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New Features and Enhancements

 

All features and enhancements below will be available to all customers from September 30, 2024.

 

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.

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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

 

All features and enhancements below are coming soon to customers.

 

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.

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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!

 

Is there a way to get the release notes I need emailed to me, or a link to just them? Also could the release notes have links to the relevant knowledge base pages, or some screenshots/videos showing the new feature and how to use it? 

We reach to October but still didn’t receive this feature

“Improved email threading with enhanced automations”

did it get postpone for some reasons?

The following agent experience bug it not fixed for us.

  1. Incorrect "From" Email address is displayed in outbound emails.

Darkmode?

Been waiting for Dark Mode for a long time ! 

Is there an option to change the new behavior of the Ticket View filters?  I don’t need the extra clicks to dismiss the filter options, and they used to be links so if I right clicked on the filter choice, I could open in a new tab, now they are something else, so I have to dup tabs then change the filter, then dismiss the filter menu.  So much unnecessary clicking now.

When are we likely to see this

 

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.

 

And would it include call data?

Being emailed the release notes would be really useful or even just a notification. 

I really struggle to tie the enhancements or new features back to what they are in the helpcentre. links to knowledge base pages for all things or even just screenshots would really help. Is this something that can be added in?

 

The agent access to org-wide dashboard. will that be a setting in the roles section? I cannot find this in the system or on the knowledge base.

I agree with 

We have received this update today with the filters and you now have to select SHARED inplace of the DFAULT view option to see your filtered ticket views. Once selected you have to the click the menu again to close the view so you can see the whole page, previously this menu collapsed on clicking a view option. I understand the need for progress but adding additional clicking is not progress. 

The new ticket view button is a massive step back. I have heard quite a few complaints that it is now 3-4 clicks and a scroll to get to the view of your choice...

Not a big fan of the changes to the filter. It now takes extra steps to switch between views

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