Transcription
The OneDesk mobile app lets you carry your OneDesk around with you. The mobile app is available on iOS and Android for your agents, it is connected to your main app, and offers a lot of features for help desk and task management. Access and update your tickets and tasks, log time, respond to customers and communicate with your team on-the-go.
The app can be downloaded from the App Store for iOS or Play Store for Android. Once downloaded, the app will be available on your phone. Login using your OneDesk credentials (the email and password you use to login to the main web app).
All the applications you can access are available on the bottom bar. First Let’s talk about the tickets and tasks applications. These both function nearly the same but like the main app, the differences are in the default properties on tickets and tasks as well as their general use cases. See our videos on overviews of tickets or tasks for detailed explanations.
Now keep in mind what you see in the app corresponds to the permissions set from the main web app. So for example if a non-admin user does not have access to a particular application or project they will not see those things in the mobile app either. For example the tickets app can be hidden from a user in the main app, so the ticket app would be hidden in mobile as well.
With that covered, let’s get into working from the mobile app. Here are all my tickets in the mobile app. You can tap on the top right menu to bring out your side panel. Here we can view our profile where you can also set your app language. But primarily you’ll be using this panel to find tickets. There is the search of course. As well as the filters. We can filter to open or closed tickets. Filter tickets assigned to yourself or tickets assigned to nobody. You can also filter by ticket type. Types are enabled or configured from the main app.
Lets tap on a ticket to work on it. Tap on the ticket or task you want to view or work on to bring up its details. You can update many properties from the mobile ticket/task detail panel. Lets go through the options.
Tap the ticket/task icon to change the item type.
Change the status by selecting the status bubble.
Scroll the progress bar to change the percentage complete of the ticket/task. Tap the stars to change the priority level. Add followers to the ticket/task. Followers will be notified about new messages on the ticket.
Add to or update the ticket description
Attach view, download, or delete a file. Tap the icons above the file section to attach, view, download or delete.
Change which project the ticket/task is contained in.
Assign a user or team to a ticket/task.
See conversation history, start or continue a conversation with a user or customer. Like the main web app, ‘Customer replies’‘ are visible to any customer who is the requester of the ticket/task. While Internal messages can only be seen by users. Followers will see the message and you can also add additional people to the conversation. You can also attach files to the message itself here.
The tab beside conversations lets you Log time by starting a timer or submitting a timesheet. If you close your app the timer will still be running (until you stop it). If you start a timer you can also use the main app where you will see it running. Timesheets let you enter the work performed, new percentage complete or status. The start and finish date of the work performed. Whether it is billable or not. And you can include notes on the timesheet. Details like custom fields you’ve created in the web app will appear here as well.
What you can do in the tasks application is the same as in the tickets application.
Next is the mobile messenger app. On the top right by tapping on the hamburger menu (three lines) of your messenger app, you can access your conversation filters, which are very similar to the ones in the main app. You are able to search for conversations, as well as filter your conversation list based on different conditions. The following filters are available:
- Open conversations
- Closed conversations
- Customer replies
- Internal inbox
- Internal sent
- All closed conversations
Your live chat messages will come in here as well. You can tab the various conversations to reply to that customer or your team mates. New conversations here are internal messages. Add someone on your team, attach a field and send a message to them whether they are working on mobile or the web app.
Lastly are forms. Forms, like in the web app, refer to the internal ticket or task creation form. Forms are how your team can submit new tickets or tasks. Once again the types you’ve enabled will appear here. Tap to create a new ticket or task and it will bring up your creation form. Again the properties or configurations you’ve made from the web app, such as adding fields to your internal forms will be synced in the mobile app. Fill in the fields to submit your new item. Finally if you have any questions reach out through live chat or at support@ondesk.com.