Use DEX Desktop Assistant

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Use DEX Desktop Assistant

    DEX Desktop Assistant is a dedicated communication tool designed for employees to quickly access self-service options, IT notifications, support resources, and diagnostic tools. It streamlines workflows by enabling activities such as network diagnostics, accessing IT catalogs, using the ServiceNow® Employee Center, and interacting with virtual agents for assistance. IT teams can efficiently communicate outage notifications and critical announcements to ensure timely support delivery.

    Show full answer Show less

    Key Features

    • Home Page Components:
      • Header: Includes the application name, virtual agent/chat icon for ServiceNow Otto-based support, notification icon showing new notifications count, and user profile icon for logout.
      • Sections: Logical groups for searching items, including default "My resources" and "Quick links" sections. Administrators can add or customize sections.
      • Cards: Preconfigured cards include:
        • Device health check – monitor and resolve device issues.
        • Network test – run network diagnostic tests.
        • Employee Center – access the Employee Center portal.
        • Outages – view current outages on Employee Center.
        Cards are mapped by default to sections, and administrators can customize card placement or remove cards as needed.

    Troubleshooting

    If issues arise with Desktop Assistant, users can access log files for troubleshooting at:

    • macOS: Users/[username]/Library/Application Support/desktopassistantapp/logs
    • Windows: Users\[username]\AppData\Roaming\desktopassistantapp\logs

    Use DEX Desktop Assistant to get quick access to self-service and diagnostic tools, notifications about outages and announcements, and support resources.

    The DEX Desktop Assistant provides a dedicated communication interface for employees, enabling access to self-service options, IT notifications, and support resources.

    Desktop Assistant facilitates streamlined workflows by enabling employees to perform network diagnostics, access IT catalogs, use the ServiceNow® Employee Center, and interact with virtual agents for assistance. IT teams can use the tool to issue outage notifications or critical announcements, promoting timely communication and efficient support delivery.

    Table 1. Desktop Assistant home page components
    Components Description
    Header
    The Desktop Assistant header includes the following:
    • Application name
    • Virtual agent or chat icon : Selecting this icon opens a chat-based Virtual Agent interface that uses ServiceNow Otto to provide help, answers, and support.
    • Notification icon : This icon displays a red dot with a number to indicate the number of new notifications. Selecting the icon displays the list of notifications.
    • User profile icon : Selecting this icon enables you to log out of Desktop Assistant.
    Sections

    Sections help you search for items by arranging them sequentially and in logical groups. By default, ServiceNow provides the My resources and Quick links sections.

    Desktop Assistant administrators can configure additional sections for the home page. For more information, see Add a section in the Desktop Assistant home page.
    Cards Desktop Assistant provides the following cards with the base system:

    By default, the Device health check card and the Network test card are mapped to the My resources section. The Employee Center card and the Outages card are mapped to the Quick links section. Desktop Assistant administrators can map cards to any section or remove cards from any section on the home page. To map a card to a section, see Map a card to a section. To remove a card, see Delete a card from the Desktop Assistant home page.
    Note:
    If you experience issues with Desktop Assistant, troubleshoot them by accessing the logs at these locations:
    • macOS: Users/[username]/Library/Application Support/desktop_assistant_app/logs
    • Windows: Users\[username]\AppData\Roaming\desktop_assistant_app\logs