Helpdesk Software Product Roadmaps

(Cloud)

These product roadmaps provide an overview of what is coming in the future releases of ServiceDesk Plus Cloud - the full-stack ITSM suite, with tentative release schedules. If you would like to see a new feature or vote on suggested features in future releases of ServiceDesk Plus Cloud, make sure to visit https://pitstop.manageengine.com/portal/community/servicedesk-plus-cloud/filter/idea

Updated on 01 March 2024

Roadmap Workflow

Work In Progress

In Testing

Request

  • Additional Reopen options for requester reply
  • Cliq Integration
  • Add template image
  • Enhancements
    • Request replies
    • Request notes
  • Prefix for incident and service requests
  • Need more Info for approvals
  • Template Layout Help Card and Attachments

Projects

  • Enhancements
    • Search and sort Milestones and Tasks

Problem Management

  • Problem Trash
  • Problem Copy

In Implementation

Requests

  • Request Workflow and Automation
  • Reports on request resource
  • Request Checklist for complete UI Revamp
  • Edit Checklist on request details page
  • Approval Reports
  • Multiselect lookup fields
  • Enhancements
    • Operational Hours
    • Business Rules
    • Custom and system notifications
  • Zoho Flow Integration
  • Service Catalog customization
  • Business rule and trigger updates in request history
  • Auto approval options enhancement
  • Business Rule support Request Tasks

Assets

  • Product type additional fields and form customization
  • Associate consumable quantities with Assets
  • Raise Request for Consumables.
  • Enhancements:
    • Processor/Core-based Licensing
  • Asset Audit

CMDB

  • Enhancements
    • Create assets from CMDB and sync users with CMDB
  • View on CI details page the contracts associated with CIs
  • Integration with Site24x7 to sync devices as CIs in CMDB
  • List view filter for all CI types
  • Custom Menu for CMDB

Solutions

  • Solution Versioning
  • Request to Solution association
  • Separate page Solution settings and api for solution settings.
  • Restricting solution module to requesters.
  • Notification templates for review date, expiry date & forward notification rules
  • Syncing solution Additional fields, Review date and Expiry date also to Analytics plus

Change

Enhancements
  • Change Form Rules
  • Use Custom Scripts to modify change forms dynamically based on user input
  • Change Roles
    • Users can now create custom views for changes based on change roles
    • Change roles can now be used as a search criteria in Change Triggers, Change Workflows, Change Custom Menu
Change Form Rule Enhancements
  • Support for other layout fields in change form rules.

Zia

Request
  • Suggestions in request creation forms
  • Find similar requests on the create/edit page
  • Zia dashboard widget
Blended conversations
  • Spanish and Swedish support for Blended Conversation builder and chatbot

Space Management

  • Room booking

Setup

  • Custom SMS gateway feature
  • Complete UI revamp for Checklist
  • Import items to Checklist via CSV

Home

  • Kanban view for global tasks
  • Color code to represent leave types based on scheduler and technician availability
  • Announcement
    • Allow technician to comment
    • Capture source module detail
    • Predefined announcements
    • Announcement permissions for Custom Role creation

Projects

  • Task template layout customization and additional fields support
  • Configure parent fields in task template and display them in tasks
  • Gantt Enhancements
    • Pagination support
    • Export as PDF
    • Multiple column support
    • Resize columns and reorder chart
  • Project Settings
    • Configurations for project management
    • Automatic scheduling for projects, milestones and tasks
      • Time boundary restrictions
      • Task dependency based time restrictions
    • Automatic calculation of actual times and costs for projects, milestones and tasks
      • Bottom up calculation of actual time (Work-log > Task > Milestone > Project)
      • Bottom up calculation of actual cost (Work-log > Task > Milestone > Project)
    • Bottom up calculation of estimated effort (Task -> Milestone -> Project)

Contracts

  • Contract associations with
    • Purchase

Purchase

  • Default approvers and site-based PO approvers
  • GST and Tax additional fields
  • Import & Export of configurations
    • Cost Center
    • GL Code

Problem Management

  • Problem Dashboard Enhancements
  • Problem Approval
  • Problem Proactive
    • Periodic notification of probable problems identified from similar requests based on subject and description.
    • Manual triggering of problem identification from quick actions.
    • Ability to associate existing problems/new problems with requests within groups
  • Technician group based scoping for Problem Template.
  • Reply template for problem.
  • Changing problem to change association in relationship entity.
  • Problem Owner can view their Problem without problem view permission

Release

  • Enhancements
    • Release Template
    • Customizable layout for all stages
    • Release Form Rules
  • Configure custom scripts to modify release forms dynamically based on user input

Integrations and Other Enhancements

  • UEM Cloud. Scan assets and take remote control using DC Cloud agents

Survey

  • Survey for other modules
  • Generic periodic survey for users or user groups

Mobile Apps

IOS and Android
  • Create Service Request Approval
  • Reply templates
  • Move request across instances
  • Individual conversation reply
  • Request group filters
  • Convert Incident Request to Service Request.
  • Asset acknowledgement
  • Asset audit
  • Asset loan
  • Consumables
  • Template support
  • Trigger action
  • Topic wise listing
  • Release Module
  • RFID Support

Custom module

  • Field and Form Rules for Custom module.

General

Workflows for Incident/Service Request, Problem and Asset
  • Workflow is a sequence of activities that need to be completed in a systematic manner the smooth closure of an incident or service request, problem, change, or asset. Within ServiceDesk Plus Cloud admins to use Conditions, Branch, Timers and other Action nodes to configure for workflow for Incident/Service Request, Problem and Assets, if they do not have life cycles associated.
Approval Enhancements in Service Request Workflows:
  • Create resource-based approvals using the Resource Condition node
  • Create parallel approvals using Fork and Join nodes. Approval Status of a request can be set using the Field Update node once the required approval process is completed.

Maintenance

  • Scheduler Enhancements

UI Design

Setup

  • Template and Layout Customization Enhancements

Requests

  • Similar tickets for requests
  • Drafts enhancements

General

  • Full-fledged REST API for all modules.

Contracts

  • E-Signature support in contracts
  • Contract Approvals

Projects

  • Agile Project Management
    • SCRUM

Changes

  • Change collision detection: While scheduling a change, check for conflicts to ensure effective resource utilization.
  • Risk Assessment.
  • Link changes
  • Integration with JIRA Project, Tasks, and Bugs with Change across stages

Zia

Request
  • Sentiment analysis for request

Problem Management

  • Problem Template Layout Customization
  • Problem Business Rule

Purchase

  • Return Item from PO
  • Vendor Management
    • Registered vendors
    • Black listed vendors

Integrations and Other Enhancements

  • Remote Access Support & Control Integrations
    • BeyondTrust (formerly Bomgar)

Release

  • Change Association Enhancement :
    • Many-to-many relationship to enable associating one change with several releases
  • Project Association Enhancement :
    • Many-to-many relationship to enable associating a project with several releases
    • Associating milestones of the project with a release

CMDB

  • Modify CI configurations and relationships through Change Requests

General

Support Transitions in Workflow
  • Add transitions to the status output connectors of workflow to ensure a controlled and restricted flow between statuses. Transitions can be defined with user scope/mandatory rules /action rules for allowing the status change with required conditions and actions via this transition.
  • Support for configuring user scope and mandatory rules for the statuses configured in workflow.

In Planning

ESM Enhancements

  • Customize labels based on help desk instances.
  • Support for multiple domains/sub-domains specific to help desk instances.

Home

  • Request Dashboard Enhancements
    • Average response and resolution time by Technician/Group/Requests
    • Average response and resolution time By SLA
    • Compliance
  • Dashboards Enhancements

Requests

  • Condition based request approval
  • Applying Form Rules in Details page

Projects

  • Field And Form Rules

Assets

  • IT Store Movement: Manage and track asset movement between stores.
  • RFID Integration: Implement automatic tracking of asset location and movement.
  • Checkin/Checkout: Track entry and exit of IT assets by using barcode and QR code.
  • Asset Booking: Enable end users to book and loan company-owned equipment from a centralized location.
  • Maintenance Plan and Scheduling for Assets / Equipment

Software

  • Software Metering
  • Automatic License Allocation

CMDB

  • Service Availability Management: Provide availability reporting for business-critical systems, databases, or other services.
  • Integrations with OPManager, Site 24x7, and ApplicationManager:
    • Automate mapping relationships for all configuration items (CIs) in your IT infrastructure
  • CMDB Baseline
  • Modify CI type of an existinf CI in CMDB

Solutions

  • Link requests to already tried solution

Maintenance

  • Maintenance for Tasks

ZIA

Blended Conversation
  • Zia Floating Icon
  • Allow technicians with administrative privileges to access blended conversations
  • Zia And Blended Conversations Usage Metric
ChatGPT Integration
  • Zoho Key Support Model for ChatGPT and all other vendors supported by Platform AI.

Problem Management

  • Problem FGA
    • Fine-grained access for sub-entities like Add/Edit & Delete Problem Tasks, Delete Others Problem Note.
    • Fine-grained access to modify Root Cause, Resolution & Workaround
  • Root Cause Analysis Enhancement
    • Template for RCA.
  • Problem Proactive
    • Auto-create | Auto-Suggest problem based on incident trend.
    • Provid options to identify similar requests based on other fields (eg. category, subcategory)
    • Ability to link all requests within a similar request group.
    • Ability to create announcements for recurring similar requests.
  • Closure Rule Enhancements

Release Management

  • Integration with JIRA, Zoho Projects, etc
  • Release Components & Versioning.

Space Management

  • Floor plan integration
  • User Association with space

Custom Module

  • Workflow for Custom Module.
  • Sub Form Field Type

New Language Support

  • Support for Ukrainian language

Let's support faster, easier, and together

Let's support faster, easier, and together