Topics started by karthik.pasupathy_old
Onboarding new employees involve collaboration among several internal stakeholders such as the HR, the reporting managers, and the IT team. The Employee Onboarding feature in Freshservice will help you streamline the employee onboarding process. The module collects relevant information from the HR executive, the reporting manager, and the employee and hands them over to the concerned IT and facilities team. Join our FREE webinar to learn how to onboard new hires with Employee Onboarding feature in FreshserviceDate: June 20, 2019Time: 10 am PT/ 1 pm ETTo register for the webinar, click here. In this webinar, you'll get answers to the following questions, What is Employee Onboarding?How will Freshservice be of help?How to configure the employee onboarding module?How does one keep track of the information sent by the reporting manager and the employee?
Enhancements: 1) Introducing live updates on the Ticket detail view page for agents when the ticket is updated. The following are the events captured as an update: Conversations (Private Notes, Public Notes & Customer Replies) Properties Updated Task Updates Approval Updates Associations Updated Child Ticket Updates 2) Introducing the ability to select multiple values for nested fields (in filter conditions) in custom reports Bug Fixes: Fixed an issue where logging in from a non-whitelisted IP resulted in a 500 Error Fixed an alignment issue in Admin -> Discovery -> Probe where the probe installations were not displayed properly. Fixed issues in the table layout in Admin -> Financial Management
Bug Fixes: Fixed an issue in the Discovery Probe that resulted in child domains/some OUs not getting listed Fixed an issue in the Discovery Probe that caused an "Operational Error" when attempting to scan a domain Fixed an issue in the Product Catalog where adding new asset failed when a vendor is selected from the list Fixed an issue that disabled Yammer login if Google login is disabled
Bug Fixes: Fixed an issue where replying to a private note notification in some versions of Microsoft Outlook resulted in creation of a public note in the ticket Fixed an issue where forwarding notification for agent from some versions of Microsoft Outlook resulted in creation of a public note in the ticket Fixed an issue where pushing announcement to Yammer failed Fixed an issue in Project Management where the task dependencies tab is not loaded when updates made on the predecessor - successor date range overlaps
Enhancements: Introducing additional Data, Events and Interface APIs for the Ticket details page in the Marketplace SDK. All the available APIs can be found here. Bug Fixes: Fixed an issue in Ticket Details page where the text and logo in the Add Time pop-up was not rendered properly Fixed minor UI issues in the edit pages of all Integrations Fixed an issue in the App gallery where the Apps were displayed too close to the margin Fixed an issue in the Ticket List page where the fields were not listed in the correct order Fixed an issue where the Supervisor rule condition "Hours since pending" text was replaced with "Due by" text incorrectly Fixed an issue that resulted in a 500 error when SAML Login failed instead of redirecting to the Normal Login page FIxed an issue in Ticket Details page where a 500 error was thrown when clicking on “Show quoted text” icon of any forwarded conversation Fixed an issue in Ticket Activities where a random date was captured as values f
Enhancements: Asset Impact to Ticket: The feature automatically compares the “impact” field from the ticket details page against the impact of the newly associated asset and updates the impact field value to whichever is the highest. This ensures an incident dealing with a critical asset is dealt with it’s due impact without depending on agent’s discretion. Bug Fixes: Fixed an issue where notes added through the Jira Integration were not picked up in observer rules. Fixed an issue that caused requester location based freshplugs to break
Bug Fixes Fixed validation issues in API V2 Update operations Fixed Issue with Approval URL. Approval URL will now follow the CNAME configured for the company’s portal Example: If Microsoft is an MSP and Google and Facebook are its customers, currently the approval url for changes starts with microsoft.freshservice.com. From now on it will be google.freshservice.com and facebook.freshservice.com, based on the portal url configured for these companies
Enhancements: Team Huddle (for tickets) - We've rolled out Team Huddle, a feature that allows you to collaborate with fellow agents to resolve issues faster. We have made communication familiar with a chat-like UI within the portal, in context with the ticket information. With Team Huddle, you can: - add multiple agents to a conversation - see whether your fellow agents are online - share files related to a particular ticket - reply to specific messages in a conversation thread - highlight any portion of the ticket and start a discussion To know more about Team Huddle, click here. Notification Center - Agents and requesters can now choose to receive in-browser and desktop notifications through the Notification Center for ticket updates, approval requests, and approval decisions. If you wish to learn more about notification center, click here.
Enhancements: Marketplace SDK - Introducing two new Interface APIs in the Ticket Detail page. More information can be found here. Start Timer - API to start a timer Toggle Timer - API to toggle a running/stopped timer Bug Fixes Fixed an issue in the bulk actions options in the Ticket List page Fixed an issue where the Google Hangouts button was not clickable if the Skype for Business integration was enabled Fixed an issue where tasks were not listed in the “All” option (in the task calendar) if the ticket Group and the task Group are not the same Fixed an issue where the changes to a Task name was not captured properly in the ticket activities
Enhancements - Access Control Limitations has been enhanced. You will now be able to define scope separately for each module (such as tickets, problems, change and release.) You can read more about it from here. Bug Fixes Fixed an issue that caused alignment issues in the attachments image preview section in Team Huddle Fixed an issue with auto-refresh in the ticket details page Fixed an issue where Associate Groups option is not getting displayed in Agent New/Edit page in IE 11 browser Fixed an issue where Scope radio button does not respond to toggle in New Role page in Safari browser
Enhancements: Visual enhancement on the Admin page with new logos and layout Assume Identity: The ability to assume a requester’s identity is now associated with a new privilege called “Assume Requester Identity” (this ability was previously associated with the “Manage Agents” privilege). Import Requesters: The error handling process has been enhanced to include more validations, and the error report has been made more readable and actionable. More information here. Marketplace SDK Enhancements: Introducing support for adding Installation Parameters in Freshservice Apps. More info here Introducing support for Oauth in Freshservice Apps. More info here Bug Fixes Fixed an issue in Contracts where users with non-english profile language couldn’t export contracts Fixed an issue in the Asset details page where the CPU core count was incorrectly updated when discovering devices Performance fixes in the Asset Relationship Map view while loading the Asset list
Enhancements:Introducing new Service Catalog permissions: Admins can now delegate the permissions to create, edit and delete service items to any agent. Note: Support for TLS 1.0 will be discontinued from March 08, 2018. Kindly update your browsers, Discovery Agent and Probe for uninterrupted services. To know more, click here.
Bug fixes: Fixed an issue in roles and permissions that require agents to have Delete Assets access to update assets in bulk in the assets list (instead of Create and Edit Access) Fixed an issue with the Google Hangout app that displayed the App in two locations on the Ticket View page
Enhancements:Enhanced Ticket Access RestrictionsGoing forward, the following categories of tickets will be visible to agents only in the support portal, and not in the agent portal:For an agent with restricted scope: Tickets in which the agent is also the requester, but are assigned to someone elseFor an agent with group scope: Tickets in which the agent is also the requester, but are assigned to groups that the agent is not a member ofNew View: Tickets I RequestedThis new view will display the following categories of tickets:For an agent with restricted scope: Tickets in which the agent is also the requester, and is assigned to the agent themselvesFor an agent with group scope: Tickets in which the agent is also the requester, and are assigned to a group that the agent belongs toFor an agent with global scope: All tickets in which the agent is also the requesterAPI V2 for Tickets: Changes to Attribute NamesThe following attributes have been renamed in the “Stats” include output for th
Enhancements:Introduced new option in the user profile menu to easily navigate to the requester portalSearch Enhancements:Search for Departments and Agents in the global search.Filter the search results based on ticket propertiesIncrease in search relevanceSearch with a specific module right from the global search. Read more about how search works here.Marketplace Enhancements:App.activated event will now be triggered based on the app location. More info hereSupport to build new custom apps using freshplug has been deprecated. Existing freshplugs will continue to workBug Fixes:Fixed an issue in asset search API where the search didn’t work if the search term contains a dot(.)Fixed an issue for Google authenticated users who received irrelevant password policy checkFixed SAML vulnerability identified hereFixed an issue in integrations where installing Office 365 app failedFixed an error for accounts with CNAME url when user tries logging in to Freshservice using the login/normal page
Features:Audit Logs - Introducing a centralized location to track activity performed in the admin settings. Create, update and delete actions performed in the following sections are now available in Audit Logs (Admin -> Audit Logs):Account Plans & BillingGroupsAgentsIn the subsequent releases, other modules such as workflows can be tracked in the audit logs. This feature is available on Forest plan. (Will be provided as an add-on soon)Enhancements:Changes can now be filtered by Planned Start Date and Planned End Date. Support for TLS 1.0 has been deprecated in FreshserviceMarketplace:New Ticket Conversation Customizations app allows you to customize the order of the conversations in the ticket page and provides an option to expand all the conversations by defaultPagerDuty App has been migrated to the new v2 pagerDuty APIs to ensure no disruption once PagerDuty deprecates v1 APIsSurveyMonkey App has been migrated to the new v3 SurveyMonkey APIs to ensure no breakage as SurveyMonk
Features:Export Agents: Administrators can now export agent information to a CSV file. More information can be found here. Enhancements:The reCaptcha in the self-service portal has been migrated to V2. Marketplace:Teamviewer App - Provide remote assistance to your requesters to solve complicated issues quickly by initiating a TeamViewer session directly from the ticket page with the click of a buttonData store capability in Freshservice marketplace - Some apps need to store data and retrieve it at a later stage.To enable the development of such apps, we provides a data store for apps to set (store) and get (retrieve) data.
Enhancements:Task IDs are now displayed along with task descriptionDate fields (default and custom) in Tickets, Problem, Change and Release can now be cleared The notify before field in contract expiry notifications now supports custom day values (up to 365 days)Bug Fixes:Fixed an issue that resulted in a 500 error when user opens a change of type “1” and the change does not have any approvalsFixed an issue with export in .xls format across the product where the exported file was corruptedFixed an issue with ticket exports where level 2 and 3 dependent fields were not exported Fixed an issue in the discovery probe where the progress bar was not shown when user import was in progress
Enhancements: Import Agents - Administrators can now import agent information from a CSV file. More information can be found here. Marketplace:Enabling app developers to use richer HTML app installation page using Custom parameters. More information can be found here.Bug Fixes:Fixed an issue where the source field of a ticket was set as “Portal” instead of “Phone” when using a template to create a ticketFixed issues with the sort order of agents and requesters in the corresponding list pages
Features:Software Asset Management - a new module that allows you to manage all the software in your organization network. With SAM, all your software will be brought under the Software module that can be accessed under Assets from the left sidebar. SAM is currently enabled for new accounts and will be enrolled for older accounts in phases. To know more about SAM, click here. Marketplace:App developers can now render apps on New Ticket New page (link)Introduced event APIs (link) and interface APIs (link) for apps rendering in New Ticket Page. Bug Fixes:Fixed an issue where the recent search list displayed a blank entry when a exact match text was searched (eg. <laptop>)SFB breakageIncorrect Last Logged in Time Shown For AgentsTask note disappears after it is updated from calendar
Feature:Freshservice Ticket Summary Dashboard Widget : The native android widget will allow agents and admins to monitor and measure performance of their helpdesk without having to visit the computer or open the mobile app. The widget can be placed anywhere on the mobile screen. The widget auto refreshes every 10min, the agent/admin has an option to refresh at will. How to Enable the dashboard? - Long press on the phone Home Screen - Select 'Widgets' from the bottom option list - Scroll to the section F, you will find the Freshservice Widget listed there - Simply drag and drop the Widget where ever you like, that's allBug Fixes:Fixed an issue where users could not login to the Freshservice developer portal if they had a CNAME configured in their Freshservice accountFixed an issue where the asset state was always set to “In Stock” when updating other properties of an asset using APIsFixed an issue where the Bomgar integration was not working for accounts with custom doma
Features:Solution Article suggester for agentsNow agents can suggest a solution to an employee on a call without moving away from ticket creation page. Scenario: An agent gets a call from an employee regarding a printer issue. While the agent is creating the ticket, she can see the related solution article in the same page, so that she can click on that and suggest a solution right on the call. If there is no related article, she can continue to log the ticket and work on it.Enhancements: Admin audit logs feature is now available as an add-on for accounts in Garden, Estate and Forest plans.Marketplace:PowerBI app now helps organizations visualize their Freshservice data as a dashboard inside their Power BI account.Introduced Event APIs in New Ticket Page as well as Event APIs and Interface APIs in Ticket Details page to hide the ticket properties - Urgency and Impact. Refer here.Added support for testing out the app installation experience using Custom Installation page. Once you have
Join the Community
Sign in to the Community
Social LoginLogin for Freshworks Employees Login with LinkedIn
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.