New integrations (Freshsales conversations, Agatha answers), enhancements, fixed issues with email notifications, first response due, inserting images and other bugs - Release notes through 7th Aug 2019


  1. Time format on the ticket activity export

The timesheet entries in the ticket activity export are now passed in the HH: MM: SS format, instead of the HH: MM format. This will be in sync with the UI and the timesheet reports. 

Bug fixes

  1. Fixed bug: Failed to send emails via Dispatch'r, Observer, Supervisor 

Email notifications sent through the automations were failing for some accounts. This is fixed.

  1. Fixed bug: First Response Due column wasn’t updated in the table view

The “First Response Due” was changing in the ticket detail view but wasn’t updated in the table view. This is fixed.

  1. Fixed bug: Improper multiple image insertion

Images were pasted improperly when more than one was pasted in the reply editor. This is now fixed.

Marketplace apps

  1. Freshsales Conversations: Pull customer data (gathered by sales agents on Freshsales through email conversations and phone logs) from Freshsales into Freshdesk for quicker resolution of tickets.

  2. Agatha Answers: An AI-based unified search tool (with NLP) that connects to all support org knowledge both from within Freshdesk (e.g. past support tickets, help articles, canned responses) and external resources (e.g.  Confluence, JIRA, GoogleDrive, Sharepoint, etc.).


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