Product Updates

Important update: We have updated the release timelines of ‘Enhanced Email actions’ on Dec 17th, 2024. This enhancement will be available by Jan 2025 instead of Dec 2024.Note: All the features/enhancements below will be available on Starter and Growth plans on Dec 16th, 2024 & on Pro and Enterprise plans on Jan 6th, 2025.Product version: 2024.R12L.01New Features and Enhancements Enhanced Editor for Dependent, Dropdown, and Multi-Select Dropdown Fields Holiday Themes for Agent Portal Improved ticket reply suggestions Audit Log Support Sync Support for supervisor rules in the new Sandbox MS Excel Exports in Freshservice Analytics Individual Responders for On-Call Notifications Public APIs for Alert Management Alert Suppression during Maintenance Windows Reader Node for Alert Workflows Access Control for Asset and Software Export Asset field addition in document generation Documents-related actions in audit logs Secondary stakeholder fields addition in Offboarding tickets Workflow Automator Enhancements  Business Rule Enhancements AppConfig Key Update for Freshservice Mobile App Revamped requester experience on Freshservice Mobile App ​​​​​​​Important updates Bug Fixes New Features and EnhancementsEnhanced Editor for Dependent, Dropdown, and Multi-Select Dropdown FieldsCategory: IT Service ManagementUsers can now edit multiple options in bulk, making it easier and quicker to streamline updates for dependent, dropdown, and multi-select dropdown fields. The system also differentiates between renaming and editing actions to ensure the accurate application of changes.Holiday Themes for Agent PortalCategory: IT Service ManagementTwo new holiday themes are now available for the Agent Portal. Admins can enable these themes via the Agent Portal Rebranding settings. Once enabled, agents can individually select their preferred theme, adding a festive touch to their workspace.Note: Holiday themes will be available for all accounts starting December 16th. Improved ticket reply suggestionsCategory: IT Service ManagementFreddy Copilot's reply suggester is now improved for better clarity and relevance of suggestions with the following enhancements:Responses are now presented with clear numbering to enhance readability and clarity. Suggestions now feature links that are more contextually relevant. Improved cues to indicate when there is enough context for generating quality replies or when context is insufficient. Audit Log SupportCategory: IT Service Management Audit log for credentials: With credentials, both newly created and updates to existing ones, captured in audit logs, admins can stay on top of these for improved security. More details here. Audit logs for Orchestration Apps configured as App Nodes: Admins can now view audit logs when Orchestration Apps are configured as app nodes in workflows. This audit log coverage will enable admins to monitor and identify installations, updates, and unintentional deletions performed on Orchestration Apps inside workflows.More details here. Audit logs for Vendor Fields: Admins can now view any changes to Vendor Fields, such as creation, updation, or deletion, captured in Audit logs. Additionally, audit log views can be filtered by vendor field.More details here.   Sync Support for supervisor rules in the new SandboxCategory: IT Service ManagementWith this enhancement, admins can sync supervisor rules to and from the new sandbox.Note: If you already have an active sandbox, use config sets in your production environment to transfer existing supervisor rules from production to the sandbox.MS Excel Exports in Freshservice AnalyticsCategory: IT Service ManagementWith this enhancement, users can download tabular data or export data to email pertaining to a specific widget or a report in the .XLSX (MS Excel) format. The widget data can also be scheduled in the .XLSX format. This provides convenience for users by avoiding formatting errors and ensuring enhanced readability.More details here.Individual Responders for On-Call NotificationsCategory: IT Operations ManagementAdmins can now add individual agents instead of agent groups as responders for an ongoing incident. They can add up to five individual agents as responders to an incident in addition to five agent groups currently being supported. When added as responders, these agents will be notified via phone call, SMS, and e-mail. If they do not acknowledge the incident, they will again be notified via phone call after 5 and 10 minutes. Individual responders can be added within the Responders tab on a ticket page, within workflows, and using public APIs.Public APIs for Alert ManagementCategory: IT Operations ManagementThe APIs for Alert 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 perform various actions on alerts for their unique needs and integrate with internal and external tools for additional functionalities.More details here.Alert Suppression during Maintenance WindowsCategory: IT Operations ManagementUsers can now suppress alerts and prevent them from creating incidents or triggering notifications when any asset is under maintenance. Users can enable alert suppression when creating or updating a maintenance window.  They must ensure that the respective asset/service is attached to the associated change.More details here.Reader Node for Alert WorkflowsCategory: IT Operations ManagementUsers can now simplify complex alert workflows with Reader Nodes by dynamically referencing values from Custom and Standard Objects, eliminating the need for hardcoded configurations. With Reader Nodes, users can map alert payload fields, including non-text fields, to incidents, making alert workflow setup and maintenance more efficient and flexible.Access Control for Asset and Software ExportCategory: IT Asset ManagementAdmins can now determine who can export asset and software data, ensuring tighter security and compliance. Additionally, details about export activities will now be captured in Audit logs, offering greater transparency and traceability.Asset field addition in document generationCategory: Freshservice for Business TeamsAdmins can now add asset fields in document templates to enable clear record-keeping and acknowledgement of assigned and returned assets. With this capability, admins can automate the creation of asset receipts or acknowledgements. This promotes accountability and care for organizational resources and ensures compliance with legal and financial standards. More details here.Documents-related actions in audit logsCategory: Freshservice for Business TeamsWith the newly added audit log coverage for document templates, admins can now track the complete history of document-related actions, including the creation, deletion, and modification of templates, and changes to associated service catalog items. The logs also capture actions like adding, removing, or reordering signatures on documents.Secondary stakeholder fields addition in Offboarding ticketsCategory: Freshservice for Business TeamsHR Admins setting up the Offboarding process can utilize the assets and software fields from the secondary stakeholder form and include them in offboarding-related parent and child tickets. Once added, these fields will appear in the ticket description, ticket print page, and support portal.Workflow Automator Enhancements Category: Workflows/AutomationWorkflows Based on Service Item StagesThe “Stage” of a service item can now be used as a trigger for workflows. This feature is available as a sub-condition in workflows and applies to general service items, loaned service items, and documents. New Scheduled Workflow Conditions We’ve introduced two new conditions in the Scheduled Workflows feature to enhance automation capabilities:Hours since the agent responded Hours since the requester responded​​​​​​​These metrics allow admins to schedule workflows based on response times, giving more control and flexibility in managing time-sensitive tasks. Note: These conditions currently apply to ticket modules.New Action in Task AutomationAdmins can now seamlessly communicate with all members of a group when a task is assigned to them using the “Send Email to Group” action in Task Automation. More details here.Enhanced Email actionsAdmins can now search for and select multiple Agent Groups as recipients using the “Send Email To” action in the workflow. This enhancement allows for efficient communication, enabling emails to be triggered to specific groups directly through workflows. More details here.Important update: We have updated the release timelines of this enhancement on Dec 17th, 2024. This will be available by Jan 2025 instead of Dec 2024.Task Management with Workspace AssociationIntroducing a new configuration in the “Add Task” action for Ticket, Change, Problem, and Release automation to enhance flexibility.With this enhancement, tasks created through this automation can now be automatically associated with the parent ticket’s workspace in real-time when the option is selected.Important Notes:This configuration will be enabled by default for all newly created “Add Task” actions after the release. For existing configurations, tasks already have an assigned workspace, so this option will remain unselected. Business Rule EnhancementsCategory: Workflows/Automationa. Restrict Email Searches on the Requester PortalAdmins can now use business rules to block requesters from searching for or entering email addresses in the requester/end-user portal. This enhancement ensures better protection of sensitive data and aligns with privacy regulations, offering a more secure user experience. More details here.Note: These business rules can be configured currently in the web application.b. Business Rules Now Support Requester Groups in Tickets and ChangesAdmins can now configure business rules for Requester Groups in Tickets and Changes, expanding functionality beyond the previously supported Agent Groups.This enhancement applies to both global settings and all workspaces, enabling more flexibility and control in managing ticket workflows. More details here.AppConfig Key Update for Freshservice Mobile AppCategory: MobileFreshservice mobile apps (iOS and Android) now support AppConfig, allowing for effortless configuration of your helpdesk URL and preferred web browser (Edge, Safari, or Chrome) for authentication. This functionality is available through Mobile Device Management (MDM) OS channels and is further extended to Intune apps via Mobile Application Management (MAM).More details here. Revamped requester experience on Freshservice Mobile AppCategory: MobileThe Freshservice mobile app now offers an enhanced requester experience designed for better usability and improves how requesters interact with Freshservice on the go. Key improvements include:Streamlined navigation: Quick access to common actions such as raising service requests, reporting issues, and approving requests. Announcements at a glance: The Announcements tab is now prominently featured on the homepage. Profile overview: The "My Profile" screen now displays user details, assets, software, and documents in an organized layout. Consistency across platforms: A unified experience ensures seamless transitions between the web and mobile interfaces.​​​​​​​Important updates Follow-up to our “Notices for new changes/upgrades/deprecation activities” communication sent in May 2024.[Date Extension] Fair Usage Policy (FUP) for Freshservice AnalyticsTo ensure that all our customers have an uninterrupted, performant, and smooth reporting experience, we have extended the date for implementing safeguards in some of our analytics capabilities to May 6, 2025. Please note that there is no immediate impact on your existing reports. You can continue to create and edit reports without any restrictions.Who will be impacted?If you have created reports 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 May 6, 2025.More details here.Notices for new changes/upgrades/deprecation activitiesThe following changes will be made effective by May 6, 2025. Ensure that you’re prepared for it.Allowlist Freshworks domains for Freshservice mail server usersFreshservice recommends adding specific domains to your mail server allowlist by May 6, 2025, to maintain seamless email delivery, prevent messages from being marked as spam, and ensure they reach your inbox directly.Who will be impacted?Freshservice mail server users, particularly those with configurations that may filter or block incoming emails from Freshservice.What do you need to do?Allowlist the following domains in your mail server settings to ensure emails are delivered directly to your inbox:freshservice.com freshworks.com freshemail.ioMore details on United States, Europe, India, and Australia data centers.  Deprecation of the legacy Jamf marketplace appWe will deprecate the legacy version of the Jamf app by May 6, 2025. If you are still using it, you must upgrade to the new Jamf app (Version 2.0) with enhanced security from the Freshservice marketplace before the end of April 2025.Who will be impacted?All accounts currently using the legacy Jamf app.What should you do?Upgrade to the latest version of the Jamf app (Version 2.0) available on the Freshservice marketplace. For more information, see Freshservice integration with Jamf Pro.More details here. Deprecation of Cloud Compute Asset TypesWe will deprecate the Cloud compute asset type hierarchy in our IT asset management module by May 6, 2025. This deprecation enables consistency in discovering IT assets across all asset discovery sources in Freshservice under a single hierarchy.Cloud compute assets are discovered from multiple sources, such as Probe, Agent, and Cloud application integrations. To maintain a single record for every discovered Cloud compute asset and avoid duplication, we will map the Cloud compute assets under new Hardware asset sub-types irrespective of the discovery sources.Who will be impacted?All accounts that are currently using Cloud compute assets.What do you need to do?We will introduce updated workflows using the new asset type for all the existing workflows with deprecated asset types. These new workflows will be set to ‘Draft’ status by default. It is recommended that you review, test, and then enable the new workflows to ensure they meet your needs with the updated asset structure. Then, disable the workflows that are based on the deprecated asset type. All the curated reports related to the deprecated Cloud compute asset types will be re-configured based on the new asset type. However, you must create new reports for all the Custom reports based on the deprecated asset types.More details here.Bug FixesThese were the product defects detected, and they have now been fixed.There was an issue in displaying Project tasks that were created and associated with Tickets through workflow automator  post approval requests. The issue is now fixed. When an agent uses ‘Send reply and Set as resolved’ option after composing a reply and filling in the Planned Effort field, the system throws an error - ‘Invalid planned Effort value’. This bug is now fixed. Fixed an issue in importing data from Jira (using Jira Import feature) to Freshservice Project management, specifically when duplicate field names are involved. Fixed issues with ticket fields in sandbox not being in sync in analytics 

Bug fixes These were the bugs detected, and they’ve now been fixed.Aircall installation fails due to a changed API response. Discrepancies were observed in the Agent Status Report data when using the ‘Start at’ filter. Call recording fails to update in the Freshdesk ticket.  Cheers!

New Features and Enhancements Upcoming Features and Enhancements Bug fixes Team Inbox bugs Admin Experience bugs Bot builder bugs New Features and Enhancements  All features and enhancements below will be available to all customers from November 30, 2024.  Enhanced Content Assistance for Agents (Freddy AI Copilot)Formatting now stays consistent when using Rephrase, Tone Enhancer, and Expand, ensuring smoother edits. Additionally, a new summary format highlights issues, actions, and outcomes, enabling faster resolution of customer queries.More details here. Drag and drop in the bot builder (Freddy AI Agent)You can move dialog boxes within a flow, adjust the order of flows, and rearrange buttons and dropdown options, making it easier to adjust your chatbots after you build them.More details here. Conversations Tab UpdateAdmins can now view all chat conversations and filter by status and chat.More details here. Google Mail Server IntegrationEasily connect your Google Mail server for seamless support email management, with automatic conversation conversion and secure authentication.More details here. Upcoming Features and Enhancements  All features and enhancements below are coming soon to customers.  Better Admin Controls for Freddy AIAdmins can identify a feature's beta or GA status, review customer data usage for training, and request to disable features for opt-outs from the Admin Settings page. Bug fixes These were the bugs detected, and they’ve now been fixed. Team Inbox bugsDeleted conversations display "--deleted--deleted" in the inbox view after a GDPR contact deletion, leaving unprocessed conversations visible.  The onboarding Inbox tour cannot be completed for an empty-state account due to an unclosable nudge in the final step. The product becomes unresponsive when searching in the agents dropdown of the custom view with a large number of agents.Admin Experience bugsMerged contact updates fail due to incorrect primary contact identification and incomplete handling of chained merge scenarios. Agents with restricted group access can incorrectly view all agents and groups in dropdowns within the conversation properties widget. Data issues during the last release caused errors in processing GDPR requests, including incomplete contact and conversation deletions. A system message ‘Agent Assignment’ is displayed multiple times when bulk assigning the same agent to conversations repeatedly. The "from_time" parameter in the ‘List messages in a conversation’ API incorrectly retrieves messages created before the specified time instead of after.Bot builder bugsQ&A tag is not re-added when the last article is hidden and then unhidden. Q&A tag is not added to the source column when a question is added for an article in a deleted language. Genie creation is failing during bot creation. Missing configuration for Chat widget’s URL. NullPointerException occurs in the Freshchat API service. Exception handling added for GDPR Account deletion. The feedback count does not increment for non-primary language (Arabic) and returns an error after submitting feedback. Feedback count is not incrementing for secondary languages (e.g., Arabic) after providing feedback in the bot's non-primary language. The locale provided by the Freddy AI platform does not align with the locale standards used across Freshworks products. Sensitive custom variables in activity logs for Custom Functions are now hidden. Detect Language API returns incorrect values in some cases. Redundant references are displayed for URLs when child URL titles are missing, showing parent URL labels even with multiple references. The agent transfer intent data was not populated in the utterance response table. Cursor values are incorrectly rounded off by the browser, leading to issues fetching the next set of results. Feedback is not displayed when the intent is sent as null. Account deletion is failing sporadically during the GDPR delete event when attempting to delete conversations. Cheers!

New Features and Enhancements Upcoming Features and Enhancements Bug fixes Agent experience bugs Admin experience bugs Automation bugs Channels Bugs Dashboard bugs New Features and Enhancements  All features and enhancements below will be available to all customers from November 30, 2024.  Email inbox improvementsThe email inbox experience is being improved; agents can:1. View the ticket count for each favorite view. 2. View tickets in the Inbox view in addition to the existing Card and Table views.More details here. New Jira integration for Freshdesk
The new Jira app offers better performance by upgrading to the latest Jira APIs. Its revamped interface also improves your team's user experience.More details here. New Dynamic Signature App for FreshdeskThe new Dynamic Signature App automatically applies signatures on new email pages, tailored to specific products or use cases, streamlining agent responses and workflows with minimal effort.More details here. Overview of Freddy Copilot UsageAdmins can view Freddy AI usage in Admin Settings, including assigned Copilot licenses, usage frequency, and the number of agents using at least one Freddy feature.More details here. Updates in Automation templatesAgents can use a new search feature to find curated templates for their use cases. Plus, a new rule-creation experience that includes clear visual cues for selection.More details here. Streamlined Scenario AutomationThe enhanced scenario automation combines multiple actions into a single step, simplifying workflows, boosting efficiency, and minimizing manual effort in repetitive tasks.More details here. Add multiple 'To' addressesAgents can now add multiple recipients in the 'To Email' field.More details here. Improved email threading with enhanced automationsWhen setting up the 'Send email to requester' automation rule, you can choose whether the rule sends a new email or adds a response to an existing thread.More details here. New status for undelivered ticketsWhen a ticket delivery fails, you will see a new undelivered status on Freshdesk that will be updated upon delivery. If all attempts fail, Freshdesk will show an 'Undelivered' tag to help you track delivery more effectively.More details here. Freshworks Migration to CloudflareTo strengthen security, we are migrating to Cloudflare for SSL certificate management. Cloudflare will handle all certificate-related tasks, streamlining our process and improving security.More details here. Upcoming Features and Enhancements  All features and enhancements below are coming soon to customers.  Freshdesk-Playvox integrationManage workforce effectively, boost agent productivity, and streamline daily support operations with the Playvox app for Freshdesk. Better Admin Controls for Freddy AIAdmins can identify a feature's beta or GA status, review customer data usage for training, and request to disable features for opt-outs from the Admin Settings page. Better visibility for Freddy Suggestions - Freddy AI CopilotAgents can easily view Freddy Suggestions, displayed prominently as a sticky banner, to make better use of AI-powered recommendations. Improved Article Suggestions - Freddy AI CopilotAgents can quickly see whether an article is public or private and receive more accurate and relevant suggestions. Incorrect subject line in Forward action in AutomationWith this bug fix, any automation rule with Forward as an action to be performed will contain the subject line set in the template along with the message. Bug fixes These were the bugs detected, and they’ve now been fixed. Agent experience bugsThe same tickets are assigned to multiple agents simultaneously. Agent creation fails to sync in Freshdesk-Freshshales integration. Unable to hide default and custom fields in the Freshdesk widget. Unable to delete a custom field from the ticket form. An agent with restricted access is unable to access tickets despite having Collaborator and Ticket View access.  Email delivery failure notifications are not triggered when emails are sent to invalid email addresses using the ‘New Email’ option.Admin experience bugsMultiple entries are added for the Company field. Unable to add agents due to license and currency mismatch. In a trial-expired account, the ‘Trial state’ remains unchanged if the currency is changed during payment. Offline customers are unable to use the available bot sessions if auto-recharge is disabled, as the bot sessions are reset to default.Automation bugsTime Trigger automation fails to execute despite matching all the conditions.Channels BugsFailure to create tickets from Facebook visitor posts in the ‘Mentions’ tab.Dashboard bugsUnable to create new custom dashboards when the limits are set. Cheers!

New Features and Enhancements  All features and enhancements below will be available to all customers from November 30, 2024.  Enhanced Content Assistance for AgentsFormatting now stays consistent when using Rephrase, Tone Enhancer, and Expand, ensuring smoother edits. Additionally, a new summary format highlights issues, actions, and outcomes, enabling faster resolution of customer queries.More details here. Upcoming Features and Enhancements  All features and enhancements below are coming soon to customers.  Better Admin Controls for Freddy AIAdmins can identify a feature's beta or GA status, review customer data usage for training, and request to disable features for opt-outs from the Admin Settings page. All features in Freshdesk and Freshchat will be available on Freshdesk Omni.  Cheers!

Important update: We have updated the release timelines of ‘Discovery Agent and Probe Daily Audit’ on Dec 2nd, 2024. This enhancement will be available by Jan 2025 instead of Nov 2024.Note: All the features/enhancements below will be available on Starter and Growth plans on Nov 14th, 2024 & on Pro and Enterprise plans on Nov 27th, 2024.Product version: 2024.R11L.01New Features and Enhancements Advanced ITAM (powered by Device42) Enhancements Discovery Agent and Probe Daily Audit File Attachments for Service Request Items Audit Log Support Enhanced Governance for Ticket Exports Enhanced Filtering Capabilities in Change List API Improved Dark Mode Experience Improvements to Self-Service Portal Field Groups in user fields Important updates Bug Fixes New Features and EnhancementsAdvanced ITAM (powered by Device42) EnhancementsCategory: IT Asset ManagementWe’re thrilled to announce a series of powerful enhancements to Freshservice’s Advanced ITAM integration(powered by Device42).Discovery Hub: Unified Access to Comprehensive Discovery ToolsThe Discovery Hub enables users to access a full suite of discovery tools under a single roof.Key Capabilities:Unified Discovery Access: Discovery Hub consolidates Freshservice’s Basic and Advanced Discovery (powered by Device42) along with additional discovery capabilities, including SaaS discovery, cloud discovery, and integration-based discovery. This unified access allows users to manage all discovery functions from a single, centralized location.Guided Setup for Advanced ITAM: Discovery Hub offers a guided setup that empowers users to configure Device42 discovery. The intuitive interface provides step-by-step instructions, from initial configuration to setup completion, along with instructional videos to support a seamless onboarding experience.More details here.ID-Based Sync: Introducing a new sync method based on asset IDs for a more robust reconciliation method Improved Reconciliation Logic in the App: Improved reconciliation processes now leverage serial numbers, UUIDs, IMEI, and other critical attributes to intelligently decide whether to update an existing asset or create a new one during synchronization. New Resource Types, Attributes, and Relationships: The sync process will see a significant enhancement with the inclusion of additional asset types and attributes from Device42, ensuring a more comprehensive sync.      1. Device42 Type, Virtual, and Physical Subtype Fields will now sync to keep the Freshservice assets consistent with the Device42 device model.      2. All Device-to-Device Relationships available in the Device42 Topology view will be synced (not just relationships for Business apps and Affinity groups).      3. Cloud Resources: Additional cloud resources including databases, storage, and more, will be added to the sync.      4. Components for Computer and SNMP devices to be synced. Custom Field Mapping: Now offering flexibility to map custom fields between Device42 and Freshservice using an XML upload. Asset Deletion Flow: Resources deleted in Device42 will now result in soft deletion of the corresponding assets in Freshservice. MDM Integrations: Native support for major MDM platforms like Intune, Jamf, Airwatch/Workspace One, Automox, and Chrome OS Discovery is now integrated directly into the Device42 main appliance, ensuring all discovery data flows through Device42’s industry-leading reconciliation process for seamless and accurate asset management. Unified Authentication Powered by FreshID: Simplifies switching between Device42 and Freshservice with a unified authentication system, so users don’t need to log in again. Consolidation of Compute Resources in Freshservice: All cloud compute resources, including Virtual Machines, Hosts, K8s Nodes, and their respective subtypes (such as AWS VM, Azure VM, VMware vCenter Host, etc.), will now be consolidated under the Hardware-Computer hierarchy. This alignment with the Device42 device model streamlines reporting and workflows, making it easier to manage all compute resources within a unified structure.Note: These enhancements will be available from December 4, 2024. Discovery Agent and Probe Daily AuditCategory: IT Asset ManagementIntroducing daily data sync for the Probe and Agent, ensuring that asset data is consistently updated in Freshservice, regardless of asset data changes in each scan. This daily sync will enhance asset tracking accuracy by ensuring up-to-date information.Updated Asset Attributes:SCCM Probe: The “Last HW Scan” attribute for SCCM-managed assets will now reflect the latest hardware scan timestamp, ensuring Freshservice displays the most recent audit data from SCCM. Chrome OS Discovery: For Chrome OS assets, the “Last Sync” attribute indicates when the device was last scanned by third-party discovery sources rather than when it was imported into Freshservice.Important update: We have updated the release timelines of this enhancement on Dec 2nd, 2024. This will be available by Jan 2025 instead of Nov 2022.File Attachments for Service Request ItemsCategory: IT Service ManagementAgents can now add attachments at the item level when adding items to a service request. These attachments will be saved with the specific service item, ensuring relevant files are organized and accessible. Audit Log SupportCategory: IT Service ManagementTicket export tracking: Exports of tickets will now be captured in the audit log, providing greater visibility and accountability for ticket data exports. This enhances security and tracking for all exported ticket information. Change lifecycle: Audit logs are now generated for actions performed within the Change Lifecycle, providing enhanced traceability and accountability for all change lifecycle-related activities. Requestor groups: Admins can now view Requester Groups captured in audit logs. These will include the creation of a requester group, the addition of members manually or based on rules to a requester group, modification of rules within a requester group and deletion of a requester group.Enhanced Governance for Ticket ExportsCategory: IT Service ManagementAgents now require both ‘View Ticket’ and ‘Export Ticket’ permissions to export tickets. This added layer of permission control allows admins to manage export access separately, improving data security and control over ticket exports.Enhanced Filtering Capabilities in Change List APICategory: IT Service ManagementUsers can now filter changes within the Change List API using query hashes. This improvement provides a more targeted and efficient way to retrieve specific change records. More details here. Improved Dark Mode ExperienceCategory: IT Service ManagementViewing and editing customized rich text content in dark mode has been improved to provide a smoother and more visually consistent experience, enhancing usability for users who prefer dark mode.Improvements to Self-Service PortalCategory: IT Service ManagementWe have implemented a series of enhancements to the self-service portal to improve how employees access services and support. Here's what is new:Canonical URLs: Help article URLs will now include the article’s name, making it easier to identify and share content through links. This capability is currently available on the No Code Portal. Popular Service Items: Employees can now easily access frequently requested services through a dedicated tab. This capability is currently available on the No Code Portal. Portal Code Download: You can seamlessly upgrade from the V1 version to the No Code Portal by downloading all customization codes.Field Groups in user fieldsCategory: Freshservice for Business TeamsAdmins will be able to create and manage Field Groups to organize related user fields into collections. Role-based access controls would ensure that only authorized users can view or edit fields in these groups. Field values within Field Groups can be auto-populated from external apps (e.g., a - Human Resource Information System) or manually updated in Freshservice for flexible user data management.More details here. Important updatesFollow-up to our “Notices for new changes/upgrades/deprecation activities” communication sent in May 2024. [Date Extension] Fair Usage Policy (FUP) for Freshservice AnalyticsTo ensure that all our customers have an uninterrupted, performant, and smooth reporting experience, we have extended the date for implementing safeguards in some of our analytics capabilities to May 6, 2025. Please note that there is no immediate impact on your existing reports. You can continue to create and edit reports without any restrictions.Who will be impacted?If you have created reports 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 May 6, 2025.More details here.Notices for new changes/upgrades/deprecation activitiesThe following changes will be made effective by May 6, 2025. Ensure that you’re prepared for it.Allowlist Freshworks domains for Freshservice mail server usersFreshservice recommends adding specific domains to your mail server allowlist by May 6, 2025, to maintain seamless email delivery, prevent messages from being marked as spam, and ensure they reach your inbox directly.Who will be impacted?Freshservice mail server users, particularly those with configurations that may filter or block incoming emails from Freshservice.What do you need to do?Allowlist the following domains in your mail server settings to ensure emails are delivered directly to your inbox:freshservice.com freshworks.com freshemail.ioMore details on United States, Europe, India, and Australia data centers.  Deprecation of the legacy Jamf marketplace appWe will deprecate the legacy version of the Jamf app by May 6, 2025. If you are still using it, you must upgrade to the new Jamf app (Version 2.0) with enhanced security from the Freshservice marketplace before the end of April 2025.Who will be impacted?All accounts currently using the legacy Jamf app.What should you do?Upgrade to the latest version of the Jamf app (Version 2.0) available on the Freshservice marketplace. For more information, see Freshservice integration with Jamf Pro.More details here. Deprecation of Cloud Compute Asset TypesWe will deprecate the Cloud compute asset type hierarchy in our IT asset management module by May 6, 2025. This deprecation enables consistency in discovering IT assets across all asset discovery sources in Freshservice under a single hierarchy.Cloud compute assets are discovered from multiple sources, such as Probe, Agent, and Cloud application integrations. To maintain a single record for every discovered Cloud compute asset and avoid duplication, we will map the Cloud compute assets under new Hardware asset sub-types irrespective of the discovery sources.Who will be impacted?All accounts that are currently using Cloud compute assets.What do you need to do?We will introduce updated workflows using the new asset type for all the existing workflows with deprecated asset types. These new workflows will be set to ‘Draft’ status by default. It is recommended that you review, test, and then enable the new workflows to ensure they meet your needs with the updated asset structure. Then, disable the workflows that are based on the deprecated asset type. All the curated reports related to the deprecated Cloud compute asset types will be re-configured based on the new asset type. However, you must create new reports for all the Custom reports based on the deprecated asset types.More details here.Bug FixesThese were the product defects detected, and they have now been fixed.When we tried to move a ticket to another workspace from the list view, all agents who have access to the workspace were displayed in the agent drop-down despite selecting a group in which they are neither members nor observers. This is now fixed.  We fixed the issue in on-call schedules that resulted in the on-call agent rotation skipping an agent at the end of the week. Change calendar filtering based on groups was not working along with advanced filters. This is fixed now.

Bug fixes These were the bugs detected, and they’ve now been fixed.Some agents observed that in certain accounts, including BodyandFit, Twilio status requests are being received before the corresponding voice requests.Cheers!

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 October 31, 2024.  Clone the NLP module (Freddy AI Agent (formerly Freddy Self Service))Clone Q&As, Intents, and FAQs into a new bot, making it easier to build new bots efficiently and without the risk of errors.More details here. Introducing Freshworks - BigCommerce IntegrationConnect your BigCommerce store with Freshworks to provide real-time, personalized support. Access order history, payment, and shipping details instantly to deliver faster, smarter customer service.More details here. Zoom Phone for Freshchat & FreshdeskEnable customers to use Zoom Phone within Freshchat and Freshdesk, allowing seamless call handling that automatically creates conversations in Freshchat and tickets in Freshdesk.More details here. JWT for the web widgetYou can now enable JWT to enhance security, ensuring customer interactions are protected while still allowing visitors to get help. Authenticated users will benefit from streamlined access improving overall usability.More details here. Customizable Sentiment ScoresAdmins can now customize the sentiment score for positive, negative and neutral conversations on a scale of 0-100 based on their business needs. These insights help agents prioritize tickets for more effective resolutions.More details here. Dynamically capture contextual information Admins can create dynamic sections within conversation properties. This helps agents capture relevant information more effectively and ensure faster resolutions.More details here. Enhanced Activity Timeline filtersView chat conversations in the Activities timeline within Contact 360 and Account 360.More details here.  Set up custom mail serversEasily configure Microsoft or other custom mail servers to send and receive emails, manage aliases, and ensure verified communication across all channels.More details here.  Auto-recharge notifications for Connector AppsGet notified when your Connector App Tasks usage hits 90%, 100%, and 0% to ensure uninterrupted workflows. Modify agent email responses with intercept appsBuild custom apps to intercept agent email responses before sending them to the customer. Improved insights and better setup experienceDiscover the benefits of migrating to WhatsApp embedded sign-in flow. Enhanced funnel analytics and improved data tracking for seamless channel integration. Agent experience enhancements - Text editor updatesAgents can use the text editor efficiently with minimal scroll; the editor will dynamically adjust its height based on the content and browser size. Agents can efficiently manage customer inquiries by bulk replying to multiple conversations. Bulk emails to move to their respective threadsFor better continuity, bulk email replies are correctly threaded into their respective conversations. Upcoming Features and Enhancements  All features and enhancements below are coming soon to customers.  Drag and drop enhancements (Freddy AI Agent (formerly Freddy Self Service))You can soon move dialog boxes within a flow, adjust the order of flows, and rearrange buttons and dropdown options, making it easier to adjust your chatbots after you build them. Bug fixes These were the bugs detected, and they’ve now been fixed. Team Inbox bugsSome agents observed that messages sent by agents are not reaching the user widget under specific conditions, such as low internet bandwidth or when the user has cleared cookies in their browser. Some agents observed that after a CSAT survey expires without user responses, follow-up messages (e.g., "Hey, you there") do not appear in a new thread. Instead, these messages are ignored and not visible in the agent's inbox. Some agents observed that when trying to resolve a conversation and create a ticket in Freshdesk, the action fails if a mandatory conversation property is left unfilled.Admin Experience bugsSome agents observed that the "Message Text" field value clears unexpectedly when editing an advanced automation rule. Some agents observed that when setting up widgets for an "Hourly Dashboard" (last 1 hour) and a "Realtime Dashboard" (last 15 minutes) in the Desk Dashboards section, both dashboards display the same data, regardless of the selected period.Bot builder bugsSome agents observed that when using the "Start again" quick action, the bot incorrectly combines the newly entered first name with the existing last name in subsequent dialogs. Some agents observed that the hyperlink "view detailed report" in the Performance Summary of bots is not redirecting to the Advanced Q&A Bot performance report in the analytics module. Some agents observed that disabling the "Enable Answers" toggle in the Answers configuration does not persist after saving; the toggle reverts to enabled when navigating back to the configuration page. Cheers!

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 October 31, 2024.  New Curated ReportsAccess advanced filters and segmenting, pre-built widgets to consolidate ticketing data, agent performance, customer analysis, and other key metrics.More details here. Introducing Freshworks - BigCommerce IntegrationConnect your BigCommerce store with Freshworks to provide real-time, personalized support. Access order history, payment, and shipping details instantly to deliver faster, smarter customer service.More details here. Zoom Phone for Freshchat & FreshdeskEnable customers to use Zoom Phone within Freshchat and Freshdesk, allowing seamless call handling that automatically creates conversations in Freshchat and tickets in Freshdesk.More details here. Customize reports with Analytics upgrades Sort report columns, create custom metrics across modules, export or download reports in XLS format, and much more.More details here. Role-based access to org-wide dashboardsGrant users access to team-level dashboards alongside individual analytics, empowering teams to view organization-wide ticket data and insights.More details here. Curated Report for Sentiment AnalysisAdmins can access a curated report showing how many tickets began or ended with negative, positive, or neutral sentiment, along with insights on how agents improved customer sentiment.More details here. Curated Automation Templates Admins can now explore curated automation templates by use-case in the new ‘Explore Templates’ section. Templates are categorized and include higher-plan options (view only).More details here. ‘Time Triggers' has been renamed to 'Hourly Triggers'Improve usability for admins configuring Hourly Triggers, ensuring a better understanding of how actions will execute based on the selected conditions.More details here. Email inbox improvementsThe email inbox experience is being improved:1. List of all ticket views will remain sticky by default.2. Filters will be collapsed by default.More details here. Simplified support email setupEasily set up your support email with clear, guided steps. Configure Outlook, custom servers, or Freshdesk’s email hassle-free.More details here. Streamlined agent onboardingOur latest update simplifies agent onboarding, providing step-by-step guidance on ticket management from the start and ensuring an efficient experience. Upcoming Features and Enhancements  All features and enhancements below are coming soon to customers.  New Dynamic Signature App for FreshdeskThe new Dynamic Signature App automatically applies signatures on new email pages, tailored to specific products or use cases, streamlining agent responses and workflows with minimal effort. New Jira integration for Freshdesk
The new Jira app offers better performance by upgrading to the latest Jira APIs. Its revamped interface also improves your team's user experience. New MS Teams integration for FreshdeskUpdates to tickets are added as threaded responses in MS Teams, making it easier for agents to manage conversations. It also offers an automated setup process for admins. Enhanced Content Assistance for agentsAgent's input text formatting now stays the same when using Rephrase, Tone Enhancer, and Expand, making content updates smoother and easier. Overview of Freddy Copilot UsageView Freddy AI usage in Admin Settings, including assigned Copilot licenses, usage frequency, and the number of agents using at least one Freddy feature. Updates to Automation templatesAgents can use a new search feature to find curated templates for their use cases. Plus, a new rule-creation experience that includes clear visual cues for selection. Streamlined Scenario AutomationOur enhanced scenario automation combines multiple actions into a single step, simplifying workflows, boosting efficiency, and minimizing manual effort in repetitive tasks. New status for undelivered ticketsWhen a ticket delivery fails, you will see a new undelivered status on Freshdesk that will be updated upon delivery. If all attempts fail, Freshdesk will show an 'Undelivered' tag to help you track delivery more effectively. Improved email threading with enhanced automationsWhen setting up the ' Send email to requester' automation rule, you can choose whether the rule sends a new email or adds a response to an existing thread. Add multiple 'To' addressesCustomers can soon add multiple recipients in the 'To Email' field. Email inbox improvementsWe’re making it easier for agents to transition from email to Freshdesk and manage support tickets efficiently1. The ticket count will be displayed for each favorite view. 2. In addition to the existing Card and Table views, agents can soon view tickets in the Inbox view. Bug fixes These were the bugs detected, and they’ve now been fixed. Agent experience bugsSome agents found that filters show incorrect results when the same dropdown value was present in multiple fields. Some agents observed a timeout issue when trying to load certain tickets. Agents in the US region noticed that failed outbound emails aren’t marked as undelivered. Agents observed that replying to a ticket adds all email addresses in the To and CC fields from previous replies, rather than the emails only from the most recent message. Updating a company’s Description field clears its Domains field. Navigating to a solution article or folder using the agent-side link keeps redirecting the customer to a login page.Admin experience bugsWhen upgrading an agent to an Administrator role in Freshdesk Omni, the corresponding role label in Freshdesk doesn’t update. After making a payment with auto-recharge enabled, the number of available Freddy Bot Sessions is incorrectly reduced by 500. When upgrading to a higher plan via Chargebee while on a trial, the features of the higher plan are unavailable in the account. Applying a discount coupon on the Billing page displays an incorrect total amount. Downgrading to the Free plan via Chargebee while having additional agent licenses results in an agent limit mismatch between Chargebee and Freshdesk. Trial customers have an agent limit mismatch between Freshdesk and Chargebee. Freddy Copilot licenses are incorrectly applied in Freshdesk Omni. For accounts with several million tags or more, the account sandbox fails to build. Switching off the Freddy Copilot add on does not clean up user roles, causing an issue with agent creation. Freddy Copilot features are incorrectly removed when switching to the Pro plan trial. Exporting ticket activities sometimes yields incorrect logs due to a file name fetching issue. Exporting tickets sometimes fails in email delivery due to an Account ID mismatch.Analytics, Dashboard, and API bugsMerging a child ticket with a CSAT value doesn’t reflect the CSAT value in the primary ticket in analytics.Cheers!

New Features and Enhancements Upcoming Features and EnhancementsNew Features and Enhancements  All features in Freshdesk and Freshchat will be available on Freshdesk Omni.   Introducing Freshworks - BigCommerce IntegrationConnect your BigCommerce store with Freshworks to provide real-time, personalized support. Access order history, payment, and shipping details instantly to deliver faster, smarter customer service.More details here. Zoom Phone Enable customers to use Zoom Phone within Freshchat and Freshdesk, allowing seamless call handling that automatically creates conversations in Freshchat and tickets in Freshdesk.More details here.  Upcoming Features and Enhancements  All features and enhancements below are coming soon to customers.  Enhanced Content Assistance for AgentsAgent's input text formatting now stays the same when using Rephrase, Tone Enhancer, and Expand, making content changes smoother and easier. The new format for Summaries will highlight the issue, actions taken, and outcome, helping agents quickly understand customer queries and resolve them faster.All features in Freshdesk and Freshchat will be available on Freshdesk Omni.

Hello hello,We’re thrilled to announce that the much-anticipated gen AI-powered AI agent is now available in Beta! With this launch, Freddy AI Agent will provide always-on, trustworthy, and conversational assistance to your customers.Connect your knowledge sources—documents, PDFs, and public URLs—and let the AI agent provide always-on, conversational assistance to customers, resolving issues quickly and efficiently, wherever they are.Here’s what you should knowAutonomous and always-on- The AI Agent is fully autonomous and requires zero human intervention - and is able to provide round-the-clock support, across multiple channels. Rapid time to value - Organizations can quickly deploy Freddy AI Agent without needing to code, instead by linking knowledge sources like support documents and public URLs with minimal effort. Hyper-personalized service: AI Agent personalizes the conversations with the language and the channels your customers prefer - and provides thoughtful, human-like responses with memory and advanced reasoning over multi-turn conversations. Trusted and secure The AI agent offers citations, and more reliable, accurate responses.Read our launch announcement for more details. Look out for exciting updates in the coming weeks and join the Freshworks AI Summit to learn more!

Hey Community,We’re thrilled to announce that after a successful closed beta (as Freddy Self Service), Freddy AI Agent is now available in open beta for all Enterprise plan customers. With this launch, Freddy AI Agent will provide always-on, trustworthy, and conversational service to your employees.Now is your chance to enhance employee experience and revolutionize first-line support for your team with Freddy AI Agent. Getting Started: Contact your account managers or navigate to your plans and billing page to upgrade to the Enterprise plan.What’s new?Empower employees with 24/7 personalized assistance using powerful AI that's trustworthy and easy to adopt.Human-like, Actionable Conversations: Employees can now engage in dynamic, multi-turn interactions with Freddy AI Agent, which provide actionable information summarized from various knowledge sources. Round-the-clock assistance: Employees now have the ability to interact with Freddy AI Agent anytime, 24/7, both privately and via public channels, to receive immediate assistance.Multilingual Assistance: Freddy AI Agent can now assist employees in more than 40 languages, enhancing global communication. Secure and trustworthy service: The latest Freddy AI Agent offers citations, and more reliable, accurate responses.Explore the power of Freddy AI Agent: Watch Demo | View Datasheet | Learn all about versionsRead our launch announcement for more details. There's a lot more in store with the Freddy AI Agent launch. Stay tuned for exciting updates in the coming weeks and join the Freshworks AI Summit to learn more!We look forward to seeing you soar to new heights of employee experience with Freddy AI Agent! Best regards,Team Freshservice 

Important update: The release of Jira SaaS Integration has changed and will now be available on November 15th, 2024.Note: All the features/enhancements below will be available on Starter and Growth plans on October 15th, 2024 & on Pro and Enterprise plans on October 28th, 2024.Product version: 2024.R10L.01New Features and Enhancements Enhanced Freddy Copilot Reporting Intent-based Reply Suggestions   Consumption of day passes and usage history   Requester and Agent data export access controls Restrict API key access for agents Export reports with real-time filters in Analytics Set custom incident/major incident values in alert workflows Minimize situational noise with alert suppression Modify on-call email notifications  Modify incident end time when resolving a Status page Incident Jira SaaS Integration Upgraded .NET for Linux and Mac agents Unique URLs for Project Reports Curated Report on Project Agile Metrics Integrate Freshservice with your Mobile app  New HCM Connector Apps to Automate Key Employee Workflows  Integrate Smartsheet with Freshservice  Integrate Amazon Connect with Freshservice  Integrate Tanium with Freshservice  Enable Auto-recharge for Connector Apps  Important Updates Bug Fixes New Features and EnhancementsEnhanced Freddy Copilot ReportingCategory: IT Service ManagementFreddy Copilot's usage data is now integrated as a module within Analytics, allowing for the creation of custom reports. You can monitor usage across different features, users, and associated entities like tickets and articles. The updated report now includes:Analytics for additional Freddy Copilot features such as Translator and Writing Assistant. The option to select multiple values using interactive filters on curated reports.Note: This update will replace your existing Freddy Copilot report, so your existing customizations will be lost. More details here.Intent-based Reply Suggestions  Category: IT Service ManagementThe Freddy Copilot reply suggester now offers extended assistance to agents throughout the ticket lifecycle. Responses are not only based on the resolution but on the overall intent of the inquiry, making replies more relevant and aligned with the needs.More details here. Consumption of day passes and usage history  Category: IT Service ManagementPreviously, day passes were sometimes used when occasional agents logged into Freshservice and accessed the requester portal. Now, we’ve introduced two significant enhancements to prevent unintended day pass usage and provide clear visibility into day pass activity.Occasional agents will receive a prompt before consuming a day pass when switching from the requester portal to the agent portal. Admins can now access a detailed usage history, including day passes issued by Freshservice support, purchases, and consumption records.More details here.  Requester and Agent data export access controlsCategory: IT Service ManagementAdmins can now control whether agents can export agents' and requestors' data. With the introduction of new privileges, ‘Export Requesers’ and ‘Export Agents,’ an admin can restrict user data export, thereby avoiding unnecessary exposure of users' personal information. Restrict API key access for agentsCategory: IT Service ManagementAdmins can now restrict agents' access to and usage of API key. When API key of an agent is disabled the APIs will return an error when that agent’s API key is used to make an API request. Restricting agent’s access to API key ensures optimal usage within the API rate limits for relevant apps, integrations and contributes to overall system security. Export reports with real-time filters in AnalyticsCategory: IT Service ManagementUsers can now export reports and widgets in PDF formats with current interactive filter views. Unlike earlier, the desired interactive filter views need not be saved to download or email a report or widget, making the whole Analytics experience more intuitive.More details here. Set custom incident/major incident values in alert workflowsCategory: IT Operations ManagementUsers can now set and update values for incident and major incident custom fields directly within the action node in alert workflows. Additionally, these fields can be dynamically updated based on alert conditions, providing greater control and flexibility in managing incidents.  Minimize situational noise with alert suppressionCategory: IT Operations ManagementWith the new Alert Suppression feature, users can now prevent alerts from creating incidents or triggering notifications for known production issues. Alerts can be suppressed in the following ways:Manually suppress individual alerts from the alert details page or suppress multiple alerts in bulk from the alerts list. Automatically suppress alerts via workflows that meet the conditions defined in the workflow’s condition nodes. Modify on-call email notifications Category: IT Operations ManagementAdmins can now customize the email notifications sent to on-call agents about ongoingescalations. They can now include relevant information such as Standard Operating Procedures (SOPs), checklists, and other personalized content to help agents respond more effectively.Note: To ensure that crucial notifications are consistently sent to the appropriate team members and stakeholders, the options ‘Notify On-Call Agents About an Ongoing Incident’ and ‘Notify Stakeholders When an Incident Is Assigned to an On-Call Group’ now remain enabled and cannot be turned off. Modify incident end time when resolving a Status page IncidentCategory: IT Operations ManagementAgents can now specify the date and time when the Status page incident was resolved. They can also edit the resolution date and time for a resolved incident. This allows agents to set the correct resolution time for incidents. For instance, if an incident was resolved overnight while the agent was unavailable, they can update the status page the following morning with the exact time-stamp information of when the incident was resolved.Jira SaaS IntegrationCategory: IT Asset ManagementIntroducing Jira direct integration, offering comprehensive license usage tracking and advanced discovery of all Jira users. This enhances the management of Jira licenses and utilization at the organizational level. It will be available via an update of the existing Jira Orch App.Key capabilities include:Discovery: Comprehensive discovery of all JIRA users. License Management: Track license consumption, and entitlements by adding Jira Contract. Usage Monitoring: Monitor login-based and granular activity based usage enabling license harvesting from inactive users. ​​​​​​​Orchestration: Automate user de-provisioning via Software Workflows for improved license management.Important update: The release of Jira SaaS Integration has changed and will now be available on November 15th, 2024.Upgraded .NET for Linux and Mac agentsCategory: IT Asset ManagementWe've upgraded to the latest version of .NET 8 for our Linux and Mac agents. This enhancement strengthens security and ensures improved performance, providing more stability and support for future updates.Unique URLs for Project ReportsCategory: Project ManagementWith unique URLs for each project report, users will be able to bookmark individual reports for future reference easily. Users can also share project reports with relevant stakeholders via unique URLs, making report sharing and accessibility seamless.Curated Report on Project Agile MetricsCategory: Project ManagementWith out-of-the-box curated reports on agile metrics like lead time, cycle time and time spent in status, users can identify bottlenecks in processes with quick insights. This gives users the ability to rectify and improve process gaps in projects. Integrate Freshservice with your Mobile app Category: MobileUsers can now easily integrate the Freshservice mobile app with their in-house app through an SDK, giving requesters seamless access to support on Freshservice without needing to switch apps. This provides a unified, single-app experience for employees, boosting productivity.More details here.New HCM Connector Apps to Automate Key Employee Workflows Category: Apps & IntegrationsNew HCM Connector Apps: UKG, ADP(BETA), Workable, Personio, Paylocity(BETA), and HiBob(BETA).Integrating Freshservice and the HCM systems allows enterprise service teams to automate service delivery across the organization. The integration enables HR teams to automate critical employee workflows such as onboarding and offboarding based on new hire or termination data available on the HCM system. And aid seamless data sync on Freshservice based on details from the HCM system to establish a single source of truth. More details here.Integrate Smartsheet with Freshservice Category: Apps & IntegrationsEnable easy association of project tasks in Smartsheet with Freshservice Incident and Change tickets. Automate information sync between linked tickets in both systems. Allow agents to access project-specific information related to any ticket through the Smartsheet widget.More details here.Integrate Amazon Connect with Freshservice Category: Apps & IntegrationsThe Freshservice integration with the Amazon Connect App offers an efficient solution for seamless call management. It ensures that every customer interaction is logged and accessible within Freshservice. Agents can create or update tickets based on phone conversations to organize all call-related information within associated tickets.More details here.Integrate Tanium with Freshservice Category: Apps & IntegrationsThe integration between Freshservice and Tanium allows IT service management teams to keep track of all the assets in one place. The asset sync enables agents to get additional context about devices mapped to the requester while resolving tickets. Assets can be synced from Tanium to Freshservice at a specific window.More details here. Enable Auto-recharge for Connector Apps Category: Apps & IntegrationsIf you use Connector Apps, enable auto-recharge to ensure workflows do not stop due to task exhaustion. You can enable this in the plans & billing section within the Connector Apps tasks Add-on. Whenever the task balance falls below 1000, additional tasks will be added to the account based on the number of packs chosen while enabling auto-recharge. One task pack consists of 2500 tasks. Important UpdatesNotices for new changes/upgrades/deprecation activitiesThe following changes will be made effective by Nov 5th, 2024. Ensure that you’re prepared for it.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. Please note that there is no immediate impact to your existing reports. You can continue to create and edit reports without any restrictions.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 FixesThis was the product defect detected, and it have now been fixed.Fix for incorrect Custom Object lookup behaviour - duplicate values in workflow reader node output. More details here. (Note: This change will be available in November 2024).

Bug fixes These were the bugs detected, and they’ve now been fixed.Online auto recharge fails for Freshcaller account with call credit enabled. Multiple auto recharges are enqueued while Triggering Auto Recharge from $0. Auto recharge fails to work on the manual split with non-USD currency. Cheers!

New Features and Enhancements Upcoming Features and Enhancements Bug fixes Team Inbox bugs Admin Experience bugs Bot builder bugs New Features and Enhancements  All features and enhancements below will be available to all customers from September 30, 2024.  Live Translation EnhancementAuto-translate offline responses during the away experience. This enhancement will support 18 more languages, including Japanese and Italian.More details here. Auto-detect customer language (Freddy Self Service)Chatbots will soon detect changes in the customer language and switch to the new language, if configured. If not, it will state that it's not yet trained in the new language, and proceed with the primary language.More details here. Custom property based reporting (Freddy Self Service)Admins will soon be able to generate reports based on custom properties to gain deeper insights into chatbot interactions and user data.More details here. Automated Agent Handoff (Freddy Self Service)Chatbots will transfer conversations to an agent or group, trigger a flow to collect more info, and use Intents to recognize such customer requests.More details here. Non-modal slider for apps Agents can edit information from the app widget on their workspace without interfering with their ability to view and respond to conversations. New data method for chat applicationsApp developers can access the updated numeric conversation ID across Freshchat. Enhanced Topic filter on Advanced Automation appAutomate channel-specific use cases by setting up Topic-specific conditions in the Advanced Automation app. Automating conversation title updatesUpdate conversation titles based on conversation properties by using placeholders. Conversation filter API using custom propertiesFilter conversations by users on a particular channel or a specific conversation status. Click-to-call from contactsClick on a phone number to open the caller widget and make a call directly from contact details. Bug fix: Chat getting unassigned With this fix, chat set to 'Waiting on customer' or 'Waiting on internal team' remain assigned to the agent even if the agent is unavailable. Forum threads on the Contacts tabEnable your agents to have more contextual conversations - they can soon view ongoing Forum thread discussions of customers from the Contacts tab. Fullcontact API deprecationAgents will not be able to view the contact details enriched via Fullcontact API anymore. Upcoming Features and Enhancements  All features and enhancements below are coming soon to customers.  Bulk Emails to Move to Their Respective ThreadsFor better continuity, bulk email replies are correctly threaded into their respective conversations. Clone the NLP module (Freddy Self Service)Clone Q&As, Intents, and FAQs into a new bot making it easier to build new bots efficiently and without the risk of errors. Agent experience enhancements - Text editor updates Agents can use the text editor efficiently with minimal scroll; the editor will soon dynamically adjust its height based on the content and browser size. Agents can soon efficiently manage customer inquiries by bulk replying to multiple conversations. Enhanced Activity Timeline FiltersView chat conversations in the Activities timeline within Contact 360 and Account 360. Conversations Tab UpdateView all chat conversations and filter by status and chat. Set up custom mail servers with FreshchatEasily configure Google, Microsoft, or custom mail servers to send and receive emails, manage aliases, and ensure verified communication across all channels. Dynamically capture contextual information Create dynamic sections within conversation properties to help agents capture relevant information more effectively and ensure faster resolutions. JWT for the web widgetYou can enable JWT to enhance security, ensuring customer interactions are protected while still allowing visitors to get help. Authenticated users will benefit from streamlined access improving overall usability. Improved insights and better setup experienceDiscover the benefits of migrating to WhatsApp embedded sign-in flow. Enhanced funnel analytics and improved data tracking for seamless channel integration. Auto-recharge notifications for Connector AppsGet notified when your Connector App Tasks usage hits 90%, 100%, and 0% to ensure uninterrupted workflows. Modify agent email responses with intercept appsBuild custom apps to intercept agent email responses before sending them to the customer. Google Mail Server IntegrationEasily connect your Google Mail server for seamless support email management, with automatic conversation conversion and secure authentication. Customizable Sentiment ScoresYou can customize the sentiment score for positive, negative, and neutral conversations on a scale of 0-100 based on business needs. These insights help agents prioritize tickets for more effective resolutions. Bug fixes These were the bugs detected, and they’ve now been fixed.Team Inbox bugsUnable to create an assignment rule using the date custom conversation property.  Conversations assigned to agents are showing up in the 'All open and unassigned' view. Resolved Zendesk conversations in MICRM revert to OPEN status after refreshing the webpage, despite initially showing as resolved. After Autoresolve and Freshdesk ticket creation, the ticket details fail to load properly in the inbox.Admin Experience bugsWhen giving CSAT as No for a resolved conversation with HRC enabled, only the last few messages are visible instead of the entire conversation in the widget.  Bot article dialog is not triggered in an FB conversation, though it works fine in bot preview. Notifications are not working for Freshchat Mobile App & SDK on Android devices. Deactivated/deleted agents' data is still listed in the agent performance dashboard table. Image uploaded in bot flow is sent as a file in bot preview widget instead of as an image. Updates to conversation properties from the settings page are not applied when the page is translated.Bot builder bugsAnalytics data for flowless bots is not updated when a sublink is sent. The UI freezes when scrolling the bot builder page after opening the node action because the overlay blocks the scrollable content. Bot fails to process the first customer message if the customer's language differs, as cached messages conflict with the customer’s locale. Restrict URL extraction to a set of specific domains such as google.com, bing.com, and youtube.com. Feedback responses (helpful/unhelpful) are not being captured or shown under Advanced Q&A analytics reports. Flowless bot's resolve conversation only closes the current ticket but does not send the resolve conversation event to Freshchat.Cheers! 

New Features and Enhancements Upcoming Features and Enhancements Bug fixes Agent experience bugs Admin experience bugs Automation bugs Analytics and Dashboard bugs Mobile App bugs New Features and Enhancements  All features and enhancements below will be available to all customers from September 30, 2024.  Portal settings revampAdmins will soon access both the Customize and Edit menus from the same interface, streamlining their workflow and eliminating the need for separate navigation.More details here. Non-modal slider for apps Agents can edit information from the app widget on their workspace without interfering with their ability to view and respond to tickets. Agent experience enhancementsStreamlining the Agent experience in Freshdesk: the Out-of-office Scheduler will be moved under the Profile icon, and all dropdown values under the ‘New’ button will be refreshed. Upcoming Features and Enhancements  All features and enhancements below are coming soon to customers.  Curated Automation Templates Explore curated automation templates by use-case in the new ‘Explore Templates’ section. Templates are categorized and include higher-plan options (view only). Email inbox improvementsThe email inbox experience is being improved:1. List of all ticket views will remain sticky by default.2. Filters will be collapsed by default. Time Triggers will be renamed to Hourly TriggersImprove usability for admins configuring Hourly Triggers, ensuring a better understanding of how actions will execute based on the selected conditions. Customize reports with Analytics upgrades You can soon sort columns in reports, build cross-module custom metrics, export and download reports with greater control, and more. New Curated Reports in FreshdeskYou can soon leverage new curated reports with pre-built widgets that give you a holistic view of ticketing, agent performance, customer analysis, and other key metrics. Simplified support email setup in FreshdeskEasily set up your support email with clear, guided steps. Configure Outlook, Google, custom servers, or Freshdesk’s email hassle-free. Streamlined agent onboarding in FreshdeskOur latest update simplifies agent onboarding, providing step-by-step guidance on ticket management from the start, ensuring an efficient experience. Agent access to org-wide dashboardsAdmins can soon provide agents the access to view team-level dashboards in addition to user analytics. This enables agents to check org-wide tickets data. Curated Report for Sentiment AnalysisAccess curated reports showing how many tickets began or ended with negative, positive, or neutral sentiment, along with insights on how agents improved customer sentiment. Freshworks Migration to CloudflareFreshworks is migrating to Cloudflare to manage SSL certificates and ensure compliance with the latest HTTPS standards. After the migration, if your SSL certificate renewal fails, you will receive an error message that requires immediate action to prevent portal inaccessibility.During a brief transition period, some users may see the domain load in HTTPS, but their browsers may display a warning that the site is not secure. Once the migration is complete, this warning will no longer appear. More details here.  Bug fixes These were the bugs detected, and they’ve now been fixed.Agent experience bugsUnable to view responses in ticket due to Advanced CSAT in Freshdesk. Ticket details view is broken when a custom app with a dot (.) is installed. Unable to find the published solution article link in the account. Incorrect "From" Email address is displayed in outbound emails. Incorrect CAPTCHA version (V2) is displayed for customers with version 3 of CAPTCHA.Admin experience bugsAgent email fails to update if a contact with that email already exists. Agents in Freshdesk are not synched in the Customer Service Suite account in the MEC region. Unanswered calls from Freshcaller are creating tickets in Freshdesk. Unable to install MS Teams in MEC region.Automation bugsAutomation rules are skipped for Tickets with deactivated agents as requester.Analytics and Dashboard bugsChat widget in the custom dashboard shows 0 conversations despite having them in Freshchat.Mobile App bugsMobile app notifications are not visible in Freshdesk Android 8.9.0 Android. Cheers! 

New Features and Enhancements Upcoming Features and EnhancementsNew Features and Enhancements  All features in Freshdesk and Freshchat will be available on the Suite.   Upcoming Features and Enhancements  All features and enhancements below are coming soon to customers.  Zoom Phone Enable customers to use Zoom Phone within Freshchat and Freshdesk, allowing seamless call handling that automatically creates conversations in Freshchat and tickets in Freshdesk. Introducting Freshworks - BigCommerce IntegrationConnect your BigCommerce store with Freshworks to provide real-time, personalized support. Access order history, payment, and shipping details instantly to deliver faster, smarter customer service. Email Templates You can soon create multiple email templates with unique signatures that are automatically applied to agents' responses based on predefined conditions. Cheers!

Note: All the features/enhancements below will be available on Starter and Growth plans on September 17th, 2024 & Pro and Enterprise plans on September 26th, 2024.Product version: 2024.R09L.01New Features and Enhancements Expanded Bulk Update Option for Tickets  Improved Due Date Calculation for SLA Breach Audit logs for Service Catalog Change List and Calendar View Enhancements Automated translation for agent replies with Freddy Copilot  Revamped admin experience for ServiceBot for Slack Improved Workflow Navigation with Pagination Audit logs for an account’s primary contact modifications Modern view for Release module  Re-run escalation policies if ticket properties change Customize email notifications for status updates  Use Freddy Copilot to generate post-incident report Stay on Top of Contract Usage with the Analytics Module Salesforce SaaS Integration Enhanced Audit Log for Purchase order and software Fields Build Custom Objects in Global Settings Tag users with @mentions for seamless user notifications in Project Tasks Important Updates Bug Fixes New Features and EnhancementsExpanded Bulk Update Option for Tickets Category: IT Service ManagementThe bulk update option in the ticket list view now supports custom paragraph fields, giving you greater flexibility in managing and updating tickets efficiently.Improved Due Date Calculation for SLA BreachCategory: IT Service ManagementWe have refined the due date calculation logic to ensure accurate SLA adherence. When transitioning between "Pending" and "SLA on" states after an SLA breach, we have adjusted the logic to retain the due date, regardless of state transitions. This prevents any unintentional resets to the initial due date at ticket creation, ensuring a more accurate reflection of SLA timeframes.Audit logs for Service CatalogCategory: IT Service ManagementThe service catalog will now be captured in the audit log. This includes all creations or modifications of service categories, service items, and fields, ensuring better governance and tracking.Change List and Calendar View EnhancementsCategory: IT Service ManagementChange 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 change 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.More details here. Automated translation for agent replies with Freddy Copilot Category: IT Service ManagementAgents can now respond to tickets in their preferred language, and Freshservice will automatically translate replies into the ticket's original language. This feature ensures smoother communication across global teams and customers.More details here.   Revamped admin experience for ServiceBot for SlackCategory: IT Service Management ServiceBot is a channel with essential functions like ticket collaboration, ticket updates, virtual agent support, and on-call management. The new unified admin experience allows users to set up, manage, and customize all these features seamlessly in a single, streamlined flow. To get started, navigate to Admin > Channels > ServiceBot for Slack. More details hereImproved Workflow Navigation with PaginationCategory: IT Service ManagementWith the newly added pagination to Workflow Automator, admins can now efficiently search and browse workflows in smaller, manageable sets. This enhancement improves navigation, boosts performance, and eliminates slow load times and endless scrolling when managing multiple workflows.Audit logs for an account’s primary contact modificationsCategory: IT Service ManagementAdmins can now view audit logs when primary contact details of an account such as first name, last name, email, and phone are added or altered. Changes to account name and invoice email are also displayed in audit logs. This is in addition to audit logs for account domain and account mode. Modern view for Release module Category: IT Service ManagementThe release view is now enhanced to a more modern and scalable experience to improve your service desk experience.This release will introduce this new view for you to explore for a month. For the next 30 days, you can toggle between the classic view and the modern view. Once the 30-day period ends, the modern experience will be enabled as the default option for all users. Key features of the new experience 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 Re-run escalation policies if ticket properties changeCategory: IT Operations ManagementUsers can now ensure that escalation policies for on-call management are dynamically re-evaluated whenever any of the ticket fields undergo a change. This enhancement supports a wider range of incident management scenarios, ensuring that notifications remain relevant throughout the ticket lifecycle. It also minimizes the possibility of missed notifications due to escalation policy mismatch.More details here  Customize email notifications for status updates Category: IT Operations Management Admins and status page subscribers can now benefit from enhanced email notifications for status updates: Admins can now notify agents using an email template different from that for requesters and subscribers. With this enhancement, agents can be sent additional information about service degradation, helping them resolve associated incidents faster.  Admins can now include ticket details and properties (including custom properties) as placeholders for all status page incident notifications sent to agents. Status page subscribers can now comprehend service status with greater ease with the addition of a new placeholder, ‘Formatted Impacted Services’, to email notifications.  Status page subscribers can now manage their subscription or unsubscribe from status page notification emails using links placed in all email footers. When users unsubscribe, they are retained in the subscriber list, but stop receiving email notifications for all services. Status pages now include an unsubscribe link in the footer section by default. Subscribers can use this link to stop receiving all status page notifications. An unsubscribe confirmation email will be sent to avoid unsubscribing by mistake.   Use Freddy Copilot to generate post-incident reportCategory: IT Operations Management Users who have opted for Freddy Copilot license can now get Freddy AI to generate their post-incident report. Freddy AI will study the incident metadata, including associated alerts, impacted services/assets, attached tasks, timeline, and conversations among agents on relevant collaboration channels, and quickly deliver accurate and detailed post-incident reports. Users will benefit from enhanced precision and efficiency in documenting and analyzing major incidents, empowering organizations to build greater resilience and continuously improve their incident response strategies. More details here.Note: This enhancement will be available to customers on Pro and Enterprise plans from September 17, 2024, onwards. Stay on Top of Contract Usage with the Analytics ModuleCategory: IT Asset ManagementLeverage custom fields in Analytics to track and monitor various contract types like lease, maintenance, and software licenses tailored to your business needs. Analyze contract usage based on key metrics like contract status, users, assets, and source of creation for improved decision-making and optimized contract utilization.Salesforce SaaS IntegrationCategory: IT Asset ManagementIntroducing Salesforce CRM direct integration, which provides precise license usage tracking based on user logins, regardless of the authentication method (SSO, password, etc.).Key capabilities include:Discovery: Comprehensive discovery of all Salesforce users, user license allocations, and organization-level license utilization. License Management: Track entitlements, consumption, user licenses, permission set licenses, and feature licenses. Usage Monitoring: Monitor login-based usage, ensuring accurate license tracking. Orchestration: Automate user deprovisioning and license upgrade/downgrade tasks for improved license management. More details here.Note: This functionality will be available from October 15th, 2024 Enhanced Audit Log for Purchase order and software FieldsCategory: IT Asset ManagementThe audit log now provides comprehensive tracking of changes made to purchase orders and software fields in your service desk. With this enhancement, users gain better control and visibility over procurement and software management processes, ensuring greater accountability and compliance.Build Custom Objects in Global SettingsCategory: Freshservice for Business TeamsAdmins will now be able to define custom objects in Global Settings. Global custom objects will be accessible across all workspaces, reducing the need for repetitive setup while still maintaining the flexibility to define workspace-specific custom objects. Tag users with @mentions for seamless user notifications in Project TasksCategory: Project ManagementUsers can now be easily tagged and included in any necessary updates with @mentions. These @mentions will be enabled in the Notes section of Project Tasks. The tagged users will receive email notifications if the ‘Mentioned in note’ setting is enabled under Global settings.More details here.  Important UpdatesNotices for new changes/upgrades/deprecation activitiesThe following changes will be made effective by Nov 5th, 2024. Ensure that you’re prepared for it.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. Please note that there is no immediate impact to your existing reports. You can continue to create and edit reports without any restrictions.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.The article views count in the Solutions Overview report (curated report) was inaccurate. This has been fixed. In the requester portal, when the user tries to export tickets, the email was being sent without a download link. 

 Migrating apps to the latest platform versions ensures they are always up to date on the latest tech and security upgrades. It is a critical part of maintaining app hygiene, ensuring a smooth experience for the users.With our latest release on Freddy Copilot for Developers, you can migrate your custom applications to the latest platform versions with just a few clicks! Introducing AI-assisted app migration on Freddy Copilot for Developers. Move away from a high-effort manual app migration process to an AI-assisted approach that saves you significant time and effort and makes your app more reliable.AI-Assisted app migration:  Intelligently detects apps on older platform versions and prompts you to upgrade to the latest platform versions of your choice right from the IDE. Simply open your app on Freddy Copilot for Developers and start your migration process in just a few clicks.  Code modifications with comprehensive change analysis: Freddy Copilot for Developers analyzes the complete app code and suggests necessary modifications, like adding serverless events, SMI functions in manifest.json, etc., for a smooth migration process. Developers can also review the proposed changes and integrate them easily. Learn More 

We're back with the September edition of the Roadmap series for our CS products - Freshdesk, Freshchat, and Freshworks Customer Service Suite! Register now!This will be a live session. We'll discuss our upcoming innovations and how you can take advantage of these capabilities, with some time for Q&A at the end.

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All below features and enhancements will be available to all customers from Aug 31, 2024.  Customize wait queue behaviorAdmins can now prioritize calls in the wait queue by received or enqueued time and manage queues individually or collectively.More details here. Upcoming Features and Enhancements  No items  Bug fixes These were the bugs detected, and they’ve now been fixed. Some agents observed that the call actions and app menu container flicker when the browser view size is increased to 110%, making it difficult for customers to select voicemail drop or push to queue options.  Some agents observed that when a customer disconnects a call just as an agent accepts it, the agent remains stuck in a busy state, even though the call is marked as complete.  Cheers!

New Features and Enhancements Upcoming Features and Enhancements Bug fixes Team Inbox bugs Admin Experience bugs Bots bugs New Features and Enhancements  All features and enhancements below will be available to all customers from August 31, 2024.  Enhancements to the bot builder (Freddy Self Service)Sort through bots, search conversions within versions, and ensure private dialogs do not impact conversations.More details here. Retrain page enhancements (Freddy Self Service)Retrain bots easily with options to search, filter, and find useful, helpful, and unhelpful bot interactions.More details here. Automerge of contactsAutomerge will not be performed when multiple contacts match by different identifiers, minimizing data loss. Additionally, the existing contact’s Contact ID will not change. Upcoming Features and Enhancements  All features and enhancements below are coming soon to customers.  Automated Agent Handoff (Freddy Self Service)Chatbots will soon transfer conversations to an agent or group, trigger a flow to collect more info, and use Intents to recognize such customer requests. Auto-detect customer langauge (Freddy Self Service)Chatbots will soon detect changes in the customer language and switch to the new language, if configured. If not, it will state that it's not yet trained in the new language, and proceed with the primary language. Custom property based reporting (Freddy Self Service)Admins will soon be able to generate reports based on custom properties to gain deeper insights into chatbot interactions and user data. Live Translation EnhancementAuto-translate offline responses during the away experience. This enhancement will support 18 more languages, including Japanese and Italian. Non-modal slider for Freshchat apps Agents can edit information from the app widget on their workspace without interrupting their ability to view and respond to the conversation. New data method for chat applicationsApp developers can access the updated numeric conversation ID across Freshchat. Enhanced Topic filter on Advanced Automation appAutomate channel-specific use cases by setting up Topic-specific conditions in the Advanced Automation app. Automating conversation title updatesUpdate conversation titles based on conversation properties by using placeholders. Conversation filter API using custom propertiesFilter conversations by users on a particular channel or a specific conversation status. Microsoft Mail Server IntegrationIntegrate your Microsoft Mail server effortlessly, enabling streamlined support email processing with customizable configurations and secure login options. Click-to-call from contactsClick on a phone number to open the caller widget and make a call directly from contact details. Bug fix: Chat getting unassigned With this fix, chat set to 'Waiting on customer' or 'Waiting on internal team' remain assigned to the agent even if the agent is unavailable. Forum threads on the Contacts tabEnable your agents to have more contextual conversations - they can soon view ongoing Forum thread discussions of customers from the Contacts tab. Fullcontact API deprecationAgents will not be able to view the contact details enriched via Fullcontact API soon. Bug fixes These were the bugs detected, and they’ve now been fixed. Team Inbox bugsSome agents observed that when switching back to WhatsApp to send a message after interacting with a user via email and SMS, an error is displayed, and the message is not sent. Some agents observed clicking on the conversation transcript created via advanced automation redirects them to a blank page. Agent Widget does not load when browsers block third-party cookies. Some agents observed that in-app notifications are not received for new chat conversations initiated via the public API, despite having "Notify me when a chat conversation gets initiated" enabled.Admin Experience bugsWhen agents attempt to resolve a conversation, along with ratings, and submit feedback, the submission fails, resulting in a 500 error. Some agents observed that invoices are not generated even when the WhatsApp integration is active on the account. The CSAT survey is not triggered for a conversation when it is reassigned to another agent via IntelliAssign after the original agent becomes unavailable. Some agents observed that when attempting to create an SLA using Freddy (Beta) via a prompt, it initiates the creation of a bot, instead of indicating the lack of SLA access. Some agents observed that previous events, such as FAQ read and page visit events, are not tracked or displayed in the contact's activity tab after converting a visitor into a contact. When the profile language is set to Arabic, the Freddy slider does not display in a right-to-left format. Some agents observed that the values for the contact or page properties are not displayed during the creation of a campaign or triggered message. Some agents observed that after saving a contact, if the last name field is empty, the first name value is automatically moved to the last name field after 5-10 minutes, leaving the first name field empty. Some agents observed that when sending a bulk reply to multiple email conversations, all recipients are visible in the 'To' field, allowing them to see each other’s email addresses. Some agents observed that the CSAT survey is not triggered for bot-resolved conversations. Some agents observed that the dropdown values for custom properties do not load when creating a segment. Some agents observed that in a Freshchat account integrated with Freshservice, users can create Freshservice tickets without filling in values for mandatory fields despite these fields being marked as required. Some agents observed that clicking on chat counts in the dashboard shows all chats instead of just those filtered by the selected group. Some agents observed that session breach emails are not sent to all admins and account admins when bot session consumption exceeds 50%, 80%, 90%, or 100%. Some agents observed that the conversation properties and Contact info widgets' non-modal sliders remain open and obscure content when switching to the Table view, instead of closing. Some agents observed that after switching back from Unified dashboards to Unified analytics, the display language reverts to English instead of remaining in Korean.Bots bugsSome agents observed that a bot wouldn’t initiate a new conversation after resolving the first one. Suggested FAQs do not populate in analytics under answer-conversation metrics.  When External customer ID is enabled, the customer name is NULL instead of ‘Guest’.  When an invalid URL is added in the API configuration, the redirection fails with a 500 error. An API evaluation request sends the actual API executed status rather than a 2xx response.  Feedback messages aren’t shown in Activity logs or conversation history, even when shown to the customers. Some agents observed customer names being shown incorrectly in the chat UI. A bot won’t reliably sync newly created solution categories. Some agents observed that updating a flow would unmap it in feedback. Some chats marked a new session even when the first user input wasn’t received. Some agents observed that turning a Freddy suggestion placeholder node private would result in a blank page. Some agents observed that captions for rich media won’t display in Activity Logs. Importing a template with the “looking for something else” node into an existing bot fails.  Some agents noticed that feedback stars wouldn’t update if the responder changed their rating. Language/locale input isn’t validated and throws a 5xx error instead. Cheers!

New Features and Enhancements Upcoming Features and Enhancements Bug fixes Agent experience bugs Self-service bugs  Admin experience bugs Automation bugs Analytics and Reports bugs Integration bugs New Features and Enhancements  All features and enhancements below will be available to all customers from August 31, 2024.  Automations for CollaboratorsWhen a collaborator performs an action, such as replying to a ticket, the ticket status will now be automatically updated, and automations can be applied.More details here. Upcoming Features and Enhancements  All features and enhancements below are coming soon to customers.  Non-modal slider for Freshdesk apps Agents can edit information from the app widget on their workspace without interfering with their ability to view and respond to conversations. Agent experience enhancementsStreamlining the Agent experience in Freshdesk: The out-of-office Scheduler will be moved under the Profile icon, and all dropdown values under the ‘New’ button will be refreshed. Portal settings revampAdmins can soon access both the ‘Customize’ and ‘Edit’ menus from the same interface, streamlining their workflow and eliminating the need for separate navigation. Improved email threading with enhanced automationsWhen setting up the 'Send email to requester' automation rule, you can choose whether to send a new email or add a response to an existing thread. Automation emails appended to the ticketArm your agents with better context - they can soon see the entire email sent to the customer triggered via automation rules as part of the ticket thread. Bug fixes These were the bugs detected, and they’ve now been fixed. Agent experience bugsUsing a ticket template on the new ticket page removes contact details.  Sending a message in Threads fails if an associated mailbox is deleted. Some agents received analytics emails even after being deactivated or having their subscription ended.  Updating dropdown fields via API with invalid choices works instead of throwing an error.  Some agents observed that they could see tickets assigned to other agents in their dashboard.Self-service bugs Some logged-in customers couldn’t log in to the customer portal and received a 500 error instead. The Captcha fails to render during article feedback. Categories present in Freshdesk don’t show up in an API response.  The “less than” symbol gets encoded in UTF-8 format in titles of solution articles.Admin experience bugsSome accounts can’t be deleted if the customer had a prior re-entry into the helpdesk. A manual upgrade to Customer Service Suite fails to update the subscription. Updating a company domain tries to update deleted contacts as well.  Creating a CRM agent erases a Freshdesk collaborator with the same email ID instead of converting them. Advanced CSAT surveys don’t use the primary email as the From address. The Enter Payment Information button on the Day Passes page doesn’t redirect to the subscription page correctly.Automation bugsSome agents observed that they wouldn’t get assigned a chat after handling a call in Omnichannel.  Some agents are not assigned tickets automatically in the skill based assignment system, even though they are available. Automation rules fail to create a thread on a parent ticket.Analytics and Reports bugsAn agent deleted via public API caused an exception in analytics.Integration bugsSome agents observed that the CRM fields tab doesn’t appear sometimes. Cheers!

Join our exclusive Freddy AI webinar series for Customer Service - ‘Future-ready with Freddy’! Register now!We’re running two webinars - one each on agent-assist AI and self-service AI! During the session, our product experts will share interesting use cases, ROI, and customer stories on how AI transformed their customer service.

Note: All the features/enhancements below will be available on Starter and Growth plans on August 19th, 2024 & on Pro and Enterprise plans on August 28th, 2024.Product version: 2024.R08L.01New Features and Enhancements Multi-language support for custom fields in Problem, Release, and Change modules  Revamped admin experience for ServiceBot .NET security upgrade for Orchestration Server MS Teams Orchestration app enhancement  Private Notes edit access enhancements   Clone nodes and workflows in Alert Workflow Automator Trigger workflows on alert acknowledgment Increased character limit for metric values Embeddable status page widget & badges Post-incident report list page Enhanced setup and security for Windows Agent and Probe Discovery Probe Enhancements  Intune integration enhancements  Asset activity reporting Automate SaaS actions with Scheduled Workflows Reorder service categories on the support portal Reorder workspaces in the ticket form dropdown Move business teams from primary to new workspaces Track and manage eSignature usage Curated report on Project Time Entries Important Updates Bug Fixes New Features and Enhancements Multi-language support for custom fields in Problem, Release, and Change modules Category: IT Service ManagementUsers can now translate custom fields in the Problem, Release, and Change modules to any Freshservice-supported language. This functionality was already available for the Tickets and Timesheet modules. The translation process is managed via a YAML file upload, which allows you to define translations for all fields and their respective choices for all the Freshservice-supported languages. Revamped admin experience for ServiceBotCategory: IT Service ManagementServiceBot is a channel with essential functions like ticket collaboration, ticket updates, virtual agent support, and on-call management. The new unified admin experience allows users to set up, manage, and customize all these features seamlessly in a single, streamlined flow. To get started, navigate to Admin > Channels > ServiceBot for MS Teams. Note: This is currently available only on MS TeamsMore details here. .NET security upgrade for Orchestration ServerCategory: IT Service ManagementWe've upgraded the .Net Core version used in the Orchestration App Server from 3.5 to 4.8.1 to enhance security and to comply with the latest standards. This update is essential for those who use on-premise orchestration apps.What Needs to Be Done?Existing Customers: Uninstall the current Windows Installer version and install the latest one. Uninstall Guide Installation Guide New Sign-Ups: The latest version will be automatically available for download.  MS Teams Orchestration app enhancement Category: IT Service ManagementA new version of the MS Teams Orchestration app will be released, featuring all existing functionalities and essential updates to maintain seamless operations of the "Post Message" action, which is impacted by the MS Teams connector deprecation.Action Required for existing customers: Configure the new "Post Message via Power Automate" action before Microsoft's deadline on 1st October, 2024. More details here Private Notes edit access enhancements  Category: IT Service ManagementUsers who have ‘View’ access to the Problem, Change, and Release modules will now be able to add private notes in these modules. Clone nodes and workflows in Alert Workflow AutomatorCategory: IT Operations ManagementUsers of Alert Workflow Automator can now clone individual nodes within a workflow or duplicate entire workflows, saving time and effort in setting up similar processes.  Trigger workflows on alert acknowledgmentCategory: IT Operations ManagementUsers can now trigger workflows when an alert is acknowledged. This enhancement gives them greater control over alert workflows by automating responses, specifically when an alert is marked as acknowledged, improving workflow precision and efficiency. Increased character limit for metric valuesCategory: IT Operations ManagementThe character limit for the metric value parameter in alert fields has been increased from 100 to 255. This enhancement allows for more detailed and descriptive metric values. Embeddable status page widget & badgesCategory: IT Operations ManagementUsers can now embed Status Page badges and widgets on any webpage. This will help them update end-users about outages or maintenance directly via customer-facing websites and internal portals without making them visit the status page. This enhancement will improve the end-user experience and further reduce the number of support tickets. More details here. Post-incident report list pageCategory: IT Operations ManagementUsers can now access all post-incident reports in one place via the reporting menu. They will no longer have to access each major incident separately to get the associated post-incident report. This capability will help users save time and make better deductions about the efficacy of their infrastructure & operations.Enhanced setup and security for Windows Agent and ProbeCategory: IT Asset ManagementThis enhancement introduces an additional layer of security for new installations of the Discovery Probe and Windows Agent. It will not affect any agents or probes that are currently installed.For new installations, users will need to complete an extra step. During setup, a user will be required to copy a registration token from the application and paste it into the installer when configuring the Discovery Agent or Probe. More details here. Discovery Probe Enhancements Category: IT Asset ManagementThe following enhancements are designed to improve troubleshooting and streamline error management in the Discovery Probe. Improved Device List AccuracyThe devices tab now displays only devices that have been successfully scanned at least once and will thus also indicate how many assets have been synced to the CMDB. Streamline Error Management with Advanced Sorting and Filtering  Sort and filter devices by type, model, and scan time to better manage and analyze assets across both devices and error tabs.Ability to clear out stale error entriesReview and remove errors from the Errors tab, with the ability to select and clear irrelevant errors in bulk, keeping  error list up-to-date.Resolve Issues Quickly with Troubleshooting Guide LinksAccess a hyperlink to the Troubleshooting Guide directly from the error message column for faster issue resolution.Get Detailed Insights with the new Scan Message columnThis column summarizes the steps taken before failing to scan a device within the probe console, thus providing rich insights for troubleshooting.Improve Scan Accuracy with NMap Version UpgradeBenefit from enhanced OS detection capabilities with the upgraded NMap version, resulting in fewer generic error messages. Intune integration enhancements Category: IT Asset ManagementDaily Device SyncConfiguration Items (CIs) will now be synced daily to ensure they are always up-to-date, providing more accurate and timely updates to asset data.Enabling Software SyncSoftware sync is now enabled, allowing for comprehensive tracking of software installed on devices, ensuring thorough asset management.Sync Ownership Info Based on Primary UserOwnership information will now be synced based on the Primary User in Intune, rather than the Enrolled User, providing a more accurate representation of device ownership.Flexible Device Sync OptionsThe integration now supports syncing just computers, mobile devices, or both, offering flexibility to tailor the sync process for specific needs.More details here Asset activity reportingCategory: IT Asset ManagementActivities serve as a repository of all historical changes to an asset over time, providing significant value for auditing purposes. Asset activities are now available in analytics, unlocking use cases such as:Export activities across all assets for the last X months. Track specific attribute changes for an asset, such as Location, Department, and Used-By. Understand how many assets were deployed or retired over the past months. More details hereNote: Analytics can report only on the last 12 months of asset activities, so ensure this data is leveraged periodically. Automate SaaS actions with Scheduled WorkflowsCategory: IT Asset ManagementWe've introduced SaaS-based actions in Scheduled Workflows, allowing IT admins to automate processes across SaaS-based applications and users. This streamlines operations, reduces manual effort, and ensures consistent execution without the need for constant monitoring.Sample use cases:Admins can harvest licenses (de-provision users) based on SaaS app usage percentage Send email notifications to Software Users using specific apps (restricted/blacklisted apps, nearing the end-of-life apps, etc.) Reorder service categories on the support portalCategory: Freshservice for Business TeamsAdmins will now be able to configure the order in which service categories appear to requesters on the support portal. This allows admins to optimize the user experience and make employee services easily discoverable. More details here Reorder workspaces in the ticket form dropdownCategory: Freshservice for Business TeamsAdmins will now be able to change the order in which workspaces are listed on the ticket form. More details here Move business teams from primary to new workspacesCategory: Freshservice for Business TeamsWith the Workspace Organizer tool, admins can now easily copy over the configurations and move the tickets of their business teams from the primary workspace to new workspaces. Starting August 30th, 2024, this tool will be released only to accounts that had onboarded their business teams (non-IT teams) before the release of workspaces and have these teams currently functioning out of their primary workspace. More details here. Track and manage eSignature usageCategory: Freshservice for Business TeamsAdmins can now monitor eSignature usage with a dedicated report in Analytics and track usage per workspace within the Document Template setup. Each eSignature Pack includes 30 signatures for $90, with recurring billing to maintain the signature quota. All accounts receive a one-time bonus of 30 free signatures to get started.More details hereNote: This feature is available only for Pro and Enterprise customers. Curated report on Project Time EntriesCategory: Project ManagementWith an out-of-the-box curated report on project time entries, users can now keep track of the time that agents spend on a project or the total time they spend across projects. Billable and non-billable time entries can also be tracked across projects. This gives managers complete visibility of the hours logged by agents via the captured time and date details.More details here Important UpdatesNotices for new changes/upgrades/deprecation activitiesThe following changes will be made effective by Nov 5th, 2024. Ensure that you’re prepared for it.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. Please note that there is no immediate impact to your existing reports. You can continue to create and edit reports without any restrictions.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.The newly introduced field ‘Approval status updated at’ in the Analytics module will now capture accurate (real-time) timestamps of a change request whenever the approval status is updated. The existing field ‘Approved Date’ which captures the timestamp of the Change when the approval is moved to 'Awaiting Approval' status,’ will be renamed to 'Moved to Awaiting Approval On' under Analytics. In a multi-workspace account, if agents updated assets in bulk, they received an invalid workspace error. Now, agents can update assets in bulk without facing any issues. Due to a bug, ‘Ticket Forms.Service Item’ & ‘Ticket Forms.Service Category’ were introduced in Business Rules. These two fields have now been removed to avoid any confusion.  When two requesters being merged are present in multiple Freshservice accounts but not in non-Freshservice accounts in the same Freshworks organization, merging was not supported. Now, the requester merging will be allowed in such scenarios.