November 2024

Marketplace App

Dynamic signature app

Automatically apply tailored signatures on new email pages in Freshdesk.

Learn more
Marketplace App

New Jira app for Freshdesk

Upgrade to the latest Jira APIs with the new marketplace app.

Learn more
Enhancement

Updates in automation templates

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

Learn more
Enhancement

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.

Learn more
New

Freddy Copilot usage Ooerview

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

Learn more
Enhancement

Enhanced content assistance

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

Learn more
Enhancement

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.

Learn more
Enhancement

New status for undelivered tickets

When a ticket delivery fails, you will see a new undelivered status on Freshdesk that will be updated upon delivery.

Learn more
Enhancement

Email inbox improvements

The email inbox experience is being improved, agents can:
1. View the ticket count for each favourite view.
2. View tickets in the Inbox view in addition to the existing Card and Table views.

Learn more
Enhancement

Add multiple 'To' addresses

Add multiple recipients in the 'To Email' field.

Learn more

October 2024

New
Curated automation templates

Find curated automation templates based on use cases.

Learn more
Enhancement
Email inbox improvements

The email inbox experience is being improved:
1. List of all ticket views will remain sticky by default.
2. Filters will be collapsed by default.

Learn more
Enhancement
Time triggers is now hourly triggers

Boost admin usability for clearer action configuration.

Learn more
Enhancement
Customize reports with analytics

Sort report columns, create custom metrics across modules, and export or download reports in XLS format, and much more.

Learn more
New
New curated reports

Access advanced report filters and segmenting, pre-built widgets to consolidate ticketing data, agent performance, customer analysis, and other key metrics.

Learn more
Enhancement
Simplified support email setup

Set up your support email easily with guided steps for Outlook, Google, custom servers, or Freshdesk.

Learn more
Enhancement
Role-based access to dashboards

Grant users access to team-level dashboards alongside individual analytics, empowering teams to view organization-wide ticket data and insights.

Learn more
New
Curated sentiment report

Admins can access a report showing how many tickets started or ended with different sentiments, and analyze sentiments at the agent level.

Learn more

September 2024

Enhancement
Live Translation enhancement

Auto-translate offline responses during away mode, now supports 18 languages.

Learn more
Enhancement
Automated Agent Handoff

Chatbots (Freddy AI Agent) will transfer conversations to an agent or group, or trigger a flow to collect more info.

Learn more
Enhancement
Auto-detect customer language

Chatbots (Freddy AI Agent) will detect changes in the customer language and switch to the new language.

Learn more
New
Custom property based reporting

Generate reports based on custom properties to gain deeper insights into chatbot (Freddy AI Agent) interactions and user data.

Learn more

August 2024

Enhancement
Automations for collaborators

Automation rules can be applied for actions performed by collaborators such as replying to tickets.

Learn more

July 2024

Enhancement
Sentiment enhancements

Enable agents to effectively prioritize ticket volumes by setting sentiment thresholds.

Learn more
Enhancement
Customizable sidebars

Flexibility to rearrange user properties in the sidebar to view customer information.

Learn more
Marketplace App
Discover the latest apps

Leverage the PowerBI Connector app to create and use advanced statistical metrics within Freshdesk. Streamline workforce management with the Playvox app for Freshdesk.  

Learn more

June 2024

New
Freddy usage report (Freddy AI Copilot)

Understand how your agents are making use of Freddy AI Copilot features.

Learn more
Enhancement
Bulk actions enhancements

Make bulk updates to all custom fields and ticket search results. 

Learn more
Marketplace App
What's new with integrations

Easily sync data like contacts, accounts, and more between any external apps and Freshworks products. Check out the latest Live apps here!

Learn more

May 2024

New
Exclude tickets from list view easily

A new filter to exclude specific tickets from ticket view.

Learn more

April 2024

New
All-new Analytics Homepage

Access your favourite reports, widgets and metrics effortlessly.

Learn more
New
Multi-schedule Reports

Schedule reports at different frequencies, without the need to clone them.

Learn more
New
Custom metrics shortcuts in Analytics

Create custom metrics effortlessly from within the respective reports.

Learn more

March 2024

New
Enhanced email bot (Freddy AI Copilot)

Customers can share feedback about Freddy's email responses to close / handover the conversation to an agent.

Learn more
New
Exclude tickets from list view easily

A new filter to exclude specific tickets from ticket view.

Learn more
New
Connector Apps for Freshdesk

Filter and select data to sync, control dataflow direction, and enjoy complete flexibility in syncing seamlessly with Freshdesk or Freshchat.

Learn more
New
Advanced CSAT (available on-demand)

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

Learn more

February 2024

New
Empower support teams with Freddy AI Copilot

Unlock agent productivity, elevate response quality, and streamline admin responsibilities with the gen AI powered Freddy AI Copilot add-on

Learn More

January 2024

There are no Freshdesk updates for January. Check back in February.


December 2023

Enhancement
Custom agent statuses in Freshdesk

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

Learn more
Marketplace App
Freshdesk-Zuper integration

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

Learn more

November 2023

Enhancement
Enhancements in Threads

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

Learn more
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.

Learn more
Enhancement

Freshcaller

Wait and Call queue enhancements

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

Learn more

October 2023

Enhancement
Enhancements in Thread

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

Learn more
New
Advanced CSAT

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

Learn more
Enhancement
Custom agent statuses

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

Learn more

September 2023

Enhancement
Generative AI-based enhancements

Freddy AI enhances emails contextually, expand messages with prompts, adapts to localized languages.

Learn more

August 2023

Enhancement

Freshcaller

Call lifecycle events

Get more information on events when an agent ignores a call.

Learn more

July 2023

New

Freshdesk

Deactivate agents

Deactivate agents leaving the system by retaining all of their contributions.

Learn more
Enhancement

Freshdesk

Enhancements in threads

Sort threads, expand editor, edit subject lines & signatures on forward threads.

Learn more
Enhancement

Freshdesk

Email channel improvements

Enhance the setup of the custom mailbox with these improvements to the email channel.

Learn more
Enhancement

Freshdesk

Quoted text use-case for agent replies

Agents can now send up to 1MB quoted replies.

Learn more
Enhancement

Freshdesk

API for reporting on AHT

Receive exports of individual timers for events to connect to your BI tools for AHT.

Learn more
New

Freshcaller

Power dialer

Call a selected list of phone numbers or saved contacts one after another.

Learn more

June 2023

Marketplace App
Harvest App - Auth update

Harvest users on the basic auth can move to 2FA to continue using the app.

Learn more
Enhancement
Date-time format auto conversion

Customize the date and time format for every agent under agent portal settings.

Learn more
Enhancement
HTML code editor

Customize the outgoing email templates with HTML & CSS code.

Learn more

May 2023

New

Freshdesk

Freddy AI in Freshdesk

Enable agents to be more productive with generative AI.

Learn more
New

Freshdesk

Threads in Freshdesk

Have focused discussions on tickets without polluting the main conversation.

Learn more
Enhancement

Freshdesk

Track outbound email failures

Proactively track any outbound email failures for your Freshdesk account via in-app and email notifications.

Learn more
Enhancement

Freshdesk

Simplified data export

Export account data and access it anytime, from a centralized window.

Learn more
Enhancement

Freshdesk

Ticket filters, in Freshdesk App

Use default filters or custom drop-down fields to search for tickets.

Learn more
Enhancement

Freshcaller

Live dashboard enhancements

View agent count by status along with agent details, such as name and time spent.

Learn more

April 2023

Enhancement

Freshdesk

Language support for Custom Objects

Upload translated labels for your custom object names and field labels in Freshdesk.

Learn more
New

Freshdesk

Custom agent status

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

Learn more

March 2023

Enhancement

Freshdesk

Sorting canned responses

Sort canned responses by necessity within folders for ease of analysis.

Learn more
Enhancement

Freshdesk

Cookie policy update

Let customers see the cookies collected on the portal to be GDPR compliant.

Learn more
Enhancement

Freshcaller

Network error warning

Get a warning message whenever the call quality is poor.

Learn more
Enhancement

Freshcaller

Concurrent call management

Limit the number of incoming calls an agent can receive at a time.

Learn more

February 2023

Enhancement

Freshdesk

Email threading enhancement

Configure ticket threading identifiers to avoid the wrong ticket getting appended to an existing ticket.

Learn more
Enhancement

Freshdesk

Freshdesk-Freshservice custom field sync

Sync custom ticket fields with default and other custom ticket fields.

Learn more
Enhancement

Freshdesk

Automated emails as notes

All emails sent to customers via automation rules will appear as notes on the ticket.

Learn more
Enhancement

Freshdesk

Track failed email deliveries

Get enhanced visibility over failed email deliveries with a default filter view.

Learn more
Enhancement

Freshdesk

Configuring custom mail server

Have a guided experience while configuring the custom mail server with help of assists.

Learn more
Enhancement

Freshdesk

Canned responses enhancements

Perform bulk actions, define metrics, & derive insights into its usage.

Learn more

January 2023

Enhancement

Freshdesk

Skill-based routing by Omniroute

Manage agent load and set the assignment preference for tickets.

Learn more
Marketplace App

Freshdesk

Freshdesk Telephony Partner Extension with RingCentral

Integrate your RingCentral account with Freshdesk and extend your omnichannel capabilities.

Learn more
Enhancement

Freshdesk

Secure ticket attachments

Restrict specific file types while sending and receiving ticket responses.

Learn more
Enhancement

Freshdesk

Forward calls to an external number

Add external number to a call queue & transfer calls to them.

Learn more

December 2022

Enhancement

Freshdesk

Advanced Ticket Filters for Customer Portal

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

Learn more
New

Freshdesk

Reach out to us with ease

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.


November 2022

New

Freshdesk

Custom metrics in Analytics

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

Learn more
New

Freshdesk

Export Canned Responses

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

Learn more
Enhancement

Freshdesk

Microsoft Teams app update

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

Learn more
Enhancement

Freshdesk

Advanced date filters

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

Learn more
Enhancement

Freshdesk

Report sharing for Groups in Freshdesk Analytics

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

Learn more

October 2022

New

Freshcaller

Remove country restrictions

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

Learn more
New

Freshdesk

Dynamic sections for default fields

Enable agents to only view the required fields in ticket forms based on the customer's input.

Learn more
Enhancement

Freshdesk

Custom Objects on the portal

Extend the functionality of custom objects to your support portal.

Learn more

September 2022

New

Freshsuccess

NPS email survey enhancement

Use Account360 segmentation to highlight an event in the customer lifecycle & send NPS to a targeted set of customers.

Learn more
New

Freshcaller

Remove country restrictions

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

Learn more
Enhancement

Freshdesk

Dynamic sections for default fields

Enable agents to only view the required fields in ticket forms based on the customer's input.

Learn more

August 2022

New

Freshdesk

All-new Report Builder in Analytics

Easier and frictionless way to build reports with fewer clicks and transitions.

Learn more
New

Freshsuccess

Slack integration

Create & manage Slack threads within Freshsuccess to collaborate and delight customers.

Learn more
Enhancement

Freshdesk

Automation in Custom Objects

Set up automation rules with Custom Objects to perform ticket actions, update CO records, and more.

Learn more
Enhancement

Freshdesk

Aircall - Freshdesk Telephony Partner Extension

Manage your Aircall account from your Freshdesk dashboard.

Learn more
Enhancement

Freshcaller

Queue Transfer

Effortlessly forward your ongoing call to a queue or an IVR.

Learn more

July 2022

Enhancement

Freshdesk

Auto-triage enhancements

Use auto-triage, powered by Freddy AI, to get smart suggestions on ticket field properties.

Learn more
Enhancement

Freshcaller

Call lifecycle events

Get more visibility into each call with our additional call lifecycle events.

Learn more
New

Freshcaller

Parallel Calling

Pause your current call, start a parallel conversation, and switch between the calls any number of times.

Learn more

June 2022

New

Freshdesk Omnichannel

Unified Customer Record

Unify customer data across Freshdesk, Contact Center, & Freshchat, and provide meaningful, personalized support.

Learn more
New

Freshdesk

Custom Objects

Bring in business-critical information right inside Freshdesk and resolve issues faster and contextually.

Learn more
New

Freshdesk

Multiple ticket forms

Create multiple forms using a native form builder with a simple drag and drop experience.

Learn more
New

Freshdesk

Freshdesk Telephony Partner Extension

Bring your preferred telephony provider into Freshdesk effortlessly. Available now for Five9.

Learn more
Integration

Freshcaller

Workforce Management with injixo

Forecast, schedule, monitor performance in real-time, and effectively manage your call center workforce.

Learn more

May 2022

New

Freshdesk

Flexible Hierarchy

Categorize articles with five folder levels and scale your knowledge base for smoother navigation and accessibility.

Learn more

April 2022

New

Freshdesk

Average Handling Time

Automate time tracking and effectively monitor your team’s performance with AHT. 

Learn more
New

Freshdesk

Portals

Effortlessly create and manage multiple unique portals to deliver a tailor-made self-service experience

Learn more
Enhancement

Freshcaller

Live dashboard access for agents

Give your agents access to live dashboards so they can attend to calls based on priority.

Learn more
Integration

Freshcaller

PCI Pal app integration

Compliant with the PCI-DSS, the PCI Pal app ensures that your business transactions are safe and secure. 

Learn more

March 2022

Integration

Freshdesk

Connect Freshdesk-Freshsales

With a new Freshsales agent role, let your sales agents easily communicate with their contacts, create or update tickets, directly within Freshdesk.

Learn more
Enhancement

Freshdesk

Atlassian JIRA Plus App

Equip your JIRA team with complete context of issues without having them switching between tabs as they can access inline images.

Learn more

February 2022

New

Freshdesk

Workforce Management

Manage your workforce smartly, and strike the right balance between your team and customers with injixo.

Learn more

January 2022

Integration

Freshdesk

Freshdesk - GoodData

Leverage Freshdesk’s enterprise-grade analytics capabilities along with GoodData’s seamless analytics solutions to empower your business.

Learn more

December 2021

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

Learn more

Freshdesk

Freshdesk Analytics

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

Learn more
New

Freshcaller

Shared phone channel

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

Learn more

November 2021

Integration

Freshdesk

Freshdesk - Freshservice

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

Learn more

October 2021

Enhancement

Freshcaller

Post-call Transcription with search

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

Learn more

August 2021

Freshdesk

Automatic SSL Certification

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

Learn more

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.

Learn more

July 2021

Enhancement

Freshcaller

Routing Automation Public App

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

Learn more

June 2021

Enhancement

Freshcaller

Live Dashboard Enhancements

Now, supervisors can easily manage and prioritize customers waiting in the queue directly from the Live Dashboard.

Learn more
Collaboration

Freshdesk

Collaborators

Collaborate with any agent, third-party, or colleague, across distributed teams to resolve complex issues. 

Learn more

April 2021

Freshdesk

Personalized admin console

With the newly refreshed admin page, navigate to essential features with ease and get AI-driven usage insights at a glance.

Learn more
New

Freshcaller

Zapier Integration

With Zapier, you can make your own Zaps to connect Freshcaller with the other apps you use.

Learn more

March 2021

New

Freshcaller

Power Dialer

Eliminate the need to copy-paste phone numbers & save your agents' time by auto-dialing customer phone numbers in sequential order with Power Dialer.

Learn more

February 2021

New

Freshcaller

Call lifecycle

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.

Learn more

January 2021

Enhancement

Freshcaller

Contacts in Freshcaller Mobile App

You can now create, edit, and view contacts from your Freshcaller mobile app anywhere at any time.

Learn more

December 2020

Agent Shifts

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

Read more
Out of Office scheduler 

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

Read more

November 2020

Freshdesk Omnichannel
Omnichannel Team Dashboards

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

Read More
Freshdesk Omnichannel
Activity API and more

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

Read More

October 2020

Enhancement

Freshcaller

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.

Learn more

September 2020

New

Freshcaller

Call Tagging

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

Learn more

August 2020

Knowledge base
Knowledge base analytics

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

Read more
Freshdesk Omnichannel
Omnichannel Dashboards

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

Read more
New

Freshcaller

Save Live Dashboard Views

Filter and save your live dashboard views for easy and quick access.

Learn more

July 2020

Knowledge base
Article templates

Standardize your knowledge base by creating templates for your articles and save time on creating content.

Read more
Knowledge base
Audit log

Track the who, what and when of each change made to your knowledge base.

Read more
New

Freshcaller

Free Incoming Call Minutes

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.

Learn more

June 2020

New

Freshcaller

Routing Automation

Automatically route callers based on real-time data stored in your business CRM or helpdesk systems.

Learn more

May 2020

FSM offline availability

Update your Freshdesk iOS and Android apps to make use of our new offline capabilities.

Read More
Automations in FSM

Simplify support workflows and make your support team more efficient with automations for FSM.

Read More
Dynamic Queue Prioritization

Prioritize incoming tickets based on different criteria in Omniroute™.

Read More
New
Freddy AI for Customers

Improve self-service on all channels for customers and lead them to resolutions, with Freddy AI.

Learn more
New
Freddy AI for Agents

Remove the busy-work from your agents' daily lives and unlock a world of productivity with Freddy AI. 

Learn more
Enhancement

Freshcaller

HIPAA Compliance

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).

Learn more

April 2020

Identifying Twitter Influencers 

Capture your customer's follower count and if they have a blue verified tag.

Read More
Facebook dark posts support

Automatically convert Facebook ad comments into tickets.

Read More
Knowledge base
Customer segments

Personalize the knowledge base further by making relevant content visible to specific customer segments

Read more
Knowledge base
Advanced content formatting

Improve your article readability with the table of content, callout cards, image annotations, and more.

Read more
Archive ticket fields 

Temporarily remove ticket fields without deleting them from your Freshdesk account and restore them later. 

Read more
Analytics
Three-level data drill down

Identify gaps faster by narrowing down on red flags up to three levels.

Read more
New

Freshcaller

Data Scoping

Control the range of data your supervisors can see in your account with data scoping.

Learn more

March 2020

Knowledge base
Interlinking articles

Search for articles that can be linked to the content you are working on, without leaving the knowledge base text editor

Read more
Help widget
Customer journey

Agents can see the last five articles a customer viewed before they submitted a ticket.

Read more
Help widget
Readability improvements

Customers can preview images in a larger area and open solution articles in the portal from the help widget.

Read more
Analytics
Text widget and widget styling

Customize widgets the way you want and add more context with text.

Read more
Analytics
Build your own chart widgets

Create widgets specific to your use case without having to tweak the existing templates.

Read more
Help widget
Contextual solution articles

Show specific solution articles on the help widget based on the web page (URL) that your customers are on.

Read more
New

Freshcaller

Voicebot

The Freshcaller's voice bot, powered by Freddy, instantly provides solutions to customers' frequently asked questions.

Learn more
New

Freshcaller

Speech-enabled IVR

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

Learn more

February 2020

Update Ticket Fields via APIs

Create, read, update, and delete custom ticket fields in Freshdesk via APIs.

Read More
SLAs for every response

Ensure that customers get a quick response, every single time.

learn more
Help widget
Disable ticket fields

Disable any field in the help widget's contact form using the disable fields API.

Read more
Knowledge base
Approval workflow

Handle your content review process right within the knowledge base and stay in the loop from end to end.

Learn more
New

Freshcaller

Post call IVR CSAT Survey

The IVR customer satisfaction survey (CSAT) allows you to capture feedback for all incoming calls from end-users via an IVR call flow.

Learn more

January 2020

signature, FSM
Customer Signatures in FSM

Get customers to sign off on completed tasks via the Freshdesk mobile app. 

Read More
contact, timeline
Omnichannel Customer timeline

Keep track of your customer's past interactions in a single place. 

Read More
Help widget
Showing restricted help content

Restrict the contact form and solution articles to certain customers (for e.g., premium users).

Read more
Help widget
Display specific solution articles

Open a specific solution article in the widget when your customers click on a link that you specify.

Read more
New

Freshcaller

Agent Extensions

Directly reach specific agents using a 4 digit extension. Additionally, agents can edit/enable/disable their extension number.

Learn more

December 2019

December 20, 2019 log time, ios, android, fsm
Time Logs via iOS and Android apps

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

Read More
December 12, 2019 Knowledge base
Article Versioning

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

Learn more

November 2019

November 27, 2019 Knowledge base
Export article data

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

Read more
November 26, 2019
Attachments in Social Replies

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

Learn More
November 14, 2019
Multilingual Customer Satisfaction Surveys

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

Learn more
November 11, 2019
Search Enhancements 

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

Learn more
November 11, 2019
Ticket Field Editor

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

Learn more

October 2019

October 25, 2019
Introducing Answer Bot

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

Learn more
October 22, 2019 Help widget
One-click screenshots

Make it easy for your customers to attach screenshots when they submit questions via the help widget

Read more
October 17, 2019 Knowledge base
Knowledge Base Reimagined

Perform bulk actions, filter articles and manage content for multiple products and languages more efficiently.

Read more
October 15, 2019
New and Simplified Email Setup

Set up your email inboxes in no time, with the redesigned email setup page.

Learn More
October 09, 2019 Knowledge base
iOS widget - October

You can pin the iOS widget to your Today view and keep track of the count of your actionable tickets. 

Learn more

July 2019

July 18, 2019
Field Service Management

Plan your field technicians' schedules, pass on customer information to them and live-track progress as they solve problems on-site.

Read more
July 01, 2019 Help widget
Hide Ticket Fields

Hide ticket fields in the help widget's contact form using the hide ticket fields API.

Read more

June 2019

June 27, 2019 REVAMP
Automations

Save both time and effort by automating mundane and repetitive tasks in your helpdesk.

Read more
June 27, 2019 BETA
Omniroute™

Balance agent workload from across multiple channels all in one place.

Read more
June 27, 2019
Multilingual Ticket Forms

Admins can setup translations for ticket fields based on the various languages configured in the helpdesk.

Read more
June 17, 2019 BETA
Analytics

Monitor your team’s performance along with the metrics most relevant to you.

Read more

April 2019

April 04, 2019 Beta
Field Service Management

Create service tasks for field technicians to track and solve problems in person. Deliver solutions in the field, wherever your customers are. 

Read more
April 11, 2019
WhatsApp Integration

Convert your one-on-one conversations including images or GIFs on WhatsApp into tickets and handle them from your Freshdesk with ease.

Read more

March 2019

March 07, 2019
Undo Send

Clicked on ‘Send’ even before the email was ready? Use the ‘Undo Send’ button to stop accidental replies!

Read more
March 14, 2019
Sorting ticket conversations

Sort the order in which you'd like to see conversations within your ticket details page.

Read more
March 21, 2019 BETA
Help Widget

Embed help content and allow customers to submit questions right within your website.

Read more

February 2019

February 14, 2019
Canned Forms

Customize and use these readily accessible form templates to resolve major service requests faster.

Read more

January 2019

January 23, 2019
Customer Segments

Provide personalized support in your helpdesk by classifying users based on their support needs.

Read more
January 20, 2019 REVAMP
Freshdesk Mobile App

Access the full power of a helpdesk from anywhere you go with Freshdesk Mobile apps.

Read more

December 2018

December 24, 2018
Proactive Outreach 

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

Read more

October 2018

October 18, 2018
Sandbox

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

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September 2018

September 21, 2018
Audit Log

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

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August 2018

August 18, 2018
Session Replay by Freshmarketer

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

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July 2018

July 12, 2018
Shopify App

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

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June 2018

June 22, 2018
Agent portal branding

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

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June 22, 2018
Team Dashboards

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

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April 2018

April 20, 2018
Freshdesk Freshchat integration

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

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April 17, 2018
Microsoft Teams Integration

Receive instant notifications on Teams whenever there’s an update on the tickets assigned to you in Freshdesk.

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April 12, 2018
Language support on Freshdesk Mint

We now support Polish, Spanish, Finnish and Norwegian in the Freshdesk Mint Experience.

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April 08, 2018
Google Drive integration for Mint

Agents can easily share files from their Google Drive accounts while responding to customers.

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April 04, 2018
Dropbox integration for Mint

Access your Dropbox files right from a ticket and share it with your customers.

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April 01, 2018
Social signals

An AI entity that automatically finds tweets relevant to your support team and cancels out the noise.

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March 2018

March 08, 2018
The Summary App

The Summary app adds a section on top of the ticket which teams can use to write down a summary of problems…

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March 15, 2018
Google Hangouts Chat Integration

With the Hangouts chat integration, you can get notified when customers respond or when tickets are updated…

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March 22, 2018
To do Reminders

Add reminders for the to-do’s that you’ve set in Freshdesk. When your customers ask you to call them or reach out…

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February 2018

February 23, 2018
Read Receipts in Team Huddle

With read receipts, you’ll know if the intended recipient has read your message


February 14, 2018
Quick actions in ticket replies

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…

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February 20, 2018
Increased Attachment Limits

We've increased attachment limits in Email, Solutions, and Forums for Freshdesk to 20 MB per conversation for…

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February 02, 2018
Image Annotations

When you insert an image or upload an attachment, you’ll have the option of annotating the image with text to…

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December 2017

December 09, 2017
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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December 07, 2017
Language Support in Freshdesk

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

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November 2017

November 17, 2017
280 characters on Twitter

Freshdesk officially supports 280 characters for social support on Twitter.


November 03, 2017
Customized Table View

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

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October 2017

October 13, 2017
Mint

Introducing a modern, faster and more responsive Freshdesk platform.


September 2017

September 22, 2017
Email Previews

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


September 09, 2017
Group mentions in Team Huddle

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


September 02, 2017
Unread Notifications in Team Huddle

Team Huddle now indicates unread messages in a discussion.


August 2017

August 30, 2017
Insights

A handy dashboard pane for an admin or supervisor to monitor their helpdesk operations and step in when…

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August 17, 2017
Team Huddle

Collaborate with team members across the company to resolve customers issues faster!


August 10, 2017
Answers

An admin can now easily ask a specific reporting question without having spend time searching for specific reports.


July 2017

July 12, 2017
Features Launched before August

Our features prior to August are available on this link.


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