Freshdesk

A good way to keep tabs on tickets, but lacks some features. For example, linking KBs puts the URL instead of the article title like the web version does. Also, there are quick options to close the ticket but not to change status or reassign without editing the ticket details. It's not bad overall but could be better.

Decent. Marking 1 notification as read, then backing out of that screen makes the app send another notification sound. It happens consistently each time you mark a notification read. Also, can't download attachments. I click on them and nothing happens. Yes, I checked my phone permissions.

Filtering at the moment isnt great I'd like to look at more then my pending tickets, like my tickets that are waiting for customer or waiting on third party, as it stands it's difficult for me to use this efficiently without these kinds of filters.

Not bad but definitely needs work. It really needs the filter options adding same as Web version. Need to easily view tickets open to certain agents which is OK online but unavailable In the app.

Widgets don't work Lacks any reporting features like desktop version has Ticket handling is a bit clunky and could use proper testing by the developers. Handy for catching up with emails but not useful for doing proper work on.

A nice app which is has intentionally been crippled. I can not filter the tickets. Still i have to use the web version to use filter feature. This app only helps me with the notifications. At least it has one use. By the way guys, Please implement the filter feature.

Still does not get backed up via Google backup. I have switched phones 4 times since my last review(6 months ago) and all play services are up to date and no matter what this app has to be installed manually. It does not become part of a backup. App works great but this caveat is frustrating as someone who switches phones often.

The app has become slow. Haven't been facing problem with it crashing but it's slow. The desktop version is horrible. Older version was sorted, sweet and simple. I don't really like mint, though it's catchy and minty I would want to stick the older version itself on desktop. On mobile I believe few fixes here and there making it faster would work. Everything else seems fine for me. Not happy with the update

Update: This app started behaving in a very weird way after an upgrade suggested by the app itself (Apr 2021). I upgraded it though the Play store as with any other app. After the upgrade, when selecting a ticket, I could not see the content of that ticket. Instead, I always ended up with a blank screen. This kept happening, until I decided to kill the app and kill any other services running that I could kill, and restart the app again. After that, the app started working properly. Probably there is a bug after an app update that only gets fixed after completely killing the app and restarting. Now that I am testing the new version of the app, it is visually more appealing, and feels a little more user friendly than the past version. I wish I would not have been stuck with the upgrade bug, but at least it now seems to be working well.

I really like the style of the new app but there are some issues: when you reply to a ticket, it seems the whole app resets through the splash screen again. When you click a notification for a ticket response, it doesn't take you to the actual response but an older one. There also is an issue with the spacing of returns when forming a response - when you do a return it adds a nice gap between sentences buy when viewed on email, all the text is together.

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".

Freshdesk has been a true lifesaver for our customer service! The desktop app is so easy to use and not cluttered with a bunch of unusable nonsense. The smartphone app makes it a breeze to handle inquiries on the go! It is also very clear and concise which makes so easy to stay on top of our customer inquiries and issues. As if that were not enough, Freshdesk support is spectacular!

This program is nothing less than perfect. It is the premiere customer service email/help desk solution for any situation. Trust me. Plus, it continues to get better and better. They're continually making it smarter, more intuitive and expansive, better looking, any and everything -- they thought of it. I commend this program highly, and will use it for as long as I have a reason to. It feels like home when I log in to Freshdesk, and I am truly grateful it exists.

The app is just ok. It has limited functionality. I manage our support team and wish there wes more flexibility in which tickets you can pull up (if I just want to see resolved tickets, for example). Also, it would be nice if you could just view solutions without having to search for a specific thing and make edits. I can't really do what I need to do from the app without these features.

App looks and feels great....but push notifications (the main reason for us wanting to use an app) don't seem to work. Indeed, even with the app open, there is no indication that a new ticket has been received....no update, no ring, no indicator. The only way to see whats changed is to click on a new menu. I saw on a previous review that this was addressed, but on version 4.1 its still not working. Update This problem seems to only affect my Samsung S7 (Android 8.1). Notifications work fine on my older LG G3 (Android 6.0)

Fresh desk app too Basic I would like to able to access my knowledge base on the mobile app and be able to edit the documents in my knowledge base straight from my phone for on the go access. I like the lay out of the website but the app could use quite a few improvements. I understand you didn't want to overwhelm users with too many options in one app but I promise you if their downloading the app they want to have the full experience that your webpage offers.

*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.

Great app when I first started using it April-ish of last year. As the year has progressed (with updates) the notifications on thr app have gotten much much worse. I own a galaxy S8 and S9. The S9 does not get notifications period, in the settings menu it even says the app has never recieved a notification. The S8 only gives notifications once the device has been unlocked. I reached out to support a few months back and was given a very cookie cutter response on "device settings", I am IT....

The app keeps crashing after a recent update... 03/21/22 - Still keeps crashing while clicking on menu to Edit a ticket.

Great when it connects. After a few days I get a can't connect error. Opening Freshdesk in my browser from my phone then restarting the app fixes the problem. But it would be great if it starts 100% of the time. Contacted support and they are trying to determine cause now. Otherwise easy to use instead of using through browser.

new updated app is buggy. lots of crashing, duplicate notifications, and still cant see customer details on company page. have been waiting for support to fix it for 5 months now. Cannot be relied on anymore. Notifications are pushing erratically. Been using their product for 4 years now, unfortunate but I have to go elsewhere. Well a few releases later and now the notifications are even worse. This is screwing up our business as we rely on the push notifications for server alerts. I'm on 5.13

Mobile app work. I have a Samsung Galaxy S21 Ultra. For some reason when replying to tickets random Enters end Spaces spontaneously appear. I narrowed it down to the keyboard language. Whenever I use US or UK keyboard language these random enters and spaces appear in the body of the ticket text. When I change my keyboard layout to Afrikaans the app works normally. I hope you understand what I mean by enters and spaces. It's exactly as hitting the enter and space bar keys on a keyboard.

Like the new design to the app but it still crashes when I press things like "tap to reply". Also one feature that I liked with the old version that this one doesn't seem to have is telling you the number of tickets. Now it just says "that's all folks" which is fun, but no where near as helpful.

A hateful update to a previously excellent app. Previously an essential part of my work toolkit, now close to uninstalling as both unreliable and irritatingly slow. Please can someone address the issues of notifications that have been raised in multiple negative reviews. One of the few times I find myself truly wishing for the old app to return.

Great App, but for my use case it's missing a critical feature. I have a technician who will be providing occasional support to one of my customers. I would like him to run the Android client on his phone so that he receives push notifications. The trouble is he has a regular job with another employer and they already use Fresh Desk, so he already has the android app on his phone pointed at that instance. The only solution is for him to log out of one instance and into the other, and in practice this won't happen. Please add the ability to log in to multiple instances at the same time!

The app had seen significant improvement over the time that I've been using it. This ticketing solution is thought out and full featured. The one thing that is inconsistent however is the push notifications. Push notifications stopped working consistently and I am no longer notified reliably on my phone when a ticket comes in.

Works good most of the time, but recently I have been experiencing app crashes constantly, the only way to fix it is reinstall the app, it will then work for a day and then start crashing again. Then another reinstall is required. It is getting quite annoying having to reinstall constantly.