Freshservice Release Notes - Mar 2024

Note: All the features/enhancements below will be available on Starter and Growth plans on Mar 18th, 2024 & on Pro and Enterprise plans on Mar 27th, 2024.Product version: 2024.R03L.01New Features and Enhancements SLAs for Problems  Task Reordering and Dependency  Archival of Historic Tickets Improved experience for ticket field suggester Enhanced resolution note generator Generate articles with ticket context using Freddy Copilot Nested folders for an improved Knowledge Base Easily download Analytics widgets and reports in-app Cross-module reporting in Analytics Fair use policy and limits for On-Call Management Sandbox support for Status Page Configure alert expiration period Alert data archival policy Enhanced view of alerts list page Workflows for alerts are now available  Assignment History for Asset Asset Discovery Sources E-signature for generated documents via. Dropbox sign Onboarding/Offboarding attributes added to ticket API Workspace attributes added to serverless ticket events payload Introducing Scheduled Data Exports for Project Analytics Comprehensive project reporting with custom metrics and attributes  Enhance UX with the Revamped In-product Project Analytics Homepage  Resolution note generator  Important updates Mailbox Authentication for Custom Domain Users Reminders for upcoming upgrades and deprecations Bug Fixes New Features and Enhancements SLAs for Problems Category: IT Service ManagementUsers can now set up SLAs for problems, enabling stronger governance and effectiveness for problem management. To enable SLAs for problems, go to My team > SLA and OLA policies and activate the toggle under the Problems tab.Note: Enabling SLAs for problems activates the 'Due by' field, business hour policies, and email notifications for problems that breach SLAs. Task Reordering and Dependency Category: IT Service ManagementUsers will now have the ability to reorder and define task dependencies associated with parent entities. With drag-and-drop functionality, users can seamlessly reorder tasks to match their priority and execution sequence. With automatic stack rank updates and finish-to-start dependencies, ensure flexible task management and improve process efficiency.More details here.  Archival of Historic TicketsCategory: IT Service ManagementWith the addition of ticket archival functionality, users can experience faster load times while ensuring efficient ticket management, enhancing the speed and efficiency of service delivery. Note: Admins can now configure the duration for archival starting from March end. Automatic archival of tickets will commence in May 2024 based on the duration selected. Once archived, admins will receive email notifications confirming the action. More details here.  Improved experience for ticket field suggesterCategory: IT Service ManagementWith the new experience, users can understand ticket field suggestions better by getting a comparative view of current and suggested field values to pick what is best and most appropriate.More details here.  Enhanced resolution note generatorCategory: IT Service ManagementThe enhanced resolution note generator includes support for additional actions, improved analytics capabilities, and more enhancements enabling a more seamless user experience.Here’s what we support now:Ability to use business rules to hide/mandate/disable resolution note field   Support for resolution note field in ticket APIs Track changes to resolution notes under activities  Get analytics support on resolution notes Export resolution notes during ticket exportsMore details here.  Generate articles with ticket context using Freddy CopilotCategory: IT Service ManagementWith the improved help article generator, generate articles based on existing ticket context in addition to the information from public sources. Build context-rich self-serve articles that can deflect tickets with the right resolution steps captured from existing ticket conversations. Nested folders for an improved Knowledge BaseCategory: IT Service ManagementCreate a well-organized and easily navigable knowledge base by nesting folders up to 10 levels deep. With the ability to nest folders to a greater depth, users can now access information quickly and efficiently, reducing search times and improving overall productivity. Categorize and subcategorize resources with ease, creating a streamlined navigation experience. More details here. Easily download Analytics widgets and reports in-appCategory: IT Service ManagementUsers can now easily download reports and widgets within Freshservice. Multiple reports and widgets can be downloaded simultaneously as well. In cases where the download size is large, the report or widget will be sent to the user’s email ID.  Cross-module reporting in AnalyticsCategory: IT Service ManagementUsers will now be able to visualize metrics from different modules within Freshservice on a single chart. With this agents will be empowered with cross-module trends to make informed decisions.Note: This feature will be available for all Pro, and Enterprise customers and for customers who have purchased the Freshvisuals (Analytics Pro) addon. Fair use policy and limits for On-Call ManagementCategory: IT Operations ManagementUsers can now be assured of receiving timely on-call notifications while not being flooded by unnecessary notifications with the introduction of the fair use policy and limits for On-Call Management. The policy sets limits at the agent level on the number of notifications they can receive per channel. Note: This policy will come into effect from 27th March 2024. More details here. Sandbox support for Status PageCategory: IT Operations ManagementEnterprise customers using the Legacy Sandbox can now experiment with the Status Page feature within the sandbox environment before setting up a new page in their live production setups. This allows them to refine configurations, agent permissions, and page aesthetics, while also gaining comprehensive insight into its functionalities. This would aid in minimizing potential errors upon deployment to a broader audience.Please note that at present, synchronization of settings between the production and sandbox environments is not available. Configure alert expiration periodCategory: IT Operations ManagementUsers now have greater control over alerts with the introduction of configurable alert expiration dates. Up until now, an alert that came into the system expired after a hard limit of 7 days. This meant that when a similar alert came in after 7 days, it was not aggregated as the previous alert was no longer there. With this enhancement, users will now be able to change the default value of 7 days and choose a value between 1 to 30 days.  Alert data archival policyCategory: IT Operations ManagementUsers will now be able to manage alerts easily with the introduction of the alert data archival policy. With the reduced clutter, they will be able to easily access the most relevant alerts. As per this policy, if an alert hasn't been modified in the last 6 months then it will automatically be moved to an archived state. An archived state is a read-only state where a user will be able to view the alert, but will not be able to perform any actions on it. However, such alerts will be available for reporting. Note: We are rolling out this feature in phases, with availability to all customers expected by the end of April. More details here. Enhanced view of alerts list pageCategory: IT Operations ManagementUsers will be able to analyze alerts with greater ease with default views like "Critical & error alerts", "Unacknowledged alerts", and "Alerts acknowledged by me". They will also be able to freeze and unfreeze columns, reorder columns, change column width, and use the compact view as well.  Workflows for alerts are now available Category: IT Operations ManagementNew users of the Alert Management System will be able to resolve incidents faster with a deeper analysis of alerts using workflows. They will be able to use nested logic to simplify the execution of multiple conditions, notify individual agents when an alert is created or updated, perform actions on external systems using webhooks, and more.Note: Existing users of the Alert Management System are requested to stay tuned to our Release Notes for updates on when they will be migrated from Alert Rules to workflows for alerts.More details here. Assignment History for AssetCategory: IT Asset ManagementUsers can now effortlessly access a detailed log showcasing the complete assignment history of assets directly from the asset inventory and requester profile. With a comprehensive asset assignment history:Gain a transparent view of asset usage patterns, streamlining audit procedures and ensuring accountability. Obtain valuable insights into asset utilization patterns, enabling more informed provisioning decisions and efficient troubleshooting processes. More details here. Asset Discovery Sources Category: IT Asset ManagementWith the Asset Discovery source field, admins can now maintain a comprehensive record of all sources that have played a role in an asset's creation or modification over time. This offers a centralized and detailed view to track the diverse sources influencing the asset data with precision.We've also revamped Freshservice Managed Asset calculations to incorporate the new Discovery Source field. Now, your managed asset calculations will be based on the Source field, ensuring accuracy and precision in asset management. More details here.  E-signature for generated documents via. Dropbox signCategory: Freshservice for Business TeamsUsers across HR, Legal, Finance, and Procurement (as well as in other areas such as ITSM) can sign and approve various documents, such as purchase orders, contracts, and invoices. With this, users can sign and approve documents quickly without the need to print, sign, and scan hard copies. Onboarding/Offboarding attributes added to ticket APICategory: Freshservice for Business TeamsUsers will now be able to consume crucial attributes around onboarding/offboarding (visible as part of ‘Description’ in the Ticket UI) through the ticket API. This would be possible with the newly added ‘onboarding context’ and ‘offboarding context’ fields. These fields would contain onboarding/offboarding-related attributes that can be added to tickets from different stakeholder forms in the onboarding/offboarding workflow.  Workspace attributes added to serverless ticket events payloadCategory: Freshservice for Business TeamsUsers creating apps for Freshservice will now be able to retrieve the workspace of a ticket from the payload of certain ticket events. These events are ‘onTicketCreate’, ‘onTicketUpdate’, and ‘onConversationCreate’. This would be possible through newly added attributes ‘workspace_name’ and ‘workspace_id’More details here Introducing Scheduled Data Exports for Project AnalyticsCategory: Project ManagementUsers will now be able to generate detailed project reports by scheduling project data exports at any time of choice. These reports can be scheduled to be received either at an API URL or over email. Additionally, to enable fast project data feeds into BI platforms or custom applications for native reporting, these data exports will be incremental. Project data exports will be available for Projects, Project Tasks & Project Time Entries modules.Note: This feature will be available for all Pro and Enterprise plan customers.More details here.Comprehensive project reporting with custom metrics and attributes Category: Project ManagementProject admins and users can now create their own metrics & attributes that suit their requirements. These custom metrics and attributes can be defined and derived by applying arithmetic / logical operators and a variety of functions on existing metrics & attributes.Note: This feature will be available for Pro and Enterprise plan customers only.More details here.Enhance UX with the Revamped In-product Project Analytics Homepage Category: Project ManagementAgents can now get a better, clutter-free visual experience with easy access to Recent, Favourite, All, Curated, Owned, and Shared reports related to projects along with convenient access to Trash and Settings.More details here. Resolution note generator Category: MobileAgents can now add resolution notes for tickets from the mobile app to aid quick references. For customers with the Freddy co-pilot addon, this includes an AI-powered resolution note generator encompassing the root cause, actions taken, and resolution. Note: This feature will be available before the end of March 2024 and requires app updation.More details here.  Important updatesMailbox Authentication for Custom Domain UsersGoogle and Yahoo have announced a new set of mandatory requirements for email senders to protect email domains, maintain healthy delivery rates, and reduce spam rates. This change will be effective from April 2024. Who will be impacted?All Freshservice customers who have custom domains and have not enabled SPF and DKIM will be impacted by these mandates.What can you do?Configure DKIM and SPF authentication and publish a DMARC record to avoid outgoing email disruptions before March 31, 2024. More details here. Reminders for upcoming upgrades and deprecationsFollow-up to our “Notices for new upgrades/migration activities” communication sent in Nov 2023.The following change will be made effective by May 2024. Ensure that you’re prepared for it in your Freshservice account.[Rollback] Incremental Data Exports in FreshserviceWe will NOT be upgrading to Incremental Data Exports from May 1st, 2024 as communicated in November, 2023 and will continue to support Full Data Exports until further notice.What can you do?If you are currently exporting large data volumes and would prefer a faster way to get your data exports, we encourage you to try Incremental Data Exports. Please reach out to us at support@freshservice.com and we will enable it for you.More details here.Discontinuation of Team HuddleThe Team Huddle feature will be discontinued by Apr 1st, 2024, as we will be focussing on our integrations with Microsoft Teams and Slack, where we will continue to further enhance and add new collaboration features.Who will be impacted?If your agents use Team Huddle for collaboration, you will be impacted by this discontinuation.What can you do?Explore and transition to our Slack and MS Teams based collaboration capabilities, or stay tuned for our upcoming “Share Ticket” feature.Reach out to support@freshservice.com if you have any questions about this change.More details here.Discontinuation of the legacy Slack Servicebot App As the new Servicebot supports enhanced capabilities, the legacy version of Slack Servicebot app will be discontinued by May 1, 2024Who will be impacted?If you are currently using legacy Slack Servicebot app for ticket notifications, you will be impacted by this deprecation. What can you do?Please install our new Servicebot from the Freshservice Marketplace. More details here.Discontinuation of Conversational UIAs Freshservice prepares to focus only on the latest version of the support portal and collaboration platforms like Slack and MS Teams., the legacy Conversational UI platform will be discontinued by May 1, 2024.Who will be impacted?If your employees currently use the legacy Conversational UI interface of the support portal for their everyday requests and interactions with Freshservice, you will be impacted by this discontinuation. What can you do?You can choose from any of the following options:  Freshservice No-code portal Virtual Agent Freshchat Integration Use the Freshservice Support portal & make it your own with our intuitive no-code customization capabilities.   No-code Designer Portal   Leverage our Virtual Agent which offers support within collaboration apps like Slack and MS Teams.   Setting up Servicebot for Slack Getting started with Servicebot for MS Teams  Explore our Freshchat widget integration within your Freshservice portal at a small additional cost, and get live chat support.   Freshchat Integration   If you have specific use cases that you would want us to help you with, please reach your customer success manager, or write to us at support@freshservice.com.More details here.Discontinuation of Canned Response Suggester & Solution Article SuggesterSince the new Reply Suggester, which is part of our currently available Freddy Copilot offering, is an enhanced version of both the Canned Response Suggester (CRS) and Solution Article Suggester (SAS), and can perform more meaningful actions, these will be discontinued by May 1, 2024.Who will be impacted?If you were using either CRS or SAS, you will be impacted by this discontinuation. What can you do?Try out the Reply Suggester feature in Freddy Copilot. It is currently on public beta and will be available as a paid feature starting Feb 5th, 2024.Note: Users will be able to create and use canned responses and solution articles. Only the ‘suggester’ (that intuitively suggests responses or articles) will be discontinued.If you have further queries, please write to us at support@freshservice.com. More details here. Bug FixesThese were the product defects detected, and they have now been fixed.Some customers were unable to edit an agent profile with a 'The page you were looking for doesn't exist.' error/page. As a result, they were unable to add any permissions to any agent. In Workflow Automator, the ‘copy’ icon in the execution logs of a Web Request Node was not working as expected.  In On-call management, we rectified an issue while viewing page 2 onwards of the on-call schedules page which required a page refresh to view the correct schedules. Widget exports from the Analytics module were missing data. Some customers were unable to use the Resolution Notes placeholder for custom fields in email notifications. Some agents were unable to view the list of tickets from the dashboard widget. Updates to certain fields in the assets module weren’t being logged in activities when the field was cleared. Unable to download the Discovery Probe when the Agent’s primary language is Japanese. Agents were unable to apply filters using custom fields in the change calendar. When “Can see all tickets from this department” was checked on requester profiles, an additional field called “Can see all tickets from associated departments” also appeared to be checked.

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Freshsales - Release Notes February 2024

New Features and Enhancements Simplified admin experienceWe have introduced a new menu bar for the Admin settings. The features are categorized under the options on the left navigation menu, making it easier for users to discover the right option and take action. Account hierarchyUsers can get a holistic view of customers’ company structures, engage with specific divisions, and make informed decisions on an account with the Hierarchy View powered by the UCR.Learn More Territory hierarchyUsers can structure sales efforts into broad Parent Territories and specific Child Territories. This approach will help optimize resources and provide insights into regional performance.Learn MoreAuto-assign territories to recordsThe CRM automatically updates records(contacts, accounts, and deals) with a user's main territory, reducing manual effort and ensuring data consistency. Admins can configure main and other territories for users, enabling automatic territory assignment based on record ownership.Learn More Updates to quotes creation flowUsers no longer need to manually add products to the quote every time. When a new quote is created, the products associated with a deal will be auto-populated in the quote pricing table. The ‘Auto-sync products with quote’ checkbox has been moved to the quotes overview page. Users can now sync quotes to a deal by enabling the ‘Sync quote with deal’ toggle.Learn More  Bug Fixes Customers reported issues with creating custom fields in the contact module. This has been fixed.  Customers reported encountering a “No Access” error when accessing specific curated marketing email reports. This has been fixed.  Customers reported encountering an “Access Denied” error when refreshing or navigating to the Activities Dashboard page from different modules. This has been fixed. Customers reported UI breakage when the profile language was changed to Hebrew. This has been fixed. Customers reported a mismatch between the date value shown and the value inputted. This has been fixed. Customers reported that the “Live Dashboard” was disabled for the default Administrator role. This has been fixed.  Customers could not toggle off "Mark as required" in default dependency between the Forecast category and the Expected close date. This has been fixed.  Related contact details were not showing when users searched for deals from global search or other modules. This has been fixed. Customers reported issues with purchasing user licenses where the licenses were reversed automatically. This has been fixed.  Some customers reported issues loading an email template while drafting an email. This has been fixed. The Edit icon for the contact details section under the email conversation page was not loading for some users. This has been fixed. Some customers reported issues with user list loading as options when configuring conditions in the workflow automation. This has been fixed.  Some customers reported issues with contact creation when the dependent mandatory fields were configured. This has been fixed.  Customers reported issues updating contacts fields from the details section because the page automatically scrolls up once successfully loaded. This has been fixed. Customers reported an issue with primary territory values being nullified. This has been fixed.  Customers reported issues with editing/adding/deleting contact Lifecycle stages. This has been fixed. A few customers reported issues resizing the pricing table columns as they were reverting to the default size. This has been fixed. Customers reported discrepancies while uploading images in the document. The entire image did not appear in the preview, and the sides of the image were cut off. This has been fixed.  When trying to re-order the dependent fields of the custom module, customers received an error "Custom module you are trying to access is not present.” This has been fixed.  Some customers reported issues with scheduled emails being sent based on the user’s profile setting time zone instead of the chosen time. Issues were also reported, with scheduled emails being sent immediately instead of at the scheduled time. This has been fixed.  Customers reported discrepancies in the data shown in the “Imported_by” field and a mismatch in the count of “Records updated” and “Records skipped” under import history. This has been fixed.  Customers reported issues with contact creation via the mobile app (iOS). This has been fixed.  Customers reported issues accessing import history even though they were assigned as an account admin. This has been fixed.

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Freshchat Release Notes - February 2024

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All Below features and enhancements are available to all customers from February 29, 2024.  Sentiment Analysis (Freddy Copilot)Leverage Freddy to understand your customers’ emotions and prioritize conversation based on expressed sentiments. You can soon leverage sentiment reports to get insights to refine your support processes.More details here.  Freshchat-Playvox integrationBoost agent productivity and streamline your everyday support operations with the Freshchat-Playvox integration.More details here.  Integrate RingCentral with FreshchatIntegrate Freshchat with RingCentral to manage all customer conversations across channels from one unified inbox.More details here. More inbox actionsAgents can now quickly assign conversations to themselves. They will now get an 'Assign to me' option for any unassigned conversation in the Team Inbox.More details here. Enhanced translation logic for Freddy Self-Service features (Freddy Self-Service)Bot conversation summaries will now be translated into the customer/agent languages. The names of dialogs and APIs created using text prompts will be translated into the primary bot language. Success and failure responses for text prompts will be translated into the Admin profile language. Bot insights (insight names, utterances, bot flow names, dialog content, API names, and function names) will be translated into the language configured in the user's profile (agent/admin). Upcoming Features and Enhancements  Check them out here!  Bug fixesThese were the bugs detected, and they’ve now been fixed. Team Inbox bugsCertain conversations in the inbox disappear intermittently, requiring a browser refresh for Agents to regain visibility. Some Agents can view WhatsApp templates instead of using the text editor when the channel switcher is enabled. Agents have noted that some conversations experience a 10-20-second delay upon arrival, leading to the breach of first response SLA. Agents encounter difficulty viewing the bot toaster message as it obscures behind the conversation window. Some Agents have noticed that placeholders in canned responses fail to display current or real-time values upon expansion, and formatting options for text are not applied. Agents are unable to view phone conversations on sorting. Some Agents have noticed that emails with large content do not get created as conversations.Admin Experience bugsAgents encounter difficulty viewing the bot toaster message as it obscures behind the conversation window. Some Agents have noticed that placeholders in canned responses fail to display current or real-time values upon expansion, and formatting options for text are not applied.Bot bugsUtterances with “space” fail to save in Q&A. Channel icon overlaps with the Use template option on the Templates page. Failure in uploading localization files in dialogs. Incorrect display of deploy script in Agent Assist bot. Article link in the FAQ within Q&A section displays poorly. Bot flow fails to trigger if flow is configured in Entity Recognition page. Cloned bot version with custom function fails to execute. Bot builder page freezes while switching between tabs. Input translation fails in Multilingual Bot. Incorrect behavior in bot conditions while using double quotes in condition. Failure to capture customer name in contacts. Bots with inputs configured in the flow fail to trigger. File uploads fails for self service widget in bots. Tags added to FAQs are from the Q&A section in the bit builder. Cheers!

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Freshdesk Release Notes - February 2024

Upcoming Features and Enhancements Bug fixesUpcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Automations for CollaboratorsWhen a collaborator performs an action, such as replying to a ticket, the ticket status will be automatically updated and automations can be applied. Sentiment Report (Freddy Copilot)Leverage sentiment reports to analyze trends in customer sentiment and gather valuable insights to refine support processes. Customizable Sidebars Rearrange user properties in the sidebar based on frequency of usage. This will ensure that the most relevant information is easily available while resolving customer queries. Custom date fields as filtersCreate custom date fields and use these date fields to filter tickets based on dates.  Aggregated exports in Ticket Lifecycle ReportGet a detailed breakdown of the time spent on each ticket, by status on the Ticket Lifecycle Report export. Bug fixes These were the bugs detected and they’ve now been fixed. Agent experience bugsUnable to send outbound emails using email template. Forwarding template option missing in Agent Reply template. Ticket subject truncates if the subject is modified. Captcha verification is broken for API verification in Profile Settings.  Proactive Email setup fails due to missing Proceed button. Incorrect behavior in custom drop-down creation in contacts & companies. Ticket filtering fails for tickets created with tags. Unable to rearrange columns in Ticket list page when Group/agent column is added. Ticket fields mapping mismatched in Ticket View list. Custom roles with edit ticket properties fail to update. Incorrect message displays in ticket activities when agent is deactivated. The update button on the Ticket List page remains enabled even when no changes have been made to the tickets. Scorecard widget in the custom dashboard displays incorrect values for tickets associated with the default product. Translations missing in canned forms.Automation bugsForwarded ticket actions via automation are not associated with the appropriate email address.Integration bugsHootsuite integration with Freshdesk fails. Login into Freshdesk in Hootsuite fails. Incorrect user name displays in Microsoft Teams when a note is added. Google drive link fails to open in Freshdesk ticket list view page.Admin experience bugsIssue with assigning primary global email in Email setup page. Incorrect behavior in groups while adding deactivated agents to groups via API. Unable to add new collaborators via tagging in discussion threads. Incorrect mapping of agent licenses in Freshdesk on CSS account. Cheers!

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Freshworks Customer Service Suite Release Notes - February 2024

New Features and Enhancements  All below features and enhancements are available to all customers from February 29, 2024.  Empower support teams with Freddy CopilotThe Freddy Copilot add-on is available for purchase at $29 per agent per month — and it comes with free access to Freddy Insights (beta) for a limited time.More details here. Caller widget inside CSSThe Caller widget now comes with the options to view conversations, create tickets, or link to existing tickets in the Customer Service Suite.More details here. Unified ProfileAgents can now manage their profile preferences from a single place instead of switching between products.More details here. Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Freshmarketer add-on to the SuiteYou can soon use the Freshmarketer add-on to the Suite to have a unified solution to meet your marketing and support requirements. Connector Apps for CXSync Freshdesk and Freshchat seamlessly with your tools. Customize workflows, choose 1 or 2-way sync, and monitor in real-time. Pay-as-you-go pricing. Now available for Salesforce, with more integrations coming soon. Unified Contacts and Accounts View contact and account lists across modules without having to switch between screens. Unified Freddy ExperienceCentralizing Freddy settings from conversational and ticketing modules into a unified experience within the CS Suite for easy and seamless admin management. Cheers!

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Freshchat Release Notes - January 2024

New Features and Enhancements Upcoming Features and Enhancements Bug fixes New Features and Enhancements  All Below features and enhancements are available to all customers from January 30, 2024.  Proactive Quality CoachLet AI review your agents’ answers in real-time, right before they hit Send, and suggest improvements for better response quality and consistency.More details here.  Custom functions in the bot builderWhile building a bot, admins and agents will be able to create and use functions that can achieve the specific business requirements of each customer.More details here.  Importing bot templatesImport templates into existing bots, easily incorporating new features. Also, introducing new bot templates that can be mapped to any channel.More details here. Freddy powered RegEx creation to build botsJust ask Freddy to generate a RegEx to fit your specific business requirements.More details here. Added inbox table view capabilitiesAgents can now assign groups, other agents, and statuses in bulk to conversations from the inbox table view.More details here. Email enhancements for FreshchatUpgrades to email on Freshchat, including improvements to the email card layout and support for agent reply templates.More details here. Parallel conversations in FreshchatCustomers can now have multiple conversations with a business on the same topic, allowing them to track their issues better. This is available on demand.More details here. Engage with customers over TikTok ShopIntegrate TikTok Shop with Freshchat through a custom app and engage with customers over TikTok Shop.More details here. Channels interface enhancementsConfigure settings for SMS, GBM, and Mobile SDK from the Channels page itself, without navigating to the Topics page.More details here. New input types for Facebook botsMake your Facebook chatbots more interactive with 4 new input types for your customers - buttons, carousels, articles, and rich text.More details here. Contact 360 enhancementsWe are improving the contacts 360 page to make it easier for agents to get the details they need. Agents can also toggle between the old and the new experience.More details here. Advanced CSAT enhancementsIt's now easier to configure the CSAT survey with a larger template selector, a more accessible configuration screen, and support for up to 30 questions per survey.More details here. Introducing a new quick actions buttonThe new ‘Ask another query’ will be a quick action button to allow customers to start a new conversation with the chatbot quickly. This is available for bots across channels. Upcoming Features and Enhancements  Check them out here!   Bug fixes These were the bugs detected, and they’ve now been fixed.Team inbox bugsNumbers overlap with text when there are long entries in the team inbox. Conversation initiated time is not displayed once the agent changes the profile language to Arabic. Agents encounter a blank page while moving from the Contacts page to the team inbox.Admin Experience bugsAgents encounter looped scrolling while searching in the Team Inbox. Agents were unable to downgrade from Estate to Growth plan as the page was unresponsive. Agents are unable to add holidays to business hours in the Firefox browser. On the tickets page, conversations created through the phone channel are marked as chat. Agents with the profile language as Arabic are unable to view the toggle option for the Intelliassign feature. Agents are unable to open the search bar to view specific conversations. Watch demo and New bot buttons are misaligned. Previews for templates are not opening. The execution of the bot flow halts when the button name and quick action name are identical. Additional space between check box and text in bot builder. Alignment issues in the condition section of the bot builder. Search text does not clear after adding conversation properties from content picker. Cheers!

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Freshdesk Release Notes - January 2024

  New Features and Enhancements Upcoming Features and Enhancements Bug fixes New Features and Enhancements  All below features and enhancements are available to all customers from January 30, 2024.  Sentiment Analysis (Freddy AI)Easily understand what your customers are experiencing emotionally with sentiment analysis and prioritize conversations that require human touch and empathy.More details here. Solution Article SuggesterEmpower your agents to send faster & accurate responses with Freddy powered recommendations from the kbase — now with details on confidence score and user visibility.More details here. Upcoming Features and Enhancements  All Below features and enhancements are coming soon to customers.  Exclude tickets from list view easilyA new filter will be added to the default and custom dropdown menu of filters so customers can exclude specific tickets from their ticket view easily. Bug fixes These were the bugs detected and they’ve now been fixed.Agent experience bugsNew ticket email notification is sent to the deactivated agent. Incorrect ticket count is displayed when custom fields (drop-down) are used. Tickets remain visible to agents in the ticket list view even after agent removal. The ticket list page displays agent list in incorrect order when the deactivated agent is present. Failure to create a Freshdesk ticket from Slack personal chat with an external user. Freddy insights section is visible under the Ask Freddy option in the role settings page. Ask Freddy option is missing from the left navigation even when Freddy copilot is enabled. Thread creation fails if canned responses are added with an attachment. Unable to forward a ticket via Threads that has multiple attachments. Inconsistent timezones displayed in Threads. Agents observed inconsistent behavior while selecting checkboxes on the Agent role configuration page.Language bugsIncorrect language is assigned for users signing up via SSO. Translations are not applied to Ticket Forms in the Help Widget even after the correct locale setting.Automation bugsAutomation rule does not execute all conditions and fails to update tickets. The skill creation page does not display custom sources, even if they are allowed via the API. Incorrect ticket preview summary displayed while configuring time trigger rule.Admin experience bugsFreshbot sessions within Freshdesk are reset incorrectly due to auto-recharge or billing update. Canned responses are displayed incorrectly due to spaces in the canned response title. Assume Identity feature fails in the sandbox environment due to missing associated company details in default contacts. Inconsistent removal of language from Portal Settings in sccounts with portal 2.0. Deactivated agents appear on the Skills page when the page is filtered by groups. Incorrect resolution status is updated for service tasks completed within SLA. Cheers!

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Freshservice Release Notes - Feb 2024

Note: All the features/enhancements below will be available on Starter and Growth plans on Feb 14th 2024. For Pro and Enterprise plans will be available on Feb 28th 2024.Product version: 2024.R02L.01New Features and Enhancements Freddy Copilot now in general availability as a paid add-on Elevate the quality of responses with Freddy Copilot Writing Assistant  Analyze and report on Knowledge base performance  Ticket Collaboration 2.0 Enhanced Print Previews Restrict Attachment File Types Swap shifts amongst on-call agents Windows Agent 3.4.0 / Mac Agent 5.2.0 / Linux Agent 4.1.0  Software prioritization by source to remove duplicates SaaS Enhancements for IDP Integration Enhanced User management in SaaS Take Action on AWS Cloud Assets  Integration of Workday Connector App with Freshservice  Integration of BambooHR Connector App with Freshservice  Attachment type field in Offboarding form Dashboards for tracking Onboarding/Offboarding requests Enhancements in Team Dashboard access privileges Important updates Reminders for upcoming upgrades and deprecations Bug FixesNew Features and Enhancements Freddy Copilot now in general availability as a paid add-onCategory: IT Service ManagementFreddy Copilot is now live as a paid add-on for the Pro and Enterprise plans to empower your IT staff and unlock productivity for agents and admins.Freddy Copilot add-on can now be purchased at $29/agent/month, with which you also get complimentary access to Freddy Insights Beta for all your agents.Note: The Freddy Copilot Beta period is now closed. To continue accessing Freddy Copilot capabilities, you must purchase the add-on by February 19th.More details here. Elevate the quality of responses with Freddy Copilot Writing Assistant Category: IT Service ManagementAgents can now communicate clearly, professionally, and empathetically, but without spending any extra time and effort, with Text Enhancer, Text Rephraser, and Tone Enhancer. These GenAI fuelled functionalities, collectively known as Freddy Copilot Writing Assistant, can currently be used for:Tickets: Create replies and add notes Status Page:  Create incident descriptions and add updates Create scheduled maintenance description and add updates Knowledge base articles: Create and edit knowledge base articlesFreddy Copilot has been defined as a role. If you want to provide Freddy Copilot access to only specific agents, simply associate them with the Freddy Copilot role. (Purchasing and managing Freddy Copilot add-on licenses)More details here. Analyze and report on Knowledge base performance Category: IT Service ManagementMaintaining a relevant knowledge base based on real-time employee needs is integral in meeting your workforce’s everyday queries and deflecting them to free up agents’ time for high-value work. With knowledge base reports, you can now analyze and report on your knowledge base’s performance to fine-tune it to your employee’s needs. You can measure a help article’s performance based on views and helpful/unhelpful votes and track article reviews/pending approvals in a single pane.More details here. Ticket Collaboration 2.0Category: IT Service ManagementUsers can now import conversations from MS Teams and Slack into Freshservice to keep all ticket discussions in one place. With Freddy Copilot, users can import a concise summary of the Teams/Slack conversation.  Furthermore, additional enhancements are made for better collaboration: Start MS Teams meetings from the ticket details page Delink the collaboration thread from the ticket details page  Configure user permissions for creating a new channel in MS Teams Note: The Slack enhancements are expected to be available by early March, subject to approvals by Slack. More details here.  Enhanced Print PreviewsCategory: IT Service ManagementWith the latest update to print previews, here are the enhancements coming up:Support for up to 350 ticket conversations Display of ticket fields in the same order as the ticket Support for Tag fields Restrict Attachment File TypesCategory: IT Service ManagementUsers now have the option to allow only specific file types as attachments throughout Freshservice. This enhances security and rules out vulnerabilities resulting from file attachments.More details here. Swap shifts amongst on-call agentsCategory: IT Operations ManagementAgents can now swap shifts with other agents in their group without having the permission to ‘Manage on-call schedules’. To make this possible, users will need to create a new Admin role and associate it with on-call agents. Under this new Admin role, agents need to be given the new ‘Override on-call shifts’ permission. With this enhancement, agents will be able to enjoy greater control over their time without the possibility of disrupting other shifts, leading to greater work satisfaction. Windows Agent 3.4.0 / Mac Agent 5.2.0 / Linux Agent 4.1.0 Category: IT Asset Management  The new Discovery Agent version brings stability and performance improvements, ensuring a smoother asset discovery experience.More info here.Software prioritization by source to remove duplicatesCategory: IT Asset ManagementIntroducing Software prioritization by source, which eliminates duplicate entries and ensures only relevant information is displayed in the software list view. With this latest update, prevent,Software duplicates from multiple sources- When a specific software is identified through various sources such as Identity Providers (IDP), Direct Software Integrations, and Discovery Agents/Probe, priority will be given to the software discovered through direct integrations on the software list view page.Any duplicate SaaS software discovered from other sources will be automatically moved to the ignored list, ensuring a streamlined and accurate software inventory.Software Duplicates from uninstalled integrations - When an integration (e.g.,Azure AD, Gsuite etc) is uninstalled, the system automatically deletes any associated software and it’s user information from the discovered software list ensuring a streamlined and accurate software inventory. More info here. SaaS Enhancements for IDP IntegrationCategory: IT Asset ManagementWhen a user is removed from the IDP group ( eg, Azure AD, Gsuite, etc), they will automatically be moved to the inactive status in the corresponding Freshservice software, enhancing the user data accuracy.   Enhanced User management in SaaSCategory: IT Asset ManagementAdmins can now effortlessly manage users based on status and usage using the status column and categorized user filter available on the software users list.  Take Action on AWS Cloud Assets Category: IT Asset ManagementIntroducing the Take Action feature for AWS Cloud assets, empowering agents to perform quick actions on AWS cloud assets directly from the cloud inventory or Incident page. This eliminates the hassle of switching between multiple cloud applications for performing everyday actions.Take quick actions such as power on/off, restart, resize, etc, on your cloud assets directly within Freshservice’s Cloud Inventory. Automatically identify impacted assets of an Incident and take remediation action with a single click from the Incident page, reducing the resolution time.Note: The AWS Cloud Discovery application has now been renamed and updated to the AWS Cloud Management app. With this new update, users can benefit from Cloud Discovery and Orchestration features from the same application.More info here.Integration of Workday Connector App with Freshservice Category: Freshservice for Business TeamsWorkday Connector App is the first of many HCM app integrations with Freshservice that allow users to keep their employee data in sync on both Workday and Freshservice. As a part of this integration, they can use two out-of-the-box workflows to manage:Requester Data Sync: To automatically keep the requester data consistent across Workday and Freshservice. Onboarding Workflow: To enable automated onboarding within Freshservice based on preferred triggers from Workday.Note: This is a paid add-on. The pricing is usage-based. There is no flat fee for this add-on. Below is the price point for your reference.Applicable only for Pro and Enterprise customers.   Tasks Price point Billing Cycle Connector App Tasks (Workday) 5000 $80 Same as your subscription cycle More details here. Integration of BambooHR Connector App with Freshservice Category: Freshservice for Business TeamsBambooHR Connector App integration with Freshservice allows users to keep their employee data in sync on both BambooHR and Freshservice. As a part of this integration, they can use two out-of-the-box workflows to manage:Requester Data Sync: To automatically keep the requester data consistent across BambooHR and Freshservice. Onboarding Workflow: To enable automated onboarding within Freshservice based on preferred triggers from BambooHR.Note: This is a paid add-on. The pricing is usage-based. There is no flat fee for this add-on. Below is the price point for your reference. Applicable only for Pro and Enterprise customers.   Tasks Price point Billing Cycle Connector App Tasks (BambooHR) 5000 $80 Same as your subscription cycle More details here. Attachment type field in Offboarding formCategory: Freshservice for Business TeamsAdmins can now add a file attachment field in the employee offboarding forms. This enables easy document uploading by involved stakeholders such as the reporting manager, HR partner, and the employee being offboarded, streamlining the process for everyone involved.Note: This enhancement is applicable for Growth, Pro, and Enterprise plans. Dashboards for tracking Onboarding/Offboarding requestsCategory: Freshservice for Business TeamsHR agents and supervisors will now have access to a role-based, real-time view of ongoing employee onboarding and offboarding requests. This enhanced visibility will provide valuable insights into process efficiency trends and facilitate the identification of any potential bottlenecks.More details here.Note: This enhancement is applicable for Growth, Pro, and Enterprise plans. Enhancements in Team Dashboard access privilegesCategory: Freshservice for Business TeamsWith the new admin privilege called ‘Manage Team Dashboards’ introduced in the admin role, agents can now be given to create, and share access to team dashboards at a workspace level or an account level. A new sharing option that allows an agent to share a dashboard with agents of a workspace will be available in multi-workspace accounts.More details here.Note: This feature will be available to all customers on Feb 28th.  Important updatesReminders for upcoming upgrades and deprecationsThe following changes will be made effective by May 2024. Ensure that you’re prepared for it in your Freshservice account: Discontinuation of Team Huddle, Discontinuation of the legacy Slack Servicebot App, Discontinuation of Conversational UI and Discontinuation of Canned Response Suggester & Solution Article Suggester. More details here. Bug FixesThese were the product defects detected, and they have now been fixed.Requesters were unable to select an end data during ticket export from Support portal. Custom apps on Requester/Contact pages were not working as expected. In the workflow automator, the weekday() function (expression node) was not working as expected. Reclaim assets section doesn't show assets if stakeholder input is turned off. Cancellation emails are being sent to customers who did not initiate a cancellation request. Email placeholders for the custom field "Resolution Note" was not working as expected. Some Analytics reports had higher than expected latency in loading. Delays in receiving Report schedules and Data exports from the analytics section. 

Related products:Freshservice

Freshsales - Release Notes January 2024

Important - Changes to all outgoing emails To keep inboxes safe and spam-free, new requirements are being introduced for email senders by Google (starting March 31) and Yahoo (starting Feb 1). These new requirements will impact all senders who have not verified their domain.  Freshsales impact areasYou will not be able to send emails from email domains that are not verified or for which the mailbox is not connected. This includes email compose sliders, sales sequences, workflows, and team inbox.  What can you do now?Learn more Bug Fixes  Customers reported a UI glitch where the menus were overlapping with each other. This has been fixed.  Contact Update API fails with the error "Multiple records of IDs found with the identifier, please merge them before updating" even though only the record matches the unique identifier. This has been fixed. Customers reported issues accessing sales sequences where the “An unexpected error occurred” message was displayed. This has been fixed. The ampersand symbol was not rendering correctly in the CPQ document, where it was shown as “&". This has been fixed.  Customers had reported that the updated product module name was not displayed on the deal's landing page. This has been fixed. Customers reported that the account list view showcased an incorrect related deal value. This has been fixed. Customers reporting issues with the email editor where the space gets deleted along with the character when backspacing contents. This has been fixed. Some customers reported issues with workflow add deal actions where the deal creation failed despite all required fields being present. This has been fixed.  Customers reported that web forms were not loading when clicking the "preview" form. This has been fixed. Customers reported that the Field label was unavailable for the field type - checkbox, radio in Classic web form. This has been fixed. Customers reported issues with contact creation due to the validation of unique fields even though it was not configured. This has been fixed. Customers reported issues with Spark UI for custom modules where the UI snapped the scroll bars & copy facility. This has been fixed.  There were issues with lead creation due to location data discrepancies in full contact details. This has been fixed. Customers reported seeing a different time on the record landing page and the search results. This has been fixed.  Customers reported issues updating the title for the Lead/Contact/Account/deal team where an error “CRM settings update failed” was shown. This has been fixed. Customers reported that contacts were unable to subscribe through email after unsubscribing. This has been fixed. When a user applied the condition 'lesser than' or 'greater than' for the date fields in the report filters, it changed the other way around when the report was saved. This has been fixed. Customers reported that a few users received an error “Internal Server Error” while trying to send sales emails. This has been fixed.  Customers reported issues receiving reports exported via email. This has been fixed.  Some customers reported issues accessing the deals module where an error “404 Page not found” was shown. This has been fixed. Customers reported an issue with CSV Import due to mandatory fields even though the fields have been mapped. This has been fixed. Customers reported issues marking deals lost due to the error "Lost reason Invalid format". This has been fixed.

Related products:Freshsales

Google and Yahoo have announced mandatory guidelines for outgoing emails. Are you prepared for these changes?

Important - Changes to all outgoing emails To keep inboxes safe and spam-free, new requirements are being introduced for bulk email senders by Google (starting March 31) and Yahoo (starting Feb 1). These new requirements will impact all senders who have not verified their domain. Failure to meet these standards could lead to emails being delayed, blocked, or marked as spam. Freshsales impact areas Users will not be able to send any emails, transactional or bulk, from unverified domains or those with disconnected mailboxes These include emails being sent from sales sequences, workflows, bulk emails, or individual emails. What can you do now? Here's what you need to ensure you meet the new guidelines: Verify your domain: You can do this in one of the following ways - 1. Verify domain manually: You can verify all senders manually by adding the DNS records of your domain to your DNS Manager. Note: This can be done by the Admin for all members of an org.2.  All users connect their inbox:  All your users need to connect their inbox. Connecting your inbox automatically ensures verification of a sender. Note: This only verifies individual email addresses. Each team member must connect their inbox individually to ensure they are verified. Keep your spam complaints low: Keeping your spam complaints at a minimum is critical. We recommend you use tools like Postmaster to get insights on your email deliverability rate, spam rates, and other insights. Enable easy unsubscribe: Add a one-click unsubscribe in your emails to allow recipients to easily and immediately opt out to comply with the new email standards. Set up DKIM and DMARC: To boost your email deliverability, it's essential to implement DKIM (DomainKeys Identified Mail) and establish a basic DMARC (Domain-based Message Authentication, Reporting, and Conformance) record for your email domains. For more information on email deliverability guidelines and details on how to set up DKIM and DMARC you can refer to our support article here. What you need to know: Google & Yahoo's requirements Enable Email Authentication: One key aspect of Google’s requirements is the necessity for senders to set up DKIM email authentication. In addition to DKIM, a basic DMARC record will now also be required. While it’s highly encouraged that all senders set up DKIM and DMARC, there are greater implications on deliverability for bulk senders.Note: These changes do not impact customers who have already set up their DKIM and DMARC. Email Quality:  Keep your spam rates below 0.10%, as reported. We recommend you use tools like Postmaster to get insights on your email deliverability rate, spam rates, and other insights. Regularly monitor your spam complaint rates from Google and other email services. Learn more about spam rates here. Unsubscribe: Include an easy, one-click unsubscribe in your emails to allow recipients to immediately opt-out, in line with the new email standards. 

Related products:Freshsales

Freshservice Release Notes - Jan 2024

  Note: All the features/enhancements below will be available on Starter and Growth plans on Jan 18th 2024. For Pro and Enterprise plans will be available on Jan 29th 2024.Product version: 2024.R01L.01New Features and Enhancements Dark Theme Enhanced Change Impact Analysis Added Service Request Details Gain actionable insights with a summary Enhanced Approval URL Logic Resolution note generator  Larger reporting canvas in Freshservice Analytics User Events for Serverless AppsCategory: IT Service Management New Improved Audit Logs in Freshservice Status Page now generally available with major enhancements Alerts now available in global search Prometheus now available as an OOTB integration Asset Auditing Enhancements  Quick access to view cloud assets Workflow Execution log enhancements Optimize Project Lifecycle with Agile Metrics Automatic Document Generation Attachment type field in Onboarding form Authorization for Virtual Agent providing PDF documents directly in Slack Mobile On-Call Management Important updates Reminders for upcoming upgrades and deprecations Bug FixesNew Features and Enhancements Dark ThemeCategory: IT Service ManagementAgents can now opt for the dark theme to reduce eye strain and improve focus. Easily toggle between dark and light themes or set a preferred theme in the Profile icon menu. Dark theme is accessible on both the agent web portal and mobile app.More details here.Note: The beta is now available to all users since December 22, 2023. Ensure the mobile app is updated to the latest version for accessing dark theme. Enhanced Change Impact AnalysisCategory: IT Service ManagementThe impacted services for a change now evaluates five levels of asset dependencies for a more thorough analysis, mitigating risks associated with changes. Added Service Request DetailsCategory: IT Service ManagementThe Activities tab now captures ‘Requested for' details when a service request is raised for someone else, enhancing detail and visibility. Gain actionable insights with a summaryCategory: IT Service ManagementFreddy Insights now supports a summary of tickets related to the trending employee issues. With this, you can quickly understand more details about a commonly occurring issue for your employees and take action accordingly. Note: This will be available starting January 31st, 2024.  Enhanced Approval URL LogicCategory: IT Service ManagementPortal-specific approval URLs now accurately reflect the associated company in MSP mode, while approval URLs will return the agent portal URL, ensuring precise navigation for portal-specific and general approvals. Resolution note generator Category: IT Service ManagementAgents can now create resolution notes for each ticket to aid quick references and faster service delivery. For customers with the Freddy copilot addon, this includes an AI-powered resolution note generator encompassing the root cause, actions taken, and resolution. More details here. Note: This feature will be available only from 31st January 2024 for all users.  Larger reporting canvas in Freshservice AnalyticsCategory: IT Service ManagementUsers will now be able to accommodate and view more widgets on each report page. The Freshservice Analytics Unified Report Builder is getting upgraded to a 36x36 grid layout which is a 3X increase as compared to its current size.Reports can now be made even more comprehensive as more widgets can be accommodated on a single page, thus reducing toggling between pages.Note: Existing reports and widgets inside them will auto-adjust to the new size based on their current dimension without requiring any user intervention. User Events for Serverless AppsCategory: IT Service ManagementDevelopers can now subscribe to and respond to user-related events in Serverless Apps: Agent/Requester Creation, Agent/Requester Update, and Agent/Requester Deletion. More details here. New Improved Audit Logs in FreshserviceCategory: IT Service ManagementUsers can now find audit logs for the below additional scenarios:When requestors are added or removed from a requestor group When agents or requestors account access is blocked or unblocked When an agent or requester is associated or disassociated with a department from the ‘Departments’ settings page.Note: For an MSP account, ‘Requester’ is called ‘Contact’ and ‘Requester Group’ is called ‘Contact Group’. Status Page now generally available with major enhancementsCategory: IT Operations ManagementTrial customers will now be able to access the Status Page which is now generally available to all Pro & Enterprise customers. The Status Page enables users to update customers and other end-users by displaying the status of their services from within Freshservice. Its general availability comes with two significant enhancements: Scheduled Maintenance: Users will now be able to intimate their end-users in advance about scheduled maintenance, reducing frustration and surprise when the service is temporarily unavailable. This enhancement will help set clear expectations about when the maintenance will occur, how long it is expected to last, and what services or features will be affected. By proactively informing end-users about an upcoming maintenance window, users will be able to gain their trust and confidence while projecting a reliable brand image.Incident creation revamped: Users can now benefit from better user experience while creating an incident in their Status Page. Enhancements include: Rich preview of status page in the side panel Support for canned responses for quicker, more standardized  updates Published incidents have a uniqueStatus Page Incident ID Contextually richer UI Alerts now available in global searchCategory: IT Operations ManagementAgents will now be able to search for alerts based on specific keywords in the alert content. They will also be able to filter the search results based on the same parameters. When a user starts typing the keyword in the global search, the tool will display matching alerts in the results. Plus, they will see the top 3 matches based on relevance in the search results in a section dedicated to alerts.Note: A user will be able to view alerts search results only if they have at least view permission for Alert Management for that workspace. Prometheus now available as an OOTB integrationCategory: IT Operations ManagementUsers can now ingest alerts from Prometheus, a powerful open-source monitoring and alerting toolkit, into Freshservice using the new out of the box integration. With this enhancement, users will be able to consolidate alerts within Freshservice, benefit from noise reduction, conditional conversion to incidents, and automatic routing to agent groups, helping reduce the Mean Time to Resolve (MTTR).More details here. Asset Auditing Enhancements Category -   IT Asset ManagementIntroducing new asset auditing capabilities to empower efficient asset management. Enhanced Asset TrackingAdmins can now track assets created and updated by specific users or sources with the addition of new asset fields. Created by and Last updated by (Source) -  Specifies a source that created or last updated an asset.  Some of the sources include Discovery Agent, Discovery Probe, SCCM Probe, Jamf, Chrome Connector, Cloud Discovery apps, and Workflows.Note: SCCM Probe is now introduced as a new source for asset creation and updation.  Created by and Last Updated by ( User ) -  Specifies the user that created or last updated an asset. Granular Activity LogsCapture precise activity logs at a granular level to track sources for asset creation and updates. Discovery Agent, Probe, Intune, Autmox, Jamf, Device42, Chrome Connector, Cloud discovery apps etc, will be tracked as separate sources in activities instead of System as a default asset source. Updates from integrated apps like Intune, Automox, Airwatch via API key will now specify the accurate source,  instead of being classified as user-based updates in the activity logs. Execution of workflows and specific actions on an asset will now be systematically tracked in the activities log. Comprehensive Asset ExportExport all new asset fields introduced, including Usage Type, Created at, and Last updated by for auditing purposes. Improved Reporting and FilteringUtilize the newly introduced fields seamlessly in reporting, filters, and group by functionalities to gauge your asset management processes. Source-Specific Asset AutomationTailor workflows to perform actions automatically when assets are created or updated from designated sources such as Discovery Agent, Probe, Intune, Automox, Jamf, Device42, Chrome Connector, and Cloud discovery apps. API Enhancement Admins can now access these new additional read-only asset fields, Created by and Last updated by (Source), Created by and Last Updated by ( User ) in the API responses for more robust integration with external systems. Quick access to view cloud assetsCategory:  IT Asset ManagementThe Cloud Inventory page empowers users with a comprehensive view of their discovered cloud assets, accessible with just a single click. With the improved cloud inventory page now mirroring asset management features of the inventory page, users can effortlessly:View and manage cloud assets better. Create and save customized cloud asset views for quick access to a filtered set of assets. Access and explore curated reports for deeper insights into cloud assets.Workflow Execution log enhancements Category -  AutomationAdmins can now troubleshoot workflow issues faster by using the search feature and the workflow ID ( unique identifier) in the execution logs.Optimize Project Lifecycle with Agile MetricsCategory: Project ManagementUsers will now be able to easily optimize project lifecycle end to end. With critical agile metrics like cycle time, lead time (to name a few) available in Project Analytics, organizations will be able to identify bottlenecks, increase project and team productivity and take informed corrective decisions. More details here.Note: Agile metrics in Project Analytics will be available by Jan 31, 2024. Automatic Document GenerationCategory: Freshservice for Business TeamsAdmins can choose to enable document templates to be auto-sent to the requester without approval for an employee if all merged fields are present.This is possible now with a toggle, ‘Automatically send documents to the requester’ that can be enabled right when the admin creates a Service Catalog item with a document template. Attachment type field in Onboarding formCategory: Freshservice for Business TeamsAdmins can now add a file attachment field in the employee onboarding forms. This allows easy uploading of documents from the involved stakeholders such as the reporting manager, hiring manager, newly hired employee, etc during the onboarding process. Authorization for Virtual Agent providing PDF documents directly in SlackCategory: Freshservice for Business TeamsAgents can now share PDF documents directly in Slack chats by granting the relevant authorization within Slack. This authorization allows virtual agents the necessary permission to securely share PDF documents within Slack. This streamlines the delivery of document-related service requests directly within Slack workspace. Mobile On-Call ManagementCategory: MobileAgents can now conveniently access their on-call shifts by tapping the profile or More icon, ensuring ease of use and the ability to view schedules on the go. Note: This enhancement will be available before the end of January 2024 and requires app updation. Important updatesReminders for upcoming upgrades and deprecationsMore details here Bug FixesThese were the product defects detected, and they have now been fixed.In the Dark theme, the text with hard-coded black color or specific color formatting was not readable with the black background. Also, the black background was reported to be too dark. Both the issues have been addressed.  iOS mobile app- There was an error on the ‘Approval Detail’ screen when the Approval was initiated by a workflow.  Android mobile app- Push Notification not shown for non-primary workspace actions. Text fields for assets with date values were parsed into date formats in the Asset Activity log. Improved the efficiency when exporting a large number of assets by reducing the processing time.  “Feature is no longer accessible” error was shown to some agents when they tried to add/ edit dashboards that were shared with all the agents in the account. Business agents were shown in the agent dropdown of IT workspaces even though business agents cannot be assigned tickets in IT workspaces. When a service item dependent field was used in a custom object, any change to the dependent field was affecting the custom object field. This is fixed now by enhancing the dependent field for service items. An error was being thrown when a child service item that has a mandatory field wasn’t used while creating a service request for parent service request.

Related products:Freshservice

Freshchat Release Notes - December 2023

New Features and Enhancements   Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All Below features and enhancements are available to all customers from December 30, 2023.  Slack Integration with FreshchatUnify sales, marketing, and support for a 360° customer view. Automatically sync conversations between Slack and CRM to streamline communication and have contextual discussions.More details here.  New telephony integrationsIntegrate Freshchat with your Five9, Amazon Connect, and Dialpad accounts. Manage all customer conversations, across channels, in one unified inbox.More details here. Enhanced Inbox ViewsAgents can now create custom views based on date fields.More details here. Conversation PropertiesCreate a category and add multiple sub-categories for a conversation. You can create up to three levels of dependent fields for a conversation.More details here. Inbox table viewReview conversations and manage assignment, status, priority, and other properties for conversations.More details here. The enhanced contacts import experienceImport contacts easily with the improved and guided flow. These settings can be accessed from the Contacts page and the Admin page.More details here. Upcoming Features and Enhancements Check them out here!   Bug fixesThese were the bugs detected and they’ve now been fixed. Team Inbox bugsIncorrect alignment of the Save and Cancel buttons on custom views in the team inbox in other languages. Pre-filled canned response content appears in the thread editor while viewing Forwarded Threads. Additional Salesforce contact details are visible on the Apps section. Content misaligned in the Canned Response pop-up window in team inbox.Admin experience bugsConversations were not assigned by IntelliAssign despite the agent being online and having the capacity.API bugsAfter converting a chat to a ticket from Freshdesk API, and updating Agent details, chat widget in Freshdesk accounts did not reflect the updated Agent and status details. The order of fields while creating a ticket from Freshdesk API keeps changing for Agents.Bot builder bugsCloning of bot versions with translations causes errors due to missing values in nodes. Failure to create new flows on existing bots. Pagination issue causes misalignment of the Q&A list. Lengthy user queries truncate the Unanswered section in the Natural Language screen. Bot conditions with numeric values fail due to data type mismatch. Duration drop-down on the Conversation Settings screen displays empty values if the specified duration exceeds the current existing hour limit. Custom properties fail to retain the configured values when the bot is previewed. Inaccurate intent type is captured in Bot Analytics for empty flows. Dropdown options are displayed as buttons in the bot. Failure to fetch functions with single quotes in the bot.Cheers! :)

Related products:FreshchatFreshworks Customer Service Suite

Freshdesk Release Notes - December 2023

New Features and Enhancements Bug fixesNew Features and Enhancements  All below features and enhancements are available to all customers from December 30, 2023.  Freshdesk-Zuper integrationThis integration streamlines field service management, making it more efficient and customer-centric. Create jobs for your field workforce right from Freshdesk.More details here. Reporting for custom agent statusAccess reporting for agent status to get insights into how agents spend their time when they’re unavailable to assist new customers.More details here. Bug fixesThese were the bugs detected and they’ve now been fixed. Agent experience bugsUnable to export tickets from ticket list view page. Text editor in discussion threads is distorted while updating the message.  Send and Drop-down buttons on the Thread editor remain enabled after the message is sent. Buttons in Threads editor misaligned after message is sent. Send button status on Threads remains unchanged after API call fails. Unable to send messages on Threads when an agent closes the Thread window. Failure to export multiple account data.Language bugsWhatsApp utilization charges are not accessible in the default English language.Integration bugsDuplicate contacts and accounts are created in Salesforce-Freshdesk integration on ticket creation.Admin experience bugsMismatch of Collaborator seat limit causes incorrect collaborator reactivation. Mismatch of Field Service Management (FSM) seat limit causes incorrect reactivation of FSM agent seat. Agent creation from Customer Support Suite account with deleted contact fails to sync in Freshdesk. Unable to access Average Handle Time (AHT) stopwatch export activities for specific dates. Error while updating ticket fields with values containing extra spaces via API. Emails triggered to deactivated agents on ticket creation. Failure to sort solution articles within a folder.  Line breaks are not retained in Canned Response.Dashboard bugsAgent dashboard displays zero tickets due to an extensive list of groups.Automation bugsEmail property missing when automation rule is used for creating new tickets. Automation rules trigger emails to deactivated agents.Cheers! :)

Related products:FreshdeskFreshworks Customer Service Suite

Introducing the Freshchat-Slack integration!

Experience a new level of collaboration – agents can now seamlessly work with cross-functional teams in Slack without ever leaving the Freshchat instance. With this integration you can:Manage customer interactions and internal collaboration in one place, eliminating tool-switching. Automatically sync conversations between Slack and Freshworks for streamlined communication Stay informed with timely updates and receive immediate alerts in your Slack channel for real-time collaboration. Amplify support team productivity by collaborating within Slack.Seamless collaboration has never been easier!  Operational benefits:As an admin, here’s how you can empower your agents with this integration:Effortless Collaboration: Empower your agents to effortlessly gather context from cross-functional teams, resolving customer issues faster. No need to switch tabs – collaboration happens seamlessly within Freshchat. Improved Productivity: Break down silos and unite distributed teams with effortless collaboration. Enhance productivity and keep your team on top of customer issues. Faster Customer Responses: Seamless collaboration provides your agents with the tools they need to access information faster, streamlining the process of responding promptly to customer queries. Important links:Check out the solution article to learn more! 

Related products:FreshchatFreshworks Customer Service Suite