Viewing tickets, customers and kbase articles from the android app :

Last updated: 2023-04-05

Source: https://support.freshdesk.com/support/solutions/articles/193241-the-hamburger-menu-and-navigation-toolbar

The Hamburger Menu and Navigation Toolbar

The Hamburger Menu

The hamburger menu displays the default and personal ticket list views in your helpdesk. To navigate between different ticket views, click on the hamburger icon on the top left corner. You can also search for the desired view, using the search bar that appears on clicking the hamburger icon.

Creating a New Ticket/New Email

The '+' icon on the bottom right corner will let you create a new ticket or send a new email.

To create a new ticket, click on the ' +' icon and then press the ' New Ticket' option:

Search for the customer's (requester) name on whose behalf you are creating the ticket in your helpdesk.

To add a new requester, just add the email address of the requester in the requester field.

Fill out the subject and description, set the priority and status, assign the ticket to a group, agent and type. You can also attach files to your ticket by clicking on the attachment icon that appears below the description field.

After you fill out the necessary details, click on the Create Ticket button to create the ticket.

To send out a new email, click on the ' +' icon and then press the ' New Email' option:

Enter the email address of the customer in the ' To' field.

To send the email to a new contact, just add the email address in the 'To' field.

Fill out the subject and description, change priority and status if required, assign the ticket to a group, agent and type. You can also attach files to your email by clicking on the attachment icon that appears below the description field.

After you fill out the necessary details, click on the ' Send Email' button to send the email.

Navigation Toolbar

Back in the ticket view page, clicking on the ' Tickets' icon in the navigation toolbar that appears at the bottom will open the last loaded ticket view.

The ' Customers' icon opens the list of contacts in your helpdesk. Clicking on the hamburger menu inside the contacts page will let you choose between different types of contacts.

The ' Search' icon on the navigation toolbar opens a search window where you can perform a search and lookup for specific tickets, customers or solutions.

The ' Notifications' icon displays the list of notifications in your helpdesk.

Clicking on the ' More' icon lets you adjust ticket notifications, write a review, seek help or learn about the app.

The ticket notifications section lets you decide the type of notifications you receive in your helpdesk. Feel free to write us a review or ask for help when you run into issues.

The About section lets you view privacy policy and the terms of use.

You can also ' Sign out' from the mobile app in this section.