Freshdesk launches mobile software development kit for iOS developers

SaaS-based customer support platform Freshdesk has launched a free mobile software development kit (SDK) for iOS developers, which it claims, will help identify and solve issues related to customer support within mobile apps.

Set up in 2010 by Girish Mathrubootham and Shan Krishnasamy, the Chennai-based startup said that the new kit called MobiHelp would enable developers to integrate the Freshdesk help desk into their apps with just a single line of code in order to identify critical issue areas and complete the conversation loop with their users.

"If a customer faces any issue with a mobile app, he/she has no platform within the app to write and send feedback to the developer," Freshdesk CEO Girish Mathrubootham told Techcircle.in. "With the help of MobiHelp, which is integrated with the app, a customer can send feedback and the developer can take steps accordingly."

According to Mathrubootham, MobiHelp converts each user feedback into a support ticket where a developer can mark the status and manage its progress. Moreover, it automatically pulls in a user's app and device ID, so that developers get all details about the user's environment.

Freshdesk secured a Series B funding of $5 million from Tiger Global and Accel Partners in April this year. In December 2011, it had raised $1 million in Series A from Accel Partners.

The company is currently offering a freemium model for MobiHelp, where the first customer support agent from any company can sign up for free. "If it is a company with only a single support agent, MobiHelp will be always free. But in case a firm uses it for more than one agent, we will charge a fee that starts from $9 per agent per month," said Mathrubootham.

The new app is also easy to use – developer can download the MobiHelp SDK, integrate it with their apps and start supporting customers.

"Freshdesk's MobiHelp constantly monitors for crashes and sends automatic crash reports directly to the developer. These crash reports are aggregated, along with the customer support tickets generated with the app," the Freshdesk CEO explained.

In addition to in-app support, developers can also leverage Freshdesk to support users through traditional channels like e-mail and websites or even the social media. For major issues, users can even submit support tickets directly to customer service agents and can also give feedback, share suggestions and report issues to developers through the integrated chat box in MobiHelp.

For more details on Freshdesk and what it offers, please click here.

(Edited by Sanghamitra Mandal)