Important update: We have updated the release timelines of “Table view for tickets” on 02nd Mar 2022. This enhancement will be available on 03rd Mar' 22 instead of 28th Feb’22.
Note: All the features/enhancements below will be available on Blossom, Starter, Garden, and Growth plans on Feb 15th. For Estate, Pro, Forest, and Enterprise plans will be available on Feb 28th.
Enhancements:
Use Email to Integrate Monitoring Tools with Freshservice
Category: IT Operations Management
Users now have an option to receive events and alerts from monitoring tools in the form of emails in Freshservice. Freshservice will create alerts using those emails and display them on the Alerts page. To use this functionality, users will need:
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A monitoring tool that can send email alerts
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Admin rights to configure Alert Profiles
Integration of monitoring tools via email adds to the options currently available – namely pre-configured integrations and custom integration via webhooks – and simplifies alert management for users.
Note: This feature is available to customers in Pro and Enterprise plans in all data centers.
More details here.
Notify On-Call Agents using Slack
Category: IT Operations Management
On-call agents will soon be able to acknowledge, escalate, and resolve incidents directly from Slack. This enhancement is in addition to the existing channels of communication in the On-Call Management module – namely email, SMS, and phone calls.
Note: Notifications on Slack for On-Call Management will be available by the end of February 2022 to Pro and Enterprise customers in all data-centers except India.
Disable On-Call Notifications for Medium and/or Low Priority Incidents
Category: IT Operations Management
Users will soon be able to disable on-call notifications and escalations for medium and low-priority incidents using toggles. Available on the accordions for low and medium priority incidents on the Notification Rules tab, the toggles will help users ensure that their on-call team isn’t alerted for incidents that do not require immediate attention.
Note: This enhancement will be available by the end of February 2022 to Pro and Enterprise customers in all datacenters except India.
Sequential Ticketing in New Employee Onboarding
Category: Enterprise Service Management
With sequential ticketing, users can define dependencies between different child tickets of an employee onboarding request and pass information from one to the other. The dependent child tickets become available for action to the respective agents when the ticket they depend upon is resolved or closed.
This feature eliminates the need to manually check prerequisites to act upon an assigned ticket and ensures that agents have all the necessary information to resolve their tickets.
More details here.
Table View for Tickets
Category: IT Service Management
The modern user experience with the ticket table view will be available soon. The table view will encompass a robust and polished user interface. Agents can fully perceive information in fewer clicks through a customizable view & consistent visual elements. More details here.
Note: This feature will be available to all plans from 3rd March 2022
CSAT Improvements
Category: IT Service Management
To improve the customer engagements,we have eliminated the summary section for single-questionnaire CSAT surveys.
The summary section will now be visible only for multiple- questionnaire surveys.
We have also updated the following cues for multiple questionnaire surveys to enhance transparency.
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The "Proceed to summary" button instead of "Next" for the last question.
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"Back" instead of "previous" for the secondary button on the summary page
User Privilege Changes During Sandbox Sync
Category: IT Service Management
To avoid conflicts in user privileges during production account and sandbox sync, any of the following changes made on a production account while a sandbox is enabled will be copied over to the sandbox immediately:
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The permissions granted to a role
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The roles granted to an agent
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Assignment/revocation of the "Department Head"/ "Company Head" privilege to a user
Orchestration Center Updates
Category: Workflows/Automation
New apps added to Orchestration center:
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Asana - Manage Projects, Workspaces, Teams, Tasks, and Users in Asana via the workflow Automator. More details here.
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GCP Functions - Invoke operations on GCP functions using the Orchestration app in Workflow Automator. More details here.
Orchestration App Enhancements
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Azure AD - Perform actions on Administrative units using the Azure Orchestration app. More details here.