In today’s mobile-first workplace, ensuring users have seamless access to enterprise applications is crucial for productivity and user satisfaction. However, when issues arise, users often find themselves without a clear path to get the help they need.
Addressing a Critical Gap in User Experience
One of the most significant challenges organizations face with mobile enterprise applications is the disconnect between users experiencing technical difficulties and the support channels that can actually help them. Users frequently encounter issues such as:
Applications not functioning properly after company-specific setup
Frequent login requirements disrupting their workflow
Missing or unavailable applications they need for their daily tasks
When these problems occur, frustrated users often turn to channels that aren’t meant for support, such as app store reviews or general feedback forms. This creates a cycle of frustration that impacts both user adoption and overall productivity.
To bridge this gap, companies can now add end user support information to the SAP Mobile Start app and configure it in SAP Mobile Services. This enhancement transforms how users can access help when they need it most.
How to Configure Support Information 🛠
Support information can be configured through two complementary channels, which can be used independently or together:
Option 1: Via SAP Mobile Services (Post-Login)
Administrators can configure support contact information directly in the SAP Mobile Services Cockpit. Navigate to:
Mobile Services Cockpit → Mobile Applications → Native/MDK → com.sap.mobile.start → Settings → Client Settings → JSON Storage
Add the following JSON at the root level of the JSON Storage configuration:
The support team name displayed to users (e.g., “Acme IT Support”)
supportEmail
Support email address
supportPhone
Support phone number
supportUrl
Support website URL
All fields are optional, but at least one contact method (supportEmail, supportPhone, or supportUrl) must be provided for the support entry to appear in the app.
This configuration is fetched after the user logs in and is displayed in Profile and Settings > Support.
Note: When configuring the support information, the displayName you enter will be displayed directly to end users within the app. Our recommendation is to follow a clear naming convention using “Company Name + Support” (e.g., “Acme Corp Support” or “TechSolutions Support”). This naming convention helps eliminate any confusion and ensures users know they’re contacting the right support team for company-specific SAP Mobile Start issues and configurations.
Option 2: Via Mobile Device Management (MDM) – Pre-Login and Fallback
For organizations deploying SAP Mobile Start through an MDM solution (e.g., Microsoft Intune, VMware Workspace ONE, JAMF), support contact information can also be pushed as part of the managed app configuration. This has two key advantages:
The support entry is available immediately at app launch, even before the user has authenticated – helping users who encounter issues during onboarding.It acts as a fallback in the Settings screen when no Mobile Services configuration has been set.
Add the following keys to your MDM managed app configuration:
MDM Key
Description
com.sap.mobile.start.support.displayName
The support team name displayed to users (e.g., “Acme IT Support”)
com.sap.mobile.start.support.email
Support email address
com.sap.mobile.start.support.phone
Support phone number
com.sap.mobile.start.support.url
Support website URL
All fields are optional, but at least one contact method must be provided for the support button to appear.
Configuration Priority
When both sources are configured, the following priority applies:
Before login (onboarding screens): MDM configuration is always used.
After login (Settings screen): Mobile Services configuration takes priority. If no Mobile Services configuration is present, the MDM configuration is used as a fallback.
If neither is configured: No support entry is shown.
This dual-source approach ensures users always have a way to reach IT support, whether they are setting up the app for the first time or using it day-to-day.
Impact on User Experience📱
Once configured, users can navigate to Profile and Settings > Support to find all configured support channels and contact information. For organizations using Mobile Device Management (MDM), support information is displayed prominently on the first screen, even before users complete the onboarding process
Profile and Settings screenContact information Details screen
Mobile Device Management (MDM)
This feature represents a significant step forward in creating a more supportive mobile enterprise environment. Instead of leaving users to navigate complex organizational structures to find help, companies can now provide clear, accessible support pathways directly within the mobile experience.
For IT administrators and support teams, this means receiving support requests through appropriate channels where they can provide meaningful assistance, rather than managing frustrated feedback through app stores or general feedback systems.
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I hope you will enjoy these new features in SAP Mobile Start. For further information on the new topics, please check our SAP Mobile Start documentation.
SAP Mobile Experience offers intelligent native mobile solutions that help businesses build more efficient, resilient and sustainable end-to-end processes, improving people’s work life wherever they are.
Visit SAP Mobile Experience Community Page and click “follow” to get the latest development and innovation of our solutions. We look forward to hearing about your experience with setting up the solution in your landscape; please do share your thoughts and comments below. Enter here for additional questions regarding SAP Mobile Experience Applications.
Want to be notified? Check your profile settings to ensure you have your settings activated.
In today’s mobile-first workplace, ensuring users have seamless access to enterprise applications is crucial for productivity and user satisfaction. However, when issues arise, users often find themselves without a clear path to get the help they need. Addressing a Critical Gap in User Experience One of the most significant challenges organizations face with mobile enterprise applications is the disconnect between users experiencing technical difficulties and the support channels that can actually help them. Users frequently encounter issues such as: Applications not functioning properly after company-specific setup Frequent login requirements disrupting their workflow Missing or unavailable applications they need for their daily tasks When these problems occur, frustrated users often turn to channels that aren’t meant for support, such as app store reviews or general feedback forms. This creates a cycle of frustration that impacts both user adoption and overall productivity. To bridge this gap, companies can now add end user support information to the SAP Mobile Start app and configure it in SAP Mobile Services. This enhancement transforms how users can access help when they need it most. How to Configure Support Information 🛠Support information can be configured through two complementary channels, which can be used independently or together: Option 1: Via SAP Mobile Services (Post-Login) Administrators can configure support contact information directly in the SAP Mobile Services Cockpit. Navigate to: Mobile Services Cockpit → Mobile Applications → Native/MDK → com.sap.mobile.start → Settings → Client Settings → JSON Storage Add the following JSON at the root level of the JSON Storage configuration: { “userSupportConfig”: { “displayName”: “Acme IT Support”, “supportEmail”: “helpdesk@acme.com”, “supportPhone”: “+1-555-123-4567”, “supportUrl”: “https://support.acme.com” } } The available fields are: Field Description displayName The support team name displayed to users (e.g., “Acme IT Support”) supportEmail Support email address supportPhone Support phone number supportUrl Support website URL All fields are optional, but at least one contact method (supportEmail, supportPhone, or supportUrl) must be provided for the support entry to appear in the app. This configuration is fetched after the user logs in and is displayed in Profile and Settings > Support. Note: When configuring the support information, the displayName you enter will be displayed directly to end users within the app. Our recommendation is to follow a clear naming convention using “Company Name + Support” (e.g., “Acme Corp Support” or “TechSolutions Support”). This naming convention helps eliminate any confusion and ensures users know they’re contacting the right support team for company-specific SAP Mobile Start issues and configurations. Option 2: Via Mobile Device Management (MDM) – Pre-Login and Fallback For organizations deploying SAP Mobile Start through an MDM solution (e.g., Microsoft Intune, VMware Workspace ONE, JAMF), support contact information can also be pushed as part of the managed app configuration. This has two key advantages: The support entry is available immediately at app launch, even before the user has authenticated – helping users who encounter issues during onboarding. It acts as a fallback in the Settings screen when no Mobile Services configuration has been set. Add the following keys to your MDM managed app configuration: MDM Key Description com.sap.mobile.start.support.displayName The support team name displayed to users (e.g., “Acme IT Support”) com.sap.mobile.start.support.email Support email address com.sap.mobile.start.support.phone Support phone number com.sap.mobile.start.support.url Support website URL All fields are optional, but at least one contact method must be provided for the support button to appear. Configuration Priority When both sources are configured, the following priority applies: Before login (onboarding screens): MDM configuration is always used. After login (Settings screen): Mobile Services configuration takes priority. If no Mobile Services configuration is present, the MDM configuration is used as a fallback. If neither is configured: No support entry is shown. This dual-source approach ensures users always have a way to reach IT support, whether they are setting up the app for the first time or using it day-to-day. Impact on User Experience 📱Once configured, users can navigate to Profile and Settings > Support to find all configured support channels and contact information. For organizations using Mobile Device Management (MDM), support information is displayed prominently on the first screen, even before users complete the onboarding process Profile and Settings screenContact information Details screenMobile Device Management (MDM)This feature represents a significant step forward in creating a more supportive mobile enterprise environment. Instead of leaving users to navigate complex organizational structures to find help, companies can now provide clear, accessible support pathways directly within the mobile experience. For IT administrators and support teams, this means receiving support requests through appropriate channels where they can provide meaningful assistance, rather than managing frustrated feedback through app stores or general feedback systems. ——————————————-I hope you will enjoy these new features in SAP Mobile Start. For further information on the new topics, please check our SAP Mobile Start documentation. SAP Mobile Experience offers intelligent native mobile solutions that help businesses build more efficient, resilient and sustainable end-to-end processes, improving people’s work life wherever they are. Visit SAP Mobile Experience Community Page and click “follow” to get the latest development and innovation of our solutions. We look forward to hearing about your experience with setting up the solution in your landscape; please do share your thoughts and comments below. Enter here for additional questions regarding SAP Mobile Experience Applications. Want to be notified? 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