Enhancements:
Thank you detector: The Thank You Detector, powered by Freddy, our AI buddy, can intuitively detect when your end-users respond with a ‘Thank You’ and can keep resolved or closed tickets at bay or from re-opening. This can be set up using the workflow automator. More info here.
Approval Request: While requesting approvals for a change or a service request, users can now choose the option called “First Responder” where the request will be immediately approved/rejected based on the first approver’s action alone.
Change Types: We’ve added four new additional change types in Freshservice. Navigate to Admin -> Form Fields -> Change Fields and scroll down to the change type to enable/ disable or change the names for the following change types.
SLA policies: Now users can escalate a ticket to the reporting manager right away.
Workflow Automator: Now HTML code editor is supported for “Send Emails” option in the action node for all modules.
Bug fixes:
Tickets: While performing bulk actions on a ticket, the reply was added twice to the ticket. This is now fixed.
Change Template: When a custom field was set to mandatory, it threw an error that the field was required while creating the change template. This is now fixed.