API to create/update SLA policy, new mobile app experience and a few bug fixes - Release notes through the third week of January,2019

Enhancements:

  1. API to create/update a SLA policy:

                        With Freshdesk API, you'd now be able to create a new SLA policy or update an existing one.

    Create a SLA policy

    Method: POST
    Endpoint: https://domain.freshdesk.com/api/v2/sla_policies

    Update a SLA policy

    Method: PUT
    Endpoint: https://domain.freshdesk.com/api/v2/sla_policies/[id]

    Sample Payload:

    {
            "name": "Returns team SLA",
            "description": "SLA for returns team",
            "active": true,
            "sla_target": {
                "priority_4": {
                    "respond_within": 90000,
                    "resolve_within": 900,
                    "business_hours": false,
                    "escalation_enabled": true
                },
                "priority_3": {
                    "respond_within": 900,
                    "resolve_within": 900,
                    "business_hours": false,
                    "escalation_enabled": true
                },
                "priority_2": {
                    "respond_within": 900,
                    "resolve_within": 900,
                    "business_hours": false,
                    "escalation_enabled": true
                },
                "priority_1": {
                    "respond_within": 900,
                    "resolve_within": 900,
                    "business_hours": false,
                    "escalation_enabled": true
                }
            },
            "applicable_to": {
                "group_ids": [
                    1835
                ],
                "sources": [
                    2
                ],
                "ticket_types": [
                  "Question"
                  ]
            },
            "escalation": {
                "response": {
                  "escalation_time": 0,
                  "agent_ids": [13884]
                },
                "resolution": {
                    "level_1": {
                        "escalation_time": 0,
                        "agent_ids": [
                            13884
                        ]
                    },
                    "level_2": {
                        "escalation_time": 3600,
                        "agent_ids": [
                            13884
                        ]
                    },
                    "level_3": {
                        "escalation_time": 14400,
                        "agent_ids": [
                            13884
                        ]
                    },
                    "level_4": {
                        "escalation_time": 43200,
                        "agent_ids": [
                            13884
                        ]
                    }
                }




  2. Create Facebook tickets via API:

                            The 'Create a ticket' API now supports 'Facebook' as the source. You've to specify Facebook related entities like user_id, post_id in the request params.

  3. New mobile app experience:

                            The mobile app (both the Android & iOS versions) has undergone a makeover to match the experience on the web interface (Mint). Here are few screens from the new, improved version of the app:



Bug Fixes:

  1. Right Click -> Open in a new tab option missing for notifications:

                                Opening tickets in a new tab wasn't possible earlier from the notifications pane since the option went missing. Fixed now.

  2. Translation issues on the new ticket/email page:

                                Translations for default fields like status, priority, etc. got mixed up and there were instances where it showed up in a completely alien language for the agents. We've got this covered!

  3. JIRA widget doesn't load:

                                Due to an issue with the application cache, the JIRA projects weren't getting loaded on the ticket screen. Fixed now!

  4. Search bar is non-responsive on the ticket page:

                                At times, the search bar was unresponsive and you had to refresh the page to get it working again. Fixed!

  5. Support for RTL languages in the editor:

                                The editor orientation shifts accordingly if you have any of the RTL languages (Arabic, Hebrew, etc.) set up as the helpdesk language.

  6. Empty lines getting added:

                                Empty lines were getting added when you try to edit the description of a ticket or while trying to forward a ticket. Fixed.



Cheers!




Adding a couple more items that were shipped post this release,


Print option for Archived tickets:

You'd now be able to print the archived tickets from Freshdesk Mint. This was always available on the classic UI and we've now brought it back on popular demand.




Bug Fix for the ticket titles showing up in bold:

The subject line of tickets were showing up in bold text on the ticket list view, making it difficult for the agents to identify unattended tickets in the queue. We've got this covered!


Cheers!



Our company is still experiencing issues with bug fix #4: Search bar is non-responsive on the ticket page


@Erica, That's so unfortunate. Does this happen to all agents in the helpdesk? Can you please help us with some more information on when you notice this issue?


Cheers!

@aravind Yes, it is all of our agents. It is very intermittent but happens daily for everyone... I don't know what causes it to happen, and it doesn't seem to be limited to the ticket page. If you refresh the page, usually that is what clears it up. We have restarted our computers, cleared our cache, restarted our web browser sessions... but it still happens. What other information would be helpful for you?

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