Freshdesk Support Desk and Freshdesk Omnichannel Release Notes - March 2022

New Features and Enhancements

Introducing Average Handling Time (AHT):
Time tracking is a critical service metric for any business, especially for a helpdesk. But currently, agents manually enter time entries, which are often prone to incorrect or incomplete data, leading to inaccurate billing and invoices. With AHT, customers can automate time tracking and effectively monitor their team’s productivity and gain insights into the overall business.

More details here.

Enhancements to Atlassian JIRA Plus App in Freshdesk

With the new improvements, equip your JIRA team with complete context of issues without having them switching between tabs as they can access inline images. Also make it easier for agents to filter, fetch and track issues in Freshdesk using tags and ‘Summary’ text.

More details here.

 

Personalizing Freshworks URL as per brand requirements 

Admins can now personalize their login URL as per branding requirements. They can do this from within the Organization module of the Neo Admin Center.

Note: They’ll have to create a DNS CName certificate record and process this step from the DNS Zone file while updating the URL in the organization module.

More details here.



 

Bug fixes

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

1. Freddy emailbot analytics was not working.

2. Date and checkbox fields were broken in the new ticket page.

3. Distorted ticket description due to CSS formatting issue.

4. The portal name was getting displayed for the customers even when the settings was off.

5. Contact Creation Page was not loading.

6. Custom text field stored in customized requester widget was not retained.

7. A few canned responses folders were inaccessible via API calls.

8. A 404 error was thrown while viewing the article from the article list.

9. There were formatting issues under Average Time Handling section when the agent name was long.

10. New ticket form was not showing in the portal.

11. Company creation failed while adding custom company fields.

12. Unable to export contacts if a custom contact field name was same as the default field.

13. Unable to convert a contact into an agent.

14. A 500 error was thrown while exporting company fields.

15. Duplicate records of agent’s login and logout details in audit logs.

Cheers!