DS Helpdesk Plus

NOTE:
According to the otrs.com, starting with OTRS 5, the iPhoneHandler required to run DS Helpdesk is no longer supported. For the moment DS Helpdesk does not work with OTRS version 5.
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The DS Helpdesk Plus 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 Plus 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 Plus 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 Plus 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



Article Attachment
DS Helpdesk Plus allows you to download (and after that view) attached documents.



New Tickets Autocheck
DS Helpdesk Plus offers the option to automatically check for new tickets periodically (even if the application is not running).
This option can be activated from "Login screen -> Menu -> Settings".



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