Freshservice

Freshworks Inc

About this app

Freshservice is a refreshingly easy-to-use, simple-to-configure, ITIL based IT service desk management solution in the cloud. The productivity centric Freshservice mobile app has been designed keeping in mind an IT agent’s flexibility to stay connected, ‘on the go’. With an industry first module named ‘To-Dos’ it enables the agent to prioritize their day and see all the work stream in a single window. Additionally other core ITIL modules such as incident management, change management, service catalog, asset management, user management and others are all available within the app.

What’s new?

To-do list to plan your day.
Change Management to manage your changes
Task module to manage your schedule
Fully capable Incident management
Service Catalog
Approvals Management
User Management


Key features of Freshservice mobile app

1. Push notifications to stay on top of things.
2. Create or respond to tickets, assign it to agents, change its priority and due date, mark it as spam or delete it.
3. Prioritize and stay on top of tickets that matter the most with 9+ default views and unlimited custom views.
4. Insert canned responses when needed and attach files as necessary.
5. Add private notes that only other agents can see, forward tickets, or just stay in the loop as a ‘watcher’.
6. Search your list of users or the right solution in your knowledge base.
7. Get a quick overview of your help desk.
8. Your employees can access the service catalog and even place and track service requests.
9. Update all the details for assets, add new assets to the CMDB using the barcode/QR code scanner.
10. Log in easily using Active Directory SSO or SAML.

Ratings and reviews

I use this daily and primary over logging in to the desktop. It works but is clunky and missing features. Notifications are awful. Does not sync with read notification in the desktop app. So yes, duplicate notifications on your desktop and then in the app all day long. Projects module is not in the app? Why? Makes module useless. Filtering of tickets is bare minimum. Have to scroll to the very bottom of the list to see active ticket count. Good start but needs more work.

Hiding the reply/forward buttons so I have to just tap around in seemingly random places for these buttons to finally show is grade A UI design, well done. Additionally, just tapping "done" to send said reply at the top of the keyboard definitely won't lead to any accidental sends in the middle of changing a typo when the response is still being written. No, none at all. It doesn't need to look pretty, it just needs to work well. Currently it's infuriating. Notifications are better though

App has been broken for several days now. I can not modify tickets (like selecting a building) so I can not close tickets through the app. All it says is that an error occurred. I tried wiping all of the data and cache then uninstalling, restarting my phone and reinstalling. Unfortunately this did not work either. Will not work on several different wifi networks or over LTE. This isn't the first time this has happened, but it is the longest it has gone without being fixed.

What's new

Bug fixes and enhancements