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Topics started by ashik.basha

6 Topics

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Apprentice
ashik.bashaAshik MJ

Goodbye Legacy Reports, Hello Freshdesk Analytics!

At Freshworks, we are committed to continuously enhancing our platform to empower you with the best tools for data-driven decision-making throughout your customer lifecycle. With that in mind, we are excited to announce a significant update in our journey towards providing more insightful and efficient analytics.As more and more users embrace the power of Freshdesk Analytics, it is time for us to transition away from the legacy Reports module. By the end of October 2023, the Reports module will be deprecated on your Freshdesk account. Consequently, the option to create new custom reports will no longer be available within the Reports module. However, we are dedicated to ensuring a smooth transition for you. All the assistance you need to recreate your custom reports on the Analytics module will be readily available. Our comprehensive help documentation and tutorial videos will guide you through the process seamlessly.With the all-new Freshdesk Analytics, you will spend less time buildi

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Apprentice
6 months ago
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Apprentice
ashik.bashaAshik MJ

Streamline agent collaboration with Threads! (LIVE NOW!)

Agents can create Threads on Private notes, start a Discussion Thread, or while Forwarding a ticket to loop in fellow agents and other stakeholders to provide a complete context of the ticket. Threads organize conversations and focus discussions about the ticket or a topic within a particular ticket. It simplifies conversations on a chat-like experience for agents to collaborate with agents and stakeholders efficiently. Threads in FreshdeskAgents can collaborate within the ticket using different threads in Freshdesk:Forward Threads to collaborate on ticket forwards and keep track of subsequent replies.  Private Threads to collaborate on Private Notes, Public Notes, and agent or customer responses.  Discussion Threads to collaborate on a specific ticket in a chat-like interface to resolve issues faster. (Discussion Threads will be visible in the new ‘Threads’ panel and not on the ticket screen)Threads enable agents to Improve agility in initiating discussions with multiple stakeholders

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gcecil
Contributor
6 months ago
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Apprentice
ashik.bashaAshik MJ

Introducing Threads in Freshdesk! (coming soon)News

Collaborate with multiple stakeholders to resolve complex issues faster TRY THE THREADS PROTOTYPE NOW! Threads allow agents to have focused discussions on a specific topic inside the ticket without polluting the conversation pane. It enables agents to find specific questions, answers, and replies from fellow agents to solve complex issues.  Agents can initiate the following threads to collaborate with fellow agents/stakeholders within the ticket: Private Threads to collaborate on Private Notes, Public Notes, and agent or customer responses.  Forward Threads on ticket forwards and keep track of subsequent replies.  Discussion Threads to collaborate on a specific ticket in a chat-like interface to resolve issues faster. (Discussion Threads will be visible in the new ‘Threads’ panel and not on the ticket screen)  Threads will be available in your accounts in the coming weeks. But, before we roll out, we want YOU to take a look, play around with the feature, share your inputs & fee

7702
RaunoRantanen
Community Debut
11 months ago
A
Apprentice
ashik.bashaAshik MJ

Christmas comes early! Freshdesk Analytics gets a glow-up! 📊✨

As a Freshdesk admin, now you can do more and get more out of Freshdesk analytics. We have been working on a series of exciting updates for you. All these updates are focused on making Freshdesk more curated and flexible for serving your individual business needs. Here is a snapshot of all our new updates:Stay on top of your business-specific parameters using Customer Metrics & Attributes: Custom Metrics enable you to use simple arithmetic operations or complex functions to combine data points and get a holistic view of your business environment. With this update, you can streamline your reporting process by tailoring your metrics to your needs and gleaning actionable insights into your business. Learn more  Report Sharing in groups - Agents and admins managing the reports can share them to Agent Groups with different levels of access and permissions. Learn more  Add custom fields to contacts & companies: You can now add custom fields as column information for their contacts &a

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raymondcanilao
Skilled Expert
1 year ago
A
Apprentice
ashik.bashaAshik MJ

Customize satisfaction surveys in a language your customers speak

Sending out customer feedback surveys in the language your customers best understand is a great way to increase your feedback survey response rates.  This way, your customers will also find it easier to provide feedback for your company’s support. With this new update, you'll be able to send customer satisfaction surveys in Freshdesk can be fully customized based on your audience’s preference, and they can be fully translated to match the preferred language in the customer’s profile. With multilingual customer satisfaction surveys, you will be able toEngage, listen and respond to customers across the globe and deliver a localized survey experience.Eliminate language barriers that could have come into play had a multilingual survey not be used.Increase response rates of your feedback surveys since customers can freely express their thoughts and opinions in a language they feel most comfortable with.

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Apprentice
3 years ago
A
Apprentice
ashik.bashaAshik MJ

Introducing 'Archive Ticket fields' and a refreshingly new Ticket fields page

We are super excited to announce the launch of Archive ticket fields. We have also revamped the design of the existing ticket fields page in Freshdesk. Archive Ticket fields: Currently, when an admin deletes a ticket field, it is not possible to retrieve it by themselves, leading toImpact on configurations like Automation rules, SLA, etc.,Data loss for the customer When you delete a ticket field and want to retrieve it, usually you gotta reach out to Freshdesk support, and we raise an L2 ticket to retrieve the lost ticket field. However, there are chances of data loss and this process is time consuming. With this new update, support admins and supervisors can archive ticket fields and retrieve them whenever needed. The behavior of an archive will be very similar to that of a delete, except for the fact that it can be retrieved later. Note: Archiving ticket fields will still impact configurations like automation rules, SLA, reports, etc. When you unarchive the ticket field, you will res

1050
A
Apprentice
3 years ago

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