EMS Icon_Feature_SupportAgent_M

SUPPORT AGENT

Integrated Support Tooling

An Android application and background service that collects and displays device-specific data in real-time to better manage and support your device ecosystem.

Support Agent device management dashboard

IMPROVE DEVICE VISIBILITY

Background Service that Collects Real-time Data

Deploy the Support Agent APK to your devices in the field and capture key data points and critical device events in real-time. 

Hardware Data

Collects 25+ hardware data points every thirty minutes including battery health, network, and vendor exposed data. 

Software and OS Data

Captures data such as OS version, patches, reboots, restarts, installed app version, and app usage time to validate devices in the field are properly equipped. 

Support Agent SDK

Allows custom and third party applications to leverage the Support Agent for reporting custom data.

Customizable Web Dashboard

Data that is captured is stored in the cloud and can be displayed in a customizable dashboard with KPIs and ad-hoc queries. 

LOWER HELP DESK VOLUME

Interactive Support Application for End-Users

Support Agent’s frontend support app enables users to easily contact the help desk, perform self-service password resets, and view device-specific data for faster troubleshooting. 

Device Specific Data

Displays real-time device data that users can reference for easier, faster troubleshooting with less device downtime.

ServiceNow Support Tickets

Allows end-users to easily open a ServiceNow ticket with relevant device information for expedited troubleshooting and less device downtime. 

Self-Service Password Reset

Enable end-users to solve password reset issues themselves without needing to call on the service desk. 

CREATE DEVICE ACCOUNTABILITY

Actionable Data for Total Device Visibility

Support Agent works in tandem with BlueFletch Launcher to maintain device accountability and get more value out of user logins, single sign-on, and device security. 

User Login/Logout Events

With check-in/check-out data, you can see which users currently have what device and when they last used them to maintain device accountability.

Device Finder and Battery Alerts

Locate misplaced devices with network access point data and built-in configurations that dispatch audible alerts when devices reach a low battery threshold.

Feed Data to Third Party Tools

Device, application, and user data can be fed into any backend data services (i.e. Splunk, Power BI) to support end-to-end visibility of device usage.

BlueFletch Support Agent FAQ

The BlueFletch EMS toolset currently supports Android 5+ across a variety of device types from Zebra, Honeywell, Samsung, Datalogic, Newland, Spectralink, and Nokia. 

BlueFletch Support Agent can be deployed via any modern MDM (e.g. SOTI, AirWatch, Avalanche, Intune, etc.). Typically, users are able to set up and deploy BlueFletch tools in less than an hour. 

The BlueFletch EMS toolset captures data points across 20+ event types. The full list of events and data collected can be reviewed at: https://emsdocs.bluefletch.com/products/supportAgent/events.html 

Additionally, the Support Agent has an SDK that apps can write events to. 
 
We can display any text string on our Launcher based on delivering a .txt file with the string(s) to the device. Alternatively, we support Site ID, Serial Number, and assigned Extension number out-of-the-box. The following is the documentation describing how to leverage custom txt based files for display: https://emsdocs.bluefletch.com/products/launcher/features/customFields.html

BlueFletch partners with an extensive network of leading device manufacturers, technology providers, and system integrators. Our primary focus is on enterprise customers and their success.  Visit our partner page or contact us at info@bluefletch.com if you are interested in partnering with BlueFletch.

Support Agent is an included feature of the BlueFletch Enterprise Mobile Security (EMS) toolset. EMS pricing is based on device count. You can view pricing information here.

ENTERPRISE MOBILE SECURITY

Get started with BlueFletch EMS

Our team is here to help solve your unique mobility challenges and empower your workforce. Contact us to get started.

Woolworths logo

Unearthing valuable analytics

BlueFletch began work with Woolworths on location, performing store walks and user interviews to understand pain points. One thing became clear: inconsistency was consistent. Devices had varying configurations and many inoperable devices were stored away in drawers. Increased visibility resulted in the business uncovering a number of improperly functioning devices.

Woolworths Support Agent dashboard

We installed our customized Support Agent on the company’s 36k devices to enable reporting and analytics not previously possible. The data enables Woolworths to determine percentage of functioning devices, battery health and network compliance to make informed decisions about future device investments. They can now monitor deployments and troubleshoot field issues based on actual data from field devices.