You can quickly navigate to a contact/company by searching in the respective views instead of using the global search.
Title change in the +New button on the top bar: (Mint)
It now displays +New ticket instead of '+New' to make it easier for agents to understand the behaviour of the button. The dropdown can be clicked to access the other quick create options.
Freshworks Switcher for all new signups: (Mint)
We'd recently launched the Freshworks switcher that helps you to navigate across Freshworks' suite of products with a single login. It will be now available by default for all new account signups. If you wish to add this to your account, please drop a note in the thread and we'll enable it for you.
Scheduled events for ServerLess apps:
Freshdesk apps can now execute based on one time or recurring scheduled events. Now, you can send reminders at specific time based on a ticket event or create recurring tickets using these events.
Issue with Reply option in the user portal on IE11:
Users weren't able to reply to tickets from the portal if they use Freshdesk on IE11. This was reported recently and it has been fixed now.
Agent Collision on IE11:
On IE11, the agent collision detection that prevents two agents from replying to a ticket at the same time wasn't working as intended on IE11. We figured out the root cause and it now works to prevent duplicated replies as intended :)
META description pre-filled for solution articles:
META description was automatically pre-filled using the actual solution content and it had an impact on the Search Engine effectiveness. It has been fixed now - the META is fully yours to customise.
Outbound email failure notification:
In case of email delivery failure for outbound emails, the failure notifications will now get triggered correctly to the agent's email address.
5.Incorrect timestamp values shown on tickets: (Mint)
The timestamps values were rendered based on the browser timezone instead of the value setup in the agent's profile. This has been fixed now.
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.
You can write a custom app and make use of scheduled events to perform a task at a certain time. For example, you can send a reminder alert to the agent/customer at a specific data&time. It also enables you to create a recurring schedule using which you can create recurring tickets, for example.
over 2 years ago
I would like the Freshworks switcher added to my account. Thanks!
over 2 years ago
@Dave: Thanks for your interest! The Freshworks Switcher is powered by our application SSO and it currently doesn't support authentication via external SSO applications. We're actively working on enabling it to work for external SSO apps.