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ManageEngine ServiceDesk Plus Cloud Zapier integrationAutomate ManageEngine ServiceDesk Plus Cloud with Zapier.

The ManageEngine ServiceDesk Plus Cloud Zapier integration covers 4 triggers, 6 actions and 1 search. Requests, changes, assets and announcements can move between your help desk and your other tools, and one of the four triggers reacts the moment something happens.

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Overview

What the ManageEngine ServiceDesk Plus Cloud Zapier integration does

ManageEngine ServiceDesk Plus Cloud is a help desk that also tracks assets and projects. Through Zapier, it can start an automation when a request, a change or an asset appears, and it can create or update requests, log changes and send announcements on behalf of your other tools.

Inside a Zap (an automation on Zapier: one starting event, then the steps that follow), three results come up first.

New requests seen outside the help desk. New Request starts the Zap when a ticket is created, and the next step posts it in your team chat. The people who should react no longer depend on someone watching the queue.

A new change, passed on. New Change starts the Zap when a change is created, and the next step passes it on: a message in your team chat, or an announcement to all users through Create Announcement.

Tickets that open themselves. Create Request turns an entry from another tool into a request, while Update Request edits an existing one so its record follows what happened elsewhere.

The tip that saves the most waiting. Of the four triggers, only Trigger is instant: it reacts straight away, even on the free plan, while New Asset, New Change and New Request wait for the check interval of your plan. If speed matters, start from Trigger.

What Zapier does not do here. There is no find-or-create shortcut, and no action deletes anything. Whatever falls outside the six actions goes through the two advanced ones, which are for people at ease with raw requests. To weigh other platforms on your own criteria, see our n8n vs Zapier and Make vs Zapier comparisons.

Vocabulary

Zapier vocabulary in one minute

Eight words the editor uses. Each one is explained once here, then used as is further down.

Zap
The automation you build: one trigger, then one or more actions that run every time the trigger event happens.
Trigger
The event in an app that starts the Zap, such as a new request in your help desk. Once the Zap is on, Zapier waits for it.
Action
What the Zap does once started: the step that writes, sends or moves something, like Create Request.
Task
The unit Zapier bills: one action that completes successfully. The number on your plan counts those.
Polling vs instant
A polling trigger is checked on a timer for new items. An instant trigger is reported by the app the moment the event happens.
Filter
A step that lets the Zap continue only when what arrived meets your condition, and stops it otherwise.
Search step
A step that looks up something that already exists, such as a request by its ID, so later steps can use what it found.
Multi-step Zap
Any Zap beyond one trigger and one action. A second action, a filter or a search makes one, and it then needs a paid plan.
Cost

What ManageEngine ServiceDesk Plus Cloud costs on Zapier

The app is not premium on Zapier, so it runs on the free plan. You pay in tasks, and only actions spend them.

  • Premium appNo, works on the free plan
  • Triggers4: 3 polling, 1 instant
  • Free plan100 tasks a month, two-step Zaps
  • Search stepMakes the Zap multi-step

None of the four triggers costs a task, and neither do Zapier's checks for new requests, changes or assets. Each action that succeeds counts once; one that fails is not counted. The free plan gives 100 tasks a month and unlimited Zaps, limited to two steps. Add a filter, a second action or Find Request and the Zap becomes multi-step, which needs a paid plan. The grid below sets how often Zapier checks New Asset, New Change and New Request on each plan. It does not apply to Trigger, which is instant.

Connect

Connect your ServiceDesk Plus Cloud account

  1. 01

    Open your connections

    In Zapier, go to Apps and click + Add connection. You need a ServiceDesk Plus Cloud account, plus read or write access on any request, change or asset you do not own and want a Zap to touch.

  2. 02

    Pick the app

    Search for ManageEngine ServiceDesk Plus Cloud in the dialog, select it and click Add connection. A new tab opens on the ManageEngine side so you can sign in.

  3. 03

    Sign in and grant access

    Log in with the account your Zaps should act as, then grant Zapier access. The connection joins your list and every ServiceDesk step reuses it without asking again.

First Zap

Your first Zap: new requests posted to your team chat

GoalEach new request that meets your condition is posted in your team chat, so the right people see it without watching the help desk queue.

  1. 01

    Create the Zap

    Start a new Zap, choose ManageEngine ServiceDesk Plus Cloud with New Request, pick your connection, then select the Service Desk Instance to watch.

  2. 02

    Test the trigger

    Run the test. Zapier brings back the three most recent requests of the connected account, so the next steps are built on a real ticket rather than guessed values.

  3. 03

    Add the filter

    Add a Filter from the plus icon and set its three boxes: the field to look at, the rule and the value. Only matching requests go on. The Zap is now multi-step.

  4. 04

    Add the message

    Add your team chat action, choose where it posts, and place the request details from the trigger into the text. Test the step and read what came back.

  5. 05

    Publish

    Click Publish. Zapier then checks for new requests at the interval of your plan, and each message posted costs one task.

Triggers

ManageEngine ServiceDesk Plus Cloud triggers

4 events start a Zap when something happens in ManageEngine ServiceDesk Plus Cloud, and one of them is instant: the app calls Zapier straight away, whatever your plan.

1

New Asset

Polling trigger

In Zapier“Triggers when a new asset is added.”

Starts your Zap when an asset is added to the help desk, so the hardware or software you track can be logged elsewhere too.

How it fires
Zapier goes and looks at regular intervals, and how often depends on your plan: every 15 minutes on the free one
When to use it
to log each new asset in a spreadsheet that people outside the help desk can read.
Watch out
you must pick a Service Desk Instance, and assets added before the Zap went live are never picked up.
2

New Change

Polling trigger

In Zapier“Triggers when a new change is created.”

Goes off when a change is created in ServiceDesk Plus Cloud, so the people it concerns can hear about it outside the help desk.

How it fires
Zapier goes and looks at regular intervals, and how often depends on your plan: every 15 minutes on the free one
When to use it
to warn everyone concerned, through Create Announcement or your team chat, as soon as a new change is on the books.
Watch out
a Zap that runs Create Change from this trigger feeds itself and loops.
3

New Request

Polling trigger

In Zapier“Triggers when a new request is created.”

Fires on every new request, the ticket that lands in the help desk when someone asks for help.

How it fires
Zapier goes and looks at regular intervals, and how often depends on your plan: every 15 minutes on the free one
When to use it
to post new tickets where your team already talks, or to copy them into a tracking sheet.
Watch out
never pair it with Create Request in the same account, since each request created would start the Zap again.
4

Trigger

Instant trigger

In Zapier“Triggers actions when create, edit, or delete operations are performed in the specified module.”

The general-purpose trigger: it reacts when something is created, edited or deleted in the module you point it at, which makes it the most flexible starting point of the app.

How it fires
the app tells Zapier the moment it happens, so the Zap starts right away, whatever your plan
When to use it
when an edit or a deletion matters, not only a creation, or when the other triggers do not cover the module you care about.
Watch out
besides the instance, it requires a Trigger Module and an Execute On choice before it can be tested.
Actions

ManageEngine ServiceDesk Plus Cloud actions

ManageEngine ServiceDesk Plus Cloud gives you 6 actions. For each one: what it does for you, when to reach for it, and what to watch out for.

1

Create Announcement

Action

In Zapier“Sends an announcement to all users.”

Sends an announcement to all users of the help desk, with a title and a description, both required.

When to use it
to broadcast a planned change or an outage that another tool knows about first.
Watch out
it reaches every user, so add a filter if only some events deserve that audience.
2

Create Change

Action

In Zapier“Creates a new change.”

Records a new change in ServiceDesk Plus Cloud, so planned work decided in another tool is tracked where your change process lives.

When to use it
when the decision to change something is made outside the help desk and must still be logged in it.
Watch out
starting from New Change makes it loop.
3

Create Request

Action

In Zapier“Creates a new request.”

Opens a new request in the help desk from what an earlier step brought in, so a problem reported elsewhere becomes a ticket your team can work.

When to use it
when issues arrive through a form or a shared inbox and someone currently retypes them.
Watch out
do not start that Zap from New Request, or it loops.
4

Invoke API Call

Action

In Zapier“Make API calls in ServiceDesk Plus Cloud to perform an action”

An advanced action that lets you run an operation in ServiceDesk Plus Cloud the other actions do not offer.

When to use it
when the step you want is missing from the list above and someone on the team knows the app's technical documentation.
Watch out
it is the most technical step on the list, so try it on a harmless record first.
5

Update Request

Action

In Zapier“Updates an existing request.”

Edits a request that already exists, so its record follows what happened in another tool instead of going stale.

When to use it
when a ticket that already exists must reflect news from another tool, rather than someone editing it by hand.
Watch out
it changes a live ticket, so test it on a request that matters to nobody first.
6

API Request (Beta)

Action

In Zapier“This is an advanced action which makes a raw HTTP request that includes this integration's authentication.”

A raw request sent with your existing connection, for builders who want full control. It asks for a method, an address and a Stop on error choice.

When to use it
as a last resort, when neither the six actions nor Invoke API Call fit.
Watch out
the address can only point to domains tied to the app, and the action is still in beta.
Searches

The ServiceDesk Plus Cloud search

1 search step looks for data that already exists in ManageEngine ServiceDesk Plus Cloud, so a later step can use it.

A search step finds a request that already exists and hands it to the steps that follow. In the editor, searches sit at the bottom of the action-event list under SEARCH. Three settings decide what happens when the result is not the one expected.

1

Find Request

Search

In Zapier“Finds Request details using the Request ID.”

Looks up a request by its Request ID, a required field, and passes its details to the next steps.

When to use it
when a later step needs the full details of a ticket whose Request ID an earlier step already carries.
Watch out
it only searches by ID, so the earlier step must carry one.

The three settings every search exposes

  1. Successful if no search results are found?
    Left on its default, a search that finds nothing stops the Zap there. Switched on, the Zap carries on with nothing found.
  2. Create X if it doesn't exist yet?
    This box turns a search into a find-or-create. Zapier lists no such variant for Find Request, so it does not apply here.
  3. If multiple search results are found?
    Keep the first match, the default, stop the Zap, or hand all the matches on at once.
When it breaks

When a ServiceDesk Plus Cloud Zap breaks

Zapier attaches no help article to this app and lists no limit specific to it. What goes wrong is what goes wrong on any Zap, seen from a help desk.

Four cases to know before you publish. If a Zap still misbehaves, our Zapier troubleshooting page is the next stop.

  • Old tickets never come through

    A Zap only reacts to what happens after it is switched on. Requests, changes and assets that existed before publishing stay out; moving that backlog is a separate job.

  • A Zap that opens its own tickets

    Create Request behind New Request, or Create Change behind New Change, writes where the trigger watches. The Zap sets itself off again and again and burns tasks fast.

  • A bulk import held back

    When a trigger suddenly returns a huge batch, after an import or a migration, Zapier's flood protection can hold those items back instead of running the Zap on each one.

  • No double runs on polling

    On New Asset, New Change and New Request, Zapier remembers what it has already seen, so the same item does not start the Zap twice.
Need help

Need help automating ManageEngine ServiceDesk Plus Cloud with Zapier?

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FAQ

ManageEngine ServiceDesk Plus Cloud Zapier integration: FAQ

01Is the ManageEngine ServiceDesk Plus Cloud Zapier integration free?
Yes, within the limits of the free plan. The app is not premium, so it works with 100 tasks a month and unlimited Zaps. The limit is the shape: one trigger and one action per Zap. New Change followed by Create Announcement fits. Add a filter, a second action or Find Request and the Zap becomes multi-step, which needs a paid plan. You also need your own ServiceDesk Plus Cloud account, set up before you start.
02How many tasks does a ServiceDesk Plus Cloud Zap use?
One per action that succeeds. Triggers are free, and so are Zapier's checks for new requests, changes or assets, however often they happen. A Zap that posts each new request to your team chat spends one task per request. If it also creates an announcement, that is two, because each successful action counts on its own. A failed action is not counted. A search step makes the Zap multi-step, so plan for a paid plan before you count tasks around it.
03Do ServiceDesk Plus Cloud triggers fire in real time?
Only one does. Trigger is instant: the app tells Zapier as soon as something is created, edited or deleted in the chosen module, and the Zap starts right away on any plan. New Asset, New Change and New Request are polling triggers: Zapier checks them every 15 minutes on Free, every 2 on Professional, every minute on Team and Enterprise. On paid plans you can also run a check by hand from the editor.
04What does it take to connect ServiceDesk Plus Cloud to Zapier?
A ServiceDesk Plus Cloud account and a Zapier account. Open the Apps page, click + Add connection, search for the app, confirm with Add connection, then sign in in the tab that opens and grant access. Each trigger then asks for a Service Desk Instance, so the account must reach the instance you want. If a Zap must touch requests or assets you do not own, that account also needs read or write access to them.
05Why is New Request slower than Trigger on the free plan?
Because they do not work the same way. New Request is a polling trigger, so on the free plan Zapier only looks for new requests every 15 minutes, and a ticket can wait up to that long before the Zap starts. Trigger is instant and does not wait for any check. If your Zap must react quickly to a new ticket without a paid plan, build it on Trigger, pointed at the right module, rather than on New Request.
06What if the ServiceDesk Plus Cloud operation needed is not listed?
Then the six actions and the search do not cover it, and two advanced actions remain. Invoke API Call runs an operation the other actions do not offer, and API Request (Beta) sends a raw request with your existing connection. Both expect someone at ease with the app's technical documentation. Neither can delete through a ready-made step, since none exists. If those two do not fit, the job has to be built another way, outside this integration.
07Zapier, Make or n8n for ServiceDesk Plus Cloud?
Compare on criteria rather than reputation. Coverage first: on Zapier the app has four triggers, six actions and one search, so check what each platform exposes for it. Speed next: on Zapier only one trigger is instant, the other three follow your plan's interval. Then billing: Zapier counts one task per successful action, and any filter or search moves you to a paid plan. Weigh those three points against the flows you actually plan to run.
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