eOcean Support

EOCEAN

About this app

eOcean Support puts your support desk in your pocket. Raise a ticket, follow the conversation and close the loop, without waiting until you are back at a laptop.

IMPORTANT: eOcean Support is a business application for eOcean and its clients. An existing eOcean Support account is required to sign in. Accounts are provided by your organisation and cannot be created in the app.

YOUR REQUESTS, WHEREVER YOU ARE
Sign in with your existing eOcean Support credentials and go straight to your tickets. You see the requests you have raised, where each one stands and every reply from the support team. There is nothing to set up and no role to choose.

EVERYTHING ABOUT A TICKET IN ONE PLACE
• Read the full reply thread in a clear, chat-style conversation
• See status, priority, product and category at a glance
• Open attachments shared by you or by the support team
• Reply from your phone and attach photos or documents

RAISE A TICKET IN SECONDS
• Choose product, category and sub-category from live lists
• Attach photos from your camera or gallery, or files from your device
• Business Team users can raise a ticket for a client and name the contact who reported it

SEE WHAT MATTERS FIRST
• A dashboard with live counts of open, resolved and closed tickets
• A dedicated strip of resolved tickets waiting to be closed
• Recent activity, so you can pick up where you left off
• Search and status filters across the full ticket list

CLOSE THE LOOP PROPERLY
• Close a resolved ticket in a single tap
• Re-open a ticket with a reason if the problem is still there
• Rate the resolution for quality, speed and communication, and add a comment

KEEP TRACK OF UPDATES
• The bell shows a count of new messages
• The notification centre lists updates newest first
• Tap an update to jump straight to the ticket it belongs to

BUILT FOR WORK
• Recently viewed tickets stay readable on a poor connection
• Your session is held in the device's encrypted storage
• Internal notes and unsent drafts are never shown

REQUIREMENTS
• Android 7.0 or later
• An eOcean Support account provided by your organisation
• An internet connection to reach the eOcean Support service

Trouble signing in? Contact your administrator or the eOcean Support team.

What’s new

• Notifications now reach you even when the app is closed
• Close your own tickets once they're resolved, and re-open one if the problem returns
• Tap the bell to see all your notifications in one place
• The app is now called eOcean Support
• Stability and reliability improvements