LogicNow has today announced the launch of a major update to MAX ServiceDesk, part of the MAXfocus product suite, the world’s most widely trusted managed service provider (MSP) and IT support platform. ServiceDesk 2.2 has a streamlined user interface with specific improvements to help MSPs improve productivity and manage their workload more efficiently.
The updates to MAX ServiceDesk are in response to feedback from LogicNow’s 12,000-strong community of customers, partners, MSPs and industry leaders. The improvements are focused on providing MSPs better management of agent scheduling, time tracking, issue and customer management and further focuses on helping MSP’s improve their day-to-day operations.
The new user interface reflects a continued focus on making MAX ServiceDesk easier and more intuitive, shortening the training time for new team members and reducing the time taken managing customer issues. Individual client accounts can also be supervised more closely through improved ticket management that shows the full and detailed progress of each ticket, thereby improving efficiency and customer service. New scheduling tools also enable better management of resources and engineers’ time, reducing overtime burdens.
“It is frustrating for IT Service Providers that many of the obstacles inhibiting their growth are the same as those they faced five or even ten years ago – time tracking and productivity management are still causing issues for those ambitious companies wanting to reach the next level,” says Alistair Forbes, General Manager at LogicNow. “After detailed consultation with our customer community, we have therefore developed ServiceDesk 2.2 specifically to help overcome these hurdles. Excellent customer and issue management can be a huge deciding factor in the success of an IT service provider when trying to grow or move from break/fix to MSP.”
Joe Mitchell, Business Support Engineer at Cloud Computer Services, says: “The new UI has really improved - it’s clearer and less cluttered with better access to and visibility of key information. By placing the most important information on the main dashboard screen, I get a full picture of all the queues, SLA warnings and breaches without needing to dig through menus or produce reports.
“All of our agents have seen a marked improvement in efficiency since we moved over to ServiceDesk from our previous solution. The 2.2 upgrade has further improved our internal processes for assigning tickets and accessing client data.”
“The best feature in this release - by a mile - is the custom views. I can build as many custom views as I like, so I can focus on a particular task or queue without all of the other information getting in the way. For me, getting a clear picture is key and ServiceDesk 2.2 nails that.”
