What’s new with Freshdesk Omni
See highlights from our monthly product updates
Start your free trialProduct Updates 2025
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Resolution SLAs
Ensure quicker resolutions with clear benchmarks for resolution times based on issue type and channel. Track resolution SLA breaches and adherence levels in Analytics. Available for new signups; existing accounts can opt-in.
WhatsApp Number Management
Better WhatsApp account management to delete numbers, view invoices error messages, and better data reports.
Auto QA (Freddy AI Agent)
AI agents will now automatically perform self-checks, identify gaps, and improve response accuracy.
Enhanced bot management
Manually delete bots, restore within 30 days, and optimize the Freddy AI Agent experience for better control and flexibility.
File management - Freddy AI Agent
Improved file management to offer more control over file visibility and usage for both AI agents and human agents.
Solution Article Suggester
Improved accuracy and confidence scores for agents to find the right solutions more easily.
Contact and Company records management
Manage multiple emails from the Ticketing page, merge duplicates effortlessly, and get access to an enhanced Company field management process. Available for signups after June 1, 2022.
Versioning in CSAT
Use versioning to maintain data integrity in surveys—edit surveys, track previous versions, and more. Responses will align with the right version, and you can filter them by name or version in Analytics. Available for accounts that have Advanced CSAT enabled.
Product Updates 2024
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Better visibility for Freddy
Agents can view Freddy Suggestions, displayed as a sticky banner, to leverage AI-powered recommendations.
Improved content assistance
Improved content assistance Consistent formatting for edits and new summary formats highlighting issues, actions, and outcomes.
Dynamic signature app
Dynamic signature app Automatically apply tailored signatures on new email pages in Freshdesk.
New Jira app for Freshdesk
New Jira app for Freshdesk Upgrade to the latest Jira APIs with the new marketplace app.
Updates in automation templates
Updates in automation templates Find curated automation templates for your use case easily and build rules effortlessly with the enhanced visual cues for selection.
Enhanced scenario automation
Enhanced scenario automation With the improved scenario automation, agents can: 1. Include canned responses directly in the automation 2. Modify the execution to prefill ticket fields and reply editor.
Freddy Copilot usage overview
Freddy Copilot usage overview View licenses, usage frequency, and active agents in Admin Settings.
Enhanced content assistance
Enhanced content assistance Agent input formatting stays intact with rephrase, tone enhancer, and expand for smoother updates.
Product Updates 2023
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Slack integration with Freshchat
Automatically sync conversations between Slack and CRM to unify sales, marketing, and support.
Inbox table view
Review conversations and manage assignment, status, priority, and other properties for conversations
New telephony integrations
Integrate Freshchat with your Five9, Amazon Connect, and Dialpad accounts
Filter views for mentions inside threads
View all the conversations where you are mentioned using @mention in one place
Conversation properties enhancement
Organize conversations with a main category and up to three levels of sub-categories for enhanced classification
Enhanced contact import
Import contacts easily with the new, improved and guided contact import flow
Enhanced inbox views
Agents can toggle table views, group conversations differently for enhanced inbox efficiency
Custom agent statuses in Freshdesk
Learn how agents spend their time when they’re unavailable to assist new customers