Enhancements:
Enhanced customer experience for Canned forms:
Canned forms help you to get all the necessary details you need to help your customers. Your customers' experience with the forms has gone to another level - Happy customers and agents are such a delight, Isn't it?
Sandbox:
With Sandbox, you can now test any workflow that you'd like without having to disturb your current workflow. It is a replica of your current Freshdesk setup with all rules and fields kept intact.
Bug Fixes:
- Focus on the time entry field:
When the Log time window is opened, the focus automatically shifts to the time entry field, making it easier for your agents to log time on tickets. - A bug with the Team Dashboard widgets:
When a group/product associated with a filter is deleted, the dashboard widgets break and display no information. This has been fixed now. - Time entry as 00:00
It is now possible to add 00:00 as an input in the HH:MM field - it didn't accept the value earlier. - Missing ticket links:
The unanswered tickets section didn't have the corresponding ticket IDs in the bot page. Fixed now. - Editing a canned response:
Trying to edit a part of a canned response inserted on the reply editor, resulted in losing some of the formatting. This has been fixed now. - A bug with the ticket templates:
The agent signatures went missing on adding a ticket template on the new ticket page. Fixed now.
App marketplace:
Freshdesk <-> Freshservice integration: Set rules for ticket flow and sync your Freshdesk and Freshservice accounts with ease.
Cheers!