Zoho Cliq Transforms Chat Window into IT Self-Service Portal, Accelerates Resolution Times, Improves End-User Self-Service Adoption

IT support teams using Zoho Cliq can now check on end users' requests from within chat windows

Users can raise service requests, view the status of an open request and search for request information using slash commands

Free integration is available to ServiceDesk Plus Cloud users; visit http://ow.ly/7fJh30fBVF4

Dubai, UAE — ManageEngine, the real-time IT management company, today announced the integration of ServiceDesk Plus, its flagship ITSM product, with its parent company’s messaging platform, Zoho Cliq. A demo on the free cloud integration is available at Hall 7: Stand Number: A7-10 at GITEX 2017. Starting with IT help desks, ManageEngine is leading backroom IT operations into enterprises’ mainstream communication channels. Available immediately for ServiceDesk Plus Cloud users, this integration allows service desk teams to begin accelerating end user self-service adoption, leading to improved support and productivity as well as quicker issue resolution.

As businesses break geographic barriers more and more, they’re constantly looking for better messaging tool alternatives. Email is simply inefficient when it comes to collaboration between different team members. Zoho Cliq is a communication tool that is built for businesses that aren’t limited by walls. But most businesses need more than just a messaging tool to get things done, which is why Zoho Cliq integrates with major online tools such as MailChimp, Eventbrite, Google Maps, GitHub and more. That way, all the information needed for making decisions is available in a chat window. Zoho Cliq, with all of its integrations, serves as a powerful channel for IT service desks as they tackle issues with their team.

Open Conversations, Achieve Quicker Service Delivery

Until recently, end users could only request help by phone or email, and some had to talk to help desk support in person. Since it often takes several exchanges between a technician and end user just to identify the problem, these methods have proved to be insufficient. Eventually, self-service portals were introduced, letting end users create and track requests and access a knowledge base. But this required end users to get to a portal and log in just to ask for a service. Now, end users have a hassle-free way to open requests.

“Most IT teams struggle with very low user self-service adoption, mainly because their IT help desk tool doesn’t support multiple communication channels,” said Rajesh Ganesan, director of product management at ManageEngine. “ServiceDesk Plus helps address this challenge by continually adding newer communication channels to empower both technicians and end users. This integration with Zoho Cliq allows them to accomplish important IT support tasks from within their primary channel.”

End users can now access IT support from their chat window using designated slash commands. This reduces the actions required to seek IT help — creating an incident or requesting a service — down to a single step. Similarly, IT technicians can keep an eye on open tickets from their Zoho Cliq chat window. If any clarification is needed, a technician can immediately initiate a chat with end users. IT service desks, with the power to instantly open conversations with end users and each other, will achieve higher service delivery standards. Teams will be able to collaborate more efficiently and improve customer satisfaction through better engagement. Specifically, users can:

●        Raise tickets, search, and view open tickets.

●        Create incidents and service requests from within your messaging application.

●        View a list of any individual's open requests.

●        Search for requests based on ticket ID, subject, or email.

●        View ticket information such as ticket ID, subject, status, priority, and technician details.

To learn more about this integration, visit www.manageengine.com/products/service-desk/zoho-cliq-integration.html.

About ServiceDesk Plus
ServiceDesk Plus is ITIL-ready help desk software with integrated asset and project management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity. It comes in three editions and is available in 29 different languages. Over 100,000 organizations across 185 countries trust ServiceDesk Plus to optimize IT service desk performance and achieve high end user satisfaction. To learn more about ServiceDesk Plus and its features, please visit www.manageengine.com/service-desk.

About Zoho Cliq
Zoho Cliq is a real-time messaging and file sharing application. With integrations for Zoho applications and various other business and productivity applications, Zoho Cliq is a powerful chat platform for modern businesses. For more information on Zoho Cliq, please visit www.zoho.com/cliq.

About ManageEngine
ManageEngine is bringing IT together for IT teams that need to deliver real-time services and support. Worldwide, established and emerging enterprises — including more than 60 percent of the Fortune 500 — rely on our real-time IT management tools to ensure tight business-IT alignment and optimal performance of their IT infrastructure, including networks, servers, applications, desktops and more. ManageEngine is a division of Zoho Corporation with offices worldwide, including the United States, India, Singapore, Japan and China. For more information, please visit buzz.manageengine.com/; follow the company blog at blogs.manageengine.com/ and on LinkedIn at www.linkedin.com/company/manageengine-, Facebook at www.facebook.com/ManageEngine and Twitter @ManageEngine.

© Press Release 2017