ManageEngine launches voice-driven helpdesk apps

IT management company ManageEngine today launched a speech-driven mobile application for IT helpdesks, claiming an industry first.

The ServiceDesk Plus voice-enabled iPhone and iPad app incorporates speech-recognition technology to enable IT professionals to manage the entire lifecycle of help desk incidents from a single platform.

ManageEngine said the app covers a range of support activities, from executing commands and dictating notes, to assigning or closing out tickets. ServiceDesk Plus is launching first for iPhone and iPad users, with other operating systems to follow.

"Think of this as Siri for the helpdesk," said Raj Sabhlok, president of ManageEngine.

"The ServiceDesk Plus voice-enabled iPhone and iPad apps deliver groundbreaking new functionality that nobody else is offering for the IT helpdesk. Our new iOS apps are going to change the way people think about operating their helpdesk, making IT technicians' lives simpler, faster, more satisfying and more productive."

ManageEngine argued that a mobile app frees helpdesk support staff to handle trouble tickets from anywhere at any time. Without speech recognition, technicians are forced to use tiny onscreen keyboards, limiting capability and ability to multi-task. Voice-enabled mobile apps let technicians forgo the keyboard and dictate their commands and notes.

The voice-enabled features let users dictate, reply to, edit, assign, reassign and close tickets. In addition to the voice features, the ServiceDesk Plus app also includes a number of features that can be accessed via the iOS touchscreen, enabling users to create new tickets, categorise, and edit request details; assign/pick up requests; reply to users with resolution and close tickets from the app; track time spent on tickets via Worklog; perform searches based on subject, requester or priority; customise the request view; and update the status of the requests.

The voice-enabled iPhone and iPad apps for ServiceDesk Plus are available now from the Apple App Store, free of charge with ServiceDesk Plus.