Idea ID: 1627296

Develop mobile app for IT agents to be able to resolve issues faster and respond to incidents.

Status : Accepted
over 3 years ago

BRIEFLY DESCRIBE YOUR IDEA

Develop native mobile app for IT agents (vs. Self-service use cases) 

WHY IS THIS IMPORTANT? (WHEN USED, BY WHICH ROLE, FOR WHAT BENEFIT)
IT agents should be able to review the tickets assisgned to them, respond to critical issues and even participate and collaborate to resolve the issues in the timely manner to be able to resolve issues faster and respond to incidents.

SEPARATE FROM *WHAT* THE IDEA IS ABOUT, DO YOU HAVE THOUGHTS ON *HOW* IS COULD BE DESIGNED?

Mobile app should be available for both Android and iOS platforms. It should cover functionality for basic tasks as described above.

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  • Indeed, field support agents need the ability to update/close requests on the fly with the app.

    Only Service Portal functionality is not nearly enough for the app. Of course, not all functionality needs to be found from the app but basic request & incident actions needs to work in the app for the agents. This is actually the very least that the customers are expecting from the app when we discuss about it.

  • mobile app that support agent capabilities is important as current trend, most of the customer have helpdesk agent that is on the move. They dont know sit infront of the desk to monitor the incident ticket and etc. Hence I believe SMAX Mobile App that support agent capabilities is necessary.

  • A mobile app for field agents becomes even more necessary when we start talking about Enterprise Service Management. E.g. using SMAX for Facility Management where repair is handled mostly in the field. Enabling the use of GPS in the phone, could also be useful for locating the whereabouts of an agent. Routing a request to a recourse already at the location, or nearby, would be very efficient.

  • For us, having a way for our agents to get notification of new requests assigned to them or their group, and any comments added, will allow them to keep up to date whilst away from their desk dealing with issues. The advantage is that they are not reliant on email to keep updated, and may be able to attend to new requests without returning to their desk first.

    I certainly hope we see something like this before long!