ICT Hero Helpdesk
Manage your support tickets
Free · Designed for iPad. Not verified for macOS.
Manage your IT helpdesk from your phone. Create and reply to tickets, assign agents, transfer between departments, and get instant push for new activity.
ICT Hero Helpdesk is the companion app for the ICT Hero managed helpdesk service, available to businesses supported by ICT Hero and its partner MSPs, or schools and businesses wanting a fully featured helpdesk solution.
Stay on top of your IT support from anywhere. View your open tickets, follow up with the support team, track progress, and receive instant push notifications when your ticket is updated. Built-in AI helps agents resolve issues faster and draft replies to users.
Features:
- View, reply to, and create support tickets
- Instant push notifications for ticket updates
- Secure login via your organisation's ICT Hero account
- Full ticket history and conversation thread, with attribution for every change
- Attach photos from your camera or photo library
- Agent tools: assign, accept, transfer between departments, change priority, manage CC, escalate
- Multi-account support with single-tap sign-back-in
Access required
This app requires an active account on the ICT Hero Helpdesk service. Access is provided by your IT support provider. If you're not sure whether your organisation uses ICT Hero Helpdesk, please contact your IT support team or visit icthero.co.uk to enquire about managed IT support.
Ratings & Reviews
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• Push notifications — new tickets, replies, assignments, status changes, and monitoring alerts arrive instantly; opening a push takes you straight to the ticket or device.
• Accept Ticket — one-tap takeover, right next to Assign.
• Create a ticket on behalf of someone else, with name/email auto-suggest from your directory, past reporters, and MSP teammates.
• CC auto-suggest when adding people to an existing ticket.
• Transfer tickets between departments and companies you have access to (same-company and cross-company).
• Change ticket priority, rename the subject, manage CC list, take over from the AI, escalate to MSP — all from your phone.
• Agent attribution: every mobile action — transfer, assign, accept, status change, tag edit — now shows up in the ticket history with your name attached, matching the web.
Workflow improvements
• Background refresh keeps the ticket list live without you pulling to refresh.
• Infinite scroll preserves your position when the background refresh ticks.
• Multi-account support with single-tap sign-back-in from the login screen.
• Status filter now persists as part of your saved default filters.
• Branded loading screen replaces the system spinner on cold launches.
• Reply-pending dot on tickets awaiting an agent reply.
• Row swipe actions (Accept / Assign / Close / Spam) now only appear for agent accounts.
Fixes
• Assign sheet populates on first open — no more close-and-reopen.
• Suggestions never surface spam-blocked addresses, and only show people with current access to the company.
• New-ticket department picker shows "Select department…" instead of silently picking the first one.
• Session re-auth: a 401 from the server kicks you back to the login screen with your saved account one tap away.
• Attachment images no longer leak across accounts after switching users.
• Filter sheet no longer shows empty company/department lists.
• Various typography, spinner, and sort-order fixes from v1.3.x.
The developer, ICT Hero, 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 Not Collected
The developer does not collect any data from this app.
Accessibility
The developer has not yet indicated which accessibility features this app supports. Learn More
Information
- Seller
- ICT Hero Limited
- Size
- 2.1 MB
- Category
- Business
- Compatibility
Requires iOS 26.4 or later.
- iPhone
Requires iOS 26.4 or later. - iPad
Requires iPadOS 26.4 or later. - Mac
Requires macOS 26.4 or later and a Mac with Apple M1 chip or later. - Apple Vision
Requires visionOS 26.4 or later.
- iPhone
- Languages
- English
- Age Rating
4+
- 4+
- Copyright
- © ICT Hero Ltd