Skip to main content
Visit Freshworks.com Visit Freshworks

Important update: We have updated the release timelines of “Android mobile updates” on 18th May 2022. This enhancement will be available on 01st Jun' 22 instead of 29th Apr’22.

Note: All the features/enhancements below will be available on Blossom, Starter, Garden, and Growth plans on Apr 18th. For Estate, Pro, Forest, and Enterprise plans will be available on Apr 29th.

Product version: 2022.R04L.01

 

New Features and Enhancements

 

Reduce MTTR using Automated Grouping for Alerts

Category: IT Operations Management

Users can now use ML-driven Automated Grouping – now in Public Beta – to attach related incoming alerts to open incidents. This would make incidents contextually rich, reduce noise, and help resolve incidents faster.

More details here

 

Gain Flexibility in Noise Reduction by Grouping Alerts using more Values

Category: IT Operations Management

Users can now group alerts by Message & Node in addition to the default values of Resource and Metric in any combination through custom integration. More details here


Integrate Monitoring Tools in just three simple steps

Category: IT Operations Management

Users can now integrate monitoring tools to Freshservice Alert Management in just three steps. The alert profile is being retired and users can view all their integrations on the Alert Integrations page. More details here


Detect and Correct Invalid Phone Numbers with Ease

Category: IT Operations Management

Users will now be intimated about missing or incorrectly formatted agent phone numbers as and when they create a shift for On-Call Management. Users can either correct individual phone numbers from within the On-Call Management module, or correct them en masse through a CSV file. More details here

 

Get Separate Notifications for Urgent and High Priority Incidents 

Category: IT Operations Management

Users can now configure the escalation path and notification rules for High and Urgent priority incidents separately in On-Call Management. More details here


Business Impact for Change

Category: IT Service Management

The Change managers and implementers can now proactively associate ‘Impacted Services of a Change’ and automate approvals based on the ‘impact’. This will eventually reduce the number of unplanned outages to business-critical services.

More details here

tgfAYboaDhHIRzejRnRU-RmKnuTXdvKuZwPYElmW1r3V6MQJ_i3gVIY4cp2Xlem7N8Xr8yJr1khCdSZ1HJd9udz3wLVfoLkXW2RDpBThJhHM_-Zkg73j-x68PewgyyRlb60syDhn

TqBRIHuhoyK8mScKLljXGrh8EdwM7CMLePHNe4MWlGps6H7fWm7ehQ028oSDX2pjFM0ivpuGwbzJSd5ji7Z0Pp1ZagmvVdJMmU-E0RIXEiPgCgZThW3ealCO3O8nKlonUeGA3QvM

yUH1uzjK5mepg84ctPHeFwEfMo6VDpOVhlQsOoYw3oByPo3iwptQn8HJB-gfuVa8v6lpgvHdI89mP62RD1luW44U7iD6oz86ESwXrG_tNO15XCgiN60QdE_9ftrUxIOCE3ZFjUUc


Increased Size of the Email Attachment

Category: IT Service Management

We have increased the limit of email attachment files from 25MB to 40MB. Users can now share and receive bigger files in their tickets, problem, change, release, and project modules experiencing an enhanced sharing option.

 

New Metrics - Unresolved Tickets

Category: IT Service Management

Introducing a new metric called Unresolved Tickets, in the tickets module, to track the total number of unresolved tickets in any defined time period. Users can now analyze unresolved tickets for a period by defining a time period and comparing trends across different time periods (month over month, week over week, etc.)

JVCBOMFsafTxRXpXDQBcfyt6-gDHjFI4HUIe7njegL8EhXYCbUSHVgkgxY9cSr6fpH9b3JXeyJeZ9EuyhF92aQtYfBLK6DkpD-ErdUfoMWf9GfVa2AvQSLorgtBFV48T84PmJf4H

 

Conditional Fields in Tabular Data

Category: IT Service Management

Users can now access service item fields and asset type-specific fields in tabular format when those fields are applied in the metrics filter. Just add the conditional field in filters and click on the View underlying data option to view the conditional fields.

PcE0e_maOZP7iDVljakxosfzmnJn--VYobyAxBkSo2tlei8U59YNadiXLs2_wduHeBITRWWxzcVISeNmxB6mNcoaGddglFbfaHs-etwsKpir8DVbxyIPrWCBYTsVF3O1gzMgpUJ6

 

Edit Gantt bars in Project List View

Category: Project Management

Users can now quickly change the start and end dates of a project in the Projects list view page itself. Click and drag either end of the Gantt bar to make edits to the project. The icon will change to a double-headed arrow indicating editing. The change (in days) will be reflected at the end of the Gantt bar once it is released.

Note: The start and/or end date  changes will only reflect at the project level and will not impact the dates of tasks/sub-tasks

aL6Z3r7nhNudziIjU5-NL2KSXsUE4ty0mAP4VQW8m-FZ519d04gMNrE2KssuumjCzkkAaDV8IBynkGdyQYcEc_qCVoFbwx7liqidYO9aeW4fOGPnCpjwmW6VrCJz3ib7r02z4-W-

 

Manage and Optimize SaaS usage better with User Filters

Category: IT Asset Management

An integral part of managing and optimizing your SaaS applications would be understanding app usage on a user level based on varied criteria. With filters for SaaS users, slice and dice through user-level SaaS usage by filtering using User fields and using Ready-to-view filters. More details here

3p4VeIimKpBanT0cGg5pkfcjGGvjVJjxUBH0l_B7zaIi3GoL9RpN2kiRcCClmaiafrpcTpm1pvR711HCZhcFu0p33AzWVhJlAuCF01xmoKPLxOSsnFVwHOuIkXLPGsxm-nT4NtFa


Discover and manage Microsoft 365 licenses 

Category: IT Asset Management

Understanding how your licenses are utilized enables you to plan the best optimization efforts to cut SaaS costs. With your Microsoft 365 integration, get visibility into all your licenses and their utilization right within Freshservice. More details here

amHs5Sgnm7iPx68TqXwodlZx8HxYKbkTx4N7yZwa2aZ4MwsrQhfi_j7nGVyB15mMBco4GOat5TT1T1EJXx013IibMbrzOrJFLBmM0jU9EU4XteP_nHtYGn-HAjZEX33umqYs53Lw

Note: Auto-discovered license utilization information will be available on the overview tab. All manually created licenses will be available as contracts. 

 

lrCR7tUBO-z169HJ9syeb-kzCbs5H6y9D8g66-9SS66LkSNRkppaHG8nFg033Vfb6iFCEcr1MpQrHABwkJYggxrbemgimyuZW1T-JtnqzDlaLJUoJHfLya0BjWe1x43yFgcvfphC

 

Create Relationships with your Software in your Inventory

Category: IT Asset Management

Understanding dependencies between your hardware and software is important to see the big picture when critical issues arise. You can now create software relationships with all inventory items and track them under the relationship tab for any software.

aQyfK6VoRvM-Hr4zqDo2bgDimNGgPqMz2WBqN_-9xx9-X-ArjBY5-gYmd1l3jJuh5pJA6XyOKxkQHAdRLFZEAStVzySSa03ZJQhvJZLLT7nYG5_dm9Y5QNGAoOphG1NqpvRogt6e

Note: To better search through your software records, use the software statuses (Managed, Discovered, Disabled, In review, Restricted, Ignored).

TOQICKO7CUTX2-XnXv0ZxKfyYov827dNYQAcrfPmbvLyg0AbOBe8L_9-9DiwHjgLkpdMS0nPsJ75F0pNEFYFDSBem2ePfgxGIyi02dK5Sc_HO2uGGvp7yoiTFkx5OyHBvfUw2F8x

 

Create and Manage Warranties at ease

Category: IT Asset Management

Warranties are critical documents required to secure asset costs and an asset’s lifecycle. With the contract management module, create warranties and automate approvals right from Freshservice.

ZSRZu-H2wi2HfxNvCZkqhRKFDluHhMW2j1cHBsFXFx4IbCiuHATN5pebYus7oEE6SwZ_HXZI3RO7RlMywEREwuKz-uSes8fe388NuJgQGCT7rlae2ZaQVC-Efuyxr6sfSviELwba


Stay on top of Software usage with the Analytics Module

Category: IT Asset Management

Getting a bird’s eye view of your software usage is critical in establishing software governance in enterprises. With software reports in Freshservice analytics, you can now track software used based on varied criteria like status, users, asset, source of creation, and more.

Note: This will be rolled out in phases from April 30th.

 

Workflow Automator Enhancements

Category: Workflows/Automation

  • Expression Builder Node

Users can now perform operations like adding numbers together, replacing a part of a string of text, comparing strings, manipulating date/date-time fields, and much more using the Expression builder node. For eg: Calculate the due date of a ticket based on the employee’s joining date. More info here

c1Bo4CpZu8YpnE1OR_3UwjyZT3ENPmxgfxjkbL0YyUnqNOSyqoeSBaDoZtGW9yfn_KerZgJYhBJ5xlOkQvPEQFHC42I6E0y2WZXGFGO9HvzeN4UpMZ688pBO3suEnC1zyr4_MwF3

  • Expressions in Condition Node

Users can now evaluate boolean expressions directly from the condition node allowing them to craft more complex conditions.

LgLgAIK_aVgr2E22HhlsxSV0xltQY0nAN3PBySaQh9fCgN71-xbF3p1JtcoeL6pkuVXwGY6FQ0Ewmb3x0MUhte5bekt4BT1fiUZY_IXIN9lQUjX0m2jZu5AxiCQ96fXVxFM_agow

  • Date fields in Condition and Actions 

Both default and custom date fields are now available to use within the condition and action nodes. 

 

-2iT3GfALcEzonc-DJkDc3a_q60-vTVcR-NK8Yv_Ckv8y1NkWlT1oi4z1l68ToxmpR06Htg-djuQ9_q0MF6aH5rPfU20ZystxKOMBo0Ka8KBH-TgpoHzWzIcKAQORliMLXbJiFcw

 

_x_ooQQnPgeDDPYNJ1yaeK__VEemSOiOGXIQPH1CygrUoQvAOUk0avgWMU98-SphEsIfZOOES2ls-UkAnJr4Qa4yqSI9kvbumh_mD6K09HosNcSVZaS0VfHYXw1Nb5K7ihT8SmmG

  • ISO Date placeholders

Date fields are now available in ISO format from the placeholder section. Use this format when constructing date-based expressions in the expression builder node and integrating with 3rd party systems via APIs. Sample formats for date and DateTime fields are mentioned below:

ISO Date (yyyy-mm-dd) -    ‘2022-01-02’

ISO DateTime (yyyy-mm-ddThh:mm:ssZ) -    ‘2022-01-02T12:24:30Z’

IVfG9HQk5Q72YXLIRdv5O9MrlibCnfMZKUa3mhyWMtcgkC1V-spxD68Adrr91RC5s_-WvH8kXFVW4apNIhh40EEMBoewE32RFtXRIH1yj2EkrlO96-ttOa1AF5VCtR9aN1VoLTrW

 

  • Test Improvements for App Actions, Webhooks and Web Requests

Testing web requests, app actions, and webhooks just got easier. Now replace placeholders with sample values to test these actions seamlessly.

 

pWkqjzCb_2VsHQgo35Uau2j56nCt-QotkRAFnAOQ2ebigsmVg4Hu5-IH9BdUL8p8pHk_HP-AOo9rgCLbt15Z2Qz1mr-Pzvt3wZmJGDA0kSi_fkQAgey8NxnR6ohiFFQtlhf81v3p

pmH7B6EXxClYsOrI5_v3K_WtYJEVtNe1KtPReDl1ujG8mkTOd-qRmh05SCWrewuZ4Zymd3g1rq6sNRC2AuzeEG_6sDFSaFjKIrbLOjdjC-Gaq066W7fAF6XT0Uxet_9by_QACmjd

 

Orchestration Center Updates

Category: Workflows/Automation

  • Integrating Credential Store with Orchestration Apps

Users can now use the credential store for a curated list of Orchestration apps. For instance, you can create Oauth credentials for Dropbox and leverage them in the new Dropbox orchestration app.

  • New apps added to Orchestration center:
    • Dropbox - Perform operations on users, groups, and files or folders, and attach documents to your Freshservice tickets using the Dropbox Orchestration app. More details here.
       
  • Orchestration App Enhancements
    • Microsoft Active Directory- Remove users from multiple groups using MS Active directory for Orchestration. More details here 
    • MS Exchange - Perform lookup events based on start_date_time and end_date_time filter. More details here.

 

Security updates: Discovery Probe and Discovery Agent

Enabled the following fixes for the asset discovery tools:

  • Security fix, checksum hash verification on Auto Update

Mac agent 4.2.0, Windows agent 2.11.0, Linux agent 3.3.0

  • Ability to Fetch instance ID for AWS & Azure virtual machines

Windows agent 2.11.0, Linux agent 3.3.0

  • Security fix, added TLS certificate verification

Mac agent 4.4.0, Windows agent 2.12.0, Linux agent 3.4.0, Probe 4.11.0
 

 

Mobile App Updates

iOS:

  • Support for Look-up Fields in Ticket module

Android:

  • Support for Look-up Fields in Ticket module

  • Support for Change form Business Rules

  • Support for Service item Business Rules

Note: These enhancement will be available from 01st June 2022. 

 

Other updates

Mac agent 4.3.0

  • Fixed bugs in fetching software details from MacOS Monterey

  • Added new mac models in our directory to reflect the model names

Probe 4.11.0

  • Fixed bugs in fetching software details from MacOS Monterey

  • Added new mac models in our directory to reflect the model names

  • Fixed discovery agent version issue in the software details
     

Neo Admin Center: Create Custom URL

Category: Platform

Personalizing Freshworks URL as per brand requirements 

Admins can now personalize their login URL as per branding requirements. They can do this from within the Organization module of the Neo Admin Center.

Note: They’ll have to create a DNS CName certificate record and process this step from the DNS Zone file while updating the URL in the organization module. 

More details here

Great improvements, but in the Workflow Automator Enhancements section, the link to more information fails.

https://support.freshservice.com/en/support/solutions/articles/50000004100-expression-builder-node

Can you check it,

Thanks.

Date/time in workflows is huge, thank you!


One issue we have is for SR’s logged more than 30 days before their action date, as the supervisor rule only affects tickets updated within 30 days. (We set these tickets to pending until their due date then a supervisor rule kicks them to open once their due date has passed).


Any chance the 30 days on the supervisors can be increased, or is there a better way of “hiding” these tickets until they are needed to be actioned?​​​​​​

Great improvements, but in the Workflow Automator Enhancements section, the link to more information fails.

https://support.freshservice.com/en/support/solutions/articles/50000004100-expression-builder-node

Can you check it,

Thanks.

The link is working for us. Please try accessing it here again: https://support.freshservice.com/en/support/solutions/articles/50000004100-expression-builder-node

Great improvements, but in the Workflow Automator Enhancements section, the link to more information fails.

https://support.freshservice.com/en/support/solutions/articles/50000004100-expression-builder-node

Can you check it,

Thanks.

The link is working for us. Please try accessing it here again: https://support.freshservice.com/en/support/solutions/articles/50000004100-expression-builder-node

I am also having issues with the link. Copy and pasting your link does not work either.

This all looks fantastic. A month packed with features! What a huge win for workflow automator allowing for time delays and date/time information! Can’t wait to implement a number of these items 😎

Great improvements, but in the Workflow Automator Enhancements section, the link to more information fails.

https://support.freshservice.com/en/support/solutions/articles/50000004100-expression-builder-node

Can you check it,

Thanks.

The link is working for us. Please try accessing it here again: https://support.freshservice.com/en/support/solutions/articles/50000004100-expression-builder-node

Same issue here, unable to access the link.

 

Great improvements, but in the Workflow Automator Enhancements section, the link to more information fails.

https://support.freshservice.com/en/support/solutions/articles/50000004100-expression-builder-node

Can you check it,

Thanks.

The link is working for us. Please try accessing it here again: https://support.freshservice.com/en/support/solutions/articles/50000004100-expression-builder-node

Same issue here, unable to access the link.

 

Confirmed - cannot access original link or new link from @Vishal Nema 

Such a great list of improvements!  Very excited by the Workflow enhancements in particular!

Congrats FW

Loving the workflow automator changes!

I also cannot click the link for more info. It says this:

The link provided here in the comments results in the same page.

Same issue for me, the link is invalide and page doesn’t exist.

Can you fix this please, so we can see everything related to that big feature :)
A really needed one.

Thanks in advance

Hey everyone the Expression Builder article should be working now. Here’s the link again for convenience.

Just to be clear the ability to add time delays and create scheduled workflows to run on a particular date for eg: 2 days before an Employee’s join date,  isn’t included in this release. However it should be out within the next 2 months. A quick preview of the features can be found in this community post.

Thanks for sorting the link out, however, on the “Expression builder Node” page (https://support.freshservice.com/en/support/solutions/articles/50000004100-expression-builder-node) there are a further two links that do not work:

“...list of functions supported by the expression builder node here:”
https://support.freshservice.com/en/support/solutions/articles/50000004102-functions-in-expression-builder-node

and

“...list of operators supported here:”
https://support.freshservice.com/en/support/solutions/articles/50000004101-operators-in-expression-builder-node


These workflow updates are very welcome features. 

I see the “functions” and “operator” links are now working so thanks very much for sorting those out.

Now to start planning...

While these new features are great, what we really need is improvements to the existing UX.  There are so many annoying issues with the way Freshservice operates, it can get very frustrating for our Service Desk operatives to work productively.  And what's the point of having a "Send Feedback" button if the reply to our feedback/suggestions is along the lines of "we do not have this feature"?!  We would all like Freshservice to be the best ITSM on the market but, currently, it’s a long way off.

I’m excited about the expression builder

But … unfortunately it’s incredibly complicated to use.
It says it works with liquid syntax as well but i couldn’t get it to do anything with liquid

I finally after 1-2 hours of playing with it managed to get the expression builder to build me an expression that took a description and parsed out an email.

The problem is after spending 2 hours figuring this new feature out I COULDN’T USE THE EXPRESSION ANYWHERE USEFUL

My intention was to parse though. get an e-mail out and then email that email address

With that said

Can you please add more uses for the expression buillder 2 that i would like to see is

A: Update the requester based on an email or expression
B: merge tickets based on an expression

The first one is obvious why
The second one we get invoices from a company that has our ticket number in it and it would be great to automatically be able to merge those tickets.

 

Second observation about the expression builder.

It would be very helpful if you could pass an expression into another expression builder.
The syntax for the builder is incredibly finicky when nesting syntax.

Also, it would be nice if you could merge paths back onto one route.

For example, because of how limited i’ve been able to get expression builder to work i’ve needed to build out 2 paths. 1 for if it finds a .net email and another if it has a .com email

It parses the email out and then i have it put the email as a note in the ticket. it would be nice if i could get both paths back on one



I’m sure someone far more experienced with me might even be able to make a super condition but the editor is really hard to work with

Here’s my parsing of Email expression maybe someone knows how to optimize it


replace(concat(substring('{{ticket.description}}',indexOf('{{ticket.description}}', 'Email:',0),indexOf('{{ticket.description}}', '.com',0)),".com"),"Email:","")

@bmumpower We’re adding a function called RegexExtract soon that’ll help you solve this use case without such a complex expression. However I’ll see if there is a more optimal way to do this with what’s supported today. 

Also please note that you can pass results of one Expression builder to another using the Placeholder section, if that makes it easier break up complex nested function expressions such as yours. 

 

@bmumpower We’re adding a function called RegexExtract soon that’ll help you solve this use case without such a complex expression. However I’ll see if there is a more optimal way to do this with what’s supported today. 

Also please note that you can pass results of one Expression builder to another using the Placeholder section, if that makes it easier break up complex nested function expressions such as yours. 

 

Should be able to pass it on but it’s not an option in the expression builder. Unless i can manually type it. Didn’t try that

 

 

I also tried the following to “simplify it” into one expression

 


This works
if(indexOf('{{ticket.description}}', '.com',0)>0,".com",if(indexOf('{{ticket.description}}', '.net',0)>0,".net",if(indexOf('{{ticket.description}}', '.org',0)>0,".org","false")))

And this works
(replace(concat(substring('{{ticket.description}}',indexOf('{{ticket.description}}', 'Email:',0),indexOf('{{ticket.description}}', '.com',0)),".com"),"Email:",""))

So you would assume in the If statement i could replace the “.com” with
the working replace syntax to get the following



if(indexOf('{{ticket.description}}', '.com',0)>0,(replace(concat(substring('{{ticket.description}}',indexOf('{{ticket.description}}', 'Email:',0),indexOf('{{ticket.description}}', '.com',0)),".com"),"Email:","")) ,if(indexOf('{{ticket.description}}', '.net',0)>0,".net",if(indexOf('{{ticket.description}}', '.org',0)>0,".org","false")))



But if i do this i get the following error “Invalid Syntax - Third operand's value must be > second operand's value.” 

This would atleast let me put it all in one expression builder. Any opinion why this wouldn’t work?

And if you’re wondering why i used concat and replace i tried everything yesterday and it woudn’t let me do +4 to add onto a digit. But that seems to be working today.

Today it seems to work

(replace(concat(substring('{{ticket.description}}',indexOf('{{ticket.description}}', 'Email:',0),indexOf('{{ticket.description}}', '.com',0)),".com"),"Email:","")) 

becoming

((substring('{{ticket.description}}',indexOf('{{ticket.description}}', 'Email:',0)+5,indexOf('{{ticket.description}}', '.com',0)+4)))

An Electrical Estimator calculates material, labor, and overhead costs for electrical installations, ensuring the project stays on budget. Their accuracy is vital for avoiding cost overruns.

Terms of Use