Freshservice offers a dedicated app in the Apple App Store and Google Play Store to support the Microsoft Intune endpoint management solution. Use this article to configure and deploy the Freshservice for Intune mobile app.

Initial setup

Initial setup requires administrator permissions in Microsoft Intune and Microsoft Entra ID. These steps are the minimum requirements to set up Freshservice for Intune mobile apps. You can add or modify app protection policies, configuration policies, and conditional access policies later based on your requirements.

For iOS devices, the Microsoft Edge mobile browser is required only for the initial installation and configuration. You can uninstall Edge after the setup is complete without affecting the app’s functionality. Browser-agnostic support is currently under development and is being considered by the product team.

Step 1: Add an App Protection Policy

Users can register and sign in only after you apply an App Protection Policy. This ensures that access to Freshservice for Intune apps is granted only to users with the security settings required by Microsoft Intune.

1. In the Microsoft Intune admin center, go to Apps > App Protection Policies.

2. Create a separate policy for each mobile platform (iOS and Android).

3. Add the Freshservice for Intune app to your policy from the public apps list and configure the settings.

4. Assign the policy to the target groups.

5. Select Review + create.

Step 2: Grant consent by using the Freshservice for Intune mobile app

1. Open the Freshservice for Intune mobile app on an Android or iOS device and sign in with your Microsoft Entra account.

2. After a successful sign-in, a Consent prompt appears.

3. Review the prompt and select Accept.

4. Ignore any error dialog that appears. This step allows the Freshservice for Intune app to appear in the directory for Step 3.

Step 3: Grant admin consent in the Microsoft Entra admin center

1. In the Microsoft Entra admin center, go to Identity > Applications > Enterprise applications > All applications.

2. Search for and select Freshservice for Intune.

3. Go to the Permissions tab.

4. Select Grant admin consent, review the prompt, and select Accept.

Deploy to mobile devices

• iOS devices: Install the Freshservice for Intune app. The Microsoft Edge browser must be present on the device during the initial configuration. You can remove Edge post-setup.

• Android devices: Install the Freshservice for Intune app and the Company Portal app.

Troubleshoot device registration

Users might experience issues such as app crashes or error messages during registration. If these issues occur, verify the following configurations in the Microsoft Intune or Entra admin centers:

• Confirm that admin consent was granted in the Microsoft Entra admin center.

• Verify that enough time has passed for policy changes to sync with the device.

• Ensure the App Protection Policy is assigned to the correct user group.

• For iOS, verify that Microsoft Edge was installed during the initial sign-in and configuration.

If issues persist, contact support@freshservice.com.

References:

• Microsoft Entra Application management settings

• Microsoft Entra Consent experience

• App Protection Policy sync up time delay

• App Protection Policy setup validation