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Important Update: The analytics support for lookup fields has been delayed and will now be made available by early August, instead of May 30th.
Note: All the features/enhancements below will be available on Starter and Growth plans on May 15th, 2024 & on Pro and Enterprise plans on May 29th, 2024.

Product version: 2024.R05L.01

 

New Features and Enhancements


Measure the impact of Freddy Copilot

Category: IT Service Management

With Freddy Copilot designed to enhance agent productivity, tracking its overall business impact is important to understand your Return on Investment with AI. With Freddy Copilot reports, you can now get an overview of the usage trends and the impact-driven across key service desk KPIs.

More details here.

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Enhancements to Similar Ticket Suggestions

Category: IT Service Management

Going forward, similar incidents in Freddy Copilot will be referred to as similar tickets, and this capability will be expanded to cover all types of tickets, including cases, service requests, etc.

Additional enhancements to similar tickets include:

  1. Enhanced accuracy of AI suggestions.
  2. Ability to populate similar tickets across different languages.
  3. Categorization of similar tickets into unresolved and resolved categories, facilitating early problem detection and swift actions.

More details here.
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Custom objects and lookup field enhancements

Category: IT Service Management

Users can now associate custom objects with ticket fields for increased flexibility. Additionally, analytics support has been extended to include lookup fields across tickets, changes, and service items, ensuring accurate reporting. The lookup field will be reportable, just as any other association, to empower users to report not just on the lookup field value but also on the associated properties. 

More details here. 
Important Update: The analytics support for lookup fields has been delayed and will now be made available by early August, instead of May 30th.

 

Analytics support for Problem analysis section

Category: IT Service Management
Analytics support is now expanded to the analysis section, covering root cause, impact, and symptoms within the problem module. Users can now filter problems based on whether they are known issues or not.


OAuth Authentication for Freshservice APIs 

Category: IT Service Management

Users can now authenticate Freshservice APIs with OAuth credentials as an alternative to API key-based credentials, enabling a more secure way to use Freshservice APIs. Users can exercise better control over app permissions with this method of authentication.
More details below:


Custom Roles within Neo Admin Center

Category: IT Service Management

Freshworks organization admins can now manage user access for specific features of the Neo Admin Center. Custom roles can be created to manage access for permissions such as managing all users, their security, login policies, audit log, or a combination of these as needed.

More details here.
 

Custom SSL Enhancements

Category: IT Service Management 
Users will now receive the following notifications when accessing the portal and requesting SSL certificates, ensuring enhanced security, reliability, and user experience on our platform.

  • Access Denied for Non-HTTPS URLs:
    Users attempting to access the portal via non-HTTPS URLs will now encounter an "Access Denied" message. This proactive measure ensures that portal access is limited to secure connections, enhancing overall data protection.
    This restriction applies in the following scenarios:
    • Until the new SSL certificate is accessed via an "https" URL.
    • In case of SSL certificate creation failure.

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  • Request SSL Certificate
    Admins will now receive a notification popup when requesting SSL certificates. This enables administrators to schedule necessary changes during non-business hours, optimizing operational efficiency and minimizing downtime.
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Use public APIs for On-Call Management

Category: IT Operations Management

The APIs for On-Call Management have now been made public. Users can now integrate the APIs in their existing ecosystem and access them outside of Freshservice web or mobile app. With this enhancement, users will be able to customize their on-call system for their unique needs and integrate with internal and external tools for additional functionalities.

More details here.

 

Integrate Cisco Meraki with Freshservice

Category: IT Operations Management

Users can now easily integrate Cisco Meraki network management tool with Freshservice using a new out-of-the-box (OOTB) integration. This will help them monitor the alerts related to their network and devices from within the Alert Management module.
More details here.

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Use Single Sign On (SSO) for Status Page

Category: IT Operations Management

Users can now set up Single Sign On (SSO) for internal subscribers of their private status page. For this, they need to visit the new ‘Security Settings’ section under Status Page settings. Users can either use Freshworks’ login or third-party SSO to secure their private status page. They can also provide additional security by specifying IP range restrictions for accessing both public and private status pages.

External subscribers will continue to get authenticated using email-based authentication. They can now be identified in the subscriber list using a new filter.
More details here.

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Reports for Service Health Monitoring

Category: IT Operations Management

User can now create and schedule reports to analyze the health of their services. The enhanced clarity offered by these reports enables users to promptly address any underlying issues. Key widgets for users to explore include:

  • Service Impacted
  • Aggregated Health Status
  • Alerts Created and Major Incidents
  • Details of Services and Tickets with Resolution Time
  • Impacted Services by Group
  • Impacted Services by Time
  • Trend Graph of Impacted Services

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Discovery Probe 5.4.0

Category: IT Asset Management 
Discovery Probe 5.4.0 now comes with improved monitoring and system logs for proactive issue identification and detection of inactivity. It also sends discovery errors and aggregated stats to Freshservice, providing valuable insights into probe usage.
More details here.


Improved Cloud Resource Discovery by Probe

Category: IT Asset Management 

We've improved our probe scans to prevent duplication of AWS, Azure, and VMware cloud instances across various discovery methods. In addition to scanning these VMs, Probe can now gather software information installed on these instances.
To ensure effective deduplication across these sources, we've introduced a few prerequisites that must be met.
More details here.
 

Identification of IT and Business workspaces

Category: Enterprise Service Management

Admins will now see the workspace type (IT or Business) on the workspace creation and settings pages. Additionally, they will be able to view the list of functionalities supported in each workspace and the permissions that can be granted to IT and Business agents.
 

Public API endpoints for projects & project tasks

Category: Project Management
The new public API endpoints for projects and project tasks help scale processes and streamline workflows thereby increasing efficiency. Here are the details:

  • Users can create, view, and delete Project and Project Task associations to Tickets, Changes, Problems, and Releases.
  • Users can add and update attachments to Projects and Project Tasks.
  • With API endpoints for notes, users can create, update, and delete notes for a task and view all notes against a task.
  • With the View Project Task API, users can access the most recent notes on a task.
  • Users can add one or more members to a project with the ‘Add Members’ API.


Freshservice Mobile App for Intune

Category: Mobile

Customers using Intune for mobile app management can now use the new Freshservice mobile app for Intune to impose policies on end users for improved access and security, enabling more governance over how employees use the Freshservice mobile app. If you're not using Intune, please continue to use the existing Freshservice mobile app, which offers the same capabilities.

More details here. 


Important Updates


Notices for new changes/upgrades/deprecation activities
 

The following changes will be made effective by Nov 5th, 2024. Ensure that you’re prepared for it in your Freshservice account.

  • Fair Usage Policy (FUP) for Freshservice Analytics

To ensure that all our customers have an uninterrupted, performant, and smooth reporting experience, we are implementing safeguards in some of our analytics capabilities starting Nov 5th, 2024.

Who will be impacted?

If you have created reports, data exports, or schedules in Freshservice Analytics that violate the Fair Usage Policy, you will be impacted by this change.
What do you need to do?
Ensure all your reports adhere to the FUP before Nov 5th, 2024. Follow in-product instructions displayed starting May 16th, 2024, and resolve FUP violations.

More details here.
 

  • Discontinuation of Legacy Versions of Marketplace Apps

We will discontinue legacy versions of a few Marketplace apps to ensure that you get enhanced and consistent app experiences. To ensure that these apps work as expected without disruptions, you will need to upgrade them by Nov 5th, 2024.

Who will be impacted?
You will be impacted if you are using any of the older versions of these apps.
What do you need to do?
Upgrade to the latest versions of these apps.
More details here.
 

  • Discontinuation of AWS Orchestration App

To ensure that you get both Cloud Discovery and Orchestration capabilities in a single Cloud Management app, the AWS EC2 - Orchestration app will be discontinued on Nov 5th, 2024.

Who will be impacted?

If you use the AWS EC2 - Orchestration app (for cloud asset actions and custom workflows), you will be impacted by this discontinuation.
What do you need to do?

You can install the new AWS Cloud Management app and uninstall the AWS EC2 - Orchestration app.
If you have workflows that use nodes from the Orchestration app, replace them with new nodes from the AWS Cloud Management app.
More details here.

 

  • Deprecation of the current Sandbox version

To ensure you experience the enhanced capabilities of the revamped Sandbox in Freshservice, we will be deprecating the current version of Sandbox by Nov 5th, 2024.

Who will be impacted?

You will be impacted if you have an active Sandbox created using the current version on or before Nov 5th, 2024.
What do you need to do?
If you have an active Sandbox that belongs to the current version, you can destroy or sync it to enable the revamped Sandbox version in your account.
For example, If your account has Sandboxes across three workspaces (Global, IT, and HR), destroy or sync all of them to access the revamped version.
More details here.
 

Bug Fixes

These were the product defects detected, and they have now been fixed.

  • In the drafts folder of the Knowledge base, users were not able to open the attachments. 
  • For apps discovered through Gsuite integration, users who logged in via oAuth were not listed on the Software Users page.
  • An error message appeared on the Workload Management dashboard when any work item was selected.
  • Approval reminders were not being sent to users if they were triggered in business workspaces.
  • In employee journeys, when initiators removed themselves from the initiator field in list view filters, the page broke instead of showing the requests that were accessible to them.

Hi, 

 

Has anyone else reported an issue with Ticket descriptions showing as blank as a result of the latest release? the description provided by the end user via the portal is showing as completely blank and I can’t see anything configured that would cause this. 

Great news about the status page enhancements (Use Single Sign On (SSO) for Status Page).

ENHANCEMENT REQUEST: Can you please add a component to the service portal that will pull in service status info directly to the portal for users to view?

When there is an outage, it should show details. When there is no outage, it will show all services as operational. 

Thanks for sharing your request, @leighw .

CC: @a5huto5h

Fair use policy is very vague. What is the policy? Where can I find what the policy actually is and what all violates it? The more details link does not cover all that it should cover for this kind of change.

Most of our reports are now violating it because we don’t have a date range. We want to see all data associated from all time in various situations, so we’ve removed this. This change seems like extreme shortsightedness. 

This is by far the worst way you could have handled this.

While I can understand the thought behind the new date-range limitation, there are some reports where seeing year-over-year for more than 2 years is crucial.  Without that, we’ll be back to dumping numbers into Excel to maintain reporting outside our ticketing system.

Perhaps a compromise?  Permit a special type of report that offers limited widgets but extended reporting time?  Something that can permit a more accurate feel for trends like 4-5 years?

My primary concern with the FUP, unless I am missing something, is that if I apply a date range filter to the report it impacts every widget. But if I have a mixture of graphs for Open, Resolved, and Closed tickets, I do not want the Resolved or Closed tickets to be filtered on the Open date, but the date they were Closed or Resolved (and vice versa).

 

I have added a date filter to every widget in a report and the FUP warning still applies. So even if the widgets are date restrained the report will still be deleted.

Still waiting for Fresh Service to reverse the FUP kerfuffle.

 

If this still goes live in November, I will be discussing with my representative an adjustment to payment since removing features we are paying for should be compensated with lower pricing right?

 

I am instructing my Accounts Payable effective November 2025 to reduce payments to Fresh by 20% 

 

My primary concern with the FUP, unless I am missing something, is that if I apply a date range filter to the report it impacts every widget. But if I have a mixture of graphs for Open, Resolved, and Closed tickets, I do not want the Resolved or Closed tickets to be filtered on the Open date, but the date they were Closed or Resolved (and vice versa).

 

I have added a date filter to every widget in a report and the FUP warning still applies. So even if the widgets are date restrained the report will still be deleted.

 

I was missing something - a bit of playing around has shown that the “Date Range Dimension” can be applied to different date metrics (Created Date/ Closed Date) simultaneously within the same report. But you are still restricted to 12 months.

 

The only way to I have managed to get the FUP violation to go away for a report is to tick the “Apply to all metrics in this report” - even with a separate date filter on each widget.

Bring back the Discuss feature on tickets!!

Thanks for sharing the release notes! It's great to see the new features and enhancements coming to Freshservice. The updates regarding the analytics support for lookup fields and the introduction of OAuth authentication for Freshservice APIs seem particularly promising. Looking forward to seeing how these improvements will benefit users. If you need help understanding any specific feature or have questions about the release, feel free to ask.

https://smartcalc.online/

My primary concern with the FUP, unless I am missing something, is that if I apply a date range filter to the report it impacts every widget. But if I have a mixture of graphs for Open, Resolved, and Closed tickets, I do not want the Resolved or Closed tickets to be filtered on the Open date, but the date they were Closed or Resolved (and vice versa).

 

I have added a date filter to every widget in a report and the FUP warning still applies. So even if the widgets are date restrained the report will still be deleted.

 

I was missing something - a bit of playing around has shown that the “Date Range Dimension” can be applied to different date metrics (Created Date/ Closed Date) simultaneously within the same report. But you are still restricted to 12 months.

 

The only way to I have managed to get the FUP violation to go away for a report is to tick the “Apply to all metrics in this report” - even with a separate date filter on each widget.

You are only limited to 12 months to save the report. When you go to run the report, you can set if for a longer period.

While we understand that you have some concerns around the Fair Usage Policy (FUP), please note that there is no immediate impact to your existing reports. The newly introduced FUP helps to provide an uninterrupted, fast, and smooth reporting experience for your users. Your reports will continue to load fast and the improved experience will be sustained over time.

The in-app notifications are designed to help you identify the reports that violate any policies and their corresponding limits. The on-screen banners and prompts will guide you through the resolution process. You have until 5 November, 2024 to edit your reports and resolve the FUP violations.

If you face challenges in resolving the violations or need help with specific business scenarios, please reach out to our customer support team who will be happy to assist you.

@Arunprakash @dhirendra 

Agree on all above comments.

I have a trendreport that shows data from our start with Freshservice 2021. now with this policy I am restricted to only see 24months of data in that report!? How should i get a good overview on my data if I only can show 2years of historical data?

 

I also agree on the above comments. This policy is shockingly horrible. A helpdesk is only as good as its reporting, and you have just severely limited yours. One of the main reasons we changed Helpdesks in the first place is to have better reporting to show trends year-after-year, and now we’re being limited to 24 months? Really makes us rethink using FreshService, especially when so many of your competitors do not have such a limit.

 

Agreed, the 24 month limitation is short-sighted. It’s going to be interesting to explain to our Auditors why I can’t provide an all-time dashboard summary for our Security Incident Response process anymore.

As best I can tell, there’s still no (clear) official documentation on on what the exact, specific limitations of the Fair Use Policy (FUP) actually are. As best I can tell from reading the thread, it’s a 12 month (24 month)? limitation, which has to be remediated before November 5th via… trial and error, I guess? This sort of ambiguity deeply undermines our confidence in Freshworks’ software, and as others have pointed out, Freshwork’s competitors either don’t have these kinds of limitations or they’re well documented.

While I do believe it’s fully reasonable for a software vendor to provide certain limitations on product’s abilities (to prevent certain customers from overusing resources, intentionally or not), those restrictions should be clearly specified up front. Again, I have yet to locate any such documentation, if it exists. Please feel free to link me to any official documentation I may have missed.

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