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Hey everyone,

I’m running into a strange issue with the Freshdesk mobile app (iOS & Android). We use several custom ticket fields to track priority and internal categories. These show up perfectly on the web version, but on the mobile app, they either don’t appear at all or show outdated values even after refreshing.

Things I’ve tried:

  • Reinstalling the app

  • Clearing app cache

  • Forcing a sync by pulling to refresh

  • Checking if field visibility is restricted (it’s not)

Our agents in the field rely heavily on the mobile app, and this inconsistency is making things difficult. Has anyone faced something similar? Any idea if this is a known limitation or a bug?

Thanks in advance!

Hi.

Kinda odd. Sounds like a bug.

I may suggest you to submit a support case instead.

 

Regards,

I am also encountering the exact same issue!

Thanks for the quick response!

Yeah, it does seem like a bug, especially since everything works fine on the web version. I’ll go ahead and submit a support case as you suggested—just wanted to check with the community first in case others had found a workaround.

Appreciate your help!

I’ve run into something similar before. The Freshdesk mobile app doesn’t always sync custom fields in real time—it seems to lag behind the web app. A couple of things that helped me were making sure the fields were marked as mandatory/visible for agents in the ticket form settings and then forcing a full logout/login instead of just refreshing. If that doesn’t solve it, it’s likely a known limitation on mobile, so raising a ticket with Freshworks support is the best move—they can confirm if it’s a bug or something pending in an update.

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