What's new with Freshworks Neo

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. 

Instagram DM Integration - Live with Neo Messaging API
Connect your existing Instagram Business accounts with Freshchat and start engaging with your customers. 

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. 

Unified Customer Record
Freshsales suite for ecommerce is powered with 360-degree customer view, enabling personalization.  

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

Developer Platform: FDK v8.0
The developer platform has been upgraded to run published apps on Node.js version 14. FDK 8.0.0.

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.

Exchange Web Service (EWS)
Email service now supports EWS protocol enabling real-time 2-way syncs, better security, and more.

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

Custom Objects
Integrated with the Search platform service. Marked text fields are now searchable.

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.

Analytics: Mobile Analytics
Analytics on-the-go: Search and mark your favourite widgets, view underlying data with filters, zoom and more.

WhatsApp Messaging
WhatsApp message reconstruction update for Freshchat: Agents can now access contextual templates.

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

Unified Channels Messaging
Freshworks products within the Freshsales suite and Freshdesk suite bundles can connect with 3rd party digital messaging platforms.

Unified Customer Record
Enhancement that ensures 'condition' checks required to create a journey campaign are accurately covered.
 

Custom Objects
Access control in LEGO now enables sharing custom objects with other products and marketplace apps.

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.

Platform Launch
The Neo platform goes live! Customize, extend, and unify digital experiences for customers, across Freshworks products