Freshdesk Contact Center Release Notes - November 2022

New Features and Enhancements Bug fixes New Features and Enhancements Holiday flow enhancementsA warning will now be displayed when no action type is selected while setting up the holiday flow. Bug fixes These were the bugs detected, and they’ve now been fixed. Few calls were dropped due to Twilio token authentication issues. Agent availability was not displayed on the Availability dashboard even though the agents were active on the phone channel. An error was thrown when supervisors tried to join a call to monitor it. The contact name was not shown in the lifecycle events and call metrics tab for parallel calls. A few calls got disconnected as soon as they were assigned, and the agent picked up the call. Call metrics did not reflect the agent’s name to whom the call was transferred. End users were put on hold when an agent was added in conference to an ongoing parallel call. Agents could not find contacts from Freshdesk during call transfer. Calls were not ringing to agents even though they were online. Customers could not create tickets on Freshdesk when the call tag length was greater than 32 characters. Call duration was displayed as 0 for the parent call in warm transfer. ‘Offline’ status was not displayed for a few customers. Customers on the Free plan were unable to whitelist countries. The checkboxes to select users for a Team were de-selected automatically when customers moved to the next page. The call duration was displayed as 0 when the cold transfer failed. Hold functionality did not work as expected while switching between parallel calls. Multiple agent names were displayed in the call information tooltip even after they dropped off a parallel call. Cheers!

Related products:Freshdesk Contact Center

Freshchat Release Notes - November 2022

New Features and Enhancements Bug fixesNew Features and Enhancements Freshchat Response SLA will be available for accounts in all regions from 9th Dec, 2022All other features are available for all existing customers and new sign-ups.Access support emails from your chat inbox in FreshchatTo deliver on our promise of ‘any channel-one inbox’, we now support emails in the chat inbox. Set up your support mailbox, bring emails to the Freshchat inbox, and have your agents stay on top of customer questions, irrespective of the channel.More details here. Freshchat Response SLA Set SLA targets for the first response and every response in Freshchat. You can also set up different response SLAs for multiple scenarios.More details here.  Bot Deflection Report in FreshchatMeasure the number of incoming conversations your bots deflect and optimize their overall effectiveness.More details here. Bug fixes These were the bugs detected, and they’ve now been fixed. The reply text was displayed without spaces when agents tried to add a message next to canned response placeholder in WhatsApp chat. Custom contact fields did not sync from Freshdesk for customers using Freshdesk Omnichannel. Read conversations changed to unread when agents refreshed the Inbox page. Groups created on Freshdesk Omnichannel did not sync with Freshchat. Users names were displayed on certain pages eventhough they were not logged in. Customers were unable to add hyperlinks to custom user properties. For customers using Freshdesk Omnichannel, few agents did not receive the chats assigned to them through Omniroute. Chats were not auto-assigned to agents even though they were active on IntelliAssign. FAQ suggestions were not displayed as expected over Facebook Messenger. Custom widgets did not work as expected for customers on Freshchat CRM.  For Freshdesk integrated accounts, fields marked as ‘Do not show’ were displayed on Freshchat. Agents and users with custom roles were unable to edit a contact in Freshchat. There were issues in how the first response time was calculated. There were issues with the number of campaign emails transferred when the customer moved from the monthly plan to the annual plan. Few customers faced an issue where the end users received a response from unpublished bots. Customers were unable to access the links on their website when the chat widget was loaded in full-screen mode. Name, email ID, and phone number of end users were not captured in custom bot flow. Each subsequent conversation from the end user was created as a new conversation for customers. Few records were missing in bot export reports. Few records were duplicated in scheduled export reports. Mapped intent name was not displayed when a bot flow name was renamed with spaces at the end. Carousel description text was displayed as HTML tags in the bot. When using the chat widget on mobile view, customers had to hit the Back button multiple times to go back to the previous screen. Cheers!

Related products:Freshchat

Freshdesk and Freshdesk Omnichannel Release Notes - November 2022

​​​​​​​New Features and Enhancements Bug fixes​​​​​​​New Features and Enhancements Freshdesk-Microsoft Teams integrationBring your internal and support teams together. Manage support tasks directly on Microsoft Teams and take quick action on ticket updates, assignments, and customer replies.More details here. Custom metrics in Freshdesk AnalyticsCreate your own formulas that are unique to your business needs using any arithmetic operators on top of existing metrics.More details here. Freshdesk Canned Response is getting a makeoverCanned response is getting refreshed! You have an enhanced interface to download the canned responses and get a collated view of all the responses, audit, and make quick decisions to improve them.More details here. Reaching out to Freshdesk support just got easier!Chat with our support from any page within Freshdesk. By clicking on the ‘Help’ icon, you can also access our product updates, Help Center, Refresh Community, and more. Report sharing for Groups in Freshdesk AnalyticsAgents and admins managing the reports can share them with Agent Groups with multiple access levels.More details here. Manage ticket list view with advanced date filters in FreshdeskAgents will have the option to filter and view tickets based on date fields like Resolved date andClosed date.More details here. Avoid missing tickets with an enhanced ticket list viewAgents can now choose between 30, 50, and 100 tickets per page on the tickets list view page. Avoid missing tickets and have a holistic view of all your tickets on one page with this update. More details here. Bug fixes These were the bugs detected, and they’ve now been fixed. For contacts associated with multiple companies, the ‘Company’ field was not displayed in the New Ticket form. Customers using custom objects and who were logged in were unable to create a ticket with a lookup field. In the ticket list view page, customers were unable to set the value ‘any time’ under the ‘Closed at’ and ‘Resolved at’ filters. ‘View all tickets’ access got reverted automatically when customers tried to save it. The language in the new ticket submission page was automatically set to Arabic. Ticket export reports were delivered to customers with a 5-hour delay. The ‘Most Popular article’ section in the customer portal displayed an article that was marked to be visible in another portal. A few customers were unable to view tickets when they applied the filter ‘Agents or Internal Agents’ with the value ‘Me.’ Customers were unable to view tickets in the chosen secondary language. Customers on trial who switched from the Free to the Enterprise plan were unable to view the ‘Today’s Trends’ widget in the Dashboard. Customers were unable to view the custom apps installed on the top navigation bar of the Tickets page. While creating a tracker ticket, the content was wiped off when customers accidentally clicked outside the slider. An error was thrown when customers clicked the Back button from the Ticket details page. An error was thrown when customers clicked on ‘View more info’ in the contact details widget on the Ticket details page. Agents were unable to log in when the account was migrated to a new org. The tickets page didn’t load when customers clicked the Back button from the Kanban board app. End users were unable to sign up for an account from the Freshdesk customer portal. Customers were unable to create a contact immediately after deleting it. End users on the Firefox browser were unable to create tickets through the customer portal. Cheers!

Related products:Freshdesk Support Desk

Freshmarketer Release Notes— November 2022

New Features and EnhancementsRevenue Attribution Reports for Shopify accounts: D2C customers can track the revenue generated from individual Email and WhatsApp campaigns in Freshmarketer. With the new update, every campaign has a new widget for revenue and orders under Analytics. Businesses can also access the journey report to view revenue contributions from every channel and order details.How does this work?When your customers click on any link in your Email/WhatsApp campaigns and place an order within seven days, the revenue from that order will be attributed to the respective campaign. New contact fields like ‘Most recent campaign,’ ‘Most recent source,’ and ‘Most recent medium’ will be updated with the latest campaign details the user has clicked on. Learn more about attribution reports here →Email in inboxSupport emails are now available in the chat inbox. Businesses can now let customers choose their favorite apps to reach out for support. Agents can handle all of these conversations - even emails, within the Team Inbox.Admins can configure and maintain all the channels in one central place or configure multiple support inbox addresses per business needs. And agents can now access all customer conversations across channels in the same place and resolve them in real time.Learn more here → Bug FixesSocial Media Buttons: A few users reported that the Create Campaign button was visible even when the Facebook pages were disconnected. This issue is now fixed.Plan Usage Metrics: Some users reported that the Plan Usage Metrics button was unavailable on some Segment and Journey pages. This issue has been fixed.Domain Verification: A few users reported that they could not send the DNS records via email when more than six email addresses were added. This issue is now fixed.

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Freshservice Release Notes - Nov 2022

Important update: We have updated the release timelines of “Sandbox New Enhancements" on 28th Nov 2022. This enhancement will be available by 04th Jan’23 instead of 30th Nov’22.Note: All the features/enhancements below will be available on Starter and Growth plans on Nov 15th. For Pro and Enterprise plans will be available on Nov 30th.Product version: 2022.R11L.01New Features and Enhancements Create portals the no-code way Ticket Field Archival  Service Request Approval Enhancement Unique Reports/Widgets Links in Analytics Multiple Schedules support reports/widgets Enhanced login accessibility and authentication for multiple portals Changes in Admin Configurations  Improved Translations  Sandbox New Enhancements Discover VMware Images Enriched SNMP OID Library Accessing public projects in project analytics Asset EOL field from Mobile App Important updates Deprecation of password-based authentication for API v2 Removal of Deprecated Attributes from User Management APIs Strengthening TLS 1.2 Cipher Suites Deprecation of Amazon Web Services Marketplace App Follow-up to our “Get ready to get upgraded” communication sent in May 2022 Bug Fixes New Features and Enhancements Create portals the no-code wayCategory: IT Service ManagementWith Freshservice’s no-code portal builder, skip bulky code management and developer effort to create branded, accessible, and localized portals the no-code way. The graphical user interface is easy to use and build customized portals quickly with no prior technical expertise needed. Note: This will be available only for new accounts who sign up after November 15th. We will communicate how existing customers can try the new portal shortly. More details here. Ticket Field Archival Category: IT Service ManagementAdmins can now decommission a Ticket custom field without losing any data. Once a field is archived, the field will be unavailable for the agents/requesters to fill in. The historical data against that field will continue to be available in Analytics for reporting purposes.More details here. Service Request Approval EnhancementCategory: IT Service ManagementBelow are the latest service request approval enhancements: Requesters can now edit service request Items post rejection New approver section in the support portal Business rules support in the portal for Service Items and Approval statuses Approval email notification for requesters More details here.  Unique Reports/Widgets Links in AnalyticsCategory: IT Service ManagementAgents can generate unique links for each report/widget and share them with their teams. Agents can share individual reports with their managers/supervisors or any other agents within Freshservice who have access to Analytics. This enhancement allows agents to get a unique URL for each report (curated or custom) and simply share the link with their peers to analyze reports and make decisions quickly. Multiple Schedules support reports/widgetsCategory: IT Service Management Agents can now create multiple schedules, set with different time frequencies & set to be sent to different recipients for the same report. Additionally, agents can also create multiple widget schedules in various formats like PDF, CSV, or both as required.    Note: This enhancement will be available for all customers from Nov 15th, 2022. Enhanced login accessibility and authentication for multiple portalsCategory: IT Service Management With multi-portal authentication, when a user accesses a portal which has a different authentication policy configured than the one that the user is authorized to, a login page with the authentication setup configured for that portal will be displayed, rather than the access denied page. Users can thus switch seamlessly between portals with different authentication policies as they do not have to log out and login again. Changes in Admin Configurations Category: IT Service ManagementWith the newly revamped admin page, admins can easily navigate through the configurations with outcome-based reorganization and suitable name changes.More details here. Improved Translations Category: IT Service ManagementWe have enhanced translations for the following languages: Chinese Traditional Polish Czech Welsh Italian Japanese  Sandbox New EnhancementsCategory: IT Service ManagementTo improve the stability and overall Sandbox experience, the following changes will come into effect for Sandbox accounts created from Nov 30th: Real-time change lists -  The change list (change difference in sandbox and production) is calculated in real-time. For e.g: If a workflow’s state is modified in the sandbox, it will be compared with the live status of the corresponding workflow in production, as opposed to the state of the workflow at the time when the sandbox was created.   Confirm Changes option - As the change list captures the real-time difference between sandbox and production, there is no need for an intermediate stage called conflicts. Hence, the resolve conflicts option will no longer be a part of the sandbox lifecycle.With the help of real-time change lists, you can choose to advance the changes from the sandbox or keep the production version as the sync source with the help of the "Confirm changes" option. Bulk-select option for sync source - Users can now bulk-select the option to choose the sync source (production or sandbox) for the individual changes in the change list.  More details here.Important update: We have updated the release timelines of “Sandbox New Enhancements" on 28th Nov 2022. This enhancement will be available by 04th Jan’23 instead of 30th Nov’22. Discover VMware ImagesCategory: IT Asset ManagementAdmins can now discover and manage their VMware images under the new asset type Cloud -> Image -> VMware VCenter Image.  More details here. Enriched SNMP OID LibraryCategory: IT Asset ManagementUsers can now expect better and more accurate SNMP device discovery, as we have significantly increased the number of OIDs in our repository for device discovery.   Accessing public projects in project analyticsCategory: Project ManagementUsers who can view only member public projects in project analytics will now be able to view all public projects. Asset EOL field from Mobile AppCategory: Mobile AppAsset Managers can now specify the value of the Asset End-of-life (EOL) field for all assets via the mobile app.Note: This enhancement will be available from Nov 30th, 2022. Important updates Notices for new upgrades/migration activities Deprecation of password-based authentication for API v2 To provide enhanced data security, we are deprecating the username and password-based authentication for Freshservice APIs in favor of API key-based authentication by May 31st, 2023.The following features where you may be using Freshservice APIs will be impacted due to this deprecation: Workflow automator ( Web request nodes and “Trigger Webhook” action nodes) Custom apps Portal customization Any custom services or middleware developed using Freshservice APIs After the deprecation date of May 31, 2023, all API requests using password-based authentication will fail. Who will get impacted?If you have used APIs with password-based authentication in any of the following locations,you will be impacted by this change: To configure your workflows (Web Requests and Trigger webhook actions) To customize your portal To interact with your Freshservice account from any of your custom applications What do you need to do?Replace the username/password based authentication for all API requests with API Key based authentication.For more information, refer to this solution article. Removal of Deprecated Attributes from User Management APIs To reduce redundancy in APIs  after the enhancements to Freshservice’s user management module, we will remove all deprecated attributes from the Agent and Agent Group APIs by May 31st, 2023. We will deprecate the attributes listed below from the Agents object in both API requests and responses: ticket_scope problem_scope change_scope release_scope group_ids  role_ids We will deprecate the attributes below from the Agent Groups object in both API requests and responses. agent_ids After the deprecation date, API requests that use these attributes will not be accepted. Also, these attributes will not be included in any of the API responses.Who will get impacted?If you have used APIs with any of the attributes above in any of the following actions, you may be impacted by this deprecation: To configure your workflows (Web Requests and Trigger webhook actions) To customize your portal To interact with Freshservice instance from any of your custom applications What do you need to do?Please reconfigure your workflows where these attributes are referenced to prevent possible disruption in functionality.For more information, refer to this solution article. Strengthening TLS 1.2 Cipher Suites We are updating our security controls to ensure information systems and customer data used as part of our offerings are protected.We will be changing our transport layer security controls to allow only TLS 1.2 Strong cipher suites from May 31st, 2023. This update will help in strengthening our security systems and ensure safer network connections with the server.What do you need to do?Please ensure that you use a modern, updated web browser and mobile OS to access Freshservice.More details on compatible versions can be found here.If you’ve built custom integrations with Freshservice, please ensure your API Clients are compatible with the TLS 1.2 Strong cipher suites.More information on how to test your api client compatibility can be found here. Deprecation of Amazon Web Services Marketplace App To empower our power users of AWS cloud with more advanced cloud discovery and management solutions, we will be upgrading you to the AWS Cloud discovery application. As a part of this new upgrade, we will deprecate the Amazon Web Services ( Native AWS app) application from our marketplace on May 31st, 2023.Who will get impacted?If you are using the Amazon Web services application to discover cloud resources in AWS, you will be impacted by this migration.What do you need to do?Please uninstall Amazon Web Services application and switch over to the new AWS Cloud Discovery application by May 31st, 2023 to leverage deeper discovery and automation use cases.For more information, refer to this solution article.Refer to this solution for additional information about the upcoming upgrades and deprecations. Follow-up to our “Get ready to get upgraded” communication sent in May 2022Ensure that you’re prepared for the following changes which will be effected on your Freshservice account in November 2022: Reports Module Deprecation & Upgrade to Analytics Module: If your account was created before 13th March, 2020, we’ve upgraded your legacy Reports module with the more powerful and robust Analytics module. All your older reports have already been migrated to Analytics. The legacy Reports module will be unavailable from November 2022 onwards. More information here. Deprecation of Password-Based Authentication for Google and Microsoft Mailbox Connectors: Google and Microsoft have deprecated support for password-based authentication for connecting their mailboxes to Freshservice. If you’re still using password-based authentication, switch to OAuth-based authentication to fix issues and prevent disruptions. More details here. MSP Mode - Department and Requester Field Name Changes in Analytics: If your account has the MSP mode enabled, we will be renaming the ‘Department’ and ‘Requester’ fields in Analytics to ‘Company’ and ‘Contacts’ fields in November 2022. This is being done to ensure consistency with the rest of Freshservice. You will be impacted if you have any third party BI integrations built using data exports or schedules with ‘Department’ or ‘Requester’ fields. More information here.    [Postponed] Deprecation of Freshservice API V1: We have postponed the API V1 deprecation date from November 2022 to May 2023. Ensure that you transition over to API V2 in your workflow automators, portal customizations, and custom applications before May 2023 to avoid disruptions.Refer to this solution for additional information about these upgrades and deprecations. Bug Fixes These were the product defects detected, and they’ve now been fixed. If an agent was deactivated, schedules created by the agent in Analytics were not deleted. Rather, blank schedules were sent. Users with the "Administer all projects" privilege were not able to access private projects if they had not been added as members. In project tasks users were unable to attach files in the text area. Users were unable to import projects with custom fields via JIRA import.  The timer was showing in red for an SLA paused state. In forms, some fields were rendered twice. All the long conversations were truncated with an option to view more on demand. The checkbox custom field used as a placeholder in the Service request subject was throwing an error. Forwarded content from a note/reply was not sent with the email notification Closing a service request was validating the mandatory field check for a Description field.

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Freshchat Release Notes - Oct 2022

New Features and Enhancements Bug fixes New Features and EnhancementsIndustry-based bot templatesGet started with bots faster, and save time spent on building bots from scratch. Use readymade bot templates to go live quickly. A host of new templates are now available for you to choose from!More details here.Freshchat Response SLA (Early Access Program)Set SLA targets for the first response and every response in Freshchat. You can also set up different response SLAs for multiple scenarios.More details here. Bug fixesThese were the bugs detected, and they’ve now been fixed. When chats were converted to tickets, customers could not create multiple tickets, as multiple conversation IDs were associated with one ticket. Multiple items were highlighted when customers tried to select an option from the multi-select dropdown. The text area was misaligned in Firefox when the end user selected multiple dropdown choices. Buttons were displaced when customers tried to resolve chats and append the ticket to an existing ticket. Customers could not reply to Facebook messages even though the conversations were within the standard messaging window. There was an issue with the number of chats displayed on the Inbox page. WhatsApp messages were displayed without a space when an agent added a message next to a canned response. Custom contact fields added in Freshdesk did not reflect in Freshchat for Omnichannel accounts. Conversations were displayed unread in the conversations view list even after the agent read the message. Omnichannel agent groups did not sync properly with Freshchat. Custom properties like hyperlinking did not work as expected after the new UI update. Agents were unable to edit contacts in Freshchat. The Carousel section description section was not scrollable. The chat history position got reset while scrolling for customers using the bot widget mobile browser. FAQs were not visible on specific pages even though customers had added the FAQ tag. Non-business hours automatic message was triggered during business hours for some customers. FAQs were not displayed on the agent Inbox page when customers configured them using Freshdesk SDK. Unassigned chats were displayed when customers filtered conversations using groups. The feedback comment was not displayed in WhatsApp bot flows.

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Freshdesk and Freshdesk Omnichannel Release Notes - October 2022

New Features and Enhancements Bug fixesNew Features and Enhancements Freshdesk Telephony Partner Extension with Genesys and Amazon ConnectFreshdesk Telephony Partner Extension just got two new telephony partners. Connect Freshdesk with your Genesys or Amazon Connect account to extend your omnichannel capabilities!More details here.   Multiple ticket forms enhancementsYou can now publish multiple forms on the help widget. With this update, you can choose the right form on the widget based on your issue.More details here.  Freshdesk Custom Objects enhancementsCustom Object support for native objects is now extended to Companies. Moreover, customers can set up automation rules for Custom Objects, raise tickets associated with a record, and agents can view/update records associated with that ticket.More details here. Bug fixesThese were the bugs detected, and they’ve now been fixed.The Spanish translation was incorrect for Watcher Email Notification. The ticket forms were not updated on the customer portal based on the selection for a few customers. Customers were unable to preview customizations made to their portal. Customers in one region could not add their account to the Freshworks domain in another region. Tickets were not fetched when customers tried to apply ticket filters in the List view. There were issues with the filter company API.

Related products:Freshdesk Support Desk

Freshmarketer Release Notes— October 2022

New Features and Enhancements Social Media Campaigns: We’ve released Social Media Campaigns for Freshmarketer. Businesses can plan and publish content for different social media platforms like Facebook and Instagram, generate brand awareness, and build a strong following.  With the latest feature, you can now: Design and manage social media posts Publish on Facebook and Instagram Shorten and track URLs Identify page visits from social media Measure performance with Analytics Learn all about creating your first social media post with Freshmarketer hereContact Scoring: With the latest update, businesses can now prioritize the right leads by assigning them a score based on contact & account properties, and their engagement.As part of the update, we have introduced product events that can be brought into Freshmarketer using Segment integration or website tracking code. Businesses can now track product usage and set up scoring signals based on the occurrence of product events.Learn more about setting up Contact Scoring for your leads here Email Campaigns Performance Upgrade: With the latest enhancement, users can experience smoother performance without the system slowing down while sending campaigns to a large number of recipients. Bug Fixes Abandoned cart sync: A few users reported that they were unable to find a few details for new contacts who have abandoned their Shopify carts. This issue is now fixed Time Delay Block in Journeys: Some users reported an issue with the Time Delay Block in Journeys, which failed to render when more than one block was configured. This has been fixed. Segments: A few users reported that they were unable to select Facebook Lead Forms while creating a Segment. This issue is now fixed.

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Freshteam Release Notes 2022

Introducing Candidate CRM for sourcing and nurturing candidates Our new & useful integrations line up Freshteam integrates with Slack  Freshteam integrates with VerifiedFirst Freshteam integrates with Jibble 2 Freshteam integrates with 15Five Onboarding module, now plays a more prominent role Onboarding Specialist Role New Hire Form Time-off management for immediate approvals & reliable records Debut of the Pre-payroll capability New & configurable home screen dashboard for better team insights Launching our powerful HR reports & analytics Brand new home screen & other enhancements to Freshteam Mobile App (iOS & Andriod)Introducing Candidate CRM for sourcing and nurturing candidatesCategory: RecruitmentWhatWith our all-new Candidate CRM, you can now start using the ATS for passive candidate sourcing and nurturing. Why it mattersIt helps you elevate your game with a powerful chrome plugin to capture details of passive candidates, a robust ‘outbound leads’ dashboard view to track and follow up with passive candidates, and UI enhancements to make the hiring pipeline for each job, more seamless and intuitive.Highlights Introducing new "Leads" stage to capture passive candidates Renamed the existing "Sourcing" stage to "Applicants" Updated default hiring stages and substages Introducing new filter 'last contacted' Bulk transition of candidates across stages Email outreach to passive candidates UI/ UX enhancements Learn more about Freshteam’s Candidate CRMOur new & useful integrations line up1. Freshteam integrates with Slack WhatFreshteam now integrates with Slack to break the HR silos. This integration helps teams complete approvals on time & leave no resume unturned.Why it mattersHR teams can ensure timely internal collaboration with proactive Slack reminders. Critical notifications are more accessible to recruiters now, enabling them to communicate with candidates in real-time. They can further submit interview feedback directly from Slack.Highlights Instantly receive notifications related to interviews getting scheduled or canceled Get notified whenever your team members are applying for time off One-click approval to avoid any possible delays for time off requests Interviewers can submit feedback instantly after the interview through Slack reminders Learn more about  Integrating your Freshteam account with Slack Tracking interviews & submitting feedback with Slack Applying time-off using Slack 2. Freshteam integrates with VerifiedFirstWhatRecruiters can do complete, fool-proof background verification of both candidates & existing employees with this simple-to-use integration.Why it mattersBackground checks are a no-brainer with this integration now. With the focus on creating a safe environment for employees, a tool like this is becoming important globally.Highlights One-click integration  You can easily order, review, and manage Verified First's background screening solutions Candidate information from Freshworks is passed through to the Verified First app, reducing duplicate data entry The secure integration mitigates risk for compliance errors Learn more aboutFreshteam <> Verified First Integration Video guide on the integration3. Freshteam integrates with Jibble 2WhatJibble 2 is the new standard in employee time tracking.Why it mattersJibble 2 is a free time clock app. Track when your staff are at work for payroll, attendance and projects. These can then be used to generate automated timesheets and powerful reports.Highlights Track when your staff is at work for payroll, attendance, and projects Staff clock in and out using mobile, tablet, web, MS Teams, or Slack, and can use biometric recognition and GPS location. These can then be used to generate automated timesheets and powerful reports Jibble 2 can be used for construction, manufacturing, retail, F&B, remote work, startups, field services, healthcare, agencies, education, office-based companies, and other industries Learn more aboutFreshteam <> Jibble 2 Integration Marketplace Listing4. Freshteam integrates with 15FiveWhatThe 15Five app for Freshteam provides seamless integration between your favorite HRIS and performance management tool.Why it matters15Five is a robust performance solution for HR leaders that’s easy to use for employees. It’s a richly integrated, evidence-based approach to employee engagement and performance management. Highlights Sync employee data (new employee, updated employee, terminated employee) from Freshteam to 15Five in real-time Automatically onboard a new employee onto 15Five when they’re onboarded onto Freshteam Show employees their 15Five Objectives, Pulse Ratings, Reviews, and High Fives within their employee detail page in Freshteam Learn more aboutFreshteam <> 15Five Integration Marketplace listingOUR INTEGRATIONS CATALOGWe have several integrations that cover the breadth of all use cases that an HR team needs to do great work. Right from integrations with global job boards like LinkedIn, Monster & Indeed to background checks, candidate assessments, e-signature, performance management, payroll, calendars, automation & much more. To get a complete picture of what we offer as integrations, please check our Integrations Catalog.Onboarding module, now plays a more prominent roleCategory: Employee ModuleOnboarding Specialist RoleWhatGives a smooth new hire experience by assigning an Onboarding Specialist.Streamline your new hire onboarding process with Freshteam’s newly introduced user role called “Onboarding specialist”. Why it mattersHR teams can now create a dedicated 'Onboarding specialist’ role and provide them with necessary access to employee data. Any sensitive employee information such as compensation, time off, etc. is off-limits to onboarding specialists.Highlights Carry out tasks such as managing and sending the welcome kit Configuring the new hire form Initiate the onboarding checklist Validate new hire details Can’t access sensitive employee information including time-off, compensation, and team workflows of any employee Learn more about the new Onboarding Specialist RoleNew Hire FormWhatEffortless onboarding is possible now with our extensive 'New Hire Form' to gather all important information from candidates during onboarding. This is possible given the information filled in the New Hire Form would automatically get populated into corresponding fields of the Employee Record once they join these candidates become employees.Why it mattersThis is possible given the information filled in the New Hire Form would automatically get populated into corresponding fields of the Employee Record once they join these candidates become employees.Highlights Empower your onboarding coordinators to capture relevant personal and professional information of candidates Easily configure the form fields as per your company guidelines See a live preview of the form and roll it out to new hires Locking the Payroll data Collect the key data and documents required for onboarding in one place Learn more about Freshteam’s New Hire FormTime-off management for immediate approvals & reliable recordsCategory: Employee ModuleWhatFreshteam’s extensive time-off management system is as a one-stop platform to manage your company’sleaves and holidays.Why it mattersEnable your employees to track their time off and monitor the balances on their own, without the intervention of your HR team. In Freshteam, you can get key insights into employee time off trends and stay on top of everything related to time off management.Highlights Personalize time off policies and holiday calendars for your team's needs Enable different leave types for your teams to choose from Manage your company's time off balances and accruals in one place Set up one-touch time off application and no-touch approval process Configure custom notifications for time off updates to the team Automate out-of-office emails through a calendar-sync Enable ‘apply time off’ on the go through the web and mobile applications Learn more aboutFreshteam’s time-off management More on benefits of Freshteam’s time-off Debut of the Pre-payroll capabilityCategory: Employee ModuleWhatAn user-friendly process in place to export your Employee Payroll data to be shared with your payroll providerWhy it mattersTurn this complex, time-consuming process into an efficient, automated flow of information directly from Freshteam to the payroll provider.  One single source of truth for Payroll information (no double entry) Minimize errors and risks while dealing with compensation data.  Significant cost-saving advantage on the time an HR Manager will spend.  Highlights Adding the Payroll data to the employee profiles Reviewing the Payroll data preview Making updates to the payroll data in the employee profiles (if required) Locking the Payroll data Generating the final file with the Payroll content.  Learn more about Freshteam’s Pre-payrollNew & configurable home screen dashboard for better team insightsCategory: Employee ModuleWhatOur recently launched new home screen gives a complete glimpse of all HR-related updates and action items in one place. Why it mattersRecruiters can now have a consolidated view of their hiring & onboarding pipelines. They can equip employees to have quick access to upcoming holidays & planned leaves besides being able to apply for time off in a few clicks. It doesn't stop there. Check the highlights to know more.Highlights ‘My priorities’ section shows all your key tasks for today and your pending tasks  Keep track of your upcoming holidays, quickly apply for Time off in a few clicks and check your upcoming applied leaves  Get to know who is on leave and when they are back so you can plan your work much better  Track the status of your referrals to know which stage they are in the hiring process  Get a high-level snapshot of your hiring and onboarding pipelines View your teammates’ birthdays, and work anniversaries, and get to know new hires Learn more aboutFreshteam’s home screen dashboard Video guide to understanding the new home screenLaunching our powerful HR reports & analyticsCategory: Employee ModuleWhatWith the all-new Report Builder experience in Freshworks Analytics and by extension, Freshteam, users can build reports seamlessly with fewer clicks and transitions.Why it mattersThe new UI is frictionless and includes a host of enhancements that will make filtering, navigation, and the overall experience simpler and faster.Highlights Build reports faster within a single pane Slice and dice with ease right from the reports page Collaborate seamlessly by exporting or scheduling a widget Navigate effortlessly between reports and get contextual information You can now create reports in under 5 clicks as compared to the earlier 10+ clicks Learn more aboutFreshteam’s reports & analytics Video guide to understanding Freshteam's reports & analyticsBrand new home screen & other enhancements to Freshteam Mobile App (iOS & Andriod)Category: Mobile AppWhatStay organized, and well-informed with the latest enhancements to Freshteam Mobile App. Why it mattersLet your teams apply for time off on the go, view org charts and employee information, and conduct interviews  - directly from the mobile app. Always be in the know - track important events such as birthdays or anniversaries and build a positive connection with your team. Highlights Hire talent from anywhere and everywhere View the upcoming interviews for the day and any pending tasks on the mobile home screen Join interviews, make notes and submit interview feedback from the mobile app Recruiters & hiring managers can access interview kits from the app View org. charts & update employee information Call & email colleagues right from the app Apply for time off on the go Approve time offs in no time. Swipe right to quickly approve a time off request. Teams can plan their vacations well by accessing upcoming holidays  Reach out to any employee by searching for them on Freshteam Mobile App. Send an email or call them directly from your mobile.  Add name pronunciation capability for your employees’ names on the mobile app & avoid mispronouncing your colleague’s name.  Learn more aboutFreshteam’s mobile app More on Freshteam’s mobile app use cases 

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Your most-awaited Custom Objects enhancements are here!

The functionality of custom objects is extended with a host of new enhancements! You can now Set up automation rules with custom objects Extend the functionality of custom objects to your support portal Start associating your custom objects with Companies  As an admin, you can set up rules to update records automatically, ease the ticket creation process for customers, and associate custom objects with Companies to assist customers better. Reduce the manual workload on your agents, and improve the visibility of custom objects on your support portal to assist with easy ticket creation and updation. Operational benefits:As an admin, here’s how you can leverage these enhancements for your benefit:Reduce the workload on your agents - Perform ticket actions, update custom object records, and more by setting up automation rules with custom objects. When a ticket comes in and is associated with a custom object record, set up conditions to update the record automatically. Ease the ticket creation process - Extend the functionality of custom objects to your support portal in Freshdesk. Enable your customers to raise tickets associated with a record by making custom objects visible on the customer portal. Agents can view/update the records based on the tickets raised.Assist customers proactively - Associate custom objects with the native object ‘Companies’ to easily identify high-priority customers and assist them as early as possible. Support for native objects is now extended to Companies. Important links:Check out the solution articles to understand more!

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Freshservice Release Notes - Oct 2022

Important update: We have updated the release timelines of “Service Health Monitoring in Public Beta” on 31st Oct 2022. This enhancement will be available by Nov 15th instead of Oct 31st.Note: All the features/enhancements below will be available on Starter and Growth plans on Oct 18th. For Pro and Enterprise plans will be available on Oct 31st.Product version: 2022.R10L.01New Features and Enhancements Introducing Redesigned, New Tickets Experience Sharing Tickets and Changes with other Requesters Ticket Custom Field Limit Increase Service Request and Change Approval via Email Service Request Creation Enhancement Support for paragraph fields in Problem, Release and Time Entries Virtual Agent now supports Hybrid responses and Feedback controls on Slack Virtual Agent search no longer supports tag-based search Notify On-Call Agents on WhatsApp Service Health Monitoring in Public Beta Four New OOTB integrations in Alert Management On-Call Management now available in IND data center Probe Email Alerts  SCCM Integration Enhancements Send External Emails using Placeholders in Workflows Important updates Bug Fixes New Features and Enhancements  Introducing Redesigned, New Tickets ExperienceCategory: IT Service ManagementWe have redesigned the tickets experience that gives you faster performance, improved readability, and better accessibility.Ticket: Reply to and forward private notes View the details and description of the ticket in tab format Quickly move to the next activity using the app pane Determine at a glance if a ticket pertains to an incident, a problem, or a change from the icon next to the ticket title Incident Create Form: Experience consistency with the Save, Cancel buttons moved to the bottom Drag and drop attachments and attach multiple files to an incident Service Request: Improved search experience with the revamped search tab Search across categories using the new All Items option More details here. Sharing Tickets and Changes with other RequestersCategory: IT Service ManagementRequesters can now share service requests and tickets with their subordinates. The current CC option only gives them incremental updates but does not give the complete view of the ticket. With this, they can add them as a co-requester of the ticket. If email notifications are enabled, they can also receive notifications based on the ticket status updates. They can also share Changes associated with their Department (if they have access to it) from the Requester portal.More details here.Note: To ensure the option is enabled do check “Allow requesters to share tickets with others” and select “Yes”. Ticket Custom Field Limit IncreaseCategory: IT Service ManagementWe have increased the total number of Ticket fields that can be configured in the form. Here's the split up. Dropdowns including multi-level nested drop-downs: 150 Single line text fields: 150 Date Fields: 25 Paragraph fields: 50 by default (There will be a character limitation of 3000 chars)  Service Request and Change Approval via EmailCategory: IT Service ManagementWith this enhancement change and service request approvers can respond to the requests directly from their inboxes. Freshservice will send an email to approval recipients where they can just reply with certain keywords in order to approve/reject the request.This will remove additional steps for approvers to navigate across multiple screens to login into the product for approval/rejection of the requests.More details here. Service Request Creation EnhancementCategory: IT Service ManagementAgents can now copy the field values while creating service requests for checkbox and dynamic sections from the parent form to additional items.  Support for paragraph fields in Problem, Release and Time EntriesCategory: IT Service ManagementUsers can now view and export paragraph field values of Problems, Releases and Time Entries modules in Analytics. Virtual Agent now supports Hybrid responses and Feedback controls on SlackCategory: IT Service ManagementReduce the number of times your employees resort to ticket creation by giving them more control over Virtual Agent’s responses to their queries. This is now supported on Slack in addition to Microsoft Teams.Note: This was released on September 20th 2022 for all Enterprise accounts. More details here. Virtual Agent search no longer supports tag-based searchCategory: IT Service ManagementThe virtual agent algorithm will use semantic and context-based search going forward. It will rely more on visible content (i.e. document title and description) and less on tags and keywords for powering this new search.Note: This was released on September 15th 2022 for all Enterprise accounts.  Notify On-Call Agents on WhatsAppCategory: IT Operations ManagementOn-call agents can now receive notifications and respond to them over WhatsApp. They will be able to acknowledge, escalate, or resolve incidents from within WhatsApp. This enhancement is especially useful for users who've been unable to use SMS for notifications because of regulatory restrictions.   Service Health Monitoring in Public BetaCategory: IT Operations ManagementUsers can now define and monitor business and technical services by mapping assets and inter-dependencies for a service. By gaining clarity on ‘what’ powers a service, users can figure out ‘how’ to fix that service much more easily.More details here.Important update: We have updated the release timelines of this enhancement on 31st Oct 2022. This will be available by 15th Nov’22 instead of 31st Oct’22. Four New OOTB integrations in Alert ManagementCategory: IT Operations ManagementUsers now have the option of four new out of the box integrations in the Alert Management module, namely:  AppDynamics Logz.io Sumologic Loggly With these additions, the total number of OOTB integrations now stands at 23. In addition to these options, users can continue to employ email as a channel for alerts, as well as create custom integrations via webhooks.More details here. On-Call Management now available in IND data centerCategory: IT Operations ManagementCustomers associated with the India data center will now be able to access the On-Call Management module. They will be able to use modern channels of communication such as WhatsApp and the Freshservice mobile app to acknowledge, escalate, and resolve incidents.    Probe Email Alerts Category: IT Asset ManagementAdmins can now stay updated and resolve probe issues effectively using probe email alerts. Identify the number of devices and users scanned along with the scan errors attached in the scheduled sync summary report. Notify agents with proactive emails if probe hasn’t communicated with Freshservice over a specified number of days using the inactivity report. Stay informed when the probe encounters an error during scan due to invalid configurations and other unexpected issues using the error report.  More details here.Note: This feature will be available from Oct 31st 2022. SCCM Integration EnhancementsCategory: IT Asset ManagementMap additional properties from up to 5 tables in SCCM rather than just the single table supported earlier.More details here.Note: This feature will be available from Oct 31st 2022. Send External Emails using Placeholders in WorkflowsCategory: Workflows/AutomationUsers now have an option to send out emails to external email addresses from workflow automator actions. For instance, during the onboarding process, send out automatic email notifications to the employee’s personal email address as and when the onboarding steps are completed.  Important updates Follow-up to our “Get ready to get upgraded” communication sent in May 2022Ensure that you’re prepared for the following changes which will be effected on your Freshservice account in November 2022: Reports Module Deprecation & Upgrade to Analytics Module: If your account was created before 13th March, 2020, we’ve upgraded your legacy Reports module with the more powerful and robust Analytics module. All your older reports have already been migrated to Analytics. The legacy Reports module will be unavailable November 2022 onwards. More information here. Deprecation of Password-Based Authentication for Google and Microsoft Mailbox Connectors: Google and Microsoft have deprecated support for password-based authentication for connecting their mailboxes to Freshservice. If you’re still using password-based authentication, switch to OAuth-based authentication to fix issues and prevent disruptions. More details here. MSP Mode - Department and Requester Field Name Changes in Analytics: If your account has the MSP mode enabled, we will be renaming the ‘Department’ and ‘Requester’ fields in Analytics to ‘Company’ and ‘Contacts’ fields in November 2022. This is being done to ensure consistency with the rest of Freshservice. You will be impacted if you have any third party BI integrations built using data exports or schedules with ‘Department’ or ‘Requester’ fields. More information here.    [Postponed] Deprecation of Freshservice API V1: We have postponed the API V1 deprecation date from November 2022 to May 2023. Ensure that you transition over to API V2 in your workflow automators, portal customizations, and custom applications before May 2023 to avoid disruptions. Refer to this solution for additional information about these upgrades and deprecations. Bug Fixes These were the product defects detected, and they’ve now been fixed. There was an irrelevant activity displayed on the ticket when an incident was assigned to an on-call group when there were no ongoing shifts at that time of assignment. If the user accesses the ticket link or approval link via Freshservice mobile app, it was not redirected to the Freshservice app. Rather, it redirects to the browser. If field values contained field names within them in the “query” clause of a “Filter Agents” API call, they caused an error. Requester groups that included many VIP Requesters showed the VIP badge only for the first 20 VIP Requesters. ​​Reports created in the Analytics module were not loading for a few customers. Articles created from external URL, in the Freshservice knowledge base, were not appearing as suggested articles when agents respond to tickets.

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Freshdesk Contact Center Release Notes - Sept 2022

New Features and Enhancements Bug fixesNew Features and Enhancements Documentation process made simple in Freshdesk Contact CenterAvoid repeated documentation work and make calls instantly to restricted countries with an automated process.More details here. Bug fixes These were the bugs detected, and they’ve now been fixed. Agents received incoming call notification when on another call. Customers were unable to transfer calls in Queue Callback. The call cost for warm transferred calls was not calculated as expected.  A blank slider was displayed when customers clicked on business hours from the Numbers page. Power Dialer icon in left nav bar was broken in Windows. Customers were unable to restore an agent if they were previously added as an Omnichannel agent. Call notes and call tags were not recorded when call transfer failed. The in-conversation window did not display calls made from the Power Dialer. Last name was repeated in the number purchase mail template. Calls forwarded to external numbers failed to connect. When whitelisting high risk and low risk regions , clicking on remove restriction button threw an error. When customers initiated queue transfer, the in-conversation window was stuck with the message ‘Forwarding to..’ The call handle time was calculated wrongly for parallel calls. When a call was warm transferred, it did not move to ACW status when the call ended. Calls did not disconnect for agents when they went offline after the end-user ended the call. Agents were not notified of new incoming calls after a warm transfer was initiated.  The call timer kept running when agents disconnected the call after successful warm transfer. Cheers!

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Freshdesk and Freshdesk Omnichannel Release Notes - September 2022

New Features and Enhancements Bug fixesNew Features and Enhancements Dynamic section for default fields in FreshdeskYou can show the required fields for agents in ticket forms based on user input with section fields for Group & Status. More details here. Freshdesk Custom Objects enhancements - Portals and CompaniesExtend the custom objects functionality to your support portal. End users can raise tickets associated with a record, and agents can view/update the respective record. Support for native objects is now extended to Companies.More details here. Bug fixes These were the bugs detected, and they’ve now been fixed. Ticket forms were not updated on the customer portal based on their selection for a few customers. Random tickets were shown in the default ticket view 'Tickets I'm watching' for agents. The Ampersand symbol was not displayed correctly when it was added in the ‘Account Tier’ company field on the Company details page. Customers were unable to edit the existing canned responses and add images to them. Customers were unable to add canned responses by clicking on it in the reply editor. Agents were unable to open ticket attachments at a later stage when they wanted to revisit the ticket. The translation for the password in many non-English languages displayed ‘API’, and customers were unable to edit it in the script. The feedback form was misaligned for a few customers, the size of the boxes for the Requester and the Subject didn't match. The ticket activities page captured custom field changes even when there weren’t any changes made to those fields. An error was displayed in the Solution Articles section when customers tried to preview the Portal in the Mint theme. Cheers!

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