The Freshdesk app for Android needs certain permissions from your device for all its features to work as intended. Here’s a detailed explanation of why the app needs the permissions it asks for, and what features depend on the availability of these permissions for their functioning. If you still have questions, you can reach out to

Device and app history

When you reach out to Freshdesk from the Support menu, we collect logs from the Freshdesk application to help troubleshoot your issues quicker. These logs include your email and helpdesk URL, information about your device, the version of the Android operating system, the app version and the activities you performed in the app just before you submitted the ticket or when a crash occurred. The READ_LOGS permission permits Freshdesk to send logs generated to Freshdesk Support.

Photos, media and files

These permissions allow the Freshdesk app to save ticket attachments to your device’s storage when you download them, and also let the app read from your photos and files when you want to attach something to tickets you create, reply and forward from mobile.


The Freshdesk app uses these permissions to control call volume and use your microphone when you make and receive calls via the phone channel. Besides, these permissions allow the app to record incoming and outgoing calls and store them in your helpdesk account.


WiFi Connection Information

These permissions help the app determine if your device is connected to the internet, so we can fetch tickets, send across your responses and save other changes to your account.


Device ID and call information

These permissions let the Freshdesk app know if you’re already on a call with someone. Based on this, the app can decide if your Freshdesk call needs to be put on hold. Besides, Freshdesk uses a Twilio service that runs in the background to alert you about incoming phone calls. In order to kickstart the service after your device boots, the app receives a broadcast from the operating system as soon as it restarts. The third permission listed above ensures calls come through to the device even if it is locked.