How does a service desk app work?

A service desk app works like a standard service desk solution, but it’s optimized for a mobile device. It gives agents the same ability to support your employees without having to be tethered to their desks. With a service desk app, you can easily create, edit, and escalate tickets and communicate with employees, helping to ensure everyone is on the same page. With a service desk app like the SolarWinds ® Service Desk mobile app, your incident queue travels with you, whether it's between sites or even at home. This means you can always keep an eye on incoming or open tickets. The app also lets you update and resolve issues directly through your mobile device. For example, you can use a swipe or long press action on a ticket to reassign it, escalate it, update its status, add an attachment, or fully resolve the incident. The app even gives you access to historical data so you have a better framework to use. The SolarWinds Service Desk app also makes it easy to submit service requests for yourself or others with full access to the service catalog. Service desk apps make it easy for you to stay on top of your service desk even when you aren’t in the app, as they can send notifications telling you when new tickets are made or when existing tickets are changed.

What are the benefits of mobile incident management?

There are many benefits to mobile incident management. The biggest benefit, which encompasses many of the others, is service desk apps put the ability to work and resolve tickets into the palm of your hand. This ability leads to many other benefits, including saving you time and money. With the ability to resolve tickets from anywhere, service desk apps can help you reduce downtime by allowing you to resolve incidents when they arise. You can also reduce the maintenance backlog, as more freedom to resolve tickets means faster time to resolution and fewer tickets left waiting. With fewer process delays and less backlog, you can improve first-touch resolution rates, increasing business productivity. Service desk apps can also help you improve and extend the life of your assets. Because a service desk app can help you better manage your tickets, it helps you keep your assets up and running, ensuring issues don’t grow and potentially shorten the lifespan or usefulness of the asset. Service desk apps also make things easier when you’re in the office. One of the ways they do this is through the ability to access the service catalog from your mobile device. For example, imagine an employee submits a ticket saying their computer monitor is broken. When you go over to their desk and confirm it needs to be replaced, you can pull up the service catalog through the mobile app and submit a request for the new monitor before you have a chance to get distracted by another project.

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Get on-the-go mobile notifications sent right to your app

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There may be plenty of tickets you want to skip, but you can’t miss important requests or alerts, even when you’re on the go. With real-time notifications sent directly to your help desk app from SolarWinds^® Service Desk, you can quickly react to employee needs no matter where you are. Push notifications right on your home screen make it easy to ensure you never miss an update.

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Manage incidents and assets anytime, anywhere

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With the SolarWinds Service Desk app, your incident queue can travel from site to site (or home with you), so you can keep an eye on open or incoming tickets. But there’s more to delivering IT services than managing incidents. From the SolarWinds Service Desk mobile app, you can also track and manage assets and even scan new assets into your inventory while on the go.

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Quick actions and a user-friendly interface make it easy to manage tickets

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The purpose of using a mobile service desk app is to simplify the ticket management process. The SolarWinds Service Desk app delivers on this with a UI offering quick action functionality to create a more convenient and user-friendly experience.

The app’s quick actions let you easily update tickets. With a swipe, you can resolve or escalate tickets. With a long press, you can escalate, resolve, or reassign a ticket; update its status; or add an attachment.

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Deep linking helps you address issues fast

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In the past, when you clicked on a link in an email notification, you were taken to a mobile browser. With deep linking through the SolarWinds Service Desk mobile app, when you click on a notification (in the form of a push notification on your mobile device or in an email), you’re taken directly to the incident record in the mobile app. This means you can jump from the notification straight to the service record and start working on the issue right away.

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Get More on Service Desk Apps

Do you find yourself asking…

What is a service desk app?
How does a service desk app work?
What are the benefits of mobile incident management?
Related features

A service desk app is a mobile application for iOS or Android devices designed to bring the capabilities of a full-featured, computer-based service desk right to your mobile device.

Technicians need to be able to provide support from anywhere, whether it’s from the office, from the field, or from home. With a service desk solution on your mobile device, your essential service management capabilities are continually accessible, even if your agents aren’t at their desks. This gives them the freedom to quickly respond to inbound requests, communicate with employees directly, and resolve tickets from anywhere.

With the help of push notifications, mobile incident management is simple. A service desk app notifies you when a new ticket is submitted, when an existing one is updated, or when a comment is added. This gives agents the freedom to focus on other work, as they know they’ll be notified on their mobile devices when their attention is needed.

Having a service desk app is like having your service desk solution right in your pocket. It lets you deliver support at any time and from any place, which leads to faster incident resolution.

A service desk app is a mobile application for iOS or Android devices designed to bring the capabilities of a full-featured, computer-based service desk right to your mobile device.
Technicians need to be able to provide support from anywhere, whether it’s from the office, from the field, or from home. With a service desk solution on your mobile device, your essential service management capabilities are continually accessible, even if your agents aren’t at their desks. This gives them the freedom to quickly respond to inbound requests, communicate with employees directly, and resolve tickets from anywhere.
With the help of push notifications, mobile incident management is simple. A service desk app notifies you when a new ticket is submitted, when an existing one is updated, or when a comment is added. This gives agents the freedom to focus on other work, as they know they’ll be notified on their mobile devices when their attention is needed.
Having a service desk app is like having your service desk solution right in your pocket. It lets you deliver support at any time and from any place, which leads to faster incident resolution.
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