Subject: Freshworks newsletter: Updates for December 2021
From: Freshdesk <[email-masked]>
To: Mohammad Musaed <[email-masked]>
Date: Thu, 09 Dec 2021 15:41:37 +0000 (UTC)

How are you doing today? December, 2021 Hello! Welcome to the December 2021 edition of the Freshworks newsletter. We at Freshworks have had a fantastic, productive and a path-breaking year. As we gear up for the holiday season, we have a bunch of new features that were released, and some exciting upcoming features. We wish you a very Merry Christmas, and we hope you enjoy reading this edition! Product updates Out-of-the-box Freshdesk and Freshservice integration With this native integration, your customer support teams on Freshdesk can raise incidents and service requests to internal teams on Freshservice. With a complete view of customer conversations and automated workflows, your internal teams can collaborate faster with your support team to help resolve issues without having to switch between tools. Read more Introducing all new enterprise-grade Freshdesk Analytics Get insights faster with a comprehensive set of curated reports that help you understand ticket volume trends, customer satisfaction, and much more to take data driven business decisions. Shortly, we are bringing highcharts, interactive filters to build and modify reports with ease. You will be able to analyze reports on the go with tablet and mobile support. You can extend Freshdesk’s Analytics capabilities with the upcoming GoodData integration. Read more Freddy Answers are now multilingual Let your bots speak to your customers in the language they understand best. With this release, you can set up questions and their variations to map them to an answer or a chatbot flow in over 40 languages! Read more Multipart form data APIs in Freshdesk Messaging bot builder With Multipart Form Data format support in the API library, your bot can collect and pass file attachments and other information from end-users to any third-party application. By pushing attachments, your bot will be able to add more clarity to the question they have raised or the issue they are facing. Read more Export bot reports with ease and accuracy With Freddy Self-Service, you can now get insights into your bot’s performance with readily available bot exports. Choose between Scheduled and One-time exports, delete existing schedules, and you will soon be able to include up to five email IDs to send reports to. Read more Shared phone channel between Omnichannel and Freshsales Suite Powered by the Freshdesk Contact Center (FDCC), a common phone channel between your Omnichannel and Freshsales web application is available now. Seamlessly manage the phone channel operations without having to juggle between multiple accounts. Read more   Upcoming product updates Analytics Collaborators for faster resolutions With the Analytics Collaborator role, support managers can democratize support by engaging key executives. With visibility on the quality of customer support and the collaborators' performance, managers can have data-driven conversations with various leaders to improve customer experience. New permissions to manage Agent Shifts and OOO effectively Admins can now choose who can manage Agent shifts and Out of Office settings. These are now available as separate permissions for agent roles. For existing roles, these permissions will be enabled by default and if you are setting up a new role, you have to enable the permissions as required. UI/UX Improvements in Freshdesk ‘All Tickets’ page You will be able to sort tickets in Freshdesk based on First Response, Last Response, and more. Available on Request. Also, supervisors will be able to search for an agent by name instead of scrolling manually when bulk assigning tickets. Extend native database with Custom Objects app This app lets you create your own objects and you can decide how it interacts with the standard and other custom objects you create within Freshdesk. You can define your own database schema for your helpdesk. Improvements to the Automations module We are making design improvements to the Automations UX to make it more nuanced and improve the overall user experience. And agents/supervisors will be able to view the email content on the ticket thread for all Automations rules that perform a send email action. This improves visibility of all communications sent to an end-user to someone reading through ticket updates. PCIPal app for secure payments The PCIpal Payments app allows your customers to make PCI compliant secure payments during an ongoing call in Freshdesk Contact Center. The app lets your customers enter their confidential payment information via an IVR while hiding the details from the agent on call. By using the PCIPal app, you can improve safety and enhance data protection. OTP Authentication to make bot transactions more secure Make bot actions more secure with an additional layer of security - OTP authentication. You can configure bots so that customers can get an OTP to their email address or phone number while performing sensitive transactions. Keep track of your bot sessions with Session Analytics Keep a track of bot session consumption using Session Analytics. Understand patterns on consumption volumes across channels and bots. It will also provide a session to conversation mapping - to check which conversations are a part of a particular session. Improvements to Conversation settings for Bots Users will have the option to choose if they want to hide all closed conversations. Users will be able to create fallback options for what happens when a Conversation has been idle for ‘x’ minutes. The actions include ‘Resolve Conversation’, ‘Transfer to agent’, and ‘Trigger a flow’. Bot interactive messages in WhatsApp With this update in Freshdesk Messaging, bot flows with structured content like multi-step surveys, carousels, etc., will be optimized automatically to deliver an interactive experience for end-users on WhatsApp. Carousel support and Custom Agent status Freshdesk Messaging widget and mobile SDK will support Carousels configured through the bot builder. The bot will present a carousel with the choices that you’ve listed to your customers. You can configure each item on the carousel and display rich media content to the customer. Answers and Small Talk in Freshdesk Messaging We are updating our AI systems to support 40+ languages, and to allow bulk upload and bulk update of question and answers. Small Talk refers to casual conversations that a bot can have with the end-users. The ability to engage end-users in casual conversations helps socialize your bot and improves recall rates. You can do small talk with Freddy chatbot in 42 languages.   Top read of the month Every product or service has been designed with the intention of fulfilling a particular need. Yet, why is it that only a few are an instant hit among the masses and the rest pass by unnoticed? How do you find out about your customer pain points? Once you determine them, how do you improve your customer experience? How to Identify and Overcome Customer Pain Points? Customer spotlight “Freshdesk gives us the confidence to be able to grow. We don’t have to worry about managing increasing volumes of queries because the solution we have is scalable. Even during the busiest of times, our team is calm and everything is manageable.” Andy Pitts Head of Examinations and Responsible Officer, LAMDA Click here to read their story     Message sent by Freshworks Inc at 2950 S. Delaware Street, Suite 201,,San Mateo, California, United States of America. Unsubscribe from this list | Unsubscribe from all emails Powered by Freshworks