New product offering
Freshworks Customer Service (CS) Suite
Elevate customer service with AI-first experiences. The Freshworks CS Suite is an AI-powered solution for seamless customer service, conversational interactions, and comprehensive ticket management.
More details here.
New Features and Enhancements
| All Below features and enhancements are available to all customers from July 30, 2023. |
Freshworks Customer Service Suite - Unified Dashboard
Get real-time analytics of your support service across Freshdesk, Freshchat, and Freshcaller. Use the unified dashboard effectively to monitor agent availability, track ticket volume, gauge SLA performance, and take quick actions to ensure superior customer service.
More details here.
Freshworks Customer Service Suite - Unified Analytics
A robust reporting and analytics feature that combines diverse business data from multiple products into a centralized and accessible platform. With unified analytics, gain valuable insights and analyze critical information across Freshdesk, Freshchat, and Freshcaller (add-on) – all in one place.
More details here.
Product name updates
Your favorite product names are back! We heard you, and we switched our product names to the classic versions!
- Freshdesk Support Desk → Freshdesk
- Freshdesk Contact Center → Freshcaller
- Freshdesk Customer Success → Freshsuccess
Email channel improvements in Freshdesk
1. Configure if you want a new thread to be created on subject change.
2. Reduce spam with spam detection for outgoing emails.
3. The Freshdesk mail server will be activated for new mailbox creation only if DKIM is enabled for the account.
More details here.
Deactivate agents in Freshdesk (on demand)
Customers can deactivate agents who are leaving the system, retain all the work they've done, and honor their contributions.
More details here.
API for reporting on AHT (on demand)
We are providing individual timers for events (start, pause, stop) as an export which customers can connect to their BI tools for extensive reporting on AHT.
More details here.
Enhancements in threads
Agents can sort threads based on created and updated, expand the Replies and Private Note Threads editor, edit subject lines, and include signatures on Forward Threads.
More details here.
Hiding agent-based analytics (only for German customers)
To comply with German labor laws, Freshdesk admins will not be allowed to look at the performance data of the agents under a German contract.
More details here.
Increased limit for quoted text
Agents can send up to 1MB of quoted replies. Previously, they could send only up to 4 messages. This can be enabled from the admin page settings.
More details here.
Bug fixes
These were the bugs detected, and they’ve now been fixed.
- The tickets list page threw an error when customers tried to access it.
- Due to Business hours date format inconsistency, bot flow for business hours was triggered during non-working hours.
- When customers tried to open ticket exports on Excel, it threw an error.
- Automation rules like Delayed Dispatcher didn’t work as expected for a few customers.
- ‘Leave page?’ popup was displayed for agents who had configured a signature with a link in their email when they tried to open/forward a thread.
- The automation summary displayed a ‘Missing translation’ error for the subject field.
- Private notes on a ticket were visible on the customer portal.
- Facebook DM/comments were not added as note/ticket in Freshdesk.
- Hyperlinks in a solution article were displayed in the same color as the text in the customer portal.
- There was no whitespace between two threads, making them appear as a single conversation.
- An error was displayed when customers tried to view a solution article logged in as an end user.
- The customer portal was slow to load for a few customers.
- custserv@freshworks.com was showing up as an agent in groups, new tickets, automations, and a few other areas, but it was not displayed on the Agent list page.
- Shared mailbox fetched personal emails.
- The ‘thread message created by’ field was not populated in the email notification sent to the tagged agent.
- A notification was triggered whenever one of the CCs in a ticket replies to the email and adds a reply to the ticket, leading to duplicate emails.
- Translations did not happen as expected in the Automations.
- When an agent was reactivated, they did not receive an activation email.
Cheers!
