Product updates:
Out-of-the-box Freshdesk and Freshservice integration
With this native integration, your customer support teams on Freshdesk can raise incidents and service requests to internal teams on Freshservice. With a complete view of customer conversations and automated workflows, your internal teams can collaborate faster with your support team to help resolve issues -— without having to switch between tools.
Introducing all new enterprise-grade Freshdesk Analytics
Get insights faster with a comprehensive set of curated reports that help you understand ticket volume trends, customer satisfaction, and much more to take data driven business decisions. Shortly, we are bringing highcharts, interactive filters to build and modify reports with ease. You will be able to analyze reports on the go with tablet and mobile support. You can extend Freshdesk’s Analytics capabilities with the upcoming GoodData integration.
Mobile Analytics
Get the power of Analytics web experience in your mobile apps. Use the Freshdesk mobile app to stay on top of important metrics without having to leave the mobile app. You can view and search for widgets, and deep dive into specific widgets right from your mobile app. It’s available on
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Android: App version 7.3 and above
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iOS: App version 7.3 and above
Enhancements:
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New permissions to manage Agent Shifts and OOO effectively
Admins can now choose who can manage Agent shifts and Out of Office settings. These are now available as separate permissions for agent roles. For existing roles, these permissions will be enabled by default and if you are setting up a new role, you have to enable the permissions as required.
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UI/UX Improvements in Freshdesk ‘All Tickets’ page
You will be able to sort tickets in Freshdesk based on First Response, Next Response, and more. Available on Request. Also, supervisors will be able to search for an agent by name instead of scrolling manually when bulk assigning tickets.
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Improvements to the Automations module
We are making design improvements to the Automations UX to make it more nuanced and improve the overall user experience. And agents/supervisors will be able to view the email content on the ticket thread for all Automations rules that perform a send email action. This improves visibility of all communications sent to an end-user to someone reading through ticket updates.
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Users can avail the Christmas theme in the Freshdesk Support Desk mobile app
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The Freshdesk Support Desk app is now compatible with iOS15
Bug Fixes:
These were the bugs detected and they’ve now been fixed.
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Portal URL was stuck in Loading state when Freshworks Certification Management was present in the account.
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The agent portal was broken and was not loading due to certain Memcache issues.
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Whenever an account administrator was removed whose API key was linked to Freshdesk Messaging and Freshdesk Contact Center, an invalid API error was thrown.
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Salesforce<>Freshdesk was not happening properly and a 504 error was thrown.
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There was a random line appearing automatically in private notes.
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If ‘None’ was selected as a dropdown condition, the condition was not visible in the automation page.
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The Omni route page was not loading in the sandbox account.
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Placeholders were not working while sending +New emails.
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There was an error in updating start and end times in agent shifts.
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Attachments were not removed for tickets created with templates.
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Incorrect search results were displayed on the company page.
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Date fields were overlapping in the UI.
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Changes made to automation didn't work in preview before saving the changes.
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Creating a note from email failed, but in the log, it showed - "Email Processing Successful: Email Successfully created as Note!!"
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Company segment filters did not get applied for SAL policies.
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When taking a ticket export, the format automatically changes from .xls to .xlsx.
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The Notification schedule was crashing in the Freshdesk Support Desk app.
Cheers :)