With other support solutions and helpdesks it has often been very helpful to have the ability to install a local agent tool on the users computers/servers that allows for many actions.
I would like to be able to have it send the devices hardware information and it's current status (more details would be possible than with the current asset probe). Status could include if it's up or not, current available disk space, and possibly any major issues in event logs. This information could push at regular times and also when a major change/issue arises.
The app would also be a good system tray icon for the user to click to report an issue. could be like the Chatbot and guide them through requests, Knowledge base articles and logging incidents.
Lastly, the app could allow for remote desktop and chat functions so an Agent working on a ticket could connect and assist right out of the Service Desk without calling a 3rd party software into the mix