New Features and Enhancements

Portal settings revamp

Admins will soon access both the Customize and Edit menus from the same interface, streamlining their workflow and eliminating the need for separate navigation.

More details here.

Non-modal slider for apps 

Agents can edit information from the app widget on their workspace without interfering with their ability to view and respond to tickets.

Agent experience enhancements

Streamlining the Agent experience in Freshdesk: the Out-of-office Scheduler will be moved under the Profile icon, and all dropdown values under the ‘New’ button will be refreshed.

Upcoming Features and Enhancements

Curated Automation Templates 

Explore curated automation templates by use-case in the new ‘Explore Templates’ section. Templates are categorized and include higher-plan options (view only).

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.

Time Triggers will be 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.

Customize reports with Analytics upgrades 

You can soon sort columns in reports, build cross-module custom metrics, export and download reports with greater control, and more.

New Curated Reports in Freshdesk

You can soon leverage new curated reports with pre-built widgets that give you a holistic view of ticketing, agent performance, customer analysis, and other key metrics.

Simplified support email setup in Freshdesk

Easily set up your support email with clear, guided steps. Configure Outlook, Google, custom servers, or Freshdesk’s email hassle-free.

Streamlined agent onboarding in Freshdesk

Our latest update simplifies agent onboarding, providing step-by-step guidance on ticket management from the start, ensuring an efficient experience.

Agent access to org-wide dashboards

Admins can soon provide agents the access to view team-level dashboards in addition to user analytics. This enables agents to check org-wide tickets data.

Curated Report for Sentiment Analysis

Access curated reports showing how many tickets began or ended with negative, positive, or neutral sentiment, along with insights on how agents improved customer sentiment.

Freshworks Migration to Cloudflare

Freshworks is migrating to Cloudflare to manage SSL certificates and ensure compliance with the latest HTTPS standards. After the migration, if your SSL certificate renewal fails, you will receive an error message that requires immediate action to prevent portal inaccessibility.

During a brief transition period, some users may see the domain load in HTTPS, but their browsers may display a warning that the site is not secure. Once the migration is complete, this warning will no longer appear. 

More details here.

Bug fixes

These were the bugs detected, and they’ve now been fixed.

Agent experience bugs

1. Unable to view responses in ticket due to Advanced CSAT in Freshdesk.
2. Ticket details view is broken when a custom app with a dot (.) is installed.
3. Unable to find the published solution article link in the account.
4. Incorrect "From" Email address is displayed in outbound emails.
5. Incorrect CAPTCHA version (V2) is displayed for customers with version 3 of CAPTCHA.

Admin experience bugs

1. Agent email fails to update if a contact with that email already exists.
2. Agents in Freshdesk are not synched in the Customer Service Suite account in the MEC region.
3. Unanswered calls from Freshcaller are creating tickets in Freshdesk.
4. Unable to install MS Teams in MEC region.

Automation bugs

1. Automation rules are skipped for Tickets with deactivated agents as requester.

Analytics and Dashboard bugs

1. Chat widget in the custom dashboard shows 0 conversations despite having them in Freshchat.

Mobile App bugs

1. Mobile app notifications are not visible in Freshdesk Android 8.9.0 Android.

Cheers!