Loopline: IT Service Desk

EAM360

About this app

Loopline is the mobile companion to your Loopline service desk. It puts the queue, the clock and the customer in your pocket, so the work does not wait for somebody to reach a laptop.

WORK YOUR QUEUE
See what is open, what is unassigned, what is overdue and what is breaching, the moment you open the app. Filter and search across every ticket your permissions allow, save the views you use most, and switch between workspaces without signing out. Take a ticket with one tap, or hand it to a colleague.

ANSWER THE CUSTOMER
Reply publicly to the person waiting, or leave an internal note your team can see and they cannot. The distinction is always on screen, so nobody sends the wrong one. A chat inbox shows exactly who has written and is still waiting, and a swipe on any row opens a reply with the composer ready. Attach a photograph from the camera or a file from the device when a screenshot explains it faster than a paragraph.

KEEP THE CLOCK HONEST
Every ticket carries its first response and resolution targets, counting down, with breaches called out rather than buried. Put the clock on hold when you are waiting on somebody else, and it resumes when they come back. Priorities, statuses and ticket types all come from your own workspace configuration, so what you see on the phone is what your team agreed on the web.

DECIDE WHAT NEEDS DECIDING
Approvals arrive as notifications you can act on. Open a change and see its risk band, any freeze window it lands in and what else is scheduled around it, then approve or reject with a reason. Declare a major incident when one starts, and keep the timeline as it unfolds.

THE KNOWLEDGE AND THE KIT
Search known errors and workarounds before starting from scratch. Look up a configuration item and see what it is connected to and which tickets have touched it. Read your team's documents and the service catalogue. Check who is on call for a project before paging anyone, and see who takes over next.

SEE WHERE THE TEAM IS
A board that fits a phone shows one column at a time, ordered the way your workflow defines. Reports and insights cover open work, SLA attainment, satisfaction and reopened tickets, computed from your own data. Log time against a ticket while the work is still fresh, and check team workload before adding to somebody's pile.

STAYS USEFUL WHEN THE SIGNAL DOES NOT
Everything you have looked at recently stays readable with no connection. A clear banner tells you when the app cannot reach the server, so an empty screen is never mistaken for an empty queue, and the app picks up where it left off when the signal returns.

BUILT FOR PEOPLE WHO HANDLE OTHER PEOPLE'S DATA
Unlock with Face ID, Touch ID or a fingerprint. Sign out any device from anywhere. Two-factor authentication is supported at sign-in. Every security-relevant action is written to an audit log your administrators can read. All traffic is encrypted in transit.

YOU WILL NEED AN ACCOUNT
Loopline is a workplace tool. You need a Loopline workspace and an account in it, created by your organisation, before you can sign in. There is no personal or guest mode, and the app is not useful without a workspace behind it.

Terms: https://loopline.sedintechnologies.com/terms
Privacy: https://loopline.sedintechnologies.com/privacy
Delete your account: https://loopline.sedintechnologies.com/delete-account