Product Updates

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. 

*Available on Pro and Enterprise plans*Plan and visualize work assigned across tickets, problems, changes, releases, tasks and projects in a single location, balance workload, and optimize your teams' productivity - all within Freshservice!How does Freshservice Workload Management help users?️Provides full visibility of the work assigned, enabling better planning and prioritization️Helps manage the assignment of unassigned work️Assists in monitoring workload and ensuring timely completion of work️Allows supervisors to balance their team’s workload and prevent burnout️Improves overall team efficiencyNote:This feature will go LIVE as per the below schedule:For new sign-ups: 18th Jan 2023 For existing customers: 31st Jan 2023For more information, refer to the Solution Articles

Important update: We have updated the release timelines of “Updated Google and Office 365 Calendar Integrations” on 31st Jan 2023. This enhancement will be available by 03rd Feb 2023.Note: All the features/enhancements below will be available on Starter and Growth plans on Jan 18th 2023. For Pro and Enterprise plans will be available on Jan 31st 2023.Product version: 2023.R01L.01New Features and Enhancements Freshservice for Business Teams - New signups  Easy Workload Management for Agents, Project-only users & their Managers Seamless Access to Tasks and Calendar TCPR and Task views under Work Calendar  Updated Google and Office 365 Calendar Integrations  Filtering Emails by Domain Advanced Filtering Capability in Tickets Easy Reporting on Service Request Fields Seamless Reporting on Select User & Group Properties New Ready to Use Curated Reports Enhanced Ticket Module in Android & iOS app Grouping of Alerts via Email now Customizable Adding Health Field for Assets  Asset Association Enhancements Export Asset Activities Error Report for SaaS Applications Sync On-call Notifications Re-triggered on Reopening of Incident AWS Cloud Discovery Enhancements Cloud Catalog Enhancements  New Features and Enhancements Freshservice for Business Teams - New signups Category: Enterprise service management With Freshservice for Business Teams, you can deliver easy, consistent and delightful employee services across the organization. It helps extend IT service management to all teams on one platform, allows control and visibility for the unique needs of departments and unifies employee service management. Key capabilities offered by Freshservice for Business Teams:  Ability to create department-specific workspaces where members of one team can work together to manage employee requests without compromising on security Pre-built departmental templates for IT, HR, Facilities, Finance, and Legal that help set up dedicated workspaces and go live faster Note: These features are available only for new accounts created after the 12th of December 2022, all accounts created before that will be migrated starting Q2 2023. More details here. Easy Workload Management for Agents, Project-only users & their ManagersCategory: IT Service ManagementAgents and Project-only users will now be able to plan and visualize all the work assigned to them in one location. Managers will have the ability to visualize the workload of their team, plan incoming work better, and balance the workload of overworked team members and improve the team’s productivity. This feature will be available for Pro and Enterprise plan customers and can be enabled from Admin > Project and Workload Management > Workload Management. More details here.  Seamless Access to Tasks and CalendarCategory: IT Service ManagementAgents will now be able to access their tasks and calendar by clicking on the “My work” tab on the top-navigation bar.  TCPR and Task views under Work Calendar Category: IT Service ManagementExisting task and change calendars have now been grouped together under “Work Calendar” which can be accessed easily by clicking on the "My Work" tab in the top navigation bar. In addition to tasks and changes, agents will now be able to visualize tickets, problems, and releases in the work calendar. More details here. Updated Google and Office 365 Calendar Integrations Category: IT Service ManagementPro and Enterprise customers will now be able to enable sync for tickets, problems, changes, releases, and project tasks to their agents’ google and Office365 calendars. Tickets and Problems can only be synced using their planned dates and require the workload management module to be turned ON. Important update: We have updated the release timelines of “Updated Google and Office 365 Calendar Integrations” on 31st Jan 2023. This enhancement will be available by 03rd Feb 2023. Filtering Emails by DomainCategory: IT Service ManagementAgents can now filter emails in Reply editors on the basis of domains. They can add this filter on multiple domains. This will save agents time if you have multiple domains or users.  Advanced Filtering Capability in TicketsCategory: IT Service ManagementAgents can now use the enhanced filtering capabilities in the Ticket List view using date and checkbox fields, supporting filtering on “Tickets I'm watching” view, and better visibility on applied filters. Support Custom checkbox in filter Support Custom date field in filter Allowing to filter by more than 3 requesters Support Filters for "Tickets I'm watching" view   Easy Reporting on Service Request FieldsCategory: IT Service ManagementTicket “Type” is no longer needed to be specified in filters while building reports on service items in Analytics. Users can easily choose fields under all ticket types for creating reports. This enhancement reduces the number of steps required to set a filter & thus makes the report building experience even more easy & simple.Note: This feature was released on Dec 6th, 2022. Seamless Reporting on Select User & Group PropertiesCategory: IT Service ManagementUsers can now easily report on certain user & group properties. This will no longer need individual User Reports & Group Reports permissions. More details here.Note: This feature was released on Dec 26th, 2022. New Ready to Use Curated ReportsCategory: 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 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 Transactions Note: This feature is available only for customers who have accounts created on or after Dec 26th, 2022. This feature will be rolled out to existing customers shortly. Enhanced Ticket Module in Android & iOS appCategory: Mobile AppiOS & AndroidWith this enhancement, agents will get an intuitive Ticket Management interface that will help them be more productive on the go. Ability to access requester info from the tickets list page Improved the expand/collapse flow on the ticket conversation Actions button in the ticket detail is made more accessible Made the scroll seamless on the tickets details page Note: This enhancement will be available before the end of January 2023 and requires app updation. Grouping of Alerts via Email now CustomizableCategory: IT Operations ManagementUsers now have the option of changing the aggregation criteria of alerts received via emails. By default, alerts received through email are grouped based on the email subject. But now users can parse email alerts using Regex and choose to aggregate them based on email subject, resource, metric name, node, or message. A maximum of 2 fields can be chosen at a time.More details here. Adding Health Field for Assets Category: IT Asset Management Users in the Growth plan using Assets of type Services can now view a new field – Health – used to indicate the status of a service. The status could either be ‘Operational’ or ‘Needs Attention’ with the default status set to ‘Operational’. However, users under the Growth plan do not need to take any action. This field is related to Service Health Monitoring available to customers under the Pro and Enterprise Plans. Asset Association EnhancementsCategory: IT Asset Management Impart more context to agents when associating an asset to Incidents, Changes, Problems, Releases and Contracts by customizing the asset property columns.  Export Asset ActivitiesCategory: IT Asset Management Asset activities can be hard to manage due to the number of changes that an asset undergoes during its lifecycle. Admins can now export all the activities for an asset in CSV format and apply search and filters to manage these activities better. Error Report for SaaS Applications SyncCategory: IT Asset Management Download a detailed error report during sync for your SaaS applications. This will be available for Azure AD, Microsoft 365, and Okta integrations.Note: This will be available in the first week of February,2023 On-call Notifications Re-triggered on Reopening of IncidentCategory: IT Operations Management On-call agents can now rest assured that if an incident re-opens, the associated on-call notifications will be re-triggered. In this manner, no incident will remain unnoticed. AWS Cloud Discovery EnhancementsCategory: IT Operations ManagementIntroducing new default asset type fields AWS Key pair and S3 Buckets to discover and manage AWS Key pair and S3 Buckets assets discovered by the AWS Cloud discovery app. AWS Key pairCloud -> Key Pair -> AWS Key Pair S3 Buckets Cloud -> Object Storage -> AWS S3 BucketCloud Catalog EnhancementsCategory: IT Asset Management Admins can now instantly delete AWS and Azure disks with a single request using the following service catalog items and workflows. Delete Azure Disk Delete AWS Disk

It's time to upgrade to Service Oriented Operations with Service Health Monitoring – now generally available. Discover the ‘what’ of a service to decode ‘how’ to fix it best, to provide high quality services to your end users. Explore functionalities including:Relationships: Map all assets powering a service Associations: Check the top five alerts and incidents associated with the service. Alert configurations: Access the monitoring tools generating the alerts that define the state of the service Activities: Get a timeline view of the progression of events related to the service On-call details: Check the on-call agent group associated with the service Potential services: Suggestions made by the tool after evaluating alerts Service Map: A visual representation of interdependent servicesMeet and exceed service level agreements with ease. Learn More  

Note: All the features/enhancements below will be available on Starter and Growth plans on Dec 14th 2022. For Pro and Enterprise plans will be available on Jan 04th 2023.Product version: 2022.R12L.01New Features and Enhancements Introducing Project Templates Available Now: Service Health Monitoring Holiday Theme Enablement New Billing Experience for Freshservice signups ML driven Automated Grouping insights  Enhancements to On-Call escalation Business Project Settings Update Asset Association in Requester Portal Asset Discovery Enhancements SaaS Management Sync Update Enhancing support for Business Rule in Service Item Azure AD, OneLogin, Okta SCIM Enhancements Bug Fixes New Features and Enhancements Introducing Project TemplatesCategory: Enterprise Service ManagementIT, HR, Finance, and Legal Teams will now be able to use out-of-the-box project templates, making it easier to begin work on standard projects without having to start from scratch. Project Managers can also select these templates from the template gallery during project creation. Available Now: Service Health MonitoringCategory: IT Operations ManagementTrial customers will no longer need to raise a special request for trying Service Health Monitoring. All users in the Pro and Enterprise plans will be able to make use of this module to gain a service oriented perspective on the state of their digital operations. More details here. Holiday Theme EnablementCategory: IT Service ManagementCustomers can now bring the spirit of the festive season into their everyday experiences with our Holiday Theme. With the holiday season around the corner, users will be able to enhance their daily routines to make it more joyous and magical! Note: This will be enabled mid-December onwards for all customers. Also, this enhancement is optional for all users. New Billing Experience for Freshservice signupsCategory: IT Service ManagementFreshservice signups from November 23, 2022 can now view and manage their subscriptions through the Unified Billing Experience (UBX) within the Neo Admin Center.With Unified Billing Experience, customers can: View and manage all Freshworks subscriptions in one place. Avail self-serve capability to upgrade subscription even as an offline paying customer. Easily manage billing, invoices, shipping addresses, and payment information. More details here. Note: Existing Freshservice accounts will be moved to this new Unified Billing Experience in the coming months.Billing audit logs for Freshservice customers on UBXOrg. admin will be able to view billing-related audit logs in a separate tab called "Billing" in "Audit logs” on the Neo Admin center. More info here.Subscription details page for Freshservice customers on UBXAdmins can now click the subscription card to view a summary of their subscription and navigate further to the checkout page to modify the subscription.Note: Freshservice customers on UBX (all plans) will get features b and c in December 2022. ML driven Automated Grouping insights Category: IT Operations ManagementUsers can now view the benefits of enabling Automated Grouping of alerts in terms of potential noise reduction. Pro and Enterprise customers using the Alert Management module can access these insights from the Alert Automation Settings tab available under Alert Rules.More details here. Enhancements to On-Call escalationCategory: IT Operations ManagementUsers of the on-call management module can now benefit from the system defaulting to round robin when on-call escalation is disabled under certain conditions such as when the ticket priority is low.More details here. Business Project Settings UpdateCategory: Project ManagementProject managers will be able to enable test case management in software projects only moving forward. Any existing business project with test case management enabled will continue to function as it is. Asset Association in Requester PortalCategory: IT Asset ManagementTrack the impact of assets effectively by customizing asset association attributes. Provide requesters with the necessary information to identify the right associated assets to tag to a Change or Incident (both default fields or custom fields).  Asset Discovery EnhancementsCategory: IT Asset Management Improved Linux OS identification for the Probe using native Linux commands (os-release.txt) - These commands are used when a supported version of python (2.7 -3.7) is unavailable. Additional Linux Distribution discovery support with Probe - Basic discovery will now be available for unsupported Linux distributions.  SaaS Management Sync UpdateCategory: IT Asset ManagementWith the latest update to SaaS management, the discovery and sync process is now enhanced with the following: Better visibility with sync statuses Background sync status refresh Improved API rate limit optimization Improved User Deletion Sync Note: This is currently available only for Azure AD and Microsoft 365 integrations in SaaS management. The other SaaS integrations will be updated soon.More details here. Enhancing support for Business Rule in Service ItemCategory: Mobile AppiOSWith the new update, we bring you Support for business rules on Service Catalog forms Support for business rules based on Approval Status, Assets, and Tags on Ticket forms AndroidWith this new update, we bring you support for business rules based on Approval Status, Assets, and Tags in Ticket add and edit forms.Note: This enhancement will be available before the Dec end and requires app updation. Azure AD, OneLogin, Okta SCIM EnhancementsCategory: Apps / IntegrationsWe've added support for syncing the Location, Department, and Secondary Email fields to our Azure AD, OneLogin, and Okta SCIM Apps. Bug FixesThese were the product defects detected, and they’ve now been fixed. Asset lists were always sorted by Asset Type irrespective of the field selected for sorting.  Child Ticket creation was not happening when the “Copy details from parent Ticket” option was checked.  There was an issue with exporting Audit logs when the “last 90 days” time period was selected.  Assets side pane was not populated for agents with just view asset permission. Additional confirmation was removed while pasting content from MS Word. When the Date field is changed in task forms, the time automatically gets set at 12:00. Frequently used tags were not shown in tickets. Business rule applied for the requester was not working when we added a new requester. Quoted text was not visible in the email notification. Business Rule was not getting executed when custom fields have the same name as the default fields, but with special characters The employee onboarding form was not loading as expected in the version 2 portal.  Business rules dependent on the “Group” field in the requester portal were not working as expected due to the field being disabled. 

Alerts are awesome. But they provide only a teaser of sorts to issues plaguing your organization’s digital infrastructure.Transcend to Service Oriented Operations (SOO) with Freshservice Service Health Monitoring – now in Beta:Look through the same lens as your end user Identify tickets affecting business and technical services Prioritize working on services with the maximum impactMeet and exceed service level agreements with this user-centric perspective. Discover the ‘what’ of a service to decode ‘how’ to fix it best.Note: You need to enable the Alert Management module to be able to start using Service Health Monitoring.Learn more

Important update: We have updated the release timelines of “Sandbox New Enhancements" on 28th Nov 2022. This enhancement will be available by 04th Jan’23 instead of 30th Nov’22.Note: All the features/enhancements below will be available on Starter and Growth plans on Nov 15th. For Pro and Enterprise plans will be available on Nov 30th.Product version: 2022.R11L.01New Features and Enhancements Create portals the no-code way Ticket Field Archival  Service Request Approval Enhancement Unique Reports/Widgets Links in Analytics Multiple Schedules support reports/widgets Enhanced login accessibility and authentication for multiple portals Changes in Admin Configurations  Improved Translations  Sandbox New Enhancements Discover VMware Images Enriched SNMP OID Library Accessing public projects in project analytics Asset EOL field from Mobile App Important updates Deprecation of password-based authentication for API v2 Removal of Deprecated Attributes from User Management APIs Strengthening TLS 1.2 Cipher Suites Deprecation of Amazon Web Services Marketplace App Follow-up to our “Get ready to get upgraded” communication sent in May 2022 Bug Fixes New Features and Enhancements Create portals the no-code wayCategory: IT Service ManagementWith Freshservice’s no-code portal builder, skip bulky code management and developer effort to create branded, accessible, and localized portals the no-code way. The graphical user interface is easy to use and build customized portals quickly with no prior technical expertise needed. Note: This will be available only for new accounts who sign up after November 15th. We will communicate how existing customers can try the new portal shortly. More details here. Ticket Field Archival Category: IT Service ManagementAdmins can now decommission a Ticket custom field without losing any data. Once a field is archived, the field will be unavailable for the agents/requesters to fill in. The historical data against that field will continue to be available in Analytics for reporting purposes.More details here. Service Request Approval EnhancementCategory: IT Service ManagementBelow are the latest service request approval enhancements: Requesters can now edit service request Items post rejection New approver section in the support portal Business rules support in the portal for Service Items and Approval statuses Approval email notification for requesters More details here.  Unique Reports/Widgets Links in AnalyticsCategory: IT Service ManagementAgents can generate unique links for each report/widget and share them with their teams. Agents can share individual reports with their managers/supervisors or any other agents within Freshservice who have access to Analytics. This enhancement allows agents to get a unique URL for each report (curated or custom) and simply share the link with their peers to analyze reports and make decisions quickly. Multiple Schedules support reports/widgetsCategory: IT Service Management Agents can now create multiple schedules, set with different time frequencies & set to be sent to different recipients for the same report. Additionally, agents can also create multiple widget schedules in various formats like PDF, CSV, or both as required.    Note: This enhancement will be available for all customers from Nov 15th, 2022. Enhanced login accessibility and authentication for multiple portalsCategory: IT Service Management With multi-portal authentication, when a user accesses a portal which has a different authentication policy configured than the one that the user is authorized to, a login page with the authentication setup configured for that portal will be displayed, rather than the access denied page. Users can thus switch seamlessly between portals with different authentication policies as they do not have to log out and login again. Changes in Admin Configurations Category: IT Service ManagementWith the newly revamped admin page, admins can easily navigate through the configurations with outcome-based reorganization and suitable name changes.More details here. Improved Translations Category: IT Service ManagementWe have enhanced translations for the following languages: Chinese Traditional Polish Czech Welsh Italian Japanese  Sandbox New EnhancementsCategory: IT Service ManagementTo improve the stability and overall Sandbox experience, the following changes will come into effect for Sandbox accounts created from Nov 30th: Real-time change lists -  The change list (change difference in sandbox and production) is calculated in real-time. For e.g: If a workflow’s state is modified in the sandbox, it will be compared with the live status of the corresponding workflow in production, as opposed to the state of the workflow at the time when the sandbox was created.   Confirm Changes option - As the change list captures the real-time difference between sandbox and production, there is no need for an intermediate stage called conflicts. Hence, the resolve conflicts option will no longer be a part of the sandbox lifecycle.With the help of real-time change lists, you can choose to advance the changes from the sandbox or keep the production version as the sync source with the help of the "Confirm changes" option. Bulk-select option for sync source - Users can now bulk-select the option to choose the sync source (production or sandbox) for the individual changes in the change list.  More details here.Important update: We have updated the release timelines of “Sandbox New Enhancements" on 28th Nov 2022. This enhancement will be available by 04th Jan’23 instead of 30th Nov’22. Discover VMware ImagesCategory: IT Asset ManagementAdmins can now discover and manage their VMware images under the new asset type Cloud -> Image -> VMware VCenter Image.  More details here. Enriched SNMP OID LibraryCategory: IT Asset ManagementUsers can now expect better and more accurate SNMP device discovery, as we have significantly increased the number of OIDs in our repository for device discovery.   Accessing public projects in project analyticsCategory: Project ManagementUsers who can view only member public projects in project analytics will now be able to view all public projects. Asset EOL field from Mobile AppCategory: Mobile AppAsset Managers can now specify the value of the Asset End-of-life (EOL) field for all assets via the mobile app.Note: This enhancement will be available from Nov 30th, 2022. Important updates Notices for new upgrades/migration activities Deprecation of password-based authentication for API v2 To provide enhanced data security, we are deprecating the username and password-based authentication for Freshservice APIs in favor of API key-based authentication by May 31st, 2023.The following features where you may be using Freshservice APIs will be impacted due to this deprecation: Workflow automator ( Web request nodes and “Trigger Webhook” action nodes) Custom apps Portal customization Any custom services or middleware developed using Freshservice APIs After the deprecation date of May 31, 2023, all API requests using password-based authentication will fail. Who will get impacted?If you have used APIs with password-based authentication in any of the following locations,you will be impacted by this change: To configure your workflows (Web Requests and Trigger webhook actions) To customize your portal To interact with your Freshservice account from any of your custom applications What do you need to do?Replace the username/password based authentication for all API requests with API Key based authentication.For more information, refer to this solution article. Removal of Deprecated Attributes from User Management APIs To reduce redundancy in APIs  after the enhancements to Freshservice’s user management module, we will remove all deprecated attributes from the Agent and Agent Group APIs by May 31st, 2023. We will deprecate the attributes listed below from the Agents object in both API requests and responses: ticket_scope problem_scope change_scope release_scope group_ids  role_ids We will deprecate the attributes below from the Agent Groups object in both API requests and responses. agent_ids After the deprecation date, API requests that use these attributes will not be accepted. Also, these attributes will not be included in any of the API responses.Who will get impacted?If you have used APIs with any of the attributes above in any of the following actions, you may be impacted by this deprecation: To configure your workflows (Web Requests and Trigger webhook actions) To customize your portal To interact with Freshservice instance from any of your custom applications What do you need to do?Please reconfigure your workflows where these attributes are referenced to prevent possible disruption in functionality.For more information, refer to this solution article. Strengthening TLS 1.2 Cipher Suites We are updating our security controls to ensure information systems and customer data used as part of our offerings are protected.We will be changing our transport layer security controls to allow only TLS 1.2 Strong cipher suites from May 31st, 2023. This update will help in strengthening our security systems and ensure safer network connections with the server.What do you need to do?Please ensure that you use a modern, updated web browser and mobile OS to access Freshservice.More details on compatible versions can be found here.If you’ve built custom integrations with Freshservice, please ensure your API Clients are compatible with the TLS 1.2 Strong cipher suites.More information on how to test your api client compatibility can be found here. Deprecation of Amazon Web Services Marketplace App To empower our power users of AWS cloud with more advanced cloud discovery and management solutions, we will be upgrading you to the AWS Cloud discovery application. 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.Who will get impacted?If you are using the Amazon Web services application to discover cloud resources in AWS, you will be impacted by this migration.What do you need to do?Please uninstall Amazon Web Services application and switch over to the new AWS Cloud Discovery application by May 31st, 2023 to leverage deeper discovery and automation use cases.For more information, refer to this solution article.Refer to this solution for additional information about the upcoming upgrades and deprecations. Follow-up to our “Get ready to get upgraded” communication sent in May 2022Ensure that you’re prepared for the following changes which will be effected on your Freshservice account in November 2022: Reports Module Deprecation & Upgrade to Analytics Module: If your account was created before 13th March, 2020, we’ve upgraded your legacy Reports module with the more powerful and robust Analytics module. All your older reports have already been migrated to Analytics. The legacy Reports module will be unavailable from November 2022 onwards. More information here. Deprecation of Password-Based Authentication for Google and Microsoft Mailbox Connectors: Google and Microsoft have deprecated support for password-based authentication for connecting their mailboxes to Freshservice. If you’re still using password-based authentication, switch to OAuth-based authentication to fix issues and prevent disruptions. More details here. MSP Mode - Department and Requester Field Name Changes in Analytics: If your account has the MSP mode enabled, we will be renaming the ‘Department’ and ‘Requester’ fields in Analytics to ‘Company’ and ‘Contacts’ fields in November 2022. This is being done to ensure consistency with the rest of Freshservice. You will be impacted if you have any third party BI integrations built using data exports or schedules with ‘Department’ or ‘Requester’ fields. More information here.    [Postponed] Deprecation of Freshservice API V1: We have postponed the API V1 deprecation date from November 2022 to 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.Refer to this solution for additional information about these upgrades and deprecations. Bug Fixes These were the product defects detected, and they’ve now been fixed. If an agent was deactivated, schedules created by the agent in Analytics were not deleted. Rather, blank schedules were sent. Users with the "Administer all projects" privilege were not able to access private projects if they had not been added as members. In project tasks users were unable to attach files in the text area. Users were unable to import projects with custom fields via JIRA import.  The timer was showing in red for an SLA paused state. In forms, some fields were rendered twice. All the long conversations were truncated with an option to view more on demand. The checkbox custom field used as a placeholder in the Service request subject was throwing an error. Forwarded content from a note/reply was not sent with the email notification Closing a service request was validating the mandatory field check for a Description field.

Important update: We have updated the release timelines of “Service Health Monitoring in Public Beta” on 31st Oct 2022. This enhancement will be available by Nov 15th instead of Oct 31st.Note: All the features/enhancements below will be available on Starter and Growth plans on Oct 18th. For Pro and Enterprise plans will be available on Oct 31st.Product version: 2022.R10L.01New Features and Enhancements Introducing Redesigned, New Tickets Experience Sharing Tickets and Changes with other Requesters Ticket Custom Field Limit Increase Service Request and Change Approval via Email Service Request Creation Enhancement Support for paragraph fields in Problem, Release and Time Entries Virtual Agent now supports Hybrid responses and Feedback controls on Slack Virtual Agent search no longer supports tag-based search Notify On-Call Agents on WhatsApp Service Health Monitoring in Public Beta Four New OOTB integrations in Alert Management On-Call Management now available in IND data center Probe Email Alerts  SCCM Integration Enhancements Send External Emails using Placeholders in Workflows Important updates Bug Fixes New Features and Enhancements  Introducing Redesigned, New Tickets ExperienceCategory: IT Service ManagementWe have redesigned the tickets experience that gives you faster performance, improved readability, and better accessibility.Ticket: Reply to and forward private notes View the details and description of the ticket in tab format Quickly move to the next activity using the app pane Determine at a glance if a ticket pertains to an incident, a problem, or a change from the icon next to the ticket title Incident Create Form: Experience consistency with the Save, Cancel buttons moved to the bottom Drag and drop attachments and attach multiple files to an incident Service Request: Improved search experience with the revamped search tab Search across categories using the new All Items option More details here. Sharing Tickets and Changes with other RequestersCategory: IT Service ManagementRequesters can now share service requests and tickets with their subordinates. The current CC option only gives them incremental updates but does not give the complete view of the ticket. With this, they can add them as a co-requester of the ticket. If email notifications are enabled, they can also receive notifications based on the ticket status updates. They can also share Changes associated with their Department (if they have access to it) from the Requester portal.More details here.Note: To ensure the option is enabled do check “Allow requesters to share tickets with others” and select “Yes”. Ticket Custom Field Limit IncreaseCategory: IT Service ManagementWe have increased the total number of Ticket fields that can be configured in the form. Here's the split up. Dropdowns including multi-level nested drop-downs: 150 Single line text fields: 150 Date Fields: 25 Paragraph fields: 50 by default (There will be a character limitation of 3000 chars)  Service Request and Change Approval via EmailCategory: IT Service ManagementWith this enhancement change and service request approvers can respond to the requests directly from their inboxes. Freshservice will send an email to approval recipients where they can just reply with certain keywords in order to approve/reject the request.This will remove additional steps for approvers to navigate across multiple screens to login into the product for approval/rejection of the requests.More details here. Service Request Creation EnhancementCategory: IT Service ManagementAgents can now copy the field values while creating service requests for checkbox and dynamic sections from the parent form to additional items.  Support for paragraph fields in Problem, Release and Time EntriesCategory: IT Service ManagementUsers can now view and export paragraph field values of Problems, Releases and Time Entries modules in Analytics. Virtual Agent now supports Hybrid responses and Feedback controls on SlackCategory: IT Service ManagementReduce the number of times your employees resort to ticket creation by giving them more control over Virtual Agent’s responses to their queries. This is now supported on Slack in addition to Microsoft Teams.Note: This was released on September 20th 2022 for all Enterprise accounts. More details here. Virtual Agent search no longer supports tag-based searchCategory: IT Service ManagementThe virtual agent algorithm will use semantic and context-based search going forward. It will rely more on visible content (i.e. document title and description) and less on tags and keywords for powering this new search.Note: This was released on September 15th 2022 for all Enterprise accounts.  Notify On-Call Agents on WhatsAppCategory: IT Operations ManagementOn-call agents can now receive notifications and respond to them over WhatsApp. They will be able to acknowledge, escalate, or resolve incidents from within WhatsApp. This enhancement is especially useful for users who've been unable to use SMS for notifications because of regulatory restrictions.   Service Health Monitoring in Public BetaCategory: IT Operations ManagementUsers can now define and monitor business and technical services by mapping assets and inter-dependencies for a service. By gaining clarity on ‘what’ powers a service, users can figure out ‘how’ to fix that service much more easily.More details here.Important update: We have updated the release timelines of this enhancement on 31st Oct 2022. This will be available by 15th Nov’22 instead of 31st Oct’22. Four New OOTB integrations in Alert ManagementCategory: IT Operations ManagementUsers now have the option of four new out of the box integrations in the Alert Management module, namely:  AppDynamics Logz.io Sumologic Loggly With these additions, the total number of OOTB integrations now stands at 23. In addition to these options, users can continue to employ email as a channel for alerts, as well as create custom integrations via webhooks.More details here. On-Call Management now available in IND data centerCategory: IT Operations ManagementCustomers associated with the India data center will now be able to access the On-Call Management module. They will be able to use modern channels of communication such as WhatsApp and the Freshservice mobile app to acknowledge, escalate, and resolve incidents.    Probe Email Alerts Category: IT Asset ManagementAdmins can now stay updated and resolve probe issues effectively using probe email alerts. Identify the number of devices and users scanned along with the scan errors attached in the scheduled sync summary report. Notify agents with proactive emails if probe hasn’t communicated with Freshservice over a specified number of days using the inactivity report. Stay informed when the probe encounters an error during scan due to invalid configurations and other unexpected issues using the error report.  More details here.Note: This feature will be available from Oct 31st 2022. SCCM Integration EnhancementsCategory: IT Asset ManagementMap additional properties from up to 5 tables in SCCM rather than just the single table supported earlier.More details here.Note: This feature will be available from Oct 31st 2022. Send External Emails using Placeholders in WorkflowsCategory: Workflows/AutomationUsers now have an option to send out emails to external email addresses from workflow automator actions. For instance, during the onboarding process, send out automatic email notifications to the employee’s personal email address as and when the onboarding steps are completed.  Important updates Follow-up to our “Get ready to get upgraded” communication sent in May 2022Ensure that you’re prepared for the following changes which will be effected on your Freshservice account in November 2022: Reports Module Deprecation & Upgrade to Analytics Module: If your account was created before 13th March, 2020, we’ve upgraded your legacy Reports module with the more powerful and robust Analytics module. All your older reports have already been migrated to Analytics. The legacy Reports module will be unavailable November 2022 onwards. More information here. Deprecation of Password-Based Authentication for Google and Microsoft Mailbox Connectors: Google and Microsoft have deprecated support for password-based authentication for connecting their mailboxes to Freshservice. If you’re still using password-based authentication, switch to OAuth-based authentication to fix issues and prevent disruptions. More details here. MSP Mode - Department and Requester Field Name Changes in Analytics: If your account has the MSP mode enabled, we will be renaming the ‘Department’ and ‘Requester’ fields in Analytics to ‘Company’ and ‘Contacts’ fields in November 2022. This is being done to ensure consistency with the rest of Freshservice. You will be impacted if you have any third party BI integrations built using data exports or schedules with ‘Department’ or ‘Requester’ fields. More information here.    [Postponed] Deprecation of Freshservice API V1: We have postponed the API V1 deprecation date from November 2022 to 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. Refer to this solution for additional information about these upgrades and deprecations. Bug Fixes These were the product defects detected, and they’ve now been fixed. There was an irrelevant activity displayed on the ticket when an incident was assigned to an on-call group when there were no ongoing shifts at that time of assignment. If the user accesses the ticket link or approval link via Freshservice mobile app, it was not redirected to the Freshservice app. Rather, it redirects to the browser. If field values contained field names within them in the “query” clause of a “Filter Agents” API call, they caused an error. Requester groups that included many VIP Requesters showed the VIP badge only for the first 20 VIP Requesters. ​​Reports created in the Analytics module were not loading for a few customers. Articles created from external URL, in the Freshservice knowledge base, were not appearing as suggested articles when agents respond to tickets.

Important update: We have updated the release timelines of “Parse Alert Content in Email” and “Add Alert fields in Ticket Workflow Automator” on 28th Sep 2022. This enhancement will be available by 07th Oct’22 instead of 29th Sep’22.Note: All the features/enhancements below will be available on Starter and Growth plans on Sep 15th. For Pro and Enterprise plans will be available on Sep 29th.Product version: 2022.R09L.01New Features and Enhancements Increase Limit in Team Dashboards Tracking Attachment Activities in Ticket logs [API] Ability to filter tickets by the requester Arcade - Renaming 'Sharpshooter' Improved Natural Language understanding system for Virtual Agent Improved Virtual Agent's responses Parse Alert Content in Email Add Alert fields in Ticket Workflow Automator Get mobile push notifications for on-call management End-of-Life Asset Field Bug Fixes New Features and Enhancements Increase Limit in Team DashboardsCategory: IT Service ManagementWe have increased the limit of team dashboards from 05 to 20. With team dashboards, agents*, manager, or supervisor can hand-pick and curate the KPIs in one place.Note - Agents with "Manage Agents" privilege within the global scope will only be able to create and share dashboards with all agents.More details here.   Tracking Attachment Activities in Ticket logsCategory: IT Service ManagementUsers can now track attachment activities like addition or removal in the activity logs of tickets. [API] Ability to filter tickets by the requesterCategory: IT Service ManagementWe have added support for filtering tickets through API based on requester id and email. The filter condition will work along with other conditions using the logical operators. Arcade - Renaming 'Sharpshooter'Category: IT Service ManagementWe have renamed the 'Sharpshooter' in the arcade to 'Wizard.' Agents with the highest First Call Resolution (FCR) points for a month will be given a wizard trophy. Improved Natural Language understanding system for Virtual AgentCategory: IT Service ManagementThe recent upgrade to our Virtual Agent’s NLU algorithm enables improved language understanding of employees’ queries. With this upgrade: Some queries and names of applications that were being misclassified as small talk will now get relevant responses, if available. Quicker response time by better detection of queries about solution articles and service items. Better detection of abbreviations. Note: This was released on August 23rd for all Enterprise accounts. Improved Virtual Agent's responsesCategory: IT Service ManagementReduce the number of times your employees resort to ticket creation by giving them more control over Virtual Agent’s responses to their queries with these features: Hybrid responses - Shows a combination of solution articles and service items when a query is ambiguous and allows requesters to see more responses of a specific type. Feedback controls - Allows requesters to make Virtual Agent search for more responses of a different type (solution articles or service items) if the first batch of responses is not helpful. Note: This was released on August 23rd for all Enterprise accounts.More details here. Parse Alert Content in EmailCategory: IT Operations ManagementUsers of the Alert Management module who choose email as a channel for alerts will now be able to parse the email content and assign values to alert properties based on set conditions. The components of the email i.e. subject, from, to, & body could be parsed and mapped to metric name, metric value, resource, node, & severity. More details here.Note: We have updated the release timelines of this enhancement on 28th Sep 2022. This enhancement will be available by 07th Oct'22 instead of 29th Sep’22. Add Alert fields in Ticket Workflow AutomatorCategory: IT Operations ManagementUsers can now access alert properties of an alert associated with an incident inside the workflow automator. Up until now, this information was present in the ticket description. However, since individual components of this information were not mapped to relevant fields, ticket automation was not possible. Now with this ability, users can now trigger emails, add notes, and descriptions containing alert information, and take other automated actions based on an incident’s primary alert information.More details here.Note: We have updated the release timelines of this enhancement on 28th Sep 2022. This enhancement will be available by 07th Oct'22 instead of 29th Sep’22. Get mobile push notifications for on-call managementCategory: IT Operations ManagementOn-call agents can now receive mobile push notifications on the Freshservice mobile app. They will be able to acknowledge, escalate, in addition to resolving incidents through the mobile app itself. Note: This enhancement will be rolled out by the end of the month, after which users will need to update the app to the latest version to be able to start using it. End-of-Life Asset FieldCategory: IT Asset ManagementAdmins can now track, automate and report on the end date of an asset life using the default end-of-life asset field.Note: This will be available for growth plan onward by Sep 30th. Bug Fixes These were the product defects detected, and they’ve now been fixed. When the user was on the last page of the solution articles list in Freshservice knowledge base, the “next” button still showed in pagination. Agents were not able to see/search for the solution articles on the portal when the department they were assigned was deleted. Raising tickets from the service portal without an attachment was possible, even if attachments were mandatory. Change update issues when lookup fields were introduced. Business Rule for the requester portal when evaluating Logged in User department conditions. ‘Chat with us’ widget inside the product was not working as expected. CC Email notifications weren’t being sent for replies if the requester of a ticket also has agent access on that ticket. After the description of a ticket is updated, the filter ticket API with that ticket in the response returns a 500 error message. Exports and schedules from Analytics were delayed when the account's email setting was converted from the customers' mail servers to Freshservice's default mail server. The calendar preview in the shift detail page will henceforth reflect the same time as the shift start time and the notifications will be sent based on the Day light saving honored in respective regions. Previously on priority change, escalation notifications were not sent out aging. After the fix, on-call notifications will be re-triggered for that agent group based on priority change. 

Discover more, automate better and streamline cloud operations - all this right within Freshservice. Now Available for Growth, Pro, and Enterprise plans.So, what’s in Freshservice Cloud Management? 🧐 Gain visibility to cloud resources across multiple leading cloud services like AWS, Azure, and Vmware.⚡ Remediate issues quickly with visibility into cloud infra dependencies.🛒 One-stop shop for all cloud requests like provisioning, decommissioning, and much more.🦾 Automate cloud request fulfilments end-end and resolve them within minutes. To know more about Freshservice Cloud Management, check out our guide. 

Note: All the features/enhancements below will be available on Starter and Growth plans on Aug 17th. For Pro and Enterprise plans will be available on Aug 29th.Product version: 2022.R08L.01New Features and Enhancements OLA policies Lookup fields for Change Forms Improved Freddy-powered search for Virtual Agent All-new report builder experience in analytics CSAT response Email Enhancements Study monitoring tool status using the Activities tab Multiple responder groups now available in On-Call Management Workflow Enhancements  IP whitelisting for Mobile App Enhanced Ticket Module Changes to Freshworks sub-processor list Bug Fixes New Features and Enhancements OLA policiesCategory: IT Service ManagementAdmins can now define internal Operational Level Agreements (OLA) on tasks. This will enable admins to configure OLA policies that will dictate the time within which Agents should complete Tasks inside the Tickets/Problems/Changes or Releases, ensuring continuous service delivery and compliance.Note: Analytics on OLA policies will be available for the Growth plan onwards by Aug 31st.More details here. Lookup fields for Change FormsCategory:  IT Service ManagementAdmins can now create change fields by referencing relevant data within the service desk. With lookup fields, location, users, departments, and asset values can now be referred to in change forms. Improved Freddy-powered search for Virtual AgentCategory: IT Service ManagementVirtual agent now supports better contextual understanding, better keyword identification, and improved understanding of HR, Finance, and Facilities queries.Watch video MS Teams | SlackNote: This is available now for all the Enterprise customers. All-new report builder experience in analyticsCategory:  IT Service ManagementUsers can now make data-driven decisions more easily using the enhanced analytics platform. This new and improved user interface for the analytics module will enhance users' report-building experience. Users can build and navigate reports faster and simpler with a lesser number of clicks and transitions.More details here. CSAT response Email EnhancementsCategory: IT Service ManagementWith this enhancement, agents and admins can get respondent details in place of generic “not given text. This will enable more context since {{comment.body}} was showing a generic ‘not given’ text. In place of that, we have added a dynamic message ‘<requester_name> submitted the survey response.’ Study monitoring tool status using the Activities tabCategory: IT Operations ManagementCustomers using the Alert Management module can now refer to the Activities tab on the Monitoring Tools list page to understand the status of their integrations.More details here. Multiple responder groups now available in On-Call ManagementCategory: IT Operations ManagementUsers can now resolve incidents faster by enabling multiple agent groups to swarm in and collaborate at once using On-Call Management.More details here. Workflow Enhancements Category: Workflow/ Automation Configure automation rules to execute actions on the default date fields for problem, change and release modules. For example: Set a release completion date based on the start date and the type of the release.  IP whitelisting for Mobile AppCategory: Mobile appThis security enhancement will honor whitelisted IPs even for the mobile app. If the app is accessed from an IP that's not whitelisted, the app won't work. Works both for android and iOS mobile apps. Enhanced Ticket ModuleCategory: Mobile AppWith this enhancement, agents will get an intuitive Ticket Management interface that will help them be more productive on the go.Note: This enhancement will be available on the iOS app. Android users can refer to this. Changes to Freshworks sub-processor listCategory: IT Service ManagementWe plan to update our sub-processor list. We will be adding the following sub-processors to our list. Sumologic You can find more details about these changes here. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. To know more about these measures, we encourage you to read our Data Processing Addendum and Privacy Notice completely.If you have any questions about this update, please write to support@freshworks.com. Bug Fixes These were the product defects detected, and they’ve now been fixed. Agents were unable to create and link child service requests to a parent service request. Customers were unable to view associated project tasks on tickets, under the Associations tab. Ticket status on the Ticket list view incorrectly displayed ‘Resolved late’ although the ticket was resolved within the SLA. Updating epic dates on the slider displayed an error.

 Note: All the features/enhancements below will be available on Starter and Growth plans on Jul 14th. For Pro and Enterprise plans will be available on Jul 28th.Product version: 2022.R07L.01New Features and Enhancements [Beta] Timer Node in Workflows Cloud Management  Asset Workflow Enhancements Device42-Freshservice’s upgraded integration Software and SaaS usage Analytics SMS support for On-Call Management  VCF files to track calls from Freshservice Alert properties additional information  Watcher Removal to be Captured in the Ticket Activity Logs Send Reports from the Global Primary Email Address Export Service Item and Asset Type-specific Fields in Analytics Enhanced Ticket Module Deprecation of Freshservice APIs - Version 1 Bug Fixes New Features and Enhancements [Beta] Timer Node in WorkflowsCategory: AutomationAdmins can introduce a time delay or pause the workflow for a set duration of time. Trigger escalation emails, send reminders, grant access to agents for a stipulated amount of time, and much more using the Timer nodes. More details here.  Cloud Management Category: IT Asset Management With Freshservice Cloud Management, mitigate the complexity of a multi-cloud environment with a clear view of your assets and their relationships, and power service management and operations management processes with visibility into cloud service dependencies in a unified platform. Freshservice Cloud Management lets you: Discover your multi-cloud resources in Freshservice’s CMDB to build a single, integrated source of truth. Remediate issues faster with cloud infra dependencies captured right within your service management solution. Automate cloud management tasks with a unified self-service cloud catalog.  More details here. Note: This feature will be available by July 31st, 2022.  Asset Workflow EnhancementsCategory: IT Asset Management, Workflows/AutomationThe following actions will be available in the Action node of Asset Workflows. Remove associated software installations- Automatically delete software associated with an asset when it is moved to a retired or expired state.Note: This action will only remove the software associated and not delete the software. Disable asset discovery action-  Disable the asset discovery (via probe and agent) for retired or expired assets and convert them to unmanaged assets. Note: The above workflow actions will be visible only for the hardware and cloud asset types. To re-enable the discovery for the asset navigate to the detailed asset view.  Device42-Freshservice’s upgraded integrationCategory: IT Asset Management Get advanced asset discovery and dependency mapping in Freshservice with our Device42 integration. With Device42 you can now discover and sync: Business Apps and their relationships Device Warranty Information Contracts More details here.View marketplace app Software and SaaS usage AnalyticsCategory: IT Asset Management With software reports in Freshservice analytics, stay on top of your software and SaaS usage metrics like: Software overview:  Track software used based on varied criteria like status, users, source of creation, publisher, and more.  Software Insights: Track software trends observed across your organization like most used software, top software with potential savings, and monthly software trends.  Software Users and Installs: Track installs and users for every software.  Software contracts: Track software with and without contracts. Note: This feature was released on June 14th, 2022.More details here. SMS support for On-Call Management Category: IT Operations ManagementUsers can now refer to the list of geographies where SMS support for On-Call Management is available before configuring their on-call schedules. More details here. VCF files to track calls from FreshserviceCategory: IT Operations ManagementCustomers using the On-Call Management module can now track calls from Freshservice by downloading VCF files.More details here. Alert properties additional information Category: IT Operations ManagementUsers can now see additional information fields in any Freshservice ticket body. Watcher Removal to be Captured in the Ticket Activity LogsCategory: IT Service ManagementAgents now have an option to track a watcher removal in the activity logs. With this enhancement, a removed watcher and the user who has removed it both will be captured in the ticket activity log. Send Reports from the Global Primary Email AddressCategory: IT Service ManagementGet analytics reports and schedules from your brand email id. Going forth, your primary email address, under Global Support Emails, will be used for sending out exports and schedules. Export Service Item and Asset Type-specific Fields in AnalyticsCategory: IT Service ManagementUsers can now deep-dive into service items and asset type-specific fields by exporting those fields and analyzing the data from Analytics data exports.Note: This feature will be available to all plan customers on July 28th. Enhanced Ticket ModuleCategory: Mobile AppWith this enhancement, agents will get an intuitive Ticket Management interface that will help them be more productive on the go.Note: This enhancement will be available on only the android app.    Deprecation of Freshservice APIs - Version 1Category: IT Service ManagementREMINDER 1 : Version 1 of Freshservice APIs will be deprecated on November 30, 2022. You can make API calls using Version 2 of the Freshservice APIs, which offers more functionalities and error handling.Once API V1 is deprecated, you won’t be able to use it in the areas listed below.  You need to convert all your existing API V1 calls to API V2 calls. Workflow Automator ( Web Request nodes and “Trigger Webhook” Action nodes) Custom apps Portal Customization     Any custom services or middleware developed using Freshservice API V1    Note: After,Nov 30, 2022 all the API V1 endpoints will be retired, and all your workflows or customizations that use API V1 endpoints will cease to work as expected. Do ensure that you switch to API V2 endpoints by then to avoid any disruptions.More details here. Bug Fixes These were the product defects detected and they’ve now been fixed. Customers were getting errors when they tried to clone an asset using the Clone assets app. Assets in inventory that were linked to AWS were discovered as new assets instead of performing updates on the old ones. When in the requester profile, 'Can see all tickets from this department' is unchecked, the approval that has already been delegated was also removed. In Workflow Automator, when the user saves an approval action node and reopens the node to edit the approvers, the close button 'x' to remove the approver does not work, and the user remains as an approver. (The issue was only for ticket automators and hardcoded and static approver names. It did not affect dynamic records.) Users were unable to create workflows if the asset type's name contains any special characters, such as a double quote in it. Updating the department custom date field via API was showing the date as per the user timezone setting in the portal. If a different TimeZone user views the department, it shows the date as per their Timezone. When the user selects the announcement's expiry date in the date picker, it saves it for the day before the date chosen. In software custom fields, if the dropdown value contains a less than symbol "<, "it is displayed as < instead of the actual less than the symbol "<. " Agents were not able to associate a ticket with Freshrelease standalone app. Project time entries export and project tasks export emails were not sent to the user who exports them in the New-gen Project Management. In New-gen project management, Project Cloning was failing for some customers. When a custom asset field name starts with a number, asset updation via API (Version 2) was throwing an error.  In the purchase order, creating a purchase order with the date field only shows the day and the month, not the year. In workflow automator, when a service request has no approval requested, it doesn't work.  The Auto- Ticket Merger App was not closing the duplicate tickets. The group assignment was removed when an agent updated a task within a ticket (like the date or time). On-call calendar didn’t load when more than one override was created for a shift configured during the daylight saving period Incidents assigned to agents on acknowledgment didn’t show up on the dashboard widget. In on-call management, the calendar preview didn’t display the right data for a shift with custom intervals and a weekly shift rotation.

Major enhancements since the beta in November now enable users to receive separate notifications for Urgent and High priority incidents, disable notifications and escalation based on incident priority, collaborate on Slack, and increase the total interval between escalation levels by up to 24 hours. Trial customers will now no longer need to raise a special request for trying out the On-Call Management module. Plus, the module will now also be available under the Growth plan in addition to the existing Pro and Enterprise plans. On-Call Management is available to all eligible customers associated with the US, AU, & EU data centres. IND pod is not supported at the moment.Learn more

Important update: We have updated the release timelines of “Rest APIs for New-Gen Project Management ” on 01st July 2022. This enhancement will be available by 15th Jul' 22 instead of 30th June’22.Note: All the features/enhancements below will be available on Starter and Growth plans on Jun 15th. For Pro and Enterprise plans will be available on Jun 29th.Product version: 2022.R06L.01New Features and Enhancements On-Call Management now in GA & also available under Growth plan CSAT survey for agents created tickets Reporting on Custom User Fields in Analytics Rest APIs for New-Gen Project Management  Enhanced asset audit using Discovery Probe Enhanced software discovery from VMware vCenter using Discovery Agent ‘Ticket is acknowledged’ as a workflow event Orchestration Center Updates Bug Fixes New Features and Enhancements On-Call Management now in GA & also available under Growth planCategory: IT Operations ManagementTrial customers will now no longer need to raise a special request for trying out the On-Call Management module. Plus, the module will now also be available under the Growth plan in addition to the existing Pro and Enterprise plans. Major enhancements since the beta in November now enable users to receive separate notifications for Urgent and High priority incidents, disable notifications and escalation based on incident priority, collaborate on Slack, and increase the total interval between escalation levels by up to 24 hours. This module will be generally available by the end of June in all data centers except India.More details here. CSAT survey for agents created ticketsCategory: IT Service ManagementAgents can now receive customer satisfaction surveys for the tickets created by them. Admins should be able to configure this feature from the CSAT Survey List page to enable/disable sending surveys for tickets raised by requesters who are also an agent in the system.  Reporting on Custom User Fields in AnalyticsCategory: IT Service ManagementAgents can now report on custom fields added to a user's profile. These fields will also appear under the associated agent and requester set of fields when you create reports for other modules, such as tickets, problems, and assets.Note: This will be available for all plans by 30th June. Rest APIs for New-Gen Project Management Category: Project ManagementUsers of new-gen project management will now be able to read, create, update and delete projects and project tasks via APIs and leverage or manage their project data from third-party tools.Note: We have updated the release timelines of this enhancement on 01st July 2022. This will be available by 15th Jul' 22 instead of 30th June’22. Enhanced asset audit using Discovery ProbeCategory: IT Asset ManagementDiscovery Probe can now capture audit records for all device scans irrespective of incidence of changes in their state.Note: This enhancement can be enabled on demand by reaching out to support@freshservice.com Enhanced software discovery from VMware vCenter using Discovery AgentCategory: IT Asset ManagementDiscovering software from VMware cloud assets using discovery agent is now more powerful with enhanced reconciliation. ‘Ticket is acknowledged’ as a workflow eventCategory: Workflows/AutomationTrigger workflows when a ticket is acknowledged as part of On Call Management.For example, perform actions like adding a note or sending an email based on when a ticket is acknowledged. Orchestration Center UpdatesCategory: Workflows/AutomationNew Orchestration apps: Bitbucket: Perform operations on projects, repositories, pulls, issues, issue comments, and issue attachments using the Bitbucket Orchestration app. More details here Freshdesk- Invoke operations on Freshdesk Support Desk Agents, Groups, and Tickets via the Workflow Automator. More details here Gitlab On-prem -  Perform User, Group, and Project Management actions on Gitlab Onprem with the help of the Orchestration Server. More details here PagerDuty -  Create incidents and perform user-based actions on Pagerduty. More details here    Orchestration App Enhancements:Okta : Perform the following actions in Okta  Assign a group to the application  Get assigned user for the application  Remove group from application  Gsuite : Perform the following actions in Gsuite   Enable Auto Reply  Create Forwarding Address  Wipe User Device  Transfer UserData  Bug Fixes These were the product defects detected and they’ve now been fixed. 500 error while accessing Employee Onboarding (EOB) tickets. When the account level timezone was set to Eastern Time (UTC-11) in production, the sandbox was getting created at a different timezone (UTC-5). The date on the list page showed one date previous to the selected date on the ticket list page. Agents were not able to access tickets from the ticket associations in the new-gen project management. In End User Portal - Requesters were not able to access the portal. In edge cases, Service requests were created without considering all the mandatory fields. On-Call Schedule - When the schedule is being added the second time to the on-call calendar, it was throwing an error. During active directory user sync certain scenarios were not triggered in the FreshID callback. Serial numbers starting with zero get truncated when exporting the assets. The automatic reminder email in the Employee Onboarding (EOB) was not working as expected.  In Workflow Automator, Condition node - the combination of none and any group with the INCLUDES operator doesn't work as expected. 'Add People' option on the ticket was showing an incorrect notification message. In the Conversation portal, users were getting solution articles that they didn't have permission to access.

Important update: We have updated the scope of work for ‘Escalation levels in the on-call management’ on 20th May 2022. With the new scope, users can now increase the total interval between escalation levels by up to 1 day instead of 7 days.Note: All the features/enhancements below will be available on Starter and Growth plans on May 16th. For Pro and Enterprise plans will be available on May 30th.Product version: 2022.R05L.01New Features and Enhancements Increase the interval between escalation levels by up to 7* days Lookup fields to Ticket Forms  Upgraded APIs - Version 2 Upgrading from the Reports Module to the Analytics Module Renaming ‘Department’ & ‘Requester’ Fields in Analytics [For Single Account MSP Customers only] Deprecation of password-based authentication for Google & Microsoft Email New error codes for unauthorized API V1 usage Bug FixesNew Features and Enhancements Increase the interval between escalation levels by up to 7* daysCategory: IT Operations ManagementIn the On-Call Management module, users can now increase the escalation interval across all levels by up to seven* days. Earlier limited to 30 minutes, the time gap can now be configured in days, hours, and minutes. More details here.*Important update: We have updated the scope of work for ‘Escalation levels in the on-call management’ on 20th May 2022. With the new scope, users can now increase the total interval between escalation levels by up to 1 day instead of 7 days. Lookup fields to Ticket Forms Category: IT Service ManagementAdmins can now create ticket fields by referencing relevant data within the service desk. With lookup fields, location, users, departments, and asset values can be referred to in ticket forms. Upgraded APIs - Version 2Category: IT Service ManagementTo empower our users with improved API consistency and enhanced experience, we are deprecating the older version (API V1) by November 30, 2022,  and moving to an upgraded version (API V2).The following features will be impacted due to this deprecation. We recommend replacing API V1  calls with the corresponding API V2 endpoints in the below features. Workflow Automator ( Web Request nodes and “Trigger Webhook” Action nodes) Custom apps Portal Customization  Any custom services or middleware developed using Freshservice APIs Post the deprecation date of November 30, 2022,all API V1 endpoints will not be operational. I.e. all workflows and customizations using API V1 endpoints will stop working. More details here. Upgrading from the Reports Module to the Analytics ModuleCategory: IT Service ManagementTo empower our users with a more robust analytics solution, we are upgrading them from our legacy Reports module to the Analytics module and deprecating the Reports module. This deprecation will affect all the customers using the legacy Reports module, who have already been given access to the Analytics module. More details here.The timelines for the process are: Date Changes Action Required June 2022 The ability to create and edit reports and schedules will be disabled in the legacy Reports module. You will need to leverage the Analytics module to create and edit new reports, schedules, and exports. Migration of old reports to the Analytics module will begin in a phased manner. All schedules that you created in the legacy Reports module will be migrated to the Analytics module in a disabled state.  Users should move to the Analytics module for all their reporting needs as they will not be able to create reports, schedules or exports on the legacy Reports module from June Nov 2022 The legacy Reports module will be deprecated and customers would no longer be able to access it. All schedules migrated from the legacy Reports module will be enabled in the Analytics module. Agents who are authorized to access the reports module would automatically be granted the corresponding permissions for Analytics.  Renaming ‘Department’ & ‘Requester’ Fields in Analytics [For Single Account MSP Customers only]Category: IT Service ManagementTo ensure uniformity in field names across all modules, we are renaming ‘Department’ and ‘Requester’ fields to ‘Company’ and ‘Contact’ respectively in the analytics module in November 2022. This change applies only to our Single-Account MSP mode customers and might have an impact on any third-party integrations/reports built using data exports if the Department / Requester field names are used in those reports. Users must revisit the analytics integrations/apps built using data exports and make necessary changes to the field names. Deprecation of password-based authentication for Google & Microsoft EmailCategory: IT Service ManagementGoogle and Microsoft are going to deprecate the support for password-based authentication due to security protocols. Going forward, they will only support OAuth for their email servers. To prevent any disruption to the ticketing system due to this deprecation and to continue to allow Freshservice to send and receive email through their Gmail/Microsoft accounts, users will need to reauthorize Freshservice to access them using OAuth.More details here.Who is impacted by this change?It applies to customers who have configured helpdesk mailboxes using Google and Microsoft email addresses through password-based authentication. Date Changes Action Required 31st May 2022 Google will no longer support password-based authentication. Mailboxes that continue to use password-based authentication beyond this date cannot send and receive Freshservice mail. Re-authorize the configuration if you see a banner inside your helpdesk, or a ‘Migrate Now’ sign next to the custom email server(s)  30th September 2022 Microsoft will no longer support password-based authentication. Mailboxes that continue to use password-based authentication beyond this date cannot send and receive Freshservice mail.  New error codes for unauthorized API V1 usageCategory: IT Service ManagementWe have moved from the generic 200 response code for unauthorized API V1 actions to causation-based error codes.Previous Code Error Code 200: The user is non authorized to continue with the action Current Code Error Code 401: The user has input the wrong password/API key Error Code 403: The user doesn't have sufficient permission to make that particular API Call  Bug Fixes These were the product defects detected and they’ve now been fixed. Users were unable to attach files while raising tickets via the feedback widget (applies to both pop-up and embedded widget). In the Freshcaller integration widget, during an active call ‘create ticket’ slider disappears. When the schedule is being added the second time to the on call calendar, it throws an error. Execution logs did not work when the orchestration feature was not present. In user management ‘can see all tickets from this department’ or ‘department_ids’ field was being set to false by an API call When a group is created via the MS AD Orch app and a value is entered in the ‘OtherAttributes’ field, it fails to complete the action.

Automated Grouping, which uses Freshservice’s Freddy Machine Learning algorithm to correlate alerts from disparate sources and enriches incidents, is now in Public Beta. To check it out head to the Alert Automation Rules tab within Alert Rules on the Admin page. Note that Automated Grouping requires a minimum number of alerts and resources to kick into action. If you do not qualify as yet, you’ll have to wait for alerts to add up. In case you have a sufficient number of alerts and resources, you’ll need to ‘Enable’ Automated Grouping. Thereafter, you’ll start seeing Freddy-attached alerts in your alert pane. The algorithm is loaded with innate intelligence. However, since each organization has a unique digital setup, you might have to initially help Freddy finetune its skills by manually attaching and detaching alerts. Learn more. Note: This feature is available to all customers on Pro and Enterprise plans.

Important update: We have updated the release timelines of “Android mobile updates” on 18th May 2022. This enhancement will be available on 01st Jun' 22 instead of 29th Apr’22.Note: All the features/enhancements below will be available on Blossom, Starter, Garden, and Growth plans on Apr 18th. For Estate, Pro, Forest, and Enterprise plans will be available on Apr 29th.Product version: 2022.R04L.01New Features and Enhancements Reduce MTTR using Automated Grouping for Alerts Gain Flexibility in Noise Reduction by Grouping Alerts using more Values Integrate Monitoring Tools in just three simple steps Detect and Correct Invalid Phone Numbers with Ease Get Separate Notifications for Urgent and High Priority Incidents  Business Impact for Change Increased Size of the Email Attachment New Metrics - Unresolved Tickets Conditional Fields in Tabular Data Edit Gantt bars in Project List View Manage and Optimize SaaS usage better with User Filters Discover and manage Microsoft 365 licenses  Create Relationships with your Software in your Inventory Create and Manage Warranties at ease Stay on top of Software usage with the Analytics Module Workflow Automator Enhancements Orchestration Center Updates Security updates: Discovery Probe and Discovery Agent Mobile App Updates Other updates Neo Admin Center: Create Custom URL  New Features and Enhancements Reduce MTTR using Automated Grouping for AlertsCategory: IT Operations ManagementUsers can now use ML-driven Automated Grouping – now in Public Beta – to attach related incoming alerts to open incidents. This would make incidents contextually rich, reduce noise, and help resolve incidents faster.More details here Gain Flexibility in Noise Reduction by Grouping Alerts using more ValuesCategory: IT Operations ManagementUsers can now group alerts by Message & Node in addition to the default values of Resource and Metric in any combination through custom integration. More details hereIntegrate Monitoring Tools in just three simple stepsCategory: IT Operations ManagementUsers can now integrate monitoring tools to Freshservice Alert Management in just three steps. The alert profile is being retired and users can view all their integrations on the Alert Integrations page. More details hereDetect and Correct Invalid Phone Numbers with EaseCategory: IT Operations ManagementUsers will now be intimated about missing or incorrectly formatted agent phone numbers as and when they create a shift for On-Call Management. Users can either correct individual phone numbers from within the On-Call Management module, or correct them en masse through a CSV file. More details here Get Separate Notifications for Urgent and High Priority Incidents Category: IT Operations ManagementUsers can now configure the escalation path and notification rules for High and Urgent priority incidents separately in On-Call Management. More details hereBusiness Impact for ChangeCategory: IT Service ManagementThe Change managers and implementers can now proactively associate ‘Impacted Services of a Change’ and automate approvals based on the ‘impact’. This will eventually reduce the number of unplanned outages to business-critical services.More details hereIncreased Size of the Email AttachmentCategory: IT Service ManagementWe have increased the limit of email attachment files from 25MB to 40MB. Users can now share and receive bigger files in their tickets, problem, change, release, and project modules experiencing an enhanced sharing option. New Metrics - Unresolved TicketsCategory: IT Service ManagementIntroducing a new metric called Unresolved Tickets, in the tickets module, to track the total number of unresolved tickets in any defined time period. Users can now analyze unresolved tickets for a period by defining a time period and comparing trends across different time periods (month over month, week over week, etc.) Conditional Fields in Tabular DataCategory: IT Service ManagementUsers can now access service item fields and asset type-specific fields in tabular format when those fields are applied in the metrics filter. Just add the conditional field in filters and click on the View underlying data option to view the conditional fields. Edit Gantt bars in Project List ViewCategory: Project ManagementUsers can now quickly change the start and end dates of a project in the Projects list view page itself. Click and drag either end of the Gantt bar to make edits to the project. The icon will change to a double-headed arrow indicating editing. The change (in days) will be reflected at the end of the Gantt bar once it is released.Note: The start and/or end date  changes will only reflect at the project level and will not impact the dates of tasks/sub-tasks Manage and Optimize SaaS usage better with User FiltersCategory: IT Asset ManagementAn integral part of managing and optimizing your SaaS applications would be understanding app usage on a user level based on varied criteria. With filters for SaaS users, slice and dice through user-level SaaS usage by filtering using User fields and using Ready-to-view filters. More details hereDiscover and manage Microsoft 365 licenses Category: IT Asset ManagementUnderstanding how your licenses are utilized enables you to plan the best optimization efforts to cut SaaS costs. With your Microsoft 365 integration, get visibility into all your licenses and their utilization right within Freshservice. More details hereNote: Auto-discovered license utilization information will be available on the overview tab. All manually created licenses will be available as contracts.   Create Relationships with your Software in your InventoryCategory: IT Asset ManagementUnderstanding dependencies between your hardware and software is important to see the big picture when critical issues arise. You can now create software relationships with all inventory items and track them under the relationship tab for any software. Note: To better search through your software records, use the software statuses (Managed, Discovered, Disabled, In review, Restricted, Ignored). Create and Manage Warranties at easeCategory: IT Asset ManagementWarranties are critical documents required to secure asset costs and an asset’s lifecycle. With the contract management module, create warranties and automate approvals right from Freshservice.Stay on top of Software usage with the Analytics ModuleCategory: IT Asset ManagementGetting a bird’s eye view of your software usage is critical in establishing software governance in enterprises. With software reports in Freshservice analytics, you can now track software used based on varied criteria like status, users, asset, source of creation, and more. Note: This will be rolled out in phases from April 30th.  Workflow Automator EnhancementsCategory: Workflows/AutomationExpression Builder NodeUsers can now perform operations like adding numbers together, replacing a part of a string of text, comparing strings, manipulating date/date-time fields, and much more using the Expression builder node. For eg: Calculate the due date of a ticket based on the employee’s joining date. More info hereExpressions in Condition NodeUsers can now evaluate boolean expressions directly from the condition node allowing them to craft more complex conditions.Date fields in Condition and Actions Both default and custom date fields are now available to use within the condition and action nodes.   ISO Date placeholdersDate fields are now available in ISO format from the placeholder section. Use this format when constructing date-based expressions in the expression builder node and integrating with 3rd party systems via APIs. Sample formats for date and DateTime fields are mentioned below:ISO Date (yyyy-mm-dd) -    ‘2022-01-02’ISO DateTime (yyyy-mm-ddThh:mm:ssZ) -    ‘2022-01-02T12:24:30Z’ Test Improvements for App Actions, Webhooks and Web RequestsTesting web requests, app actions, and webhooks just got easier. Now replace placeholders with sample values to test these actions seamlessly.  Orchestration Center UpdatesCategory: Workflows/AutomationIntegrating Credential Store with Orchestration AppsUsers can now use the credential store for a curated list of Orchestration apps. For instance, you can create Oauth credentials for Dropbox and leverage them in the new Dropbox orchestration app.New apps added to Orchestration center: Dropbox - Perform operations on users, groups, and files or folders, and attach documents to your Freshservice tickets using the Dropbox Orchestration app. More details here.   Orchestration App Enhancements Microsoft Active Directory- Remove users from multiple groups using MS Active directory for Orchestration. More details here  MS Exchange - Perform lookup events based on start_date_time and end_date_time filter. More details here.  Security updates: Discovery Probe and Discovery AgentEnabled the following fixes for the asset discovery tools: Security fix, checksum hash verification on Auto Update Mac agent 4.2.0, Windows agent 2.11.0, Linux agent 3.3.0 Ability to Fetch instance ID for AWS & Azure virtual machines Windows agent 2.11.0, Linux agent 3.3.0 Security fix, added TLS certificate verification Mac agent 4.4.0, Windows agent 2.12.0, Linux agent 3.4.0, Probe 4.11.0  Mobile App UpdatesiOS: Support for Look-up Fields in Ticket module Android: Support for Look-up Fields in Ticket module Support for Change form Business Rules Support for Service item Business Rules Note: These enhancement will be available from 01st June 2022.  Other updatesMac agent 4.3.0 Fixed bugs in fetching software details from MacOS Monterey Added new mac models in our directory to reflect the model names Probe 4.11.0 Fixed bugs in fetching software details from MacOS Monterey Added new mac models in our directory to reflect the model names Fixed discovery agent version issue in the software details   Neo Admin Center: Create Custom URLCategory: PlatformPersonalizing Freshworks URL as per brand requirements Admins can now personalize their login URL as per branding requirements. They can do this from within the Organization module of the Neo Admin Center.Note: They’ll have to create a DNS CName certificate record and process this step from the DNS Zone file while updating the URL in the organization module. More details here

Note: All the features/enhancements below will be available on Blossom, Starter, Garden, and Growth plans on Mar 15th. For Estate, Pro, Forest, and Enterprise plans will be available on Mar 30th.Product version: 2022.R03L.01 Enhancements:Add SPF and DKIM Email Authentication for Custom Email DomainsCategory: Security Improve your IT security by protecting email senders and receivers from spam, phishing, and spoofing using SPF and DKIM email authentication. Freshservice Admins can now set up and control this for their organization's domain names directly from their email settings. This will assist them in improving the deliverability of their emails and also enable them to set up DMARC to further ensure the integrity of any outgoing communications from their domain. Neo Admin Center: Idle Session TimeoutCategory: SecurityEasily configure idle session timeout duration for your users' sessions from the session management section, in the security module of the Neo Admin Center. Once enabled, users will have to reactivate sessions by logging in as per company policies. Go on and enforce both security and compliance, at one go!More details hereNote: This is available since mid-February on all plans with the omnibar. Reporting on Asset to TPCR AssociationCategory: IT Service Management Users can now generate reports on assets with association to tickets, problems, changes, and release modules. This helps in having a drilled-down view on assets based on the properties of tickets, changes, problems, or release modules.Note: This feature will be available to all plans after 15th March. Reporting on Associations amongst Problem-Change-Release ModulesCategory: IT Service Management Making reporting between modules easy and quick.Users can now generate reports on: Problems with association from incidents Changes with associated tickets initiating changes Changes with associated incidents caused Changes with associated problems Releases with associated changes This will help users carry out detailed analysis and deep-dive on problems, changes, and release modules.Note: This feature will be available to all plans after 15th March. Approvals Module in AnalyticsCategory: IT Service Management Enhance the speed of internal processes through insights from the new Approval reporting module under Analytics. Easily track average approval timelines across various service items and change requests. Create customized widgets to study approvals by category, approver, and more!Note: This feature will be rolled out to all customers by the end of March 2022. Disable Automatic Resolution of Incidents Based on Alert ResolutionCategory: IT Operations ManagementAn incident is automatically resolved if all associated alerts get resolved by default. However, users can now change this behavior by disabling the associated toggle on the “Alert Automations Settings” tab under “Alert Rules”. Note: This enhancement will be available to all Pro and Enterprise customers by the end of March 2022.More details here. Enhanced Jobtitle conditions in Requester Groups and WorkflowsCategory: Workflows/Automation      Admins can now craft conditions more efficiently by grouping similar requester job titles together. For instance, create groups containing multiple directors across the company using the ‘contains’ condition. 

Important update: We have updated the release timelines of “Table view for tickets” on 02nd Mar 2022. This enhancement will be available on 03rd Mar' 22 instead of 28th Feb’22.Note: All the features/enhancements below will be available on Blossom, Starter, Garden, and Growth plans on Feb 15th. For Estate, Pro, Forest, and Enterprise plans will be available on Feb 28th. Enhancements:Use Email to Integrate Monitoring Tools with FreshserviceCategory: IT Operations ManagementUsers now have an option to receive events and alerts from monitoring tools in the form of emails in Freshservice. Freshservice will create alerts using those emails and display them on the Alerts page. To use this functionality, users will need: A monitoring tool that can send email alerts Admin rights to configure Alert Profiles Integration of monitoring tools via email adds to the options currently available – namely pre-configured integrations and custom integration via webhooks – and simplifies alert management for users. Note: This feature is available to customers in Pro and Enterprise plans in all data centers. More details here. Notify On-Call Agents using SlackCategory: IT Operations ManagementOn-call agents will soon be able to acknowledge, escalate, and resolve incidents directly from Slack. This enhancement is in addition to the existing channels of communication in the On-Call Management module – namely email, SMS, and phone calls. Note: Notifications on Slack for On-Call Management will be available by the end of February 2022 to Pro and Enterprise customers in all data-centers except India. Disable On-Call Notifications for Medium and/or Low Priority IncidentsCategory: IT Operations ManagementUsers will soon be able to disable on-call notifications and escalations for medium and low-priority incidents using toggles. Available on the accordions for low and medium priority incidents on the Notification Rules tab, the toggles will help users ensure that their on-call team isn’t alerted for incidents that do not require immediate attention.Note: This enhancement will be available by the end of February 2022 to Pro and Enterprise customers in all datacenters except India.Sequential Ticketing in New Employee OnboardingCategory: Enterprise Service Management With sequential ticketing, users can define dependencies between different child tickets of an employee onboarding request and pass information from one to the other. The dependent child tickets become available for action to the respective agents when the ticket they depend upon is resolved or closed.This feature eliminates the need to manually check prerequisites to act upon an assigned ticket and ensures that agents have all the necessary information to resolve their tickets. More details here. Table View for TicketsCategory: IT Service ManagementThe modern user experience with the ticket table view will be available soon. The table view will encompass a robust and polished user interface. Agents can fully perceive information in fewer clicks through a customizable view & consistent visual elements. More details here.Note: This feature will be available to all plans from 3rd March 2022  CSAT ImprovementsCategory:  IT Service Management To improve the customer engagements,we have eliminated the summary section for single-questionnaire CSAT surveys.The summary section will now be visible only for multiple- questionnaire surveys. We have also updated the following cues for multiple questionnaire surveys to enhance transparency. The "Proceed to summary" button instead of "Next" for the last question. "Back" instead of "previous" for the secondary button on the summary page  User Privilege Changes During Sandbox SyncCategory:  IT Service Management To avoid conflicts in user privileges during production account and sandbox sync, any of the following changes made on a production account while a sandbox is enabled will be copied over to the sandbox immediately: The permissions granted to a role The roles granted to an agent Assignment/revocation of the "Department Head"/ "Company Head" privilege to a user  Orchestration Center UpdatesCategory: Workflows/AutomationNew apps added to Orchestration center: Asana - Manage Projects, Workspaces, Teams, Tasks, and Users in Asana via the workflow Automator. More details here. GCP Functions - Invoke operations on GCP functions using the Orchestration app in Workflow Automator. More details here. Orchestration App Enhancements Azure AD -  Perform actions on Administrative units using the Azure Orchestration app. More details here.

Note: All the features/enhancements below will be available on Blossom, Starter, Garden, and Growth plans on Jan 17th. For Estate, Pro, Forest, and Enterprise plans will be available on Jan 31st. Feature:On-Call Management Beta now available in the US, AU, & EU regionsCategory: IT Operations ManagementLimit the disruption caused by critical incidents and restore business operations faster with Freshservice on-call management. In this Beta, streamline incident management with: On-call Schedules: Ensure 24X7 agent availability spanning weekdays, weekends, holidays, and even time-zones   Escalation Paths: Design the order in which agents must be contacted as per the severity of an incident On-Call Rotation: Distribute shift work across all team members responsible for a specific domain to ensure everybody gets to contribute, learn, and is held accountable Notification channels and rules - Use popular channels of communication such as phone, SMS, and email to intimate agents and set conditions for reminding them until the incident is acknowledged On-call calendar: Get a bird’s eye view of the availability of agents and the schedules they are associated with, available in both agent view, and agent group view Who’s on call now? Cut through all the information to find out who’s on call at that moment using a single click Export calendar: Get information on the go by exporting schedules to the device of your choice  More details hereNote: The Beta is available to customers in the US, EU, and AU pods. Customers in the IND pod will be given access shortly. This feature is available to customers on Pro and Enterprise plans.  Enhancements:Integrate Amazon EC2 easily with Freshservice Alert ManagementCategory: IT Operations ManagementAmazon Elastic Compute Cloud is now available as an out-of-the-box integration within Freshservice Alert Management module. Head to the “IT Operations Management” section on the Admin page and select Alert Profile. Next, select ‘Create new integration’ to see the list of pre-configured integrations that includes Amazon EC2. More details here Asset Family List AttributeCategory: IT Service Management We have added a new attribute called Asset Family List. This field will help the users to retrieve all the assets of the specified type as well as its child types. Note: This feature will be available to all plans from 20th Jan. New Metrics in AnalyticsCategory: IT Service Management We have added two new metrics in the tickets module:  received tickets resolved tickets Four new SLA metrics in the tickets module:  Resolution SLA violated tickets First response SLA violated tickets Tickets within first response SLA Tickets within resolution SLA  Using these metrics users can easily analyze the percentage of tickets that violated SLA, for a given time period.Now easily extract and analyze all these metrics instead of deriving these numbers by applying filters.Note: This feature will be available to all plans from 20th Jan. Reporting on Associated AssetCategory: IT Service Management Users can now generate reports on tickets, problems, changes, and releases with association from the assets module. This helps in having a drilled-down view based on the assets and their properties. Percentage Change and Trend for a Set of MetricsCategory: IT Service Management Users can now quickly and easily analyze metric trends over a given time period. For all numeric metrics (with few exceptions), specified for a given time period, users can now see the percentage change in the metrics between the two consecutive time periods (current and past) just below the metric value. Along with the percent change, we are also adding the trend icon with red indicating negative change and green indicating the positive change.More details hereNote:  Percentage change and the trend will be available only for a few metrics.  This feature will be available to all plans from 20th Jan.   Edit Change RequestsCategory: IT Service Management Requesters can now edit and modify the fields in their change requests even after they have submitted a request. This will enable users to incorporate any modifications to change properties throughout change requests’ life span.Description for Reports and WidgetsCategory: IT Service Management Make your reports easily manageable and simple to understand by others by adding descriptions. Users can now add a short description to their reports and widgets. This description will be shown below the widget and reports title on the home page and will also be part of the exported file(s).Note: This feature will be available to all plans from 31st Jan. Quick Filters and Group-bys for WidgetsCategory: IT Service Management Quickly and easily deep-dive into your data using the new interactive filters in widgets. Convert your normal filters and group-by options into interactive options in widgets and easily filter and deep-dive a particular widget while viewing the report. More details hereNote:  Interactive filters are just for viewing purposes. Any change in the report, based on using interactive filters, cannot be saved or downloaded. This feature will be available to all plans from 31st Jan.  Interactive Filters as WidgetsCategory: IT Service Management Enhance and dig deeper into the metrics using interactive filters. Users can now add filters as widgets in the reports. These filter widgets can be applied to all the widgets that are part of the report.More details hereNote:  Any change in the report due to the use of interactive filters as widgets, cannot be saved or downloaded. This feature will be available to all plans from 31st Jan.  Export Option in Change Advisory Board (CAB)Category: IT Service Management Admins can now easily access all the information related to CAB in their email. We are introducing export options in CAB using which logged-in users can get all the information on CAB names, member names as well as date when the member was added, in their email.Support for Content Field in ChangeCategory: IT Service Management The Read-only, rich text field option is available in Change forms that can be used for housing links, help text, section headers, and much more.Export Options for DepartmentsCategory: IT Service Management Introducing the export option which will enable admins to get the CSV export of all departments/companies in the account to their email. Improve User Experience with Form Field SupportCategory: IT Service Management We have enhanced the form experience for requesters on MS Teams and Slack. Servicebot ticket form now supports 20 input fields on MS Teams and Slack.More details hereIntroducing the Ability to Find Users in Self Service Portal Category: IT Service Management Requesters can now search other users by name while adding people in the cc field for the ticket from the self-service portal V2. Admins can limit this functionality to search for only users from the same department as the logged-in user.Note: This feature will be available to all plans from 11th Feb.Cascading Values for Dropdown FieldsCategory: IT Service Management We now support cascading values of dropdown fields (utilizing a data source) in self-service portal V2 with the same field name from parent to child items for bundled service items. Support for Dynamic Sections in Employee OnboardingCategory: Enterprise Service Management With the support of dynamic sections within employee onboarding forms, admins can add dynamic sections and create custom forms where child fields change based on the input to a parent custom dropdown field. This feature empowers the admins to show only the relevant fields to the stakeholder filling the form and collecting the correct information needed for fulfillment. More details here.  Status fields for child tickets in Employee OnboardingCategory: Enterprise Service Management Admins can now choose the status of the child ticket that is created within an employee onboarding parent ticket.  Tag and Asset Association Action in Business RulesCategory: Workflows/AutomationConfigure business rules to mandate/enable/disable/hide/show tags and associated assets for tickets. Sanitize HTML content using sanitize_html Liquid PlaceholderCategory: Workflows/AutomationUse the sanitize_html liquid filter to treat HTML placeholders so that they can be used within the body of an API request without an invalid JSON error being thrown. More details hereOrchestration Center UpdatesCategory: Workflows/AutomationNew apps added to Orchestration center: Freshdesk Contact Center: Manage teams and users in Freshdesk Contact Center using the orchestration app in Workflow Automator. More details here. MS Onedrive: Invoke operations like file, folder, and permission management on Microsoft OneDrive via the Workflow Automator. More details here. Password Generator:  Create stronger passwords automatically in workflows based on the parameters.More details here Orchestration App Enhancements:Google Cloud Storage - Upload attachments with shared drive support in workflows using the Google Cloud Storage Orchestration app. More details here AWS EC2-  Modify Instance Attribute with resizing instance option support in AWS EC2 orchestration app. More details here Gsuite-  Perform mobile device, calendar access control, app-specific management actions in the Gsuite Orchestration app. More details here MS Teams - Added attribute team_id in response of the Create Team action. More details here. Sample Workflows and Service items for Orchestration AppsCategory: Workflows/AutomationGet sample workflows and service items seeded into your instances for reference while installing or updating the below Orchestration apps. Okta Azure AD Slack AWS EC2 MS Teams  MS Active Directory Google Calendar AWS Lambda Zoom  Discover Software Running on Virtual Machines (supported for cloud discovery integrations) Category: IT Asset ManagementInstall Discovery Agents (Windows and Linux) on your virtual machines to discover software running on them for the supported cloud discovery integrations on the marketplace.  Enhanced security for Discovery Probe and Discovery AgentCategory: IT Asset ManagementWe have now enabled checksum Verification during Auto Update for Discovery Probe and Discovery Agent (Windows, Linux, Mac) for enhanced security. The updated versions that will be rolled out are: Discovery Probe : 4.10.0 Windows Agent : 2.11.0 Mac Agent : 4.2.0 Linux Agent : 3.3.0  New asset activities experienceView your asset activities in the new user experience which will capture: Relationship activities: Historic data will be available for this from the date of account creation.  Software installation activities: This data will be captured and displayed going forward.  Note: This will be rolled out in phases from January 31st, 2022. If you started using Freshservice post-September 2020 you will already see this version. You can also view software installation activities going forward.Old version:New version:

Important update: We have updated the release timelines of the “Increase in email attachment size limit” on 4th Jan 2022. This enhancement will be available on 31st Jan' 22 instead of 05th Jan’22.Note: All the features/enhancements below will be available on Blossom, Starter, Garden, and Growth plans on Dec 15th. For Estate, Pro, Forest, and Enterprise plans it will be available on Jan 05th. Enhancements: Set & Remove Options in Business Rules for Change FormsCategory: IT Service ManagementUsers can now set or remove specific value(s) from any dropdown based on conditions using “Set and Remove” options in business rules for change forms. Use the ”Set” option to set a particular field value or values and use the “Remove” option to delete any value(s) from any field dropdown. Whenever a new change is created, the set or remove option will be applied based on the condition. Kanban Board for TicketsCategory: IT Service ManagementKanban board gives a holistic view of workflow based on ticket lifecycle. Rapidly identify, evaluate and prioritize work by visualizing complex tickets set in stages for better collaboration and iteration: Improve visibility across teams through a holistic view of tickets in different stages at a glance Track ticket lifecycle and optimize your workflow by alleviating bottlenecks Set workload limit for different stages to prioritize work View ticket lifecycle stages to facilitate smooth progression  Table view for TicketsCategory: IT Service ManagementThe ticket table view - refresh encapsulates a robust and clutter-free user experience with a modern user interface. Agents can fully perceive information in fewer clicks through a customizable view & consistent visual elements. More details hereImportant Note: Ticket table view-refresh will be rolled out in a phased manner starting from 15th December 2021. Approvals Widget on DashboardCategory: IT Service ManagementUsers can quickly access their pending tickets and change approvals using the newly added “My Pending Approvals” widget on the dashboard. On clicking the widget, all the approvals that need an action will be displayed in a list along with a short description. Users can approve or reject any request immediately, saving a lot of their time and effort.Along with pending approvals in list view, users can also view their historic approvals in a separate tab next to it making it easier for them to access all past approval data. CSAT EnhancementCategory: IT Service ManagementAdmins can now configure whether to display a CSAT survey button or a survey question inside the survey mail to ensure a response from your end customers. The survey button or question will be placed at the end of the mail. Admin can select any one question from the questionnaire and the responses to it will be saved as a survey response. Increase in email attachment size limitCategory: IT Service ManagementWe have increased the limit of email attachment files from 25MB to 40MB. Users can now share and receive bigger files in their tickets, problem, change, release, and project modules thereby experiencing an enhanced sharing option.Note: This enhancement will be available on 31st Jan 2022 Project and Project Tasks association with ITIL entitiesCategory: Project Management Now project members can associate existing tickets, problem, change, and assets with the projects and project tasks in new-gen project management.More details: LinkYou can track these associations inside the project task slider. Gantt EnhancementsCategory: Project Management  Now users can quickly create Tasks this includes custom task types as well, Sub-tasks, and Epics (in case of software projects) right from the Gantt planning. Now users can plan holistically with this new Gantt enhancement. It will provide the ability to view tasks and their subsequent sub-tasks in Gantt on a monthly, weekly, and quarterly basis.  Custom Objects Enhancements for Employee Onboarding and Reader conditions  Category: Enterprise service managementUsers can now use custom objects as the data source while creating single and multi-select dropdowns within employee onboarding forms.  Improvements to SaaS ManagementCategory: IT Asset Management In review status: With “In review” status software users can move discovered applications to an intermediate status after which a decision can be made on whether they will be actively managed in the inventory or not. Identify recognized software: With the automatic matching of newly discovered software with existing entries in the vendor catalog, we enable quick identification of priorly recognized software in your ecosystem. Insights dashboard: The dashboard in your Software module gives a bird’s eye view of your discovered, “In review”, and “Managed” software. We have added two new insights Current spend and Potential spend to enable better cost optimization efforts. Quick contract creation: When contracts have no contract value mapped against them, the “+Add” button enables you to create one right from the software list page. Onboarding experience: We’ve improved the onboarding experience with a simple 4 step process to follow to get a SaaS management process up and running.  Discovery Probe 4.9.0 EnhancementsCategory: IT Asset Management To improve consistency in the device data being fetched from SCCM for new additions and updates, the Discovery Probe will now always fetch device data from SCCM regardless of the last hardware scan time. (LastHWScan) Fixed user sync issues for user details which were fetched as empty.  Workflow Automator EnhancementsCategory: IT Operations ManagementCondition node can now support all condition operators (in addition to is empty / is not empty) for all fields returned by the reader node based on their type. Orchestration - New apps and enhancementsCategory: IT Operations ManagementNew Orchestration Apps Webex Teams: Perform operations on Webex Teams using the orchestration app in Workflow Automator. Learn more Azure Blob Storage: Invoke actions on Azure Storage Containers and Blobs using the Azure Blob Storage app for Orchestration. Learn more Adobe Sign: Perform actions for document management and user management on Adobe Sign. Learn More Orchestration App EnhancementsFollowing actions are now supported for Slack channels: Set Topic Set Purpose  MSP support for Virtual Agent in MS TeamsCategory: Apps / IntegrationsAdmins can now enable the virtual agent for MSP accounts on the enterprise plan to serve multiple accounts within the same company. More details here Search APIs Category: Apps / IntegrationsUsers can now search tickets, assets, etc. through the Search APIs option available for smooth data transactions. Check the API documentation for details.  Access marketplace application gallery fasterCategory: Apps / IntegrationsThe marketplace app gallery is placed as one of the many options available to the admin. As a result, the discoverability of the application gallery is severely limited. We have now brought the application menu to a prominent global location to improve discoverability.The app menu will be available globally across all pages only for admins. An admin can either browse the listed applications or go to the developer portal to build their app. Reporting support for Multiselect dropdownsCategory: PlatformThe analytics module now supports reporting on multi-select dropdowns across Incident, Changes, and Service Request.Note: Reporting support for multi-select lookups is not available.  Setup direct redirection to SSO on Freshworks login pageCategory: PlatformIf you have password-based login and SSO enabled for your organization, you can ensure that your employees are taken to the SSO page directly without landing on an intermediate page that offers both password and SSO login options. You can set this up from Admin > Helpdesk security to set this up for your entire account or Admin > Portals to set this up for specific portals. Enable the Redirect users to SSO by default toggle and pick the SSO method they have to be redirected to.Note: If users need to choose a login method, they can do so from https://accountname.freshservice.com/login/normal.