> For the complete documentation index, see [llms.txt](https://docs.harmony.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.harmony.io/integrations/it-service-management/manage-engine-servicedesk.md).

# ManageEngine ServiceDesk

ManageEngine ServiceDesk Plus is a comprehensive ITSM solution offering incident management, asset management, and self-service portals. Integrating with Harmony provides AI-enhanced resolution capabilities while maintaining ServiceDesk Plus records.

#### What the ManageEngine integration enables

| Capability              | Description                                      |
| ----------------------- | ------------------------------------------------ |
| Request Synchronization | Bidirectional ticket sync with ServiceDesk Plus  |
| AI Resolution           | Autonomous ticket resolution with record keeping |
| SLA Tracking            | Maintain SLA compliance across systems           |

#### Prerequisites

* **ServiceDesk Plus Admin**: Administrator access
* **Harmony Account**: Active workspace

#### Connect ManageEngine ServiceDesk Plus to Harmony

The ManageEngine ServiceDesk Plus integration is now available in Harmony. Once connected, your support workflows operate seamlessly alongside ManageEngine's ITSM platform - Harmony can send and receive data with ManageEngine so your team can manage tickets, incidents, and requests without switching between tools. Support interactions handled in Harmony are reflected in ManageEngine, keeping your IT and support operations in sync.

**Step 1: Navigate to Integrations**

1. Log in to your Harmony dashboard
2. Go to **Settings** > **Integrations**
3. Find **ManageEngine ServiceDesk Plus** under **IT Service Management** and click **Connect**

![Navigate to ManageEngine ServiceDesk Plus integration in Harmony dashboard](https://1160081901-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fow5hkvoGYRymkbqRTEvW%2Fuploads%2Fgit-blob-3046396396e99b2239915b4de1fd139aafe929ac%2Fmanageengine-servicedesk-integrations.png?alt=media)

**Step 2: Start Authentication**

1. Click **Connect** to start the authentication process

![Click Connect to authenticate ManageEngine ServiceDesk Plus](https://1160081901-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fow5hkvoGYRymkbqRTEvW%2Fuploads%2Fgit-blob-1290bb8c656fca4c82db4467742f02473c459a3b%2Fmanageengine-servicedesk-connect.png?alt=media)

**Step 3: Authorize in Zoho**

1. You'll be redirected to Zoho's sign-in page
2. Enter your email address or mobile number
3. Complete the authentication process
4. Authorize Harmony to access your ServiceDesk Plus instance

![Zoho sign-in page](https://1160081901-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fow5hkvoGYRymkbqRTEvW%2Fuploads%2Fgit-blob-65a22e88534f523a9f29d23e6c230cdb8e6470ec%2Fmanageengine-zoho-login.png?alt=media)

#### Use Cases

* Enhance existing ServiceDesk Plus with AI capabilities
* Gradual migration to autonomous IT operations
* Maintain compliance records in ServiceDesk Plus


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