Reminders for upcoming Freshservice upgrades and deprecations

Follow-up to our “Notices for new upgrades/migration activities” communication sent in May 2023.

The following deprecation is complete and should have been actioned by now. If not, please read through it carefully and take the necessary action as soon as possible.

• Deprecation of Alert endpoints

With the introduction of Alert Management Systems 2.0, the entity ‘Alert Profiles’ was deprecated and replaced with ‘Monitoring Tools’. To maintain consistency across endpoint URLs, we updated the URLs associated with the alert profiles.

During this entity change, the format of the endpoint URL was updated from ‘https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts’ to ‘https://accountname.alerts.freshservice.com/integrations/integrationID/alerts’.

After January 23, 2024, old endpoint URLs in the format https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts configured in your monitoring tools will not work.

Who will be impacted?
If you’re using the old endpoint URL in the format https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts in your monitoring tool, you will be affected by this migration.  

What do you need to do?
If you’re still using the older endpoint URL format, navigate to Admin> Monitoring tools> Name of the monitoring tool> Endpoint URL and use the updated URL in your monitoring tool by January 23, 2024, to avoid disruption in functionality. 

Get detailed instructions to change the endpoint URL for your monitoring tool here.
More details here.

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.

• Incremental Data Exports in Freshservice

To provide you with a faster, scalable solution to download data, or transfer data into your BI platform or custom applications, we are upgrading to Incremental Data Exports from May 1st, 2024.

Who will be impacted?

If you are currently using data exports from Freshservice Analytics to build reports using external BI tools, or are consuming data exports in your custom applications, you will be impacted by this upgrade.

What should you do?

• If you consume data exports in your BI tools, reconfigure your BI tools to receive incremental exports instead of full exports.
• If you consume data exports in your custom applications, modify your applications to process incremental exports instead of full exports.

If you have questions, reach out to support@freshservice.com.

More details here.

• Discontinuation of Team Huddle

The Team Huddle feature will be discontinued by April 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 capabilities

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, 2024

Who 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 UI

As 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: 

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 Suggester

Since 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.

• Discontinuation of Ask Freddy in Freshservice Analytics

The Ask Freddy functionality in Freshservice Analytics will be discontinued from January 2024.

Who will be impacted by this discontinuation?

If your agents use Ask Freddy to generate widgets by posing a question to Freddy, you will be impacted by this discontinuation.

What can you do?
Try out the Generative AI-powered Freddy Insights to generate charts and graphs conversationally with prompt-based analytics.

If you have further queries, please write to us at support@freshservice.com. 

More details here.