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New Features and Enhancements

 

Dynamic section for default fields in Freshdesk

You can show the required fields for agents in ticket forms based on user input with section fields for Group & Status.
More details here.

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Freshdesk Custom Objects enhancements - Portals and Companies
Extend the custom objects functionality to your support portal. End users can raise tickets associated with a record, and agents can view/update the respective record. Support for native objects is now extended to Companies.

More details here.

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Bug fixes

 

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

  1. Ticket forms were not updated on the customer portal based on their selection for a few customers.

  2. Random tickets were shown in the default ticket view 'Tickets I'm watching' for agents.

  3. The Ampersand symbol was not displayed correctly when it was added in the ‘Account Tier’ company field on the Company details page.

  4. Customers were unable to edit the existing canned responses and add images to them.

  5. Customers were unable to add canned responses by clicking on it in the reply editor.

  6. Agents were unable to open ticket attachments at a later stage when they wanted to revisit the ticket.

  7. The translation for the password in many non-English languages displayed ‘API’, and customers were unable to edit it in the script.

  8. The feedback form was misaligned for a few customers, the size of the boxes for the Requester and the Subject didn't match.

  9. The ticket activities page captured custom field changes even when there weren’t any changes made to those fields.

  10. An error was displayed in the Solution Articles section when customers tried to preview the Portal in the Mint theme.

Cheers!

Were the last months updates? 

Hello Daniel, these are the updates for Sept 2022. You can find the updates for August month here.

Hello Daniel, these are the updates for Sept 2022. You can find the updates for August month here.

Ahh I thought as we are in October now. 

Question is more if this updates that has been released already? 

Yes, these updates are available for existing customers and new sign ups. 

Yes, these updates are available for existing customers and new sign ups. 

Thanks. 

Please fix how widely inconsistent FreshConnect’s integration with FreshDesk is (sidebar). The notification ‘read’ system doesn’t really work and difficult to make it go away. Clicking the link generated from the FreshConnect email “Join the discussion now” rarely takes you to the actual ticket/discussion. I’m often having to manually refresh ticket page or forced to go to FreshConnect website in order to actually use it. We’re seeing these issues across our team.

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