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subhikshaa.ganeshCommunity Manager

Changes to Freshworks sub-processor listNews

We plan to update our sub-processor list.We will be adding the following sub-processors to our list. DataStax Inc Sumologic 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. To know more about these measures, we encourage you to read our Data Processing Addendum and Privacy Notice completely.If you have any questions about this update, please write to support@freshworks.com.

subhikshaa.ganeshCommunity Manager

Freshdesk Contact Center Release Notes - July 2022Release Notes

New Features and Enhancements Bug fixesNew Features and Enhancements Additional call lifecycle events in Freshdesk Contact CenterGain deeper insights and give complete visibility into calls with additional call lifecycle events. You can now get insights into when and how a call ended. More details here. Parallel Calling in Freshdesk Contact CenterMake multiple calls simultaneously, have unified conversations with anyone, and get help to resolve issues faster. Agents can start a parallel conversation and switch between calls any number of times while putting the other person on hold.More details here.Changes to Freshworks sub-processor listWe plan to update our sub-processor list. We will be adding the following sub-processors to our list. DataStax Inc Sumologic We will be removing the following sub-processors from our list: Google Cloud Platform Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational meas

subhikshaa.ganeshCommunity Manager

Introducing Bot Templates!

Launch your bots within minutes using pre-built bot templates. Use out-of-the-box bot templates that you can customize according to your needs and deploy them quickly, thus saving the time and effort required to build your bots from scratch. Freshchat bot templates are available across industries. Currently, you can use bot templates for Online delivery Financial services Education technology Airline travel planning Telecom Healthcare We will soon launch bot templates across more industries! Customize the existing industry-based bot templates to match your specific use case, and deploy them in no time. With bot templates, you can: Customize the template to match your brand Automate FAQs and enable agents to focus on complex issues Assist your customers faster, quicker, and better Deploy your bots in no time Important links:Check out the solution articles to understand how you can start leveraging these templates!

subhikshaa.ganeshCommunity Manager

Freshdesk Contact Center Release Notes - June 2022Release Notes

New Features and Enhancements Bug fixesNew Features and Enhancements Freshdesk Contact Center Network Test ToolTest your network connection with the Freshworks network test tool while using Freshdesk Contact Center on the browser. The tool runs network diagnosis and provides a detailed report on common network issues.More details here. Bug fixes These were the bugs detected, and they’ve now been fixed. The wrong time zone was displayed for customers based in the Sydney time zone. The company name was not displayed in the notification widget if the contact name was not present. Few customers were unable to pause the call recording. There were wrong translations in the Dutch language for call metrics. External call transfer failed for a few customers. Customers were not able to edit contacts while clicking on edit from the in-conversation page. Cheers! :)

subhikshaa.ganeshCommunity Manager

Freshchat Release Notes - June 2022Release Notes

New Features and Enhancements Bug fixesNew Features and Enhancements Engage with customers through Instagram DMs in FreshchatYou can link multiple Instagram Business accounts and support customers from one Freshchat account. Agents can send and receive DMs, respond to story replies and comments, and deploy bots to deliver a personalized conversational experience.More details here. Answers settings for Bots in FreshchatYou can now configure the number of knowledge base articles the bot can recommend to the customer. Bots can address customer questions by recommending up to three knowledge base articles in order of relevance. More details here. Article and rating support for the conversations widget in FreshchatThe Freshchat conversations widget now supports clickable articles and bot feedback messages configured through the bot builder.More details here. WhatsApp usage metrics in FreshchatMonitor the usage and billing for each WhatsApp number integrated with your Freshchat account with

subhikshaa.ganeshCommunity Manager

Freshdesk Analytics is now upgraded with a whole new bunch of enhancements!

We have moved the needle to deliver enterprise-grade Analytics capabilities. Freshdesk Analytics helps build a data-driven support culture with minimal effort. Derive actionable insights across the customer lifecycle Use Interactive filters for agile drill down Do It Yourself with low code or no code Extend Freshdesk capabilities with GoodData integration (Coming soon!) You can also view agent performance across channels in one holistic report with Omnichannel analytics. Analyze reports on the go with tablet and mobile support in the Freshdesk Support Desk app. Read more →

subhikshaa.ganeshCommunity Manager

Freshdesk Contact Center Release Notes - May 2022release notes

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.

subhikshaa.ganeshCommunity Manager

Freshchat Release Notes - May 2022Release notes

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 for

subhikshaa.ganeshCommunity Manager

Introducing Custom Agent Status for Freshdesk Messaging!

What is Custom Agent Status?With Agent Status, you can 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 and helps evaluate agents better. Enable your agents to update their availability in real-time, and understand how they spend their time on a day-to-day basis. How you can manage your support team with agent status Create custom statuses based on how your agents work. Eg: Meeting, Lunch, Coffee, etc. Integrate with a BI tool and get insights into where agents spend their time Check out more details here!

subhikshaa.ganeshCommunity Manager

Introducing Flexible Hierarchy in Freshdesk Knowledge base!

Flexible Hierarchy enables you to structure your Freshdesk knowledge base and categorize the content for better organization and easy navigation. You can now create folders up to 5 levels under each category and scale your knowledge base architecture.You can also control how customers can access their knowledge base by setting permissions to view and manage articles at the first folder level.Learn more about how you can structure your KBase here.

subhikshaa.ganeshCommunity Manager

Freshdesk Contact Center Release Notes - April 2022Release notes

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 r

subhikshaa.ganeshCommunity Manager

Freshdesk Messaging Release Notes - April 2022Release notes

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 detail

subhikshaa.ganeshCommunity Manager

Freshdesk Support Desk and Freshdesk Omnichannel Release Notes - April 2022Release notes

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

subhikshaa.ganeshCommunity Manager

Freshdesk Contact Center Release Notes - March 2022Release Notes

Bug fixes These were the bugs detected and they’ve now been fixed. Call recordings were marked as ‘Yes’ under Admin Operations even when the call wasn’t recorded. Mails weren’t being triggered when agents added call feedback. An error was thrown when users tried to add new agent SIP credentials. Calls were transferred to unavailable agents for customers using Contact Center in Omnichannel and CRM accounts. Duplicate calls were triggered to agents in Omnichannel accounts when an agent changed the call recording status. Available agents names was not displayed in the Live Dashboard. Calls kept ringing to other agents in Round Robin even after it was disconnected. Error was thrown when agents tried to transfer calls to an external number. Agent details were still retained in the Org account even after performing hard delete. Cheers!

subhikshaa.ganeshCommunity Manager

Freshdesk Messaging Release Notes - March 2022Release Notes

Note: All the features/enhancements below are available on Free, Growth, Pro, and Enterprise plans. New Features and Enhancements Bug fixesNew Features and Enhancements Carousel support in Freshdesk MessagingUsers can configure each item on the carousel and display rich media content to the customer through the Conversations widget. The bot will present a carousel with the choices that you’ve listed to your customers. More details here. Enrich bot conversations by attaching images and videosYou can attach images and videos to your bot conversations and elevate your self-service. Using rich media in bot conversations enables organizations to deliver engaging and impactful self-service experiences to their customers. More details here. Workforce Management in Freshdesk MessagingManage your workforce smartly, strike the right balance between your team and customers with injixo. This integration helps you make well-informed staffing decisions, switch from manual planning methods to autom

subhikshaa.ganeshCommunity Manager

Freshdesk Support Desk and Freshdesk Omnichannel Release Notes - March 2022Release Notes

Note: All the features/enhancements below are available on Free, Growth, Pro, and Enterprise plans. New Features and Enhancements Bug fixesNew Features and Enhancements Introducing Average Handling Time (AHT):Time tracking is a critical service metric for any business, especially for a helpdesk. But currently, agents manually enter time entries, which are often prone to incorrect or incomplete data, leading to inaccurate billing and invoices. With AHT, customers can automate time tracking and effectively monitor their team’s productivity and gain insights into the overall business.More details here. Enhancements to Atlassian JIRA Plus App in FreshdeskWith the new improvements, equip your JIRA team with complete context of issues without having them switching between tabs as they can access inline images. Also make it easier for agents to filter, fetch and track issues in Freshdesk using tags and ‘Summary’ text.More details here. Personalizing Freshworks URL as per brand requirements Ad

subhikshaa.ganeshCommunity Manager

FRESHDESK SUPPORT DESK AND FRESHDESK OMNICHANNEL RELEASE NOTES FROM FEB 1st to FEB 28th 2022

PRODUCT UPDATES:Neo Admin Center: Idle Session Timeout Easily configure idle session timeout duration for your users' sessions from the session management section, in the security module of the Neo Admin Center. Once enabled, users will have to reactivate sessions by logging in as per company policies. Go on and enforce both security and compliance, at one go!Read moreBug Fixes:These were the bugs detected and they’ve now been fixed: The ‘New topic created’ link from forums threw 404 error and was not accessible. There were formatting issues in articles with unnecessary white space. When a dropdown field was deleted and created with the same name but different dropdown values, corresponding updates were not shown in the table view on ticket list page. Columns on the tags page were overflowing outside the table and had formatting issues. Attachments were not found for tickets created from eBay. Ticket properties were not getting updated due to cache issues. Log time was g

subhikshaa.ganeshCommunity Manager

FRESHDESK SUPPORT DESK AND FRESHDESK OMNICHANNEL RELEASE NOTES NOV 15 to DEC 20, 2021

Product updates:Out-of-the-box Freshdesk and Freshservice integrationWith this native integration, your customer support teams on Freshdesk can raise incidents and service requests to internal teams on Freshservice. With a complete view of customer conversations and automated workflows, your internal teams can collaborate faster with your support team to help resolve issues -— without having to switch between tools.Read more Introducing all new enterprise-grade Freshdesk AnalyticsGet insights faster with a comprehensive set of curated reports that help you understand ticket volume trends, customer satisfaction, and much more to take data driven business decisions. Shortly, we are bringing highcharts, interactive filters to build and modify reports with ease. You will be able to analyze reports on the go with tablet and mobile support. You can extend Freshdesk’s Analytics capabilities with the upcoming GoodData integration.Read more Mobile AnalyticsGet the power of Analytics web experi

subhikshaa.ganeshCommunity Manager

FRESHDESK CONTACT CENTER RELEASE NOTES FROM FEB 1st to FEB 28th 2022

ENHANCEMENTS: When phone credits go below the threshold limit, an alert email will be triggered to the user. Freshdesk Contact Center will use the ‘PCMU’ codec for voice calls that will enhance the audio quality of voice calls. BUG FIXES:These were the bugs detected and they’ve now been fixed. The Close button [X] was not working in the Edit dialog box on the Routing Automation Imported rules page. Features like Post Call transcription and data scoping got disabled for some customers when they upgraded to a higher plan. When the Live dashboard is restricted for agents, agents were unable to take calls assigned to them through the dashboard. Clicking on 'Buy New Number' opened the Edit number slider. When a call queue with two levels was saved, the screen froze. Tickets did not get created when two agents received a call concurrently. Users were unable to add agents even after addon agents were purchased from the Omnichannel account. The Business Calendar holiday flow

subhikshaa.ganeshCommunity Manager

FRESHDESK MESSAGING RELEASE NOTES FROM FEB 1st to FEB 28th 2022

PRODUCT UPDATES:Bring Your Own Channel in Freshdesk MessagingChoose your own channel and integrate it with Freshdesk Messaging. You can achieve this with the help of APIs and marketplace events. We have used this framework for two upcoming integrations through the marketplace - Viber and Kakaotal.Read more Have casual conversations using Global Small Talk in Freshdesk MessagingWith Global Small Talk, you can configure the bot to engage your customers in a casual conversation to provide an enriched and interactive experience. Global Small Talk is now available in 42 languages. Read more Use industry-based bot templates in Freshdesk MessagingGo bot-first in your support to handle FAQs, and save time for both your customers who can now help themselves and your agents. Customize the templates to suit your use case and help customers find answers faster.Read more ENHANCEMENTS: When users are unable to add a Label under the Settings page, an appropriate error message stating the reason wi

subhikshaa.ganeshCommunity Manager

FRESHDESK MESSAGING RELEASE NOTES NOV 15 to DEC 20, 2021

Product updates:Freddy Answers are now multilingual Let your bots speak to your customers in the language they understand best. With this release, you can set up questions and their variations to map them to an answer or a chatbot flow in over 40 languages!Read more Multipart form data APIs in Freshdesk Messaging bot builderWith Multipart Form Data format support in the API library, your bot can collect and pass file attachments and other information from end-users to any third-party application. By pushing attachments, your bot will be able to add more clarity to the question they have raised or the issue they are facing.Read moreExport bot reports with ease and accuracyWith Freddy Self-Service, you can now get insights into your bot’s performance with readily available bot exports. Choose between Scheduled and One-time exports, delete existing schedules, and you will soon be able to include up to five email IDs to send reports to. Read more Improvements to Conversation settings for B

subhikshaa.ganeshCommunity Manager

FRESHDESK CUSTOMER SUCCESS RELEASE NOTES NOV 15 to DEC 20, 2021

Enhancements: Connector configuration versioning Accounts page enhancement Outlook image as per guidelines Manage fields show count system and custom fields Removed the need to close/dismiss the previous alert before a new alert can retrigger Developer/admin users can copy and paste given code snippets into my app codebase Users can view the action buttons while hovering over the touchpoint templates, goal templates, alerts, and manage lists table row. Churn filter task placeholder Bug Fixes:These were the bugs detected and they’ve now been fixed. Accounts.listViews was called in custom dashboards but was deprecated. Goal ID was getting wrapped in the goals list view page in some scenarios. Sometimes while refreshing the page the translations are displayed in the navbar > Add new. We’ve validated output JSON in worker before inserting it into the source job stats table. In the manage list, the checkbox of the account list and users list was misaligned. Cust

subhikshaa.ganeshCommunity Manager

FRESHDESK CONTACT CENTER RELEASE NOTES NOV 15 to DEC 20

Product updates : Shared phone channel between Omnichannel and Freshsales SuitePowered by the Freshdesk Contact Center (FDCC), a common phone channel between your Omnichannel and Freshsales web application is available now. Seamlessly manage the phone channel operations without having to juggle between multiple accounts.Read more Enhancements: Customers who have pending invoices will see an information banner in their accounts, as per RBI guidelines. Bug fixes:These were the bugs detected and they’ve now been fixed. The Time Spent metric in the Live dashboard wasn’t getting updated in real-time. A page reload was required to view the latest metrics. When the chosen language is a non-English language, setting the call action as anything other than ‘Send to call queue’ resulted in a ‘Missing Translation’ error. Freshworks CRM customers were unable to play the recorded voicemail drop message inside the CRM UI. Agent activation emails were sent in English even when the account lev

subhikshaa.ganeshCommunity Manager

Coming soon - All new Analytics with enterprise-grade capabilities!

With data-driven decisions becoming the norm, organizations are required to supplement their decisions with data. However, when it comes to understanding the data, the struggle is real. They face multiple roadblocks like: Additional costs for advanced reporting that come as add-ons Complex BI tools that require them to depend on analysts, which delays their decision-making Dispersed data in the form of multiple reports making it difficult to analyze them 54.4% of executives reported that an inability to be nimble and compete on data presented the most significant competitive threat that they faced.Take data-driven decisions by bringing isolated data together, and derive better insights without having to sweat it. Follow this space as we launch enhanced Analytics capabilities to break silos and enable you to derive the insights you require, seamlessly!

subhikshaa.ganeshCommunity Manager

Introducing the native Freshdesk-Freshservice integration!

Hello everyone, We are delighted to launch the native Freshdesk-Freshservice integration. With this integration, you can unify customer support with your internal teams to collaborate and resolve complex issues effortlessly. Check out how it works here!This out-of-the-box integration enables customer support teams on Freshdesk to raise incidents or service tasks to internal teams on Freshservice from within the customer ticket. With a complete view of customer conversations, your teams can collaborate effortlessly to resolve issues without switching between applications. Support teams can also automate incident creation to avoid redundancy and achieve a faster turn-around time on tickets that are dependent on internal teams.Support agents on Freshdesk will also be able to create rules to automate repetitive tasks like raising incidents to internal teams on Freshservice. Freshdesk admins can also limit the information that internal teams need to understand and resolve issues.By syncing

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