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Freshservice Release Notes June '15

Feature releases for the month of June 2015

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Freshservice Release Notes and Updates- September '15

Here are the feature releases and updates for the month of September 2015

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Freshservice Release Notes July '15

Feature releases for the month of July 2015

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Freshservice Release Notes August '15

Feature releases for the month of August 2015

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Freshservice Release Notes March '15

Feature releases for the month of March 2015

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Freshservice Release Notes May '15

Feature releases for the month of May 2015

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Freshservice Release Notes October '15

Feature releases and updates for the month of October 2015

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Freshservice Release Notes December '15

Feature releases and updates for the month of December 2015

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Freshservice Release Notes April '15

Feature releases for the month of April 2015

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Freshservice Release Notes November '15

Feature releases and updates for the month of November 2015

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Freshservice Release Notes April '16

Feature releases and updates for the month of March 2016

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Freshservice Release Notes March '16

Feature releases and updates for the month of March 2016

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Freshservice Release Notes February '16

Feature releases and updates for the month of February 2016

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Freshservice Release Notes January '16

Feature releases and updates for the month of January 2016

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18 Apr 2017 - Dynamic Form Sections and SAML SSO enhancements

Dynamic Sections in Ticket Forms If the ‘New Incident’ form contains a drop-down, you can customize it to display certain additional fields based on the value the requester selects from the drop-down. IT teams (and other support teams like HR, Finance etc.) can collect just the necessary details without overwhelming requesters with numerous fields. For instance, a drop-down can be added for ‘Issue type’ to determine which department needs to address the issue – IT, HR, or Finance. If the requester is reporting a technical issue, new fields to capture the affected device’s IP address and workstation number etc. show up the moment they specify the ‘Issue type’ as IT. Likewise, tickets meant for the Finance team can capture details like the employee ID and date of joining etc. Refer to this solution article for more information about dynamic sections. Support for SHA256 certificate fingerprint in SAML SSO Freshservice now supports SHA256 certificates while th

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17th October 2017 – Keeping internal conversation private and more...

Enhancements 1) “Private note notification reply” behavior changes: - Replies by agents to private note notifications were earlier getting added as public notes in the ticket details page. This could expose private conversation between two agents to the requester. With the new fix, these replies will be added as private notes to tickets. - Another behavior change is that a reply to a forward email notification by an agent or by any other third party (except for the ticket requester) will be added as a private note. This addresses the need for keeping the conversation between an agent inside Freshservice and an external partner private. Reply to forward email notification by ticket requester will still be added as a public note. 2) Discovery Agent v3.0 - New version of Discovery Agent for Windows (v3.0) with support for TLS1.1 and 1.2 3) Asset Tag for all Asset Types - Asset managers can now maintain asset tags (for scanning QR/Barcode labels) f

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10th March 2017 – Multilingual Email Notifications and more...

Multilingual Email Notifications The new update lets IT teams (and other support teams like HR, legal etc) send email notifications to end users and support agents in their preferred language. If your organization has offices in multiple geo-locations, you can provide each employee with a personalized experience with every notification email. This works based on the language specified for the agent or user in Freshservice. You can choose from over 25 languages and once you’ve translated a notification, you can even mark it as ‘outdated’ when you make changes to the original notification (as a reminder to get back to it later). Currently, this option is available only for auto-generated email notifications. Refer to this solution article to find out how you can set multilingual email notifications. New 'Requester' Field for Service Catalog Items We have made some improvements to the Service Request form for both Requesters and Agents. When an agen

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9th January 2017 – Better agent delete flow, portal-level SSO and more...

Improvements to the Agent Delete Flow What it does: While deleting an agent, admins will be able to see the count of tickets, problems, changes and releases assigned to the agent being deleted. Additionally, they will be able to assign any of the unresolved tickets, changes etc. to other active agents. What it means: Reduced chances of tickets remaining unassigned (and unresolved) after the associated agent is deleted. Approvals Logs in Change Print What it does: Approval Logs will now be included when a change is printed. What it means: Approval information will now be present while printing a change to support audit related use cases. Portal-level SSO (for MSP Mode) What it does: MSP accounts with multiple portals can have different security settings (SSO and SSL) for each of the portals in the help desk. What it means: You can control how your requestors and agents login to your helpdesk from their respective portals. For example, if you support t

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1st January 2017 – Default Categories

Default Categories What it does: A new ‘Category’ field will be added to forms for tickets, problems, changes and releases (This will need to be done manually for existing accounts from Admin> Field Templates) What it means: More nuanced SLA policies. Up until now, you could create SLAs for tickets based on the department, group, source or type of the ticket. With category specific SLAs, you can now give ‘network’ issues (which generally affect larger groups) precedence over ‘software’ issues (which typically affect individual users), for instance. Refer to this solution article for more details on creating SLA policies.

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17th March 2017 – Spanish translation improved and some bugs squished

Improvement in Spanish translation Previously, when you updated your language to Spanish (from Profile Settings), options on the Admin console, help text etc. got translated. However, the translation was inaccurate at a few places. We took notice and corrected them. Bug fixes Fixed a bug that caused task reminder notifications to not be triggered for group agents if an agent was not assigned to the task. Fixed a bug that caused display issues with "At A Glance" ticket reports when display resolution was changed or the window was resized. Fixed a bug that caused the CNAME to be ignored in the ticket URL in recent tickets tab. Fixed the page loading issue in the customer satisfaction report. Fixed mobile app login issues when the helpdesk URL was entered in uppercase. Fixed a bug that caused the SCCM Discovery probe to update the domain incorrectly. Fixed an issue with converting some discovered software into assets. Other security updates and performance tweaks.

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23 Dec 2016 - Asset Filters and Views

Asset Filters and Views The Assets module shows all the assets in your helpdesk as a list. With these new enhancements, you can filter down this list on the basis of various asset properties and save custom filters you might frequently use as 'views'. Refer to this solution article for more information.

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18th May 2017 – Bulk Edits for Assets, Enhancements for the Mobile App and more...

Update Multiple Assets in Bulk Asset managers often need to update properties of a group of assets. Updating these assets one at a time can be tiresome, especially if there are more than a handful of them to update. The option to bulk update assets will help solve this problem for the most part. With this feature, asset managers can now filter the list of assets that need to be updated and then select upto 50 assets at a time and update various properties of these assets. For instance, updating the department, location and managed-by user of discovered assets will now be a breeze. On top of that, properties that are relevant to specific asset types such as warranty, product and vendor in the case of hardware devices can easily be updated in bulk with the launch of this feature. Here’s a quick overview of the feature:   Refer to this solution article for more information about bulk editing assets. Behavior Updates in Assets Date and Time fields i

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4th Apr 2017 – Enhancements to the Asset edit form

The asset edit form has been enhanced to retain field values when the asset type is changed.  If there are two asset types, say laptop and desktop, that have common fields, values in these common fields will not be lost when changing the asset type from laptop to desktop.

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31st January 2017 – Easier to download, manage and get insights from the Discovery Agent

Multiple Improvements to the Discovery Agent What it does: A new section for the Discovery Agent has been added to Admin> Discovery in Freshservice. It will let you download the Agent for Windows, Mac and Linux machines directly from Freshservice (instead of having to download the Discovery Probe first). Besides, you'll be able to view a list of deployed agents in Freshservice and monitor the last synced time for each of them. There is a new filter to view the inactive Agents (Agents that haven’t updated Freshservice for more than 2 weeks), so you can check on the assets if required. You can also select and remove Agents from specific machines directly from Freshservice. What it means: Besides making it much easier to download and install the Agent, the enhancement helps you better track your assets. The option to monitor inactive agents lets you know if a machine/user needs immediate attention.

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15 Dec 2016 - Office 365 Calendar Integration and Custom Ticket Reports

Here are some of the significant feature enhancements that were shipped recently: 1. Office 365 Calendar Integration   This integration syncs Freshservice events (Tasks & Changes) with other events (team meetings etc.) in your Office 365 Calendar. You'll be able to: 1. View mutually convenient times and schedule meetings with requesters without leaving the ticket. 2. Start or join a scheduled online meeting from within a ticket. 3. Stay on top of Freshservice events with calendar reminders from Office 365. Refer to this solution article for more information. 2. Custom Reports for tickets Custom reports have been available for Changes and Assets for some time. The capability has been extended to tickets. You can now get even deeper insights into your service desk operations. Refer to this solution article for more information.

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