New Features and Enhancements
Additional call lifecycle events in Freshdesk Contact Center
Gain deeper insights and give complete visibility into calls with additional call lifecycle events. You can now get insights into when and how a call ended.
More details here.
Parallel Calling in Freshdesk Contact Center
Make multiple calls simultaneously, have unified conversations with anyone, and get help to resolve issues faster. Agents can start a parallel conversation and switch between calls any number of times while putting the other person on hold.
More details here.
Changes to Freshworks sub-processor list
We plan to update our sub-processor list. We will be adding the following sub-processors to our list.
-
DataStax Inc
-
Sumologic
We will be removing the following sub-processors from our list:
-
Google Cloud Platform
Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. To know more about these measures, we encourage you to read our Data Processing Addendum and Privacy Notice completely. If you have any questions about this update, please write to support@freshworks.com.
More details here.
Bug fixes
These were the bugs detected, and they’ve now been fixed.
-
Day time saving was not working in Call Metrics.
-
There were Issues in appending a number to Freshdesk contact when it had more than 12 numbers.
-
Customers were not able to answer incoming calls when the call slider was open.
-
The company was not linked to an existing contact in UCR.
-
The tooltip for view contact was misaligned.
-
The text was displayed as a hyperlink when the cursor hovered in the recent calls.
-
The view contact link was not shown in the search results.
-
The company number was not getting updated in UCR after migration.
Cheers!