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ManageEngine ServiceDesk Plus

SUPPORT
Velocity5.0

IT help desk and asset management software (on-premises)

www.manageengine.com/products/service-desk ↗

ServiceDesk Plus adds admin-wide report defaults after spreading Zia AI to more regions

itsmzia-aidata-residencyadmin-controlsreporting
◆Current state
Recent ServiceDesk Plus entries mix AI rollouts with admin controls. Zia, Zoho's hosted LLM, reached the Saudi Arabia data center, Solution Assist reached China and Asset Acknowledgment reached the Professional edition. The November release adds global report settings that SDAdmins set once and every report inherits. Workflow approvals became reusable objects in September.
◆Where it's heading
The product is centralizing configuration: approvals reused across workflows, report settings set once for all reports. In parallel, AI features are spreading by data center and edition rather than through new capabilities.
◆Prediction
More Zia features likely reach further data centers and lower editions, along with more admin-level defaults. The entries do not show a new AI capability coming.

◆Recent moves

  1. 11d ago

    Global report settings apply to all reports by default

    Global report settings now apply to every report by default, configurable only by SDAdmins. It extends the pattern of setting things once at admin level, as with September's reusable approvals.

  2. 17d ago

    October 28, 2026

    Zia, Zoho's hosted LLM, is now available in the Saudi Arabia data center, and the note names the model behind it. Customers bound to that region can now turn on the AI features.

  3. 1mo ago

    October 13, 2026

    Solution Assist reaches the China data center and Asset Acknowledgment reaches the Professional edition. AI features widen by region and tier rather than by new capability.

  4. 1mo ago

    September 23, 2026

    Welcome emails for new users are now controlled by their own setting rather than SAML configuration, plus an Entra ID sync fix. Administrative cleanup.

  5. 1mo ago

    September 22, 2026

    Vendor address fields accept longer values. A field-length change.

  6. 1mo ago

    September 16, 2026

    Technician unavailability details now open on click instead of hover. A small interaction change.