Freshdesk release notes- 25th May,2018 ✍️

Enhancements:

  1. APIs for Parent-Child tickets:

               

                                You can now create Child tickets from your application using the Freshdesk API. Documentation will be updated soon @ developer.freshdesk.com/api. What other API endpoints would you love to see and how that can help to ease your workflow? Let us know in the comments section.


        2. Restricting autocomplete on Search for agents:

                                For agents who don't have the access to manage contacts, the restriction can now be strictly enforced by adding this feature. Even if the agents start typing out an email address of a contact, they would see only the tickets that are available under their scope and not the contact's profile. This add-on can be enabled on demand. If you'd like to add this to your helpdesk, please shoot us an email on support(at)freshdesk(dot)com.



        3. LogMein rescue integration: (Mint)

                                LogMein rescue integration is now available on Mint. LogMein allows you to initiate screen sharing sessions right from within your Freshdesk account.

Bug fixes:


        1. Maximum line length error for emails:

                                In some cases, the outgoing emails were failing when the line limit exceeded the standard RFC format. This has been handled now.

        2. Attachments error in Feedback widget:


                                There was a recent breakage in the feedback widget where the attachments sent along with the tickets went missing. This was quickly identified and the fix has been deployed now.

        3. Issue with CC notifications:


                                When an agent adds a note to the ticket, the notifications weren't sent to the CC'd users as expected. Digging down deeper, we were able to isolate the issue to the case where the 'Agent adds comment to a ticket' notification is turned off under Requester notification. That was strange enough, as the CC notifications should be completely independent of the Requester notifications. The special case has been handled now.

        4. Disassociation of company from a ticket: (Mint)

                                When the company associated to a ticket is removed, it prevented the agents from updating the ticket properties. This was because the API query expected the company field to be filled in. This has been handled now.

        5. Issue with ticket export: (Mint)

                                When additional filters are applied on a pre-saved view and then the export is triggered, the data obtained didn't consider the additional filters applied. This has been fixed now.

App Marketplace:


Did you know? You can write powerful apps to complement Freshdesk functionalities to create customised workflows for agents. Visit https://developer.freshdesk.com/ for further information.


Cheers!






API Endpoints I'd like...

-> View Archived Ticket & it's Conversations

-> Merging Tickets

@Carl:


We haven't worked on the API endpoint for merged tickets yet. Will pass it on to the product team and see if we can get this added to our roadmap.


For Archived tickets, we already have the endpoints ready but we just need to update the API documentation. Here's the API endpoint to view archived ticket's conversations: 


https://yourcompanyname.freshdesk.com/api/v2/tickets/archived/{{ticketid}}/conversations


Cheers!

We'd love to see an api endpoint for the summary app https://support.freshdesk.com/support/solutions/articles/232562-give-your-team-more-context-with-the-summary-app-

We'd like to sync the content to other systems.


Thanks

Marvin

Thanks for the suggestion, Marvin. Keep the ideas flowing in!


Cheers!

Still hoping for the api endpoint for the summary app. Any chance to get this in the near future?


Thanks

Marvin 

@Marvin: Unfortunately there are no plans at the moment for the API access to ticket summary. I'd suggest you to post this in the Ideas forum and gather as many community votes!


Cheers!

I did not understand this: can someone explain me?




2. Restricting autocomplete on Search for agents:

                                For agents who don't have the access to manage contacts, the restriction can now be strictly enforced by adding this feature. Even if the agents start typing out an email address of a contact, they would see only the tickets that are available under their scope and not the contact's profile. This add-on can be enabled on demand. If you'd like to add this to your helpdesk, please shoot us an email on support(at)freshdesk(dot)com.

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