New Features and Enhancements
| All below features and enhancements are available to all customers from December 30, 2023. |
Freshdesk-Zuper integration
This integration streamlines field service management, making it more efficient and customer-centric. Create jobs for your field workforce right from Freshdesk.
More details here.
Reporting for custom agent status
Access reporting for agent status to get insights into how agents spend their time when they’re unavailable to assist new customers.
More details here.
Bug fixes
These were the bugs detected and they’ve now been fixed.
Agent experience bugs
- Unable to export tickets from ticket list view page.
- Text editor in discussion threads is distorted while updating the message.
- Send and Drop-down buttons on the Thread editor remain enabled after the message is sent.
- Buttons in Threads editor misaligned after message is sent.
- Send button status on Threads remains unchanged after API call fails.
- Unable to send messages on Threads when an agent closes the Thread window.
- Failure to export multiple account data.
Language bugs
- WhatsApp utilization charges are not accessible in the default English language.
Integration bugs
- Duplicate contacts and accounts are created in Salesforce-Freshdesk integration on ticket creation.
Admin experience bugs
- Mismatch of Collaborator seat limit causes incorrect collaborator reactivation.
- Mismatch of Field Service Management (FSM) seat limit causes incorrect reactivation of FSM agent seat.
- Agent creation from Customer Support Suite account with deleted contact fails to sync in Freshdesk.
- Unable to access Average Handle Time (AHT) stopwatch export activities for specific dates.
- Error while updating ticket fields with values containing extra spaces via API.
- Emails triggered to deactivated agents on ticket creation.
- Failure to sort solution articles within a folder.
- Line breaks are not retained in Canned Response.
Dashboard bugs
- Agent dashboard displays zero tickets due to an extensive list of groups.
Automation bugs
- Email property missing when automation rule is used for creating new tickets.
- Automation rules trigger emails to deactivated agents.
Cheers! :)