Spiceworks announced the ability for IT professionals to deploy and manage its cloud-based help desk solution on mobile devices through the new Spiceworks Help Desk mobile app.
The company also announced new features to the cloud-based help desk offering, including service level agreement (SLA) ticket alerting, an IT Knowledge Base and Spiceworks App Center integration.
"It's no surprise that IT pros are busy and always on the move. Historically it's been tough for them to manage urgent help tickets when they're not at their desks or even record those in-the-moment tasks they pick up as they make the office rounds," Nicole Tanzillo, director of IT Marketing at Spiceworks, told eWEEK. "We're making it easier by enabling IT pros to run their cloud-based help desk entirely from their phones and tablets and stay on top of tickets on the go. Push notifications from the iOS and Android app also help IT pros stay up to date on new tickets while they're putting out fires."
With the mobile app, IT professionals can receive push notifications on their mobile devices to stay on top of help desk tickets while on the go. SLA ticket alerting lets them create rules that will notify them when tickets are not responded to timely or closed in a pre-determined amount of time.
"IT pros want great tools that pack a lot of power and are easy to deploy and use. Our goal is to dramatically simplify how IT pros do their job, and the mobile app for our cloud help desk does just that," Tanzillo said. "The interface makes it easy for IT pros to sort all of their tickets with quick ticket views, assign tickets to fellow IT workers, respond to and close tickets, add time worked, change priorities and more."
Mobile support for Spiceworks' cloud-based help desk builds on existing capabilities for the on-premises version and provides the capabilities IT professionals need to support their businesses, including unlimited admin and end-user seats, no hosting or storage costs, ongoing updates and free support, according to the company.
"We're focused on providing the tools IT pros need, they way they need them. And with an increasingly mobile workforce, we understand the importance of enabling IT pros to tackle user requests around the office or offsite," Tanzillo said. "We'll continue to make it easier for them to do so by putting more of our tools in the palms of their hands."