The app is really winning over the team. Our group is not huge and many times we schedule them to be on site at a client. The mobile app is a great way for them to keep on top of issues, response on the go and not need the laptop attached to them.
With that said one other issue is our overnight 'on call' technicians. We carefully forward our helpdesk phone line to the on call technicians cell phone nights and weekends and then the incoming emails get a little neglected. With Kaseya and Baracuda monitoring there are times when an alert to a down or degraded system hits the help desk but it might be hard to spot.
A suggestion would be that in your mobile app you allow for the selection of ringtones for notifications that could be different than the default notifications on our phones. It would REALLY be helpful if we could set different notification sounds for each PRIORITY level (or at least URGENT) where we could set off the crazy Submarine diving alarm or other sound that would wake a tech from a dead sleep.
Thanks again for your consideration, keep up the great work.