PRODUCT UPDATES:
Introducing Freshdesk Support Desk<> Injixo integration to revolutionize Workforce Management
Unforeseeable events, seasonal patterns, multiple channels, and staffing issues significantly impact your SLAs. The Injixo integration enables you to forecast, schedule, monitor performance in real-time, and track and analyze KPIs. Manage your workforce smartly, strike the right balance between your team and customers.
Read more
Extend Freshdesk Analytics capabilities with GoodData
This integration will give support managers, admins, and agents the ability to identify and predict key levers of support quality and use them to deliver better customer experiences. Users can create reports from scratch, admins can receive alerts whenever there’s a spike/drop in numbers, and more. Customers can use advanced statistical metrics, access dynamic dashboards and create custom metrics, set up benchmark performances, and set internal goals.
Read more
Bug Fixes:
These were the bugs detected and they’ve now been fixed.
-
GDPR violation: Accounts were not getting deleted and data were retained
-
Shared mailbox was not working as expected
-
Signup failure was shown in Google signup flow when precreated accounts were empty
-
Green color portal logo was shown as default in portal settings branding
-
Scroll option was shown among the ticket conversation even though it was not required
-
Wrong notes was displayed when deleting solution category/folder/article
-
Agent Availability Dashboard was not updated
-
Portal article filtering was throwing 500 error when invalid category/folder IDs were passed
SLA reminder emails were not sent -
Forward emails triggered by automation forwarded multiple times
-
There were issues in refreshing access token while exporting reports
-
Issues with contact and company's single line custom text fields named "Type" in Automation rules
-
Unable to create canned response when profile language set to Korean
-
Bot sessions consumed were not visible in the UI for some accounts
-
Ticket subject was not translating in German even if the portal language was set as German
-
First response due and resolution due was shown without date for Service task
Cheers!:)