Introducing Phone Channel in Freshservice:
Now you can integrate Freshcaller with Freshservice. This enables IT teams to receive and make calls from within Freshservice. It comes with a lot of goodness, such as
Converting voicemails to tickets
Records all calls and adds them to a new ticket or an existing ticket
Reduce ticket volume with pre-recorded messages and an IVR to automate routing
Agents can see the most recent tickets of he caller in the same screen.
Plethora of other features.
Solution Article on how to setup the integration.
Asset Label Designer App:
Asset labels can be very handy to quickly identify a device. The new asset label designer app allows you to design labels that contain more than just the asset barcode. You can add additional information as free text or show device specific information such as the device location, serial number and IP Address in addition to a barcode and an image. Once the label is designed, you can select multiple assets and print the labels in one go. More info on this app here.
Enhancements:
Vendor API: Introducing API v2 for Vendors. You can now perform Create, Update, Delete, View and List Vendor operations using APIs. More info on this here.
Product API: Introducing v2 APIs to list all Products and view Product. More info on this here.
Bug Fixes:
Service Catalog: A service category chosen showed catalog items that did not belong to the category. If the same category is chosen again, the additional items disappeared. This has been fixed.
Text Editor: When a text is hyperlinked, an additional HTTPS:// was appended in front of an already present HTTPS://. This has been fixed.
Announcements: The option to send emails to requester groups was not working in announcements. This has been fixed
Custom Reports: Tabular data was not getting generated for "group by date condition" for Non-English languages.