Selecting the right helpdesk solution for your business requires a lot of research. There are hundreds of helpdesk solutions that offer very similar features. Finding the shortcomings of a helpdesk solution can be as important as finding a useful feature.

If having a mobile helpdesk team is important, one way to narrow the number of potential helpdesk vendors on your list is to add the following entry to your RFP or feature requirements list:

The helpdesk solution must have a native (iPhone, Android, Windows Mobile, etc…) application for managing tickets and performing helpdesk functions.

What is a Native App?

Basically, a Native Application is one that is designed and developed for a specific target environment. The developer will use code libraries and Operating System functions specific to the hardware device. This allows mobile developers to take advantage of platform specific features and make more useful apps.

Helpdesk Solutions with Native iPhone Apps

We have compiled a list of helpdesk software applications with native iPhone apps. We also searched Android, Windows Mobile, and BlackBerry app marketplaces and listed other native apps where applicable.

BMC

BMC offers two applications for self-service. The Mobile Self-Service app may be distributed to end-users(customers) to allow them to submit incidents and make IT requests and also view status updates. The ServiceDesk on Force.com app is a self-service app for those using the Force.com solution. Both self-service apps are free.

iPhone  BlackBerry

Cherwell

The iCherwell app allows IT and helpdesk staff to access Cherwell ITSM and manage work including incidents, requests, approvals, and even run reports.

iPhone

h2desk

The h2desk app lets technicians manage tickets, reply with canned replies and knowledgebase entries, and update ticket status.

iPhone

Jira

Native mobile apps for Jira issue tracking software come from 3rd party developers. A few include:  JiraTouch (9.99), Bugbox(lite version and 24.99), and Jira Anywhere (free). Each app is different, but all contain ability for team members to access projects, manage issues, and see overall project and team status.

iPhone  Android  Blackberry  Windows Mobile

Kaseya

For help desk managers and technicians to manage their teams, tickets, requests, and customer information. May be configured to follow ITIL 3.0 processes when connected with Service Desk module in Kaseya 2.

iPhone  Android(Currently in Beta)

Livehelp

Chat directly with your website visitors using the Livehelp app. You may also see which area of the website your visitors are viewing and field incoming chat requests.

iPhone

Salesforce

Salesforce is primarily used for CRM and contact management.  However, help desk teams and customer support reps may also track tickets within Salesforce.com and manage those tickets from the Salesforce.com app.

iPhone  Android  Windows Mobile  BlackBerry

SysAid

The SysAid app allows technicians to manage ticket, incidents, requests and even asset information.

iPhone  Android

WebHelpDesk

The app allows IT and help desk technicians to access their tickets, group tickets, and search for customers. Technicians may also log or schedule work tasks with billable amounts for customers.

iPhone

Zendesk

Zendesk offers a native app for iPhone, Android, and Blackberry allowing technicians to access their account and manage tickets and customer conversations on the go.

iPhone  Android  BlackBerry

Read More…

Part 1: Series Intro – Useful IT and Helpdesk Apps

Part 2: 10 Useful IT and Helpdesk Apps for iPhone

Part 3: Helpdesk Solutions with Native iPhone Apps

This entry was posted on Monday, January 24th, 2011 at 12:48 pm and is filed under Blog. You can leave a response, or trackback from your own site.