Forrester's Total Economic Impact of Freshservice on IT Service Management Download Report

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iOS Mobile App Redesign

The new iOS mobile app will soon be available in a new form. The revamp of the app is underway and the primary objective of the redesign was aimed at helping IT agents carry out all the possible actions to resolve a ticket or fulfil a service request with much more ease. 

Phase 1 

New UI/UX that is designed by keeping in mind the modern user. The design now has more natural and intuitive elements setting a very high bar for user experience.


Adding more functional capabilities on the Incident module

  • Quick action bar at the bottom of all ticket details page to add time, reply, close or run any scenarios etc
  • Edit options on the header to manage ticket properties
  •  One click ‘pick-up’ action for assigning a ticket to yourself
  • Additional Menu options on the header to carry out advanced activities like, adding a new task, associate a CI and creating & manage Child Tickets
  • Long press actions to close or pickup a ticket (on list page)
  • Bulk actions to move tickets to trash/spam etc.
  • Add watchers, insert solutions, add canned responses, merge tickets and many other advanced functions


Addition of Task management module

  • Get a single page view of all the open Tasks
  • Create a new task
  • Edit the task details and properties
  • Mark as closed for all completed tasks

Notification Inbox

  • Approve service requests from inside the inbox
  • Grouped notifications help you with more context

Login Page

  • Self discovery of helpdesk URL – helps you identify all the Freshservice helpdesk URL’s that you have permissions for
  • SAML based SSO support
  • Normal | Google login


Phase 2

Will be focused on adding more capabilities to the app 

  • Introduction of Change Management to Track and minimze the risk while making IT Changes
  • Mobile specific module called ‘To-Dos’ - Designed to save time and help service desk agents focus on the items that matter the most to them. This section will allow agents to view their daily stream of work-items from across modules (Incident, Change, Service Requests, Tasks etc)
  • Addition of Dashboard widgets to monitor the health of the helpdesk 24/7

8 people like this idea

Any update on Phase 2 of the iOS app? I would love to see Changes and Projects available in the app. 

1 person likes this
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