New Features and Enhancements
| All features and enhancements below will be available to all customers from April 30, 2024. |
The all-new Analytics homepage & enhancements
An all-new Analytics homepage for a seamless experience with easy access to your favourite reports, widgets and underlying data filters.
More details here.
Multi-schedule Reports
Schedule reports to be delivered to multiple stakeholders at different frequencies, without the need to clone reports.
More details here.
Custom metrics shortcuts in Analytics
Create custom metrics effortlessly from within the respective reports without the need to constantly navigate back-and-forth.
More details here.
Upcoming Features and Enhancements
| All below features and enhancements are coming soon to customers. |
Freshdesk-Playvox integration
Boost agent productivity and streamline your everyday support operations with the Freshdesk-Playvox integration.
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.
Agent experience bugs
- Incorrect ticket count is displayed while using the Association Type field.
- While printing a ticket, the custom field record name is displayed instead of the actual record name.
- Agents were unable to access the Power dialer option with Freshdesk.
- Watcher notifications trigger for the deactivated agent.
- Incorrect display of Chat Widget topics within Freshdesk.
- Existing Forward thread messages did not load in a Threads disabled account.
- Resolution Due by and First Response Due filters threw an error.
- Recommended features redirected to the CRM page on standalone accounts.
- When applying negative filters, special characters caused incorrect results.
- The tickets page throws an error if you’ve applied filters of a higher plan and then downgraded your plan.
- The multiple-choice dropdown search cursor was invisible at times.
Integration bugs
- Incorrect behavior of the Hide Field App results in hidden fields being displayed on the New Ticket and Ticket Email pages.
- Unable to access the Shopify app from the Marketplace.
- Multiple Surveys icon needed when using SurveyMonkey.
Translation bugs
- Priority field options are displayed in English despite having a different agent profile language.
- Default roles and descriptions are not translated while changing the profile language.
Analytics Bugs
- Agent Availability Dashboard incorrectly displays Chat and Caller agent availability.
Cheers!