Product Updates

New Features and Enhancements Bug fixesNew Features and EnhancementsCanned responses enhancements in FreshdeskImport Canned Responses to create, update and delete them in bulk. Define metrics & derive insights into Canned Responses usage by agents.More details here. Configuring custom mail server in FreshdeskImprove the user flow of custom mail server configuration to enable a guided experience with help text and a new seamless verification flow.More details here. Track failed email deliveries in FreshdeskGet enhanced visibility over failed email deliveries sent to customers via the portal with a default filter view. Enable agents to act on undelivered ticket replies quickly.More details here.  Custom field sync in Freshdesk-Freshservice integrationWith this enhancement, you can sync custom ticket fields with default and other custom ticket fields between Freshdesk and Freshservice.More details here. Email threading enhancement in FreshdeskConfigure your own ticket threading identifier under Email settings. This way, you can avoid the wrong ticket getting appended to an existing ticket.More details here. Enhancements to Ticket Updation AutomationStay updated on customer issues with better context with this enhancement. You can set up automation rules so that new tickets will be created whenever a customer responds to resolved or closed tickets. Earlier, this was handled using web hooks and support team involvement which lead to missed context.  Large reply editorExpand the reply editor and get more real estate to reply to tickets.More details here.  Simplified Data ExportExport tickets, contacts, companies, or even granular account data in easy steps and access it anytime, from a centralized window, within Freshdesk.More details here.  ‘From email’ changes in Freshdesk Analytics exportsEarlier, Analytics scheduled exports were sent from support@freshdesk.com. From March 2023, they will be sent from noreply@freshdesk.com.Bug fixesThese were the bugs detected, and they’ve now been fixed.  Special characters were displayed as HTML code on the ticket list page.  Knowledge base articles that were created as drafts via email were no longer visible on the portal after they were published. The portal edit page and tickets list page in the customer portal displayed an error when the custom objects feature was enabled but no objects were created yet.  The automation rule to create a new ticket failed when the rule was created without a subject line, even though the subject line was not mandatory.  Customers were unable to update existing agent details once they reached the agent creation limit. There was UI breakage in the customer portal when the ‘Related Articles’ pane was empty.  The company name associated with a contact disappeared when customers tried to edit the contact.   Customers were unable to send messages with only inline attachments; the Send Message button in the reply editor was disabled when there was no text in the reply editor.  The ticket activities page did not display the tags added.  Freshdesk to Salesforce ticket sync did not work as expected. There was UI breakage when inserting canned forms; there were 4/5 lines of text present in the reply editor.  Customers faced an error when trying to save ticket forms.  Agents were logged out when they tried to access canned responses from the personal folder. Ticket replies did not get threaded as expected after customers merged two tickets.  The ticket template screen was not completely translated into Swedish.  There were image alignment issues in the solution articles.  The Print option on the ticket page printed URLs on the page over the inline images.  When creating a child ticket, the text on the parent ticket reappeared when customers tried to select all and delete.  CCs were not retained for replies from contacts that were not part of the ticket.  Customers were unable to submit ticket forms through the customer portal when there were mandatory and non-mandatory fields configured.  The article link on Feedback tickets from Japanese-translated articles was broken. 

Bug fixesBug fixes These were the bugs detected, and they’ve now been fixed. On the deals list page, “insufficient permission” is shown when a user with MPO permission tries to update the deals list view.  When clicking on the 'Overdue tasks' or 'Overdue Goals' count from the dashboard, it directs to the overall Tasks/Goals page and not to the filtered ‘Overdue Tasks’ or ‘Overdue Goals’ page.

Bug fixesBug fixesThese were the bugs detected, and they’ve now been fixed.Restrict customers from creating Freshcaller domains in same name. Supervisor does not see call barging control panel when call parking is enabled mic_permission feature was not enabled by default for new signups Caller widget opens automatically when a user opens the integrated account page For round-robin enabled calls, if the first agent ignored an incoming call, the second agent hears the ringing sound twice even after the call was attended.  All the messages are playing only in either male/female voice Redirect to contact from phone widget in Freshsales is redirecting to the total contacts page In Free plan, unable to update hangup as rule for a number when downgraded from growth Multiple tickets are getting created for a call Phone credits become 0(zero) in an existing account when wallet is created Deduct credits is giving an error as current account is not set in serializer When a user purchases a number, credits aren’t deducted from the phone credits Postpaid credits are not getting reflected in the billing page On searching call metrics with specific notes as search term, all calls in the account are listed During conference calls, network warning logs are not present for second Agent Network warning profile icon location is incorrect during parallel call  Network warning logs are not present for warm transfer in call metrics - Conference room Network warning banner is not present for subsequent unparked calls starting from second unparked call. Network warning logs are not present in the call metrics page. Marketplace & PhoneBot pages are not loading in INT region integration accounts Call Recordings are not playing in the caller pages for Freshsales customers

Growth plan now available for free for 3 users - Freshsales & Freshsales Suite We’ve opened up the Growth plan FREE for up to 3 users so you and your team can try out powerful features like sales sequences and workflows at no added cost.Learn more here: https://www.freshworks.com/crm/free-growth-signup/

Note: All the features/enhancements below will be available on Starter and Growth plans on Mar 15th 2023. For Pro and Enterprise plans will be available on Mar 29th 2023.Product version: 2023.R03L.01New Features and Enhancements Introducing Scheduled Workflows New billing experience for existing Freshservice customers Visual Cues for API V1 Deprecation Private Notes - Reply and Forward Service Request Enhancement Task Form Fields Customization Service Request approval APIs Easy Reporting on Workload Planning Fields in Analytics Improved Translations Across Modules Azure Cloud Discovery Enhancements Asset Report Enhancements    Software Report Enhancements   Improved SaaS management discovery and sync Alert Rules now support AND/OR conditions Notify On-call Agents on Microsoft Teams Reporting on Project Time Entries in Analytics Enhanced Ticket View now available for accounts enabled with Workspaces  Enhanced Requester Experience in Android/iOS app Change Management Enhancements Bug Fixes New Features and Enhancements Introducing Scheduled WorkflowsCategory: IT Service Management In addition to event-based workflows, admins can now create time-based workflows that can be scheduled to execute at a specific time of the day or week. Additionally, the workflow automator interface will now have separate tabs to access Event-based Workflows and Scheduled Workflows. Using Scheduled workflows, Automate employee onboarding/offboarding tasks based on employee join/end date - For example, Send out task reminders 2 days before an employee’s join date, Disable a user's AD account on the date of leaving. Update Asset State if it hasn’t been scanned in the last 30 days. Send out reminder notifications based on Warranty expiry dates / End of Life and other dates captured on an asset. More details here. New billing experience for existing Freshservice customersCategory: IT Service Management Existing Freshservice Account admins will be able to view and manage their subscriptions through the Unified Billing Experience (UBX) module within the Neo Admin Center.The Unified Billing Experience provides: A New Billing Page -  View and edit subscription details on the subscription page by clicking on Admin → Plans and Billing. Robust Invoice Management - Manage past and ongoing invoices centrally and download them anytime. Self-serve capabilities for offline customers - Eligible offline-mode paying customers (offline-paying customers are those who do not pay with a saved credit card online) will also be able to (a) upgrade their subscriptions, (b) update their billing and shipping addresses, and (c) download their invoices directly from the same module. For more details on the offline self-serve experience on UBX, refer to the below two articles. Unified Billing Experience for Offline Paying Customers FAQs on Offline Billing More details here.Note: Some of the existing Freshservice customers will be migrated to UBX on or before June 2023. Visual Cues for API V1 DeprecationCategory: IT Service Management Following up on the November 2022 release announcement, we have introduced tooltips in the user interface to help admins replace calls to API V1 with calls to the corresponding API V2 in the following modules. Workflow automator rules Portal customizations Custom applications using Freshservice APIs More details here. Private Notes - Reply and ForwardCategory: IT Service Management With this enhancement, agents can now reply and forward to the private notes in tickets. This will empower them to discuss the ticket or issue with other agents in their team and converse. Service Request EnhancementCategory: IT Service Management To allow seamless service desk reporting, the service catalog's dropdown and nesting field choices are now restricted to 255 characters. Task Form Fields CustomizationCategory: IT Service Management With this enhancement, admins can now customize individual task forms for ticket tasks, problem tasks, change tasks and release tasks individually. This will empower admins to configure more specific fields captured in the ITIL-aligned task forms.More info here.Note:  Reporting for this capability will be available by 31st March 2023. Service Request approval APIsCategory: IT Service Management Following are the service requests approval APIs that will be supported. Create Service Request Approval Fetch Service Request Approvals Cancel Service Request Approvals Send Reminder Service Request Approvals More info here. Easy Reporting on Workload Planning Fields in AnalyticsCategory: IT Service ManagementWorkload planning fields such as start date, end date and planned effort will now be available in Analytics and can be leveraged to build reports when the Workload Management module is enabled in an account. These fields can be used in group-by and filter views and can be added to the underlying data.With this enhancement, for Tickets, Tasks and Problems modules, planned start date, planned end date and planned effort fields will be available whereas for Changes and Releases modules, the planned effort field will be additionally available.Note: This feature will be available by the first week of April. Improved Translations Across ModulesCategory: IT Service Management We have enhanced translations for the following languages: German Swedish Spanish Spanish Latam Portuguese Brazilian Arabic Hungarian Catalan Norwegian Indonesian  Azure Cloud Discovery EnhancementsCategory: IT Asset Management Introducing new asset types for Azure cloud to discover and manage the relationships between each of these assets with their respective components. Azure Resource Group Azure Key Vault  Azure Subscription  Azure Application Gateway  More details here. Asset Report Enhancements   Category: IT Asset Management Asset managers can now track and identify the agent groups that are responsible for managing a specific asset by curating reports using the “Managed by group” field in analytics. Software Report Enhancements  Category: IT Asset Management   Users can now curate reports that involve two levels of association in the software module. Generate reports based on the associated fields for software metrics such as Installed Machine, Used by, and Managed by.   For instance, Create reports that track software usage across different departments with access to the Department name attribute - “Software → Installed Machine → Department Name.” Improved SaaS management discovery and syncCategory: IT Asset ManagementWith our latest update to SaaS management, the discovery and sync process is now enhanced for the following integrations: Dropbox, Slack, Smartsheet, and OneLogin.Here’s how the sync process is improved: Better visibility with sync statuses Background sync status refresh  Improved API rate limit optimization Improved User Deletion Sync (Except Smartsheet) Download a detailed error report after sync More details here.Note: This will be available in the first week of April 2023.Alert Rules now support AND/OR conditionsCategory: IT Operations ManagementUsers can now use OR function in addition to the existing AND function to create highly specific Alert Rules.  Notify On-call Agents on Microsoft TeamsCategory: IT Operations ManagementUsers can now notify on-call agents on Microsoft Teams. On-call agents will be able to view basic details about an incident, acknowledge, escalate, or mark it as resolved, and even add a private note – all from within Microsoft Teams. Reporting on Project Time Entries in AnalyticsCategory: Project ManagementWith a new module ‘Time Entries’ in Project Analytics, managers can easily report on metrics like total time spent on a project or total time spent by a user across projects. Billable and non-billable time entries can also be viewed across projects.Additionally, managers will have complete visibility of business and non-business hours logged with time entries capturing both date and time details. More details here. Enhanced Ticket View now available for accounts enabled with Workspaces Category: Freshservice for Business TeamsThe enhanced ticket view is now available for accounts that were created after December 12th, 2022. This view would replace the classic view in 30 days.More details here. Enhanced Requester Experience in Android/iOS appCategory: Mobile AppExperience an enhanced requester’s experience in the mobile app that will make navigation super easy to navigate to the requester’s profile and view their details, tickets raised by them, and associated assets.Requesters can seamlessly report an incident and track the updates on the reported incident.Note: This enhancement will be available before the end of March 2023 and requires app updation. With this release, we will only support iOS versions 13.0 and above. Users with a lower version of the OS on their iPhones, will not be able to update to this version (They can continue to use the older versions of the app).   Change Management EnhancementsCategory: Mobile AppWith this release, we have made some enhancements in the forms for a change - While filling a form for a change via the mobile app, if a content field is configured in the settings, then the user will be able to view the content in the form.  If a form has a dropdown field and is configured to get data from the source when a user is filling this form via the mobile app, they will be presented with an option to search for the input for this field, thereby making it intuitive to use. This is applicable to both single-select and multi-select dropdown fields. Note: This enhancement will be available before the end of March 2023 and requires app updation. With this release, we will only support iOS versions 13.0 and above. Users with a lower version of the OS on their iPhones, will not be able to update to this version (They can continue to use the older versions of the app). Bug FixesThese were the product defects detected, and they’ve now been fixed. Tasks added by workflow automators were displayed incorrectly in Analytics. Asset Inventory could not be opened by Swedish users. Assets associated with Incidents and Changes were not saved when a form template was applied post association. Agent audit logs for login from app, preference and time format changes were shown as blank in UI. Agent assignment through round robin was not captured in ticket activities.

With network error warning message, receive a warning message whenever the call quality is poor. You also have the option to snooze the notification. Plus, get additional analytics on call quality to understand why and when the issue happened.  Learn more. 

New Features and Enhancements Free Growth Plan for 3 users Up to 3 users can experience powerful capabilities like workflows, sales sequences, custom reports, and more, offered on the Growth plan for free.  eSignature in CPQ CPQ add-on now has the eSign capability powered by Dropbox Sign at zero additional cost. Customize the signature order for quotes to make sure that all parties sign in the preferred order. Add frequent signatories to your documents so your sales team need not add them again. Never miss a signature again by keeping track of each signatory's status. Keep track of each document's activity history.  UI Enhancements for Web Forms Classic forms is now Web Forms. UI components have been realigned and grouped as sections for easy and smooth configuration of forms. Bugs:Some users reported that the tag color change in the list page gets reflected only after refresh. This has been fixed.

New Features and Enhancements Webforms UI EnhancementsWeb Forms got a makeover. The existing UI components were realigned and grouped for a better user experience. This will also help scale the current UI when other Web Form enhancements like File Upload, Account Creation, Captcha, etc., come into effect.  Bug fixes:Email Campaigns: A few users reported that the “Upload html” button is replacing previously uploaded html content in some browser versions. This issue has been fixedWhatsapp Campaigns: A few users reported that when a Whatsapp template is edited in Facebook Business Manager, it is not being auto-synced with Freshmarketer. This issue has been fixed.Web Forms: Some users reported that the Contacts list is getting overridden when a contact is submitted through the web form. This issue is now fixed.

Perform bulk actions to manage canned responses, and measure the quality and effectiveness effortlessly. With this update, you can: Create multiple new responses and update the existing ones in bulk with ease Manage who gets the privilege to export/import these responses - be able to grant and remove access Track and define metrics to measure the usage of canned responses per your business needs Set permissions to view/share insights with necessary stakeholders, such as other admins, quality coaches, content writers, and even agents  Click here to learn more.

Bug fixesBug fixesThese were the bugs detected, and they’ve now been fixed. “Recap email pending” was displayed instead of Touchpoints name in Touchpoints Summary email. My dashboard and Account list page were having a space issue.

 New Features and Enhancements Bug fixesNew Features and EnhancementsFreshdesk Telephony Partner Extension with RingCentralIntegrate your RingCentral account with Freshdesk. Manage your phone support operations within Freshdesk's agent-friendly UI to extend your omnichannel capabilities.More details here. Manage agent load with skill-based routing in FreshdeskPowered by Omniroute, this routing method allows you to manage agent load and set the assignment preference for tickets.More details here. Secure ticket attachments in FreshdeskRestrict specific file types while sending and receiving ticket responses and eliminate threats from harmful files.More details here. Avoid missing tickets with an enhanced ticket list viewAgents can adjust the number of tickets displayed on each page to 30, 50, and 100. This selection is local to an agent and the preference gets reset upon session reset.More details here. Retain context with sticky ticket subject lineThe ticket subject line stays visible even when an agent or a customer scroll through a long conversation, thereby retaining the context.More details here.Bug fixesThese were the bugs detected, and they’ve now been fixed.  Customers were unable to associate forms to the help widget when they configured a custom dropdown field in the ticket form.  The auto-populated email address in the ‘To’ field was incorrect when agents responded to a forwarded thread. The ‘Show quoted text’ option did not work for forwarded threads created via automation. A broken image was shown when customers tried to save the PDF of an article in the customer portal using the ‘Print’ option.  There were a few translation errors for the French language in the customer portal.  Customers were unable to download themes if the portal was disabled.  Customers were unable to load Freshdesk from their Shopify accounts.

New Features and Enhancements Bug fixesNew Features and Enhancements Forward calls to an external numberAdd an external phone number to the existing call queues and IVRs. With this, businesses can forward incoming calls to an external number. More details are here.  Bug fixesThese were the bugs detected, and they’ve now been fixed.  For text-to-speech messages, all the messages were playing in either male or female voice regardless of the settings. On Call | Signup failure | When first_landing_page or first_landing_url has un-encoded characters. Marketplace & PhoneBot pages were not loading in INT region integration accounts. Call Recordings were not playing in CRM Caller Pages. Selectable features were not added to the CRM enterprise plan sign-up. Network Warning - profile icon was not disappearing after 5 secs. Network Warning - for the conference call, network logs were not available for 2nd Agent. The network warning banner was not present for subsequent unparked calls after 2nd unparked call.  Network warning logs were not present for Warm Transfer in call metrics - Conference room. When users clicked on “Buy number,” previously bought numbers were displayed instead of an option to purchase a new number. Users were unable to Purchase Phone Credits if the provider is disabled. Opening caller pages in CRM - call log export and call lifecycle export emails contained link to CRM/phone/dashboard. Users were not redirected to crm url page since phone dashboard has moved within CRM dashboard. User/Supervisor will be able to navigate to call logs from the live dashboard by clicking on call counts. Real-time updates were not happening in the live dashboard if the caller_pages_in_crm feature is enabled. caller profile settings is getting displayed under user profile section on caller pages. Profile Settings - Agent extension was not allowed to save '0090' [009 series].  The 'Admin Settings' Navigation option was missing in the Call Metrics Page.  

Note: All the features/enhancements below will be available on Starter and Growth plans on Feb 15th 2023. For Pro and Enterprise plans will be available on Feb 28th 2023.Product version: 2023.R02L.01New Features and Enhancements Bring better ticket context into collaboration tools with Servicebot Microsoft Teams update for Servicebot with upgraded APIs Enable requesters to use Servicebot across plans Improved Natural Language Understanding Algorithm for Virtual Agent No Code Portal now available across all plans Classic ticket view to be deprecated on February 28th, 2023 User Experience changes to the Ticket view page Assignee Group in Task Card Without Expansion Project Kanban Board - Card Customization Filter Assets based on Discovery Enabled/ Disabled states Web request Node - Whitelisting new IPs to access private endpoints Improved SaaS management sync and discovery Enhancements to Service Health Monitoring Time delay while creating incidents using Alert Rules Clone shifts in On-Call Management Attachment Whitelisting in Android & iOS App Task Custom Fields and OLA for Mobile App Bug Fixes New Features and Enhancements Bring better ticket context into collaboration tools with ServicebotCategory: IT Service ManagementMinimize app hopping by enabling everything your agents and approvers need to manage and respond to tickets on collaboration tools. With the latest enhancements to Servicebot, bring better context for tickets and a set of service requests into Slack and Microsoft Teams to: Manage approvals with context from other approvers Quickly view the latest conversations attached to the ticket More details here. Microsoft Teams update for Servicebot with upgraded APIsCategory: IT Service ManagementWith the latest update to Microsoft Teams integration, Servicebot is now enhanced with the following features: Auto installation of Servicebot for your complete workforce  Manage approvals and ticket conversations with better context More details here. Enable requesters to use Servicebot across plansCategory: IT Service ManagementEnable your employees to raise tickets and get instant ticket/approval notifications right within their collaboration apps. With the latest enhancement to Servicebot, requester actions are no longer restricted to the Enterprise plan. Requesters across plans can now use Servicebot on Slack and Microsoft Teams to: Create tickets about their issues Approve and reject tickets Get notified instantly about approval and ticket lifecycle updates Add replies and comments on tickets/approvals  More details here. Improved Natural Language Understanding Algorithm for Virtual AgentCategory: IT Service ManagementWith the recent update to the Virtual agent algorithm, the bot can detect intent in users’ queries. Virtual agent can now better understand what users want when they ask a question, resulting in more accurate responses. Improvements have been made for a more accurate intent classification for queries that are small talk, static actions, or when they need a solution article for resolution. No Code Portal now available across all plansCategory: IT Service ManagementThe portal designer is now available for all customers on Growth, Pro, and Enterprise plans who signed up before November 18th, 2022. The no-code portal will be available to you with a “Try now” experience to preserve your current customizations. Your current customizations will be preserved until you publish changes using the new designer.More details here. Classic Ticket view to be deprecated on February 28th, 2023Category: IT Service ManagementTo enable the best ticketing experience for you, we have redesigned the tickets view to a more modern and scalable experience. We will continue to build on top of this new experience, and we want to ensure that you get these enhancements promptly.Therefore, starting February 28th, 2023 the redesigned experience will be enabled by default. You will no longer be able to switch back to the older version. More details here.Note: This is only applicable for accounts created before December 12th, 2022 and do not have Freshplugs and old-gen project management enabled. User Experience changes to the Ticket view pageCategory: IT Service ManagementBased on your feedback, we have improved user experience on the ticket view page as follows: The side pane is now moved to the top to view more ticket property fields on the screen. Removed excess white space for screens larger than 1920 resolution. Note: This will be available from February 15th, 2023.  Assignee Group in Task Card Without ExpansionCategory: IT Service ManagementAgents can now easily find the group to which tasks are assigned in the ticket/problem/change/release pages under “Tasks Tab” without expanding the Tasks details page. With this enhancement, agents can see the group details upfront on the task card. This is available in the task card on ticket, problem, change, and release details page. Project Kanban Board - Card CustomizationCategory: Project ManagementProject admins or Account admins can now define and choose the information that will be displayed on the cards in the ‘All Project Tasks’ and ‘Project Tasks’ boards. The default card  (visible to all users) can be configured independently for each board. Additionally, owners of ‘saved filters’ are also allowed to customize the card within their saved view, which will be accessible to other viewers of the saved filter. Other than two default fields (Title & Assignee), four more fields can be added to the card out of the total fields (including custom fields) available in a Project.This enhancement gives users access to all relevant information at a glance so they can be informed & take all necessary decisions seamlessly. Filter Assets based on Discovery Enabled/ Disabled statesCategory: IT Asset ManagementAdmins can now quickly access and track the assets that have been discovered via the agent and probe in the enabled/disabled state. With this filter, admins can: Measure the number of managed assets in their asset inventory. Ensure that the particular asset is updated by Discovery Probe/ Agent. Track the list of assets that are stolen, decommissioned, and no longer in use.  Web request Node - Whitelisting new IPs to access private endpointsCategory: IT Asset ManagementTo improve the performance and reduce unauthorized access, whitelist the following IPs to access private endpoints via Web request nodes in workflows. More details here. Improved SaaS management sync and discoveryCategory: IT Asset ManagementWith our latest update to SaaS management integrations, the discovery and sync process is now enhanced for the following apps: Box, Zoom, and DocuSign. Here’s how the sync process is improved: Better visibility with sync statuses Background sync status refresh  Improved API rate limit optimization Improved User Deletion Sync Download a detailed error report after sync More details here. Enhancements to Service Health MonitoringCategory: IT Operations ManagementUsers can now do more with Service Health Monitoring with the following enhancements: Purging of Potential Candidates: Potential and dismissed services older than 30 days  will automatically be deleted and moved to trash. A scheduled job will run every Sunday to remove these services from the system.  Edit the health status of Service: Users can now edit the Services Health Field using an acceptable list of values from: IT Operations Management > Services  Create /Edit Page Service List Page  Inventory > Services >Health  Add existing monitoring tool from Services console: Users can now bypass multiple steps for adding an existing monitoring tool to a service with just the click of a button instead. Actions on Services from Assets page: Users can now perform the bulk updates on the Inventory page for CI-type Services. They can change the Asset type from Services to another CI type. They can also delete services from the asset detail page, which was not allowed earlier.  Time delay while creating incidents using Alert RulesCategory: IT Operations ManagementUsers can now add a delay of up to 15 mins before creating an incident using an alert rule. This will help reduce noise generated by flapping alerts and one-time alert spikes.More details here. Clone shifts in On-Call ManagementCategory: IT Operations ManagementUsers can now save time and effort in shift creation by cloning an existing shift to create a new shift. They can access the functionality from the on-call schedule page.  Attachment Whitelisting in Android & iOS AppCategory: Mobile AppWith this enhancement, if the attachment whitelisting option is enabled in admin settings, the mobile app will honor it and restrict file uploading to only the specified file formats. This impacts Ticket management, Change management, and Service Catalog.Note: This enhancement will be available before the end of February 2023 and requires app updation. Task Custom Fields and OLA for Mobile AppCategory: Mobile AppThe Freshservice mobile app (Android & iOS) will now support the custom fields configured across Ticket, Problem, Change, and Release Tasks. The app will also honor the OLA policies set during Task creation and editing.Note: This enhancement will be available before the end of February 2023 and requires app updation. Bug FixesThese were the product defects detected, and they’ve now been fixed. While previewing the service catalog item, the item moved to draft state without any preemptive notification (popup message). In the dashboard, bar chart widgets keep on loading if one of the filter values has a backslash in it. When unassigned was selected in the Agent dropdown in Work Calendar, the data was not getting plotted on the calendar.  In the change calendar, when filters were applied, the data was not updated accordingly. In a multi-workspace account, workload filters were not appearing to users with "View Changes" privilege.  Admins were unable to add users to the default work schedule. 

Collaborate with multiple stakeholders to resolve complex issues faster TRY THE THREADS PROTOTYPE NOW! Threads allow agents to have focused discussions on a specific topic inside the ticket without polluting the conversation pane. It enables agents to find specific questions, answers, and replies from fellow agents to solve complex issues.  Agents can initiate the following threads to collaborate with fellow agents/stakeholders within the ticket: Private Threads to collaborate on Private Notes, Public Notes, and agent or customer responses.  Forward Threads on ticket forwards and keep track of subsequent replies.  Discussion Threads to collaborate on a specific ticket in a chat-like interface to resolve issues faster. (Discussion Threads will be visible in the new ‘Threads’ panel and not on the ticket screen)  Threads will be available in your accounts in the coming weeks. But, before we roll out, we want YOU to take a look, play around with the feature, share your inputs & feedback on what can be better in the following updates, and let us know what you liked best.TRY THE PROTOTYPE NOW!

New Features and Enhancements Account Activity Timeline Users can get a historical list of all activities and events that occurred on an account, filter events, and view the events of related deals on the account activity timeline. Metrics and Audit for Workflows Evaluate workflow performance to understand how workflows help boost team productivity. Bugs: Some users  reported issues with logging into their account after moving the account to a different org. This has been fixed. Some users reported issues with downloading and uploading the files in the C/A/D module where the file is converted to zip format when uploaded. This has been fixed. Some users reported that workflows are not triggered for the updates made through a web form. This has been fixed.

New Features and Enhancements Shopify historical syncFreshmarketer for Shopify users can now sync all historical data from Shopify to contextually engage with customers.What can you do with it? Segment customers based on previous purchases and send promotional offers Send out reminder emails for frequent purchases Segment customers and bucket them based on previous purchases Bug fixes:Revenue attribution report: A few users reported missing data in the revenue attribution report. This issue is now fixed.Segments: Some users reported contacts are not getting segmented in the dropped condition under Journey events. This issue has been fixed.Web forms: A few users reported that forms are not loading after changing the url and clicking the "load form" button. This issue is now fixed.

*Available on Pro and Enterprise plans*Plan and visualize work assigned across tickets, problems, changes, releases, tasks and projects in a single location, balance workload, and optimize your teams' productivity - all within Freshservice!How does Freshservice Workload Management help users?️Provides full visibility of the work assigned, enabling better planning and prioritization️Helps manage the assignment of unassigned work️Assists in monitoring workload and ensuring timely completion of work️Allows supervisors to balance their team’s workload and prevent burnout️Improves overall team efficiencyNote:This feature will go LIVE as per the below schedule:For new sign-ups: 18th Jan 2023 For existing customers: 31st Jan 2023For more information, refer to the Solution Articles

New Features and Enhancements Bug fixesAll features mentioned below are available to customers as of Dec 15, 2022. New Features and Enhancements New offerings from Freshworks Professional Services Freshworks Professional Services team has recently launched four new offerings, namely: Managed Services, Health Assessment, Admin Coaching & Orchestration packages.More details here. Bug fixes These were the bugs detected, and they’ve now been fixed. There were data syncing issues with the latest Touchpoint/email date. The Alert playbook document link was getting appended with the Freshdesk Customer Success account URL. The NPS template and dashboard did not load. Contacts added in accounts were not listed in Touchpoint add participants dropdown.  The survey was not displayed immediately in active tab after it was marked as Pause in the Survey list page. The Task group dropdown option was not displayed while editing the page in Alert playbook. An irrelevant toaster message was displayed when customers clicked ‘Enter’ after searching the custom fields. Empty and null case issue was observed in custom fields in Contacts and Users. Cheers!

New Features and Enhancements Bug fixesAll features mentioned below are available to customers as of Dec 15, 2022.New Features and Enhancements New offerings from Freshworks Professional Services Freshworks Professional Services team has recently launched four new offerings, namely: Managed Services, Health Assessment, Admin Coaching & Orchestration packages.More details here. Bug fixes These were the bugs detected, and they’ve now been fixed. Warm transfer failed for calls connected from callback queue. Notification was not displayed in the UI when more than 5 calls rang at a time for an agent. Call parking failed for a few scenarios. There was scrollbar flicker issue in the agent status dashboard. Data import job was stuck in loading state when the contact name had emojis. Calling cards for 2021 plans were not added for some countries. While navigating to call metrics page relevant to company, search results got removed due to pagination. The API key was not available in profile settings. The widget displayed "Account suspended" message for new signups. Cheers!

New Features and Enhancements Bug fixesAll features mentioned below are available to customers as on Dec 15, 2022.New Features and Enhancements Conversation Switch in FreshchatEmpower agents contextually by letting them view historical conversations of a contact in the conversation pane without switching a single tab.More details here. Improved conversations widget for FreshchatYou can now access major self-service features, set up multiple widget instances, and more on the conversations widget. It supports all Freshchat use cases, making it the only widget you'll ever need!More details here.Freshchat - Gupshup SMS integrationConnect your Gupshup account with Freshchat and target outbound SMS campaigns based on the customer journey.More details here. Channel-specific bot builder in FreshchatTailor your bots before deploying them on a specific channel. This way, you can choose the elements supported in a channel where the bot is being deployed.More details here. Freshchat Response SLASet SLA targets for the first response and every response in Freshchat. You can also set up different response SLAs for multiple scenarios.More details here. Send notifications to multiple iOS apps in FreshchatFreshchat now supports p8-key authentication for sending mobile push notifications to Apple devices. A single key can authenticate any number of apps managed by businesses.More details here. Localization for Bots in FreshchatFurther localize your bot features like the title, subtitle, Answers feedback, quick actions, and more. Manage all added languages from a single page and use these languages across modules without having to add a new language at every module.More details here. New offerings from Freshworks Professional Services Freshworks Professional Services team has recently launched four new offerings, namely: Managed Services, Health Assessment, Admin Coaching & Orchestration packages.More details here. Bug fixes These were the bugs detected, and they’ve now been fixed. The translation file for multilingual for dialogs with rich media type did not translate the URL. Cheers!

New Features and Enhancements Bug fixesAll features mentioned below are available to customers as on Dec 15, 2022.New Features and Enhancements Freshdesk Custom Objects is now on the Pro planWith this update, if you are on the Pro plan, you can use Custom Objects to capture all the relevant information from the get-go and have your agents solve customer issues contextually.More details here. Advanced privileges for ticket list view and scenario automation in FreshdeskHave more control to manage access privileges for ticket list views and scenario automation and decide how your agents can create, view, and share them.More details here. Merge ticket enhancements in FreshdeskAgents can merge tickets with association types (parent/child/related), and set up smart automation rules to ignore faulty CSATs getting triggered on merged tickets.More details here.  New offerings from Freshworks Professional Services Freshworks Professional Services team has recently launched four new offerings, namely: Managed Services, Health Assessment, Admin Coaching & Orchestration packages.More details here. Bug fixes These were the bugs detected, and they’ve now been fixed. Audio files were not working on the ticket details page. The delete dialog box didn’t close when customers clicked on ‘Delete’ on the ticket summary page. Freshsales form didn’t load on the ticket details page for a few customers. The customer portal displayed an error when customers added a custom CSS in portal customization. The date picker on customer portal did not display the selected date. An error was displayed when emails were removed from a contact associated with multiple emails. Customers were unable to integrate their Freshchat account to Freshdesk. An error was thrown when customers tried to set up an automation rule with agent status ‘out of office.’  The order of fields was changed when it was copied from one section to another. All tickets were exported when customers applied a filter and tried to export the filtered tickets. Agents were able to see the ‘Load more’ option on the contact details page even if there were only one or two activities. The primary ticket didn’t get updated when customers tried to merge two tickets. Email IDs added in CC during ticket creation did not show up after the ticket was created. No error was shown when a ticket with an existing association was linked with another parent ticket. The Reports tab was not visible for a few customers. The company field did not sync as expected between Freshdesk and Freshservice. An error was displayed when an attachment with any extension was added to a ticket. Customers were unable to view archived tickets using the Search tab. The article modifier name was displayed on the portal even after customers disabled the ‘Display autor name on this portal’ option. Ticket list views with the option ‘Agents is Me’ did not show up on the custom widget dashboard for a few customers. Cheers!

Important update: We have updated the release timelines of “Updated Google and Office 365 Calendar Integrations” on 31st Jan 2023. This enhancement will be available by 03rd Feb 2023.Note: All the features/enhancements below will be available on Starter and Growth plans on Jan 18th 2023. For Pro and Enterprise plans will be available on Jan 31st 2023.Product version: 2023.R01L.01New Features and Enhancements Freshservice for Business Teams - New signups  Easy Workload Management for Agents, Project-only users & their Managers Seamless Access to Tasks and Calendar TCPR and Task views under Work Calendar  Updated Google and Office 365 Calendar Integrations  Filtering Emails by Domain Advanced Filtering Capability in Tickets Easy Reporting on Service Request Fields Seamless Reporting on Select User & Group Properties New Ready to Use Curated Reports Enhanced Ticket Module in Android & iOS app Grouping of Alerts via Email now Customizable Adding Health Field for Assets  Asset Association Enhancements Export Asset Activities Error Report for SaaS Applications Sync On-call Notifications Re-triggered on Reopening of Incident AWS Cloud Discovery Enhancements Cloud Catalog Enhancements  New Features and Enhancements Freshservice for Business Teams - New signups Category: Enterprise service management With Freshservice for Business Teams, you can deliver easy, consistent and delightful employee services across the organization. It helps extend IT service management to all teams on one platform, allows control and visibility for the unique needs of departments and unifies employee service management. Key capabilities offered by Freshservice for Business Teams:  Ability to create department-specific workspaces where members of one team can work together to manage employee requests without compromising on security Pre-built departmental templates for IT, HR, Facilities, Finance, and Legal that help set up dedicated workspaces and go live faster Note: These features are available only for new accounts created after the 12th of December 2022, all accounts created before that will be migrated starting Q2 2023. More details here. Easy Workload Management for Agents, Project-only users & their ManagersCategory: IT Service ManagementAgents and Project-only users will now be able to plan and visualize all the work assigned to them in one location. Managers will have the ability to visualize the workload of their team, plan incoming work better, and balance the workload of overworked team members and improve the team’s productivity. This feature will be available for Pro and Enterprise plan customers and can be enabled from Admin > Project and Workload Management > Workload Management. More details here.  Seamless Access to Tasks and CalendarCategory: IT Service ManagementAgents will now be able to access their tasks and calendar by clicking on the “My work” tab on the top-navigation bar.  TCPR and Task views under Work Calendar Category: IT Service ManagementExisting task and change calendars have now been grouped together under “Work Calendar” which can be accessed easily by clicking on the "My Work" tab in the top navigation bar. In addition to tasks and changes, agents will now be able to visualize tickets, problems, and releases in the work calendar. More details here. Updated Google and Office 365 Calendar Integrations Category: IT Service ManagementPro and Enterprise customers will now be able to enable sync for tickets, problems, changes, releases, and project tasks to their agents’ google and Office365 calendars. Tickets and Problems can only be synced using their planned dates and require the workload management module to be turned ON. Important update: We have updated the release timelines of “Updated Google and Office 365 Calendar Integrations” on 31st Jan 2023. This enhancement will be available by 03rd Feb 2023. Filtering Emails by DomainCategory: IT Service ManagementAgents can now filter emails in Reply editors on the basis of domains. They can add this filter on multiple domains. This will save agents time if you have multiple domains or users.  Advanced Filtering Capability in TicketsCategory: IT Service ManagementAgents can now use the enhanced filtering capabilities in the Ticket List view using date and checkbox fields, supporting filtering on “Tickets I'm watching” view, and better visibility on applied filters. Support Custom checkbox in filter Support Custom date field in filter Allowing to filter by more than 3 requesters Support Filters for "Tickets I'm watching" view   Easy Reporting on Service Request FieldsCategory: IT Service ManagementTicket “Type” is no longer needed to be specified in filters while building reports on service items in Analytics. Users can easily choose fields under all ticket types for creating reports. This enhancement reduces the number of steps required to set a filter & thus makes the report building experience even more easy & simple.Note: This feature was released on Dec 6th, 2022. Seamless Reporting on Select User & Group PropertiesCategory: IT Service ManagementUsers can now easily report on certain user & group properties. This will no longer need individual User Reports & Group Reports permissions. More details here.Note: This feature was released on Dec 26th, 2022. New Ready to Use Curated ReportsCategory: IT Service ManagementAgents can now easily view critical metrics and performance parameters with the new set of  ready-to-use reports without the hassle of creating new reports from scratch. Our revamped curated reports are pre-configured to help you track industry standard metrics on the go.Here is the list of new curated reports: Service Desk Overview Employee Satisfaction Agent Performance Ticket Lifecycle Service Desk Trends Overview of Problems Overview of Changes Overview of Releases Overview of Inventory Overview of Software Overview of Contracts Overview of Purchase Orders Overview of Alerts Overview of Orchestration Transactions Note: This feature is available only for customers who have accounts created on or after Dec 26th, 2022. This feature will be rolled out to existing customers shortly. Enhanced Ticket Module in Android & iOS appCategory: Mobile AppiOS & AndroidWith this enhancement, agents will get an intuitive Ticket Management interface that will help them be more productive on the go. Ability to access requester info from the tickets list page Improved the expand/collapse flow on the ticket conversation Actions button in the ticket detail is made more accessible Made the scroll seamless on the tickets details page Note: This enhancement will be available before the end of January 2023 and requires app updation. Grouping of Alerts via Email now CustomizableCategory: IT Operations ManagementUsers now have the option of changing the aggregation criteria of alerts received via emails. By default, alerts received through email are grouped based on the email subject. But now users can parse email alerts using Regex and choose to aggregate them based on email subject, resource, metric name, node, or message. A maximum of 2 fields can be chosen at a time.More details here. Adding Health Field for Assets Category: IT Asset Management Users in the Growth plan using Assets of type Services can now view a new field – Health – used to indicate the status of a service. The status could either be ‘Operational’ or ‘Needs Attention’ with the default status set to ‘Operational’. However, users under the Growth plan do not need to take any action. This field is related to Service Health Monitoring available to customers under the Pro and Enterprise Plans. Asset Association EnhancementsCategory: IT Asset Management Impart more context to agents when associating an asset to Incidents, Changes, Problems, Releases and Contracts by customizing the asset property columns.  Export Asset ActivitiesCategory: IT Asset Management Asset activities can be hard to manage due to the number of changes that an asset undergoes during its lifecycle. Admins can now export all the activities for an asset in CSV format and apply search and filters to manage these activities better. Error Report for SaaS Applications SyncCategory: IT Asset Management Download a detailed error report during sync for your SaaS applications. This will be available for Azure AD, Microsoft 365, and Okta integrations.Note: This will be available in the first week of February,2023 On-call Notifications Re-triggered on Reopening of IncidentCategory: IT Operations Management On-call agents can now rest assured that if an incident re-opens, the associated on-call notifications will be re-triggered. In this manner, no incident will remain unnoticed. AWS Cloud Discovery EnhancementsCategory: IT Operations ManagementIntroducing new default asset type fields AWS Key pair and S3 Buckets to discover and manage AWS Key pair and S3 Buckets assets discovered by the AWS Cloud discovery app. AWS Key pairCloud -> Key Pair -> AWS Key Pair S3 Buckets Cloud -> Object Storage -> AWS S3 BucketCloud Catalog EnhancementsCategory: IT Asset Management Admins can now instantly delete AWS and Azure disks with a single request using the following service catalog items and workflows. Delete Azure Disk Delete AWS Disk

New Features and Enhancements Colored Tags - Choose colors for record tags from the list of tags available by default. Outbound Sequence - Execute steps (email, call, SMS, and task) in the exact sequence you want with time delays. Sales users and managers can create an automated engagement cadence with prospects across different channels.   Bugs:Some users reported that the date picker option is not displayed as expected while using the date picker field.

  With this update, Custom Objects will be available from the Pro/Estate (standalone & omnichannel) plans for businesses to capture all the relevant information right from the get-go, and have agents get down to solving customer issues contextually. Read more here.

It's time to upgrade to Service Oriented Operations with Service Health Monitoring – now generally available. Discover the ‘what’ of a service to decode ‘how’ to fix it best, to provide high quality services to your end users. Explore functionalities including:Relationships: Map all assets powering a service Associations: Check the top five alerts and incidents associated with the service. Alert configurations: Access the monitoring tools generating the alerts that define the state of the service Activities: Get a timeline view of the progression of events related to the service On-call details: Check the on-call agent group associated with the service Potential services: Suggestions made by the tool after evaluating alerts Service Map: A visual representation of interdependent servicesMeet and exceed service level agreements with ease. Learn More