New Features and Enhancements Enhancements in web forms You can now customize your web form by adding your brand logo. Admins can enable permissions to other users in their Freshsales account to edit web forms.Learn more  Upgrades to linking social media profiles Easily add social media links for your contact or account by entering the username or the complete URL. This ensures you link the correct social profile and maintain accurate data management.Learn more Business card scanner You can capture the details of a prospect in the CRM by scanning the business card from your mobile device.Learn more Freshsales API add-on You can now avail a limit extension by opting for the API add-on if you exceed the API limits offered in your Freshsales plan. The add-on will be a private SKU at $250/month for API limits of 25k/hour. You can find the add-on listed as Freshsales - API Extension inside the Manage Plans page in your Freshsales account.Learn more  Changes to the Freshworks sub-processor list Category: Security ManagementWe plan to update our sub-processor list and will be adding Cloudflare, Inc to our list. You can find more details about these changes here. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. To know more about these measures, we encourage you to read our Data Processing Addendum and Privacy Notice completely.If you have any questions about this update, please write to support@freshworks.com. Bug Fixes  Customers reported issues with adding users to the CSS account. This has been fixed.  Customers reported issues with the OOO tag being added to the wrong conversation. This has been fixed. Users reported issues updating the Left Navigation bar settings due to validation errors. This has been fixed. Customers reported issues with accessing the phone page from the admin settings. This has been fixed.  The Related Deals section appeared blank when one of the fields was sorted. This has been fixed. Customers reported they could not reschedule custom sales activities using the "pick a date and time" option. This has been fixed. Users reported issues with sending bulk emails due to subscription-related errors. This has been fixed. Issues were reported with email conversation export within the selected time frame. This has been fixed. Customers reported latency issues with newly created fields reflecting in the CRM. This has been fixed.  Customers reported that the Website Embed code feature was missing from their accounts, and some reported chat groups missing from the admin settings. This has been fixed.  Customers with Freshworks CSS Subscription reported issues with sending emails via workflow where it fails with the error "Will not run (Reason: Email limit has been exceeded for workflows)". This has been fixed. Customers reported that the CSV import failed with the error "required fields not mapped" even though the mapping was done correctly. Some reported issues with the error file where columns appear modified. This has been fixed. Customers reported they could not change the lifecycle stage of contacts in the CRM as the lifecycle stage section in the contact landing page was greyed out. This has been fixed.  Customers reported issues with the sales sequence where the sequence triggers emails on weekends even though “exclude weekend” was enabled. Some customers also reported issues with sales sequence execution. This has been fixed. Customers reported issues saving contact scoring settings where the “Save” button was greyed out. This has been fixed.  Customers reported issues with accessing the Analytics feature from the Left Nav bar. This has been fixed.  The territory value was shown as null under the users list even though the value had been updated. This has been fixed.  Customers reported issues updating the deal stage due to a field dependency error. This has been fixed.  Customers reported issues with saving call log notes. This has been fixed. Customers reported issues accessing the “view tickets” section on the contact landing page as it showed an error: “You’re trying to access a hidden section under contact details. Talk to your admin”. This has been fixed.  Customers reported issues with notes not being displayed correctly, as the content was shown beyond the notes section. This has been fixed.  The creation of custom sales activity failed in the sandbox instance with the error “500 Internal Server Error”. Also, there were issues with editing field dependency in the sandbox instance. This has been fixed. Multiple customers reported issues with notes being updated when opened and closed despite no update. This has been fixed.  Contacts deleted by an existing user in the system were displayed as deleted users. This has been fixed.  Customers reported an issue with adding a document to the deal as it fails with the field mapping error. Issues with adding document types were also reported. This has been fixed.  Customers reported issues with updating the custom field of the product module, as the page was unresponsive while trying to save the value. This has been fixed.  When the emails bounced, the bounced tag was not added for conversations under recent activities. This has been fixed. Customers reported issues with editing the "Add deal" action in the workflow, as clicking on it showed a blank page. This has been fixed.  Tags did not appear in search results when added to records. This has been fixed. Email reminders were sent immediately when "Send later" was clicked and the scheduled time was changed. This has been fixed.   Customers reported an error with the lead conversion and deal creation due to a product association error. This has been fixed. ( The sales Account field remained blank despite having a value when trying to edit a contact from the deal. This has been fixed.  The checkbox to select sales activities was not shown when using Hebrew. This has been fixed. Customers reported issues with connecting the calendar in the CRM. This has been fixed. Customers reported that an "invalid date" error was displayed for workflow executions only in the Safari browser. This has been fixed. When a contact was updated via web form, the update email was sent from the CRM, but the URL for the contact was not showing up. This has been fixed. Despite the lack of updates, subscription-type updates were shown twice in the activity timeline. This has been fixed. Dropdowns were not clickable while creating documents from the deals landing page. This has been fixed. Customers reported issues with data mismatch in analytics. This has been fixed.  Decimal was appended automatically to the text field when it was updated via workflow referencing a number field. This has been fixed.  Access to create reports on certain modules was disabled for the account admin role. This has been fixed.   

 Note: All the features/enhancements below will be available on Starter and Growth plans on May 15th, 2024 & on Pro and Enterprise plans on May 29th, 2024.Product version: 2024.R05L.01New Features and Enhancements Measure the impact of Freddy Copilot Enhancements to Similar Ticket Suggestions Custom objects and lookup field enhancements Analytics support for Problem analysis section OAuth Authentication for Freshservice APIs  Custom Roles within Neo Admin Center Custom SSL Enhancements Use public APIs for On-Call Management Integrate Cisco Meraki with Freshservice Use Single Sign On (SSO) for Status Page Reports for Service Health Monitoring Discovery Probe 5.4.0 Improved Cloud Resource Discovery by Probe Identification of IT and Business workspaces Public API endpoints for projects & project tasks Freshservice Mobile App for Intune Important Updates Notices for new changes/upgrades/deprecation activities​​​​​​​ Bug Fixes New Features and EnhancementsMeasure the impact of Freddy CopilotCategory: IT Service ManagementWith Freddy Copilot designed to enhance agent productivity, tracking its overall business impact is important to understand your Return on Investment with AI. With Freddy Copilot reports, you can now get an overview of the usage trends and the impact-driven across key service desk KPIs.More details here.Enhancements to Similar Ticket SuggestionsCategory: IT Service ManagementGoing forward, similar incidents in Freddy Copilot will be referred to as similar tickets, and this capability will be expanded to cover all types of tickets, including cases, service requests, etc.Additional enhancements to similar tickets include:Enhanced accuracy of AI suggestions. Ability to populate similar tickets across different languages. Categorization of similar tickets into unresolved and resolved categories, facilitating early problem detection and swift actions.More details here. Custom objects and lookup field enhancementsCategory: IT Service ManagementUsers can now associate custom objects with ticket fields for increased flexibility. Additionally, analytics support has been extended to include lookup fields across tickets, changes, and service items, ensuring accurate reporting. The lookup field will be reportable, just as any other association, to empower users to report not just on the lookup field value but also on the associated properties. More details here.  Analytics support for Problem analysis sectionCategory: IT Service ManagementAnalytics support is now expanded to the analysis section, covering root cause, impact, and symptoms within the problem module. Users can now filter problems based on whether they are known issues or not.OAuth Authentication for Freshservice APIs Category: IT Service ManagementUsers can now authenticate Freshservice APIs with OAuth credentials as an alternative to API key-based credentials, enabling a more secure way to use Freshservice APIs. Users can exercise better control over app permissions with this method of authentication.More details below:Building and using OAuth apps with Freshservice APIs How to develop OAuth apps Find the OAuth scopes required for Freshservice APIs here.Custom Roles within Neo Admin CenterCategory: IT Service ManagementFreshworks organization admins can now manage user access for specific features of the Neo Admin Center. Custom roles can be created to manage access for permissions such as managing all users, their security, login policies, audit log, or a combination of these as needed.More details here. Custom SSL EnhancementsCategory: IT Service Management Users will now receive the following notifications when accessing the portal and requesting SSL certificates, ensuring enhanced security, reliability, and user experience on our platform.Access Denied for Non-HTTPS URLs:Users attempting to access the portal via non-HTTPS URLs will now encounter an "Access Denied" message. This proactive measure ensures that portal access is limited to secure connections, enhancing overall data protection.This restriction applies in the following scenarios: Until the new SSL certificate is accessed via an "https" URL. In case of SSL certificate creation failure. Request SSL CertificateAdmins will now receive a notification popup when requesting SSL certificates. This enables administrators to schedule necessary changes during non-business hours, optimizing operational efficiency and minimizing downtime.Use public APIs for On-Call ManagementCategory: IT Operations ManagementThe APIs for On-Call Management have now been made public. Users can now integrate the APIs in their existing ecosystem and access them outside of Freshservice web or mobile app. With this enhancement, users will be able to customize their on-call system for their unique needs and integrate with internal and external tools for additional functionalities.More details here. Integrate Cisco Meraki with FreshserviceCategory: IT Operations ManagementUsers can now easily integrate Cisco Meraki network management tool with Freshservice using a new out-of-the-box (OOTB) integration. This will help them monitor the alerts related to their network and devices from within the Alert Management module.More details here.Use Single Sign On (SSO) for Status PageCategory: IT Operations ManagementUsers can now set up Single Sign On (SSO) for internal subscribers of their private status page. For this, they need to visit the new ‘Security Settings’ section under Status Page settings. Users can either use Freshworks’ login or third-party SSO to secure their private status page. They can also provide additional security by specifying IP range restrictions for accessing both public and private status pages.External subscribers will continue to get authenticated using email-based authentication. They can now be identified in the subscriber list using a new filter.More details here.Reports for Service Health MonitoringCategory: IT Operations ManagementUser can now create and schedule reports to analyze the health of their services. The enhanced clarity offered by these reports enables users to promptly address any underlying issues. Key widgets for users to explore include:Service Impacted Aggregated Health Status Alerts Created and Major Incidents Details of Services and Tickets with Resolution Time Impacted Services by Group Impacted Services by Time Trend Graph of Impacted ServicesDiscovery Probe 5.4.0Category: IT Asset Management Discovery Probe 5.4.0 now comes with improved monitoring and system logs for proactive issue identification and detection of inactivity. It also sends discovery errors and aggregated stats to Freshservice, providing valuable insights into probe usage.More details here.Improved Cloud Resource Discovery by ProbeCategory: IT Asset Management We've improved our probe scans to prevent duplication of AWS, Azure, and VMware cloud instances across various discovery methods. In addition to scanning these VMs, Probe can now gather software information installed on these instances.To ensure effective deduplication across these sources, we've introduced a few prerequisites that must be met.More details here. Identification of IT and Business workspacesCategory: Enterprise Service ManagementAdmins will now see the workspace type (IT or Business) on the workspace creation and settings pages. Additionally, they will be able to view the list of functionalities supported in each workspace and the permissions that can be granted to IT and Business agents. Public API endpoints for projects & project tasksCategory: Project ManagementThe new public API endpoints for projects and project tasks help scale processes and streamline workflows thereby increasing efficiency. Here are the details:Users can create, view, and delete Project and Project Task associations to Tickets, Changes, Problems, and Releases. Users can add and update attachments to Projects and Project Tasks. With API endpoints for notes, users can create, update, and delete notes for a task and view all notes against a task. With the View Project Task API, users can access the most recent notes on a task. Users can add one or more members to a project with the ‘Add Members’ API.Freshservice Mobile App for IntuneCategory: MobileCustomers using Intune for mobile app management can now use the new Freshservice mobile app for Intune to impose policies on end users for improved access and security, enabling more governance over how employees use the Freshservice mobile app. If you're not using Intune, please continue to use the existing Freshservice mobile app, which offers the same capabilities.More details here. Important UpdatesNotices for new changes/upgrades/deprecation activities The following changes will be made effective by Nov 5th, 2024. Ensure that you’re prepared for it in your Freshservice account.Fair Usage Policy (FUP) for Freshservice AnalyticsTo ensure that all our customers have an uninterrupted, performant, and smooth reporting experience, we are implementing safeguards in some of our analytics capabilities starting Nov 5th, 2024.Who will be impacted?If you have created reports, data exports, or schedules in Freshservice Analytics that violate the Fair Usage Policy, you will be impacted by this change.What do you need to do?Ensure all your reports adhere to the FUP before Nov 5th, 2024. Follow in-product instructions displayed starting May 16th, 2024, and resolve FUP violations.More details here. Discontinuation of Legacy Versions of Marketplace AppsWe will discontinue legacy versions of a few Marketplace apps to ensure that you get enhanced and consistent app experiences. To ensure that these apps work as expected without disruptions, you will need to upgrade them by Nov 5th, 2024.Who will be impacted?You will be impacted if you are using any of the older versions of these apps.What do you need to do?Upgrade to the latest versions of these apps.More details here. Discontinuation of AWS Orchestration AppTo ensure that you get both Cloud Discovery and Orchestration capabilities in a single Cloud Management app, the AWS EC2 - Orchestration app will be discontinued on Nov 5th, 2024.Who will be impacted?If you use the AWS EC2 - Orchestration app (for cloud asset actions and custom workflows), you will be impacted by this discontinuation.What do you need to do?You can install the new AWS Cloud Management app and uninstall the AWS EC2 - Orchestration app.If you have workflows that use nodes from the Orchestration app, replace them with new nodes from the AWS Cloud Management app.More details here. Deprecation of the current Sandbox versionTo ensure you experience the enhanced capabilities of the revamped Sandbox in Freshservice, we will be deprecating the current version of Sandbox by Nov 5th, 2024.Who will be impacted?You will be impacted if you have an active Sandbox created using the current version on or before Nov 5th, 2024.What do you need to do?If you have an active Sandbox that belongs to the current version, you can destroy or sync it to enable the revamped Sandbox version in your account. For example, If your account has Sandboxes across three workspaces (Global, IT, and HR), destroy or sync all of them to access the revamped version.More details here. Bug FixesThese were the product defects detected, and they have now been fixed.In the drafts folder of the Knowledge base, users were not able to open the attachments.  For apps discovered through Gsuite integration, users who logged in via oAuth were not listed on the Software Users page. An error message appeared on the Workload Management dashboard when any work item was selected. Approval reminders were not being sent to users if they were triggered in business workspaces. In employee journeys, when initiators removed themselves from the initiator field in list view filters, the page broke instead of showing the requests that were accessible to them.

Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Changes to the Freshworks sub-processor listCategory: Security ManagementWe plan to update our sub-processor list. We will be adding the Cloudflare, Inc. sub-processor to our list.You can find more details about these changes here. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures.  Write to us at support@freshworks.com if you have any questions about this update. Cheers!

 Upcoming Features and Enhancements Bug fixesUpcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Changes to the Freshworks sub-processor listCategory: Security ManagementWe plan to update our sub-processor list. We will be adding the Cloudflare, Inc. sub-processor to our list.You can find more details about these changes here. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures.  Write to us at support@freshworks.com if you have any questions about this update. Bug fixesThese were the bugs detected, and they’ve now been fixed. Some agents remain in busy status instead of available after a call has failed and are unable to attend subsequent calls. Some agents observed that incoming calls ring only through headsets when ‘Ring through speaker and headsets’ is enabled.  

 New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  No new features for the month of April 2024.  Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Genesys app for FreshchatAgents can make and receive calls from the Genesys widget in Freshchat/the Suite. Setup call recording, call forwarding, and more with the Genesys CTI app. Custom modules app for FreshchatEnable agents to view Accounts, Deals & other custom modules related to native objects from the conversation inbox in Freshchat. Freshworks-Axialys integrationAgents can make and receive calls from the Axialys widget in Freshdesk. Set up call recording, call forwarding, and more with the Axialys CTI app. Freshworks-Ziwo integrationAgents can make and receive calls from the Ziwo widget in Freshdesk. Set up call recording, call forwarding, and more with the Ziwo CTI app. Dynamics CRM Connector AppSync contacts, accounts, and custom objects between Dynamics CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Pipedrive CRM Connector AppSync contacts, accounts, and custom objects between Pipedrive CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Snowflake Connector AppSync contacts, accounts, and custom objects between Snowflake and Freshdesk. Customers can also push reporting data into the Snowflake Warehouse. Azure AD Connector AppCreate and manage agents from within the Azure AD portal, simplifying user management in Freshdesk. Connector Apps Billing ImprovementsWe are improving the billing interface to simplify the process of purchasing Connector App tasks directly from the billing page in Freshdesk. Changes to the Freshworks sub-processor listCategory: Security ManagementWe plan to update our sub-processor list. We will be adding the Cloudflare, Inc. sub-processor to our list.You can find more details about these changes here. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures.  Write to us at support@freshworks.com if you have any questions about this update. Bug fixesThese were the bugs detected, and they’ve now been fixed. Team Inbox bugsAgents have observed that they are unable to enable Freddy when the Agent profile is in Arabic. The tooltip text shown when hovering over the Rearrange button is inaccurate. Some Agents are unable to download images from chat conversations. Canned reponse dropdown is not appearing for SMS conversations. Summarize conversation is enabled when multiple conversations are selected. The user interface experiences issues when keyboard shortcuts are used. In Firefox, clicking ‘Insert Link’ twice in an email conversation causes the UI to scroll to the top unexpectedly. Admin Experience bugsFreshdesk articles in the draft state get synced with the Freshchat bot. Agents are unable to view the onboarding page after signing up. Bot bugsIncorrect display of Publish and Deploy buttons in Templates. Bot preview does not show the Resolve Conversation node in the bot flow. Unable to import more than 30 Freshdesk FAQ categories within the bot. Unable to clone a bot flow. Incorrect display of custom function names within the Function name dropdown. Save and Map to Flow option missing while creating a new intent. Cheers!

Freshdesk’s all-new Analytics homepage offers a blend of visual appeal and ease of accessibility. Here’s what’s new:📌 Sleek & Clutter-Free Interface: Our revamped homepage showcases enhanced usability, ensuring a clutter-free and intuitive interface. It's now easier to navigate, with a design that's easy on the eyes.📌Organized Access: Find all your reports in one place! Access your Curated, Private, Shared, Owned, and Deleted reports effortlessly from the left pane.📌Bookmark & Filter: Save time by bookmarking your go-to reports under Favorites. Plus, refine your views and find exactly what you need with our enhanced filters.📌 Dedicated Help Center: From video tutorials to interactive self-guided tours, FAQs, and detailed solution articles - we’ve got you covered! To further familiarize yourselves with Analytics, we're introducing:Metric Guide: Your one-stop glossary! This guide has detailed definitions for all metrics and attributes to ensure you're always informed. Contextual Definitions: Now, whenever you're about to choose a metric or attribute in any dropdown across analytics, you'll find a handy definition right next to it. This feature extends to various selections, including metrics, Groupby, filters, etc.Learn more about the new homepage in AnalyticsOther enhancements in Analytics: Multiple scheduler: Admins can schedule the reports to be delivered to multiple stakeholders at different frequencies without cloning reports. Learn more Underlying data filters: Admins can drill down into the underlying data further using filters. Learn moreThis feature is available for all Freshdesk accounts. Reach out to support@freshworks.com for any queries. Thank you for being a part of our community. We're committed to enhancing your experience every step of the way. 🚀

 New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All features and enhancements below will be available to all customers from April 30, 2024.  The all-new Analytics homepage & enhancementsAn all-new Analytics homepage for a seamless experience with easy access to your favourite reports, widgets and underlying data filters.More details here. Multi-schedule ReportsSchedule reports to be delivered to multiple stakeholders at different frequencies, without the need to clone reports.More details here. Custom metrics shortcuts in Analytics Create custom metrics effortlessly from within the respective reports without the need to constantly navigate back-and-forth.More details here. Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Freshdesk-Playvox integrationBoost agent productivity and streamline your everyday support operations with the Freshdesk-Playvox integration. Freshworks-Axialys integrationAgents can make and receive calls from the Axialys widget in Freshdesk. Set up call recording, call forwarding, and more with the Axialys CTI app. Freshworks-Ziwo integrationAgents can make and receive calls from the Ziwo widget in Freshdesk. Set up call recording, call forwarding, and more with the Ziwo CTI app. Dynamics CRM Connector AppSync contacts, accounts, and custom objects between Dynamics CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Pipedrive CRM Connector AppSync contacts, accounts, and custom objects between Pipedrive CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Snowflake Connector AppSync contacts, accounts, and custom objects between Snowflake and Freshdesk. Customers can also push reporting data into the Snowflake Warehouse. Azure AD Connector AppCreate and manage agents from within the Azure AD portal, simplifying user management in Freshdesk. Connector Apps Billing ImprovementsWe are improving the billing interface to simplify the process of purchasing Connector App tasks directly from the billing page in Freshdesk. Changes to the Freshworks sub-processor listCategory: Security ManagementWe plan to update our sub-processor list. We will be adding the Cloudflare, Inc. sub-processor to our list.You can find more details about these changes here. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures.  Write to us at support@freshworks.com if you have any questions about this update. Bug fixesThese were the bugs detected, and they’ve now been fixed. Agent experience bugsIncorrect ticket count is displayed while using the Association Type field. While printing a ticket, the custom field record name is displayed instead of the actual record name.  Agents were unable to access the Power dialer option with Freshdesk. Watcher notifications trigger for the deactivated agent. Incorrect display of Chat Widget topics within Freshdesk. Existing Forward thread messages did not load in a Threads disabled account. Resolution Due by and First Response Due filters threw an error. Recommended features redirected to the CRM page on standalone accounts. When applying negative filters, special characters caused incorrect results. The tickets page throws an error if you’ve applied filters of a higher plan and then downgraded your plan. The multiple-choice dropdown search cursor was invisible at times.Integration bugsIncorrect behavior of the Hide Field App results in hidden fields being displayed on the New Ticket and Ticket Email pages. Unable to access the Shopify app from the Marketplace. Multiple Surveys icon needed when using SurveyMonkey.Translation bugsPriority field options are displayed in English despite having a different agent profile language. Default roles and descriptions are not translated while changing the profile language.Analytics BugsAgent Availability Dashboard incorrectly displays Chat and Caller agent availability. Cheers!

 New Features and Enhancements Upcoming Features and EnhancementsNew Features and Enhancements  All features and enhancements below will be available to all customers from April 30, 2024.  Update on Freshdesk navigationThe ‘Go to Freshdesk’ navigation option will be removed from the dropdown menu in the Suite.  Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Freshworks-Axialys integrationAgents can make and receive calls from the Axialys widget in the Suite. Set up call recording, call forwarding, and more with the Axialys CTI app. Freshworks-Ziwo integrationAgents can make and receive calls from the Ziwo widget in the Suite. Setup call recording, call forwarding, and more with the Ziwo CTI app. Dynamics CRM Connector AppSync contacts, accounts, and custom objects between Dynamics CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Pipedrive CRM Connector AppSync contacts, accounts, and custom objects between Pipedrive CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Snowflake Connector AppSync contacts, accounts, and custom objects between Snowflake and the Suite. Customers can also push reporting data into the Snowflake Warehouse. Azure AD Connector AppCreate and manage agents from within the Azure AD portal, simplifying user management in the Suite. Connector Apps Billing ImprovementsWe are improving the billing interface to simplify the process of purchasing Connector App tasks directly from the billing page in the Suite. Changes to the Freshworks sub-processor listCategory: Security ManagementWe plan to update our sub-processor list. We will be adding the Cloudflare, Inc. sub-processor to our list.You can find more details about these changes here. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures.  Write to us at support@freshworks.com if you have any questions about this update.  

We had scheduled the launch of the revamped Sandbox for all our users on the Enterprise plan on 30 April 2024. However, we'll now be rolling it out in phases over the next few weeks. This approach will help us ensure a seamless transition for those of you using the legacy Sandbox, and smoothly onboard you onto the revamped Sandbox.Some of you should see the revamped Sandbox already in your Freshservice accounts, while others will receive it shortly. You can continue using your existing Sandbox, and we'll let you know once the feature is enabled on your account. You can monitor this thread for updates.Thank you for your patience and understanding.-Team Freshservice

Join us at Sales Simplified! Get ready to elevate your sales game with Sales Simplified, an exciting virtual event for all things sales on April 30, 2024. Explore winning sales strategies with experts like Neil Patel, Morgan J Ingram, and Jared Robin, listen to customer success stories, and get exclusive updates on the latest Freshsales innovations in AI, automation, and more!Register NowNew Features and Enhancements Note templatesWe are refreshing your note-taking experience in Freshsales to ensure a simplified and consistent documentation process. Quickly add information about your sales calls, minutes of meetings, demos, follow-ups, etc., with ready-to-use templates.Learn more Sales essentials dashboardYou now have an out-of-the-box dashboard as part of Curated Reports to track all the key sales metrics around leads, deals, revenue, and sales productivity. Learn more LinkedIn tasks in sales sequencesCreate and manage your LinkedIn tasks with sales sequences. Upon clicking, the task will automatically open up the related LinkedIn profile so you can take action easily. Learn moreSales sequence templatesWe are introducing templates for sales sequences to help you get started with ease. Explore templates for high-touch and low-touch outreach across email, SMS, LinkedIn tasks, and more.Learn moreAccount 360 revampedThe Account 360 page is getting refreshed with a new look to match the other modules! Your user experience now has an upgrade with enhanced cards and customization options. You can access associated contacts, view data of past deals, and get insights into the account’s history of interactions from one page.Learn more Bug FixesCustomers reported issues with creating quotes from the deals page. This has been fixed. Customers reported issues with the sales account formula field placeholders not fetching values in the document. This has been fixed. Customers reported incorrect contacts being fetched via API using View ID. This has been fixed. Customers reported that the sales sequence metrics were not clickable. This has been fixed. Customers reported they were unable to access custom module records. This has been fixed. Customers using the Freshworks Customer Service Suite account reported they could not access the deal module. This has been fixed. Customers reported formatting issues with the product module's text area field “Description”. This has been fixed. Customers reported they could not edit custom module records when they moved to a different page in the custom module list view page. This has been fixed. Customers reported that deleted fields were displayed in contacts. This has been fixed. Customers reported field values were not displayed in the list view of the modules even though values were present in the field. This has been fixed. Customers reported they could not view imported contacts in the list view. This has been fixed. Customers reported that the UI did not reflect the "Updated_at" field. This has been fixed. Customers reported they could not create envelopes in DocuSign from the Deals page. This has been fixed. Customers reported that the field edit history was not tracked for a few contacts. This has been fixed. Customers reported issues with Sandbox creation being stuck in progress for a long time. This has been fixed. Customers reported that the "Show only stale deals" filter in the pipeline view showed all deals. This has been fixed. Customers reported issues with website integration where the source field was emptied for contact created via the identifycall. This has been fixed. Account team data does not merge when records are merged. This has been fixed. Customers reported that the field edit history incorrectly showed "updated_by" data as automation, even though no automation was set to update the field. This has been fixed. Customers reported journeys not processing the contacts correctly. They hit the exit block and exited the journey. This has been fixed. Customers reported they could not select an email address in the "From" dropdown. This has been fixed. Deals not part of the hierarchy quota were shown under the deals tab in the forecast hierarchy view. This has been fixed.

Drop your answers as comments, answers will be revealed mid next week!  ACROSS3. A field to capture/assign urgency4. You do everything to increase this score6. Be on time7. Try and test new configurations8. Enable customers to help themselves DOWN1. Assess customers' emotions from their tickets2. An occasional agent’s necessity3. Customers come here to raise tickets5. To automatically follow updates on a ticket, you become a ___ ?9. Let AI do its magic!

Important update: The new Sandbox will be rolled out for Enterprise plan customers in batches starting early next week. We chose this approach to ensure a seamless transition for everyone.Note: All the features/enhancements below will be available on Starter and Growth plans on Apr 16th, 2024 & on Pro and Enterprise plans on Apr 29th, 2024.Product version: 2024.R04L.01New Features and Enhancements Ticket List View Enhancements Enhanced Reply Suggester Granular permission controls for service item fields and approvals  Improved collaboration with ticket sharing Availability of conversation import for Slack Resolution note enhancements  Introducing the Revamped Sandbox  Requester Audit Log Enhancements  Explore a Modern View for Changes Save custom views for alerts Closure rules for major incident ticket type Kubernetes Cloud Discovery Discovery Probe 5.3.0 Jamf Marketplace App with OAuth Authentication  Take Action on AWS Cloud Assets  Enhancements to users table in Software details page APIs for Employee Offboarding Enhancements in parent-child ticket relationships Business rules enhancement Workflow Automator Enhancements Important updates Reminders for upcoming upgrades and deprecations Follow-up to our “Notices for new upgrades/migration activities” communication sent in Nov 2023.The following change will be made effective by May 2024. Ensure that you’re prepared for it in your Freshservice account. Bug Fixes New Features and EnhancementsTicket List View EnhancementsCategory: IT Service ManagementTicket list views have been revamped to enhance flexibility and cater to user preferences:Sorting has been extended to additional fields like dropdowns, dates, checkboxes, etc.  Customize the number of ticket records displayed per page, ranging from 30 to 100. Introduce advanced filters with field type exclusions, association-based filtering, and the option to match all/any conditions. Pro and Enterprise customers can use filters to identify tickets associated with incidents that have been published to the status page. Note: Depending on the volume of tickets in your account, the rollout of these enhancements may be phased, with access expected within four to six weeks. More details here.  Enhanced Reply SuggesterCategory: IT Service ManagementFreddy Copilot Reply Suggester now recommends responses based on the resolution of similar tickets in the past, expanding beyond the knowledge base.More details here. Granular permission controls for service item fields and approvals Category: IT Service Management To enhance permission control, we've implemented the following updates for service items and approvals:Admins must have 'Cancel approval' permission within 'Edit ticket properties -> Edit approval' permissions to cancel pending approvals. Previously, the ‘Play god’ permission was required to execute this action.  Admins require 'Delete service item fields' permission within 'Edit service item' permissions to delete service item fields. Previously, the permission 'Create/Edit Service Items/Service Category' was sufficient to perform this action.Improved collaboration with ticket sharingCategory: IT Service Management To improve collaboration within Freshservice, we have introduced the following capabilities to share tickets with agents and requesters. Tickets can be shared with agents to view public and included conversations (from/to/cc/bcc)  The ability to unshare tickets for both agents and requesters Improved email notifications for shared tickets on ticket activities and developments Easily share tickets with specific agents by @mentioning them in ticket conversations Automatic ticket sharing with workflow automation Users now have visibility into the public and include conversations (from/to/cc/bcc) when a ticket is shared with them. More details here. Availability of conversation import for SlackCategory: IT Service Management The ability to import conversations from Slack to Freshservice has been delayed due to pending approvals from Slack since our previous communication in February. This capability will now be available by the end of April.More details here. Resolution note enhancements Category: IT Service Management Users can now search for tickets based on resolution note content, ensuring swift access to relevant information. Additionally, resolution notes will be made available in print view for enhanced accessibility and documentation.More details here. Introducing the Revamped Sandbox Category: IT Service ManagementUsers can now create perpetual sandboxes and sync changes selectively and bi-directionally with the revamped Sandbox.Note:Customers with active Sandboxes that were created before 30 April 2024 must sync or destroy them to gain access to the latest version. Support for the older version will be limited. Learn more. This feature will be available only on the Enterprise plan.More details here.Important update: The new Sandbox will be rolled out for Enterprise plan customers in batches starting early next week. We chose this approach to ensure a seamless transition for everyone. Requester Audit Log Enhancements Category: IT Service ManagementWith this enhancement, the identity of an agent (who assumes the identity of a requester and performs actions like updating the requester’s profile or any action that generates an audit log), is displayed under ‘Performed by’. This new audit log can be found in Admin > Audit log. Explore a Modern View for ChangesCategory: IT service managementTo enhance your service desk experience, we have redesigned the change view to a more modern and scalable experience. Starting from April 29th we will introduce this new view for you to explore in phases. You can toggle between the classic view and the modern view for the next 30 days. Once the 30-day period ends, the modern view will be enabled as the default option for all users. Key features of the new UI include:New features  A more scalable and accessible framework to work with  Tweaks to boost the overall experience Improved access to applications and properties filterMore details here. Save custom views for alertsCategory: IT Operations ManagementUsers now have the power to create and save custom views tailored to their needs. This allows users to easily access the alerts most relevant to them by limiting the visibility to just themselves or all agents. Additionally, users can now apply additional filters on ticket association. Plus, with the ability to acknowledge alerts in bulk, handling multiple alerts is now more efficient than ever before.Closure rules for major incident ticket typeCategory: IT Operations ManagementStreamline major incident management process with closure rules that include Post Incident report completion, addition of resolution notes, time entries, completion of associated tasks, and closure or resolution of child tickets. This enhancement improves consistency in major incident management, making way for deeper insights.Kubernetes Cloud DiscoveryCategory: IT Asset ManagementIntroducing the marketplace app for Kubernetes Cloud Discovery. Agents can now discover and manage virtual assets across their AWS cluster accounts and sync them to Freshservice CMDB.The resources discovered include:Namespace, Node, Job, Service, Deployment, ConfigMap, CronJob, ReplicaSet, StatefulSet, DaemonSet, Pod.More details here.Discovery Probe 5.3.0Category: IT Asset ManagementDiscovery Probe 5.3.0 now includes performance improvements to prevent SQL injection attacks, ensuring a more secure environment for your data and applications.More details here. Jamf Marketplace App with OAuth Authentication Category: IT Asset ManagementAdmins can now use the new Jamf for Freshservice app with OAuth authentication for enhanced security and streamlined connectivity.With this integration, admins canAuthenticate Securely: OAuth authentication ensures a secure and seamless login process. Sync Apple Ecosystem Devices: Enable organizations on the Apple ecosystem to sync their macOS, iOS, and tvOS devices managed by Jamf Pro into Freshservice asset management. View Comprehensive Asset Dashboard: Offers a single pane of glass for asset managers to view all devices in Freshservice, including those fetched from Jamf.More info here. Take Action on AWS Cloud Assets Category: IT Asset ManagementWith the new  “Take Action” functionality for AWS Cloud assets, agents can perform quick actions on AWS Cloud assets directly from Freshservice cloud inventory and Incident page. This eliminates the hassle of switching between multiple cloud applications to perform everyday actions. With this functionality, agents canTake quick actions such as powering on/off, restarting, resizing, etc., on your cloud assets directly within Freshservice’s cloud inventory. Automatically identify impacted assets of an Incident and minimize resolution time by taking remediation action with a single click,Note: The AWS Cloud Discovery application has now been renamed and updated to the AWS Cloud Management app. With this new update, users can benefit from Cloud Discovery and Orchestration features from the same application. Please ensure to grant specific asset-level permissions for the Cloud Take Action feature. More details here.Enhancements to users table in Software details pageCategory: IT Asset ManagementAsset Managers can now search, sort and filter for all the fields of the software users table including the dynamic additional data fields.More details here.APIs for Employee OffboardingCategory: Freshservice for Business TeamsWith APIs for Offboarding, admins will now be able to streamline employee departures by automating workflows involved in the relieving process. These APIs facilitate the automated creation of offboarding requests and provide access to view existing requests and associated tickets. More details here.Enhancements in parent-child ticket relationshipsCategory: Freshservice for Business TeamsAgents will now be able to add any type of ticket as a child ticket to any other type of ticket. This would foster stronger collaboration between IT and different business teams by linking dependent action items with such ticket relationships. Newly introduced ticket relationships are ‘Incident’ / ‘Major Incident’ (parent) and ‘Service Request’/’Case’/’Query’/’Issue’/”Request’ (child) and vice-versa. More details here.Business rules enhancementCategory:  Workflows/AutomationAdmins can now hide the status field in ticket forms using business rules. This enhancement provides greater flexibility and customization for managing ticket statuses based on user roles and groups.Impact Areas:When a business rule is set to hide certain statuses for specific users, the following UI areas will be affected:New Ticket Creation Page: The status field will be hidden according to the specified business rule.   Ticket Details Page: The status field will be hidden based on the defined business rule.   Reply To and Add Note Option: The status field will not be visible if the "close" status is disabled for that user.   Close Option in Top Right: The "close" option will be hidden if the "close" status is disabled for the user.  Workflow Automator EnhancementsCategory: Workflows/AutomationWe have introduced a couple of enhancements to "Event" block in the workflow automator. Firstly, with the addition of the new event, "Department is updated”, admins now can define workflow triggers based on changes to the department.For instance, when a department is updated for an employee, admins can set up a workflow trigger to automatically send notifications, modify service assignments, or make other relevant configurations based on the updated department information.Additionally, admins can now easily define workflow events from Lookup dropdown fields with the new " Any to Any" option, eliminating the need for static "from" and "to" values. This enhancement offers greater flexibility and simplifies the process of setting up workflow conditions. Important updatesReminders for upcoming upgrades and deprecationsFollow-up to our “Notices for new upgrades/migration activities” communication sent in Nov 2023.The following change will be made effective by May 2024. Ensure that you’re prepared for it in your Freshservice account. [Rollback] Incremental Data Exports in FreshserviceWe will NOT be upgrading to Incremental Data Exports from May 1st, 2024 as communicated in November, 2023 and will continue to support Full Data Exports until further notice.What can you do?If you are currently exporting large data volumes and would prefer a faster way to get your data exports, we encourage you to try Incremental DataExports. Please reach out to us at support@freshservice.com and we will enable it for you.More details here. Discontinuation of the legacy Slack Servicebot App As the new Servicebot supports enhanced capabilities, the legacy version of Slack Servicebot app will be discontinued by May 1, 2024Who will be impacted?If you are currently using legacy Slack Servicebot app for ticket notifications, you will be impacted by this deprecation. What can you do?Please install our new Servicebot from the Freshservice Marketplace. More details here. Discontinuation of Conversational UIAs Freshservice prepares to focus only on the latest version of the support portal and collaboration platforms like Slack and MS Teams., the legacy Conversational UI platform will be discontinued by May 1, 2024.Who will be impacted?If your employees currently use the legacy Conversational UI interface of the support portal for their everyday requests and interactions with Freshservice, you will be impacted by this discontinuation. What can you do?You can choose from any of the following options:  Freshservice No-code portal Virtual Agent Freshchat Integration Use the Freshservice Support portal & make it your own with our intuitive no-code customization capabilities.   No-code Designer Portal   Leverage our Virtual Agent which offers support within collaboration apps like Slack and MS Teams.   Setting up Servicebot for Slack Getting started with Servicebot for MS Teams  Explore our Freshchat widget integration within your Freshservice portal at a small additional cost, and get live chat support.   Freshchat Integration   If you have specific use cases that you would want us to help you with, please reach your customer success manager, or write to us at support@freshservice.com.More details here. Discontinuation of Canned Response Suggester & Solution Article SuggesterSince the new Reply Suggester, which is part of our currently available Freddy Copilot offering, is an enhanced version of both the Canned Response Suggester (CRS) and Solution Article Suggester (SAS), and can perform more meaningful actions, these will be discontinued by May 1, 2024.Who will be impacted?If you were using either CRS or SAS, you will be impacted by this discontinuation. What can you do?Try out the Reply Suggester feature in Freddy Copilot. It is available as a part of the Freddy Copilot paid add-on. Note: Users will be able to create and use canned responses and solution articles. Only the ‘suggester’ (that intuitively suggests responses or articles) will be discontinued.If you have further queries, please write to us at support@freshservice.com. More details here. Bug FixesThese were the product defects detected, and they have now been fixed.Business rules to hide bundled service items were not working as expected, in the Agent Service Request page.  On-call notifications were not getting triggered in some cases when the agent group was re-assigned using a workflow. Fixed an issue where on-call notifications were not triggered in a few cases where incidents were getting updated via alert rules. Changes made to the Planning field were not reflected on the mobile app.  ‘Copy URL’ on Project Tasks earlier displayed an internal URL, now it correctly displays the the account URL/domain.   Effort allocation for Tickets in Workload Management earlier did not reflect any changes when the planned (start/end) dates were modified.

Bug fixesThese were the bugs detected, and they’ve now been fixed. Some agents reported a sudden decrease in credits. Some agents observed two calls being connected to the same agent.  

 New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All Below features and enhancements are available to all customers from March 31, 2024.  Phone channels page updateThree of our latest telephony integrations (Dialpad, Amazon Connect, and Five9) are now listed on the Phone Channels page for easier discoverability.More details here.  Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Email bot for Freshchat (Freddy Self Service)Your bots will respond and deflect repetitive, low-touch questions on the email channel of Freshchat with the most relevant solution articles. Narrow down FAQs (Freddy Self-Service)Offer personalized responses to customers by narrowing down the FAQs for your bots to use based on properties (user, conversation, or bot variables). Bug fixesThese were the bugs detected, and they’ve now been fixed. Team Inbox bugsAgents are unable to append conversations to existing tickets as the Select label option is not functioning. In the Post resolution quality coach section, the name of the Account Admin along with the Agent is displayed, although the Account Admin did not handle the conversation. Conversations get assigned to inactive Agents instead of Active ones. Some Agents are unable to remove attached files when the chat widget is in compact view as the delete button is hidden. Unable to tag Agents on private notes for some WhatsApp conversations. Emojis sent from Slack are not displaying correctly on Freshchat. Formatted texts sent from Slack are not displaying correctly on Freshchat. Some Agents have observed that there is text misalignment when the conversation subject is long. Some agents can only view a few conversations out of many that appear in search results. Some Agents reported that the count for certain views is continuously loading. Admin Experience bugsSome Agents have not received scheduled reports set to be sent daily. While adding a transparent logo to bots, some Agents observed a faint logo of the user beneath the bot logo. Bot bugsFailure in importing bots. Mismatch in Conversation Status between Chat and Bot. Display order is skipped in the Flows page when a template with Resend OTP Module is imported twice. Enabling NLP from the banner in the Omni account fails if "Learn from FAQs" is enabled. Resend OTP quick action is missing while importing OTP dialog. Error banner not displayed for button text exceeding 20 characters in unpublished bot version. Bot variables are not updated while changing values in Set Property Node action. Templates imported from Freshsales instance missing while filtering. Duplication of Flows while cloning Node groups with configured Natural Language Feedback. Inconsistent phone number validation between chat and bot. Conversation widget template bot preview fails to load for the second time. Bot incorrectly considers the Yes/No button on the Ask feature as feedback. Incorrect customer update events sent before name validation. Customer name property updates despite the invalid name input. Flows are invisible while executing actions with group assignment. Unable to migrate bots with more than one answer bots.  

 Upcoming Features and Enhancements Bug fixesUpcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Exclude tickets from list view easilyYou can exclude specific tickets from ticket view easily with a new filter added to the default and custom filter menu. All-new Analytics HomepageAn all-new homepage for a seamless user experience with easy access to reports, trash, and an option to favorite reports and widgets. Multi-schedule ReportsSchedule the reports to be delivered to multiple stakeholders at different frequencies without the need to clone reports. Custom metrics shortcuts in Analytics Create custom metrics effortlessly from within the respective reports without the need to constantly navigate back and forth. Bug fixesThese were the bugs detected, and they’ve now been fixed. Agent experience bugsArticle preview fails to load in the secondary portal. Customer profile link on the portal fails to load. Failure to reply to tweets due to cache refresh while adding a new Twitter handle. Resolution SLA on Omni dashboard displays number instead of percentage. Deactivated agent on the Freshdesk instance is not replicated on Chat within the Omni account. Survey responses incorrectly display analytics for merged tickets. Ticket replies create new tickets due to ticket ID removal. Emails are sent despite exceeding the maximum attachment limit. Ticket list page includes deactivated agents and displays incorrect agent count within Groups. Agents retain access to To-Do tasks in the Dashboard despite Group changes. Mismatch between Arcade Badge Names and Images.Automation bugsFailure to execute automation rules for events with advanced CSAT setup. Automation rule incorrectly assigns tickets to deactivated agents.Integration bugsUnable to navigate to the Onedrive login page with Freshdesk-OneDrive integration. Incorrect display of animation in SurveyMonkey despite having no data in the server.Admin experience bugsImproper display of buttons on the Knowledge Base page. Unable to view Omni dashboard for custom roles with analytics privilege. Billing page shows an incorrect number of Trial days.Translation bugsIncorrect translations displayed for contact fields.API bugsCompany field creation fails via API call. Cheers!

Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Update on Freshdesk navigationThe ‘Go to Freshdesk’ navigation option will be removed from the dropdown menu in the Suite. 

Are you ready to elevate your game for Q2 2024? We hope your Q1 was as refreshing as ours! As we gear up for the next phase, we invite you to join us as we delve into what we've launched in Q1 2024 and provide an exclusive preview of what's in store for the upcoming quarter.  What we’ll be covering in this webinar:Updates to the Suite Improvements to our integrations  The Q1 product roundup Sneak peek into Q2 2024  April 3 2024, WednesdaySlot 1: 8.30 AM IST | 11 AM SGT | 2 PM AEDTSlot 2: 9:30 PM IST | 5 PM BST | 9 AM PDT Register for the webinar here!

Important update: We have updated the release timelines of ‘Asset Assignment History’. This enhancement will be available by Apr 5th, 2024 instead of Mar 27th, 2024.Note: All the features/enhancements below will be available on Starter and Growth plans on Mar 18th, 2024 & on Pro and Enterprise plans on Mar 27th, 2024.Product version: 2024.R03L.01New Features and Enhancements SLAs for Problems  Task Reordering and Dependency  Archival of Historic Tickets Improved experience for ticket field suggester Enhanced resolution note generator Generate articles with ticket context using Freddy Copilot Nested folders for an improved Knowledge Base Easily download Analytics widgets and reports in-app Cross-module reporting in Analytics Fair use policy and limits for On-Call Management Sandbox support for Status Page Configure alert expiration period Alert data archival policy Enhanced view of alerts list page Workflows for alerts are now available  Assignment History for Asset Asset Discovery Sources E-signature for generated documents via. Dropbox sign Onboarding/Offboarding attributes added to ticket API Workspace attributes added to serverless ticket events payload Introducing Scheduled Data Exports for Project Analytics Comprehensive project reporting with custom metrics and attributes  Enhance UX with the Revamped In-product Project Analytics Homepage  Resolution note generator  Important updates Mailbox Authentication for Custom Domain Users Reminders for upcoming upgrades and deprecations Bug Fixes New Features and Enhancements SLAs for Problems Category: IT Service ManagementUsers can now set up SLAs for problems, enabling stronger governance and effectiveness for problem management. To enable SLAs for problems, go to My team > SLA and OLA policies and activate the toggle under the Problems tab.Note: Enabling SLAs for problems activates the 'Due by' field, business hour policies, and email notifications for problems that breach SLAs. Task Reordering and Dependency Category: IT Service ManagementUsers will now have the ability to reorder and define task dependencies associated with parent entities. With drag-and-drop functionality, users can seamlessly reorder tasks to match their priority and execution sequence. With automatic stack rank updates and finish-to-start dependencies, ensure flexible task management and improve process efficiency.More details here.  Archival of Historic TicketsCategory: IT Service ManagementWith the addition of ticket archival functionality, users can experience faster load times while ensuring efficient ticket management, enhancing the speed and efficiency of service delivery. Note: Admins can now configure the duration for archival starting from March end. Automatic archival of tickets will commence in May 2024 based on the duration selected. Once archived, admins will receive email notifications confirming the action. More details here.  Improved experience for ticket field suggesterCategory: IT Service ManagementWith the new experience, users can understand ticket field suggestions better by getting a comparative view of current and suggested field values to pick what is best and most appropriate.More details here.  Enhanced resolution note generatorCategory: IT Service ManagementThe enhanced resolution note generator includes support for additional actions, improved analytics capabilities, and more enhancements enabling a more seamless user experience.Here’s what we support now:Ability to use business rules to hide/mandate/disable resolution note field   Support for resolution note field in ticket APIs Track changes to resolution notes under activities  Get analytics support on resolution notes Export resolution notes during ticket exportsMore details here.  Generate articles with ticket context using Freddy CopilotCategory: IT Service ManagementWith the improved help article generator, generate articles based on existing ticket context in addition to the information from public sources. Build context-rich self-serve articles that can deflect tickets with the right resolution steps captured from existing ticket conversations. Nested folders for an improved Knowledge BaseCategory: IT Service ManagementCreate a well-organized and easily navigable knowledge base by nesting folders up to 10 levels deep. With the ability to nest folders to a greater depth, users can now access information quickly and efficiently, reducing search times and improving overall productivity. Categorize and subcategorize resources with ease, creating a streamlined navigation experience. More details here. Easily download Analytics widgets and reports in-appCategory: IT Service ManagementUsers can now easily download reports and widgets within Freshservice. Multiple reports and widgets can be downloaded simultaneously as well. In cases where the download size is large, the report or widget will be sent to the user’s email ID.  Cross-module reporting in AnalyticsCategory: IT Service ManagementUsers will now be able to visualize metrics from different modules within Freshservice on a single chart. With this agents will be empowered with cross-module trends to make informed decisions.Note: This feature will be available for all Pro, and Enterprise customers and for customers who have purchased the Freshvisuals (Analytics Pro) addon. Fair use policy and limits for On-Call ManagementCategory: IT Operations ManagementUsers can now be assured of receiving timely on-call notifications while not being flooded by unnecessary notifications with the introduction of the fair use policy and limits for On-Call Management. The policy sets limits at the agent level on the number of notifications they can receive per channel. Note: This policy will come into effect from 27th March 2024. More details here. Sandbox support for Status PageCategory: IT Operations ManagementEnterprise customers using the Legacy Sandbox can now experiment with the Status Page feature within the sandbox environment before setting up a new page in their live production setups. This allows them to refine configurations, agent permissions, and page aesthetics, while also gaining comprehensive insight into its functionalities. This would aid in minimizing potential errors upon deployment to a broader audience.Please note that at present, synchronization of settings between the production and sandbox environments is not available. Configure alert expiration periodCategory: IT Operations ManagementUsers now have greater control over alerts with the introduction of configurable alert expiration dates. Up until now, an alert that came into the system expired after a hard limit of 7 days. This meant that when a similar alert came in after 7 days, it was not aggregated as the previous alert was no longer there. With this enhancement, users will now be able to change the default value of 7 days and choose a value between 1 to 30 days.  Alert data archival policyCategory: IT Operations ManagementUsers will now be able to manage alerts easily with the introduction of the alert data archival policy. With the reduced clutter, they will be able to easily access the most relevant alerts. As per this policy, if an alert hasn't been modified in the last 6 months then it will automatically be moved to an archived state. An archived state is a read-only state where a user will be able to view the alert, but will not be able to perform any actions on it. However, such alerts will be available for reporting. Note: We are rolling out this feature in phases, with availability to all customers expected by the end of April. More details here. Enhanced view of alerts list pageCategory: IT Operations ManagementUsers will be able to analyze alerts with greater ease with default views like "Critical & error alerts", "Unacknowledged alerts", and "Alerts acknowledged by me". They will also be able to freeze and unfreeze columns, reorder columns, change column width, and use the compact view as well.  Workflows for alerts are now available Category: IT Operations ManagementNew users of the Alert Management System will be able to resolve incidents faster with a deeper analysis of alerts using workflows. They will be able to use nested logic to simplify the execution of multiple conditions, notify individual agents when an alert is created or updated, perform actions on external systems using webhooks, and more.Note: Existing users of the Alert Management System are requested to stay tuned to our Release Notes for updates on when they will be migrated from Alert Rules to workflows for alerts.More details here. Assignment History for AssetCategory: IT Asset ManagementUsers can now effortlessly access a detailed log showcasing the complete assignment history of assets directly from the asset inventory and requester profile. With a comprehensive asset assignment history:Gain a transparent view of asset usage patterns, streamlining audit procedures and ensuring accountability. Obtain valuable insights into asset utilization patterns, enabling more informed provisioning decisions and efficient troubleshooting processes. More details here.Important update: We have updated the release timelines of this enhancement. This will be available on 5th April, 2024 instead of 27th March, 2024.  Asset Discovery Sources Category: IT Asset ManagementWith the Asset Discovery source field, admins can now maintain a comprehensive record of all sources that have played a role in an asset's creation or modification over time. This offers a centralized and detailed view to track the diverse sources influencing the asset data with precision.We've also revamped Freshservice Managed Asset calculations to incorporate the new Discovery Source field. Now, your managed asset calculations will be based on the Source field, ensuring accuracy and precision in asset management. More details here.  E-signature for generated documents via. Dropbox signCategory: Freshservice for Business TeamsUsers across HR, Legal, Finance, and Procurement (as well as in other areas such as ITSM) can sign and approve various documents, such as purchase orders, contracts, and invoices. With this, users can sign and approve documents quickly without the need to print, sign, and scan hard copies. Onboarding/Offboarding attributes added to ticket APICategory: Freshservice for Business TeamsUsers will now be able to consume crucial attributes around onboarding/offboarding (visible as part of ‘Description’ in the Ticket UI) through the ticket API. This would be possible with the newly added ‘onboarding context’ and ‘offboarding context’ fields. These fields would contain onboarding/offboarding-related attributes that can be added to tickets from different stakeholder forms in the onboarding/offboarding workflow.  Workspace attributes added to serverless ticket events payloadCategory: Freshservice for Business TeamsUsers creating apps for Freshservice will now be able to retrieve the workspace of a ticket from the payload of certain ticket events. These events are ‘onTicketCreate’, ‘onTicketUpdate’, and ‘onConversationCreate’. This would be possible through newly added attributes ‘workspace_name’ and ‘workspace_id’More details here Introducing Scheduled Data Exports for Project AnalyticsCategory: Project ManagementUsers will now be able to generate detailed project reports by scheduling project data exports at any time of choice. These reports can be scheduled to be received either at an API URL or over email. Additionally, to enable fast project data feeds into BI platforms or custom applications for native reporting, these data exports will be incremental. Project data exports will be available for Projects, Project Tasks & Project Time Entries modules.Note: This feature will be available for all Pro and Enterprise plan customers.More details here.Comprehensive project reporting with custom metrics and attributes Category: Project ManagementProject admins and users can now create their own metrics & attributes that suit their requirements. These custom metrics and attributes can be defined and derived by applying arithmetic / logical operators and a variety of functions on existing metrics & attributes.Note: This feature will be available for Pro and Enterprise plan customers only.More details here.Enhance UX with the Revamped In-product Project Analytics Homepage Category: Project ManagementAgents can now get a better, clutter-free visual experience with easy access to Recent, Favourite, All, Curated, Owned, and Shared reports related to projects along with convenient access to Trash and Settings.More details here. Resolution note generator Category: MobileAgents can now add resolution notes for tickets from the mobile app to aid quick references. For customers with the Freddy co-pilot addon, this includes an AI-powered resolution note generator encompassing the root cause, actions taken, and resolution. Note: This feature will be available before the end of March 2024 and requires app updation.More details here.  Important updatesMailbox Authentication for Custom Domain UsersGoogle and Yahoo have announced a new set of mandatory requirements for email senders to protect email domains, maintain healthy delivery rates, and reduce spam rates. This change will be effective from April 2024. Who will be impacted?All Freshservice customers who have custom domains and have not enabled SPF and DKIM will be impacted by these mandates.What can you do?Configure DKIM and SPF authentication and publish a DMARC record to avoid outgoing email disruptions before March 31, 2024. More details here. Reminders for upcoming upgrades and deprecationsFollow-up to our “Notices for new upgrades/migration activities” communication sent in Nov 2023.The following change will be made effective by May 2024. Ensure that you’re prepared for it in your Freshservice account.[Rollback] Incremental Data Exports in FreshserviceWe will NOT be upgrading to Incremental Data Exports from May 1st, 2024 as communicated in November, 2023 and will continue to support Full Data Exports until further notice.What can you do?If you are currently exporting large data volumes and would prefer a faster way to get your data exports, we encourage you to try Incremental Data Exports. Please reach out to us at support@freshservice.com and we will enable it for you.More details here.Discontinuation of Team HuddleThe Team Huddle feature will be discontinued by Apr 1st, 2024, as we will be focussing on our integrations with Microsoft Teams and Slack, where we will continue to further enhance and add new collaboration features.Who will be impacted?If your agents use Team Huddle for collaboration, you will be impacted by this discontinuation.What can you do?Explore and transition to our Slack and MS Teams based collaboration capabilities, or stay tuned for our upcoming “Share Ticket” feature.Reach out to support@freshservice.com if you have any questions about this change.More details here.Discontinuation of the legacy Slack Servicebot App As the new Servicebot supports enhanced capabilities, the legacy version of Slack Servicebot app will be discontinued by May 1, 2024Who will be impacted?If you are currently using legacy Slack Servicebot app for ticket notifications, you will be impacted by this deprecation. What can you do?Please install our new Servicebot from the Freshservice Marketplace. More details here.Discontinuation of Conversational UIAs Freshservice prepares to focus only on the latest version of the support portal and collaboration platforms like Slack and MS Teams., the legacy Conversational UI platform will be discontinued by May 1, 2024.Who will be impacted?If your employees currently use the legacy Conversational UI interface of the support portal for their everyday requests and interactions with Freshservice, you will be impacted by this discontinuation. What can you do?You can choose from any of the following options:  Freshservice No-code portal Virtual Agent Freshchat Integration Use the Freshservice Support portal & make it your own with our intuitive no-code customization capabilities.   No-code Designer Portal   Leverage our Virtual Agent which offers support within collaboration apps like Slack and MS Teams.   Setting up Servicebot for Slack Getting started with Servicebot for MS Teams  Explore our Freshchat widget integration within your Freshservice portal at a small additional cost, and get live chat support.   Freshchat Integration   If you have specific use cases that you would want us to help you with, please reach your customer success manager, or write to us at support@freshservice.com.More details here.Discontinuation of Canned Response Suggester & Solution Article SuggesterSince the new Reply Suggester, which is part of our currently available Freddy Copilot offering, is an enhanced version of both the Canned Response Suggester (CRS) and Solution Article Suggester (SAS), and can perform more meaningful actions, these will be discontinued by May 1, 2024.Who will be impacted?If you were using either CRS or SAS, you will be impacted by this discontinuation. What can you do?Try out the Reply Suggester feature in Freddy Copilot. It is currently on public beta and will be available as a paid feature starting Feb 5th, 2024.Note: Users will be able to create and use canned responses and solution articles. Only the ‘suggester’ (that intuitively suggests responses or articles) will be discontinued.If you have further queries, please write to us at support@freshservice.com. More details here. Bug FixesThese were the product defects detected, and they have now been fixed.Some customers were unable to edit an agent profile with a 'The page you were looking for doesn't exist.' error/page. As a result, they were unable to add any permissions to any agent. In Workflow Automator, the ‘copy’ icon in the execution logs of a Web Request Node was not working as expected.  In On-call management, we rectified an issue while viewing page 2 onwards of the on-call schedules page which required a page refresh to view the correct schedules. Widget exports from the Analytics module were missing data. Some customers were unable to use the Resolution Notes placeholder for custom fields in email notifications. Some agents were unable to view the list of tickets from the dashboard widget. Updates to certain fields in the assets module weren’t being logged in activities when the field was cleared. Unable to download the Discovery Probe when the Agent’s primary language is Japanese. Agents were unable to apply filters using custom fields in the change calendar. When “Can see all tickets from this department” was checked on requester profiles, an additional field called “Can see all tickets from associated departments” also appeared to be checked.

New Features and Enhancements Simplified admin experienceWe have introduced a new menu bar for the Admin settings. The features are categorized under the options on the left navigation menu, making it easier for users to discover the right option and take action. Account hierarchyUsers can get a holistic view of customers’ company structures, engage with specific divisions, and make informed decisions on an account with the Hierarchy View powered by the UCR.Learn More Territory hierarchyUsers can structure sales efforts into broad Parent Territories and specific Child Territories. This approach will help optimize resources and provide insights into regional performance.Learn MoreAuto-assign territories to recordsThe CRM automatically updates records(contacts, accounts, and deals) with a user's main territory, reducing manual effort and ensuring data consistency. Admins can configure main and other territories for users, enabling automatic territory assignment based on record ownership.Learn More Updates to quotes creation flowUsers no longer need to manually add products to the quote every time. When a new quote is created, the products associated with a deal will be auto-populated in the quote pricing table. The ‘Auto-sync products with quote’ checkbox has been moved to the quotes overview page. Users can now sync quotes to a deal by enabling the ‘Sync quote with deal’ toggle.Learn More  Bug Fixes Customers reported issues with creating custom fields in the contact module. This has been fixed.  Customers reported encountering a “No Access” error when accessing specific curated marketing email reports. This has been fixed.  Customers reported encountering an “Access Denied” error when refreshing or navigating to the Activities Dashboard page from different modules. This has been fixed. Customers reported UI breakage when the profile language was changed to Hebrew. This has been fixed. Customers reported a mismatch between the date value shown and the value inputted. This has been fixed. Customers reported that the “Live Dashboard” was disabled for the default Administrator role. This has been fixed.  Customers could not toggle off "Mark as required" in default dependency between the Forecast category and the Expected close date. This has been fixed.  Related contact details were not showing when users searched for deals from global search or other modules. This has been fixed. Customers reported issues with purchasing user licenses where the licenses were reversed automatically. This has been fixed.  Some customers reported issues loading an email template while drafting an email. This has been fixed. The Edit icon for the contact details section under the email conversation page was not loading for some users. This has been fixed. Some customers reported issues with user list loading as options when configuring conditions in the workflow automation. This has been fixed.  Some customers reported issues with contact creation when the dependent mandatory fields were configured. This has been fixed.  Customers reported issues updating contacts fields from the details section because the page automatically scrolls up once successfully loaded. This has been fixed. Customers reported an issue with primary territory values being nullified. This has been fixed.  Customers reported issues with editing/adding/deleting contact Lifecycle stages. This has been fixed. A few customers reported issues resizing the pricing table columns as they were reverting to the default size. This has been fixed. Customers reported discrepancies while uploading images in the document. The entire image did not appear in the preview, and the sides of the image were cut off. This has been fixed.  When trying to re-order the dependent fields of the custom module, customers received an error "Custom module you are trying to access is not present.” This has been fixed.  Some customers reported issues with scheduled emails being sent based on the user’s profile setting time zone instead of the chosen time. Issues were also reported, with scheduled emails being sent immediately instead of at the scheduled time. This has been fixed.  Customers reported discrepancies in the data shown in the “Imported_by” field and a mismatch in the count of “Records updated” and “Records skipped” under import history. This has been fixed.  Customers reported issues with contact creation via the mobile app (iOS). This has been fixed.  Customers reported issues accessing import history even though they were assigned as an account admin. This has been fixed.

Bug fixes These were the bugs detected, and they’ve now been fixed.Agents are unable to save call outcomes.  Admins are unable to add caller roles to Agents if the Freshsales add-on is purchased before the Freshcaller add-on. Cheers!

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All Below features and enhancements are available to all customers from February 29, 2024.  Sentiment Analysis (Freddy Copilot)Leverage Freddy to understand your customers’ emotions and prioritize conversation based on expressed sentiments. You can soon leverage sentiment reports to get insights to refine your support processes.More details here.  Freshchat-Playvox integrationBoost agent productivity and streamline your everyday support operations with the Freshchat-Playvox integration.More details here.  Integrate RingCentral with FreshchatIntegrate Freshchat with RingCentral to manage all customer conversations across channels from one unified inbox.More details here. More inbox actionsAgents can now quickly assign conversations to themselves. They will now get an 'Assign to me' option for any unassigned conversation in the Team Inbox.More details here. Enhanced translation logic for Freddy Self-Service features (Freddy Self-Service)Bot conversation summaries will now be translated into the customer/agent languages. The names of dialogs and APIs created using text prompts will be translated into the primary bot language. Success and failure responses for text prompts will be translated into the Admin profile language. Bot insights (insight names, utterances, bot flow names, dialog content, API names, and function names) will be translated into the language configured in the user's profile (agent/admin). Upcoming Features and Enhancements  Check them out here!  Bug fixesThese were the bugs detected, and they’ve now been fixed. Team Inbox bugsCertain conversations in the inbox disappear intermittently, requiring a browser refresh for Agents to regain visibility. Some Agents can view WhatsApp templates instead of using the text editor when the channel switcher is enabled. Agents have noted that some conversations experience a 10-20-second delay upon arrival, leading to the breach of first response SLA. Agents encounter difficulty viewing the bot toaster message as it obscures behind the conversation window. Some Agents have noticed that placeholders in canned responses fail to display current or real-time values upon expansion, and formatting options for text are not applied. Agents are unable to view phone conversations on sorting. Some Agents have noticed that emails with large content do not get created as conversations.Admin Experience bugsAgents encounter difficulty viewing the bot toaster message as it obscures behind the conversation window. Some Agents have noticed that placeholders in canned responses fail to display current or real-time values upon expansion, and formatting options for text are not applied.Bot bugsUtterances with “space” fail to save in Q&A. Channel icon overlaps with the Use template option on the Templates page. Failure in uploading localization files in dialogs. Incorrect display of deploy script in Agent Assist bot. Article link in the FAQ within Q&A section displays poorly. Bot flow fails to trigger if flow is configured in Entity Recognition page. Cloned bot version with custom function fails to execute. Bot builder page freezes while switching between tabs. Input translation fails in Multilingual Bot. Incorrect behavior in bot conditions while using double quotes in condition. Failure to capture customer name in contacts. Bots with inputs configured in the flow fail to trigger. File uploads fails for self service widget in bots. Tags added to FAQs are from the Q&A section in the bit builder. Cheers!

Upcoming Features and Enhancements Bug fixesUpcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Automations for CollaboratorsWhen a collaborator performs an action, such as replying to a ticket, the ticket status will be automatically updated and automations can be applied. Sentiment Report (Freddy Copilot)Leverage sentiment reports to analyze trends in customer sentiment and gather valuable insights to refine support processes. Customizable Sidebars Rearrange user properties in the sidebar based on frequency of usage. This will ensure that the most relevant information is easily available while resolving customer queries. Custom date fields as filtersCreate custom date fields and use these date fields to filter tickets based on dates.  Aggregated exports in Ticket Lifecycle ReportGet a detailed breakdown of the time spent on each ticket, by status on the Ticket Lifecycle Report export. Bug fixes These were the bugs detected and they’ve now been fixed. Agent experience bugsUnable to send outbound emails using email template. Forwarding template option missing in Agent Reply template. Ticket subject truncates if the subject is modified. Captcha verification is broken for API verification in Profile Settings.  Proactive Email setup fails due to missing Proceed button. Incorrect behavior in custom drop-down creation in contacts & companies. Ticket filtering fails for tickets created with tags. Unable to rearrange columns in Ticket list page when Group/agent column is added. Ticket fields mapping mismatched in Ticket View list. Custom roles with edit ticket properties fail to update. Incorrect message displays in ticket activities when agent is deactivated. The update button on the Ticket List page remains enabled even when no changes have been made to the tickets. Scorecard widget in the custom dashboard displays incorrect values for tickets associated with the default product. Translations missing in canned forms.Automation bugsForwarded ticket actions via automation are not associated with the appropriate email address.Integration bugsHootsuite integration with Freshdesk fails. Login into Freshdesk in Hootsuite fails. Incorrect user name displays in Microsoft Teams when a note is added. Google drive link fails to open in Freshdesk ticket list view page.Admin experience bugsIssue with assigning primary global email in Email setup page. Incorrect behavior in groups while adding deactivated agents to groups via API. Unable to add new collaborators via tagging in discussion threads. Incorrect mapping of agent licenses in Freshdesk on CSS account. Cheers!

New Features and Enhancements  All below features and enhancements are available to all customers from February 29, 2024.  Empower support teams with Freddy CopilotThe Freddy Copilot add-on is available for purchase at $29 per agent per month — and it comes with free access to Freddy Insights (beta) for a limited time.More details here. Caller widget inside CSSThe Caller widget now comes with the options to view conversations, create tickets, or link to existing tickets in the Customer Service Suite.More details here. Unified ProfileAgents can now manage their profile preferences from a single place instead of switching between products.More details here. Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Freshmarketer add-on to the SuiteYou can soon use the Freshmarketer add-on to the Suite to have a unified solution to meet your marketing and support requirements. Connector Apps for CXSync Freshdesk and Freshchat seamlessly with your tools. Customize workflows, choose 1 or 2-way sync, and monitor in real-time. Pay-as-you-go pricing. Now available for Salesforce, with more integrations coming soon. Unified Contacts and Accounts View contact and account lists across modules without having to switch between screens. Unified Freddy ExperienceCentralizing Freddy settings from conversational and ticketing modules into a unified experience within the CS Suite for easy and seamless admin management. Cheers!

Businesses can simply ask Freddy to build Regex validation with simple text prompts and Freddy will take care of the rest.Agents will no longer need to struggle with figuring out how to write the Regex for their business requirements. Asking Freddy to generate Regex to match a custom input is a Freddy Self Service feature.Learn more about using Regex in the bot builder. 

Bug fixes These were the bugs detected and they’ve now been fixed.Agent receives multiple calls even when Concurrent call management feature is enabled. Calls fail to connect when they are automatically routed.