ManageEngine Rolls Out ServiceDesk Plus “Smart Suggestions” to Accelerate IT Ticket Resolution
- Hanie Oh
- 1 day ago
- 2 min read
Executive Summary
ManageEngine has launched “Smart Suggestions” in ServiceDesk Plus, an AI-powered feature designed to recommend solutions, knowledge base articles, and actions to IT support agents in real time. This enhancement aims to reduce ticket resolution times and improve service quality for enterprise ITSM teams.
What Happened?
On 3 December 2025, ManageEngine announced the general availability of Smart Suggestions for ServiceDesk Plus. The feature leverages artificial intelligence to:
Analyse the content of incoming support tickets
Instantly suggest relevant knowledge base articles, previous ticket resolutions, and recommended actions
Learn from past resolutions and continuously improve its recommendations over time
Integrate seamlessly with existing ITSM workflows, supporting agents via both web and mobile interfaces
This update is part of ManageEngine’s broader push to embed AI-driven productivity tools across its ITSM portfolio.
Why Does It Matter?
For medium to large organisations—especially those operating across Europe and Africa—Smart Suggestions offers:
Faster ticket resolution by surfacing the most relevant information immediately
Reduced manual searching for solutions, saving time for both agents and end users
Improved consistency in support quality and adherence to best practices
Continuous learning for the service desk, making the ITSM process smarter with every ticket handled
Impact on ITSM
Accelerates incident and request resolution for IT teams
Increases first-contact resolution rates and user satisfaction
Reduces training time for new support staff by providing in-context guidance
What Should Organisations Do?
Enable Smart Suggestions in ServiceDesk Plus and educate IT staff on its benefits
Monitor key metrics such as resolution times and knowledge base usage
Encourage feedback from support agents to refine AI recommendations
Integrate Smart Suggestions into onboarding and ongoing training programmes
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