Tip: Managing Your Help Desk Using Mobile Devices

samanage-helpdesk-iphone

The need for mobile help desk software functionality is becoming increasingly urgent, and SAManage can empower your help desk technicians to be more productive and efficient – even when they’re on the road.

Over the past several years, the mobile workforce has expanded to include everyone from executives to IT teams. Today’s IT support professionals now travel more frequently, or are based out of satellite offices, to best support the needs of the end user base. But in order to ensure that they can always rapidly handle service requests and stay on top of support issues, no matter where they are, they need automated help desk tools that are fully portable.

Web-Based Mobile Help Desk

SAManage offers a wide array of mobile help desk capabilities, allowing IT support professionals to easily and efficiently receive, respond to, and track tickets via Blackberries, iPhones, and other popular mobile appliances. With powerful, yet convenient features, companies can create a true mobile help desk by allowing team members at remote or off-site locations to use any mobile device to:

Receive immediate notification through email alerts when new support requests are created
Correspond and collaborate with users about open or pending service requests
Request additional information from users, to clarify issues and facilitate faster resolutions
Review issues in progress and retrieve asset configuration or history of changes

Activating Email Notifications

Activating the mobile help desk capabilities within SAManage is quick and easy. Simply enable email access on your mobile device, using the address already linked to your SAManage account, to get email notifications when new help desk tickets are assigned to you or when a new reply to a ticket was received. Or, if you’d like to create a unique email ID specifically for your mobile device, you’ll just need to make sure that you re-set the default email assignee in SAManage to the new email address.

Use Your Phone’s Web Browser

Additionally, you can use your phone’s Web browser to utilize the SAManage IT management service by navigating to https://app.samanage.com. Login to your account to access your help desk. This allows you to not only leverage the help desk capabilities, but to access other areas of the SAManage service, such as computer and software inventory, the contracts repository, and detected risks.

Visit our Web site to learn more about our mobile help desk features, as well as our other SaaS IT management solutions.

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