Freshdesk for Android

Bugs don't sleep and your support shouldn’t either – Introducing Freshdesk for Android

Written by on December 24, 2013

“The probability of receiving a support request is directly proportional to the direness of personal situation” – Murphy’s Law of Customer Support.

Being a support superhero isn’t the easiest thing on the planet.

Not only does it mean that you have to be on the top of everything 24×7, but it also means that you’re shackled to a laptop, pretty much all the time. Which really puts a damper on things when you’re travelling, walking your dog or doing pretty much anything that doesn’t involve you sitting somewhere with a cup of coffee and your favorite ball and chain.

Now, imagine not having to excavate yourself from under your comforter, just to answer a query. Imagine not having to tiptoe past your vigilant wife into your study during a house party just so you can reply to that high flier who pinged you not five minutes ago. Imagine a world where your helpdesk is just a flick of your fingers away.

Welcome to that world.

Announcing Freshdesk for Android

Today, we discard the “desk” in help desk to help you focus on what you do best: solving your customers’ problems. In your own time, at your own pace, driven only by two thumbs.

How doth the app set thee free? Let us count the ways.

a) Space and time is now the concern of the app-less. Create new tickets, track pending ones, reply to customers, change ticket properties and swivel through your entire ticket view with just a single swipe of your thumb. All on your phone and tablet. Wherever you are.

b) Customer happiness is just a swipe away. Moving through half a gazillion screens just to change the priority of a ticket and assign it to another agent, is a luxury you can scarcely afford when your weapon of choice is a phone. Instead, pick out your scenario and execute it with just a single button and you’re done.

c) Save your responses, save time. Sending an acknowledgement to that high priority ticket at midnight when you are still blurry-eyed is much easier now than it used to be. Just choose a canned response and roll back over into your dreams.

d) Efficiency is no longer a pipe dream. Now that you have the option to add time entries to tickets from your phone, you can finally find out where all the time went when its 1 in the morning.

e) Staring isn’t always creepy. If you are training someone to be a support superhero or just calling in a specialist to keep an eye on the problem, you might want to set them as watchers. So that one can learn how to diffuse a situation and the other can defuse a situation.

Whether it’s the middle of the night, your coffee break or a sunny beach in Florida, your helpdesk is now nothing more than just a few clicks away.

Because we know that making customers happy isn’t just a 9-to-5 job anymore.

Go forth and download.

P.S: Every ticket has a stub. Press and hold the edge in Ticket view and the stub lets you know the status of the ticket, when it’s due and more!

P.P.S: Merry Christmas everyone.

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  • Awesome. Now go do the iOS version pretty please? 😉

    • Phil Schroder

      A little elf told me the iOS version is on the way very, very soon.

      • freshdesk

        It’s a work in progress 🙂

  • Greg Folk

    Very cool.

    Does the app support logging in using your Google Account (like the Fresh Desk site does)?

    • freshdesk

      No, I’m afraid not, at the moment. We’re bringing that out very soon though!

  • Jason Ramsden

    As far as I can tell there is no Google Account login for this app. Shouldn’t that be pretty straightforward for an app developed for Android?

    • freshdesk

      You’re right. We’re bringing that soon, and you’ll never have to painstakingly type out your passwords again 🙂

  • LightBulbIT

    So now we are building OS specific apps instead of the universal app? Oh well, guess I won’t be getting support on this anytime soon…

  • Tony Graziano

    Cant use with a google account. Kinda useless until then for scores of us. What gives?

  • Greg Heier

    This would be great if it had OpenID support for Google Apps logins just like the Freshdesk website does. We can’t really utilize the app until then.

    • freshdesk

      We’re definitely working towards implementing Google Apps login in the next version.

      Meanwhile, you could use the ‘forgot password’ option to reset your account credentials you login to your helpdesk.

      • Greg Heier

        Great, the ‘forgot password’ does work as a work-around for now. Thanks! Definitely looking forward to the OpenID implementation but this is a great way for us to learn the app in the meantime.

      • Guest

        Great! The ‘forgot password’ does work as a work-around for now. Thanks! Definitely looking forward to the OpenID implementation but this is a great way for us to learn the app in the meantime.

      • Guest

        The ‘forgot password’ does work as a work-around for now. Thank you! Definitely looking forward to the OpenID implementation but this is a great way for us to learn the app in the meantime.

      • Greg Heier

        Great! The ‘forgot password’ does work as a work-around for now. Thank you! Definitely looking forward to the OpenID implementation but this is a great way for us to learn the app in the meantime.

  • Mupota Muchelemba

    I am using the android app already. It works great ..but..
    Can we get notifications when a new ticket is created so that we do not have to constantly check our phones?

    • freshdesk

      Mupota, we’re working on that right now 🙂 It’ll be out soon.