ServiceDesk Plus 10 incorporates tools to assist users in establishing process automation. It provides an automatic permit dispatch function, which distributes new tickets to technicians based on their availability caseload and accessibility. It helps to handle staff workloads while minimizing the gathering of unassigned tickets and the service degradations they can be the origin. Other tools contain asset management, a knowledge base builder, service level agreement management and project management functions.
Further automation is offered by the “business rules” characteristic included with ServiceDesk Plus. It allows tickets to be automatically categorized, prioritized, classified and assigned based on a mixture of dynamic criteria or rules. ServiceDesk Plus is accessible as an on-premise installation or as a cloud-hosted service with ServiceDesk plus 10 On-Demands.