Overview
The IT-Connect mobile application allows end users to create and manage support tickets from Android and iOS devices.
Users can:
Create tickets for themselves.
Create tickets for team members they manage.
Use suggested ticket templates.
Track their own and team members’ tickets.
Chat with technicians.
Add participants and attachments.
Pin important messages.
Select a preferred time to connect with a technician.
Cancel tickets when permitted.
Submit feedback after ticket resolution.
Receive ticket updates through mobile notifications.
The features available to users depend on their role and the IT-Connect channel settings configured by the MSP or internal IT team.
Before you begin
Make sure:
The user has been added under the correct customer.
The user has completed account activation.
The device has a supported Android or iOS version.
SSO is configured when users should sign in with their organisational credentials.
Required actions such as participants, cancellation, scheduled time, and feedback are enabled.
The user is configured as a manager when they need to create or manage tickets for team members.
Install IT-Connect on Android
Open the Google Play Store.
Search for IT-Connect.
Select the DeskDay IT-Connect application.
Tap Install.
Open the application after installation.
Allow notifications when users should receive ticket updates.
Install IT-Connect on iOS
Open the Apple App Store.
Search for IT-Connect.
Select the DeskDay IT-Connect application.
Tap Get.
Complete the App Store authentication when prompted.
Open the application after installation.
Allow notifications when users should receive ticket updates.
Log in to IT-Connect
Users can log in using an activated DeskDay account or SSO.
Log in using a password
Users added manually receive an account activation email.
Open the activation email.
Tap Activate account.
Create and confirm a password.
Open the IT-Connect mobile application.
Enter the registered email address and password.
Complete the login process.
Log in using SSO
When SSO is configured for the customer domain:
Open IT-Connect.
Enter the user’s business email address.
Tap Continue.
Complete authentication using the organisation’s identity provider.
Return to IT-Connect when authentication is complete.
A separate DeskDay password is not required when SSO authentication is successful.
Create a ticket for yourself
Open IT-Connect.
Go to Service Desk.
Tap + icon.
Keep Self selected under Create this ticket for.
Enter the issue in the Summary field.
Select the urgency.
Enter a detailed description.
Add participants or attachments when required.
Tap Send.
The ticket appears in the Service Desk ticket list after submission.
Create a ticket for a team member
Managers can create tickets for users assigned to them.
Tap +icon.
Open Create this ticket for.
Search for and select the required team member.
Enter the issue summary.
Review or select the urgency.
Enter the description.
Add attachments when required.
Tap Send.
This option is available only when the user is configured as the selected team member’s manager.
View your own tickets
Open Service Desk.
Select My Tickets.
Tap a ticket to open its details.
View team members’ tickets
Managers can view tickets created by users assigned to them.
Open Service Desk.
Select Team’s Tickets.
Select the required team member.
Tap a ticket to open its details.
Managers can view tickets belonging to their assigned team members. Super managers can view tickets for all users under the customer.
View and manage a ticket
Open a ticket from Service Desk to:
View its current status.
Review the issue description.
Read technician updates.
Send messages.
Add participants and attachments.
Cancel the ticket when permitted.
Submit feedback after resolution.
Chat with a technician
Each ticket includes a conversation area where users can communicate with the support team.
Open the ticket and tap on chat tab.
Tap the message box.
Enter a message.
Tap Send.
Continue the conversation as the technician responds.
Messages sent through IT-Connect are added to the public ticket conversation.
Update a ticket
Users can provide additional information without creating another ticket.
Open the ticket.
Enter the additional information in the message box.
Add supporting files when required.
Tap Send.
The update becomes available to the assigned technician.
Add attachments
Users can add screenshots, photos, documents, and other supporting files.
Open the ticket.
Tap the Attachment icon in the conversation area.
Choose the required source, such as:
Camera
Photos
Files
Select the required item.
Tap Send.
Attachments can also be added while creating the ticket.
The mobile device may request permission to access the camera, photos, or files.
Add participants to a ticket
Users can add other customer users when Add participants is enabled.
Open the required ticket.
Tap the Participants icon.
Tap Add participants.
Search for the required user.
Select the user.
Close the participants panel.
Customer users from the same customer can be added directly as participants.
Other participants can be added using their email address when external participants are supported.
Added participants can follow the ticket conversation and receive updates based on their permissions and notification settings.
Cancel a ticket
Users can cancel eligible open tickets when cancellation is enabled.
Right-swipe a ticket in the ticket list, then tap Cancel Ticket.
Confirm the action.
The ticket status changes to the configured cancelled status.
The cancellation option is available only for eligible open tickets.
Submit feedback
When feedback is enabled, IT-Connect displays a feedback request after a ticket is closed.
Open the resolved ticket.
Select the feedback prompt.
Choose the rating that represents the support experience.
Add comments when required.
Submit the feedback.
Available ratings may include:
Awesome
Good
Satisfied
Needs improvement
Disappointed
Feedback is linked to the resolved ticket and can be reviewed by the MSP or internal IT team.
Manage mobile notifications
IT-Connect can send notifications when a ticket is updated.
Notifications may include:
New technician messages
Ticket status changes
Ticket closure
Feedback requests
To receive notifications:
Allow notifications when installing or opening IT-Connect.
Confirm that notifications are enabled in the device settings.
Confirm that the required notification settings are enabled by the MSP or internal IT team on global notification settings and customer notification settings.
Tapping a notification opens the related ticket when the user is signed in.
Important notes
Users only see actions enabled in IT-Connect channel settings.
Users can create tickets for team members only when the required manager relationship is configured.
Managers or privileged users can view tickets created by their assigned team members.
Super managers can view all tickets under the customer.
Customer users from the same customer can be added as internal participants.
Other participants may be added using their email address.
Messages and attachments are part of the public ticket conversation.
Cancellation is available only when enabled and while the ticket is eligible.
Mobile notifications require permission from both the device and IT-Connect.
Changes to channel settings may require users to refresh, sign in again, or reopen the application.
Troubleshooting
IT-Connect cannot be installed
The device has a supported Android or iOS version.
The device has enough available storage.
The user is signed in to the correct app-store account.
Application installation is not restricted by the organisation’s device-management policy.
The user cannot log in
The account has been activated.
The correct email address is being used.
The password is correct.
The customer domain and SSO configuration are valid.
The device can open the identity-provider login page.
The user cannot create a ticket for a team member
The user has the required privileged access.
The user is configured as the team member’s manager.
The selected team member belongs to the correct customer.
The user cannot view team tickets
The user is configured as a manager or super manager.
Team members are assigned to the manager.
Team’s Tickets is selected.
A participant cannot be found
The user belongs to the same customer.
The user account is active.
The user is not already a participant.
The correct email address is being used for an external participant.
Attachments cannot be added
IT-Connect has permission to access the camera, photos, or files.
The file type is supported.
The file is within the permitted size.
The device has an active internet connection.
The Cancel Ticket option is unavailable
Cancellation is enabled in DeskDay channel settings.
The ticket is still open.
Feedback is not displayed
The ticket has been closed.
Feedback is enabled in channel settings.
The application has been refreshed.
Notifications are not received
Notifications are allowed in the device settings.
The user is signed in to IT-Connect.
Notification settings are enabled by the MSP or internal IT team.
Battery optimisation or focus settings are not preventing notifications.
For assistance, contact DeskDay Support at [email protected].