Freshdesk Support Desk

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 Support Desk Android app. Streamline customer queries from multiple channels and answer them easily from your phone.

Freshdesk Support Desk 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

I use a Pixel phone and the notifications come through whenever they want unless you're actively using your device. My employer has an Iphone and gets his notifications immediately. Additionally, if you need to edit a note in a ticket you can only edit the initial message of the ticket and no other notes unlike on the web browser where you can edit any note for a ticket. It has bugs and they absolutely effect the usability of the mobile app. Not terrible but these issues can/should be fixed.

Great app. I use it daily to track tech support work orders. Previous versions allow you to take a photo and it immediately uploaded a reduced resolution to your notes for that ticket. Now I have to take a photo outside of the Freshdesk app and hope that it will allow me to upload the photos afterwards. They need to bring the old picture functionality back. Otherwise, it's easy to use.

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".

What's new

We heard you!
You will now be able to filter tickets on the fly to search for more specific list of tickets. You can filter tickets based on all the set ticket fields from the Admin page.