Product Updates

Drop your answers as comments, answers will be revealed mid next week!  ACROSS3. A field to capture/assign urgency4. You do everything to increase this score6. Be on time7. Try and test new configurations8. Enable customers to help themselves DOWN1. Assess customers' emotions from their tickets2. An occasional agent’s necessity3. Customers come here to raise tickets5. To automatically follow updates on a ticket, you become a ___ ?9. Let AI do its magic!

Note: All the features/enhancements below will be available on Starter and Growth plans on Apr 16th, 2024 & on Pro and Enterprise plans on Apr 29th, 2024.Product version: 2024.R04L.01New Features and Enhancements Ticket List View Enhancements Enhanced Reply Suggester Granular permission controls for service item fields and approvals  Improved collaboration with ticket sharing Availability of conversation import for Slack Resolution note enhancements  Introducing the Revamped Sandbox  Requester Audit Log Enhancements  Explore a Modern View for Changes Save custom views for alerts Closure rules for major incident ticket type Kubernetes Cloud Discovery Discovery Probe 5.3.0 Jamf Marketplace App with OAuth Authentication  Take Action on AWS Cloud Assets  Enhancements to users table in Software details page APIs for Employee Offboarding Enhancements in parent-child ticket relationships Business rules enhancement Workflow Automator Enhancements Important updates Reminders for upcoming upgrades and deprecations Follow-up to our “Notices for new upgrades/migration activities” communication sent in Nov 2023.The following change will be made effective by May 2024. Ensure that you’re prepared for it in your Freshservice account. Bug Fixes New Features and EnhancementsTicket List View EnhancementsCategory: IT Service ManagementTicket list views have been revamped to enhance flexibility and cater to user preferences:Sorting has been extended to additional fields like dropdowns, dates, checkboxes, etc.  Customize the number of ticket records displayed per page, ranging from 30 to 100. Introduce advanced filters with field type exclusions, association-based filtering, and the option to match all/any conditions. Pro and Enterprise customers can use filters to identify tickets associated with incidents that have been published to the status page. Note: Depending on the volume of tickets in your account, the rollout of these enhancements may be phased, with access expected within four to six weeks. More details here.  Enhanced Reply SuggesterCategory: IT Service ManagementFreddy Copilot Reply Suggester now recommends responses based on the resolution of similar tickets in the past, expanding beyond the knowledge base.More details here. Granular permission controls for service item fields and approvals Category: IT Service Management To enhance permission control, we've implemented the following updates for service items and approvals:Admins must have 'Cancel approval' permission within 'Edit ticket properties -> Edit approval' permissions to cancel pending approvals. Previously, the ‘Play god’ permission was required to execute this action.  Admins require 'Delete service item fields' permission within 'Edit service item' permissions to delete service item fields. Previously, the permission 'Create/Edit Service Items/Service Category' was sufficient to perform this action.Improved collaboration with ticket sharingCategory: IT Service Management To improve collaboration within Freshservice, we have introduced the following capabilities to share tickets with agents and requesters. Tickets can be shared with agents to view public and included conversations (from/to/cc/bcc)  The ability to unshare tickets for both agents and requesters Improved email notifications for shared tickets on ticket activities and developments Easily share tickets with specific agents by @mentioning them in ticket conversations Automatic ticket sharing with workflow automation Users now have visibility into the public and include conversations (from/to/cc/bcc) when a ticket is shared with them. More details here. Availability of conversation import for SlackCategory: IT Service Management The ability to import conversations from Slack to Freshservice has been delayed due to pending approvals from Slack since our previous communication in February. This capability will now be available by the end of April.More details here. Resolution note enhancements Category: IT Service Management Users can now search for tickets based on resolution note content, ensuring swift access to relevant information. Additionally, resolution notes will be made available in print view for enhanced accessibility and documentation.More details here. Introducing the Revamped Sandbox Category: IT Service ManagementUsers can now create perpetual sandboxes and sync changes selectively and bi-directionally with the revamped Sandbox.Note:Customers with active Sandboxes that were created before 30 April 2024 must sync or destroy them to gain access to the latest version. Support for the older version will be limited. Learn more. This feature will be available only on the Enterprise plan.More details here.Requester Audit Log Enhancements Category: IT Service ManagementWith this enhancement, the identity of an agent (who assumes the identity of a requester and performs actions like updating the requester’s profile or any action that generates an audit log), is displayed under ‘Performed by’. This new audit log can be found in Admin > Audit log. Explore a Modern View for ChangesCategory: IT service managementTo enhance your service desk experience, we have redesigned the change view to a more modern and scalable experience. Starting from April 29th we will introduce this new view for you to explore in phases. You can toggle between the classic view and the modern view for the next 30 days. Once the 30-day period ends, the modern view will be enabled as the default option for all users. Key features of the new UI include:New features  A more scalable and accessible framework to work with  Tweaks to boost the overall experience Improved access to applications and properties filterMore details here. Save custom views for alertsCategory: IT Operations ManagementUsers now have the power to create and save custom views tailored to their needs. This allows users to easily access the alerts most relevant to them by limiting the visibility to just themselves or all agents. Additionally, users can now apply additional filters on ticket association. Plus, with the ability to acknowledge alerts in bulk, handling multiple alerts is now more efficient than ever before.Closure rules for major incident ticket typeCategory: IT Operations ManagementStreamline major incident management process with closure rules that include Post Incident report completion, addition of resolution notes, time entries, completion of associated tasks, and closure or resolution of child tickets. This enhancement improves consistency in major incident management, making way for deeper insights.Kubernetes Cloud DiscoveryCategory: IT Asset ManagementIntroducing the marketplace app for Kubernetes Cloud Discovery. Agents can now discover and manage virtual assets across their AWS cluster accounts and sync them to Freshservice CMDB.The resources discovered include:Namespace, Node, Job, Service, Deployment, ConfigMap, CronJob, ReplicaSet, StatefulSet, DaemonSet, Pod.More details here.Discovery Probe 5.3.0Category: IT Asset ManagementDiscovery Probe 5.3.0 now includes performance improvements to prevent SQL injection attacks, ensuring a more secure environment for your data and applications.More details here. Jamf Marketplace App with OAuth Authentication Category: IT Asset ManagementAdmins can now use the new Jamf for Freshservice app with OAuth authentication for enhanced security and streamlined connectivity.With this integration, admins canAuthenticate Securely: OAuth authentication ensures a secure and seamless login process. Sync Apple Ecosystem Devices: Enable organizations on the Apple ecosystem to sync their macOS, iOS, and tvOS devices managed by Jamf Pro into Freshservice asset management. View Comprehensive Asset Dashboard: Offers a single pane of glass for asset managers to view all devices in Freshservice, including those fetched from Jamf.More info here. Take Action on AWS Cloud Assets Category: IT Asset ManagementWith the new  “Take Action” functionality for AWS Cloud assets, agents can perform quick actions on AWS Cloud assets directly from Freshservice cloud inventory and Incident page. This eliminates the hassle of switching between multiple cloud applications to perform everyday actions. With this functionality, agents canTake quick actions such as powering on/off, restarting, resizing, etc., on your cloud assets directly within Freshservice’s cloud inventory. Automatically identify impacted assets of an Incident and minimize resolution time by taking remediation action with a single click,Note: The AWS Cloud Discovery application has now been renamed and updated to the AWS Cloud Management app. With this new update, users can benefit from Cloud Discovery and Orchestration features from the same application. Please ensure to grant specific asset-level permissions for the Cloud Take Action feature. More details here.Enhancements to users table in Software details pageCategory: IT Asset ManagementAsset Managers can now search, sort and filter for all the fields of the software users table including the dynamic additional data fields.More details here.APIs for Employee OffboardingCategory: Freshservice for Business TeamsWith APIs for Offboarding, admins will now be able to streamline employee departures by automating workflows involved in the relieving process. These APIs facilitate the automated creation of offboarding requests and provide access to view existing requests and associated tickets. More details here.Enhancements in parent-child ticket relationshipsCategory: Freshservice for Business TeamsAgents will now be able to add any type of ticket as a child ticket to any other type of ticket. This would foster stronger collaboration between IT and different business teams by linking dependent action items with such ticket relationships. Newly introduced ticket relationships are ‘Incident’ / ‘Major Incident’ (parent) and ‘Service Request’/’Case’/’Query’/’Issue’/”Request’ (child) and vice-versa. More details here.Business rules enhancementCategory:  Workflows/AutomationAdmins can now hide the status field in ticket forms using business rules. This enhancement provides greater flexibility and customization for managing ticket statuses based on user roles and groups.Impact Areas:When a business rule is set to hide certain statuses for specific users, the following UI areas will be affected:New Ticket Creation Page: The status field will be hidden according to the specified business rule.   Ticket Details Page: The status field will be hidden based on the defined business rule.   Reply To and Add Note Option: The status field will not be visible if the "close" status is disabled for that user.   Close Option in Top Right: The "close" option will be hidden if the "close" status is disabled for the user.  Workflow Automator EnhancementsCategory: Workflows/AutomationWe have introduced a couple of enhancements to "Event" block in the workflow automator. Firstly, with the addition of the new event, "Department is updated”, admins now can define workflow triggers based on changes to the department.For instance, when a department is updated for an employee, admins can set up a workflow trigger to automatically send notifications, modify service assignments, or make other relevant configurations based on the updated department information.Additionally, admins can now easily define workflow events from Lookup dropdown fields with the new " Any to Any" option, eliminating the need for static "from" and "to" values. This enhancement offers greater flexibility and simplifies the process of setting up workflow conditions. Important updatesReminders for upcoming upgrades and deprecationsFollow-up to our “Notices for new upgrades/migration activities” communication sent in Nov 2023.The following change will be made effective by May 2024. Ensure that you’re prepared for it in your Freshservice account. [Rollback] Incremental Data Exports in FreshserviceWe will NOT be upgrading to Incremental Data Exports from May 1st, 2024 as communicated in November, 2023 and will continue to support Full Data Exports until further notice.What can you do?If you are currently exporting large data volumes and would prefer a faster way to get your data exports, we encourage you to try Incremental DataExports. Please reach out to us at support@freshservice.com and we will enable it for you.More details here. Discontinuation of the legacy Slack Servicebot App As the new Servicebot supports enhanced capabilities, the legacy version of Slack Servicebot app will be discontinued by May 1, 2024Who will be impacted?If you are currently using legacy Slack Servicebot app for ticket notifications, you will be impacted by this deprecation. What can you do?Please install our new Servicebot from the Freshservice Marketplace. More details here. Discontinuation of Conversational UIAs Freshservice prepares to focus only on the latest version of the support portal and collaboration platforms like Slack and MS Teams., the legacy Conversational UI platform will be discontinued by May 1, 2024.Who will be impacted?If your employees currently use the legacy Conversational UI interface of the support portal for their everyday requests and interactions with Freshservice, you will be impacted by this discontinuation. What can you do?You can choose from any of the following options:  Freshservice No-code portal Virtual Agent Freshchat Integration Use the Freshservice Support portal & make it your own with our intuitive no-code customization capabilities.   No-code Designer Portal   Leverage our Virtual Agent which offers support within collaboration apps like Slack and MS Teams.   Setting up Servicebot for Slack Getting started with Servicebot for MS Teams  Explore our Freshchat widget integration within your Freshservice portal at a small additional cost, and get live chat support.   Freshchat Integration   If you have specific use cases that you would want us to help you with, please reach your customer success manager, or write to us at support@freshservice.com.More details here. Discontinuation of Canned Response Suggester & Solution Article SuggesterSince the new Reply Suggester, which is part of our currently available Freddy Copilot offering, is an enhanced version of both the Canned Response Suggester (CRS) and Solution Article Suggester (SAS), and can perform more meaningful actions, these will be discontinued by May 1, 2024.Who will be impacted?If you were using either CRS or SAS, you will be impacted by this discontinuation. What can you do?Try out the Reply Suggester feature in Freddy Copilot. It is available as a part of the Freddy Copilot paid add-on. Note: Users will be able to create and use canned responses and solution articles. Only the ‘suggester’ (that intuitively suggests responses or articles) will be discontinued.If you have further queries, please write to us at support@freshservice.com. More details here. Bug FixesThese were the product defects detected, and they have now been fixed.Business rules to hide bundled service items were not working as expected, in the Agent Service Request page.  On-call notifications were not getting triggered in some cases when the agent group was re-assigned using a workflow. Fixed an issue where on-call notifications were not triggered in a few cases where incidents were getting updated via alert rules. Changes made to the Planning field were not reflected on the mobile app.  ‘Copy URL’ on Project Tasks earlier displayed an internal URL, now it correctly displays the the account URL/domain.   Effort allocation for Tickets in Workload Management earlier did not reflect any changes when the planned (start/end) dates were modified.

Bug fixesThese were the bugs detected, and they’ve now been fixed. Some agents reported a sudden decrease in credits. Some agents observed two calls being connected to the same agent.  

 New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All Below features and enhancements are available to all customers from March 31, 2024.  Phone channels page updateThree of our latest telephony integrations (Dialpad, Amazon Connect, and Five9) are now listed on the Phone Channels page for easier discoverability.More details here.  Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Email bot for Freshchat (Freddy Self Service)Your bots will respond and deflect repetitive, low-touch questions on the email channel of Freshchat with the most relevant solution articles. Narrow down FAQs (Freddy Self-Service)Offer personalized responses to customers by narrowing down the FAQs for your bots to use based on properties (user, conversation, or bot variables). Bug fixesThese were the bugs detected, and they’ve now been fixed. Team Inbox bugsAgents are unable to append conversations to existing tickets as the Select label option is not functioning. In the Post resolution quality coach section, the name of the Account Admin along with the Agent is displayed, although the Account Admin did not handle the conversation. Conversations get assigned to inactive Agents instead of Active ones. Some Agents are unable to remove attached files when the chat widget is in compact view as the delete button is hidden. Unable to tag Agents on private notes for some WhatsApp conversations. Emojis sent from Slack are not displaying correctly on Freshchat. Formatted texts sent from Slack are not displaying correctly on Freshchat. Some Agents have observed that there is text misalignment when the conversation subject is long. Some agents can only view a few conversations out of many that appear in search results. Some Agents reported that the count for certain views is continuously loading. Admin Experience bugsSome Agents have not received scheduled reports set to be sent daily. While adding a transparent logo to bots, some Agents observed a faint logo of the user beneath the bot logo. Bot bugsFailure in importing bots. Mismatch in Conversation Status between Chat and Bot. Display order is skipped in the Flows page when a template with Resend OTP Module is imported twice. Enabling NLP from the banner in the Omni account fails if "Learn from FAQs" is enabled. Resend OTP quick action is missing while importing OTP dialog. Error banner not displayed for button text exceeding 20 characters in unpublished bot version. Bot variables are not updated while changing values in Set Property Node action. Templates imported from Freshsales instance missing while filtering. Duplication of Flows while cloning Node groups with configured Natural Language Feedback. Inconsistent phone number validation between chat and bot. Conversation widget template bot preview fails to load for the second time. Bot incorrectly considers the Yes/No button on the Ask feature as feedback. Incorrect customer update events sent before name validation. Customer name property updates despite the invalid name input. Flows are invisible while executing actions with group assignment. Unable to migrate bots with more than one answer bots.  

 Upcoming Features and Enhancements Bug fixesUpcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Exclude tickets from list view easilyYou can exclude specific tickets from ticket view easily with a new filter added to the default and custom filter menu. All-new Analytics HomepageAn all-new homepage for a seamless user experience with easy access to reports, trash, and an option to favorite reports and widgets. Multi-schedule ReportsSchedule the reports to be delivered to multiple stakeholders at different frequencies without the need to clone reports. Custom metrics shortcuts in Analytics Create custom metrics effortlessly from within the respective reports without the need to constantly navigate back and forth. Bug fixesThese were the bugs detected, and they’ve now been fixed. Agent experience bugsArticle preview fails to load in the secondary portal. Customer profile link on the portal fails to load. Failure to reply to tweets due to cache refresh while adding a new Twitter handle. Resolution SLA on Omni dashboard displays number instead of percentage. Deactivated agent on the Freshdesk instance is not replicated on Chat within the Omni account. Survey responses incorrectly display analytics for merged tickets. Ticket replies create new tickets due to ticket ID removal. Emails are sent despite exceeding the maximum attachment limit. Ticket list page includes deactivated agents and displays incorrect agent count within Groups. Agents retain access to To-Do tasks in the Dashboard despite Group changes. Mismatch between Arcade Badge Names and Images.Automation bugsFailure to execute automation rules for events with advanced CSAT setup. Automation rule incorrectly assigns tickets to deactivated agents.Integration bugsUnable to navigate to the Onedrive login page with Freshdesk-OneDrive integration. Incorrect display of animation in SurveyMonkey despite having no data in the server.Admin experience bugsImproper display of buttons on the Knowledge Base page. Unable to view Omni dashboard for custom roles with analytics privilege. Billing page shows an incorrect number of Trial days.Translation bugsIncorrect translations displayed for contact fields.API bugsCompany field creation fails via API call. Cheers!

Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Update on Freshdesk navigationThe ‘Go to Freshdesk’ navigation option will be removed from the dropdown menu in the Suite. 

Are you ready to elevate your game for Q2 2024? We hope your Q1 was as refreshing as ours! As we gear up for the next phase, we invite you to join us as we delve into what we've launched in Q1 2024 and provide an exclusive preview of what's in store for the upcoming quarter.  What we’ll be covering in this webinar:Updates to the Suite Improvements to our integrations  The Q1 product roundup Sneak peek into Q2 2024  April 3 2024, WednesdaySlot 1: 8.30 AM IST | 11 AM SGT | 2 PM AEDTSlot 2: 9:30 PM IST | 5 PM BST | 9 AM PDT Register for the webinar here!

It is now much easier to gauge how customers feel about your service and support with the upgraded CSAT module in Freshdesk. With the new module powered by Freshsurvey, you can:Set up new surveys with pre-created templates. Customize your survey's look, color, and feel to match your brand.  Automatically trigger surveys on a ticket action, or enable agents to trigger them manually.  Send out surveys at different points in the ticket lifecycle.  Use the customer satisfaction report to assess your support and provide better service.Use different rating scales, conditional and skip logic, and customize surveys to tailor to different sets of customers. Measure and derive your CSAT results easily and quickly with the upgraded module. What is changing?Previously, you could only set up and send basic surveys using upto 7-point scales, and customization options were limited. You can now set up advanced surveys and customize the look and feel of your surveys, leverage different rating scales, and more with the upgraded CSAT module in Freshdesk.  Important links:This feature is available on-demand. Reach out to your Account Manager/CSM or write to us at support@freshdesk.com to get it enabled for your account. Check out the solution article to understand more! ____________________________________________________________________________________________ 

Important update: We have updated the release timelines of ‘Asset Assignment History’. This enhancement will be available by Apr 5th, 2024 instead of Mar 27th, 2024.Note: All the features/enhancements below will be available on Starter and Growth plans on Mar 18th, 2024 & on Pro and Enterprise plans on Mar 27th, 2024.Product version: 2024.R03L.01New Features and Enhancements SLAs for Problems  Task Reordering and Dependency  Archival of Historic Tickets Improved experience for ticket field suggester Enhanced resolution note generator Generate articles with ticket context using Freddy Copilot Nested folders for an improved Knowledge Base Easily download Analytics widgets and reports in-app Cross-module reporting in Analytics Fair use policy and limits for On-Call Management Sandbox support for Status Page Configure alert expiration period Alert data archival policy Enhanced view of alerts list page Workflows for alerts are now available  Assignment History for Asset Asset Discovery Sources E-signature for generated documents via. Dropbox sign Onboarding/Offboarding attributes added to ticket API Workspace attributes added to serverless ticket events payload Introducing Scheduled Data Exports for Project Analytics Comprehensive project reporting with custom metrics and attributes  Enhance UX with the Revamped In-product Project Analytics Homepage  Resolution note generator  Important updates Mailbox Authentication for Custom Domain Users Reminders for upcoming upgrades and deprecations Bug Fixes New Features and Enhancements SLAs for Problems Category: IT Service ManagementUsers can now set up SLAs for problems, enabling stronger governance and effectiveness for problem management. To enable SLAs for problems, go to My team > SLA and OLA policies and activate the toggle under the Problems tab.Note: Enabling SLAs for problems activates the 'Due by' field, business hour policies, and email notifications for problems that breach SLAs. Task Reordering and Dependency Category: IT Service ManagementUsers will now have the ability to reorder and define task dependencies associated with parent entities. With drag-and-drop functionality, users can seamlessly reorder tasks to match their priority and execution sequence. With automatic stack rank updates and finish-to-start dependencies, ensure flexible task management and improve process efficiency.More details here.  Archival of Historic TicketsCategory: IT Service ManagementWith the addition of ticket archival functionality, users can experience faster load times while ensuring efficient ticket management, enhancing the speed and efficiency of service delivery. Note: Admins can now configure the duration for archival starting from March end. Automatic archival of tickets will commence in May 2024 based on the duration selected. Once archived, admins will receive email notifications confirming the action. More details here.  Improved experience for ticket field suggesterCategory: IT Service ManagementWith the new experience, users can understand ticket field suggestions better by getting a comparative view of current and suggested field values to pick what is best and most appropriate.More details here.  Enhanced resolution note generatorCategory: IT Service ManagementThe enhanced resolution note generator includes support for additional actions, improved analytics capabilities, and more enhancements enabling a more seamless user experience.Here’s what we support now:Ability to use business rules to hide/mandate/disable resolution note field   Support for resolution note field in ticket APIs Track changes to resolution notes under activities  Get analytics support on resolution notes Export resolution notes during ticket exportsMore details here.  Generate articles with ticket context using Freddy CopilotCategory: IT Service ManagementWith the improved help article generator, generate articles based on existing ticket context in addition to the information from public sources. Build context-rich self-serve articles that can deflect tickets with the right resolution steps captured from existing ticket conversations. Nested folders for an improved Knowledge BaseCategory: IT Service ManagementCreate a well-organized and easily navigable knowledge base by nesting folders up to 10 levels deep. With the ability to nest folders to a greater depth, users can now access information quickly and efficiently, reducing search times and improving overall productivity. Categorize and subcategorize resources with ease, creating a streamlined navigation experience. More details here. Easily download Analytics widgets and reports in-appCategory: IT Service ManagementUsers can now easily download reports and widgets within Freshservice. Multiple reports and widgets can be downloaded simultaneously as well. In cases where the download size is large, the report or widget will be sent to the user’s email ID.  Cross-module reporting in AnalyticsCategory: IT Service ManagementUsers will now be able to visualize metrics from different modules within Freshservice on a single chart. With this agents will be empowered with cross-module trends to make informed decisions.Note: This feature will be available for all Pro, and Enterprise customers and for customers who have purchased the Freshvisuals (Analytics Pro) addon. Fair use policy and limits for On-Call ManagementCategory: IT Operations ManagementUsers can now be assured of receiving timely on-call notifications while not being flooded by unnecessary notifications with the introduction of the fair use policy and limits for On-Call Management. The policy sets limits at the agent level on the number of notifications they can receive per channel. Note: This policy will come into effect from 27th March 2024. More details here. Sandbox support for Status PageCategory: IT Operations ManagementEnterprise customers using the Legacy Sandbox can now experiment with the Status Page feature within the sandbox environment before setting up a new page in their live production setups. This allows them to refine configurations, agent permissions, and page aesthetics, while also gaining comprehensive insight into its functionalities. This would aid in minimizing potential errors upon deployment to a broader audience.Please note that at present, synchronization of settings between the production and sandbox environments is not available. Configure alert expiration periodCategory: IT Operations ManagementUsers now have greater control over alerts with the introduction of configurable alert expiration dates. Up until now, an alert that came into the system expired after a hard limit of 7 days. This meant that when a similar alert came in after 7 days, it was not aggregated as the previous alert was no longer there. With this enhancement, users will now be able to change the default value of 7 days and choose a value between 1 to 30 days.  Alert data archival policyCategory: IT Operations ManagementUsers will now be able to manage alerts easily with the introduction of the alert data archival policy. With the reduced clutter, they will be able to easily access the most relevant alerts. As per this policy, if an alert hasn't been modified in the last 6 months then it will automatically be moved to an archived state. An archived state is a read-only state where a user will be able to view the alert, but will not be able to perform any actions on it. However, such alerts will be available for reporting. Note: We are rolling out this feature in phases, with availability to all customers expected by the end of April. More details here. Enhanced view of alerts list pageCategory: IT Operations ManagementUsers will be able to analyze alerts with greater ease with default views like "Critical & error alerts", "Unacknowledged alerts", and "Alerts acknowledged by me". They will also be able to freeze and unfreeze columns, reorder columns, change column width, and use the compact view as well.  Workflows for alerts are now available Category: IT Operations ManagementNew users of the Alert Management System will be able to resolve incidents faster with a deeper analysis of alerts using workflows. They will be able to use nested logic to simplify the execution of multiple conditions, notify individual agents when an alert is created or updated, perform actions on external systems using webhooks, and more.Note: Existing users of the Alert Management System are requested to stay tuned to our Release Notes for updates on when they will be migrated from Alert Rules to workflows for alerts.More details here. Assignment History for AssetCategory: IT Asset ManagementUsers can now effortlessly access a detailed log showcasing the complete assignment history of assets directly from the asset inventory and requester profile. With a comprehensive asset assignment history:Gain a transparent view of asset usage patterns, streamlining audit procedures and ensuring accountability. Obtain valuable insights into asset utilization patterns, enabling more informed provisioning decisions and efficient troubleshooting processes. More details here.Important update: We have updated the release timelines of this enhancement. This will be available on 5th April, 2024 instead of 27th March, 2024.  Asset Discovery Sources Category: IT Asset ManagementWith the Asset Discovery source field, admins can now maintain a comprehensive record of all sources that have played a role in an asset's creation or modification over time. This offers a centralized and detailed view to track the diverse sources influencing the asset data with precision.We've also revamped Freshservice Managed Asset calculations to incorporate the new Discovery Source field. Now, your managed asset calculations will be based on the Source field, ensuring accuracy and precision in asset management. More details here.  E-signature for generated documents via. Dropbox signCategory: Freshservice for Business TeamsUsers across HR, Legal, Finance, and Procurement (as well as in other areas such as ITSM) can sign and approve various documents, such as purchase orders, contracts, and invoices. With this, users can sign and approve documents quickly without the need to print, sign, and scan hard copies. Onboarding/Offboarding attributes added to ticket APICategory: Freshservice for Business TeamsUsers will now be able to consume crucial attributes around onboarding/offboarding (visible as part of ‘Description’ in the Ticket UI) through the ticket API. This would be possible with the newly added ‘onboarding context’ and ‘offboarding context’ fields. These fields would contain onboarding/offboarding-related attributes that can be added to tickets from different stakeholder forms in the onboarding/offboarding workflow.  Workspace attributes added to serverless ticket events payloadCategory: Freshservice for Business TeamsUsers creating apps for Freshservice will now be able to retrieve the workspace of a ticket from the payload of certain ticket events. These events are ‘onTicketCreate’, ‘onTicketUpdate’, and ‘onConversationCreate’. This would be possible through newly added attributes ‘workspace_name’ and ‘workspace_id’More details here Introducing Scheduled Data Exports for Project AnalyticsCategory: Project ManagementUsers will now be able to generate detailed project reports by scheduling project data exports at any time of choice. These reports can be scheduled to be received either at an API URL or over email. Additionally, to enable fast project data feeds into BI platforms or custom applications for native reporting, these data exports will be incremental. Project data exports will be available for Projects, Project Tasks & Project Time Entries modules.Note: This feature will be available for all Pro and Enterprise plan customers.More details here.Comprehensive project reporting with custom metrics and attributes Category: Project ManagementProject admins and users can now create their own metrics & attributes that suit their requirements. These custom metrics and attributes can be defined and derived by applying arithmetic / logical operators and a variety of functions on existing metrics & attributes.Note: This feature will be available for Pro and Enterprise plan customers only.More details here.Enhance UX with the Revamped In-product Project Analytics Homepage Category: Project ManagementAgents can now get a better, clutter-free visual experience with easy access to Recent, Favourite, All, Curated, Owned, and Shared reports related to projects along with convenient access to Trash and Settings.More details here. Resolution note generator Category: MobileAgents can now add resolution notes for tickets from the mobile app to aid quick references. For customers with the Freddy co-pilot addon, this includes an AI-powered resolution note generator encompassing the root cause, actions taken, and resolution. Note: This feature will be available before the end of March 2024 and requires app updation.More details here.  Important updatesMailbox Authentication for Custom Domain UsersGoogle and Yahoo have announced a new set of mandatory requirements for email senders to protect email domains, maintain healthy delivery rates, and reduce spam rates. This change will be effective from April 2024. Who will be impacted?All Freshservice customers who have custom domains and have not enabled SPF and DKIM will be impacted by these mandates.What can you do?Configure DKIM and SPF authentication and publish a DMARC record to avoid outgoing email disruptions before March 31, 2024. More details here. Reminders for upcoming upgrades and deprecationsFollow-up to our “Notices for new upgrades/migration activities” communication sent in Nov 2023.The following change will be made effective by May 2024. Ensure that you’re prepared for it in your Freshservice account.[Rollback] Incremental Data Exports in FreshserviceWe will NOT be upgrading to Incremental Data Exports from May 1st, 2024 as communicated in November, 2023 and will continue to support Full Data Exports until further notice.What can you do?If you are currently exporting large data volumes and would prefer a faster way to get your data exports, we encourage you to try Incremental Data Exports. Please reach out to us at support@freshservice.com and we will enable it for you.More details here.Discontinuation of Team HuddleThe Team Huddle feature will be discontinued by Apr 1st, 2024, as we will be focussing on our integrations with Microsoft Teams and Slack, where we will continue to further enhance and add new collaboration features.Who will be impacted?If your agents use Team Huddle for collaboration, you will be impacted by this discontinuation.What can you do?Explore and transition to our Slack and MS Teams based collaboration capabilities, or stay tuned for our upcoming “Share Ticket” feature.Reach out to support@freshservice.com if you have any questions about this change.More details here.Discontinuation of the legacy Slack Servicebot App As the new Servicebot supports enhanced capabilities, the legacy version of Slack Servicebot app will be discontinued by May 1, 2024Who will be impacted?If you are currently using legacy Slack Servicebot app for ticket notifications, you will be impacted by this deprecation. What can you do?Please install our new Servicebot from the Freshservice Marketplace. More details here.Discontinuation of Conversational UIAs Freshservice prepares to focus only on the latest version of the support portal and collaboration platforms like Slack and MS Teams., the legacy Conversational UI platform will be discontinued by May 1, 2024.Who will be impacted?If your employees currently use the legacy Conversational UI interface of the support portal for their everyday requests and interactions with Freshservice, you will be impacted by this discontinuation. What can you do?You can choose from any of the following options:  Freshservice No-code portal Virtual Agent Freshchat Integration Use the Freshservice Support portal & make it your own with our intuitive no-code customization capabilities.   No-code Designer Portal   Leverage our Virtual Agent which offers support within collaboration apps like Slack and MS Teams.   Setting up Servicebot for Slack Getting started with Servicebot for MS Teams  Explore our Freshchat widget integration within your Freshservice portal at a small additional cost, and get live chat support.   Freshchat Integration   If you have specific use cases that you would want us to help you with, please reach your customer success manager, or write to us at support@freshservice.com.More details here.Discontinuation of Canned Response Suggester & Solution Article SuggesterSince the new Reply Suggester, which is part of our currently available Freddy Copilot offering, is an enhanced version of both the Canned Response Suggester (CRS) and Solution Article Suggester (SAS), and can perform more meaningful actions, these will be discontinued by May 1, 2024.Who will be impacted?If you were using either CRS or SAS, you will be impacted by this discontinuation. What can you do?Try out the Reply Suggester feature in Freddy Copilot. It is currently on public beta and will be available as a paid feature starting Feb 5th, 2024.Note: Users will be able to create and use canned responses and solution articles. Only the ‘suggester’ (that intuitively suggests responses or articles) will be discontinued.If you have further queries, please write to us at support@freshservice.com. More details here. Bug FixesThese were the product defects detected, and they have now been fixed.Some customers were unable to edit an agent profile with a 'The page you were looking for doesn't exist.' error/page. As a result, they were unable to add any permissions to any agent. In Workflow Automator, the ‘copy’ icon in the execution logs of a Web Request Node was not working as expected.  In On-call management, we rectified an issue while viewing page 2 onwards of the on-call schedules page which required a page refresh to view the correct schedules. Widget exports from the Analytics module were missing data. Some customers were unable to use the Resolution Notes placeholder for custom fields in email notifications. Some agents were unable to view the list of tickets from the dashboard widget. Updates to certain fields in the assets module weren’t being logged in activities when the field was cleared. Unable to download the Discovery Probe when the Agent’s primary language is Japanese. Agents were unable to apply filters using custom fields in the change calendar. When “Can see all tickets from this department” was checked on requester profiles, an additional field called “Can see all tickets from associated departments” also appeared to be checked.

New Features and Enhancements Simplified admin experienceWe have introduced a new menu bar for the Admin settings. The features are categorized under the options on the left navigation menu, making it easier for users to discover the right option and take action. Account hierarchyUsers can get a holistic view of customers’ company structures, engage with specific divisions, and make informed decisions on an account with the Hierarchy View powered by the UCR.Learn More Territory hierarchyUsers can structure sales efforts into broad Parent Territories and specific Child Territories. This approach will help optimize resources and provide insights into regional performance.Learn MoreAuto-assign territories to recordsThe CRM automatically updates records(contacts, accounts, and deals) with a user's main territory, reducing manual effort and ensuring data consistency. Admins can configure main and other territories for users, enabling automatic territory assignment based on record ownership.Learn More Updates to quotes creation flowUsers no longer need to manually add products to the quote every time. When a new quote is created, the products associated with a deal will be auto-populated in the quote pricing table. The ‘Auto-sync products with quote’ checkbox has been moved to the quotes overview page. Users can now sync quotes to a deal by enabling the ‘Sync quote with deal’ toggle.Learn More  Bug Fixes Customers reported issues with creating custom fields in the contact module. This has been fixed.  Customers reported encountering a “No Access” error when accessing specific curated marketing email reports. This has been fixed.  Customers reported encountering an “Access Denied” error when refreshing or navigating to the Activities Dashboard page from different modules. This has been fixed. Customers reported UI breakage when the profile language was changed to Hebrew. This has been fixed. Customers reported a mismatch between the date value shown and the value inputted. This has been fixed. Customers reported that the “Live Dashboard” was disabled for the default Administrator role. This has been fixed.  Customers could not toggle off "Mark as required" in default dependency between the Forecast category and the Expected close date. This has been fixed.  Related contact details were not showing when users searched for deals from global search or other modules. This has been fixed. Customers reported issues with purchasing user licenses where the licenses were reversed automatically. This has been fixed.  Some customers reported issues loading an email template while drafting an email. This has been fixed. The Edit icon for the contact details section under the email conversation page was not loading for some users. This has been fixed. Some customers reported issues with user list loading as options when configuring conditions in the workflow automation. This has been fixed.  Some customers reported issues with contact creation when the dependent mandatory fields were configured. This has been fixed.  Customers reported issues updating contacts fields from the details section because the page automatically scrolls up once successfully loaded. This has been fixed. Customers reported an issue with primary territory values being nullified. This has been fixed.  Customers reported issues with editing/adding/deleting contact Lifecycle stages. This has been fixed. A few customers reported issues resizing the pricing table columns as they were reverting to the default size. This has been fixed. Customers reported discrepancies while uploading images in the document. The entire image did not appear in the preview, and the sides of the image were cut off. This has been fixed.  When trying to re-order the dependent fields of the custom module, customers received an error "Custom module you are trying to access is not present.” This has been fixed.  Some customers reported issues with scheduled emails being sent based on the user’s profile setting time zone instead of the chosen time. Issues were also reported, with scheduled emails being sent immediately instead of at the scheduled time. This has been fixed.  Customers reported discrepancies in the data shown in the “Imported_by” field and a mismatch in the count of “Records updated” and “Records skipped” under import history. This has been fixed.  Customers reported issues with contact creation via the mobile app (iOS). This has been fixed.  Customers reported issues accessing import history even though they were assigned as an account admin. This has been fixed.

Bug fixes These were the bugs detected, and they’ve now been fixed.Agents are unable to save call outcomes.  Admins are unable to add caller roles to Agents if the Freshsales add-on is purchased before the Freshcaller add-on. Cheers!

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All Below features and enhancements are available to all customers from February 29, 2024.  Sentiment Analysis (Freddy Copilot)Leverage Freddy to understand your customers’ emotions and prioritize conversation based on expressed sentiments. You can soon leverage sentiment reports to get insights to refine your support processes.More details here.  Freshchat-Playvox integrationBoost agent productivity and streamline your everyday support operations with the Freshchat-Playvox integration.More details here.  Integrate RingCentral with FreshchatIntegrate Freshchat with RingCentral to manage all customer conversations across channels from one unified inbox.More details here. More inbox actionsAgents can now quickly assign conversations to themselves. They will now get an 'Assign to me' option for any unassigned conversation in the Team Inbox.More details here. Enhanced translation logic for Freddy Self-Service features (Freddy Self-Service)Bot conversation summaries will now be translated into the customer/agent languages. The names of dialogs and APIs created using text prompts will be translated into the primary bot language. Success and failure responses for text prompts will be translated into the Admin profile language. Bot insights (insight names, utterances, bot flow names, dialog content, API names, and function names) will be translated into the language configured in the user's profile (agent/admin). Upcoming Features and Enhancements  Check them out here!  Bug fixesThese were the bugs detected, and they’ve now been fixed. Team Inbox bugsCertain conversations in the inbox disappear intermittently, requiring a browser refresh for Agents to regain visibility. Some Agents can view WhatsApp templates instead of using the text editor when the channel switcher is enabled. Agents have noted that some conversations experience a 10-20-second delay upon arrival, leading to the breach of first response SLA. Agents encounter difficulty viewing the bot toaster message as it obscures behind the conversation window. Some Agents have noticed that placeholders in canned responses fail to display current or real-time values upon expansion, and formatting options for text are not applied. Agents are unable to view phone conversations on sorting. Some Agents have noticed that emails with large content do not get created as conversations.Admin Experience bugsAgents encounter difficulty viewing the bot toaster message as it obscures behind the conversation window. Some Agents have noticed that placeholders in canned responses fail to display current or real-time values upon expansion, and formatting options for text are not applied.Bot bugsUtterances with “space” fail to save in Q&A. Channel icon overlaps with the Use template option on the Templates page. Failure in uploading localization files in dialogs. Incorrect display of deploy script in Agent Assist bot. Article link in the FAQ within Q&A section displays poorly. Bot flow fails to trigger if flow is configured in Entity Recognition page. Cloned bot version with custom function fails to execute. Bot builder page freezes while switching between tabs. Input translation fails in Multilingual Bot. Incorrect behavior in bot conditions while using double quotes in condition. Failure to capture customer name in contacts. Bots with inputs configured in the flow fail to trigger. File uploads fails for self service widget in bots. Tags added to FAQs are from the Q&A section in the bit builder. Cheers!

Upcoming Features and Enhancements Bug fixesUpcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Automations for CollaboratorsWhen a collaborator performs an action, such as replying to a ticket, the ticket status will be automatically updated and automations can be applied. Sentiment Report (Freddy Copilot)Leverage sentiment reports to analyze trends in customer sentiment and gather valuable insights to refine support processes. Customizable Sidebars Rearrange user properties in the sidebar based on frequency of usage. This will ensure that the most relevant information is easily available while resolving customer queries. Custom date fields as filtersCreate custom date fields and use these date fields to filter tickets based on dates.  Aggregated exports in Ticket Lifecycle ReportGet a detailed breakdown of the time spent on each ticket, by status on the Ticket Lifecycle Report export. Bug fixes These were the bugs detected and they’ve now been fixed. Agent experience bugsUnable to send outbound emails using email template. Forwarding template option missing in Agent Reply template. Ticket subject truncates if the subject is modified. Captcha verification is broken for API verification in Profile Settings.  Proactive Email setup fails due to missing Proceed button. Incorrect behavior in custom drop-down creation in contacts & companies. Ticket filtering fails for tickets created with tags. Unable to rearrange columns in Ticket list page when Group/agent column is added. Ticket fields mapping mismatched in Ticket View list. Custom roles with edit ticket properties fail to update. Incorrect message displays in ticket activities when agent is deactivated. The update button on the Ticket List page remains enabled even when no changes have been made to the tickets. Scorecard widget in the custom dashboard displays incorrect values for tickets associated with the default product. Translations missing in canned forms.Automation bugsForwarded ticket actions via automation are not associated with the appropriate email address.Integration bugsHootsuite integration with Freshdesk fails. Login into Freshdesk in Hootsuite fails. Incorrect user name displays in Microsoft Teams when a note is added. Google drive link fails to open in Freshdesk ticket list view page.Admin experience bugsIssue with assigning primary global email in Email setup page. Incorrect behavior in groups while adding deactivated agents to groups via API. Unable to add new collaborators via tagging in discussion threads. Incorrect mapping of agent licenses in Freshdesk on CSS account. Cheers!

New Features and Enhancements  All below features and enhancements are available to all customers from February 29, 2024.  Empower support teams with Freddy CopilotThe Freddy Copilot add-on is available for purchase at $29 per agent per month — and it comes with free access to Freddy Insights (beta) for a limited time.More details here. Caller widget inside CSSThe Caller widget now comes with the options to view conversations, create tickets, or link to existing tickets in the Customer Service Suite.More details here. Unified ProfileAgents can now manage their profile preferences from a single place instead of switching between products.More details here. Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Freshmarketer add-on to the SuiteYou can soon use the Freshmarketer add-on to the Suite to have a unified solution to meet your marketing and support requirements. Connector Apps for CXSync Freshdesk and Freshchat seamlessly with your tools. Customize workflows, choose 1 or 2-way sync, and monitor in real-time. Pay-as-you-go pricing. Now available for Salesforce, with more integrations coming soon. Unified Contacts and Accounts View contact and account lists across modules without having to switch between screens. Unified Freddy ExperienceCentralizing Freddy settings from conversational and ticketing modules into a unified experience within the CS Suite for easy and seamless admin management. Cheers!

Businesses can simply ask Freddy to build Regex validation with simple text prompts and Freddy will take care of the rest.Agents will no longer need to struggle with figuring out how to write the Regex for their business requirements. Asking Freddy to generate Regex to match a custom input is a Freddy Self Service feature.Learn more about using Regex in the bot builder. 

Bug fixes These were the bugs detected and they’ve now been fixed.Agent receives multiple calls even when Concurrent call management feature is enabled. Calls fail to connect when they are automatically routed.

New Features and Enhancements Upcoming Features and Enhancements Bug fixes New Features and Enhancements  All Below features and enhancements are available to all customers from January 30, 2024.  Proactive Quality CoachLet AI review your agents’ answers in real-time, right before they hit Send, and suggest improvements for better response quality and consistency.More details here.  Custom functions in the bot builderWhile building a bot, admins and agents will be able to create and use functions that can achieve the specific business requirements of each customer.More details here.  Importing bot templatesImport templates into existing bots, easily incorporating new features. Also, introducing new bot templates that can be mapped to any channel.More details here. Freddy powered RegEx creation to build botsJust ask Freddy to generate a RegEx to fit your specific business requirements.More details here. Added inbox table view capabilitiesAgents can now assign groups, other agents, and statuses in bulk to conversations from the inbox table view.More details here. Email enhancements for FreshchatUpgrades to email on Freshchat, including improvements to the email card layout and support for agent reply templates.More details here. Parallel conversations in FreshchatCustomers can now have multiple conversations with a business on the same topic, allowing them to track their issues better. This is available on demand.More details here. Engage with customers over TikTok ShopIntegrate TikTok Shop with Freshchat through a custom app and engage with customers over TikTok Shop.More details here. Channels interface enhancementsConfigure settings for SMS, GBM, and Mobile SDK from the Channels page itself, without navigating to the Topics page.More details here. New input types for Facebook botsMake your Facebook chatbots more interactive with 4 new input types for your customers - buttons, carousels, articles, and rich text.More details here. Contact 360 enhancementsWe are improving the contacts 360 page to make it easier for agents to get the details they need. Agents can also toggle between the old and the new experience.More details here. Advanced CSAT enhancementsIt's now easier to configure the CSAT survey with a larger template selector, a more accessible configuration screen, and support for up to 30 questions per survey.More details here. Introducing a new quick actions buttonThe new ‘Ask another query’ will be a quick action button to allow customers to start a new conversation with the chatbot quickly. This is available for bots across channels. Upcoming Features and Enhancements  Check them out here!   Bug fixes These were the bugs detected, and they’ve now been fixed.Team inbox bugsNumbers overlap with text when there are long entries in the team inbox. Conversation initiated time is not displayed once the agent changes the profile language to Arabic. Agents encounter a blank page while moving from the Contacts page to the team inbox.Admin Experience bugsAgents encounter looped scrolling while searching in the Team Inbox. Agents were unable to downgrade from Estate to Growth plan as the page was unresponsive. Agents are unable to add holidays to business hours in the Firefox browser. On the tickets page, conversations created through the phone channel are marked as chat. Agents with the profile language as Arabic are unable to view the toggle option for the Intelliassign feature. Agents are unable to open the search bar to view specific conversations. Watch demo and New bot buttons are misaligned. Previews for templates are not opening. The execution of the bot flow halts when the button name and quick action name are identical. Additional space between check box and text in bot builder. Alignment issues in the condition section of the bot builder. Search text does not clear after adding conversation properties from content picker. Cheers!

  New Features and Enhancements Upcoming Features and Enhancements Bug fixes New Features and Enhancements  All below features and enhancements are available to all customers from January 30, 2024.  Sentiment Analysis (Freddy AI)Easily understand what your customers are experiencing emotionally with sentiment analysis and prioritize conversations that require human touch and empathy.More details here. Solution Article SuggesterEmpower your agents to send faster & accurate responses with Freddy powered recommendations from the kbase — now with details on confidence score and user visibility.More details here. Upcoming Features and Enhancements  All Below features and enhancements are coming soon to customers.  Exclude tickets from list view easilyA new filter will be added to the default and custom dropdown menu of filters so customers can exclude specific tickets from their ticket view easily. Bug fixes These were the bugs detected and they’ve now been fixed.Agent experience bugsNew ticket email notification is sent to the deactivated agent. Incorrect ticket count is displayed when custom fields (drop-down) are used. Tickets remain visible to agents in the ticket list view even after agent removal. The ticket list page displays agent list in incorrect order when the deactivated agent is present. Failure to create a Freshdesk ticket from Slack personal chat with an external user. Freddy insights section is visible under the Ask Freddy option in the role settings page. Ask Freddy option is missing from the left navigation even when Freddy copilot is enabled. Thread creation fails if canned responses are added with an attachment. Unable to forward a ticket via Threads that has multiple attachments. Inconsistent timezones displayed in Threads. Agents observed inconsistent behavior while selecting checkboxes on the Agent role configuration page.Language bugsIncorrect language is assigned for users signing up via SSO. Translations are not applied to Ticket Forms in the Help Widget even after the correct locale setting.Automation bugsAutomation rule does not execute all conditions and fails to update tickets. The skill creation page does not display custom sources, even if they are allowed via the API. Incorrect ticket preview summary displayed while configuring time trigger rule.Admin experience bugsFreshbot sessions within Freshdesk are reset incorrectly due to auto-recharge or billing update. Canned responses are displayed incorrectly due to spaces in the canned response title. Assume Identity feature fails in the sandbox environment due to missing associated company details in default contacts. Inconsistent removal of language from Portal Settings in sccounts with portal 2.0. Deactivated agents appear on the Skills page when the page is filtered by groups. Incorrect resolution status is updated for service tasks completed within SLA. Cheers!

New Features and Enhancements  All below features and enhancements are available to all customers from January 30, 2024.  Empower support teams with Freddy CopilotThe Freddy Copilot add-on is available for purchase at $29 per agent per month — and it comes with free access to Freddy Insights (beta) for a limited time.More details here. Freshsales add-on to the SuiteThis add-on will enable your sales and support users/agents to have a single solution with a unified end-customer context in the Customer Service Suite.More details here. Enhanced Admin settingsRevitalize your workflows with our new and improved Admin settings, offering an intuitive and streamlined experience for effortless management.More details here. Upcoming Features and Enhancements  All Below features and enhancements are coming soon to customers.  Unified Agent ExperienceThe new unified agent experience allows agents to manage their profile preferences from one place. The experience also supports a unified contact page and the call widget inside the Customer Service suite. Unified Freddy ExperienceCentralizing Freddy settings from conversational and ticketing modules into a unified experience within the CS Suite for easy and seamless admin management.  Cheers!

Note: All the features/enhancements below will be available on Starter and Growth plans on Feb 14th 2024. For Pro and Enterprise plans will be available on Feb 28th 2024.Product version: 2024.R02L.01New Features and Enhancements Freddy Copilot now in general availability as a paid add-on Elevate the quality of responses with Freddy Copilot Writing Assistant  Analyze and report on Knowledge base performance  Ticket Collaboration 2.0 Enhanced Print Previews Restrict Attachment File Types Swap shifts amongst on-call agents Windows Agent 3.4.0 / Mac Agent 5.2.0 / Linux Agent 4.1.0  Software prioritization by source to remove duplicates SaaS Enhancements for IDP Integration Enhanced User management in SaaS Take Action on AWS Cloud Assets  Integration of Workday Connector App with Freshservice  Integration of BambooHR Connector App with Freshservice  Attachment type field in Offboarding form Dashboards for tracking Onboarding/Offboarding requests Enhancements in Team Dashboard access privileges Important updates Reminders for upcoming upgrades and deprecations Bug FixesNew Features and Enhancements Freddy Copilot now in general availability as a paid add-onCategory: IT Service ManagementFreddy Copilot is now live as a paid add-on for the Pro and Enterprise plans to empower your IT staff and unlock productivity for agents and admins.Freddy Copilot add-on can now be purchased at $29/agent/month, with which you also get complimentary access to Freddy Insights Beta for all your agents.Note: The Freddy Copilot Beta period is now closed. To continue accessing Freddy Copilot capabilities, you must purchase the add-on by February 19th.More details here. Elevate the quality of responses with Freddy Copilot Writing Assistant Category: IT Service ManagementAgents can now communicate clearly, professionally, and empathetically, but without spending any extra time and effort, with Text Enhancer, Text Rephraser, and Tone Enhancer. These GenAI fuelled functionalities, collectively known as Freddy Copilot Writing Assistant, can currently be used for:Tickets: Create replies and add notes Status Page:  Create incident descriptions and add updates Create scheduled maintenance description and add updates Knowledge base articles: Create and edit knowledge base articlesFreddy Copilot has been defined as a role. If you want to provide Freddy Copilot access to only specific agents, simply associate them with the Freddy Copilot role. (Purchasing and managing Freddy Copilot add-on licenses)More details here. Analyze and report on Knowledge base performance Category: IT Service ManagementMaintaining a relevant knowledge base based on real-time employee needs is integral in meeting your workforce’s everyday queries and deflecting them to free up agents’ time for high-value work. With knowledge base reports, you can now analyze and report on your knowledge base’s performance to fine-tune it to your employee’s needs. You can measure a help article’s performance based on views and helpful/unhelpful votes and track article reviews/pending approvals in a single pane.More details here. Ticket Collaboration 2.0Category: IT Service ManagementUsers can now import conversations from MS Teams and Slack into Freshservice to keep all ticket discussions in one place. With Freddy Copilot, users can import a concise summary of the Teams/Slack conversation.  Furthermore, additional enhancements are made for better collaboration: Start MS Teams meetings from the ticket details page Delink the collaboration thread from the ticket details page  Configure user permissions for creating a new channel in MS Teams Note: The Slack enhancements are expected to be available by early March, subject to approvals by Slack. More details here.  Enhanced Print PreviewsCategory: IT Service ManagementWith the latest update to print previews, here are the enhancements coming up:Support for up to 350 ticket conversations Display of ticket fields in the same order as the ticket Support for Tag fields Restrict Attachment File TypesCategory: IT Service ManagementUsers now have the option to allow only specific file types as attachments throughout Freshservice. This enhances security and rules out vulnerabilities resulting from file attachments.More details here. Swap shifts amongst on-call agentsCategory: IT Operations ManagementAgents can now swap shifts with other agents in their group without having the permission to ‘Manage on-call schedules’. To make this possible, users will need to create a new Admin role and associate it with on-call agents. Under this new Admin role, agents need to be given the new ‘Override on-call shifts’ permission. With this enhancement, agents will be able to enjoy greater control over their time without the possibility of disrupting other shifts, leading to greater work satisfaction. Windows Agent 3.4.0 / Mac Agent 5.2.0 / Linux Agent 4.1.0 Category: IT Asset Management  The new Discovery Agent version brings stability and performance improvements, ensuring a smoother asset discovery experience.More info here.Software prioritization by source to remove duplicatesCategory: IT Asset ManagementIntroducing Software prioritization by source, which eliminates duplicate entries and ensures only relevant information is displayed in the software list view. With this latest update, prevent,Software duplicates from multiple sources- When a specific software is identified through various sources such as Identity Providers (IDP), Direct Software Integrations, and Discovery Agents/Probe, priority will be given to the software discovered through direct integrations on the software list view page.Any duplicate SaaS software discovered from other sources will be automatically moved to the ignored list, ensuring a streamlined and accurate software inventory.Software Duplicates from uninstalled integrations - When an integration (e.g.,Azure AD, Gsuite etc) is uninstalled, the system automatically deletes any associated software and it’s user information from the discovered software list ensuring a streamlined and accurate software inventory. More info here. SaaS Enhancements for IDP IntegrationCategory: IT Asset ManagementWhen a user is removed from the IDP group ( eg, Azure AD, Gsuite, etc), they will automatically be moved to the inactive status in the corresponding Freshservice software, enhancing the user data accuracy.   Enhanced User management in SaaSCategory: IT Asset ManagementAdmins can now effortlessly manage users based on status and usage using the status column and categorized user filter available on the software users list.  Take Action on AWS Cloud Assets Category: IT Asset ManagementIntroducing the Take Action feature for AWS Cloud assets, empowering agents to perform quick actions on AWS cloud assets directly from the cloud inventory or Incident page. This eliminates the hassle of switching between multiple cloud applications for performing everyday actions.Take quick actions such as power on/off, restart, resize, etc, on your cloud assets directly within Freshservice’s Cloud Inventory. Automatically identify impacted assets of an Incident and take remediation action with a single click from the Incident page, reducing the resolution time.Note: The AWS Cloud Discovery application has now been renamed and updated to the AWS Cloud Management app. With this new update, users can benefit from Cloud Discovery and Orchestration features from the same application.More info here.Integration of Workday Connector App with Freshservice Category: Freshservice for Business TeamsWorkday Connector App is the first of many HCM app integrations with Freshservice that allow users to keep their employee data in sync on both Workday and Freshservice. As a part of this integration, they can use two out-of-the-box workflows to manage:Requester Data Sync: To automatically keep the requester data consistent across Workday and Freshservice. Onboarding Workflow: To enable automated onboarding within Freshservice based on preferred triggers from Workday.Note: This is a paid add-on. The pricing is usage-based. There is no flat fee for this add-on. Below is the price point for your reference.Applicable only for Pro and Enterprise customers.   Tasks Price point Billing Cycle Connector App Tasks (Workday) 5000 $80 Same as your subscription cycle More details here. Integration of BambooHR Connector App with Freshservice Category: Freshservice for Business TeamsBambooHR Connector App integration with Freshservice allows users to keep their employee data in sync on both BambooHR and Freshservice. As a part of this integration, they can use two out-of-the-box workflows to manage:Requester Data Sync: To automatically keep the requester data consistent across BambooHR and Freshservice. Onboarding Workflow: To enable automated onboarding within Freshservice based on preferred triggers from BambooHR.Note: This is a paid add-on. The pricing is usage-based. There is no flat fee for this add-on. Below is the price point for your reference. Applicable only for Pro and Enterprise customers.   Tasks Price point Billing Cycle Connector App Tasks (BambooHR) 5000 $80 Same as your subscription cycle More details here. Attachment type field in Offboarding formCategory: Freshservice for Business TeamsAdmins can now add a file attachment field in the employee offboarding forms. This enables easy document uploading by involved stakeholders such as the reporting manager, HR partner, and the employee being offboarded, streamlining the process for everyone involved.Note: This enhancement is applicable for Growth, Pro, and Enterprise plans. Dashboards for tracking Onboarding/Offboarding requestsCategory: Freshservice for Business TeamsHR agents and supervisors will now have access to a role-based, real-time view of ongoing employee onboarding and offboarding requests. This enhanced visibility will provide valuable insights into process efficiency trends and facilitate the identification of any potential bottlenecks.More details here.Note: This enhancement is applicable for Growth, Pro, and Enterprise plans. Enhancements in Team Dashboard access privilegesCategory: Freshservice for Business TeamsWith the new admin privilege called ‘Manage Team Dashboards’ introduced in the admin role, agents can now be given to create, and share access to team dashboards at a workspace level or an account level. A new sharing option that allows an agent to share a dashboard with agents of a workspace will be available in multi-workspace accounts.More details here.Note: This feature will be available to all customers on Feb 28th.  Important updatesReminders for upcoming upgrades and deprecationsThe following changes will be made effective by May 2024. Ensure that you’re prepared for it in your Freshservice account: Discontinuation of Team Huddle, Discontinuation of the legacy Slack Servicebot App, Discontinuation of Conversational UI and Discontinuation of Canned Response Suggester & Solution Article Suggester. More details here. Bug FixesThese were the product defects detected, and they have now been fixed.Requesters were unable to select an end data during ticket export from Support portal. Custom apps on Requester/Contact pages were not working as expected. In the workflow automator, the weekday() function (expression node) was not working as expected. Reclaim assets section doesn't show assets if stakeholder input is turned off. Cancellation emails are being sent to customers who did not initiate a cancellation request. Email placeholders for the custom field "Resolution Note" was not working as expected. Some Analytics reports had higher than expected latency in loading. Delays in receiving Report schedules and Data exports from the analytics section. 

New Features and Enhancements Frequency cappingEnsure that customers get your emails at their preferred frequency and prevent the risks of disengaging or spamming using the Frequency capping feature.Learn more Source trackingUnderstand which marketing channels/campaigns are driving traffic to the user’s  website. Segment audience based on campaigns/channels they engage with, and send personalized marketing messages with relevant offers.Learn more Bug fixes: Email campaigns: Some users reported that they were unable to save the email footer settings with https:// as prefix in company website field. This issue has been fixed. Journeys: A few users noticed that pause journey is not working. This issue has been resolved. 

Improve your agents’ responses with Proactive Quality Coach in Freshchat and the CS SuiteFreddy can now review agent responses for tonality, grammar, and spelling in real-time. This helps agents identify and fix errors ensuring a consistent, on-brand customer experience.    PS. This feature is part of the Freddy Copilot add-on. Buy Freddy Copilot add-on before February 19th so you don’t lose access to Freddy Copilot and Freddy insights after the beta ends. Reach out to your account manager or go to your plans and billings page to make the purchase.Learn more about Proactive Quality Coach here.

Important - Changes to all outgoing emails To keep inboxes safe and spam-free, new requirements are being introduced for email senders by Google (starting March 31) and Yahoo (starting Feb 1). These new requirements will impact all senders who have not verified their domain.  Freshsales impact areasYou will not be able to send emails from email domains that are not verified or for which the mailbox is not connected. This includes email compose sliders, sales sequences, workflows, and team inbox.  What can you do now?Learn more Bug Fixes  Customers reported a UI glitch where the menus were overlapping with each other. This has been fixed.  Contact Update API fails with the error "Multiple records of IDs found with the identifier, please merge them before updating" even though only the record matches the unique identifier. This has been fixed. Customers reported issues accessing sales sequences where the “An unexpected error occurred” message was displayed. This has been fixed. The ampersand symbol was not rendering correctly in the CPQ document, where it was shown as “&". This has been fixed.  Customers had reported that the updated product module name was not displayed on the deal's landing page. This has been fixed. Customers reported that the account list view showcased an incorrect related deal value. This has been fixed. Customers reporting issues with the email editor where the space gets deleted along with the character when backspacing contents. This has been fixed. Some customers reported issues with workflow add deal actions where the deal creation failed despite all required fields being present. This has been fixed.  Customers reported that web forms were not loading when clicking the "preview" form. This has been fixed. Customers reported that the Field label was unavailable for the field type - checkbox, radio in Classic web form. This has been fixed. Customers reported issues with contact creation due to the validation of unique fields even though it was not configured. This has been fixed. Customers reported issues with Spark UI for custom modules where the UI snapped the scroll bars & copy facility. This has been fixed.  There were issues with lead creation due to location data discrepancies in full contact details. This has been fixed. Customers reported seeing a different time on the record landing page and the search results. This has been fixed.  Customers reported issues updating the title for the Lead/Contact/Account/deal team where an error “CRM settings update failed” was shown. This has been fixed. Customers reported that contacts were unable to subscribe through email after unsubscribing. This has been fixed. When a user applied the condition 'lesser than' or 'greater than' for the date fields in the report filters, it changed the other way around when the report was saved. This has been fixed. Customers reported that a few users received an error “Internal Server Error” while trying to send sales emails. This has been fixed.  Customers reported issues receiving reports exported via email. This has been fixed.  Some customers reported issues accessing the deals module where an error “404 Page not found” was shown. This has been fixed. Customers reported an issue with CSV Import due to mandatory fields even though the fields have been mapped. This has been fixed. Customers reported issues marking deals lost due to the error "Lost reason Invalid format". This has been fixed.

Custom functions are now supported in the bot builder for Freshchat and the Freshworks Customer Service Suite.This is particularly useful when deploying bots on channels that don’t support customization, such as WhatsApp, Instagram, SMS, etc.This is a step up from using bots to trigger, pass variables, and receive responses on functions defined on the website. Customers can now effortlessly define and execute custom functions on their website or within their bots, evading channel-specific limitations.Check it now by navigating to Flows > Configure > Custom functions.

Important - Changes to all outgoing emails To keep inboxes safe and spam-free, new requirements are being introduced for bulk email senders by Google (starting March 31) and Yahoo (starting Feb 1). These new requirements will impact all senders who have not verified their domain. Failure to meet these standards could lead to emails being delayed, blocked, or marked as spam. Freshsales impact areas Users will not be able to send any emails, transactional or bulk, from unverified domains or those with disconnected mailboxes These include emails being sent from sales sequences, workflows, bulk emails, or individual emails. What can you do now? Here's what you need to ensure you meet the new guidelines: Verify your domain: You can do this in one of the following ways - 1. Verify domain manually: You can verify all senders manually by adding the DNS records of your domain to your DNS Manager. Note: This can be done by the Admin for all members of an org.2.  All users connect their inbox:  All your users need to connect their inbox. Connecting your inbox automatically ensures verification of a sender. Note: This only verifies individual email addresses. Each team member must connect their inbox individually to ensure they are verified. Keep your spam complaints low: Keeping your spam complaints at a minimum is critical. We recommend you use tools like Postmaster to get insights on your email deliverability rate, spam rates, and other insights. Enable easy unsubscribe: Add a one-click unsubscribe in your emails to allow recipients to easily and immediately opt out to comply with the new email standards. Set up DKIM and DMARC: To boost your email deliverability, it's essential to implement DKIM (DomainKeys Identified Mail) and establish a basic DMARC (Domain-based Message Authentication, Reporting, and Conformance) record for your email domains. For more information on email deliverability guidelines and details on how to set up DKIM and DMARC you can refer to our support article here. What you need to know: Google & Yahoo's requirements Enable Email Authentication: One key aspect of Google’s requirements is the necessity for senders to set up DKIM email authentication. In addition to DKIM, a basic DMARC record will now also be required. While it’s highly encouraged that all senders set up DKIM and DMARC, there are greater implications on deliverability for bulk senders.Note: These changes do not impact customers who have already set up their DKIM and DMARC. Email Quality:  Keep your spam rates below 0.10%, as reported. We recommend you use tools like Postmaster to get insights on your email deliverability rate, spam rates, and other insights. Regularly monitor your spam complaint rates from Google and other email services. Learn more about spam rates here. Unsubscribe: Include an easy, one-click unsubscribe in your emails to allow recipients to immediately opt-out, in line with the new email standards.