Enhancements:
Custom Dashboards: This will be a virtual display of data in real-time that reveal critical insights that lead to better decision-making, improved productivity and enhanced performance.
This will also help agents cut through data clutter and get down to what really matters. More info about this here.
- Change Activities: Users can view all granular activities performed by the agent in a change request.
They can view this in the Activities tab within the ticket. The following details are captured in a change request.
Change Creation by the Agent
Approvals
Association of Tickets
Association of an Asset
Notes
Change Properties
Time Tracked
Planning (Reason for Change, Impact, Rollout Plan, Backout Plan) in a change request.
Finally, you can export these activities performed in a change request via email.
Users: Now users across Freshservice will be sorted based on First name and Last name basis.
V2 Department APIs: Now users can perform operations such as create, view, update, list, delete and list all fields on departments. More info about this here.
Bugs:
Microsoft Edge: Whenever a user tried updating the status of a service request from the Microsoft Edge browser, the action was captured twice and as a result two emails were sent. This is now fixed
Bulk actions: When a reply was sent through bulk actions, the content wasn’t sent to the members “cc'd” in the email. This is now fixed
Form Fields: Users were unable to create drop-down fields within a form.This is now fixed
CSAT Surveys: Previously agents couldn’t respond to the CSAT survey from the note. This is now fixed.