Help Desk Mobile App Development

Summary

A US software vendor's web-based issue-tracking product did not work on mobile, frustrating the customer support specialists who wanted to handle tickets on the go. INNERLUXES analyzed the user base and built a native Android app to complement the web product, with case management, a case workflow, and a knowledge base, integrated with the web solution's user base. After full QA, the satisfied Client engaged INNERLUXES to build several more help desk applications.

About the Client

The Client is a US IT company founded in 1996 that currently focuses on developing HR and help desk solutions.

A Web Help Desk That Could Not Go Mobile

The Client had a web-based issue-tracking product that was not compatible with mobile view. To address the growing frustration of its users — customer support employees who wanted to work with the solution on the go — the Client needed to make the web app's functionality easily available on mobile devices.

A Native Android App Tied to the Web Product

INNERLUXES's business analysts analyzed the user base of the Client's product, and based on the results the team launched agile development of a native Android app to complement the web app. The app centers on three main features — case management, case workflow, and a knowledge base — designed to keep support fast on a phone:

• Quick case creation — when a support specialist receives a ticket they can open a case; for convenience, the mobile version asks only for a name and a short description of the problem, and the user who reported the issue can be linked to the case because the app is integrated with the web solution's user base.
• Knowledge base first, then escalation — the specialist can check the company's knowledge base for a standard solution and forward it to the user; if the problem is not covered, the case can be escalated, and the assigned specialist can register and describe the attempts made to resolve it.
• Shared visibility — every support employee can see any case's workflow, the queue of unassigned tickets, and the latest activity of their colleagues.

A Satisfied Client and More Apps Underway

• After INNERLUXES completed all QA processes, the final solution was presented to the Client, who was fully satisfied with the results.
• The development of several other help desk applications for the Client is currently in progress.

Technologies and Tools

Android SDK, Java, Fragments API, OkHttp, Git, Atlassian JIRA.