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.

Needs a lot of usability fixes, haven't seen a lot of bugs yet though so that's good. NEED the saved ticket and tasks views to sync from the website, the fact it doesn't is nuts. the default selection doesn't even make sense let alone should be the only ones pinned at the top. the fact the bottom bar isn't customizable is nuts, there are many workflows and I don't use changes or assets but I do use tasks and tickets all the time so those should be available at all times not stuck in a menu!

'Sorry, an error event has occurred' problems since the 8.4 update was applied yesterday. Reinstalled - no change. Installed on another device - ditto. Notifications are ok. New issues appearing fine. Attempts to open existing issues or create a new issue ends with the same error message.

What’s new

- Employees can now access and complete Journey-related tasks and approvals directly from the Freshservice mobile app, previously available only on the web portal. This mobile access enables users to stay on top of pending actions, make timely decisions, and manage tasks on the go.
- Introducing Mobile App support for MSP — create, view, and manage tickets and client info anytime, anywhere.