ESM Directory
Configure Organization details
ESM Directory The ESM Directory is an index of organization level configurations applicable to all service desk instances in the organization. From the ESM Directory, OrgAdmins can create new service desk instances for each department, assign owners ...
Manage Users
Add organization employees as users in the ESM Directory. You can also import users from the Active Directory. You can add ESM users to various service desk instances as technicians or requesters. Use Case: Organizations commonly use Active Directory ...
Configure Custom Domains
Add and verify the validity of all domains associated with your organization. You can add users from verified domains easily. Domain verification is also necessary to confirm your ownership of the domain and customize the domain per your ...
Configure SAML Authentication
Security Assertion Markup Language (SAML) is an sign-in method that enables users to bypass passwords during login. ServiceDesk Plus MSP Cloud offers support for SAML 2.0, which authenticates and authorizes login by integrating with federated ...
Configure Active Directory
You can import users from active directory to a centralized ESM directory and keep them periodically synced. Imported users are displayed under ESM Directory > Active Directory Settings. Use Case: An organization which manages its user data in Active ...
Configure Custom Service URL
Access ServiceDesk Plus MSP Cloud via a URL unique to your organization. Use case: Display your organization name in place of the default URL by setting up your custom domain. Create a CNAME record in your domain control panel. Map the CNAME with ...
Associate Domains with Instances
In the ESM Directory, Click Service Instances on the left pane. Click Actions > Edit under the required instance. From the Customer Service URL drop-down, select the required domain and click Save. You can associate multiple instances with a domain. ...
Create a New Instance
Departments across an organization can create separate service desk instances to offer their services to end-users. Use Case: When an organization is setting up ServiceDesk Plus MSP Cloud, each department can be provided a separate service desk ...
Configure ESM Portal
ESM Portal is the central console where users can access all service desk instances available to them. The ESM Portal can be customized with unique layout and widgets. Role Required: Organization Admin Customize ESM Portal Layout Go to ESM Directory ...
Popular Articles
Introduction
Solutions are a centralized repository to store and share articles with your users. Technicians and end-users can utilize solution articles to resolve repeated incidents. Solutions can be categorized across topics and contain a built-in approval ...
API Documentation
API Documentation The ServiceDesk Plus MSP Cloud API allows you to perform all the operations that you do with our web client. ServiceDesk Plus MSP Cloud API is built using REST principles which ensures predictable URLs that make writing applications ...
Customers - Overview
The Customers module lets you manage clients of the managed service provider (MSP). The MSP can maintain detailed records of all customers and their information, including associated solutions, advisory details, announcements, and more in the ...
Onboard Customers
You can add customers individually or import multiple customers at once in ServiceDesk Plus MSP Cloud. Role Required: SDAdmin The MSP may be handling IT services for numerous clients. Adding these clients to the application as customers helps in ...
View Customer Details
To view the customer's details, Go to the Customers module. In the customer list view, click the name of a customer to open the details page. The following tabs are available on the customer details page: Details: Provides comprehensive details on ...