What’s new with
Freshdesk Omni

Improved content assistance

Consistent formatting for edits and new summary formats highlighting issues, actions, and outcomes.

Dynamic signature app

Automatically apply tailored signatures on new email pages in Freshdesk.

New Jira app for Freshdesk

Upgrade to the latest Jira APIs with the new marketplace app.

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

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

View licenses, usage frequency, and active agents in Admin Settings.

Enhanced content assistance

Agent input formatting stays intact with rephrase, tone enhancer, and expand for smoother updates.

Improved email threading

When setting up the 'Send email to requester' automation rule, you can choose whether the rule sends a new email or adds a response to an existing thread.

New status for undelivered tickets

When a ticket delivery fails, you will see a new undelivered status on Freshdesk that will be updated upon delivery.

Email inbox improvements

The email inbox experience is being improved, agents can:
1. View the ticket count for each favourite view.
2. View tickets in the Inbox view in addition to the existing Card and Table views.

Add multiple 'To' addresses

Add multiple recipients in the 'To Email' field.

Drag and drop in the bot builder

Move dialog boxes within a flow, adjust the order of flows, and rearrange buttons and dropdown options.

Conversations tab update

Users can now view all chat conversations and filter by status and chat

Google Mail server Integration

Integrate Google Mail server for seamless support, auto conversation conversion, and secure access.

Freddy AI Agents for CX (Beta)

Unlock the future of customer engagement with Freddy AI Agent! Supercharge your support with AI-driven conversations and lightning-fast responses, ensuring every interaction is a memorable one!

Zoom Phone

Enable customers to use Zoom Phone to automatically create conversations and tickets.

BigCommerce integration

Connect your BigCommerce store with Freshworks to provide real-time, personalized support.

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 in Freshdesk

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.

Clone the NLP module (Freddy AI Agent)

Clone Q&As, Intents, and FAQs into a new bot making it easier to build new bots efficiently and without the risk of errors in Freddy AI Agent.

Enhanced conversation activities

Users can now check a comprehensive set of conversation activities (created, resolved, reopened and CSAT) from Contact 360 and Account 360 Activities.

Set up custom mail servers

Configure Google, Microsoft, or custom mail servers in Freshchat to send, receive, and manage emails.

Dynamically capture information

Admins can create dynamic sections within conversation properties.

JWT for the web widget

Offer personalized support to customers while ensuring visitors also get help by using JWT for authentication.

Customizable sentiment scores

Customize the sentiment score for positive, negative and neutral conversations on a scale of 0-100.

Portal settings revamp

Admins can access both the 'Customize' and 'Edit' menus from the same interface, streamlining their workflow and eliminating the need for separate navigation.

Bot builder enhancement

Sort through bots, search conversions within versions, and ensure conversations are not impacted by private dialogs. (Freddy AI Agent)

Retrain page enhancements

Retrain bots easily with options to search, filter, and find useful, helpful, and unhelpful bot interactions. (Freddy AI Agent)

Automations for collaborators

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

Customize wait queue behavior

Admins can now prioritize calls in the wait queue by received or enqueued time and manage queues individually or collectively.

JSON object array outputs

Process the entire API response body with custom functions in chabots.

Canned responses custom properties

Enhance your canned responses by inserting custom properties.

Social responses on Instagram

Respond to public comments via Freshchat.

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 the Suite. Streamline workforce management with the Playvox app for Freshdesk.  

Freddy usage report (Freddy AI Copilot)

The Freddy AI Copilot report empowers admins with insights on agent adoption and feature utilization.

Live translation (Freddy AI Copilot)

With Live translation, agent responses are instantly translated into the customer's preferred language.

Proactive quality coach (Freddy AI Copilot)

With Proactive quality coach, agents can now verify the relevance of their responses in relation to the conversation. 

Bulk actions enhancements

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

Learn from KB (Freddy AI Agent)

Elevate your chatbot's intelligence with your knowledge base upon bot creation.

Narrow down FAQs (Freddy AI Agent)

Specify where your bots should search for answers for personalized responses.

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.

Enhancements to the CSAT survey

Add questions at any point in the CSAT flow using the survey builder.

Connector Apps for Freshchat

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

Phone channels page update

Find 3 new telephony integrations on the phone channels page.

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

Unified profile page

The unified profile page allows agents to manage their profile preferences from a single location.

Caller widget

You can view conversations or create tickets from a phone call from the Caller widget.

Inbox actions

Agents can now assign unassigned conversations to themselves from the Team Inbox.

Freshchat-Playvox integration

Boost agent productivity and streamline your everyday support operations.

Integrate RingCentral with Freshchat

Manage your RingCentral telephony account from Freshchat.

Sales add-on to the Suite

A unified solution with complete customer context for support & sales agents.

Enhanced Admin settings

An improved, intuitive, and streamlined experience for effortless management.

Empower support teams with Freddy AI Copilot

The Freddy AI Copilot add-on is now available for purchase

Custom functions in the bot builder

Declare, define, and call custom functions from within the bot builder

Freddy powered RegEx creation for bots

Generate RegEx expressions to set up input fields using simple text prompts.

Contact 360 enhancements

New experience for contact 360 so agents easily get the details they need.

Added inbox table view capabilities

Agents can now assign groups, other agents, and statuses in bulk to conversations from the inbox table view.

Support for more channels

Now the mobile app comes with improved channel coverage for email, SMS, and WhatsApp to support all conversations and proper rendering of hyperlinks, emojis, and GIFs.

Email enhancements for Freshchat

Improved email card layout and support for agent reply templates

Engage over TikTok Shop

Integrate TikTok Shop with Freshchat through a custom app.

Channels interface enhancements

Smoother settings configuration for SMS, LINE, GBM, and Mobile SDK.

New input types for Facebook bots

Add buttons, carousels, articles, and rich text to your FB chatbots.

Parallel conversations in Freshchat

Customers can have multiple active conversations on the same topic

Advanced CSAT enhancements

Larger template selectors, more accessible configuration, and support for 30 questions per survey.

Importing bot templates

Import templates into existing bots and easily incorporate new flows

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

Bot template for Klevu

New bot template so your customers can browse your product inventory from any channel.

Email enhancements

Smoother agent experience when managing emails from customers.

Channels interface enhancements

Configure settings for each support email ID with ease.

Proactive experience

Proactively contact customers to address issues and share recommendations.

Freddy AI beta now for Pro and Enterprise

Freddy AI Copilot and Freddy AI Insights features are exclusively available to Pro and Enterprise customers.

Enhancements in Threads

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

Conversations properties

Add conversational properties as triggers, conditions, and actions in advanced automations.

Import APIs in the bot builder

Use cURL commands and Postman collections to import APIs into your bots.

Inactivity timer is now on by default

Close pending conversations after a predefined time interval.

WhatsApp catalog support

Showcase and sell products to your customers on WhatsApp.

Channels UI enhancements

Configure settings for each WhatsApp number and Instagram page with ease.

Enhancements in Threads

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.

Unified Dashboard

Get real-time analytics of support service across Freshdesk, Freshchat, and Freshcaller.

Unified Analytics

Get diverse business data from multiple products into a centralized and accessible platform.

Post resolution quality coach

Review post-resolution conversations for valuable improvement insights.

Channel switcher

Reply to customers in the channel of your choice.

Custom objects

Bring customer information to your inbox from your internal apps.

Your bots now speak more languages

Support more customers in their own language.

Easily access preview logs

Easily switch and view the bot activity logs while previewing a bot.

Chatbot conversation mode

When customers reach out, your bot can now respond with flows or answers.