What’s new in Freshdesk
See highlights from our monthly product updates
Product Updates 2025
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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.
Ticket updates - enhanced notifications
Agents can stay on top of tickets with enhanced, channel-agnostic notifications. They will receive ticket updates on web and mobile, ensuring no ticket goes unnoticed.
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.
Reply Suggester - Public Beta
Access AI-powered reply suggestions to resolve customer queries more accurately using relevant solution articles.
Product Updates 2024
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Better visibility for Freddy Suggestions
Agents can view Freddy Suggestions, displayed as a sticky banner, to leverage AI-powered recommendations.
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.
Product Updates 2023
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Custom agent statuses in Freshdesk
Learn how agents spend their time when they’re unavailable to assist new customers
Freshdesk-Zuper integration
Streamline field service management. Create jobs for your field workforce right from Freshdesk.
Enhancements in Threads
Expand the threads panel for better content visibility with secondary display mode
Freddy AI beta now for Pro and Enterprise
Freddy AI Copilot and Freddy AI Insights features are exclusively available to Pro and Enterprise customers.
Product Updates 2022
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Advanced Ticket Filters for Customer Portal
Your customers can filter tickets based on the default and custom fields visible to them on your Portal.
Reach out to us with ease
Freshdesk Click on the ‘Help’ icon to access our product updates, Help Center, Refresh Community, or reach out to Freshdesk support from any page within your Freshdesk.
Custom metrics in Analytics
Create formulas that are unique to your business needs using any arithmetic operators on top of existing metrics
Export Canned Responses
Export and view all canned responses, audit and update them as required.
Product Updates 2021
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Mobile Analytics
Get the power of Analytics web experience in your mobile apps. Android: app v 7.3 & above, iOS: app v 7.3 & above
Freshdesk Analytics
Get insights faster with a comprehensive set of curated reports to make data-driven business decisions.
Shared phone channel
Access a common phone channel between your Omnichannel and Freshsales applications to seamlessly manage phone channel operations.
Freshdesk - Freshservice
Customer support teams on Freshdesk can raise incidents and service requests to internal teams on Freshservice to collaborate and resolve tickets faster.
Product Updates 2020
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Agent Shifts
Handle agent shifts easily and delight customers no matter when they contact you
Out of Office scheduler
You can ensure tickets are not assigned to agents on leave. Customer responses are re-routed to available agents.
Omnichannel Team Dashboards
Create custom dashboards for specific channels and get instant context about your team's performance
Activity API and more
Receive queries from new sources, and add custom activites to the customer timeline
Product Updates 2019
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Time Logs via iOS and Android apps
Log time spent on supporting customers via Freshdesk iOS and Android apps.
Article Versioning
Create multiple versions of an article, track how your content has evolved and restore the best version at any time.
Export article data
Export all the properties and metadata for the required list of articles to get more insights
Attachments in Social Replies
You can now send documents, images, and gifs as attachments in your social media replies.
Product Updates 2018
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Proactive Outreach
Integrate Freshdesk with Shopify, and reach out to customers proactively when they abandon carts.
Sandbox
Sandbox creates a secure test environment for helpdesk admins to try new features and settings in Freshdesk…
Audit Log
Monitor changes easily and stay informed about the actions occurring in your support desk with Audit Log.
Session Replay by Freshmarketer
Watch a video playback of your customers’ activity on your portal to understand their problems better.
Product Updates 2017
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Customer Journey
The next time you have a customer raising a ticket from your portal, you’ll see a trail of the last five solutions…
Language Support in Freshdesk
Freshdesk Mint Experience is now available in 11 languages apart from English - French, Dutch, German…
280 characters on Twitter
Freshdesk officially supports 280 characters for social support on Twitter.
Customized Table View
You can now add any of the custom fields in tickets as columns in the table view.
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