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 a company phone, go to the Company Portal.
2. Select the option to View all apps and scroll to find Freshservice.
3. Scroll to find Freshservice and install it.
4. If you have a personal device that is reimbursed, you can get the app by opening the App Store (or Google Play store if Android). Then using the magnifying glass to search for Freshservice, which you can then Install or press GET.
5. Once it is completely downloaded, open the app.
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 should see the home page with a breakdown similar to the web version of the IT Portal. If you scroll down, you can also see all your Open Tickets at the bottom. Note: Your screen may look different depending if you are in Dark Mode or when there has been an update to the graphics.
9. To navigate the app, you can select whichever button would fit your needs on that home page. The first option is for Report issue which is for any new Tickets and will also show you any open tickets you have open. You can also reply and view all the details of each ticket by clicking into each of them.
10. The next option is Request Service. This will be for any New Requests you would like to make. Clicking in here will show you All Items we have available, and by clicking the dropdown at the top of the screen, you can go into specific folders we have or use the search bar for easier navigation.
11. The next option is the Approvals which will be used by any managers that have employees who request an item that requires approval. Once you have one approval in this section, you will be able to see Historic Approvals as well to look back at how many you approved or denied.
12. The last 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 go into the folder that matches what you are wanting to find for reference or learning purposes as well.
13. The search bar at the top on the home screen can be used to find a specific item much quicker as well. You can choose the category of where you want to search as well at the bottom.
