ServiceDesk Plus Cloud: A SaaS-Based Help Desk and Asset Management Application

ServiceDesk Plus Cloud is IT service management software: request and incident handling, problem and change management, asset and configuration management, purchases, contracts, and the automation that ties them together.

This guide covers how to set up, configure, and ServiceDesk Plus Cloud day to day.

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Setting up ServiceDesk Plus Cloud for the first time

Getting started — organization details, users and roles, mail configuration, and your first request template

Configuring the application

Setup

Tracking hardware, software, and licenses

Assets

Running the service desk day to day

Requests

Connecting the tools your team already uses

Integrations

Not sure where something lives? Search is usually faster than browsing, especially when you know the name of a field, setting, or error message.

How this guide is organized  

Sections mirror the application. Everything you do with requests — raising them, merging duplicates, reassigning, closing them out — sits under Requests, the same place you'd look in the product.

Within a section, pages follow the order you'd actually meet the feature: set it up, use it, then handle the edge cases. When a feature depends on something set up elsewhere, we'll point you there rather than explain it twice.

 

Conventions used in this guide  

Navigation paths appear as a sequence of clicks. Setup > Automation > Business Rules means: open Setup, then Automation, then Business Rules.

Edition availability is noted where features aren't in every plan. If a feature you're reading about doesn't appear in your account, check this first. Compare editions

Screenshots show a default configuration. Your view may differ depending on your edition, your role's permissions, and any customizations your administrator has made.

Callouts flag information worth pausing on:

Note — default behavior, limits, or context you may not expect.
Tip — how to adapt a feature to a specific requirement.
Warning — actions that are irreversible or that affect other users. Read these before proceeding.

When this guide isn't enough