New Features and Enhancements
All Below features and enhancements are available to all customers from June 30, 2023.
Date-time format auto conversion in Freshdesk
Customize the date and the time format for every agent under agent portal settings. The date-time format is updated automatically when you set the global language for your helpdesk.
More details here.
HTML code editor for email notifications template in Freshdesk
Customize the outgoing email template for every type of email notification by adding the HTML & CSS code to the email notifications template.
More details here.
Google Analytics 4 upgrade impact on Freshdesk apps
On July 1, 2023 all standard Universal Analytics (UA) properties have stopped processing data. It's critical to migrate UA property settings to Google Analytics 4, or you will begin to lose data.
More details here.
Harvest app auth changes in Freshdesk
Harvest is deprecating V1 APIs completely by end of 2023 and will only support V2 APIs. V2 APIs require 2FA and will not work with Basic Auth. Please switch to 2FA and update the Harvest app for continued usage.
More details here.
Ticket filter in iOS Freshdesk App
Filter tickets on the iOS mobile app on the fly. Use default filters or custom drop-down fields to search for specific list of tickets.
More details here.
Bug fixes
These were the bugs detected, and they’ve now been fixed.
- Single line & multi-line text fields were not retained on archiving the ticket.
- Ticket creation time was displayed incorrectly when an agent tried to merge two tickets.
- Contacts import email delivery failed when the profile language was non-English.
- Canned responses failed to load for agents on the tickets page when many canned responses were configured.
- The ‘Merge’ button was not visible in the Parent ticket.
- Agents were unable to log in using SSO in sandbox accounts.
- Customers were able to toggle ON the Freddy AI features multiple times when logged in from different browsers.
- Average Handling Time (AHT) was enabled in the production account when customers tried enabling other features in the sandbox account.
- The time of ticket creation was displayed wrongly due to daylight saving savings time.
- There was a mismatch in the data displayed in the dashboard widget and drill-down data.
- The values under the custom ticket dropdown field were not displayed in alphabetical order in the customer portal.
- The video on the threads feature was not working.
- End users were unable to log in to the customers’ portal unless the 'Remember me on this computer' checkbox was checked.
- Automation rules set up based on SLA violations were not executed.
- Attachments were not included when automation for forwarding as a thread was configured.
- The email field options (From, To, CC, BCC) were not visible when customers tried to forward a thread.
- The First Response Due tag was not shown on tickets even though the first response time was breached.
- The help widget did not load properly on the customer portal.
- There were issues with the images in the signature when printing the ticket.
- Tickets were assigned to agents who only had view access.
Cheers!