Product updates | Freshdesk by Freshworks

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<div class="nav-primary-wrapper" tabindex="-1"> <div class="nav-primary l-page"> <div class="nav-logo-wrapper"> <div class="product-logo-wrap"> <a href="https://www.freshworks.com/freshdesk/" class="product-logo-icon"> <img src="https://website-assets-fd.freshworks.com/attachments/ckrykid1b07w5fxg0mcihkydx-fdesk.svg" class="icon product-logo-dew" alt="Freshdesk"> <img src="https://website-assets-fd.freshworks.com/attachments/ckrykid1b07w5fxg0mcihkydx-fdesk.svg" class="icon sub-product-logo-dew" alt=""> Freshdesk </a> </div> <a href="#" class="nav-burger" title="Burger Navigation icon" role="button" aria-haspopup="true" aria-expanded="false"> <span class="nav-burger-icon"></span> </a> </div> <ul class="l-nav-list nav-main-menu" > <li class="nav-main-item caps-heading-12 " > <a class="nav-label" href="https://www.freshworks.com/freshdesk/features/" rel=" " >Features</a> </li> <li class="nav-main-item caps-heading-12 " > <a class="nav-label" href="https://www.freshworks.com/freshdesk/integrations/" rel=" " >Integrations</a> </li> <li class="nav-main-item caps-heading-12 " > <a class="nav-label" href="https://www.freshworks.com/freshdesk/new-features/" rel=" " >What's New</a> </li> <li class="nav-main-item card-nav has-sub-menu hide-in-desktop " > <a id="persona_product_menu_v2" role="button" aria-haspopup="true" aria-expanded="false" class="nav-label" href="#">Products</a> <i class="icon-arrow-down nav-sub-toggle" aria-hidden="true"></i> <div class="l-nav-list nav-sub-menu persona-product-wrapper persona-product-wrapper-v2"> <div class="nav-persona-product-row"> <div class="nav-persona-product-column"> <ul class="persona-column-inner"> <li class="nav-sub-item nav-logo-tagline"> <a rel=" " href="https://www.freshworks.com/freshdesk/" class="nav-sub-label" tabindex="-1"> <div class="persona-product-card"> <h2 class="nav-sub-item-text product-heading">Freshdesk</h2> <span class="desc">Delight customers and agents with effortless service and support</span> <span class="label">Freshdesk</span> </div> </a> </li> <li class="nav-sub-item nav-logo-tagline"> <a rel=" " href="https://www.freshworks.com/customer-service-suite/?source=fdesk&medium=referral&campaign=fdesk_product_nav" class="nav-sub-label" tabindex="-1"> <div class="persona-product-card"> <h2 class="nav-sub-item-text product-heading">Freshdesk Omni</h2> <span class="desc">The all-in-one solution, boosted with generative AI</span> <span class="label">Freshdesk Omni</span> </div> </a> </li> <li class="nav-sub-item nav-logo-tagline"> <a rel=" " href="https://www.freshworks.com/live-chat-software/?source=fdesk&medium=referral&campaign=fdesk_product_nav" class="nav-sub-label" tabindex="-1"> <div class="persona-product-card"> <h2 class="nav-sub-item-text product-heading">Freshchat</h2> <span class="desc">AI-powered bots and live chat and across every messaging channel</span> <span class="label">Freshchat</span> </div> </a> </li> </ul> </div> <div class="nav-persona-product-column"> <ul class="persona-column-inner"> <li class="nav-sub-item nav-logo-tagline"> <a rel=" " href="https://www.freshworks.com/freshservice/?source=fdesk&medium=referral&campaign=fdesk_product_nav" class="nav-sub-label" tabindex="-1"> <div class="persona-product-card"> <h2 class="nav-sub-item-text product-heading">Freshservice</h2> <span class="desc">Modern and intuitive IT and business team management</span> <span class="label">Freshservice</span> </div> </a> </li> <li class="nav-sub-item nav-logo-tagline"> <a rel=" " href="https://www.freshworks.com/crm/sales/?source=fdesk&medium=referral&campaign=fdesk_product_nav" class="nav-sub-label" tabindex="-1"> <div class="persona-product-card"> <h2 class="nav-sub-item-text product-heading">Freshsales</h2> <span class="desc">Boost sales and productivity with a unified CRM</span> <span class="label">Freshsales</span> </div> </a> </li> <li class="nav-sub-item nav-logo-tagline"> <a rel=" " href="https://www.freshworks.com/crm/marketing/?source=fdesk&medium=referral&campaign=fdesk_product_nav" class="nav-sub-label" tabindex="-1"> <div class="persona-product-card"> <h2 class="nav-sub-item-text product-heading">Freshmarketer</h2> <span class="desc">Multichannel marketing campaigns for e-commerce</span> <span class="label">Freshmarketer</span> </div> </a> </li> </ul> </div> </div> <div class="bottom-pane"> <a rel=" " href="https://www.freshworks.com/products/" tabindex="-1"> <div class="nav-sub-item nav-logo-tagline bottom-pane-link fworks-bg align-center"> <span class="forward--link forward--link--label"> View all products and solutions <span class="forward--link--icon" aria-hidden="true"></span> </span> </div> </a> </div> </div> </li> <li class="nav-main-item card-nav has-sub-menu hide-in-desktop " > <a id="platform_menu" role="button" aria-haspopup="true" aria-expanded="false" class="nav-label" href="#">Platform</a> <i class="icon-arrow-down nav-sub-toggle" aria-hidden="true"></i> <div class="l-hav-list has-platform-menu nav-sub-menu"> <div class="platform-card"> <div class="row"> <div class="col-md-4"> <div class="card-width"> <div class="nav-main-item-list"> <div class="platform-nav-main-item"> <img src="https://website-assets-fd.freshworks.com/attachments/cl3a059il02yvqtfn7fluk5xt-features-icon.svg" class="icon" alt=""> <h2 class="nav-main-item-title">Our platform</h2> </div> <ul class="nav-main-item-list"> <li class="nav-main-item-link"> <a rel=" " href="https://www.freshworks.com/platform/" class="sub-nav-link" tabindex="-1"> Overview </a> </li> <li class="nav-main-item-link"> <a rel=" " href="https://www.freshworks.com/platform/integrations/" class="sub-nav-link" tabindex="-1"> Integrations </a> </li> <li class="nav-main-item-link"> <a rel=" " href="https://www.freshworks.com/freddy-ai/" class="sub-nav-link" tabindex="-1"> AI capabilities </a> </li> <li class="nav-main-item-link"> <a rel=" " href="https://www.freshworks.com/freshservice/product-updates/" class="sub-nav-link" tabindex="-1"> Latest innovations </a> </li> </ul> </div> </div> </div> <div class="col-md-4"> <div class="card-width"> <div class="nav-main-item-list"> <div class="platform-nav-main-item"> <img src="https://website-assets-fd.freshworks.com/attachments/cl3a059jw02ywqtfnsgenb03t-know-more.full.png" class="icon" alt=""> <h2 class="nav-main-item-title">More</h2> </div> <ul class="nav-main-item-list"> <li class="nav-main-item-link"> <a rel=" " href="https://www.freshworks.com/apps/" class="sub-nav-link" tabindex="-1"> App marketplace </a> </li> <li class="nav-main-item-link"> <a rel=" " href="https://developers.freshworks.com/" class="sub-nav-link" tabindex="-1"> Developers </a> </li> <li class="nav-main-item-link"> <a rel=" " href="https://www.freshworks.com/platform/technology-alliances/" class="sub-nav-link" tabindex="-1"> Technical alliances </a> </li> </ul> </div> </div> <div class="card-width"> <div class="nav-main-item-list"> <a rel=" " href="https://www.freshworks.com/product-launches/" tabindex="-1"> <img src="https://website-assets-fd.freshworks.com/attachments/ckgtc9pmu008vhgg1jid69lbv-freshworks-neo-dew.full.png" class="feature-product-logo" alt=""> <div><p class="nav-title">Q2 ’23 Launch Announcements</p> <p class="feature-product-description">Start using our latest AI-powered innovations today. Find out how on the Q2 ’23 Launch page.</p> </div> </a> </div> </div> </div> <div class="col-md-4"> </div> </div> </div> </div> </li> <li class="nav-main-item caps-heading-12 has-sub-menu hide-in-desktop " > <a aria-haspopup="true" role="button" aria-expanded="false" class="nav-label" href="#">Resources</a> <i class="icon-arrow-down nav-sub-toggle" aria-hidden="true"></i> <ul class="l-nav-list nav-sub-menu"> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="https://www.freshworks.com/product-launches/" rel=" " > <span class="label"> Product Innovations </span> </a> </li> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="https://www.freshworks.com/customers/" rel=" " > <span class="label"> Case studies </span> </a> </li> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="https://community.freshworks.com/" rel=" " > <span class="label"> Community </span> </a> </li> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="https://www.freshworks.com/academy/" rel=" " > <span class="label"> Training </span> </a> </li> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="https://www.freshworks.com/support/" rel=" " > <span class="label"> Support </span> </a> </li> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="https://www.freshworks.com/company/about/" rel=" " > <span class="label"> About </span> </a> </li> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="https://www.freshworks.com/company/leadership/" rel=" " > <span class="label"> Leadership </span> </a> </li> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="https://www.freshworks.com/company/careers/" rel=" " > <span class="label"> Careers </span> </a> </li> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="https://www.freshworks.com/company/partners/" rel=" " > <span class="label"> Partners </span> </a> </li> </ul> </li> <li class="nav-main-item caps-heading-12 hide-in-desktop " > <a class="nav-label" href="https://www.freshworks.com/freshdesk/demo-request/" rel=" " >Demo</a> </li> <li class="nav-main-item caps-heading-12 hide-in-desktop " > <a class="nav-label" href="https://www.freshworks.com/freshdesk/pricing/" rel=" " >Pricing</a> </li> <li class="nav-main-item caps-heading-12 hide-in-desktop " > <a class="nav-label" href="https://login.freshworks.com/email-login" rel=" " >Login</a> </li> <li class="nav-main-item caps-heading-12 lang-selector fworks-language-selector hide-in-desktop"> <form id="lang-switch" action=""> <label for="language-selector-mobile" class="sr-only">Language:</label> <select id="language-selector-mobile" class="lang-options"> <option value="English" lang="en-us" data-link=" "> English </option> <option value="Deutsch" lang="de-de" data-link=" /de/neue-funktionen"> Deutsch </option> <option value="Nederlands" lang="nl" data-link=" /nl/new-features"> Nederlands </option> <option value="Français" lang="fr" data-link=" /fr/new-features"> Français </option> <option value="Svenska" lang="sv-SE" data-link=" /se/new-features"> Svenska </option> <option value="Español (España)" lang="es" data-link=" /es/new-features"> Español (España) </option> <option value="Español (América Latina)" lang="es-latam" data-link=" /latam/new-features"> Español (América Latina) </option> <option value="Português (Brasil)" lang="pt-br" data-link=" /br/new-features"> Português (Brasil) </option> <option value="日本語" lang="ja" data-link=" /jp"> 日本語 </option> <option value="한국어" lang="ko" data-link=" /ko/new-features"> 한국어 </option> <option value="Italiano" lang="it" data-link=" /it"> Italiano </option> <option value="简体中文" lang="zh-CN" data-link=" /cn"> 简体中文 </option> <option value="ภาษาไทย" lang="th" data-link=" /th"> ภาษาไทย </option> <option value="Tiếng Việt" lang="vi" data-link=" /vi"> Tiếng Việt </option> <option value="Polski" lang="pl" data-link=" /pl"> Polski </option> <option value="繁體中文" lang="zh-HK" data-link=" /hk"> 繁體中文 </option> <option value="Türkçe" lang="tr" data-link=" /tr"> Türkçe </option> <option value="Polski" data-link="https://freshdesk.com.pl">Polski</option> <option value="Italiano" data-link="https://freshdesk.it">Italiano</option> <option value="中文" data-link="https://freshdesk.hk">中文</option> <option value="中文简" data-link="https://cn.freshdesk.com">中文简</option> <option value="Pусский" data-link="https://freshdesk.ru">Pусский</option> <option value="日本語" data-link="https://freshdesk.jp">日本語</option> <option value="العربية" data-link="https://freshdesk.ae">العربية</option> </select> </form>  </li> <li class="nav-main-item caps-heading-12 nav-main-item-button hide-in-desktop " > <a title="Start Free Trial" class="button button--solid " rel="" role="button" target="_self" href="https://www.freshworks.com/freshdesk/signup/"> Start Free Trial</a> </li> </ul> <ul class="l-nav-list nav-company-menu"> <li class="nav-main-item caps-heading-12 home-link"> <span class="nav-sub-item nav-company-logo"> <a tabindex="-1" href="https://www.freshworks.com/?source=freshdesk&medium=referral&campaign=fdesk_nav_super"> <img class="logo logo-fworks " src="/static-assets/images/common/company/logos/logo-fworks-white.svg" alt="Freshworks" /> </a> </span> </li> <li class="nav-main-item caps-heading-12 hide-in-mobile" > <a class="nav-label" href="https://www.freshworks.com/freshdesk/demo-request/" rel=" " >Demo</a> </li> <li class="nav-main-item caps-heading-12 hide-in-mobile" > <a class="nav-label" href="https://www.freshworks.com/freshdesk/pricing/" rel=" " >Pricing</a> </li> <li class="nav-main-item caps-heading-12 hide-in-mobile" > <a class="nav-label" href="https://login.freshworks.com/email-login" target="blank" rel=" noopener" >Login</a> </li> <li class="nav-main-item caps-heading-12 hide-in-mobile" > </li> <li class="nav-main-item caps-heading-12 lang-selector fworks-language-selector hide-in-desktop"> <form id="lang-switch" action=""> <label for="language-selector-mobile" class="sr-only">Language:</label> <select id="language-selector-mobile" class="lang-options"> <option value="English" lang="en-us" data-link=" "> English </option> <option value="Deutsch" lang="de-de" data-link=" /de/neue-funktionen"> Deutsch </option> <option value="Nederlands" lang="nl" data-link=" /nl/new-features"> Nederlands </option> <option value="Français" lang="fr" data-link=" /fr/new-features"> Français </option> <option value="Svenska" lang="sv-SE" data-link=" /se/new-features"> Svenska </option> <option value="Español (España)" lang="es" data-link=" /es/new-features"> Español (España) </option> <option value="Español (América Latina)" lang="es-latam" data-link=" /latam/new-features"> Español (América Latina) </option> <option value="Português (Brasil)" lang="pt-br" data-link=" /br/new-features"> Português (Brasil) </option> <option value="日本語" lang="ja" data-link=" /jp"> 日本語 </option> <option value="한국어" lang="ko" data-link=" /ko/new-features"> 한국어 </option> <option value="Italiano" lang="it" data-link=" /it"> Italiano </option> <option value="简体中文" lang="zh-CN" data-link=" /cn"> 简体中文 </option> <option value="ภาษาไทย" lang="th" data-link=" /th"> ภาษาไทย </option> <option value="Tiếng Việt" lang="vi" data-link=" /vi"> Tiếng Việt </option> <option value="Polski" lang="pl" data-link=" /pl"> Polski </option> <option value="繁體中文" lang="zh-HK" data-link=" /hk"> 繁體中文 </option> <option value="Türkçe" lang="tr" data-link=" /tr"> Türkçe </option> <option value="Polski" data-link="https://freshdesk.com.pl">Polski</option> <option value="Italiano" data-link="https://freshdesk.it">Italiano</option> <option value="中文" data-link="https://freshdesk.hk">中文</option> <option value="中文简" data-link="https://cn.freshdesk.com">中文简</option> <option value="Pусский" data-link="https://freshdesk.ru">Pусский</option> <option value="日本語" data-link="https://freshdesk.jp">日本語</option> <option value="العربية" data-link="https://freshdesk.ae">العربية</option> </select> </form>  </li> </ul> </div> </div> <script type="text/javascript"> FW.onLoad(function () { if (window.innerWidth <= 960) { FW.$('.nav-label:not(.nav-secondary-item .nav-label), .hide-in-mobile a, .lang-selector select, .nav-secondary-item .nav-sub-label').attr('tabindex', -1); }; }); </script> <div class="nav-secondary-wrapper"> <div class="nav-secondary l-page"> <div class="nav-secondary-item caps-heading-12 has-sub-menu"> <div class="nav-secondary-label nav-secondary-buckets suppressed"> <a href="#" class="nav-label" role="button" aria-expanded="false" aria-haspopup="true" tabindex="0">What's new</a> <span class="nav-sub-toggle icon-arrow-down" aria-hidden="true"></span> <span class="nav-sub-label">Freshdesk</span> </div> <ul class="l-nav-list nav-sub-menu "> <li class="menu-line" role="none"></li> <li class="nav-sub-item "> <a class="nav-sub-label " href="https://www.freshworks.com/freshdesk/omni/product-updates/" rel=" " > <span>Freshdesk Omni</span> </a> </li> <li class="nav-sub-item active"> <a class="nav-sub-label " href="https://www.freshworks.com/freshdesk/new-features/" rel=" " > <span>Freshdesk</span> </a> </li> <li class="nav-sub-item "> <a class="nav-sub-label " href="https://www.freshworks.com/live-chat-software/new-features/" rel=" " > <span>Freshchat</span> </a> </li> <li class="nav-sub-item "> <a class="nav-sub-label " href="https://www.freshworks.com/freshservice/product-updates/" rel=" " > <span>Freshservice</span> </a> </li> <li class="nav-sub-item "> <a class="nav-sub-label " href="https://www.freshworks.com/crm/sales/resources/product-updates/" rel=" " > <span>Freshsales</span> </a> </li> <li class="nav-sub-item "> <a class="nav-sub-label " href="https://www.freshworks.com/crm/marketing/resources/product-updates/" rel=" " > <span>Freshmarketer</span> </a> </li> <li class="nav-sub-item "> <a class="nav-sub-label " href="https://www.freshworks.com/neo-news/" rel=" " > <span>Freshworks Neo</span> </a> </li> </ul> </div> </div> </div> </nav> <script type="text/javascript"> // Activate the navigation elements FW.onLoad(function () { FW.navigation.navLoader(); }); </script> </header> <a class="main__anchor" id="main-content"></a> <section id="" data-text-list="[]" data-scroll-target="#" class="first-fold align-center next-gen-theme-v1 " > <div class="container font-color-light banner-content l-banner " data-scroll-target=""> <h1>What’s new in Freshdesk </h1> <p class="sub-text">See highlights from our monthly product updates</p> <div class="align-center pt-md pb-xs"> <a title="" class="button button--solid " rel="" role="button" target="_self" href="https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshdesk%20Support%20Desk"> Release notes</a> </div> </div> </section> <section class="l-section calendar-updates" data-scroll-target=""> <div id="filter158337123891401" class="l-page container"> <div class="row"> <div class="col-md-2 calendar-nav-section"> <div class="calendar-sticky-nav"><ul class="nav-list nav-years"> <li class='row nav-year-list'> <span class='col-md-4 nav-year-text' data-target="January-2025" tabindex="0">2025</span> <ul class="col-md-8 nav-list"> <li> <span class="nav-month-text" data-target="January-2025">January</span></li> </li> </ul> <li class='row nav-year-list'> <span class='col-md-4 nav-year-text' data-target="December-2024" tabindex="0">2024</span> <ul class="col-md-8 nav-list"> <li> <span class="nav-month-text" data-target="December-2024">December</span></li> <li> <span class="nav-month-text" data-target="November-2024">November</span></li> <li> <span class="nav-month-text" data-target="October-2024">October</span></li> <li> <span class="nav-month-text" data-target="September-2024">September</span></li> <li> <span class="nav-month-text" data-target="August-2024">August</span></li> <li> <span class="nav-month-text" data-target="July-2024">July</span></li> <li> <span class="nav-month-text" data-target="June-2024">June</span></li> <li> <span class="nav-month-text" data-target="May-2024">May</span></li> <li> <span class="nav-month-text" data-target="April-2024">April</span></li> <li> <span class="nav-month-text" data-target="March-2024">March</span></li> <li> <span class="nav-month-text" data-target="February-2024">February</span></li> <li> <span class="nav-month-text" data-target="January-2024">January</span></li> </li> </ul> <li class='row nav-year-list'> <span class='col-md-4 nav-year-text' data-target="December-2023" tabindex="0">2023</span> <ul class="col-md-8 nav-list"> <li> <span class="nav-month-text" data-target="December-2023">December</span></li> <li> <span class="nav-month-text" data-target="November-2023">November</span></li> <li> <span class="nav-month-text" data-target="October-2023">October</span></li> <li> <span class="nav-month-text" data-target="September-2023">September</span></li> <li> <span class="nav-month-text" data-target="August-2023">August</span></li> <li> <span class="nav-month-text" data-target="July-2023">July</span></li> <li> <span class="nav-month-text" data-target="June-2023">June</span></li> <li> <span class="nav-month-text" data-target="May-2023">May</span></li> <li> <span class="nav-month-text" data-target="April-2023">April</span></li> <li> <span class="nav-month-text" data-target="March-2023">March</span></li> <li> <span class="nav-month-text" data-target="February-2023">February</span></li> <li> <span class="nav-month-text" data-target="January-2023">January</span></li> </li> </ul> <li class='row nav-year-list'> <span class='col-md-4 nav-year-text' data-target="December-2022" tabindex="0">2022</span> <ul class="col-md-8 nav-list"> <li> <span class="nav-month-text" data-target="December-2022">December</span></li> <li> <span class="nav-month-text" data-target="November-2022">November</span></li> <li> <span class="nav-month-text" data-target="October-2022">October</span></li> <li> <span class="nav-month-text" data-target="September-2022">September</span></li> <li> <span class="nav-month-text" data-target="August-2022">August</span></li> <li> <span class="nav-month-text" data-target="July-2022">July</span></li> <li> <span class="nav-month-text" data-target="June-2022">June</span></li> <li> <span class="nav-month-text" data-target="May-2022">May</span></li> <li> <span class="nav-month-text" data-target="April-2022">April</span></li> <li> <span class="nav-month-text" data-target="March-2022">March</span></li> <li> <span class="nav-month-text" data-target="February-2022">February</span></li> <li> <span class="nav-month-text" data-target="January-2022">January</span></li> </li> </ul> <li class='row nav-year-list'> <span class='col-md-4 nav-year-text' data-target="December-2021" tabindex="0">2021</span> <ul class="col-md-8 nav-list"> <li> <span class="nav-month-text" data-target="December-2021">December</span></li> <li> <span class="nav-month-text" data-target="November-2021">November</span></li> <li> <span class="nav-month-text" data-target="October-2021">October</span></li> <li> <span class="nav-month-text" data-target="August-2021">August</span></li> <li> <span class="nav-month-text" data-target="July-2021">July</span></li> <li> <span class="nav-month-text" data-target="June-2021">June</span></li> <li> <span class="nav-month-text" data-target="April-2021">April</span></li> <li> <span class="nav-month-text" data-target="March-2021">March</span></li> <li> <span class="nav-month-text" data-target="February-2021">February</span></li> <li> <span class="nav-month-text" data-target="January-2021">January</span></li> </li> </ul> <li class='row nav-year-list'> <span class='col-md-4 nav-year-text' data-target="December-2020" tabindex="0">2020</span> <ul class="col-md-8 nav-list"> <li> <span class="nav-month-text" data-target="December-2020">December</span></li> <li> <span class="nav-month-text" data-target="November-2020">November</span></li> <li> <span class="nav-month-text" data-target="October-2020">October</span></li> <li> <span class="nav-month-text" data-target="September-2020">September</span></li> <li> <span class="nav-month-text" data-target="August-2020">August</span></li> <li> <span class="nav-month-text" data-target="July-2020">July</span></li> <li> <span class="nav-month-text" data-target="June-2020">June</span></li> <li> <span class="nav-month-text" data-target="May-2020">May</span></li> <li> <span class="nav-month-text" data-target="April-2020">April</span></li> <li> <span class="nav-month-text" data-target="March-2020">March</span></li> <li> <span class="nav-month-text" data-target="February-2020">February</span></li> <li> <span class="nav-month-text" data-target="January-2020">January</span></li> </li> </ul> <li class='row nav-year-list'> <span class='col-md-4 nav-year-text' data-target="December-2019" tabindex="0">2019</span> <ul class="col-md-8 nav-list"> <li> <span class="nav-month-text" data-target="December-2019">December</span></li> <li> <span class="nav-month-text" data-target="November-2019">November</span></li> <li> <span class="nav-month-text" data-target="October-2019">October</span></li> <li> <span class="nav-month-text" data-target="July-2019">July</span></li> <li> <span class="nav-month-text" data-target="June-2019">June</span></li> <li> <span class="nav-month-text" data-target="April-2019">April</span></li> <li> <span class="nav-month-text" data-target="March-2019">March</span></li> <li> <span class="nav-month-text" data-target="February-2019">February</span></li> <li> <span class="nav-month-text" data-target="January-2019">January</span></li> </li> </ul> <li class='row nav-year-list'> <span class='col-md-4 nav-year-text archive' data-target="December-2018" tabindex="0">Archive</span> <ul class="col-md-8 nav-list"> <li> <span class="nav-month-text" data-target="December-2018">2018</span></li> <li> <span class="nav-month-text" data-target="December-2017">2017</span></li> </li> </ul> </ul> </div> </div> <div class="col-md-10" data-filter="filter-cards-container"> <div class="calendar-sections" data-filter="filter-results-container"> <h4 id="January-2025" class="month-text"> January 2025 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-73078672565766' href='https://support.freshdesk.com/en/support/solutions/articles/50000010538' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <h6 class="activity-title">Custom SSO Policy for Portals<br /> </h6> <p>Manage customer identities easily with distinct custom Single Sign-On (SSO) policies for different customer portals.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/50000010538"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-73078672565766'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Marketplace-App"> <a id='calendar-card-114837914031918' href='https://support.freshdesk.com/en/support/solutions/articles/50000010272-integrating-email-template-app-with-freshdesk' target='_self' class="activity-card" data-filter="card-item" tags="Marketplace-App" aria-label=""> <div class="activity-header"> <span class="activity-type marketplace-app">Marketplace App</span> </div> <h6 class="activity-title">Email Templates</h6> <p>Create multiple email templates with unique signatures to auto-apply in your agent's response based on pre defined conditions.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/50000010272-integrating-email-template-app-with-freshdesk"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-114837914031918'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="December-2024" class="month-text"> December 2024 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-90478356510048' href='https://crmsupport.freshworks.com/en/support/solutions/articles/50000002340' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <h6 class="activity-title"><strong>Better visibility for Freddy<br /> Suggestions</strong></h6> <p>Agents can view Freddy Suggestions, displayed as a sticky banner, to leverage AI-powered recommendations.</p> <span class="link forward--link forward--link--label" href="https://crmsupport.freshworks.com/en/support/solutions/articles/50000002340"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-90478356510048'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="November-2024" class="month-text"> November 2024 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Marketplace-App"> <a id='calendar-card-144417376737192' href='https://support.freshdesk.com/en/support/solutions/articles/50000010271-integrate-dynamic-signature-with-freshdesk' target='_self' class="activity-card" data-filter="card-item" tags="Marketplace-App" aria-label=""> <div class="activity-header"> <span class="activity-type marketplace-app">Marketplace App</span> </div> <p><strong>Dynamic signature app</strong></p> <p>Automatically apply tailored signatures on new email pages in Freshdesk.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/50000010271-integrate-dynamic-signature-with-freshdesk"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-144417376737192'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Marketplace-App"> <a id='calendar-card-156597155498160' href='https://support.freshdesk.com/en/support/solutions/articles/50000000067-the-jira-plus-app' target='_self' class="activity-card" data-filter="card-item" tags="Marketplace-App" aria-label=""> <div class="activity-header"> <span class="activity-type marketplace-app">Marketplace App</span> </div> <p><strong>New Jira app for Freshdesk</strong></p> <p>Upgrade to the latest Jira APIs with the new marketplace app.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/50000000067-the-jira-plus-app"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-156597155498160'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-125277724398528' href='https://support.freshdesk.com/en/support/solutions/articles/207276-overview-of-automation-rules' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p><strong>Updates in automation templates</strong></p> <p>Find curated automation templates for your use case easily and build rules effortlessly with the enhanced visual cues for selection.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/207276-overview-of-automation-rules"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-125277724398528'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-142677408342850' href='https://support.freshdesk.com/en/support/solutions/articles/37616-perform-macro-actions-with-scenarios' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p><strong>Enhanced scenario automation</strong></p> <p>With the improved scenario automation, agents can:<br /> 1. Include canned responses directly in the automation<br /> 2. Modify the execution to prefill ticket fields and reply editor.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/37616-perform-macro-actions-with-scenarios"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-142677408342850'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-40019273071775' href='https://crmsupport.freshworks.com/en/support/solutions/articles/50000010004' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p><strong>Freddy Copilot usage Ooerview</strong></p> <p>View licenses, usage frequency, and active agents in Admin Settings.</p> <span class="link forward--link forward--link--label" href="https://crmsupport.freshworks.com/en/support/solutions/articles/50000010004"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-40019273071775'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-48719115043900' href='https://crmsupport.freshworks.com/en/support/solutions/articles/50000006258' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p><strong>Enhanced content assistance</strong></p> <p>Agent input formatting stays intact with Rephrase, Tone Enhancer, and Expand for smoother updates.</p> <span class="link forward--link forward--link--label" href="https://crmsupport.freshworks.com/en/support/solutions/articles/50000006258"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-48719115043900'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-172256871048075' href='https://support.freshdesk.com/en/support/solutions/articles/207276-overview-of-automation-rules#Events' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p><strong>Improved email threading</strong></p> <p>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.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/207276-overview-of-automation-rules#Events"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-172256871048075'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-111357977243200' href='https://support.freshdesk.com/en/support/solutions/articles/226163-email-delivery-failure-notification-for-message-not-delivered-error' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p><strong>New status for undelivered tickets</strong></p> <p>When a ticket delivery fails, you will see a new undelivered status on Freshdesk that will be updated upon delivery.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/226163-email-delivery-failure-notification-for-message-not-delivered-error"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-111357977243200'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-167036965864896' href='https://support.freshdesk.com/en/support/solutions/articles/37559-understand-the-ticket-list-view' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p><strong>Email inbox improvements</strong></p> <p>The email inbox experience is being improved, agents can:<br /> 1. View the ticket count for each favourite view.<br /> 2. View tickets in the Inbox view in addition to the existing Card and Table views.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/37559-understand-the-ticket-list-view"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-167036965864896'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-8699841972130' href='https://support.freshdesk.com/en/support/solutions/articles/50000009270-configuring-advanced-email-ettings' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p><strong>Add multiple 'To' addresses</strong></p> <p>Add multiple recipients in the 'To Email' field.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/50000009270-configuring-advanced-email-ettings"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-8699841972130'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="October-2024" class="month-text"> October 2024 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-104398103665560' href='https://support.freshdesk.com/en/support/solutions/articles/207276-overview-of-automation-rules' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <h6 class="activity-title">Curated automation templates</h6> <p>Find curated automation templates based on use cases.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/207276-overview-of-automation-rules"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-104398103665560'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-151377250315062' href='https://support.freshdesk.com/en/support/solutions/articles/37559-understand-the-ticket-list-view' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <h6 class="activity-title">Email inbox improvements</h6> <p>The email inbox experience is being improved:<br /> 1. List of all ticket views will remain sticky by default.<br /> 2. Filters will be collapsed by default.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/37559-understand-the-ticket-list-view"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-151377250315062'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-6959873577708' href='https://support.freshdesk.com/en/support/solutions/articles/207276-overview-of-automation-rules' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <h6 class="activity-title">Time triggers is now hourly triggers</h6> <p>Boost admin usability for clearer action configuration.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/207276-overview-of-automation-rules"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-6959873577708'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-99178198482396' href='https://support.freshdesk.com/en/support/solutions/articles/50000001030-applying-filters-at-a-widget-level-in-analytics' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <h6 class="activity-title">Customize reports with analytics</h6> <p>Sort report columns, create custom metrics across modules, and export or download reports in XLS format, and much more.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/50000001030-applying-filters-at-a-widget-level-in-analytics"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-99178198482396'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-86998419721400' href='https://support.freshdesk.com/en/support/solutions/articles/50000010308-introducing-new-curated-reports-for-better-insights' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <h6 class="activity-title">New curated reports</h6> <p>Access advanced report filters and segmenting, pre-built widgets to consolidate ticketing data, agent performance, customer analysis, and other key metrics.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/50000010308-introducing-new-curated-reports-for-better-insights"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-86998419721400'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-125277724398816' href='https://support.freshdesk.com/en/support/solutions/articles/37541-setting-up-your-support-email' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <h6 class="activity-title">Simplified support email setup</h6> <p>Set up your support email easily with guided steps for Outlook, Google, custom servers, or Freshdesk.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/37541-setting-up-your-support-email"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-125277724398816'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-66118798988378' href='https://support.freshdesk.com/support/solutions/articles/234371-team-dashboards-setup-and-functionality' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <h6 class="activity-title">Role-based access to dashboards</h6> <p>Grant users access to team-level dashboards alongside individual analytics, empowering teams to view organization-wide ticket data and insights.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/234371-team-dashboards-setup-and-functionality"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-66118798988378'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-168776934259904' href='https://support.freshdesk.com/support/solutions/articles/50000009489-sentiment-analysis-prioritize-tickets-based-on-customer-sentiments' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <h6 class="activity-title">Curated sentiment report</h6> <p>Admins can access a report showing how many tickets started or ended with different sentiments, and analyze sentiments at the agent level.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/50000009489-sentiment-analysis-prioritize-tickets-based-on-customer-sentiments"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-168776934259904'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="September-2024" class="month-text"> September 2024 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-80038546143872' href='https://crmsupport.freshworks.com/en/support/solutions/articles/50000009800' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <h6 class="activity-title">Live Translation enhancement</h6> <p>Auto-translate offline responses during away mode, now supports 18 languages.</p> <span class="link forward--link forward--link--label" href="https://crmsupport.freshworks.com/en/support/solutions/articles/50000009800"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-80038546143872'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-90478356510464' href='https://crmsupport.freshworks.com/en/support/solutions/articles/50000010248' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <h6 class="activity-title">Automated Agent Handoff</h6> <p>Chatbots (Freddy AI Agent) will transfer conversations to an agent or group, or trigger a flow to collect more info.</p> <span class="link forward--link forward--link--label" href="https://crmsupport.freshworks.com/en/support/solutions/articles/50000010248"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-90478356510464'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-153117218710016' href='https://crmsupport.freshworks.com/en/support/solutions/articles/50000010249' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <h6 class="activity-title">Auto-detect customer language</h6> <p>Chatbots (Freddy AI Agent) will detect changes in the customer language and switch to the new language.</p> <span class="link forward--link forward--link--label" href="https://crmsupport.freshworks.com/en/support/solutions/articles/50000010249"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-153117218710016'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-100918166877114' href='https://crmsupport.freshworks.com/en/support/solutions/articles/50000008481-bot-analytics-module-definitions' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <h6 class="activity-title">Custom property based reporting</h6> <p>Generate reports based on custom properties to gain deeper insights into chatbot (Freddy AI Agent) interactions and user data.</p> <span class="link forward--link forward--link--label" href="https://crmsupport.freshworks.com/en/support/solutions/articles/50000008481-bot-analytics-module-definitions"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-100918166877114'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="August-2024" class="month-text"> August 2024 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-50459083438557' href='https://support.freshdesk.com/en/support/solutions/articles/50000003573-how-to-set-up-collaborators-' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <h6 class="activity-title">Automations for collaborators</h6> <p>Automation rules can be applied for actions performed by collaborators such as replying to tickets.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/50000003573-how-to-set-up-collaborators-"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-50459083438557'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="July-2024" class="month-text"> July 2024 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-161817060682269' href='https://support.freshdesk.com/a/solutions/articles/50000009489/edit?lang=en&portalId=2' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <h6 class="activity-title">Sentiment enhancements</h6> <p>Enable agents to effectively prioritize ticket volumes by setting sentiment thresholds.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/a/solutions/articles/50000009489/edit?lang=en&portalId=2"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-161817060682269'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-74818640960619' href='https://support.freshdesk.com/en/support/solutions/articles/37588-understand-the-ticket-details-view' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <h6 class="activity-title">Customizable sidebars</h6> <p>Flexibility to rearrange user properties in the sidebar to view customer information.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/37588-understand-the-ticket-details-view"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-74818640960619'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Marketplace-App"> <a id='calendar-card-45239178255284' href='https://www.freshworks.com/apps/freshdesk/explore/?sortType=LATEST' target='_self' class="activity-card" data-filter="card-item" tags="Marketplace-App" aria-label=""> <div class="activity-header"> <span class="activity-type marketplace-app">Marketplace App</span> </div> <h6 class="activity-title">Discover the latest apps</h6> <p>Leverage the PowerBI Connector app to create and use advanced statistical metrics within Freshdesk. Streamline workforce management with the Playvox app for Freshdesk. </p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/apps/freshdesk/explore/?sortType=LATEST"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-45239178255284'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="June-2024" class="month-text"> June 2024 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-41759241466416' href='https://crmsupport.freshworks.com/en/support/solutions/articles/50000009806-freddy-copilot-usage-report' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <h6 class="activity-title">Freddy usage report (Freddy AI Copilot)</h6> <p>Understand how your agents are making use of Freddy AI Copilot features.</p> <span class="link forward--link forward--link--label" href="https://crmsupport.freshworks.com/en/support/solutions/articles/50000009806-freddy-copilot-usage-report"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-41759241466416'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-97438230088304' href='https://support.freshdesk.com/en/support/solutions/articles/37559-understand-the-ticket-list-view#Apply-bulk-updates-to-tickets' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <h6 class="activity-title">Bulk actions enhancements</h6> <p>Make bulk updates to all custom fields and ticket search results. </p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/37559-understand-the-ticket-list-view#Apply-bulk-updates-to-tickets"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-97438230088304'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Marketplace-App"> <a id='calendar-card-132237597976984' href='https://www.freshworks.com/apps/freshdesk/explore/?section=newlyAdded' target='_self' class="activity-card" data-filter="card-item" tags="Marketplace-App" aria-label=""> <div class="activity-header"> <span class="activity-type marketplace-app">Marketplace App</span> </div> <h6 class="activity-title">What's new with integrations</h6> <p>Easily sync data like contacts, accounts, and more between any external apps and Freshworks products. Check out the latest Live apps here!</p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/apps/freshdesk/explore/?section=newlyAdded"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-132237597976984'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="May-2024" class="month-text"> May 2024 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-66118798988530' href='https://crmsupport.freshworks.com/en/support/solutions/articles/226032-filtered-search-for-tickets-' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <h6 class="activity-title">Exclude tickets from list view easily</h6> <p>A new filter to exclude specific tickets from ticket view.</p> <span class="link forward--link forward--link--label" href="https://crmsupport.freshworks.com/en/support/solutions/articles/226032-filtered-search-for-tickets-"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-66118798988530'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="April-2024" class="month-text"> April 2024 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-111357977243840' href='https://support.freshdesk.com/en/support/solutions/articles/50000009227-the-all-new-analytics-home-page-in-freshdesk' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <h6 class="activity-title">All-new Analytics Homepage</h6> <p>Access your favourite reports, widgets and metrics effortlessly.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/50000009227-the-all-new-analytics-home-page-in-freshdesk"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-111357977243840'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-15659715549915' href='https://support.freshdesk.com/en/support/solutions/articles/240703-scheduling-to-reports-in-analytics' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <h6 class="activity-title">Multi-schedule Reports</h6> <p>Schedule reports at different frequencies, without the need to clone them.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/240703-scheduling-to-reports-in-analytics"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-15659715549915'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-12179778761045' href='https://support.freshdesk.com/en/support/solutions/articles/50000005530-creating-custom-metrics-in-analytics' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <h6 class="activity-title">Custom metrics shortcuts in Analytics</h6> <p>Create custom metrics effortlessly from within the respective reports.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/50000005530-creating-custom-metrics-in-analytics"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-12179778761045'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="March-2024" class="month-text"> March 2024 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-55678988621952' href='https://support.freshdesk.com/en/support/solutions/articles/50000002338-auto-resolve-customer-tickets-using-the-email-bot' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <h6 class="activity-title">Enhanced email bot (Freddy AI Copilot)</h6> <p>Customers can share feedback about Freddy's email responses to close / handover the conversation to an agent.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/50000002338-auto-resolve-customer-tickets-using-the-email-bot"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-55678988621952'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-111357977243904' href='https://crmsupport.freshworks.com/en/support/solutions/articles/226032-filtered-search-for-tickets-' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <h6 class="activity-title">Exclude tickets from list view easily</h6> <p>A new filter to exclude specific tickets from ticket view.</p> <span class="link forward--link forward--link--label" href="https://crmsupport.freshworks.com/en/support/solutions/articles/226032-filtered-search-for-tickets-"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-111357977243904'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-104398103666160' href='https://support.freshdesk.com/en/support/solutions/articles/50000009747-the-salesforce-connector-app' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <h6 class="activity-title">Connector Apps for Freshdesk</h6> <p>Filter and select data to sync, control dataflow direction, and enjoy complete flexibility in syncing seamlessly with Freshdesk or Freshchat.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/50000009747-the-salesforce-connector-app"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-104398103666160'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-168776934260292' href='https://support.freshdesk.com/en/support/solutions/folders/74595' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <h6 class="activity-title">Advanced CSAT (available on-demand)</h6> <p>Set up elaborate forms, define point scales, and more with the upgraded CSAT module.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/folders/74595"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-168776934260292'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="February-2024" class="month-text"> February 2024 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-146157345132624' href='https://crmsupport.freshworks.com/en/support/solutions/articles/50000009124-understanding-freddy-ai-features-and-pricing' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <h6 class="activity-title">Empower support teams with Freddy AI Copilot</h6> <p>Unlock agent productivity, elevate response quality, and streamline admin responsibilities with the gen AI powered Freddy AI Copilot add-on</p> <span class="link forward--link forward--link--label" href="https://crmsupport.freshworks.com/en/support/solutions/articles/50000009124-understanding-freddy-ai-features-and-pricing"> Learn More <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-146157345132624'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="January-2024" class="month-text"> January 2024 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <div id='calendar-card-17399683944370' class="activity-card" data-filter="card-item" tags=""> <div class="activity-header"> <span class="activity-type "></span> </div> <p>There are no Freshdesk updates for January. Check back in February.</p> <br/> </div> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-17399683944370'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="December-2023" class="month-text"> December 2023 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-34799367888740' href='https://support.freshdesk.com/en/support/solutions/articles/50000006076-custom-agent-status-freshdesk-support-desk' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <h6 class="activity-title">Custom agent statuses in Freshdesk</h6> <p>Learn how agents spend their time when they’re unavailable to assist new customers</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/50000006076-custom-agent-status-freshdesk-support-desk"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-34799367888740'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Marketplace-App"> <a id='calendar-card-12179778761059' href='https://crmsupport.freshworks.com/en/support/solutions/articles/50000009066-freshdesk-zuper?cloud=freshdesk' target='_self' class="activity-card" data-filter="card-item" tags="Marketplace-App" aria-label=""> <div class="activity-header"> <span class="activity-type marketplace-app">Marketplace App</span> </div> <h6 class="activity-title">Freshdesk-Zuper integration</h6> <p>Streamline field service management. Create jobs for your field workforce right from Freshdesk.</p> <span class="link forward--link forward--link--label" href="https://crmsupport.freshworks.com/en/support/solutions/articles/50000009066-freshdesk-zuper?cloud=freshdesk"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-12179778761059'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="November-2023" class="month-text"> November 2023 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-29579462705429' href='https://support.freshdesk.com/en/support/solutions/articles/50000005675-collaborate-using-forward-threads-' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <h6 class="activity-title">Enhancements in Threads</h6> <p>Expand the threads panel for better content visibility with secondary display mode</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/50000005675-collaborate-using-forward-threads-"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-29579462705429'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-144417376738354' href='https://crmsupport.freshworks.com/en/support/solutions/folders/50000001033?cloud=freshdesk' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <h6 class="activity-title">Freddy AI beta now for Pro and Enterprise</h6> <p>Freddy AI Copilot and Freddy AI Insights features are exclusively available to Pro and Enterprise customers.</p> <span class="link forward--link forward--link--label" href="https://crmsupport.freshworks.com/en/support/solutions/folders/50000001033?cloud=freshdesk"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-144417376738354'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-34799367888760' href='https://crmsupport.freshworks.com/en/support/solutions/articles/50000005733-setting-up-call-queues?cloud=freshcaller' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p>Freshcaller</p> <h6 class="activity-title">Wait and Call queue enhancements</h6> <p>Improved call allocation with the enhanced call allocation strategy for wait queues.</p> <span class="link forward--link forward--link--label" href="https://crmsupport.freshworks.com/en/support/solutions/articles/50000005733-setting-up-call-queues?cloud=freshcaller"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-34799367888760'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="October-2023" class="month-text"> October 2023 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-45239178255388' href='https://support.freshdesk.com/en/support/solutions/articles/50000005675-collaborate-using-forward-threads-' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <h6 class="activity-title">Enhancements in Thread</h6> <p>Expand the threads panel for better content visibility with secondary display mode.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/50000005675-collaborate-using-forward-threads-"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-45239178255388'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-125277724399536' href='https://support.freshdesk.com/en/support/solutions/folders/74595' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <h6 class="activity-title">Advanced CSAT</h6> <p>Set up elaborate forms, define point scales, and more with the upgraded CSAT module.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/folders/74595"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-125277724399536'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-22619589127694' href='https://support.freshdesk.com/en/support/solutions/articles/50000006076-custom-agent-status-freshdesk-support-desk' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <h6 class="activity-title">Custom agent statuses</h6> <p>Learn how agents spend their time when they’re unavailable to assist new customers.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/50000006076-custom-agent-status-freshdesk-support-desk"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-22619589127694'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="September-2023" class="month-text"> September 2023 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-20879620733268' href='https://support.freshdesk.com/en/support/solutions/folders/50000001060' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <h6 class="activity-title">Generative AI-based enhancements</h6> <p>Freddy AI enhances emails contextually, expand messages with prompts, adapts to localized languages.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/folders/50000001060"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-20879620733268'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="August-2023" class="month-text"> August 2023 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-48719115044292' href='https://crmsupport.freshworks.com/en/support/solutions/articles/50000005809-viewing-call-lifecycle?cloud=freshcaller' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p>Freshcaller</p> <h6 class="activity-title">Call lifecycle events</h6> <p>Get more information on events when an agent ignores a call.</p> <span class="link forward--link forward--link--label" href="https://crmsupport.freshworks.com/en/support/solutions/articles/50000005809-viewing-call-lifecycle?cloud=freshcaller"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-48719115044292'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="July-2023" class="month-text"> July 2023 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-45239178255414' href='https://support.freshdesk.com/en/support/solutions/articles/50000008338-deactivating-agents' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="activity-title">Freshdesk</p> <h6 class="activity-title">Deactivate agents</h6> <p>Deactivate agents leaving the system by retaining all of their contributions.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/50000008338-deactivating-agents"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-45239178255414'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-43499209860975' href='https://support.freshdesk.com/en/support/solutions/folders/50000000909' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="activity-title">Freshdesk</p> <h6 class="activity-title">Enhancements in threads</h6> <p>Sort threads, expand editor, edit subject lines & signatures on forward threads.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/folders/50000000909"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-43499209860975'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-168776934260583' href='https://support.freshdesk.com/en/support/solutions/articles/195170-using-custom-email-servers-to-send-and-receive-support-emails' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="activity-title">Freshdesk</p> <h6 class="activity-title">Email channel improvements</h6> <p>Enhance the setup of the custom mailbox with these improvements to the email channel.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/195170-using-custom-email-servers-to-send-and-receive-support-emails"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-168776934260583'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-165296997471800' href='https://support.freshdesk.com/en/support/solutions/articles/37562-replying-to-a-ticket' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="activity-title">Freshdesk</p> <h6 class="activity-title">Quoted text use-case for agent replies</h6> <p>Agents can now send up to 1MB quoted replies.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/37562-replying-to-a-ticket"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-165296997471800'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-59158925410960' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+006092-scheduled-exports-of-events-aht' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="activity-title">Freshdesk</p> <h6 class="activity-title">API for reporting on AHT</h6> <p>Receive exports of individual timers for events to connect to your BI tools for AHT.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+006092-scheduled-exports-of-events-aht"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-59158925410960'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-144417376738520' href='https://crmsupport.freshworks.com/en/support/solutions/articles/60,000+005947-using-power-dialer?cloud=fd_contact_center' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="activity-title">Freshcaller</p> <h6 class="activity-title">Power dialer</h6> <p>Call a selected list of phone numbers or saved contacts one after another.</p> <span class="link forward--link forward--link--label" href="https://crmsupport.freshworks.com/en/support/solutions/articles/60,000+005947-using-power-dialer?cloud=fd_contact_center"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-144417376738520'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="June-2023" class="month-text"> June 2023 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Marketplace-App"> <a id='calendar-card-83518482933120' href='https://support.freshdesk.com/en/support/solutions/articles/4721-the-harvest-app' target='_self' class="activity-card" data-filter="card-item" tags="Marketplace-App" aria-label=""> <div class="activity-header"> <span class="activity-type marketplace-app">Marketplace App</span> </div> <h6 class="activity-title">Harvest App - Auth update</h6> <p>Harvest users on the basic auth can move to 2FA to continue using the app.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/4721-the-harvest-app"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-83518482933120'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-170516902655218' href='https://support.freshdesk.com/en/support/solutions/articles/180033-setting-up-multiple-languages-in-freshdesk-for-the-support-portal-and-the-help-widget-' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <h6 class="activity-title">Date-time format auto conversion</h6> <p>Customize the date and time format for every agent under agent portal settings.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/180033-setting-up-multiple-languages-in-freshdesk-for-the-support-portal-and-the-help-widget-"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-170516902655218'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-160077092288572' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+005413-how-to-edit-or-customize-email-notifications-' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <h6 class="activity-title">HTML code editor</h6> <p>Customize the outgoing email templates with HTML & CSS code.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+005413-how-to-edit-or-customize-email-notifications-"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-160077092288572'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="May-2023" class="month-text"> May 2023 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-102658135272019' href='https://support.freshdesk.com/en/support/solutions/folders/60,000+001060' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p>Freshdesk</p> <h6 class="activity-title">Freddy AI in Freshdesk</h6> <p>Enable agents to be more productive with generative AI.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/folders/60,000+001060"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-102658135272019'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-92218324905373' href='https://support.freshdesk.com/en/support/solutions/folders/60,000+000909' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p>Freshdesk</p> <h6 class="activity-title">Threads in Freshdesk</h6> <p>Have focused discussions on tickets without polluting the main conversation.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/folders/60,000+000909"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-92218324905373'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-67858767383199' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+002985-reauthorization-of-custom-mailbox' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p>Freshdesk</p> <h6 class="activity-title">Track outbound email failures</h6> <p>Proactively track any outbound email failures for your Freshdesk account via in-app and email notifications.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+002985-reauthorization-of-custom-mailbox"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-67858767383199'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-158337123894222' href='https://support.freshdesk.com/a/solutions/articles/225158/edit?lang=en&portalId=2' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p>Freshdesk</p> <h6 class="activity-title">Simplified data export</h6> <p>Export account data and access it anytime, from a centralized window.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/a/solutions/articles/225158/edit?lang=en&portalId=2"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-158337123894222'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-76558609355448' href='https://support.freshdesk.com/a/solutions/articles/225280/edit?lang=en&portalId=2' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p>Freshdesk</p> <h6 class="activity-title">Ticket filters, in Freshdesk App</h6> <p>Use default filters or custom drop-down fields to search for tickets.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/a/solutions/articles/225280/edit?lang=en&portalId=2"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-76558609355448'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-52199051833260' href='https://support.freshcaller.com/en/support/solutions/articles/229387-viewing-agent-availability-across-all-teams' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p>Freshcaller</p> <h6 class="activity-title">Live dashboard enhancements</h6> <p>View agent count by status along with agent details, such as name and time spent.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/en/support/solutions/articles/229387-viewing-agent-availability-across-all-teams"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-52199051833260'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="April-2023" class="month-text"> April 2023 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-53939020227702' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+004224-overview-of-custom-objects-in-freshdesk' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="ellipsis-wrapper resource-text-gray">Freshdesk</p> <h6 class="activity-title">Language support for Custom Objects</h6> <p>Upload translated labels for your custom object names and field labels in Freshdesk.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+004224-overview-of-custom-objects-in-freshdesk"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-53939020227702'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-34799367888840' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+006076-custom-agent-status-freshdesk-support-desk' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper resource-text-gray">Freshdesk</p> <h6 class="activity-title">Custom agent status</h6> <p>Learn how agents spend their time when they’re unavailable to assist new customers.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+006076-custom-agent-status-freshdesk-support-desk"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-34799367888840'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="March-2023" class="month-text"> March 2023 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-48719115044404' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+004892-exporting-importing-canned-responses' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p>Freshdesk</p> <h6 class="activity-title">Sorting canned responses</h6> <p>Sort canned responses by necessity within folders for ease of analysis.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+004892-exporting-importing-canned-responses"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-48719115044404'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-133977566372111' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+002092-freshdesk-cookie-policy' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p>Freshdesk</p> <h6 class="activity-title">Cookie policy update</h6> <p>Let customers see the cookies collected on the portal to be GDPR compliant.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+002092-freshdesk-cookie-policy"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-133977566372111'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-43499209861075' href='https://support.freshcaller.com/en/support/solutions/articles/60,000+005683-network-error-warning-message' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p>Freshcaller</p> <h6 class="activity-title">Network error warning</h6> <p>Get a warning message whenever the call quality is poor.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/en/support/solutions/articles/60,000+005683-network-error-warning-message"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-43499209861075'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-137457503160997' href='https://support.freshcaller.com/en/support/solutions/articles/60,000+006025-concurrent-call-management' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p>Freshcaller</p> <h6 class="activity-title">Concurrent call management</h6> <p>Limit the number of incoming calls an agent can receive at a time.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/en/support/solutions/articles/60,000+006025-concurrent-call-management"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-137457503160997'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="February-2023" class="month-text"> February 2023 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-151377250316541' href='https://support.freshdesk.com/en/support/solutions/articles/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p>Freshdesk</p> <h6 class="activity-title">Email threading enhancement</h6> <p>Configure ticket threading identifiers to avoid the wrong ticket getting appended to an existing ticket.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-151377250316541'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-41759241466656' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+003751-syncing-ticket-field-and-properties-between-freshdesk-and-freshservice' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p>Freshdesk</p> <h6 class="activity-title">Freshdesk-Freshservice custom field sync</h6> <p>Sync custom ticket fields with default and other custom ticket fields.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+003751-syncing-ticket-field-and-properties-between-freshdesk-and-freshservice"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-41759241466656'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-125277724399968' href='https://support.freshdesk.com/en/support/solutions/articles/37614-setting-up-automation-rules-to-run-on-ticket-creation' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p>Freshdesk</p> <h6 class="activity-title">Automated emails as notes</h6> <p>All emails sent to customers via automation rules will appear as notes on the ticket.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/37614-setting-up-automation-rules-to-run-on-ticket-creation"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-125277724399968'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-40019273072212' href='https://support.freshdesk.com/en/support/solutions/articles/37559-working-with-the-ticket-list-view' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p>Freshdesk</p> <h6 class="activity-title">Track failed email deliveries</h6> <p>Get enhanced visibility over failed email deliveries with a default filter view.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/37559-working-with-the-ticket-list-view"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-40019273072212'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-43499209861100' href='https://support.freshdesk.com/en/support/solutions/articles/195170-using-custom-email-servers-to-send-and-receive-support-emails' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p>Freshdesk</p> <h6 class="activity-title">Configuring custom mail server</h6> <p>Have a guided experience while configuring the custom mail server with help of assists.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/195170-using-custom-email-servers-to-send-and-receive-support-emails"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-43499209861100'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-22619589127772' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+004892-exporting-importing-canned-responses' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p>Freshdesk</p> <h6 class="activity-title">Canned responses enhancements</h6> <p>Perform bulk actions, define metrics, & derive insights into its usage.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+004892-exporting-importing-canned-responses"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-22619589127772'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="January-2023" class="month-text"> January 2023 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-46979146650015' href='https://support.freshdesk.com/en/support/solutions/articles/222692-setting-up-skill-based-ticket-assignment' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Skill-based routing by Omniroute</h6> <p>Manage agent load and set the assignment preference for tickets.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/222692-setting-up-skill-based-ticket-assignment"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-46979146650015'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Marketplace-App"> <a id='calendar-card-167036965866720' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+005477-freshdesk-telephony-partner-extension-with-ringcentral' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Marketplace-App" aria-label=""> <div class="activity-header"> <span class="activity-type marketplace-app">Marketplace App</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Freshdesk Telephony Partner Extension with RingCentral</h6> <p>Integrate your RingCentral account with Freshdesk and extend your omnichannel capabilities.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+005477-freshdesk-telephony-partner-extension-with-ringcentral"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-167036965866720'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-55678988622240' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+005573-restrict-file-extensions' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Secure ticket attachments</h6> <p>Restrict specific file types while sending and receiving ticket responses.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+005573-restrict-file-extensions"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-55678988622240'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-46979146650042' href='https://support.freshcaller.com/a/solutions/articles/60,000+005682?lang=en&portalId=74819' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Forward calls to an external number</h6> <p>Add external number to a call queue & transfer calls to them.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/a/solutions/articles/60,000+005682?lang=en&portalId=74819"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-46979146650042'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="December-2022" class="month-text"> December 2022 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-29579462705582' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+004905-setting-up-advanced-ticket-filters-on-your-customer-portal' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Advanced Ticket Filters for Customer Portal</h6> <p class="activity-description ellipsis-wrapper">Your customers can filter tickets based on the default and custom fields visible to them on your Portal.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+004905-setting-up-advanced-ticket-filters-on-your-customer-portal"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-29579462705582'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <div id='calendar-card-128757661189004' class="activity-card" data-filter="card-item" tags="New"> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Reach out to us with ease</h6> <p class="activity-description ellipsis-wrapper">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.</p> <br/> </div> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-128757661189004'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); 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let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-53939020227857' href='https://support.freshdesk.com/en/support/solutions/articles/232273-the-microsoft-teams-app' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Microsoft Teams app update</h6> <p>Connect your Freshdesk and Microsoft Teams accounts and bring dispersed teams together.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/232273-the-microsoft-teams-app"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-53939020227857'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-15659715550023' href='https://support.freshdesk.com/en/support/solutions/articles/37559-working-with-the-ticket-list-view' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Advanced date filters</h6> <p>Give your team the option to filter and view tickets based on date fields like Resolved date and Closed date.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/37559-working-with-the-ticket-list-view"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-15659715550023'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-40019273072281' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+004707-report-sharing-in-freshdesk-analytics' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Report sharing for Groups in Freshdesk Analytics</h6> <p>Agents & admins managing reports can share them with different Agent Groups with multiple access levels</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+004707-report-sharing-in-freshdesk-analytics"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-40019273072281'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="October-2022" class="month-text"> October 2022 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-99178198483479' href='https://support.freshcaller.com/en/support/solutions/articles/60,000+004909-removing-country-restrictions' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Remove country restrictions</h6> <p>Avoid repeated documentation work and make calls instantly to restricted countries.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/en/support/solutions/articles/60,000+004909-removing-country-restrictions"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-99178198483479'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-69598735777920' href='https://support.freshdesk.com/en/support/solutions/articles/212889-creating-dynamic-sections' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Dynamic sections for default fields</h6> <p>Enable agents to only view the required fields in ticket forms based on the customer's input.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/212889-creating-dynamic-sections"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-69598735777920'); 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let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-73078672566816' href='https://support.freshcaller.com/en/support/solutions/articles/60,000+004909-removing-country-restrictions' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Remove country restrictions</h6> <p>Avoid repeated documentation work and make calls instantly to restricted countries.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/en/support/solutions/articles/60,000+004909-removing-country-restrictions"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-73078672566816'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-111357977244736' href='https://support.freshdesk.com/en/support/solutions/articles/212889-creating-dynamic-sections' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Dynamic sections for default fields</h6> <p>Enable agents to only view the required fields in ticket forms based on the customer's input.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/212889-creating-dynamic-sections"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-111357977244736'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="August-2022" class="month-text"> August 2022 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-163557029078206' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+001028-custom-reporting-basics' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">All-new Report Builder in Analytics</h6> <p>Easier and frictionless way to build reports with fewer clicks and transitions.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+001028-custom-reporting-basics"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-163557029078206'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-158337123894859' href='https://support.freshsuccess.com/en/support/solutions/articles/60,000+004286-slack-integration' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshsuccess</p> <h6 class="activity-title">Slack integration</h6> <p>Create & manage Slack threads within Freshsuccess to collaborate and delight customers.</p> <span class="link forward--link forward--link--label" href="https://support.freshsuccess.com/en/support/solutions/articles/60,000+004286-slack-integration"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-158337123894859'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-66118798989062' href='https://support.freshdesk.com/en/support/solutions/folders/60,000+000724' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Automation in Custom Objects</h6> <p>Set up automation rules with Custom Objects to perform ticket actions, update CO records, and more.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/folders/60,000+000724"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-66118798989062'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-142677408344900' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+004753-freshdesk-telephony-partner-extension-with-aircall' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p>Freshdesk</p> <h6 class="activity-title">Aircall - Freshdesk Telephony Partner Extension</h6> <p>Manage your Aircall account from your Freshdesk dashboard.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+004753-freshdesk-telephony-partner-extension-with-aircall"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-142677408344900'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-107878040455900' href='https://support.freshcaller.com/en/support/solutions/articles/60,000+004783-forwarding-calls-to-queue' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Queue Transfer</h6> <p>Effortlessly forward your ongoing call to a queue or an IVR.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/en/support/solutions/articles/60,000+004783-forwarding-calls-to-queue"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-107878040455900'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="July-2022" class="month-text"> July 2022 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-26099525916750' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+002117-set-up-auto-triage-to-automatically-classify-incoming-tickets' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Auto-triage enhancements</h6> <p>Use auto-triage, powered by Freddy AI, to get smart suggestions on ticket field properties.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+002117-set-up-auto-triage-to-automatically-classify-incoming-tickets"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-26099525916750'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-121797787611500' href='https://support.freshcaller.com/en/support/solutions/articles/60,000+003244-viewing-call-lifecycle/' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Call lifecycle events</h6> <p>Get more visibility into each call with our additional call lifecycle events.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/en/support/solutions/articles/60,000+003244-viewing-call-lifecycle/"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-121797787611500'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-127017692794850' href='https://support.freshcaller.com/en/support/solutions/articles/60,000+004288-making-parallel-calls' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Parallel Calling</h6> <p>Pause your current call, start a parallel conversation, and switch between the calls any number of times.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/en/support/solutions/articles/60,000+004288-making-parallel-calls"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-127017692794850'); 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let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-147897313528335' href='https://support.freshdesk.com/en/support/solutions/folders/60,000+000699' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Multiple ticket forms</h6> <p class="activity-description ellipsis-wrapper">Create multiple forms using a native form builder with a simple drag and drop experience.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/folders/60,000+000699"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-147897313528335'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-38279304677922' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+004257-freshdesk-telephony-partner-extension-with-five9' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Freshdesk Telephony Partner Extension</h6> <p class="activity-description ellipsis-wrapper">Bring your preferred telephony provider into Freshdesk effortlessly. Available now for Five9.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+004257-freshdesk-telephony-partner-extension-with-five9"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-38279304677922'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Integration"> <a id='calendar-card-83518482933648' href='https://www.freshworks.com/freshdesk/integrations/injixo/' target='_self' class="activity-card" data-filter="card-item" tags="Integration" aria-label=""> <div class="activity-header"> <span class="activity-type integration">Integration</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Workforce Management with injixo</h6> <p class="activity-description ellipsis-wrapper">Forecast, schedule, monitor performance in real-time, and effectively manage your call center workforce.</p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/freshdesk/integrations/injixo/"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-83518482933648'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="May-2022" class="month-text"> May 2022 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-154857187106228' href='https://support.freshdesk.com/en/support/solutions/articles/37611-setting-up-your-knowledge-base' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper resource-text-gray">Freshdesk</p> <h6 class="activity-title"><strong>Flexible Hierarchy</strong></h6> <p class="activity-description ellipsis-wrapper">Categorize articles with five folder levels and scale your knowledge base for smoother navigation and accessibility.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/37611-setting-up-your-knowledge-base"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-154857187106228'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="April-2022" class="month-text"> April 2022 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-158337123895132' href='https://support.freshdesk.com/en/support/solutions/folders/60,000+000688' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Average Handling Time</h6> <p class="activity-description ellipsis-wrapper">Automate time tracking and effectively monitor your team’s performance with AHT. </p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/folders/60,000+000688"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-158337123895132'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-151377250317324' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+003752-setting-up-your-customer-portal-' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Portals</h6> <p class="activity-description ellipsis-wrapper">Effortlessly create and manage multiple unique portals to deliver a tailor-made self-service experience</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+003752-setting-up-your-customer-portal-"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-151377250317324'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-74818640961436' href='https://support.freshcaller.com/en/support/solutions/articles/229385-managing-your-customers-in-wait-queue#Managing-Customers-in-Queue' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <p><strong>Live dashboard access for agents</strong></p> <p class="activity-description ellipsis-wrapper">Give your agents access to live dashboards so they can attend to calls based on priority.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/en/support/solutions/articles/229385-managing-your-customers-in-wait-queue#Managing-Customers-in-Queue"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-74818640961436'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Integration"> <a id='calendar-card-29579462705684' href='https://support.freshcaller.com/en/support/solutions/articles/60,000+003827-using-the-pcipal-payments-app' target='_self' class="activity-card" data-filter="card-item" tags="Integration" aria-label=""> <div class="activity-header"> <span class="activity-type integration">Integration</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <p><strong>PCI Pal app integration</strong></p> <p>Compliant with the PCI-DSS, the PCI Pal app ensures that your business transactions are safe and secure. </p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/en/support/solutions/articles/60,000+003827-using-the-pcipal-payments-app"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-29579462705684'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="March-2022" class="month-text"> March 2022 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Integration"> <a id='calendar-card-43499209861325' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+003972-understanding-freshsales-agent-roles-and-privileges' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Integration" aria-label=""> <div class="activity-header"> <span class="activity-type integration">Integration</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Connect Freshdesk-Freshsales</h6> <p class="activity-description ellipsis-wrapper">With a new Freshsales agent role, let your sales agents easily communicate with their contacts, create or update tickets, directly within Freshdesk.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+003972-understanding-freshsales-agent-roles-and-privileges"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-43499209861325'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-107878040456086' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+000067-the-jira-plus-app' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Atlassian JIRA Plus App</h6> <p class="activity-description ellipsis-wrapper">Equip your JIRA team with complete context of issues without having them switching between tabs as they can access inline images.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+000067-the-jira-plus-app"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-107878040456086'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="February-2022" class="month-text"> February 2022 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-144417376739599' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+004093-integration-with-injixo' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Workforce Management</h6> <p class="activity-description ellipsis-wrapper">Manage your workforce smartly, and strike the right balance between your team and customers with injixo.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+004093-integration-with-injixo"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-144417376739599'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="January-2022" class="month-text"> January 2022 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Integration"> <a id='calendar-card-113097945639445' href='https://support.freshdesk.com/a/solutions/articles/60,000+003931?lang=en&portalId=2' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Integration" aria-label=""> <div class="activity-header"> <span class="activity-type integration">Integration</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Freshdesk - GoodData</h6> <p class="activity-description ellipsis-wrapper">Leverage Freshdesk’s enterprise-grade analytics capabilities along with GoodData’s seamless analytics solutions to empower your business.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/a/solutions/articles/60,000+003931?lang=en&portalId=2"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-113097945639445'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="December-2021" class="month-text"> December 2021 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-40019273072442' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+003921-how-to-use-freshdesk-analytics-in-the-mobile-app' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-type "></span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Mobile Analytics</h6> <p class="activity-description ellipsis-wrapper">Get the power of Analytics web experience in your mobile apps.<br /> Android: app v 7.3 & above, iOS: app v 7.3 & above</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+003921-how-to-use-freshdesk-analytics-in-the-mobile-app"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-40019273072442'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-116577882428418' href='https://support.freshdesk.com/en/support/solutions/folders/275275' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-type "></span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Freshdesk Analytics</h6> <p class="activity-description ellipsis-wrapper">Get insights faster with a comprehensive set of curated reports to make data-driven business decisions.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/folders/275275"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-116577882428418'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-128757661189596' href='https://support.freshcaller.com/en/support/solutions/articles/60,000+003813-sharing-freshdesk-contact-center-account-between-omnichannel-and-freshworks-crm' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Shared phone channel</h6> <p class="activity-description ellipsis-wrapper">Access a common phone channel between your Omnichannel and Freshsales applications to seamlessly manage phone channel operations.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/en/support/solutions/articles/60,000+003813-sharing-freshdesk-contact-center-account-between-omnichannel-and-freshworks-crm"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-128757661189596'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="November-2021" class="month-text"> November 2021 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Integration"> <a id='calendar-card-10439810366724' href='https://www.freshworks.com/freshdesk/collaboration/freshdesk-freshservice-integration/' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Integration" aria-label=""> <div class="activity-header"> <span class="activity-type integration">Integration</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Freshdesk - Freshservice</h6> <p class="activity-description ellipsis-wrapper">Customer support teams on Freshdesk can raise incidents and service requests to internal teams on Freshservice to collaborate and resolve tickets faster.</p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/freshdesk/collaboration/freshdesk-freshservice-integration/"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-10439810366724'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="October-2021" class="month-text"> October 2021 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-120057819217326' href='https://support.freshcaller.com/en/support/solutions/articles/60,000+003187-enabling-call-transcriptions' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Post-call Transcription with search</h6> <p>Easily search for keywords/phrases in call transcripts and retrieve the details you are looking for in minutes.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/en/support/solutions/articles/60,000+003187-enabling-call-transcriptions"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-120057819217326'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="August-2021" class="month-text"> August 2021 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-48719115044740' href='https://support.freshdesk.com/en/support/solutions/articles/90479-configuring-a-custom-ssl-certificate-for-your-support-portal' target='_self' class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-type "></span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Automatic SSL Certification</h6> <p class="activity-description ellipsis-wrapper">Automatically get approval and publish the Freshworks SSL certification for your custom domain.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/90479-configuring-a-custom-ssl-certificate-for-your-support-portal"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-48719115044740'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-6959873577820' href='https://community.freshworks.com/product-updates/575' target='_self' class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-type "></span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Secure Gmail Authentication </h6> <p class="activity-description ellipsis-wrapper">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.</p> <span class="link forward--link forward--link--label" href="https://community.freshworks.com/product-updates/575"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-6959873577820'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="July-2021" class="month-text"> July 2021 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-107878040456210' href='https://www.freshworks.com/apps/freshcaller/routing_automation_rules_-_freshdesk/' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Routing Automation Public App</h6> <p>Route inbound calls or transfer to the right agent/group/call flow automatically based on Freshdesk ticket fields/ticket details.</p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/apps/freshcaller/routing_automation_rules_-_freshdesk/"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-107878040456210'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="June-2021" class="month-text"> June 2021 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-12179778761185' href='https://support.freshcaller.com/en/support/solutions/articles/229385-managing-your-customers-in-wait-queue' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Live Dashboard Enhancements</h6> <p class="activity-description ellipsis-wrapper">Now, supervisors can easily manage and prioritize customers waiting in the queue directly from the Live Dashboard.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/en/support/solutions/articles/229385-managing-your-customers-in-wait-queue"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-12179778761185'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Collaboration"> <a id='calendar-card-92218324906115' href='https://www.freshworks.com/freshdesk/collaboration/collaborators/' target='_self' class="activity-card" data-filter="card-item" tags="Collaboration" aria-label=""> <div class="activity-header"> <span class="activity-type collaboration">Collaboration</span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Collaborators</h6> <p class="activity-description ellipsis-wrapper">Collaborate with any agent, third-party, or colleague, across distributed teams to resolve complex issues. </p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/freshdesk/collaboration/collaborators/"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-92218324906115'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="April-2021" class="month-text"> April 2021 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-97438230089536' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+003495-working-with-the-all-new-admin-console' target='_self' class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-type "></span> </div> <p class="ellipsis-wrapper">Freshdesk</p> <h6 class="activity-title">Personalized admin console</h6> <p class="activity-description ellipsis-wrapper">With the newly refreshed admin page, navigate to essential features with ease and get AI-driven usage insights at a glance.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+003495-working-with-the-all-new-admin-console"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-97438230089536'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-165296997473320' href='https://zapier.com/apps/freshcaller/integrations' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Zapier Integration</h6> <p class="activity-description ellipsis-wrapper">With Zapier, you can make your own Zaps to connect Freshcaller with the other apps you use.</p> <span class="link forward--link forward--link--label" href="https://zapier.com/apps/freshcaller/integrations"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-165296997473320'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="March-2021" class="month-text"> March 2021 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-139197471556480' href='https://support.freshcaller.com/en/support/solutions/articles/60,000+003163-using-power-dialer' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Power Dialer</h6> <p class="activity-description ellipsis-wrapper">Eliminate the need to copy-paste phone numbers & save your agents' time by auto-dialing customer phone numbers in sequential order with Power Dialer.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/en/support/solutions/articles/60,000+003163-using-power-dialer"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-139197471556480'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="February-2021" class="month-text"> February 2021 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-111357977245184' href='https://support.freshcaller.com/en/support/solutions/articles/60,000+003244-viewing-call-lifecycle' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Call lifecycle</h6> <p class="activity-description ellipsis-wrapper">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.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/en/support/solutions/articles/60,000+003244-viewing-call-lifecycle"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-111357977245184'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="January-2021" class="month-text"> January 2021 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-167036965867872' href='https://support.freshcaller.com/en/support/solutions/articles/60,000+003148-working-with-contacts' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Contacts in Freshcaller Mobile App</h6> <p class="activity-description ellipsis-wrapper">You can now create, edit, and view contacts from your Freshcaller mobile app anywhere at any time.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/en/support/solutions/articles/60,000+003148-working-with-contacts"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-167036965867872'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="December-2020" class="month-text"> December 2020 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-29579462705769' href='https://www.freshworks.com/freshdesk/agent-shifts-management/' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-type "></span> </div> <h6 class="activity-title">Agent Shifts</h6> <p class="activity-description ellipsis-wrapper">Handle agent shifts easily and delight customers no matter when they contact you</p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/freshdesk/agent-shifts-management/"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-29579462705769'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-10439810366742' href='https://support.freshdesk.com/a/solutions/articles/60,000+003158?lang=en&portalId=2' target='_self' class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-type "></span> </div> <h6 class="activity-title">Out of Office scheduler </h6> <p class="activity-description ellipsis-wrapper">You can ensure tickets are not assigned to agents on leave. Customer responses are re-routed to available agents. </p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/a/solutions/articles/60,000+003158?lang=en&portalId=2"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-10439810366742'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="November-2020" class="month-text"> November 2020 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Freshdesk-Omnichannel"> <a id='calendar-card-146157345134388' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+003091-omnichannel-team-dashboards' target='_self' class="activity-card" data-filter="card-item" tags="Freshdesk-Omnichannel" aria-label=""> <div class="activity-header"> <span class="activity-type freshdesk-omnichannel">Freshdesk Omnichannel</span> </div> <h6 class="activity-title">Omnichannel Team Dashboards</h6> <p class="activity-description ellipsis-wrapper">Create custom dashboards for specific channels and get instant context about your team's performance</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+003091-omnichannel-team-dashboards"> Read More <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-146157345134388'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Freshdesk-Omnichannel"> <a id='calendar-card-52199051833710' href='https://support.freshdesk.com/en/support/discussions/topics/60,000+002981' target='_self' class="activity-card" data-filter="card-item" tags="Freshdesk-Omnichannel" aria-label=""> <div class="activity-header"> <span class="activity-type freshdesk-omnichannel">Freshdesk Omnichannel</span> </div> <h6 class="activity-title">Activity API and more</h6> <p class="activity-description ellipsis-wrapper">Receive queries from new sources, and add custom activites to the customer timeline </p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/discussions/topics/60,000+002981"> Read More <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-52199051833710'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="October-2020" class="month-text"> October 2020 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-71338704172778' href='https://support.freshcaller.com/support/solutions/articles/60,000+002981-using-the-freshcaller-mobile-app' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">New and improved Mobile App</h6> <p class="activity-description ellipsis-wrapper">The Android 2.0 mobile app has gotten an upgrade with an enhanced UI, updated screens, and additional on-call and post-call controls.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/support/solutions/articles/60,000+002981-using-the-freshcaller-mobile-app"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-71338704172778'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="September-2020" class="month-text"> September 2020 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-133977566373266' href='https://support.freshcaller.com/support/solutions/articles/60,000+002686-setting-up-call-tags' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Call Tagging</h6> <p class="activity-description ellipsis-wrapper">Categorize and label each inbound/outbound call and get a quick summary of the call at just a glance.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/support/solutions/articles/60,000+002686-setting-up-call-tags"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-133977566373266'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="August-2020" class="month-text"> August 2020 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Knowledge-base"> <a id='calendar-card-69598735778360' href='https://support.freshdesk.com/en/support/solutions/articles/60,000+002846-understanding-the-curated-knowledge-base-reports' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Knowledge-base" aria-label=""> <div class="activity-header"> <span class="activity-type knowledge-base">Knowledge base</span> </div> <h6 class="activity-title">Knowledge base analytics</h6> <p>Monitor your knowledge base performance and uncover key insights to optimize your content creation process</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/en/support/solutions/articles/60,000+002846-understanding-the-curated-knowledge-base-reports"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-69598735778360'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Freshdesk-Omnichannel"> <a id='calendar-card-132237597978884' href='https://support.freshdesk.com/support/solutions/articles/60,000+002834-how-to-use-the-omnichannel-dashboard' target='_self' class="activity-card" data-filter="card-item" tags="Freshdesk-Omnichannel" aria-label=""> <div class="activity-header"> <span class="activity-type freshdesk-omnichannel">Freshdesk Omnichannel</span> </div> <h6 class="activity-title">Omnichannel Dashboards</h6> <p class="activity-description ellipsis-wrapper">Monitor chat, phone, and ticket performance in real-time with one unified dashboard</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/60,000+002834-how-to-use-the-omnichannel-dashboard"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-132237597978884'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-73078672567278' href='https://support.freshcaller.com/support/solutions/articles/60,000+002826-filter-and-save-live-dashboard-views' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Save Live Dashboard Views</h6> <p class="activity-description ellipsis-wrapper">Filter and save your live dashboard views for easy and quick access.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/support/solutions/articles/60,000+002826-filter-and-save-live-dashboard-views"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-73078672567278'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="July-2020" class="month-text"> July 2020 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Knowledge-base"> <a id='calendar-card-102658135273140' href='https://support.freshdesk.com/support/solutions/articles/60,000+002362-working-with-article-templates' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Knowledge-base" aria-label=""> <div class="activity-header"> <span class="activity-type knowledge-base">Knowledge base</span> </div> <h6 class="activity-title">Article templates</h6> <p>Standardize your knowledge base by creating templates for your articles and save time on creating content.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/60,000+002362-working-with-article-templates"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-102658135273140'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Knowledge-base"> <a id='calendar-card-62638862200560' href='https://support.freshdesk.com/support/solutions/articles/235745-track-changes-using-audit-log' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Knowledge-base" aria-label=""> <div class="activity-header"> <span class="activity-type knowledge-base">Knowledge base</span> </div> <h6 class="activity-title">Audit log</h6> <p>Track the who, what and when of each change made to your knowledge base.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/235745-track-changes-using-audit-log"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-62638862200560'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-88738388117460' href='https://support.freshcaller.com/support/solutions/articles/60,000+002806-overview-of-free-local-incoming-minutes' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Free Incoming Call Minutes</h6> <p class="activity-description ellipsis-wrapper">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.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/support/solutions/articles/60,000+002806-overview-of-free-local-incoming-minutes"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-88738388117460'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="June-2020" class="month-text"> June 2020 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-8699841972300' href='https://support.freshcaller.com/support/solutions/articles/60,000+002321-overview-of-routing-automation' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Routing Automation</h6> <p class="activity-description ellipsis-wrapper">Automatically route callers based on real-time data stored in your business CRM or helpdesk systems.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/support/solutions/articles/60,000+002321-overview-of-routing-automation"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-8699841972300'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="May-2020" class="month-text"> May 2020 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-158337123895951' href='https://www.freshworks.com/freshdesk/customer-support/offline-availability-field-service-management-blog/' target='_self' class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-type "></span> </div> <h6 class="activity-title">FSM offline availability</h6> <p class="activity-description ellipsis-wrapper">Update your Freshdesk iOS and Android apps to make use of our new offline capabilities.</p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/freshdesk/customer-support/offline-availability-field-service-management-blog/"> Read More <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-158337123895951'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-6959873577844' href='https://support.freshdesk.com/support/solutions/articles/60,000+002099-automations-for-freshdesk-field-service-management-a-guide' target='_self' class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-type "></span> </div> <h6 class="activity-title">Automations in FSM</h6> <p class="activity-description ellipsis-wrapper">Simplify support workflows and make your support team more efficient with automations for FSM.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/60,000+002099-automations-for-freshdesk-field-service-management-a-guide"> Read More <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-6959873577844'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-86998419723050' href='https://support.freshdesk.com/support/solutions/articles/60,000+001699-setting-up-dynamic-queue-preferences-with-omniroute' target='_self' class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-type "></span> </div> <h6 class="activity-title">Dynamic Queue Prioritization</h6> <p class="activity-description ellipsis-wrapper">Prioritize incoming tickets based on different criteria in Omniroute™.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/60,000+001699-setting-up-dynamic-queue-preferences-with-omniroute"> Read More <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-86998419723050'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-113097945639965' href='https://www.freshworks.com/freshdesk/freddy-ai-for-cx/self-service/' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <h6 class="activity-title">Freddy AI for Customers</h6> <p>Improve self-service on all channels for customers and lead them to resolutions, with Freddy AI.</p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/freshdesk/freddy-ai-for-cx/self-service/"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-113097945639965'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-36539336283681' href='https://www.freshworks.com/freshdesk/omni/freddy-ai-copilot/' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <h6 class="activity-title">Freddy AI for Agents</h6> <p>Remove the busy-work from your agents' daily lives and unlock a world of productivity with Freddy AI. </p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/freshdesk/omni/freddy-ai-copilot/"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-36539336283681'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Enhancement"> <a id='calendar-card-60898893806135' href='https://support.freshcaller.com/support/solutions/articles/60,000+002089-freshworks-commitment-towards-hipaa-compliance' target='_self' class="activity-card" data-filter="card-item" tags="Enhancement" aria-label=""> <div class="activity-header"> <span class="activity-type enhancement">Enhancement</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">HIPAA Compliance</h6> <p class="activity-description ellipsis-wrapper">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).</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/support/solutions/articles/60,000+002089-freshworks-commitment-towards-hipaa-compliance"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-60898893806135'); 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let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-137457503162498' href='https://support.freshdesk.com/support/solutions/articles/37557-integrating-a-facebook-page-with-your-helpdesk' target='_self' class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-type "></span> </div> <h6 class="activity-title">Facebook dark posts support</h6> <p class="activity-description ellipsis-wrapper">Automatically convert Facebook ad comments into tickets.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/37557-integrating-a-facebook-page-with-your-helpdesk"> Read More <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-137457503162498'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Knowledge-base"> <a id='calendar-card-34799367889240' href='https://support.freshdesk.com/support/solutions/articles/235358-personalize-your-support-using-customer-segments' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Knowledge-base" aria-label=""> <div class="activity-header"> <span class="activity-type knowledge-base">Knowledge base</span> </div> <h6 class="activity-title">Customer segments</h6> <p>Personalize the knowledge base further by making relevant content visible to specific customer segments</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/235358-personalize-your-support-using-customer-segments"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-34799367889240'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Knowledge-base"> <a id='calendar-card-20879620733544' href='https://support.freshdesk.com/support/solutions/articles/60,000+002051-using-advanced-formatting-options-in-the-knowledge-base' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Knowledge-base" aria-label=""> <div class="activity-header"> <span class="activity-type knowledge-base">Knowledge base</span> </div> <h6 class="activity-title">Advanced content formatting</h6> <p>Improve your article readability with the table of content, callout cards, image annotations, and more.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/60,000+002051-using-advanced-formatting-options-in-the-knowledge-base"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-20879620733544'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-111357977245632' href='https://support.freshdesk.com/support/solutions/articles/60,000+001159-how-to-delete-or-archive-a-ticket-field-you-created-' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-type "></span> </div> <h6 class="activity-title">Archive ticket fields </h6> <p class="activity-description ellipsis-wrapper">Temporarily remove ticket fields without deleting them from your Freshdesk account and restore them later. </p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/60,000+001159-how-to-delete-or-archive-a-ticket-field-you-created-"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-111357977245632'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Analytics"> <a id='calendar-card-172256871051837' href='https://support.freshdesk.com/support/solutions/articles/60,000+001736-how-to-apply-three-level-drill-down-on-widget-data' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Analytics" aria-label=""> <div class="activity-header"> <span class="activity-type analytics">Analytics</span> </div> <h6 class="activity-title">Three-level data drill down</h6> <p class="activity-description ellipsis-wrapper">Identify gaps faster by narrowing down on red flags up to three levels.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/60,000+001736-how-to-apply-three-level-drill-down-on-widget-data"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-172256871051837'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-66118798989594' href='https://support.freshcaller.com/support/solutions/articles/60,000+001742-configuring-data-scoping-for-supervisors' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Data Scoping</h6> <p class="activity-description ellipsis-wrapper">Control the range of data your supervisors can see in your account with data scoping.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/support/solutions/articles/60,000+001742-configuring-data-scoping-for-supervisors"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-66118798989594'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="March-2020" class="month-text"> March 2020 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Knowledge-base"> <a id='calendar-card-40019273072649' href='https://support.freshdesk.com/support/solutions/articles/236174-how-to-link-one-solution-article-to-another-' target='_self' class="activity-card" data-filter="card-item" tags="Knowledge-base" aria-label=""> <div class="activity-header"> <span class="activity-type knowledge-base">Knowledge base</span> </div> <h6 class="activity-title">Interlinking articles</h6> <p>Search for articles that can be linked to the content you are working on, without leaving the knowledge base text editor</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/236174-how-to-link-one-solution-article-to-another-"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-40019273072649'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Help-widget"> <a id='calendar-card-120057819217947' href='https://www.freshworks.com/freshdesk/customer-engagement/help-widget/' target='_self' class="activity-card" data-filter="card-item" tags="Help-widget" aria-label=""> <div class="activity-header"> <span class="activity-type help-widget">Help widget</span> </div> <h6 class="activity-title">Customer journey</h6> <p class="activity-description ellipsis-wrapper">Agents can see the last five articles a customer viewed before they submitted a ticket.</p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/freshdesk/customer-engagement/help-widget/"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-120057819217947'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Help-widget"> <a id='calendar-card-73078672567488' href='https://www.freshworks.com/freshdesk/customer-engagement/help-widget/' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Help-widget" aria-label=""> <div class="activity-header"> <span class="activity-type help-widget">Help widget</span> </div> <h6 class="activity-title">Readability improvements</h6> <p class="activity-description ellipsis-wrapper">Customers can preview images in a larger area and open solution articles in the portal from the help widget.</p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/freshdesk/customer-engagement/help-widget/"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-73078672567488'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Analytics"> <a id='calendar-card-3479936788928' href='https://support.freshdesk.com/support/solutions/articles/60,000+001715-text-widgets-and-widget-styling-in-custom-reports' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Analytics" aria-label=""> <div class="activity-header"> <span class="activity-type analytics">Analytics</span> </div> <h6 class="activity-title">Text widget and widget styling</h6> <p>Customize widgets the way you want and add more context with text.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/60,000+001715-text-widgets-and-widget-styling-in-custom-reports"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-3479936788928'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Analytics"> <a id='calendar-card-95698261695520' href='https://support.freshdesk.com/support/solutions/articles/60,000+001714-build-your-own-chart-widgets-in-analytics' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Analytics" aria-label=""> <div class="activity-header"> <span class="activity-type analytics">Analytics</span> </div> <h6 class="activity-title">Build your own chart widgets</h6> <p class="activity-description ellipsis-wrapper">Create widgets specific to your use case without having to tweak the existing templates.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/60,000+001714-build-your-own-chart-widgets-in-analytics"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-95698261695520'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Help-widget"> <a id='calendar-card-29579462705888' href='https://support.freshdesk.com/support/solutions/articles/60,000+001663-showing-specific-solution-articles-based-on-pages-on-your-website' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Help-widget" aria-label=""> <div class="activity-header"> <span class="activity-type help-widget">Help widget</span> </div> <h6 class="activity-title">Contextual solution articles</h6> <p class="activity-description ellipsis-wrapper">Show specific solution articles on the help widget based on the web page (URL) that your customers are on.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/60,000+001663-showing-specific-solution-articles-based-on-pages-on-your-website"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-29579462705888'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-55678988622848' href='https://support.freshcaller.com/support/solutions/articles/60,000+001662-introduction-to-voicebot' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Voicebot</h6> <p class="activity-description ellipsis-wrapper">The Freshcaller's voice bot, powered by Freddy, instantly provides solutions to customers' frequently asked questions.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/support/solutions/articles/60,000+001662-introduction-to-voicebot"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-55678988622848'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-90478356512180' href='https://support.freshcaller.com/support/solutions/articles/60,000+001702-configuring-and-managing-speech-enabled-ivr' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Speech-enabled IVR</h6> <p class="activity-description ellipsis-wrapper">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</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/support/solutions/articles/60,000+001702-configuring-and-managing-speech-enabled-ivr"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-90478356512180'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="February-2020" class="month-text"> February 2020 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-1739968394465' href='https://developer.freshdesk.com/api/#ticket-fields' target='_self' class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-type "></span> </div> <h6 class="activity-title">Update Ticket Fields via APIs</h6> <p class="activity-description ellipsis-wrapper">Create, read, update, and delete custom ticket fields in Freshdesk via APIs.</p> <span class="link forward--link forward--link--label" href="https://developer.freshdesk.com/api/#ticket-fields"> Read More <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-1739968394465'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-173996839446500' href='https://support.freshdesk.com/support/discussions/topics/60,000+001345' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-type "></span> </div> <h6 class="activity-title">SLAs for every response</h6> <p class="activity-description ellipsis-wrapper">Ensure that customers get a quick response, every single time.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/discussions/topics/60,000+001345"> learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-173996839446500'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Help-widget"> <a id='calendar-card-130497629584875' href='https://developers.freshdesk.com/widget-api/#disable-fields' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Help-widget" aria-label=""> <div class="activity-header"> <span class="activity-type help-widget">Help widget</span> </div> <h6 class="activity-title">Disable ticket fields</h6> <p class="activity-description ellipsis-wrapper">Disable any field in the help widget's contact form using the disable fields API.</p> <span class="link forward--link forward--link--label" href="https://developers.freshdesk.com/widget-api/#disable-fields"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-130497629584875'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Knowledge-base"> <a id='calendar-card-133977566373805' href='https://support.freshdesk.com/support/solutions/articles/60,000+001161-how-to-use-the-approval-workflow-to-collaborate-with-your-team' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Knowledge-base" aria-label=""> <div class="activity-header"> <span class="activity-type knowledge-base">Knowledge base</span> </div> <h6 class="activity-title">Approval workflow</h6> <p>Handle your content review process right within the knowledge base and stay in the loop from end to end.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/60,000+001161-how-to-use-the-approval-workflow-to-collaborate-with-your-team"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-133977566373805'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-6959873577864' href='https://support.freshcaller.com/support/solutions/articles/60,000+001622-receiving-csat-feedback-through-ivr' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Post call IVR CSAT Survey</h6> <p class="activity-description ellipsis-wrapper">The IVR customer satisfaction survey (CSAT) allows you to capture feedback for all incoming calls from end-users via an IVR call flow.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/support/solutions/articles/60,000+001622-receiving-csat-feedback-through-ivr"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-6959873577864'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="January-2020" class="month-text"> January 2020 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="signature,FSM"> <a id='calendar-card-3479936788932' href='https://support.freshdesk.com/support/solutions/articles/60,000+001112-customer-signatures-for-service-tasks' target='_self' class="activity-card" data-filter="card-item" tags="signature,-FSM" aria-label=""> <div class="activity-header"> <span class="activity-type signature,-fsm">signature, FSM</span> </div> <h6 class="activity-title">Customer Signatures in FSM</h6> <p class="activity-description ellipsis-wrapper">Get customers to sign off on completed tasks via the Freshdesk mobile app. </p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/60,000+001112-customer-signatures-for-service-tasks"> Read More <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-3479936788932'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="contact,timeline"> <a id='calendar-card-27839494311456' href='https://www.freshworks.com/freshdesk/customer-timeline/' target='_self' class="activity-card" data-filter="card-item" tags="contact,-timeline" aria-label=""> <div class="activity-header"> <span class="activity-type contact,-timeline">contact, timeline</span> </div> <h6 class="activity-title">Omnichannel Customer timeline</h6> <p class="activity-description ellipsis-wrapper">Keep track of your customer's past interactions in a single place. </p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/freshdesk/customer-timeline/"> Read More <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-27839494311456'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Help-widget"> <a id='calendar-card-128757661190484' href='https://developers.freshdesk.com/widget-api/#authenticating-customers' target='_self' class="activity-card" data-filter="card-item" tags="Help-widget" aria-label=""> <div class="activity-header"> <span class="activity-type help-widget">Help widget</span> </div> <h6 class="activity-title">Showing restricted help content</h6> <p class="activity-description ellipsis-wrapper">Restrict the contact form and solution articles to certain customers (for e.g., premium users).</p> <span class="link forward--link forward--link--label" href="https://developers.freshdesk.com/widget-api/#authenticating-customers"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-128757661190484'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Help-widget"> <a id='calendar-card-85258451328834' href='https://developers.freshdesk.com/widget-api/#solutions' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Help-widget" aria-label=""> <div class="activity-header"> <span class="activity-type help-widget">Help widget</span> </div> <h6 class="activity-title">Display specific solution articles</h6> <p class="activity-description ellipsis-wrapper">Open a specific solution article in the widget when your customers click on a link that you specify.</p> <span class="link forward--link forward--link--label" href="https://developers.freshdesk.com/widget-api/#solutions"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-85258451328834'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="New"> <a id='calendar-card-1739968394467' href='https://support.freshcaller.com/support/solutions/articles/60,000+001126-configuring-agent-extension-call-flow' target='_self' class="activity-card" data-filter="card-item" tags="New" aria-label=""> <div class="activity-header"> <span class="activity-type new">New</span> </div> <p class="ellipsis-wrapper">Freshcaller</p> <h6 class="activity-title">Agent Extensions</h6> <p class="activity-description ellipsis-wrapper">Directly reach specific agents using a 4 digit extension. Additionally, agents can edit/enable/disable their extension number.</p> <span class="link forward--link forward--link--label" href="https://support.freshcaller.com/support/solutions/articles/60,000+001126-configuring-agent-extension-call-flow"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-1739968394467'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="December-2019" class="month-text"> December 2019 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="log-time,ios,android,fsm"> <a id='calendar-card-80038546145528' href='https://support.freshdesk.com/support/solutions/articles/60,000+001105-time-tracking-for-tickets-via-the-mobile-app' target='_self' class="activity-card" data-filter="card-item" tags="log-time,-ios,-android,-fsm" aria-label=""> <div class="activity-header"> <span class="activity-date">December 20, 2019 </span> <span class="activity-type log-time,-ios,-android,-fsm">log time, ios, android, fsm</span> </div> <h6 class="activity-title">Time Logs via iOS and Android apps</h6> <p class="activity-description ellipsis-wrapper">Log time spent on supporting customers via Freshdesk iOS and Android apps.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/60,000+001105-time-tracking-for-tickets-via-the-mobile-app"> Read More <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-80038546145528'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Knowledge-base"> <a id='calendar-card-137457503163209' href='https://support.freshdesk.com/support/solutions/articles/60,000+001088-working-with-article-versioning' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Knowledge-base" aria-label=""> <div class="activity-header"> <span class="activity-date">December 12, 2019 </span> <span class="activity-type knowledge-base">Knowledge base</span> </div> <h6 class="activity-title">Article Versioning</h6> <p>Create multiple versions of an article, track how your content has evolved and restore the best version at any time.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/60,000+001088-working-with-article-versioning"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-137457503163209'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="November-2019" class="month-text"> November 2019 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Knowledge-base"> <a id='calendar-card-78298577751240' href='https://support.freshdesk.com/support/solutions/articles/225163-is-it-possible-to-export-the-solution-articles-' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Knowledge-base" aria-label=""> <div class="activity-header"> <span class="activity-date">November 27, 2019 </span> <span class="activity-type knowledge-base">Knowledge base</span> </div> <h6 class="activity-title">Export article data</h6> <p>Export all the properties and metadata for the required list of articles to get more insights</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/225163-is-it-possible-to-export-the-solution-articles-"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-78298577751240'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-92218324907016' href='https://support.freshdesk.com/support/discussions/topics/60,000+000773' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">November 26, 2019 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Attachments in Social Replies</h6> <p class="activity-description ellipsis-wrapper">You can now send documents, images, and gifs as attachments in your social media replies.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/discussions/topics/60,000+000773"> Learn More <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-92218324907016'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-15659715550257' href='https://support.freshdesk.com/support/discussions/topics/24167' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">November 14, 2019 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Multilingual Customer Satisfaction Surveys</h6> <p class="activity-description ellipsis-wrapper">Start connecting and collecting feedback from customers across the globe in a language they speak. </p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/discussions/topics/24167"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-15659715550257'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-140937439952313' href='https://support.freshdesk.com/support/solutions/articles/37562-replying-to-a-ticket' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">November 11, 2019 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Search Enhancements </h6> <p class="activity-description ellipsis-wrapper">The new search enhancements lets users locate solutions, tickets, contacts, and forums in a more efficient way.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/37562-replying-to-a-ticket"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-140937439952313'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-127017692796602' href='https://support.freshdesk.com/support/solutions/articles/219702-how-search-in-freshdesk-works' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">November 11, 2019 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Ticket Field Editor</h6> <p class="activity-description ellipsis-wrapper">Agents can now format the content in the text editor to the company's default font in a single click. </p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/219702-how-search-in-freshdesk-works"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-127017692796602'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="October-2019" class="month-text"> October 2019 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-6959873577896' href='https://support.freshdesk.com/support/discussions/topics/60,000+000490' target='_self' class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">October 25, 2019 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Introducing Answer Bot</h6> <p class="activity-description ellipsis-wrapper">Deliver precise answers to your customers' questions, trigger conversational bot flows, and engage in small talk.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/discussions/topics/60,000+000490"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-6959873577896'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Help-widget"> <a id='calendar-card-127017692796675' href='https://support.freshdesk.com/support/solutions/articles/239273' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Help-widget" aria-label=""> <div class="activity-header"> <span class="activity-date">October 22, 2019 </span> <span class="activity-type help-widget">Help widget</span> </div> <h6 class="activity-title">One-click screenshots</h6> <p class="activity-description ellipsis-wrapper">Make it easy for your customers to attach screenshots when they submit questions via the help widget</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/239273"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-127017692796675'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Knowledge-base"> <a id='calendar-card-66118798990050' href='https://support.freshdesk.com/support/solutions/articles/60,000+000585-what-s-new-with-the-freshdesk-knowledge-base' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Knowledge-base" aria-label=""> <div class="activity-header"> <span class="activity-date">October 17, 2019 </span> <span class="activity-type knowledge-base">Knowledge base</span> </div> <h6 class="activity-title">Knowledge Base Reimagined</h6> <p>Perform bulk actions, filter articles and manage content for multiple products and languages more efficiently.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/60,000+000585-what-s-new-with-the-freshdesk-knowledge-base"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-66118798990050'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-15659715550275' href='https://support.freshdesk.com/support/discussions/topics/60,000+000548' target='_self' class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">October 15, 2019 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">New and Simplified Email Setup</h6> <p class="activity-description ellipsis-wrapper">Set up your email inboxes in no time, with the redesigned email setup page.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/discussions/topics/60,000+000548"> Learn More <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-15659715550275'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Knowledge-base"> <a id='calendar-card-33059399495044' href='https://support.freshdesk.com/support/solutions/articles/60,000+001045-score-card-widget-in-freshdesk-ios-app' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Knowledge-base" aria-label=""> <div class="activity-header"> <span class="activity-date">October 09, 2019 </span> <span class="activity-type knowledge-base">Knowledge base</span> </div> <h6 class="activity-title">iOS widget - October</h6> <p class="activity-description ellipsis-wrapper">You can pin the iOS widget to your Today view and keep track of the count of your actionable tickets. </p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/60,000+001045-score-card-widget-in-freshdesk-ios-app"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-33059399495044'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="July-2019" class="month-text"> July 2019 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-81778514540372' href='https://www.freshworks.com/freshdesk/fsm/' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">July 18, 2019 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Field Service Management</h6> <p>Plan your field technicians' schedules, pass on customer information to them and live-track progress as they solve problems on-site.</p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/freshdesk/fsm/"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-81778514540372'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="Help-widget"> <a id='calendar-card-135717534769206' href='https://developers.freshdesk.com/widget-api/#hide-fields' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Help-widget" aria-label=""> <div class="activity-header"> <span class="activity-date">July 01, 2019 </span> <span class="activity-type help-widget">Help widget</span> </div> <h6 class="activity-title">Hide Ticket Fields</h6> <p class="activity-description ellipsis-wrapper">Hide ticket fields in the help widget's contact form using the hide ticket fields API.</p> <span class="link forward--link forward--link--label" href="https://developers.freshdesk.com/widget-api/#hide-fields"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-135717534769206'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="June-2019" class="month-text"> June 2019 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="REVAMP"> <a id='calendar-card-69598735779080' href='https://support.freshdesk.com/support/solutions/articles/60,000+000042-what-s-changed-in-automations' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="REVAMP" aria-label=""> <div class="activity-header"> <span class="activity-date">June 27, 2019 </span> <span class="activity-type revamp">REVAMP</span> </div> <h6 class="activity-title">Automations</h6> <p>Save both time and effort by automating mundane and repetitive tasks in your helpdesk.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/60,000+000042-what-s-changed-in-automations"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-69598735779080'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="BETA"> <a id='calendar-card-24359557522692' href='https://www.freshworks.com/freshdesk/omnichannel-helpdesk/omniroute/' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="BETA" aria-label=""> <div class="activity-header"> <span class="activity-date">June 27, 2019 </span> <span class="activity-type beta">BETA</span> </div> <h6 class="activity-title">Omniroute™</h6> <p>Balance agent workload from across multiple channels all in one place.</p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/freshdesk/omnichannel-helpdesk/omniroute/"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-24359557522692'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-111357977246592' href='https://support.freshdesk.com/a/solutions/articles/239337' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">June 27, 2019 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Multilingual Ticket Forms</h6> <p>Admins can setup translations for ticket fields based on the various languages configured in the helpdesk.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/a/solutions/articles/239337"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-111357977246592'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="BETA"> <a id='calendar-card-172256871053421' href='https://www.freshworks.com/freshdesk/reporting-analytics/' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="BETA" aria-label=""> <div class="activity-header"> <span class="activity-date">June 17, 2019 </span> <span class="activity-type beta">BETA</span> </div> <h6 class="activity-title">Analytics</h6> <p>Monitor your team’s performance along with the metrics most relevant to you.</p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/freshdesk/reporting-analytics/"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-172256871053421'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="April-2019" class="month-text"> April 2019 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="Beta"> <a id='calendar-card-109618008852177' href='https://www.freshworks.com/freshdesk/fsm/' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="Beta" aria-label=""> <div class="activity-header"> <span class="activity-date">April 04, 2019 </span> <span class="activity-type beta">Beta</span> </div> <h6 class="activity-title">Field Service Management</h6> <p class="activity-description ellipsis-wrapper">Create service tasks for field technicians to track and solve problems in person. Deliver solutions in the field, wherever your customers are. </p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/freshdesk/fsm/"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-109618008852177'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-116577882430093' href='https://support.freshdesk.com/a/solutions/articles/238137' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">April 11, 2019 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">WhatsApp Integration</h6> <p>Convert your one-on-one conversations including images or GIFs on WhatsApp into tickets and handle them from your Freshdesk with ease.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/a/solutions/articles/238137"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-116577882430093'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="March-2019" class="month-text"> March 2019 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-121797787613600' href='https://support.freshdesk.com/support/solutions/articles/37562-replying-to-a-ticket' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">March 07, 2019 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Undo Send</h6> <p>Clicked on ‘Send’ even before the email was ready? Use the ‘Undo Send’ button to stop accidental replies!</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/37562-replying-to-a-ticket"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-121797787613600'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-137457503163920' href='https://support.freshdesk.com/a/solutions/articles/239341' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">March 14, 2019 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Sorting ticket conversations</h6> <p>Sort the order in which you'd like to see conversations within your ticket details page.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/a/solutions/articles/239341"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-137457503163920'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags="BETA"> <a id='calendar-card-38279304678582' href='https://www.freshworks.com/freshdesk/customer-engagement/help-widget/' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="BETA" aria-label=""> <div class="activity-header"> <span class="activity-date">March 21, 2019 </span> <span class="activity-type beta">BETA</span> </div> <h6 class="activity-title">Help Widget</h6> <p>Embed help content and allow customers to submit questions right within your website.</p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/freshdesk/customer-engagement/help-widget/"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-38279304678582'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="February-2019" class="month-text"> February 2019 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-19139652339291' href='https://support.freshdesk.com/support/solutions/articles/233919' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">February 14, 2019 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Canned Forms</h6> <p>Customize and use these readily accessible form templates to resolve major service requests faster.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/233919"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-19139652339291'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="January-2019" class="month-text"> January 2019 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-57418957017906' href='https://support.freshdesk.com/support/solutions/articles/235358-personalize-your-support-using-customer-segments' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">January 23, 2019 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Customer Segments</h6> <p class="activity-description ellipsis-wrapper">Provide personalized support in your helpdesk by classifying users based on their support needs.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/235358-personalize-your-support-using-customer-segments"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-57418957017906'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags="REVAMP"> <a id='calendar-card-97438230090992' href='https://www.freshworks.com/freshdesk/mobile/' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="REVAMP" aria-label=""> <div class="activity-header"> <span class="activity-date">January 20, 2019 </span> <span class="activity-type revamp">REVAMP</span> </div> <h6 class="activity-title">Freshdesk Mobile App</h6> <p>Access the full power of a helpdesk from anywhere you go with Freshdesk Mobile apps.</p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/freshdesk/mobile/"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-97438230090992'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="December-2018" class="month-text"> December 2018 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-95698261696510' href='https://www.freshworks.com/freshdesk/proactive-support/' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">December 24, 2018 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Proactive Outreach </h6> <p class="activity-description ellipsis-wrapper">Integrate Freshdesk with Shopify, and reach out to customers proactively when they abandon carts. </p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/freshdesk/proactive-support/"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-95698261696510'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="October-2018" class="month-text"> October 2018 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-111357977246912' href='https://www.freshworks.com/freshdesk/sandbox/' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">October 18, 2018 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Sandbox</h6> <p class="activity-description ellipsis-wrapper">Sandbox creates a secure test environment for helpdesk admins to try new features and settings in Freshdesk…</p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/freshdesk/sandbox/"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-111357977246912'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="September-2018" class="month-text"> September 2018 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-48719115045524' href='https://www.freshworks.com/freshdesk/secure-helpdesk/audit-log/' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">September 21, 2018 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Audit Log</h6> <p class="activity-description ellipsis-wrapper">Monitor changes easily and stay informed about the actions occurring in your support desk with Audit Log.</p> <span class="link forward--link forward--link--label" href="https://www.freshworks.com/freshdesk/secure-helpdesk/audit-log/"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-48719115045524'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="August-2018" class="month-text"> August 2018 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-5219905183452' href='https://support.freshdesk.com/support/solutions/articles/235353-how-to-integrate-freshmarketer-s-session-replay-with-freshdesk-?_ga=2.18801529.1722380672.1548656683-688533901.1545901528' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">August 18, 2018 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Session Replay by Freshmarketer</h6> <p>Watch a video playback of your customers’ activity on your portal to understand their problems better.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/235353-how-to-integrate-freshmarketer-s-session-replay-with-freshdesk-?_ga=2.18801529.1722380672.1548656683-688533901.1545901528"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-5219905183452'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="July-2018" class="month-text"> July 2018 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-20879620733808' href='https://support.freshdesk.com/support/solutions/articles/195382-the-shopify-app?_ga=2.46514663.1722380672.1548656683-688533901.1545901528' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">July 12, 2018 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Shopify App</h6> <p class="activity-description ellipsis-wrapper">Get complete context, issue refunds and cancel orders right from inside Freshdesk.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/195382-the-shopify-app?_ga=2.46514663.1722380672.1548656683-688533901.1545901528"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-20879620733808'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="June-2018" class="month-text"> June 2018 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-69598735779400' href='https://support.freshdesk.com/support/solutions/articles/37563-rebranding-your-support-portal-to-reflect-your-theme?_ga=2.119849544.1722380672.1548656683-688533901.1545901528' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">June 22, 2018 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Agent portal branding</h6> <p class="activity-description ellipsis-wrapper">Customize your Freshdesk agent portal to reflect your company’s branding.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/37563-rebranding-your-support-portal-to-reflect-your-theme?_ga=2.119849544.1722380672.1548656683-688533901.1545901528"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-69598735779400'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-92218324907705' href='https://www.youtube.com/watch?v=fYM03xP6SI4' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">June 22, 2018 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Team Dashboards</h6> <p class="activity-description ellipsis-wrapper">Monitor your teams easily and take data-driven decisions to hit your support targets with customizable Team…</p> <span class="link forward--link forward--link--label" href="https://www.youtube.com/watch?v=fYM03xP6SI4"> Watch video <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-92218324907705'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="April-2018" class="month-text"> April 2018 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-5219905183455' href='https://www.youtube.com/watch?v=3FYAO8ixtsE&feature=youtu.be' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">April 20, 2018 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Freshdesk Freshchat integration</h6> <p class="activity-description ellipsis-wrapper">Customers can now connect their Freshchat account with Freshdesk and answer chats from right within their…</p> <span class="link forward--link forward--link--label" href="https://www.youtube.com/watch?v=3FYAO8ixtsE&feature=youtu.be"> Watch video <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-5219905183455'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-1739968394486' href='https://support.freshdesk.com/support/solutions/articles/232273-the-microsoft-teams-app/?_ga=2.123527627.1722380672.1548656683-688533901.1545901528' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">April 17, 2018 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Microsoft Teams Integration</h6> <p class="activity-description ellipsis-wrapper">Receive instant notifications on Teams whenever there’s an update on the tickets assigned to you in Freshdesk.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/232273-the-microsoft-teams-app/?_ga=2.123527627.1722380672.1548656683-688533901.1545901528"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-1739968394486'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-20879620733832' href='https://support.freshdesk.com/support/solutions/articles/180033-setting-up-a-multi-language-support-portal-with-freshdesk?_ga=2.53412584.1722380672.1548656683-688533901.1545901528' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">April 12, 2018 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Language support on Freshdesk Mint</h6> <p class="activity-description ellipsis-wrapper">We now support Polish, Spanish, Finnish and Norwegian in the Freshdesk Mint Experience.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/180033-setting-up-a-multi-language-support-portal-with-freshdesk?_ga=2.53412584.1722380672.1548656683-688533901.1545901528"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-20879620733832'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-27839494311792' href='https://support.freshdesk.com/support/solutions/articles/232355-the-google-drive-app?_ga=2.110937925.1722380672.1548656683-688533901.1545901528' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">April 08, 2018 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Google Drive integration for Mint</h6> <p class="activity-description ellipsis-wrapper">Agents can easily share files from their Google Drive accounts while responding to customers.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/232355-the-google-drive-app?_ga=2.110937925.1722380672.1548656683-688533901.1545901528"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-27839494311792'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-100918166880246' href='https://support.freshdesk.com/support/solutions/articles/55359-the-dropbox-app?_ga=2.20450040.1722380672.1548656683-688533901.1545901528' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">April 04, 2018 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Dropbox integration for Mint</h6> <p class="activity-description ellipsis-wrapper">Access your Dropbox files right from a ticket and share it with your customers.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/55359-the-dropbox-app?_ga=2.20450040.1722380672.1548656683-688533901.1545901528"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-100918166880246'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-6959873577952' href='https://www.youtube.com/watch?v=jBQJPrI-Vl4' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">April 01, 2018 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Social signals</h6> <p class="activity-description ellipsis-wrapper">An AI entity that automatically finds tweets relevant to your support team and cancels out the noise.</p> <span class="link forward--link forward--link--label" href="https://www.youtube.com/watch?v=jBQJPrI-Vl4"> Watch video <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-6959873577952'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="March-2018" class="month-text"> March 2018 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-93958293302352' href='https://support.freshdesk.com/support/solutions/articles/232562-give-your-team-more-context-with-the-summary-app-?_ga=2.83345878.1722380672.1548656683-688533901.1545901528' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">March 08, 2018 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">The Summary App</h6> <p class="activity-description ellipsis-wrapper">The Summary app adds a section on top of the ticket which teams can use to write down a summary of problems…</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/232562-give-your-team-more-context-with-the-summary-app-?_ga=2.83345878.1722380672.1548656683-688533901.1545901528"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-93958293302352'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-53939020229128' href='https://support.freshdesk.com/support/solutions/articles/232124-how-to-get-google-hangouts-notifications-on-your-freshdesk-tickets-?_ga=2.115329735.1722380672.1548656683-688533901.1545901528' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">March 15, 2018 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Google Hangouts Chat Integration</h6> <p class="activity-description ellipsis-wrapper">With the Hangouts chat integration, you can get notified when customers respond or when tickets are updated…</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/232124-how-to-get-google-hangouts-notifications-on-your-freshdesk-tickets-?_ga=2.115329735.1722380672.1548656683-688533901.1545901528"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-53939020229128'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-73078672568538' href='https://support.freshdesk.com/support/solutions/articles/232272-add-reminders-in-freshdesk?_ga=2.81732183.1722380672.1548656683-688533901.1545901528' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">March 22, 2018 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">To do Reminders</h6> <p class="activity-description ellipsis-wrapper">Add reminders for the to-do’s that you’ve set in Freshdesk. When your customers ask you to call them or reach out…</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/232272-add-reminders-in-freshdesk?_ga=2.81732183.1722380672.1548656683-688533901.1545901528"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-73078672568538'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="February-2018" class="month-text"> February 2018 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <div id='calendar-card-151377250320543' class="activity-card" data-filter="card-item" tags=""> <div class="activity-header"> <span class="activity-date">February 23, 2018 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Read Receipts in Team Huddle</h6> <p class="activity-description ellipsis-wrapper">With read receipts, you’ll know if the intended recipient has read your message</p> <br/> </div> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-151377250320543'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-151377250320630' href='https://support.freshdesk.com/support/solutions/articles/231527-quick-actions-in-ticket-reply' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">February 14, 2018 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Quick actions in ticket replies</h6> <p class="activity-description ellipsis-wrapper">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…</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/231527-quick-actions-in-ticket-reply"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-151377250320630'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-111357977247360' href='https://support.freshdesk.com/support/solutions/articles/225149-would-it-be-possible-to-add-attachments-that-are-more-than-20-mb-in-size-?_ga=2.191680106.1722380672.1548656683-688533901.1545901528' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">February 20, 2018 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Increased Attachment Limits</h6> <p class="activity-description ellipsis-wrapper">We've increased attachment limits in Email, Solutions, and Forums for Freshdesk to 20 MB per conversation for…</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/225149-would-it-be-possible-to-add-attachments-that-are-more-than-20-mb-in-size-?_ga=2.191680106.1722380672.1548656683-688533901.1545901528"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-111357977247360'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-10439810366946' href='https://support.freshdesk.com/support/solutions/articles/232515-annotating-image-attachments?_ga=2.19907192.1722380672.1548656683-688533901.1545901528' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">February 02, 2018 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Image Annotations</h6> <p class="activity-description ellipsis-wrapper">When you insert an image or upload an attachment, you’ll have the option of annotating the image with text to…</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/232515-annotating-image-attachments?_ga=2.19907192.1722380672.1548656683-688533901.1545901528"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-10439810366946'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="December-2017" class="month-text"> December 2017 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-125277724403352' href='https://support.freshdesk.com/support/solutions/articles/232560-know-your-customer-journey-in-freshdesk?_ga=2.112116292.1722380672.1548656683-688533901.1545901528' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">December 09, 2017 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Customer Journey</h6> <p class="activity-description ellipsis-wrapper">The next time you have a customer raising a ticket from your portal, you’ll see a trail of the last five solutions…</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/232560-know-your-customer-journey-in-freshdesk?_ga=2.112116292.1722380672.1548656683-688533901.1545901528"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-125277724403352'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-78298577752140' href='https://support.freshdesk.com/support/solutions/articles/180033-setting-up-a-multi-language-support-portal-with-freshdesk?_ga=2.19858936.1722380672.1548656683-688533901.1545901528' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">December 07, 2017 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Language Support in Freshdesk</h6> <p class="activity-description ellipsis-wrapper">Freshdesk Mint Experience is now available in 11 languages apart from English - French, Dutch, German…</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/180033-setting-up-a-multi-language-support-portal-with-freshdesk?_ga=2.19858936.1722380672.1548656683-688533901.1545901528"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-78298577752140'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="November-2017" class="month-text"> November 2017 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <div id='calendar-card-160077092293264' class="activity-card" data-filter="card-item" tags=""> <div class="activity-header"> <span class="activity-date">November 17, 2017 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">280 characters on Twitter</h6> <p class="activity-description ellipsis-wrapper">Freshdesk officially supports 280 characters for social support on Twitter.</p> <br/> </div> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-160077092293264'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-24359557522888' href='https://support.freshdesk.com/support/solutions/articles/230247-customized-table-view?_ga=2.19858936.1722380672.1548656683-688533901.1545901528' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">November 03, 2017 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Customized Table View</h6> <p class="activity-description ellipsis-wrapper">You can now add any of the custom fields in tickets as columns in the table view.</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/230247-customized-table-view?_ga=2.19858936.1722380672.1548656683-688533901.1545901528"> Read more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-24359557522888'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="October-2017" class="month-text"> October 2017 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <div id='calendar-card-59158925412762' class="activity-card" data-filter="card-item" tags=""> <div class="activity-header"> <span class="activity-date">October 13, 2017 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Mint</h6> <p class="activity-description ellipsis-wrapper">Introducing a modern, faster and more responsive Freshdesk platform.</p> <br/> </div> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-59158925412762'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="September-2017" class="month-text"> September 2017 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <div id='calendar-card-133977566375961' class="activity-card" data-filter="card-item" tags=""> <div class="activity-header"> <span class="activity-date">September 22, 2017 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Email Previews</h6> <p>Get a quick snapshot of what the actual email will look like before you send it out.</p> <br/> </div> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-133977566375961'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <div id='calendar-card-144417376743002' class="activity-card" data-filter="card-item" tags=""> <div class="activity-header"> <span class="activity-date">September 09, 2017 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Group mentions in Team Huddle</h6> <p class="activity-description ellipsis-wrapper">Get your team to help out on tickets by tagging the entire group in a discussion!</p> <br/> </div> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-144417376743002'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <div id='calendar-card-158337123898954' class="activity-card" data-filter="card-item" tags=""> <div class="activity-header"> <span class="activity-date">September 02, 2017 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Unread Notifications in Team Huddle</h6> <p class="activity-description ellipsis-wrapper">Team Huddle now indicates unread messages in a discussion.</p> <br/> </div> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-158337123898954'); let ariaLabel = $calendarCard.attr('aria-label'); if(!ariaLabel){ ariaLabel = $calendarCard.find('.activity-title').text(); $calendarCard.attr('aria-label', ariaLabel); } }); </script> </div> </div> <h4 id="August-2017" class="month-text"> August 2017 </h4> <div class="row activity-row"> <div class="col-md-6 activity-col" data-filter="card-item" tags=""> <a id='calendar-card-22619589128435' href='https://support.freshdesk.com/support/solutions/articles/227836-insights/?_ga=2.191881834.1722380672.1548656683-688533901.1545901528' target='_blank' rel="noopener" class="activity-card" data-filter="card-item" tags="" aria-label=""> <div class="activity-header"> <span class="activity-date">August 30, 2017 </span> <span class="activity-type "></span> </div> <h6 class="activity-title">Insights</h6> <p class="activity-description ellipsis-wrapper">A handy dashboard pane for an admin or supervisor to monitor their helpdesk operations and step in when…</p> <span class="link forward--link forward--link--label" href="https://support.freshdesk.com/support/solutions/articles/227836-insights/?_ga=2.191881834.1722380672.1548656683-688533901.1545901528"> Learn more <span class="forward--link--icon" aria-hidden="true"></span> </span> </a> <script type="text/javascript"> FW.onLoad(function () { const $calendarCard = FW.$('#calendar-card-22619589128435'); 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