Familiarizing with the Interface

On this page, you can learn about various features and functionalities to familiarize yourself with the app.

Menu 

Under Menu, you can switch between instances, access different modules, access chatbot or voice assistant, and configure settings.

 

 

Notifications 

All push notifications can be accessed by tapping the Notifications on the bottom-right corner.

The unread status is indicated using a small blue-colored dot on the notification card.

Also, when there are unread notifications, a badge indicating the number of unread notifications will be featured with the icon .

 

 

 Switching between instances

Based on your admin configuration, you might have access to other help desk instances either as a technician or as a requester. To switch between instances, go to Menu , and tap the instance name below your username to choose your preferred instance from the list.

Here, you can also choose your default help desk instance by tapping Favorite .

 

 

Multiple instances are available only when your organization has set up multiple help desk instances with an appropriate ESM license.

Dashboard 

The Dashboard allows you to keep track of announcements from your organization and key performance metrics of your help desk.

The dashboard features Announcements and Request Summary widgets.

 

 Announcements Widget 

This widget shows all announcements from your organization subject to the visibility of configured announcements.

To view all announcements, tap View More.

To view details of an announcement, tap the announcement. The Announcement details screen shows all the details of an announcement. You can also view attachments added to an announcement by tapping Attachments. The icon always appears with a badge showing the number of attachments.

 

 

 Request Summary Widget 

This widget displays performance metrics based on the number of requests pending or due for the current day. It provides a count on the number of requests pending for the logged-in technician, overall pending requests, number of requests irrespective of the status, and number of requests that are due for the current day.

By tapping the corresponding label in the widget, you will be redirected to the request list view with an appropriate filter applied to it. For example, if you tap My Pending Requests, you will be redirected to the request list view with My Pending Requests filter applied to it.