Has anyone come across a way to identify the number of tickets that are being logged via the Freshservice mobile app?
There’s not a specific Source category built in for it that I am aware of, so I assume they show as ‘Portal’, would be handy to know if people are actually using it after we pushed it out!
The mobile app can only be used by Agents and not Requestors
Yes, you're right—Freshservice doesn’t currently categorize tickets by the mobile app as a specific source. By default, they appear under the ‘Portal’ category, which makes it hard to distinguish mobile app usage directly.
One workaround is to add a custom field or a tag that agents can apply to tickets created through the mobile app, though it would require them to recognize and label these tickets manually. Another option could be to check with Freshservice support to see if they can provide any backend reporting or if there’s a way to use the API to get more detailed data on ticket sources.
It would definitely be a useful feature to have a dedicated category for mobile app submissions!
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