A whole new year has arrived, National Oatmeal month has passed and February is here. We have been sparse on communication, because the last few weeks have been really productive at Freshdesk. We have pushed several long-awaited features. Here is a round up of new additions to your helpdesk (in case you haven’t noticed them already).
1. iOS App (Beta)
The much anticipated iOS app for agents has finally been released to a set of beta customers. Please send us an email if you want to get immediate access to the beta. The public version, on the App Store, is expected in the next 2-3 weeks.
2. Keyboard Shortcuts
This is one of my favourite features. When you are inside Freshdesk just press Shift + ? to see the list of shortcut keys. Double up on your speed with the new keyboard shortcuts.
3. Built-in phone channel
Our exciting voice integration feature has now been enabled for all paying customers with free credit of $5. You can buy a new toll free number for your support, configure the IVR and your agents can attend customer calls from the browser, their mobile/landline phones or their homes. When the support call ends, it is converted automatically into a ticket. You can even record these calls for quality and training purposes. The best part – you do not need to spend anything on expensive telephony equipment. Try phone channel with the free credits, and you will be surprised at how easy it is to integrate your phone support with the rest of your help desk.
4. SAML Support for Single Sign On
If your company uses several cloud services and uses a SAML based single sign on provider, you can integrate Freshdesk into your SAML provider. Free your agents from the hassle of remembering yet another set of credentials.
5. Code highlighter for your Knowledge Base
If your knowledge base articles contain code snippets, you can use the code highlighting feature to make your knowledge base articles more readable.
6. Monitoring a Forum
Many of you asked for the ability to monitor an entire forum rather than monitoring individual forum topics. We listened and that feature is now available.
Freshchat has been in beta testing for quite sometime now, and we will be rolling it to for our Estate and Garden plan customers over the next few days. You can embed Freshchat within your website and start engaging your visitors. We ourselves have been surprised by how many leads we have been able to generate for Freshdesk, simply by engaging website visitors through chat. Integrate Freshchat into your website and you are sure to get some love from your sales team for the extra leads.