New Features and Enhancements
| All below features and enhancements are available to all customers from January 30, 2024. |
Sentiment Analysis (Freddy AI)
Easily understand what your customers are experiencing emotionally with sentiment analysis and prioritize conversations that require human touch and empathy.
More details here.
Solution Article Suggester
Empower your agents to send faster & accurate responses with Freddy powered recommendations from the kbase — now with details on confidence score and user visibility.
More details here.
Upcoming Features and Enhancements
| All Below features and enhancements are coming soon to customers. |
Exclude tickets from list view easily
A new filter will be added to the default and custom dropdown menu of filters so customers can exclude specific tickets from their ticket view easily.
Bug fixes
These were the bugs detected and they’ve now been fixed.
Agent experience bugs
- New ticket email notification is sent to the deactivated agent.
- Incorrect ticket count is displayed when custom fields (drop-down) are used.
- Tickets remain visible to agents in the ticket list view even after agent removal.
- The ticket list page displays agent list in incorrect order when the deactivated agent is present.
- Failure to create a Freshdesk ticket from Slack personal chat with an external user.
- Freddy insights section is visible under the Ask Freddy option in the role settings page.
- Ask Freddy option is missing from the left navigation even when Freddy copilot is enabled.
- Thread creation fails if canned responses are added with an attachment.
- Unable to forward a ticket via Threads that has multiple attachments.
- Inconsistent timezones displayed in Threads.
- Agents observed inconsistent behavior while selecting checkboxes on the Agent role configuration page.
Language bugs
- Incorrect language is assigned for users signing up via SSO.
- Translations are not applied to Ticket Forms in the Help Widget even after the correct locale setting.
Automation bugs
- Automation rule does not execute all conditions and fails to update tickets.
- The skill creation page does not display custom sources, even if they are allowed via the API.
- Incorrect ticket preview summary displayed while configuring time trigger rule.
Admin experience bugs
- Freshbot sessions within Freshdesk are reset incorrectly due to auto-recharge or billing update.
- Canned responses are displayed incorrectly due to spaces in the canned response title.
- Assume Identity feature fails in the sandbox environment due to missing associated company details in default contacts.
- Inconsistent removal of language from Portal Settings in sccounts with portal 2.0.
- Deactivated agents appear on the Skills page when the page is filtered by groups.
- Incorrect resolution status is updated for service tasks completed within SLA.
Cheers!