New Features and Enhancements
All Below features and enhancements are available to all customers from May 30, 2023
GPT-based enhancements to Freshdesk
Introducing three new Freddy AI features for your Freshdesk account. Enable agents to be more productive with the use of generative AI.
Threads in Freshdesk
Enable your agents to have focused discussions on a ticket without polluting the main conversation pane to resolve complex issues faster.
Track outbound email failures in Freshdesk
Proactively track any outbound email failures for your Freshdesk account via in-app and email notifications.
Simplified data export in Freshdesk
Agents can now export tickets, contacts, companies, or even granular account data in easy steps and access it anytime, from a centralized window, within Freshdesk.
Ticket filter in Freshdesk app
Filter tickets on the mobile app on the fly. Use default filters or custom drop-down fields to search for a specific list of tickets.
Bug fixes
These were the bugs detected, and they’ve now been fixed.
- Customers were unable to toggle the Chat settings on/off from their Omnichannel account.
- There were a few missed translations for the Lithuanian language in the customer portal.
- There was an issue with the Czech translation of the information in the Quoted text.
- When customers tried to add values to the ticket field 'Issue Category L1', random error messages were shown.
- A few customers were unable to use ‘Sort by due date’ as it was not enabled for them.
- When customers clicked on a heading from the Table of Content in the Freshdesk KnowledgeBase, they were redirected to the wrong heading.
- The first comments on a Facebook post did not get appended to the ticket.
- The login page was shown again after users logged in as customer.
- The requestor language was set to Catalan by default when a few customers tried to sign up and raise tickets via the portal.
- The ticket list view UI broke when customers hovered over the status field.
- When customers moved to the next page in ticket list view, the tickets were displayed in the wrong order.
- The customer portal showed an error when customers tried to access it.
- Tickets were generated in English even though Freshdesk and Freshdesk Contact Center languages were set to German.
- Customers were unable to format text in the email notifications editor.
- Agents were unable to download the export file.
- The Facebook page was not loading for a few customers.
- There were issues with German translation on the customer portal.
- There were issues with scenario automations set up by customers.
- Customers were unable to install the Slack app within Freshdesk.
- The time log functionality was not working for customers who had set their profile language to Arabic.
- The response choices were not in order after reordering the custom field choices.
- The timezone was incorrect for Egypt and Mexico City customers due to Daylight savings.
- Account Exports icon was not shown in Admin page for supervisors.
- Customers were receiving multiple emails regarding ‘Freshdesk custom mailbox error - Unexpected error.’
Cheers!