Enhancements:
- 'Conversation history' for the questions that weren't handled by the bot:
Freddy bot, your smart support assistant, can help your customers instantly when they have a question. There can be situations where the bot might not have adequate resources to answer a few questions. In such cases, we're making it easy for you to quickly view the conversation and create an article on the go.
- New API endpoints for contact/company import:
You can now seamlessly import contacts from an external system using our new import endpoint. - Increased attachment limits:
Freshdesk now supports a limit of 20 MB for attachments on a ticket, incoming email and outgoing replies.
Bug Fixes:
- Hitting 'Enter' sends the reply on a ticket:
Even when the focus is outside the reply editor, hitting on 'Enter' key accidentally sends the response to the customer. This has been handled and it will be sent only when you hit 'CMD/CTRL+Enter'. - Cursor issues on forwarding a ticket:
When you're trying to forward a ticket, the cursor immediately jumped to the BCC field instead of the text area. Fixed now! - 'Adaptor rejected' error on tickets:
It occurred when the attachment limit on a ticket exceeded the limit of 20 MB. This has been handled with this release. - Login form on portal pages:
Using the login form snippet on any portal page apart from the designated login page caused an error to appear. Fixed now.
App marketplace:
- Cartloom: Connect your Cartloom account with Freshdesk and get all the details about a customer order right from your ticket page.
- Escalation email to the requester: With this app, you can now send escalation email alerts to your customers when there is an SLA breach on any ticket.
Cheers!