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