Screenshots

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 5.5

1. Field technicians can search for specific service tasks from their list.
2. A new date filter lets field technicians filter their work and focus on upcoming appointments
3. Notifications for field technicians are cleaner

Ratings and Reviews

3.0 out of 5
91 Ratings

91 Ratings

piza305 ,

Can’t even reply to tickets (edit at bottom)

I’ve had a “ticket” in with Freshdesk’s support team for a month now waiting for them to patch their app which won’t even allow you to reply to tickets to let users know the status of their issue. This is absolutely ridiculous. If the issue isn’t solved soon we will be looking into a different support software for our IT team. Incredibly poor quality app.
Edit: this issue had been fixed after about 2 months of waiting. The app works pretty well now, but I’m only giving it 3 stars because of the slow response time.

Developer Response ,

Hello,

We’ve rolled out a fix. Sorry to hear that you have been facing issues while replying. Please try using the latest version of the app and let us know if you’re still facing problems.

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.

L44la ,

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 ,

Hello,


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 support@freshdesk.com so that we can reach out to you and help resolve these issues promptly.

Information

Seller
FRESHDESK TECHNOLOGIES PRIVATE LIMITED
Size
108.2 MB
Category
Business
Compatibility

Requires iOS 10.0 or later. Compatible with iPhone, iPad, and iPod touch.

Languages

English, Dutch, French, German, Portuguese, Spanish

Age Rating
Rated 4+
Copyright
© 2017 Freshworks Inc
Price
Free

Supports

  • Family Sharing

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

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