News & Innovations

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 Shadows During 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. Dark M

May 2, 2024 | Learn how to streamline your onboarding and offboarding processes with employee journeys in Freshservice. In this session, we covered: Importance of streamlined employee journeys Product demo What's new and what's coming up Best practices and tips Q & A Watch recording

Date: 5th September, 2024 | Watch an interactive how-to session where Senior Product manager @adityalamghare demonstrates how latest enhancements can help you design your own major incident management process, and proactively remediate critical incidents. WATCH RECORDING

Hello, IT Enthusiasts! Get ready to be a part of our next IT Best Practice Webinar, where we'll explore the path to service excellence and service desk efficiency through 'Benchmarking.' Join our ITSM Subject Matter Expert (SME),@Anand.Elangovan, on Thursday, November 16, 2023, at 3:30 p.m. IST | 10:00 a.m. GMT | 9:00 p.m. AEDT. It's an opportunity you won't want to miss, and we're really looking forward to meeting you’ll! Our Best Practice sessions are tailored to enable direct interaction between our community members and SMEs. You'll gain valuable insights and strategies for enhancing your IT processes, making them more efficient and effective. But first, I’d love to introduce Anand and share a little more about him below: Anand Elangovan ​​Lead Solution EngineerFreshworks Anand Elangovan is a Solution Engineer specializing in Customer Experience and AI. With a Bachelor's degree in Computer Science, Anand has dedicated over a decade of industry experience to master the art of creati

Date: 25th July, 2024 | Discover how Alex, a fictional on-call agent, manages to responsibly work and delegate on a weekend away with friends, using the on-call module on his mobile phone. Watch Recording

Date June 18, 2024 | Watch an interactive how-to session where Staff Product Manager Ashutosh Pandey decoded Status Page and interacted directly with attendees to clarify their doubts. Watch Recording

May 4, 2023 | Workspaces allow IT and business teams to coexist on a single service management platform without compromising on security and autonomy In this session, we cover Overview of Workspaces Revamped user management Special pricing for business teams Q and A with the product experts Watch recording

Date May 21, 2024 | Watch an interactive how-to session where Senior Product Manager Vidhi Sharma decoded workflows for alerts and interacted directly with attendees to clarify their doubts. Watch Recording

Hey Community! Did you know, Freddy Copilot can help you resolve tickets 34.58% faster? Well, we recently conducted a detailed webinar on Freddy Copilot in Freshservice that covered: All about Freddy Copilot along with a product walkthrough What's new and what's coming up? Potential ROI and Impact with Freddy Copilot ​​​​​​​Live Q&A with product experts If you missed attending this one, here’s the recording for you! WATCH RECORDING

Hello there! We all know that the new Sandbox in Freshservice makes testing changes, trying out new features, and training new users a breeze, all without any disruption to the production instance. Here’s a recording of our recently conducted webinar that covers: Overview of the all-new Freshservice Sandbox Use-case based product demo Live QnA with the product team Watch Now

Hello Freshworks Community! Want to see the latest enhancements in Freshservice in action? Missed a Freshservice webinar and can’t locate the recording? Head to the Freshservice webinars and events recordings page in the Freshworks Community. Explore and watch webinars and event recordings at your convenience. Have questions? Share them in the comments section and the Subject Matter Experts will get back to you. Bookmark the page for easy access. After all, this is where you’ll get to see the product innovations you’ve read about in our monthly release notes. Happy viewing!

Hullo there!Raise your hand if, when dealing with critical incidents, you: Require multiple teams to collaborate across the IT Service Desk, the Network Operations Centre (NOC), and DevOps Your agents not only struggle to make sense of the flood of alerts and tickets, but also to collaborate You struggle to provide timely and accurate updates to end-users and stakeholders The latest enhancements in Freshservice including workflows for alerts, status page announcements, and the inclusion of Google Cloud Platform might just help you establish the kind of incident management process that your organization needs. WATCH NOW » Simplify with ServiceOps: Discover how with the latest in ITOM

Date: 14 December, 2023 | You understand that to resolve fast, you need to acknowledge sooner. And for that you probably have an on-call process in place. But is it efficient enough? Discover how Freshservice On-Call Management – recently revamped for enhanced user experience – can help you:- Create complicated shifts with ease- Use escalation policies (new) to streamline escalation- Refine ServiceOps in your organization Watch recording

Date: October 10, 2023 | Our customers shared, & we listened. The Major Incident Management module now features several powerful enhancements including: Advanced Status Page customizations and functionalities including privacy & deletion Post Incident Reporting Automatic creation of Major Incidents via Alert Rules Advanced functionalities for collaboration Watch these enhancements in action and discover how Freshservice makes businesses more resilient without breaking the bank. View Recording

Hello Freshworks Community Members! Are your agents getting bogged down by repetitive, everyday tasks? Is this stopping them from focusing on work that really matters? Well, Generative AI is here to make your agents productive, yet happy! We are super happy to announce that Generative AI-powered Freddy copilot is now in Beta on the Pro and Enterprise plans. Explore and experience the power of Freddy AI at no cost during this beta phase. With this enable AI assistance to increase agent productivity, automate responses, and drive consistency of services across your team. Here are the capabilities coming your way: ✔ REPLY SUGGESTER Enable agents to quickly respond to tickets with auto-generated replies that are sourced from help articles maintained in your knowledge base. Replies are curated according to the issue reported and are summarized from relevant help articles that match the issue. LEARN MORE ✔ TICKET SUMMARY GENERATOR Through the course of a ticket’s lifecycle, multiple communic

Hey Freshworks Community Fam! I’m really pleased to announce our first Product Review Webinar with our IT Subject Matter Expert (SME) @suvashini.balashanmugam on Thursday, September 21 at 9:00 p.m. IST. In this Product review session, you will unlock the Power of Business Teams by Discovering different methods for Creating Productive Workspaces. But first, I’d love to introduce Suvashini and share a little more about her below: Suvashini Balashanmugam Principal Customer Success EngineerFreshworks Suvashini brings over 8 years of ITSM industry expertise, spanning roles in Support, Presales, Onboarding, and team leadership. Currently, she's from the Freshservice EU Customer Success team, where she specializes in Enterprise accounts across the EU & UK regions. She's passionate about tackling customer challenges and finds joy in immersive experiences like exploring new destinations and engaging in sports. In her free time, she's taken up the intriguing challenge of solving Rubik's cubes wi