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Replies posted by Vishal Nema

42 Replies

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Vishal NemaCommunity Manager

Freshservice Release notes of 2021.R08.09

Vishal NemaCommunity Manager

Freshservice Release notes of 2021.R10L.01Release Notes

Hey @phodgkinson got the confirmation from the team that this functionality is released now. If you are still facing the issue, please raise a support ticket.cc @manas.shukla

Vishal NemaCommunity Manager

Freshservice Release notes of 2022.R01L.01Release notes

Hi @Krod if this issue still persists please raise a ticket on support@freshservice.com. Adding screenshots will be super helpful. Thanks

Vishal NemaCommunity Manager

Freshservice Release Notes - March 2022Release Notes

Where can I find the help article for the spf and dkim update? Hi @dominik PFI help article for SPF and DKIM: https://support.freshservice.com/en/support/solutions/articles/50000003933-step-by-step-guide-to-add-spf-and-dkim-email-authentication-in-freshservice/

Vishal NemaCommunity Manager

Freshservice Release Notes - March 2022Release Notes

Thank you for sharing the feedback on having "bug fixes" as part of the monthly release notes. We are working with the devs and PM teams to include this. I will keep you all posted.

Vishal NemaCommunity Manager

Freshservice Release Notes - April 2022Release Notes

Great improvements, but in the Workflow Automator Enhancements section, the link to more information fails. https://support.freshservice.com/en/support/solutions/articles/50000004100-expression-builder-node Can you check it, Thanks. The link is working for us. Please try accessing it here again: https://support.freshservice.com/en/support/solutions/articles/50000004100-expression-builder-node

Vishal NemaCommunity Manager

Freshservice Release Notes - May 2022Release Notes

The link for the “More details“ for API redirects you to https://support.freshservice.com/en/support/solutions and not to https://support.freshservice.com/en/support/solutions/articles/50000004220-introducing-upgraded-apis-for-freshservice?_gl=1*254gdc*_gcl_aw*R0NMLjE2NTE0NzE5MTkuQ2p3S0NBaUFsZnFPQmhBZUVpd0FZaTQzRjM0TWVTZEYyakx5dHFMS3VveFJwQkNCaVhyck85azRadm83eWRvYVZkSnZTMUVFVW1FUEJob0NVTkVRQXZEX0J3RQ..*_ga*MTk1ODg1MTM0MC4xNjQwMjUxMTI2*_ga_5S1FBQDGB1*MTY1MjQ0MDUxNS45NS4xLjE2NTI0NDM5MjAuNDM. Thanks for pointing it out. This is fixed now.

Vishal NemaCommunity Manager

Freshservice Release Notes - May 2022Release Notes

Will these updates be automatically applied or does are administrator need to review then push out an update? Can we update ourselves if we have administrative rights? Lastly, has the update been released and if not when is expected date for that? Thank you, Hey Jimmy, most of the updates will be directly added to your account (timelines depend on the Freshservice subscription plan you are on), as mentioned at the start of the release notes.For some updates, you might need to do a few things on your end. Please reach out to your CSM; they can help here.

subhikshaa.ganeshCommunity Manager

Introducing Flexible Hierarchy in Freshdesk Knowledge base!

Extending this feature to Freshservice anytime soon? @manas.shukla can help here in answering this

Vishal NemaCommunity Manager

Freshservice Release Notes - June 2022release notes

Nice but one small change I’ve been asking for for a long time is the ability to show the list of ticket views in alphabetical order. Now they are just in apparently random order, it would be much better for agents if the list of ticket views were sorted in order. We did added an option to star commonly used views in the ticket list so that the agent doesn't have to search for views. @aseemaishwarya would love to understand the use-case for sorting.

Vishal NemaCommunity Manager

Freshservice Release Notes - June 2022release notes

Thanks for these updates. It is good to see continued development in the maturity of the product. It would be great to be able to sort the ticket list by the column header. Cheers. This is part of our roadmap. We are exploring the pre-requisities for implementing this, post which we should have a clear idea on timelines.cc @aseemaishwarya

Vishal NemaCommunity Manager

Freshservice Release Notes - June 2022release notes

Fantastic enhancements! Keep them coming in. Although it would be amazing to be able to reply to customers on Changes and Problems, the same way you do on tickets. This just makes for a much better user experience for all parties and can save the extra admin. @mpanayides you can try using notes with ‘at mentioning’.

Vishal NemaCommunity Manager

Freshservice Release Notes - May 2022Release Notes

Does anyone know how or if it’s even possible to do a Time Sheet Report with the Analytics module? We can’t run our business without this but I can’t seem to figure it out in the Analytics. yes this PDF Reports are essetial for our business also, please bring the old Time Sheet Report back asap @AwantikaJha

Vishal NemaCommunity Manager

Freshservice Release Notes - June 2022release notes

Hey everyone: Important update: We have updated the release timelines of “Rest APIs for New-Gen Project Management ” on 01st July 2022. This enhancement will be available on 15th Jul' 22 instead of 30th June’22.cc @AwantikaJha

Vishal NemaCommunity Manager

Freshservice Release Notes - July 2022release notes

Now that the reporting module has been deprecated, when will Fresh allow us to send multipage reports? Currently the situation is that the analytics module only allows a single title page and a single page to represent all data - madness. @rahul.prakash@AwantikaJha

Vishal NemaCommunity Manager

Freshservice Release Notes - July 2022release notes

Thank you for responding to all the feedback during the On-Call Management beta season. It is working well and we are working on deploying it to all of our escalation groups this month. 🙂 @Anusha & team 👏👏👏

Vishal NemaCommunity Manager

Freshservice Release Notes - June 2022release notes

Which Software-as-service tool do you use to your Product release notes? I really like it and would like to use something similar at our company; Luke.warner@everflowgroup.co.uk @rashmi.nag 👍 to the platform. Hope you can share the details with Luke here :)

Vishal NemaCommunity Manager

Freshservice Release Notes - July 2022release notes

Any news for the IOS mobile app enhancements for tickets? Thank you. NICE JOB for the timer thing 😉 It will be so useful in our workflows for employee onboarding, offboarding and few more things. Have a nice day everyone @maxlehot1234 it’s in-progress. We will share this on the forum once we have more update.

Vishal NemaCommunity Manager

Freshservice Release Notes - Aug 2022release notes

For tickets, how does the OLA affect the ticket’s SLA? Is the OLA paused if the ticket status is set to a status that pauses the SLA? Is there new statuses that can pause the OLA and in turn pause the SLA? The whole purpose of OLA is to provide insights into the internal gaps. This will enable teams to know which section of the task is creating a bottleneck. Currently, that's the scope of work. It is not pausing but proactively allows admins to understand the internal bottlenecks. cc @sundararajan.srinivasan

Vishal NemaCommunity Manager

Freshservice Release Notes - Aug 2022release notes

Unable to navigate to the On-Call Management link. Its broken :( Hi @zachary.king we have updated the link. Sharing here for your quick ref: https://support.freshservice.com/en/support/solutions/articles/50000003776-how-to-use-freshservice-on-call-management?#:~:text=Get%20one%20or%20more%20agent%20groups%20to%20respond%20to%20a%20ticket

Vishal NemaCommunity Manager

Freshservice Release Notes - Sep 2022Release Notes

Any chance a future update will include checkbox fields for the project fields? @AwantikaJha

Vishal NemaCommunity Manager

Freshservice Release Notes - Oct 2022release notes

Sharing tickets??!?!? I never thought I’d see the day. To confirm this is sharing the ticket such that it shows up in the web portal view correct???? Hi @sean.groomes yes. Check this solution article this has all the second order details, including FAQs: https://support.freshservice.com/en/support/solutions/articles/50000004954-sharing-tickets-and-changes-with-other-requesters

Vishal NemaCommunity Manager

Freshservice Release Notes - Oct 2022release notes

With the MSP mode change of switching Department to Company, are there any plans to be able to make departments under companies while in MSP mode? Because that would be radical. @mithun.mohandas@rahul.prakash

Vishal NemaCommunity Manager

Freshservice Release Notes - Oct 2022release notes

Can you confirm that the option to share tickets with other Requesters definitely applies to both Incidents and Service Requests? Yes, @Dave Longman applies to both. cc @mrudraraju

Vishal NemaCommunity Manager

Freshservice Release Notes - Oct 2022release notes

Our company is currently beta testing the new ticket UI and I’m very surprised you’re aiming to launch this new design with so many bugs still present. We’ve reported nearly 20 issues and only about half of them have been addressed. I’m hoping the option to switch back to the classic ticket UI will remain, because our teams depend on it, thank you. Sharing tickets and the possibility to approve with just a reply are indeed nice additions though, nice to see it. @AwantikaJha@bharath.karunamurthy

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