Freshchat Release Notes - April 2024

New Features and Enhancements

Upcoming Features and Enhancements

Genesys app for Freshchat

Agents can make and receive calls from the Genesys widget in Freshchat/the Suite. Setup call recording, call forwarding, and more with the Genesys CTI app.

Custom modules app for Freshchat

Enable agents to view Accounts, Deals & other custom modules related to native objects from the conversation inbox in Freshchat.

Freshworks-Axialys integration

Agents can make and receive calls from the Axialys widget in Freshdesk. Set up call recording, call forwarding, and more with the Axialys CTI app.

Freshworks-Ziwo integration

Agents can make and receive calls from the Ziwo widget in Freshdesk. Set up call recording, call forwarding, and more with the Ziwo CTI app.

Dynamics CRM Connector App

Sync contacts, accounts, and custom objects between Dynamics CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.

Pipedrive CRM Connector App

Sync contacts, accounts, and custom objects between Pipedrive CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.

Snowflake Connector App

Sync contacts, accounts, and custom objects between Snowflake and Freshdesk. Customers can also push reporting data into the Snowflake Warehouse.

Azure AD Connector App

Create and manage agents from within the Azure AD portal, simplifying user management in Freshdesk.

Connector Apps Billing Improvements

We are improving the billing interface to simplify the process of purchasing Connector App tasks directly from the billing page in Freshdesk.

Changes to the Freshworks sub-processor list

Category: Security Management

We plan to update our sub-processor list. We will be adding the Cloudflare, Inc. sub-processor to our list.

You can find more details about these changes here. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures. 

Write to us at support@freshworks.com if you have any questions about this update.

Bug fixes

These were the bugs detected, and they’ve now been fixed.

Team Inbox bugs

1. Agents have observed that they are unable to enable Freddy when the Agent profile is in Arabic.
2. The tooltip text shown when hovering over the Rearrange button is inaccurate.
3. Some Agents are unable to download images from chat conversations.
4. Canned reponse dropdown is not appearing for SMS conversations.
5. Summarize conversation is enabled when multiple conversations are selected.
6. The user interface experiences issues when keyboard shortcuts are used.
7. In Firefox, clicking ‘Insert Link’ twice in an email conversation causes the UI to scroll to the top unexpectedly.

Admin Experience bugs

1. Freshdesk articles in the draft state get synced with the Freshchat bot.
2. Agents are unable to view the onboarding page after signing up.

Bot bugs

1. Incorrect display of Publish and Deploy buttons in Templates.
2. Bot preview does not show the Resolve Conversation node in the bot flow.
3. Unable to import more than 30 Freshdesk FAQ categories within the bot.
4. Unable to clone a bot flow.
5. Incorrect display of custom function names within the Function name dropdown.
6. Save and Map to Flow option missing while creating a new intent.

Cheers!