MAXfocus Launches MAX ServiceDesk 2.0 for Managed Service Providers

MAX ServiceDesk 2.0 includes new features and enhanced user experience in order to help MSPs serve their customers more efficiently and profitably

EDINBURGH – 3 February 2015 – LogicNow has today announced that MAXfocus, the world’s most widely trusted managed service provider (MSP) and IT support platform, has launched a major 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 that will help MSPs make major improvements to their customer service through enhanced customer interaction and easier management of both day-to-day and project activities. 

A major new feature of ServiceDesk is ServiceDesk Voice, providing sophisticated capabilities to accept service requests 24 hours a day using standard telephony facilities. ServiceDesk Voice offers dedicated 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 has significant enhancements in its task management capabilities, including task templates and “set to repeat” functions. Task workflow entries and their status can be viewed easily within a ticket, and fixed costs can be assigned to task items.

There are further major 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. 

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.

“Our constant aim is to provide MSPs with the tools they to need to deliver the best service to their customers. This has led to the development of the new version of ServiceDesk and its improved functionality based on extensive feedback from customers,” said John Bennett, Product Director,LogicNow. “The new Voice feature reinforces the fact that MAX ServiceDesk is now a highly capable Professional Services Automation (PSA) tool. It is a key differentiator that enhances the competitive advantage for our customers. We have taken great care to improve the user experience, as the easier it is to run the help desk, the more efficient MSPs’ teams can be. We are also making onboarding for new customers transferring from Autotask easier by provision of an automated import of data directly into ServiceDesk.” 

The new upgrade will be available globally to new customers and across MAXfocus’ existing and growing MAX RemoteManagement client base.

About MAXfocus:

MAXfocus, from LogicNow, is the platform of choice for the largest community of future-focused MSPs and IT support companies in the world. The MAXfocus platform empowers MSPs and IT support companies to deliver world-class IT Operations and IT Service management to their customers with a customisable set of services that has the lowest total cost of ownership in the industry. MAXfocus sits at the heart of a global community of more than 10,000 of the world’s leading MSPs  and an extensive network of partners and industry leaders and delivers the commitment and investment to enable MSPs to evolve their service offerings as strategic, consultative services to their clients.