Freshdesk is a powerful but easy-to-use customer support software that has extensive integration with social media networks. It’s suitable for businesses of all sizes, from small web developers to large enterprises handling thousands of customer queries every day.
The Freshdesk app for Android allows you to manage and monitor customer support on the move and engage with customers through email, Facebook, Twitter, and other online communities. Effectively, Freshdesk is like a mobile helpdesk, allowing you to answer customer queries, log new tickets or problems, and fix them where you are. The mobile app is pretty similar to the Cloud-based helpdesk software, allowing you to easily view the history of communications with specific customers whether its by email, Facebook, Twitter or phone calls.
Clear overviews of support tickets
Like the cloud version, the Freshdesk Android app provides a clear overview of any pending tickets and color coordinates them based on priority.
You can sort tickets by various filters including urgent, overdue, tickets your watching and newly created tickets.
Inside the tickets, you can modify things such as the priority, the agent assigned to it, the status of the ticket and other important filters. You can also add and remove watchers to a ticket and spam or trash messages. If you don’t have time to respond to a customer immediately, the app helps to provide speedy support with instant canned responses for quickly replying to customer issues.
Freshdesk will even try to suggest solutions to tickets based on keywords in customer communications. You can upload screenshots to tickets from Dropbox and of course, log the amount of time you’ve spend trying to resolve an issue.
The app supports adding notes and allows you to perform bulk actions on tickets, meaning you don’t need to delete hundreds of tickets with the same issue separately. And if you get a particular customer bombarding you with the same issue through multiple channels, such as via Facebook, Twitter and email, you can merge all correspondence into one ticket.
Take support calls using Freshfone
The Freshdesk Android app also gives you the option to use the built-in phone channel on the app. This function is particularly smart, allowing you to talk to customers anywhere, although it does require a Freshfone account. Freshfone allows you to choose any number you want and then set up a dedicated call center in the cloud. This has an additional cost to a regular Freshdesk subscription, although for small groups of agents, pricing starts at $1 per month and includes automatic call recording, IVR support, and call transferring.
You can even forward calls to agents on mobile phones if your support team isn’t in one place or office. After receiving customer calls by phone, you can also then turn them instantly into tickets for your helpdesk to deal with afterwards.
The Freshdesk mobile app features almost all of the functionality of the desktop version but the biggest omission is live chat. Despite all the many social media channels of communication that Freshdesk allows, the live chat feature in the desktop version that many businesses find essential nowadays is not included in the mobile version.
Various pricing from free to enterprise plans
Although the Freshdesk mobile app is free, you must of course have an active Freshdesk subscription to use it although you can at least try it free for 30 days and the basic plan is free for up-to three support agents. There are five different Freshdesk pricing plans – Sprout, Blossom, Garden, Estate and Forest (the free trial uses the Estate plan and an unlimited number of agents). The difference between them is basically the number of agents they support.
The basic Sprout plan can be used for up-to three agents and includes email support, phone support and a knowledge base. Additional agents on the Sprout plan cost $15 per month. The Blossom plan costs €16 per agent per month and includes the all important social media support integration, community forums and game mechanics. The Garden plan costs $25 per agent and you must purchase this plan or above in order to get live chat and it also includes enterprise reports, portal customization and custom agent roles. Finally, the Estate plan costs $70 per agent per month and includes all of the above in addition to IP whitelisting and custom email servers.
The good thing is there are no cancellation fees or contracts – you can cancel at any time without being penalized or losing a subscription fee. Which one you choose depends very much on the size of your organization and which features are important to you.
Freshdesk is a very powerful customer support software and the Freshdesk Android app provides the essentials needed to perform effective support on the move.
Check out more information about the Freshdesk software and its features here.