Important update: We have updated the release timelines of the enhancement “New billing experience for existing Freshservice customers” on 31st Mar 2023. This enhancement will be available by 06th April 2023.
Note: All the features/enhancements below will be available on Starter and Growth plans on Mar 15th 2023. For Pro and Enterprise plans will be available on Mar 29th 2023.
Product version: 2023.R03L.01
New Features and Enhancements
Introducing Scheduled Workflows
Category: IT Service Management
In addition to event-based workflows, admins can now create time-based workflows that can be scheduled to execute at a specific time of the day or week. Additionally, the workflow automator interface will now have separate tabs to access Event-based Workflows and Scheduled Workflows.
Using Scheduled workflows,
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Automate employee onboarding/offboarding tasks based on employee join/end date - For example, Send out task reminders 2 days before an employee’s join date, Disable a user's AD account on the date of leaving.
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Update Asset State if it hasn’t been scanned in the last 30 days.
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Send out reminder notifications based on Warranty expiry dates / End of Life and other dates captured on an asset.
More details here.
New billing experience for existing Freshservice customers
Category: IT Service Management
Existing Freshservice Account admins will be able to view and manage their subscriptions through the Unified Billing Experience (UBX) module within the Neo Admin Center.
The Unified Billing Experience provides:
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A New Billing Page - View and edit subscription details on the subscription page by clicking on Admin → Plans and Billing.
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Robust Invoice Management - Manage past and ongoing invoices centrally and download them anytime.
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Self-serve capabilities for offline customers - Eligible offline-mode paying customers (offline-paying customers are those who do not pay with a saved credit card online) will also be able to (a) upgrade their subscriptions, (b) update their billing and shipping addresses, and (c) download their invoices directly from the same module. For more details on the offline self-serve experience on UBX, refer to the below two articles.
More details here.
Important update: We have updated the release timelines of this enhancement on 31st Mar 2023. This will be available by 06th April 2023.
Note: Some of the existing Freshservice customers will be migrated to UBX on or before June 2023.
Visual Cues for API V1 Deprecation
Category: IT Service Management
Following up on the November 2022 release announcement, we have introduced tooltips in the user interface to help admins replace calls to API V1 with calls to the corresponding API V2 in the following modules.
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Workflow automator rules
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Portal customizations
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Custom applications using Freshservice APIs
More details here.
Private Notes - Reply and Forward
Category: IT Service Management
With this enhancement, agents can now reply and forward to the private notes in tickets. This will empower them to discuss the ticket or issue with other agents in their team and converse.
Service Request Enhancement
Category: IT Service Management
To allow seamless service desk reporting, the service catalog's dropdown and nesting field choices are now restricted to 255 characters.
Task Form Fields Customization
Category: IT Service Management
With this enhancement, admins can now customize individual task forms for ticket tasks, problem tasks, change tasks and release tasks individually. This will empower admins to configure more specific fields captured in the ITIL-aligned task forms.
More info here.
Note: Reporting for this capability will be available by 31st March 2023.
Service Request approval APIs
Category: IT Service Management
Following are the service requests approval APIs that will be supported.
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Create Service Request Approval
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Fetch Service Request Approvals
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Cancel Service Request Approvals
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Send Reminder Service Request Approvals
More info here.
Easy Reporting on Workload Planning Fields in Analytics
Category: IT Service Management
Workload planning fields such as start date, end date and planned effort will now be available in Analytics and can be leveraged to build reports when the Workload Management module is enabled in an account. These fields can be used in group-by and filter views and can be added to the underlying data.
With this enhancement, for Tickets, Tasks and Problems modules, planned start date, planned end date and planned effort fields will be available whereas for Changes and Releases modules, the planned effort field will be additionally available.
Note: This feature will be available by the first week of April.
Improved Translations Across Modules
Category: IT Service Management
We have enhanced translations for the following languages:
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German
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Swedish
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Spanish
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Spanish Latam
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Portuguese Brazilian
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Arabic
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Hungarian
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Catalan
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Norwegian
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Indonesian
Azure Cloud Discovery Enhancements
Category: IT Asset Management
Introducing new asset types for Azure cloud to discover and manage the relationships between each of these assets with their respective components.
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Azure Resource Group
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Azure Key Vault
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Azure Subscription
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Azure Application Gateway
More details here.
Asset Report Enhancements
Category: IT Asset Management
Asset managers can now track and identify the agent groups that are responsible for managing a specific asset by curating reports using the “Managed by group” field in analytics.
Software Report Enhancements
Category: IT Asset Management
Users can now curate reports that involve two levels of association in the software module. Generate reports based on the associated fields for software metrics such as Installed Machine, Used by, and Managed by.
For instance, Create reports that track software usage across different departments with access to the Department name attribute - “Software → Installed Machine → Department Name.”
Improved SaaS management discovery and sync
Category: IT Asset Management
With our latest update to SaaS management, the discovery and sync process is now enhanced for the following integrations: Dropbox, Slack, Smartsheet, and OneLogin.
Here’s how the sync process is improved:
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Better visibility with sync statuses
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Background sync status refresh
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Improved API rate limit optimization
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Improved User Deletion Sync (Except Smartsheet)
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Download a detailed error report after sync
More details here.
Note: This will be available in the first week of April 2023.
Alert Rules now support AND/OR conditions
Category: IT Operations Management
Users can now use OR function in addition to the existing AND function to create highly specific Alert Rules.
Notify On-call Agents on Microsoft Teams
Category: IT Operations Management
Users can now notify on-call agents on Microsoft Teams. On-call agents will be able to view basic details about an incident, acknowledge, escalate, or mark it as resolved, and even add a private note – all from within Microsoft Teams.
Reporting on Project Time Entries in Analytics
Category: Project Management
With a new module ‘Time Entries’ in Project Analytics, managers can easily report on metrics like total time spent on a project or total time spent by a user across projects. Billable and non-billable time entries can also be viewed across projects.
Additionally, managers will have complete visibility of business and non-business hours logged with time entries capturing both date and time details.
More details here.
Enhanced Ticket View now available for accounts enabled with Workspaces
Category: Freshservice for Business Teams
The enhanced ticket view is now available for accounts that were created after December 12th, 2022. This view would replace the classic view in 30 days.
More details here.
Enhanced Requester Experience in Android/iOS app
Category: Mobile App
Experience an enhanced requester’s experience in the mobile app that will make navigation super easy to navigate to the requester’s profile and view their details, tickets raised by them, and associated assets.
Requesters can seamlessly report an incident and track the updates on the reported incident.
Note: This enhancement will be available before the end of March 2023 and requires app updation.
With this release, we will only support iOS versions 13.0 and above. Users with a lower version of the OS on their iPhones, will not be able to update to this version (They can continue to use the older versions of the app).
Change Management Enhancements
Category: Mobile App
With this release, we have made some enhancements in the forms for a change -
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While filling a form for a change via the mobile app, if a content field is configured in the settings, then the user will be able to view the content in the form.
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If a form has a dropdown field and is configured to get data from the source when a user is filling this form via the mobile app, they will be presented with an option to search for the input for this field, thereby making it intuitive to use. This is applicable to both single-select and multi-select dropdown fields.
Note: This enhancement will be available before the end of March 2023 and requires app updation.
With this release, we will only support iOS versions 13.0 and above. Users with a lower version of the OS on their iPhones, will not be able to update to this version (They can continue to use the older versions of the app).
Bug Fixes
These were the product defects detected, and they’ve now been fixed.
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Tasks added by workflow automators were displayed incorrectly in Analytics.
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Asset Inventory could not be opened by Swedish users.
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Assets associated with Incidents and Changes were not saved when a form template was applied post association.
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Agent audit logs for login from app, preference and time format changes were shown as blank in UI.
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Agent assignment through round robin was not captured in ticket activities.