Freshdesk Release Notes - October 2023

New Features and Enhancements

Freddy AI Beta - Now for Pro and Enterprise

Freddy Copilot and Freddy Insights features are exclusively available to Pro and Enterprise customers.

More details here.

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

Advanced CSAT

Set up elaborate forms, change button types to emojis, define point scales, apply conditional logic, and set up templates for every use-case you need, powered by Freshsurvey! 

Freddy AI enhancements

Post Resolution Quality Coach to help assess the quality of the conversation between an agent and a customer after resolving an issue 

Sentiment Analysis leveraging AI-powered prediction to assess the emotional tone expressed in tickets, helping prioritize query resolution based on customer sentiments.

Custom agent statuses

Admins can now access reporting for agent status to get insights into how agents spend their time when they’re unavailable to assist new customers.

Bug fixes

Agent experience

1. Email addresses and special characters were not encoded when agents forwarded threads.
2. New tickets were created even when the subject was not modified in the following two scenarios:
   1. When the ticket reply/forward template had placeholders with more than 1 dot.
   2. When there were special characters as part of ticket subject in reply/forward template.
3. ‘To’ and ‘BCC’ emails were removed when the requestor replied to a thread by adding additional emails in the ‘To’ field.
4. The page numbers overlapped with the Export Tickets button on the list view page in mobile view.
5. The error, ‘Uh oh. Something went wrong!’ was displayed when agents tried to open a ticket.

Admin experience

1. There were issues in UI alignment in the Tags page under admin settings.
2. The agent edit page and the skills list page displayed the skills in the order of ‘created_at’ time rather than the order in which they were configured.
3. Deactivated agents were reassigned to a ticket when it was reopened.
4. Admins were unable to hard delete invalid emails that were created as contacts.
5. Admins were unable to uninstall the Salesforce app.

General experience:

1. A few admins and agents were unable to log in to their accounts, and a ‘Something went wrong’ error was displayed.
2. The translation was missing for Team Dashboard widgets.
3. There were issues in the FSM dashboard - Tasks in the period 29 Oct to 31st Oct were not shown properly for the DST timezones.
4. A 500 error was thrown when admins tried to save an automation rule.
5. There was an issue in the lookup field on Freshsales and Freshdesk integration.