Mobile support request: report an issue and track its resolution

A mobile support request can now be submitted in seconds, directly from DoliPlusMobi, without waiting to access a computer:

  • Linked to a customer and contact, just like on the desktop
  • Assigned to a colleague in the technical team
  • Status visible at a glance (unread, read, replied, assigned, closed)
  • Progress in % to track case file status

Whether it’s a faulty printer, a software issue, or a customer query on-site, every incident is logged from initial report to resolution.

Submit a request in seconds

From the “Support” menu in DoliPlusMobi, a mobile support request opens with a single tap, displaying the creation form.

Simply enter a subject, a problem description, and if needed, a type, desired deadline, and urgency level. For example, a technician on-site can report hardware failure without leaving the customer’s premises.

Once saved, the request appears in the “My requests” list, with a coloured status indicator and, if provided, its progress displayed next to the title.

Assign the right customer, contact, and technician

A mobile support request makes sense when linked to the right contact. Customer search uses the same engine as the rest of the app: just a few letters to find the relevant company.

Once the customer is selected, their contact list updates automatically, allowing you to directly assign the right person without re-entering details.

 

Mobile support request: detailed record with assigned customer, contact, technician, and progress

 

For the support team, assignment isn’t random: only members of the technical group appear in the assignable list. Therefore, a ticket can’t be sent to someone who shouldn’t handle it.

As soon as a technician is assigned, the request status automatically changes to “Assigned”: the requester knows immediately that someone is handling it.

A status that matches desktop operations

The status displayed on mobile is exactly the same as on your workstation: unread, read, replied, assigned or closed. A “Mark as read” button also lets you change a request from “Unread” to “Read” with a single tap, and vice versa as long as the case hasn’t progressed further.

Track progress to resolution

In addition to the status, each request can display progress in 20% increments. This numerical indicator, visible both in the detail view and the list, gives a concrete idea of progress without having to reread the entire history.

Finally, modifying or deleting a request remains possible at any time, depending on the user’s permissions in DoliPlus. So a technician can correct a poorly worded subject, and a manager can clean up duplicates, directly from their phone.

Ultimately, a support request on mobile remains fully readable from end to end, from the first report until the case is closed.

💡 Good to know: the list defaults to showing requests created by or assigned to the logged-in user. A “View all requests” button lets you instantly see the entire team’s requests.

Going further

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