ManageEngine announced the launch of its revamped user interface for ServiceDesk Plus On-Demand, the SaaS version of the company’s ITIL-ready help desk software.
The revamped UI includes a number of features designed to increase productivity and simplify help desk operations, including multi-level nested business rules, keyboard short cuts and Facebook-style notifications. Continuing the disruption created with the free Standard Edition, ServiceDesk Plus On-Demand now follows a non-linear, multi-tier pricing model that ensures flexible, affordable adoption of a SaaS-based help desk.
Today's help desk industry faces new challenges due to rapidly evolving technologies, which threaten to reduce help desk speed, productivity and usability. When IT technicians first start working with a help desk application, they often spend more time getting acquainted with the tool than addressing the needs of their end users. This reduces productivity and, in turn, end-user satisfaction. To address these challenges, the revamped ServiceDesk Plus On-Demand UI promises IT technicians increased productivity and, most important, very simple and easy-to-use operation.
"We live in a technology age where software user experience boundaries are pushed very hard," said Rajesh Ganesan, director of product management, ManageEngine. "Service desk agents live by the service desk tool all day and expect the user experience to match that of consumer applications. We understand this and are committed to continually providing our customers the best user experience across all device types and form factors."
Bridging the gap between the real needs of a customer and the perceived needs of a product developer is no small task. Therefore, the UI has been extensively fine-tuned to incorporate customer feedback and suggestions to deliver true value. Moreover, the UI is built on the latest JavaScript charting libraries and a customized JavaScript framework to provide the best user experience possible. The resulting UI is simple, intuitive and fast. As observed during its testing stage, the new UI delivered a 5x increase in productivity due to improved loading times of the thread and detailed view of requests. In turn, technicians can resolve tickets faster and, ultimately, increase end-user satisfaction.
The new UI features provide users an experience that is:
- Fast: Faster page loads save valuable time, and quick keyboard shortcuts let users log incidents from anywhere within the tool.
- Focused: Single window operation with minimal pop-ups keeps users focused on the task at hand.
- Instant: Immediate, Facebook-like notifications keep support representatives informed and on top of their tickets.
- Simple: Simplified topic management for solutions creates and maintains a strong knowledge base. Instant search of help desk configurations and multi-level nested business rules enable hassle-free help desk configurations.
- Clear: Time-lined, color-coded conversations with end users account for better interaction.
The revamped UI is an automatic upgrade available immediately, free of cost to all existing and new ServiceDesk Plus On-Demand customers. Typical linear pricing has been modified to have multiple price tiers based on number of technicians and asset combinations, delivering more flexibility in choosing the right subscription model. The free Standard Edition of ServiceDesk Plus On-Demand offers IT help desk operations with no restrictions on request and technician count. The Professional and Enterprise editions - along with valuable add-ons - offer a complete, ITIL-compliant help desk experience.
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