aishaa on your phone and as an app

In short: aishaa works in your phone’s browser and you can add it to your home screen as an app, without an app store. On a small screen aishaa gets a navigation bar at the bottom with Today, Tickets, Chat, possibly WhatsApp, and More. You turn on push notifications per device under My profile; on iPhone and iPad, aishaa must first be on the home screen as an app.

Where to find this

Open the same web address in your phone’s browser as on your computer and sign in. The mobile view appears automatically on narrow screens. You set up push notifications via More > My profile > Push notifications.

Who: everyone, from the Viewer role upwards. Installation and notifications are per device; the notification preferences apply to your whole account.

Installing aishaa as an app

aishaa is a web app that you add to your home screen. There is no separate app in the App Store or Google Play, and there is no install button in aishaa itself; you use your browser’s own feature.

iPhone and iPad (Safari)

1. Open aishaa in Safari and sign in.
2. Tap the Share button (the square with the upward arrow).
3. Choose Add to Home Screen and confirm with Add.
4. From now on, open aishaa via the aishaa icon on your home screen.

Android (Chrome)

1. Open aishaa in Chrome and sign in.
2. Tap the three-dot menu in the top right.
3. Choose Install (or Install app / Add to Home screen, depending on your Chrome version) and confirm.
4. From now on, open aishaa via the aishaa icon on your home screen.

When installed as an app, aishaa opens in its own window without an address bar, starts on the Dashboard and opens tickets from reports in the same window instead of in a new browser tab.

The mobile navigation

At the bottom of the screen there is a navigation bar with fixed buttons:

The More panel has the Use dark mode (or Use light mode) button at the top and below it, depending on your role and the activated features: Get started (only for the person who created the workspace, while the onboarding is running), Contacts, Open actions, Bulk messages, To do (with the number that is open), Cases, Case templates, Settings (containing the Account and Organisation sections), Intelligence, Support and My profile.

The expanded More panel on a phone with the Use dark mode button at the top and below it the links Contacts, Bulk messages, To do, Settings, Intelligence, Support and My profile.

The dashboard on your phone

Today opens the dashboard. It is the same page as on the computer, stacked vertically:

• At the top, Today with the number of tickets that need attention ((number) need attention), or All quiet if nothing is open.
• The Current now (notices) and Get started (onboarding) cards, if they are there.
• Your work: first what is yours, then what does not belong to anyone yet, with the All tickets button. Tap a row to open the ticket.
• The Waiting (or Unread), Yours, Unassigned and To do tiles, two side by side.

The Messages donut is not shown on the phone. See Dashboard.

aishaa on a phone with the dashboard (Today, the Your work card and the tiles) and the navigation bar at the bottom with Today, Tickets, Chat, WhatsApp and More.

Turning on push notifications

Push notifications are messages your device shows when something happens in aishaa, even when aishaa is not open. You set them up at two levels: per device (the subscription) and for your account (what you want to receive).

1. On iPhone or iPad: first install aishaa as an app on your home screen (see above) and open aishaa via that icon. Until you have done so, the switch for this device is off and shows the message On iPhone/iPad, install aishaa to your Home Screen before enabling push notifications.
2. Go to More > My profile and scroll to Push notifications.
3. Turn on Enable notifications on this device/browser. Your browser asks for permission to show notifications; choose allow. You see Notifications enabled on this device/browser. and the counter Active device/browser subscriptions for this account: (number) goes up.
4. Turn on Allow push notifications for my account. As long as this switch is off, you receive no notifications on any device, not even on devices that are subscribed.
5. Choose what you want to receive: Notify me for unassigned tickets in my accessible organisations and Notify me when snoozed tickets become active again. Both switches are only available if the account switch is on.

Repeat steps 1 to 3 on every device on which you want notifications. Steps 4 and 5 apply to your whole account and you only need to do them once.

The Push notifications block under My profile with the Enable notifications on this device/browser switch, the counter of active subscriptions and the three account-wide switches.

Which notifications you receive

• A new incoming message on a ticket assigned to you.
• A new incoming message on a ticket without an assigned colleague, in every organisation you have access to, if Notify me for unassigned tickets in my accessible organisations is on.
• The end of a snooze, if Notify me when snoozed tickets become active again is on and you were chosen as the recipient when the ticket was snoozed. The notification is called (ticket) · Snooze expired and opens the ticket in the correct organisation.

Notifications about incoming emails are delayed by 25 seconds, so that a quick second email from the same customer does not trigger two notifications. Notifications about other channels arrive immediately.

Messages you may see

Good to know

• On iPhone and iPad, push notifications only work if aishaa is on the home screen as an app and you open aishaa via that icon. In a regular Safari tab the switch stays disabled.
• There is no separate setting for “desktop notifications” on the computer. The push notifications above are the same notifications; on a computer, too, you turn them on per browser with the same switch.
• The counter of active subscriptions counts all devices and browsers on which you have turned on notifications. To unsubscribe an old device, turn the switch off on that device.
• You choose the theme (light or dark) on the phone via More and on the computer via the button in the top right of the top bar.
• The reports under Analytics are not in the mobile navigation bar or the More panel. Use a computer or a wide screen for them.
• Calling via the softphone and the telephony features are available if the Telephony feature has been activated for your account; see Making and receiving calls.

Related

• Notifications
• My profile
• Snoozing and wake-up calls
• Dashboard