Helpdesk - Admin

The Help Desk Admin App is a mobile operational control system for platform administrators and staff managing the Help Desk ecosystem. It provides full access to user management, helper management, assistance request oversight, billing, subscriptions, analytics, and policy enforcement — all from an iOS interface.
Designed to work alongside the Help Desk customer and helper applications, the admin app enables real-time oversight of platform activity, request routing, dispute resolution, and financial operations. Built with a role-based access model, each admin or staff member sees only the tools relevant to their role.
Core Functional Capabilities
Dashboard & Analytics
Real-time dashboard with platform metrics: user activity, engagement trends, open requests, and helper performance


Integrated with Google Analytics for revenue tracking, conversion rates, traffic sources, and session data


Supports informed, data-driven decision-making for optimization


User Management
View and manage all user accounts


Approve new registrations and verify account data


Suspend or restore accounts based on platform compliance
Helper Management
Onboard new helpers with documentation and verification


Conduct background checks and monitor live helper performance


Suspend, flag, or remove helpers based on behavior or service quality


Assistance Category & Rate Management
Add, edit, or remove categories and subcategories


Assign per-hour flat rates for each category for standardized earnings


Control routing behavior and request handling based on service type


Assistance Request Lifecycle Management
Monitor all live and historical help sessions from submission to completion


Defined timeout settings for unattended requests.


Access and review session recordings for QA and dispute resolution


Feedback & Review Oversight
Monitor user-submitted ratings and reviews


Identify trends or recurring issues with helper performance


Intervene directly to respond to complaints or flag content


Billing & Payment Processing
Manage billing events, invoices, and payment records


Track payments, refunds, and gateway logs (Stripe integration)


Handle billing disputes and escalate payment issues to the appropriate staff

Content Management System
Manage app-wide content, including:


FAQs and tutorials


Platform announcements


Terms of Service, Privacy Policy
News articles and help-related guides


Modify per-hour category rates and platform-wide time configurations
Notifications & Communication
Push platform-wide notifications to users and helpers


Send alerts for policy updates, urgent announcements, or service changes


Manage internal communications and logs for staff actions


Role-Based Access Control (RBAC)
Assign specific roles and feature permissions to internal staff


Control access to sensitive modules like billing, requests, or content


Audit actions taken by each role or individual admin for transparency