Zendesk is a help desk ticketing system for both small and large businesses. Their developers recently updated the Zendesk iPhone app (free) with iOS 4 compatibility. Incredibly, the company boasts 50,000 downloads of their app within 4 months.
That's a lot of help tickets.
Using the iOS app will be familiar to anyone whose used Zendesk. Just fire it up for real-time access to tickets in the system. You can create and edit tickets, leave comments and more while out in the field addressing those very issues. You can easily identify a ticket via Twitter (what they call a "Twicket") and tweet back to the customer publicly or via direct message. That's a great idea since many users -- happy and not -- take to Twitter with their praises and gripes.
Back in the day, I worked for a medium-sized company (who shall remain nameless) that tested and eventually rolled out Zendesk. This was before the iPhone app was available, of course, but both the IT Department and the users loved the service. I can see how putting it in your pocket would make the experience even better.
Congratulations to Zendesk on the 50,000 mark. t