New Features and Enhancements
| All features and enhancements below will be available to all customers from May 31, 2024. |
Salesforce Connector App
Sync contacts, accounts, and custom objects between Salesforce and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.
More details here.
Dynamics CRM Connector App
Sync contacts, accounts, and custom objects between Dynamics CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.
More details here.
Pipedrive CRM Connector App
Sync contacts, accounts, and custom objects between Pipedrive CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.
More details here.
Snowflake Connector App
Sync contacts, accounts and custom objects between Snowflake and Freshdesk. Push reporting data into the Snowflake Warehouse.
More details here.
Azure AD Connector App
Create and manage agents from within the Azure AD portal, simplifying user management in Freshdesk.
More details here.
Connector Apps Billing Improvements
Simplifying the process of purchasing Connector App tasks directly from the billing page for Freshdesk with an improvement to the billing interface.
Exclude tickets from the list view easily
A new filter added to the default and custom filter menu makes it easy to exclude specific tickets from the ticket view.
More details here.
Upcoming Features and Enhancements
| All below features and enhancements are coming soon to customers. |
Bulk Actions enhancements
You can now make bulk updates to all custom fields and ticket search results.
Freddy Usage Report (Freddy Copilot)
Freddy can empower admins to evaluate agents' productivity through Freddy's usage metrics.
Insightly CRM Connector App
Sync contacts, accounts, and custom objects between Insightly CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.
Copper CRM Connector App
Sync contacts, accounts, and custom objects between Copper CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.
Capsule CRM Connector App
Sync contacts, accounts, and custom objects between Capsule CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.
Zoho CRM Connector App
Sync contacts, accounts, and custom objects between Zoho CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.
Hubspot CRM Connector App
Sync contacts, accounts, and custom objects between Hubspot CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.
Sugar CRM Connector App
Sync contacts, accounts, and custom objects between Sugar CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.
FullContact Connector App
View customer contact details in FullContact when you create a contact in the Suite.
ZoomInfo Connector App
View your customers' company information created from ZoomInfo on the Suite.
Google BigQuery Connector App
Sync contact, account, and custom module data between Google BigQuery and the Suite. Export your analytics data into Google BigQuery.
PowerBI Connector App
Use this app to create and use advanced statistical metrics by exporting your Suite data into PowerBI.
Amazon Redshift Connector App
Sync contact, account, and custom module data between Amazon Redshift and the Suite. Export your analytics data into Amazon Redshift.
Changes to the Freshworks sub-processor list
We will be removing the ‘Sumo Logic’ sub-processor from our list. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures. Write to us at support@freshworks.com if you have any questions about this update.
More details here.
Bug fixes
These were the bugs detected, and they’ve now been fixed.
Agent experience bugs
- The CSAT survey icon is displayed incorrectly in the Time Triggers automation rule if the Advanced CSAT feature is enabled.
- Reply window with public notes incorrectly displays @mention placeholder.
- When tickets are forwarded between two portals, customer replies to the ticket are incorrectly captured as private notes.
- Agent details are missing in Show Activities when multiple agents work on the same ticket.
- Incorrect display of parent ticket displayed in tickets even when Parent-Child feature is disabled.
- Ticket export fails if tickets dependent fields with levels 2 and 3.
- Call notes added are missing in the converted tickets.
- Activity export is deactivated during currency change.
- Incorrect display of Chat widget for agents even if the Chat channel is disabled for the agent.
Admin experience bugs
- Unable to send outbound emails if dynamic fields are made mandatory in the Group section.
- Old CSAT surveys are triggered if the signature placeholder is used despite enabling Advanced CSAT feature.
- Unable to update an agent’s access permissions from Group to Global.
- Agent creation fails despite having the required agent count seats.
Automation bugs
- Ticket automation rule fails to assign tickets if the agent and contact are the same.
- Ticket Update automation rule fails to run if additional spaces are identified in the keywords to match.
- Automation rules are skipped for tickets with deactivated agents as requesters.
- Unable to update an existing automation rule if dependent fields are added as conditions.
Language Bugs
- Incorrect language displayed on the customer portal while selecting Portuguese as the helpdesk language.
Integration bugs
- Agent replies on WhatsApp tickets violate the 24-hour reply window policy.
Cheers!
