What's new with Freshworks Neo

Analytics Fair Usage Policy (FUP)

An FUP is now implemented in Freshworks Analytics to ensure that all active paying customers have an uninterrupted, performant, and smooth reporting experience. 

Automated Migration Assistance

Freddy Copilot for Developers enables customers to easily migrate their custom applications to the latest platform version with just a few clicks. Freddy Copilot now comprehends the necessary changes needed in the existing app code and suggests these changes within minutes. This AI-driven app migration saves customers significant costs when updating apps to the latest platform versions.

Modular app development

Freddy Copilot for developers now enables developers to build apps on Platform Version 3.0 using the Global Apps Framework. 

Global Apps Framework GA

The Global Apps Framework on platform version 3.0 is now Generally Available. This new framework introduces module-based building, allowing developers to build once and publish across multiple Freshworks products.

Connector Apps

Connector Apps are a new category of Marketplace Apps. These pre-built connectors make data sync and workflow automation with any external application simple. Customers can fast-track integrations, enjoy effortless customization while lowering total cost of ownership with pay-as-you-use pricing.

Neo admin center roles

Admin roles lets org admins create specific administrative roles per the assigned responsibilities. This lets org admins create a clutter-free experience for other admins and add an extra layer of security to permission sharing.

Enhanced Marketplace Experience

Customers can now find relevant apps for their business easily with an enhanced Freshworks Marketplace experience.

Analytics insights

Share prompts with Freddy AI and have it build unique widgets and have all insights visualized, be it trends, outliers or anything else. Available in Freshservice.

Analytics: Revamped Homepage

An all-new homepage for a seamless user experience with easy access to reports, trash and also the option to favourite reports and widgets. Available for Freshservice.

Freddy Insights

The all-new ‘Ask Freddy’ experience page features Freddy Insights and can be accessed by admins, supervisors or custom roles. 

UCR powered RFM Segmentation

UCR now powers Freshmarketer and Freshsales Suite to enable hyper personalized audience segmentation for campaigns. 

UCR: Field edit history for deals

Unified Customer Record, Freshworks' native customer data platform helps maintain a detailed record of changes made to any of the deal fields.

Analytics

With unified analytics, users can gain valuable insights and analyze critical information across Freshdesk, Freshchat, and Freshcaller (add-on) – all in one place.

UCR

UCR, ensures that a single customer profile is created and maintained inside Freshchat and Freshworks Customer Service Suite. 
This makes it easy for support agents to respond to customer conversations

Neo Admin Center

Security and billing

Security and billing features powered by the Neo Admin Center for Freshworks Customer Service Suite are now live.

Account activity timeline with contacts view

UCR now powers account activity timeline to store and display all contact-related events associated with an account.

WhatsApp for eCommerce

WhatsApp eCommerce capabilities are available in Freshchat via Bots, powered by the Neo platform.

Freddy Copilot for developers (Beta)

Developers can create innovative, high-quality, reliable apps faster with Freddy’s generative AI capabilities.

Global Apps Framework

Install an app once from the Freshworks Marketplace and use it across Freshchat, Freshsales, Freshdesk Contact Center, and Freshmarketer.

UCR: Field edit history

UCR now supports Freshsales Suite, Freshsales, and Freshmarketer to maintain a detailed record of changes made to any contact or account fields.

App review, ratings, and recommendations

Discover apps through in-gallery recommendations in the Freshworks Marketplace. Explore and filter better-rated apps, with app rating and reviews.

Analytics: Sub totals and grand totals

Get the sum of group totals with sub totals and an aggregation of all sub totals as grand total across tablular charts.

Analytics: In-product downloads

Get notified about your report download status directly within the product.

Analytics: Custom data labels for charts

Customize data labels for chart widgets with options to change font, colour, size, style and more.

Language support for custom objects

Admins can now upload translated labels for their custom object names and field labels.

Unified Billing Experience for Freshservice

Existing Freshservice customers have been migrated to the UBX module.

Freshsurvey enhancements

Freshsurvey now includes CSAT and CES surveys.

Developer Portal

Freshworks Paid Apps

Developers can build for Freshworks with best-in-class experience and unlock attractive incentives.

Account activity timeline

Powered by UCR (our native CDP), users can now get a holistic view of the accounts they are targeting.

Multiple Scheduling in Analytics

Now create multiple schedules, each with parameters like recipients, schedule time, and type within Analytics.

Biling Audit Log

Track the activities of the billing module from a dedicated tab within the Neo Admin Center.

UBX is now available for Freshservice new signups

Neo Admin Center's Unified Billing Experience (UBX) is now available for new Freshservice’s signups.

Gupshup SMS Integration

Native Gupshup SMS integration is now live.

Custom Metrics & Custom Attributes

Easily create metrics and attributes that suit your business needs using an array of functions and operators.

Report Sharing for user groups

Reports can now be shared with not just individual users but also groups with access controls to view and manage.

Custom Objects on the portal
Extend the functionality of custom objects to your support portal.

Freddy-based Contact Scoring 2.0
Add positive or negative product usage signals through Segment or with website tracking code. 

Freshdesk Customer Success - Slack integration

Agents can now collaborate effortlessly within Slack threads, armed with the right customer context. 

Introducing the All-New Report Builder Experience
Freshworks Analytics brings to you a new and improved UI to make report building simpler and faster.

Freshworks-Google’s Business Messages integration
Businesses can manage location based brands, engage with context and deliver timely support.

Improved Freddy-powered search for Freshservice (Slack)
Virtual Agent now provides better contextual understanding and greater accuracy in the results shown.

Improved Freddy-powered search for Freshservice (MS Teams)
Virtual Agent now provides better contextual understanding and greater accuracy in the results shown.

Unique Links for Analytics
Analytics now offers unique links for custom and curated reports as well as widgets within a report.

Unified Customer Record for Freshdesk Omnichannel
UCR unifies customer data across Freshdesk Support Desk, Freshchat, and Freshdesk Contact Center. 

Custom Objects V1 now live in Freshdesk
Custom Objects lets admins create business objects natively and bring in information specific to their needs.

End-User Apps (EAP)
Build custom apps or use third party apps on your customer facing portals for specific needs and drive better experiences.

Twilio SMS
The Twilio SMS integration for Freshchat, Freshdesk Omnichannel, and Freshsales Suite is now live. 

Analytics: Report Sharing
Create and share reports with access controls to view, edit and manage them.

Design Library: Crayons v3
Build interfaces consistent with Freshworks' product designs. Avail Crayons supporting 18+ new components.

Self-serve Billing
Freshsales suite offline billing customers can self-serve subscription changes, add more user licenses and more.

Idle Session Timeout
Configure idle session timeout within the Neo Admin Center and have users login everytime a session expires.

Passwordless Authentication
Go passwordless to enable a secure and convinient login system. Users will be sent magic links.

Session Timeout
Live across all Freshworks products, admins can configure the validity of sessions, with session timeout.

Developer Portal: Low Code
Solve business automation challenges with minimal or no coding! Avail early access to low-code.

Google Login
Access single-click Google sign up and login across Freshworks products for hassle-free authentication.

Analytics: Interactive Filters as Widgets
Create different cuts of data across a page or a report with lists, drop downs, buttons, sliders, toggle or more.

Analytics: Quick Filters
Get filtered views of a widget with a single-click on the report page with Quick Filters.

Google Business Messages
Integration is live in beta for Freshchat. Sign up and start engaging with end-users.

Analytics: Custom Metrics and Attributes
Customize and formulate your own metrics and attributes from an exhaustive list of functions and operators.

WhatsApp Business Management API
Customize your communications through WhatsApp message templates.

Two-Factor Authentication (2FA)
Organization admins can now mandate 2FA for some or all users from within Freshworks login.

Custom URL
Create custom URLs for the domains you use on the Freshworks server in minutes.