Topics started by shankar.ganesh
Hi everyone,We’re super excited to launch a new version (beta) of the feedback widget this week. With the new help widget, you can:Embed a branded contact form on your website or product.Show solution articles wherever your users are.Optimize for deflection, by guiding users to solution articles before they reach out to you.And that’s not all. Beyond just a simple contact form, the new widget can actually help you understand when your customers are frustrated. For instance, if a button on your site isn’t working, and a customer is clicking on it many times hoping it’d work, the widget can popup and ask if they need help. We’re also planning to add more signals to determine if customers are frustrated on your website (like, when they scroll up and down a couple of times, clearly looking for something). If you’ve got ideas on more signals we can add, we’d love to know!Over time, this widget will evolve to support bots, and provide options for you to include other channels (like chat) as
A new version of the iOS app, 4.0, is out in the App Store. The app has been completely designed with iPad in mind, with a brand new layout that makes it really easy to browse tickets, contacts and call history. The iPhone app has been redesigned from the ground up too. A full guide to using the iPad app is here. Help articles for iPhone are available here.
Brand new gamification widget: A brand new gamification widget has been launched to show agents who are not supervisors or admins their actual position in the leaderboard. For each badge, agents can see where they stand against other agents in their helpdesk. Hovering over avatars, they can see their actual score. This feature has been enabled for certain accounts. If you’d like to get the new gamification widget, please reach out to email@example.com. Supervisors and admins will continue to see the existing widget. New keyboard shortcut ‘v’: Tapping ‘v’ lets you quickly jump to any view when you’re in the tickets list page. Quick jump to a contact’s tickets from search: Clicking on the ticket icon in contact search result suggestions and in the results page now lets you quickly jump to the list of tickets from that contact. A quick run down of more recent updates that were launched in the last few weeks can be can be found here.
Quick actions fixes (Mint)You can now exit the quick actions menu by pressing the Esc key. This will make it easier for you to type just slash when you're responding to your customers.Solution article results in quick actions will be restricted to four. Earlier, if you had lots of articles, the menu listed all of them, rendering the option unusable. When inserting solution articles through quick actions, the translated version will be inserted based on the contact's language, instead of the one that is in the account language getting inserted.When an email address is removed from CC, it stayed on in the thread and had to be removed every time (Mint)This is now fixed.Add notes with just attachmentsYou can now add a note with no text, and just attachments in Mint. When you forget to attach files and want to just add a blank note with an attachment, this would be useful.Non-english support in quoted textWhen someone sends an email that's not in English, the quoted text was not identified.
The feedback widget is a simple form you can put on your website. When your customers submit a question using the form, a ticket gets created in your Freshdesk account. The feedback widget is available as a popup version and as an embedded version. In March 2019, we launched the new help widget. It was intended as a replacement for the popup feedback widget. Since then, hundreds of Freshdesk customers have tried out the widget, and have been using it on their websites. They've given us their ideas and suggestions, and we've been making several improvements since we launched.The help widget is on par with functionality offered by the popup feedback widget. It's also customizable with your branding, has APIs for advanced functionality, a better screenshot option and more. You can learn more about these features here. On March 31, 2020, we will be deprecating the popup feedback widget and moving all our customers to the new help widget. If you're already using the popup feedback widget o
At Freshdesk, we want to make sure you delight and wow your customers with an exceptional support experience. That's why we're launching the 'Say Cheese' campaign today to award businesses with awesome support ratings. By showcasing your ratings publicly, you can stand a chance to win $50,000 of goodies from us.Here's how you can get started: Sign up for Freshdesk if you don't have an account already and start supporting your customers. Enable satisfaction surveys and start collecting ratings from them. While you're at it, fill out the registration form on this page to enroll in the contest. Download the Fresh Smiles kit from this GitHub page. The kit uses the Freshdesk API and runs on PHP/MySQL to store and display your support ratings. Install it in your server by following the instructions in this GitHub page - you could display the ratings on smiles.yourcompany.com like we've done or somewhere else! We'll look at your ratings in January and send you goo
We've just shipped version 3.3 of the Freshdesk Android App. The release includes the following features:- Warnings when another agent has just replied to a ticket you're replying to.- Reply to forwards: you can now have conversations with third parties in separate threads inside tickets, just like you can do on the web.- Hold option for phone calls, and the ability to transfer calls to external numbers- Support for date fields.- The ability to change ringtones and toggle vibration for ticket notifications.- Showing customer and associated company names in the ticket list.- Agent summary in the dashboard menu. You can switch to account-level ticket summary from Settings.- Voice search for supported phones. You can now call out 'Ok, Google' followed by relevant commands to look up tickets, customers and solution articles in your account. Read more here.Here's a blog post that further showcases what's new in version 3.3.
Join the Community
Sign in to the Community
Social LoginLogin for Freshworks Employees Login with LinkedIn
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.