Freshdesk Release Notes - June 2024

New Features and Enhancements

Freddy Usage Report (Freddy Copilot)

Understand how your agents are making use of Freddy Copilot features.

More details here.

Hubspot CRM Connector App

Sync contacts, accounts, and custom objects between Hubspot CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.

More details here.

Google BigQuery Connector App

Sync contact, account, and custom module data between Google BigQuery and Freshdesk. Export your analytics data into Google BigQuery.

More details here.

Amazon Redshift Connector App

Sync contact, account, and custom module data between Amazon Redshift and Freshdesk. Export your analytics data into Amazon Redshift.

More details here.

Insightly CRM Connector App

Sync contacts, accounts, and custom objects between Insightly CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.

More details here.

Copper CRM Connector App

Sync contacts, accounts, and custom objects between Copper CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.

More details here.

Zoho CRM Connector App

Sync contacts, accounts, and custom objects between Zoho CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.

More details here.

FullContact Connector App

View customer contact details in FullContact when you create a contact in Freshdesk.

More details here.

Bulk Actions Enhancements 

Admins can now make bulk updates to all custom fields and ticket search results.

More details here.

Upcoming Features and Enhancements

Custom SSO

Support multiple custom Single Sign-On policies for different customer portals, accommodating businesses with various sub-brands and unique identity management needs.

Sentiments Enhancements

Enable agents to better prioritize ticket volumes while giving admins control over defining thresholds for negative, neutral, and positive sentiments.

Customizable Sidebars 

You can now rearrange user properties in the sidebar based on frequency of usage. This will ensure that the most relevant information is easily available while resolving customer queries.

Freshdesk-Playvox integration

Manage workforces effectively, boost agent productivity, and streamline daily support operations with the Playvox app for Freshdesk.

New Fair Usage Policy (FUP) limits for outgoing emails

Depending on the plan, new limits (ranging from 100 to 500) will define the maximum number of outgoing emails per hour to enhance security.

Bug fixes

These were the bugs detected, and they’ve now been fixed.

Agent experience bugs

1. If an email has attachment details missing, it fails to convert into a ticket.
2. Ticket templates with a custom date field cannot create new tickets.
3. Some agents see an invalid column when filtering a table view by group.
4. Some agents, during onboarding, see an incorrect error message about threads when looking at the ticket details page.
5. Agents can incorrectly attach CSAT survey links to secondary (merged) tickets. This has been fixed for the old CSAT option.
6. Scenario automations executing within a ticket break the UI.
7. Group properties can’t be updated if the group contains a deactivated agent.
8. Custom sources are not showing up in the ticket_fields API.
9. Custom sources are not showing up in dashboard widgets.
10. Emails with multiple spaces in between words in the subject create a new or duplicate ticket.
11. Scrolling down on a long article in the editor causes the toolbar to disappear.
12. Searching for tickets in the customer portal incorrectly shows a span tag for matched words.
13. The cursor is occasionally missing from multiple dropdown fields.
14. Embedded YouTube videos in solution articles don’t support the “Watch on YouTube” option.
15. When using the GET API to fetch published articles, the API incorrectly fetches draft attachments.
16. Validations added to custom fields for when the new ticket page is duplicated.
17. Trying to create a ticket with a summary and an inline image together sometimes fails.
18. Replies to existing but disabled threads are added to the same thread instead of as a private note.
19. While forwarding threads, some agents can’t see the From and To email fields.
20. Expanding the Reply within a Forward Thread doesn’t expand the UI appropriately.
21. Exceptionally large ticket conversations (such as when extended_quoted_text is enabled) with many indentations can throw an error.
22. The less than symbol (<) can’t be rendered in the title of solution articles.

Admin experience bugs

1. When using a “Does not include” filter to create a custom dashboard, the widget data can be incorrect.
2. Audit logs export can throw an error when it takes too long to prepare.
3. When downgrading to the Growth Plan, a banner about the Free plan is incorrectly shown.
4. Ticket exports with no tickets are incorrectly marked as a failed export.
5. The “allow agents to control their availability status” option resets automatically upon saving changes to other toggles.
6. Setting up a custom mail server with a primary support email ID throws an incorrect error. 
7. The CSAT widget in the dashboard incorrectly shows data for a month instead of a day when no group filter was applied.
8. Large ticket exports can time out and fail.
9. The old CSAT survey wouldn’t load if the advanced_csat feature is enabled, but the advanced_csat bitmap is not.
10. Agent availability for Phone queues in the dashboard filters agents incorrectly.
11. Added validations for creating dropdown fields in canned forms.
12. In a multi-product setup, trying to delete a product erases the portal linked to Freddy bot and the bot responses and feedback from the associated bot.

Automation bugs

1. Ticket creation automations that create a private note to store email content are inconsistent in color. 
2. Users are unable to reply to forward threads created by automation rules.
3. When shared ownership is enabled, automation rules that assign tickets to internal agents or internal groups can send 2 emails.

Language Bugs

1. Missing translation for “no results found” when searching for solution articles.
2. When a customer tries to access an unpublished translated article, they might see an option to view the original language article, even if that too is unpublished.
3. Some hints and placeholder text are not translated on the New Ticket page in the Marina theme.
4. Signup pages show up in English instead of the browser/portal language.
5. Navigating between articles with different languages throws a “permission denied” error.
6. Missing translation for “Click here to add comment” in forum topics in the Froala editor.
7. Multiple missing translations for elements in the Team Dashboard.
8. Orphaned translated articles can’t be exported.
9. Custom status labels aren’t being translated into ticket lists and ticket details.

Integration bugs

1. Since Freshchat maps the phone field to the mobile field in Freshdesk, the ticket creation API and Ticket list channel API now accept the mobile property.
2. If Freshchat or Freshcaller navigation icons are in the overflow menu (triple dot menu), the agent cannot close their widget windows.
3. Session Replay integration between Freshmarketer and Freshdesk sends an empty response.
4. The JIRA Plus app now supports the “Parent” field (previously “Epic”).
5. There is a mismatch in the agent limit between Freshdesk and Chargebee accounts.
6. The Google Contacts integration isn’t working for Gmail accounts.

Cheers!