New Features and Enhancements
| All features and enhancements below will be available to all customers from November 30, 2024. |
Email inbox improvements
The email inbox experience is being improved; agents can:
1. View the ticket count for each favorite view.
2. View tickets in the Inbox view in addition to the existing Card and Table views.
More details here.
New Jira integration for Freshdesk
The new Jira app offers better performance by upgrading to the latest Jira APIs. Its revamped interface also improves your team's user experience.
More details here.
New Dynamic Signature App for Freshdesk
The new Dynamic Signature App automatically applies signatures on new email pages, tailored to specific products or use cases, streamlining agent responses and workflows with minimal effort.
More details here.
Overview of Freddy Copilot Usage
Admins can view Freddy AI usage in Admin Settings, including assigned Copilot licenses, usage frequency, and the number of agents using at least one Freddy feature.
More details here.
Updates in Automation templates
Agents can use a new search feature to find curated templates for their use cases. Plus, a new rule-creation experience that includes clear visual cues for selection.
More details here.
Streamlined Scenario Automation
The enhanced scenario automation combines multiple actions into a single step, simplifying workflows, boosting efficiency, and minimizing manual effort in repetitive tasks.
More details here.
Add multiple 'To' addresses
Agents can now add multiple recipients in the 'To Email' field.
More details here.
Improved email threading with enhanced automations
When setting up the 'Send email to requester' automation rule, you can choose whether the rule sends a new email or adds a response to an existing thread.
More details here.
New status for undelivered tickets
When a ticket delivery fails, you will see a new undelivered status on Freshdesk that will be updated upon delivery. If all attempts fail, Freshdesk will show an 'Undelivered' tag to help you track delivery more effectively.
More details here.
Freshworks Migration to Cloudflare
To strengthen security, we are migrating to Cloudflare for SSL certificate management. Cloudflare will handle all certificate-related tasks, streamlining our process and improving security.
More details here.
Upcoming Features and Enhancements
| All features and enhancements below are coming soon to customers. |
Freshdesk-Playvox integration
Manage workforce effectively, boost agent productivity, and streamline daily support operations with the Playvox app for Freshdesk.
Better Admin Controls for Freddy AI
Admins can identify a feature's beta or GA status, review customer data usage for training, and request to disable features for opt-outs from the Admin Settings page.
Better visibility for Freddy Suggestions - Freddy AI Copilot
Agents can easily view Freddy Suggestions, displayed prominently as a sticky banner, to make better use of AI-powered recommendations.
Improved Article Suggestions - Freddy AI Copilot
Agents can quickly see whether an article is public or private and receive more accurate and relevant suggestions.
Incorrect subject line in Forward action in Automation
With this bug fix, any automation rule with Forward as an action to be performed will contain the subject line set in the template along with the message.
Bug fixes
These were the bugs detected, and they’ve now been fixed.
Agent experience bugs
- The same tickets are assigned to multiple agents simultaneously.
- Agent creation fails to sync in Freshdesk-Freshshales integration.
- Unable to hide default and custom fields in the Freshdesk widget.
- Unable to delete a custom field from the ticket form.
- An agent with restricted access is unable to access tickets despite having Collaborator and Ticket View access.
- Email delivery failure notifications are not triggered when emails are sent to invalid email addresses using the ‘New Email’ option.
Admin experience bugs
- Multiple entries are added for the Company field.
- Unable to add agents due to license and currency mismatch.
- In a trial-expired account, the ‘Trial state’ remains unchanged if the currency is changed during payment.
- Offline customers are unable to use the available bot sessions if auto-recharge is disabled, as the bot sessions are reset to default.
Automation bugs
- Time Trigger automation fails to execute despite matching all the conditions.
Channels Bugs
- Failure to create tickets from Facebook visitor posts in the ‘Mentions’ tab.
Dashboard bugs
- Unable to create new custom dashboards when the limits are set.
Cheers!