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Can you explain the approval change June 2025 a bit more detailed?

in the release notes from June 2025 ( there is written:Improved Approval Handling in Task WorkflowsCategory: Automation We’ve fixed an issue in the Task Workflow Automator where workflows continued execution even after sending an approval request, without waiting for the response.Updated Behavior (Post-Fix)Action nodes that are not the last node in the workflow can no longer be edited to add approval requests. Approval actions can only be configured in newly added action nodes that are placed at the end of the workflow. Cloning an action node with an approval is now restricted unless it remains the last node in the workflow. If a new action node is added and it is not the last node, the “Request for Approval” option will not appear.We basically have ALL our approval nodes somewhere in the middle of a workflow but never on the end as we need actions to be performed AFTER an approval.Do I understand this correct that this “fix” will break all of those workflows?This would be a HUGE deal

3 hours ago

SW-ScottSkilled Expert

Ticket & Workflow Management

Do not create tickets from emails - BUT allow emailed responses

I see the request for a Toggle to prevent emails from creating tickets: However, we want to make sure that a requestor CAN reply after they submit a ticket via the Portal and receive an email from the system address, automated or otherwise.Is this something that I am just not seeing? I’m afraid that if I flag our Freshservice email as a SPAM address, Requester replies will be flagged and their valid tickets won’t be updated. Thanks!Scott

4 hours ago

StefanoFrauApprentice

Analytics

Leaderboard and Achievements widgets no longer available — feature removed or admin setting?

Hi everyone,We’ve noticed that the Leaderboard and Achievements widgets have disappeared from our Freshservice agent dashboards. The widgets now display the message:“Leaderboard feature is no longer available, please remove the widget.”“Achievements feature is no longer available, please remove the widget.”We’re trying to understand whether this change was introduced by Freshservice directly (e.g. feature deprecated), or if it could have been disabled by our account administrator via settings or permissions.We still see references to the Arcade functionality here:https://support.freshservice.com/support/solutions/articles/183566-improving-it-performance-using-freshservice-arcadeHas anyone experienced the same? Any official confirmation from the Freshservice team?Thanks in advance!Stefano

4 hours ago

Billsby77Apprentice

Getting Started

Billsby

Optimize payments effortlessly with Billsby. Simplify billing processes and enhance payment management for your business. For more: subscription management software, subscription management platform, recurring billing platform, saas billing

5 hours ago

AsfandyarakramApprentice

Getting Started

Request for Advanced Dynamic Form Support in Service Catalog

We run an online t shirt store at Harwage.pk, and we’re encountering limitations with the current form structure in the Service Catalog.Our business often needs more dynamic and layered forms to collect detailed customer or internal input—for example, when reporting product issues, requesting design customizations, or managing returns. Right now, the current form setup doesn’t allow us to build multi-level conditional logic without having to create a separate form for each variation. This results in redundancy and maintenance difficulties.We’d ideally like to have one dynamic form with parent-child logic, like:Example: What is the issue? Sizing Issue Too Small / Too Large Design Issue Misprint Color Mismatch Other [Comment Box] But with current limitations, we need to build individual forms for each t-shirt style or issue type, which adds unnecessary complexity.Is there an ETA or roadmap plan to allow more advanced and scalable dynamic form cr

7 hours ago

ThanosRaja77Apprentice

Analytics

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Please reach out via our Support if you encounter any technical issues or need troubleshooting assistance.Also, here’s a helpful resource worth checking out: https://galleryshuttersinc.com/

7 hours ago

anupama.phalCommunity Manager

AI & Bots

🎉 Freddy Friday Spotlight: See Freddy AI in Action! 🎉Freddy Friday

Hello Community, Curious about how Freddy AI can transform the way your service teams work? Join us for an exclusive Demo Webinar where you’ll get to experience the real magic behind Freddy AI’s intelligent suite—designed to boost productivity across your service teams! What’s in store for you?🤖 Engaging Demos of Freddy AI’s Latest CapabilitiesFreddy Copilot for Service Agents: Watch agents resolve issues faster with real-time recommendations and contextual assistance. Freddy AI Agent for Employees: See how employees receive always-on, human-like help in Microsoft Teams and Slack. NEW! Freddy AI Insights for IT Leaders: Discover how IT leaders like you can harness proactive insights to drive smarter decisions.👀 Sneak Peek Into the Future: Be the first to preview exciting Freddy AI innovations launching later this year! ⏰ When? 🗓 June 25, 2025 Don’t miss your chance to see Freddy AI in action—get inspired and learn how the power of AI can drive real productivity and efficiency for yo

314

10 hours ago

joestractTop Contributor

Analytics

Resolution Time in Bhrs in the Analytics Data Export shows huge Number

This question was asked a few years ago by bhota, but it did not appear to be answered.A data export is scheduled in the path Analytics > Settings > Data Export to export all Tickets through the API that is consumed by Power BI application.The field Resolution Time in Bhrs is imported as a whole number and shows a number like 58453000 which does not make any sense because the ticket the actual data is something like 16hrs 14minsIt imports as a whole number and when you try and change to a time it errors out

9010

14 hours ago

anupama.phalCommunity Manager

AI & Bots

Exciting news: Freddy AI Insights is Live! Get Started Now 🌟Product Launch

Hey Community,We are thrilled to announce that Freddy AI Insights is now in General Availability (GA) for all Freshservice Enterprise plan customers at no additional cost.Are you missing critical service desk trends until it's too late? Freddy AI Insights delivers proactive, data-driven intelligence so leaders like you can make faster, more strategic decisions. Imagine proactively addressing a spike in resolution times before it becomes a problem!Accelerate your decision-making – Get started now!Contact your Customer Success Manager and upgrade to the Enterprise plan to take advantage of Freddy AI Insights' GenAI-powered capabilities for smarter decision-making. Upgrade to Enterprise Plan>Unlock key benefits with Freddy AI InsightsProactive insights: Spot trends and anomalies instantly with out-of-the-box, AI-powered intelligence for faster decision-making. Root cause analysis: Drill down into the underlying issues behind trends with precision, and make data-backed decisions faster.

241

17 hours ago

raymondcanilaoSkilled Expert

Assets

Sub Category for Service Item

Hello, I already requested this before but I cannot see now the discussion here. can somebody shared to again the script it was forwarded here before? I accidentally reset the settings on the portal, that’s why it revert back to its original look. my goal here is to have to have sub category under hardware provisioning. thanks in advanced.

58913

1 day ago

msconfig87Skilled Expert

Ticket & Workflow Management

Can you explain the approval change June 2025 a bit more detailed?

3 hours ago

SW-ScottSkilled Expert

Ticket & Workflow Management

Do not create tickets from emails - BUT allow emailed responses

4 hours ago

StefanoFrauApprentice

Analytics

Leaderboard and Achievements widgets no longer available — feature removed or admin setting?

Billsby77Apprentice

ThanosRaja77Apprentice

Analytics

gallery shutter sinc

Please reach out via our Support if you encounter any technical issues or need troubleshooting assistance.Also, here’s a helpful resource worth checking out: https://galleryshuttersinc.com/

7 hours ago

raymondcanilaoSkilled Expert

Assets

Sub Category for Service Item

58913

1 day ago

MichaelJMSkilled Expert

How do I....?

Remove option to Add New Requester

I have been digging through permissions, roles, settings, portals, business rules, forums, and cannot seem to find a way to remove the ‘Add new requester’ option when creating a new ticket. Issue: we have Agents in both IT and non-IT workspaces who are creating Requester records for themselves or others because they are misunderstanding the intention of this button. Our Requesters sync from Active Directory, so we don’t WANT anyone manually adding requesters, as all of our requesters are internal. We need the ability to remove this option from everyone, as training/education of “please don’t use this button” is not working.

333

1 day ago

manojviApprentice

Ticket & Workflow Management

Ticket routing between groups

I have two groups in fresh service with different set of Agents in each group. There are two teams working in different time zones.I want to route tickets landing between these groups in different time slots.For reference i want incoming tickets from 0000hrs to 1300hrs to land in group 1 and tickets from 1301 to 1159 land in group two.How can i do this.

1 day ago

Daner11Apprentice

News and Innovations

Morse code

Do people still use Morse code?

544

1 day ago

Dave KershawApprentice

Ticketing & Agent Productivity

Self Service Portal Templates

Logging incidents on the self service portal via templatesIn previous tools we set up preset templates so colleagues could log incidents quicker, off the back of that we then created work flows so incident tickets could land with different departments based on template, this was handy because in some cases not every ticket for example “Outlook” or “laptop” would land with the same team. I know workflows are possible in Fresh service but i am wondering what other companies are doing now to control workflows of incidents, what are you doing to automate tickets as they land via the self service portal.

3432

2 days ago

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