Bug fixes and improvements
Ratings and Reviews
Update: fixed search issue
Received an update from the developer and the search issue was resolved. Very helpful and big improvement. Thanks!
That app runs well and is easy to use on my iPad Pro. A couple of issues, though:
1. Images do not show up in notes that are added to a ticket. This is difficult because many of our customers will use screen shots and other images to describe problems.
2. As far as I can tell, there is no ability to search for a specific ticket number. The search tool seems to handle the ticket number as a string like any other, which means that a list of tickets comes up in the search results rather than the ticket I am looking for. It would be nice if I could tell the system that I am entering a ticket number and then it only returns the specific ticket.
Looking forward to future updates
Developer Response ,
In the latest update, we’ve fixed the inconsistency when you search with the ticket ID. We've also fixed the issue with downloading attachments. Sorry to hear that you've faced issues while searching for tickets. Please try using the latest version of the app, and let us know at firstname.lastname@example.org if you’re still facing problems.
I have never seen an app nose dive in quality in one update this hard. It opens up into notifications instead of my tickets like I didn’t go to the app from a notification, my tickets no longer show how many tickets I have open anywhere in the app, where it used to tell me how many tickets I have is replaced with some cutesy “that’s all folks!” which ontop of everything else just feels like it’s mocking me. The merge function is just... well non functional. Instead of pulling up the 20 odd tickets I have open to merge one it makes me search by either contact, subject, or the freaking ID# of the ticket????
Everything loads so much slower now, the app doesn’t even look good and I’m bringing all of this up at the next group meeting we have because even though we just started with Freshdesk this year the 5.0 update has left a terrible taste in my mouth over the entire system. Garbage redesign that just reeks of too many cooks in the kitchen.
Developer Response ,
We've rolled out a few updates to the app. We've fixed the issue with the notifications and more recently, provided an update where you can select a ticket view, and see the number of tickets in that view. Sorry to hear that you're unsatisfied with the app. Please try using the latest version of the app, and let us know at email@example.com if you’re still facing problems.
Looking for a different provider
We have been using freshdesk for a few months and it is a complete nuisance and has made our job more difficult instead of easier.
When you open a new ticket for an existing account NONE of the fields are pre-filled, there is absolutely no mapping back to the account, so you have to enter all the customer info every-single-time.
Tickets are not even automatically assigned to the person that created them, even that step is manual.
The search is not very good so we end up constantly duplicating accounts.
There is no really a way to log a second call under the same ticket. You can add comments, but there is no difference between a regular agent comment and lets say a follow up call by the customer. You basically have to spell it out.
There is no way to link users to phone numbers instead of email, which would have worked so much better for our clients, the majority of which do not need or use email.
Because its so time consuming our agents are often choosing not to open tickets at all, so we are loosing information.
Developer Response ,
We apologize for the bad experience that you are facing.
If a ticket is created from the contact page, the contact's detail is pre-populated in the requester field of the ticket.
Automation rules can be set up to achieve this behavior. For eg., if the ticket source is by phone, then assign to a particular agent. Read more about this here: https://tinyurl.com/automaticassign
You can create contacts which only have phone numbers without an email address.
Please send us an email to firstname.lastname@example.org so that we can reach out to you and help resolve these issues promptly.
- FRESHDESK TECHNOLOGIES PRIVATE LIMITED
- 111.1 MB
Requires iOS 10.0 or later. Compatible with iPhone, iPad, and iPod touch.
English, Dutch, French, German, Portuguese, Spanish
- Age Rating
- Rated 4+
- © 2017 Freshworks Inc
With Family Sharing set up, up to six family members can use this app.