Managed service providers (MSPs) consistently strive for a competitive edge to drive their business towards success and growth. Unfortunately, because solving tickets consumes most of their time, strategic initiatives take a back seat. Therefore, MSPs cannot identify the relevant service desk KPIs that help them take stock of their operations. Painless access to KPIs, without complex database queries, enables MSPs to proactively identify avenues for service improvement, client acquisition, revenue generation, and new service offerings.

ServiceDesk Plus MSP now integrates with Zoho Analytics, a cloud-based, secure business intelligence (BI) platform, to provide MSPs access to advanced ITSM analytics without complex database queries. With this new platform, MSPs can

Create key reports in minutes using a flexible drag-and-drop interface.
Identify key service performance levels and proactively optimize operations to benefit clients.
Devise custom dashboards to collect business metrics and share with key account stakeholders.
Forecast requirements and trends from key accounts and proactively plan service offerings.
Get insight on billing patterns and trends from multiple accounts.

Zoho Analytics

A powerful integration for quick access to key analytics

Zoho Analytics, with over one million users across the globe, enables you to easily and intuitively create business intelligence reports. You can create graphs and charts, including any fields of your choice, with a simple drag-and-drop interface. Further, you can extract important information from your service desk data and proactively make critical business decisions.

How can the Zoho Analytics integration help managed service providers?

Create insightful reports on service management data with a drag-and-drop interface, and without complicated database queries.

Access a wide range of comprehensive and visually appealing charts, tables, and summary reports.

Share reports and insightful data for collaborative analysis and decision making.

Automatically generate and email reports.

Instant access to over 80 KPI reports, including: Request overview report, SLA compliance trends, Incident volume trends, Ticket aging reports etc.

Create personalized dashboards for a consolidated view of KPIs.

Embed reports and dashboards across websites, intranets, blogs, and applications.

Access cloud-based reports any time from various platforms such as web, tablet, and mobile.

Closed Requests
Request Completion
Request Summary
SLA Dashboard
Nature of Request
Top 10 Requesters

Zoho Analytics - Closed Requests Trend Report
Zoho Analytics - Request Completion Trend Report by Technician
Zoho Analytics - Request Summary Report by Technician
Zoho Analytics - SLA Dashboard
Zoho Analytics - Tickets by Nature of Request
Zoho Analytics - Top 10 Requesters

Getting started

The Zoho Analytics add-on is available in ServiceDesk Plus MSP version 9.0.
A detailed walkthrough of the setup is given below,

This add-on is available for all customers of ServiceDesk Plus MSP, irrespective of their editions. After you set up the integration, you will get a 30-day free trial of Zoho Analytics' standard plan (for five users with 500,000 rows). After the trial period, we recommend upgrading your Zoho Analytics account to a paid plan or purchasing it as an add-on for maximum benefits. If you choose not to purchase, Zoho Analytics will still work with two users and 10,000 rows.

Request a demo

For further queries, please drop a mail to support@servicedeskplusmsp.com