Freshdesk and Freshdesk Omnichannel Release Notes - June 2022

New Features and Enhancements Bug fixesNew Features and Enhancements Unified Customer Record (UCR) for Freshdesk OmnichannelYou can now provide more personalized support with a 360-degree view of your customers. UCR, powered by Neo, unifies customer data across Freshdesk Support Desk, Freshchat, and Freshdesk Contact Center. More details here. Contextual support with custom objects in FreshdeskEnable your agents to get full context on tickets right inside the Tickets page without struggling to fetch data from multiple tools.More details here. Freshdesk Omnichannel agent status - Early Access ProgramWith status types, you can quickly see how much time your team spends on work-related tasks versus breaks. Custom agent statuses help you understand how agents spend their time when they’re unavailable for automatic ticket assignment.More details here. Bug fixes These were the bugs detected, and they’ve now been fixed. The default form title was not translated into the selected language. The agent portal dashboard displayed the same product name twice. Customers were unable to save a contact number with special characters. The agent name was not updated in UCR when the contact was created from Freshdesk. Deleted contacts in Freshdesk were not updated when the same email was associated with a Chat visitor. When an agent was converted to a contact, the details were not updated in the account. Notes did not get merged as expected when two contacts were merged. The Solutions category was misplaced in the Knowledge Base portal. Customers were unable to upload videos to the Solutions page. Customers were unable to open Multiple forms when the form was in a non-English language. There was an issue with redirection in the customer portal. Customers were unable to create Canned responses when the language was set to Czech. Auto-recharge for bots was triggered multiple times for a few customers. There were UI flickering issues when customers hovered their mouse over the ticket timeline on the Contact/Company details page. Cheers! :)

Related products:Freshdesk Support Desk

Freshservice Release Notes - July 2022

 Note: All the features/enhancements below will be available on Starter and Growth plans on Jul 14th. For Pro and Enterprise plans will be available on Jul 28th.Product version: 2022.R07L.01New Features and Enhancements [Beta] Timer Node in Workflows Cloud Management  Asset Workflow Enhancements Device42-Freshservice’s upgraded integration Software and SaaS usage Analytics SMS support for On-Call Management  VCF files to track calls from Freshservice Alert properties additional information  Watcher Removal to be Captured in the Ticket Activity Logs Send Reports from the Global Primary Email Address Export Service Item and Asset Type-specific Fields in Analytics Enhanced Ticket Module Deprecation of Freshservice APIs - Version 1 Bug Fixes New Features and Enhancements [Beta] Timer Node in WorkflowsCategory: AutomationAdmins can introduce a time delay or pause the workflow for a set duration of time. Trigger escalation emails, send reminders, grant access to agents for a stipulated amount of time, and much more using the Timer nodes. More details here.  Cloud Management Category: IT Asset Management With Freshservice Cloud Management, mitigate the complexity of a multi-cloud environment with a clear view of your assets and their relationships, and power service management and operations management processes with visibility into cloud service dependencies in a unified platform. Freshservice Cloud Management lets you: Discover your multi-cloud resources in Freshservice’s CMDB to build a single, integrated source of truth. Remediate issues faster with cloud infra dependencies captured right within your service management solution. Automate cloud management tasks with a unified self-service cloud catalog.  More details here. Note: This feature will be available by July 31st, 2022.  Asset Workflow EnhancementsCategory: IT Asset Management, Workflows/AutomationThe following actions will be available in the Action node of Asset Workflows. Remove associated software installations- Automatically delete software associated with an asset when it is moved to a retired or expired state.Note: This action will only remove the software associated and not delete the software. Disable asset discovery action-  Disable the asset discovery (via probe and agent) for retired or expired assets and convert them to unmanaged assets. Note: The above workflow actions will be visible only for the hardware and cloud asset types. To re-enable the discovery for the asset navigate to the detailed asset view.  Device42-Freshservice’s upgraded integrationCategory: IT Asset Management Get advanced asset discovery and dependency mapping in Freshservice with our Device42 integration. With Device42 you can now discover and sync: Business Apps and their relationships Device Warranty Information Contracts More details here.View marketplace app Software and SaaS usage AnalyticsCategory: IT Asset Management With software reports in Freshservice analytics, stay on top of your software and SaaS usage metrics like: Software overview:  Track software used based on varied criteria like status, users, source of creation, publisher, and more.  Software Insights: Track software trends observed across your organization like most used software, top software with potential savings, and monthly software trends.  Software Users and Installs: Track installs and users for every software.  Software contracts: Track software with and without contracts. Note: This feature was released on June 14th, 2022.More details here. SMS support for On-Call Management Category: IT Operations ManagementUsers can now refer to the list of geographies where SMS support for On-Call Management is available before configuring their on-call schedules. More details here. VCF files to track calls from FreshserviceCategory: IT Operations ManagementCustomers using the On-Call Management module can now track calls from Freshservice by downloading VCF files.More details here. Alert properties additional information Category: IT Operations ManagementUsers can now see additional information fields in any Freshservice ticket body. Watcher Removal to be Captured in the Ticket Activity LogsCategory: IT Service ManagementAgents now have an option to track a watcher removal in the activity logs. With this enhancement, a removed watcher and the user who has removed it both will be captured in the ticket activity log. Send Reports from the Global Primary Email AddressCategory: IT Service ManagementGet analytics reports and schedules from your brand email id. Going forth, your primary email address, under Global Support Emails, will be used for sending out exports and schedules. Export Service Item and Asset Type-specific Fields in AnalyticsCategory: IT Service ManagementUsers can now deep-dive into service items and asset type-specific fields by exporting those fields and analyzing the data from Analytics data exports.Note: This feature will be available to all plan customers on July 28th. Enhanced Ticket ModuleCategory: Mobile AppWith this enhancement, agents will get an intuitive Ticket Management interface that will help them be more productive on the go.Note: This enhancement will be available on only the android app.    Deprecation of Freshservice APIs - Version 1Category: IT Service ManagementREMINDER 1 : Version 1 of Freshservice APIs will be deprecated on November 30, 2022. You can make API calls using Version 2 of the Freshservice APIs, which offers more functionalities and error handling.Once API V1 is deprecated, you won’t be able to use it in the areas listed below.  You need to convert all your existing API V1 calls to API V2 calls. Workflow Automator ( Web Request nodes and “Trigger Webhook” Action nodes) Custom apps Portal Customization     Any custom services or middleware developed using Freshservice API V1    Note: After,Nov 30, 2022 all the API V1 endpoints will be retired, and all your workflows or customizations that use API V1 endpoints will cease to work as expected. Do ensure that you switch to API V2 endpoints by then to avoid any disruptions.More details here. Bug Fixes These were the product defects detected and they’ve now been fixed. Customers were getting errors when they tried to clone an asset using the Clone assets app. Assets in inventory that were linked to AWS were discovered as new assets instead of performing updates on the old ones. When in the requester profile, 'Can see all tickets from this department' is unchecked, the approval that has already been delegated was also removed. In Workflow Automator, when the user saves an approval action node and reopens the node to edit the approvers, the close button 'x' to remove the approver does not work, and the user remains as an approver. (The issue was only for ticket automators and hardcoded and static approver names. It did not affect dynamic records.) Users were unable to create workflows if the asset type's name contains any special characters, such as a double quote in it. Updating the department custom date field via API was showing the date as per the user timezone setting in the portal. If a different TimeZone user views the department, it shows the date as per their Timezone. When the user selects the announcement's expiry date in the date picker, it saves it for the day before the date chosen. In software custom fields, if the dropdown value contains a less than symbol "<, "it is displayed as < instead of the actual less than the symbol "<. " Agents were not able to associate a ticket with Freshrelease standalone app. Project time entries export and project tasks export emails were not sent to the user who exports them in the New-gen Project Management. In New-gen project management, Project Cloning was failing for some customers. When a custom asset field name starts with a number, asset updation via API (Version 2) was throwing an error.  In the purchase order, creating a purchase order with the date field only shows the day and the month, not the year. In workflow automator, when a service request has no approval requested, it doesn't work.  The Auto- Ticket Merger App was not closing the duplicate tickets. The group assignment was removed when an agent updated a task within a ticket (like the date or time). On-call calendar didn’t load when more than one override was created for a shift configured during the daylight saving period Incidents assigned to agents on acknowledgment didn’t show up on the dashboard widget. In on-call management, the calendar preview didn’t display the right data for a shift with custom intervals and a weekly shift rotation.

Related products:Freshservice

Introducing Low Code on Freshworks developer platform, powered by Neo

Evolving customer needs requires continuous and fast innovations. Low Code on Freshworks developer platform helps businesses build secure and scalable enterprise-grade apps with minimal coding. WIth Low Code app development, you can reduce dependency on your core tech teams and enable citizen developers within your organization to build solutions faster. Capabilities: Drag & Drop: Extensive component catalog to build apps in minutes by using the drag and drop capability! Configure workflows: Visualize workflows better and accelerate application delivery. Plug & Play: Pre-built templates so that you always focus on the business problem. One-click Deployment - Deploy apps faster with single-click deployments. We have introduced Beta access to our Low Code platform for Freshdesk & Freshservice customers and will extend to our other products very soon! You can sign up for Beta access by visiting our website: https://www.freshworks.com/platform/low-code/You can also check our one-pager on Low Code hereIf you want to know more about Low Code on Freshworks developer platform, register for our webinar here. We will also give a live demo on how you can start building your first app using our platform. The webinar recording will be shared with everyone who registers. Register Now!Say goodbye to grunt works and explore the power of building applications with minimal coding faster for the future with Low Code!

Related products:Freshworks Neo

Freshworks Neo: Why you need Low Code application development to build for the future

Customer demands and expectations are rising rapidly with digitization. With changing business dynamics, keeping up is more difficult than ever. According to a study, 66% of customers expect companies to understand their needs and expectations and act on them quickly. In a fast digitizing world with changing expectations, the pressure to deliver is increasing. Organizations, whether big or small, spend vast sums of money to keep up. Yet most IT departments and developers are always buried under enormous workloads. The rising global shortage of qualified developers does not help either! A study has found that, in December 2020, the global shortage of software developers reached an all-time high of 40 million, and experts predict the number may reach 85.2 million by 2030. With rising costs adding more developers will only put extra stress on your budget. How do you deliver modern, secure, and scalable solutions fast with all these challenges?  Low code app development to the rescue!Enter low code app development! What is low code development? It is an approach to software development that lets you create fully functional apps faster with minimal lines of handwritten code. It enables you to use pre-built templates and components (aka building blocks), which bring out functional applications when put in logical sequences. Traditional coding demands much time to master and requires a specific skill set. Graphical and visual development with low code enables people with less or no development skills to build apps quickly and solve specific business problems within their domain of expertise.  Empower your tech-savvy employees to become citizen developers One of the biggest challenges that any business faces today is the lack of developer resources or IT bandwidth to work on customer experiences regularly. With the shortage of skilled developers skyrocketing, you need low code to bridge this demand and supply gap. Not only this but with multiple moving parts in an organization, business goals are rarely aligned with IT goals. How does low code application development solve this? It makes application development easier for everyone! Whether a marketer, customer success manager, tech admin, HR, or an operations guy, with some level of technical understanding, they can be empowered or trained to build apps and solve business problems. They are the people who understand and drive your business ahead. What benefits can you drive with low code? Save costs - Low code lets citizen developers within your organization build apps for multiple business use cases. It solves two specific problems. With the rising cost of hiring skilled developers, you can keep your hiring costs in check. Additionally, IT teams can now focus on more demanding tech questions and reduce wasting time on projects that do not demand their technical expertise. Tackle shadow IT - Low code enables business leaders or anyone from your team with basic technical knowledge to build apps based on their needs with some support and guidance from your internal IT teams. This can significantly reduce the risk of employees using third-party applications to solve operational challenges, which can be a potential security threat to your organization in the long run.  Build through collaboration - Whether you build apps to improve your customer experience or solve operational roadblocks, you need buy-ins from multiple teams, viz. product, engineering, design, and executive management. Modern-day low code tools let multiple teams collaborate to build apps through a shared virtual space and a shared language. Everyone involved has a clear view of how the app functions, and there is no break in communication even if they are working from multiple locations.  Low-code application development platforms can be a game-changer for you if you are a business operating in the current environment and want to drive customer delight. Until now, you might have a fair idea of what a low code platform is, why you need to start thinking about it, and some benefits your business can drive with low code. But what are some key features that make these platforms different from your traditional application development?  Let's look into some common ones you may come across: Drag and Drop elements - This is one of the most important or, should we say, the most crucial aspect of any low code application development tool. Select suitable elements from an already existing component library to build an app fast  Visual modeling - One of the critical aspects of low code tools that lets citizen developers create apps quickly is their ability to provide visual and logical representations of the application under construction. This makes it comprehensible to anyone, irrespective of their level of technical know-how. Also promotes development through multi-team collaboration. Reusability -With out-of-the-box capabilities, developers can use pre-built templates and components to build apps. It not only makes the app building process a lot faster but is also one of the key features that differentiate a low code platform from a high code platform.  Lifecycle management - Low code app development platforms streamline and simplify different stages of an app development journey, from testing and debugging to deployment.    Why are we talking about Low Code?If you are wondering why we at Freshworks are talking about low code application development suddenly, then you might not be alone. At Freshworks, we continuously seek to innovate and add capabilities that make the lives of businesses and developers easier. Regularly changing business dynamics prompted us to take note of one of the most burning problems our customers might face. Building solutions fast and managing developer resources effectively and reducing costs in the process.Keeping these challenges in mind, we are glad to introduce Low Code on Freshworks Developer Platform, powered by Neo. Now build applications for your customers or extend Freshworks product capabilities without getting tangled in lines of code or syntax. Empower citizen developers to build solutions for the future, faster with Low Code. Beta access is now open for Freshdesk and Freshservice customers. Sign up for Beta here and join our waitlist: https://www.freshworks.com/platform/low-code/Want to know more about Low Code on Fresworks developer platform? Join us for an exclusive live webinar on the 7th of July 2022, to learn more about our Low code capability. We also have a hands-on demo on getting started to build with your first app using low code. Register Now

Related products:Freshworks Neo

Freshdesk Contact Center Release Notes - May 2022

New Features and Enhancements Bug fixesNew Features and Enhancements injixo integration for Freshdesk Contact CenterForecast, schedule, and monitor performance in real-time with this integration. You can now use the injixo app to manage your workforce across ticket, chat, and call data.More details here. Bug fixes These were the bugs detected, and they’ve now been fixed. The call metrics page showed that an agent received a call when a call timed out. Callback wasn’t initiated to end user for certain use cases. Calls were ringing to other agents even after an agent attended a call when Round Robin ringing was enabled. Call credits weren’t added to certain accounts even after successful payment. When using Power Dialer, the call notes added were not added when the ‘Dial Next’ option was selected. Calls could not be placed from Freshdesk Contact Center for contacts saved on the Omnichannel account. Customers were unable to play call recordings from the call metrics slider. Call barging was not displayed in call lifecycle for few customers when the end user was put on hold. Agents were deleted from an account even though the admin did not initiate the deletion. Calls weren’t ended automatically when an agent attends a call right when an end user ends it. When a end user hangs up a call when call transfer was initiated, the event did not get recorded in Call Lifecycle. The call status of a blocked call was reflected as ‘missed call’. The agent name was not reflected in call lifecycle when a warm transfer was initiated. The agent name was not reflected in call lifecycle when they attended the call from their mobile. Customers were unable to preview the message uploaded for voicemail. Cheers!

Related products:Freshdesk Contact Center

Freshchat Release Notes - May 2022

New Features and Enhancements Bug fixesNew Features and Enhancements Freshdesk Messaging is Freshchat!We have turned the clock back and reverted to the original product name, Freshchat. We heard from many of you that you preferred the original name, and we realize that it more accurately conveys the power of conversational engagement across our portfolio.You will see the new name reflected in the product over the next few days. You'll still be able to use the product as-is and no action is required on your part.Here is a handy picture that captures our portfolio: Custom agent status in FreshchatWith Agent Status, get complete visibility into how agents are spending their time when they’re unavailable to assist customers. This makes planning for workforce management much easier.More details here. Quick Actions in FreshchatWith Quick Actions in the bot widget, you can move around quickly while interacting with your bot. With this enhancement, the conversations widget now supports all formats of Quick Actions.More details here.Bug fixes These were the bugs detected, and they’ve now been fixed. Customers on the older Garden plan were unable to add new WhatsApp numbers to their accounts. Customers faced authorization issues on their Freshchat account when they deleted their account and created it again. Customers were facing errors when they tried to add an agent to their Freshchat account. When a deleted conversation was assigned to a group, the status message was still being marked ‘assigned’. The source field was not displayed in the contact fetch API for WhatsApp initiated conversations. The Campaigns and Topics page did not load for a few customers when a bot flow failed. When a contact isn’t saved, the customer name was displayed as ‘Null’ in the Conversations tab. The bot widget didn’t load for customers who migrated from older plans to Unified Bot Builder. The bot widget didn’t load when a second widget was opened by the same customer in a different page. Customers were unable to deploy bots on the default Topics page. Bot dialogues didn’t shift to active mode when the node status was changed from Inactive to Active. The bots widget displayed the time zone as etc/unknown. When a end user inputs a value into a node that’s configured as non-input, the conversation got closed automatically. The bots widget buffered in certain websites when the user switched tabs, and did not reload when the end user switched the tabs back. Customers were not able to differentiate between public and private dialogs as tags were not present. WhatsApp bot displayed an error for few customers after the end user responded. Customers were unable to create new versions for published bots. The ‘Start again’ option in the bot widget did not work as expected when the conversation was transferred to an agent. UTC time was displayed to customers who used the function ‘Add working days to date with timezone’. Customers were displayed an error on entering a valid email ID in the Export Reports bot page. Cheers!

Related products:Freshchat

Freshdesk Support Desk and Freshdesk Omnichannel Release Notes - May 2022

New Features and Enhancements Bug fixesNew Features and EnhancementsMultiple ticket forms in FreshdeskEffortlessly create multiple forms out-of-the-box and provide a tailored experience for their customers. Additionally, they can automate workflows based on the form a customer contacted them from and gain insights on form usage, trends, and more using analytics.Here are some things you can do with multiple ticket forms:  Create tailored forms for different customers’ brand or product or issue.  Automate workflows on tickets created from different forms.  Draw actionable insights on different form usage, trends, etc., Hand-hold customers at every step of their form-filling experience.  Extend the capabilities of forms by integrating with out-of-the-box marketplace apps. More details here.Omnichannel agent status (Early Access Program- EAP)Get complete visibility into how your agents are spending their time when they’re unavailable to assist customers. You can build custom statuses like ‘On a break’, ‘In a meeting’, etc., to enable agents to indicate what they’re doing when they’re unable to take new requests. Use reports to understand how much time they spend in a meeting vs addressing issues, for how long they’re available, and more. This makes planning for workforce management much easier and helps evaluate agents better.Caveats to be aware of: Agents will be able to set their availability only from Freshdesk Omnichannel once this feature is enabled.  The toggle bar for setting availability in Freshdesk Messaging IntelliAssign will be disabled for agents once this feature is enabled. Custom and default statuses in Freshdesk Contact Center will be migrated to Freshdesk Omnichannel for agents once this feature is enabled. Fill this form to sign up for it. More details about the feature here.Available only on Freshdesk Omnichannel Pro and Enterprise plans.Bug fixes These were the bugs detected, and they’ve now been fixed. Unable to create new agents. Multiple tickets were assigned to agents breaching the capping limit. ‘Other’ phone numbers were not displayed on the contact profile page. An error was thrown when tickets under the filter ‘ Tickets I'm watching' were exported. User values were missing in the exports that were scheduled. Audit logs were not working when nested field conditions were changed. There was a slowness issue in customer portal. Tickets were not getting exported when the user language was changed to a non-English language. Author name was not getting displayed in knowledge base articles. When a company was created with a domain, all contacts ending with that domain were associated to the domain instead of mapping contacts with the exact domain. Issue with translations in sign up page. Cheers!

Related products:Freshdesk Support Desk

Freshmarketer Release Notes — May 2022

New Features and Enhancements Account-based segmentationCreate segments based on the related account properties of contacts in the CRM. This will enable you to filter out contacts based on account field values and add them to journeys or campaigns. Account-based segmentation is helpful when you would like to target contacts belonging to select organizations. You can also target accounts based on industry type, employee size, or annual revenues.More details here. Record TypesRecord Types allow you to classify data in contacts, accounts, deals, and custom modules so users from different roles can consume and update data in the CRM in different ways. This is possible by having different field permissions and data scoping per record type per role. Based on the record type, administrators can also set up different types of follow-up processes or automations like workflows, sequences, auto-assignment rules.More details here. Note: This feature has now been rolled out only for new sign-ups. Bugs:  Roles and Permissions: A few users reported that they were unable to add or revoke the roles permission for Leads, Contacts, Accounts, Deals, and Custom Modules. This has been fixed.   Lifecycle StageA few users reported that deleted Lifecycle stage statuses were showing up in the contact details page. This has been fixed.   Left Nav Bar:Several users reported that the Left Nav Bar in Existing Growth plan accounts were not getting loaded. This has been fixed. 

Related products:Freshmarketer

Freshsales Release Notes — May 2022

New Features and EnhancementsNew FeaturesWorkflow TemplatesWorkflow Templates consist of a set of pre-designed action flows that can help you automate the most common business activity without needing to set up a workflow from scratch. Some common use cases such as email reminders to sales owners for new prospects or creating follow-up tasks for new deals can now by enabled at the click of a button. As a user, you can simply choose a template that suits your requirement and enable it at the click of a button. You can also customize a template with additional actions to suit your specific business needs.More details here. Record TypesRecord Types allow you to classify data in contacts, accounts, deals, and custom modules so users from different roles can consume and update data in the CRM in different ways. This is possible by having different field permissions and data scoping per record type per role. Based on the record type, administrators can also set up different types of follow-up processes or automations like workflows, sequences, auto-assignment rules.More details here.Note: This feature has now been rolled out only for new sign-ups.EnhancementFreddy pipeline reorder implementationThe pipeline order under the Freddy AI view can now be modified. A slider section has been introduced on the Freddy AI view which users can access by clicking the gear icon. This allows users to sort the order of the columns to suit their priority.Bugs: Roles and Permissions: A few users reported that they were unable to add or revoke the roles permission for Leads, Contacts, Accounts, Deals, and Custom Modules. This has been fixed.   Lifecycle StageA few users reported that deleted Lifecycle stage statuses were showing up in the contact details page. This has been fixed.   Appointments:A few accounts reported that appointments for inactive users were getting synced. This has been fixed.   Left Nav Bar:Several users reported that the Left Nav Bar in Existing Growth plan accounts were not getting loaded. This has been fixed.    Workflows: Some users reported that hidden and read-only fields were being fetched in workflow conditions and actions for the contacts module. This has been fixed. Some accounts reported that workflows were not triggered when the list field was updated. This has been fixed.

Related products:Freshsales

Freshservice Release Notes - June 2022

Important update: We have updated the release timelines of “Rest APIs for New-Gen Project Management ” on 01st July 2022. This enhancement will be available by 15th Jul' 22 instead of 30th June’22.Note: All the features/enhancements below will be available on Starter and Growth plans on Jun 15th. For Pro and Enterprise plans will be available on Jun 29th.Product version: 2022.R06L.01New Features and Enhancements On-Call Management now in GA & also available under Growth plan CSAT survey for agents created tickets Reporting on Custom User Fields in Analytics Rest APIs for New-Gen Project Management  Enhanced asset audit using Discovery Probe Enhanced software discovery from VMware vCenter using Discovery Agent ‘Ticket is acknowledged’ as a workflow event Orchestration Center Updates Bug Fixes New Features and Enhancements On-Call Management now in GA & also available under Growth planCategory: IT Operations ManagementTrial customers will now no longer need to raise a special request for trying out the On-Call Management module. Plus, the module will now also be available under the Growth plan in addition to the existing Pro and Enterprise plans. Major enhancements since the beta in November now enable users to receive separate notifications for Urgent and High priority incidents, disable notifications and escalation based on incident priority, collaborate on Slack, and increase the total interval between escalation levels by up to 24 hours. This module will be generally available by the end of June in all data centers except India.More details here. CSAT survey for agents created ticketsCategory: IT Service ManagementAgents can now receive customer satisfaction surveys for the tickets created by them. Admins should be able to configure this feature from the CSAT Survey List page to enable/disable sending surveys for tickets raised by requesters who are also an agent in the system.  Reporting on Custom User Fields in AnalyticsCategory: IT Service ManagementAgents can now report on custom fields added to a user's profile. These fields will also appear under the associated agent and requester set of fields when you create reports for other modules, such as tickets, problems, and assets.Note: This will be available for all plans by 30th June. Rest APIs for New-Gen Project Management Category: Project ManagementUsers of new-gen project management will now be able to read, create, update and delete projects and project tasks via APIs and leverage or manage their project data from third-party tools.Note: We have updated the release timelines of this enhancement on 01st July 2022. This will be available by 15th Jul' 22 instead of 30th June’22. Enhanced asset audit using Discovery ProbeCategory: IT Asset ManagementDiscovery Probe can now capture audit records for all device scans irrespective of incidence of changes in their state.Note: This enhancement can be enabled on demand by reaching out to support@freshservice.com Enhanced software discovery from VMware vCenter using Discovery AgentCategory: IT Asset ManagementDiscovering software from VMware cloud assets using discovery agent is now more powerful with enhanced reconciliation. ‘Ticket is acknowledged’ as a workflow eventCategory: Workflows/AutomationTrigger workflows when a ticket is acknowledged as part of On Call Management.For example, perform actions like adding a note or sending an email based on when a ticket is acknowledged. Orchestration Center UpdatesCategory: Workflows/AutomationNew Orchestration apps: Bitbucket: Perform operations on projects, repositories, pulls, issues, issue comments, and issue attachments using the Bitbucket Orchestration app. More details here Freshdesk- Invoke operations on Freshdesk Support Desk Agents, Groups, and Tickets via the Workflow Automator. More details here Gitlab On-prem -  Perform User, Group, and Project Management actions on Gitlab Onprem with the help of the Orchestration Server. More details here PagerDuty -  Create incidents and perform user-based actions on Pagerduty. More details here    Orchestration App Enhancements:Okta : Perform the following actions in Okta  Assign a group to the application  Get assigned user for the application  Remove group from application  Gsuite : Perform the following actions in Gsuite   Enable Auto Reply  Create Forwarding Address  Wipe User Device  Transfer UserData  Bug Fixes These were the product defects detected and they’ve now been fixed. 500 error while accessing Employee Onboarding (EOB) tickets. When the account level timezone was set to Eastern Time (UTC-11) in production, the sandbox was getting created at a different timezone (UTC-5). The date on the list page showed one date previous to the selected date on the ticket list page. Agents were not able to access tickets from the ticket associations in the new-gen project management. In End User Portal - Requesters were not able to access the portal. In edge cases, Service requests were created without considering all the mandatory fields. On-Call Schedule - When the schedule is being added the second time to the on-call calendar, it was throwing an error. During active directory user sync certain scenarios were not triggered in the FreshID callback. Serial numbers starting with zero get truncated when exporting the assets. The automatic reminder email in the Employee Onboarding (EOB) was not working as expected.  In Workflow Automator, Condition node - the combination of none and any group with the INCLUDES operator doesn't work as expected. 'Add People' option on the ticket was showing an incorrect notification message. In the Conversation portal, users were getting solution articles that they didn't have permission to access.

Related products:Freshservice

Scale up your Shopify store with Freshmarketer

For both traditional retail businesses and emerging e-commerce businesses, stepping into digital brings challenges in setting up and scaling digital processes that help them engage with and improve conversions from their online stores. We are happy to announce Freshmarketer for Shopify, an integration tailor-made for Shopify businesses. With this integration, your CRM experience will be optimised to suit e-commerce selling and works straight out of the box. The following benefits are offered: Targeted Outreach and Automation Use Shopify web store events as filters to create customer cohorts and target them based on their visits and purchase behavior. Playbooks for e-commerce Multichannel Engagement Run personalized multichannel campaigns that engage with your customers 1:1 and at scale. Use email, SMS, WhatsApp, and live chat. Engage webpage visitors with self-service bots and prevent sales from falling through. Boost engagement with returning customers by deploying bots that run targeted campaigns. Journey builder with Shopify events Drive meaningful conversations with context  With the details page, every buyer who purchases from your store now gets assigned a dedicated page that tracks every website visit and action. This helps you understand buyer intent when engaging 1:1 with the customers.Shopify events on the details page Actionable insights for your online store Track key metrics from your Shopify store such as Selling Volume, Avg Order Value, Top Items sold, Campaign performance, and more.eCommerce business report 

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Freshservice Release Notes - May 2022

Important update: We have updated the scope of work for ‘Escalation levels in the on-call management’ on 20th May 2022. With the new scope, users can now increase the total interval between escalation levels by up to 1 day instead of 7 days.Note: All the features/enhancements below will be available on Starter and Growth plans on May 16th. For Pro and Enterprise plans will be available on May 30th.Product version: 2022.R05L.01New Features and Enhancements Increase the interval between escalation levels by up to 7* days Lookup fields to Ticket Forms  Upgraded APIs - Version 2 Upgrading from the Reports Module to the Analytics Module Renaming ‘Department’ & ‘Requester’ Fields in Analytics [For Single Account MSP Customers only] Deprecation of password-based authentication for Google & Microsoft Email New error codes for unauthorized API V1 usage Bug FixesNew Features and Enhancements Increase the interval between escalation levels by up to 7* daysCategory: IT Operations ManagementIn the On-Call Management module, users can now increase the escalation interval across all levels by up to seven* days. Earlier limited to 30 minutes, the time gap can now be configured in days, hours, and minutes. More details here.*Important update: We have updated the scope of work for ‘Escalation levels in the on-call management’ on 20th May 2022. With the new scope, users can now increase the total interval between escalation levels by up to 1 day instead of 7 days. Lookup fields to Ticket Forms Category: IT Service ManagementAdmins can now create ticket fields by referencing relevant data within the service desk. With lookup fields, location, users, departments, and asset values can be referred to in ticket forms. Upgraded APIs - Version 2Category: IT Service ManagementTo empower our users with improved API consistency and enhanced experience, we are deprecating the older version (API V1) by November 30, 2022,  and moving to an upgraded version (API V2).The following features will be impacted due to this deprecation. We recommend replacing API V1  calls with the corresponding API V2 endpoints in the below features. Workflow Automator ( Web Request nodes and “Trigger Webhook” Action nodes) Custom apps Portal Customization  Any custom services or middleware developed using Freshservice APIs Post the deprecation date of November 30, 2022,all API V1 endpoints will not be operational. I.e. all workflows and customizations using API V1 endpoints will stop working. More details here. Upgrading from the Reports Module to the Analytics ModuleCategory: IT Service ManagementTo empower our users with a more robust analytics solution, we are upgrading them from our legacy Reports module to the Analytics module and deprecating the Reports module. This deprecation will affect all the customers using the legacy Reports module, who have already been given access to the Analytics module. More details here.The timelines for the process are: Date Changes Action Required June 2022 The ability to create and edit reports and schedules will be disabled in the legacy Reports module. You will need to leverage the Analytics module to create and edit new reports, schedules, and exports. Migration of old reports to the Analytics module will begin in a phased manner. All schedules that you created in the legacy Reports module will be migrated to the Analytics module in a disabled state.  Users should move to the Analytics module for all their reporting needs as they will not be able to create reports, schedules or exports on the legacy Reports module from June Nov 2022 The legacy Reports module will be deprecated and customers would no longer be able to access it. All schedules migrated from the legacy Reports module will be enabled in the Analytics module. Agents who are authorized to access the reports module would automatically be granted the corresponding permissions for Analytics.  Renaming ‘Department’ & ‘Requester’ Fields in Analytics [For Single Account MSP Customers only]Category: IT Service ManagementTo ensure uniformity in field names across all modules, we are renaming ‘Department’ and ‘Requester’ fields to ‘Company’ and ‘Contact’ respectively in the analytics module in November 2022. This change applies only to our Single-Account MSP mode customers and might have an impact on any third-party integrations/reports built using data exports if the Department / Requester field names are used in those reports. Users must revisit the analytics integrations/apps built using data exports and make necessary changes to the field names. Deprecation of password-based authentication for Google & Microsoft EmailCategory: IT Service ManagementGoogle and Microsoft are going to deprecate the support for password-based authentication due to security protocols. Going forward, they will only support OAuth for their email servers. To prevent any disruption to the ticketing system due to this deprecation and to continue to allow Freshservice to send and receive email through their Gmail/Microsoft accounts, users will need to reauthorize Freshservice to access them using OAuth.More details here.Who is impacted by this change?It applies to customers who have configured helpdesk mailboxes using Google and Microsoft email addresses through password-based authentication. Date Changes Action Required 31st May 2022 Google will no longer support password-based authentication. Mailboxes that continue to use password-based authentication beyond this date cannot send and receive Freshservice mail. Re-authorize the configuration if you see a banner inside your helpdesk, or a ‘Migrate Now’ sign next to the custom email server(s)  30th September 2022 Microsoft will no longer support password-based authentication. Mailboxes that continue to use password-based authentication beyond this date cannot send and receive Freshservice mail.  New error codes for unauthorized API V1 usageCategory: IT Service ManagementWe have moved from the generic 200 response code for unauthorized API V1 actions to causation-based error codes.Previous Code Error Code 200: The user is non authorized to continue with the action Current Code Error Code 401: The user has input the wrong password/API key Error Code 403: The user doesn't have sufficient permission to make that particular API Call  Bug Fixes These were the product defects detected and they’ve now been fixed. Users were unable to attach files while raising tickets via the feedback widget (applies to both pop-up and embedded widget). In the Freshcaller integration widget, during an active call ‘create ticket’ slider disappears. When the schedule is being added the second time to the on call calendar, it throws an error. Execution logs did not work when the orchestration feature was not present. In user management ‘can see all tickets from this department’ or ‘department_ids’ field was being set to false by an API call When a group is created via the MS AD Orch app and a value is entered in the ‘OtherAttributes’ field, it fails to complete the action.

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Freshdesk Contact Center Release Notes - April 2022

New Features and Enhancements Bug fixesNew Features and EnhancementsNote: All the features/enhancements below are available on Free, Growth, Pro, and Enterprise plans. Secure customer payments through the PCIPal appEnsure your business transactions are safe with the PCI Pal app. Compliant with PCI-DSS, the app protects the contact center from fraud, enhances data protection, and reduces the pressure on agents.More details here.Enable Live Dashboard for agentsReduce call wait times and improve customer satisfaction by enabling agents to access the live dashboard. With this enhancement, they can directly attend to high-priority calls without waiting for supervisors to assign calls. More details here. Bug fixes These were the bugs detected and they’ve now been fixed. Contacts created in the Omnichannel account weren’t reflected in the Freshdesk Contact Center account. When an incoming call to the agent was ignored during a parallel call, the customer call got dropped, and instead call resumed with the internal agent. The call lifecycle events did not display the team name when parallel calls are initiated to the team. The in-conversation widget did not display the outgoing call icon when it was minimized during an ongoing parallel call. The banner displayed when a parallel call is accepted did not display the Resume and Disconnect buttons in active state. The call log export for parallel calls did not display values as expected. The ignore functionality did not work as expected when a parallel call was initiated to a team. Searching for a contact that was saved from a Freshdesk Omnichannel account through the Freshdesk Contact Center dialer displayed an error. Freshdesk Contacts page did not open when clicking on Import from the Power Dialer screen. Hovering over a contact in the Call metrics page did not display an external link redirecting to Freshdesk Support Desk. Agents were unable to add to an existing ticket when making an outgoing call. Customers were unable to forward calls to an external number. Customers were unable to access the Freshdesk Contact Center widget from Omnichannel and CRM accounts. When a parallel call was canceled, duplicate events were created. Cheers!

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Freshdesk Messaging Release Notes - April 2022

New Features and Enhancements Bug fixesNew Features and EnhancementsNote: All the features/enhancements below are available on Free, Growth, Pro, and Enterprise plans. Elevate conversational messaging with SMSConnect service providers like Twilio with SMS support on Freshdesk Messaging. You can manage all your conversations instantly on the most popular support channel.More details here.  Analyze chats with Freshdesk Messaging AnalyticsAnalyze and augment your chat conversations to understand the types of customer queries and the volume of chat to allocate resources. Get an overview of agent performance based on actual metrics and KPIs with deeper attribution and tailored insights.More details here.Keep track of requests with mandatory labels and subcategoriesKeep track of the different kinds of requests and messages by labeling conversations. Identify patterns of what your customers are trying to tell you. Based on this information, you can make your product/service better.More details here.Implement bots faster with this upgradeImplement bots faster and improve your go-live time with the clone option on Dialogs. With this option, you don’t have to create dialogs from scratch anymore, you can simply clone dialogs that are similar, make the required changes, and deploy. More details here.Agent Performance Report enhancementsThe Agent Performance reports will now have two columns that record the start and end time. This will help customers segregate and sort the reports easily, especially for those who generate numerous reports in a day. Enhanced access to user propertiesYou can now access user properties that have been previously created from the Freshdesk Customer Fields page. To create a new user property from the Freshdesk Messaging interface, click on New Property → New User Property, which will open the Freshdesk Customer Fields page in a new tab. Bug fixes These were the bugs detected and they’ve now been fixed. For customers on the Omnichannel plan, the default broken image file was displayed for agents who hadn’t set their profile picture. WhatsApp template messages were not displayed to agents for a few chats even after customers had responded to them. Customers were unable to view images attached to the canned responses. On the Team members page, customers were unable to close the sidebar by hitting the ‘X’ button. An error was thrown for a few customers when trying to execute the chat assignment rule. For customers who have integrated Freshdesk Messaging with Apple Business Chat and LINE, the order in which the messages were delivered was skewed. Customers were unable to open the Topic page. When bulk converting chats to tickets, chats that were marked as ‘Closed’ were being shown as ‘New’ tickets on the Tickets page. When viewing the FAQs from solution articles on the chat screen, the link for the Table of Contents didn’t work as expected.  For Facebook conversations, the customer’s profile picture was not displayed in Freshdesk Messaging. Business hours routing during offline hours didn’t work as expected. Deleted channels showed up in the API response for some customers. Conversations were not auto-resolved for some customers. The FAQs viewed by customers were not showing up in the timeline events in Inbox view. Conversations were displayed as unread in the UI even after read receipts were sent. Automation failure emails were sent to customers who had scheduled historical reports. Customers were unable to view the dropdown in Welcome flow when the carousel was configured with more than 25 cards. Customers were facing issues when setting up conditions in the feedback Opinion poll. Agents were unable to view the input box in the chat window when the Inactivity Timer was enabled. Transfer to agent functionality under Conversation settings wasn’t working as expected in the Bot widget. Entity Recognition under bot Flows was not passing the conversation to agents under set conditions. For customers using bots on WhatsApp, the customer name and phone number were not stored properly on the bot’s end. The function configured to add working dates to an existing date was functioning incorrectly. Customers had to scroll horizontally to view solution articles in the Answers module. Custom properties under Deploy page were not captured in the bot conversations. Cheers!

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Freshdesk Support Desk and Freshdesk Omnichannel Release Notes - April 2022

New Features and Enhancements Bug fixesNew Features and Enhancements Note: All the features/enhancements below are available on Free, Growth, Pro, and Enterprise plans.Secure your mobile app with fingerprint and facial recognition:The biometric authentication on Freshdesk Support Desk mobile app ensures that customers can access the app only with their fingerprint or face ID.More details here.  Bug fixes These were the bugs detected and they’ve now been fixed. When an agent is removed from the group via API, the deleted agent’s name reappeared with different access. The number of contacts displayed under a company on the company page was wrong. Marketplace apps page was not shown for SSO Co-exist accounts. Preview was not working for the article list page and article view page. The automation rule did not get triggered when one of the field values was none. An error message was displayed when any value was duplicated in the contact slider form. FSM dropdown fields were not validated before closing ticket. The contacts list page was not loading after sandbox sync. Some strings in accounts weren’t translated properly to Japanese language. Unable to export data from account. Freshdesk contact center recorder not loading inside Freshdesk ticket. Unable to add a new action when webhook action was present for an automation rule.  Cheers!

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Freshservice Release Notes - April 2022

Important update: We have updated the release timelines of “Android mobile updates” on 18th May 2022. This enhancement will be available on 01st Jun' 22 instead of 29th Apr’22.Note: All the features/enhancements below will be available on Blossom, Starter, Garden, and Growth plans on Apr 18th. For Estate, Pro, Forest, and Enterprise plans will be available on Apr 29th.Product version: 2022.R04L.01New Features and Enhancements Reduce MTTR using Automated Grouping for Alerts Gain Flexibility in Noise Reduction by Grouping Alerts using more Values Integrate Monitoring Tools in just three simple steps Detect and Correct Invalid Phone Numbers with Ease Get Separate Notifications for Urgent and High Priority Incidents  Business Impact for Change Increased Size of the Email Attachment New Metrics - Unresolved Tickets Conditional Fields in Tabular Data Edit Gantt bars in Project List View Manage and Optimize SaaS usage better with User Filters Discover and manage Microsoft 365 licenses  Create Relationships with your Software in your Inventory Create and Manage Warranties at ease Stay on top of Software usage with the Analytics Module Workflow Automator Enhancements Orchestration Center Updates Security updates: Discovery Probe and Discovery Agent Mobile App Updates Other updates Neo Admin Center: Create Custom URL  New Features and Enhancements Reduce MTTR using Automated Grouping for AlertsCategory: IT Operations ManagementUsers can now use ML-driven Automated Grouping – now in Public Beta – to attach related incoming alerts to open incidents. This would make incidents contextually rich, reduce noise, and help resolve incidents faster.More details here Gain Flexibility in Noise Reduction by Grouping Alerts using more ValuesCategory: IT Operations ManagementUsers can now group alerts by Message & Node in addition to the default values of Resource and Metric in any combination through custom integration. More details hereIntegrate Monitoring Tools in just three simple stepsCategory: IT Operations ManagementUsers can now integrate monitoring tools to Freshservice Alert Management in just three steps. The alert profile is being retired and users can view all their integrations on the Alert Integrations page. More details hereDetect and Correct Invalid Phone Numbers with EaseCategory: IT Operations ManagementUsers will now be intimated about missing or incorrectly formatted agent phone numbers as and when they create a shift for On-Call Management. Users can either correct individual phone numbers from within the On-Call Management module, or correct them en masse through a CSV file. More details here Get Separate Notifications for Urgent and High Priority Incidents Category: IT Operations ManagementUsers can now configure the escalation path and notification rules for High and Urgent priority incidents separately in On-Call Management. More details hereBusiness Impact for ChangeCategory: IT Service ManagementThe Change managers and implementers can now proactively associate ‘Impacted Services of a Change’ and automate approvals based on the ‘impact’. This will eventually reduce the number of unplanned outages to business-critical services.More details hereIncreased Size of the Email AttachmentCategory: IT Service ManagementWe have increased the limit of email attachment files from 25MB to 40MB. Users can now share and receive bigger files in their tickets, problem, change, release, and project modules experiencing an enhanced sharing option. New Metrics - Unresolved TicketsCategory: IT Service ManagementIntroducing a new metric called Unresolved Tickets, in the tickets module, to track the total number of unresolved tickets in any defined time period. Users can now analyze unresolved tickets for a period by defining a time period and comparing trends across different time periods (month over month, week over week, etc.) Conditional Fields in Tabular DataCategory: IT Service ManagementUsers can now access service item fields and asset type-specific fields in tabular format when those fields are applied in the metrics filter. Just add the conditional field in filters and click on the View underlying data option to view the conditional fields. Edit Gantt bars in Project List ViewCategory: Project ManagementUsers can now quickly change the start and end dates of a project in the Projects list view page itself. Click and drag either end of the Gantt bar to make edits to the project. The icon will change to a double-headed arrow indicating editing. The change (in days) will be reflected at the end of the Gantt bar once it is released.Note: The start and/or end date  changes will only reflect at the project level and will not impact the dates of tasks/sub-tasks Manage and Optimize SaaS usage better with User FiltersCategory: IT Asset ManagementAn integral part of managing and optimizing your SaaS applications would be understanding app usage on a user level based on varied criteria. With filters for SaaS users, slice and dice through user-level SaaS usage by filtering using User fields and using Ready-to-view filters. More details hereDiscover and manage Microsoft 365 licenses Category: IT Asset ManagementUnderstanding how your licenses are utilized enables you to plan the best optimization efforts to cut SaaS costs. With your Microsoft 365 integration, get visibility into all your licenses and their utilization right within Freshservice. More details hereNote: Auto-discovered license utilization information will be available on the overview tab. All manually created licenses will be available as contracts.   Create Relationships with your Software in your InventoryCategory: IT Asset ManagementUnderstanding dependencies between your hardware and software is important to see the big picture when critical issues arise. You can now create software relationships with all inventory items and track them under the relationship tab for any software. Note: To better search through your software records, use the software statuses (Managed, Discovered, Disabled, In review, Restricted, Ignored). Create and Manage Warranties at easeCategory: IT Asset ManagementWarranties are critical documents required to secure asset costs and an asset’s lifecycle. With the contract management module, create warranties and automate approvals right from Freshservice.Stay on top of Software usage with the Analytics ModuleCategory: IT Asset ManagementGetting a bird’s eye view of your software usage is critical in establishing software governance in enterprises. With software reports in Freshservice analytics, you can now track software used based on varied criteria like status, users, asset, source of creation, and more. Note: This will be rolled out in phases from April 30th.  Workflow Automator EnhancementsCategory: Workflows/AutomationExpression Builder NodeUsers can now perform operations like adding numbers together, replacing a part of a string of text, comparing strings, manipulating date/date-time fields, and much more using the Expression builder node. For eg: Calculate the due date of a ticket based on the employee’s joining date. More info hereExpressions in Condition NodeUsers can now evaluate boolean expressions directly from the condition node allowing them to craft more complex conditions.Date fields in Condition and Actions Both default and custom date fields are now available to use within the condition and action nodes.   ISO Date placeholdersDate fields are now available in ISO format from the placeholder section. Use this format when constructing date-based expressions in the expression builder node and integrating with 3rd party systems via APIs. Sample formats for date and DateTime fields are mentioned below:ISO Date (yyyy-mm-dd) -    ‘2022-01-02’ISO DateTime (yyyy-mm-ddThh:mm:ssZ) -    ‘2022-01-02T12:24:30Z’ Test Improvements for App Actions, Webhooks and Web RequestsTesting web requests, app actions, and webhooks just got easier. Now replace placeholders with sample values to test these actions seamlessly.  Orchestration Center UpdatesCategory: Workflows/AutomationIntegrating Credential Store with Orchestration AppsUsers can now use the credential store for a curated list of Orchestration apps. For instance, you can create Oauth credentials for Dropbox and leverage them in the new Dropbox orchestration app.New apps added to Orchestration center: Dropbox - Perform operations on users, groups, and files or folders, and attach documents to your Freshservice tickets using the Dropbox Orchestration app. More details here.   Orchestration App Enhancements Microsoft Active Directory- Remove users from multiple groups using MS Active directory for Orchestration. More details here  MS Exchange - Perform lookup events based on start_date_time and end_date_time filter. More details here.  Security updates: Discovery Probe and Discovery AgentEnabled the following fixes for the asset discovery tools: Security fix, checksum hash verification on Auto Update Mac agent 4.2.0, Windows agent 2.11.0, Linux agent 3.3.0 Ability to Fetch instance ID for AWS & Azure virtual machines Windows agent 2.11.0, Linux agent 3.3.0 Security fix, added TLS certificate verification Mac agent 4.4.0, Windows agent 2.12.0, Linux agent 3.4.0, Probe 4.11.0  Mobile App UpdatesiOS: Support for Look-up Fields in Ticket module Android: Support for Look-up Fields in Ticket module Support for Change form Business Rules Support for Service item Business Rules Note: These enhancement will be available from 01st June 2022.  Other updatesMac agent 4.3.0 Fixed bugs in fetching software details from MacOS Monterey Added new mac models in our directory to reflect the model names Probe 4.11.0 Fixed bugs in fetching software details from MacOS Monterey Added new mac models in our directory to reflect the model names Fixed discovery agent version issue in the software details   Neo Admin Center: Create Custom URLCategory: PlatformPersonalizing 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

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