Release notes

Freshservice Release Notes - May 2024

Related products: Freshservice
Freshservice Release Notes - May 2024

 

Important Update: The analytics support for lookup fields has been delayed and will now be made available in a phased manner between June 15th to 30th 2024, 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 in a phased manner between June 15th to 30th 2024, 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 FW Team,

Freshservice Mobile App for Intune article seems to have restricted access or the link is incorrect. 

https://support.freshservice.com/en/support/solutions/articles/50000009905-intune-app-protection-policy-for-freshservice-mobile-apps?_gl=1*2c5zyk*_gcl_au*MTUzOTY0NzQ3My4xNzEwMTU2Nzc5


Hi,

Please can a Resolve button be implemented into the page that displays a current ticket you’re viewing? Last month’s release made it possible to hide the Close button which is great because this isn’t standard ITIL. However, it feels that this button should just be replaced with a Resolve button, rather than having to rely on an app (Quick Resolver) or scrolling down the Properties panel to set the Status from Open to Resolved…


 

 

Hi Helga,

Apologies for this. We have updated the link. You can access it here- https://support.freshservice.com/en/support/solutions/articles/50000009905-intune-app-protection-policy-for-freshservice-mobile-apps?_gl=1*1u82m0r*_gcl_au*MTcwNTE1ODcwMi4xNzE0NDc3ODY5

 


The new sandbox is not available for us right now despite what is being said here and I've been told that it is not live yet.

Are you planning on updating the release notes to inform customers of this?

When is the new sandbox actually going to be live?


The new sandbox is not available for us right now despite what is being said here and I've been told that it is not live yet.

Are you planning on updating the release notes to inform customers of this?

When is the new sandbox actually going to be live?

Phased launch of the revamped Sandbox | Freshworks Community


The new sandbox is not available for us right now despite what is being said here and I've been told that it is not live yet.

Are you planning on updating the release notes to inform customers of this?

When is the new sandbox actually going to be live?

Phased launch of the revamped Sandbox | Freshworks Community

But yeah, Thanks for the unhelpful reply 


The new sandbox is not available for us right now despite what is being said here and I've been told that it is not live yet.

Are you planning on updating the release notes to inform customers of this?

When is the new sandbox actually going to be live?

Hey @LilianeBat Here’s the update:

The new Sandbox will be rolled out for Enterprise plan customers in batches starting early next week. We chose this approach to ensure a seamless transition for everyone.

The complete Sandbox Knowledge Base is now available.

For all Sandbox users on the current version, the deprecation timelines remain as mentioned in our May Release Notes.


When will the new enhancements for the Status Pages be rolled out to Enterprise customers?


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.


When will the new enhancements for the Status Pages be rolled out to Enterprise customers?

Hi @mattdurant all enhancements for Pro and Enterprise plans are rolled out by the end of the month.


I have a huge concern with the FUP policy being introduced. There is limited information on what this is.

Today as i can see this in our platform all our reports are highlighted a violating the FUP which is extremely concerning and for me is reducing a service or introducing a limitation to the product

There needs to be clear guidance on what this means for example:

Is there a limit on the number of widgets per page

Is there a limit on the number of tabs 

Is there a limit on the number of filters you can apply

This contradicts direction and a release in January for example ‘Larger reporting canvas in Freshservice Analytics

Freshservice Release Notes - Jan 2024 | Freshworks Community

‘Users will now be able to accommodate and view more widgets on each report page. The Freshservice Analytics Unified Report Builder is getting upgraded to a 36x36 grid layout which is a 3X increase as compared to its current size.

Reports can now be made even more comprehensive as more widgets can be accommodated on a single page, thus reducing toggling between pages.’

 

Im sure this would be the message from alot of other customers and i would suggest speaking to customers about this as this would be a huge challenge for all. 


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.

I support this message


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.

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?


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.


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.

This is our companies exact same scenario and thoughts. This lack of foresight and limitation will make us move away from FreshService and go with ZenDesk or Jira.


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.

Seems like Fresh has decided instead of expanding their back end power to handle the load of Analytics, they’re instituting limits to Analytics instead.

 

This is a BREAKING CHANGE and I can only recommend opening support tickets to evidence to them why this change is bad.

 

I currently have 55+ ‘violations’ that I cannot (and will not) fix because they’re reports we need for our obligations (regulators, auditors and government) and the changes that the FUP wants to force renders Fresh Service’s analytics module useless now to me for these reports. 

 

The FUP needs to be rolled back and is completely the WRONG way of putting rails on users. If I cannot do my job because of these reporting limits, I have no choice but to look elsewhere. Fresh Service will need to reduce the cost of our licenses since the Analytics module is now fundamentally limited in functionality with these changes.

 

This change si short sightedness and feels like it’s being pushed by accounting than product development.

 

 

I will under no circumstances change date ranges of our reports to keep all reports under 24 months. I will also under no circumstances be able to apply report wide date filters to many reports that have numerous different date ranges included for our executives. 

 

what a horrible, not thought out, customer antagonistic change. 

 

It needs to be turned off and rolled back completely.


I completely agree. The FUP policy is an extremely short sighted and stupid change. It is so limiting.

It needs to be removed.

 

I would have to setup regular data exports of all our tickets into an external analytics tool to make proper reports from now on.


As others have said, where is the explicit guidelines for the FUP? Your “more details” page does not provide more detail. This seems extremely rushed.  You keep taking away feature after feature or moving features, that were included in our plan, to paid add-ons making the value of your product decrease. Like others we are going to start looking elsewhere. 


To overcome the FUP limitation I have now added a “Report Filter” over all my reports with a slider which defaults to 1 year and including a warning text. But as soon someone needs a reports the slider can be moved easily. The slider can be max 15 years as it looks like. This somehow solved my limitation:

 


The ‘Custom objects and lookup field enhancements’ were much awaited. Thanks for delivering it. Cheers.


Can we get code blocks please? Tables? ALL text input fields are seriously lacking formatting options.  Please use something like the reply box at the bottom of this page. 

PLEASE


Can we get code blocks please? Tables? ALL text input fields are seriously lacking formatting options.  Please use something like the reply box at the bottom of this page. 

PLEASE

or the standard for such things: a Markdown editor


Hi,

Please can a Resolve button be implemented into the page that displays a current ticket you’re viewing? Last month’s release made it possible to hide the Close button which is great because this isn’t standard ITIL. However, it feels that this button should just be replaced with a Resolve button, rather than having to rely on an app (Quick Resolver) or scrolling down the Properties panel to set the Status from Open to Resolved…

Nice! I must have missed this update, and have some short follow-up questions:
How do I disable the Close-button? Do I need to use a business rule, or is the setting hidden somewhere?


**Freshservice Release Notes - May 2024**

Key updates this month:

- **New Features**: Enhanced AI support assistant, improved asset management dashboard.
- **Improvements**: Faster ticket resolution times, streamlined workflow automations.
- **Bug Fixes**: Resolved issues with notifications and report generation.

Stay productive with these latest enhancements!


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.

Have to agree, after applying the mandatory changes rgd. date range applied to all graphs, data displayed gets seriously distorted in many of the reports and hence those reports become useless, i have reverted back to the good old ‘export and use excel to get it done right!’ method now, unfortunately just another ‘downgrade' in a system that offers less and less usefulness with every month passing.