Application help desk

1. A method, comprising:

in response to receiving a push notification associated with an indication to establish a help desk session associated with a first managed application installed on a mobile device, causing, by a component included in a help desk library of the first managed application the first managed application to participate in establishing the help desk session, wherein the mobile device includes a plurality of managed applications and one or more non-managed applications, wherein each of the managed applications included in the plurality of managed applications includes a corresponding help desk library embedded in respective code of the respective managed applications, and wherein the one or more non-managed applications do not include the help desk library;

establishing a secure tunnel connection between the first managed application and a proxy, wherein in response to the secure tunnel connection being established, the proxy is configured to provide to a mobile device management server information that the secure tunnel connection has been established between the first managed application and the proxy wherein in response to receiving the information, the mobile device management server provides to a help desk system external to the mobile device an indication that the help desk session has been established, wherein the help desk system external to the mobile device communicates with the first managed application via the proxy and the secure tunnel connection; and

using the help desk library of the first managed application to provide the help desk session to the help desk system external to the mobile device, wherein the help desk library of the first managed application is configured to provide in real time, to the help desk system external to the mobile device, mobile app data associated with the first managed application while the first managed application is running on the mobile device, and wherein the help desk library of the first managed application is configured to allow the help desk system external to the mobile device to exercise control over the first managed application.

2. The method of claim 1 , wherein the indication to establish the help desk session is received at the help desk library via a mobile device user interface associated with one or more of the first managed application and the help desk library.

3. The method of claim 1 , wherein using the help desk library embedded in the code of the first managed application to provide the help desk session includes sending help desk related information to an MDM agent on the mobile device.

4. The method of claim 3 , wherein the MDM agent on the mobile device is configured to provide the help desk related information to the first managed application via a secure app communication bus on the mobile device.

5. The method of claim 4 , wherein the help desk session is provided with respect to the MDM agent and the first managed application.

6. The method of claim 1 , wherein the mobile app data the help desk library is configured to provide in real time to the help desk system includes one or more of the following: a screen capture of an app display page associated with the first managed application; an activity log associated with the first managed application; and a file, folder, or other content-related object associated with the first managed application.

7. The method of claim 6 , wherein the mobile app data further includes real time contextual information, including one or more of location, signal strength, and OS/app versions.

8. The method of claim 1 , wherein the help desk library is further configured to respond to a command from the help desk system to provide to the first managed application with input data associated with an app user input.

9. The method of claim 8 , wherein the help desk system is configured to:

receive via a help desk user interface an input associated with the app user input;

generate in response to the input said command to provide to the first managed application input data associated with the app user input; and

communicate the command to the help desk library via the help desk session.

10. The method of claim 1 , wherein the help desk system is configured to store help desk session data associated with the help desk session in a help desk session knowledge base.

11. The method of claim 1 , wherein the help desk system is configured to use a knowledge base to provide an automated response to a subsequently-received help desk data associated with a subsequent help desk session.

12. The method of claim 1 , wherein multiple mobile device help desk sessions are controlled by a single helpdesk session that includes broadcast of touch events and help desk keyboard input.

13. The method of claim 1 , wherein the push notification is provided from the help desk system to the mobile device.

14. The method of claim 1 , wherein the push notification is provided from the help desk system to the mobile device management server and from the mobile device management server to the mobile device.

15. A system, comprising:

a communication interface; and

a processor coupled to the communication interface and configured to:

in response to receiving a push notification associated with an indication to establish a help desk session associated with a first managed application installed on a mobile device, cause, by a component included in a help desk library of the first managed application the first managed application to participate in establishing the help desk session, wherein the mobile device includes a plurality of managed applications and one or more non-managed applications, wherein each of the managed applications included in the plurality of managed applications includes a corresponding help desk library embedded in respective code of the respective managed applications, and wherein the one or more non-managed applications do not include the help desk library;

establish a secure tunnel connection between the first managed application and a proxy, wherein in response to the secure tunnel connection being established, the proxy is configured to provide to a mobile device management server information that the secure tunnel connection has been established between the first managed application and the proxy wherein in response to receiving the information, the mobile device management server is configured to provide to a help desk system external to the mobile device an indication that the help desk session has been established, wherein the help desk system external to the mobile device communicates with the first managed application via the proxy and the secure tunnel connection; and

use the help desk library of the first managed application to provide the help desk session to the help desk system external to the mobile device, wherein the help desk library of the first managed application is configured to provide in real time, to the help desk external to the mobile device, mobile app data associated with the first managed application while the first managed application is running on the mobile device, and wherein the help desk library of the first managed application is configured to allow the help desk system external to the mobile device to exercise control over the first managed application.

16. The system of claim 15 , wherein the processor is further configured to receive an indication to provide to the first managed application input data associated with an app user input, and send via the communication interface a command to the help desk library embedded in the mobile app code of the first managed application to provide the input data to the first managed application.

17. A computer program product embodied in a non-transitory computer readable storage medium and comprising computer instructions for:

in response to receiving a push notification associated with an indication to establish a help desk session associated with a first managed application installed on a mobile device, causing, by a component included in a help desk library of the first managed application the first managed application to participate in establishing the help desk session, wherein the mobile device includes a plurality of managed applications and one or more non-managed applications, wherein each of the managed applications included in the plurality of managed applications includes a corresponding help desk library embedded in respective code of the respective managed applications, and wherein the one or more non-managed applications do not include the help desk library;

establishing a secure tunnel connection between the first managed application and a proxy, wherein in response to the secure tunnel connection being established, the proxy is configured to provide to a mobile device management server information that the secure tunnel connection has been established between the first managed application and the proxy, wherein in response to receiving the information, the mobile device management server provides to a help desk system external to the mobile device an indication that the help desk session has been established, wherein the help desk system external to the mobile device communicates with the first managed application via the proxy and the secure tunnel connection; and

using the help desk library of the first managed application to provide the help desk session to the help desk system external to the mobile device, wherein the help desk library of the first managed application is configured to provide in real time, to the help desk system external to the mobile device, mobile app data associated with the first managed application while the first managed application is running on the mobile device, and wherein the help desk library of the first managed application is configured to allow the help desk system external to the mobile device to exercise control over the first managed application.