New Features

1. Freshsales Integration - iOS Agent App

    Feb 21, 2019

• Freshsales integration is now available on iOS Agent App. You can now create leads on Freshsales via integration. For more information, refer this support article.

2. Billing Changes - Multiple subscription handling

    Feb 5, 2019

• On currency change from the customer end, their existing subscription gets cancelled and a new one gets created in Freshchat. During this, the past subscription data like invoices, number of agents added were lost. To fix this we have now introduced the feature of multiple subscription handling in the Freshchat backend. Now the previous subscription will also be retained instead of getting deleted and the customer data won't be lost.

Enhancements/Improvements

1. Freshchat web portal UI update

    Feb 6, 2019

• The web.freshchat.com portal UI has been revamped - font style, size and icons. This is done to standardise the UI across all Freshworks products. You can checkout the changes here in this support article.

2. New Dashboard Metric - Wait Time 

    Feb 20, 2019

• We have added a new metric called 'Wait Time' to the App and Team Member View in the Dashboard. 
• Wait time is the time for which your customers had to wait after initiating a conversation, before getting a first response from your team plus the time taken for chat assignment. 
• i.e., Wait Time = Time taken for chat assignment to the agent in Freshchat + Time taken by the agent to send the first response.

3. New Reports Metric - Average and 90th percentile

    Feb 21, 2019

• We have added two new metrics to the Helpdesk and Team Performance Reports - Average and 90th percentile.
• Previously, these two reports had only Median as the default metric, now we have added a drop-down with the three metrics - Median, Average and 90th percentile, which the users can choose from.

4. IntelliAssign - Idle Time update

    Feb 18, 2019

• We have now set a limit of 1440 minutes to "Set member as inactive for IntelliAssign if the member is idle for" option under Team Member Settings in IntelliAssign.

5. Preferred language setting for Freshchat web portal UI

    Feb 19, 2019

• We now support 12 languages apart from English for the web.freshchat.com agent side interface. For the list of languages and how to set it up, refer this article.

6. Offline payment mode - Account changes

    Feb 26, 2019

• Now, moving to offline payment mode (like cheque payment) will place the user's Freshchat account under Fixed Agent Pricing. 

Bug Fixes

1. Freshchat plan downgrade bug fix

Feb 5, 2019

• If you want to downgrade from a higher Freshchat plan to Sprout plan, you have to disable/cancel all the live/scheduled campaigns. But even after doing this the downgrade was not happening. This is now fixed.

2. File attachment naming issue fix

    Feb 11, 2019

• Attachments with names containing non-UTF 8/ISO/IEC 8859-1 characters are now downloadable.

3. IP Blocking issue fix

    Feb 11, 2019

• Messages were still being received from a user even after IP blocking. This was because it didn't apply to mobile app. Now messages from a user will be blocked on web.freshchat.com and Freshchat mobile app after IP blocking.