New Features and Enhancements
| All below features and enhancements are available to all customers from November 30, 2023. |
Enhancements in Threads
Switch to a secondary display mode that will expand the entire threads panel, thus increasing the content readability and better reply formation.
More details here.
Upcoming Features and Enhancements
| All Below features and enhancements are coming soon to customers. |
Freddy AI enhancement - Suggesting solution articles
Freddy will suggest relevant solution articles (public or private) to an agent, giving them helpful details about the ticket they are handling.
Freddy AI enhancement - Ask KB
Assist agents by helping them find, access, and consume solution articles more efficiently without manually searching for the right article while customers wait for a response.
Freddy AI enhancement - Enhanced email bot
This is a new and improved version of the existing Freshdesk email bot, which responds to repetitive, low-touch email queries with the most relevant solution articles.
Freddy AI enhancement - Analytics-based insights
Admins can generate insights for the metrics in any report along with the report's attributes, entities, and filters using Freddy AI.
The enhanced contacts import experience
Import contacts easily with the improved and guided flow. These settings can be accessed from the Contacts page and the Admin page. This will be available on Freshdesk, Freshchat, and the Freshworks Customer Service Suite.
Bug fixes
The following bugs are fixed:
Reply editor bugs
- Text overlap issue in Email Address drop-down if the font size is increased
- Short-cut keys do not function as expected in ticket replies
- Error notification incorrectly displayed for successfully forwarded threads
Agent experience bugs
- Contact mapping fails during bulk import of companies
- Failure to update contact and company fields in Freshdesk
- Missing Email message IDs in tickets create new tickets instead of replies
- Agents unable to access time log entries in the Harvest app on Freshdesk
- Default product is assigned in the secondary portal for tickets
- Unable to edit ticket properties with custom collaborator role
Language bugs
- Language change in Freshdesk does not reflect in Omnibar
- Incorrect font alignment in canned responses for “Right-to-left” languages
Admin experience bugs
- Agent removal triggers errors while updating SLA policies
- Agent limit mismatch in Freshdesk account due to mismatch in agent subscriptions
- Ticket export fails due to special characters in ticket fields
Dashboard bugs
- Agent activity dashboard in Freshdesk fails to display reactivated agents
- Incorrect alignment of Ticket Performance widget in Omnichannel
Automation bugs
- Deactivated agent names show in Automation Rules
- Automation rules using webhook rewrite other actions configured in the rule
Knowledge base bugs
- Unresponsive Table of Contents links in translated solution articles
Canned response bugs
- Deleted canned forms cause name conflict on subsequent canned form creation
- Canned response export fails due to non-validation of data in the CSV files
- Canned response placeholders did not display in proactive outreach messages
Customer experience bugs
- Signup fails in Freshdesk due to missing email configuration in product’s linked support portal
- Captcha verification fails in the Freshdesk support portal
- Customers are unable to change the password in the customer portal due to SSO restrictions
- Freshdesk account cancelation triggers duplicate account entry error
- CSAT survey link fails to redirect to the support portal
- Help and support icon is missing in the Customer Service Suite accounts