IT management, MSP

ManageEngine IT Service Desk for MSPs Integrates with Zoho Apps

ManageEngine is helping MSPs eliminate IT and business system silos. How? The answer involves new integrations of its ServiceDesk Plus MSP help desk platform with the sales and finance apps of parent company Zoho. In some ways, the integrations sound a bit like the familiar PSA (professional services automation), RMM (remote monitoring and management) and help desk integrations found in the MSP market.

The  ManageEngine integrations ensure MSPs can provide technology solutions and services and ensure business aspects like client management, accounting and invoicing work in conjunction with client support operations.

"While MSPs have all the tools to support, manage and invoice their clients, what holds them back from scaling up is a complex tangle of applications that don't talk to each other," ManageEngine Director of Product Management Rajesh Ganesan said in a prepared statement. "The integration of ServiceDesk Plus MSP with  Zoho apps helps growing MSPs optimize operations, focus on service and grow their businesses."

A Closer Look at the Integrations

ServiceDesk Plus MSP users now can leverage three Zoho business app integrations:

  • Zoho CRM: Automatically adds customer and user accounts to ServiceDesk Plus MSP. The integration allows technical support and sales teams to schedule synchronization for triage, find new client accounts, plan on-boarding activities, analyze account performance in real-time and manage customer accounts.
  • Zoho Books: Provides accounting tools to help MSPs stay on top of finances and cash flow.
  • Zoho Invoice: Ensures MSPs can leverage web-based invoicing tools to craft invoices and automatically send payment reminders.

MSPs also can access custom templates to generate detailed invoices and sync work logs filed in ServiceDesk Plus MSP, ManageEngine said in a company statement. That way, MSPs can bill quicker and more accurately to receive faster payments.

The latest version of ServiceDesk Plus MSP with Zoho CRM, Zoho Books and Zoho Invoice integrations is now available, with separate licensing for each of the Zoho applications.

Zoho Debuts Zia and Blueprint

Zoho has made multiple moves in recent months that suggest closer ties with its ManageEngine business. In February the company unveiled Zia, an AI-powered Zoho CRM intelligent sales assistant designed to help MSPs drive revenues. In addition, Zoho launched Blueprint, a Zoho CRM tool for business process building and implementation.

Moreover, Zia and Blueprint may help MSPs improve their customer engagement efforts and sales activity, Zoho Chief Evangelist Raju Vegesna indicated.

"From Zia to Blueprint to SalesSignals to telephony platforms, each feature is designed to make salespeople more productive," Vegesna said in a company statement.

Dan Kobialka

Dan Kobialka is senior contributing editor, MSSP Alert and ChannelE2E. He covers IT security, IT service provider business strategies and partner programs. Dan holds a M.A. in Print and Multimedia Journalism from Emerson College and a B.A. in English from Bridgewater State University. In his free time, Dan enjoys jogging, traveling, playing sports, touring breweries and watching football.