ManageEngine has integrated its ServiceDesk Plus help desk software with the Zoho Reports online reporting and business intelligence (BI) application, enabling managed service providers (MSPs) to use ServiceDesk Plus to analyze their customers' IT help desk data.

The Pleasanton, California-based IT management company noted the Zoho Reports integration allows MSPs that are using ServiceDesk Plus to leverage key performance indicator (KPI) tracking tools and analytics, collect data and use this information to find ways to improve their customers' help desk operations.

"While raw data and graphs are abundant in IT service desk environments, analysis and insightful recommendations are scarce," Zoho Director of Product Management Clarence Rozario said in a prepared statement. "With the Zoho Reports integration, IT managers using ServiceDesk Plus can keep track of the key metrics that matter and demonstrate the value of their IT service desk operations in tangible terms to the stakeholders involved."

The Zoho Reports integration also gives service providers the ability to create dashboards and reports and features a drag-and-drop interface that is designed to make it easier for MSPs to collect data, ManageEngine said.

"Over and above the default and custom reporting options in ServiceDesk Plus, this new integration empowers our customers to squeeze advanced intelligence out of their service desk data for critical decision-making – without the complexity usually associated with advanced BI efforts," ManageEngine Director of Engineering Umasankar Narayanasamy added.

Other Zoho Reports integration features include:

  • 80+ pre-packaged reports
  • Automatic report generation
  • Collaborative analysis and report creation capabilities
  • Mobile access to cloud-based reports
  • Personalized dashboards

The Zoho Reports integration is available immediately in all editions of ServiceDesk Plus.

This integration, however, represents just one of several recent ServiceDesk Plus updates.

ManageEngine last month unveiled a new web user interface for ServiceDesk Plus On-Demand and announced a QuickBooks integration and computer telephony integration (CTI) for ServiceDesk Plus - MSP in October.

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