Upcoming Features and Enhancements
| All below features and enhancements are coming soon to customers. |
Automations for Collaborators
When a collaborator performs an action, such as replying to a ticket, the ticket status will be automatically updated and automations can be applied.
Sentiment Report (Freddy Copilot)
Leverage sentiment reports to analyze trends in customer sentiment and gather valuable insights to refine support processes.
Customizable Sidebars
Rearrange user properties in the sidebar based on frequency of usage. This will ensure that the most relevant information is easily available while resolving customer queries.
Custom date fields as filters
Create custom date fields and use these date fields to filter tickets based on dates.
Aggregated exports in Ticket Lifecycle Report
Get a detailed breakdown of the time spent on each ticket, by status on the Ticket Lifecycle Report export.
Bug fixes
These were the bugs detected and they’ve now been fixed.
Agent experience bugs
- Unable to send outbound emails using email template.
- Forwarding template option missing in Agent Reply template.
- Ticket subject truncates if the subject is modified.
- Captcha verification is broken for API verification in Profile Settings.
- Proactive Email setup fails due to missing Proceed button.
- Incorrect behavior in custom drop-down creation in contacts & companies.
- Ticket filtering fails for tickets created with tags.
- Unable to rearrange columns in Ticket list page when Group/agent column is added.
- Ticket fields mapping mismatched in Ticket View list.
- Custom roles with edit ticket properties fail to update.
- Incorrect message displays in ticket activities when agent is deactivated.
- The update button on the Ticket List page remains enabled even when no changes have been made to the tickets.
- Scorecard widget in the custom dashboard displays incorrect values for tickets associated with the default product.
- Translations missing in canned forms.
Automation bugs
- Forwarded ticket actions via automation are not associated with the appropriate email address.
Integration bugs
- Hootsuite integration with Freshdesk fails.
- Login into Freshdesk in Hootsuite fails.
- Incorrect user name displays in Microsoft Teams when a note is added.
- Google drive link fails to open in Freshdesk ticket list view page.
Admin experience bugs
- Issue with assigning primary global email in Email setup page.
- Incorrect behavior in groups while adding deactivated agents to groups via API.
- Unable to add new collaborators via tagging in discussion threads.
- Incorrect mapping of agent licenses in Freshdesk on CSS account.
Cheers!