This article applies exclusively to a select group of customers who initially engaged with Freshworks under special terms.



Freshdesk Product Updates

Version Aug 2024

S.No.

Key features

Module

Availability on the latest plan version

Availability on older plan versions


AI for ticketing

Freddy AI

Pro, Enterprise

Estate, Forest


Email bot

Freddy AI

Pro, Enterprise

Estate, Forest


Connector apps

Integrations

Growth, Pro, Enterprise

Blossom, Garden, Estate, Forest


Customer Portals

Admin experience

All plans

Sprout, Blossom, Garden, Estate, Forest


Custom objects

Workflow & Automation

Pro, Enterprise

Estate, Forest


Freshdesk-Freshservice Integration

Integrations

Growth, Pro, Enterprise

Blossom, Garden, Estate, Forest


Freshdesk Analytics

Analytics

All plans

Sprout, Blossom, Garden, Estate, Forest


Workforce management - Injixo, Playvox

Integrations

Pro, Enterprise

Estate, Forest


Average Handling Time

Workflow & Automation

Pro, Enterprise

Estate, Forest


Flexible hierarchy in Knowledge Base

Admin experience

Enterprise

Forest


Multiple ticket forms

Agent experience

Pro, Enterprise

Estate, Forest


Freshdesk Telephony Partner Extension

Integrations

Growth, Pro, Enterprise

Blossom, Garden, Estate, Forest


Enhanced report builder

Analytics

All plans

Sprout, Blossom, Garden, Estate, Forest


Custom metrics

Analytics

Pro, Enterprise

Estate, Forest


Exporting canned responses

Admin experience

All plans

Sprout, Blossom, Garden, Estate, Forest


Advanced ticket filters on the customer portal

Agent experience

Pro, Enterprise

Estate, Forest


Skill based routing

Workflow & Automation

Enterprise

Forest


Custom agent statuses

Workflow & Automation

Pro, Enterprise

Estate, Forest


Improved collaboration with Threads

Agent experience

All plans

Sprout, Blossom, Garden, Estate, Forest


Deactivate agents

Admin experience

Growth, Pro, Enterprise

Blossom, Garden, Estate, Forest


Freshdesk-Zuper for Field Service Management

Integrations

Growth, Pro, Enterprise

Blossom, Garden, Estate, Forest


Multi-schedule reports

Analytics

Pro, Enterprise

Estate, Forest


The enhanced Analytics homepage

Analytics

All plans

Sprout, Blossom, Garden, Estate, Forest


Customizable sidebars

Agent experience

All plans

Sprout, Blossom, Garden, Estate, Forest