According to the otrs.com, starting with OTRS 5, the iPhoneHandler required to run DS Helpdesk is no
longer supported. For the moment DS Helpdesk does not work with OTRS version
The DS Helpdesk Plus App provides users free and mobile access to
the OTRS Help Desk System, from any devices running an Android OS.
The application allows remote real-time ticket
managing, ensuring a quick response time and user flexibility.
DS Helpdesk Plus is an access interface App
not build by otrs.com team and we don't want to take any credit for their
In order for the DS Helpdesk Plus App to comunicate with the OTRS
Help-Desk, it requires that the OTRS has the iPhoneHandle package (http://ftp.otrs.org/pub/otrs/packages/iPhoneHandle-1.0.1.opm)
DS Helpdesk Plus requires an OTRS 3.x version and the corresponding iPhoneHandle 1.0.
Android device with a 2.1 version or higher is required, along with a high speed internet connection (Wi-Fi or
FeaturesMultiple Account Management
- allows information storage
regarding one/more OTRS account(s) and/or system(s)
- provides easy intuitive account switching, assuring
multi-account management facilityOTRS Views
- displays tickets using different view types:
"Queue View", "Status View", "Escalation View"
- allows ticket handling customization, according to users'
necessities Personal Tickets
- displays user's tickets grouped by the following criteria:
watched, locked and responsibleTicket Management
- allows users to create new tickets
provides personalized ticket management, moving a ticket to any different Queue, changing the tickets' owner or closing
any specific ticket
- provides the facility of creating new notes, replying to customers using email services, giving
the user easy and flexible ways to handle customers requests, thus improving service deliveryArticle
AttachmentDS Helpdesk Plus
allows you to download (and after that view) attached documents.
New Tickets AutocheckDS Helpdesk Plus
offers the option to automatically check for new
tickets periodically (even if the application is not running).
This option can be activated from "Login screen ->
Menu -> Settings".
Please note that for using all DS Helpdesk features in OTRS 3.1.1(or new) you need
to remove some default limitation. To do that please ask your OTRS administrator to go on:
Admin -> SysConfig
-> Select iPhone -> Click on API, remove any values from fields( ex. (MoveList|MoveTicket) on
iPhone::API::Object###TicketObject field) and click Update