Product Updates

Drop your answers as comments, answers will be revealed mid next week!  ACROSS3. A field to capture/assign urgency4. You do everything to increase this score6. Be on time7. Try and test new configurations8. Enable customers to help themselves DOWN1. Assess customers' emotions from their tickets2. An occasional agent’s necessity3. Customers come here to raise tickets5. To automatically follow updates on a ticket, you become a ___ ?9. Let AI do its magic!

 Upcoming Features and Enhancements Bug fixesUpcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Exclude tickets from list view easilyYou can exclude specific tickets from ticket view easily with a new filter added to the default and custom filter menu. All-new Analytics HomepageAn all-new homepage for a seamless user experience with easy access to reports, trash, and an option to favorite reports and widgets. Multi-schedule ReportsSchedule the reports to be delivered to multiple stakeholders at different frequencies without the need to clone reports. Custom metrics shortcuts in Analytics Create custom metrics effortlessly from within the respective reports without the need to constantly navigate back and forth. Bug fixesThese were the bugs detected, and they’ve now been fixed. Agent experience bugsArticle preview fails to load in the secondary portal. Customer profile link on the portal fails to load. Failure to reply to tweets due to cache refresh while adding a new Twitter handle. Resolution SLA on Omni dashboard displays number instead of percentage. Deactivated agent on the Freshdesk instance is not replicated on Chat within the Omni account. Survey responses incorrectly display analytics for merged tickets. Ticket replies create new tickets due to ticket ID removal. Emails are sent despite exceeding the maximum attachment limit. Ticket list page includes deactivated agents and displays incorrect agent count within Groups. Agents retain access to To-Do tasks in the Dashboard despite Group changes. Mismatch between Arcade Badge Names and Images.Automation bugsFailure to execute automation rules for events with advanced CSAT setup. Automation rule incorrectly assigns tickets to deactivated agents.Integration bugsUnable to navigate to the Onedrive login page with Freshdesk-OneDrive integration. Incorrect display of animation in SurveyMonkey despite having no data in the server.Admin experience bugsImproper display of buttons on the Knowledge Base page. Unable to view Omni dashboard for custom roles with analytics privilege. Billing page shows an incorrect number of Trial days.Translation bugsIncorrect translations displayed for contact fields.API bugsCompany field creation fails via API call. Cheers!

Are you ready to elevate your game for Q2 2024? We hope your Q1 was as refreshing as ours! As we gear up for the next phase, we invite you to join us as we delve into what we've launched in Q1 2024 and provide an exclusive preview of what's in store for the upcoming quarter.  What we’ll be covering in this webinar:Updates to the Suite Improvements to our integrations  The Q1 product roundup Sneak peek into Q2 2024  April 3 2024, WednesdaySlot 1: 8.30 AM IST | 11 AM SGT | 2 PM AEDTSlot 2: 9:30 PM IST | 5 PM BST | 9 AM PDT Register for the webinar here!

It is now much easier to gauge how customers feel about your service and support with the upgraded CSAT module in Freshdesk. With the new module powered by Freshsurvey, you can:Set up new surveys with pre-created templates. Customize your survey's look, color, and feel to match your brand.  Automatically trigger surveys on a ticket action, or enable agents to trigger them manually.  Send out surveys at different points in the ticket lifecycle.  Use the customer satisfaction report to assess your support and provide better service.Use different rating scales, conditional and skip logic, and customize surveys to tailor to different sets of customers. Measure and derive your CSAT results easily and quickly with the upgraded module. What is changing?Previously, you could only set up and send basic surveys using upto 7-point scales, and customization options were limited. You can now set up advanced surveys and customize the look and feel of your surveys, leverage different rating scales, and more with the upgraded CSAT module in Freshdesk.  Important links:This feature is available on-demand. Reach out to your Account Manager/CSM or write to us at support@freshdesk.com to get it enabled for your account. Check out the solution article to understand more! ____________________________________________________________________________________________ 

Upcoming Features and Enhancements Bug fixesUpcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Automations for CollaboratorsWhen a collaborator performs an action, such as replying to a ticket, the ticket status will be automatically updated and automations can be applied. Sentiment Report (Freddy Copilot)Leverage sentiment reports to analyze trends in customer sentiment and gather valuable insights to refine support processes. Customizable Sidebars Rearrange user properties in the sidebar based on frequency of usage. This will ensure that the most relevant information is easily available while resolving customer queries. Custom date fields as filtersCreate custom date fields and use these date fields to filter tickets based on dates.  Aggregated exports in Ticket Lifecycle ReportGet a detailed breakdown of the time spent on each ticket, by status on the Ticket Lifecycle Report export. Bug fixes These were the bugs detected and they’ve now been fixed. Agent experience bugsUnable to send outbound emails using email template. Forwarding template option missing in Agent Reply template. Ticket subject truncates if the subject is modified. Captcha verification is broken for API verification in Profile Settings.  Proactive Email setup fails due to missing Proceed button. Incorrect behavior in custom drop-down creation in contacts & companies. Ticket filtering fails for tickets created with tags. Unable to rearrange columns in Ticket list page when Group/agent column is added. Ticket fields mapping mismatched in Ticket View list. Custom roles with edit ticket properties fail to update. Incorrect message displays in ticket activities when agent is deactivated. The update button on the Ticket List page remains enabled even when no changes have been made to the tickets. Scorecard widget in the custom dashboard displays incorrect values for tickets associated with the default product. Translations missing in canned forms.Automation bugsForwarded ticket actions via automation are not associated with the appropriate email address.Integration bugsHootsuite integration with Freshdesk fails. Login into Freshdesk in Hootsuite fails. Incorrect user name displays in Microsoft Teams when a note is added. Google drive link fails to open in Freshdesk ticket list view page.Admin experience bugsIssue with assigning primary global email in Email setup page. Incorrect behavior in groups while adding deactivated agents to groups via API. Unable to add new collaborators via tagging in discussion threads. Incorrect mapping of agent licenses in Freshdesk on CSS account. Cheers!

New Features and Enhancements  All below features and enhancements are available to all customers from February 29, 2024.  Empower support teams with Freddy CopilotThe Freddy Copilot add-on is available for purchase at $29 per agent per month — and it comes with free access to Freddy Insights (beta) for a limited time.More details here. Caller widget inside CSSThe Caller widget now comes with the options to view conversations, create tickets, or link to existing tickets in the Customer Service Suite.More details here. Unified ProfileAgents can now manage their profile preferences from a single place instead of switching between products.More details here. Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Freshmarketer add-on to the SuiteYou can soon use the Freshmarketer add-on to the Suite to have a unified solution to meet your marketing and support requirements. Connector Apps for CXSync Freshdesk and Freshchat seamlessly with your tools. Customize workflows, choose 1 or 2-way sync, and monitor in real-time. Pay-as-you-go pricing. Now available for Salesforce, with more integrations coming soon. Unified Contacts and Accounts View contact and account lists across modules without having to switch between screens. Unified Freddy ExperienceCentralizing Freddy settings from conversational and ticketing modules into a unified experience within the CS Suite for easy and seamless admin management. Cheers!

  New Features and Enhancements Upcoming Features and Enhancements Bug fixes New Features and Enhancements  All below features and enhancements are available to all customers from January 30, 2024.  Sentiment Analysis (Freddy AI)Easily understand what your customers are experiencing emotionally with sentiment analysis and prioritize conversations that require human touch and empathy.More details here. Solution Article SuggesterEmpower your agents to send faster & accurate responses with Freddy powered recommendations from the kbase — now with details on confidence score and user visibility.More details here. Upcoming Features and Enhancements  All Below features and enhancements are coming soon to customers.  Exclude tickets from list view easilyA new filter will be added to the default and custom dropdown menu of filters so customers can exclude specific tickets from their ticket view easily. Bug fixes These were the bugs detected and they’ve now been fixed.Agent experience bugsNew ticket email notification is sent to the deactivated agent. Incorrect ticket count is displayed when custom fields (drop-down) are used. Tickets remain visible to agents in the ticket list view even after agent removal. The ticket list page displays agent list in incorrect order when the deactivated agent is present. Failure to create a Freshdesk ticket from Slack personal chat with an external user. Freddy insights section is visible under the Ask Freddy option in the role settings page. Ask Freddy option is missing from the left navigation even when Freddy copilot is enabled. Thread creation fails if canned responses are added with an attachment. Unable to forward a ticket via Threads that has multiple attachments. Inconsistent timezones displayed in Threads. Agents observed inconsistent behavior while selecting checkboxes on the Agent role configuration page.Language bugsIncorrect language is assigned for users signing up via SSO. Translations are not applied to Ticket Forms in the Help Widget even after the correct locale setting.Automation bugsAutomation rule does not execute all conditions and fails to update tickets. The skill creation page does not display custom sources, even if they are allowed via the API. Incorrect ticket preview summary displayed while configuring time trigger rule.Admin experience bugsFreshbot sessions within Freshdesk are reset incorrectly due to auto-recharge or billing update. Canned responses are displayed incorrectly due to spaces in the canned response title. Assume Identity feature fails in the sandbox environment due to missing associated company details in default contacts. Inconsistent removal of language from Portal Settings in sccounts with portal 2.0. Deactivated agents appear on the Skills page when the page is filtered by groups. Incorrect resolution status is updated for service tasks completed within SLA. Cheers!

New Features and Enhancements  All below features and enhancements are available to all customers from January 30, 2024.  Empower support teams with Freddy CopilotThe Freddy Copilot add-on is available for purchase at $29 per agent per month — and it comes with free access to Freddy Insights (beta) for a limited time.More details here. Freshsales add-on to the SuiteThis add-on will enable your sales and support users/agents to have a single solution with a unified end-customer context in the Customer Service Suite.More details here. Enhanced Admin settingsRevitalize your workflows with our new and improved Admin settings, offering an intuitive and streamlined experience for effortless management.More details here. Upcoming Features and Enhancements  All Below features and enhancements are coming soon to customers.  Unified Agent ExperienceThe new unified agent experience allows agents to manage their profile preferences from one place. The experience also supports a unified contact page and the call widget inside the Customer Service suite. Unified Freddy ExperienceCentralizing Freddy settings from conversational and ticketing modules into a unified experience within the CS Suite for easy and seamless admin management.  Cheers!

Join us for the Customer Service (CS) Quarterly Roundup webinar to learn how to leverage AI capabilities to enhance your customer service and all about the emerging themes of customer service in 2024. What we’ll be covering in this webinar:Learn about the latest product innovations in customer service Reflect on the biggest customer service trends of 2023 Get a sneak peek into the emerging themes of 2024 Participate in a Q&A session with the customer service product team Jan 31, Wednesday  SAVE YOUR SEAT NOW!

New Features and Enhancements Bug fixesNew Features and Enhancements  All below features and enhancements are available to all customers from December 30, 2023.  Freshdesk-Zuper integrationThis integration streamlines field service management, making it more efficient and customer-centric. Create jobs for your field workforce right from Freshdesk.More details here. Reporting for custom agent statusAccess reporting for agent status to get insights into how agents spend their time when they’re unavailable to assist new customers.More details here. Bug fixesThese were the bugs detected and they’ve now been fixed. Agent experience bugsUnable to export tickets from ticket list view page. Text editor in discussion threads is distorted while updating the message.  Send and Drop-down buttons on the Thread editor remain enabled after the message is sent. Buttons in Threads editor misaligned after message is sent. Send button status on Threads remains unchanged after API call fails. Unable to send messages on Threads when an agent closes the Thread window. Failure to export multiple account data.Language bugsWhatsApp utilization charges are not accessible in the default English language.Integration bugsDuplicate contacts and accounts are created in Salesforce-Freshdesk integration on ticket creation.Admin experience bugsMismatch of Collaborator seat limit causes incorrect collaborator reactivation. Mismatch of Field Service Management (FSM) seat limit causes incorrect reactivation of FSM agent seat. Agent creation from Customer Support Suite account with deleted contact fails to sync in Freshdesk. Unable to access Average Handle Time (AHT) stopwatch export activities for specific dates. Error while updating ticket fields with values containing extra spaces via API. Emails triggered to deactivated agents on ticket creation. Failure to sort solution articles within a folder.  Line breaks are not retained in Canned Response.Dashboard bugsAgent dashboard displays zero tickets due to an extensive list of groups.Automation bugsEmail property missing when automation rule is used for creating new tickets. Automation rules trigger emails to deactivated agents.Cheers! :)

Supercharge your support and service operations with Freshdesk and Zuper integration.Assign technicians based on their skills, location, and availability, and efficiently schedule jobs. Keep tabs on your field technicians with real-time status updates and without having to switch platforms. Add assets and parts required for the jobs directly from the Zuper widget, which you can access within the Freshdesk ticket screen.Convert Freshdesk tickets to actionable field service jobs right from the ticket screen. Elevate your operations, improve efficiency, and delight customers with this integration.  Operational benefits:As an admin, here’s how you can empower your field agents with this integration: Boost Agent Productivity - Provide quick job status access, empowering agents to act swiftly. Convert Freshdesk tickets to actionable field service jobs right from the ticket screen. Field technicians can also access and manage their jobs via the Zuper mobile app. They can confirm job statuses, provide ETAs, and access navigation maps for guidance. Foster Collaboration - Facilitate easy technician interaction, promoting teamwork and issue resolution. Field technicians can add notes or images, which sync with Zuper and Freshdesk. Notes from the ticket screen are also pushed back to the field technicians, enabling seamless collaboration among all stakeholders. Enhance Customer Satisfaction - Collect valuable customer feedback, capture digital signatures, and attach job-specific documents, all while maintaining a detailed job history. Seamlessly blend remote support with field service for a superior customer experience. Important links:Check out the solution article to understand more! 

Previously, Admins had to delete agents leaving the company. When an agent is deleted, the email address is converted into a contact, and all their tickets automatically become agent unassigned. All reporting will be cleared with no track of the agent’s productivity. Going forward, with the ‘Deactivate’ agent option, Admins will be able to deactivate an agent, thus freeing up an agent seat, while gracefully retaining their contributions.  Click here to learn more

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All below features and enhancements are available to all customers from November 30, 2023.  Enhancements in ThreadsSwitch 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 All Below features and enhancements are coming soon to customers.  Freddy AI enhancement - Suggesting solution articlesFreddy will suggest relevant solution articles (public or private) to an agent, giving them helpful details about the ticket they are handling. Freddy AI enhancement - Ask KBAssist agents by helping them find, access, and consume solution articles more efficiently without manually searching for the right article while customers wait for a response. Freddy AI enhancement - Enhanced email bot This is a new and improved version of the existing Freshdesk email bot, which responds to repetitive, low-touch email queries with the most relevant solution articles. Freddy AI enhancement - Analytics-based insightsAdmins can generate insights for the metrics in any report along with the report's attributes, entities, and filters using Freddy AI. The enhanced contacts import experienceImport contacts easily with the improved and guided flow. These settings can be accessed from the Contacts page and the Admin page. This will be available on Freshdesk, Freshchat, and the Freshworks Customer Service Suite.  Bug fixes The following bugs are fixed: Reply editor bugsText overlap issue in Email Address drop-down if the font size is increased Short-cut keys do not function as expected in ticket replies  Error notification incorrectly displayed for successfully forwarded threads Agent experience bugsContact mapping fails during bulk import of companies  Failure to update contact and company fields in Freshdesk Missing Email message IDs in tickets create new tickets instead of replies  Agents unable to access time log entries in the Harvest app on Freshdesk Default product is assigned in the secondary portal for tickets Unable to edit ticket properties with custom collaborator role Language bugsLanguage change in Freshdesk does not reflect in Omnibar  Incorrect font alignment in canned responses for “Right-to-left” languages Admin experience bugsAgent removal triggers errors while updating SLA policies Agent limit mismatch in Freshdesk account due to mismatch in agent subscriptions Ticket export fails due to special characters in ticket fields Dashboard bugsAgent activity dashboard in Freshdesk fails to display reactivated agents  Incorrect alignment of Ticket Performance widget in Omnichannel Automation bugsDeactivated agent names show in Automation Rules Automation rules using webhook rewrite other actions configured in the rule Knowledge base bugsUnresponsive Table of Contents links in translated solution articles Canned response bugsDeleted canned forms cause name conflict on subsequent canned form creation Canned response export fails due to non-validation of data in the CSV files Canned response placeholders did not display in proactive outreach messages Customer experience bugsSignup fails in Freshdesk due to missing email configuration in product’s linked support portal Captcha verification fails in the Freshdesk support portal  Customers are unable to change the password in the customer portal due to SSO restrictions  Freshdesk account cancelation triggers duplicate account entry error CSAT survey link fails to redirect to the support portal  Help and support icon is missing in the Customer Service Suite accounts 

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All below features and enhancements are available to all customers from October 30, 2023.  Freddy AI Beta - Now for Pro and EnterpriseFreddy Copilot and Freddy Insights features are exclusively available to Pro and Enterprise customers.More details here.  Enhancements in ThreadsSwitch 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  All Below features and enhancements are coming soon to customers.  Advanced CSATSet 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 enhancementsPost 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 statusesAdmins 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 experienceEmail addresses and special characters were not encoded when agents forwarded threads. New tickets were created even when the subject was not modified in the following two scenarios: When the ticket reply/forward template had placeholders with more than 1 dot. When there were special characters as part of ticket subject in reply/forward template. ‘To’ and ‘BCC’ emails were removed when the requestor replied to a thread by adding additional emails in the ‘To’ field. The page numbers overlapped with the Export Tickets button on the list view page in mobile view. The error, ‘Uh oh. Something went wrong!’ was displayed when agents tried to open a ticket.Admin experience There were issues in UI alignment in the Tags page under admin settings. 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. Deactivated agents were reassigned to a ticket when it was reopened. Admins were unable to hard delete invalid emails that were created as contacts. Admins were unable to uninstall the Salesforce app.General experience:A few admins and agents were unable to log in to their accounts, and a ‘Something went wrong’ error was displayed. The translation was missing for Team Dashboard widgets. There were issues in the FSM dashboard - Tasks in the period 29 Oct to 31st Oct were not shown properly for the DST timezones. A 500 error was thrown when admins tried to save an automation rule. There was an issue in the lookup field on Freshsales and Freshdesk integration.

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All Below features and enhancements are available to all customers from September 30, 2023.  Generative AI-based enhancements (Freddy AI)Freddy AI enhances emails contextually, expand messages with prompts, and communicates effectively in localized languages.More details here. Upcoming Features and Enhancements  All Below features and enhancements are coming soon in Oct 2023.  Antivirus attachment scanning If any malicious files are identified as part of attachments, the agent will be notified and the file(s) will be dropped. Analytics Revamped HomepageAn all-new homepage for a seamless user experience with easy access to reports, trash, and an option to favorite reports and widgets. Enhancements in Threads Switch to a secondary display mode, leverage keyboard shortcuts and set ticket status in the Threads reply editor. Advanced CSATSet up elaborate forms and templates, change button types to emojis, define point scales, apply conditional logic based on choices, and more. The upgraded module is powered by Freshsurvey. This features will be on-demand and released in phases.  Bug fixesThese were the bugs detected, and they’ve now been fixed. Agent experienceLinks in thread notifications did not display the hyperlinks in Outlook mail clients. The Forward button on the Tickets page was not visible when the subject line and To address fields were open. The canned response was placed above the forwarded message when agents inserted a canned response while using the forward option. There were issues with delay in note creation.  Customers were prompted to fill mandatory fields while bulk closing tickets even when there were no mandatory fields. Threads forward did not work as expected. Agents were able to close tickets without filling the mandatory field ‘Type.’ Support article tags were not clickable on the Knowledge Base. Deactivated agents showed up in new ticket page when the ticket was created with ticket templates. The keyboard shortcut ‘d’ for Threads was not working for a few customers. When a forum topic was converted to a new ticket, the UI showed Phone as the auto populated source instead of forum. Admin experienceThe email description was removed automatically when customers created a new email and filled in certain ticket fields. An error was thrown when customers tried to save a custom ticket view, and they were unable to access, edit, or delete it. Tickets were marked as spam when the requester was a contact that was deleted due to a merge operation. Occasional agents were converted to full time agents for customers who migrated to the Customer Service Suite from Freshdesk. Unified exports failed when zip files were restricted. There was an issue in the ‘Due by’ time for tickets that caused errors in the SLA calculation. The scrollbar was not visible when customers tried to scroll left-right through an article in the help widget. Companies did not get mapped to the contact even though they had the same domain name. There were issues in adding agent name in Automations. Company names with special characters were displayed incorrectly in the list view. Customers faced a 500 error when they tried to install the DropBox app. Customers were not able to edit the default portal name; the option was greyed out from the multiple products page. Customers were unable to download reports under Account Exports. Customers faced a 500 error when they tried to open Business Hours.  Automation email was sent from a different product email address. Translation was missing for email notifications.Cheers!

Join us for the Customer Service (CS) Quarterly Roundup webinar to learn how to leverage AI capabilities to enhance your customer support and about our new product offering: Freshworks Customer Service Suite. What we’ll be covering in this webinar:Q3 Product Innovations in Customer Service Nifty GenAI-powered Freddy features The Freshworks Customer Service Suite Upcoming features in Q4 and beyond Oct 17, Tuesday Slot 1: 8.30 AM IST | 11 AM SGT | 1 PM AESTSlot 2: 9 AM PST | 4 PM GMT | 9.30 PM IST SAVE YOUR SEAT NOW

Bug fixesThese were the bugs detected, and they’ve now been fixed.Agent signature was retained in the reply editor and showed up as drafts in the Tickets page. Ticket export timed out when there were many ticket tags in the export. There were inconsistencies in the Business hours date format in regional holidays. The solution article widget in the reply editor did not show the entire content. There were issues with the subject line translation for tickets that were created from Freshcaller. Inline images were broken when an agent forwarded a thread. Customers were unable to use the shortcut to send a reply from the threads from a Windows device. The action ‘Create new ticket’ in Ticket Update automations failed for a few customers. Customers were unable to add notes to tickets that had more than 50 email addresses in the Send and CC fields. There were issues with populating the CC field value using ticket forms. There were alignment issues in the Scenario Automations page when the scenario automation description was lengthy. There were issues with contact details data population during service task creation in the FSM module. There was a glitch in the ‘To’ button in Finnish language when  the customer is used the forward option within the Ticket details page. Content was not translated for open and closed status option in the ticket field page and scenario automations page. The unsubscribe link for the Proactive outreach sent the Helpdesk URL instead of the configured custom URL. The ticket update automation was not executed as expected for a few customers. Clicking on the ‘Print Ticket’ option expanded all the links in ticket. There were UI glitches in the Forward thread editor when customers tried to insert canned forms, canned responses, and suggested solutions. An error was thrown when customers tried to add a dependent field to a ticket form. There were issues with the German translation of ticket details on the ticket list page.  Images were not added to the ticket created for tweets in Freshdesk. The Ticket Subject link was not working in Canned Forms. Email notifications were sent for notes added by automation. The Form field values were not being displayed in Widgets in ticket forms. The Service Task fields were not translated to the set language while printing tickets. There were translation issues with the default helpdesk notification emails that were sent. Customers were unable to use the scroll bar or arrow buttons to set the time in the OOO settings. There were issues with multiple company associations. The Neo Marketplace icon was displayed multiple times when customers skipped the Get Started page. CC email addresses were not retained for replies from contacts that were not part of the ticket. Encoded values were returned when ‘<’ symbol was present in the dropdown field choice while configuring automations. Error was shown when customers tried to set their Business Hours as 24/7. There were errors in data entry for time logs. Slovenian translations were missing for the article feedback section. The subject line used for ticket exports was misleading. The new email shortcut (g + m) did not work. The number of tickets displayed on the ‘Unresolved Tickets’ widget on the Dahsboard page was incorrect. An error was shown when customers tried to edit/add values in a custom dropdown field. The Custom source icon was not displayed in the customer portal. There were issues with the automation email editor - when the content had (r), it got updated to ®. Customers were unable to create a new Company as an error was thrown when the default fields were updated. An error was thrown when customers tried to add a contact from the new ticket page.  An error was thrown when customers tried to save a custom ticket view. It was available in the list but customers were unable to access, edit or delete it. Tickets from TalkDesk did not get created due to issues with Freshdesk APIs.  

New product offering New Features and Enhancements Bug fixesNew product offering Freshworks Customer Service (CS) SuiteElevate customer service with AI-first experiences. The Freshworks CS Suite is an AI-powered solution for seamless customer service, conversational interactions, and comprehensive ticket management.More details here.  New Features and Enhancements  All Below features and enhancements are available to all customers from July 30, 2023.  Freshworks Customer Service Suite - Unified DashboardGet real-time analytics of your support service across Freshdesk, Freshchat, and Freshcaller. Use the unified dashboard effectively to monitor agent availability, track ticket volume, gauge SLA performance, and take quick actions to ensure superior customer service.More details here. Freshworks Customer Service Suite - Unified AnalyticsA robust reporting and analytics feature that combines diverse business data from multiple products into a centralized and accessible platform. With unified analytics, gain valuable insights and analyze critical information across Freshdesk, Freshchat, and Freshcaller (add-on) – all in one place.More details here. Product name updatesYour favorite product names are back! We heard you, and we switched our product names to the classic versions! Freshdesk Support Desk → Freshdesk Freshdesk Contact Center → Freshcaller Freshdesk Customer Success → Freshsuccess Email channel improvements in Freshdesk1. Configure if you want a new thread to be created on subject change.2. Reduce spam with spam detection for outgoing emails.3. The Freshdesk mail server will be activated for new mailbox creation only if DKIM is enabled for the account.More details here. Deactivate agents in Freshdesk (on demand)Customers can deactivate agents who are leaving the system, retain all the work they've done, and honor their contributions.More details here.API for reporting on AHT (on demand)We are providing individual timers for events (start, pause, stop) as an export which customers can connect to their BI tools for extensive reporting on AHT.More details here. Enhancements in threadsAgents can sort threads based on created and updated, expand the Replies and Private Note Threads editor, edit subject lines, and include signatures on Forward Threads.More details here. Hiding agent-based analytics (only for German customers)To comply with German labor laws, Freshdesk admins will not be allowed to look at the performance data of the agents under a German contract.More details here. Increased limit for quoted text Agents can send up to 1MB of quoted replies. Previously, they could send only up to 4 messages. This can be enabled from the admin page settings.More details here. Bug fixes These were the bugs detected, and they’ve now been fixed.The tickets list page threw an error when customers tried to access it. Due to Business hours date format inconsistency, bot flow for business hours was triggered during non-working hours. When customers tried to open ticket exports on Excel, it threw an error. Automation rules like Delayed Dispatcher didn’t work as expected for a few customers. ‘Leave page?’ popup was displayed for agents who had configured a signature with a link in their email when they tried to open/forward a thread. The automation summary displayed a ‘Missing translation’ error for the subject field. Private notes on a ticket were visible on the customer portal. Facebook DM/comments were not added as note/ticket in Freshdesk. Hyperlinks in a solution article were displayed in the same color as the text in the customer portal. There was no whitespace between two threads, making them appear as a single conversation. An error was displayed when customers tried to view a solution article logged in as an end user. The customer portal was slow to load for a few customers. custserv@freshworks.com was showing up as an agent in groups, new tickets, automations, and a few other areas, but it was not displayed on the Agent list page. Shared mailbox fetched personal emails. The ‘thread message created by’ field was not populated in the email notification sent to the tagged agent. A notification was triggered whenever one of the CCs in a ticket replies to the email and adds a reply to the ticket, leading to duplicate emails. Translations did not happen as expected in the Automations. When an agent was reactivated, they did not receive an activation email.Cheers!

Hey there!We hope you had a fantastic time at our recent Q2 roundup webinar from Freshworks! As promised, we are thrilled to share the recording of our webinar with you so you can catch up on our AI vision, a Freddy AI demo, and the Q2 updates.​We hope you found the session informative and useful. If you have any questions or feedback – please write to support@freshdesk.com – we value your input!Stay tuned for the next webinar in October 2023!

New Features and Enhancements Bug fixesNew Features and Enhancements All Below features and enhancements are available to all customers from June 30, 2023. Date-time format auto conversion in FreshdeskCustomize the date and the time format for every agent under agent portal settings. The date-time format is updated automatically when you set the global language for your helpdesk.More details here. HTML code editor for email notifications template in FreshdeskCustomize the outgoing email template for every type of email notification by adding the HTML & CSS code to the email notifications template.More details here. Google Analytics 4 upgrade impact on Freshdesk appsOn July 1, 2023 all standard Universal Analytics (UA) properties have stopped processing data. It's critical to migrate UA property settings to Google Analytics 4, or you will begin to lose data.More details here. Harvest app  auth changes in FreshdeskHarvest is deprecating V1 APIs completely by end of 2023 and will only support V2 APIs. V2 APIs require 2FA and will not work with Basic Auth. Please switch to 2FA and update the Harvest app for continued usage.More details here. Ticket filter in iOS Freshdesk AppFilter tickets on the iOS mobile app on the fly. Use default filters or custom drop-down fields to search for specific list of tickets.More details here. Bug fixes These were the bugs detected, and they’ve now been fixed.Single line & multi-line text fields were not retained on archiving the ticket. Ticket creation time was displayed incorrectly when an agent tried to merge two tickets. Contacts import email delivery failed when the profile language was non-English. Canned responses failed to load for agents on the tickets page when many canned responses were configured. The ‘Merge’ button was not visible in the Parent ticket. Agents were unable to log in using SSO in sandbox accounts. Customers were able to toggle ON the Freddy AI features multiple times when logged in from different browsers. Average Handling Time (AHT) was enabled in the production account when customers tried enabling other features in the sandbox account. The time of ticket creation was displayed wrongly due to daylight saving savings time. There was a mismatch in the data displayed in the dashboard widget and drill-down data. The values under the custom ticket dropdown field were not displayed in alphabetical order in the customer portal. The video on the threads feature was not working. End users were unable to log in to the customers’ portal unless the 'Remember me on this computer' checkbox was checked. Automation rules set up based on SLA violations were not executed. Attachments were not included when automation for forwarding as a thread was configured. The email field options (From, To, CC, BCC) were not visible when customers tried to forward a thread. The First Response Due tag was not shown on tickets even though the first response time was breached. The help widget did not load properly on the customer portal. There were issues with the images in the signature when printing the ticket. Tickets were assigned to agents who only had view access.Cheers! 

Join us for our latest webinar on 18th July, 2023 to learn all about what’s new with CX at Freshworks.  We'll be covering three major topicsOur AI vision for customer service Freddy’s generative AI capabilities Q2 product innovationsOver 650 people have already registered to gain valuable insight into how to apply the CX updates to their businesses. Sign up now and join the growing community of successful customer experiences!Register now to secure your spot 

New Features and Enhancements Bug fixes New Features and EnhancementsAll Below features and enhancements are available to all customers from May 30, 2023GPT-based enhancements to Freshdesk Introducing three new Freddy AI features for your Freshdesk account. Enable agents to be more productive with the use of generative AI.Learn moreThreads in Freshdesk Enable your agents to have focused discussions on a ticket without polluting the main conversation pane to resolve complex issues faster.Learn more Track outbound email failures in FreshdeskProactively track any outbound email failures for your Freshdesk account via in-app and email notifications.Learn more Simplified data export in FreshdeskAgents can now export tickets, contacts, companies, or even granular account data in easy steps and access it anytime, from a centralized window, within Freshdesk.Learn more  Ticket filter in Freshdesk appFilter tickets on the mobile app on the fly. Use default filters or custom drop-down fields to search for a specific list of tickets.Learn more Bug fixes These were the bugs detected, and they’ve now been fixed.Customers were unable to toggle the Chat settings on/off from their Omnichannel account. There were a few missed translations for the Lithuanian language in the customer portal. There was an issue with the Czech translation of the information in the Quoted text. When customers tried to add values to the ticket field 'Issue Category L1', random error messages were shown. A few customers were unable to use ‘Sort by due date’ as it was not enabled for them. When customers clicked on a heading from the Table of Content in the Freshdesk KnowledgeBase, they were redirected to the wrong heading. The first comments on a Facebook post did not get appended to the ticket. The login page was shown again after users logged in as customer. The requestor language was set to Catalan by default when a few customers tried to sign up and raise tickets via the portal. The ticket list view UI broke when customers hovered over the status field. When customers moved to the next page in ticket list view, the tickets were displayed in the wrong order. The customer portal showed an error when customers tried to access it. Tickets were generated in English even though Freshdesk and Freshdesk Contact Center languages were set to German. Customers were unable to format text in the email notifications editor. Agents were unable to download the export file. The Facebook page was not loading for a few customers. There were issues with German translation on the customer portal. There were issues with scenario automations set up by customers. Customers were unable to install the Slack app within Freshdesk. The time log functionality was not working for customers who had set their profile language to Arabic. The response choices were not in order after reordering the custom field choices. The timezone was incorrect for Egypt and Mexico City customers due to Daylight savings. Account Exports icon was not shown in Admin page for supervisors. Customers were receiving multiple emails regarding ‘Freshdesk custom mailbox error - Unexpected error.’ Cheers!

Agents can create Threads on Private notes, start a Discussion Thread, or while Forwarding a ticket to loop in fellow agents and other stakeholders to provide a complete context of the ticket. Threads organize conversations and focus discussions about the ticket or a topic within a particular ticket. It simplifies conversations on a chat-like experience for agents to collaborate with agents and stakeholders efficiently. Threads in FreshdeskAgents can collaborate within the ticket using different threads in Freshdesk:Forward Threads to collaborate on ticket forwards and keep track of subsequent replies.  Private Threads to collaborate on Private Notes, Public Notes, and agent or customer responses.  Discussion Threads to collaborate on a specific ticket in a chat-like interface to resolve issues faster. (Discussion Threads will be visible in the new ‘Threads’ panel and not on the ticket screen)Threads enable agents to Improve agility in initiating discussions with multiple stakeholders on a ticket in a focused manner. Effortlessly collaborate with fellow agents and third-party stakeholders while retaining context within the ticket. Organize internal collaboration without polluting the main conversation pane.Agents can tag and notify/collaborate with fellow Freshdesk agents or third parties (using Collaborators) on a Thread about a specific topic or an issue. They can invite any agent or parties into a Thread by an ‘@’ mention to invite them into the conversation, collaborate and resolve a ticket.  All conversations on Threads will be only visible to agents logged in to the Freshdesk support portal. Please refer to these solution articles to learn more about Threads.

New Features and Enhancements Bug fixes All Below features and enhancements are available to all customers from Apr 30, 2023 New Features and EnhancementsLanguage support for Custom Objects in FreshdeskUpload translated labels for your custom object names and field labels in Freshdesk. This will be displayed to the agents in their preferred language. More details here. Custom agent statuses in FreshdeskGet insights into how agents spend their time when unavailable to assist new customers. Use the availability dashboard to view and update the team’s statuses in real time. More details here. Bug fixes These were the bugs detected, and they’ve now been fixed.There were issues in loading a company's contacts list when there were many company associations. Ticket templates did not load when the section field had the custom object's field. Thread automation did not work when custom object automation was enabled. Duplicate activities were displayed on the ticket details page. The skill ID was set to null for a few tickets that were routed based on skills. Freddy's suggestion did not get applied for the Ticket Field 'Product' on the ticket details page. The text status was broken on the customer portal UI when the text status was long. The site went down when customers tried updating their vanity URL. Spaces at the beginning of a canned response title were not removed when customers saved it. Formatting of text in list format broke when agents tried to copy-paste them into the text editor. Customers were unable to apply the agent response filter in the List view. The ticket update button was enabled even when customers didn’t make any changes to the ticket properties. The Roles page translation was broken when the profile language was set to German. An error was thrown when customers tried to use Assume Identity of a contact. Customers were unable to add emails with the ‘+’ symbol as an action under Automations. Customers were facing an error when they tried to remove widgets from the dashboard. There was an issue with getting the conversations via public API. When customers exported tickets from the list view on the tickets page, the export email's subject displayed the wrong date. Customers were unable to use the scroll manually to slide across their advanced email settings. Updating the tags for a ticket did not send any app events. Customers were able to save the Company name without filling up the mandatory Contact field. Agents were not getting email notifications when tickets were assigned. The down arrow was not visible in the ticket properties section on Windows devices. Customers were unable to post agent replies as solution articles from the mobile app. Notifications were not sent out for tickets assigned to a group. The notifications on the Security page loaded only after a long delay when customers tried to add new admins to their accounts. The description was not carried over when customers tried to clone a ticket template. The Portal theme was broken and threw an error when customers added an emoji in portal customization. There were issues when customers tried to downgrade Field Service Management. Ticket activities did not show the assigned agent name when the assigned agent was deleted. The status was not translated while customers tried to view the child ticket status linked with a parent ticket in Swedish. The language dropdown in the customer portal was not unique on the home and ticket pages. There was a misalignment of the image after agents responded to a ticket. There were issues with selecting the text on the reply editor. Cheers!

New Features and Enhancements Bug fixesNew Features and EnhancementsAll below features and enhancements are available to all customers as on 1st Apr, 2023 Sorting canned responses in FreshdeskSort the canned responses within each folder to locate the required canned responses faster and for ease of analysis.More details here. Cookie policy control in FreshdeskEnable/disable the default cookie policy consent pop-up on the customer portal so customers can see what cookies are collected on the portal to be GDPR compliant.More details here. Bug fixes Customers were unable to submit tickets from the portal when certain ticket fields were set as mandatory.  There were a few data inconsistencies in SLA violated ticket reports in Analytics.  There was a delay in ticket creation for customers who had a large number of ticket fields. A few values weren’t translated and were displayed in English on the customer portal. A few customers received multiple duplicate tickets when they were raised via the portal.  The article link on the Feedback tickets from a Japanese-translated article was broken. Automation rule was executed on a ticket that didn’t match the conditions set. Clicking on the ‘Undo send’ option showed a blank text for a few customers.  There were issues in creating report exports. The agent skill page was empty when customers enabled skill based routing in their account.  The widget ticket forms were stuck in infinite loading state. The grammar checking tool ‘Microsoft Editor: Spelling & Grammar Checker’ extension did not work inside Freshdesk.  The new ticket page in the customer portal did not reflect translation changes when customers uploaded a custom translation file. The unlink option in the hyperlink attached to articles/forum topics did not work as expected.  Custom apps did not work on the customer portal.  The spam folder did not load and showed a time out error when the ticket count was huge.  The contact search option was broken when language was translated to German.  Customers were not able to add columns to excel cells in the reply note.