DS Helpdesk

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.

Requirements


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).


Features


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

Recent changes:
>>Fixed Owner list in Move to Queue screen
>>bug fixing (Fixed few reported problems)
>>order button added in Move (Quick) view
Add to list
Free
65
3.3
User ratings
160
Installs
10,000+
Concerns
0
File size
801 kb
Screenshots
Screenshot of DS Helpdesk Screenshot of DS Helpdesk Screenshot of DS Helpdesk Screenshot of DS Helpdesk Screenshot of DS Helpdesk Screenshot of DS Helpdesk Screenshot of DS Helpdesk Screenshot of DS Helpdesk
About 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.

Requirements




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).


Features




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

Recent changes:
>>Fixed Owner list in Move to Queue screen
>>bug fixing (Fixed few reported problems)
>>order button added in Move (Quick) view

User reviews of DS Helpdesk
Write the first review for this app!
Android Market Comments
A Google User
Feb 27, 2015
No setting options No button for setting
A Google User
Feb 17, 2015
Not working On Samsung galaxy s5 no start buttons appear so you can login into the account . Basically you can't use the application in any way
A Google User
Jan 28, 2015
Needs updating Galaxy Note 4 cannot run application. The Samsung Galaxy Note for no longer has a Settings button specifically for Android. Due to this you cannot configure the app for your system because there is no settings button within the app. I loved the app on my old phone.
A Google User
Jan 27, 2015
Apache-HttpClient/UNAVAILABLE error Ubuntu 14 otrs 4.0.5 apache 2.4.7 fresh install...cannot login app is useless
A Google User
Jan 11, 2015
Nope. Out of the box experience fails.
Version 1000000
Version 1000000