 | Newsletter — APRIL 2026 | | Hi there!  Warm greetings from the ServiceDesk Plus team, April is a busy one for ServiceDesk Plus: Zia Agents and Zoho MCP open up significant new AI capabilities to your IT service management. These capabilities will help you bridge your service desk's skill, workforce, and bandwidth gaps. Let's dive right in. | Introducing Zia Agents and MCP support | | | | | | | | ServiceDesk Plus is now open to the AI tools your team already uses Standalone LLMs can simply advise your service desk, generate knowledge articles, or help technicians draft responses. But to make real impact, AI needs to understand the ITSM context and take action, requiring connections to your tool stack. Zoho MCP for ServiceDesk Plus gives any MCP-compatible AI client full context across your ITSM data along with the ability to take action directly in ServiceDesk Plus. Learn more. | | | | Eight new extensions now live on the ManageEngine Marketplace | | We’re happy to announce the launch of eight new extensions for ServiceDesk Plus on the ManageEngine Marketplace. There are a total of six free extensions that elevate your IT service operations holistically, and two paid extensions that improve your HR service management and ServiceDesk Plus’ connectivity with other ITSM applications. |  | Walk-In Support Bring walk-in requests into ServiceDesk Plus as trackable records, closing the gap between the counter and the queue. | | | | |  | Major Incident Management Inculcate a dedicated workflow layer with structured escalation, cross-team coordination, and communication tracking for high-impact events. | | | | |  | CI Impact Analysis Surface impact data for any CI directly within the service desk console. | | | | |  | ServiceDesk Plus Connector by Exalate Establish real-time, bidirectional ticket sync across code repositories, ITSM, and task management platforms so updates flow without manual re-entry on either side. | | |  | SAP SuccessFactors for ServiceDesk Plus Cloud Bring user account life cycle management, automated employee sync, real-time employee life cycle updates, and automated onboarding and offboarding workflows, helping streamline JML processes with ease. | | | | | | | For most IT teams, compliance remains a siloed function, making compliance with regulations and standards harder than it should be. ServiceDesk Plus helps leverage ITSM practices as a compliance-enabler with security-first workflows by embedding security controls into them. Explore how. | | | | | That's a wrap on this edition of the ServiceDesk Plus newsletter. We'll be back with more exciting news next month. Meanwhile, stay in touch with us on     Until next time! The ServiceDesk Plus team | | | | | | © 2026. ManageEngine is a trademark of Zoho Corporation Pvt. Ltd. | | All other company and product names may be trademark of the | | respective companies with which they are associated. | | |
