MAXfocus, MSP and IT support platform from LogicNow, has launched a new version of MAX ServiceDesk, its help desk and service management application.
MAX ServiceDesk 2.0 builds on the existing integration with MAX RemoteManagement and brings new features designed to help MSPs make improvements to their customer service through enhanced customer interaction and easier management of both day-to-day and project activities.
A new feature of ServiceDesk is ServiceDesk Voice, providing capabilities to accept service requests 24 hours a day using standard telephony facilities. ServiceDesk Voice offers local phone numbers that an MSP’s customers can use to lodge service requests, feeding directly into the ticket queues, and workflow capabilities of the core ServiceDesk application. Ticket prioritization allows the MSP to be alerted to any high priority issues.
ServiceDesk 2.0 also includes new enhancements to its task management capabilities, including task templates and “set to repeat” functions. Task workflow entries and their status can be viewed within a ticket, and fixed costs can be assigned to task items.
There are further enhancements in the management of technicians’ schedules, including the management of site visits, calendar views of all technician schedules, and the integration of site visits into broader workflow management.
According to the company, ServiceDesk 2.0 will be followed shortly by the introduction of a mobile application, which will allow users of iOS, Android, and Windows mobile devices to access the system remotely.†
The new upgrade will be available globally to new customers and across MAXfocus’ existing MAX RemoteManagement client base.
