The Daily App: Zendesk For AndroidMay 23, 2011
by Edward F. Moltzen
Help desk solutions sometimes need to go where help is required, and that can mean leaving a workstation and walking the floor or heading into a data center. But for VARs and IT support, that doesn’t mean the help request tickets just stop.
That’s where Zendesk, the online help desk service, kicks in. The company has ported its Support Ticket System for IT help to the Android platform in the form of an app that allows for tracking and updating of items needing attention and resolution. The free app serves as an extension to Zendesk’s software- and Web-based help desk tracking solution, which costs $9 per agent per month under a “starter” package, $24 per agent per month for its regular package, or $49 per agent per month for its “plus” package.
Zendesk for Android is straightforward and simple. Once a help desk ticket is assigned to a support person, the support person’s Android console is immediately updated via the cloud with details about the status, nature and urgency of an open help desk ticket. Tapping the device’s menu button outside the app will provide a menu that includes updating a ticket’s status.
For those organizations that deploy Zendesk, the app extension should be considered as a means for pushing out new tickets to IT support where appropriate, and provides an indication that help desk service could be an area to watch for the smart device platform.