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subhikshaa.ganeshCommunity Manager

Freshdesk Contact Center Release Notes - April 2023Release Notes

Bug fixes These were the bugs detected, and they’ve now been fixed.Customers were unable to search by call notes. Agents were stuck in a logged-out state. Customers were unable to add call tags to incoming calls. Freshsales customers were redirected to the overall contacts page when they clicked on Contacts from the phone widget. Omnichannel and CRM customers were unable to view ‘All Calls’ and ‘My Calls’ in the mobile app. Agent status was displayed incorrectly on the live agent dashboard. Cheers!

subhikshaa.ganeshCommunity Manager

Freshworks Customer Service Roundup of Q4 2023Webinar

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

subhikshaa.ganeshCommunity Manager

Freshchat Release Notes - July 2023Release notes

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. Wit

subhikshaa.ganeshCommunity Manager

Freshdesk Release Notes - Feb 2023

New Features and Enhancements Bug fixesNew Features and EnhancementsCanned responses enhancements in FreshdeskImport Canned Responses to create, update and delete them in bulk. Define metrics & derive insights into Canned Responses usage by agents.More details here. Configuring custom mail server in FreshdeskImprove the user flow of custom mail server configuration to enable a guided experience with help text and a new seamless verification flow.More details here. Track failed email deliveries in FreshdeskGet enhanced visibility over failed email deliveries sent to customers via the portal with a default filter view. Enable agents to act on undelivered ticket replies quickly.More details here. Custom field sync in Freshdesk-Freshservice integrationWith this enhancement, you can sync custom ticket fields with default and other custom ticket fields between Freshdesk and Freshservice.More details here. Email threading enhancement in FreshdeskConfigure your own ticket threading identi

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 and Freshdesk Omnichannel Release Notes - December 2022Release notes

New Features and Enhancements Bug fixesAll features mentioned below are available to customers as on Dec 15, 2022.New Features and Enhancements Freshdesk Custom Objects is now on the Pro planWith this update, if you are on the Pro plan, you can use Custom Objects to capture all the relevant information from the get-go and have your agents solve customer issues contextually.More details here. Advanced privileges for ticket list view and scenario automation in FreshdeskHave more control to manage access privileges for ticket list views and scenario automation and decide how your agents can create, view, and share them.More details here. Merge ticket enhancements in FreshdeskAgents can merge tickets with association types (parent/child/related), and set up smart automation rules to ignore faulty CSATs getting triggered on merged tickets.More details here. New offerings from Freshworks Professional Services Freshworks Professional Services team has recently launched four new offerings, na

subhikshaa.ganeshCommunity Manager

Freshdesk Contact Center Release Notes - May 2023Release Notes

New Features and Enhancements Bug fixes New Features and EnhancementsAll Below features and enhancements are available to all customers from May 30, 2023Live dashboard enhancements in Freshdesk Contact CenterView agent count by status along with agent details, such as name and time spent. You can also filter agent details by status.Learn more Bug fixes These were the bugs detected, and they’ve now been fixed.Number masking was not applied when agents did not address a call request. Incoming calls were routed to only one agent and then transferred to the wait queue even when multiple agents were online and available. Dashboard fetching arguments before resolving all promises. UI was broken on the call queues page. The left navigation bar was displayed inside the live dashboard for customers using Freshdesk Contact Center account in Freshsales. The snooze icon was displayed for both calls in parallel calling.Cheers!

subhikshaa.ganeshCommunity Manager

Freshworks Customer Service Suite Release Notes - January 2024Release Notes

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

subhikshaa.ganeshCommunity Manager

Freshchat Release Notes - January 2024Release Notes

New Features and Enhancements Upcoming Features and Enhancements Bug fixes New Features and Enhancements All Below features and enhancements are available to all customers from January 30, 2024. Proactive Quality CoachLet AI review your agents’ answers in real-time, right before they hit Send, and suggest improvements for better response quality and consistency.More details here. Custom functions in the bot builderWhile building a bot, admins and agents will be able to create and use functions that can achieve the specific business requirements of each customer.More details here. Importing bot templatesImport templates into existing bots, easily incorporating new features. Also, introducing new bot templates that can be mapped to any channel.More details here. Freddy powered RegEx creation to build botsJust ask Freddy to generate a RegEx to fit your specific business requirements.More details here. Added inbox table view capabilitiesAgents can now assign groups, other agents,

subhikshaa.ganeshCommunity Manager

Freshcaller Release Notes - January 2024Release Notes

Bug fixes These were the bugs detected and they’ve now been fixed.Agent receives multiple calls even when Concurrent call management feature is enabled. Calls fail to connect when they are automatically routed.

subhikshaa.ganeshCommunity Manager

Freshworks Customer Service Suite Release Notes - December 2023Release notes

Upcoming Features and Enhancements All Below features and enhancements are coming soon to customers. Sales add-on to the SuiteThis add-on will enable your sales and support users/agents to have a single solution with a unified end-customer context. Enhanced Admin settingsRevitalize your workflows with our new and improved Admin settings, offering an intuitive and streamlined experience for effortless management. Unified top nav experienceProfile management and notifications will have a common experience for ticketing and chat in Freshworks Customer Service Suite. Cheers! :)

subhikshaa.ganeshCommunity Manager

Introducing the Freshdesk Customer Success-Slack integration!

As a Customer Success Manager (CSM), you can start conversing on Slack right from the product interface! Get help from colleagues in cross-functional teams by conversing through Slack while remaining within the product. With this integration, you can: Collaborate across teams with better context Improve responsiveness and productivity Identify customer delight opportunities Stay updated on customer priorities You can now collaborate effortlessly with internal teams to improve customer advocacy, with the added benefit of using the tool you’re familiar with! Operational benefits:As an admin, here’s how you can empower your customer success(CSM) teams with this integration:Effortless collaboration - Enable your CSMs to get context from cross-functional internal stakeholders. They can collaborate right within Freshdesk Customer Success without switching tabs. Improved productivity - Break silos and bring distributed teams together by enabling easy collaboration. They can be more prod

subhikshaa.ganeshCommunity Manager

Freshchat Release Notes - Aug 2022Release Notes

New Features and Enhancements Bug fixesNew Features and Enhancements New and improved Freshchat inboxWe’ve enhanced the overall visual experience and usability across the three sections of the Inbox page - the conversation listing pane (left), the conversations pane (middle), and the apps pane (right) so agents can focus on the right details.More details here. Bug fixes These were the bugs detected, and they’ve now been fixed. Customers were unable to restore chats using the restore ID and external ID. Campaign flow messages got cleared when customers tried to open them. Agents in the Omni channel account kept seeing prompts to go active on IntelliAssign even though it was disabled. Customers were unable to log in to their Freshchat account. WhatsApp and SMS was duplicated for a few customers. Customers were unable to set up triggered campaigns. Customers were unable to download the chat transcript report. Customers were unable to set their profile picture on Instagram wh

subhikshaa.ganeshCommunity Manager

Freshchat Release Notes - June 2023Release Notes

New Features and Enhancements Bug fixes Customer Bot Agent Admin New Features and Enhancements All Below features and enhancements are available to all customers from June 30, 2023. Place and receive phone calls in Freshchat using AircallIntegrate Freshchat with Aircall to place and receive phone calls from within Freshchat easily.More details here. Engage with customers over Telegram, Viber, and KakaotalkIntegrate Telegram, Viber, and Kakaotalk with Freshchat through custom apps. More details here.Improved Intent DetectionMap frequent customer questions to existing bot flows and fine-tune intents and natural language to improve how your bots handle customer questions.More details here. Agent Inbox Enhancements:Introducing a range of enhancements to Inbox aimed at providing agents with enhanced accessibility, modularity, and increased workspace in the inbox.Chatbots will be aware of the custom business hours of each agent to hand over conversations only to available agents, ensuring

subhikshaa.ganeshCommunity Manager

Freshchat Release Notes - February 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 February 29, 2024. Sentiment Analysis (Freddy Copilot)Leverage Freddy to understand your customers’ emotions and prioritize conversation based on expressed sentiments. You can soon leverage sentiment reports to get insights to refine your support processes.More details here. Freshchat-Playvox integrationBoost agent productivity and streamline your everyday support operations with the Freshchat-Playvox integration.More details here. Integrate RingCentral with FreshchatIntegrate Freshchat with RingCentral to manage all customer conversations across channels from one unified inbox.More details here. More inbox actionsAgents can now quickly assign conversations to themselves. They will now get an 'Assign to me' option for any unassigned conversation in the Team Inbox.More details here. Enhanced translation

subhikshaa.ganeshCommunity Manager

Freshdesk Release Notes - December 2023Release Notes

New Features and Enhancements Bug fixesNew Features and Enhancements All below features and enhancements are available to all customers from December 30, 2023. Freshdesk-Zuper integrationThis integration streamlines field service management, making it more efficient and customer-centric. Create jobs for your field workforce right from Freshdesk.More details here. Reporting for custom agent statusAccess reporting for agent status to get insights into how agents spend their time when they’re unavailable to assist new customers.More details here. Bug fixesThese were the bugs detected and they’ve now been fixed. Agent experience bugsUnable to export tickets from ticket list view page. Text editor in discussion threads is distorted while updating the message. Send and Drop-down buttons on the Thread editor remain enabled after the message is sent. Buttons in Threads editor misaligned after message is sent. Send button status on Threads remains unchanged after API call fails. Unable

subhikshaa.ganeshCommunity Manager

Freshdesk and Freshdesk Omnichannel Release Notes - Aug 2022Release Notes

New Features and Enhancements Bug fixesNew Features and Enhancements All-new Report Builder in Freshdesk AnalyticsBuilding reports got easier and frictionless with fewer clicks and transitions. With the new UI, building, filtering, and navigating reports will be simpler, faster, and frictionless. More details here. Freshdesk Telephony Partner Extension with AircallAircall is now a part of Freshdesk Telephony Partner Extension. Integrate Aircall with your Freshdesk account and offer stellar omnichannel support without switching screens!More details here. Custom Objects enhancement - AutomationsSet up automation rules with Custom Objects. Perform ticket actions, update CO records, and more with this enhancement. Reach out to your respective CSMs or TAMs to get it enabled for your account.Available on-demand Bug fixes These were the bugs detected, and they’ve now been fixed. When agents with group-based scope updated the ticket priority, they were redirected to the ticket list page. Few

subhikshaa.ganeshCommunity Manager

Freshcaller Release Notes - February 2024Release notes

Bug fixes These were the bugs detected, and they’ve now been fixed.Agents are unable to save call outcomes. Admins are unable to add caller roles to Agents if the Freshsales add-on is purchased before the Freshcaller add-on. Cheers!

subhikshaa.ganeshCommunity Manager

Introducing the Freshchat-Slack integration!Product update

Experience a new level of collaboration – agents can now seamlessly work with cross-functional teams in Slack without ever leaving the Freshchat instance. With this integration you can:Manage customer interactions and internal collaboration in one place, eliminating tool-switching. Automatically sync conversations between Slack and Freshworks for streamlined communication Stay informed with timely updates and receive immediate alerts in your Slack channel for real-time collaboration. Amplify support team productivity by collaborating within Slack.Seamless collaboration has never been easier! Operational benefits:As an admin, here’s how you can empower your agents with this integration:Effortless Collaboration: Empower your agents to effortlessly gather context from cross-functional teams, resolving customer issues faster. No need to switch tabs – collaboration happens seamlessly within Freshchat. Improved Productivity: Break down silos and unite distributed teams with effortless colla

subhikshaa.ganeshCommunity Manager

Freshdesk Release Notes - January 2024Release Notes

New Features and Enhancements Upcoming Features and Enhancements Bug fixes New Features and Enhancements All below features and enhancements are available to all customers from January 30, 2024. Sentiment Analysis (Freddy AI)Easily understand what your customers are experiencing emotionally with sentiment analysis and prioritize conversations that require human touch and empathy.More details here. Solution Article SuggesterEmpower your agents to send faster & accurate responses with Freddy powered recommendations from the kbase — now with details on confidence score and user visibility.More details here. Upcoming Features and Enhancements All Below features and enhancements are coming soon to customers. Exclude tickets from list view easilyA new filter will be added to the default and custom dropdown menu of filters so customers can exclude specific tickets from their ticket view easily. Bug fixes These were the bugs detected and they’ve now been fixed.Agent exper

subhikshaa.ganeshCommunity Manager

Freshchat Release Notes - April 2023Release Notes

New Features and Enhancements Bug fixes All Below features and enhancements are available to all customers from Apr 30, 2023 . New Features and EnhancementsConnect Freshchat and Freshdesk easily: Easily connect your Freshchat and Freshdesk to view Tasks and Tickets in Freshchat, import solution articles as FAQs, and sync contacts. Task management in Freshchat: Help agents effortlessly collaborate to resolve customer issues by enabling them to create tasks in Freshchat within a conversation and assign them to a teammate/internal agent on Freshdesk, and effortlessly collaborate to resolve customer issues. Threads in Freshchat: Help agents organize and streamline conversations by allowing them to have focused discussions on customer queries without cluttering up the conversation pane. Quoted text in Emails: Enable agents to distinguish between old and new messages with Emails with quoted text. Agents can gain context from quoted content without scrolling through several replies. Ne

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

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.

subhikshaa.ganeshCommunity Manager

Optimize your field service operations with the Zuper and Freshdesk integration!Product Update

Supercharge your support and service operations with Freshdesk and Zuper integration.Assign technicians based on their skills, location, and availability, and efficiently schedule jobs. Keep tabs on your field technicians with real-time status updates and without having to switch platforms. Add assets and parts required for the jobs directly from the Zuper widget, which you can access within the Freshdesk ticket screen.Convert Freshdesk tickets to actionable field service jobs right from the ticket screen. Elevate your operations, improve efficiency, and delight customers with this integration. Operational benefits:As an admin, here’s how you can empower your field agents with this integration: Boost Agent Productivity - Provide quick job status access, empowering agents to act swiftly. Convert Freshdesk tickets to actionable field service jobs right from the ticket screen. Field technicians can also access and manage their jobs via the Zuper mobile app. They can confirm job statuses,

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

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