A practical guide to the Freshdesk mobile SDK

Let's be real: Users expect to get help right inside your app now. Toggling over to their email or opening a browser feels clunky, and if they get stuck, they’re more likely to just give up. In-app support isn’t a bonus feature anymore; it’s a core part of keeping users happy and engaged.

This is where tools like the Freshdesk mobile SDK come into play. It’s a powerful and reliable way to embed support features directly into iOS and Android apps, backed by a mature platform that thousands of companies trust.

But just opening up a new way for users to contact you is only the first step toward excellence. In this guide, we’ll walk through what the Freshdesk mobile SDK actually is, cover its main features, and discuss how to get the most out of it. Most importantly, we'll get into how you can add a layer of AI to turn a simple chat window into an automated support engine that works around the clock.

What is the Freshdesk mobile SDK?

The Freshdesk mobile SDK is a robust toolkit that lets developers plug Freshdesk support features directly into a mobile app. The whole point is to give your users a smooth way to get help without ever leaving the experience you’ve built.

It’s part of the larger Freshworks product family and typically uses Freshchat for the actual messaging. You can think of it as a direct line connecting your app to your support team’s dashboard in Freshdesk, which is a mature and highly capable platform.

On a basic level, it lets you do a few key things:

• Offer in-app messaging for real-time chats.
• Give users direct access to your knowledge base and FAQs.
• Automatically identify users so your agents have the context they need to provide excellent service.

Core features of the Freshdesk mobile SDK

So, what can you actually do with the SDK once it’s implemented in your app? Let's dig in.

In-app conversations and messaging

This is a major highlight. Users can start a chat, manage the conversation, and get their problem solved from a clean interface that feels like a natural part of your app. It handles things like images and video attachments, so users can send a quick screenshot of what’s happening, which is way more helpful than trying to describe it in words.

For your team, these conversations appear in the Freshdesk workspace like any other ticket. This keeps everything in one place, so agents can focus on providing great support without juggling multiple tools.

Self-service with integrated FAQs

A smart way to streamline your support team's workflow is to help users find their own answers. The SDK can pull your entire Freshdesk knowledge base into the app, allowing users to browse or search for articles on their own.

You can even get a bit clever with it by using tags to filter which FAQs show up where. For example, if a user is on the checkout screen, you could surface articles related to payments first. It’s a helpful touch that can head off common questions and improve the overall user experience.

User management and context

We've all been there: You contact support and have to repeat your name, email, and order number for the third time. The SDK helps you avoid that by letting you pass user information directly to your agents.

When a chat starts, you can automatically send the user's name, email, and other custom details, like their current subscription plan or what they were doing in the app. The SDK also uses unique IDs to keep a user's conversation history tied to them across different devices, ensuring that the context is always there when your team needs it.

A look at setup and customization

While the experience for the end-user is seamless, the SDK is designed to be a developer-friendly toolkit that provides a lot of flexibility. Here’s a quick overview of what’s involved.

The setup process at a glance

To get started, a developer will grab an App ID and App Key from your Freshdesk admin account, add the SDK to your mobile project (using standard tools like Maven for Android or Cocoapods for iOS), and then initialize it in your app code.

graph TD; A[Get App ID & Key from Freshdesk Admin] --> B{Choose Platform}; B --> C[Android: Add SDK via Maven]; B --> D[iOS: Add SDK via Cocoapods]; C --> E[Initialize SDK in App Code]; D --> E; E --> F[Configure & Customize];

The good news is that it’s incredibly flexible. Freshdesk supports native Android and iOS, plus cross-platform frameworks like React Native and Flutter, so it fits easily into modern development workflows.

Customizing the user experience

The SDK gives you options to change up the themes and colors so the support interface matches your brand's look and feel. It also supports multiple languages, which is essential for companies serving a global audience.

Enabling push notifications

Push notifications help keep the conversation going. If an agent replies after a user has closed the app, notifications ensure the user knows right away. The SDK integrates with standard services like Firebase Cloud Messaging (FCM) for Android or Apple Push Notification Service (APNS) for iOS to keep your communication loops tight.

Strategic considerations for the Freshdesk mobile SDK

Having a professional channel for in-app support is a fantastic foundation. To make it even more effective, many teams look for ways to scale their support as their user base grows.

Scaling your support team

Every conversation that comes through the SDK lands in your queue for a human agent. As your app becomes more successful, your support volume naturally increases. To maintain fast response times, many teams choose to complement their human agents with automation to handle high volumes efficiently.

Integrating broader knowledge sources

The SDK is excellent at displaying articles from your official knowledge base. However, if your team also uses Confluence, Google Docs, or Notion for internal documentation, you might want to look for ways to bring that information to your users too.

To give customers comprehensive answers, you can use AI tools that pull from all your knowledge sources. For example, eesel AI works alongside Freshdesk to find and deliver information from across your entire tech stack.

Exploring automation options

Freshdesk offers its own powerful AI solution called Freddy AI, which is deeply integrated into the Freshworks ecosystem. It's a robust choice for teams that want an all-in-one platform.

Alternatively, some teams prefer a self-serve approach using a tool like eesel AI. You can connect your Freshdesk account and run simulations to see how it can help your specific workflows, providing another flexible option for your support strategy.

Understanding AI and pricing options in 2026

If you want to add automation through Freshdesk, they offer tiered plans that match different team sizes and needs. These "Freddy AI" features are designed to scale with your organization.

Here's a breakdown of the available plans:

Feature	Growth Plan	Pro Plan	Enterprise Plan
Base Price (per agent/mo, billed annually)	$15	$49	$79
Freddy AI Copilot (Agent Assist)	Not Available	$29/agent/month	$29/agent/month
Freddy AI Agent (Full Automation)	Not Available	$100 per 1,000 sessions (after first 500)	$100 per 1,000 sessions (after first 500)
Pro Plan + AI Copilot Bundle	N/A	$78/agent/month	N/A

Note: Prices are based on annual billing as of 2026 and may change.

Freshdesk's tiered pricing and session-based models allow you to choose a plan that fits your current volume. For teams that prefer a different pricing structure, there are complementary tools that offer alternative ways to manage your automation budget.

How to enhance your Freshdesk mobile SDK support with eesel AI

While Freshdesk provides a world-class foundation, you can use eesel AI as a complementary intelligent layer to further enhance your setup. It works within the Freshdesk ecosystem to help you manage specific knowledge needs.

Here’s why it’s a practical choice to consider:

• Fast setup: eesel AI is designed to be easy to implement. You can connect Freshdesk and your other knowledge sources in just a few minutes.
• Comprehensive knowledge access: eesel AI can learn from your past tickets, internal wikis, and Google Docs, providing extra context that can help your team answer more complex queries.
• Risk-free simulation: You can use simulation mode to see exactly how the AI would respond to your customers before you go live, giving you full confidence in the quality of support.
• Predictable pricing: eesel AI offers straightforward plans based on features, making it a simple and predictable option as your business scales.

Final thoughts on the Freshdesk mobile SDK

The Freshdesk mobile SDK is a solid, reliable tool for building a professional in-app support channel. It gives your users a convenient way to reach you and keeps your team organized within an industry-leading platform.

Building the channel is a great first step. To provide the instant, intelligent support that modern users expect, adding a good automation layer is often the logical next move. Whether you choose Freshdesk's native Freddy AI or a complementary tool like eesel AI, you're well on your way to turning your app into a support powerhouse.

Ready to automate your Freshdesk mobile SDK support?

The Freshdesk mobile SDK provides a fantastic channel, and eesel AI can help provide the answers. Connect your helpdesk in minutes and see how many customer inquiries you can effectively automate.

Start your free trial of eesel AI today.

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