Enhancements:
Multilingual Ticket Forms: Now admins can translate custom fields for all the languages configured in their helpdesk portal. All fields and dropdown choices will be translated based on a logged-in requester’s language preference. More info here.
Permissions: Now with the “Create and edit tasks” permission, agents can now create or edit tasks on tickets not assigned to them.
Probe 4.0: We’ve revamped the probe with enhanced IP range configurations, the ability to force sync devices, user information scanned by the probe and much more. More info here.
Helpdesk Security: We've now introduced an option called "Authentication for Public URLs" where users can access public ticket URLs and approval URLs if they are logged in through the authentication method that is set for the corresponding Freshservice account (this can be password, Google, Simple SSO, SAML SSO, or Yammer) You can navigate to Admin -> Helpdesk Security to enable the Authentication for Public URLs option.
Workflow Automator: Now users can add planning details as placeholders for change emails.
Ticket List: Now agents can assign tickets to agents in other unaccessible groups.
Requester API V2: Now perform operations to convert a requester to an occasional agent using the API. Get more info here.
Workflow Automator: Now tickets attached to a workflow won't be removed while editing the workflow.
Helpdesk: Incase agents forward emails to the helpdesk, admins can now set if the sender of the initial email should be the requester or the agent forwarding the email.
Bug Fixes:
Account: Users were unable to find the option to sign in when there wasn’t any solution articles in the account. This is now fixed.
Mobile App: Users were unable to assign tickets from the mobile app. This is now fixed.
Tickets: While associating an asset to the ticket, it displayed only the hardware assets under the “All assets” filter. This is now fixed.
Approvals: The approvals were automatically cancelled if the ticket status was set to resolved. This is now fixed.