Capacity Mobile App

Features supported in the Mobile App

  1. Concierge Chat
  2. Helpdesk
  3. Knowledge Base
  4. SSO

Role / Feature Accessibility

  • Users with the roles Admin, Developer, Helpdesk Manager, & Helpdesk Agent can see all mobile app features

  • Users with the roles Chat User, KB Manager, & KB Agent cannot see the Helpdesk feature of the app

Concierge

All cards that display on desktop are viewable and interactive within the mobile app.  To get the concierge to appear in users' mobile apps, you must select 'Display in mobile app menu' under Mobile App Display within the concierge set up menu. 

If you have access to more than one concierge, you can switch by clicking on the drop down option in the upper left hand corner of the app.

Helpdesk Supported Features

Helpdesk Managers and Agents to create tickets, change ticket priorities, projects, due dates, and reporters. It should also include some sorting and ability to view custom ticket filters.

  • Creating a Ticket - User can create a new ticket and fill out all of the relevant details and fields for the ticket within the scope of their permissions.
  • Ticket List Sorting - User can sort the ticket list by the predefined sorts available in the existing helpdesk view in the console.
  • Viewing Saved Views - Users can view the list of Saved Views and click on them to apply the filter to the ticket list.
  • Advanced Filters - Users should be able to access standard filters and apply them.
  • Changing Ticket Project - Users should be able to change the project that ticket belongs to.
  • Changing Ticket Priority - Users should be able to adjust the ticket priority.
  • Changing Ticket Due Date - Users should be able to adjust the ticket due date.
  • Changing Ticket Reporter - Users should be able to change who is listed as the ticket reporter.

Knowledge Base

If you have access to more than one knowledge site, you can switch by clicking on the drop down option in the upper left hand corner of the app.

Within the Mobile App Knowledge Base, you're able to browse knowledge center site and open link to site/url outside KBs

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