What’s new in Freshdesk

See highlights from our monthly product updates

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Product Updates 2025

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Enhancement

Versioning in CSAT

Use versioning to maintain data integrity in surveys—edit surveys, track previous versions, and more. Responses will align with the right version, and you can filter them by name or version in Analytics. Available for accounts that have Advanced CSAT enabled.

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Enhancement

Ticket updates - enhanced notifications

Agents can stay on top of tickets with enhanced, channel-agnostic notifications. They will receive ticket updates on web and mobile, ensuring no ticket goes unnoticed.

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Enhancement

Contact and Company records management

Manage multiple emails from the Ticketing page, merge duplicates effortlessly, and get access to an enhanced Company field management process. Available for signups after June 1, 2022.

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New

Reply Suggester - Public Beta

Access AI-powered reply suggestions to resolve customer queries more accurately using relevant solution articles.

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Enhancement

Freddy AI Copilot Admin access

Edit your role and manage non-admin users independently to streamline account management

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Enhancement

Tone Enhancer improvements

Tone Enhance now comes in two clear tone options—More Formal and Less Formal—to uncomplicate the agent experience.

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Marketplace App

MS Teams integration for Freshdesk

Updates to tickets are added as threaded responses in MS Teams, making it easier for agents to manage conversations. It also offers an automated setup process for admins.

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Enhancement

Enhanced UI for Contacts and Companies

Agents can experience an improved UI for Timeline and Tickets tabs of Contacts and Companies. The updated design highlights the most relevant information while keeping secondary details easily accessible.

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Product Updates 2024

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Enhancement

Better visibility for Freddy Suggestions

Agents can view Freddy Suggestions, displayed as a sticky banner, to leverage AI-powered recommendations.

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Marketplace App

Dynamic signature app

Dynamic signature app Automatically apply tailored signatures on new email pages in Freshdesk.

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Marketplace App

New Jira app for Freshdesk

New Jira app for Freshdesk Upgrade to the latest Jira APIs with the new marketplace app.

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Enhancement

Updates in automation templates

Updates in automation templates Find curated automation templates for your use case easily and build rules effortlessly with the enhanced visual cues for selection.

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Enhancement

Enhanced scenario automation

Enhanced scenario automation With the improved scenario automation, agents can: 1. Include canned responses directly in the automation 2. Modify the execution to prefill ticket fields and reply editor.

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New

Freddy Copilot usage Overview

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

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Enhancement

Enhanced content assistance

Enhanced content assistance Agent input formatting stays intact with Rephrase, Tone Enhancer, and Expand for smoother updates.

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Enhancement

Improved email threading

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

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Product Updates 2023

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Enhancement

Custom agent statuses in Freshdesk

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

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Marketplace App

Freshdesk-Zuper integration

Streamline field service management. Create jobs for your field workforce right from Freshdesk.

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Enhancement

Enhancements in Threads

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

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New

Freddy AI beta now for Pro and Enterprise

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

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Freshcaller
Enhancement

Wait and Call queue enhancements

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

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Enhancement

Enhancements in Thread

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

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New

Advanced CSAT

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

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Enhancement

Custom agent statuses

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

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Product Updates 2022

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Freshdesk
Enhancement

Advanced Ticket Filters for Customer Portal

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

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Freshdesk
New

Reach out to us with ease

Freshdesk 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.

Freshdesk
New

Custom metrics in Analytics

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

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Freshdesk
New

Export Canned Responses

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

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Freshdesk
Enhancement

Microsoft Teams app update

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

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Freshdesk
Enhancement

Advanced date filters

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

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Freshdesk
Enhancement

Report sharing for Groups in Freshdesk Analytics

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

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Freshcaller
New

Remove country restrictions

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

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Product Updates 2021

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Freshdesk

Mobile Analytics

Get the power of Analytics web experience in your mobile apps. Android: app v 7.3 & above, iOS: app v 7.3 & above

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Freshdesk

Freshdesk Analytics

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

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Freshcaller
New

Shared phone channel

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

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Freshdesk
Integration

Freshdesk - Freshservice

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

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Freshcaller
Enhancement

Post-call Transcription with search

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

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Freshdesk

Automatic SSL Certification

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

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Freshdesk

Secure Gmail Authentication

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

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Freshcaller
Enhancement

Routing Automation Public App

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

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Product Updates 2020

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Agent Shifts

Handle agent shifts easily and delight customers no matter when they contact you

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Out of Office scheduler

You can ensure tickets are not assigned to agents on leave. Customer responses are re-routed to available agents.

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Freshdesk Omnichannel

Omnichannel Team Dashboards

Create custom dashboards for specific channels and get instant context about your team's performance

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Freshdesk Omnichannel

Activity API and more

Receive queries from new sources, and add custom activites to the customer timeline

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Freshcaller
Enhancement

New and improved Mobile App

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

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Freshcaller
New

Call Tagging

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

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Knowledge base

Knowledge base analytics

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

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Freshdesk Omnichannel

Omnichannel Dashboards

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

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Product Updates 2019

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log time, ios, android, fsm

Time Logs via iOS and Android apps

Log time spent on supporting customers via Freshdesk iOS and Android apps.

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Knowledge base

Article Versioning

Create multiple versions of an article, track how your content has evolved and restore the best version at any time.

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Knowledge base

Export article data

Export all the properties and metadata for the required list of articles to get more insights

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Attachments in Social Replies

You can now send documents, images, and gifs as attachments in your social media replies.

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Multilingual Customer Satisfaction Surveys

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

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Search Enhancements

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

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Ticket Field Editor

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

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Introducing Answer Bot

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

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Product Updates 2018

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Proactive Outreach

Integrate Freshdesk with Shopify, and reach out to customers proactively when they abandon carts.

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Sandbox

Sandbox creates a secure test environment for helpdesk admins to try new features and settings in Freshdesk…

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Audit Log

Monitor changes easily and stay informed about the actions occurring in your support desk with Audit Log.

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Session Replay by Freshmarketer

Watch a video playback of your customers’ activity on your portal to understand their problems better.

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Shopify App

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

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Agent portal branding

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

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Team Dashboards

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

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Freshdesk Freshchat integration

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

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Product Updates 2017

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Customer Journey

The next time you have a customer raising a ticket from your portal, you’ll see a trail of the last five solutions…

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Language Support in Freshdesk

Freshdesk Mint Experience is now available in 11 languages apart from English - French, Dutch, German…

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280 characters on Twitter

Freshdesk officially supports 280 characters for social support on Twitter.

Customized Table View

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

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Mint

Introducing a modern, faster and more responsive Freshdesk platform.

Email Previews

Get a quick snapshot of what the actual email will look like before you send it out.

Group mentions in Team Huddle

Get your team to help out on tickets by tagging the entire group in a discussion!

Unread Notifications in Team Huddle

Team Huddle now indicates unread messages in a discussion.

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