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4 Freshdesk Updates That Will Improve Your Helpdesk Support

Freshworks has completely reimaged the Freshdesk experience. Already considered one of the best helpdesk solutions on the market, Freshdesk now features a redesigned user interface, faster navigation between tickets and data input, a component-based structure that limits tabbing between items, and a whole lot more.

The new platform, dubbed Freshdesk Mint, is rolling out today. Not everyone will have access to the new platform immediately, but those who do will be able to jump back and forth between the new and old Freshdesk interfaces via a button that says "Switch to the Mint experience."

Customers will automatically be upgraded to the new experience at no extra charge. Pricing will remain the same for new customers: a free plan that scales up to an $89-per-agent per-month plan.

In this piece, we'll examine several of the new features recently added to Freshdesk Mint, and how each one could help your company better manage service tickets in the near future. We'll have our review of the new Freshdesk experience posted later this month, so check back before the end of the year.

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  • 11. New and Simple Navigation

    In the new Mint experience, users will be able to view items like today's trends all in one place. The dashboard can be filtered by group or product depending on how you'd like to determine where service bottlenecks are occurring. From here you'll be able to see unresolved tickets, overdue tickets, tickets due today, open tickets total, tickets on hold, and unassigned tickets, among other views. Within the graph you can see what the average response time is for all tickets, or for specific kinds of tickets, or for groups responding to certain tickets…you get the idea. A slider opens from the right to show your most recent interactions so you can click in to get back to your most pressing items should you decide not to get bogged down by so many charters.

    From the top of the page you can create new emails, new contacts, and new companies directly with one click. There's also notification center—similar to what you'd find on Facebook—that shows anything that's happening in your specific helpdesk ecosystem. You can customize your notifications so that you see more or less.

    If you get lost and you need to return home, click on the icon at the upper-left corner of the dashboard, at the very top of the left-hand rail navigation. Below it you'll also be able to access reports, contacts, social media, and any other administrative widget necessary for overseeing or making changes to your helpdesk tool.

  • 22. New Ticket Features

    Mint offers users a way to view tickets in a table so you can develop a bird's eye understanding of where tickets are bottle-necking, what time of day they're accumulating, and how quickly your team is typically capable of solving issues in bulk. By clicking into any section within the Table view, you can drill down into specific times, or tickets to see exactly what and where issues have arisen.

    When you're in the tickets overview dashboard, you can see a full list of tickets as a pop-up along the right-hand side of the dashboard. You can click into any of these tickets to jump right into the ticket itself. Additionally, managers can now assign tickets to specific users within the ticket-editing panel. You can also tag tickets at the top of every ticket card, and you can add a note or a reply for someone else simply by hovering over a ticket within the ticket preview.

    You can create a ticket view based on how you'd like to see tickets bucketed. For example: Do you want to see tickets filtered by private support, specific issue types, or security-based issues? You can have agents click on tickets as they arrive in the system, or you can filter them to help agents find specific tickets on the right-hand side of the dashboard. There is no limit to the number of ticket views you can create.

    You can hover over tickets to read deeper to see what the specific issue is, you can change a ticket priority, open or close a ticket, assign a ticket to a different group—all without having to open the ticket. If you select more than one ticket you can bulk assign them, close them, or bulk update. You can even merge tickets, link tickets, or run a scenario (a set of steps to resolve an issue) in bulk.

    Within each ticket you have a four-plane layout. You'll see a top card with high-level information, a lower card with the actual ticket, a third card with the priority level revealed, and a bottom card with the customer's contact details laid out. Within the contact widget, you can minimize the contact information to see linked tickets, time logs, and create a to-do-list for this specific issue. You can collapse any of those widgets so that you can focus on either plane. On a particular ticket you can scroll to the next or previous ticket, or you can click between the arrows to see all of the open tickets to jump to an overdue or priority ticket.

  • 33. New Contact Navigation

    You can add contacts to the system even if no specific ticket is assigned to that contact. What's especially cool about this feature is the ability to create a ticket from within the contact page, and assign that contact directly to a specific support agent by applying specific skill sets to said agent.

    For example: If an agent speaks Spanish, new tickets tagged as Spanish-only will be prioritized for that agent. The same can be done for VIP contacts. Simply attach a skill to that contact's ticket, and your superstar agents can be the ones to quickly troubleshoot for your VIP.

  • 4Miscellaneous Goodies (and Baddies)

    Freshworks really went and trimmed the hedges for Freshdesk, so there's a bunch of minor changes to the system you might not recognize as you navigate. For example: Freshdesk does a wonderful job incorporating gamification into ticket resolution. Unfortunately, in order to make space for all of the tables and charts on the main dashboard, users won't be able to see profile pictures displayed in the leaderboard tab.

    But not everything is a takeaway: Users will be able to edit items on to-do lists (in previous versions, items could only be deleted). The ticket filters panel has been moved to the right of the screen, as I mentioned earlier, it can be expanded or collapsed as required. In addition to exporting ticket data, you can now export company and contact data.

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Set the “days without a Facebook’s privacy problem” counter to zero. This week, an alarmed developer contacted TechCrunch, informing us that their Facebook App Analytics weekly summary email had been delivered to someone outside their company. It contains sensitive business information including weekly average users, page views, and new users. 43 hours after we contacted Facebook about the issue, the social network now confirms to TechCrunch that 3 percent of apps using Facebook Analytics had their weekly summary reports sent to their app’s testers, instead of only the app’s developers, admins, and analysts. Testers are often people outside of a developer’s company. If the leaked info got to an app’s competitors, it could provide them an advantage. At least they weren’t allowed to click through to view more extensive historical analytics data on Facebook’s site. Facebook tells us it has fixed the problem and no personally identifiable information or contact info was improperly disclosed. It plans to notify all impacted developers about the leak today and has already begun. Below you can find the email the company is sending: Subject line: We recently resolved an error with your weekly summary email We wanted to let you know about a recent error where a summary e-mail from Facebook Analytics about your app was sent to testers of your app ‘[APP NAME WILL BE DYNAMICALLY INSERTED HERE]’. As you know, we send weekly summary emails to keep you up to date with some of your top-level metrics — these emails go to people you’ve identified as Admins, Analysts and Developers. You can also add Testers to your account, people designated by you to help test your apps when they’re in development. We mistakenly sent the last weekly email summary to your Testers, in addition to the usual group of Admins, Analysts and Developers who get updates. Testers were only able to see the high-level summary information in the email, and were not able to access any other account information; if they clicked “View Dashboard” they did not have access to any of your Facebook Analytics information. We apologize for the error and have made updates to prevent this from happening again. One affected developer told TechCrunch “Not sure why it would ever be appropriate to send business metrics to an app user. When I created my app (in beta) I added dozens of people as testers as it only meant they could login to the app…not access info!” They’re still waiting for the disclosure from Facebook. Facebook wouldn’t disclose a ballpark number of apps impacted by the error. Last year it announced 1 million apps, sites, and bots were on Facebook Analytics. However, this issue only affected apps, and only 3% of them. The mistake comes just weeks after a bug caused 14 million users’ Facebook status update composers to change their default privacy setting to public. And Facebook has had problems with misdelivering business information before. In 2014, Facebook accidentally sent advertisers receipts for other business’ ad campaigns, causing significant confusion. The company has also misreported metrics about Page reach and more on several occasions. Though user data didn’t leak and today’s issue isn’t as severe as others Facebook has dealt with, developers still consider their business metrics to be private, making this a breach of that privacy. While Facebook has been working diligently to patch app platform privacy holes since the Cambridge Analytica scandal, removing access to many APIs and strengthening human reviews of apps, issues like today’s make it hard to believe Facebook has a proper handle on the data of its 2 billion users.

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