Note: All the features/enhancements below will be available on Starter and Growth plans on Feb 14th 2024. For Pro and Enterprise plans will be available on Feb 28th 2024.
Product version: 2024.R02L.01
New Features and Enhancements
Freddy Copilot now in general availability as a paid add-on
Category: IT Service Management
Freddy Copilot is now live as a paid add-on for the Pro and Enterprise plans to empower your IT staff and unlock productivity for agents and admins.
Freddy Copilot add-on can now be purchased at $29/agent/month, with which you also get complimentary access to Freddy Insights Beta for all your agents.
Note: The Freddy Copilot Beta period is now closed. To continue accessing Freddy Copilot capabilities, you must purchase the add-on by February 19th.
More details here.
Elevate the quality of responses with Freddy Copilot Writing Assistant
Category: IT Service Management
Agents can now communicate clearly, professionally, and empathetically, but without spending any extra time and effort, with Text Enhancer, Text Rephraser, and Tone Enhancer. These GenAI fuelled functionalities, collectively known as Freddy Copilot Writing Assistant, can currently be used for:
- Tickets: Create replies and add notes
- Status Page:
- Create incident descriptions and add updates
- Create scheduled maintenance description and add updates
- Knowledge base articles: Create and edit knowledge base articles
Freddy Copilot has been defined as a role. If you want to provide Freddy Copilot access to only specific agents, simply associate them with the Freddy Copilot role. (Purchasing and managing Freddy Copilot add-on licenses)
More details here.
Analyze and report on Knowledge base performance
Category: IT Service Management
Maintaining a relevant knowledge base based on real-time employee needs is integral in meeting your workforce’s everyday queries and deflecting them to free up agents’ time for high-value work. With knowledge base reports, you can now analyze and report on your knowledge base’s performance to fine-tune it to your employee’s needs. You can measure a help article’s performance based on views and helpful/unhelpful votes and track article reviews/pending approvals in a single pane.
More details here.
Ticket Collaboration 2.0
Category: IT Service Management
Users can now import conversations from MS Teams and Slack into Freshservice to keep all ticket discussions in one place. With Freddy Copilot, users can import a concise summary of the Teams/Slack conversation.
Furthermore, additional enhancements are made for better collaboration:
- Start MS Teams meetings from the ticket details page
- Delink the collaboration thread from the ticket details page
- Configure user permissions for creating a new channel in MS Teams
Note: The Slack enhancements are expected to be available by early March, subject to approvals by Slack.
More details here.
Enhanced Print Previews
Category: IT Service Management
With the latest update to print previews, here are the enhancements coming up:
- Support for up to 350 ticket conversations
- Display of ticket fields in the same order as the ticket
- Support for Tag fields
Restrict Attachment File Types
Category: IT Service Management
Users now have the option to allow only specific file types as attachments throughout Freshservice. This enhances security and rules out vulnerabilities resulting from file attachments.
More details here.
Swap shifts amongst on-call agents
Category: IT Operations Management
Agents can now swap shifts with other agents in their group without having the permission to ‘Manage on-call schedules’. To make this possible, users will need to create a new Admin role and associate it with on-call agents. Under this new Admin role, agents need to be given the new ‘Override on-call shifts’ permission. With this enhancement, agents will be able to enjoy greater control over their time without the possibility of disrupting other shifts, leading to greater work satisfaction.
Windows Agent 3.4.0 / Mac Agent 5.2.0 / Linux Agent 4.1.0
Category: IT Asset Management
The new Discovery Agent version brings stability and performance improvements, ensuring a smoother asset discovery experience.
More info here.
Software prioritization by source to remove duplicates
Category: IT Asset Management
Introducing Software prioritization by source, which eliminates duplicate entries and ensures only relevant information is displayed in the software list view. With this latest update, prevent,
- Software duplicates from multiple sources- When a specific software is identified through various sources such as Identity Providers (IDP), Direct Software Integrations, and Discovery Agents/Probe, priority will be given to the software discovered through direct integrations on the software list view page.
Any duplicate SaaS software discovered from other sources will be automatically moved to the ignored list, ensuring a streamlined and accurate software inventory.
- Software Duplicates from uninstalled integrations - When an integration (e.g.,Azure AD, Gsuite etc) is uninstalled, the system automatically deletes any associated software and it’s user information from the discovered software list ensuring a streamlined and accurate software inventory.
More info here.
SaaS Enhancements for IDP Integration
Category: IT Asset Management
When a user is removed from the IDP group ( eg, Azure AD, Gsuite, etc), they will automatically be moved to the inactive status in the corresponding Freshservice software, enhancing the user data accuracy.
Enhanced User management in SaaS
Category: IT Asset Management
Admins can now effortlessly manage users based on status and usage using the status column and categorized user filter available on the software users list.
Take Action on AWS Cloud Assets
Category: IT Asset Management
Introducing the Take Action feature for AWS Cloud assets, empowering agents to perform quick actions on AWS cloud assets directly from the cloud inventory or Incident page. This eliminates the hassle of switching between multiple cloud applications for performing everyday actions.
- Take quick actions such as power on/off, restart, resize, etc, on your cloud assets directly within Freshservice’s Cloud Inventory.
- Automatically identify impacted assets of an Incident and take remediation action with a single click from the Incident page, reducing the resolution time.
Note: The AWS Cloud Discovery application has now been renamed and updated to the AWS Cloud Management app. With this new update, users can benefit from Cloud Discovery and Orchestration features from the same application.
More info here.
Integration of Workday Connector App with Freshservice
Category: Freshservice for Business Teams
Workday Connector App is the first of many HCM app integrations with Freshservice that allow users to keep their employee data in sync on both Workday and Freshservice. As a part of this integration, they can use two out-of-the-box workflows to manage:
- Requester Data Sync: To automatically keep the requester data consistent across Workday and Freshservice.
- Onboarding Workflow: To enable automated onboarding within Freshservice based on preferred triggers from Workday.
Note: This is a paid add-on. The pricing is usage-based. There is no flat fee for this add-on. Below is the price point for your reference.
Applicable only for Pro and Enterprise customers.
| Tasks | Price point | Billing Cycle | |
| Connector App Tasks (Workday) | 5000 | $80 | Same as your subscription cycle |
More details here.
Integration of BambooHR Connector App with Freshservice
Category: Freshservice for Business Teams
BambooHR Connector App integration with Freshservice allows users to keep their employee data in sync on both BambooHR and Freshservice. As a part of this integration, they can use two out-of-the-box workflows to manage:
- Requester Data Sync: To automatically keep the requester data consistent across BambooHR and Freshservice.
- Onboarding Workflow: To enable automated onboarding within Freshservice based on preferred triggers from BambooHR.
Note: This is a paid add-on. The pricing is usage-based. There is no flat fee for this add-on. Below is the price point for your reference. Applicable only for Pro and Enterprise customers.
| Tasks | Price point | Billing Cycle | |
| Connector App Tasks (BambooHR) | 5000 | $80 | Same as your subscription cycle |
More details here.
Attachment type field in Offboarding form
Category: Freshservice for Business Teams
Admins can now add a file attachment field in the employee offboarding forms. This enables easy document uploading by involved stakeholders such as the reporting manager, HR partner, and the employee being offboarded, streamlining the process for everyone involved.
Note: This enhancement is applicable for Growth, Pro, and Enterprise plans.
Dashboards for tracking Onboarding/Offboarding requests
Category: Freshservice for Business Teams
HR agents and supervisors will now have access to a role-based, real-time view of ongoing employee onboarding and offboarding requests. This enhanced visibility will provide valuable insights into process efficiency trends and facilitate the identification of any potential bottlenecks.
More details here.
Note: This enhancement is applicable for Growth, Pro, and Enterprise plans.
Enhancements in Team Dashboard access privileges
Category: Freshservice for Business Teams
With the new admin privilege called ‘Manage Team Dashboards’ introduced in the admin role, agents can now be given to create, and share access to team dashboards at a workspace level or an account level. A new sharing option that allows an agent to share a dashboard with agents of a workspace will be available in multi-workspace accounts.
More details here.
Note: This feature will be available to all customers on Feb 28th.
Important updates
Reminders for upcoming upgrades and deprecations
The following changes will be made effective by May 2024.
Ensure that you’re prepared for it in your Freshservice account: Discontinuation of Team Huddle, Discontinuation of the legacy Slack Servicebot App, Discontinuation of Conversational UI and Discontinuation of Canned Response Suggester & Solution Article Suggester.
More details here.
Bug Fixes
These were the product defects detected, and they have now been fixed.
- Requesters were unable to select an end data during ticket export from Support portal.
- Custom apps on Requester/Contact pages were not working as expected.
- In the workflow automator, the weekday() function (expression node) was not working as expected.
- Reclaim assets section doesn't show assets if stakeholder input is turned off.
- Cancellation emails are being sent to customers who did not initiate a cancellation request.
- Email placeholders for the custom field "Resolution Note" was not working as expected.
- Some Analytics reports had higher than expected latency in loading.
- Delays in receiving Report schedules and Data exports from the analytics section.