Unlike other online help desks solutions, with the FreshMobile app, Freshdesk allows support agents to create, save and reuse templates for replying to tickets on the go. Since typing on a mobile device can be clumsy and difficult; these reusable “canned responses” come as a great help. FreshMobile also brings “Solution Suggest” capability in Freshdesk to the mobile phones. With this capability, Freshdesk suggests the most likely solutions from the knowledge base, corresponding to each ticket.
We have earlier debated on whether products should take HTML5 route or build Native Apps (read: HTML5 Vs. Native App Debate – Here Is What You Need To Know) and an important point to keep in mind regarding HTML5 app is that they are difficult to market and mostly (free) ride on the traffic of the main property, i.e. the website.
Freshdesk recently announced the launch of Future Fund to provide $10mn in online helpdesk support to 501 startups worldwide. The company raised $5mn from Tiger Global Management and Accel Partners in the month of Apil 2012.