Note: All the features/enhancements below will be available on Starter and Growth plans on Aug 16th 2023. For Pro and Enterprise plans will be available on Aug 30th 2023.
Product version: 2023.R08L.01
New Features and Enhancements
[Beta] Ticket Collaboration on Slack
Category: IT Service Management
Users can now instantly initiate conversations with relevant stakeholders on Slack from within the Freshservice ticket details page. This will allow collaboration with context, eliminate tool switching and bring a summary of the ticket right into Slack, either on an existing channel or a new channel, aiding faster ticket resolution and enhanced agent efficiency.
Note: This feature will be available in public beta from September 1st 2023.
More details here.
Comprehensive Reporting with Custom Metrics and Attributes
Category: IT Service Management
Admins and users can now create their own metrics & attributes that suit their requirements. These custom metrics and attributes can be defined and derived by applying arithmetic and logical operators and a variety of functions on existing metrics & attributes.
Note: This feature will be available on Pro and Enterprise plans only.
More details here.
Selection of Non-agents as Requesters for Changes
Category: IT Service Management
Users can now search and select non-agents as requesters when creating a new change. This is configurable and offers greater flexibility in assigning requesters, facilitating a seamless workflow for change management.
Enhanced Email Error Alerts
Category: IT Service Management
Freshservice will now alert users for failed email delivery within ticket conversations and email notifications, ensuring stakeholders stay informed. Agents will be able to see a 'review' icon adjacent to the ticket for better clarity and troubleshooting, providing concise reasons for the failure.
Improved User and Department Modules for Reporting
Category: IT Service Management
Agents can now utilize the new fields and associations below to keep track of user activities and manage assets efficiently for improved reporting insights:
Users module:
- ‘Assets used’ to show assets currently being used by a user
- ‘Assets managed’ to show assets currently being managed by an agent
- ‘Is Active’ attribute to show if a user is currently active in Freshservice
Department module:
- Support for department custom fields
Note: This feature will be available for all plans on the 30th of August 2023.
Check email alert regex within Freshservice
Category: IT Operations Management
Users can now check the output of the regex based alert field mapping within Freshservice. While setting up an email integration, users can simply copy and paste the sample email template, input the regex on the field mapping screen, and see a preview of the value that their regex extracts from emails. This simplifies integration by eliminating errors in regex creation.
More details here.
Enhancements in On-call Shift Page
Category: IT Operations Management
Users can now access the on-call calendar for an agent group right from the shift page. This will help them understand the availability of the agent group and design a shift accordingly.
Simplified Workspace Management
Category: Mobile
Workspace information is now available on the mobile app for improved clarity. Agents will be able to view, edit and move tickets and assets across workspaces for greater control and efficiency.
Search Software Users and Filter Software Better
Category: IT Asset Management
With the latest enhancements to the software management module, you can now search for users associated with a software, and filter software based on their source of discovery.
Streamline Workflow Efficiency with Asset Reader Node
Category: Workflows/Automation
Eliminate the need to hardcode Asset information within the Automator for Approvals and Notifications. Easily streamline workflows and reference asset details from the business object using the Reader node.
More details here.
Tasks Based Automation
Category: Workflows/Automation
Users can now perform task-based automation using Reader, App, Web Request, JSON Parser, and Expression Nodes within workflows. Automate recurring tasks such as employee onboarding/offboarding and improve agent productivity.
Enhanced Agent Profile for MSP accounts
Category: Managed Service Providers
With an enhanced agent profile, admins in MSP accounts will have a holistic view of agent information, including basic details, assigned roles, tickets, assets, and more, making it easier to navigate to specific information.
Note: This capability will be made available in a phased manner starting 31st Aug '2023 in eligible MSP accounts
Advanced Role Management for MSP accounts
Category: Managed Service Providers
With advanced role management, single and multiple MSP accounts will be enabled with two different types of roles: Agent roles and Admin roles. This makes it easier to grant granular access to settings and data. Read the article to understand the impact on agent APIs.
Note: This capability will be made available in a phased manner starting 31st Aug 2023 in eligible MSP accounts
More details here.
Bug Fixes
These were the product defects detected, and they have now been fixed.
- Agents were facing formatting issues while copy-pasting onto canned responses or solutions module.
- Certain agents were experiencing unusually high response times while loading and editing tickets.
- Agents with access to work in multiple workspaces were unable to create purchase orders.
- The default source was set as “Phone” while creating tickets using API v2. Now it is set to “Portal”.
- In Analytics, attempting to “Present” a report caused an error.
- Accessing Analytics data exports through the API endpoint occasionally caused a “No Such Key” error.
- Hourly data exports scheduled in Analytics occasionally failed to execute at the scheduled time.
