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I am trying to report an incident via the FreshService iPhone app on iOS, but the field appears to be read only. It happens when you click on To-Do, then click on the + button, click on report and incident and then try to fill in the description.

I am a customer of Fresh and I duly logged an incident. See #12837999.

Fresh have advised me this is not considered to be a bug, but a feature. When I objected, here is there response:
 

We agree that this is a fair ask and there a few customer asking for this feature too. As mentioned earlier,  But implementing this depends on various other factors that plays a major role in the process of building a feature. 

 

1)Actual demand for the features from our customers.
2)Technical feasibility of building the feature.
3)Alignment with the current road map for the product.

Hello ​@Chris Sherlock could you provide any additional information? I was able to successfully create an incident with a description that I typed out following your steps above while using the Freshservice Mobile app for iOS version 9.2.1.

So they look like they fixed it, but they didn’t know it. Completely typical for Fresh Service. Their support is absolutely awful. 

Hey ​@Chris Sherlock, glad it is working for you. I’m sorry that your experience with the Freshservice support team has not been great. Do you have a Technical Account Manager for your account? The TAMs that we have had have all been fantastic at solving our product issues.

So they look like they fixed it, but they didn’t know it. Completely typical for Fresh Service. Their support is absolutely awful. 

Hey Chris!

So sorry to hear about your experience. I’ve flagged this to our Support team for review and further guidance.

Ping ​@Sarah Rae 

Funny you ask ​@Kamakshi V - I’ve repeatedly asked for a conversation, but radio silence. Not looking good really. 

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