Freshdesk

Freshworks Inc

About this app

Deliver exceptional customer support on the go. Unchain yourself from your helpdesk and make your customers happy with the Freshdesk Android app. Streamline customer queries from multiple channels and answer them easily from your phone.

Freshdesk is an online customer support software by Freshworks Inc. that lets you support your customers across channels like email, phone, chat, Facebook, Twitter, and your website.

Key Features:

1. Get a quick overview of your helpdesk. Access all tickets available to you.
2. Prioritize the tickets that need your attention with filters before responding.
3. Manage your support - Set priorities, assign agents, change tickets statuses.
4. Race through routine actions with one-click scenario automations.
5. Delete tickets and block spam right from your phone.
6. Log time spent on a ticket.
7. Stay informed about all updates and changes with push notifications.

Ratings and reviews

The app frankly works better than the web portal at this point (and the web portal is fine for the most part- just gets confused and tries to use keyboard shortcuts at random times while you're typing a reply or note, even if they're disabled). Everything in the app is deliberate and intuitive. Easy to determine and modify current status, filter views, use canned replies, etc. I'd like to be able to insert the KB friendly name (and not just the URL), but that's firmly under "nice to have".

The redesign was decent. However, the ability to read Company Notes was removed. This is a large problem for my company. My staff in the field routinely referenced Company specific notes. Our only option now would be to go back and convert all Company Notes to Solutions, which should be a completely unnecessary process and waste of time. Update: New version and same issue. Still no access to important notes. Subtract another star.

*Update* The biggest drawback on this app is the notifications. Even when following all directions from Freshdesk it often takes 30 minutes or more for my phone to get a notification of a new ticket. Some of my co-workers are unable to receive notifications at all. *Original Review* Awesome set up. I loved that it checked with me when I accidentally pushed send on an email that I said "I have attached ..." And never attached a file to.

What's new

We’ve just released a new version with a few bug fixes and performance enhancements to make your support journey even smoother. Enjoy