When you are on the go, you would want to have Freshdesk wired to your phone to track the notifications on the tickets. We do have a mobile app that would help you check tickets, respond to them and track customers as well as social channels. Furthermore, attending calls on the app has never been more convenient as you would be able to return them from the app itself.
Once you set this up, the first step would be to enter the company URL which would be the "account URL" (yourcompany.freshdesk.com) that you use to login to the portal. If you are using a custom URL for your Freshdesk Account, you could make use of that as well, while logging in.
If you are using a custom URL with your Freshdesk Account, you could use the same on the Freshdesk Mobile App, for login. At the same time, the default Freshdesk URL, which would go by YourCompanyName.freshdesk.com would work as well and could also be used for login using the Mobile App.
Yes, you'll be able to log into your Freshdesk account using the credentials you use for the SSO you have set up. You would also have the option to bypass the SSO and use the normal Freshdesk login.
Please verify the Freshdesk URL. It would go by your_company_name.freshdesk.com. Your Username would be your agent email address and you would have to enter your password.
Also, if you have SSO, you would have to use your SSO credentials accordingly.
If you continue to face any issues with login, please feel free to write to email@example.com and one of our agents would get in contact with you to assist you regarding this.
As of now, the Freshdesk Mobile app is only for agents to use on-the-go and not for customers. If you do have your own app, you can integrate it with Hotline, our in-app support tool, using which your customers can raise queries and browse FAQs from within your Mobile App itself.
Could you please ensure the following:
- Your Freshdesk account is set to accept calls via Browser/app (from the Call Button next to the Agent Avatar).
- The option to allow incoming calls on the app is turned on (under the App Settings).
- If you are receiving calls from the browser but not on the app, then please ensure the Freshdesk app is running in the background and not closed.
Using your Freshdesk Mobile App, you would be able to receive notifications on ticket updates. In your Mobile App, navigate to Settings-->Ticket Notifications. There, you would be able to manage the push notifications you would like to receive, by Turning On/Off the listed options.
You could also change the Notification Tone or turn on/off the Vibrate option from the same menu. The changes would get auto-saved.
The functionality to edit or create custom ticket views using ticket filters is currently not available with the Freshdesk Mobile App.
You can, however, create custom views on the web browser and then access them through the Mobile App. The list of custom views would be available at the top of the tickets list, on the Mobile App, from which you could choose a custom view.
As of now, the mobile app is designed for an agent when they are on-the-go and to respond or makes updates to tickets with high priority and need attention when you are away from office. Admin settings would be part of the configuration for workflows and so, it is currently a part of the Web App only and not part of the Freshdesk Mobile App.
As of now, our apps are only for iOS and Android and we do not have a Windows Mobile App currently. However, this is a part of our Product Enhancement Roadmap.