Helpdesk Admin

Description: 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