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mary.georgeContributor

Introducing Employee Onboarding

We are excited to launch our Employee Onboarding feature, that seamlessly allows the IT teams to collaborate efficiently with the HR teams, reporting managers and efficiently onboard new employees. This helps them maximize their potential, and achieve a healthy productivity rate right from the get-go. This feature is not available for MSP customers.Why did we build Employee Onboarding?Better collaboration among stakeholdersEfficient status trackingInclusivity & better managementImprove employee satisfactionIn this video get a glimpse on how collaboration works seamlessly in Employee Onboarding! Also, get insights on how the feature works and get a peek into why we built it.

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Community Debut
3 years ago
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mary.georgeContributor

Release Notes - 09 September 2019

Enhancements:Conversational Portal [Enabled for all accounts]: Now resolve IT the interactive way with conversational portal. Report an issue, request for an item in your service catalog and much more seamlessly, by chatting with a bot. More info here.Time Format: We now support 24 hour time format in the business hour configuration page.Tabular View for Tickets: Agents will now be able to customise columns on the table, pick and choose what information is relevant and have them displayed in one single view. More info here.Bugs:Sandbox: Users were unable to save the SSO settings in Sandbox. This is now fixed.

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3 years ago
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mary.georgeContributor

Welcome Thank Yous with Freddy!

Ticketing reports and metrics are all over the place, and your service desk productivity goes haywire. Countless ‘Thank you’ messages and responses get accumulated, and it all becomes one giant iceberg that you’re looking to steer clear off and perhaps not sink your so-called “metrics boat”.This is why we’ve come up with a simple, but robust solution - the Thank You Detector.Powered by Freddy, our savvy AI buddy, the Thank You Detector can be set up using Freshservice’s Workflow Automation. Freddy can intuitively detect when your end-users respond with a ‘Thank You’ and will keep resolved or closed tickets at bay or from re-opening.Get all info on how to enable  "Thank you detector" for your service desk from here.

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3 months ago
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mary.georgeContributor

Release Notes - 15 July 2019

Enhancements:Sandbox: With Sandbox, you can create an out-of-the-box environment to test out workflows and configurations before syncing them to your Freshservice account while keeping away from ramifications. More info on this here.Custom Dashboard: We’ve added three new widgets (Ticket SLA Metrics, Average First Response Time and Average Resolution Time) to the dashboard to enhance overall service desk efficiency. More info on this here.AD Sync: Now during AD sync, if the user record has a field value in AD that does not exist in Freshservice, the user record will be created in Freshservice but the field value which does not exist in Freshservice will be skipped.Time Format: Freshservice now supports 24 hour time format while importing/ exporting agents & requesters.Bug Fixes: Service catalog: Previously when users entered 255 plus characters in a single line text field for a service item, it threw an error that something went wrong instead of character limit exceeded alert. This

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3 years ago
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mary.georgeContributor
posted in Employee Onboarding

Spotlight #1 - Chat and Collaborate Instantly with Team Huddle

If you’re wondering how your team collaborates with other departments and if the answer is “somehow” with a shrug, that’s not good enough. This is why Team Huddle is here. It ensures collaboration among agents without having to actually leave your helpdesk. Wanna know how? Let’s dive in...How does team huddle aid agents in your firm?With the discuss button /team huddle agents can swiftly chat and collaborate with other fellow agents by just @ mentioning the agent/team on the ticket page.You can also highlight any part of the ticket to start a discussion.You can check if agents are online/offline in your conversation.Oh, and don’t worry, we make sure you’re notified in-app and via email every time when there’s a new message and when you’re tagged in a conversation.Let’s take a look at a few scenarios where you can use Team Huddle.Ask the Experts:The IT service desk works on a multi-tier support hierarchy and in case there’s a bug fix Alex (L1 Agent) can’t resolve, he can immediately dis

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5 years ago
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mary.georgeContributor

Release Notes - 19 Aug 2019

Enhancements:Multilingual Ticket Forms: Now admins can translate custom fields for all the languages configured in their helpdesk portal. All fields and dropdown choices will be translated based on a logged-in requester’s language preference. More info here.Permissions: Now with the “Create and edit tasks” permission, agents can now create or edit tasks on tickets not assigned to them.Probe 4.0: We’ve revamped the probe with enhanced IP range configurations, the ability to force sync devices, user information scanned by the probe and much more. More info here.Helpdesk Security: We've now introduced an option called "Authentication for Public URLs" where users can access public ticket URLs and approval URLs  if they are logged in through the authentication method that is set for the corresponding Freshservice account (this can be password, Google, Simple SSO, SAML SSO, or Yammer) You can navigate to Admin -> Helpdesk Security to enable the Authentication for Public URLs option.Workfl

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3 years ago
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mary.georgeContributor

Release Notes - 11 September 2019

Enhancements:Mac Agent v3.2:Update the Last login by user information through the Mac Agent.Add the Mac Agent in an OS Image to enable easier rollout of the agent when setting up new devices.Fixed an issue where the Disk Space(GB) value was updated as 0GB.Fixed an issue where the Logical Drives (in Components) listed incorrect entries.Assets & Contracts: Now simply create an asset or a contract from the “+new “ button.Watcher: Now agents can remove agents who have been added as watchers to the ticket.Email Notification: Users can also enable the “Removed as Watcher” email notification to notify the agent immediately after they have been removed as a watcher from the ticket.Workflow automator: Now users can include Impact and Urgency fields while adding a workflow event, action or node.Ticket List: Now users can immediately search for a list view from the ticket’s list page.Bugs:Team Huddle: Users were unable to create conversations in team huddle. This is now fixed.Ticket List view

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3 years ago
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mary.georgeContributor

Introducing Multilingual Ticket Forms

Now admins can translate custom fields for all the languages configured in their helpdesk portal. All fields and dropdown choices will be translated based on a logged-in requester’s language preference. Similar way, agents can also see all fields and dropdown choices translated based on their preferred language in Profile Settings.Check this article to know how you can configure multilingual ticket forms for your service desk.

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6 months ago
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mary.georgeContributor

Webinar on March 27, 2019: Uncomplicate Change Management Process - A Practical Approach

Businesses undergo transitions on a regular basis. Each of these transitions differ in risk and impact. ITIL change management is a quality control process that authorizes every change before deployment. Therefore, it is important to streamline this process to ensure minimal disruption or downtime. Join our FREE webinar to learn how to Uncomplicate Change Management Process.DATE: March 27, 2019TIME: 10 AM PST / 1 PM ESTTo register for the webinar, click here.During this webinar, we will be sharing How Freshservice can help streamline your change management process. Understand why change management is crucial to your organization.Discuss top use cases & best practices for the change management process.Understand the importance of change workflows and automation. 

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3 years ago
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mary.georgeContributor

Release Notes - 10 May 2019

Enhancements:Tickets: Introducing few UX changes to the tickets list page          - Now bulk actions buttons will only appear on selection of at least one ticket. - Requester details will be displayed on hovering over the requester name. - Now users can only view the priority of the ticket to the right of the ticket description.Workflow Automator: Now users can include the custom fields of a service item as placeholders in automation rules while configuring the web hook payload, email content, task subject and description.Requesters: Forgetting a user, deletes service requests in which the user was marked as “Requested For” (in addition to the tickets in which they were marked as the requester)Service Catalog: Now agents can reorder child tickets of bundles in a service item and display it accordingly to their requesters.Bugs:Form Fields: Previously there was an error while changing a two level dependant field into a  three level dependant field within form fields. This is now fixed.R

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sundararajan.srinivasan
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3 years ago
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mary.georgeContributor

Release Notes - 29 June 2019

Enhancements:CSAT Surveys: We’ve revamped our CSAT surveys to measure service desk efficiency better. Once the survey is activated,               - You can set up Reports to capture various metrics based on survey ratings.              - You can also configure Workflows to send escalation e-mails to the agents so they instantly get notified of poor ratings.    More info on this here.Assets List Page: We’ve tweaked a few functionalities within the asset list page,            - Now agents can quickly filter assets using filter situated on the right pane (similar to tickets).            - You can now add new filter conditions or columns to a view and save them to have it accessible anytime.            - Any view, filter or column configuration that is selected will be persisted even if you navigate away from the assets list page.Time Format: The time format can be selected as 12-hour or 24-hour, both at the account-level (Helpdesk Rebranding) and the user-level (Profile Settings).Workflow

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3 years ago
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mary.georgeContributor

Release Notes - 20 February 2019

Features:Scheduled data exports: Freshservice customers can schedule Freshservice data to be exported periodically through an API url. This can be fed into any reporting tool (that can pull data from the API) to generate powerful reports and visualizations. More info on this here.Enhancements:Assets: Introducing a revamped experience for associating assets to other entities such as tickets, problems and changes in Freshservice. We have also introduced a new option to search across all assets in the associate asset side pane.Product API: Introducing v2 APIs to perform create, update and delete operations on Product. More info on this here.Assets API V2: In Asset filter API, the ci_type_id attribute is now changed to asset_type_id.Bug Fixes:Solutions: Solutions with department visibility were not searchable by agents from the support portal. This has been fixed.

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3 years ago
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mary.georgeContributor

Release Notes - 10 April 2019

Enhancements:Workflow Automator: Admins can now choose to delete either a YES (or) NO condition branch in a workflow.                       Change Activities: Users can view all the granular activities performed by them in a change request.            Note: This is currently only available for new users.Audit Logs: The activities performed in Change Forms and Change Lifecycle will now be documented in audit logs.Assets: The “Associate Asset” field is revamped for the end user portal, so now users can associate more than one asset to a ticket.

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mary.georgeContributor

Release Notes - 18 March 2019

Enhancements:Analytics: We’ve added a few new functionalities and given Analytics a clean new look. Here’s what we’ve changed:          -  You can now sort reports with “List view”          -  We’ve included the “Configure” button for a decluttered widget configuration          -  Leverage the boolean operators for advance filtering of data          -  Convert your Graph data into sheet/matrix table and export as a CSV             Also, check out the blog for any further info.We’ve added the following new currencies to Freshservice         -   Hong Kong Dollars (HKD)         -   Mexican Peso ( MXN)         -   Taiwan Dollar (TWD)         -   Indonesia Rupiah (IDR)         -   Singapore Dollar (SGD)         -   Malaysia Ringgit (MYR)         -   Vietnamese Dong (VND)         -    Poland Zloty (PLN)         -    Danish Krone (DKK)         -    Norgwegian Krone (NOK)Bugs:Workflow Automator: If a note was added to the Change Workflow, the activity was incorrectly logged against the agent's

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3 years ago
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mary.georgeContributor

Release notes - 16 November 2018

Bug Fixes:Department/Company: The URL Field of the department/company was not hyperlinked. This has been fixed. Notification: Bell notifications showed invalid date in Firefox and Safari. This has been fixed. Requester/Contacts: Create/Edit Requesters is renamed back to edit requesters.Quick View Requester Assets App: The Quick View Requester Assets app showed a blank for accounts with a CNAME. This has been fixed.Problem: When attaching a solution or workaround to a problem, the display of the problem removed certain formatting which impacted the readability of the solution. This has been fixed. Quickbooks Integration: Quickbooks widget did not load in time entry widget earlier which has been fixed now. Custom Mailbox: Any reply sent to a private note was incorrectly added as a public note. This has been fixed.

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mary.georgeContributor

Release Notes - 26 Aug 2019

Enhancements:Thank you detector: The Thank You Detector, powered by Freddy, our AI buddy,  can intuitively detect when your end-users respond with a ‘Thank You’ and can keep resolved or closed tickets at bay or from re-opening. This can be set up using the workflow automator. More info here.Approval Request: While requesting approvals for a change or a service request, users can now choose the option called “First Responder” where the request will be immediately approved/rejected based on the first approver’s action alone.Change Types: We’ve added four new additional change types in Freshservice. Navigate to Admin -> Form Fields -> Change Fields and scroll down to the change type to enable/ disable or change the names for the following change types.SLA policies: Now users can escalate a ticket to the reporting manager right away.Workflow Automator: Now HTML code editor is supported for  “Send Emails” option in the action node for all modules.Bug fixes:Tickets: While performing bu

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3 years ago
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mary.georgeContributor

Release Notes - 19 July 2019

Enhancements:Tickets: Now users can quickly assign tickets to groups or to a particular agent right from the tickets list page.              Roles & Permissions: We're now introducing a distinct permission to manage agent availability for automatic ticket assignment (round-robin). Navigate to Admin > Roles >  Administration > Manage Agent Availability. This ability would continue to be available to agents who have the "Play God" permission.           Asset API V2: For Create Asset and Update Asset APIs, we now support string inputs for Domain. In View Asset API, the Domain name is now available as String instead of ID earlier. SLA Policies: Now users have the ability to set the SLA to a minimum of 5 minutes for response and resolve time.Bug Fixes:Tickets: Previously when users removed attachments from a child ticket the attachment in parent ticket was automatically deleted. This is now fixed.Form Templates: Users faced few formatting issues in form templates description. T

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sundararajan.srinivasan
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3 years ago
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mary.georgeContributor

Release Notes - 7 Aug 2020

Enhancements:Business Rules for forms: Perform conditional actions on certain fields within a form with no-code. This lets your users perform actions on certain fields, control ticket lifecycle and implement field-level access on forms. More info here.Employee Onboarding: The new version of employee onboarding offers more flexibility in configuring the onboarding flow. Predefine role-specific onboarding kits and, quickly manage and route your onboarding tasks to the right teams to get your hires up and running right from day one. More info here.Airwatch Integration: Through the Freshservice-Airwatch integration, expand the scope of the assets that can be tracked and managed in our CMDB—making Freshservice a one-stop solution. More info here.“Return to work” with Freshservice: With Return-to-work solution, eliminate person-to-person contact while you are able to test for workforce readiness, check the health of employees prior to entry, and order the necessary personal protective equipm

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Release Notes - 30 April 2019

Enhancements: New Employee Onboarding: Now IT teams can seamlessly collaborate with HR teams & reporting managers to efficiently onboard new employees and improve employee satisfaction.            Note: This feature is not available for MSP customers.CSAT Surveys: Tweaked emojis in the emails with CSAT Survey sent to the requester, in the ticket details page, and in the Default Customer Satisfaction Report and made some changes to the requester-facing pages when responding to a CSAT Surveys.Bugs:Tickets: Agents were unable to create a new requester when editing a ticket and assigning it to a new requester. This is now fixed.Assets Detail Page: In the Software tab associated with the asset, users couldn’t navigate beyond page five. This is now fixed.Projects: Users were unable to view the projects beyond the timeline Aug 2020. This is now fixed.Ticket Replies: The “quoted text” was stripped off when it was added as a reply to the ticket. This is now fixed.Approvals: When the agent a

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Release Notes - 07 December 2018

Features:Restrict access to assets based on groups: Group based access controls is now available for Assets. Asset Managers can assign Assets to Groups and only the Agents who belong to the same group can view / modify these assets. More info on this here.Enhancements:Project Management: All time entries will be tracked in the project task activities.Jamf Asset Connector App: Introducing support for syncing assets from Jamf On-Prem to Freshservice. Bug Fixes:Approvals: When accessing the approval link from non-login page, users received a 500 error. This has been fixed.

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mary.georgeContributor

Release Notes - 19 November 2018

Enhancements:Project Time Tracking: Agents working on Project tasks can now record time against each of their tasks. For futher details check out the solution article. Change Lifecycle: Change managers can now configure which fields are frozen and when throughout the lifecycle of a change request so that they remain compliant with internal processes and avoid any accidental or deliberate data modifications. Bug Fixes:Import Agents: "Roles" field was not marked mandatory in the agent import mapping page which kept throwing errors. This has been fixed now.The thumbnail images of logos and service catalog items were getting compressed and seemed pixelated. This has been fixed now. Workflow Automator: The add CC action in workflow automator was not sending email notification to the cc'd user which has been fixed now. 

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Release Notes - 07 November 2018

Bug Fixes:Assets: When assigning an asset to a user, the search in the Used By field only worked on the first name of the user. This has been fixed.Marketplace:New Apps:Jamf - Jamf app in Freshservice lets organizations on the Apple ecosystem sync their macOS, iOS and tvOS devices managed by Jamf Pro into Freshservice asset management. This allows organizations to manage the lifecycle of all their devices in Freshservice, including devices fetched from Jamf. This provides agents the information they need to perform their service desk operations efficiently.Trello - The Trello app will help your IT service team deliver exceptional support for issues within your company. It connects Trello and Freshservice, enabling your IT department's teams to collaborate and organize their workflow aligned with tickets.

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Release Notes - 04 September 2018

EnhancementsProduct Updates Page in Freshservice: Introducing the “Product Updates” page in Freshservice. This page will be the one stop for news on Freshservice product updates, blog posts, events and training material.Custom Mailbox Enhancement: If you are using Custom mailbox and if for any reason the mailbox fails to perform as expected, the app will create an alarm banner to draw your attention to the issue so that you can carry out the necessary resolution steps.Marketplace SDK: App developers can now leverage source field for writing apps on ticket details page. More details here.Bug fixes Fixed an issue where import completion or failure email notifications were not triggered occasionally.  Fixed an issue where the primary language was not set during requester creation through google authentication. Fixed an issue where an agent receives an error upon raising a service request from the support portal though the  service request was created successfully. Fixed an issue in the da

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3 years ago
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mary.georgeContributor

[Webinar Alert] 6 Ways to Return to Work with Ease

As organizations start preparing to return to work with strict restrictions, new challenges have arisen. Companies are working hard to implement safety guidelines and minimize occupancy in buildings, while many continue to work remotely. Technology is playing a crucial role in helping organizations handle these new challenges. Our team has figured out the top integrations you can use during this critical time to make life a bit easier for you and your employees. Some of the topics we will be covering in this webinar are: Provide employee Health ScreeningSet up self-service for a temporary return to workEnable seamless collaboration for your employeesReduce agent workloadOther helpful tips and integrationsSo what are you waiting for? Register away!

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3 years ago
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mary.georgeContributor

Introducing Ticket Closure Rules for Incidents & Service Requests

We all face service desk horrors of incomplete resolution especially when tickets are closed without it's subtasks or child tickets being resolved. This is where multiple departments involved in resolving the ticket lose track of the progress made. Also, in the case of MSP solutions, closing tickets without a time entry has an enormous business impact on their billing. With Closure Rules, users can now mandate certain criteria for ticket resolution and closure to regulate the business rules in a service desk. By implementing closure rules, a service agent will not be able to resolve or close a ticket under the following conditions:Without adding a time entry.Without closing all the associated tasks.Without resolving/closing all the associated child tickets. Check out this article to enable closure rules for your service desk! 

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3 years ago

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