Freshdesk Release Notes - March 2024

Upcoming Features and Enhancements

Exclude tickets from list view easily

You can exclude specific tickets from ticket view easily with a new filter added to the default and custom filter menu.

All-new Analytics Homepage

An all-new homepage for a seamless user experience with easy access to reports, trash, and an option to favorite reports and widgets.

Multi-schedule Reports

Schedule the reports to be delivered to multiple stakeholders at different frequencies without the need to clone reports.

Custom metrics shortcuts in Analytics 

Create custom metrics effortlessly from within the respective reports without the need to constantly navigate back and forth.

Bug fixes

These were the bugs detected, and they’ve now been fixed.

Agent experience bugs

1. Article preview fails to load in the secondary portal.
2. Customer profile link on the portal fails to load.
3. Failure to reply to tweets due to cache refresh while adding a new Twitter handle.
4. Resolution SLA on Omni dashboard displays number instead of percentage.
5. Deactivated agent on the Freshdesk instance is not replicated on Chat within the Omni account.
6. Survey responses incorrectly display analytics for merged tickets.
7. Ticket replies create new tickets due to ticket ID removal.
8. Emails are sent despite exceeding the maximum attachment limit.
9. Ticket list page includes deactivated agents and displays incorrect agent count within Groups.
10. Agents retain access to To-Do tasks in the Dashboard despite Group changes.
11. Mismatch between Arcade Badge Names and Images.

Automation bugs

1. Failure to execute automation rules for events with advanced CSAT setup.
2. Automation rule incorrectly assigns tickets to deactivated agents.

Integration bugs

1. Unable to navigate to the Onedrive login page with Freshdesk-OneDrive integration.
2. Incorrect display of animation in SurveyMonkey despite having no data in the server.

Admin experience bugs

1. Improper display of buttons on the Knowledge Base page.
2. Unable to view Omni dashboard for custom roles with analytics privilege.
3. Billing page shows an incorrect number of Trial days.

Translation bugs

1. Incorrect translations displayed for contact fields.

API bugs

1. Company field creation fails via API call.

Cheers!