New Features and Enhancements
Freshdesk-Microsoft Teams integration
Bring your internal and support teams together. Manage support tasks directly on Microsoft Teams and take quick action on ticket updates, assignments, and customer replies.
More details here.
Custom metrics in Freshdesk Analytics
Create your own formulas that are unique to your business needs using any arithmetic operators on top of existing metrics.
More details here.
Freshdesk Canned Response is getting a makeover
Canned response is getting refreshed! You have an enhanced interface to download the canned responses and get a collated view of all the responses, audit, and make quick decisions to improve them.
More details here.
Reaching out to Freshdesk support just got easier!
Chat with our support from any page within Freshdesk. By clicking on the ‘Help’ icon, you can also access our product updates, Help Center, Refresh Community, and more.
Report sharing for Groups in Freshdesk Analytics
Agents and admins managing the reports can share them with Agent Groups with multiple access levels.
More details here.
Manage ticket list view with advanced date filters in Freshdesk
Agents will have the option to filter and view tickets based on date fields like Resolved date and
Closed date.
More details here.
Avoid missing tickets with an enhanced ticket list view
Agents can now choose between 30, 50, and 100 tickets per page on the tickets list view page. Avoid missing tickets and have a holistic view of all your tickets on one page with this update.
More details here.
Bug fixes
These were the bugs detected, and they’ve now been fixed.
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For contacts associated with multiple companies, the ‘Company’ field was not displayed in the New Ticket form.
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Customers using custom objects and who were logged in were unable to create a ticket with a lookup field.
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In the ticket list view page, customers were unable to set the value ‘any time’ under the ‘Closed at’ and ‘Resolved at’ filters.
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‘View all tickets’ access got reverted automatically when customers tried to save it.
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The language in the new ticket submission page was automatically set to Arabic.
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Ticket export reports were delivered to customers with a 5-hour delay.
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The ‘Most Popular article’ section in the customer portal displayed an article that was marked to be visible in another portal.
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A few customers were unable to view tickets when they applied the filter ‘Agents or Internal Agents’ with the value ‘Me.’
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Customers were unable to view tickets in the chosen secondary language.
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Customers on trial who switched from the Free to the Enterprise plan were unable to view the ‘Today’s Trends’ widget in the Dashboard.
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Customers were unable to view the custom apps installed on the top navigation bar of the Tickets page.
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While creating a tracker ticket, the content was wiped off when customers accidentally clicked outside the slider.
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An error was thrown when customers clicked the Back button from the Ticket details page.
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An error was thrown when customers clicked on ‘View more info’ in the contact details widget on the Ticket details page.
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Agents were unable to log in when the account was migrated to a new org.
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The tickets page didn’t load when customers clicked the Back button from the Kanban board app.
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End users were unable to sign up for an account from the Freshdesk customer portal.
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Customers were unable to create a contact immediately after deleting it.
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End users on the Firefox browser were unable to create tickets through the customer portal.
Cheers!