Manage Engine ServiceDesk

Manage Engine ServiceDesk + Konnectify

Manage Engine ServiceDesk Integration with Konnectify

Automate IT service management and help desk workflows by connecting ServiceDesk Plus requests, attachments, and notes with the rest of your business applications.

Requests Attachments Request Notes 1 Trigger 11 Actions

ON THIS PAGE

→ What is Manage Engine ServiceDesk? → API & Authentication → How to Connect → Triggers (1) → Actions (11) → Popular Automations → FAQ

What is Manage Engine ServiceDesk?

Manage Engine ServiceDesk Plus is an IT service management and help desk platform used by IT teams to track incidents, service requests, assets, SLAs, and technician collaboration. It helps organizations centralize support operations and deliver structured IT services.

By integrating Manage Engine ServiceDesk with Konnectify, you can automate request creation, updates, notes, attachment handling, and cross-app workflows without manually copying ticket information between systems.

New to Manage Engine ServiceDesk?

Explore ServiceDesk Plus for ITSM, help desk, ticketing, and service request management.

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New to Konnectify?

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What you can automate

• Detect newly created service requests

• Create new ServiceDesk Plus requests

• Update request fields, status, and metadata

• Retrieve, list, or delete requests

• Add, update, list, retrieve, or delete request notes

• Upload attachments to existing requests

API & Authentication

OAuth 2.0 authorization

The Manage Engine ServiceDesk connector uses OAuth 2.0. In Konnectify, you provide your OAuth Client ID, Client Secret, region, and portal name, then authorize access through the Zoho/ManageEngine authorization screen. Konnectify does not store your ManageEngine account password.

The connector requests access for ServiceDesk Plus requests and setup APIs, plus offline access so workflows can continue running after the initial authorization.

Supported API capabilities

Read newly created requests from ServiceDesk Plus.
Create, update, fetch, list, and delete requests.
Upload attachments to ServiceDesk Plus requests by URL or Base64 content.
Add, update, retrieve, list, and delete notes associated with requests.
Use portal and regional data center settings for the correct ServiceDesk Plus environment.

Plan and rate limit note

API access, OAuth app configuration, request modules, and rate limits may vary based on your ServiceDesk Plus edition, region, role permissions, and ManageEngine account settings. If an operation fails, confirm your plan supports the required API endpoint and that the connected user has permission to access the target portal and request.

For endpoint-level details, see the official ManageEngine ServiceDesk Plus Cloud API documentation.

How to Connect Manage Engine ServiceDesk to Konnectify

Prerequisites

An active ManageEngine ServiceDesk Plus Cloud account with API access.
Your ServiceDesk Plus portal name, for example: itdesk.
The correct region: United States, European Union, India, Australia, Japan, Canada, Saudi Arabia, United Kingdom, China, or United Arab Emirates.
A Zoho/ManageEngine OAuth Client ID and Client Secret configured with the required redirect URI.
A Konnectify account with permission to create or edit workflows.

Add Manage Engine ServiceDesk to a Workflow

Open Konnectify and create a new workflow or edit an existing workflow.
Choose Manage Engine ServiceDesk as your trigger or action app.

Authorize via OAuth 2.0

Select your ServiceDesk Plus region and enter your portal name.
Enter your OAuth Client ID and Client Secret.
Click to authorize, then approve the requested ServiceDesk Plus permissions.

Configure the Trigger or Action

Select the event, such as Request Created, Add Request, Update Request, or Add Notes to Request.
Map fields from previous workflow steps into the request, note, or attachment fields.

Tip: For update, note, delete, and attachment actions, make sure you pass the correct ServiceDesk Plus request ID. For updates, only provide the fields you want to change.

Test the Workflow

Run a test to confirm Konnectify can fetch, create, or update the expected request data.
Review field mappings and response data before activating the workflow.

Activate the Workflow

Turn on the workflow when your test results are correct.
Monitor workflow history in Konnectify to confirm successful automation runs.

Triggers 1

This integration includes 1 polling trigger. Konnectify periodically checks ServiceDesk Plus for newly created requests and starts your workflow when matching data is found.

Requests 1 triggers

Request Created

This trigger fires whenever a new Request is created in ServiceDesk Plus.

Actions 11

Use these actions to create and manage ServiceDesk Plus requests, notes, and attachments from automated Konnectify workflows.

Requests 6 actions

Upload Attachment

Upload a file to a ServiceDesk Plus request using either attachment URL or Base64 content.

Add Request

Creates a new request in ServiceDesk Plus with support for attachments, assets, and custom fields.

Update Request

Updates an existing request in ServiceDesk Plus. You only need to provide the fields you want to change.

Get Request by ID

Fetches the details of a specific request in ServiceDesk Plus using its unique ID.

Delete Request

Deletes a specific request in ServiceDesk Plus.

List Requests

Retrieves a list of requests in ServiceDesk Plus based on the provided filters.

Request Notes 5 actions

Add Notes to Request

Adds a new note to a specific request in ServiceDesk Plus.

Update Request Note

Updates a specific note associated with a request in ServiceDesk Plus.

Get Request Note

Retrieves the details of a specific note associated with a request in ServiceDesk Plus.

Delete Request Note

Deletes a specific note associated with a request in ServiceDesk Plus.

List Request Notes

Retrieves a list of all notes associated with a specific request in ServiceDesk Plus.

Popular Automations

Here are common ways teams use Manage Engine ServiceDesk with Konnectify to reduce manual ticket administration.

Document every new request automatically

When a new service request is created, add a standardized internal note with triage instructions, SLA details, or next-step guidance.

Request Created → Add Notes to Request

Attach supporting files to incoming tickets

Use file URLs or Base64 content from another app to upload screenshots, logs, invoices, or evidence to a ServiceDesk Plus request.

Request Created → Upload Attachment

Enrich request records before routing

Fetch full request details by ID, then update the request with categorized fields, priority, technician notes, or data from connected systems.

Request Created → Get Request by ID → Update Request

Create follow-up service requests

Create a related request for another team, queue, or process when a new high-priority request requires a separate fulfillment track.

Request Created → Add Request

FAQ

How does Manage Engine ServiceDesk authentication work in Konnectify?

The connector uses OAuth 2.0. You enter your region, portal name, Client ID, and Client Secret, then authorize the connection through the Zoho/ManageEngine OAuth screen. Konnectify uses the granted authorization to run workflows without storing your ManageEngine password.

Which ServiceDesk Plus plans are supported?

Supported plans depend on ManageEngine’s API availability for your ServiceDesk Plus Cloud edition and region. Your connected user must also have permission to access the target portal, requests, notes, attachments, and setup data required by the workflow.

How does the Request Created trigger work?

Request Created is a polling trigger. Konnectify checks ServiceDesk Plus at scheduled intervals and starts the workflow when it finds a newly created request that has not already been processed.

How can I prevent duplicate requests or notes?

This connector does not include a dedicated upsert action. To reduce duplicates, use request IDs from triggers where available, add filters before create actions, and use List Requests or Get Request by ID to check existing records before creating follow-up requests or notes.

How are rate limits handled?

ManageEngine may enforce API limits based on account, region, and endpoint usage. If rate limits are reached, workflow runs may be delayed or fail until capacity is available. Design high-volume workflows with filters and only call actions when needed.

Can I connect multiple ServiceDesk Plus accounts or portals?

Yes. You can create separate Manage Engine ServiceDesk connections in Konnectify for different regions, portals, or user accounts. Name each connection clearly so workflow builders choose the correct portal.

Can I automate request notes and attachments together?

Yes. A workflow can upload an attachment to a request and then add a note that references the file, or it can retrieve existing request notes before deciding whether to add another note. Make sure each step uses the correct request ID and, for note updates or deletes, the correct note ID.

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