How to Set up and Navigate the Freshservice app on Mobile Device
This article is for setting up the Freshservice app on your mobile device for both iPhones and Androids. With the app, you can enter a ticket, see your tickets you have entered, look at the Help Desk Solution Articles, or view approval requests. See How to Submit a Ticket in the App and How to Submit a New Request in the App for more information.
1. On your phone, open the App Store (or Google Play store if Android).
2. On the top of the screen in the search bar, type Freshservice.
3. You should see this Freshservice application, select the GET or Install button.
4. You may be prompted to provide your iTunes password to approve the download if on an iPhone. Enter it and continue. Note: This step may not show up to everyone.
5. Once it is completely downloaded, open the app and a screen like this should pop up. You can either click Next in the bottom right corner to go through the slides, or press the Skip button on the bottom left.
6. Next, there will be a page that asks for the Helpdesk URL. Enter ithelpdesk.tweetgarot.com in that section and press next.
7. It may take some time to load, and once it does, log into your account. It will be your normal Tweet/Garot email and the normal email/computer log in password. You should receive a Duo push to verify your log in if you are not on the Tweet Garot wifi; approve the push to be logged in.
8. Once logged in, you can go through the steps that show you around the app. If you want, you could also skip this step, but it might be helpful to be shown where everything is for better ease of use.
9. To navigate the app, you can use the bottom task bar to select which section you want to visit. The first option is for Tickets and will show you any open tickets you have open. You can also reply and view all the details of each ticket by clicking on them.
10. The next option is Solutions. This will be the Help Desk Solution Articles where you can view by category common fixed and how-to's for solving a variety of issues. You can search them for a specific solution or you can view them for reference and learning purposes as well.
11. The option in the middle is for Approvals, which will be where reporting managers/directors will be able to approve and deny tickets that have been raised for their approval such as for software or hardware requests.
12. The search bar in the top right can be used to find a specific item much quicker as well. This search bar will be available on all of the pages in the app except for the Settings and Accounts sections. You can choose the category of where you want to search as well.
13. There is also a Settings option that will show your account preferences as well as where you can set the notification settings.
14. Lastly, there Accounts option that will show you what account you are logged in with, similar to the Settings page. In this case, you can Manage accounts and delete one you have or add another account for a different help desk. This will most likely not be used very often, but it is helpful to know where to locate it anyway. You are all set to use the Freshservice app on your mobile device now!
