Freshdesk

Name: Freshdesk
Rating: 4.5 (2829 reviews)
Author: FRESHWORKS TECHNOLOGIES PRIVATE LIMITED

Business

Free

2.8K Ratings
Ages

4+
Years
Category

Business
Developer

FRESHWORKS TECHNOLOGIES PRIVATE LIMITED
Language

EN
+ 36 More
Size

159.6
MB

Deliver exceptional customer support on the go. Unchain yourself from your helpdesk and make your customers happy with the Freshdesk app for iOS. Streamline customer queries from multiple channels and answer them easily from your phone. Freshdesk is an online customer support software that lets you support your customers across channels like email, phone, chat, Facebook, Twitter, and your website. Key Features: Get a quick overview of your helpdesk. Access all tickets available to you. Prioritize the tickets that need your attention with filters before responding. Manage your support - Set priorities, assign agents, change tickets statuses. Race through routine actions with one-click scenario automations. Delete tickets and block spam right from your phone. Log time spent on a ticket. Stay informed about all updates and changes with push notifications.

Ratings & Reviews

4.5

out of 5

2.8K Ratings

VP Operations - wants, needs, and feature ideas!!!
12/21/2019

PressF2forSetup
App should have features in web version, such as reports and settings areas - these are missing entirely from the mobile app.This app could be so much better for mobile users - which it is built for but is scaled down to the functionality of a Tier 1 CRM app in terms of functionality. You can: Create a ticket, look up a ticket, edit a ticket (needs reorganization to bring group/user fields next to each other) — but that’s about it. This hardship has bestowed frustration among the people in my land. I cannot silence them much longer!! They rant about how power-users, those who heavily rely on your system in the office also need to have the same feature set and functionality on the go!! Where, oh where, are the reports and settings?! 🥺😭——Please Help! P.S. - I also wanted to thank all those involved in creating the mobile app!! Fresh is so much better than our previous CRM. Unbelievably better. Our staff utilization rate is amazing — which shows that our employees feel the same! Remarkably, our company has become more efficient while generating more operational data than ever before. It’s a VP’s dream...Until next time,Timothy, VP Operations for TC/LLC
VP Operations - wants, needs, and feature ideas!!!
12/21/2019

PressF2forSetup

App should have features in web version, such as reports and settings areas - these are missing entirely from the mobile app.This app could be so much better for mobile users - which it is built for but is scaled down to the functionality of a Tier 1 CRM app in terms of functionality. You can: Create a ticket, look up a ticket, edit a ticket (needs reorganization to bring group/user fields next to each other) — but that’s about it. This hardship has bestowed frustration among the people in my land. I cannot silence them much longer!! They rant about how power-users, those who heavily rely on your system in the office also need to have the same feature set and functionality on the go!! Where, oh where, are the reports and settings?! 🥺😭——Please Help! P.S. - I also wanted to thank all those involved in creating the mobile app!! Fresh is so much better than our previous CRM. Unbelievably better. Our staff utilization rate is amazing — which shows that our employees feel the same! Remarkably, our company has become more efficient while generating more operational data than ever before. It’s a VP’s dream...Until next time,Timothy, VP Operations for TC/LLC
New version is horrible
01/26/2019

NewYawkSeahawk
I’ve ever written a review on an app in my long history of a iPhone user but this new version of FreshDesk is horrible. When it updated on my phone I was excited because first glance it looked visually better but as others have pointed out it’s buggy, unstable and html emails get cut off making them unreadable which is a problem since we respond to several off hours emails directly from the app. I emailed customer support and they didn’t seem to know what I was talking about, which was very disappointing. Not so happy right now as I can’t respond to any customers who use any of our web forms which are generated via HTML

Developer Response
Hello,We’ve rolled out a fix for it. We’re sorry to hear that you faced issues with viewing HTML emails. If you are still facing the same issue, please let us know at support@freshdesk.comOn a related note, do try out canned forms on the web version of Freshdesk. Canned forms are customizable form templates which are available from within your account. You can read more about the feature here: https://bit.ly/2uwTCG1
New version is horrible
01/26/2019

NewYawkSeahawk

I’ve ever written a review on an app in my long history of a iPhone user but this new version of FreshDesk is horrible. When it updated on my phone I was excited because first glance it looked visually better but as others have pointed out it’s buggy, unstable and html emails get cut off making them unreadable which is a problem since we respond to several off hours emails directly from the app. I emailed customer support and they didn’t seem to know what I was talking about, which was very disappointing. Not so happy right now as I can’t respond to any customers who use any of our web forms which are generated via HTML
Developer Response 05/31/2019
Hello,We’ve rolled out a fix for it. We’re sorry to hear that you faced issues with viewing HTML emails. If you are still facing the same issue, please let us know at support@freshdesk.comOn a related note, do try out canned forms on the web version of Freshdesk. Canned forms are customizable form templates which are available from within your account. You can read more about the feature here: https://bit.ly/2uwTCG1
Honestly flabbergasted
01/29/2019

Space champ
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
Hello,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 support@freshdesk.com if you’re still facing problems.
Honestly flabbergasted
01/29/2019

Space champ

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 05/31/2019
Hello,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 support@freshdesk.com if you’re still facing problems.
Update: fixed search issue
08/09/2019

spsmart
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
Hello,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 support@freshdesk.com if you’re still facing problems.
Update: fixed search issue
08/09/2019

spsmart

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 05/31/2019
Hello,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 support@freshdesk.com if you’re still facing problems.

Introducing the new mobile app experience We’ve redesigned the mobile app to bring your entire support workflow to your fingertips. With the all-new mobile app experience, you can now manage your chat tickets on the go with a cleaner interface, faster performance, and a smoother chat workflow. What’s improved: • View, respond to, and resolve chat tickets directly from the mobile app. • Refreshed design for a cleaner and more intuitive experience • Faster performance to help you take action quickly