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Description

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.

What’s New

Version 6.11

• Introducing independent service tasks for Field Service Management. With this, you can create service tasks that are not associated with a support ticket.
• We’ve made a small change to the reply bar on all tickets. Hope you like it!

Ratings and Reviews

4.4 out of 5
1.2K Ratings

1.2K Ratings

spsmart ,

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 ,

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.

xtimothyl ,

VP Operations - wants, needs, and feature ideas!!!

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

Space champ ,

Honestly flabbergasted

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.

App Privacy

The developer, FRESHWORKS TECHNOLOGIES PRIVATE LIMITED, indicated that the app’s privacy practices may include handling of data as described below. For more information, see the developer’s privacy policy.

Data Not Linked to You

The following data may be collected but it is not linked to your identity:

  • Identifiers
  • Usage Data
  • Diagnostics

Privacy practices may vary, for example, based on the features you use or your age. Learn More

Supports

  • Family Sharing

    With Family Sharing set up, up to six family members can use this app.

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