Freshdesk

A Google user

5 years ago

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....

Dee Lucas

2 years ago

I had happily used fresh desk for a year. I recently reached out about changing my subscription. This was there weeks ago and still no one had contacted me about resolving this. This latest update also doesn't work well. It notified me about tickets that are auto deleted It never used to do this. The notifications on the app are is empty but my cell phone died dozens of notifications that I need to clear in the app, but can't. Hopefully someone will respond to my emails now.

A Google user

6 years ago

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.

A Google user

5 years ago

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.

Serge Gukasov

2 years ago

Annoying notifications. I keep getting a notification for same event multiple times a day, even though there were no updates since I checked the ticket. "Someone responded to your ticket!" Tap notification and it takes me to a ticket that I responded to 2 hours ago that had no updates since. Afterhours? "Someone responded to your ticket. Now. +4 notifications" tap notification, open ticket, this actually happened 3 hours ago. Phone keeps going off all day for no reason. Infuriating.

A Google user

5 years ago

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

A Google user

6 years ago

The redesign was decent. However, the ability to read Company Notes was removed. This is a large problem for my company. My staff in the field routinely referenced Company specific notes. Our only option now would be to go back and convert all Company Notes to Solutions, which should be a completely unnecessary process and waste of time. Update: New version and same issue. Still no access to important notes. Subtract another star.

A Google user

5 years ago

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!

Brandon Lucas

4 years ago

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.

Julia

3 years ago

The analytics filters are a pain to use, if they work at all. Most times I end up having to resort to the web version, which defeats the purpose of having a mobile app. The app shows as "Support Desk" in my library. Name it Freshdesk, please. We all have too much going on to remember your cutesy nickname when we're trying to get work done.

A Google user

5 years ago

*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.

Glenn Bristol

4 years ago

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".

A Google user

6 years ago

Whatever you have done to "update" this app has broken it for Android. I cannot see complete client or agent responses, spacing is off when I try to reply or add a note to a ticket (this causes my responses to look choppy and unintelligent, and quite frankly, the date issue still isn't fixed. When I try to set a due date/time it sets it for one month later than the date I selected. This is an old issue I have asked about before and I can't be the only one. Come on guys, this WAS a good tool!

Derek Hutton

2 years ago

Works pretty well for the most part, but I have two issues. * We have summaries for tickets enabled on the desktop version but that doesn't show on the mobile app * Every couple of days I have to redo my notification schedule. I set it to weekdays but it changes to Wednesday-Sunday randomly. I have no idea what causes it but it's incredibly frustrating because if I forget, I don't get ticket notifications on Monday or Tuesday—our two busiest days.

A Google user

5 years ago

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.

A Google user

5 years ago

Marginally useful, but without the ability to save a draft, I am stuck in a message until I hit send. No cross referencing within the app or outside of it! UPDATE - 9-Dec-19 - I've been dealing with an issue for months whereby the app puts me in a constant cycle when first launching (from an email link or just starting the app) of signing in, then signing out, rinse/repeat a few times before it actually logs in. Sometimes it just says "It's not you, it's us."

A Google user

6 years ago

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.