DS Helpdesk
The DS Helpdesk App provides users free and mobile access to the OTRS Help Desk System, from any devices running an Android OS.
The application allows remote real-time ticket managing, ensuring a quick response time and user flexibility.
DS Helpdesk
is an access interface App not build by otrs.com team and we don't want to take any credit for their work.
In order for the
DS Helpdesk
App to comunicate with the OTRS Help-Desk, it requires that the OTRS has the iPhoneHandle package (
http://ftp.otrs.org/pub/otrs/packages/iPhoneHandle-1.0.1.opm
) installed.
DS Helpdesk
requires an OTRS 3.x version and the corresponding iPhoneHandle 1.0.
Also, an Android device with a 2.1 version or higher is required, along with a high speed internet connection (Wi-Fi or 3G).
Multiple Account Management
- allows information storage regarding one/more OTRS account(s) and/or system(s)
- provides easy intuitive account switching, assuring multi-account management facility
OTRS Views
- displays tickets using different view types: "Queue View", "Status View", "Escalation View"
- allows ticket handling customization, according to users' necessities
Personal Tickets
- displays user's tickets grouped by the following criteria: watched, locked and responsible
Ticket Management
- allows users to create new tickets
- provides personalized ticket management, moving a ticket to any different Queue, changing the tickets' owner or closing any specific ticket
- provides the facility of creating new notes, replying to customers using email services, giving the user easy and flexible ways to handle customers requests, thus improving service delivery.
Please note that for using all DS Helpdesk features in OTRS 3.1.1 or new you need to remove some default limitation. To do that please ask your OTRS administrator to go on:
Admin -> SysConfig -> Select iPhone -> Click on API, remove any values from fields( ex. (MoveList|MoveTicket) on iPhone::API::Object###TicketObject field) and click Update
Permissions
- full network access
- modify or delete the contents of your USB storage
- test access to protected storage
Tags
Comments
- Die App ist toll, mir fehlt allerdings noch das einstellen der Benachrichtigungen. Also das man einstellen kann welche "Queue" überwacht werden soll. Spam Ordner z.B. benötigt keine Notofication. Habe aber nichts gefunden. Man sollte mehrere Tickets makieren können um in ein anderes Queue zu legen. Macht es einfach. Aber die 5 Sterne hat es dennoch verdient.
- Die App ist toll, mir fehlt allerdings noch das einstellen der Benachrichtigungen. Also das man einstellen kann welche "Queue" überwacht werden soll. Spam Ordner z.B. benötigt keine Notofication. Habe aber nichts gefunden. Man sollte mehrere Tickets makieren können um in ein anderes Queue zu legen. Macht es einfach. Aber die 5 Sterne hat es dennoch verdient.
- Beinhaltet alles, was man braucht & läuft wunderbar und performant. Vielen Dank!
- Beinhaltet alles, was man braucht & läuft wunderbar und performant. Vielen Dank!
- Klasse Mobile Lösung. Jetzt noch die restlichen Module und . . . Perfekt :-)
- Klasse Mobile Lösung. Jetzt noch die restlichen Module und . . . Perfekt :-)
- Das HTTPS Problem wurde sehr zeitnah behoben! Danke!
- Das HTTPS Problem wurde sehr zeitnah behoben! Danke!
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