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Freshservice Release Notes - Apr 2024Freshservice Release Notes - Apr 2024

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 S

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3 hours ago

alyssia.correaCommunity Manager

published in News and Innovations

‘Tis the Season for Dark Mode - Activate the all-new Freshservice experience on your web and mobile app!!

From Dawn to Dark with Freshservice! Hello Freshservice Community!  Guess what? We've got some seriously cool news to brighten up your day – or should we say, darken it a bit? Drumroll, please! 🥁 The product idea with the most votes has officially stepped into the limelight! Can't resist a good play on words, can we? To all of you that said, It’s time to embrace the dark side and unleash your inner night owls! Public Beta for Dark Mode is now LIVE! Hold on to your keyboards because we're over the moon to spill the beans on our latest and greatest update! We're officially launching Dark Mode support for both the web agent portal and our mobile apps. It's not just an update; it's a leap into the sleek, eye-friendly, and downright cool!  A Sneak Peek into the ShadowsDuring this beta release, you can toggle between the classic light theme and the all-new Dark Mode. To get started, just head to your profile menu on the web or the settings menu on the mobile app and make the switch. Dar

188633

24 days ago

Matt HTop Contributor

asked in Ticket & Workflow Management

Run automation workflow on specific date?

Is it possible to somehow trigger a workflow to run on a specific date that the requester selects in the ticket/form? Like an End- or start date for an employee?

10 days ago

AnushaCommunity Manager

Phased launch of the revamped Sandbox

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

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3 days ago

Kamakshi VCommunity Manager

published in Announcements and Events

Meet your Subject Matter Experts, our Freshworks Community Heroes!

Dear Freshworks Community,Reflecting on our Community’s journey so far, it's amazing to see how much we’ve grown and evolved–it’s been quite the ride! Before we delve into the much awaited news, we’d like to extend our heartfelt thanks to all our community members for being a part of this incredible journey. We take immense pleasure in introducing the heroes of our community — Your Subject Matter Experts (SMEs), dedicated to providing support and sharing product expertise. From Product Specialists to Solution Engineers, Solution Architects, and Customer Success Managers, they will be your guides, collaborators, and partners to success. The focus of our Community SMEs is to participate in discussions, host events, and provide tailor made solutions.You can engage with your Community SMEs through discussions, direct messages, or explore their profiles for efficient assistance and also learn more about them - while you’re at it 😀 We are really excited about our upcoming initiatives and a

30216

24 days ago

Patric BApprentice

asked in Automations and Workflows

Whatsapp - Automatic reply

Hi Freshdesk,We have connected a Whatsapp account to Freshdesk. Integration was smooth and easy.Now, We are receiving requests from customers via this channel, and we see a need to hav a automatic reply about our office hours etc. When will this be avilable? ThanksPatric

22 days ago

halenyTop Contributor

asked in Apps and Marketplace Integrations

photo editing

Which apps are best to work on photos and edit videos

9 hours ago

BortFrenzyContributor

asked in Ticket & Workflow Management

Help Using APIs to Allow a Service Request to Update a Service Request

Bear with me as I explain the setup I am trying to get working. I have a service request that I would like to allow managers to put in, but then would need follow up information from HR. All the fields in the service request would then be used for automation, so I need HRs contribution to be added to the primary service request. I have an initial service request that gets the primary information I need, with fields not visible to the requester that HR will be responsible for. Once the manager submits the request, a workflow generates an email for HR with the ticket number of the service request the manager submitted along with a link to a separate service request that has the same fields that were invisible to the initial requester along with a field to put the ticket they are trying to update. HR fills in the ticket number and the extra fields needed and submits. Still with me? If so, good 👍 I am trying to use the “update requested items of a service request” api (put /api/v2/tickets

2 hours ago

radhika.narayananSkilled Expert

published in Apps and Marketplace Integrations

Seamless user management with Freshservice + Azure Active Directory (AAD) Provisioning 🔄

Hello folks! Welcome to another episode of “Appsolutely Connected with Freshservice”. If you’re new here, check out our series to get the lowdown on all the top integrations you need to ‘app your IT game’💪🏼!Efficient user provisioning and secure authentication are vital for organizations to streamline IT operations and safeguard data. If your organization is using Azure Active Directory (AAD) as the single source of truth for user information, this integration is for you!Freshservice + Azure Active Directory (AAD) Provisioning provides a unified view of your essential user data in your service desk instance. You can enhance user authentication and user provisioning for your service desk by synchronizing data such as users, locations, groups, security, applications, permissions, and custom attributes from AAD to Freshservice. How does the integration work?🤔Automatic User Creation and Sync: Once a user is assigned in AAD, Freshservice automatically creates the requester/agent based on

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17 days ago

JTAVOLAROSkilled Expert

asked in Ticket & Workflow Management

freshservice workflow that can change the requester of an emailed ticket

Does anyone have a way to change the requester of an emailed ticket using workflow?Someone sends an email to FS to create a ticket, but they want all notices and communications to go to someone else.

25 days ago

ian_kContributor

asked in Analytics, Reports & Dashboards

Aged tickets

HiI am struggling on how to create an “aged tickets” list for my dashboard. Would need to show all tickets in any status apart from resolved & closed that are under 90 days old. Any help welcome.

9 days ago

Erakles73Contributor

asked in How do I....?

Link to a specific note or reply in a Ticket (e.g: permalink)

Hi,I often need to refer a collegue to a specific note or reply in a ticket that has many notes and reply.In similar situations in other platforms, I can often find a permalink of sort, i.e: the url of a specific comment or piece of conversation. This URL is usually accessible by right-clicking on the timestamp of the comment.Is there anything similar in Frehdesk?If not? Do you plan to introduce it?It’s not very efficient having to say to a team-member, for example, “please check my 5th note in this ticket”, or “the second to last response from the customer” etc...

5 days ago

celliottApprentice

asked in Automations

Web Request Node & Content-Type application/x-www-form-urlencoded Header in Automator

I am attempting to request an access token via Microsoft’s Graph API with the Web Request node in Automator and it’s failing saying that I am missing the “grant_type” parameter. I have already verified the (near) exact config works from a PowerShell Invoke-WebRequest command. Does anyone have any ideas? I’ve attached my config and the “Test Web Request” output/response. { "error": "invalid_request", "error_description": "AADSTS900144: The request body must contain the following parameter: 'grant_type'.\r\nTrace ID: \r\nCorrelation ID: \r\nTimestamp: 2023-03-02 20:56:54Z", "error_codes": [ 900144 ], "timestamp": "2023-03-02 20:56:54Z", "trace_id": , "error_uri": "https://login.microsoftonline.com/error?code=900144"}

27 days ago

RioApprentice

asked in Analytics, Reports & Dashboards

Exporting Filtered Data

I’ve created a number of custom reports in Freshdesk Analytics with Filter widgets included, for example filtering by agent, status, or ticket type. I would like to be able to download the data with those filters applied, as the data appears in the UI. The current export is providing me with all data for the report as though filters were not being applied. Is downloading filtered data an option in Freshdesk?

5 days ago

maghedSkilled Expert

asked in Assets

ITSpaceApprentice

asked in Automations

Route Tickets Between 2 Freshservice Instances

Hello,Can someone help me understand how to build routing between two Freshservice instances (accounts). We want to be able to create a way that moves a ticket to our non IT Support Instance if we move the ticket to a particular group.Thanks!

11 days ago

ComputerGuy7Apprentice

asked in Portal/Knowledge Base

Knowledgebase, Solutions - need better draft management

I am curious if other are running into the same issue we are having with editing solutions in the knowledge base of Fresh Service. Things we are seeing:the moment an edit starts, the article goes into draft mode. this makes it not published and people cannot see the previous published version. If two people edit the same article at the same, only the changes from the last person to save are kept. Articles do not lock while editing to prevent this. We are moving a lot of content into Articles right now. articles are constantly going from published > draft > awaiting approval > published > (repeat). People cannot find the content when it is draft or awaiting for approval. This is a problem for us. I submitted an idea, but nobody has up voted, so maybe I am the only one affected by these deficiencies.

3 days ago

Mike.Borst5301Apprentice

asked in Apps and Marketplace Integrations

PowerBI Integration

Anyone having any luck using PowerBI to pull metrics out of FreshService as I am not a big fan of their analytics section???

14 days ago

Kamakshi VCommunity Manager

published in Announcements and Events

Engage with our Speakers: Empowering Women in Tech Session - Ask your Questions here!!

Helloo Freshworks Community! Happyy Fridayyy!! We're so excited to present an engaging roundtable session - "Empowering Women in Tech: Overcoming Challenges and Shaping the Future," on May 15th at 10:00 a.m. EST | 7:30 pm IST. This session, hosted by our Community SME, @Jessisgood , will feature a great lineup of Women in Tech from various industries. They'll be sharing their career journeys, discussing how they navigated obstacles, and offering insights into the future of IT. Join us for an enlightening conversation! We're delighted to welcome and introduce our speakers. Below, you'll find a brief bio for each of them along with insights into their respective roles. Rachel BeckerSenior Director, Business SolutionsEABRachel Becker (@rbeckereab) is a seasoned IT leader with a strong background in project management, product design, and events technology. In her role at EAB , she has spearheaded the development and implementation of both off the shelf and homegrown software solutions use

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5 days ago

AnushaCommunity Manager

published in Announcements and Events

Meet Subject Matter Expert Vidhi Sharma >>> ITOM UnlockedNews

Hello everyone!I’m really pleased to announce our first ever live Q&A session with our ITOM Subject Matter Expert (SME) @vidhisharma on Tuesday, May 21 at 5.30PM CET |9PM IST| 8.30AM PT.This live Q&A session is meant to be an interactive how-to session, where our community members will watch a live demo on workflows for alerts and interact directly with our SME to clarify their doubts. This format will be ideal for community members who have unique use cases for managing their alerts, and would like our SME to help them craft their workflows. So drop your questions in the comments below for Vidhi to take them up! But first, I’d love to introduce Vidhi and share a little more about her below:---------------------------Senior Product Manager Vidhi SharmaMeet Vidhi, a Senior Product Manager at Freshworks with a focus on Freshservice IT Operations Management (ITOM). With her expertise, she led the development of the new UI for the On-Call Management module and is currently drivin

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7 hours ago

AndyRussellSkilled Expert

asked in Automations and Workflows

reopen workflow not working for me

Hi, I’m sure I’m missing something obvious here but the reopen tickets when requester responds workflow isn’t working for. When I email in from my test account against a closed ticket the agent gets an email but the ticket doesn’t reopen. Can someone tell me what I’m missing :-) ?

26 days ago

Ivan_CROTop Contributor

asked in Portals, Emails & Other Channels

Outbound email permissions

Hi,We have several email addresses in our Freshdesk instance, each email lands in different group and not all agents have permissions to access al groups.The issue is that all agents can create new email and send it as any of the emails registered in FD.Is there any way to block the users from using all addresses?

1 month ago

Katrin_InfrontApprentice

asked in How do I....?

change the settings in FD contact list

Hi,there is no default contact field "facebook" any longer, but it will be displayed in the default contact filter list like this: Isn't there an option to change this and show "mobile phone" instead? ThanksKat.

6 days ago

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Freshservice Release Notes - Apr 2024Freshservice Release Notes - Apr 2024

Meet Subject Matter Expert Vidhi Sharma >>> ITOM UnlockedNews

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