Help Desk Software

Yesterday, IssueTrak, a help desk and customer support software provider, announced the release of IssueTrak Mobile. IssueTrak’s mobile application is compatible with most mobile operating systems, including Apple iPhone, Google Android, RIM Blackberry and Microsoft Windows Mobile. The mobile application will now allow help desk professionals to track issues while on the go.

With the rapid modernization of the business world, business professionals are in need of mobile applications to manage their business while away from their desks. Real-time access to important data is crucial. IssueTrak addressed these needs when developing the IssueTrak mobile app. Mobile users can monitor the help desk at all times, view the status of certain issues, assign tickets and more without a computer.

Hank Luhring, the CEO of IssueTrak, Inc., commented on the release of their mobile application. He said, “Issues occur 24/7. Support organizations need to respond quickly and take action immediately. With IssueTrak Mobile, field technicians, managers and end users alike can use their issue tracking system no matter where they are. Having mobile access makes any support or service organization more productive, able to provide a higher level of support and achieve greater customer satisfaction.”

IssueTrak Mobile has a simple user interface so users can quickly and easily access important information. Users can edit, assign, report, submit or close issues on the app. Users can also search within the application, access the knowledge base and synchronize data instantly and securely.

There is no installation necessary as deployment is immediate. IssueTrak mobile is available now. Read more about IssueTrak or its mobile application on IssueTrak’s website.

Technorati Tags: android, Blackberry, iPhone, issuetrak, issuetrak mobile, Mobile Help Desk, windows mobile

Today, OTRS released its free iPhone and iPad mobile help desk app. The app can access OTRS’s customer service solution from anywhere at any time.

OTRS provides an open source project, a Help Desk and IT Service Management solution, free of charge. Over 80,000 corporations use OTRS for their customer support or other enterprise needs.

The addition of the help desk iPhone app extends the functionality of the OTRS project. The iPhone app enables remote access, real-time ticket tracking while traveling, and instantaneous iPhone syncing with the main system. Additionally, users of the help desk app can access multiple help desks; personalize and configure their ticket management interfaces; create new tickets from within the app; manage, edit, and escalate tickets; and answer help desk queries via email.

OTRS Help Desk iPhone App interface: main menu and ticket view

“We are excited to offer our new iPhone app that enables the management of customer service information 24/7, from anywhere in the world,” says Paul Salazar, GM of OTRS North America. “We are equally proud to enable users to download the application free of charge, to connect to our open source software. At OTRS, we believe in freedom of choice, freedom from vendor lock-in, and the freedom of open source.”

In other OTRS-related news, the help desk project went into its 3.0 beta last week. The new update features an all-new Graphical User Interface (GUI) with a new ticket dashboard, Ticket Zoom view, improved search, interactive Global Ticket overview, ticket archiving, and accessibility compliance. An outside firm, ma ma interactive system design, aided the open source company in making the help desk solution user-friendly in interface and design. OTRS estimates that the new release will allow help desk agents to resolve requests 30% faster.

More feature details and screenshots of the new iPhone app can be found at the OTRS website at: http://www.otrs.com/en/products/iphone-app/

Technorati Tags: iPad, iPhone, OTRS

Earlier this week, SysAid released its Helpdesk App for the BlackBerry. The mobile app is free to download from BlackBerry App World as part of SysAid’s IT Management Software system, and enables users to access the SysAid Helpdesk service remotely.

This follows SysAid’s previous release in June of a help desk iPhone app, and will soon be followed by a similar Android App. With these three releases, SysAid claims that it will be the only IT management solutions provider with mobile helpdesk solutions for each of the major smartphone platforms available today.

As listed on the BlackBerry app store, the SysAid Helpdesk app allows users to:

• View all service requests assigned to your team

• Create new service requests

• Easily filter the service request list per field to access the exact information you need

• Update the status, priority, urgency, due date, request user, and any other field in a service request

• Search for service requests via service request quick access or free search

• Customize the displayed fields in your helpdesk list

• View and manage your assets

• Easily navigate between views in an interface that’s specially designed for your mobile device

“BlackBerry and mobile computing technology has fundamentally altered the way that business is done around the world, allowing us to maximize efficiency whether we are in the office or on the road and we believe that IT managers should benefit from these advantages as well,” says Israel Lifshitz, founder and CEO of SysAid. “By packaging our software into a BlackBerry app, we are delivering significant value to our customers, who will be able to use this application to continue to deliver superior helpdesk support whether they are in the office, at home or on the go.”

The mobile helpdesk app is compatible with SysAid IT 7.0.05, the latest version of SysAid’s management solution.

This is part of a recent boom in mobile IT solutions released in response to recent smartphone popularity. In particular, mobile helpdesk solutions enable representatives to support customers at any time or location. A mobile workforce is becoming increasingly important and viable, and a mobile helpdesk will be an especially necessary aspect.

Technorati Tags: Blackberry, SysAid

Are you a support desk agent who needs to access your help desk system from your mobile phone? Well, look no further because Zendesk, a web-based help desk software provider, just announced that they updated their Zendesk iPhone application with iOS 4 compatibility. Zendesk has a customizable customer support solution that is easy to integrate and use. Zendesk’s inexpensive product is for IT departments who have to handle customer or employee inquiries, questions and complaints. The Zendesk iPhone application is ideal for IT administrators who want to access the help desk database on the go with their mobile phone.

Zendesk’s iPhone application has a number of features, including multitasking support and high resolution graphics for the iPhone 4. Users can view, update and create new tickets on their iPhone. Even configure ticket fields or add follow-up comments to the requests. The Zendesk iPhone application shows you who the ticket is being monitored by, requested by, when it was requested, the real-time status, the type of inquiry, the priority level and who the ticket assignee is. Users can also modify the ticket fields. The iPhone app has an easy to use interface so it is fast and easy to check the status of tickets.

One of the coolest things about this Zendesk for iPhone application is that it has Twitter integration. Zendesk tickets submitted through Twitter, known as “twickets”, are uploaded onto the iPhone application. Users can tweet back to the person who submitted the twicket either publicly through Twitter or privately through direct messaging.

Stay updated on customer requests with the real-time access to Zendesk on your iPhone. The best part is that Zendesk is a free iPhone application! Assuming of course, you already have a Zendesk account. This mobile support ticket application will definitely come in handy and allow you to provide the best customer service possible.

If you are interested in learning more about Zendesk or the Zendesk iPhone application go to their website. You can buy the Zendesk iPhone app on Apple’s iPhone App store. Check out the video below to see up close the features of this iPhone app.

Technorati Tags: apple, customer support solution, Help Desk, iPhone, iphone app, iphone application, mobile support solution, Zendesk

OTRS, a help desk management solutions provider, announced the impending release its free OTRS iPhone Help Desk app. The mobile application allows all representatives and staff with user log-ins to connect to the OTRS platform from an iPhone or iPad.

In the mad scramble to appease that crucial client, it’s imperative to get the right person in with an expedient response. Often only quick replies are required, but this can be costly to SMBs that don’t have the manpower to field the help desk service lines. Hence, the OTRS mobile help desk app allows representatives to remain mobile and still respond to customer queries.

“Help Desk applications become necessary as soon as an organization can no longer manage their customer interactions using just email but need a true tracking system that multiple agents can use,” says Paul Salazar, General Manager at OTRS. “The iPhone app will let your help desk deliver more timely responses by not having to be at their desks, or be carrying notebooks or netbooks. Nine times out of ten, a quick, simple, one-sentence response will take care of a problem. And for managers, this app will let them manage remotely, such as redirect a ticket to the queue for the staff.”

The OTRS software is a free, open-source application (Open-source Ticket Request System) that is distributed under the GNU Affero General Public License (AGPL). Versions of the help desk app are available for Windows, Linux, Mac OS 10.x, AIX, FreeBSD, and OpenBSD.

Screenshot of the OTRS interface

Says Jay Lyman, analyst at the 451 Group, “I believe OTRS’s new iPhone app resonates with SMBs in terms of their help desk needs and in dealing with devices their employees are bring into these organizations. SMBs are increasingly looking at open source for the same cost and flexibility reasons that enterprises have been. Smartphones and the need for Help Desk productivity and responsiveness serve to increase their interests as well.”

The mobile call center app will be available from the iTunes App Store by July 26^th.

About OTRS:

OTRS began as an open-source project in 2001 by Martin Edenhofer, and has since grown into a company of 60 employees based in the U.S. and Germany. The company provides help desk and IT service management solutions to log, process, and manage ticket requests. The revenue for the free, open-source service provider comes from professional and managed services.

Technorati Tags: iPhone, Open Source Help Desk, OTRS