Freshdesk Release Notes, 28th June, 2016

Along with bug fixes and performance enhancements to improve your experience, here are some features that you can find in this release:

  • Chat : When a chat is missed by all agents and a customer is requested to leave a message, we now pre-fill the missed chat form with all the messages that the customer had already typed out in this interaction. This way, if the customer has already provided details about their issue, they do not have to retype their problem.

Note: As the missed chat form is pre-filled with all the previous information typed by the customer in the same interaction, the ticket details may have the same message repeated twice. For the agent, this update does not change their experience, but now the customer does not have to repeat the same information.

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