Subject: January 2021 updates: Reply editor updates, Freshcaller enhancements, and Agent Shifts
From: "Freshdesk" <[email-masked]>
To: [email-masked]
Date: Sat, 30 Jan 2021 10:29:56 +0000 (UTC)

How are you doing today? January 29, 2021 Hello! A warm welcome to the first edition of the Freshdesk newsletter of 2021 :) We looked back at the year that was and wanted to thank you. So, we came up with this short video along with the Freshworks Neo Platform team. We have kick-started this year with lots of new exciting features. Now, here are this month’s new releases, and some product highlights. What's new? Ticket reply editor enhancements We have introduced some rich text font options to the reply editor under the ticket details page. You will be able to set the default font family and size for your portal under Admin>Helpdesk. The agents can also choose to change the font according to their preference by clicking on the icon ‘A’ while replying to a ticket. Learn more Freshdesk<>Freshcaller Contact Sync Freshcaller now correctly identifies the right contact even if the phone number includes special characters. Also, associating a phone call to a different contact is now easier. You can have multiple POCs from the same company and they can all use a common work number to get in touch with you. You can re-associate the phone call, and the corresponding ticket, to the respective contact on Freshdesk. Learn more Independent service tasks in Freshdesk Field Service Management Agents or field technicians can independently create service tasks that are not associated with a parent ticket. This Service task behaves as a ticket but with the added functionality attached to field service use cases like appointment scheduling, customer signature, etc. Learn more Agent shifts Deliver a great customer experience, round the clock by handling agent shifts easily and delight customers no matter when they contact you. You can automate ticket assignments, monitor performance in real-time, and view agent availability at a glance. Learn more Freddy- Bot builders assemble Have you checked out the new updates to the bot builder? With the experience gained in conversational CX, we went back to the drawing board to incorporate your feedback. This has led us to come up with a unified solution capable of catering to all use-cases across business types and segments. Learn more Our customer in the spotlight this month “When COVID hit businesses, we immediately started looking for tools and mechanisms for automating the process of requesting delayed payment for corporate customers of Posti. We chose to work with Freshworks because not only they were able to work with our tight timelines but also meet our expectations of the total cost of ownership, proof of concept, and turnaround time”, says Jari Viljasaari, Business Manager of Digital Solutions, Posti Click here to read their story What everyone has been reading Customer Service in 2021: Everything You Need To Know With the right approach, training, and support, your customer service agents can make even the most challenging customer interaction a positive experience. In this article, you will read the essentials of customer service, why it matters, and how you can empower your team to deliver the kind of customer experience your customers will rave about in 2021. Read Now 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