Product Updates

Note: All the features/enhancements below will be available on Starter and Growth plans on Nov 14th, 2024 & on Pro and Enterprise plans on Nov 27th, 2024.Product version: 2024.R11L.01New Features and Enhancements Advanced ITAM (powered by Device42) Enhancements Discovery Agent and Probe Daily Audit File Attachments for Service Request Items Audit Log Support Enhanced Governance for Ticket Exports Enhanced Filtering Capabilities in Change List API Improved Dark Mode Experience Improvements to Self-Service Portal Field Groups in user fields Important updates Bug Fixes New Features and EnhancementsAdvanced ITAM (powered by Device42) EnhancementsCategory: IT Asset ManagementWe’re thrilled to announce a series of powerful enhancements to Freshservice’s Advanced ITAM integration(powered by Device42).Discovery Hub: Unified Access to Comprehensive Discovery ToolsThe Discovery Hub enables users to access a full suite of discovery tools under a single roof.Key Capabilities:Unified Discovery Access: Discovery Hub consolidates Freshservice’s Basic and Advanced Discovery (powered by Device42) along with additional discovery capabilities, including SaaS discovery, cloud discovery, and integration-based discovery. This unified access allows users to manage all discovery functions from a single, centralized location.Guided Setup for Advanced ITAM: Discovery Hub offers a guided setup that empowers users to configure Device42 discovery. The intuitive interface provides step-by-step instructions, from initial configuration to setup completion, along with instructional videos to support a seamless onboarding experience.More details here.ID-Based Sync: Introducing a new sync method based on asset IDs for a more robust reconciliation method Improved Reconciliation Logic in the App: Improved reconciliation processes now leverage serial numbers, UUIDs, IMEI, and other critical attributes to intelligently decide whether to update an existing asset or create a new one during synchronization. New Resource Types, Attributes, and Relationships: The sync process will see a significant enhancement with the inclusion of additional asset types and attributes from Device42, ensuring a more comprehensive sync.      1. Device42 Type, Virtual, and Physical Subtype Fields will now sync to keep the Freshservice assets consistent with the Device42 device model.      2. All Device-to-Device Relationships available in the Device42 Topology view will be synced (not just relationships for Business apps and Affinity groups).      3. Cloud Resources: Additional cloud resources including databases, storage, and more, will be added to the sync.      4. Components for Computer and SNMP devices to be synced. Custom Field Mapping: Now offering flexibility to map custom fields between Device42 and Freshservice using an XML upload. Asset Deletion Flow: Resources deleted in Device42 will now result in soft deletion of the corresponding assets in Freshservice. MDM Integrations: Native support for major MDM platforms like Intune, Jamf, Airwatch/Workspace One, Automox, and Chrome OS Discovery is now integrated directly into the Device42 main appliance, ensuring all discovery data flows through Device42’s industry-leading reconciliation process for seamless and accurate asset management. Unified Authentication Powered by FreshID: Simplifies switching between Device42 and Freshservice with a unified authentication system, so users don’t need to log in again. Consolidation of Compute Resources in Freshservice: All cloud compute resources, including Virtual Machines, Hosts, K8s Nodes, and their respective subtypes (such as AWS VM, Azure VM, VMware vCenter Host, etc.), will now be consolidated under the Hardware-Computer hierarchy. This alignment with the Device42 device model streamlines reporting and workflows, making it easier to manage all compute resources within a unified structure.Note: These enhancements will be available from December 4, 2024. Discovery Agent and Probe Daily AuditCategory: IT Asset ManagementIntroducing daily data sync for the Probe and Agent, ensuring that asset data is consistently updated in Freshservice, regardless of asset data changes in each scan. This daily sync will enhance asset tracking accuracy by ensuring up-to-date information.Updated Asset Attributes:SCCM Probe: The “Last HW Scan” attribute for SCCM-managed assets will now reflect the latest hardware scan timestamp, ensuring Freshservice displays the most recent audit data from SCCM. Chrome OS Discovery: For Chrome OS assets, the “Last Sync” attribute indicates when the device was last scanned by third-party discovery sources rather than when it was imported into Freshservice.File Attachments for Service Request ItemsCategory: IT Service ManagementAgents can now add attachments at the item level when adding items to a service request. These attachments will be saved with the specific service item, ensuring relevant files are organized and accessible. Audit Log SupportCategory: IT Service ManagementTicket export tracking: Exports of tickets will now be captured in the audit log, providing greater visibility and accountability for ticket data exports. This enhances security and tracking for all exported ticket information. Change lifecycle: Audit logs are now generated for actions performed within the Change Lifecycle, providing enhanced traceability and accountability for all change lifecycle-related activities. Requestor groups: Admins can now view Requester Groups captured in audit logs. These will include the creation of a requester group, the addition of members manually or based on rules to a requester group, modification of rules within a requester group and deletion of a requester group.Enhanced Governance for Ticket ExportsCategory: IT Service ManagementAgents now require both ‘View Ticket’ and ‘Export Ticket’ permissions to export tickets. This added layer of permission control allows admins to manage export access separately, improving data security and control over ticket exports.Enhanced Filtering Capabilities in Change List APICategory: IT Service ManagementUsers can now filter changes within the Change List API using query hashes. This improvement provides a more targeted and efficient way to retrieve specific change records. More details here. Improved Dark Mode ExperienceCategory: IT Service ManagementViewing and editing customized rich text content in dark mode has been improved to provide a smoother and more visually consistent experience, enhancing usability for users who prefer dark mode.Improvements to Self-Service PortalCategory: IT Service ManagementWe have implemented a series of enhancements to the self-service portal to improve how employees access services and support. Here's what is new:Canonical URLs: Help article URLs will now include the article’s name, making it easier to identify and share content through links. This capability is currently available on the No Code Portal. Popular Service Items: Employees can now easily access frequently requested services through a dedicated tab. This capability is currently available on the No Code Portal. Portal Code Download: You can seamlessly upgrade from the V1 version to the No Code Portal by downloading all customization codes.Field Groups in user fieldsCategory: Freshservice for Business TeamsAdmins will be able to create and manage Field Groups to organize related user fields into collections. Role-based access controls would ensure that only authorized users can view or edit fields in these groups. Field values within Field Groups can be auto-populated from external apps (e.g., a - Human Resource Information System) or manually updated in Freshservice for flexible user data management.More details here. Important updatesFollow-up to our “Notices for new changes/upgrades/deprecation activities” communication sent in May 2024. [Date Extension] Fair Usage Policy (FUP) for Freshservice AnalyticsTo ensure that all our customers have an uninterrupted, performant, and smooth reporting experience, we have extended the date for implementing safeguards in some of our analytics capabilities to May 6, 2025. Please note that there is no immediate impact on your existing reports. You can continue to create and edit reports without any restrictions.Who will be impacted?If you have created reports 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 May 6, 2025.More details here.Notices for new changes/upgrades/deprecation activitiesThe following changes will be made effective by May 6, 2025. Ensure that you’re prepared for it.Allowlist Freshworks domains for Freshservice mail server usersFreshservice recommends adding specific domains to your mail server allowlist by May 6, 2025, to maintain seamless email delivery, prevent messages from being marked as spam, and ensure they reach your inbox directly.Who will be impacted?Freshservice mail server users, particularly those with configurations that may filter or block incoming emails from Freshservice.What do you need to do?Allowlist the following domains in your mail server settings to ensure emails are delivered directly to your inbox:freshservice.com freshworks.com freshemail.ioMore details on United States, Europe, India, and Australia data centers.  Deprecation of the legacy Jamf marketplace appWe will deprecate the legacy version of the Jamf app by May 6, 2025. If you are still using it, you must upgrade to the new Jamf app (Version 2.0) with enhanced security from the Freshservice marketplace before the end of April 2025.Who will be impacted?All accounts currently using the legacy Jamf app.What should you do?Upgrade to the latest version of the Jamf app (Version 2.0) available on the Freshservice marketplace. For more information, see Freshservice integration with Jamf Pro.More details here. Deprecation of Cloud Compute Asset TypesWe will deprecate the Cloud compute asset type hierarchy in our IT asset management module by May 6, 2025. This deprecation enables consistency in discovering IT assets across all asset discovery sources in Freshservice under a single hierarchy.Cloud compute assets are discovered from multiple sources, such as Probe, Agent, and Cloud application integrations. To maintain a single record for every discovered Cloud compute asset and avoid duplication, we will map the Cloud compute assets under new Hardware asset sub-types irrespective of the discovery sources.Who will be impacted?All accounts that are currently using Cloud compute assets.What do you need to do?We will introduce updated workflows using the new asset type for all the existing workflows with deprecated asset types. These new workflows will be set to ‘Draft’ status by default. It is recommended that you review, test, and then enable the new workflows to ensure they meet your needs with the updated asset structure. Then, disable the workflows that are based on the deprecated asset type. All the curated reports related to the deprecated Cloud compute asset types will be re-configured based on the new asset type. However, you must create new reports for all the Custom reports based on the deprecated asset types.More details here.Bug FixesThese were the product defects detected, and they have now been fixed.When we tried to move a ticket to another workspace from the list view, all agents who have access to the workspace were displayed in the agent drop-down despite selecting a group in which they are neither members nor observers. This is now fixed.  We fixed the issue in on-call schedules that resulted in the on-call agent rotation skipping an agent at the end of the week. Change calendar filtering based on groups was not working along with advanced filters. This is fixed now.

Hey Community,We’re thrilled to announce that after a successful closed beta (as Freddy Self Service), Freddy AI Agent is now available in open beta for all Enterprise plan customers. With this launch, Freddy AI Agent will provide always-on, trustworthy, and conversational service to your employees.Now is your chance to enhance employee experience and revolutionize first-line support for your team with Freddy AI Agent. Getting Started: Contact your account managers or navigate to your plans and billing page to upgrade to the Enterprise plan.What’s new?Empower employees with 24/7 personalized assistance using powerful AI that's trustworthy and easy to adopt.Human-like, Actionable Conversations: Employees can now engage in dynamic, multi-turn interactions with Freddy AI Agent, which provide actionable information summarized from various knowledge sources. Round-the-clock assistance: Employees now have the ability to interact with Freddy AI Agent anytime, 24/7, both privately and via public channels, to receive immediate assistance.Multilingual Assistance: Freddy AI Agent can now assist employees in more than 40 languages, enhancing global communication. Secure and trustworthy service: The latest Freddy AI Agent offers citations, and more reliable, accurate responses.Explore the power of Freddy AI Agent: Watch Demo | View Datasheet | Learn all about versionsRead our launch announcement for more details. There's a lot more in store with the Freddy AI Agent launch. Stay tuned for exciting updates in the coming weeks and join the Freshworks AI Summit to learn more!We look forward to seeing you soar to new heights of employee experience with Freddy AI Agent! Best regards,Team Freshservice 

Important update: The release of Jira SaaS Integration has changed and will now be available on November 15th, 2024.Note: All the features/enhancements below will be available on Starter and Growth plans on October 15th, 2024 & on Pro and Enterprise plans on October 28th, 2024.Product version: 2024.R10L.01New Features and Enhancements Enhanced Freddy Copilot Reporting Intent-based Reply Suggestions   Consumption of day passes and usage history   Requester and Agent data export access controls Restrict API key access for agents Export reports with real-time filters in Analytics Set custom incident/major incident values in alert workflows Minimize situational noise with alert suppression Modify on-call email notifications  Modify incident end time when resolving a Status page Incident Jira SaaS Integration Upgraded .NET for Linux and Mac agents Unique URLs for Project Reports Curated Report on Project Agile Metrics Integrate Freshservice with your Mobile app  New HCM Connector Apps to Automate Key Employee Workflows  Integrate Smartsheet with Freshservice  Integrate Amazon Connect with Freshservice  Integrate Tanium with Freshservice  Enable Auto-recharge for Connector Apps  Important Updates Bug Fixes New Features and EnhancementsEnhanced Freddy Copilot ReportingCategory: IT Service ManagementFreddy 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 ManagementThe 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 ManagementPreviously, 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 controlsCategory: IT Service ManagementAdmins 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 agentsCategory: IT Service ManagementAdmins 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 AnalyticsCategory: IT Service ManagementUsers 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 workflowsCategory: IT Operations ManagementUsers 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 suppressionCategory: IT Operations ManagementWith 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 ManagementAdmins can now customize the email notifications sent to on-call agents about ongoingescalations. 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 IncidentCategory: IT Operations ManagementAgents 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 IntegrationCategory: IT Asset ManagementIntroducing Jira direct integration, offering comprehensive license usage tracking and advanced discovery of all Jira users. This enhances the management of Jira licenses and utilization at the organizational level. It will be available via an update of the existing Jira Orch App.Key capabilities include:Discovery: Comprehensive discovery of all JIRA users. License Management: Track license consumption, and entitlements by adding Jira Contract. Usage Monitoring: Monitor login-based and granular activity based usage enabling license harvesting from inactive users. ​​​​​​​Orchestration: Automate user de-provisioning via Software Workflows for improved license management.Important update: The release of Jira SaaS Integration has changed and will now be available on November 15th, 2024.Upgraded .NET for Linux and Mac agentsCategory: IT Asset ManagementWe'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 ReportsCategory: Project ManagementWith 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 MetricsCategory: Project ManagementWith 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: MobileUsers 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 & IntegrationsNew 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 & IntegrationsEnable 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 & IntegrationsThe 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 & IntegrationsThe 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 & IntegrationsIf 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 UpdatesNotices for new changes/upgrades/deprecation activitiesThe following changes will be made effective by Nov 5th, 2024. Ensure that you’re prepared for it.Fair Usage Policy (FUP) for Freshservice AnalyticsTo 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 AppsWe 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 AppTo 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 versionTo 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 FixesThis was the product defect detected, and it have now been fixed.Fix for incorrect Custom Object lookup behaviour - duplicate values in workflow reader node output. More details here. (Note: This change will be available in November 2024).

Note: All the features/enhancements below will be available on Starter and Growth plans on September 17th, 2024 & Pro and Enterprise plans on September 26th, 2024.Product version: 2024.R09L.01New Features and Enhancements Expanded Bulk Update Option for Tickets  Improved Due Date Calculation for SLA Breach Audit logs for Service Catalog Change List and Calendar View Enhancements Automated translation for agent replies with Freddy Copilot  Revamped admin experience for ServiceBot for Slack Improved Workflow Navigation with Pagination Audit logs for an account’s primary contact modifications Modern view for Release module  Re-run escalation policies if ticket properties change Customize email notifications for status updates  Use Freddy Copilot to generate post-incident report Stay on Top of Contract Usage with the Analytics Module Salesforce SaaS Integration Enhanced Audit Log for Purchase order and software Fields Build Custom Objects in Global Settings Tag users with @mentions for seamless user notifications in Project Tasks Important Updates Bug Fixes New Features and EnhancementsExpanded Bulk Update Option for Tickets Category: IT Service ManagementThe bulk update option in the ticket list view now supports custom paragraph fields, giving you greater flexibility in managing and updating tickets efficiently.Improved Due Date Calculation for SLA BreachCategory: IT Service ManagementWe have refined the due date calculation logic to ensure accurate SLA adherence. When transitioning between "Pending" and "SLA on" states after an SLA breach, we have adjusted the logic to retain the due date, regardless of state transitions. This prevents any unintentional resets to the initial due date at ticket creation, ensuring a more accurate reflection of SLA timeframes.Audit logs for Service CatalogCategory: IT Service ManagementThe service catalog will now be captured in the audit log. This includes all creations or modifications of service categories, service items, and fields, ensuring better governance and tracking.Change List and Calendar View EnhancementsCategory: IT Service ManagementChange 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 change 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.More details here. Automated translation for agent replies with Freddy Copilot Category: IT Service ManagementAgents can now respond to tickets in their preferred language, and Freshservice will automatically translate replies into the ticket's original language. This feature ensures smoother communication across global teams and customers.More details here.   Revamped admin experience for ServiceBot for SlackCategory: IT Service Management ServiceBot is a channel with essential functions like ticket collaboration, ticket updates, virtual agent support, and on-call management. The new unified admin experience allows users to set up, manage, and customize all these features seamlessly in a single, streamlined flow. To get started, navigate to Admin > Channels > ServiceBot for Slack. More details hereImproved Workflow Navigation with PaginationCategory: IT Service ManagementWith the newly added pagination to Workflow Automator, admins can now efficiently search and browse workflows in smaller, manageable sets. This enhancement improves navigation, boosts performance, and eliminates slow load times and endless scrolling when managing multiple workflows.Audit logs for an account’s primary contact modificationsCategory: IT Service ManagementAdmins can now view audit logs when primary contact details of an account such as first name, last name, email, and phone are added or altered. Changes to account name and invoice email are also displayed in audit logs. This is in addition to audit logs for account domain and account mode. Modern view for Release module Category: IT Service ManagementThe release view is now enhanced to a more modern and scalable experience to improve your service desk experience.This release will introduce this new view for you to explore for a month. For the next 30 days, you can toggle between the classic view and the modern view. Once the 30-day period ends, the modern experience will be enabled as the default option for all users. Key features of the new experience 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 Re-run escalation policies if ticket properties changeCategory: IT Operations ManagementUsers can now ensure that escalation policies for on-call management are dynamically re-evaluated whenever any of the ticket fields undergo a change. This enhancement supports a wider range of incident management scenarios, ensuring that notifications remain relevant throughout the ticket lifecycle. It also minimizes the possibility of missed notifications due to escalation policy mismatch.More details here  Customize email notifications for status updates Category: IT Operations Management Admins and status page subscribers can now benefit from enhanced email notifications for status updates: Admins can now notify agents using an email template different from that for requesters and subscribers. With this enhancement, agents can be sent additional information about service degradation, helping them resolve associated incidents faster.  Admins can now include ticket details and properties (including custom properties) as placeholders for all status page incident notifications sent to agents. Status page subscribers can now comprehend service status with greater ease with the addition of a new placeholder, ‘Formatted Impacted Services’, to email notifications.  Status page subscribers can now manage their subscription or unsubscribe from status page notification emails using links placed in all email footers. When users unsubscribe, they are retained in the subscriber list, but stop receiving email notifications for all services. Status pages now include an unsubscribe link in the footer section by default. Subscribers can use this link to stop receiving all status page notifications. An unsubscribe confirmation email will be sent to avoid unsubscribing by mistake.   Use Freddy Copilot to generate post-incident reportCategory: IT Operations Management Users who have opted for Freddy Copilot license can now get Freddy AI to generate their post-incident report. Freddy AI will study the incident metadata, including associated alerts, impacted services/assets, attached tasks, timeline, and conversations among agents on relevant collaboration channels, and quickly deliver accurate and detailed post-incident reports. Users will benefit from enhanced precision and efficiency in documenting and analyzing major incidents, empowering organizations to build greater resilience and continuously improve their incident response strategies. More details here.Note: This enhancement will be available to customers on Pro and Enterprise plans from September 17, 2024, onwards. Stay on Top of Contract Usage with the Analytics ModuleCategory: IT Asset ManagementLeverage custom fields in Analytics to track and monitor various contract types like lease, maintenance, and software licenses tailored to your business needs. Analyze contract usage based on key metrics like contract status, users, assets, and source of creation for improved decision-making and optimized contract utilization.Salesforce SaaS IntegrationCategory: IT Asset ManagementIntroducing Salesforce CRM direct integration, which provides precise license usage tracking based on user logins, regardless of the authentication method (SSO, password, etc.).Key capabilities include:Discovery: Comprehensive discovery of all Salesforce users, user license allocations, and organization-level license utilization. License Management: Track entitlements, consumption, user licenses, permission set licenses, and feature licenses. Usage Monitoring: Monitor login-based usage, ensuring accurate license tracking. Orchestration: Automate user deprovisioning and license upgrade/downgrade tasks for improved license management. More details here.Note: This functionality will be available from October 15th, 2024 Enhanced Audit Log for Purchase order and software FieldsCategory: IT Asset ManagementThe audit log now provides comprehensive tracking of changes made to purchase orders and software fields in your service desk. With this enhancement, users gain better control and visibility over procurement and software management processes, ensuring greater accountability and compliance.Build Custom Objects in Global SettingsCategory: Freshservice for Business TeamsAdmins will now be able to define custom objects in Global Settings. Global custom objects will be accessible across all workspaces, reducing the need for repetitive setup while still maintaining the flexibility to define workspace-specific custom objects. Tag users with @mentions for seamless user notifications in Project TasksCategory: Project ManagementUsers can now be easily tagged and included in any necessary updates with @mentions. These @mentions will be enabled in the Notes section of Project Tasks. The tagged users will receive email notifications if the ‘Mentioned in note’ setting is enabled under Global settings.More details here.  Important UpdatesNotices for new changes/upgrades/deprecation activitiesThe following changes will be made effective by Nov 5th, 2024. Ensure that you’re prepared for it.Fair Usage Policy (FUP) for Freshservice AnalyticsTo 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 AppsWe 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 AppTo 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 versionTo 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 FixesThese were the product defects detected, and they have now been fixed.The article views count in the Solutions Overview report (curated report) was inaccurate. This has been fixed. In the requester portal, when the user tries to export tickets, the email was being sent without a download link. 

Note: All the features/enhancements below will be available on Starter and Growth plans on August 19th, 2024 & on Pro and Enterprise plans on August 28th, 2024.Product version: 2024.R08L.01New Features and Enhancements Multi-language support for custom fields in Problem, Release, and Change modules  Revamped admin experience for ServiceBot .NET security upgrade for Orchestration Server MS Teams Orchestration app enhancement  Private Notes edit access enhancements   Clone nodes and workflows in Alert Workflow Automator Trigger workflows on alert acknowledgment Increased character limit for metric values Embeddable status page widget & badges Post-incident report list page Enhanced setup and security for Windows Agent and Probe Discovery Probe Enhancements  Intune integration enhancements  Asset activity reporting Automate SaaS actions with Scheduled Workflows Reorder service categories on the support portal Reorder workspaces in the ticket form dropdown Move business teams from primary to new workspaces Track and manage eSignature usage Curated report on Project Time Entries Important Updates Bug Fixes New Features and Enhancements Multi-language support for custom fields in Problem, Release, and Change modules Category: IT Service ManagementUsers can now translate custom fields in the Problem, Release, and Change modules to any Freshservice-supported language. This functionality was already available for the Tickets and Timesheet modules. The translation process is managed via a YAML file upload, which allows you to define translations for all fields and their respective choices for all the Freshservice-supported languages. Revamped admin experience for ServiceBotCategory: IT Service ManagementServiceBot is a channel with essential functions like ticket collaboration, ticket updates, virtual agent support, and on-call management. The new unified admin experience allows users to set up, manage, and customize all these features seamlessly in a single, streamlined flow. To get started, navigate to Admin > Channels > ServiceBot for MS Teams. Note: This is currently available only on MS TeamsMore details here. .NET security upgrade for Orchestration ServerCategory: IT Service ManagementWe've upgraded the .Net Core version used in the Orchestration App Server from 3.5 to 4.8.1 to enhance security and to comply with the latest standards. This update is essential for those who use on-premise orchestration apps.What Needs to Be Done?Existing Customers: Uninstall the current Windows Installer version and install the latest one. Uninstall Guide Installation Guide New Sign-Ups: The latest version will be automatically available for download.  MS Teams Orchestration app enhancement Category: IT Service ManagementA new version of the MS Teams Orchestration app will be released, featuring all existing functionalities and essential updates to maintain seamless operations of the "Post Message" action, which is impacted by the MS Teams connector deprecation.Action Required for existing customers: Configure the new "Post Message via Power Automate" action before Microsoft's deadline on 1st October, 2024. More details here Private Notes edit access enhancements  Category: IT Service ManagementUsers who have ‘View’ access to the Problem, Change, and Release modules will now be able to add private notes in these modules. Clone nodes and workflows in Alert Workflow AutomatorCategory: IT Operations ManagementUsers of Alert Workflow Automator can now clone individual nodes within a workflow or duplicate entire workflows, saving time and effort in setting up similar processes.  Trigger workflows on alert acknowledgmentCategory: IT Operations ManagementUsers can now trigger workflows when an alert is acknowledged. This enhancement gives them greater control over alert workflows by automating responses, specifically when an alert is marked as acknowledged, improving workflow precision and efficiency. Increased character limit for metric valuesCategory: IT Operations ManagementThe character limit for the metric value parameter in alert fields has been increased from 100 to 255. This enhancement allows for more detailed and descriptive metric values. Embeddable status page widget & badgesCategory: IT Operations ManagementUsers can now embed Status Page badges and widgets on any webpage. This will help them update end-users about outages or maintenance directly via customer-facing websites and internal portals without making them visit the status page. This enhancement will improve the end-user experience and further reduce the number of support tickets. More details here. Post-incident report list pageCategory: IT Operations ManagementUsers can now access all post-incident reports in one place via the reporting menu. They will no longer have to access each major incident separately to get the associated post-incident report. This capability will help users save time and make better deductions about the efficacy of their infrastructure & operations.Enhanced setup and security for Windows Agent and ProbeCategory: IT Asset ManagementThis enhancement introduces an additional layer of security for new installations of the Discovery Probe and Windows Agent. It will not affect any agents or probes that are currently installed.For new installations, users will need to complete an extra step. During setup, a user will be required to copy a registration token from the application and paste it into the installer when configuring the Discovery Agent or Probe. More details here. Discovery Probe Enhancements Category: IT Asset ManagementThe following enhancements are designed to improve troubleshooting and streamline error management in the Discovery Probe. Improved Device List AccuracyThe devices tab now displays only devices that have been successfully scanned at least once and will thus also indicate how many assets have been synced to the CMDB. Streamline Error Management with Advanced Sorting and Filtering  Sort and filter devices by type, model, and scan time to better manage and analyze assets across both devices and error tabs.Ability to clear out stale error entriesReview and remove errors from the Errors tab, with the ability to select and clear irrelevant errors in bulk, keeping  error list up-to-date.Resolve Issues Quickly with Troubleshooting Guide LinksAccess a hyperlink to the Troubleshooting Guide directly from the error message column for faster issue resolution.Get Detailed Insights with the new Scan Message columnThis column summarizes the steps taken before failing to scan a device within the probe console, thus providing rich insights for troubleshooting.Improve Scan Accuracy with NMap Version UpgradeBenefit from enhanced OS detection capabilities with the upgraded NMap version, resulting in fewer generic error messages. Intune integration enhancements Category: IT Asset ManagementDaily Device SyncConfiguration Items (CIs) will now be synced daily to ensure they are always up-to-date, providing more accurate and timely updates to asset data.Enabling Software SyncSoftware sync is now enabled, allowing for comprehensive tracking of software installed on devices, ensuring thorough asset management.Sync Ownership Info Based on Primary UserOwnership information will now be synced based on the Primary User in Intune, rather than the Enrolled User, providing a more accurate representation of device ownership.Flexible Device Sync OptionsThe integration now supports syncing just computers, mobile devices, or both, offering flexibility to tailor the sync process for specific needs.More details here Asset activity reportingCategory: IT Asset ManagementActivities serve as a repository of all historical changes to an asset over time, providing significant value for auditing purposes. Asset activities are now available in analytics, unlocking use cases such as:Export activities across all assets for the last X months. Track specific attribute changes for an asset, such as Location, Department, and Used-By. Understand how many assets were deployed or retired over the past months. More details hereNote: Analytics can report only on the last 12 months of asset activities, so ensure this data is leveraged periodically. Automate SaaS actions with Scheduled WorkflowsCategory: IT Asset ManagementWe've introduced SaaS-based actions in Scheduled Workflows, allowing IT admins to automate processes across SaaS-based applications and users. This streamlines operations, reduces manual effort, and ensures consistent execution without the need for constant monitoring.Sample use cases:Admins can harvest licenses (de-provision users) based on SaaS app usage percentage Send email notifications to Software Users using specific apps (restricted/blacklisted apps, nearing the end-of-life apps, etc.) Reorder service categories on the support portalCategory: Freshservice for Business TeamsAdmins will now be able to configure the order in which service categories appear to requesters on the support portal. This allows admins to optimize the user experience and make employee services easily discoverable. More details here Reorder workspaces in the ticket form dropdownCategory: Freshservice for Business TeamsAdmins will now be able to change the order in which workspaces are listed on the ticket form. More details here Move business teams from primary to new workspacesCategory: Freshservice for Business TeamsWith the Workspace Organizer tool, admins can now easily copy over the configurations and move the tickets of their business teams from the primary workspace to new workspaces. Starting August 30th, 2024, this tool will be released only to accounts that had onboarded their business teams (non-IT teams) before the release of workspaces and have these teams currently functioning out of their primary workspace. More details here. Track and manage eSignature usageCategory: Freshservice for Business TeamsAdmins can now monitor eSignature usage with a dedicated report in Analytics and track usage per workspace within the Document Template setup. Each eSignature Pack includes 30 signatures for $90, with recurring billing to maintain the signature quota. All accounts receive a one-time bonus of 30 free signatures to get started.More details hereNote: This feature is available only for Pro and Enterprise customers. Curated report on Project Time EntriesCategory: Project ManagementWith an out-of-the-box curated report on project time entries, users can now keep track of the time that agents spend on a project or the total time they spend across projects. Billable and non-billable time entries can also be tracked across projects. This gives managers complete visibility of the hours logged by agents via the captured time and date details.More details here Important UpdatesNotices for new changes/upgrades/deprecation activitiesThe following changes will be made effective by Nov 5th, 2024. Ensure that you’re prepared for it.Fair Usage Policy (FUP) for Freshservice AnalyticsTo 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 AppsWe 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 AppTo 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 versionTo 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 FixesThese were the product defects detected, and they have now been fixed.The newly introduced field ‘Approval status updated at’ in the Analytics module will now capture accurate (real-time) timestamps of a change request whenever the approval status is updated. The existing field ‘Approved Date’ which captures the timestamp of the Change when the approval is moved to 'Awaiting Approval' status,’ will be renamed to 'Moved to Awaiting Approval On' under Analytics. In a multi-workspace account, if agents updated assets in bulk, they received an invalid workspace error. Now, agents can update assets in bulk without facing any issues. Due to a bug, ‘Ticket Forms.Service Item’ & ‘Ticket Forms.Service Category’ were introduced in Business Rules. These two fields have now been removed to avoid any confusion.  When two requesters being merged are present in multiple Freshservice accounts but not in non-Freshservice accounts in the same Freshworks organization, merging was not supported. Now, the requester merging will be allowed in such scenarios.

 Important update: 1. The release of audit logs for the service catalog has changed and will now be available for all plans from the first week of October.2. The audit log for department fields enhancement will be made available by early August, instead of July 29th, 2024.Note: All the features/enhancements below will be available on Starter and Growth plans on July 16th, 2024 & on Pro and Enterprise plans on July 30th, 2024.Product version: 2024.R07L.01New Features and Enhancements Translate incoming tickets on the go with Freddy Copilot Respond effectively with Freddy Copilot’s improved reply suggestions Analyze and report on Knowledge Base performance  Archival of Historic Tickets  Auto Refresh for Tickets and Changes   Extended Support for Lookup Fields  Audit logs for Service Catalog Introduction of CAB APIs  Field Sorting Enhancements  Analytics Support for Change Planning  Enhanced ticket privacy options Get access to multiple Sandboxes  Enhanced Audit Log for Department Fields Audit logs for on-call services Additional filters on the alerts list page Disabling Take Action Feature Auto-generate Test Cases with Freddy Copilot Custom Object Enhancements Integrate ServiceNow with Freshservice  Integrate Five9 CTI with Freshservice  Integrate GoTo Resolve with Freshservice  Integrate ManageEngine ServiceDesk Plus with Freshservice  Important Updates Bug Fixes New Features and EnhancementsTranslate incoming tickets on the go with Freddy CopilotCategory: IT Service ManagementWhen agents receive tickets in unfamiliar languages, support becomes challenging, delaying resolution and reducing employee satisfaction. Freddy Copilot’s Translator helps agents translate tickets into their preferred language, enabling swift and effective support. This streamlines cross-regional communication, cuts response times and boosts employee satisfaction for globally distributed teams.More details here. Respond effectively with Freddy Copilot’s improved reply suggestionsCategory: IT Service ManagementDrafting fast, effective responses requires incorporating relevant context from across the service desk. To ensure this, Freddy Copilot’s enhanced reply suggester now includes context from tickets created in the last six months, as well as resolution notes, to provide comprehensive and context-rich resolution. Analyze and report on Knowledge Base performance Category: IT Service ManagementMaintaining a knowledge base based on real-time employee needs is integral in meeting the workforce’s everyday queries and deflecting them to free up agents’ time. With knowledge base reports, users can now analyze and report on the knowledge base’s performance to fine-tune it to the employee’s needs. Users can measure article performance based on views and helpful/unhelpful votes and track article reviews/pending approvals in a single pane.Note: For customers using the beta version of this report, upcoming improvements will overwrite the current curated report. Customizations and schedules need to be refreshed and updated to leverage recent improvements. More details here.Archival of Historic Tickets Category: IT Service ManagementFollowing our communication in March, please note the following updates regarding the archival of historic tickets:The default configuration for ticket archival has been updated from '6 months' to '1 year'. An account must have a minimum of 500,000 total tickets to be eligible for archival. For accounts with over 500,000 tickets, the archival process will be completed in a phased manner by the end of October 2024. For accounts reaching the 500,000-ticket threshold after October, ticket archival will be triggered automatically on a weekly basis. Administrators of all accounts will receive email notifications stating that the account is eligible for archival and that it has started.More details here. Auto Refresh for Tickets and Changes  Category: IT Service ManagementMultiple agents working on a ticket simultaneously or workflow automations triggered by ticket property updates can cause visibility issues unless the agent manually clicks on "update." To ensure real-time visibility and to seamlessly integrate critical updates into the interface, we are launching an auto-refresh mechanism for the ticket and change modules.More details here. Extended Support for Lookup Fields Category: IT Service ManagementThe timeline for the lookup field support has been changed from June to August. Enterprise customers will have access to this feature only if they are using the new Sandbox.Audit logs for Service CatalogCategory: IT Service ManagementThe service catalog will now be captured in the audit log. This includes all creations or modifications of service categories, service items, and fields, ensuring better governance and tracking.Important update: The release of audit logs for the service catalog has changed and will now be available for all plans from the first week of October.Introduction of CAB APIs Category: IT Service ManagementFreshservice now supports APIs for programmatically creating, reading, updating, and deleting CAB (Change Advisory Board) entries.More details here. Field Sorting Enhancements Category: IT Service ManagementAdmins can now sort both default and custom fields alphabetically, including dropdown fields, dependent fields, and multi-select dropdown fields, improving data organization and fostering ease of use.Analytics Support for Change Planning Category: IT Service ManagementAnalytics support is now expanded to the planning section under the change management module. This section will cover the reason for change, impact, rollout plan, backout plan, and other custom fields, allowing for more comprehensive insights. Enhanced ticket privacy optionsCategory: IT Service ManagementAdmins can now make a user the ‘Department Head’ while restricting the user's access to all tickets within that department. This approach helps keep ticket data confidential while still ensuring that the department head can approve the necessary tickets.Get access to multiple Sandboxes Category: IT Service ManagementUsers can now purchase access to multiple Sandboxes at an additional cost, up to a maximum of two. To learn more about the pricing terms, please write to us at support@freshservice.com or reach out to your Customer Success Manager or Account Manager.Note: This enhancement will be available starting 16th July 2024 and is available only for customers on the Enterprise plan.Enhanced Audit Log for Department FieldsCategory: IT Service ManagementAudit logs now track all changes made to the departments in the service desk. This includes monitoring updates, additions, and deletions of the department fields. With this enhancement, users can easily record all modifications in departments for better transparency and control.Important update: This enhancement will be made available by early August, instead of July 29th, 2024.Audit logs for on-call servicesCategory: IT Operations ManagementAdmins can now track changes made to on-call schedules, shifts, and escalation paths via audit logs. This allows them to determine who made changes to their on-call management module and brings more transparency and accountability to their team members.Note: Audit logs are available for Enterprise plan customers only.More details here. Additional filters on the alerts list pageCategory: IT Operations ManagementUsers can now select a specific date range when filtering alerts based on the ‘Created On’ and ‘Updated On’ values. Users will now be able to quickly identify and focus on alerts within a particular period for more precise tracking and analysis of alerts. Disabling Take Action FeatureCategory: IT Asset ManagementWe are revamping our approach to cloud resource discovery and management in Freshservice. To support this approach, we have temporarily disabled the "Take Action" feature for cloud assets from the Ticket details page.More details here.Auto-generate Test Cases with Freddy CopilotCategory: Project ManagementUsers can now get ready-to-use test cases generated automatically with the power of AI. With this, testing & QA engineers can leverage the power of AI to generate test cases and save time in the end-to-end QA cycle.  More details here.Custom Object EnhancementsCategory: AutomationAdmins can now delete or edit specific custom objects directly from the list view page. They can also manage individual object fields and records, providing greater flexibility and control over their custom objects.Integrate ServiceNow with Freshservice Category: Apps & IntegrationsThe Freshservice and ServiceNow integration offers service management teams enhanced visibility and efficiency when collaborating with multiple stakeholders through seamless ticket sync. Admins can set up ticket sync using predefined recipes to create and update tickets between both systems.More details here. Integrate Five9 CTI with Freshservice Category: Apps & IntegrationsThe Freshservice integration with Five9 CTI App offers an all-in-one solution for efficient call management. It ensures every user interaction is logged, recorded, and accessible within Freshservice. Agents can handle inbound and outbound calls from within the Freshservice dashboard, enhancing productivity and service delivery.More details here.Integrate GoTo Resolve with Freshservice Category: Apps & IntegrationsThe integration between Freshservice and GoTo Resolve offers agents an effective way to access and manage the requester’s desktop to troubleshoot and solve issues faster. Agents can now initiate a remote session and gain access to the requester’s desktop directly through a widget from the Freshservice ticket console.More details here.Integrate ManageEngine ServiceDesk Plus with Freshservice Category: Apps & IntegrationsThe integration between Freshservice and ServiceDesk Plus allows service management teams to collaborate better through automated ticket sync. Admins can use the predefined recipes to enable the automatic sync, which handles creating and updating tickets between both systems.More details here.Important UpdatesNotices for new changes/upgrades/deprecation activitiesThe following changes will be made effective by Nov 5th, 2024. Ensure that you’re prepared for it.Fair Usage Policy (FUP) for Freshservice AnalyticsTo 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 AppsWe 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 AppTo 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 versionTo 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 FixesThese were the product defects detected, and they have now been fixed.When an on-call shift was created in a timezone with daylight savings, users were blocked from creating a shift with the error “something went wrong,” as the shift start time was in the past. Now, shift creation takes daylight savings into account and does not falsely throw the error. We fixed the issue with providing coverage in on-call management that led to shift override time being overridden to 0 hr 0 min, thereby changing the hand-off time between the shifts. Saving a dashboard after removing the ‘Leaderboard’ dashboard widget threw an error. Now it can be removed and saved without issues. Agents with "Cancel Approvals" permission were not able to cancel approvals for tickets in non-IT workspaces. Now, approvals can be removed based on the permission across all workspaces. Removed stale ticket field entries from the analytics to prevent the display of irrelevant data.

Note: All the features/enhancements below will be available on Starter and Growth plans on June 18th, 2024 & on Pro and Enterprise plans on June 27th, 2024.Product version: 2024.R06L.01 New Features and Enhancements Change Management for DevOps - Azure DevOps, Github and Jira Connector apps Deflect email queries with Email Bot Enhanced Navigation for Problems  Adding Notes for Changes Support for email notifications in the new Sandbox Associations within user modules in Analytics Customize Status Page look and feel  Agent privileges for Scheduled Maintenance Migration from alert rules to alert workflows Alert Management enabled by default Modify minimum value for alert reopen interval Search on-call schedules using keywords Export all fields/columns of the software user’s table for all SaaS products Enhancements in Employee Onboarding/Offboarding  Enhanced Business Rules Limit for Service Catalog Items  Freddy Copilot Ticket Summary for Mobile On-Call Shift Delegation on Mobile Integrate Genesys CTI with Freshservice  Important Updates Bug Fixes New Features and EnhancementsChange Management for DevOps - Azure DevOps, Github and Jira Connector appsCategory: IT Service ManagementIntroducing connector apps for DevOps tools like Azure DevOps, Github, and JIRA to track and align software development with Freshservice Change and Incident management.IT Service desk and Operations teams can Integrate change management with the CI/CD ( Continuous integration and continuous delivery/continuous deployment) process by automatically creating change records whenever there is a production deployment.  Integrate change management with the deployment schedule by creating immediate records of deployment initiations, and automating the creation of changes mimicking the deployment calendar. Gain complete context on the deployment by associating work items and pull requests that are ready for deployment to the change record in Freshservice. Automatically create and link development work items with incidents to streamline intake development backlog items through tickets and Incidents. Note: This feature is supported for customers in Pro and Enterprise plans in all data centers. Customers have to purchase the connector app add-on to use this capability.More details here.Deflect email queries with Email BotCategory: IT Service ManagementWhen employees raise queries through email, waiting and resolution times are often prolonged. Though many issues could be instantly resolved with the right help articles, email channels lack integration with these resources, preventing self-service.Introducing Email Bot, a Freddy Self Service feature that quickly deflects email queries by automatically suggesting relevant help articles. Using machine learning, Email Bot identifies and recommends articles that match the issue raised, helping employees resolve their issues faster and easing your IT team's workload.Note:  This feature is in beta and will now be a part of the Freddy Self Service category on the Enterprise plan.More details here. Enhanced Navigation for Problems Category: IT Service ManagementUsers can now effortlessly move to the 'next' or 'previous' problem from the problem details page, allowing easy and quick navigation. Adding Notes for ChangesCategory: IT Service ManagementUsers can now only select agents to notify when adding public or private notes in changes, aligning with our ticket module. The requester of the change can be notified via public notes, while other requesters cannot, enhancing security and maintaining consistency across modules. Note: To allow your requesters to raise a change, navigate to ‘Support portal settings’ and check ‘Allow requester groups to raise change requests’. Support for email notifications in the new SandboxCategory: IT Service ManagementAdmins can now configure and test email notifications in the new sandbox to ensure accuracy and reliability before deploying changes to the live environment.Associations within user modules in AnalyticsCategory: IT Service ManagementWith additional associations between user modules and various other modules, reporting on users who take actions on modules can be improved with more granularity. Here are the details:When reporting on ‘Alerts’, attributes of the "Acknowledged by" agent can be leveraged within filters and group-by filters. When reporting on ‘Requestors’, attributes of the "Tickets created" by them can be leveraged within filters and group-by filters.Customize Status Page look and feel Category: IT Operations ManagementUsers can now fine-tune the look and feel of their Status Page with various customizations that could help with branding, support, SEO, and more. These include:Colors and fonts: Select as per brand guidelines. Support: Add Support portal URL and contact information. Also add ‘Report a Problem’ link. Headers: Set up top-level messaging and links.  Footers: Add copyright disclaimer, links to privacy policy, website terms and similar links, home page and social media links, and RSS feed. Display: Set the default status page banner to be displayed when everything is ok. SEO: Instruct search engines to index your status page and optimize meta keywords for better SEO. More details here. Agent privileges for Scheduled MaintenanceCategory: IT Operations ManagementAdmins will now be able to give agents permission to create and manage updates about scheduled maintenance on the Status Page. This privilege can be enabled under agent roles in Global Settings. With this enhancement, admins will not only be able to retain control over core admin tasks like configuring change lifecycle and setting up maintenance windows but also delegate the posting of scheduled maintenance updates to specific agents.More details here. Migration from alert rules to alert workflowsCategory: IT Operations ManagementExisting users of the Alert Management System will be migrated from Alert Rules to the more advanced Alert Workflows. This migration will happen in phases from June 2024 to August 2024. Users will be informed a week in advance before this migration via an in-product message. After the migration, Alert Rules will remain visible but not actionable for a finite period to help users gently transition.To take full advantage of the simplified management capabilities of alert workflows, we recommend users review and consolidate their alert rules into optimized workflows before the migration begins by signing up for the beta program here.More details here. Alert Management enabled by defaultCategory: IT Operations ManagementUsers can get started with the Alert Management module faster with it being enabled by default for all Pro & Enterprise customers. Earlier, users had to go to an IT workspace, click on the Alert Management icon on the Admin page, and then enable Alert Management. But now they’ll straightaway see the Monitoring Tools icons on the Admin page and the Alert option on the left navigation bar, allowing for quicker setup and access. Users who have opted for the Freddy Copilot Add-on will also see the Automated Grouping icon.Modify minimum value for alert reopen intervalCategory: IT Operations ManagementUsers can now set the alert reopen interval up to 0. While earlier users were limited to setting this limit between 10 minutes - 24 hours, with this enhancement users will be able to choose an alert reopen interval between 1-10 minutes as well. More importantly, users will now be able to disable the alert reopen functionality by setting the value to 0. This means that if an alert is closed out and a new alert is generated immediately with the setting as 0, it’ll be treated as a new alert. Search on-call schedules using keywordsCategory: IT Operations ManagementUsers will now see a dedicated search bar at the top of the On-Call Schedules page, labeled ‘Search on-call schedules using schedule or group name’. The search functionality is designed to be quick, responsive, and accurate, ensuring that users can find the relevant schedules without the need to press enter or navigate through multiple pages.This search can also be accessed via Freshservice Public APIs.Export all fields/columns of the software user’s table for all SaaS productsCategory: IT Asset ManagementAgents can now export all the fields/columns of the software user’s table for all SaaS products, expanding insights and reporting options. This enhancement enables comprehensive data export, empowering them to make informed decisions and optimize software usage efficiently. Enhancements in Employee Onboarding/Offboarding Category: Freshservice for Business TeamsHR agents and supervisors can now gain deeper insights into onboarding and offboarding requests with new dashboard filters for child ticket discovery and details on predecessor and successor tickets. The newly added ‘quantity’ field for service items in onboarding kits provides IT agents with accurate demand data.Enhanced Business Rules Limit for Service Catalog Items Category: AutomationWe are updating the Business Rule (BR) limits to support extensive Service Catalogs better. Admins can now create up to 25 Business Rules per service item, providing greater flexibility and scalability for service request forms.More details here.Freddy Copilot Ticket Summary for MobileCategory: MobileAgents can now view and create ticket summaries on the go using the Freshservice mobile app, enabling them to get quick context and resolve tickets faster.Note: This capability will be available before the end of June 2024. Ensure the mobile app is updated to the latest version for access.  On-Call Shift Delegation on MobileCategory: MobileAgents can now delegate their on-call shift to another agent within the group if they are unavailable using the Freshservice mobile app, ensuring continuous agent availability. Note: This capability will be available before the end of June 2024. Ensure the mobile app is updated to the latest version for access.  Integrate Genesys CTI with Freshservice Category: Apps/IntegrationThe Freshservice - Genesys Cloud CTI integration is designed to bridge the capabilities of Genesys' robust calling functionality with Freshservice's enterprise-grade service management. With this integration, agents can effortlessly manage inbound and outbound calls, create new tickets or update existing tickets based on the calls, and easily access each ticket's call history.More details here.  Important UpdatesNotices for new changes/upgrades/deprecation activitiesThe following changes will be made effective by Nov 5th, 2024. Ensure that you’re prepared for it.Fair Usage Policy (FUP) for Freshservice AnalyticsTo 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 AppsWe 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 AppTo 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 versionTo ensure you experience the enhanced capabilities of the revamped Sandbox in Freshservice, we will be deprecating the current version of Sandbox by Nov 5th, 2024.Who will be impacted?You will be impacted if you have an active Sandbox created using the current version on or before Nov 5th, 2024.What do you need to do?If you have an active Sandbox that belongs to the current version, you can destroy or sync it to enable the revamped Sandbox version in your account. For example, If your account has Sandboxes across three workspaces (Global, IT, and HR), destroy or sync all of them to access the revamped version.More details here. Bug Fixes These were the product defects detected, and they have now been fixed.When a custom object was referenced in a field in the service catalog and another custom object was referenced in a conditional field within the previous field - there were issues in the values that were getting filtered.  In the support portal’s solutions page, when the window is resized and maximized, the page was misaligned. Service request was not working when a business rule was configured with the date field section. Resolution Notes placeholder in email was not picking up rich text content from the field. The project management module was not loading in the Chrome browser when third-party cookies were disabled.

 Important Update: The analytics support for lookup fields has been delayed and will now be made available by early August, instead of May 30th.Note: All the features/enhancements below will be available on Starter and Growth plans on May 15th, 2024 & on Pro and Enterprise plans on May 29th, 2024.Product version: 2024.R05L.01New Features and Enhancements Measure the impact of Freddy Copilot Enhancements to Similar Ticket Suggestions Custom objects and lookup field enhancements Analytics support for Problem analysis section OAuth Authentication for Freshservice APIs  Custom Roles within Neo Admin Center Custom SSL Enhancements Use public APIs for On-Call Management Integrate Cisco Meraki with Freshservice Use Single Sign On (SSO) for Status Page Reports for Service Health Monitoring Discovery Probe 5.4.0 Improved Cloud Resource Discovery by Probe Identification of IT and Business workspaces Public API endpoints for projects & project tasks Freshservice Mobile App for Intune Important Updates Notices for new changes/upgrades/deprecation activities Bug Fixes New Features and EnhancementsMeasure the impact of Freddy CopilotCategory: IT Service ManagementWith Freddy Copilot designed to enhance agent productivity, tracking its overall business impact is important to understand your Return on Investment with AI. With Freddy Copilot reports, you can now get an overview of the usage trends and the impact-driven across key service desk KPIs.More details here.Enhancements to Similar Ticket SuggestionsCategory: IT Service ManagementGoing forward, similar incidents in Freddy Copilot will be referred to as similar tickets, and this capability will be expanded to cover all types of tickets, including cases, service requests, etc.Additional enhancements to similar tickets include:Enhanced accuracy of AI suggestions. Ability to populate similar tickets across different languages. Categorization of similar tickets into unresolved and resolved categories, facilitating early problem detection and swift actions.More details here. Custom objects and lookup field enhancementsCategory: IT Service ManagementUsers can now associate custom objects with ticket fields for increased flexibility. Additionally, analytics support has been extended to include lookup fields across tickets, changes, and service items, ensuring accurate reporting. The lookup field will be reportable, just as any other association, to empower users to report not just on the lookup field value but also on the associated properties. More details here. Important Update: The analytics support for lookup fields has been delayed and will now be made available by early August, instead of May 30th. Analytics support for Problem analysis sectionCategory: IT Service ManagementAnalytics support is now expanded to the analysis section, covering root cause, impact, and symptoms within the problem module. Users can now filter problems based on whether they are known issues or not.OAuth Authentication for Freshservice APIs Category: IT Service ManagementUsers can now authenticate Freshservice APIs with OAuth credentials as an alternative to API key-based credentials, enabling a more secure way to use Freshservice APIs. Users can exercise better control over app permissions with this method of authentication.More details below:Building and using OAuth apps with Freshservice APIs How to develop OAuth apps Find the OAuth scopes required for Freshservice APIs here.Custom Roles within Neo Admin CenterCategory: IT Service ManagementFreshworks organization admins can now manage user access for specific features of the Neo Admin Center. Custom roles can be created to manage access for permissions such as managing all users, their security, login policies, audit log, or a combination of these as needed.More details here. Custom SSL EnhancementsCategory: IT Service Management Users will now receive the following notifications when accessing the portal and requesting SSL certificates, ensuring enhanced security, reliability, and user experience on our platform.Access Denied for Non-HTTPS URLs:Users attempting to access the portal via non-HTTPS URLs will now encounter an "Access Denied" message. This proactive measure ensures that portal access is limited to secure connections, enhancing overall data protection.This restriction applies in the following scenarios: Until the new SSL certificate is accessed via an "https" URL. In case of SSL certificate creation failure. Request SSL CertificateAdmins will now receive a notification popup when requesting SSL certificates. This enables administrators to schedule necessary changes during non-business hours, optimizing operational efficiency and minimizing downtime.Use public APIs for On-Call ManagementCategory: IT Operations ManagementThe APIs for On-Call Management have now been made public. Users can now integrate the APIs in their existing ecosystem and access them outside of Freshservice web or mobile app. With this enhancement, users will be able to customize their on-call system for their unique needs and integrate with internal and external tools for additional functionalities.More details here. Integrate Cisco Meraki with FreshserviceCategory: IT Operations ManagementUsers can now easily integrate Cisco Meraki network management tool with Freshservice using a new out-of-the-box (OOTB) integration. This will help them monitor the alerts related to their network and devices from within the Alert Management module.More details here.Use Single Sign On (SSO) for Status PageCategory: IT Operations ManagementUsers can now set up Single Sign On (SSO) for internal subscribers of their private status page. For this, they need to visit the new ‘Security Settings’ section under Status Page settings. Users can either use Freshworks’ login or third-party SSO to secure their private status page. They can also provide additional security by specifying IP range restrictions for accessing both public and private status pages.External subscribers will continue to get authenticated using email-based authentication. They can now be identified in the subscriber list using a new filter.More details here.Reports for Service Health MonitoringCategory: IT Operations ManagementUser can now create and schedule reports to analyze the health of their services. The enhanced clarity offered by these reports enables users to promptly address any underlying issues. Key widgets for users to explore include:Service Impacted Aggregated Health Status Alerts Created and Major Incidents Details of Services and Tickets with Resolution Time Impacted Services by Group Impacted Services by Time Trend Graph of Impacted ServicesDiscovery Probe 5.4.0Category: IT Asset Management Discovery Probe 5.4.0 now comes with improved monitoring and system logs for proactive issue identification and detection of inactivity. It also sends discovery errors and aggregated stats to Freshservice, providing valuable insights into probe usage.More details here.Improved Cloud Resource Discovery by ProbeCategory: IT Asset Management We've improved our probe scans to prevent duplication of AWS, Azure, and VMware cloud instances across various discovery methods. In addition to scanning these VMs, Probe can now gather software information installed on these instances.To ensure effective deduplication across these sources, we've introduced a few prerequisites that must be met.More details here. Identification of IT and Business workspacesCategory: Enterprise Service ManagementAdmins will now see the workspace type (IT or Business) on the workspace creation and settings pages. Additionally, they will be able to view the list of functionalities supported in each workspace and the permissions that can be granted to IT and Business agents. Public API endpoints for projects & project tasksCategory: Project ManagementThe new public API endpoints for projects and project tasks help scale processes and streamline workflows thereby increasing efficiency. Here are the details:Users can create, view, and delete Project and Project Task associations to Tickets, Changes, Problems, and Releases. Users can add and update attachments to Projects and Project Tasks. With API endpoints for notes, users can create, update, and delete notes for a task and view all notes against a task. With the View Project Task API, users can access the most recent notes on a task. Users can add one or more members to a project with the ‘Add Members’ API.Freshservice Mobile App for IntuneCategory: MobileCustomers using Intune for mobile app management can now use the new Freshservice mobile app for Intune to impose policies on end users for improved access and security, enabling more governance over how employees use the Freshservice mobile app. If you're not using Intune, please continue to use the existing Freshservice mobile app, which offers the same capabilities.More details here. Important UpdatesNotices for new changes/upgrades/deprecation activities The following changes will be made effective by Nov 5th, 2024. Ensure that you’re prepared for it in your Freshservice account.Fair Usage Policy (FUP) for Freshservice AnalyticsTo ensure that all our customers have an uninterrupted, performant, and smooth reporting experience, we are implementing safeguards in some of our analytics capabilities starting Nov 5th, 2024.Who will be impacted?If you have created reports, data exports, or schedules in Freshservice Analytics that violate the Fair Usage Policy, you will be impacted by this change.What do you need to do?Ensure all your reports adhere to the FUP before Nov 5th, 2024. Follow in-product instructions displayed starting May 16th, 2024, and resolve FUP violations.More details here. Discontinuation of Legacy Versions of Marketplace AppsWe 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 AppTo 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 versionTo 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 FixesThese were the product defects detected, and they have now been fixed.In the drafts folder of the Knowledge base, users were not able to open the attachments.  For apps discovered through Gsuite integration, users who logged in via oAuth were not listed on the Software Users page. An error message appeared on the Workload Management dashboard when any work item was selected. Approval reminders were not being sent to users if they were triggered in business workspaces. In employee journeys, when initiators removed themselves from the initiator field in list view filters, the page broke instead of showing the requests that were accessible to them.

Important update: The new Sandbox is now available for Enterprise plan customers. Happy sandboxing!We had scheduled the launch of the revamped Sandbox for all our users on the Enterprise plan on 30 April 2024. However, we'll now be rolling it out in phases over the next few weeks. This approach will help us ensure a seamless transition for those of you using the legacy Sandbox, and smoothly onboard you onto the revamped Sandbox.Some of you should see the revamped Sandbox already in your Freshservice accounts, while others will receive it shortly. You can continue using your existing Sandbox, and we'll let you know once the feature is enabled on your account. You can monitor this thread for updates.Thank you for your patience and understanding.-Team Freshservice

Important update: The new Sandbox is now available for Enterprise plan customers.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.Important update: The new Sandbox is now available for Enterprise plan customers. 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.

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.

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. 

  Note: All the features/enhancements below will be available on Starter and Growth plans on Jan 18th 2024. For Pro and Enterprise plans will be available on Jan 29th 2024.Product version: 2024.R01L.01New Features and Enhancements Dark Theme Enhanced Change Impact Analysis Added Service Request Details Gain actionable insights with a summary Enhanced Approval URL Logic Resolution note generator  Larger reporting canvas in Freshservice Analytics User Events for Serverless AppsCategory: IT Service Management New Improved Audit Logs in Freshservice Status Page now generally available with major enhancements Alerts now available in global search Prometheus now available as an OOTB integration Asset Auditing Enhancements  Quick access to view cloud assets Workflow Execution log enhancements Optimize Project Lifecycle with Agile Metrics Automatic Document Generation Attachment type field in Onboarding form Authorization for Virtual Agent providing PDF documents directly in Slack Mobile On-Call Management Important updates Reminders for upcoming upgrades and deprecations Bug FixesNew Features and Enhancements Dark ThemeCategory: IT Service ManagementAgents can now opt for the dark theme to reduce eye strain and improve focus. Easily toggle between dark and light themes or set a preferred theme in the Profile icon menu. Dark theme is accessible on both the agent web portal and mobile app.More details here.Note: The beta is now available to all users since December 22, 2023. Ensure the mobile app is updated to the latest version for accessing dark theme. Enhanced Change Impact AnalysisCategory: IT Service ManagementThe impacted services for a change now evaluates five levels of asset dependencies for a more thorough analysis, mitigating risks associated with changes. Added Service Request DetailsCategory: IT Service ManagementThe Activities tab now captures ‘Requested for' details when a service request is raised for someone else, enhancing detail and visibility. Gain actionable insights with a summaryCategory: IT Service ManagementFreddy Insights now supports a summary of tickets related to the trending employee issues. With this, you can quickly understand more details about a commonly occurring issue for your employees and take action accordingly. Note: This will be available starting January 31st, 2024.  Enhanced Approval URL LogicCategory: IT Service ManagementPortal-specific approval URLs now accurately reflect the associated company in MSP mode, while approval URLs will return the agent portal URL, ensuring precise navigation for portal-specific and general approvals. Resolution note generator Category: IT Service ManagementAgents can now create resolution notes for each ticket to aid quick references and faster service delivery. For customers with the Freddy copilot addon, this includes an AI-powered resolution note generator encompassing the root cause, actions taken, and resolution. More details here. Note: This feature will be available only from 31st January 2024 for all users.  Larger reporting canvas in Freshservice AnalyticsCategory: IT Service ManagementUsers will now be able to accommodate and view more widgets on each report page. The Freshservice Analytics Unified Report Builder is getting upgraded to a 36x36 grid layout which is a 3X increase as compared to its current size.Reports can now be made even more comprehensive as more widgets can be accommodated on a single page, thus reducing toggling between pages.Note: Existing reports and widgets inside them will auto-adjust to the new size based on their current dimension without requiring any user intervention. User Events for Serverless AppsCategory: IT Service ManagementDevelopers can now subscribe to and respond to user-related events in Serverless Apps: Agent/Requester Creation, Agent/Requester Update, and Agent/Requester Deletion. More details here. New Improved Audit Logs in FreshserviceCategory: IT Service ManagementUsers can now find audit logs for the below additional scenarios:When requestors are added or removed from a requestor group When agents or requestors account access is blocked or unblocked When an agent or requester is associated or disassociated with a department from the ‘Departments’ settings page.Note: For an MSP account, ‘Requester’ is called ‘Contact’ and ‘Requester Group’ is called ‘Contact Group’. Status Page now generally available with major enhancementsCategory: IT Operations ManagementTrial customers will now be able to access the Status Page which is now generally available to all Pro & Enterprise customers. The Status Page enables users to update customers and other end-users by displaying the status of their services from within Freshservice. Its general availability comes with two significant enhancements: Scheduled Maintenance: Users will now be able to intimate their end-users in advance about scheduled maintenance, reducing frustration and surprise when the service is temporarily unavailable. This enhancement will help set clear expectations about when the maintenance will occur, how long it is expected to last, and what services or features will be affected. By proactively informing end-users about an upcoming maintenance window, users will be able to gain their trust and confidence while projecting a reliable brand image.Incident creation revamped: Users can now benefit from better user experience while creating an incident in their Status Page. Enhancements include: Rich preview of status page in the side panel Support for canned responses for quicker, more standardized  updates Published incidents have a uniqueStatus Page Incident ID Contextually richer UI Alerts now available in global searchCategory: IT Operations ManagementAgents will now be able to search for alerts based on specific keywords in the alert content. They will also be able to filter the search results based on the same parameters. When a user starts typing the keyword in the global search, the tool will display matching alerts in the results. Plus, they will see the top 3 matches based on relevance in the search results in a section dedicated to alerts.Note: A user will be able to view alerts search results only if they have at least view permission for Alert Management for that workspace. Prometheus now available as an OOTB integrationCategory: IT Operations ManagementUsers can now ingest alerts from Prometheus, a powerful open-source monitoring and alerting toolkit, into Freshservice using the new out of the box integration. With this enhancement, users will be able to consolidate alerts within Freshservice, benefit from noise reduction, conditional conversion to incidents, and automatic routing to agent groups, helping reduce the Mean Time to Resolve (MTTR).More details here. Asset Auditing Enhancements Category -   IT Asset ManagementIntroducing new asset auditing capabilities to empower efficient asset management. Enhanced Asset TrackingAdmins can now track assets created and updated by specific users or sources with the addition of new asset fields. Created by and Last updated by (Source) -  Specifies a source that created or last updated an asset.  Some of the sources include Discovery Agent, Discovery Probe, SCCM Probe, Jamf, Chrome Connector, Cloud Discovery apps, and Workflows.Note: SCCM Probe is now introduced as a new source for asset creation and updation.  Created by and Last Updated by ( User ) -  Specifies the user that created or last updated an asset. Granular Activity LogsCapture precise activity logs at a granular level to track sources for asset creation and updates. Discovery Agent, Probe, Intune, Autmox, Jamf, Device42, Chrome Connector, Cloud discovery apps etc, will be tracked as separate sources in activities instead of System as a default asset source. Updates from integrated apps like Intune, Automox, Airwatch via API key will now specify the accurate source,  instead of being classified as user-based updates in the activity logs. Execution of workflows and specific actions on an asset will now be systematically tracked in the activities log. Comprehensive Asset ExportExport all new asset fields introduced, including Usage Type, Created at, and Last updated by for auditing purposes. Improved Reporting and FilteringUtilize the newly introduced fields seamlessly in reporting, filters, and group by functionalities to gauge your asset management processes. Source-Specific Asset AutomationTailor workflows to perform actions automatically when assets are created or updated from designated sources such as Discovery Agent, Probe, Intune, Automox, Jamf, Device42, Chrome Connector, and Cloud discovery apps. API Enhancement Admins can now access these new additional read-only asset fields, Created by and Last updated by (Source), Created by and Last Updated by ( User ) in the API responses for more robust integration with external systems. Quick access to view cloud assetsCategory:  IT Asset ManagementThe Cloud Inventory page empowers users with a comprehensive view of their discovered cloud assets, accessible with just a single click. With the improved cloud inventory page now mirroring asset management features of the inventory page, users can effortlessly:View and manage cloud assets better. Create and save customized cloud asset views for quick access to a filtered set of assets. Access and explore curated reports for deeper insights into cloud assets.Workflow Execution log enhancements Category -  AutomationAdmins can now troubleshoot workflow issues faster by using the search feature and the workflow ID ( unique identifier) in the execution logs.Optimize Project Lifecycle with Agile MetricsCategory: Project ManagementUsers will now be able to easily optimize project lifecycle end to end. With critical agile metrics like cycle time, lead time (to name a few) available in Project Analytics, organizations will be able to identify bottlenecks, increase project and team productivity and take informed corrective decisions. More details here.Note: Agile metrics in Project Analytics will be available by Jan 31, 2024. Automatic Document GenerationCategory: Freshservice for Business TeamsAdmins can choose to enable document templates to be auto-sent to the requester without approval for an employee if all merged fields are present.This is possible now with a toggle, ‘Automatically send documents to the requester’ that can be enabled right when the admin creates a Service Catalog item with a document template. Attachment type field in Onboarding formCategory: Freshservice for Business TeamsAdmins can now add a file attachment field in the employee onboarding forms. This allows easy uploading of documents from the involved stakeholders such as the reporting manager, hiring manager, newly hired employee, etc during the onboarding process. Authorization for Virtual Agent providing PDF documents directly in SlackCategory: Freshservice for Business TeamsAgents can now share PDF documents directly in Slack chats by granting the relevant authorization within Slack. This authorization allows virtual agents the necessary permission to securely share PDF documents within Slack. This streamlines the delivery of document-related service requests directly within Slack workspace. Mobile On-Call ManagementCategory: MobileAgents can now conveniently access their on-call shifts by tapping the profile or More icon, ensuring ease of use and the ability to view schedules on the go. Note: This enhancement will be available before the end of January 2024 and requires app updation. Important updatesReminders for upcoming upgrades and deprecationsMore details here Bug FixesThese were the product defects detected, and they have now been fixed.In the Dark theme, the text with hard-coded black color or specific color formatting was not readable with the black background. Also, the black background was reported to be too dark. Both the issues have been addressed.  iOS mobile app- There was an error on the ‘Approval Detail’ screen when the Approval was initiated by a workflow.  Android mobile app- Push Notification not shown for non-primary workspace actions. Text fields for assets with date values were parsed into date formats in the Asset Activity log. Improved the efficiency when exporting a large number of assets by reducing the processing time.  “Feature is no longer accessible” error was shown to some agents when they tried to add/ edit dashboards that were shared with all the agents in the account. Business agents were shown in the agent dropdown of IT workspaces even though business agents cannot be assigned tickets in IT workspaces. When a service item dependent field was used in a custom object, any change to the dependent field was affecting the custom object field. This is fixed now by enhancing the dependent field for service items. An error was being thrown when a child service item that has a mandatory field wasn’t used while creating a service request for parent service request.

Note: All the features/enhancements below will be available on Starter and Growth plans on Dec 14th 2023. For Pro and Enterprise plans will be available on Jan 3rd 2024.Product version: 2023.R12L.01New Features and Enhancements Holiday Theme Enablement Create new Freshchat trial accounts from Freshservice A new home for legacy Freddy AI features  SLAs for Changes  List all Groups API Sandbox support for Major Incident Management  Delegation of Onboarding/Offboarding form submission requests Reports on Onboarding and Offboarding Workflow Automator Enhancements Important updates Reminders for upcoming upgrades and deprecations Bug FixesNew Features and Enhancements Holiday Theme EnablementCategory: IT Service ManagementBring the spirit of the festive season into your everyday experiences with our holiday theme. With the holiday season around the corner, users can enhance their daily routines to make them more joyous and magical!To disable this theme, click on your profile and use the toggle to turn off the holiday theme.Note: This will be enabled for all customers from December 14th onwards. Also, this enhancement is optional for all users. Create new Freshchat trial accounts from FreshserviceCategory: IT Service ManagementYou can now create and integrate a new Freshchat trial account within Freshservice.  A new home for legacy Freddy AI features Category: IT Service ManagementAdmins can now enable and disable Similar incident suggestions and Field suggester from under Freddy Copilot in Admin > Freddy AI > Freddy.Note: These features will continue to be free for customers who signed up before November 10th, 2023. For customers who signed up after November 10th, this will be charged as a part of the Copilot add-on starting February 5th, 2024. SLAs for Changes Category: IT Service ManagementUsers can now set up SLAs for changes, enabling stronger governance and effectiveness for change management. To enable SLAs for changes, go to My team > SLA and OLA policies, and activate the toggle under the Changes tab.Note: Enabling SLAs for changes activates the 'Due by' field, business hour policies, and email notifications for changes that breach SLAs. List all Groups APICategory: IT Service ManagementThe list all groups API (/api/v2/groups) will return agent groups from the primary workspace by default. Upon specifying a workspace ID ("/api/v2/groups?workspace_id=[number]"), the agent groups belonging to that workspace are returned. Sandbox support for Major Incident Management Category: IT Operations ManagementEnterprise customers will now be able to design and test their Major Incident Management process in their sandbox accounts. This would include:Enabling the Major Incident ticket type and configuring workflows using the Workflow Automator to specifically handle major incidents Using the Major Incident ticket type to trigger escalations via On-Call Management Uploading and testing email templates for stakeholder communication Trying out Post Incident ReportingThis ability will help organizations fine tune and deploy their major incident management process quickly and with greater confidence, while containing risks from major incidents. Delegation of Onboarding/Offboarding form submission requestsCategory: Freshservice for Business TeamsStakeholders involved in employee onboarding/offboarding workflows will be able to delegate form submissions assigned to them during their absence. This would ensure the timely processing of onboarding/offboarding requests without any delays. More details here. Reports on Onboarding and OffboardingCategory: Freshservice for Business TeamsHR operations leaders will now get actionable insights on onboarding and offboarding operations through curated and custom reports. This helps with the identification of gaps and bottlenecks, further streamlining employee workflows for enhanced efficiency.Read the article below to learn about the report and the impact on onboarding APIs. More details here. Workflow Automator EnhancementsCategory: AutomationAdmins can now use the service desk portal URL placeholder in Freshservice Workflow nodes. This can come in handy to customize notifications by embedding portal link placeholders in automated notifications.  Important updatesUpgrades and DeprecationsReminders 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.Incremental Data Exports in FreshserviceTo provide you a faster, scalable solution to download data, or transfer data into your BI platform or custom applications, we are upgrading to Incremental Data Exports from May 1st, 2024.Who will be impacted?If you are currently using data exports from Freshservice Analytics to build reports using external BI tools, or are consuming data exports in your custom applications, you will be impacted by this upgrade.What should you do?If you consume data exports in your BI tools, reconfigure your BI tools to receive incremental exports instead of full exports. If you consume data exports in your custom applications, modify your applications to process incremental exports instead of full exports.If you have questions, reach out to support@freshservice.com.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.Discontinuation of Ask Freddy in Freshservice AnalyticsThe Ask Freddy functionality in Freshservice Analytics will be discontinued from Jan 2024.Who will be impacted by this discontinuation?If your agents use Ask Freddy to generate widgets by posing a question to Freddy, you will be impacted by this discontinuation. What can you do?Please reach out to support@freshservice.com if you have any questions about this discontinuation.More details here. Bug FixesThese were the product defects detected, and they have now been fixed.If no services were configured to be displayed on the status page, even open incidents published to the status page were not displayed. The {{approval.portal_url}} placeholder in email notifications was not correctly utilizing portal-specific URLs. When collaborating on Major Incidents using email, the search box for users showed only the first 30 users in alphabetical order, even if more users were present. The workspace settings panel opened randomly when any icon on the left navigation pane was clicked. List of users against any admin role showed a maximum of 30 agents instead of the complete list of agents. Dashboard widgets that referred to ticket filters created using custom fields showed the wrong set of data in the ticket list view when drilled down further. In a multi-workspace setup, some users received ‘liquid error’ when they tried submitting a ticket without logging in.

Note: All the features/enhancements below will be available on Starter and Growth plans on Nov 15th 2023. For Pro and Enterprise plans will be available on Nov 29th 2023.Product version: 2023.R11L.01New Features and Enhancements Gain visibility into service operations with Generative AI-powered Freddy Insights (Beta) Freddy Copilot now available in more languages (Beta) Dependent fields are now supported on Slack’s ServiceBot Enhanced UX with the revamped In-product Analytics Homepage  Improved experience with widget charts and underlying data view  List all Approvals API Import departments/companies from CSV Custom Status for Tasks Access Freshservice Support seamlessly Improved SaaS usage data for Docusign integration Discovery Probe 5.2.0 Scheduled Workflow for 'Approval Status: Requested' Tickets Revamped approval experience  Important Updates Reminders for upcoming upgrades and discontinuations Notices for new upgrades/migration activities Bug Fixes New Features and Enhancements Gain visibility into service operations with Generative AI-powered Freddy Insights (Beta)Category: IT Service ManagementDecision-makers need quick levers to rely on to make their decisions and take appropriate actions. Managing and tracking multiple bulky reports becomes time-consuming and delays decision making.With Freddy insights, equip decision-makers with relevant insights at the right time in a conversational way. Leverage these capabilities of Freddy Insights to make informed decisions on the go:Proactive insights: Explore auto-generated insights and take quick actions and decisions. Freddy monitors and analyzes your service desk to flesh out insights about ticket trends, outliers, and top increasing/decreasing metrics.Prompt-based analytics: Skip querying and build charts and reports by conversing with Freddy. Perform actions like creating charts, adding/removing metrics, and applying filters through simple text commands.More details here. Note: This was made available on October 16th, 2023 on the Pro and Enterprise plans.  Freddy Copilot now available in more languages (Beta)Category: IT Service ManagementProvide multi-lingual guidance for your agents with reply suggester, ticket summarizer and help article generator now available in the following languages: German, French, Spanish, Portuguese Brazilan, Dutch, Swedish, and Spanish LATAM. Dependent fields are now supported on Slack’s ServiceBotCategory: IT Service ManagementUsers can now use the ServiceBot on Slack to quickly raise incidents / service requests right from within the collaboration app when the ticket form includes dependent fields. Note: This is applicable only for ticket forms that use only fields supported by ServiceBot. If there are unsupported fields, users will be redirected to the portal to raise a ticket. Enhanced UX with the revamped In-product Analytics Homepage Category: IT Service ManagementAgents can now get easy access to reports, trash, settings and an option to favorite reports. The clutter-free home-page also offers access to a comprehensive, self-serve help section that includes Data Dictionary, Video Tutorials, Interactive Tours, Support articles and FAQs.  More details here.Note: This feature will be available on all plans starting Nov 30th, 2023. Improved experience with widget charts and underlying data view Category: IT Service ManagementUsers will now be intuitively directed to the metric addition step as soon as they add a chart widget to a report. Users will also see frequently used functionalities like chart type and underlying data on the widget pane for easy access.Additionally, underlying data will now be viewable with filters applied relevant to the data type, will have the export option readily available and will also have a customizable column search functionality . List all Approvals APICategory: IT Service ManagementUsers can now use the ‘List all approvals’ API to seamlessly filter approvals from the ticket and change module and get a list of approval requests matching the specified filters.More details here.  Import departments/companies from CSVCategory: IT Service ManagementUsers can now import departments or companies from a CSV file into Freshservice, eliminating the need to manually input departments/companies. More details here.  Custom Status for TasksCategory: IT Service ManagementAdmins will now be able to create and use custom task statuses with the option to set OLA timers, providing more control over task management.  Access Freshservice Support seamlesslyCategory: IT Service ManagementUsers selecting the "Help and Support" option from within their instance will now be redirected to Freshservice's support portal in a separate window, allowing for a more streamlined support experience. Improved SaaS usage data for Docusign integrationCategory: IT Asset ManagementTo track and manage Docusign usage better, we’ve enhanced the SaaS management integration by ensuring that the usage percentage is calculated by tracking the envelopes sent. Discovery Probe 5.2.0Category: IT Asset Management   Discovery Probe 5.2.0 version brings stability and performance improvements, ensuring smoother asset discovery experience.More info here. Scheduled Workflow for 'Approval Status: Requested' TicketsCategory: AutomationScheduled workflows will now be executed for all tickets labeled 'Approval Status: Requested.' This update ensures a more inclusive and efficient workflow management. More info here.Revamped approval experience Category: MobileUsers can now approve tickets and changes on the go with the revamped approval module. This new experience provides rich context, the ability to view other approvers' statuses, and a simplified user experience for swift actions.  Important UpdatesUpgrades and DiscontinuationsReminders for upcoming upgrades and discontinuations Follow-up to our “Notices for new upgrades/migration activities” communication sent in Nov 2022.The following change will be made effective soon. Ensure that you’re prepared for it in your Freshservice account.TLS 1.2 Strong Cipher Suites CompatibilityAs part of our ongoing efforts to enhance the security of our systems, Freshservice will implement a change in its transport layer security controls. Starting from November 30, 2023, only TLS 1.2 Strong cipher suites will be permitted.Who will be impacted by this?If you are accessing Freshservice through any of the following means, you will be impacted by this deprecation: 1. Chrome/Firefox/Safari/Edge browsers: Not updated to the latest 2 versions. 2. Any software or custom integration with Freshservice. 3. Discovery Probe or Agent installed on strong cipher unsupported OS versions. More details. What happens after the deprecation date?Services mentioned above that do not employ TLS 1.2 strong cipher suites will be deprecated and will stop functioning after November 30,2023. Failing to update will potentially disrupt your access to Freshservice.Follow-up to our “Notices for new upgrades/migration activities” communication sent in May 2023.The following deprecation is complete and should have been actioned by now. If not, please read through carefully and take necessary action at the earliest.Deprecation of JWT Authentication for Zoom Orchestration AppZoom has deprecated the use of new JSON Web Tokens (JWT) for authentication on June 1, 2023, and recommends using OAuth instead. To continue using Freshservice's integration with the Zoom seamlessly, it was necessary to update the integration. Further, Zoom has stopped supporting all existing JWT based authentication from September 9, 2023. Hence, it is important that you migrate all Zoom based Authentication onto OAuth before all JWT apps reach their projected end-of-life, if not done already.Who will be impacted?If you have used Freshservice integration with the Zoom-Orch application in SaaS management, Workflow Orchestration node, all related API calls made to Zoom will be impacted.What do you need to do?If not actioned already, please update your integration to use OAuth for authentication to continue using Zoom with Freshservice. Click here for more information.More about the Zoom deprecations here. Ensure that you are prepared for the following changes which will be effective in your Freshservice account in Nov 2023.Deprecation of old "List All Ticket Fields” and “List All Change Fields” API EndpointsTo maintain consistency across all the API endpoints, we’re deprecating the old versions of the ‘List all ticket fields’ and ‘List all change fields’ by November 30, 2023. After November 30, 2023 only the new “List All Ticket Fields” and “List All Change Fields” API endpoints will be supported. Calls to the older versions of “List All Ticket Fields” and “List All Change Fields” APIs will fail.Who will be impacted?If you’re using the old versions of the above-mentioned API endpoints, you will be affected by this migration.What do you need to do?Please switch over to  the new ‘List all ticket fields’ and ‘List all change fields’ API endpoints by November 30, 2023 in all the locations where the old APIs are referenced to prevent disruptions.More details here. Allowlisting new Freshservice NAT IP addresses To enhance security, we've updated the NAT IP addresses used to support all outgoing communications from Freshservice to other external services. We have added NAT IP addresses that will support all outgoing communications from Freshservice to other external services, November 30, 2023 onwards. Here is the list of new IP addresses.Who will be impacted?If you have any firewall/allowlisting mechanism configured on your networks and services with which Freshservice communicates, and you’ve allowlisted the older IP addresses only, then this migration will impact you. For example: web request nodes in workflow automator that invoke your custom API endpoints.What do you need to do?Please whitelist the newer IP addresses mentioned here in addition to the older IP addresses by November 30, 2023 to prevent possible disruptions.More details here.Deprecation of Alert endpointsWith the introduction of Alert Management Systems 2.0, the entity ‘Alert Profiles’ was deprecated and replaced with ‘Monitoring Tools’. To maintain consistency across endpoint URLs, we updated the URLs associated with the alert profiles.During this entity change, the format of the endpoint URL was updated from ‘https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts’ to ‘https://accountname.alerts.freshservice.com/integrations/integrationID/alerts’.After November 30, 2023, old endpoint URLs in the format https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts configured in your monitoring tools will not work.Who will be impacted?If you’re using the old endpoint URL in the format https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts in your monitoring tool, you will be affected by this migration.   What do you need to do?If you’re still using the older endpoint URL format, navigate to Admin> Monitoring tools> Name of the monitoring tool> Endpoint URL and use the updated URL in your monitoring tool by November 30, 2023 to avoid disruption in functionality. Get detailed instructions to change the endpoint URL for your monitoring tool here.More details here.Deprecation of Legacy AWS CloudWatch applicationAs part of our ongoing efforts to improve our services over AWS integration, we will be deprecating the legacy AWS CloudWatch application from our marketplace by November 30, 2023 and the app will be replaced by an upgraded AWS CloudWatch integration with our Alert Management module.The existing AWS CloudWatch marketplace application used for converting AWS CloudWatch alarms to tickets in Freshservice will no longer be supported. Who will be impacted?If you’re using Legacy AWS CloudWatch application to convert AWS CloudWatch alarms to tickets in Freshservice, you will be impacted by this migration.What do you need to do?Please integrate with the AWS CloudWatch application using our Alert Management module by November 30, 2023 to avoid any disruptions due to this migration. Click here for more information.More details here. Notices for new upgrades/migration activitiesIncremental Data Exports in FreshserviceTo provide you a faster, scalable solution to download data, or transfer data into your BI platform or custom applications, we are upgrading to Incremental Data Exports from May 1st, 2024.Who will be impacted?If you are currently using data exports from Freshservice Analytics to build reports using external BI tools, or are consuming data exports in your custom applications, you will be impacted by this upgrade.What should you do?If you consume data exports in your BI tools, reconfigure your BI tools to receive incremental exports instead of full exports. If you consume data exports in your custom applications, modify your applications to process incremental exports instead of full exports.If you have questions, reach out to support@freshservice.com.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 Freddy Copilot offering, is an enhanced version of both the Canned Response Suggester (CRS) and Solution Article Suggester (SAS), these will be deprecated by May 1, 2024.Who will be impacted?If you were using either CRS or SAS, you will be impacted by this deprecation. What can you do?Try out the Reply Suggester feature in Freddy Copilot. It is on public beta till the end of the year. You can then choose to purchase the feature.If you have further queries, please write to us at support@freshservice.com. More details here.Discontinuation of Ask Freddy in Freshservice AnalyticsThe Ask Freddy functionality in Freshservice Analytics will be discontinued from Jan 2024.Who will be impacted by this discontinuation?If your agents use Ask Freddy to generate widgets by posing a question to Freddy, you will be impacted by this discontinuation. What can you do?Please reach out to support@freshservice.com if you have any questions about this discontinuation.More details here. Bug FixesThese were the product defects detected, and they have now been fixed.Scheduler was not supporting values in dropdown fields. When assets assigned to a user were managed by different agent groups, employee offboarding requests were not creating child tickets for each of these agent groups. Date fields were not getting populated in analytics reports. In a multi-workspace setup, business rules for changes were not getting executed as expected. Using custom number fields in APIs to filter tickets was not returning the expected results. Report page throwing error when a new chart is added with multiple filters. Scheduled PDF reports missing data and showing error messages instead.

Note: All the features/enhancements below will be available on Starter and Growth plans on Oct 18th 2023. For Pro and Enterprise plans will be available on Oct 30th 2023.Product version: 2023.R10L.01New Features and Enhancements Enable workspace users to raise tickets from Microsoft Teams using ServiceBot Add watchers to problems Freddy Copilot Beta now available on the Pro plan Parameter duplication for ticket associations  Access restrictions on curated reports Improved user module for reporting  Major Incident Management now generally available Import subscribers to Status Page & create custom domain Add multiple responder groups via workflows Escalation policies for On-Call Management Larger alert payloads, more tags, & reduced noise  Enhanced context for service status  Workflow Management for Enhanced Enterprise Performance Improved SaaS usage data for Slack integration Associate software to users and assets GCP Cloud Discovery Discovery Agent Windows 3.3.0 Easily discover Test Runs, Plans and Versions within Projects Restricted groups available in all workspaces Enhancements in agent and requestor profiles Important updates Reminders for upcoming upgrades and deprecations Bug Fixes New Features and Enhancements Enable workspace users to raise tickets from Microsoft Teams using ServiceBotCategory: IT Service ManagementWorkspace users can now use ServiceBot on Microsoft Teams to quickly raise tickets right from within the collaboration app. Note: This is applicable only for ticket forms that use fields supported by ServiceBot. If there are unsupported fields, users will be redirected to the portal to raise a ticket. Add watchers to problemsCategory: IT Service ManagementAs a part of the modern problem view, you can now add watchers to your problems to let other agents monitor and view your problems. More details here. Freddy Copilot Beta now available on the Pro planCategory: IT Service ManagementNote: This is currently supported only in English. Empower high-performing IT staff with generative AI-powered productivity and efficiency tools - now on the Pro plan. You can explore the following capabilities for free in Beta until the end of the year, after which they will be charged as a part of a paid add-on.Automatic ticket summary generationGenerate a summary of how a ticket was resolved by capturing consolidated context from all ticket responses.More details here. Automatic ticket reply suggestions Quickly respond to tickets with auto-generated replies that are sourced from help articles maintained in your knowledge base. More details here.Auto-generate help articles from public sourcesAuto-generate solution articles from public sources to deflect commonly occurring issues. More details here. Parameter duplication for ticket associations Category: IT Service ManagementAgents will now have the capability to replicate parameters from the parent ticket when associating new problems or changes to an existing ticket eliminating manual inputs. Access restrictions on curated reportsCategory: IT Service ManagementAgents without access to a module would no longer be able to view the module-specific curated reports. For instance, the "Overview of Alerts" report, linked to the Alerts module, will only be available to users or agents with access to the Alerts module. Improved user module for reporting Category: IT Service Management Agents can now utilize the new attributes and associations in the user module to keep track of user activities efficiently for improved reporting insights:‘Requester group’ attribute to show tickets raised by a requester group  ‘Software used’ association to show users currently using a software  ‘Software managed’ association to show agents that are currently managing a software  ‘Department/Companies’ association to show a relevant list  Major Incident Management now generally availableCategory: IT Operations ManagementTrial customers will now be able to access the Major Incident Management module which is now generally available to all Pro & Enterprise customers. Users will also be able to add the option 'Major Incident' in Set Type action of Workflow Actions to automatically promote an incident to a major incident based on certain conditions. They will also be able to export the Post Incident Report in Docx format.The module empowers users to streamline their major incident response, thereby minimizing cost and building resilience. With this module, users can:Customize their incident response using the Major Incident ticket type Resolve fast by collaborating across teams from within the incident detail page Eliminate confusion and protect their brand by easily updating internal and external stakeholders Build resilience by learning from each incident and avoiding similar incidents in futureMore details here. Import subscribers to Status Page & create custom domainCategory: IT Operations ManagementUsers can now import subscribers to the Status Page in bulk by uploading an Excel sheet. This enhancement will help them save time and effort which were earlier spent on manually adding each subscriber. Users can also create a custom domain for their organization via Status Page customizations.  Add multiple responder groups via workflowsCategory: IT Operations ManagementUsers can now configure workflows to automatically trigger on-call notifications to multiple agent groups. Up until now, users could escalate an incident to a single on-call agent group, and then manually add other on-call agent groups under the Responder tab of an incident. With this enhancement, users will save even more time getting the right agents – across teams – to acknowledge and start acting on the incident right away.   Escalation policies for On-Call ManagementCategory: IT Operations ManagementUsers can now experience greater control and ease in designing on-call escalations with the introduction of Escalation Policies – a smart replacement for Escalation Paths and Notification Rules. Up until now, users needed to design an Escalation Path for each shift and specify the Notification Rules for it separately. This enhancement eliminates that approach and offers:A unified notification overview: Gain a comprehensive view of who receives notifications and through which channels along the escalation path Multi-shift escalation policies: Associate a single escalation policy with multiple shifts or create a unique escalation policy tailored for a specific shift Condition blocks for customized escalation: Define conditions based on multiple ticket standard and custom fields to tailor escalations as per unique circumstancesMore details here. Larger alert payloads, more tags, & reduced noise Category: IT Operations ManagementUsers can now benefit from better context and reduced noise made possible by:Increased character limits on several alert fields to capture more essential information from alerts i.e.  255 to 1024 characters for Message/Subject field, and from 4096 to 8000 characters for Description field.  An increase in the number of Property fields from 10 to 30.  A higher number of tags i.e from 5 to 20. Extension of alert reopen interval from 60 minutes to 24 hours making it possible to aggregate more alert logs with the same alert  Increase in the time delay option in Alert Rules from 15 minutes to 60 minutes, further reducing the number of incidents created  Enhanced context for service status Category: IT Operations ManagementUsers can now benefit from enhanced context about the state of their services made possible by:A single click view into tickets related to a service in the service map Automatic extraction of impacted services when an asset (associated with one or more services) is manually associated with an open ticketHaving ticket and service information in the same pane will help agents better understand the impact of incidents and resolve faster. Workflow Management for Enhanced Enterprise PerformanceCategory: AutomationIntroducing a suite of enhancements to empower your organization's performance with workflow management.Improved Workflow Searchability: With a growing number of workflows, finding a specific one by its name can be challenging. We've introduced a more robust search feature, making it easier than ever to locate the workflow needed quickly.Streamlined Workflow Reordering: Reordering workflows, especially within categories of similar workflows, is now a breeze. Our updated interface simplifies the process, allowing IT admins to prioritize tasks efficiently. Enhanced Workflow Filtering:  Inactive and draft workflows can now be easily filtered out, allowing admins to focus exclusively on what matters most - your active workflows. Improved SaaS usage data for Slack integrationCategory: IT Asset ManagementTo track and manage Slack usage better, we’ve enhanced the SaaS management integration by ensuring that the usage percentage is calculated using the following parameters:Reactions added Messages posted Channel messages posted Slack calls madeNote: This is applicable only if you’re on Slack’s Enterprise plan. If you’re using the Slack Pro and Business plans, we will continue calculating the usage percentage using login data only. Associate software to users and assetsCategory: IT Asset ManagementAgents can now seamlessly report on software information directly from the assets and user module in analytics. This enhancement provides essential insights into software usage. Example use case - Track list of assets located in a specific area with particular software configurations. GCP Cloud DiscoveryCategory: IT Asset ManagementIntroducing the much awaited marketplace app for Google Cloud Discovery. Agents can now discover and manage virtual assets across their GCP accounts and sync them to Freshservice CMDB.The resources discovered include:Vpc, Subnet, Image, Disk, Virtual Machine, Public IP address, Security group, Network Interface, Load balancer, Bigquery table. More details here.Discovery Agent Windows 3.3.0Category: IT Asset Management   Windows 3.3.0 version brings stability improvements, ensuring that discovery agents installed on devices consistently check in. Experience enhanced reliability and smoother asset management with this update. Easily discover Test Runs, Plans and Versions within ProjectsCategory: Project ManagementUsers now can easily filter Test Runs, Test Plans and Versions by type, state and owner. Additionally, users can also run string based search for Test Run, Test Plan and Version names. This helps optimize, manage and accelerate overall testing efforts with convenient discoverability.  Restricted groups available in all workspacesCategory: Freshservice for Business TeamsAdministrators will be able to create restricted groups not only in the primary workspace but also in other workspaces, allowing for greater control over ticket access even within individual workspaces. Restricted groups can also be created within restricted workspaces to control ticket access to some agents of the workspace. Enhancements in agent and requestor profilesCategory: Freshservice for Business TeamsUsers now get a more consistent view of user information with enhanced user profiles for agents and requestors. This enhancement ensures a uniform view of user profiles on the agent portal, requester portal, and admin settings. All users get access to general user information, assigned software and assets, and documents. Agents get additional access to permissions, achievements, tickets, and apps.  Important updatesReminders for upcoming upgrades and deprecations Follow-up to our “Notices for new upgrades/migration activities” communication sent in Nov 2022.The following change will be made effective soon. Ensure that you’re prepared for it in your Freshservice account.TLS 1.2 Strong Cipher Suites CompatibilityAs part of our ongoing efforts to enhance the security of our systems, Freshservice will implement a change in its transport layer security controls. Starting from November 30, 2023, only TLS 1.2 Strong cipher suites will be permitted.Who will be impacted by this?If you are accessing Freshservice through any of the following means, you will be impacted by this deprecation:1. Chrome/Firefox/Safari/Edge browsers: Not updated to the latest 2 versions.2. Any software or custom integration with Freshservice.3. Discovery Probe or Agent installed on strong cipher unsupported OS versions. More details.What happens after the deprecation date?Services mentioned above that do not employ TLS 1.2 strong cipher suites will be deprecated and will stop functioning after November 30,2023. Failing to update will potentially disrupt your access to Freshservice. Follow-up to our “Notices for new upgrades/migration activities” communication sent in May 2023.The following deprecation is complete and should have been actioned by now. If not, please read through carefully and take necessary action at the earliest.Deprecation of JWT Authentication for Zoom Orchestration AppZoom has deprecated the use of new JSON Web Tokens (JWT) for authentication on June 1, 2023, and recommends using OAuth instead. To continue using Freshservice's integration with the Zoom seamlessly, it was necessary to update the integration. Further, Zoom has stopped supporting all existing JWT based authentication from September 9, 2023. Hence, it is important that you migrate all Zoom based Authentication onto OAuth before all JWT apps reach their projected end-of-life, if not done already.Who will be impacted?If you have used Freshservice integration with the Zoom-Orch application in SaaS management, Workflow Orchestration node, all related API calls made to Zoom will be impacted.What do you need to do?If not actioned already, please update your integration to use OAuth for authentication to continue using Zoom with Freshservice. Click here for more information.More about the Zoom deprecations here. Ensure that you are prepared for the following changes which will be effective in your Freshservice account in Nov 2023.Deprecation of old "List All Ticket Fields” and “List All Change Fields” API EndpointsTo maintain consistency across all the API endpoints, we’re deprecating the old versions of the ‘List all ticket fields’ and ‘List all change fields’ by November 30, 2023. After November 30, 2023 only the new “List All Ticket Fields” and “List All Change Fields” API endpoints will be supported. Calls to the older versions of “List All Ticket Fields” and “List All Change Fields” APIs will fail.Who will be impacted?If you’re using the old versions of the above-mentioned API endpoints, you will be affected by this migration.What do you need to do?Please switch over to  the new ‘List all ticket fields’ and ‘List all change fields’ API endpoints by November 30, 2023 in all the locations where the old APIs are referenced to prevent disruptions.More details here. Allowlisting new Freshservice NAT IP addresses To enhance security, we've updated the NAT IP addresses used to support all outgoing communications from Freshservice to other external services. We have added NAT IP addresses that will support all outgoing communications from Freshservice to other external services, November 30, 2023 onwards. Here is the list of new IP addresses.Who will be impacted?If you have any firewall/allowlisting mechanism configured on your networks and services with which Freshservice communicates, and you’ve allowlisted the older IP addresses only, then this migration will impact you. For example: web request nodes in workflow automator that invoke your custom API endpoints.What do you need to do?Please whitelist the newer IP addresses mentioned here in addition to the older IP addresses by November 30, 2023 to prevent possible disruptions.More details here.Deprecation of Alert endpointsWith the introduction of Alert Management Systems 2.0, the entity ‘Alert Profiles’ was deprecated and replaced with ‘Monitoring Tools’. To maintain consistency across endpoint URLs, we updated the URLs associated with the alert profiles.During this entity change, the format of the endpoint URL was updated from ‘https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts’ to ‘https://accountname.alerts.freshservice.com/integrations/integrationID/alerts’.After November 30, 2023, old endpoint URLs in the format https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts configured in your monitoring tools will not work.Who will be impacted?If you’re using the old endpoint URL in the format https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts in your monitoring tool, you will be affected by this migration.   What do you need to do?If you’re still using the older endpoint URL format, navigate to Admin> Monitoring tools> Name of the monitoring tool> Endpoint URL and use the updated URL in your monitoring tool by November 30, 2023 to avoid disruption in functionality. Get detailed instructions to change the endpoint URL for your monitoring tool here.More details here.Deprecation of Legacy AWS CloudWatch applicationAs part of our ongoing efforts to improve our services over AWS integration, we will be deprecating the legacy AWS CloudWatch application from our marketplace by November 30, 2023 and the app will be replaced by an upgraded AWS CloudWatch integration with our Alert Management module.The existing AWS CloudWatch marketplace application used for converting AWS CloudWatch alarms to tickets in Freshservice will no longer be supported. Who will be impacted?If you’re using Legacy AWS CloudWatch application to convert AWS CloudWatch alarms to tickets in Freshservice, you will be impacted by this migration.What do you need to do?Please integrate with the AWS CloudWatch application using our Alert Management module by November 30, 2023 to avoid any disruptions due to this migration. Click here for more information.More details here. Bug FixesThese were the product defects detected, and they have now been fixed.Search results on V1 requester portal were being displayed with html codes ‘View all tickets’ option in MS Teams Servicebot was redirecting to all closed & resolved tickets.

Note: All the features/enhancements below will be available on Starter and Growth plans on Sep 15th 2023. For Pro and Enterprise plans will be available on Sep 27th 2023.Product version: 2023.R09L.01New Features and Enhancements Important updates Bug FixesNew Features and Enhancements Enable Generative AI-powered tools for agents with Freddy Copilot (Beta)Category: IT Service ManagementNote: This is available only for Enterprise plan customers and is currently supported only in EnglishEmpower high-performing IT staff with generative AI-powered productivity and efficiency tools. More details here.The following capabilities are now available in Beta for you to explore:Automatic ticket summary generationGenerate a summary of how a ticket was resolved by capturing consolidated context from all ticket responses.More details here. Automatic ticket reply suggestions Quickly respond to tickets with auto-generated replies that are sourced from help articles maintained in your knowledge base. More details here. Auto-generate help articles from public sourcesGenerate solution articles from public sources to deflect commonly occurring issues. More details here. Servicebot (Virtual agent) available on Microsoft Teams public channelsCategory: IT Service ManagementWith Servicebot’s Virtual agent on public channels, employees can get their questions answered by tagging the Servicebot. Servicebot will understand the queries and provide quick resolution with relevant help articles and service requests.More details here. ServiceBot on Microsoft Teams supports all Freshservice languages Category: IT Service ManagementLocalizing service desk operations is essential when your workforce is globally spread out. With Servicebot now available in all languages supported by Freshservice, enable your agents to work on the go in the language of their choice. All the actions and labels will be automatically translated based on your Service desk language preferences. More details here. Explore a Modern View for ProblemsCategory: IT Service ManagementTo enable the best experience, we have redesigned the Problems view to a more modern and scalable experience. This experience will be available on Sep 18th for Starter, Growth plans (if ITIL add-on is enabled) and from Sep 27th for Pro, Enterprise plans for you to explore. 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. More details here. One to Many associations across ITIL modulesCategory: IT Service Management Agents can now link multiple changes to tickets and problems to support advanced IT processes while improving problem and change tracking within the service desk.  Enhanced email approval experience Category: IT Service Management Users can now expedite responses using the "Approve" and "Reject" buttons in email notifications for tickets and change requests for a seamless approval experience. Note: If you’ve currently checked ‘Enable email approvals’ in the email notifications settings, please remove the existing text template for a smooth transition. More details here.  Audit Logging for Profile ChangesCategory: IT Service ManagementAudit logs are now available for requester/contact profile information like email, first name, last name, and custom fields when a requester is created or updated for enhanced transparency. The logs also record actions such as requester merging, activation/deactivation, opting in/out of analytics, and forgetting requester.  Time zone inclusion in Email NotificationsCategory: IT Service Management Users will now be able to see the timezone details included in service request email notifications for accurate scheduling and better communication. Get insight into an agents’ availability and bandwidthCategory: IT Service ManagementAgents and supervisors now have visibility into their own or their team's daily availability either in hours or as a percentage. This helps identify resources that have bandwidth and distribute incoming work more efficiently, thus balancing workloads for all.More details here. Cloud Discovery EnhancementsCategory: IT Asset ManagementEffortlessly manage Cloud Discovery with our new streamlined and simplified integration process. This enhancement significantly reduces the number of steps involved in creating and managing accounts, ensuring easy configuration management of your cloud accounts.More details here. Improved SaaS usage data for Zoom integrationCategory: IT Asset managementTo track and manage Zoom applications better, we’ve enhanced the SaaS management integration by:Zoom meeting data for 60 days is synced (instead of 30 days) Tracking last used date based on when a user hosted the latest meeting Introducing a field to track the number of meetings hosted for more than 40 minutes to optimize paid licenses better. More details here. Track sync statuses for SaaS applications from the Software pageCategory: IT Asset ManagementManage and take actions on SaaS applications better with sync statuses available for quick viewing on the Software list page. More details here. Sort Contracts by More FieldsCategory: IT Asset managementTo enable sorting contracts better, we now support sorting by Contract Value, Users, Installs and Created At fields.  Post Incident Reporting for Major Incident Management now availableCategory: IT Operations ManagementUsers can now generate a Post Incident Report (PIR) after the resolution of a major incident. This report will help them collate relevant information about the major incident so as to avoid similar incidents in future. Users will now be able to:Create a report with pre populated information about the major incident in a single click Select placeholders to populate the report with relevant information Customize the report template and capture incident details in a format of their choice Add inline images to the report to make it context rich Export the PIR as a pdf and share with relevant stakeholders. (Note: This functionality will be made available in early October.) More details here. Private Status Page now availableCategory: IT Operations ManagementMake your Status Page private or public. A private Status Page will be viewable only by verified subscribers. Status Page customizations & deletionCategory: IT Operations ManagementUsers can now benefit from multiple highly sought-after enhancements in Status Page that include:Brand: Align the Status Page with your brand identity by displaying your logo and favicon Deletion: Delete your status page if need be  SEO: Analyze the performance of the Status Page with Google Analytics tracking ID Service display: Reorder the services, groups, and subgroups to display services as per requirements (Note: This functionality will be made available in early October).More details here. Automate major incident creation via alert rulesCategory: IT Operations ManagementNow, with alert rules, users can automate major incident creation based on specified conditions. They can also associate alerts to major incidents in bulk, directly from the alert list screen. These functionalities will help agents save time and effort which could be invested in resolving issues faster. Notify non-Freshservice users about a major incidentCategory: IT Operations ManagementUsers can now notify non-Freshservice users about a major incident to keep them in the loop via the email widget available in the Collaborate section. Users simply need to type in the email address, click enter, and then draft and send the email. On-call shift creation simplifiedCategory: IT Operations ManagementUsers can now breeze through on-call shift creation with an improved user interface:Create an on-call roster in just two steps. First, add roster members – even in bulk. Second, specify the rotation type right next to the roster Effortlessly replicate the primary on-call rotation details across secondary and tertiary rosters Configure agents to be on call 24*7 with a single click Create more shifts in an on-call schedule with the revised limit of 15 shiftsMore details here. Enhanced security for User Access Control Lists Category: IT Operations ManagementAdmins and users can now benefit from heightened security measures and improved control over User Access Control Lists (ACLs) within Service Health Monitoring. All actions are now subject to meticulous role-based access control, delivering enhanced security, access management, and comprehensive tracking capabilities. Business rules actions for workspace fieldCategory: Freshservice for Business TeamsAdmins would be able to customize how the workspace field functions on the ticket creation form. This would be possible through the actions available in Business Rules which would now be enabled for the workspace field as well.  Draft workspaces visibility in ticket actionsCategory: Freshservice for Business TeamsAgents will not be able to create tickets in or move tickets to a draft workspace if they are not a member of the draft workspace. Important updatesReminders for upcoming upgrades and deprecationsFollow-up to our “Notices for new upgrades/migration activities” communication sent in Nov 2022.The following change will be made effective soon. Ensure that you’re prepared for it in your Freshservice account.TLS 1.2 Strong Cipher Suites CompatibilityAs part of our ongoing efforts to enhance the security of our systems, Freshservice will implement a change in its transport layer security controls. Starting from November 30, 2023, only TLS 1.2 Strong cipher suites will be permitted.Who will be impacted by this?If you are accessing Freshservice through any of the following means, you will be impacted by this deprecation:Chrome/Firefox/Safari/Edge browsers: Not updated to the latest 2 versions. Any software or custom integration with Freshservice. Discovery Probe or Agent installed on strong cipher unsupported OS versions. More details here.What happens after the deprecation date?Services mentioned above that do not employ TLS 1.2 strong cipher suites will be deprecated and will stop functioning after November 30,2023. Failing to update will potentially disrupt your access to Freshservice.Follow-up to our “Notices for new upgrades/migration activities” communication sent in May 2023.The following deprecation is complete and should have been actioned by now. If not, please read through carefully and take necessary action at the earliest.Deprecation of JWT Authentication for Zoom Orchestration AppZoom has deprecated the use of new JSON Web Tokens (JWT) for authentication on June 1, 2023, and recommends using OAuth instead. To continue using Freshservice's integration with the Zoom seamlessly, it was necessary to update the integration. Further, Zoom has stopped supporting all existing JWT based authentication from September 9, 2023. Hence, it is important that you migrate all Zoom based Authentication onto OAuth before all JWT apps reach their projected end-of-life, if not done already.Who will be impacted?If you have used Freshservice integration with the Zoom-Orch application in SaaS management, Workflow Orchestration node, all related API calls made to Zoom will be impacted.What do you need to do?If not actioned already, please update your integration to use OAuth for authentication to continue using Zoom with Freshservice. Click here for more information.More about the Zoom deprecations here. Ensure that you are prepared for the following changes which will be effective in your Freshservice account in Nov 2023.Deprecation of old "List All Ticket Fields” and “List All Change Fields” API EndpointsTo maintain consistency across all the API endpoints, we’re deprecating the old versions of the ‘List all ticket fields’ and ‘List all change fields’ by November 30, 2023. After November 30, 2023 only the new “List All Ticket Fields” and “List All Change Fields” API endpoints will be supported. Calls to the older versions of “List All Ticket Fields” and “List All Change Fields” APIs will fail.Who will be impacted?If you’re using the old versions of the above-mentioned API endpoints, you will be affected by this migration.What do you need to do?Please switch over to  the new ‘List all ticket fields’ and ‘List all change fields’ API endpoints by November 30, 2023 in all the locations where the old APIs are referenced to prevent disruptions.More details here. Allowlisting new Freshservice NAT IP addresses To enhance security, we've updated the NAT IP addresses used to support all outgoing communications from Freshservice to other external services. We have added NAT IP addresses that will support all outgoing communications from Freshservice to other external services, November 30, 2023 onwards. Here is the list of new IP addresses.Who will be impacted?If you have any firewall/allowlisting mechanism configured on your networks and services with which Freshservice communicates, and you’ve allowlisted the older IP addresses only, then this migration will impact you. For example: web request nodes in workflow automator that invoke your custom API endpoints.What do you need to do?Please whitelist the newer IP addresses mentioned here in addition to the older IP addresses by November 30, 2023 to prevent possible disruptions.More details here.Deprecation of Alert endpointsWith the introduction of Alert Management Systems 2.0, the entity ‘Alert Profiles’ was deprecated and replaced with ‘Monitoring Tools’. To maintain consistency across endpoint URLs, we updated the URLs associated with the alert profiles.During this entity change, the format of the endpoint URL was updated from ‘https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts’ to ‘https://accountname.alerts.freshservice.com/integrations/integrationID/alerts’.After November 30, 2023, old endpoint URLs in the format https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts configured in your monitoring tools will not work.Who will be impacted?If you’re using the old endpoint URL in the format https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts in your monitoring tool, you will be affected by this migration.   What do you need to do?If you’re still using the older endpoint URL format, navigate to Admin> Monitoring tools> Name of the monitoring tool> Endpoint URL and use the updated URL in your monitoring tool by November 30, 2023 to avoid disruption in functionality. Get detailed instructions to change the endpoint URL for your monitoring tool here.More details here.Deprecation of Legacy AWS CloudWatch applicationAs part of our ongoing efforts to improve our services over AWS integration, we will be deprecating the legacy AWS CloudWatch application from our marketplace by November 30, 2023 and the app will be replaced by an upgraded AWS CloudWatch integration with our Alert Management module.The existing AWS CloudWatch marketplace application used for converting AWS CloudWatch alarms to tickets in Freshservice will no longer be supported. Who will be impacted?If you’re using Legacy AWS CloudWatch application to convert AWS CloudWatch alarms to tickets in Freshservice, you will be impacted by this migration.What do you need to do?Please integrate with the AWS CloudWatch application using our Alert Management module by November 30, 2023 to avoid any disruptions due to this migration. Click here for more information.More details here. Bug FixesThese were the product defects detected, and they have now been fixed.Access privileges pertaining to agents when accessing service health monitoring are defined  according to their roles and corresponding actions. Analytics emails for accounts with multiple workspaces should have been sent from the primary mailbox of the primary workspace, but this was not happening in some scenarios. Agents were unable to view agent group-related fields  in Analytics reports despite being members of the groups. Agents were unable to move solution categories from one workspace to another workspace. Admins were getting an ‘access denied’ error when they used a saved credential to authorize access to the Zoom orchestration app via OAuth. Admins were unable to re-use emails configured in deleted workspaces. Some agents were unable to edit tickets in the mobile app but were able to edit them in the web app.

Note: All the features/enhancements below will be available on Starter and Growth plans on Aug 16th 2023. For Pro and Enterprise plans will be available on Aug 30th 2023.Product version: 2023.R08L.01New Features and Enhancements [Beta] Ticket Collaboration on Slack  Comprehensive Reporting with Custom Metrics and Attributes  Selection of Non-agents as Requesters for Changes  Enhanced Email Error Alerts  Improved User and Department Modules for Reporting  Check email alert regex within Freshservice  Enhancements in On-call Shift Page Simplified Workspace Management Search Software Users and Filter Software Better Streamline Workflow Efficiency with Asset Reader Node Tasks Based Automation Enhanced Agent Profile for MSP accounts Advanced Role Management for MSP accounts New Features and Enhancements [Beta] Ticket Collaboration on Slack Category: IT Service Management Users can now instantly initiate conversations with relevant stakeholders on Slack from within the Freshservice ticket details page. This will allow collaboration with context, eliminate tool switching and bring a summary of the ticket right into Slack, either on an existing channel or a new channel, aiding faster ticket resolution and enhanced agent efficiency.Note: This feature will be available in public beta from September 1st 2023. More details here.  Comprehensive Reporting with Custom Metrics and Attributes Category: IT Service ManagementAdmins 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 and logical operators and a variety of functions on existing metrics & attributes.Note: This feature will be available on Pro and Enterprise plans only.More details here. Selection of Non-agents as Requesters for Changes Category: IT Service Management Users can now search and select non-agents as requesters when creating a new change. This is configurable and offers greater flexibility in assigning requesters, facilitating a seamless workflow for change management. Enhanced Email Error Alerts Category: IT Service Management Freshservice will now alert users for failed email delivery within ticket conversations and email notifications, ensuring stakeholders stay informed. Agents will be able to see a 'review' icon adjacent to the ticket for better clarity and troubleshooting, providing concise reasons for the failure. Improved User and Department Modules for Reporting Category: IT Service Management Agents can now utilize the new fields and associations below to keep track of user activities and manage assets efficiently for improved reporting insights:Users module: ‘Assets used’ to show assets currently being used by a user  ‘Assets managed’ to show assets currently being managed by an agent  ‘Is Active’ attribute to show if a user is currently active in Freshservice Department module: Support for department custom fields Note: This feature will be available for all plans on the 30th of August 2023.  Check email alert regex within Freshservice Category: IT Operations ManagementUsers can now check the output of the regex based alert field mapping within Freshservice. While setting up an email integration, users can simply copy and paste the sample email template, input the regex on the field mapping screen, and see a preview of the value that their regex extracts from emails. This simplifies integration by eliminating errors in regex creation.More details here. Enhancements in On-call Shift PageCategory: IT Operations ManagementUsers can now access the on-call calendar for an agent group right from the shift page. This will help them understand the availability of the agent group and design a shift accordingly. Simplified Workspace ManagementCategory: MobileWorkspace information is now available on the mobile app for improved clarity. Agents will be able to view, edit and move tickets and assets across workspaces for greater control and efficiency. Search Software Users and Filter Software BetterCategory: IT Asset ManagementWith the latest enhancements to the software management module, you can now search for users associated with a software, and filter software based on their source of discovery.  Streamline Workflow Efficiency with Asset Reader NodeCategory: Workflows/AutomationEliminate the need to hardcode Asset information within the Automator for Approvals and Notifications. Easily streamline workflows and reference asset details from the business object using the Reader node. More details here. Tasks Based AutomationCategory: Workflows/AutomationUsers can now perform task-based automation using Reader, App, Web Request, JSON Parser, and Expression Nodes within workflows. Automate recurring tasks such as employee onboarding/offboarding and improve agent productivity.  Enhanced Agent Profile for MSP accountsCategory: Managed Service Providers With an enhanced agent profile, admins in MSP accounts will have a holistic view of agent information, including basic details, assigned roles, tickets, assets, and more, making it easier to navigate to specific information.Note: This capability will be made available in a phased manner starting 31st Aug '2023 in eligible MSP accounts Advanced Role Management for MSP accountsCategory: Managed Service Providers With advanced role management, single and multiple MSP accounts will be enabled with two different types of roles: Agent roles and Admin roles. This makes it easier to grant granular access to settings and data. Read the article to understand the impact on agent APIs. Note: This capability will be made available in a phased manner starting 31st Aug 2023 in eligible MSP accountsMore details here. Bug FixesThese were the product defects detected, and they have now been fixed.Agents were facing formatting issues while copy-pasting onto canned responses or solutions module. Certain agents were experiencing unusually high response times while loading and editing tickets. Agents with access to work in multiple workspaces were unable to create purchase orders. The default source was set as “Phone” while creating tickets using API v2. Now it is set to “Portal”. In Analytics, attempting to “Present” a report caused an error. Accessing Analytics data exports through the API endpoint occasionally caused a “No Such Key” error. Hourly data exports scheduled in Analytics occasionally failed to execute at the scheduled time.

Note: All the features/enhancements below will be available on Starter and Growth plans on July 17th 2023. For Pro and Enterprise plans will be available on July 31st 2023.Product version: 2023.R07L.01Ticket Collaboration on MS Teams  Export Tickets with Ease  Enhanced User Name Syncing Streamlined Time Entry Management  Real-time Refresh for Changes  Enhanced Task List View Balance Team Workloads with Bulk Assignment of Tasks Hassle-free updation of planning fields and agent re-assignment Employee Offboarding Roadmap View - Card Customization Gauge Epic Size and Track Epic Progress Holistically  Simpler On-Call Shift Creation Streamlined Access to Cloud Assets Device42-Freshservice integration Enhancements Important update Reminders for upcoming upgrades and deprecations Bug FixesTicket Collaboration on MS Teams Category: IT Service Management Agents can now instantly initiate conversations with relevant stakeholders on MS Teams from within the Freshservice ticket details page. This will allow collaboration with context, eliminate tool switching and bring a summary of the ticket right into MS Teams, either on an existing channel or a new channel, aiding faster ticket resolution and enhanced agent efficiency.Note: This feature will be available in public beta from August 1st 2023. More details here.  Export Tickets with Ease Category: IT Service Management Users can now seamlessly export ticket data from Freshservice with adequate filters to efficiently analyze and utilize ticket information. More details here.  Enhanced User Name SyncingCategory: IT Service Management The first name and last name values in Freshservice’s user profile will now mirror those in the Neo-admin center, ensuring consistency across both platforms. Additionally, the middle name, if applicable, can only be viewed and modified from the Neo-admin center, providing a centralized approach to managing user information. Note: User first names that are different between Freshservice and Neo-Admin Center, will be updated. Streamlined Time Entry Management Category: IT Service Management When a time entry is started on a Problem/Change/Release and the corresponding Problem/Change/Release is closed or completed, the time entry will automatically stop. This aligned behaviour ensures consistency with time entries on tickets, providing more efficient time tracking and management. Real-time Refresh for Changes Category: IT Service Management Users will now be prompted to refresh their screens whenever change fields are updated with newer values. This ensures you're always viewing the most up-to-date information and eliminates any possibility of seeing stale data while event updates occur in the background.  Enhanced Task List ViewCategory: IT Service Management Agents can now access the streamlined and intuitive task view with our enhanced task list pane. This allows agents to stay organized, prioritize effectively, and boost productivity with a unified view, effective filtering and sorting. More details here.  Balance Team Workloads with Bulk Assignment of TasksCategory: IT Service ManagementWith the bulk assignment enhancement, supervisors can delegate multiple unassigned work items to agents or groups based on bandwidth and availability. Thus, supervisors can easily ensure optimal workload distribution to eliminate agent burnout, promote efficiency and foster a happy work environment.More details here.Hassle-free updation of planning fields and agent re-assignmentCategory: IT Service ManagementSupervisors can easily reschedule a task by dragging & dropping the associated gantt bar within or outside of the current week. This extending or shrinking of gantt bars easily updates planning fields. Supervisors can also re-assign tasks to other agents by dropping the gantt bar to their respective cells.More details here. Employee OffboardingCategory: Freshservice for Business TeamsWith the upcoming out-of-the-box Employee Offboarding functionality in Freshservice, you would be able to streamline different offboarding workflows across business functions. This would ensure complete compliance and a smooth experience for both employees and admins.More details here. Roadmap View - Card CustomizationCategory: Project ManagementProject admins are now enabled to define and choose information that will be displayed on the card in the roadmap view across all epics in the roadmap view. Any customisations made by admins to the cards will be visible to all viewers of the project-specific roadmap view.Progress fields can now be added to the card too, in addition to Title, Assignee and other fields.This enhancement gives users access to all information relevant to the roadmap at a glance so they can be informed & take necessary decisions seamlessly. More details here.Gauge Epic Size and Track Epic Progress Holistically Category: Project ManagementUsers can now easily gauge the effort and work planned in an epic based on the story point summation of its child tasks. Users can now also view progress based on story point estimates. Users can thus plan better with seamless visualization of the project and epic progress on gantt, list and roadmap views.More details here. Simpler On-Call Shift CreationCategory: IT Operations ManagementUsers can now get started with On-Call Management faster with simpler shift creation. On creating a new on-call schedule, they will directly land on the shift creation page.  Streamlined Access to Cloud AssetsCategory:  IT Asset ManagementIntroducing a new landing page for easy management and monitoring of your cloud assets. With this new menu option, cloud admins can easily view and access all their discovered cloud assets with just one click.Device42-Freshservice integration EnhancementsCategory:  IT Asset ManagementThe latest enhancements to the Device42 integration will help streamline your asset management and provide an enriched context within Freshservice. Note: These enhancements will be available from July 31, 2023, to all the current versions of the Device 42 application.  Enhanced Mapping between Device42 and Freshservice AssetsThis upgrade ensures that the device types in Device42 seamlessly align with the appropriate device types in Freshservice, providing you with enhanced context and clarity regarding asset information within your organization. For instance, a) Physical servers will now be categorized under Hardware -> Computer -> Server and its sub-types, while virtual machines and their hosts will be captured under Cloud -> Virtual Machine , Cloud -> Host  and its sub-types.End-user devices will be categorized separately in Freshservice as laptops and desktops and Networking devices will also be mapped appropriately to their corresponding types in Freshservice (access points, switches …), providing a clearer distinction and better organization of these assets. More infoEnhanced Tracking of Device42 AssetsGain improved visibility into the devices that are brought in via the integration. The "Created By" field will now accurately track the source of integration, allowing you to easily identify and manage assets that are created by Device42.Synchronized Audit and Scan DatesThe integration now syncs when a device was last discovered in Device42 with the Last audit date field in Freshservice, helping you ensure that your assets are consistently checking in. Important updateReminders for upcoming upgrades and deprecationsEnsure that you are prepared for the following changes which will be effective in your Freshservice account in Nov 2023: Deprecation of old "List All Ticket Fields” and “List All Change Fields” API EndpointsTo maintain consistency across all the API endpoints, we’re deprecating the old versions of the ‘List all ticket fields’ and ‘List all change fields’ by November 30, 2023. After November 30, 2023 only the new “List All Ticket Fields” and “List All Change Fields” API endpoints will be supported. Calls to the older versions of “List All Ticket Fields” and “List All Change Fields” APIs will fail.Who will be impacted?If you’re using the old versions of the above-mentioned API endpoints, you will be affected by this migration.What do you need to do?Please switch over to  the new ‘List all ticket fields’ and ‘List all change fields’ API endpoints by November 30, 2023 in all the locations where the old APIs are referenced to prevent disruptions.More details here.  Allowlisting new Freshservice NAT IP addresses To enhance security, we've updated the NAT IP addresses used to support all outgoing communications from Freshservice to other external services. We have added NAT IP addresses that will support all outgoing communications from Freshservice to other external services, November 30, 2023 onwards. Here is the list of new IP addresses.Who will be impacted?If you have any firewall/allowlisting mechanism configured on your networks and services with which Freshservice communicates, and you’ve allowlisted the older IP addresses only, then this migration will impact you. For example: web request nodes in workflow automator that invoke your custom API endpoints.What do you need to do?Please whitelist the newer IP addresses mentioned here in addition to the older IP addresses by November 30, 2023 to prevent possible disruptions. More details here.Deprecation of JWT Authentication for Zoom Orchestration AppZoom is deprecating the use of new JSON Web Tokens (JWT) for authentication on June 1, 2023, and recommends using OAuth instead. To continue using Freshservice's integration with the Zoom seamlessly, it is necessary to update the integration. Further, Zoom will stop supporting all existing JWT based authentication from September 1, 2023. Hence, it is important that you migrate all Zoom based Authentication onto OAuth before all JWT apps reach their projected end-of-life. Who will be impacted?If you have used Freshservice integration with the Zoom-Orch application in SaaS management, Workflow Orchestration node, all related API calls made to Zoom will be impacted.What do you need to do?Please update your integration to use OAuth for authentication to continue using Zoom with Freshservice. Click here for more information.More details here.Deprecation of Alert endpointsWith the introduction of Alert Management Systems 2.0, the entity ‘Alert Profiles’ was deprecated and replaced with ‘Monitoring Tools’. To maintain consistency across endpoint URLs, we updated the URLs associated with the alert profiles.During this entity change, the format of the endpoint URL was updated from ‘https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts’ to ‘https://accountname.alerts.freshservice.com/integrations/integrationID/alerts’.After November 30, 2023, old endpoint URLs in the format https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts configured in your monitoring tools will not work. Who will be impacted?If you’re using the old endpoint URL in the format https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts in your monitoring tool, you will be affected by this migration.   What do you need to do?If you’re still using the older endpoint URL format, navigate to Admin> Monitoring tools> Name of the monitoring tool> Endpoint URL and use the updated URL in your monitoring tool by November 30, 2023 to avoid disruption in functionality. Get detailed instructions to change the endpoint URL for your monitoring tool here.More details here.Deprecation of Legacy AWS CloudWatch applicationAs part of our ongoing efforts to improve our services over AWS integration, we will be deprecating the legacy AWS CloudWatch application from our marketplace by November 30, 2023 and the app will be replaced by an upgraded AWS CloudWatch integration with our Alert Management module.The existing AWS CloudWatch marketplace application used for converting AWS CloudWatch alarms to tickets in Freshservice will no longer be supported. Who will be impacted?If you’re using Legacy AWS CloudWatch application to convert AWS CloudWatch alarms to tickets in Freshservice, you will be impacted by this migration.What do you need to do?Please integrate with the AWS CloudWatch application using our Alert Management module by November 30, 2023 to avoid any disruptions due to this migration. Click here for more information.More details here. Bug FixesThese were the product defects detected, and they have now been fixed.Ticket merge activity was appearing twice even when done just once. Agent profile page not loading correct details. When two custom fields added to two different workspaces had the same label and one field was deleted, the custom field added to the other workspace disappeared from ticket properties. Values added to these custom fields disappeared as well. 

Note: All the features/enhancements below will be available on Starter and Growth plans on June 14th 2023. For Pro and Enterprise plans will be available on June 27th 2023.Product version: 2023.R06L.01New Features and Enhancements Ticket Collaboration on MS Teams  Publish announcements on Slack with ServiceBot New ready to use Curated Reports  Enhanced chart visualization with Data Labels  Addition of Conditions and Actions in Business Rules  Improved Ticket Group Syncing Enabling SSO login with Secondary Emails for Requesters Addition of User-Related Events for Serverless Apps  Self-serve Employee Document Generation OOTB integration for Crowdstrike Sort Services Field  Visualization of Impacted Services  Monthly On-Call Rotation  Services in Alert Rules  Discovery Agent Enhancements  Additional columns in Discovery Agent list view Upgraded DotNet core for Linux and Mac agents Perform Actions on Private Notes Bug Fixes New Features and Enhancements Ticket Collaboration on MS Teams Category: IT Service Management Users can now instantly initiate conversations with relevant stakeholders on MS Teams from within the Freshservice ticket details page. This will allow collaboration with context, eliminate tool switching and brings a summary of the ticket right into MS Teams, either on an existing channel or a new channel, aiding faster ticket resolution and enhanced agent efficiency.Note: This feature is currently in Beta, please fill this form if you’re using MS Teams and would like to enable this feature in your Freshservice account. More details here.  Publish announcements on Slack with ServiceBotCategory: IT Service Management With ServiceBot, admins can now post announcements on Slack. Employees can now receive announcements as direct messages or on channels they are a part of.More details here. New ready to use Curated Reports Category: IT Service ManagementAgents can now easily view critical metrics and performance parameters with the new set of  ready-to-use reports without the hassle of creating new reports from scratch. Our new revamped curated reports are pre-configured to help you track industry-standard metrics on the go.Here is the list of new curated reports:Service Desk Overview Employee Satisfaction Agent Performance Ticket Lifecycle Service Desk Trends Overview of Problems Overview of Changes Overview of Releases Overview of Inventory Overview of Software Overview of Contracts Overview of Purchase Orders Overview of Alerts Overview of Orchestration TransactionsNote: This feature is already available to customers who have accounts created on or after Dec 26th, 2022.  Enhanced chart visualization with Data Labels Category: IT Service Management With the Data Labels enhancement for widgets, agents can clearly read data displayed on complex charts. Users can customize the look and feel of reports and visualize data easily with options to display data either on or outside the charts and edit data by font, size and color. This setting is available within the ‘style’ option for reports within Analytics. Addition of Conditions and Actions in Business Rules Category: IT Service Management Users can now use the following condition and actions that have been added to configure business rules more precisely: Condition: Approval Status  Actions: Add Child Ticket and Edit Service Item  Improved Ticket Group SyncingCategory: IT Service Management In the event of a ticket created in Freshservice through APIs, any updates to the group will automatically reassign the ticket to the corresponding group in Freshservice. If the assigned agent exists in both groups, their name remains unchanged; otherwise, the ticket will be unassigned. Enabling SSO login with Secondary Emails for RequestersCategory: IT Service Management Requesters can now login with their secondary emails if SSO is configured for the account and  can be managed from their Freshservice user profile. To ensure data accuracy, duplicate secondary emails belonging to different users in the same organization will be cleaned up. This may result in the addition or removal of secondary emails from user profiles across Freshservice accounts within the organization under the following circumstances:If a secondary email is mapped to a user’s profile in one Freshservice account, it will be added to that user's profile in all other Freshservice accounts within the same organization where the user is already a requester.   If the same secondary email is mapped to users with different primary emails in the same organization, it may be removed from a user's profile. If a secondary email of a requester is found as a primary email for an agent or belongs to a user in another Freshworks account in the organization, merging will not be allowed and an error will be thrown.Note: Adding a secondary email to a requester's profile will update their organization profile, allowing them to log in to all Freshservice accounts within the organization using the newly added secondary email. This enhancement is available for all plans (Starter, Growth, Pro, and Enterprise) starting from July 05th, 2023. Addition of User-Related Events for Serverless Apps Category: IT Service Management Serverless apps can now listen to OnUserCreate, OnUserUpdate, and OnUserDelete product events, which are generated for both agent and requester changes. Self-serve Employee Document GenerationCategory: Freshservice for Business TeamsAdmins can now set up customizable document templates for commonly requested employee documents such as income proof, employment verification letter, etc. These templates can be mapped to service catalog items, to enable instant auto-generation of such documents.More details here. OOTB integration for CrowdstrikeCategory: IT Operations ManagementUsers can now use the out of the box integration for Crowdstrike to easily integrate their monitoring tool with Freshservice and view all alerts within the Alert Management module. Sort Services Field Category: IT Operations ManagementUsers will now be able to prioritize Services to focus on with an improved sorting logic. Default sorting will be based on Service Health Status, in which Needs Attention will be sorted first followed by Operational. They will also be able to sort by Service Name, Health Status, Type, Impact, Managed By Group, and Managed By fields. Visualization of Impacted Services Category: IT Operations ManagementUsers can now easily discern impacted services on the service map. The services impacted by an incident will now be highlighted in red, making it simpler for users to quickly gauge the scale of an outage or slowdown.  Monthly On-Call Rotation Category: IT Operations ManagementUsers can now create monthly rotations in the on-call calendar by choosing the Monthly rotation type. This helps them easily manage on-call schedules with recurring monthly patterns. Users can also configure quarterly, semi-annual, or any other frequency of rotation by choosing Custom rotation type and configuring the rotation interval.  Services in Alert Rules Category: IT Operations ManagementUsers can now create Alert Rules based on the impacted service. With this functionality, they’ll be able to automate creation of incidents and thereby notify agents immediately about any issues related to critical services.  Discovery Agent Enhancements Category: IT Asset Management   We have made improvements to the Discovery agent to ensure more consistent asset updates and implemented measures to ensure agent auto upgrades are scheduled accurately.  Additional columns in Discovery Agent list viewCategory: IT Asset Management   Gain more insights from your asset data with additional columns such as Agent Version and Asset State in the Discovery Agent list view.Upgraded DotNet core for Linux and Mac agentsCategory: IT Asset Management Introducing an upgrade for the Linux and Mac Agents that incorporates Dot Net 6.   Mac Agent  5.1.0,   Linux Agent 4.0.0 Perform Actions on Private NotesCategory: Mobile AppUsers can now forward and reply to private notes added to a ticket from within the mobile app, allowing quick and seamless communication between team members. Note: This enhancement will be available before the end of June 2023 and requires app updation.  Bug FixesThese were the product defects detected, and they have now been fixed.There was a race condition where new tickets, problems, etc. associated with Changes, Releases, etc. did not trigger workflows.  Updation of planning fields from the Workload Management view was failing in certain cases where business rules were configured.  When creating a business project from a template the relevant project settings for workflows were not getting copied.  Glitch in the Asset Label Designer app prevented users from making configurations to the labels. In project analytics, users were not able to update the format of the effort metric. With this fix a default format of weeks, days, hours, minutes and seconds is now applied to all effort values. Automatic replies from watcher notifications were added as a note to the ticket when ticket closure notifications were sent to watchers. A requester could not be created if they were associated with a department/company that had portals linked to it.

Note: All the features/enhancements below will be available on Starter and Growth plans on May 16th 2023. For Pro and Enterprise plans will be available on May 30th 2023.Product version: 2023.R05L.01New Features and Enhancements Major Incident Management now in Beta Beta launch of Zoom Meetings in Freshservice  Introducing Public Status Page Automated Health Status Update of Related Services Manually Associate Impacted Services with an Incident Placeholders in Alert Rules for Additional Context Reporting in On-Call Management ​Enabling Workspaces for Existing Customers  Distinctions between IT and Business workspaces Day Pass Consumption for Occasional Agents  Share Reports with Specific Agent Groups  Detailed Data Dictionary in Analytics Day Pass Consumption for Occasional Agents Improved SaaS Management Discovery and Sync Zoom Integration with Oauth Type Authentication Important updates Allow whitelisting of new Freshservice NAT IP addresses  Deprecation of old “List all” API endpoints  Deprecation of JWT Authentication for Zoom Orchestration App Deprecation of Alert endpoints Deprecation of Legacy AWS CloudWatch application Bug FixesNew Features and Enhancements Major Incident Management now in BetaCategory: IT Operations ManagementUsers will now be able to minimize the impact of service disruption with the Beta launch of the Major Incident Management module. With automated escalation, collaboration with context, and public status updates – minus any tool hopping – users can look forward to building business resilience. Note: This feature will be made available to Pro and Enterprise customers Jun 10, 2023 onwards.More details here. Beta launch of Zoom Meetings in Freshservice Category: IT Operations ManagementUsers will now be able to collaborate on incidents using Zoom Meetings in Freshservice. The integration, powered by the Freshworks Neo platform, replaces the existing marketplace integration, and offers greater security, scalability, and reliability.Note: This feature will be made available to Pro and Enterprise customers Jun 10, 2023 onwards.More details here.  Introducing Public Status PageCategory: IT Operations ManagementUsers will now be able to publish public updates about service status from within Freshservice. Available in the incident management module, the status page will enable users to keep their customers informed with ease.Note: This feature will be made available to Pro and Enterprise customers Jun 10, 2023 onwards. Automated Health Status Update of Related ServicesCategory: IT Operations ManagementUsers will now get a more accurate view of the state of their business with automated propagation of health status of a service to other services affected by it. When a service ‘Needs Attention’, the same status will now be applied to all impacted services up to 5 levels.More details here. Manually Associate Impacted Services with an IncidentCategory: IT Operations ManagementUsers can now manually associate an incident with a service. This would give them a more accurate view of the impact of an incident especially when the said service is not mapped to the primary impacted service, or is beyond level 5 in the service map. For Pro & Enterprise customers, the health of the said service will automatically be determined based on the associated incident.More details here. Placeholders in Alert Rules for Additional ContextCategory: IT Operations ManagementUsers can now make incidents created via Alert Rules more meaningful by inserting alert information in the incident using placeholders. These placeholders can include relevant information from the alert such as integration name, resource name, metric name etc. The additional context could help agents resolve the incident faster and minimize the impact on business operations. Reporting in On-Call ManagementCategory: IT Operations ManagementUsers can now improve their on-call performance by using the On-Call Management Analytics module. The module will help them assess on-call agent performance and gain insights about their on-call setup. ​Enabling Workspaces for Existing Customers Category: Freshservice for Business Teams   Starting May 2023, Workspaces will be enabled for all accounts in Service Desk mode across all pricing plans of Freshservice. In addition, customers on the Pro and Enterprise plans will be able to onboard departments such as HR, Facilities, Finance, Legal and more by purchasing the business-agent add-on license. This enablement will happen over the next 3 months and admins will receive an email and in-product communication 2 weeks prior to this feature being enabled in their respective account.More details here. Distinctions between IT and Business workspacesCategory: Freshservice for Business TeamsIT workspaces and Business workspaces (HR, Finance, Facilities, Legal, General template based) will now have the following distinct capabilities:IT workspaces will support only Incident & Service Request ticket types. Business workspaces will support only the Case ticket type (can be renamed to Query/Issue/Request). Only IT workspaces will support these IT-specific capabilities: Incident, Problem, Change, Release, Alert, Services, and On-call management.Note: These distinctions will be rolled out before 31st May, 2023More details here. Day Pass Consumption for Occasional Agents Category: IT Service Management Occasional agents logging into the service desk will now be automatically redirected to the requester portal to avoid accidental consumption of day passes. However, a day pass will be consumed when the option to switch to the agent view is exercised.  Share Reports with Specific Agent Groups Category: IT Service ManagementWith the new report sharing enhancement, agents will now be able to share reports with specific agent groups as well as choose from a host of access permissions (like view, edit or manage) for the selected agent groups. More details here.  Detailed Data Dictionary in AnalyticsCategory: IT Service ManagementUsers can quickly access detailed definitions of metrics and attributes used to build reports and widgets in Analytics. For easy reference, related examples &  product screens are also available for all modules within Freshservice. Day Pass Consumption for Occasional AgentsCategory: Mobile AppOccasional agents logging into the Freshservice mobile app will now be automatically redirected to the requester view if they haven’t consumed a day pass already. This will prevent accidental consumption of day passes; however, on switching to the agent view or accessing through an agent URL, a day pass will be consumed.Note: This enhancement will be available before the end of May 2023 and requires app updation. Improved SaaS Management Discovery and SyncCategory: IT Asset ManagementWith our latest update to SaaS management, the discovery and sync process is now enhanced for GSuite. This will enable better visibility with sync statuses, background sync refresh, detailed error report after sync, and improved user deletion sync and API rate limit optimization. Note: This enhancement will be available from May 31st onwards.More details here. Zoom Integration with Oauth Type AuthenticationCategory: Apps/IntegrationsUsers can now use Oauth-type authentication to integrate with the Zoom - Orch & SaaS application.  This new authentication method allows users to securely connect their Freshservice with their Zoom account, enabling seamless access to Zoom meetings, webinars, and recordings directly from the Freshservice platform. More details here. Important updates Follow-up to our “Notices for new upgrades/migration activities” communication sent in Nov 2022.Ensure that you’re prepared for the following changes which will be effected on your Freshservice account in May 2023:Deprecation of username and password-based basic authentication for API v2: To provide enhanced data security, we are deprecating username and password-based basic authentication of Freshservice APIs. After May 31st 2023, only Basic auth with API key will be supported. Post the deprecation date of May 31, 2023, all API requests using username/password through basic authentication will fail. This means all your workflows and customizations using username/password through basic authentication will fail. More details here. Notices for new upgrades/migration activitiesAllow whitelisting of new Freshservice NAT IP addresses To ensure a seamless experience receiving API communications from Freshservice, we've updated our NAT IPs to support all outgoing communications from Freshservice to other external services. As part of this exercise, additional IPs have been added. Who will be impacted? If you’ve configured outward communications with the older IPs only, then this migration will impact you. What do you need to do? Please whitelist the newer IP addresses mentioned here by November 2023 to prevent possible disruptions.  Deprecation of old “List all” API endpoints To maintain consistency across the API endpoints, we’re deprecating the old versions of the ‘List all ticket fields’ and ‘List all change fields’ starting November 2023. Who will be impacted? If you’re using the old version of the above-mentioned API endpoints, you will be affected by this migration.  What do you need to do?Please update the new ‘List all ticket fields’ and ‘List all change fields’ by November 2023, wherever the old APIs are referenced, to prevent possible disruption in functionality. Deprecation of JWT Authentication for Zoom Orchestration App Zoom is deprecating the use of new JSON Web Tokens (JWT) for authentication on June 1, 2023, and recommends using OAuth instead. The ability to create new JWT apps will be disabled on June 1, 2023. By September 1, 2023, JWT apps will reach their projected end-of-life.This deprecation impacts Freshservice's integration with the Zoom-Orch application, and it is necessary to update the integration by September 1, 2023, to continue using it seamlessly. Who will be impacted?If you have used Freshservice integration with Zoom application in SaaS management, Workflow Orchestration node, and related API calls made to Zoom will be impacted.What do you need to do?To continue using Zoom with Freshservice, please update your integration to use OAuth type for authentication. More info Deprecation of Alert endpointsOn the introduction of Alert Management Systems 2.0, the entity ‘Alert profiles’ was deprecated and replaced with ‘monitoring tools’. During this change, the format of the endpoint URL was updated from ‘https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts’ to ‘https://accountname.alerts.freshservice.com/integrations/integrationID/alerts’ to maintain consistency across endpoint URLs used in monitoring tools. Who will be impacted? If you’re using the old endpoint URL in the format https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts in your monitoring tool, you will be affected by this migration.  What do you need to do? If you’re still using the older endpoint URL format, navigate to Admin> Monitoring tools> Name of the monitoring tool> Endpoint URL and use the updated URL in your monitoring tool by November 2023 to avoid disruption in functionality.  Deprecation of Legacy AWS CloudWatch applicationAs part of our ongoing efforts to improve our services over AWS integration, we will be deprecating the legacy AWS CloudWatch application from our marketplace by November 2023  to move you to an upgraded AWS CloudWatch integration with our Alert Management module. Who will be impacted?If you’re using Legacy AWS CloudWatch application to convert AWS CloudWatch alarms to tickets in Freshservice, you will be impacted by this migration.What do you need to do?Please integrate with the AWS CloudWatch application using our Alert Management module by November 2023 to avoid any disruptions due to this migration. Learn more.  Bug FixesThese were the product defects detected, and they have now been fixed.Days of the week were incorrectly displayed in the monthly calendar view in certain time zones.  Task lists without start and end dates were displayed in the Roadmap view under Projects. Business rules were not working on the Android app. The QR code scanning to add an asset had issues on the Android app. While raising a service request on an Android app, the ‘cc’ field was missing. Incorrect agent license count in Analytics.  Changes made to account names were not showing in export emails. In the no-code portal, non-English languages were not supporting HEX color customizations. Some users were facing errors while authorizing Freshservice on Slack. Requester was not able to see the NEO request in the support portal if we changed the requester name. Text fields in the employee onboarding module were not supporting 'apostrophe.' Ticket creation failed if the 'Category' field contained special characters like &,\! Users using web requests in workflow automator received an "Invalid Host" error when the endpoint was a local host URL.

Hello everyone,This is a gentle reminder about the upcoming API V1 deprecation. As mentioned in our earlier communication in November ‘22 about the migration cycle, Freshservice API v1 endpoints will be inaccessible after May 31, 2023.IMPACTED MODULES Freshservice admins are expected to verify that if API V1 end-points are used in any of the below modules,  Workflow Automator ( Web Request nodes and “Trigger Webhook” Action nodes) Custom apps Portal Customization Any custom services or middleware developed using Freshservice APIs  Please update the code base from API v1 to V2 at the earliest with the help of our API V2 documentation. HOW TO IDENTIFY API V1 ENDPOINTS? To ensure a smooth transition, we have introduced visual cues in the user interface to update API v1 endpoints with the corresponding API v2 endpoints.Here are a few resources to help you migrate to API v2 endpoints: 1. Mappings from API v1 to v2 2. Solution article to help migrate Freshservice configurations to API v2WHAT HAPPENS AFTER THE DEPRECATION DATE? After May 31, 2023, all the workflow automators, portal customization, and custom apps using v1 endpoints will stop working, and your configurations will fail. Henceforth, all API calls must be made using the API v2 endpoints.HAVE QUERIES?Our teams can assist if you have questions about the migration or encounter any challenges. Please contact support@freshservice.com, and we’d be happy to assist you anytime.

Note: All the features/enhancements below will be available on Starter and Growth plans on Apr 17th 2023. For Pro and Enterprise plans will be available on Apr 27th 2023.Product version: 2023.R04L.01New Features and Enhancements Virtual Agent is now available on Slack Public Channels Contextful Service Requests in the Servicebot Time Log for Timesheet Entries Audit Logging for Agent Profile Changes Share Reports with Key Stakeholders  Additional Support for Syncing Changes from Sandbox  Extension of Workflow Timer Branch Limit  Easy Access to Critical Workload Metrics Classic Ticket View to be Replaced by the Modern Ticket View Terminology Change from Helpdesk to Service Desk Provide Coverage from Shift List Page Create On-Call Shifts using Business Hours More OOTB Monitoring Tool Integrations Alerts Tab now under Details Section Approver Visibility in Purchase Order PDF   Added group-by filter options in Kanban Board Important updates Bug Fixes New Features and Enhancements Virtual Agent is now available on Slack Public ChannelsCategory: IT Service ManagementWith Servicebot’s Virtual Agent on public channels, employees do not need to invoke the bot to get their questions answered - when Servicebot is available on a channel, it will automatically understand employee queries that can be answered and provide quick resolution with relevant help articles and service requests.More details here. Contextful Service Requests in the ServicebotCategory: IT Service ManagementWith the latest enhancements to Servicebot in Slack, we bring better context for service requests and incidents into your collaboration tools to: Get complete context about requested items, ticket status, priority, and any other custom details needed for the service request.  View and access files attached to your service request right within your collaboration platform. More details here. Time Log for Timesheet EntriesCategory: IT Service Management Agents can now log the exact time they start working on a ticket alongside the date to track the time spent resolving the ticket.Note: ‘Hours’ and ‘On’ labels are changed to ‘Time spent’ and ‘Started at.’  Audit Logging for Agent Profile ChangesCategory: IT Service ManagementAudit logs will now additionally capture values specified or modified for all agent profile fields, such as title, work phone, mobile phone etc., when creating or modifying an agent. Share Reports with Key Stakeholders Category: IT Service ManagementWith the new report-sharing enhancement, agents will now be able to share reports with specific stakeholders and choose from a host of access permissions (like view, edit, or manage) for the selected agents. More details here. Additional Support for Syncing Changes from Sandbox Category: IT Service ManagementUsers can now sync service catalog images and referenced assets in admin configurations to allow for seamless transfer of configurations from sandbox to production.  Extension of Workflow Timer Branch Limit Category: IT Service ManagementAgents can now configure up to 5 timer nodes per connected branch of a workflow instead of the earlier limit of 5 timer nodes for the entire workflow to support cases where a single ticket entity needs several wait times in an execution workflow.  Easy Access to Critical Workload MetricsCategory: IT Service ManagementAgents and managers can now seamlessly view the count of delayed work items upfront and manage them. In addition to this, each metric (planned, unplanned, and delayed) has been made clickable to access the relevant items easily.Agent availability in hours or % hours (wrt a working day) provides managers the necessary overview and foresight to plan, manage & balance team workload further.More details here. Classic Ticket View to be Replaced by the Modern Ticket ViewCategory: IT service managementNote: This is only applicable for accounts that were created between December 12th, 2022 and March 14th, 2023.To enable the best ticketing experience, we have redesigned the tickets view to a more modern and scalable experience. We will continue to build on top of this new experience, and we want to ensure that you get these enhancements promptly.Therefore, the redesigned experience will be enabled by default. You will no longer be able to switch back to the older version. Deprecation dates:April 15th - Starter, GrowthApril 30th - Pro, EnterpriseMore details here. Terminology Change from Helpdesk to Service DeskCategory: Freshservice for Business TeamsWith the terminology change from helpdesk to service desk, we can effectively represent the comprehensive nature of the support services that Freshservice enables customers to deliver. This will rename settings like helpdesk branding, helpdesk security and references to the term ‘helpdesk’ while keeping the functionality unchanged. Note: This change will begin in the 1st week of May 2023.  Provide Coverage from Shift List PageCategory: IT Operations ManagementUsers can now update an agent’s shift without entering the ‘edit shift’ mode. Clicking on the agent’s name on the calendar on the shift list page for an on-call schedule reveals the shift details. It also offers options for providing coverage, modifying an override, or deleting an override. Create On-Call Shifts using Business HoursCategory: IT Operations ManagementUsers can now use business hours associated with an agent group to create on-call shifts. The shifts’ timings will be synced with those configured in the Admin >> Business Hours section. Users can also create off-hours’ support shifts by selecting the Non-Business Hours option under customize shift interval. The system will automatically create an off-hours’ support shift based on the business hours associated with the agent group. More OOTB Monitoring Tool IntegrationsCategory: IT Operations ManagementUsers now have the option of two new out-of-the-box integrations in the Alert Management module: Splunk and Auvik. With these additions, the total number of OOTB integrations is now 25. In addition to these options, users can continue to employ email as a channel for alerts and continue to create custom integrations via webhooks.More details here. Alerts Tab now under Details SectionCategory: IT Operations ManagementUsers will now be able to access the Alerts tab under the “details” section on the Incident detail page.Approver Visibility in Purchase Order PDF  Category: IT Asset ManagementPurchase order PDF now supports additional information like approval history, list of approvers, comments, status, and approval time. This ensures that all stakeholders involved in the procurement process have complete context about the purchase order, including the approval history.Added group-by filter options in Kanban BoardCategory: Project ManagementUsers (individual as well as cross-project) can now customize their views on the Kanban board with additional group-by filter options that support custom fields. This is available on the All Project Tasks board, Tasks board, and Sprint board. Besides three default fields (Assignee, Priority & Type), all single select attributes are introduced as group-by filters.With this enhancement, users get greater visibility on tasks & projects with detailed/deep split views as per new filter attributes. Important updatesFollow-up to our “Notices for new upgrades/migration activities” communication sent in Nov 2022Ensure that you’re prepared for the following changes which will be effected on your Freshservice account in May 2023: Deprecation of password-based authentication for API V2: We are deprecating the username and password-based authentication for Freshservice APIs in favor of API key-based authentication by May 31st, 2023. This deprecation will impact features where you may be using Freshservice APIs. After the deprecation date, all API requests using password-based authentication will fail. More details here. Removal of Deprecated Attributes from User Management APIs: All deprecated attributes from the Agent and Agent Group APIs will be removed by May 31st, 2023. After the deprecation date, API requests that use these attributes will not be accepted and these attributes will not be included in any of the API responses. More details here.  Strengthening TLS 1.2 Cipher Suites: We will be changing our transport layer security controls to allow only TLS 1.2 Strong cipher suites from May 31st, 2023. If you’ve built custom integrations with Freshservice, please ensure your API Clients are compatible with the TLS 1.2 Strong cipher suites. More details here. Deprecation of Amazon Web Services Marketplace App: You will be upgraded to the AWS Cloud discovery application and as a part of this new upgrade, we will deprecate the Amazon Web Services ( Native AWS app) application from our marketplace on May 31st, 2023. More details here. Deprecation of Freshservice API V1: The API V1 deprecation will happen in May 2023. Ensure that you transition over to API V2 in your workflow automators, portal customizations, and custom applications before May 2023 to avoid disruptions. More details here.  Bug FixesThese were the product defects detected, and they have now been fixed. Email notifications in project management were not being triggered.  Links in the Gantt bar in Workload management could not be clicked. List view filters in the Change module were not showing accurate results. Business Rules set up for Service Items were not working in the requester portal.  SLA policy not applied when field value with & symbol is included in the conditions. SLA was not updated after changing the ticket type from Incident to Service Request and after adding the requested item.

Important update: We have updated the release timelines of the enhancement “New billing experience for existing Freshservice customers” on 31st Mar 2023. This enhancement will be available by 06th April 2023.Note: All the features/enhancements below will be available on Starter and Growth plans on Mar 15th 2023. For Pro and Enterprise plans will be available on Mar 29th 2023. Product version: 2023.R03L.01New Features and Enhancements Introducing Scheduled Workflows New billing experience for existing Freshservice customers Visual Cues for API V1 Deprecation Private Notes - Reply and Forward Service Request Enhancement Task Form Fields Customization Service Request approval APIs Easy Reporting on Workload Planning Fields in Analytics Improved Translations Across Modules Azure Cloud Discovery Enhancements Asset Report Enhancements    Software Report Enhancements   Improved SaaS management discovery and sync Alert Rules now support AND/OR conditions Notify On-call Agents on Microsoft Teams Reporting on Project Time Entries in Analytics Enhanced Ticket View now available for accounts enabled with Workspaces  Enhanced Requester Experience in Android/iOS app Change Management Enhancements Bug Fixes New Features and Enhancements Introducing Scheduled WorkflowsCategory: IT Service Management In addition to event-based workflows, admins can now create time-based workflows that can be scheduled to execute at a specific time of the day or week. Additionally, the workflow automator interface will now have separate tabs to access Event-based Workflows and Scheduled Workflows. Using Scheduled workflows, Automate employee onboarding/offboarding tasks based on employee join/end date - For example, Send out task reminders 2 days before an employee’s join date, Disable a user's AD account on the date of leaving. Update Asset State if it hasn’t been scanned in the last 30 days. Send out reminder notifications based on Warranty expiry dates / End of Life and other dates captured on an asset. More details here. New billing experience for existing Freshservice customersCategory: IT Service Management Existing Freshservice Account admins will be able to view and manage their subscriptions through the Unified Billing Experience (UBX) module within the Neo Admin Center.The Unified Billing Experience provides: A New Billing Page -  View and edit subscription details on the subscription page by clicking on Admin → Plans and Billing. Robust Invoice Management - Manage past and ongoing invoices centrally and download them anytime. Self-serve capabilities for offline customers - Eligible offline-mode paying customers (offline-paying customers are those who do not pay with a saved credit card online) will also be able to (a) upgrade their subscriptions, (b) update their billing and shipping addresses, and (c) download their invoices directly from the same module. For more details on the offline self-serve experience on UBX, refer to the below two articles. Unified Billing Experience for Offline Paying Customers FAQs on Offline Billing More details here.Important update: We have updated the release timelines of this enhancement on 31st Mar 2023. This will be available by 06th April 2023.Note: Some of the existing Freshservice customers will be migrated to UBX on or before June 2023. Visual Cues for API V1 DeprecationCategory: IT Service Management Following up on the November 2022 release announcement, we have introduced tooltips in the user interface to help admins replace calls to API V1 with calls to the corresponding API V2 in the following modules. Workflow automator rules Portal customizations Custom applications using Freshservice APIs More details here. Private Notes - Reply and ForwardCategory: IT Service Management With this enhancement, agents can now reply and forward to the private notes in tickets. This will empower them to discuss the ticket or issue with other agents in their team and converse. Service Request EnhancementCategory: IT Service Management To allow seamless service desk reporting, the service catalog's dropdown and nesting field choices are now restricted to 255 characters. Task Form Fields CustomizationCategory: IT Service Management With this enhancement, admins can now customize individual task forms for ticket tasks, problem tasks, change tasks and release tasks individually. This will empower admins to configure more specific fields captured in the ITIL-aligned task forms.More info here.Note:  Reporting for this capability will be available by 31st March 2023. Service Request approval APIsCategory: IT Service Management Following are the service requests approval APIs that will be supported. Create Service Request Approval Fetch Service Request Approvals Cancel Service Request Approvals Send Reminder Service Request Approvals More info here. Easy Reporting on Workload Planning Fields in AnalyticsCategory: IT Service ManagementWorkload planning fields such as start date, end date and planned effort will now be available in Analytics and can be leveraged to build reports when the Workload Management module is enabled in an account. These fields can be used in group-by and filter views and can be added to the underlying data.With this enhancement, for Tickets, Tasks and Problems modules, planned start date, planned end date and planned effort fields will be available whereas for Changes and Releases modules, the planned effort field will be additionally available.Note: This feature will be available by the first week of April. Improved Translations Across ModulesCategory: IT Service Management We have enhanced translations for the following languages: German Swedish Spanish Spanish Latam Portuguese Brazilian Arabic Hungarian Catalan Norwegian Indonesian  Azure Cloud Discovery EnhancementsCategory: IT Asset Management Introducing new asset types for Azure cloud to discover and manage the relationships between each of these assets with their respective components. Azure Resource Group Azure Key Vault  Azure Subscription  Azure Application Gateway  More details here. Asset Report Enhancements   Category: IT Asset Management Asset managers can now track and identify the agent groups that are responsible for managing a specific asset by curating reports using the “Managed by group” field in analytics. Software Report Enhancements  Category: IT Asset Management   Users can now curate reports that involve two levels of association in the software module. Generate reports based on the associated fields for software metrics such as Installed Machine, Used by, and Managed by.   For instance, Create reports that track software usage across different departments with access to the Department name attribute - “Software → Installed Machine → Department Name.” Improved SaaS management discovery and syncCategory: IT Asset ManagementWith our latest update to SaaS management, the discovery and sync process is now enhanced for the following integrations: Dropbox, Slack, Smartsheet, and OneLogin.Here’s how the sync process is improved: Better visibility with sync statuses Background sync status refresh  Improved API rate limit optimization Improved User Deletion Sync (Except Smartsheet) Download a detailed error report after sync More details here.Note: This will be available in the first week of April 2023.Alert Rules now support AND/OR conditionsCategory: IT Operations ManagementUsers can now use OR function in addition to the existing AND function to create highly specific Alert Rules.  Notify On-call Agents on Microsoft TeamsCategory: IT Operations ManagementUsers can now notify on-call agents on Microsoft Teams. On-call agents will be able to view basic details about an incident, acknowledge, escalate, or mark it as resolved, and even add a private note – all from within Microsoft Teams. Reporting on Project Time Entries in AnalyticsCategory: Project ManagementWith a new module ‘Time Entries’ in Project Analytics, managers can easily report on metrics like total time spent on a project or total time spent by a user across projects. Billable and non-billable time entries can also be viewed across projects.Additionally, managers will have complete visibility of business and non-business hours logged with time entries capturing both date and time details. More details here. Enhanced Ticket View now available for accounts enabled with Workspaces Category: Freshservice for Business TeamsThe enhanced ticket view is now available for accounts that were created after December 12th, 2022. This view would replace the classic view in 30 days.More details here. Enhanced Requester Experience in Android/iOS appCategory: Mobile AppExperience an enhanced requester’s experience in the mobile app that will make navigation super easy to navigate to the requester’s profile and view their details, tickets raised by them, and associated assets.Requesters can seamlessly report an incident and track the updates on the reported incident.Note: This enhancement will be available before the end of March 2023 and requires app updation. With this release, we will only support iOS versions 13.0 and above. Users with a lower version of the OS on their iPhones, will not be able to update to this version (They can continue to use the older versions of the app).   Change Management EnhancementsCategory: Mobile AppWith this release, we have made some enhancements in the forms for a change - While filling a form for a change via the mobile app, if a content field is configured in the settings, then the user will be able to view the content in the form.  If a form has a dropdown field and is configured to get data from the source when a user is filling this form via the mobile app, they will be presented with an option to search for the input for this field, thereby making it intuitive to use. This is applicable to both single-select and multi-select dropdown fields. Note: This enhancement will be available before the end of March 2023 and requires app updation. With this release, we will only support iOS versions 13.0 and above. Users with a lower version of the OS on their iPhones, will not be able to update to this version (They can continue to use the older versions of the app). Bug FixesThese were the product defects detected, and they’ve now been fixed. Tasks added by workflow automators were displayed incorrectly in Analytics. Asset Inventory could not be opened by Swedish users. Assets associated with Incidents and Changes were not saved when a form template was applied post association. Agent audit logs for login from app, preference and time format changes were shown as blank in UI. Agent assignment through round robin was not captured in ticket activities.

Note: All the features/enhancements below will be available on Starter and Growth plans on Feb 15th 2023. For Pro and Enterprise plans will be available on Feb 28th 2023.Product version: 2023.R02L.01New Features and Enhancements Bring better ticket context into collaboration tools with Servicebot Microsoft Teams update for Servicebot with upgraded APIs Enable requesters to use Servicebot across plans Improved Natural Language Understanding Algorithm for Virtual Agent No Code Portal now available across all plans Classic ticket view to be deprecated on February 28th, 2023 User Experience changes to the Ticket view page Assignee Group in Task Card Without Expansion Project Kanban Board - Card Customization Filter Assets based on Discovery Enabled/ Disabled states Web request Node - Whitelisting new IPs to access private endpoints Improved SaaS management sync and discovery Enhancements to Service Health Monitoring Time delay while creating incidents using Alert Rules Clone shifts in On-Call Management Attachment Whitelisting in Android & iOS App Task Custom Fields and OLA for Mobile App Bug Fixes New Features and Enhancements Bring better ticket context into collaboration tools with ServicebotCategory: IT Service ManagementMinimize app hopping by enabling everything your agents and approvers need to manage and respond to tickets on collaboration tools. With the latest enhancements to Servicebot, bring better context for tickets and a set of service requests into Slack and Microsoft Teams to: Manage approvals with context from other approvers Quickly view the latest conversations attached to the ticket More details here. Microsoft Teams update for Servicebot with upgraded APIsCategory: IT Service ManagementWith the latest update to Microsoft Teams integration, Servicebot is now enhanced with the following features: Auto installation of Servicebot for your complete workforce  Manage approvals and ticket conversations with better context More details here. Enable requesters to use Servicebot across plansCategory: IT Service ManagementEnable your employees to raise tickets and get instant ticket/approval notifications right within their collaboration apps. With the latest enhancement to Servicebot, requester actions are no longer restricted to the Enterprise plan. Requesters across plans can now use Servicebot on Slack and Microsoft Teams to: Create tickets about their issues Approve and reject tickets Get notified instantly about approval and ticket lifecycle updates Add replies and comments on tickets/approvals  More details here. Improved Natural Language Understanding Algorithm for Virtual AgentCategory: IT Service ManagementWith the recent update to the Virtual agent algorithm, the bot can detect intent in users’ queries. Virtual agent can now better understand what users want when they ask a question, resulting in more accurate responses. Improvements have been made for a more accurate intent classification for queries that are small talk, static actions, or when they need a solution article for resolution. No Code Portal now available across all plansCategory: IT Service ManagementThe portal designer is now available for all customers on Growth, Pro, and Enterprise plans who signed up before November 18th, 2022. The no-code portal will be available to you with a “Try now” experience to preserve your current customizations. Your current customizations will be preserved until you publish changes using the new designer.More details here. Classic Ticket view to be deprecated on February 28th, 2023Category: IT Service ManagementTo enable the best ticketing experience for you, we have redesigned the tickets view to a more modern and scalable experience. We will continue to build on top of this new experience, and we want to ensure that you get these enhancements promptly.Therefore, starting February 28th, 2023 the redesigned experience will be enabled by default. You will no longer be able to switch back to the older version. More details here.Note: This is only applicable for accounts created before December 12th, 2022 and do not have Freshplugs and old-gen project management enabled. User Experience changes to the Ticket view pageCategory: IT Service ManagementBased on your feedback, we have improved user experience on the ticket view page as follows: The side pane is now moved to the top to view more ticket property fields on the screen. Removed excess white space for screens larger than 1920 resolution. Note: This will be available from February 15th, 2023.  Assignee Group in Task Card Without ExpansionCategory: IT Service ManagementAgents can now easily find the group to which tasks are assigned in the ticket/problem/change/release pages under “Tasks Tab” without expanding the Tasks details page. With this enhancement, agents can see the group details upfront on the task card. This is available in the task card on ticket, problem, change, and release details page. Project Kanban Board - Card CustomizationCategory: Project ManagementProject admins or Account admins can now define and choose the information that will be displayed on the cards in the ‘All Project Tasks’ and ‘Project Tasks’ boards. The default card  (visible to all users) can be configured independently for each board. Additionally, owners of ‘saved filters’ are also allowed to customize the card within their saved view, which will be accessible to other viewers of the saved filter. Other than two default fields (Title & Assignee), four more fields can be added to the card out of the total fields (including custom fields) available in a Project.This enhancement gives users access to all relevant information at a glance so they can be informed & take all necessary decisions seamlessly. Filter Assets based on Discovery Enabled/ Disabled statesCategory: IT Asset ManagementAdmins can now quickly access and track the assets that have been discovered via the agent and probe in the enabled/disabled state. With this filter, admins can: Measure the number of managed assets in their asset inventory. Ensure that the particular asset is updated by Discovery Probe/ Agent. Track the list of assets that are stolen, decommissioned, and no longer in use.  Web request Node - Whitelisting new IPs to access private endpointsCategory: IT Asset ManagementTo improve the performance and reduce unauthorized access, whitelist the following IPs to access private endpoints via Web request nodes in workflows. More details here. Improved SaaS management sync and discoveryCategory: IT Asset ManagementWith our latest update to SaaS management integrations, the discovery and sync process is now enhanced for the following apps: Box, Zoom, and DocuSign. Here’s how the sync process is improved: Better visibility with sync statuses Background sync status refresh  Improved API rate limit optimization Improved User Deletion Sync Download a detailed error report after sync More details here. Enhancements to Service Health MonitoringCategory: IT Operations ManagementUsers can now do more with Service Health Monitoring with the following enhancements: Purging of Potential Candidates: Potential and dismissed services older than 30 days  will automatically be deleted and moved to trash. A scheduled job will run every Sunday to remove these services from the system.  Edit the health status of Service: Users can now edit the Services Health Field using an acceptable list of values from: IT Operations Management > Services  Create /Edit Page Service List Page  Inventory > Services >Health  Add existing monitoring tool from Services console: Users can now bypass multiple steps for adding an existing monitoring tool to a service with just the click of a button instead. Actions on Services from Assets page: Users can now perform the bulk updates on the Inventory page for CI-type Services. They can change the Asset type from Services to another CI type. They can also delete services from the asset detail page, which was not allowed earlier.  Time delay while creating incidents using Alert RulesCategory: IT Operations ManagementUsers can now add a delay of up to 15 mins before creating an incident using an alert rule. This will help reduce noise generated by flapping alerts and one-time alert spikes.More details here. Clone shifts in On-Call ManagementCategory: IT Operations ManagementUsers can now save time and effort in shift creation by cloning an existing shift to create a new shift. They can access the functionality from the on-call schedule page.  Attachment Whitelisting in Android & iOS AppCategory: Mobile AppWith this enhancement, if the attachment whitelisting option is enabled in admin settings, the mobile app will honor it and restrict file uploading to only the specified file formats. This impacts Ticket management, Change management, and Service Catalog.Note: This enhancement will be available before the end of February 2023 and requires app updation. Task Custom Fields and OLA for Mobile AppCategory: Mobile AppThe Freshservice mobile app (Android & iOS) will now support the custom fields configured across Ticket, Problem, Change, and Release Tasks. The app will also honor the OLA policies set during Task creation and editing.Note: This enhancement will be available before the end of February 2023 and requires app updation. Bug FixesThese were the product defects detected, and they’ve now been fixed. While previewing the service catalog item, the item moved to draft state without any preemptive notification (popup message). In the dashboard, bar chart widgets keep on loading if one of the filter values has a backslash in it. When unassigned was selected in the Agent dropdown in Work Calendar, the data was not getting plotted on the calendar.  In the change calendar, when filters were applied, the data was not updated accordingly. In a multi-workspace account, workload filters were not appearing to users with "View Changes" privilege.  Admins were unable to add users to the default work schedule.