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S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshchat Release Notes - August 2024Release Notes

New Features and Enhancements Upcoming Features and Enhancements Bug fixes Team Inbox bugs Admin Experience bugs Bots bugs New Features and Enhancements  All features and enhancements below will be available to all customers from August 31, 2024.  Enhancements to the bot builder (Freddy Self Service)Sort through bots, search conversions within versions, and ensure private dialogs do not impact conversations.More details here. Retrain page enhancements (Freddy Self Service)Retrain bots easily with options to search, filter, and find useful, helpful, and unhelpful bot interactions.More details here. Automerge of contactsAutomerge will not be performed when multiple contacts match by different identifiers, minimizing data loss. Additionally, the existing contact’s Contact ID will not change. Upcoming Features and Enhancements  All features and enhancements below are coming soon to customers.  Automated Agent Handoff (Freddy Self Service)Chatbots will soon transfer conversati

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SophiaEM
Contributor
11 hours ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshdesk Release Notes - August 2024Release Notes

New Features and Enhancements Upcoming Features and Enhancements Bug fixes Agent experience bugs Self-service bugs  Admin experience bugs Automation bugs Analytics and Reports bugs Integration bugs New Features and Enhancements  All features and enhancements below will be available to all customers from August 31, 2024.  Automations for CollaboratorsWhen a collaborator performs an action, such as replying to a ticket, the ticket status will now be automatically updated, and automations can be applied.More details here. Upcoming Features and Enhancements  All features and enhancements below are coming soon to customers.  Non-modal slider for Freshdesk apps Agents can edit information from the app widget on their workspace without interfering with their ability to view and respond to conversations. Agent experience enhancementsStreamlining the Agent experience in Freshdesk: The out-of-office Scheduler will be moved under the Profile icon, and all dropdown values under th

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aurimar.salvador
Community Debut
7 days ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshcaller Release Notes - August 2024Release Notes

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All below features and enhancements will be available to all customers from Aug 31, 2024.  Customize wait queue behaviorAdmins can now prioritize calls in the wait queue by received or enqueued time and manage queues individually or collectively.More details here. Upcoming Features and Enhancements  No items  Bug fixes These were the bugs detected, and they’ve now been fixed. Some agents observed that the call actions and app menu container flicker when the browser view size is increased to 110%, making it difficult for customers to select voicemail drop or push to queue options.  Some agents observed that when a customer disconnects a call just as an agent accepts it, the agent remains stuck in a busy state, even though the call is marked as complete.  Cheers!

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S
Community Manager
17 days ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshdesk Release Notes - July 2024Release Notes

New Features and Enhancements Upcoming Features and Enhancements Bug fixes Agent experience bugs Solutions/Knowledge Base bugs  Language Bugs Admin experience bugs Automation bugs Analytics and Reports bugs New Features and Enhancements  All features and enhancements below will be available to all customers from July 31, 2024.  Freshdesk-Playvox integration - Will be available from Aug 19, 2024Manage workforce effectively, boost agent productivity, and streamline daily support operations with the Playvox app for Freshdesk.More details here. Sentiment EnhancementsEnable agents to better prioritize ticket volumes while giving admins control over defining thresholds for negative, neutral, and positive sentiments.More details here. PowerBI Connector App - Will be available from Aug 19, 2024Use this app to create and use advanced statistical metrics by exporting your Freshdesk analytics data into PowerBI.More details here. Customizable Sidebars Agents can now rearrange user prope

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Teeraphan
Community Debut
20 days ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshcaller Release Notes - July 2024Release Notes

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All below features and enhancements will be available to all customers from July 31, 2024.  Auto Answering CallsAuto-answer ensures agents never miss a customer call, reducing response time, improving engagement, and boosting overall call center performance.More details here. Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Customize wait queue behaviorAdmins can now prioritize calls in the wait queue by received or enqueued time and manage queues individually or collectively. Bug fixes These were the bugs detected, and they’ve now been fixed.Updating the Freshcaller domain does not update the caller endpoint in the Touchstone service. Agent call notifications may incorrectly mark calls as ‘no answer.’ Agents are stuck in the ‘Busy’ state if a customer disconnects the call simultaneously. Cheers!

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S
Community Manager
1 month ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshchat Release Notes - July 2024Release notes

New Features and Enhancements Upcoming Features and Enhancements Bug fixes Team Inbox bugs Admin Experience bugs Bot bugs New Features and Enhancements  All features and enhancements below will be available to all customers from July 31, 2024.  Support for JSON object array outputsAdmins will be able to process the entire API response body with custom functions in the bot builder.More details here. Travelport app for Freshchat/the Suite - Will be available from Aug 19, 2024Improve  support interactions with access to flight details within Freshchat with the Travelport app.More details here. PowerBI Connector App - Will be available from Aug 19, 2024Use this app to create and use advanced statistical metrics by exporting your Freshchat analytics data into PowerBI.More details here. Custom properties in canned responsesCustom properties can be inserted into canned responses, alongside other standard properties in Freshchat.More details here. Social responses on InstagramAgents ca

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S
Community Manager
1 month ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshworks Customer Service Suite Release Notes - July 2024Release Notes

New Features and Enhancements  All features and enhancements below will be available to all customers from Aug 19, 2024.  Travelport app Improve support interactions with access to flight details within the Suite with the Travelport app.More details here. PowerBI Connector AppUse this app to create and use advanced statistical metrics by exporting your Suite analytics data into PowerBI.More details here.  Upcoming Features and Enhancements  All updates upcoming on Freshchat and Freshdesk will also be available on the Suite.    Cheers!

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S
Community Manager
1 month ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshdesk Release Notes - June 2024Release Notes

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All features and enhancements below will be available to all customers from June 30, 2024.  Freddy Usage Report (Freddy Copilot)Understand how your agents are making use of Freddy Copilot features.More details here. Hubspot CRM Connector AppSync contacts, accounts, and custom objects between Hubspot CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here. Google BigQuery Connector AppSync contact, account, and custom module data between Google BigQuery and Freshdesk. Export your analytics data into Google BigQuery.More details here. Amazon Redshift Connector AppSync contact, account, and custom module data between Amazon Redshift and Freshdesk. Export your analytics data into Amazon Redshift.More details here. Insightly CRM Connector AppSync contacts, accounts, and custom objects between Insightly CRM and Freshdesk. Free

27404
S
Community Manager
2 months ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshcaller Release Notes - June 2024Release Notes

Upcoming Features and Enhancements Bug fixesUpcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Auto Answering CallsAuto-answer ensures agents never miss a customer call. This way, you can reduce response time, improve engagement, and boost overall call center performance. Bug fixes These were the bugs detected, and they’ve now been fixed.Some agents observed that unattended return calls initiated by the customer create two tickets instead of one. Some agents observed that additional options are unavailable in the widget when handling conference and warm transfers.Cheers!

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S
Community Manager
2 months ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshchat Release Notes - June 2024Release Notes

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All features and enhancements below will be available to all customers from June 30, 2024.  Freddy Usage Report (Freddy Copilot)Understand how your agents are making use of Freddy Copilot features.More details here. Learn from the Knowledge Base (Freddy Self Service)Elevate chatbot intelligence with the knowledge base by training chatbots during bot creation.More details here. Live Translation (Freddy Copilot)Freddy will automatically translate agent responses to the customer-preferred language (and customer responses to the agent’s language) to improve the overall conversational experience and significantly improve response times.More details here. Proactive Quality Coach enhancements (Freddy Copilot) Agents can review their responses within the reply editor and check for relevancy in the context of the previous messages.More details here. Filtered search (Freddy Self Service

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S
Community Manager
2 months ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshworks Customer Service Suite Release Notes - June 2024Release Notes

New Features and Enhancements  All features and enhancements below will be available to all customers from June 30, 2024.  Hubspot CRM Connector AppSync contacts, accounts, and custom objects between Hubspot CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Google BigQuery Connector AppSync contact, account, and custom module data between Google BigQuery and the Suite. Export your analytics data into Google BigQuery.More details here.  Amazon Redshift Connector AppSync contact, account, and custom module data between Amazon Redshift and the Suite. Export your analytics data into Amazon Redshift.More details here. Insightly CRM Connector AppSync contacts, accounts, and custom objects between Insightly CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here. Copper CRM Connector AppSync contacts, accounts, and custom objects between Copper CRM and the Suite. Free

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S
Community Manager
2 months ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshdesk Release Notes - May 2024Release Notes

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All features and enhancements below will be available to all customers from May 31, 2024.  Salesforce Connector AppSync contacts, accounts, and custom objects between Salesforce and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Dynamics CRM Connector AppSync contacts, accounts, and custom objects between Dynamics CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Pipedrive CRM Connector AppSync contacts, accounts, and custom objects between Pipedrive CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Snowflake Connector AppSync contacts, accounts and custom objects between Snowflake and Freshdesk. Push reporting data into the Snowflake Warehouse.More details here.  Azure AD Connector AppCreate

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S
Community Manager
2 months ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshchat Release Notes - May 2024Release Notes

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All features and enhancements below will be available to all customers from May 31, 2024.  Salesforce Connector AppSync contacts, accounts, and custom objects between Salesforce and Freshchat. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Dynamics CRM Connector AppSync contacts, accounts, and custom objects between Dynamics CRM and Freshchat. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Pipedrive CRM Connector AppSync contacts, accounts, and custom objects between Pipedrive CRM and Freshchat. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Snowflake Connector AppSync contacts, accounts and custom objects between Snowflake and Freshchat. Push reporting data into the Snowflake Warehouse.More details here.  Azure AD Connector AppCreate

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S
Community Manager
3 months ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshsuccess Release Notes - May 2024Release Notes

Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Changes to the Freshworks sub-processor listWe will be removing the ‘Sumo Logic’ sub-processor from our list. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures. Write to us at support@freshworks.com if you have any questions about this update.More details here. Cheers!

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S
Community Manager
3 months ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshcaller Release Notes - May 2024Release Notes

Upcoming Features and Enhancements Bug fixesUpcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Changes to the Freshworks sub-processor listWe will be removing the ‘Sumo Logic’ sub-processor from our list. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures. Write to us at support@freshworks.com if you have any questions about this update.More details here. Bug fixes These were the bugs detected, and they’ve now been fixed. Unanswered outgoing calls fail to create tickets in Suite accounts. After migration, missed call tickets no longer display the 'to number' in their descriptions. Cheers!

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S
Community Manager
3 months ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshworks Customer Service Suite Release Notes - May 2024Release Notes

New Features and Enhancements Upcoming Features and EnhancementsNew Features and Enhancements  All features and enhancements below will be available to all customers from May 31, 2024.  Salesforce Connector AppSync contacts, accounts, and custom objects between Salesforce and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Dynamics CRM Connector AppSync contacts, accounts, and custom objects between Dynamics CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Pipedrive CRM Connector AppSync contacts, accounts, and custom objects between Pipedrive CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Snowflake Connector AppSync contacts, accounts and custom objects between Snowflake and the Suite. Push reporting data into the Snowflake Warehouse.More details here.  Azure AD Connector AppCreate and manage

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S
Community Manager
3 months ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshdesk Release Notes - April 2024Release notes

 New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All features and enhancements below will be available to all customers from April 30, 2024.  The all-new Analytics homepage & enhancementsAn all-new Analytics homepage for a seamless experience with easy access to your favourite reports, widgets and underlying data filters.More details here. Multi-schedule ReportsSchedule reports to be delivered to multiple stakeholders at different frequencies, without the need to clone reports.More details here. Custom metrics shortcuts in Analytics Create custom metrics effortlessly from within the respective reports without the need to constantly navigate back-and-forth.More details here. Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Freshdesk-Playvox integrationBoost agent productivity and streamline your everyday support operations with the Freshdesk-Playvox integration.

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medispec
Community Debut
4 months ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshsuccess Release Notes - April 2024Release notes

Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Changes to the Freshworks sub-processor listCategory: Security ManagementWe plan to update our sub-processor list. We will be adding the Cloudflare, Inc. sub-processor to our list.You can find more details about these changes here. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures.  Write to us at support@freshworks.com if you have any questions about this update. Cheers!

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S
Community Manager
4 months ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshcaller Release Notes - April 2024release notes

 Upcoming Features and Enhancements Bug fixesUpcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Changes to the Freshworks sub-processor listCategory: Security ManagementWe plan to update our sub-processor list. We will be adding the Cloudflare, Inc. sub-processor to our list.You can find more details about these changes here. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures.  Write to us at support@freshworks.com if you have any questions about this update. Bug fixesThese were the bugs detected, and they’ve now been fixed. Some agents remain in busy status instead of available after a call has failed and are unable to attend subsequent calls. Some agents observed that incoming calls ring only through headsets when ‘Ring through

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S
Community Manager
4 months ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshchat Release Notes - April 2024Release notes

 New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  No new features for the month of April 2024.  Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Genesys app for FreshchatAgents can make and receive calls from the Genesys widget in Freshchat/the Suite. Setup call recording, call forwarding, and more with the Genesys CTI app. Custom modules app for FreshchatEnable agents to view Accounts, Deals & other custom modules related to native objects from the conversation inbox in Freshchat. Freshworks-Axialys integrationAgents can make and receive calls from the Axialys widget in Freshdesk. Set up call recording, call forwarding, and more with the Axialys CTI app. Freshworks-Ziwo integrationAgents can make and receive calls from the Ziwo widget in Freshdesk. Set up call recording, call forwarding, and more with the Ziwo CTI app. Dynamics CRM Connector AppSync contacts, a

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S
Community Manager
4 months ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshworks Customer Service Suite Release Notes - April 2024Release notes

 New Features and Enhancements Upcoming Features and EnhancementsNew Features and Enhancements  All features and enhancements below will be available to all customers from April 30, 2024.  Update on Freshdesk navigationThe ‘Go to Freshdesk’ navigation option will be removed from the dropdown menu in the Suite.  Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Freshworks-Axialys integrationAgents can make and receive calls from the Axialys widget in the Suite. Set up call recording, call forwarding, and more with the Axialys CTI app. Freshworks-Ziwo integrationAgents can make and receive calls from the Ziwo widget in the Suite. Setup call recording, call forwarding, and more with the Ziwo CTI app. Dynamics CRM Connector AppSync contacts, accounts, and custom objects between Dynamics CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Pipedrive CRM Connector AppSync contacts, acco

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S
Community Manager
4 months ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshcaller Release Notes - March 2024Release notes

Bug fixesThese were the bugs detected, and they’ve now been fixed. Some agents reported a sudden decrease in credits. Some agents observed two calls being connected to the same agent.  

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S
Community Manager
5 months ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshchat Release Notes - March 2024Release Notes

 New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All Below features and enhancements are available to all customers from March 31, 2024.  Phone channels page updateThree of our latest telephony integrations (Dialpad, Amazon Connect, and Five9) are now listed on the Phone Channels page for easier discoverability.More details here.  Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Email bot for Freshchat (Freddy Self Service)Your bots will respond and deflect repetitive, low-touch questions on the email channel of Freshchat with the most relevant solution articles. Narrow down FAQs (Freddy Self-Service)Offer personalized responses to customers by narrowing down the FAQs for your bots to use based on properties (user, conversation, or bot variables). Bug fixesThese were the bugs detected, and they’ve now been fixed. Team Inbox bugsAgents are unable to append conversat

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S
Community Manager
5 months ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshdesk Release Notes - March 2024Release Notes

 Upcoming Features and Enhancements Bug fixesUpcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Exclude tickets from list view easilyYou can exclude specific tickets from ticket view easily with a new filter added to the default and custom filter menu. All-new Analytics HomepageAn all-new homepage for a seamless user experience with easy access to reports, trash, and an option to favorite reports and widgets. Multi-schedule ReportsSchedule the reports to be delivered to multiple stakeholders at different frequencies without the need to clone reports. Custom metrics shortcuts in Analytics Create custom metrics effortlessly from within the respective reports without the need to constantly navigate back and forth. Bug fixesThese were the bugs detected, and they’ve now been fixed. Agent experience bugsArticle preview fails to load in the secondary portal. Customer profile link on the portal fails to load. Failure to reply to tweets

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S
Community Manager
5 months ago
S
Community Manager
subhikshaa.ganeshCommunity Manager
Freshworks Customer Service Suite Release Notes - March 2024Release Notes

Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Update on Freshdesk navigationThe ‘Go to Freshdesk’ navigation option will be removed from the dropdown menu in the Suite. 

1230
S
Community Manager
5 months ago

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