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
71
3.6
User ratings
114
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

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User reviews of DS Helpdesk
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Android Market Comments
A Google User
Jul 4, 2014
Can't connect to OTRS 3.3.5 Apache log says: "Apache-HttpClient/UNAVAILABLE (java 1.4)" Server is ubuntu 12.04 LTS, client is Nexus 4 with android 4.4.4
A Google User
Feb 13, 2014
Won't connect Always says login failed. I have triple checked my information and I know it is correct. Doesn't work.
A Google User
Feb 6, 2014
Keeps stating invalid address It doesn't matter what web address I use with or without the http:// or https:// with our without the www. I can't connect.
A Google User
Dec 7, 2013
Does not connect. Using note 2 Would love to use it, but I do not get any further than creating the account. Upon saving bit tells me it cannot connect.
A Google User
Oct 23, 2013
Now were talking Login failure..Tried repeatedly to contact support to no avail.. Now its working after rebuilding I Phone handler. Best Otrs app I have seen.. Needs a home button.