Enhancements
Copy changes in the discard draft pop-up
The text displayed on the buttons of the “Discard Draft” popup has been changed to "Your draft will be discarded. Are you sure? Yes|No".
Bug fixes
Fixed bug: eBay integration breakage
The eBay integration with Freshdesk wasn’t working properly. eBay messages weren’t getting converted to tickets. This is fixed.
Fixed bug: Agents were able to edit customer satisfaction rating
The customer satisfaction rating had been editable by agents in certain conditions for some accounts. This is fixed. Agents can’t modify the satisfaction rating unless they have admin privileges.
Fixed bug: Missing authorization check for agent availability status
The agent availability status had been editable by agents in certain conditions for some accounts. This is fixed.
Fixed bug: Comments added in JIRA creates a new ticket
The JIRA app sync was malfunctioning for some accounts. When agents added comments to archived tickets, new tickets would be created with the subject, description, and link of the old archived ticket. This is fixed.
Fixed bug: Duplicate ticket field values
There was a bug that allowed duplicate values for the dropdown choices on the ticket fields page. The duplicate check wasn’t being handled in the UI. This is fixed.
Fixed bug: Date field validation in ticket form isn't working properly
When there is more than one mandatory date field, customers were able to submit a ticket by entering a value for the first date field and leaving the rest of the date fields empty. This is fixed.
Fixed bug: Agents received ‘notify to’ emails for private notes
The agent assigned to a ticket would receive email notifications for private notes even when the note wasn’t set to notify. This was the case when the requester for a ticket is the same as the agent adding a private note. This is fixed.
Fixed bug: Agent collision doesn't work when the agent name has certain accents in it
When an agent name had certain accents, agent collision didn't work both ways for some accounts - i.e., the agent couldn’t see others viewing tickets, and others couldn’t see this agent viewing tickets. This is fixed.
Fixed bug: Agent group details (in sandbox accounts) weren’t getting deleted during sync
Details of agent groups deleted in the sandbox account weren’t syncing properly with the main account. The associated agent group details weren't getting deleted. The same error was occurring during the deletion of skills. This is fixed.
Fixed bug: Table borders not showing up in reply editor
Table borders would disappear if tables were added as part of canned responses - even though borders appeared in the canned response previews. This is fixed
Fixed bug: Notifications visible even when disabled
Although the “new ticket created” notification was switched off (Admin → Email Notifications → Requester Notifications), the message “The contact will receive an email about this ticket. This notification can be disabled from Admin → Email notifications” was shown. This is fixed.
Marketplace apps
Support/Group based Signature app: Agents can use dynamic signatures based on the support email to which the ticket is received or based on the groups to which the ticket is assigned to.
Email Tracking: Monitor which clients are active email users and with metrics, see what fuels their engagement.
Twilio Plus: With Twilio Plus, whenever a customer sends an SMS to a service representative, highlighting a query, it is automatically sent to the Freshdesk database as a ticket.
SendSafely: Attach large files up to 10GB to any Freshdesk ticket and ensure the privacy of your files with end-to-end encryption.
Awaken Translate: Real-time conversational, bi-directional, voice and text translations that help you respond in your customers' native tongue in Freshdesk.
Cheers