What’s new in Freshdesk 

Curated automation templates

Find curated automation templates based on use cases.

Email inbox improvements

The email inbox experience is being improved:
1. List of all ticket views will remain sticky by default.
2. Filters will be collapsed by default.

Time triggers is now hourly triggers

Boost admin usability for clearer action configuration.

Customize reports with analytics

Sort report columns, create custom metrics across modules, and export or download reports in XLS format, and much more.

New curated reports

Access advanced report filters and segmenting, pre-built widgets to consolidate ticketing data, agent performance, customer analysis, and other key metrics.

Simplified support email setup

Set up your support email easily with guided steps for Outlook, Google, custom servers, or Freshdesk.

Role-based access to dashboards

Grant users access to team-level dashboards alongside individual analytics, empowering teams to view organization-wide ticket data and insights.

Curated sentiment report

Admins can access a report showing how many tickets started or ended with different sentiments, and analyze sentiments at the agent level.

Live Translation enhancement

Auto-translate offline responses during away mode, now supports 18 languages.

Automated Agent Handoff

Chatbots (Freddy AI Agent) will transfer conversations to an agent or group, or trigger a flow to collect more info.

Auto-detect customer language

Chatbots (Freddy AI Agent) will detect changes in the customer language and switch to the new language.

Custom property based reporting

Generate reports based on custom properties to gain deeper insights into chatbot (Freddy AI Agent) interactions and user data.

Automations for collaborators

Automation rules can be applied for actions performed by collaborators such as replying to tickets.

Sentiment enhancements

Enable agents to effectively prioritize ticket volumes by setting sentiment thresholds.

Customizable sidebars

Flexibility to rearrange user properties in the sidebar to view customer information.

Discover the latest apps

Leverage the PowerBI Connector app to create and use advanced statistical metrics within Freshdesk. Streamline workforce management with the Playvox app for Freshdesk.  

Freddy usage report (Freddy AI Copilot)

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

Bulk actions enhancements

Make bulk updates to all custom fields and ticket search results. 

What's new with integrations

Easily sync data like contacts, accounts, and more between any external apps and Freshworks products. Check out the latest Live apps here!

Exclude tickets from list view easily

A new filter to exclude specific tickets from ticket view.

All-new Analytics Homepage

Access your favourite reports, widgets and metrics effortlessly.

Multi-schedule Reports

Schedule reports at different frequencies, without the need to clone them.

Custom metrics shortcuts in Analytics

Create custom metrics effortlessly from within the respective reports.

Enhanced email bot (Freddy AI Copilot)

Customers can share feedback about Freddy's email responses to close / handover the conversation to an agent.

Exclude tickets from list view easily

A new filter to exclude specific tickets from ticket view.

Connector Apps for Freshdesk

Filter and select data to sync, control dataflow direction, and enjoy complete flexibility in syncing seamlessly with Freshdesk or Freshchat.

Advanced CSAT (available on-demand)

Set up elaborate forms, define point scales, and more with the upgraded CSAT module.

Empower support teams with Freddy AI Copilot

Unlock agent productivity, elevate response quality, and streamline admin responsibilities with the gen AI powered Freddy AI Copilot add-on

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.

Freshcaller

Wait and Call queue enhancements

Improved call allocation with the enhanced call allocation strategy for wait queues.

Enhancements in Thread

Expand the threads panel for better content visibility with secondary display mode.

Advanced CSAT

Set up elaborate forms, define point scales, and more with the upgraded CSAT module.

Custom agent statuses

Learn how agents spend their time when they’re unavailable to assist new customers.

Generative AI-based enhancements

Freddy AI enhances emails contextually, expand messages with prompts, adapts to localized languages.

Freshcaller

Call lifecycle events

Get more information on events when an agent ignores a call.

Freshdesk

Deactivate agents

Deactivate agents leaving the system by retaining all of their contributions.

Freshdesk

Enhancements in threads

Sort threads, expand editor, edit subject lines & signatures on forward threads.

Freshdesk

Email channel improvements

Enhance the setup of the custom mailbox with these improvements to the email channel.

Freshdesk

Quoted text use-case for agent replies

Agents can now send up to 1MB quoted replies.

Freshdesk

API for reporting on AHT

Receive exports of individual timers for events to connect to your BI tools for AHT.

Freshcaller

Power dialer

Call a selected list of phone numbers or saved contacts one after another.

Harvest App - Auth update

Harvest users on the basic auth can move to 2FA to continue using the app.

Date-time format auto conversion

Customize the date and time format for every agent under agent portal settings.

HTML code editor

Customize the outgoing email templates with HTML & CSS code.

Freshdesk

Freddy AI in Freshdesk

Enable agents to be more productive with generative AI.

Freshdesk

Threads in Freshdesk

Have focused discussions on tickets without polluting the main conversation.

Freshdesk

Track outbound email failures

Proactively track any outbound email failures for your Freshdesk account via in-app and email notifications.

Freshdesk

Simplified data export

Export account data and access it anytime, from a centralized window.

Freshdesk

Ticket filters, in Freshdesk App

Use default filters or custom drop-down fields to search for tickets.

Freshcaller

Live dashboard enhancements

View agent count by status along with agent details, such as name and time spent.

Freshdesk

Language support for Custom Objects

Upload translated labels for your custom object names and field labels in Freshdesk.

Freshdesk

Custom agent status

Learn how agents spend their time when they’re unavailable to assist new customers.

Freshdesk

Sorting canned responses

Sort canned responses by necessity within folders for ease of analysis.

Freshdesk

Cookie policy update

Let customers see the cookies collected on the portal to be GDPR compliant.

Freshcaller

Network error warning

Get a warning message whenever the call quality is poor.

Freshcaller

Concurrent call management

Limit the number of incoming calls an agent can receive at a time.

Freshdesk

Email threading enhancement

Configure ticket threading identifiers to avoid the wrong ticket getting appended to an existing ticket.

Freshdesk

Freshdesk-Freshservice custom field sync

Sync custom ticket fields with default and other custom ticket fields.

Freshdesk

Automated emails as notes

All emails sent to customers via automation rules will appear as notes on the ticket.

Freshdesk

Track failed email deliveries

Get enhanced visibility over failed email deliveries with a default filter view.

Freshdesk

Configuring custom mail server

Have a guided experience while configuring the custom mail server with help of assists.

Freshdesk

Canned responses enhancements

Perform bulk actions, define metrics, & derive insights into its usage.

Freshdesk

Skill-based routing by Omniroute

Manage agent load and set the assignment preference for tickets.

Freshdesk

Freshdesk Telephony Partner Extension with RingCentral

Integrate your RingCentral account with Freshdesk and extend your omnichannel capabilities.

Freshdesk

Secure ticket attachments

Restrict specific file types while sending and receiving ticket responses.

Freshdesk

Forward calls to an external number

Add external number to a call queue & transfer calls to them.

Freshdesk

Advanced Ticket Filters for Customer Portal

Your customers can filter tickets based on the default and custom fields visible to them on your Portal.

Freshdesk

Custom metrics in Analytics

Create formulas that are unique to your business needs using any arithmetic operators on top of existing metrics

Freshdesk

Export Canned Responses

Export and view all canned responses, audit and update them as required.

Freshdesk

Microsoft Teams app update

Connect your Freshdesk and Microsoft Teams accounts and bring dispersed teams together.

Freshdesk

Advanced date filters

Give your team the option to filter and view tickets based on date fields like Resolved date and Closed date.

Freshdesk

Report sharing for Groups in Freshdesk Analytics

Agents & admins managing reports can share them with different Agent Groups with multiple access levels

Freshcaller

Remove country restrictions

Avoid repeated documentation work and make calls instantly to restricted countries.

Freshdesk

Dynamic sections for default fields

Enable agents to only view the required fields in ticket forms based on the customer's input.

Freshdesk

Custom Objects on the portal

Extend the functionality of custom objects to your support portal.

Freshsuccess

NPS email survey enhancement

Use Account360 segmentation to highlight an event in the customer lifecycle & send NPS to a targeted set of customers.

Freshcaller

Remove country restrictions

Avoid repeated documentation work and make calls instantly to restricted countries.

Freshdesk

Dynamic sections for default fields

Enable agents to only view the required fields in ticket forms based on the customer's input.

Freshdesk

All-new Report Builder in Analytics

Easier and frictionless way to build reports with fewer clicks and transitions.

Freshsuccess

Slack integration

Create & manage Slack threads within Freshsuccess to collaborate and delight customers.

Freshdesk

Automation in Custom Objects

Set up automation rules with Custom Objects to perform ticket actions, update CO records, and more.

Freshdesk

Aircall - Freshdesk Telephony Partner Extension

Manage your Aircall account from your Freshdesk dashboard.

Freshcaller

Queue Transfer

Effortlessly forward your ongoing call to a queue or an IVR.

Freshdesk

Auto-triage enhancements

Use auto-triage, powered by Freddy AI, to get smart suggestions on ticket field properties.

Freshcaller

Call lifecycle events

Get more visibility into each call with our additional call lifecycle events.

Freshcaller

Parallel Calling

Pause your current call, start a parallel conversation, and switch between the calls any number of times.

Freshdesk Omnichannel

Unified Customer Record

Unify customer data across Freshdesk, Contact Center, & Freshchat, and provide meaningful, personalized support.

Freshdesk

Custom Objects

Bring in business-critical information right inside Freshdesk and resolve issues faster and contextually.

Freshdesk

Multiple ticket forms

Create multiple forms using a native form builder with a simple drag and drop experience.

Freshdesk

Freshdesk Telephony Partner Extension

Bring your preferred telephony provider into Freshdesk effortlessly. Available now for Five9.

Freshcaller

Workforce Management with injixo

Forecast, schedule, monitor performance in real-time, and effectively manage your call center workforce.

Freshdesk

Flexible Hierarchy

Categorize articles with five folder levels and scale your knowledge base for smoother navigation and accessibility.

Freshdesk

Average Handling Time

Automate time tracking and effectively monitor your team’s performance with AHT. 

Freshdesk

Portals

Effortlessly create and manage multiple unique portals to deliver a tailor-made self-service experience

Freshcaller

Live dashboard access for agents

Give your agents access to live dashboards so they can attend to calls based on priority.

Freshcaller

PCI Pal app integration

Compliant with the PCI-DSS, the PCI Pal app ensures that your business transactions are safe and secure. 

Freshdesk

Connect Freshdesk-Freshsales

With a new Freshsales agent role, let your sales agents easily communicate with their contacts, create or update tickets, directly within Freshdesk.

Freshdesk

Atlassian JIRA Plus App

Equip your JIRA team with complete context of issues without having them switching between tabs as they can access inline images.

Freshdesk

Workforce Management

Manage your workforce smartly, and strike the right balance between your team and customers with injixo.

Freshdesk

Freshdesk - GoodData

Leverage Freshdesk’s enterprise-grade analytics capabilities along with GoodData’s seamless analytics solutions to empower your business.

Freshdesk

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

Freshdesk Analytics

Get insights faster with a comprehensive set of curated reports to make data-driven business decisions.

Freshcaller

Shared phone channel

Access a common phone channel between your Omnichannel and Freshsales applications to seamlessly manage phone channel operations.

Freshdesk

Freshdesk - Freshservice

Customer support teams on Freshdesk can raise incidents and service requests to internal teams on Freshservice to collaborate and resolve tickets faster.

Freshcaller

Post-call Transcription with search

Easily search for keywords/phrases in call transcripts and retrieve the details you are looking for in minutes.

Freshdesk

Automatic SSL Certification

Automatically get approval and publish the Freshworks SSL certification for your custom domain.

Freshdesk

Secure Gmail Authentication 

Sign in using Gmail OAuth since it is an easier, faster, and more secure way. Prevent suspicious login attempts and enforce G-Suite admin-defined login policies.

Freshcaller

Routing Automation Public App

Route inbound calls or transfer to the right agent/group/call flow automatically based on Freshdesk ticket fields/ticket details.

Freshcaller

Live Dashboard Enhancements

Now, supervisors can easily manage and prioritize customers waiting in the queue directly from the Live Dashboard.

Freshdesk

Collaborators

Collaborate with any agent, third-party, or colleague, across distributed teams to resolve complex issues. 

Freshdesk

Personalized admin console

With the newly refreshed admin page, navigate to essential features with ease and get AI-driven usage insights at a glance.

Freshcaller

Zapier Integration

With Zapier, you can make your own Zaps to connect Freshcaller with the other apps you use.

Freshcaller

Power Dialer

Eliminate the need to copy-paste phone numbers & save your agents' time by auto-dialing customer phone numbers in sequential order with Power Dialer.

Freshcaller

Call lifecycle

Capture each event that occurs during a call, like missed calls, wait queue time, call transfers, etc., and view the complete journey of a call.

Freshcaller

Contacts in Freshcaller Mobile App

You can now create, edit, and view contacts from your Freshcaller mobile app anywhere at any time.

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 

Freshcaller

New and improved Mobile App

The Android 2.0 mobile app has gotten an upgrade with an enhanced UI, updated screens, and additional on-call and post-call controls.

Freshcaller

Call Tagging

Categorize and label each inbound/outbound call and get a quick summary of the call at just a glance.

Knowledge base analytics

Monitor your knowledge base performance and uncover key insights to optimize your content creation process

Omnichannel Dashboards

Monitor chat, phone, and ticket performance in real-time with one unified dashboard

Freshcaller

Save Live Dashboard Views

Filter and save your live dashboard views for easy and quick access.

Article templates

Standardize your knowledge base by creating templates for your articles and save time on creating content.

Audit log

Track the who, what and when of each change made to your knowledge base.

Freshcaller

Free Incoming Call Minutes

Get free incoming call minutes monthly as part of each plan. Once you exhaust the free minutes given in a month, you will be charged a flat rate of USD 0.013/minute.

Freshcaller

Routing Automation

Automatically route callers based on real-time data stored in your business CRM or helpdesk systems.

FSM offline availability

Update your Freshdesk iOS and Android apps to make use of our new offline capabilities.

Automations in FSM

Simplify support workflows and make your support team more efficient with automations for FSM.

Dynamic Queue Prioritization

Prioritize incoming tickets based on different criteria in Omniroute™.

Freddy AI for Customers

Improve self-service on all channels for customers and lead them to resolutions, with Freddy AI.

Freddy AI for Agents

Remove the busy-work from your agents' daily lives and unlock a world of productivity with Freddy AI. 

Freshcaller

HIPAA Compliance

If you are categorized as either a Covered Entity or a Business Associate, we may extend support to your compliance with HIPAA by mutually executing a Business Associate Agreement (BAA).

Identifying Twitter Influencers 

Capture your customer's follower count and if they have a blue verified tag.

Facebook dark posts support

Automatically convert Facebook ad comments into tickets.

Customer segments

Personalize the knowledge base further by making relevant content visible to specific customer segments

Advanced content formatting

Improve your article readability with the table of content, callout cards, image annotations, and more.

Archive ticket fields 

Temporarily remove ticket fields without deleting them from your Freshdesk account and restore them later. 

Three-level data drill down

Identify gaps faster by narrowing down on red flags up to three levels.

Freshcaller

Data Scoping

Control the range of data your supervisors can see in your account with data scoping.

Interlinking articles

Search for articles that can be linked to the content you are working on, without leaving the knowledge base text editor

Customer journey

Agents can see the last five articles a customer viewed before they submitted a ticket.

Readability improvements

Customers can preview images in a larger area and open solution articles in the portal from the help widget.

Text widget and widget styling

Customize widgets the way you want and add more context with text.

Build your own chart widgets

Create widgets specific to your use case without having to tweak the existing templates.

Contextual solution articles

Show specific solution articles on the help widget based on the web page (URL) that your customers are on.

Freshcaller

Voicebot

The Freshcaller's voice bot, powered by Freddy, instantly provides solutions to customers' frequently asked questions.

Freshcaller

Speech-enabled IVR

Get a personalized call experience with speech-enabled IVR that uses speech recognition to understand the caller's voice input instead of a manual IVR keypress

Update Ticket Fields via APIs

Create, read, update, and delete custom ticket fields in Freshdesk via APIs.

SLAs for every response

Ensure that customers get a quick response, every single time.

Disable ticket fields

Disable any field in the help widget's contact form using the disable fields API.

Approval workflow

Handle your content review process right within the knowledge base and stay in the loop from end to end.

Freshcaller

Post call IVR CSAT Survey

The IVR customer satisfaction survey (CSAT) allows you to capture feedback for all incoming calls from end-users via an IVR call flow.

Customer Signatures in FSM

Get customers to sign off on completed tasks via the Freshdesk mobile app. 

Omnichannel Customer timeline

Keep track of your customer's past interactions in a single place. 

Showing restricted help content

Restrict the contact form and solution articles to certain customers (for e.g., premium users).

Display specific solution articles

Open a specific solution article in the widget when your customers click on a link that you specify.

Freshcaller

Agent Extensions

Directly reach specific agents using a 4 digit extension. Additionally, agents can edit/enable/disable their extension number.

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.

Multilingual Customer Satisfaction Surveys

Start connecting and collecting feedback from customers across the globe in a language they speak. 

Search Enhancements 

The new search enhancements lets users locate solutions, tickets, contacts, and forums in a more efficient way.

Ticket Field Editor

Agents can now format the content in the text editor to the company's default font in a single click. 

Introducing Answer Bot

Deliver precise answers to your customers' questions, trigger conversational bot flows, and engage in small talk.

One-click screenshots

Make it easy for your customers to attach screenshots when they submit questions via the help widget

Knowledge Base Reimagined

Perform bulk actions, filter articles and manage content for multiple products and languages more efficiently.

New and Simplified Email Setup

Set up your email inboxes in no time, with the redesigned email setup page.

iOS widget - October

You can pin the iOS widget to your Today view and keep track of the count of your actionable tickets. 

Field Service Management

Plan your field technicians' schedules, pass on customer information to them and live-track progress as they solve problems on-site.

Hide Ticket Fields

Hide ticket fields in the help widget's contact form using the hide ticket fields API.

Automations

Save both time and effort by automating mundane and repetitive tasks in your helpdesk.

Omniroute™

Balance agent workload from across multiple channels all in one place.

Multilingual Ticket Forms

Admins can setup translations for ticket fields based on the various languages configured in the helpdesk.

Analytics

Monitor your team’s performance along with the metrics most relevant to you.

Field Service Management

Create service tasks for field technicians to track and solve problems in person. Deliver solutions in the field, wherever your customers are. 

WhatsApp Integration

Convert your one-on-one conversations including images or GIFs on WhatsApp into tickets and handle them from your Freshdesk with ease.

Undo Send

Clicked on ‘Send’ even before the email was ready? Use the ‘Undo Send’ button to stop accidental replies!

Sorting ticket conversations

Sort the order in which you'd like to see conversations within your ticket details page.

Help Widget

Embed help content and allow customers to submit questions right within your website.

Canned Forms

Customize and use these readily accessible form templates to resolve major service requests faster.

Customer Segments

Provide personalized support in your helpdesk by classifying users based on their support needs.

Freshdesk Mobile App

Access the full power of a helpdesk from anywhere you go with Freshdesk Mobile apps.

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.

Shopify App

Get complete context, issue refunds and cancel orders right from inside Freshdesk.

Agent portal branding

Customize your Freshdesk agent portal to reflect your company’s branding.

Team Dashboards

Monitor your teams easily and take data-driven decisions to hit your support targets with customizable Team…

Freshdesk Freshchat integration

Customers can now connect their Freshchat account with Freshdesk and answer chats from right within their…

Microsoft Teams Integration

Receive instant notifications on Teams whenever there’s an update on the tickets assigned to you in Freshdesk.

Language support on Freshdesk Mint

We now support Polish, Spanish, Finnish and Norwegian in the Freshdesk Mint Experience.

Google Drive integration for Mint

Agents can easily share files from their Google Drive accounts while responding to customers.

Dropbox integration for Mint

Access your Dropbox files right from a ticket and share it with your customers.

Social signals

An AI entity that automatically finds tweets relevant to your support team and cancels out the noise.

The Summary App

The Summary app adds a section on top of the ticket which teams can use to write down a summary of problems…

Google Hangouts Chat Integration

With the Hangouts chat integration, you can get notified when customers respond or when tickets are updated…

To do Reminders

Add reminders for the to-do’s that you’ve set in Freshdesk. When your customers ask you to call them or reach out…

Quick actions in ticket replies

With quick actions, you can type https://www.freshworks.com/freshdesk/c/ or https://www.freshworks.com/freshdesk/s/ to quickly search for a canned response or a solution article when you’re…

Increased Attachment Limits

We've increased attachment limits in Email, Solutions, and Forums for Freshdesk to 20 MB per conversation for…

Image Annotations

When you insert an image or upload an attachment, you’ll have the option of annotating the image with text to…

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…

Customized Table View

You can now add any of the custom fields in tickets as columns in the table view.

Insights

A handy dashboard pane for an admin or supervisor to monitor their helpdesk operations and step in when…

Features Launched before August

Our features prior to August are available on this link.