New integrations (Directcall app cloud,Lighthouse), fixed issues with sandbox sync, agent groups, ticket fields, ticket template attachments, automations, cache issues, and other bugs - Release notes through 6th Sep 2019

Bug fixes

  1. Fixed bug: Twitter responses were shown from the incorrect handle in ticket replies

When the original Twitter handle was overwritten by a custom app using the interface API, the tweet response that went out still contained the original handle. This is fixed.

  1. Fixed bug: All business hours weren’t listed

Only the first 30 business hours were listed on the Admin → Groups page. This is fixed. All business hours are now shown in the dropdown field.

  1. Fixed bug: Load balanced ticket assignment issue

When setting up a group with load balanced ticket assignment, the group got saved as round robin ticket assignment for some accounts. This is fixed.

  1. Fixed bug: Attachments missing in ticket templates 

Attachments were sporadically lost in ticket templates for some accounts. This is fixed.

  1. Fixed bug: Cursor changes position when inserting inline images 

When an image was inserted in a reply, the cursor moved to the bottom of the reply editor. This is fixed.

  1. Fixed bug: Negative decimal numbers validation failure

Customers were unable to enter negative decimal numbers in the decimal ticket fields, while agents were able to. This is fixed.

  1. Fixed bug: Ticket field name conflict during sandbox sync

Custom fields with the same name in the main account and the sandbox account caused an error upon account sync for some accounts. This error was due to the conflict of ticket field names and, sometimes, it broke the ticket fields page in Admin. This is fixed.

  1. Fixed bug: Deleting nested ticket field throws an error

When agents tried to delete a nested ticket field, the “something went wrong” error was thrown for some accounts. This is fixed.

  1. Fixed bug: 'Previous' / 'next' in the calendar picker displays wrong info

When agents tried to navigate using the previous/next buttons in the calendar in the date field, it showed the previous/next month from that day, instead of showing the previous/next month from the date in the field. This is fixed.

  1. Fixed bug: Observer (ticket updates) rules are not loading

In some accounts that had disabled the default customer satisfaction survey, ticket update (Observer) rules were not showing up in Admin → Automations. This is fixed. 

  1. Fixed bug: “&” renders as “&” in the UI

When the subject or description of an automation rule included the “&” symbol, the rule gets saved and works. However, it was rendered as “&” in the UI. This is fixed.

Marketplace apps

  1. Directcall app cloud: Directcall provides businesses with Brazilian phone numbers for handling their support. This app helps pick Directcall calls from within Freshdesk, while also helping route incoming calls to appropriate agents. All calls can be recorded and the recordings can be associated with the appropriate tickets. Tickets can also be opened on incoming calls and SMS.

  2. Lighthouse: Agents can access use this app to quickly access content from their Lighthouse account (a knowledge management product) and copy it instantly to use as responses in their tickets. The app works on the new ticket page, new email page, and the ticket details page


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