New Features and Enhancements
| All features and enhancements below will be available to all customers from October 31, 2024. |
New Curated Reports
Access advanced filters and segmenting, pre-built widgets to consolidate ticketing data, agent performance, customer analysis, and other key metrics.
More details here.
Introducing Freshworks - BigCommerce Integration
Connect your BigCommerce store with Freshworks to provide real-time, personalized support. Access order history, payment, and shipping details instantly to deliver faster, smarter customer service.
More details here.
Zoom Phone for Freshchat & Freshdesk
Enable customers to use Zoom Phone within Freshchat and Freshdesk, allowing seamless call handling that automatically creates conversations in Freshchat and tickets in Freshdesk.
More details here.
Customize reports with Analytics upgrades
Sort report columns, create custom metrics across modules, export or download reports in XLS format, and much more.
More details here.
Role-based access to org-wide dashboards
Grant users access to team-level dashboards alongside individual analytics, empowering teams to view organization-wide ticket data and insights.
More details here.
Curated Report for Sentiment Analysis
Admins can access a curated report showing how many tickets began or ended with negative, positive, or neutral sentiment, along with insights on how agents improved customer sentiment.
More details here.
Curated Automation Templates
Admins can now explore curated automation templates by use-case in the new ‘Explore Templates’ section. Templates are categorized and include higher-plan options (view only).
More details here.
‘Time Triggers' has been renamed to 'Hourly Triggers'
Improve usability for admins configuring Hourly Triggers, ensuring a better understanding of how actions will execute based on the selected conditions.
More details here.
Email inbox improvements
The email inbox experience is being improved:
1. List of all ticket views will remain sticky by default.
2. Filters will be collapsed by default.
More details here.
Simplified support email setup
Easily set up your support email with clear, guided steps. Configure Outlook, custom servers, or Freshdesk’s email hassle-free.
More details here.
Streamlined agent onboarding
Our latest update simplifies agent onboarding, providing step-by-step guidance on ticket management from the start and ensuring an efficient experience.
Upcoming Features and Enhancements
| All features and enhancements below are coming soon to customers. |
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.
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.
New MS Teams integration for Freshdesk
Updates to tickets are added as threaded responses in MS Teams, making it easier for agents to manage conversations. It also offers an automated setup process for admins.
Enhanced Content Assistance for agents
Agent's input text formatting now stays the same when using Rephrase, Tone Enhancer, and Expand, making content updates smoother and easier.
Overview of Freddy Copilot Usage
View Freddy AI usage in Admin Settings, including assigned Copilot licenses, usage frequency, and the number of agents using at least one Freddy feature.
Updates to 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.
Streamlined Scenario Automation
Our enhanced scenario automation combines multiple actions into a single step, simplifying workflows, boosting efficiency, and minimizing manual effort in repetitive tasks.
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.
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.
Add multiple 'To' addresses
Customers can soon add multiple recipients in the 'To Email' field.
Email inbox improvements
We’re making it easier for agents to transition from email to Freshdesk and manage support tickets efficiently
1. The ticket count will be displayed for each favorite view.
2. In addition to the existing Card and Table views, agents can soon view tickets in the Inbox view.
Bug fixes
These were the bugs detected, and they’ve now been fixed.
Agent experience bugs
- Some agents found that filters show incorrect results when the same dropdown value was present in multiple fields.
- Some agents observed a timeout issue when trying to load certain tickets.
- Agents in the US region noticed that failed outbound emails aren’t marked as undelivered.
- Agents observed that replying to a ticket adds all email addresses in the To and CC fields from previous replies, rather than the emails only from the most recent message.
- Updating a company’s Description field clears its Domains field.
- Navigating to a solution article or folder using the agent-side link keeps redirecting the customer to a login page.
Admin experience bugs
- When upgrading an agent to an Administrator role in Freshdesk Omni, the corresponding role label in Freshdesk doesn’t update.
- After making a payment with auto-recharge enabled, the number of available Freddy Bot Sessions is incorrectly reduced by 500.
- When upgrading to a higher plan via Chargebee while on a trial, the features of the higher plan are unavailable in the account.
- Applying a discount coupon on the Billing page displays an incorrect total amount.
- Downgrading to the Free plan via Chargebee while having additional agent licenses results in an agent limit mismatch between Chargebee and Freshdesk.
- Trial customers have an agent limit mismatch between Freshdesk and Chargebee.
- Freddy Copilot licenses are incorrectly applied in Freshdesk Omni.
- For accounts with several million tags or more, the account sandbox fails to build.
- Switching off the Freddy Copilot add on does not clean up user roles, causing an issue with agent creation.
- Freddy Copilot features are incorrectly removed when switching to the Pro plan trial.
- Exporting ticket activities sometimes yields incorrect logs due to a file name fetching issue.
- Exporting tickets sometimes fails in email delivery due to an Account ID mismatch.
Analytics, Dashboard, and API bugs
- Merging a child ticket with a CSAT value doesn’t reflect the CSAT value in the primary ticket in analytics.
Cheers!