Product Updates

Are you looking for sales capabilities to unify your business processes along with your support operations? We got you!You can now purchase Freshsales as an add-on and use it within the Customer Service Suite without switching between the two products for complete context throughout your customer’s journey.  Read more here

Join us for the Customer Service (CS) Quarterly Roundup webinar to learn how to leverage AI capabilities to enhance your customer service and all about the emerging themes of customer service in 2024. What we’ll be covering in this webinar:Learn about the latest product innovations in customer service Reflect on the biggest customer service trends of 2023 Get a sneak peek into the emerging themes of 2024 Participate in a Q&A session with the customer service product team Jan 31, Wednesday  SAVE YOUR SEAT NOW!

  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.

Upcoming Features and Enhancements Check them out here!  Bug fixesThese were the bugs detected and they’ve now been fixed.Incoming phone call rings only on headphones when the "Ring on speakers and headphones" button is enabled.Cheers! :)

New Features and Enhancements   Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All Below features and enhancements are available to all customers from December 30, 2023.  Slack Integration with FreshchatUnify sales, marketing, and support for a 360° customer view. Automatically sync conversations between Slack and CRM to streamline communication and have contextual discussions.More details here.  New telephony integrationsIntegrate Freshchat with your Five9, Amazon Connect, and Dialpad accounts. Manage all customer conversations, across channels, in one unified inbox.More details here. Enhanced Inbox ViewsAgents can now create custom views based on date fields.More details here. Conversation PropertiesCreate a category and add multiple sub-categories for a conversation. You can create up to three levels of dependent fields for a conversation.More details here. Inbox table viewReview conversations and manage assignment, status, priority, and other properties for conversations.More details here. The enhanced contacts import experienceImport contacts easily with the improved and guided flow. These settings can be accessed from the Contacts page and the Admin page.More details here. Upcoming Features and Enhancements Check them out here!   Bug fixesThese were the bugs detected and they’ve now been fixed. Team Inbox bugsIncorrect alignment of the Save and Cancel buttons on custom views in the team inbox in other languages. Pre-filled canned response content appears in the thread editor while viewing Forwarded Threads. Additional Salesforce contact details are visible on the Apps section. Content misaligned in the Canned Response pop-up window in team inbox.Admin experience bugsConversations were not assigned by IntelliAssign despite the agent being online and having the capacity.API bugsAfter converting a chat to a ticket from Freshdesk API, and updating Agent details, chat widget in Freshdesk accounts did not reflect the updated Agent and status details. The order of fields while creating a ticket from Freshdesk API keeps changing for Agents.Bot builder bugsCloning of bot versions with translations causes errors due to missing values in nodes. Failure to create new flows on existing bots. Pagination issue causes misalignment of the Q&A list. Lengthy user queries truncate the Unanswered section in the Natural Language screen. Bot conditions with numeric values fail due to data type mismatch. Duration drop-down on the Conversation Settings screen displays empty values if the specified duration exceeds the current existing hour limit. Custom properties fail to retain the configured values when the bot is previewed. Inaccurate intent type is captured in Bot Analytics for empty flows. Dropdown options are displayed as buttons in the bot. Failure to fetch functions with single quotes in the bot.Cheers! :)

New Features and Enhancements Bug fixesNew Features and Enhancements  All below features and enhancements are available to all customers from December 30, 2023.  Freshdesk-Zuper integrationThis integration streamlines field service management, making it more efficient and customer-centric. Create jobs for your field workforce right from Freshdesk.More details here. Reporting for custom agent statusAccess reporting for agent status to get insights into how agents spend their time when they’re unavailable to assist new customers.More details here. Bug fixesThese were the bugs detected and they’ve now been fixed. Agent experience bugsUnable to export tickets from ticket list view page. Text editor in discussion threads is distorted while updating the message.  Send and Drop-down buttons on the Thread editor remain enabled after the message is sent. Buttons in Threads editor misaligned after message is sent. Send button status on Threads remains unchanged after API call fails. Unable to send messages on Threads when an agent closes the Thread window. Failure to export multiple account data.Language bugsWhatsApp utilization charges are not accessible in the default English language.Integration bugsDuplicate contacts and accounts are created in Salesforce-Freshdesk integration on ticket creation.Admin experience bugsMismatch of Collaborator seat limit causes incorrect collaborator reactivation. Mismatch of Field Service Management (FSM) seat limit causes incorrect reactivation of FSM agent seat. Agent creation from Customer Support Suite account with deleted contact fails to sync in Freshdesk. Unable to access Average Handle Time (AHT) stopwatch export activities for specific dates. Error while updating ticket fields with values containing extra spaces via API. Emails triggered to deactivated agents on ticket creation. Failure to sort solution articles within a folder.  Line breaks are not retained in Canned Response.Dashboard bugsAgent dashboard displays zero tickets due to an extensive list of groups.Automation bugsEmail property missing when automation rule is used for creating new tickets. Automation rules trigger emails to deactivated agents.Cheers! :)

Upcoming Features and Enhancements  All Below features and enhancements are coming soon to customers.  Sales add-on to the SuiteThis add-on will enable your sales and support users/agents to have a single solution with a unified end-customer context. Enhanced Admin settingsRevitalize your workflows with our new and improved Admin settings, offering an intuitive and streamlined experience for effortless management. Unified top nav experienceProfile management and notifications will have a common experience for ticketing and chat in Freshworks Customer Service Suite. Cheers! :)

Experience a new level of collaboration – agents can now seamlessly work with cross-functional teams in Slack without ever leaving the Freshchat instance. With this integration you can:Manage customer interactions and internal collaboration in one place, eliminating tool-switching. Automatically sync conversations between Slack and Freshworks for streamlined communication Stay informed with timely updates and receive immediate alerts in your Slack channel for real-time collaboration. Amplify support team productivity by collaborating within Slack.Seamless collaboration has never been easier!  Operational benefits:As an admin, here’s how you can empower your agents with this integration:Effortless Collaboration: Empower your agents to effortlessly gather context from cross-functional teams, resolving customer issues faster. No need to switch tabs – collaboration happens seamlessly within Freshchat. Improved Productivity: Break down silos and unite distributed teams with effortless collaboration. Enhance productivity and keep your team on top of customer issues. Faster Customer Responses: Seamless collaboration provides your agents with the tools they need to access information faster, streamlining the process of responding promptly to customer queries. Important links:Check out the solution article to learn more! 

New Features and Enhancements Spark UI for custom modulesCustom module list views have been upgraded, aligning them with the intuitive interfaces of other modules. With this update, users can access Kanban views, an improved slider, and extended support for custom apps. Learn moreAdvanced rules for auto-assigning recordsWith advanced conditions in auto-assignment rules, users can group rules together with AND or OR conditions. The CRM will check for multiple conditions before assigning the records to the assigned users. Learn moreUpdated scopes for rolesThe default scopes are updated for the different CRM users and are available in the Enterprise plan. With this update, admins can specify granular access for every action at the module level in the CRM.Learn more Bug Fixes  Customers reported an issue with tags not displaying in the deal card in the pipeline view and were shown as [object object] instead. This has been fixed. Customers reported issues with importing data. The import page stayed blank without proceeding to the next steps. This has been fixed. Customers reported issues accessing the deals module when the product module was enabled. This has been fixed. The summary page displayed blank when navigating to contacts from the list view. This has been fixed. Customers reported that the image in a document did not load for non-admin users, and the page kept loading. This has been fixed. Customers reported issues with email sorting in recent conversations. This has been fixed.  Files were not being captured when submitted through Classic Webforms. This has been fixed.  Customers reported that the bulk email subject line was empty in the bulk email metrics. This has been fixed.  Customers reported issues with workflow not executing for specific contacts despite the conditions being met. This has been fixed. Customers reported issues with the updated_at field not changing despite a field being updated. This has been fixed.  Customers reported issues with minimizing the Freshcaller widget when using global search. This has been fixed.

Supercharge your support and service operations with Freshdesk and Zuper integration.Assign technicians based on their skills, location, and availability, and efficiently schedule jobs. Keep tabs on your field technicians with real-time status updates and without having to switch platforms. Add assets and parts required for the jobs directly from the Zuper widget, which you can access within the Freshdesk ticket screen.Convert Freshdesk tickets to actionable field service jobs right from the ticket screen. Elevate your operations, improve efficiency, and delight customers with this integration.  Operational benefits:As an admin, here’s how you can empower your field agents with this integration: Boost Agent Productivity - Provide quick job status access, empowering agents to act swiftly. Convert Freshdesk tickets to actionable field service jobs right from the ticket screen. Field technicians can also access and manage their jobs via the Zuper mobile app. They can confirm job statuses, provide ETAs, and access navigation maps for guidance. Foster Collaboration - Facilitate easy technician interaction, promoting teamwork and issue resolution. Field technicians can add notes or images, which sync with Zuper and Freshdesk. Notes from the ticket screen are also pushed back to the field technicians, enabling seamless collaboration among all stakeholders. Enhance Customer Satisfaction - Collect valuable customer feedback, capture digital signatures, and attach job-specific documents, all while maintaining a detailed job history. Seamlessly blend remote support with field service for a superior customer experience. Important links:Check out the solution article to understand more! 

Previously, Admins had to delete agents leaving the company. When an agent is deleted, the email address is converted into a contact, and all their tickets automatically become agent unassigned. All reporting will be cleared with no track of the agent’s productivity. Going forward, with the ‘Deactivate’ agent option, Admins will be able to deactivate an agent, thus freeing up an agent seat, while gracefully retaining their contributions.  Click here to learn more

New Features and Enhancements New email domainsFor all incoming and outgoing emails, the 'myfreshworks.com' domain will be changed based on the user's region. This is being done to improve email deliverability and maintain domain reputation. The traffic will be split into 4 domains based on regions to reduce the stress on a single domain. Learn more File Name edit from mobileMobile users can now change the file name when they upload a file from the mobile app. Bug Fixes  Users of Classic Freshsales accounts reported issues accessing the analytics feature from the LNB. This has been fixed. Customers reported that the bulk delete action was queued for a long time, and the contacts were not getting deleted. This has been fixed. Customers reported issues with adding tags while importing contacts. This has been fixed. Customers reported receiving an error message “Invalid URL” while trying to access the record from the in-app notification when they were added as a team member. This has been fixed. Contact Territory Placeholder was not replacing the field values of the record when an email was sent via workflow. This has been fixed.  Meetings were not visible when clicked on due to formatting issues with the time zone. This has been fixed.  Some customers reported a delay of 30 minutes to 24 hours in receiving notifications. This has been fixed. Some customers reported issues with updating their contact profile picture. This has been fixed.  Customers reported issues updating sales accounts even when required fields were provided in import CSV. Also, an error “Invalid Record” was shown when importing records. Both problems have been fixed. Customers reported issues with full data export, which failed due to the huge volume of data. This has been fixed. Meeting notifications were sent to the customer even if the account was canceled. This has been fixed. Customers reported issues in user addition despite having user licenses. This has been fixed.  Some customers reported they were unable to access multiple roles in admin settings. This has been fixed. Customers reported issues with links of sales emails being redirected to the old domain even though the domain was verified in the CRM. This has been fixed.  Appointments were not updated with attendee values when two connected users shared calendars. This has been fixed. Customers reported tasks being duplicated on the activities dashboard. This has been fixed. A customer reported that bulk email triggered email events multiple times to recipients. This has been fixed. The bar chart in classic reports displayed incorrect data for call duration sum and average. This has been fixed. A customer reported issues with viewing email content in the newly migrated account. This has been fixed.  Customers reported issues with customizing columns in the list view. This has been fixed.  A customer reported that when marked as a hidden field in a custom group, the custom checkbox field was not hidden in the quick add forms. This has been fixed.  Form choices were not translated into other languages. This has been fixed.

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.

New Features and Enhancements: Conversion goals:Conversion goals allow marketers to measure specific outcomes they want to achieve, such as orders placed, website visits, or customer sign-ups from their campaigns. Using this feature, marketers and store owners can easily identify the best-performing campaigns and channels, understand what's working/what's not, and make data-driven decisions to optimize their campaigns.Learn more Enhancements to SMS campaignsIn the new enhancements to SMS campaigns, we've implemented the Compliance tab within the SMS campaigns. Using this, marketers can add compliance information easily while creating campaigns to adhere to the SMS marketing regulations specific to the United States and Canada.Learn more Bug fixes: Email campaigns: Some users reported that the Preview link for the Scheduled campaign is taking them to the “Edit template” iframe. This issue has been fixed. Freddy AI for marketing: A few users faced issues as the campaign preview/design page was not loading properly while creating campaigns using Freddy AI. This issue has been resolved.   

 New Features and Enhancements Freddy AI for marketing [Public Beta]With Freddy AI, your personal marketing assistant, you can create and launch campaigns in just minutes, instead of hours through an intuitive conversation-based interface. Freddy identifies relevant customer segments, crafts compelling copy, provides personalized product recommendations, determines the ideal campaign timing, and automatically launches campaigns at the perfect moment for each recipient.  Learn More Price drop notificationsAllow customers to sign up and get notified when there’s a price drop for their favorite products. Send automated price drop alerts across multiple channels to guide them back to your online store, and encourage them to make purchases.Learn MoreBug fixes: Journeys: Some users reported that, they are unable to stop the scheduled journey This bug has been fixed Email campaigns: A few users found issues in searching segments and lists in other languages. This has been resolved Social media campaigns: For some users, although the social media account is connected successfully, the account is being shown as disconnected. This has been fixed.  

With these latest enhancements to call queues, you can:configure the number of agents to whom the incoming call should ring. define how long a call can ring in the call queue settings.Optimize call allocation by configuring how and when the incoming calls should ring to agents. With this update, you can help free up agents who would otherwise receive the same call.  What are the enhancements? Incoming call allocation improvements:You can configure incoming call settings such that they ring to all agents simultaneously or they ring to the most-idle agent first. You can also configure the number of agents to which the incoming call should ring. This way, the call will ring to agents in batches instead of ringing to all agents simultaneously. This will help free up agents who would otherwise receive the same call.  Call queue settings improvements:You can now define how long a call can ring in the call queue settings and the maximum number of agents a call should ring to. This will help you improve the call allocation and the chances of an incoming call getting attended.   Important links:Check out the solution article to understand more! 

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All below features and enhancements are available to all customers from November 30, 2023.  Wait and Call Queue enhancementsExperience better call allocation with enhancements to the call allocation strategy for wait queues. You can also set upper limits on the number of agents to whom a call will ring.More details here.  Upcoming Features and Enhancements Check them out here!  Bug fixesThe following bugs are fixed: Calls are mapped to incorrect contacts, when accounts with the same name and different phone numbers are present. Widget gets stuck on agent callback. Error message ‘Unable to answer’ appears when a callback is answered Credit auto-recharge does not work on subscription renewal

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All Below features and enhancements are available to all customers from November 30, 2023.  Proactive ConversationsAgents can proactively contact customers to address potential issues, make personalized recommendations, and offer a personalized experience to customers.More details here. Bot template for KlevuEnable your customers to seamlessly browse your product inventory from any channel using bots built with this template.More details here. Email enhancements for FreshchatCreate new conversations in your customers’ names when forwarding their email to the support email. Offer a better agent experience with email inbox layout enhancements.More details here. Channels interface enhancements for EmailsConfigure settings for each new support email ID from within the Channels page without having to navigate to the Topics page.More details here. Login improvements on the mobile appAgents can now log into the mobile app using their configured account URL. This includes all custom URLs and URLs that end with .freshworks, .myfreshworks, and .freshchat . Upcoming Features and Enhancements Check them out here!   Bug fixesThe following bugs are fixed: Team Inbox bugsNot enough space for text in Team inbox Search bar  Chats don’t move from Assigned to me view in Team inbox until browser refresh  Link is broken in Team inbox, when FAQ link is added from Email editor toolbar  Ability to scroll when there is only one conversation in the inbox  Agent is unable to view custom view in team inbox although agent has permissions Content heavy email conversations change alter editor alignment  Analytics bugsChat performance widget includes data from all groups instead of selected group Underlying data in Analytics displays incorrect timestamp for user initiated message  Underlying data in Analytics displays incorrect data for CSAT surveys Dashboard shows Phone data when Freshcaller add-on is disabled  Customer satisfaction widget name varies in Chat and Ticket dashboards  Agents were able to enter preexisitng email addresses without facing any errors or blocks while adding multiple email addresses  Admin experience bugsAgents are able to access Admin created rule sets in Skills module.  Desktop notifications are not always audible Automation to resolve phone conversations is not working  CSAT bugsCSAT survey sent for conditions not set in automation rules  CSAT feedback is not reflected in inbox  API bugsAuthorization tokens are sent in the API calls during Freshchat login Custom field names in multipart API payload type fail to update due to character limitations Bot builder bugsIncorrect template is chosen by bot during channel switch  Bots were triggered while agents where interacting with customers  The bot fallback message would get triggered if the customer uses a “shift+enter” to break their messages into multiple paragraphs  Carousel set up for bot flows scrolls to first input when clicked  Incorrect article redirection by bot with article as response type  in conversations inbox  The bot builder screen is unresponsive when tabs are switched Few pages or screens in the bot builder fail to load with an increased number of intents. Partial display of chat widget in bot preview mode  Bot conversations remain unresolved despite updating the resolution status  Bot fails to respond in conversation widget due to unmapped flows in Feedback configuration Disabled intents trigger incorrect flows Chat icon disables on iPhone 13 (iOS 16) when text is entered Issues with scrolling the bot while configuring actions Backslash character added in the bot dialog is not visible in the translated text Bot variables fail to update in the user properties section Unable to open uploaded files and images in the bot due to token expiry issue Unable to use an existing bot template to create new bot flows Bot versions display inactive and outdated versions  Bot flow creation fails within the Manage language section in bot flow configuration   Chat widget fails to show quick action buttons in the published bots The Q&A module in bots incorrectly triggers the feedback flow and causes unintended customer feedback File download fails for multilingual bots  Switching between live and template bots triggers incorrect API Calls

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All below features and enhancements are available to all customers from November 30, 2023.  Enhancements in ThreadsSwitch to a secondary display mode that will expand the entire threads panel, thus increasing the content readability and better reply formation.More details here. Upcoming Features and Enhancements All Below features and enhancements are coming soon to customers.  Freddy AI enhancement - Suggesting solution articlesFreddy will suggest relevant solution articles (public or private) to an agent, giving them helpful details about the ticket they are handling. Freddy AI enhancement - Ask KBAssist agents by helping them find, access, and consume solution articles more efficiently without manually searching for the right article while customers wait for a response. Freddy AI enhancement - Enhanced email bot This is a new and improved version of the existing Freshdesk email bot, which responds to repetitive, low-touch email queries with the most relevant solution articles. Freddy AI enhancement - Analytics-based insightsAdmins can generate insights for the metrics in any report along with the report's attributes, entities, and filters using Freddy AI. The enhanced contacts import experienceImport contacts easily with the improved and guided flow. These settings can be accessed from the Contacts page and the Admin page. This will be available on Freshdesk, Freshchat, and the Freshworks Customer Service Suite.  Bug fixes The following bugs are fixed: Reply editor bugsText overlap issue in Email Address drop-down if the font size is increased Short-cut keys do not function as expected in ticket replies  Error notification incorrectly displayed for successfully forwarded threads Agent experience bugsContact mapping fails during bulk import of companies  Failure to update contact and company fields in Freshdesk Missing Email message IDs in tickets create new tickets instead of replies  Agents unable to access time log entries in the Harvest app on Freshdesk Default product is assigned in the secondary portal for tickets Unable to edit ticket properties with custom collaborator role Language bugsLanguage change in Freshdesk does not reflect in Omnibar  Incorrect font alignment in canned responses for “Right-to-left” languages Admin experience bugsAgent removal triggers errors while updating SLA policies Agent limit mismatch in Freshdesk account due to mismatch in agent subscriptions Ticket export fails due to special characters in ticket fields Dashboard bugsAgent activity dashboard in Freshdesk fails to display reactivated agents  Incorrect alignment of Ticket Performance widget in Omnichannel Automation bugsDeactivated agent names show in Automation Rules Automation rules using webhook rewrite other actions configured in the rule Knowledge base bugsUnresponsive Table of Contents links in translated solution articles Canned response bugsDeleted canned forms cause name conflict on subsequent canned form creation Canned response export fails due to non-validation of data in the CSV files Canned response placeholders did not display in proactive outreach messages Customer experience bugsSignup fails in Freshdesk due to missing email configuration in product’s linked support portal Captcha verification fails in the Freshdesk support portal  Customers are unable to change the password in the customer portal due to SSO restrictions  Freshdesk account cancelation triggers duplicate account entry error CSAT survey link fails to redirect to the support portal  Help and support icon is missing in the Customer Service Suite accounts 

The auto-assignment feature now goes beyond the subject and delves into the email body for a more comprehensive assignment. Admins can set up routing rules based on keywords or phrases in the email body.For example, suppose a customer writes about refunds or returns in their email. In that case, the admin can use the upgraded auto-assignment feature to route the incoming conversation to the agent or group who are best at handling such questions for a swift response.Learn more here.

Bug fixesThe following bugs are fixed:Email SMTP issue   NPS response not calculated  

The following bugs are fixed:Twilio endpoint returns 500 errors due to an invalid path and missing Headers. Callback and parallel call transfers did not connect. Concurrent call statuses are displayed in the wrong order in the Live Dashboard. On Omnichannel, auto-answer call notifications are not received if the user is on a different tab or window. Error displayed during Call Queue configuration. Auto-answer notifications are hidden within multiple notifications. Inconsistent behavior of auto answer feature in non-focussed tabs when the agent is logged in with multiple profiles. The auto-answer timer is unresponsive when the user clicks on "Ignore" for non auto-answer call. Auto collection and MRR details were sent to the Freshchat widget. Duplicate Message name Issue in Freshcaller. Occasional Agent status changes to Offline during the call. Null language values in voice messages affect the call flows. Call barging is possible even after a call is ended. Resume parallel call operation is delayed. Incorrect recording of lifecycle events for routing automation. Incoming calls are not prioritized when agents have more than two active calls. Offline auto-recharge configuration resets and the feature is removed from the account. Incorrect in-product support article link.  

 New Features and Enhancements Freddy AI for sales public beta is LIVECustomers can now enable the following Gen AI features from the Admin Settings:Generate subject line and email copy Rephrase, expand, and enhance the tone of the existing copyAvailable for Pro and Enterprise plansLearn moreRedesigned email compose windowThe email compose window has been redesigned and simplified to make it more user-friendly. Changes include:Redefined toolbar UI  Add and remove tasks from the email compose window Signature enhancements Link email to contacts and deals Improved file tags and email scheduler to help users pick dates and times with easeLearn moreRevamped UI for Import ContactsCustomers can now experience a smoother, more intuitive contact import process with CSV files.Freshsales will automatically map each column to the corresponding field Simplified import options with a clear progress barLearn more Bug FixesA customer reported issues with Global Search showing duplicate results. This has been fixed. Customers reported issues with importing products in the CRM. This has been fixed. Customers reported an issue updating the deal rotting time period in the pipeline settings where the “Save” button was disabled. This has been fixed.  Customers reported issues with editing contact Lifecycle stages in the sandbox instance. This has been fixed. Customers reported issues with data shown in UTC time zone for the field “Updated_on” in the field edit history section. This has been fixed.  Customers reported issues fetching custom module data via API where duplicates are being shown. This has been fixed.  Customers reported highlight card arrows not pointing in the correct direction in RTL view. This has been fixed.  The checkbox field within the web form did not show the checked icon when checked. This has been fixed. Customers reported that the notes count is not displayed for certain contacts. This has been fixed.  Field Dependency is not removed when the choice of the dependent field is removed. This has been fixed. The task assignment notification was sent to the previous owner even after re-assignment. This has been fixed. Customers reported issues with sending bulk SMS where some contacts were skipped. This has been fixed. Compose modal was not visible during resizing the browser. This has been fixed. A customer reported an issue with the classic report where filters applied on "Import Label" returned no results in the filtered section in custom reports. This has been fixed. Customers reported that deleting a task type triggered a workflow automation set to trigger based on the field “Updated_by”. This has been fixed. A customer reported that they could not view the notes count in the Kanban view card. This has been fixed. Whenever a contact was deleted, the associated task was not deleted from analytics. This has been fixed.

Introducing our new Preview Configuration feature for bot builders! You can now test your newest bots thoroughly before deploying them to customers.   Simulate conversations with customers, test out bot variables, user properties, and conversations properties directly from the bot builder. Speed up your bot publishing with preview configuration across channels for default and custom properties. Try it out today and let us know what you think! Learn more

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.