Mobile & Apps

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. Also please open your account in the browser and do the following steps:

Type your URL in the address bar, hit enter and select Login. And then choose the option " Are you an Agent? Login here" and it will redirect you to the Freshworks page. Select "Forgot password" option, enter your email address and a password reset link will be sent to your email. Reset the password using the link and you can log in to the account.

If you continue to face any issues with login, please feel free to write to support@freshdesk.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 are looking for a customer facing mobile app, leave us an email at support@freshdesk.com and one of our agents will be in touch.

Can you 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.   

 Please write to support@freshdesk.com if you are facing issues in finding the options listed above.                                                                                                                                                                        

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.

TABLE OF CONTENTS

• Working with filters
• Viewing filtered tickets 
• Viewing custom filters

Working with filters on the mobile app can save you time and help you stay organized when managing your customer support tickets on the go. By using filters, you can quickly find the tickets you need to work on and ensure that you're providing timely and effective support to your customers. 

Freshdesk mobile app on Andriod and iOS both, allows users to use default and custom drop-down fields in Freshdesk as filters to find a specific list of tickets. You can sort through tickets based on agents, group type, created time, resolution due date, and other criteria. With ticket filters, you can: 

• Search for a specific ticket using the global search 
• Create custom views for all the frequently accessed ticket lists
• Search for tickets on the fly using the ticket filter

Working with filters

Freshdesk app provides a wide range of filters that help you narrow down your ticket views based on your preference. For example, the Priority field allows you to filter and view tickets based on the ticket priority - High, low, medium, or urgent.

You can filter the tickets by source, type, status, agents assigned to, tags, products, and even the custom fields that you have created.

Also, you can view the tickets based on various date and time filters and further choose a day or specific time period. For example,  you can view the tickets resolved or closed in the past 1 hour.

• Created: View tickets based on the ticket creation date or time.
• Closed at: View tickets closed at a particular time or day.
• Resolved at: View tickets resolved at a particular time or day
• Resolution due by: View tickets that must be resolved before a particular day or time.

Viewing filtered tickets 

The ticket list view lets you check the tickets with a list of filters automatically applied. Each time you choose a view, the tickets will be displayed with a list of filters applied. For example, as an admin, you may want to view the list of unresolved tickets daily. You can simply choose "All unresolved tickets" default ticket view. The ticket list views save you time and help you quickly identify tickets based on your preference. 

The ticket filtering feature on a Freshdesk mobile app is easy and straightforward. Here are the primary steps to follow:

1. Open the Freshdesk app on your mobile.

2. Tap on the "Tickets" tab to view your tickets.

3. Click on the three dots next to the search icon on the top right corner of your screen, within the tickets tab.

4. Tap on the filtering option, and a menu of filter options as drop-down fields will appear.

5. Select the drop-down field that best suits your needs, and the associated options will pop-up from the bottom of the screen.

 

         6. You can also reset the filters by clicking the ‘Reset filters’ button.

Once you have selected the desired filter option from the drop-down, click on the ‘Apply filters’, and the ticket list will automatically update to display only the tickets that meet the selected criteria.

Viewing custom filters

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.

For more details on ticket filters click here

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.

The Freshdesk mobile app currently supports 18 different languages and here is the list of those languages: 

These languages are applicable for both support agents as well as field technician views and on both Android & iOS.