Freshservice Release Notes - Mar 2024

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

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Freshservice Release Notes - Feb 2024

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

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Freshservice Release Notes - Jan 2024

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

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Freshservice Release Notes - Dec 2023

Note: All the features/enhancements below will be available on Starter and Growth plans on Dec 14th 2023. For Pro and Enterprise plans will be available on Jan 3rd 2024.Product version: 2023.R12L.01New Features and Enhancements Holiday Theme Enablement Create new Freshchat trial accounts from Freshservice A new home for legacy Freddy AI features  SLAs for Changes  List all Groups API Sandbox support for Major Incident Management  Delegation of Onboarding/Offboarding form submission requests Reports on Onboarding and Offboarding Workflow Automator Enhancements Important updates Reminders for upcoming upgrades and deprecations Bug FixesNew Features and Enhancements Holiday Theme EnablementCategory: IT Service ManagementBring the spirit of the festive season into your everyday experiences with our holiday theme. With the holiday season around the corner, users can enhance their daily routines to make them more joyous and magical!To disable this theme, click on your profile and use the toggle to turn off the holiday theme.Note: This will be enabled for all customers from December 14th onwards. Also, this enhancement is optional for all users. Create new Freshchat trial accounts from FreshserviceCategory: IT Service ManagementYou can now create and integrate a new Freshchat trial account within Freshservice.  A new home for legacy Freddy AI features Category: IT Service ManagementAdmins can now enable and disable Similar incident suggestions and Field suggester from under Freddy Copilot in Admin > Freddy AI > Freddy.Note: These features will continue to be free for customers who signed up before November 10th, 2023. For customers who signed up after November 10th, this will be charged as a part of the Copilot add-on starting February 5th, 2024. SLAs for Changes Category: IT Service ManagementUsers can now set up SLAs for changes, enabling stronger governance and effectiveness for change management. To enable SLAs for changes, go to My team > SLA and OLA policies, and activate the toggle under the Changes tab.Note: Enabling SLAs for changes activates the 'Due by' field, business hour policies, and email notifications for changes that breach SLAs. List all Groups APICategory: IT Service ManagementThe list all groups API (/api/v2/groups) will return agent groups from the primary workspace by default. Upon specifying a workspace ID ("/api/v2/groups?workspace_id=[number]"), the agent groups belonging to that workspace are returned. Sandbox support for Major Incident Management Category: IT Operations ManagementEnterprise customers will now be able to design and test their Major Incident Management process in their sandbox accounts. This would include:Enabling the Major Incident ticket type and configuring workflows using the Workflow Automator to specifically handle major incidents Using the Major Incident ticket type to trigger escalations via On-Call Management Uploading and testing email templates for stakeholder communication Trying out Post Incident ReportingThis ability will help organizations fine tune and deploy their major incident management process quickly and with greater confidence, while containing risks from major incidents. Delegation of Onboarding/Offboarding form submission requestsCategory: Freshservice for Business TeamsStakeholders involved in employee onboarding/offboarding workflows will be able to delegate form submissions assigned to them during their absence. This would ensure the timely processing of onboarding/offboarding requests without any delays. More details here. Reports on Onboarding and OffboardingCategory: Freshservice for Business TeamsHR operations leaders will now get actionable insights on onboarding and offboarding operations through curated and custom reports. This helps with the identification of gaps and bottlenecks, further streamlining employee workflows for enhanced efficiency.Read the article below to learn about the report and the impact on onboarding APIs. More details here. Workflow Automator EnhancementsCategory: AutomationAdmins can now use the service desk portal URL placeholder in Freshservice Workflow nodes. This can come in handy to customize notifications by embedding portal link placeholders in automated notifications.  Important updatesUpgrades and DeprecationsReminders for upcoming upgrades and deprecationsFollow-up to our “Notices for new upgrades/migration activities” communication sent in Nov 2023.The following change will be made effective by May 2024. Ensure that you’re prepared for it in your Freshservice account.Incremental Data Exports in FreshserviceTo provide you a faster, scalable solution to download data, or transfer data into your BI platform or custom applications, we are upgrading to Incremental Data Exports from May 1st, 2024.Who will be impacted?If you are currently using data exports from Freshservice Analytics to build reports using external BI tools, or are consuming data exports in your custom applications, you will be impacted by this upgrade.What should you do?If you consume data exports in your BI tools, reconfigure your BI tools to receive incremental exports instead of full exports. If you consume data exports in your custom applications, modify your applications to process incremental exports instead of full exports.If you have questions, reach out to support@freshservice.com.More details here.Discontinuation of Team HuddleThe Team Huddle feature will be discontinued by Apr 1st, 2024, as we will be focussing on our integrations with Microsoft Teams and Slack, where we will continue to further enhance and add new collaboration features.Who will be impacted?If your agents use Team Huddle for collaboration, you will be impacted by this discontinuation.What can you do?Explore and transition to our Slack and MS Teams based collaboration capabilities, or stay tuned for our upcoming “Share Ticket” feature.Reach out to support@freshservice.com if you have any questions about this change.More details here.Discontinuation of the legacy Slack Servicebot App As the new Servicebot supports enhanced capabilities, the legacy version of Slack Servicebot app will be discontinued by May 1, 2024Who will be impacted?If you are currently using legacy Slack Servicebot app for ticket notifications, you will be impacted by this deprecation. What can you do?Please install our new Servicebot from the Freshservice Marketplace. More details here.Discontinuation of Conversational UIAs Freshservice prepares to focus only on the latest version of the support portal and collaboration platforms like Slack and MS Teams., the legacy Conversational UI platform will be discontinued by May 1, 2024.Who will be impacted?If your employees currently use the legacy Conversational UI interface of the support portal for their everyday requests and interactions with Freshservice, you will be impacted by this discontinuation. What can you do?You can choose from any of the following options:  Freshservice No-code portal Virtual Agent Freshchat Integration Use the Freshservice Support portal & make it your own with our intuitive no-code customization capabilities.   No-code Designer Portal   Leverage our Virtual Agent which offers support within collaboration apps like Slack and MS Teams.   Setting up Servicebot for Slack Getting started with Servicebot for MS Teams  Explore our Freshchat widget integration within your Freshservice portal at a small additional cost, and get live chat support.   Freshchat Integration If you have specific use cases that you would want us to help you with, please reach your customer success manager, or write to us at support@freshservice.com.More details here.Discontinuation of Canned Response Suggester & Solution Article SuggesterSince the new Reply Suggester, which is part of our currently available Freddy Copilot offering, is an enhanced version of both the Canned Response Suggester (CRS) and Solution Article Suggester (SAS), and can perform more meaningful actions, these will be discontinued by May 1, 2024.Who will be impacted?If you were using either CRS or SAS, you will be impacted by this discontinuation. What can you do?Try out the Reply Suggester feature in Freddy Copilot. It is currently on public beta and will be available as a paid feature starting Feb 5th, 2024.Note: Users will be able to create and use canned responses and solution articles. Only the ‘suggester’ (that intuitively suggests responses or articles) will be discontinued.If you have further queries, please write to us at support@freshservice.com. More details here.Discontinuation of Ask Freddy in Freshservice AnalyticsThe Ask Freddy functionality in Freshservice Analytics will be discontinued from Jan 2024.Who will be impacted by this discontinuation?If your agents use Ask Freddy to generate widgets by posing a question to Freddy, you will be impacted by this discontinuation. What can you do?Please reach out to support@freshservice.com if you have any questions about this discontinuation.More details here. Bug FixesThese were the product defects detected, and they have now been fixed.If no services were configured to be displayed on the status page, even open incidents published to the status page were not displayed. The {{approval.portal_url}} placeholder in email notifications was not correctly utilizing portal-specific URLs. When collaborating on Major Incidents using email, the search box for users showed only the first 30 users in alphabetical order, even if more users were present. The workspace settings panel opened randomly when any icon on the left navigation pane was clicked. List of users against any admin role showed a maximum of 30 agents instead of the complete list of agents. Dashboard widgets that referred to ticket filters created using custom fields showed the wrong set of data in the ticket list view when drilled down further. In a multi-workspace setup, some users received ‘liquid error’ when they tried submitting a ticket without logging in.

Related products:Freshservice

Freshservice Release Notes - Nov 2023

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

Related products:Freshservice

Freshservice Release Notes - Oct 2023

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

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Freshservice Release Notes - Sep 2023

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

Related products:Freshservice

Freshservice Release Notes - Aug 2023

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

Related products:Freshservice

Freshservice Release Notes - July 2023

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

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Freshservice Release Notes - June 2023

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

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Freshservice Release Notes - May 2023

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.

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Freshservice API v1 Deprecation Reminder

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.

Related products:Freshservice

Freshservice Release Notes - Apr 2023

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.

Related products:Freshservice

Freshservice Release Notes - Mar 2023

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.

Related products:Freshservice

Freshservice Release Notes - Feb 2023

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. 

Related products:Freshservice

Freshservice Release Notes - Jan 2023

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

Related products:Freshservice

Freshservice Release Notes - Dec 2022

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. 

Related products:Freshservice

Freshservice Release Notes - Nov 2022

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.

Related products:Freshservice

Freshservice Release Notes - Oct 2022

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.

Related products:Freshservice

Freshservice Release Notes - Sep 2022

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. 

Related products:Freshservice

Freshservice Release Notes - Aug 2022

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.

Related products:Freshservice