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This article was published on August 7, 2012


    Freshdesk announces its HTML5 app for customer support agents on mobile devices

    Freshdesk announces its HTML5 app for customer support agents on mobile devices
    Jamillah Knowles
    Story by

    Jamillah Knowles

    Jamillah is the UK Editor for The Next Web. She's based in London. You can hear her on BBC Radio 5Live's Outriders. Follow on Twitter @jemi Jamillah is the UK Editor for The Next Web. She's based in London. You can hear her on BBC Radio 5Live's Outriders. Follow on Twitter @jemimah_knight or drop a line to [email protected]

    Freshdesk, the cloud-based customer support platform, has released FreshMobile, the mobile app version of its help desk solution.

    FreshMobile is an HTML5 mobile application for customer support teams to manage and resolve their help desk duties from any device’s mobile browser without having to download an app.

    Freshdesk already offers businesses the ability to handle customer support wherever their customers are through phone, email, Facebook, Twitter and other online communities. Earlier this year the company announced further integration for users to manage their customers through Google with analytics and contacts tools.

    The mobile service allows users to create, save and reuse templates for replying to tickets, this helps when using a mobile device where the processes can be a bit fiddly.

    FreshMobile also has a ‘Solution Suggest’ feature which provides likely solutions from the company’s knowledge base to make things a bit easier.

    Naturally by creating an HTML5 mobile app, the service can be accessed from any device and there is no need for updates to be downloaded.

    As more brands appear across all digital platforms and customers can contact companies for support through many social networks now too, it is not surprising that help desks are expanding their suite of options. Hootsuite recently provided a ZenDesk plugin so that users can create tickets directly in posts from the service complete with Twitter conversation history to further understand customer needs.

    Hopefully this means that more issues can be resolved with brands and services no matter where we choose to raise our voices online to get satisfaction.

    Image Credit: Little Gem Trees