ServiceDesk Plus | On-premises 4+
On-premises service desk app
Zoho Corporation
-
- Free
Screenshots
Description
Employees can find answers or get the services they need, anytime and from anywhere, with the mobile app powered by ServiceDesk Plus. The platform combines ITSM essentials and ITAM with enterprise service management capabilities.
Technicians can also manage requests, approvals, and tasks on the go, be it handling IT, HR, legal, or finance service desks.
Here are some of the key features available in the app:
Requests: Create, view, edit, and resolve requests. Track the status of tickets, assign technicians, and add notes.
Tasks: Break down requests into tasks, assign them, and track progress.
Attachments: Add files and images to requests for reference.
Work logs: Record time spent on requests.
Solutions: Access prerecorded solutions for common issues.
Assets: Add assets through bar code/QR code scan, view details, and gain access to remote Windows machines.
Calendar integration: View all your pending tickets as events on your mobile calendar app.
Change approval: CAB members can quickly approve change requests.
Additional features
1. Review and approve service requests and changes from your mobile device.
2. Receive real-time notifications on request assignments, replies, and approvals.
3. Chat with end users right from the app.
4. Create custom views and tailor the app to your preferences.
If you haven't installed ServiceDesk Plus yet, go ahead and try out out the fully featured, 30-day, free trial at https://mnge.it/install-servicedesk.
Note: This is not a stand-alone application. To log in, your organization must have downloaded and installed the ServiceDesk Plus app or must have an account with ServiceDesk Plus. The ServiceDesk Plus mobile app is only supported with ServiceDesk Plus On-premises version 14000 and above.
What’s New
Version 6.0.4
1. Added filter support for Announcements.
2. Announcements are displayed as follows (consistent with the web version):
Requester login: Only active announcements are shown.
Technician login: View all announcements (Active, Inactive, Future) with a 'Show All' button.
Ratings and Reviews
Decent First Release
And it does work but you need to go into the Admin section of your Service Desk Plus and click on a Technician and generate an API Key for them at the bottom of their profile. This key must be in their iOS Device Clipboard when authenticating the first time. Also make sure to set up the External URL field in the Service Desk.
Hopefully the developer team will work on the API Key provisioning to make it easier, it may just be an unnecessary added security layer but at minimum it should allow you to select the Technicians you want to give mobile access for this app and email each one of them an API Key.
What I would like to see in a future release:
1. Ability to edit more fields like Group / Category / Subcategory / Item.
2. Ability to view conversation history for emails sent to and from the Service Desk in respect to each request.
3. Ability to use custom public filters that are visible in the desktop web app.
Also a bug I discovered is that quotes need to be escaped in the ticket body when editing a request to has quotes in it. This seems to cause malformed jSON which failed to update a ticket. I was successful updating the ticket when I manually removed quotes and saved.
All in all it's a step in the right direction. Keep it up guys and we will be watching for the next build.
Works great!
Did anyone bother to read the minimum requirements for this new version of the app? You MUST upgrade SDP to build 8125. MUST. This is because of a variety of REST API changes made to support the new version. I suspect all the 1 star reviews failed to take note of this. The new update is fantastic and works well. The layout is much better and you can now view conversations and notes. Hurray!
It works. That's about it.
As the review by ajpaxson mentions there are serious limitations to the application. You get the basics - in other words as long as you only want to close a ticket or view a ticket's details you're golden. If you want to view comments, notes, change the ticket to a non-default status and more… you're out go of luck. And don't bother trying to reply to a ticket unless you know the requester's email address… because it doesn't populate that for you.
It's very much like someone who doesn't use the ServiceDesk at all decided on the features, and then people who never use the ServiceDesk wrote the app. So while it's nice to have the app (Thanks!) - when the app is so very limited it almost makes it not worth having. My techs are still having to use a browser to complete real updates to a ticket.
App Privacy
The developer, Zoho Corporation, indicated that the app’s privacy practices may include handling of data as described below. For more information, see the developer’s privacy policy.
Data Linked to You
The following data may be collected and linked to your identity:
- Contact Info
Data Not Linked to You
The following data may be collected but it is not linked to your identity:
- Location
- User Content
- Identifiers
- Usage Data
- Diagnostics
Privacy practices may vary, for example, based on the features you use or your age. Learn More
Information
- Seller
- Zoho Corporation
- Size
- 46.7 MB
- Category
- Business
- Compatibility
-
- iPhone
- Requires iOS 16.0 or later.
- iPad
- Requires iPadOS 16.0 or later.
- Apple Vision
- Requires visionOS 1.0 or later.
- Languages
-
English, Arabic, Armenian, Bosnian, Bulgarian, Croatian, Czech, Danish, Dutch, Finnish, French, Georgian, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Italian, Japanese, Korean, Lithuanian, Macedonian, Norwegian Bokmål, Polish, Portuguese, Romanian, Russian, Serbian, Simplified Chinese, Slovenian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, Vietnamese, Welsh
- Age Rating
- 4+
- Copyright
- © 2024 Zoho Corporation Pvt. Ltd.
- Price
- Free