Freshservice Release Notes - June 2022

Nice but one small change I’ve been asking for for a long time is the ability to show the list of ticket views in alphabetical order.  Now they are just in apparently random order, it would be much better for agents if the list of ticket views were sorted in order.

Another round of great updates. Look forward to any enhancement with Analytics. And the addition of New-Gen project management APIs is a big win as well!!! Keep them coming.

Take care!

Or even be able to provide a ticket queue to any group as an administrator! Right now you can only provide ticket list views to groups that you are apart of. Even myself as the site administrator can’t create a ticket view for dedicated groups that would be the “normal” view for them unless I am apart of every group at which point I then have to also be apart of all the automations, group workflows, etc.

Thanks for these updates.  It is good to see continued development in the maturity of the product.  It would be great to be able to sort the ticket list by the column header.

Cheers.

Fantastic enhancements! Keep them coming in.

Although it would be amazing to be able to reply to customers on Changes and Problems, the same way you do on tickets. This just makes for a much better user experience for all parties and can save the extra admin. 

We have added an option to star commonly used views in the ticket list so that the agent doesn't have to search for views.

 @aseemaishwarya would love to understand the use-case for sorting.

This is part of our roadmap. We are exploring the pre-requisities for implementing this, post which we should have a clear idea on timelines.

cc @aseemaishwarya 

@mpanayides you can try using notes with ‘at mentioning’.

Fantastic enhancements! Keep them coming in.

Although it would be amazing to be able to reply to customers on Changes and Problems, the same way you do on tickets. This just makes for a much better user experience for all parties and can save the extra admin. 

 

@mpanayidesyou can try using notes with ‘at mentioning’.

 

Hi @Vishal Nema,

Notes is just not clean or a nice way of communicating with our external customers. They work best for private messages.

Having a reply feature like tickets is smooth. Being able to search for a customers email address in the To: field instead of manually typing them in every single time you want to communicate to more than 1 person is onerous. 

Example

for the next update..Could one consideration be a 30 day hold state, and just like warranty emails and auto genersated tickets, get one based on that 30 day hold ending? 

We and many other companies use this as a hold period just after upgrading or replacing a PC, but before wiping it.

Not just a state added but also a option to allow for triggering workflow.

the workaround currently is setting up a custom state, workflow to email the user notifying to let us know if anything is missing before then, api to gcal to create an event, that event has a notification that emails the address for our IT desk ticket generation.

The API for this is not stable enough to work everytime.

Fantastic enhancements! Keep them coming in.

Although it would be amazing to be able to reply to customers on Changes and Problems, the same way you do on tickets. This just makes for a much better user experience for all parties and can save the extra admin. 

 

@mpanayidesyou can try using notes with ‘at mentioning’.

 

Hi @Vishal Nema,

Notes is just not clean or a nice way of communicating with our external customers. They work best for private messages.

Having a reply feature like tickets is smooth. Being able to search for a customers email address in the To: field instead of manually typing them in every single time you want to communicate to more than 1 person is onerous. 

Example

 

that and the ability to remove the person who submitted the ticket. sometimes the person submitted for someone else and wants out of the loop. or its more just to email another supporter in closure of the issue

thanks

Which Software-as-service tool do you use to your Product release notes? I really like it and would like to use something similar at our company; Luke.warner@everflowgroup.co.uk

for the next update..Could one consideration be a 30 day hold state, and just like warranty emails and auto genersated tickets, get one based on that 30 day hold ending? 

We and many other companies use this as a hold period just after upgrading or replacing a PC, but before wiping it.

Not just a state added but also a option to allow for triggering workflow.

the workaround currently is setting up a custom state, workflow to email the user notifying to let us know if anything is missing before then, api to gcal to create an event, that event has a notification that emails the address for our IT desk ticket generation.

The API for this is not stable enough to work everytime.

Will on-call have integration in Teams?  Is that on the road map? 

Would be great to be able to sort by all ticket columns, especially STATE.  As of right now, you can’t do anything with STATE, even in reporting (unless something has changed)

Can we please turn this “feature” off?

Not only is it annoying that whether you’ve “read” the update is stored in a cookie, but I honestly don’t care to know about the “latest and greatest” update -- especially if it doesn’t affect me.

I find compelled to click something just to clear the number badge. In this case, it’s just a waste of my time to do so.

Thanks.

Can we please turn this “feature” off?

Not only is it annoying that whether you’ve “read” the update is stored in a cookie, but I honestly don’t care to know about the “latest and greatest” update -- especially if it doesn’t affect me.

I find compelled to click something just to clear the number badge. In this case, it’s just a waste of my time to do so.

Thanks.

 

100% agree.  This should be removed ASAP.  How about putting the number of items due today or something useful in the favicon?

Is there a swagger or documentation for the New-Gen project management API? I don’t see it on the api page (https://api.freshservice.com/)

Rest APIs for New-Gen Project Management 

Category: Project Management

Users of new-gen project management will now be able to read, create, update and delete projects and project tasks via APIs and leverage or manage their project data from third-party tools.

Note: This will be available for all plans by 30th June.

Hey everyone: Important update: We have updated the release timelines of “Rest APIs for New-Gen Project Management ” on 01st July 2022. This enhancement will be available by 15th Jul' 22 instead of 30th June’22.

cc @AwantikaJha 

Will the Swagger API file be released alongside?

Fantastic enhancements! Keep them coming in.

Although it would be amazing to be able to reply to customers on Changes and Problems, the same way you do on tickets. This just makes for a much better user experience for all parties and can save the extra admin. 

 

@mpanayidesyou can try using notes with ‘at mentioning’.

 

This would be selecting individual customers? The need is to be able to bulk message all impacted customers. This is a real impediment to getting buy in on usage of the module. The ability to view associated tickets in a regular ticket view would be great and would allow the agent much flexibility in treating the problem.

Can we please turn this “feature” off?

Not only is it annoying that whether you’ve “read” the update is stored in a cookie, but I honestly don’t care to know about the “latest and greatest” update -- especially if it doesn’t affect me.

I find compelled to click something just to clear the number badge. In this case, it’s just a waste of my time to do so.

Thanks.

 

We have the same issue. Furthermore our agents do not want this information, it’s for Freshservice admins only.

Hello @zebb.s! Yes, MS Teams is on the roadmap for On-Call Management.  

@rashmi.nag to the platform. Hope you can share the details with Luke here :)