What’s new in Freshdesk
See highlights from our monthly product updates
Product Updates 2025
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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.
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.
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.
Reply Suggester - Public Beta
Access AI-powered reply suggestions to resolve customer queries more accurately using relevant solution articles.
Freddy AI Copilot Admin access
Edit your role and manage non-admin users independently to streamline account management
Tone Enhancer improvements
Tone Enhance now comes in two clear tone options—More Formal and Less Formal—to uncomplicate the agent experience.
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.
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.
Product Updates 2024
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Better visibility for Freddy Suggestions
Agents can view Freddy Suggestions, displayed as a sticky banner, to leverage AI-powered recommendations.
Dynamic signature app
Dynamic signature app Automatically apply tailored signatures on new email pages in Freshdesk.
New Jira app for Freshdesk
New Jira app for Freshdesk Upgrade to the latest Jira APIs with the new marketplace app.
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.
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.
Freddy Copilot usage Overview
Freddy Copilot usage Ooerview View licenses, usage frequency, and active agents in Admin Settings.
Enhanced content assistance
Enhanced content assistance Agent input formatting stays intact with Rephrase, Tone Enhancer, and Expand for smoother updates.
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.
Product Updates 2023
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Custom agent statuses in Freshdesk
Learn how agents spend their time when they’re unavailable to assist new customers
Freshdesk-Zuper integration
Streamline field service management. Create jobs for your field workforce right from Freshdesk.
Enhancements in Threads
Expand the threads panel for better content visibility with secondary display mode
Freddy AI beta now for Pro and Enterprise
Freddy AI Copilot and Freddy AI Insights features are exclusively available to Pro and Enterprise customers.
Wait and Call queue enhancements
Improved call allocation with the enhanced call allocation strategy for wait queues.
Enhancements in Thread
Expand the threads panel for better content visibility with secondary display mode.
Advanced CSAT
Set up elaborate forms, define point scales, and more with the upgraded CSAT module.
Custom agent statuses
Learn how agents spend their time when they’re unavailable to assist new customers.
Product Updates 2022
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Advanced Ticket Filters for Customer Portal
Your customers can filter tickets based on the default and custom fields visible to them on your Portal.
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.
Custom metrics in Analytics
Create formulas that are unique to your business needs using any arithmetic operators on top of existing metrics
Export Canned Responses
Export and view all canned responses, audit and update them as required.
Microsoft Teams app update
Connect your Freshdesk and Microsoft Teams accounts and bring dispersed teams together.
Advanced date filters
Give your team the option to filter and view tickets based on date fields like Resolved date and Closed date.
Report sharing for Groups in Freshdesk Analytics
Agents & admins managing reports can share them with different Agent Groups with multiple access levels
Remove country restrictions
Avoid repeated documentation work and make calls instantly to restricted countries.
Product Updates 2021
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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
Freshdesk Analytics
Get insights faster with a comprehensive set of curated reports to make data-driven business decisions.
Shared phone channel
Access a common phone channel between your Omnichannel and Freshsales applications to seamlessly manage phone channel operations.
Freshdesk - Freshservice
Customer support teams on Freshdesk can raise incidents and service requests to internal teams on Freshservice to collaborate and resolve tickets faster.
Post-call Transcription with search
Easily search for keywords/phrases in call transcripts and retrieve the details you are looking for in minutes.
Automatic SSL Certification
Automatically get approval and publish the Freshworks SSL certification for your custom domain.
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.
Routing Automation Public App
Route inbound calls or transfer to the right agent/group/call flow automatically based on Freshdesk ticket fields/ticket details.
Product Updates 2020
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Agent Shifts
Handle agent shifts easily and delight customers no matter when they contact you
Out of Office scheduler
You can ensure tickets are not assigned to agents on leave. Customer responses are re-routed to available agents.
Omnichannel Team Dashboards
Create custom dashboards for specific channels and get instant context about your team's performance
Activity API and more
Receive queries from new sources, and add custom activites to the customer timeline
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.
Call Tagging
Categorize and label each inbound/outbound call and get a quick summary of the call at just a glance.
Knowledge base analytics
Monitor your knowledge base performance and uncover key insights to optimize your content creation process
Omnichannel Dashboards
Monitor chat, phone, and ticket performance in real-time with one unified dashboard
Product Updates 2019
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Time Logs via iOS and Android apps
Log time spent on supporting customers via Freshdesk iOS and Android apps.
Article Versioning
Create multiple versions of an article, track how your content has evolved and restore the best version at any time.
Export article data
Export all the properties and metadata for the required list of articles to get more insights
Attachments in Social Replies
You can now send documents, images, and gifs as attachments in your social media replies.
Multilingual Customer Satisfaction Surveys
Start connecting and collecting feedback from customers across the globe in a language they speak.
Search Enhancements
The new search enhancements lets users locate solutions, tickets, contacts, and forums in a more efficient way.
Ticket Field Editor
Agents can now format the content in the text editor to the company's default font in a single click.
Introducing Answer Bot
Deliver precise answers to your customers' questions, trigger conversational bot flows, and engage in small talk.
Product Updates 2018
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Proactive Outreach
Integrate Freshdesk with Shopify, and reach out to customers proactively when they abandon carts.
Sandbox
Sandbox creates a secure test environment for helpdesk admins to try new features and settings in Freshdesk…
Audit Log
Monitor changes easily and stay informed about the actions occurring in your support desk with Audit Log.
Session Replay by Freshmarketer
Watch a video playback of your customers’ activity on your portal to understand their problems better.
Shopify App
Get complete context, issue refunds and cancel orders right from inside Freshdesk.
Agent portal branding
Customize your Freshdesk agent portal to reflect your company’s branding.
Team Dashboards
Monitor your teams easily and take data-driven decisions to hit your support targets with customizable Team…
Freshdesk Freshchat integration
Customers can now connect their Freshchat account with Freshdesk and answer chats from right within their…
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…
Language Support in Freshdesk
Freshdesk Mint Experience is now available in 11 languages apart from English - French, Dutch, German…
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.
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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