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Important update: 
The release of Jira SaaS Integration has changed and will now be available on November 15th, 2024.

Note: All the features/enhancements below will be available on Starter and Growth plans on October 15th, 2024 & on Pro and Enterprise plans on October 28th, 2024.

Product version: 2024.R10L.01

 

New Features and Enhancements


Enhanced Freddy Copilot Reporting

Category: IT Service Management

Freddy Copilot's usage data is now integrated as a module within Analytics, allowing for the creation of custom reports. You can monitor usage across different features, users, and associated entities like tickets and articles. The updated report now includes:

  • Analytics for additional Freddy Copilot features such as Translator and Writing Assistant.
  • The option to select multiple values using interactive filters on curated reports.

Note: This update will replace your existing Freddy Copilot report, so your existing customizations will be lost. 

More details here.


Intent-based Reply Suggestions  

Category: IT Service Management

The Freddy Copilot reply suggester now offers extended assistance to agents throughout the ticket lifecycle. Responses are not only based on the resolution but on the overall intent of the inquiry, making replies more relevant and aligned with the needs.

More details here.

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Consumption of day passes and usage history  

Category: IT Service Management

Previously, day passes were sometimes used when occasional agents logged into Freshservice and accessed the requester portal. Now, we’ve introduced two significant enhancements to prevent unintended day pass usage and provide clear visibility into day pass activity.

  • Occasional agents will receive a prompt before consuming a day pass when switching from the requester portal to the agent portal.
  • Admins can now access a detailed usage history, including day passes issued by Freshservice support, purchases, and consumption records.

More details here.

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Requester and Agent data export access controls

Category: IT Service Management
Admins can now control whether agents can export agents' and requestors' data. With the introduction of new privileges, ‘Export Requesers’ and ‘Export Agents,’ an admin can restrict user data export, thereby avoiding unnecessary exposure of users' personal information.

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Restrict API key access for agents

Category: IT Service Management

Admins can now restrict agents' access to and usage of API key. When API key of an agent is disabled the APIs will return an error when that agent’s API key is used to make an API request. Restricting agent’s access to API key ensures optimal usage within the API rate limits for relevant apps, integrations and contributes to overall system security.

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Export reports with real-time filters in Analytics

Category: IT Service Management
Users can now export reports and widgets in PDF formats with current interactive filter views. Unlike earlier, the desired interactive filter views need not be saved to download or email a report or widget, making the whole Analytics experience more intuitive.
More details here.

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Set custom incident/major incident values in alert workflows

Category: IT Operations Management

Users can now set and update values for incident and major incident custom fields directly within the action node in alert workflows. Additionally, these fields can be dynamically updated based on alert conditions, providing greater control and flexibility in managing incidents.
 

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Minimize situational noise with alert suppression

Category: IT Operations Management
With the new Alert Suppression feature, users can now prevent alerts from creating incidents or triggering notifications for known production issues. Alerts can be suppressed in the following ways:

  • Manually suppress individual alerts from the alert details page or suppress multiple alerts in bulk from the alerts list.

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  • Automatically suppress alerts via workflows that meet the conditions defined in the workflow’s condition nodes.

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Modify on-call email notifications 

Category: IT Operations Management
Admins can now customize the email notifications sent to on-call agents about ongoing
escalations. They can now include relevant information such as Standard Operating Procedures (SOPs), checklists, and other personalized content to help agents respond more effectively.

Note: To ensure that crucial notifications are consistently sent to the appropriate team members and stakeholders, the options ‘Notify On-Call Agents About an Ongoing Incident’ and ‘Notify Stakeholders When an Incident Is Assigned to an On-Call Group’ now remain enabled and cannot be turned off.

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Modify incident end time when resolving a Status page Incident

Category: IT Operations Management
Agents can now specify the date and time when the Status page incident was resolved. They can also edit the resolution date and time for a resolved incident. This allows agents to set the correct resolution time for incidents. For instance, if an incident was resolved overnight while the agent was unavailable, they can update the status page the following morning with the exact time-stamp information of when the incident was resolved.


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Jira SaaS Integration

Category: IT Asset Management

Introducing Jira direct integration, offering comprehensive license usage tracking and advanced discovery of all Jira users. This enhances the management of Jira licenses and utilization at the organizational level. It will be available via an update of the existing Jira Orch App.

Key capabilities include:

  • Discovery: Comprehensive discovery of all JIRA users.
  • License Management: Track license consumption, and entitlements by adding Jira Contract.
  • Usage Monitoring: Monitor login-based and granular activity based usage enabling license harvesting from inactive users.
  • ​​​​​​​Orchestration: Automate user de-provisioning via Software Workflows for improved license management.

Important update: 
The release of Jira SaaS Integration has changed and will now be available on November 15th, 2024.


Upgraded .NET for Linux and Mac agents

Category: IT Asset Management
We've upgraded to the latest version of .NET 8 for our Linux and Mac agents. This enhancement strengthens security and ensures improved performance, providing more stability and support for future updates.


Unique URLs for Project Reports

Category: Project Management
With unique URLs for each project report, users will be able to bookmark individual reports for future reference easily. Users can also share project reports with relevant stakeholders via unique URLs, making report sharing and accessibility seamless.


Curated Report on Project Agile Metrics

Category: Project Management

With out-of-the-box curated reports on agile metrics like lead time, cycle time and time spent in status, users can identify bottlenecks in processes with quick insights. This gives users the ability to rectify and improve process gaps in projects.

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Integrate Freshservice with your Mobile app 

Category: Mobile
Users can now easily integrate the Freshservice mobile app with their in-house app through an SDK, giving requesters seamless access to support on Freshservice without needing to switch apps. This provides a unified, single-app experience for employees, boosting productivity.
More details here.

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New HCM Connector Apps to Automate Key Employee Workflows 

Category: Apps & Integrations

New HCM Connector Apps: UKG, ADP(BETA), Workable, Personio, Paylocity(BETA), and HiBob(BETA).

Integrating Freshservice and the HCM systems allows enterprise service teams to automate service delivery across the organization. The integration enables HR teams to automate critical employee workflows such as onboarding and offboarding based on new hire or termination data available on the HCM system. And aid seamless data sync on Freshservice based on details from the HCM system to establish a single source of truth. 

More details here.


Integrate Smartsheet with Freshservice 

Category: Apps & Integrations

Enable easy association of project tasks in Smartsheet with Freshservice Incident and Change tickets. Automate information sync between linked tickets in both systems. Allow agents to access project-specific information related to any ticket through the Smartsheet widget.

More details here.


Integrate Amazon Connect with Freshservice 

Category: Apps & Integrations

The Freshservice integration with the Amazon Connect App offers an efficient solution for seamless call management. It ensures that every customer interaction is logged and accessible within Freshservice. Agents can create or update tickets based on phone conversations to organize all call-related information within associated tickets.

More details here.


Integrate Tanium with Freshservice 

Category: Apps & Integrations

The integration between Freshservice and Tanium allows IT service management teams to keep track of all the assets in one place. The asset sync enables agents to get additional context about devices mapped to the requester while resolving tickets. Assets can be synced from Tanium to Freshservice at a specific window.

More details here.

 

Enable Auto-recharge for Connector Apps 

Category: Apps & Integrations

If you use Connector Apps, enable auto-recharge to ensure workflows do not stop due to task exhaustion. You can enable this in the plans & billing section within the Connector Apps tasks Add-on. Whenever the task balance falls below 1000, additional tasks will be added to the account based on the number of packs chosen while enabling auto-recharge. One task pack consists of 2500 tasks.
 

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.

  • 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. Please note that there is no immediate impact to your existing reports. You can continue to create and edit reports without any restrictions.
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

This was the product defect detected, and it have now been fixed.

  • Fix for incorrect Custom Object lookup behaviour - duplicate values in workflow reader node output. More details here. (Note: This change will be available in November 2024).

Very excited about the new freddy changes and the smartsheet integration is huge for our company. Great patch notes!!

Still no Onboarding module development releases. Still cannot sort by ‘Start Date’ or any other custom field in the main view. Very dissapointing as i was told it was on the road map. Will probably have to give up using it and revert to managing as a normal ticket.😠

Still no Onboarding module development releases. Still cannot sort by ‘Start Date’ or any other custom field in the main view. Very dissapointing as i was told it was on the road map. Will probably have to give up using it and revert to managing as a normal ticket.😠

I agree there are modules within freshservice that need work and are on the roadmap but they deliver capability like smartsheet integration when their project module needs work. 

There seems to be no consistency in design, some screens i can sort others i can’t. Only been on the product three months and already frustrated.

Still no Onboarding module development releases. Still cannot sort by ‘Start Date’ or any other custom field in the main view. Very dissapointing as i was told it was on the road map. Will probably have to give up using it and revert to managing as a normal ticket.😠

And still no update to the workflow language, e.g. loops and the ability to call a procedure. Still no way to export tasks, or reactivate users based on their active directory status. Still getting popup alerts and confirmations that block functional buttons. 

I keep seeing the phrase “fair usage policy”, but I can’t seem to find what this actually means.  Is there a link that actually states what the policy is?

Fair Usage Policy (FUP) for Freshservice Analytics : Freshservice

Fair Usage Policy (FUP) for Freshservice Analytics : Freshservice

thanks, but that’s not the policy, it’s an announcement of the policy. What are the analytic safeguards they refer to?

@JTAVOLARO that’s the extent of what I’ve been able to find. I am still waiting for the specifics from our Account Manager. 

Thanks for the detailed release notes! The new features, particularly the enhanced Freddy Copilot reporting and intent-based reply suggestions, seem like excellent additions. The ability to create custom reports based on Freddy Copilot's usage data can be incredibly useful when managing educational data, such as tracking student performance or handling exam board results efficiently. Integrating tools like Smartsheet and Amazon Connect further improves the automation of workflows, which can be beneficial for institutions handling large-scale data related to educational results. Looking forward to exploring these updates further!

Still no Onboarding module development releases. Still cannot sort by ‘Start Date’ or any other custom field in the main view. Very dissapointing as i was told it was on the road map. Will probably have to give up using it and revert to managing as a normal ticket.😠

Yep and the API is still broken when adding attachments. Reported it back in February

How can we disable the intent-based reply generation for good? We don’t intent to use it and are not holding the correct license for it anyways.

 

Why is it still at the bottom of the reply field but just greyed out?

Can someone please elaborate on the bug fix for the custom objects? 

Please invest into the Onboarding/Offboarding modules. So may gaps still for a module that’s been out for a while

Was there something done to how the “My backlog score card” is displaying data? 

As it is not what it used to be when looking at the My Dashboard.

Can someone please elaborate on the bug fix for the custom objects? 

Hey @jennifer

Please find details here. (Note: This change will be available in November 2024).

i find so many modules half baked, they are almost there, but being they are not complete they are either not usable, or so many workarounds its just easier doing it some other way.  We have now invested time in power automate as we don’t have time for some of these things to be completed for our automation. Contracts needs notes field, there needs to be a way to schedule your day. and that is not mess with the “due date”, and even if you mess with the date the view defaults not a view that is useful to us.  Many other ticketing systems have these features. Assets need to be assigned by the discovery agent to the user, 

I keep seeing the phrase “fair usage policy”, but I can’t seem to find what this actually means.  Is there a link that actually states what the policy is?

It’s inside of Freshservice > Analytics

The link is https://support.freshservice.com/en/support/solutions/articles/50000009919-fair-usage-policy-fup-for-freshservice-analytics

What is FUP and why are we implementing it?
We are implementing safeguards in some of our analytics capabilities to ensure that all our customers have an uninterrupted, performant, and smooth reporting experience. 

 

Smells like there are some customers using more than their fair share of CPU and RAM resources because their reports are bloated?

 

i find so many modules half baked, they are almost there, but being they are not complete they are either not usable, or so many workarounds its just easier doing it some other way.

 

My response/approach to when I work on implementing/building something new or am responding to feedback from our users is typically “Freshservice is 80% of a full product” - it seems most things provide ALMOST everything we need, but fall flat in the last 10-20% We have a long list of where the gaps are hindering us, and have had to come up with some creative solutions or just deal with the gaps. I have worked in software development in the past, so I understand why things are the way they are. I like seeing all the updates, but it really does feel like we are operating with a “minimum viable product” where it is ‘working sufficiently enough for the product team to have moved on to more exciting things’. 

id like to see the ability to add reminders/automated emails for tickets so that a reminder can be automatically sent at the agents request for a certain time/date for items such as re-enabling a user on leave or other future time/date tickets.

id like to see the ability to add reminders/automated emails for tickets so that a reminder can be automatically sent at the agents request for a certain time/date for items such as re-enabling a user on leave or other future time/date tickets.

FYI there is a workaround that we have implemented, however it requires 3 fields to be added.

  1. Tick box to follow up later
  2. Date Field of when you need the follow up
  3. Notes field

Then we added a workflow that runs daily that looks for any tickets with the box ticked AND the date field is in the past. This does the below 2 actions

  1. Re-opens the ticket 
  2. Adds a note with the details from the notes field

not hugely elegant, but works pretty good… our previous ticketing system did the exact same functionality OOB, but FreshService does not. 

Thanks for the detailed release notes! The new features, particularly the enhanced Freddy Copilot reporting and intent-based reply suggestions, seem like excellent additions. The ability to create custom reports based on Freddy Copilot's usage data can be incredibly useful when managing educational data, such as tracking student performance or handling exam board results efficiently. Integrating tools like Smartsheet and Amazon Connect further improves the automation of workflows, which can be beneficial for institutions handling large-scale data related to educational results. Looking forward to exploring these updates further!

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