Freshchat Release Notes - September 2023

New Features and Enhancements Upcoming Features and Enhancements Bug fixes Admin experience Agent experience Assignment rules and automations Chatbots Channels, Integrations, and Apps Customer experience New Features and Enhancements  All Below features and enhancements are available to all customers from September 30, 2023.  Generative AI-based enhancements (Freddy AI)Enhance support with post-resolution assessment, phone call summaries, and efficient email responses.More details here. Indian document verification with a new bot templateHit the ground running with bot templates for identity verifications (powered by IDfy) to fit your unique business needs.More details here. WhatsApp lists for business from FreshchatEnable your chatbots to send messages with a selectable list of options, making it easier for users to interact and get the information they need.More details here. Engage with customers over ZaloIntegrate Zalo with Freshchat through a custom app and engage with customers over Zalo.More details here. Display your privacy policy upfrontWith this update, businesses can display their privacy policy to users on the Freshchat widget prior to initiating a conversation.More details here. Day pass utilization reportAccess the day pass utilization report for insights into how your team handles volume fluctuations to optimize your team's schedules to ensure timely and effective customer support.More details here.Upcoming Features and Enhancements  Check them out here!  Bug fixes These were the bugs detected, and they’ve now been fixed. Admin experienceSome Admins faced issues searching for names with spaces on the User Skills Management page. Similarly, erroneous messages were displayed when admins used special characters to search in the agent availability search box. The CSAT widget links were sometimes clickable even while editing it — instead of being clickable only after saving the dashboard. The agent skill was not getting updated in the conversation properties even after skill evaluation for some agents. Sometimes, the count of total available skills was not visible on the skill definition page. Similarly, the agent count was not visible while editing skills on the edit skill page to assign an agent. Similarly, if the skill value were updated using the conversation properties sidebar, the skill would not immediately reflect everywhere. The skill property is displayed as part of the conversation properties automatically for all conversations in an account that has skill-based round robin enabled (SBRR) — instead of displaying this property only for conversations assigned to a group that has SBRR enabled. Admins sometimes saw errors when they tried adding more than thirty skills to the same agent. Any public or shared canned responses with attachments/content created or edited by an agent can be used by other agents. When an admin deletes the agent and proceeds with a GDPR cleanup, the canned response would also be cleared up. When a different agent tries to use these public or shared canned responses, this will cause a failed response. This is an error as the content uploaded by the first agent is business/app-specific data and should not be cleaned up as part of agent data cleanup. At times, accessing a custom dashboard that was recently deleted by using its URL would show a blank screen instead of an error message. Occasionally, the agent availability dashboard does not list agents available on Freshchat after removing a filter that only showed the agents available on Freshdesk until the page was refreshed. A few customers experienced discrepancies in the CSAT analytics where the completed CSAT surveys were not showing up in the dashboard. However, these completed surveys would remain part of the report's underlying data.  Agent experienceThe wrong source was displayed for messages sent via the web widget. Some agents could not convert conversations to Freshservice tickets through the default integration. Occasionally, while appending a conversation to a ticket, the chat transcript would display the incorrect date format. The WhatsApp integration page was not loading for some agents with a non-English language set up in their profile. The custom dashboard would not be listed at times for agents even when the visibility is set for all agents. The name value was sometimes not displayed for emails sent from the default support emails. Occasionally, the MMS options were not shown with the channel switcher to agents. Sometimes, when agents respond to an incoming conversation (from any channel) using proactive messages from WhatsApp messages from a customer, it would get created as a new conversation. However, when any user responded, it would get appended to the original channel. While responding to some conversations from the web widget, if agents switched to WhatsApp to respond using a template and switched back to the web widget channel, the editor would still show options to select templates. When an agent switched from the email channel to WhatsApp to send a proactive message, at times, the agent could not see the send DM option after the customer responded. Sometimes, an empty popup would be displayed when agents clicked on the reply button for conversations with the source set to mobile. Creating a private note would cause some errors such as allowing agents to access the reply editor for all resolved conversations or with expired threading intervals. Assignment rules and automationsOccasionally, the assignment rules would not work properly when defined using custom user properties. ChatbotsThe deploy button would sometimes be displayed when using a Shopify bot, even if the channel was not integrated. Sometimes, customers reaching out on a Twilio number would only be able to view the responses by the bot once they sent multiple messages. Their bots had started responding only after receiving multiple inputs — while to agents this would appear as if the bot had responded immediately. Customers faced occasional issues where the bot would keep looping conversations that would not appear in the Team Inbox. Sometimes, the bot builder would throw a syntax error on condition expression when the conditions had single and double quotes. Occasionally, the quick action from the widget menu would get translated into the wrong language. Channels, Integrations, and AppsSome Shopify orders were not displayed in the Freshchat app for Shopify. When an admin tries to delete a number associated via Twilio, they would sometimes see an error message “Error in fetching campaign”. Admins reintegrating existing Twilio numbers would get a success message with the default account name instead of the new account name. Sending attachments or images via API was not blocked while responding to phone numbers that only support SMSes. Customers were not receiving some images if bots were sending them over the Google Business Messages channel despite agents being able to. Customer experienceSometimes, customers would not receive longer texts sent by agents via Instagram DM, where only part of the text would be visible to the recipient. Customers would sometimes not receive the away messages if they reopened a conversation outside business hours. This was also happening at times for channels like Facebook. Occasionally, multilingual FAQs imported from Freshdesk would be rendered in the widget in languages that did not match the customer's language. Customers faced occasional issues with the web widget in Safari browsers where they would not copy or paste URLs in the widget. The business logo was not rendering correctly inside the widget.Cheers! Cheers! 

Related products:FreshchatFreshworks Customer Service Suite

Freshdesk Release Notes - September 2023

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!

Related products:FreshdeskFreshworks Customer Service Suite

Freshsales - Release Notes Sept 2023

New Features and Enhancements Web forms with attachmentsYou can now attach files when you submit forms easily. Freshsales adding up to 5 files in a single field, each up to 30 MB.Learn more Field edit history for DealsGain improved data management capabilities, deeper insights, and effortless tracking of deals with Field Edit History. Easily view changes made by users/system, pinpoint when they were made and stay on top of all deal-related information. Learn moreSpark UI enhancements - Deals moduleSpark UI for deals is getting a makeover to boost user productivity significantly. Deal summary is redesigned to provide users with easily comprehensible insights. Changes include the following:Customize table and card fields, set the default pipeline, and define the deal stale age right from the Deals module Switch between table and all card views from a single switcher Access quick action buttons when you hover over record names Toggle between compact and expanded card views Simplified deal summaries for improved clarityLearn more Revamped UI for Contact 360 pageEnjoy a sleeker and refreshing UI on your Contact Details Page. Access every customer detail with customizable layouts, a clutter-free screen, revamped highlight cards, a new overview section, and an updated action bar. Learn more Enhancements to the Left Navigation BarThe LNB is now simplified with 7 items and no sub-menus to ensure you can access key features quickly. To ensure the features (Quotas & Forecasting, Activity goals, Products catalog, Power Dialer list, Sales Sequences) removed from the LNB are discoverable, we have introduced additional discovery touchpoints in-app. Updates to Workflow template namesWorkflow template names are now simplified so it’s easier to setup and run workflows. Learn more Revamped UI for Auto-assignment Rules We’ve introduced default auto-assignment rules to make it easier to get started with auto-assignment rules. You can enable the rules right away or tweak the filters to have all incoming records assigned to the designated sellers in a round-robin fashion.  Learn more Bug Fixes Customers reported that the Opt-in checkbox label in classic web form was not aligned with the checkbox for non-English language. This has been fixed. Customers reported that CSV import was stuck in progress for a long time. This has been fixed. Customers reported issues with accessing records from email reminders sent from CRM. This has been fixed. Customers reported issues with the Sales sequence not exiting contacts when replied (by exit condition rule). This has been fixed. Customers reported that the CSV import to update accounts to contacts failed when the name of the account had a comma in it. This has been fixed. A customer reported an issue with adding currency to certain products in the CRM. This has been fixed. Customers reported that Contact Import failed with the error “Invalid record”. This has been fixed. Customers reported that the check-in and check-out fields appear in the Browser even though the option is not enabled in the Sales activity settings. This has been fixed. Customers reported a mismatch in displaying created/updated dates of tickets in Freshsales and Freshdesk. This has been fixed. Customers reported a discrepancy in contact import where clicking on “View records” in the import metrics shows NULL contacts even though the metrics say there were contacts created. This has been fixed. A customer has reported that when they navigate from one tab to another, the table of contents doesn't show any data and it says "No deals found" or "No contacts found". This has been fixed. Customers reported issues with adding sales activity. This has been fixed. There was an issue with updating the deal stage to won/lost from the deal summary section for specific roles. This has been fixed. A user reported issues with receiving task reminder emails although it’s enabled. This has been fixed. Customers reported that they were unable to edit the webform if they add a record type for sales_account. This has been fixed. Customers reported issues with updating contacts/leads where it throws an error: “Unable to update contact: undefined”. This has been fixed. Customers reported that attachments were removed automatically when trying to forward a bulk email. This has been fixed. Customers reported issues when embedding Classic web form script in their website where the CSS is affected. This has been fixed. A customer reported that the Lifecycle stage page was blank in the sandbox instance. This has been fixed. The add outcome button was still present in the entity activities tab, even after having a valid outcome. This has been fixed.

Related products:Freshsales

Freshservice Release Notes - Sep 2023

Note: All the features/enhancements below will be available on Starter and Growth plans on Sep 15th 2023. For Pro and Enterprise plans will be available on Sep 27th 2023.Product version: 2023.R09L.01New Features and Enhancements Important updates Bug FixesNew Features and Enhancements Enable Generative AI-powered tools for agents with Freddy Copilot (Beta)Category: IT Service ManagementNote: This is available only for Enterprise plan customers and is currently supported only in EnglishEmpower high-performing IT staff with generative AI-powered productivity and efficiency tools. More details here.The following capabilities are now available in Beta for you to explore:Automatic ticket summary generationGenerate a summary of how a ticket was resolved by capturing consolidated context from all ticket responses.More details here. Automatic ticket reply suggestions Quickly respond to tickets with auto-generated replies that are sourced from help articles maintained in your knowledge base. More details here. Auto-generate help articles from public sourcesGenerate solution articles from public sources to deflect commonly occurring issues. More details here. Servicebot (Virtual agent) available on Microsoft Teams public channelsCategory: IT Service ManagementWith Servicebot’s Virtual agent on public channels, employees can get their questions answered by tagging the Servicebot. Servicebot will understand the queries and provide quick resolution with relevant help articles and service requests.More details here. ServiceBot on Microsoft Teams supports all Freshservice languages Category: IT Service ManagementLocalizing service desk operations is essential when your workforce is globally spread out. With Servicebot now available in all languages supported by Freshservice, enable your agents to work on the go in the language of their choice. All the actions and labels will be automatically translated based on your Service desk language preferences. More details here. Explore a Modern View for ProblemsCategory: IT Service ManagementTo enable the best experience, we have redesigned the Problems view to a more modern and scalable experience. This experience will be available on Sep 18th for Starter, Growth plans (if ITIL add-on is enabled) and from Sep 27th for Pro, Enterprise plans for you to explore. You can toggle between the classic view and the modern view for the next 30 days Once the 30-day period ends, the modern view will be enabled as the default option for all users. More details here. One to Many associations across ITIL modulesCategory: IT Service Management Agents can now link multiple changes to tickets and problems to support advanced IT processes while improving problem and change tracking within the service desk.  Enhanced email approval experience Category: IT Service Management Users can now expedite responses using the "Approve" and "Reject" buttons in email notifications for tickets and change requests for a seamless approval experience. Note: If you’ve currently checked ‘Enable email approvals’ in the email notifications settings, please remove the existing text template for a smooth transition. More details here.  Audit Logging for Profile ChangesCategory: IT Service ManagementAudit logs are now available for requester/contact profile information like email, first name, last name, and custom fields when a requester is created or updated for enhanced transparency. The logs also record actions such as requester merging, activation/deactivation, opting in/out of analytics, and forgetting requester.  Time zone inclusion in Email NotificationsCategory: IT Service Management Users will now be able to see the timezone details included in service request email notifications for accurate scheduling and better communication. Get insight into an agents’ availability and bandwidthCategory: IT Service ManagementAgents and supervisors now have visibility into their own or their team's daily availability either in hours or as a percentage. This helps identify resources that have bandwidth and distribute incoming work more efficiently, thus balancing workloads for all.More details here. Cloud Discovery EnhancementsCategory: IT Asset ManagementEffortlessly manage Cloud Discovery with our new streamlined and simplified integration process. This enhancement significantly reduces the number of steps involved in creating and managing accounts, ensuring easy configuration management of your cloud accounts.More details here. Improved SaaS usage data for Zoom integrationCategory: IT Asset managementTo track and manage Zoom applications better, we’ve enhanced the SaaS management integration by:Zoom meeting data for 60 days is synced (instead of 30 days) Tracking last used date based on when a user hosted the latest meeting Introducing a field to track the number of meetings hosted for more than 40 minutes to optimize paid licenses better. More details here. Track sync statuses for SaaS applications from the Software pageCategory: IT Asset ManagementManage and take actions on SaaS applications better with sync statuses available for quick viewing on the Software list page. More details here. Sort Contracts by More FieldsCategory: IT Asset managementTo enable sorting contracts better, we now support sorting by Contract Value, Users, Installs and Created At fields.  Post Incident Reporting for Major Incident Management now availableCategory: IT Operations ManagementUsers can now generate a Post Incident Report (PIR) after the resolution of a major incident. This report will help them collate relevant information about the major incident so as to avoid similar incidents in future. Users will now be able to:Create a report with pre populated information about the major incident in a single click Select placeholders to populate the report with relevant information Customize the report template and capture incident details in a format of their choice Add inline images to the report to make it context rich Export the PIR as a pdf and share with relevant stakeholders. (Note: This functionality will be made available in early October.) More details here. Private Status Page now availableCategory: IT Operations ManagementMake your Status Page private or public. A private Status Page will be viewable only by verified subscribers. Status Page customizations & deletionCategory: IT Operations ManagementUsers can now benefit from multiple highly sought-after enhancements in Status Page that include:Brand: Align the Status Page with your brand identity by displaying your logo and favicon Deletion: Delete your status page if need be  SEO: Analyze the performance of the Status Page with Google Analytics tracking ID Service display: Reorder the services, groups, and subgroups to display services as per requirements (Note: This functionality will be made available in early October).More details here. Automate major incident creation via alert rulesCategory: IT Operations ManagementNow, with alert rules, users can automate major incident creation based on specified conditions. They can also associate alerts to major incidents in bulk, directly from the alert list screen. These functionalities will help agents save time and effort which could be invested in resolving issues faster. Notify non-Freshservice users about a major incidentCategory: IT Operations ManagementUsers can now notify non-Freshservice users about a major incident to keep them in the loop via the email widget available in the Collaborate section. Users simply need to type in the email address, click enter, and then draft and send the email. On-call shift creation simplifiedCategory: IT Operations ManagementUsers can now breeze through on-call shift creation with an improved user interface:Create an on-call roster in just two steps. First, add roster members – even in bulk. Second, specify the rotation type right next to the roster Effortlessly replicate the primary on-call rotation details across secondary and tertiary rosters Configure agents to be on call 24*7 with a single click Create more shifts in an on-call schedule with the revised limit of 15 shiftsMore details here. Enhanced security for User Access Control Lists Category: IT Operations ManagementAdmins and users can now benefit from heightened security measures and improved control over User Access Control Lists (ACLs) within Service Health Monitoring. All actions are now subject to meticulous role-based access control, delivering enhanced security, access management, and comprehensive tracking capabilities. Business rules actions for workspace fieldCategory: Freshservice for Business TeamsAdmins would be able to customize how the workspace field functions on the ticket creation form. This would be possible through the actions available in Business Rules which would now be enabled for the workspace field as well.  Draft workspaces visibility in ticket actionsCategory: Freshservice for Business TeamsAgents will not be able to create tickets in or move tickets to a draft workspace if they are not a member of the draft workspace. Important updatesReminders for upcoming upgrades and deprecationsFollow-up to our “Notices for new upgrades/migration activities” communication sent in Nov 2022.The following change will be made effective soon. Ensure that you’re prepared for it in your Freshservice account.TLS 1.2 Strong Cipher Suites CompatibilityAs part of our ongoing efforts to enhance the security of our systems, Freshservice will implement a change in its transport layer security controls. Starting from November 30, 2023, only TLS 1.2 Strong cipher suites will be permitted.Who will be impacted by this?If you are accessing Freshservice through any of the following means, you will be impacted by this deprecation:Chrome/Firefox/Safari/Edge browsers: Not updated to the latest 2 versions. Any software or custom integration with Freshservice. Discovery Probe or Agent installed on strong cipher unsupported OS versions. More details here.What happens after the deprecation date?Services mentioned above that do not employ TLS 1.2 strong cipher suites will be deprecated and will stop functioning after November 30,2023. Failing to update will potentially disrupt your access to Freshservice.Follow-up to our “Notices for new upgrades/migration activities” communication sent in May 2023.The following deprecation is complete and should have been actioned by now. If not, please read through carefully and take necessary action at the earliest.Deprecation of JWT Authentication for Zoom Orchestration AppZoom has deprecated the use of new JSON Web Tokens (JWT) for authentication on June 1, 2023, and recommends using OAuth instead. To continue using Freshservice's integration with the Zoom seamlessly, it was necessary to update the integration. Further, Zoom has stopped supporting all existing JWT based authentication from September 9, 2023. Hence, it is important that you migrate all Zoom based Authentication onto OAuth before all JWT apps reach their projected end-of-life, if not done already.Who will be impacted?If you have used Freshservice integration with the Zoom-Orch application in SaaS management, Workflow Orchestration node, all related API calls made to Zoom will be impacted.What do you need to do?If not actioned already, please update your integration to use OAuth for authentication to continue using Zoom with Freshservice. Click here for more information.More about the Zoom deprecations here. Ensure that you are prepared for the following changes which will be effective in your Freshservice account in Nov 2023.Deprecation of old "List All Ticket Fields” and “List All Change Fields” API EndpointsTo maintain consistency across all the API endpoints, we’re deprecating the old versions of the ‘List all ticket fields’ and ‘List all change fields’ by November 30, 2023. After November 30, 2023 only the new “List All Ticket Fields” and “List All Change Fields” API endpoints will be supported. Calls to the older versions of “List All Ticket Fields” and “List All Change Fields” APIs will fail.Who will be impacted?If you’re using the old versions of the above-mentioned API endpoints, you will be affected by this migration.What do you need to do?Please switch over to  the new ‘List all ticket fields’ and ‘List all change fields’ API endpoints by November 30, 2023 in all the locations where the old APIs are referenced to prevent disruptions.More details here. Allowlisting new Freshservice NAT IP addresses To enhance security, we've updated the NAT IP addresses used to support all outgoing communications from Freshservice to other external services. We have added NAT IP addresses that will support all outgoing communications from Freshservice to other external services, November 30, 2023 onwards. Here is the list of new IP addresses.Who will be impacted?If you have any firewall/allowlisting mechanism configured on your networks and services with which Freshservice communicates, and you’ve allowlisted the older IP addresses only, then this migration will impact you. For example: web request nodes in workflow automator that invoke your custom API endpoints.What do you need to do?Please whitelist the newer IP addresses mentioned here in addition to the older IP addresses by November 30, 2023 to prevent possible disruptions.More details here.Deprecation of Alert endpointsWith the introduction of Alert Management Systems 2.0, the entity ‘Alert Profiles’ was deprecated and replaced with ‘Monitoring Tools’. To maintain consistency across endpoint URLs, we updated the URLs associated with the alert profiles.During this entity change, the format of the endpoint URL was updated from ‘https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts’ to ‘https://accountname.alerts.freshservice.com/integrations/integrationID/alerts’.After November 30, 2023, old endpoint URLs in the format https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts configured in your monitoring tools will not work.Who will be impacted?If you’re using the old endpoint URL in the format https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts in your monitoring tool, you will be affected by this migration.   What do you need to do?If you’re still using the older endpoint URL format, navigate to Admin> Monitoring tools> Name of the monitoring tool> Endpoint URL and use the updated URL in your monitoring tool by November 30, 2023 to avoid disruption in functionality. Get detailed instructions to change the endpoint URL for your monitoring tool here.More details here.Deprecation of Legacy AWS CloudWatch applicationAs part of our ongoing efforts to improve our services over AWS integration, we will be deprecating the legacy AWS CloudWatch application from our marketplace by November 30, 2023 and the app will be replaced by an upgraded AWS CloudWatch integration with our Alert Management module.The existing AWS CloudWatch marketplace application used for converting AWS CloudWatch alarms to tickets in Freshservice will no longer be supported. Who will be impacted?If you’re using Legacy AWS CloudWatch application to convert AWS CloudWatch alarms to tickets in Freshservice, you will be impacted by this migration.What do you need to do?Please integrate with the AWS CloudWatch application using our Alert Management module by November 30, 2023 to avoid any disruptions due to this migration. Click here for more information.More details here. Bug FixesThese were the product defects detected, and they have now been fixed.Access privileges pertaining to agents when accessing service health monitoring are defined  according to their roles and corresponding actions. Analytics emails for accounts with multiple workspaces should have been sent from the primary mailbox of the primary workspace, but this was not happening in some scenarios. Agents were unable to view agent group-related fields  in Analytics reports despite being members of the groups. Agents were unable to move solution categories from one workspace to another workspace. Admins were getting an ‘access denied’ error when they used a saved credential to authorize access to the Zoom orchestration app via OAuth. Admins were unable to re-use emails configured in deleted workspaces. Some agents were unable to edit tickets in the mobile app but were able to edit them in the web app.

Related products:Freshservice

Freshcaller Release Notes - August 2023

New Features and Enhancements Enhancements to Call Lifecycle eventsGet more information on events when an agent ignores a call. Call lifecycle will show events like 'Attended another call', 'Monitoring another call', and more.More details here. Bug fixesThese were the bugs detected, and they’ve now been fixed.Automatic ticket creation did not happen when a call was transferred from one agent to other. User updates failed for an account when the other org admin was occasional. Callback requests failed when one-click integration with Freshdesk account was enabled.  A 500 error was thrown when customers tried to view their service level metrics.  Duplicate agent were created for the same agent concurrently.  Two calls from the same wait queue was allocated to a single agent.  Customers were unable to save call queues in their accounts when the call queue batching feature was not enabled.  The default message did not get selected for hangup and voicemail actions in busy fallback of call queue.  Warm and cold transfer failed for transfer through contact.  Customers were unable to save changes while editing teams.  The IVR time was not calculated correctly.  The ‘in-nconversation’ widget didn't appear when agents answered callback calls.  Agents were unable to switch their status to ‘Available’. The call was terminated when agents initiated  call recording immedietly once the call was answered.  Agent status activity shhowed incorrect data in the Agent availability report.   The Agent availability dashboard showed incorrect agents after change in SLM view. The Network warnings API response time was very high.  Ticket creation from call metrics page failed for a few customers.  A duplicate call completed event was recorded in call lifecycle when an agent made concurrent calls.  Agent status was not shown as Offline in the live dashboard when they closed the Freshcaller browser tab.  Voice API threw a 500 error when custom message's recording attachment was missing.  Network warnings - event start time and event end time was shown in UTC time zone instead of the agent time zone.  When the call queue was set to ‘Most Idle agents first,’ the total number of ringing calls did not get accounted for agent selection.  Agent was not cleared from the ringing list when the call moved to fallback queue.

Related products:Freshcaller

Freshchat Release Notes - August 2023

New Features and EnhancementsPost Resolution Quality CoachAssess conversation quality post issue resolution and gain valuable insights for Improvement. Learn more. Reply to customers in the channel of your choiceYou will soon be able to respond to customer conversations via SMS, email, or WhatsApp, regardless of the channel they used to contact you. Learn more.Increased multilingual coverageBuild bots to talk to customers in their language for natural, intuitive, and engaging conversations in five new languages: Arabic, Kazakh, Kurdish, Somali, and Sinhala. Learn more. Toggling between flows and answers for the first bot responseSet your bot to start responding with flows or answers when your customers reach out and offer personalized support for their questions. Learn more. MMS support for TwilioElevate your customer communications with images, videos, and audio files with the power of multimedia messages (MMS) in your customer conversations on Freshchat with Twilio. Learn more.  Bring customer information to your inboxGet all customer information into your team inbox from your apps and systems to support your customers with all the context they need. Learn more. Easier access to preview logsEasier access to dive into your bot logs after you preview the bot experience. Easily understand how your bot previews functioned under the hood to easily fix issues. Learn more. Longer topic names are now accommodated in the widget. Enhancements to improve the visual experience of using Freshchat. Enhancements to how bots were built for the SMS channel, such as emojis, formatting options, uploading files, images, and videos, and receiving files and images. Similarly, for the mobile SDK channel, the use of articles, carousels, and dates are improved.Bug fixesThese were the bugs detected, and they’ve now been fixed.The SLA was miscalculated in some scenarios where the bot assigned conversations to an agent. Similarly, there was a discrepancy of a few seconds between the analytics module and the dashboard for the first response time. For some agents, configuring multiple SLAs based on priorities with unique response times, the same value got populated in all the SLAs — instead of fetching the right values from the backend, where it got updated accurately. The agent availability report would not return all agent activity as part of the API response. There were occasional discrepancies between the CSAT analytics and the report.  Sometimes, while setting up the availability, all the users were listed instead of just the agents. When some Admins clicked on the Conversation ID in Analytics, they were not redirected to the conversation URL — and instead were taken to the Team Inbox page. Instead of showing the message “Dashboard not available” while trying to view a deleted dashboard (via the URL), a blank page sometimes would be rendered.  Occasionally, resolving a conversation in Freshchat did not send the corresponding event details to Analytics A few error codes did not have translations. Some error messages showed up even after the errors were fixed, such as placeholder values that needed to be filled. At times when a conversation gets appended to a ticket, the date format on the transcript would be displayed incorrectly. A few agents experienced a mismatch in the number of conversations in their Team Inbox and the Dashboard.  Agents were marked as unavailable or inactive despite marking themselves as Active. Some agents who clicked on the customer satisfaction widget in the dashboard were not taken to the respective Conversation View in the Inbox. When the public API is used to assign conversations to a group and agent, only the group that gets assigned should show up on the conversation — however, only the assigned group should have shown up. Some agents reported that using the Download Transcript App was not showing all the messages from the conversation. The wrong data was getting populated in the sidebar for some customers in the customer pane. While reviewing the contact list, the actual data for some of the contact fields was not being displayed to the agent in the sidebar. Sometimes, agents were unable to search groups in Groups drop down as the search bar would be hidden. Occasionally the configuration screen for WhatsApp and Instagram would not load properly. Some messages sent by the agent to the customer on Instagram would get truncated.  The Whatsapp integration page was not loading for the agents with their profile set to languages other than English. Any new FAQs were displayed only on the web app and not in the Freshchat mobile app A few customers were not receiving proactive template messages sent by agents. Some translations in template messages were reverting to English. Similarly, some dynamic links were not working as intended in template messages. Sometimes, the default topic wasn’t automatically opening when there was only one topic configured for the widget. Some Freshchat accounts were facing issues integration to a Freshservice account due to a domain name mismatch. The widget would sometimes load with a transparent icon on domains that were not listed as a trusted domains. The styling (font color and background colors) of buttons were rendered in the wrong color at times when the end customers were using iOS mobile devices. Some conversations that were initiated within business hour got the away message as a response. At times, the away message would not get triggered despite incoming conversations during non-business hours. For some conversations, the away message from Freshchat did not get displayed to the customer on Facebook Messenger despite being triggered from Freshchat. Sometimes, the widget would load improperly, where the privacy policy would get overlapped with the welcome message in a Topic. Customers using the browser’s search functionality faced difficulties navigating to the search results at times. When a bot is deployed on the conversations widget, the bot preview would sometimes display the Topics page instead of the bot if the default locale was not English. Generic eCommerce bot templates would load for some customers who had installed Shopify instead of the bot templates for Shopify. For some customers, the bot name and the avatar was shown incorrectly on the first bot message. The bot builder was not accessible to some agents when some actions when it was reopened without saving some node actions. For some agents, the preview would break on the template list page. The customize tab in the bot builder was redirecting agents to the account settings page instead of the widget page. When there are a large number of bot flows, the navigation panel would break while scrolling.  Changes in the names of agents in Freshchat would be updated inside the bot builder after a short delay.

Related products:Freshchat

Freshdesk Release Notes - August 2023

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.  

Related products:Freshdesk

Freshsales Release Notes - August 2023

New Features and Enhancements Bulk Addition of ChoicesCustomers can now manage their records more efficiently by adding up to 300 choices in CRM fields. The enhancement allows users to import choices easily and automatically detects duplicate entries.Learn moreFree Plan Update for Freshsales and Freshsales SuiteThe Free plan now includes new features like Kanban view for Contacts, Accounts, and Deals, sales email templates, custom fields, notifications center, and integrations with Google Calendar, Zoom, Teams, etc. These features are available to up to 3 users on the Free CRM account.ZoomInfo IntegrationIntegrate ZoomInfo with the CRM to automatically enrich contacts with up-to-date and accurate data, including company size, industry, revenue, contact details, and more. Save valuable time and effort by eliminating manual data entry and research.Learn moreBug fixesSome users reported that we had an issue with custom events not appearing when filtered in recent activities. This has been fixed. Some users reported issues with lead conversion. This has been fixed. Some users who do not have access to the Analytics module were seeing the error "you are not authorized to perform this operation" whenever they navigate to the Activities dashboard. This has been fixed. Some users reported issues with data mismatch in Analytics compared to the list view. This has been fixed. Some users reported an issue where the emails related to deals were not pushed to recent conversations during migration. This has been fixed. Some users reported issues with associating meetings to sales accounts. This has been fixed. Some users reported issues with contact creation where an error is shown: "[Emails] The email address already exists. Enter a unique email address." even though there is no contact present in the CRM with an email address. This has been fixed. Some users reported an issue where the Notes owner details were not loading for non-admin users unless the user is the contact owner or contact updater. This has been fixed. Some users reported an issue with contact creation from the Freshsales widget in Freshdesk. This has been fixed. Some users reported an issue with accessing the Deal import page. This has been fixed. Some users reported issues with contact submission count not being captured under the Classic web form section. This has been fixed. Some users reported an issue with filtering contacts "created by" is "system." This has been fixed. Some users reported that bulk email editor wasn’t not opening in Deal view when all the deals were selected. This has been fixed. Some users reported an issue with merging contacts where it shows the error "Failed to update the contact: Contact is already merged." This has been fixed. Some users reported issues with updating product prices with unique field values. This has been fixed. Some users reported issues with the custom field of custom sales activity not shown in analytics filters. This has been fixed.

Related products:Freshsales

Freshchat Release Notes - July 2023

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.Assign conversations based on agent skillsAssign conversations to specific agents in your team based on agents' skills like languages, product knowledge, or customer type. Ensure that customers receive personalized support and resolutions to their issues, leading to higher satisfaction rates and an improved overall customer experience.More details here. Manage seasonal rush with occasional agentsBusinesses can now add occasional agents to manage their seasonal spike in support volume. These agents will consume day passes every day they log in.More details here. Preventive validation in the bot builderPrevents the deletion of dialogs, APIs, properties, and more if you are using them elsewhere in the bot builder. The bot builder will throw up a validation screen for you to confirm the deletion of components in use.More details here. Preview your bots for deploymentPreview your bots from within the bot builder to ensure you have set them up just the way you want before you deploy them. You can preview your bot performance across widgets and messaging channels for specific contacts before deploying them to all your customers. More details here. Snooze conversations for laterAgents can snooze conversations to a later time or date to keep their inbox clutter-free. Agents can temporarily set aside an issue and focus on other tasks while awaiting updates from the customer necessary for resolution. More details here. Chatbots on Mobile SDK now have more input optionsBusinesses can now add more input options to the chatbot deployed on their mobile app. They can choose options like dropdown, button, and OTP input.More details here. Two new patterns for their widgetBusinesses can customize their widgets to better fit their brand’s tone with two new background patterns available, which can be accessed via the Appearance tab while setting them up. Improvements in error reportingWe have improved the messages shown when specific errors occur with Twilio in Freshchat to make conveying what you need to fix easier. Bug fixes These were the bugs detected, and they’ve now been fixed.When an existing action is edited in the bot builder, sometimes it was found that new actions were included automatically. If two different admins clicked on the edit draft button simultaneously, the admins faced issues being unable to edit the bot even in the draft status. When admins configured inactivity timers to trigger a new flow, sometimes, it would transfer the conversation to the new flow, create another new flow, and transfer it again. This infinite loop was triggered for some customers. Some customers observed that if customers had uploaded files directly through a widget, the bot would read the file as “content-type:Freshdesk”. However, if the customer uploaded their files or accessed them through a third-party, such as Postman, the type of the file gets updated, such as “image/jpeg”. Sometimes, conversations would get automatically closed if the NER validations failed because of a wrong email, phone, or name. Push APIs would occasionally fail when multiple widgets were set up. Sometimes, the response options regarding bots, such as carousels, buttons, and date pickers,  would appear as an overlay that hid the other messages in the conversation. For some customers, when contacts are imported from Freshdesk into Freshchat (integrated as an Omnichannel account), the widget only displays the first few articles in the account. If admins used widgets with a phone number as the default property, the widget ran into issues and would not load. Conversations with new contacts occasionally show up with much delay in the Team Inbox. Contact creation in the UCR was slowed down, causing this delay UCR which has been fixed. Some URLs added to the reply text in the editor are not being converted to hyperlinks.  The option to zoom into an image in the conversation needed to be fixed for some customers when they tried navigating using a mouse.  Sometimes, agents could not use the Live Translate feature for their responses because the setLocale property was malfunctioning. The summary of the bot-customer conversation would get added after the agent started responding to the conversation assigned to them — instead of before their response. When some end-users used a VPN to change their IP address in the middle of a conversation, the IP address was not getting updated. Sometimes, agents noticed that the search bar would show multiple instances of the same contact they were searching for. The reply editor would become inaccessible to some agents if messages sent via the SMS or WhatsApp channels failed. Similarly, the reply editor would become unavailable if a mix of replies from both SMS and WhatsApp channels existed in the conversation. Sometimes, outbound messages that started the conversation with customers were not included in the conversation view. If the customer responded to the outbound message, however, the response and the outbound message would reflect in the conversation view of the agent. At times, the conversation pane would not show the conversations with the selected contact from the left pane. Similarly, The conversation URL wouldn’t update to match the contacts in the left pane. The reply editor would show multiple copies of the same email address of the recipient. Admins and agents of certain accounts faced issues trying to search for contacts from the Team Inbox page, where the search would result in zero results. The same contacts yielded results when searched for in the Contacts module. Admins of some accounts faced issues while disabling the CSAT surveys for Instagram, WhatsApp, and email channels. When admins integrated a Facebook page for the first time, sometimes the success message popup needed to be displayed even if the page was successfully integrated. Sometimes, the SLA timer would not function properly for the first response and response times.  The timer would show the wrong duration of time left, or would not be running, or switch to show the seconds view if the SLA was breached.  Similarly, some admins faced discrepancies in the wait times where the first response time of the conversations would be greater than the actual wait time in some reports. When the details of a contact (first name, last name, email) were updated, agents and admins could not use the updated details to search for the contact at times. Some admins reported that their message campaigns would reach customers excluded from the segment for which the campaign was built. Certain campaigns were getting triggered irregularly even when the admin had not started the journey. The search icon moved randomly when some admins scrolled the Integrations page.  Sometimes, assignment rules were not populating the properties passed on from a User. When admins of certain accounts updated their support email using the account domain for the mail server, it automatically reflected as a verified email. The email should have been listed as "Unverified" since the DKIM verification is yet to be completed. Occasionally, admins integrating Freshchat with Freshdesk would get an error message about an “INVALID_FORWARD_MAILBOX.” Specific email fields went missing from the conversations' default properties. Cheers!

Related products:Freshchat

Freshdesk Release Notes - July 2023

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!

Related products:Freshdesk