New Features and Enhancements
| All features and enhancements below will be available to all customers from July 31, 2024. |
Freshdesk-Playvox integration - Will be available from Aug 19, 2024
Manage workforce effectively, boost agent productivity, and streamline daily support operations with the Playvox app for Freshdesk.
More details here.
Sentiment Enhancements
Enable agents to better prioritize ticket volumes while giving admins control over defining thresholds for negative, neutral, and positive sentiments.
More details here.
PowerBI Connector App - Will be available from Aug 19, 2024
Use this app to create and use advanced statistical metrics by exporting your Freshdesk analytics data into PowerBI.
More details here.
Customizable Sidebars
Agents can now rearrange user properties in the sidebar based on frequency of usage. This will ensure that most relevant information is easily available while resolving customer queries.
More details here.
New Fair Usage Policy (FUP) limits for outgoing emails
Depending on the plan, new limits (ranging from 100 to 500) define the maximum number of outgoing emails per hour to enhance security.
More details here.
Upcoming Features and Enhancements
| All features and enhancements below are coming soon to customers. |
Automations for Collaborators
When a collaborator performs an action, such as replies to a ticket, ticket status will now be automatically updated and automations can be applied.
Bug fixes
These were the bugs detected, and they’ve now been fixed.
Agent experience bugs
- Freddy icon is broken in the solution article suggestor section.
- Contact details disappear while using the ticket template for creating a new ticket.
- Incorrect number of tickets displayed in the pagination in the Ticket List view.
- Values of custom ticket fields are reset in the Ticket List view.
- Agents are able to access tickets of other agents in the same organization.
- Freshdesk Home page is broken when an agent tries to access the URL of an already logged-in session.
- Attachments from Canned Responses are missing in Ticket Templates.
- Broken folder icon is displayed on the Freshchat widget while updating or removing the folder icon.
- Inline images are not clickable in forums/tickets in Marina theme portal.
- Unable to open ticket templates in a new tab as the URL points to old helpdesk URL.
Solutions/Knowledge Base bugs
- Unable to add Wistia videos on Solution Article editor.
- The draft solution article link incorrectly redirects to customer portal URL after login.
- Forum Topics with visibility set to "Companies" are missing in the search results.
- Solution article incorrectly displays deleted and new attachments after publishing.
- Font inconsistencies were observed in solution articles on the customer portal and agent portal.
- Unable to search and map folders while editing article properties.
Language Bugs
- Survey sent in Finnish language even when customer's default language setting is English.
- Incorrect display of section fields in ticket fields on translated pages.
Admin experience bugs
- Get API call fails with upper case or special character tags.
- Additional space is added when updating the contact with a dot using Contact Update API.
- Error while editing SLA Policy with deactivated agents and collaborators.
- Unable to add company fields with custom URLs as a parameter.
- Deleted portals are displayed on the portal list page even after removing them.
Automation bugs
- Scenario automation actions are not loaded in Ukrainian language.
- Round-Robin ticket assignment fails to distribute tickets evenly.
Analytics and Reports bugs
- Mismatch between actual number of agents and displayed group members in Reports.
- Average next response time metrics are not captured on the reports for tickets from social channels.
Cheers!