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New Features and Enhancements

 

Unified Customer Record (UCR) for Freshdesk Omnichannel

You can now provide more personalized support with a 360-degree view of your customers. UCR, powered by Neo, unifies customer data across Freshdesk Support Desk, Freshchat, and Freshdesk Contact Center. 

More details here.

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Contextual support with custom objects in Freshdesk

Enable your agents to get full context on tickets right inside the Tickets page without struggling to fetch data from multiple tools.

More details here.

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Freshdesk Omnichannel agent status - Early Access Program

With status types, you can quickly see how much time your team spends on work-related tasks versus breaks. Custom agent statuses help you understand how agents spend their time when they’re unavailable for automatic ticket assignment.
More details here.

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Bug fixes

 

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

  1. The default form title was not translated into the selected language.

  2. The agent portal dashboard displayed the same product name twice.

  3. Customers were unable to save a contact number with special characters.

  4. The agent name was not updated in UCR when the contact was created from Freshdesk.

  5. Deleted contacts in Freshdesk were not updated when the same email was associated with a Chat visitor.

  6. When an agent was converted to a contact, the details were not updated in the account.

  7. Notes did not get merged as expected when two contacts were merged.

  8. The Solutions category was misplaced in the Knowledge Base portal.

  9. Customers were unable to upload videos to the Solutions page.

  10. Customers were unable to open Multiple forms when the form was in a non-English language.

  11. There was an issue with redirection in the customer portal.

  12. Customers were unable to create Canned responses when the language was set to Czech.

  13. Auto-recharge for bots was triggered multiple times for a few customers.

  14. There were UI flickering issues when customers hovered their mouse over the ticket timeline on the Contact/Company details page.

Cheers! :)

Great set of updates! It would be great to have Unified Customer Record (UCR) for Freshdesk Omnichannel to all, not just new signups. We set up omnichannel just few months ago.

-Rauno

We have multiple customers with Omnichannel Pro and we need these enhancements to be implemented on your instance, not just on new signups.

 

  • Jordi Ll.

What about all the other bugs that remain unfixed after months and years?

Hey Rauno and Jordi,

We'll be starting migrations for UCR by cohorts in Q4. We will reach out with more information when we’re ready to start.

Hi @subhikshaa.ganesh!

The Q4 is starting, so I just wanted to ask if this is still on schedule? Has there been any delays or should we expect to hear from you soon?

Hi @subhikshaa.ganesh!

The Q4 is starting, so I just wanted to ask if this is still on schedule? Has there been any delays or should we expect to hear from you soon?

Hello @RaunoRantanen , this has been delayed by a quarter. We'll be doing on-demand as well as bulk migrations from Q1 2023. 

Hi again @subhikshaa.ganesh!

New year and new quarter has come, so I would love to hear some info about the upcoming schedule!

-Rauno

 

@subhikshaa.ganesh 

Hi! Seems that my @ didn’t work on my previous reply. How about now?

Hi @subhikshaa.ganesh 

We have now passed the halfway point of the next year and we still do not have Unified Customer Record. What gives?

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