This is putting forward the idea of integrating the support automation functionality of the Service Desk Manager and providing that functionality into the mobile platform for SDM. While the mobile platform is an extremely useful tool for our field technicians. It is lacking some core features that would make it more beneficial for our end users. One of those major features is chat support.
We find that our employee base is gradually but progressively moving away from land based phones over to mobile devices. While providing a chat interface through the computer is beneficial and helpful. The ability to extend this service over the mobile device would complete the support package and really allow us to move further away from other avenues of support into a more modern approach of providing service.