Product Updates

Upcoming Features and Enhancements Bug fixesUpcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Auto Answering CallsAuto-answer ensures agents never miss a customer call. This way, you can reduce response time, improve engagement, and boost overall call center performance. Bug fixes These were the bugs detected, and they’ve now been fixed.Some agents observed that unattended return calls initiated by the customer create two tickets instead of one. Some agents observed that additional options are unavailable in the widget when handling conference and warm transfers.Cheers!

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All features and enhancements below will be available to all customers from June 30, 2024.  Freddy Usage Report (Freddy Copilot)Understand how your agents are making use of Freddy Copilot features.More details here. Learn from the Knowledge Base (Freddy Self Service)Elevate chatbot intelligence with the knowledge base by training chatbots during bot creation.More details here. Live Translation (Freddy Copilot)Freddy will automatically translate agent responses to the customer-preferred language (and customer responses to the agent’s language) to improve the overall conversational experience and significantly improve response times.More details here. Proactive Quality Coach enhancements (Freddy Copilot) Agents can review their responses within the reply editor and check for relevancy in the context of the previous messages.More details here. Filtered search (Freddy Self Service)Train bots to search for answers to customer questions based on user or conversation properties and offer contextual, personalized responses.More details here. Account property-based routingAccount properties can now be used as part of conditions in assignment rules to route conversations to specific agents/groups.More details here. Hubspot CRM Connector AppSync contacts, accounts, and custom objects between Hubspot CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Google BigQuery Connector AppSync contact, account, and custom module data between Google BigQuery and the Suite. Export your analytics data into Google BigQuery.More details here.  Amazon Redshift Connector AppSync contact, account, and custom module data between Amazon Redshift and the Suite. Export your analytics data into Amazon Redshift.More details here. Insightly CRM Connector AppSync contacts, accounts, and custom objects between Insightly CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here. Copper CRM Connector AppSync contacts, accounts, and custom objects between Copper CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here. Zoho CRM Connector AppSync contacts, accounts, and custom objects between Zoho CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here. FullContact Connector AppView customer contact details in FullContact when you create a contact in the Suite.More details here. Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Support for JSON object array outputsThe bot builder will support response outputs in the format of an array of JSON objects. Travelport app for Freshchat/the SuiteImprove support interactions with access to flight details within Freshchat with the Travelport app. Custom properties in canned responsesCustom properties can be inserted into canned responses alongside other standard properties in Freshchat. Social Responses on InstagramAgents can reply to public comments on your Instagram posts through Freshchat, and the response will appear as a comment. Bug fixes These were the bugs detected, and they’ve now been fixed. Team Inbox bugsSome agents observed that when changing groups in a conversation, the agent dropdown does not update correctly. Some agents observed that the history of previously resolved conversations is visible in current conversations.  Some agents have observed that despite having restricted access to the chat inbox, they can still reassign conversations using the conversation API.  Some agents have observed that the error message for exceeding 2000 characters is displayed inconsistently.   Some agents have observed that customers with their default language set to Korean cannot see default custom user properties in their accounts. Some agents have observed that even when the file upload limit is exceeded, the file still appears in the list with an undefined name.   The User Interface experiences issues when scrolling in the Team Inbox view when the agent's language is set to Arabic.  Some agents have observed inconsistencies in the inbox view count when opening a single conversation via search results or notifications. Some agents have observed that the attachment icon does not appear in the widget after a bot conversation is assigned to a group. It becomes visible only after an agent replies from the inbox.Admin Experience bugsSome agents have observed an issue with the search function on the Conversation files page, where recently uploaded files are displayed in the search results even if they do not match the search request.  Some agents have observed that no asterisk mark is shown near the mandatory 'Enter away message' field.Bot bugsWhen searching for similar queries on the Q&A page, an empty utterance is now handled. Added validations for language and locale input.  Auto-generated tickets are now closed automatically if the inactivity timer runs out. The input box disappears if the bot accepts a file upload input and then assigns the conversation to an agent. OTP nodes aren’t displayed if configured with other node actions. A feedback node without conditions interrupts the bot flow and moves the conversation to an agent. Some agents get ReadTimeOut errors in the GDPR Delete action. Some customers report that the Exit Chat button is incorrectly shown in the bot flow after being cached.  Added validations to prevent creating custom properties with the same name as default properties. Cheers!

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All features and enhancements below will be available to all customers from June 30, 2024.  Freddy Usage Report (Freddy Copilot)Understand how your agents are making use of Freddy Copilot features.More details here. Hubspot CRM Connector AppSync contacts, accounts, and custom objects between Hubspot CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here. Google BigQuery Connector AppSync contact, account, and custom module data between Google BigQuery and Freshdesk. Export your analytics data into Google BigQuery.More details here. Amazon Redshift Connector AppSync contact, account, and custom module data between Amazon Redshift and Freshdesk. Export your analytics data into Amazon Redshift.More details here. Insightly CRM Connector AppSync contacts, accounts, and custom objects between Insightly CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here. Copper CRM Connector AppSync contacts, accounts, and custom objects between Copper CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here. Zoho CRM Connector AppSync contacts, accounts, and custom objects between Zoho CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here. FullContact Connector AppView customer contact details in FullContact when you create a contact in Freshdesk.More details here. Bulk Actions Enhancements Admins can now make bulk updates to all custom fields and ticket search results.More details here. Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Custom SSOSupport multiple custom Single Sign-On policies for different customer portals, accommodating businesses with various sub-brands and unique identity management needs. Sentiments EnhancementsEnable agents to better prioritize ticket volumes while giving admins control over defining thresholds for negative, neutral, and positive sentiments. Customizable Sidebars You can now rearrange user properties in the sidebar based on frequency of usage. This will ensure that the most relevant information is easily available while resolving customer queries. Freshdesk-Playvox integrationManage workforces effectively, boost agent productivity, and streamline daily support operations with the Playvox app for Freshdesk. New Fair Usage Policy (FUP) limits for outgoing emailsDepending on the plan, new limits (ranging from 100 to 500) will define the maximum number of outgoing emails per hour to enhance security. Bug fixes These were the bugs detected, and they’ve now been fixed. Agent experience bugsIf an email has attachment details missing, it fails to convert into a ticket. Ticket templates with a custom date field cannot create new tickets. Some agents see an invalid column when filtering a table view by group. Some agents, during onboarding, see an incorrect error message about threads when looking at the ticket details page. Agents can incorrectly attach CSAT survey links to secondary (merged) tickets. This has been fixed for the old CSAT option. Scenario automations executing within a ticket break the UI. Group properties can’t be updated if the group contains a deactivated agent. Custom sources are not showing up in the ticket_fields API. Custom sources are not showing up in dashboard widgets. Emails with multiple spaces in between words in the subject create a new or duplicate ticket. Scrolling down on a long article in the editor causes the toolbar to disappear. Searching for tickets in the customer portal incorrectly shows a span tag for matched words. The cursor is occasionally missing from multiple dropdown fields. Embedded YouTube videos in solution articles don’t support the “Watch on YouTube” option. When using the GET API to fetch published articles, the API incorrectly fetches draft attachments. Validations added to custom fields for when the new ticket page is duplicated. Trying to create a ticket with a summary and an inline image together sometimes fails. Replies to existing but disabled threads are added to the same thread instead of as a private note. While forwarding threads, some agents can’t see the From and To email fields. Expanding the Reply within a Forward Thread doesn’t expand the UI appropriately. Exceptionally large ticket conversations (such as when extended_quoted_text is enabled) with many indentations can throw an error. The less than symbol (<) can’t be rendered in the title of solution articles.Admin experience bugsWhen using a “Does not include” filter to create a custom dashboard, the widget data can be incorrect. Audit logs export can throw an error when it takes too long to prepare. When downgrading to the Growth Plan, a banner about the Free plan is incorrectly shown. Ticket exports with no tickets are incorrectly marked as a failed export. The “allow agents to control their availability status” option resets automatically upon saving changes to other toggles. Setting up a custom mail server with a primary support email ID throws an incorrect error.  The CSAT widget in the dashboard incorrectly shows data for a month instead of a day when no group filter was applied. Large ticket exports can time out and fail. The old CSAT survey wouldn’t load if the advanced_csat feature is enabled, but the advanced_csat bitmap is not. Agent availability for Phone queues in the dashboard filters agents incorrectly. Added validations for creating dropdown fields in canned forms. In a multi-product setup, trying to delete a product erases the portal linked to Freddy bot and the bot responses and feedback from the associated bot.Automation bugsTicket creation automations that create a private note to store email content are inconsistent in color.  Users are unable to reply to forward threads created by automation rules. When shared ownership is enabled, automation rules that assign tickets to internal agents or internal groups can send 2 emails.Language BugsMissing translation for “no results found” when searching for solution articles. When a customer tries to access an unpublished translated article, they might see an option to view the original language article, even if that too is unpublished. Some hints and placeholder text are not translated on the New Ticket page in the Marina theme. Signup pages show up in English instead of the browser/portal language. Navigating between articles with different languages throws a “permission denied” error. Missing translation for “Click here to add comment” in forum topics in the Froala editor. Multiple missing translations for elements in the Team Dashboard. Orphaned translated articles can’t be exported. Custom status labels aren’t being translated into ticket lists and ticket details.Integration bugsSince Freshchat maps the phone field to the mobile field in Freshdesk, the ticket creation API and Ticket list channel API now accept the mobile property. If Freshchat or Freshcaller navigation icons are in the overflow menu (triple dot menu), the agent cannot close their widget windows. Session Replay integration between Freshmarketer and Freshdesk sends an empty response. The JIRA Plus app now supports the “Parent” field (previously “Epic”). There is a mismatch in the agent limit between Freshdesk and Chargebee accounts. The Google Contacts integration isn’t working for Gmail accounts.Cheers!

New Features and Enhancements  All features and enhancements below will be available to all customers from June 30, 2024.  Hubspot CRM Connector AppSync contacts, accounts, and custom objects between Hubspot CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Google BigQuery Connector AppSync contact, account, and custom module data between Google BigQuery and the Suite. Export your analytics data into Google BigQuery.More details here.  Amazon Redshift Connector AppSync contact, account, and custom module data between Amazon Redshift and the Suite. Export your analytics data into Amazon Redshift.More details here. Insightly CRM Connector AppSync contacts, accounts, and custom objects between Insightly CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here. Copper CRM Connector AppSync contacts, accounts, and custom objects between Copper CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here. Zoho CRM Connector AppSync contacts, accounts, and custom objects between Zoho CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here. FullContact Connector AppView customer contact details in FullContact when you create a contact in the Suite.More details here. Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Travelport appImprove support interactions with access to flight details within the Suite with the Travelport app. Cheers!

New Features and Enhancements Enhancements to custom sales activitiesEasily capture progress on custom sales activities with ready-to-use note templates. Add descriptions to provide collaborators complete context on the activity’s goals, timeframe, and other relevant information.Learn more Sales bot templatesWe have introduced 3 new sales bot templates that you can use to capture lead information, schedule meetings, and answer FAQs. Changes to the Freshworks sub-processor list We plan to update our sub-processor list and will be removing Sumo Logic from our list. You can find more details about these changes here. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. To know more about these measures, we encourage you to read our Data Processing Addendum and Privacy Notice completely.If you have any questions about this update, please write to support@freshworks.com.Bug Fixes  Customers reported issues with CSV import not creating leads due to an incorrect update identifier being mapped. This has been fixed. Customers reported that the user name update on the org page was not reflected in the users section of the CRM. This has been fixed.  Customers reported that the currency symbol of the currency "Peruvian Nuevo Sol" was rendered incorrectly on the deals page. This has been fixed.  Customers reported issues sending bulk emails where the recipient count shows 0 once the contacts in the list view were selected. This has been fixed. Customers reported issues with email templates not showing up while drafting a sales sequence. This has been fixed.  Some users reported an issue where the user’s account was not activated even after clicking on the activation link multiple times. This has been fixed. Customers reported that email tracking did not work when sent with tracking enabled from sales sequences. This has been fixed. Customers reported that the description contents in the notes export had been truncated. This has been fixed. When the currency field was removed from the deal forms, the add product CTA was not shown in the UI. This has been fixed.  Auto-assignment rule failed to trigger when the fields used in the condition were updated via Journey automation. This has been fixed.

Note: All the features/enhancements below will be available on Starter and Growth plans on June 18th, 2024 & on Pro and Enterprise plans on June 27th, 2024.Product version: 2024.R06L.01 New Features and Enhancements Change Management for DevOps - Azure DevOps, Github and Jira Connector apps Deflect email queries with Email Bot Enhanced Navigation for Problems  Adding Notes for Changes Support for email notifications in the new Sandbox Associations within user modules in Analytics Customize Status Page look and feel  Agent privileges for Scheduled Maintenance Migration from alert rules to alert workflows Alert Management enabled by default Modify minimum value for alert reopen interval Search on-call schedules using keywords Export all fields/columns of the software user’s table for all SaaS products Enhancements in Employee Onboarding/Offboarding  Enhanced Business Rules Limit for Service Catalog Items  Freddy Copilot Ticket Summary for Mobile On-Call Shift Delegation on Mobile Integrate Genesys CTI with Freshservice  Important Updates Bug Fixes New Features and EnhancementsChange Management for DevOps - Azure DevOps, Github and Jira Connector appsCategory: IT Service ManagementIntroducing connector apps for DevOps tools like Azure DevOps, Github, and JIRA to track and align software development with Freshservice Change and Incident management.IT Service desk and Operations teams can Integrate change management with the CI/CD ( Continuous integration and continuous delivery/continuous deployment) process by automatically creating change records whenever there is a production deployment.  Integrate change management with the deployment schedule by creating immediate records of deployment initiations, and automating the creation of changes mimicking the deployment calendar. Gain complete context on the deployment by associating work items and pull requests that are ready for deployment to the change record in Freshservice. Automatically create and link development work items with incidents to streamline intake development backlog items through tickets and Incidents. Note: This feature is supported for customers in Pro and Enterprise plans in all data centers. Customers have to purchase the connector app add-on to use this capability.More details here.Deflect email queries with Email BotCategory: IT Service ManagementWhen employees raise queries through email, waiting and resolution times are often prolonged. Though many issues could be instantly resolved with the right help articles, email channels lack integration with these resources, preventing self-service.Introducing Email Bot, a Freddy Self Service feature that quickly deflects email queries by automatically suggesting relevant help articles. Using machine learning, Email Bot identifies and recommends articles that match the issue raised, helping employees resolve their issues faster and easing your IT team's workload.Note:  This feature is in beta and will now be a part of the Freddy Self Service category on the Enterprise plan.More details here. Enhanced Navigation for Problems Category: IT Service ManagementUsers can now effortlessly move to the 'next' or 'previous' problem from the problem details page, allowing easy and quick navigation. Adding Notes for ChangesCategory: IT Service ManagementUsers can now only select agents to notify when adding public or private notes in changes, aligning with our ticket module. The requester of the change can be notified via public notes, while other requesters cannot, enhancing security and maintaining consistency across modules. Note: To allow your requesters to raise a change, navigate to ‘Support portal settings’ and check ‘Allow requester groups to raise change requests’. Support for email notifications in the new SandboxCategory: IT Service ManagementAdmins can now configure and test email notifications in the new sandbox to ensure accuracy and reliability before deploying changes to the live environment.Associations within user modules in AnalyticsCategory: IT Service ManagementWith additional associations between user modules and various other modules, reporting on users who take actions on modules can be improved with more granularity. Here are the details:When reporting on ‘Alerts’, attributes of the "Acknowledged by" agent can be leveraged within filters and group-by filters. When reporting on ‘Requestors’, attributes of the "Tickets created" by them can be leveraged within filters and group-by filters.Customize Status Page look and feel Category: IT Operations ManagementUsers can now fine-tune the look and feel of their Status Page with various customizations that could help with branding, support, SEO, and more. These include:Colors and fonts: Select as per brand guidelines. Support: Add Support portal URL and contact information. Also add ‘Report a Problem’ link. Headers: Set up top-level messaging and links.  Footers: Add copyright disclaimer, links to privacy policy, website terms and similar links, home page and social media links, and RSS feed. Display: Set the default status page banner to be displayed when everything is ok. SEO: Instruct search engines to index your status page and optimize meta keywords for better SEO. More details here. Agent privileges for Scheduled MaintenanceCategory: IT Operations ManagementAdmins will now be able to give agents permission to create and manage updates about scheduled maintenance on the Status Page. This privilege can be enabled under agent roles in Global Settings. With this enhancement, admins will not only be able to retain control over core admin tasks like configuring change lifecycle and setting up maintenance windows but also delegate the posting of scheduled maintenance updates to specific agents.More details here. Migration from alert rules to alert workflowsCategory: IT Operations ManagementExisting users of the Alert Management System will be migrated from Alert Rules to the more advanced Alert Workflows. This migration will happen in phases from June 2024 to August 2024. Users will be informed a week in advance before this migration via an in-product message. After the migration, Alert Rules will remain visible but not actionable for a finite period to help users gently transition.To take full advantage of the simplified management capabilities of alert workflows, we recommend users review and consolidate their alert rules into optimized workflows before the migration begins by signing up for the beta program here.More details here. Alert Management enabled by defaultCategory: IT Operations ManagementUsers can get started with the Alert Management module faster with it being enabled by default for all Pro & Enterprise customers. Earlier, users had to go to an IT workspace, click on the Alert Management icon on the Admin page, and then enable Alert Management. But now they’ll straightaway see the Monitoring Tools icons on the Admin page and the Alert option on the left navigation bar, allowing for quicker setup and access. Users who have opted for the Freddy Copilot Add-on will also see the Automated Grouping icon.Modify minimum value for alert reopen intervalCategory: IT Operations ManagementUsers can now set the alert reopen interval up to 0. While earlier users were limited to setting this limit between 10 minutes - 24 hours, with this enhancement users will be able to choose an alert reopen interval between 1-10 minutes as well. More importantly, users will now be able to disable the alert reopen functionality by setting the value to 0. This means that if an alert is closed out and a new alert is generated immediately with the setting as 0, it’ll be treated as a new alert. Search on-call schedules using keywordsCategory: IT Operations ManagementUsers will now see a dedicated search bar at the top of the On-Call Schedules page, labeled ‘Search on-call schedules using schedule or group name’. The search functionality is designed to be quick, responsive, and accurate, ensuring that users can find the relevant schedules without the need to press enter or navigate through multiple pages.This search can also be accessed via Freshservice Public APIs.Export all fields/columns of the software user’s table for all SaaS productsCategory: IT Asset ManagementAgents can now export all the fields/columns of the software user’s table for all SaaS products, expanding insights and reporting options. This enhancement enables comprehensive data export, empowering them to make informed decisions and optimize software usage efficiently. Enhancements in Employee Onboarding/Offboarding Category: Freshservice for Business TeamsHR agents and supervisors can now gain deeper insights into onboarding and offboarding requests with new dashboard filters for child ticket discovery and details on predecessor and successor tickets. The newly added ‘quantity’ field for service items in onboarding kits provides IT agents with accurate demand data.Enhanced Business Rules Limit for Service Catalog Items Category: AutomationWe are updating the Business Rule (BR) limits to support extensive Service Catalogs better. Admins can now create up to 25 Business Rules per service item, providing greater flexibility and scalability for service request forms.More details here.Freddy Copilot Ticket Summary for MobileCategory: MobileAgents can now view and create ticket summaries on the go using the Freshservice mobile app, enabling them to get quick context and resolve tickets faster.Note: This capability will be available before the end of June 2024. Ensure the mobile app is updated to the latest version for access.  On-Call Shift Delegation on MobileCategory: MobileAgents can now delegate their on-call shift to another agent within the group if they are unavailable using the Freshservice mobile app, ensuring continuous agent availability. Note: This capability will be available before the end of June 2024. Ensure the mobile app is updated to the latest version for access.  Integrate Genesys CTI with Freshservice Category: Apps/IntegrationThe Freshservice - Genesys Cloud CTI integration is designed to bridge the capabilities of Genesys' robust calling functionality with Freshservice's enterprise-grade service management. With this integration, agents can effortlessly manage inbound and outbound calls, create new tickets or update existing tickets based on the calls, and easily access each ticket's call history.More details here.  Important UpdatesNotices for new changes/upgrades/deprecation activitiesThe following changes will be made effective by Nov 5th, 2024. Ensure that you’re prepared for it.Fair Usage Policy (FUP) for Freshservice AnalyticsTo ensure that all our customers have an uninterrupted, performant, and smooth reporting experience, we are implementing safeguards in some of our analytics capabilities starting Nov 5th, 2024. Please note that there is no immediate impact to your existing reports. You can continue to create and edit reports without any restrictions.Who will be impacted?If you have created reports, data exports, or schedules in Freshservice Analytics that violate the Fair Usage Policy, you will be impacted by this change.What do you need to do?Ensure all your reports adhere to the FUP before Nov 5th, 2024. Follow in-product instructions displayed starting May 16th, 2024, and resolve FUP violations.More details here. Discontinuation of Legacy Versions of Marketplace AppsWe will discontinue legacy versions of a few Marketplace apps to ensure that you get enhanced and consistent app experiences. To ensure that these apps work as expected without disruptions, you will need to upgrade them by Nov 5th, 2024.Who will be impacted?You will be impacted if you are using any of the older versions of these apps.What do you need to do?Upgrade to the latest versions of these apps.More details here. Discontinuation of AWS Orchestration AppTo ensure that you get both Cloud Discovery and Orchestration capabilities in a single Cloud Management app, the AWS EC2 - Orchestration app will be discontinued on Nov 5th, 2024.Who will be impacted?If you use the AWS EC2 - Orchestration app (for cloud asset actions and custom workflows), you will be impacted by this discontinuation.What do you need to do?You can install the new AWS Cloud Management app and uninstall the AWS EC2 - Orchestration app.If you have workflows that use nodes from the Orchestration app, replace them with new nodes from the AWS Cloud Management app.More details here. Deprecation of the current Sandbox versionTo ensure you experience the enhanced capabilities of the revamped Sandbox in Freshservice, we will be deprecating the current version of Sandbox by Nov 5th, 2024.Who will be impacted?You will be impacted if you have an active Sandbox created using the current version on or before Nov 5th, 2024.What do you need to do?If you have an active Sandbox that belongs to the current version, you can destroy or sync it to enable the revamped Sandbox version in your account. For example, If your account has Sandboxes across three workspaces (Global, IT, and HR), destroy or sync all of them to access the revamped version.More details here. Bug Fixes These were the product defects detected, and they have now been fixed.When a custom object was referenced in a field in the service catalog and another custom object was referenced in a conditional field within the previous field - there were issues in the values that were getting filtered.  In the support portal’s solutions page, when the window is resized and maximized, the page was misaligned. Service request was not working when a business rule was configured with the date field section. Resolution Notes placeholder in email was not picking up rich text content from the field. The project management module was not loading in the Chrome browser when third-party cookies were disabled.

Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Changes to the Freshworks sub-processor listWe will be removing the ‘Sumo Logic’ sub-processor from our list. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures. Write to us at support@freshworks.com if you have any questions about this update.More details here. Cheers!

Upcoming Features and Enhancements Bug fixesUpcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Changes to the Freshworks sub-processor listWe will be removing the ‘Sumo Logic’ sub-processor from our list. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures. Write to us at support@freshworks.com if you have any questions about this update.More details here. Bug fixes These were the bugs detected, and they’ve now been fixed. Unanswered outgoing calls fail to create tickets in Suite accounts. After migration, missed call tickets no longer display the 'to number' in their descriptions. Cheers!

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All features and enhancements below will be available to all customers from May 31, 2024.  Salesforce Connector AppSync contacts, accounts, and custom objects between Salesforce and Freshchat. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Dynamics CRM Connector AppSync contacts, accounts, and custom objects between Dynamics CRM and Freshchat. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Pipedrive CRM Connector AppSync contacts, accounts, and custom objects between Pipedrive CRM and Freshchat. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Snowflake Connector AppSync contacts, accounts and custom objects between Snowflake and Freshchat. Push reporting data into the Snowflake Warehouse.More details here.  Azure AD Connector AppCreate and manage agents from within the Azure AD portal, simplifying user management in Freshchat.More details here.  Custom modules app for FreshchatEnable agents to view Accounts, Deals & other custom modules related to native objects from the conversation inbox in Freshchat.More details here. Freshworks-Axialys integrationIntegrate your Axialys account with Freshchat to offer support over the phone. Manage customer conversations from across channels in one unified inbox.More details here.  Freshworks-Ziwo integrationIntegrate your Ziwo account with Freshchat to offer support over the phone. Manage customer conversations from across channels in one unified inbox.More details here.  Freshworks-Genesys integrationIntegrate your Genesys account with Freshchat to handle phone support. Manage customer conversations from across channels in one unified inbox.More details here.  Connector Apps Billing ImprovementsSimplifying the process of purchasing Connector App tasks directly from the billing page for Freshchat with an improvement to the billing interface. Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Account property-based routingUse account properties as part of conditions in assignment rules to route conversations to specific agents/groups. Learn from KB (Freddy Self Service)Elevate your chatbot's intelligence from the start by using your knowledge base to train your chatbot during bot creation. Proactive Quality Coach enhancements (Freddy Copilot) Agents will soon be able to review their responses for relevancy (with the ongoing conversation) in the reply editor with the Proactive Quality Coach. Freddy Usage Report (Freddy Copilot)Freddy can empower admins to evaluate agents' productivity through Freddy's usage metrics. Live Translation (Freddy Copilot)Freddy will automatically translate agent responses to the customer-preferred language (and customer responses to the agent’s language) to improve the overall conversational experience and significantly improve response times. Narrow down FAQs (Freddy Self Service)Specify the FAQs where your bot should look for answers to your customer’s questions, based on user or conversation properties for contextual, personalized responses. Insightly CRM Connector AppSync contacts, accounts, and custom objects between Insightly CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Copper CRM Connector AppSync contacts, accounts, and custom objects between Copper CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Capsule CRM Connector AppSync contacts, accounts, and custom objects between Capsule CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Zoho CRM Connector AppSync contacts, accounts, and custom objects between Zoho CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Hubspot CRM Connector AppSync contacts, accounts, and custom objects between Hubspot CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Sugar CRM Connector AppSync contacts, accounts, and custom objects between Sugar CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. FullContact Connector AppView customer contact details in FullContact when you create a contact in the Suite. ZoomInfo Connector AppView your customers' company information created from ZoomInfo on the Suite. Google BigQuery Connector AppSync contact, account, and custom module data between Google BigQuery and the Suite. Export your analytics data into Google BigQuery. PowerBI Connector AppUse this app to create and use advanced statistical metrics by exporting your Suite data into PowerBI. Amazon Redshift Connector AppSync contact, account, and custom module data between Amazon Redshift and the Suite. Export your analytics data into Amazon Redshift. Changes to the Freshworks sub-processor listWe will be removing the ‘Sumo Logic’ sub-processor from our list. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures. Write to us at support@freshworks.com if you have any questions about this update.More details here.  Bug fixesThese were the bugs detected, and they’ve now been fixed. Team Inbox bugsInstagram images with a one-time view option appear blank upon revisiting, with no accompanying message. Option to "View the entire article here" at the bottom of descriptions becomes inaccessible due to being obscured by the bottom gradient. Chats within the Freshdesk chat widget are displayed in a random order following a customer's response. Agent’s away messages sent by email are unsuccessful when the sender's email thread lacks a subject. Tooltips for contact fields on the inbox page do not match the configurations set on the contacts page. Clicking the "learn more" link in the Post-resolution Quality Coach right pane does not display the relevant support article. The last updated time displayed in the conversation table view lacks time and year details. Conversations do not load when the inactive filter is applied, even when inactive conversations are present. Attempts to integrate an already integrated SMS number fail without a proper error message. Agents clicking "view ongoing conversation" are not redirected to the correct conversation thread. SMS messages are not sent when a channel is switched from Web to SMS.Admin Experience bugsThe Skills page incorrectly displays agents in the Skills listing that do not match the assigned skill. Despite having restricted view-only access, the "Create Group" button is enabled within Chat Group Settings. Unable to edit & save the canned response category. CMS pages are displayed in the primary language instead of the agent's selected language.Bot bugsArticles with double quotes cause failure to trigger FAQs. Unable to open the parent URL of the bot in the Conversations tab. Group names with spaces are unidentified while searching within the Assign to Group action. Input text box fails to appear in the bot conversion when bot flow consists of “File & Image” as input type. Spanish Latin America translation missing for Ask Another query option. Bot languages are incorrectly set to English despite having another language set as the primary language. Set property with custom variables fails to load in bots. Bot version numbers incorrectly increment to a very high value. An unexpected intent count was displayed while publishing the bot.  Incorrect dialog displayed while selecting the corresponding dialog number linked with the API library. Cached tickets remain in the New state and are not closed by the inactivity timer when the conversation widget is reloaded. OTP node fails to display in the widget when configured as the second dialog node. Bot flow execution stops if a feedback node without conditions is configured and moves the conversation to the agent's queue. Cheers!

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All features and enhancements below will be available to all customers from May 31, 2024.  Salesforce Connector AppSync contacts, accounts, and custom objects between Salesforce and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Dynamics CRM Connector AppSync contacts, accounts, and custom objects between Dynamics CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Pipedrive CRM Connector AppSync contacts, accounts, and custom objects between Pipedrive CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Snowflake Connector AppSync contacts, accounts and custom objects between Snowflake and Freshdesk. Push reporting data into the Snowflake Warehouse.More details here.  Azure AD Connector AppCreate and manage agents from within the Azure AD portal, simplifying user management in Freshdesk.More details here.  Connector Apps Billing ImprovementsSimplifying the process of purchasing Connector App tasks directly from the billing page for Freshdesk with an improvement to the billing interface. Exclude tickets from the list view easilyA new filter added to the default and custom filter menu makes it easy to exclude specific tickets from the ticket view. More details here. Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Bulk Actions enhancementsYou can now make bulk updates to all custom fields and ticket search results. Freddy Usage Report (Freddy Copilot)Freddy can empower admins to evaluate agents' productivity through Freddy's usage metrics. Insightly CRM Connector AppSync contacts, accounts, and custom objects between Insightly CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Copper CRM Connector AppSync contacts, accounts, and custom objects between Copper CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Capsule CRM Connector AppSync contacts, accounts, and custom objects between Capsule CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Zoho CRM Connector AppSync contacts, accounts, and custom objects between Zoho CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Hubspot CRM Connector AppSync contacts, accounts, and custom objects between Hubspot CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Sugar CRM Connector AppSync contacts, accounts, and custom objects between Sugar CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. FullContact Connector AppView customer contact details in FullContact when you create a contact in the Suite. ZoomInfo Connector AppView your customers' company information created from ZoomInfo on the Suite. Google BigQuery Connector AppSync contact, account, and custom module data between Google BigQuery and the Suite. Export your analytics data into Google BigQuery. PowerBI Connector AppUse this app to create and use advanced statistical metrics by exporting your Suite data into PowerBI. Amazon Redshift Connector AppSync contact, account, and custom module data between Amazon Redshift and the Suite. Export your analytics data into Amazon Redshift. Changes to the Freshworks sub-processor listWe will be removing the ‘Sumo Logic’ sub-processor from our list. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures. Write to us at support@freshworks.com if you have any questions about this update.More details here.  Bug fixesThese were the bugs detected, and they’ve now been fixed. Agent experience bugsThe CSAT survey icon is displayed incorrectly in the Time Triggers automation rule if the Advanced CSAT feature is enabled. Reply window with public notes incorrectly displays @mention placeholder. When tickets are forwarded between two portals, customer replies to the ticket are incorrectly captured as private notes. Agent details are missing in Show Activities when multiple agents work on the same ticket. Incorrect display of parent ticket displayed in tickets even when Parent-Child feature is disabled. Ticket export fails if tickets dependent fields with levels 2 and 3. Call notes added are missing in the converted tickets. Activity export is deactivated during currency change. Incorrect display of Chat widget for agents even if the Chat channel is disabled for the agent.Admin experience bugsUnable to send outbound emails if dynamic fields are made mandatory in the Group section. Old CSAT surveys are triggered if the signature placeholder is used despite enabling Advanced CSAT feature. Unable to update an agent’s access permissions from Group to Global. Agent creation fails despite having the required agent count seats.Automation bugsTicket automation rule fails to assign tickets if the agent and contact are the same. Ticket Update automation rule fails to run if additional spaces are identified in the keywords to match.  Automation rules are skipped for tickets with deactivated agents as requesters. Unable to update an existing automation rule if dependent fields are added as conditions.Language BugsIncorrect language displayed on the customer portal while selecting Portuguese as the helpdesk language.Integration bugsAgent replies on WhatsApp tickets violate the 24-hour reply window policy. Cheers!

New Features and Enhancements Upcoming Features and EnhancementsNew Features and Enhancements  All features and enhancements below will be available to all customers from May 31, 2024.  Salesforce Connector AppSync contacts, accounts, and custom objects between Salesforce and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Dynamics CRM Connector AppSync contacts, accounts, and custom objects between Dynamics CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Pipedrive CRM Connector AppSync contacts, accounts, and custom objects between Pipedrive CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Snowflake Connector AppSync contacts, accounts and custom objects between Snowflake and the Suite. Push reporting data into the Snowflake Warehouse.More details here.  Azure AD Connector AppCreate and manage agents from within the Azure AD portal, simplifying user management in the Suite.More details here.  Freshworks-Axialys integrationIntegrate your Axialys account with the Suite to offer support over the phone. Manage customer conversations from across channels in one unified inbox.More details here.  Freshworks-Ziwo integrationIntegrate your Ziwo account with the Suite to offer support over the phone. Manage customer conversations from across channels in one unified inbox.More details here.  Freshworks-Genesys integrationIntegrate your Genesys account with the Suite to handle phone support. Manage customer conversations from across channels in one unified inbox.More details here.  Connector Apps Billing ImprovementsSimplifying the process of purchasing Connector App tasks directly from the billing page for the Suite with an improvement to the billing interface. Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Insightly CRM Connector AppSync contacts, accounts, and custom objects between Insightly CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Copper CRM Connector AppSync contacts, accounts, and custom objects between Copper CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Capsule CRM Connector AppSync contacts, accounts, and custom objects between Capsule CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Zoho CRM Connector AppSync contacts, accounts, and custom objects between Zoho CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Hubspot CRM Connector AppSync contacts, accounts, and custom objects between Hubspot CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Sugar CRM Connector AppSync contacts, accounts, and custom objects between Sugar CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. FullContact Connector AppView customer contact details in FullContact when you create a contact in the Suite. ZoomInfo Connector AppView your customers' company information created from ZoomInfo on the Suite. Google BigQuery Connector AppSync contact, account, and custom module data between Google BigQuery and the Suite. Export your analytics data into Google BigQuery. PowerBI Connector AppUse this app to create and use advanced statistical metrics by exporting your Suite data into PowerBI. Amazon Redshift Connector AppSync contact, account, and custom module data between Amazon Redshift and the Suite. Export your analytics data into Amazon Redshift. Changes to the Freshworks sub-processor listWe will be removing the ‘Sumo Logic’ sub-processor from our list. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures. Write to us at support@freshworks.com if you have any questions about this update.More details here.  Cheers!

New Features and Enhancements Enhancements in web forms You can now customize your web form by adding your brand logo. Admins can enable permissions to other users in their Freshsales account to edit web forms.Learn more  Upgrades to linking social media profiles Easily add social media links for your contact or account by entering the username or the complete URL. This ensures you link the correct social profile and maintain accurate data management.Learn more Business card scanner You can capture the details of a prospect in the CRM by scanning the business card from your mobile device.Learn more Freshsales API add-on You can now avail a limit extension by opting for the API add-on if you exceed the API limits offered in your Freshsales plan. The add-on will be a private SKU at $250/month for API limits of 25k/hour. You can find the add-on listed as Freshsales - API Extension inside the Manage Plans page in your Freshsales account.Learn more  Changes to the Freshworks sub-processor list Category: Security ManagementWe plan to update our sub-processor list and will be adding Cloudflare, Inc to our list. You can find more details about these changes here. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. To know more about these measures, we encourage you to read our Data Processing Addendum and Privacy Notice completely.If you have any questions about this update, please write to support@freshworks.com. Bug Fixes  Customers reported issues with adding users to the CSS account. This has been fixed.  Customers reported issues with the OOO tag being added to the wrong conversation. This has been fixed. Users reported issues updating the Left Navigation bar settings due to validation errors. This has been fixed. Customers reported issues with accessing the phone page from the admin settings. This has been fixed.  The Related Deals section appeared blank when one of the fields was sorted. This has been fixed. Customers reported they could not reschedule custom sales activities using the "pick a date and time" option. This has been fixed. Users reported issues with sending bulk emails due to subscription-related errors. This has been fixed. Issues were reported with email conversation export within the selected time frame. This has been fixed. Customers reported latency issues with newly created fields reflecting in the CRM. This has been fixed.  Customers reported that the Website Embed code feature was missing from their accounts, and some reported chat groups missing from the admin settings. This has been fixed.  Customers with Freshworks CSS Subscription reported issues with sending emails via workflow where it fails with the error "Will not run (Reason: Email limit has been exceeded for workflows)". This has been fixed. Customers reported that the CSV import failed with the error "required fields not mapped" even though the mapping was done correctly. Some reported issues with the error file where columns appear modified. This has been fixed. Customers reported they could not change the lifecycle stage of contacts in the CRM as the lifecycle stage section in the contact landing page was greyed out. This has been fixed.  Customers reported issues with the sales sequence where the sequence triggers emails on weekends even though “exclude weekend” was enabled. Some customers also reported issues with sales sequence execution. This has been fixed. Customers reported issues saving contact scoring settings where the “Save” button was greyed out. This has been fixed.  Customers reported issues with accessing the Analytics feature from the Left Nav bar. This has been fixed.  The territory value was shown as null under the users list even though the value had been updated. This has been fixed.  Customers reported issues updating the deal stage due to a field dependency error. This has been fixed.  Customers reported issues with saving call log notes. This has been fixed. Customers reported issues accessing the “view tickets” section on the contact landing page as it showed an error: “You’re trying to access a hidden section under contact details. Talk to your admin”. This has been fixed.  Customers reported issues with notes not being displayed correctly, as the content was shown beyond the notes section. This has been fixed.  The creation of custom sales activity failed in the sandbox instance with the error “500 Internal Server Error”. Also, there were issues with editing field dependency in the sandbox instance. This has been fixed. Multiple customers reported issues with notes being updated when opened and closed despite no update. This has been fixed.  Contacts deleted by an existing user in the system were displayed as deleted users. This has been fixed.  Customers reported an issue with adding a document to the deal as it fails with the field mapping error. Issues with adding document types were also reported. This has been fixed.  Customers reported issues with updating the custom field of the product module, as the page was unresponsive while trying to save the value. This has been fixed.  When the emails bounced, the bounced tag was not added for conversations under recent activities. This has been fixed. Customers reported issues with editing the "Add deal" action in the workflow, as clicking on it showed a blank page. This has been fixed.  Tags did not appear in search results when added to records. This has been fixed. Email reminders were sent immediately when "Send later" was clicked and the scheduled time was changed. This has been fixed.   Customers reported an error with the lead conversion and deal creation due to a product association error. This has been fixed. ( The sales Account field remained blank despite having a value when trying to edit a contact from the deal. This has been fixed.  The checkbox to select sales activities was not shown when using Hebrew. This has been fixed. Customers reported issues with connecting the calendar in the CRM. This has been fixed. Customers reported that an "invalid date" error was displayed for workflow executions only in the Safari browser. This has been fixed. When a contact was updated via web form, the update email was sent from the CRM, but the URL for the contact was not showing up. This has been fixed. Despite the lack of updates, subscription-type updates were shown twice in the activity timeline. This has been fixed. Dropdowns were not clickable while creating documents from the deals landing page. This has been fixed. Customers reported issues with data mismatch in analytics. This has been fixed.  Decimal was appended automatically to the text field when it was updated via workflow referencing a number field. This has been fixed.  Access to create reports on certain modules was disabled for the account admin role. This has been fixed.   

 Important Update: The analytics support for lookup fields has been delayed and will now be made available in a phased manner between June 15th to 30th 2024, instead of May 30th.Note: All the features/enhancements below will be available on Starter and Growth plans on May 15th, 2024 & on Pro and Enterprise plans on May 29th, 2024.Product version: 2024.R05L.01New Features and Enhancements Measure the impact of Freddy Copilot Enhancements to Similar Ticket Suggestions Custom objects and lookup field enhancements Analytics support for Problem analysis section OAuth Authentication for Freshservice APIs  Custom Roles within Neo Admin Center Custom SSL Enhancements Use public APIs for On-Call Management Integrate Cisco Meraki with Freshservice Use Single Sign On (SSO) for Status Page Reports for Service Health Monitoring Discovery Probe 5.4.0 Improved Cloud Resource Discovery by Probe Identification of IT and Business workspaces Public API endpoints for projects & project tasks Freshservice Mobile App for Intune Important Updates Notices for new changes/upgrades/deprecation activities Bug Fixes New Features and EnhancementsMeasure the impact of Freddy CopilotCategory: IT Service ManagementWith Freddy Copilot designed to enhance agent productivity, tracking its overall business impact is important to understand your Return on Investment with AI. With Freddy Copilot reports, you can now get an overview of the usage trends and the impact-driven across key service desk KPIs.More details here.Enhancements to Similar Ticket SuggestionsCategory: IT Service ManagementGoing forward, similar incidents in Freddy Copilot will be referred to as similar tickets, and this capability will be expanded to cover all types of tickets, including cases, service requests, etc.Additional enhancements to similar tickets include:Enhanced accuracy of AI suggestions. Ability to populate similar tickets across different languages. Categorization of similar tickets into unresolved and resolved categories, facilitating early problem detection and swift actions.More details here. Custom objects and lookup field enhancementsCategory: IT Service ManagementUsers can now associate custom objects with ticket fields for increased flexibility. Additionally, analytics support has been extended to include lookup fields across tickets, changes, and service items, ensuring accurate reporting. The lookup field will be reportable, just as any other association, to empower users to report not just on the lookup field value but also on the associated properties. More details here. Important Update: The analytics support for lookup fields has been delayed and will now be made available in a phased manner between June 15th to 30th 2024, instead of May 30th. Analytics support for Problem analysis sectionCategory: IT Service ManagementAnalytics support is now expanded to the analysis section, covering root cause, impact, and symptoms within the problem module. Users can now filter problems based on whether they are known issues or not.OAuth Authentication for Freshservice APIs Category: IT Service ManagementUsers can now authenticate Freshservice APIs with OAuth credentials as an alternative to API key-based credentials, enabling a more secure way to use Freshservice APIs. Users can exercise better control over app permissions with this method of authentication.More details below:Building and using OAuth apps with Freshservice APIs How to develop OAuth apps Find the OAuth scopes required for Freshservice APIs here.Custom Roles within Neo Admin CenterCategory: IT Service ManagementFreshworks organization admins can now manage user access for specific features of the Neo Admin Center. Custom roles can be created to manage access for permissions such as managing all users, their security, login policies, audit log, or a combination of these as needed.More details here. Custom SSL EnhancementsCategory: IT Service Management Users will now receive the following notifications when accessing the portal and requesting SSL certificates, ensuring enhanced security, reliability, and user experience on our platform.Access Denied for Non-HTTPS URLs:Users attempting to access the portal via non-HTTPS URLs will now encounter an "Access Denied" message. This proactive measure ensures that portal access is limited to secure connections, enhancing overall data protection.This restriction applies in the following scenarios: Until the new SSL certificate is accessed via an "https" URL. In case of SSL certificate creation failure. Request SSL CertificateAdmins will now receive a notification popup when requesting SSL certificates. This enables administrators to schedule necessary changes during non-business hours, optimizing operational efficiency and minimizing downtime.Use public APIs for On-Call ManagementCategory: IT Operations ManagementThe APIs for On-Call Management have now been made public. Users can now integrate the APIs in their existing ecosystem and access them outside of Freshservice web or mobile app. With this enhancement, users will be able to customize their on-call system for their unique needs and integrate with internal and external tools for additional functionalities.More details here. Integrate Cisco Meraki with FreshserviceCategory: IT Operations ManagementUsers can now easily integrate Cisco Meraki network management tool with Freshservice using a new out-of-the-box (OOTB) integration. This will help them monitor the alerts related to their network and devices from within the Alert Management module.More details here.Use Single Sign On (SSO) for Status PageCategory: IT Operations ManagementUsers can now set up Single Sign On (SSO) for internal subscribers of their private status page. For this, they need to visit the new ‘Security Settings’ section under Status Page settings. Users can either use Freshworks’ login or third-party SSO to secure their private status page. They can also provide additional security by specifying IP range restrictions for accessing both public and private status pages.External subscribers will continue to get authenticated using email-based authentication. They can now be identified in the subscriber list using a new filter.More details here.Reports for Service Health MonitoringCategory: IT Operations ManagementUser can now create and schedule reports to analyze the health of their services. The enhanced clarity offered by these reports enables users to promptly address any underlying issues. Key widgets for users to explore include:Service Impacted Aggregated Health Status Alerts Created and Major Incidents Details of Services and Tickets with Resolution Time Impacted Services by Group Impacted Services by Time Trend Graph of Impacted ServicesDiscovery Probe 5.4.0Category: IT Asset Management Discovery Probe 5.4.0 now comes with improved monitoring and system logs for proactive issue identification and detection of inactivity. It also sends discovery errors and aggregated stats to Freshservice, providing valuable insights into probe usage.More details here.Improved Cloud Resource Discovery by ProbeCategory: IT Asset Management We've improved our probe scans to prevent duplication of AWS, Azure, and VMware cloud instances across various discovery methods. In addition to scanning these VMs, Probe can now gather software information installed on these instances.To ensure effective deduplication across these sources, we've introduced a few prerequisites that must be met.More details here. Identification of IT and Business workspacesCategory: Enterprise Service ManagementAdmins will now see the workspace type (IT or Business) on the workspace creation and settings pages. Additionally, they will be able to view the list of functionalities supported in each workspace and the permissions that can be granted to IT and Business agents. Public API endpoints for projects & project tasksCategory: Project ManagementThe new public API endpoints for projects and project tasks help scale processes and streamline workflows thereby increasing efficiency. Here are the details:Users can create, view, and delete Project and Project Task associations to Tickets, Changes, Problems, and Releases. Users can add and update attachments to Projects and Project Tasks. With API endpoints for notes, users can create, update, and delete notes for a task and view all notes against a task. With the View Project Task API, users can access the most recent notes on a task. Users can add one or more members to a project with the ‘Add Members’ API.Freshservice Mobile App for IntuneCategory: MobileCustomers using Intune for mobile app management can now use the new Freshservice mobile app for Intune to impose policies on end users for improved access and security, enabling more governance over how employees use the Freshservice mobile app. If you're not using Intune, please continue to use the existing Freshservice mobile app, which offers the same capabilities.More details here. Important UpdatesNotices for new changes/upgrades/deprecation activities The following changes will be made effective by Nov 5th, 2024. Ensure that you’re prepared for it in your Freshservice account.Fair Usage Policy (FUP) for Freshservice AnalyticsTo ensure that all our customers have an uninterrupted, performant, and smooth reporting experience, we are implementing safeguards in some of our analytics capabilities starting Nov 5th, 2024.Who will be impacted?If you have created reports, data exports, or schedules in Freshservice Analytics that violate the Fair Usage Policy, you will be impacted by this change.What do you need to do?Ensure all your reports adhere to the FUP before Nov 5th, 2024. Follow in-product instructions displayed starting May 16th, 2024, and resolve FUP violations.More details here. Discontinuation of Legacy Versions of Marketplace AppsWe will discontinue legacy versions of a few Marketplace apps to ensure that you get enhanced and consistent app experiences. To ensure that these apps work as expected without disruptions, you will need to upgrade them by Nov 5th, 2024.Who will be impacted?You will be impacted if you are using any of the older versions of these apps.What do you need to do?Upgrade to the latest versions of these apps.More details here. Discontinuation of AWS Orchestration AppTo ensure that you get both Cloud Discovery and Orchestration capabilities in a single Cloud Management app, the AWS EC2 - Orchestration app will be discontinued on Nov 5th, 2024.Who will be impacted?If you use the AWS EC2 - Orchestration app (for cloud asset actions and custom workflows), you will be impacted by this discontinuation.What do you need to do?You can install the new AWS Cloud Management app and uninstall the AWS EC2 - Orchestration app.If you have workflows that use nodes from the Orchestration app, replace them with new nodes from the AWS Cloud Management app.More details here. Deprecation of the current Sandbox versionTo ensure you experience the enhanced capabilities of the revamped Sandbox in Freshservice, we will be deprecating the current version of Sandbox by Nov 5th, 2024.Who will be impacted?You will be impacted if you have an active Sandbox created using the current version on or before Nov 5th, 2024.What do you need to do?If you have an active Sandbox that belongs to the current version, you can destroy or sync it to enable the revamped Sandbox version in your account. For example, If your account has Sandboxes across three workspaces (Global, IT, and HR), destroy or sync all of them to access the revamped version.More details here. Bug FixesThese were the product defects detected, and they have now been fixed.In the drafts folder of the Knowledge base, users were not able to open the attachments.  For apps discovered through Gsuite integration, users who logged in via oAuth were not listed on the Software Users page. An error message appeared on the Workload Management dashboard when any work item was selected. Approval reminders were not being sent to users if they were triggered in business workspaces. In employee journeys, when initiators removed themselves from the initiator field in list view filters, the page broke instead of showing the requests that were accessible to them.

Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Changes to the Freshworks sub-processor listCategory: Security ManagementWe plan to update our sub-processor list. We will be adding the Cloudflare, Inc. sub-processor to our list.You can find more details about these changes here. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures.  Write to us at support@freshworks.com if you have any questions about this update. Cheers!

 Upcoming Features and Enhancements Bug fixesUpcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Changes to the Freshworks sub-processor listCategory: Security ManagementWe plan to update our sub-processor list. We will be adding the Cloudflare, Inc. sub-processor to our list.You can find more details about these changes here. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures.  Write to us at support@freshworks.com if you have any questions about this update. Bug fixesThese were the bugs detected, and they’ve now been fixed. Some agents remain in busy status instead of available after a call has failed and are unable to attend subsequent calls. Some agents observed that incoming calls ring only through headsets when ‘Ring through speaker and headsets’ is enabled.  

 New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  No new features for the month of April 2024.  Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Genesys app for FreshchatAgents can make and receive calls from the Genesys widget in Freshchat/the Suite. Setup call recording, call forwarding, and more with the Genesys CTI app. Custom modules app for FreshchatEnable agents to view Accounts, Deals & other custom modules related to native objects from the conversation inbox in Freshchat. Freshworks-Axialys integrationAgents can make and receive calls from the Axialys widget in Freshdesk. Set up call recording, call forwarding, and more with the Axialys CTI app. Freshworks-Ziwo integrationAgents can make and receive calls from the Ziwo widget in Freshdesk. Set up call recording, call forwarding, and more with the Ziwo CTI app. Dynamics CRM Connector AppSync contacts, accounts, and custom objects between Dynamics CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Pipedrive CRM Connector AppSync contacts, accounts, and custom objects between Pipedrive CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Snowflake Connector AppSync contacts, accounts, and custom objects between Snowflake and Freshdesk. Customers can also push reporting data into the Snowflake Warehouse. Azure AD Connector AppCreate and manage agents from within the Azure AD portal, simplifying user management in Freshdesk. Connector Apps Billing ImprovementsWe are improving the billing interface to simplify the process of purchasing Connector App tasks directly from the billing page in Freshdesk. Changes to the Freshworks sub-processor listCategory: Security ManagementWe plan to update our sub-processor list. We will be adding the Cloudflare, Inc. sub-processor to our list.You can find more details about these changes here. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures.  Write to us at support@freshworks.com if you have any questions about this update. Bug fixesThese were the bugs detected, and they’ve now been fixed. Team Inbox bugsAgents have observed that they are unable to enable Freddy when the Agent profile is in Arabic. The tooltip text shown when hovering over the Rearrange button is inaccurate. Some Agents are unable to download images from chat conversations. Canned reponse dropdown is not appearing for SMS conversations. Summarize conversation is enabled when multiple conversations are selected. The user interface experiences issues when keyboard shortcuts are used. In Firefox, clicking ‘Insert Link’ twice in an email conversation causes the UI to scroll to the top unexpectedly. Admin Experience bugsFreshdesk articles in the draft state get synced with the Freshchat bot. Agents are unable to view the onboarding page after signing up. Bot bugsIncorrect display of Publish and Deploy buttons in Templates. Bot preview does not show the Resolve Conversation node in the bot flow. Unable to import more than 30 Freshdesk FAQ categories within the bot. Unable to clone a bot flow. Incorrect display of custom function names within the Function name dropdown. Save and Map to Flow option missing while creating a new intent. Cheers!

Freshdesk’s all-new Analytics homepage offers a blend of visual appeal and ease of accessibility. Here’s what’s new:📌 Sleek & Clutter-Free Interface: Our revamped homepage showcases enhanced usability, ensuring a clutter-free and intuitive interface. It's now easier to navigate, with a design that's easy on the eyes.📌Organized Access: Find all your reports in one place! Access your Curated, Private, Shared, Owned, and Deleted reports effortlessly from the left pane.📌Bookmark & Filter: Save time by bookmarking your go-to reports under Favorites. Plus, refine your views and find exactly what you need with our enhanced filters.📌 Dedicated Help Center: From video tutorials to interactive self-guided tours, FAQs, and detailed solution articles - we’ve got you covered! To further familiarize yourselves with Analytics, we're introducing:Metric Guide: Your one-stop glossary! This guide has detailed definitions for all metrics and attributes to ensure you're always informed. Contextual Definitions: Now, whenever you're about to choose a metric or attribute in any dropdown across analytics, you'll find a handy definition right next to it. This feature extends to various selections, including metrics, Groupby, filters, etc.Learn more about the new homepage in AnalyticsOther enhancements in Analytics: Multiple scheduler: Admins can schedule the reports to be delivered to multiple stakeholders at different frequencies without cloning reports. Learn more Underlying data filters: Admins can drill down into the underlying data further using filters. Learn moreThis feature is available for all Freshdesk accounts. Reach out to support@freshworks.com for any queries. Thank you for being a part of our community. We're committed to enhancing your experience every step of the way. 🚀

 New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All features and enhancements below will be available to all customers from April 30, 2024.  The all-new Analytics homepage & enhancementsAn all-new Analytics homepage for a seamless experience with easy access to your favourite reports, widgets and underlying data filters.More details here. Multi-schedule ReportsSchedule reports to be delivered to multiple stakeholders at different frequencies, without the need to clone reports.More details here. Custom metrics shortcuts in Analytics Create custom metrics effortlessly from within the respective reports without the need to constantly navigate back-and-forth.More details here. Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Freshdesk-Playvox integrationBoost agent productivity and streamline your everyday support operations with the Freshdesk-Playvox integration. Freshworks-Axialys integrationAgents can make and receive calls from the Axialys widget in Freshdesk. Set up call recording, call forwarding, and more with the Axialys CTI app. Freshworks-Ziwo integrationAgents can make and receive calls from the Ziwo widget in Freshdesk. Set up call recording, call forwarding, and more with the Ziwo CTI app. Dynamics CRM Connector AppSync contacts, accounts, and custom objects between Dynamics CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Pipedrive CRM Connector AppSync contacts, accounts, and custom objects between Pipedrive CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Snowflake Connector AppSync contacts, accounts, and custom objects between Snowflake and Freshdesk. Customers can also push reporting data into the Snowflake Warehouse. Azure AD Connector AppCreate and manage agents from within the Azure AD portal, simplifying user management in Freshdesk. Connector Apps Billing ImprovementsWe are improving the billing interface to simplify the process of purchasing Connector App tasks directly from the billing page in Freshdesk. Changes to the Freshworks sub-processor listCategory: Security ManagementWe plan to update our sub-processor list. We will be adding the Cloudflare, Inc. sub-processor to our list.You can find more details about these changes here. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures.  Write to us at support@freshworks.com if you have any questions about this update. Bug fixesThese were the bugs detected, and they’ve now been fixed. Agent experience bugsIncorrect ticket count is displayed while using the Association Type field. While printing a ticket, the custom field record name is displayed instead of the actual record name.  Agents were unable to access the Power dialer option with Freshdesk. Watcher notifications trigger for the deactivated agent. Incorrect display of Chat Widget topics within Freshdesk. Existing Forward thread messages did not load in a Threads disabled account. Resolution Due by and First Response Due filters threw an error. Recommended features redirected to the CRM page on standalone accounts. When applying negative filters, special characters caused incorrect results. The tickets page throws an error if you’ve applied filters of a higher plan and then downgraded your plan. The multiple-choice dropdown search cursor was invisible at times.Integration bugsIncorrect behavior of the Hide Field App results in hidden fields being displayed on the New Ticket and Ticket Email pages. Unable to access the Shopify app from the Marketplace. Multiple Surveys icon needed when using SurveyMonkey.Translation bugsPriority field options are displayed in English despite having a different agent profile language. Default roles and descriptions are not translated while changing the profile language.Analytics BugsAgent Availability Dashboard incorrectly displays Chat and Caller agent availability. Cheers!

 New Features and Enhancements Upcoming Features and EnhancementsNew Features and Enhancements  All features and enhancements below will be available to all customers from April 30, 2024.  Update on Freshdesk navigationThe ‘Go to Freshdesk’ navigation option will be removed from the dropdown menu in the Suite.  Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Freshworks-Axialys integrationAgents can make and receive calls from the Axialys widget in the Suite. Set up call recording, call forwarding, and more with the Axialys CTI app. Freshworks-Ziwo integrationAgents can make and receive calls from the Ziwo widget in the Suite. Setup call recording, call forwarding, and more with the Ziwo CTI app. Dynamics CRM Connector AppSync contacts, accounts, and custom objects between Dynamics CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Pipedrive CRM Connector AppSync contacts, accounts, and custom objects between Pipedrive CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Snowflake Connector AppSync contacts, accounts, and custom objects between Snowflake and the Suite. Customers can also push reporting data into the Snowflake Warehouse. Azure AD Connector AppCreate and manage agents from within the Azure AD portal, simplifying user management in the Suite. Connector Apps Billing ImprovementsWe are improving the billing interface to simplify the process of purchasing Connector App tasks directly from the billing page in the Suite. Changes to the Freshworks sub-processor listCategory: Security ManagementWe plan to update our sub-processor list. We will be adding the Cloudflare, Inc. sub-processor to our list.You can find more details about these changes here. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures.  Write to us at support@freshworks.com if you have any questions about this update.  

Important update: The new Sandbox is now available for Enterprise plan customers. Happy sandboxing!We had scheduled the launch of the revamped Sandbox for all our users on the Enterprise plan on 30 April 2024. However, we'll now be rolling it out in phases over the next few weeks. This approach will help us ensure a seamless transition for those of you using the legacy Sandbox, and smoothly onboard you onto the revamped Sandbox.Some of you should see the revamped Sandbox already in your Freshservice accounts, while others will receive it shortly. You can continue using your existing Sandbox, and we'll let you know once the feature is enabled on your account. You can monitor this thread for updates.Thank you for your patience and understanding.-Team Freshservice

Join us at Sales Simplified! Get ready to elevate your sales game with Sales Simplified, an exciting virtual event for all things sales on April 30, 2024. Explore winning sales strategies with experts like Neil Patel, Morgan J Ingram, and Jared Robin, listen to customer success stories, and get exclusive updates on the latest Freshsales innovations in AI, automation, and more!Register NowNew Features and Enhancements Note templatesWe are refreshing your note-taking experience in Freshsales to ensure a simplified and consistent documentation process. Quickly add information about your sales calls, minutes of meetings, demos, follow-ups, etc., with ready-to-use templates.Learn more Sales essentials dashboardYou now have an out-of-the-box dashboard as part of Curated Reports to track all the key sales metrics around leads, deals, revenue, and sales productivity. Learn more LinkedIn tasks in sales sequencesCreate and manage your LinkedIn tasks with sales sequences. Upon clicking, the task will automatically open up the related LinkedIn profile so you can take action easily. Learn moreSales sequence templatesWe are introducing templates for sales sequences to help you get started with ease. Explore templates for high-touch and low-touch outreach across email, SMS, LinkedIn tasks, and more.Learn moreAccount 360 revampedThe Account 360 page is getting refreshed with a new look to match the other modules! Your user experience now has an upgrade with enhanced cards and customization options. You can access associated contacts, view data of past deals, and get insights into the account’s history of interactions from one page.Learn more Bug FixesCustomers reported issues with creating quotes from the deals page. This has been fixed. Customers reported issues with the sales account formula field placeholders not fetching values in the document. This has been fixed. Customers reported incorrect contacts being fetched via API using View ID. This has been fixed. Customers reported that the sales sequence metrics were not clickable. This has been fixed. Customers reported they were unable to access custom module records. This has been fixed. Customers using the Freshworks Customer Service Suite account reported they could not access the deal module. This has been fixed. Customers reported formatting issues with the product module's text area field “Description”. This has been fixed. Customers reported they could not edit custom module records when they moved to a different page in the custom module list view page. This has been fixed. Customers reported that deleted fields were displayed in contacts. This has been fixed. Customers reported field values were not displayed in the list view of the modules even though values were present in the field. This has been fixed. Customers reported they could not view imported contacts in the list view. This has been fixed. Customers reported that the UI did not reflect the "Updated_at" field. This has been fixed. Customers reported they could not create envelopes in DocuSign from the Deals page. This has been fixed. Customers reported that the field edit history was not tracked for a few contacts. This has been fixed. Customers reported issues with Sandbox creation being stuck in progress for a long time. This has been fixed. Customers reported that the "Show only stale deals" filter in the pipeline view showed all deals. This has been fixed. Customers reported issues with website integration where the source field was emptied for contact created via the identifycall. This has been fixed. Account team data does not merge when records are merged. This has been fixed. Customers reported that the field edit history incorrectly showed "updated_by" data as automation, even though no automation was set to update the field. This has been fixed. Customers reported journeys not processing the contacts correctly. They hit the exit block and exited the journey. This has been fixed. Customers reported they could not select an email address in the "From" dropdown. This has been fixed. Deals not part of the hierarchy quota were shown under the deals tab in the forecast hierarchy view. This has been fixed.

Drop your answers as comments, answers will be revealed mid next week!  ACROSS3. A field to capture/assign urgency4. You do everything to increase this score6. Be on time7. Try and test new configurations8. Enable customers to help themselves DOWN1. Assess customers' emotions from their tickets2. An occasional agent’s necessity3. Customers come here to raise tickets5. To automatically follow updates on a ticket, you become a ___ ?9. Let AI do its magic!

Important update: The new Sandbox is now available for Enterprise plan customers.Note: All the features/enhancements below will be available on Starter and Growth plans on Apr 16th, 2024 & on Pro and Enterprise plans on Apr 29th, 2024.Product version: 2024.R04L.01New Features and Enhancements Ticket List View Enhancements Enhanced Reply Suggester Granular permission controls for service item fields and approvals  Improved collaboration with ticket sharing Availability of conversation import for Slack Resolution note enhancements  Introducing the Revamped Sandbox  Requester Audit Log Enhancements  Explore a Modern View for Changes Save custom views for alerts Closure rules for major incident ticket type Kubernetes Cloud Discovery Discovery Probe 5.3.0 Jamf Marketplace App with OAuth Authentication  Take Action on AWS Cloud Assets  Enhancements to users table in Software details page APIs for Employee Offboarding Enhancements in parent-child ticket relationships Business rules enhancement Workflow Automator Enhancements Important updates Reminders for upcoming upgrades and deprecations Follow-up to our “Notices for new upgrades/migration activities” communication sent in Nov 2023.The following change will be made effective by May 2024. Ensure that you’re prepared for it in your Freshservice account. Bug Fixes New Features and EnhancementsTicket List View EnhancementsCategory: IT Service ManagementTicket list views have been revamped to enhance flexibility and cater to user preferences:Sorting has been extended to additional fields like dropdowns, dates, checkboxes, etc.  Customize the number of ticket records displayed per page, ranging from 30 to 100. Introduce advanced filters with field type exclusions, association-based filtering, and the option to match all/any conditions. Pro and Enterprise customers can use filters to identify tickets associated with incidents that have been published to the status page. Note: Depending on the volume of tickets in your account, the rollout of these enhancements may be phased, with access expected within four to six weeks. More details here.  Enhanced Reply SuggesterCategory: IT Service ManagementFreddy Copilot Reply Suggester now recommends responses based on the resolution of similar tickets in the past, expanding beyond the knowledge base.More details here. Granular permission controls for service item fields and approvals Category: IT Service Management To enhance permission control, we've implemented the following updates for service items and approvals:Admins must have 'Cancel approval' permission within 'Edit ticket properties -> Edit approval' permissions to cancel pending approvals. Previously, the ‘Play god’ permission was required to execute this action.  Admins require 'Delete service item fields' permission within 'Edit service item' permissions to delete service item fields. Previously, the permission 'Create/Edit Service Items/Service Category' was sufficient to perform this action.Improved collaboration with ticket sharingCategory: IT Service Management To improve collaboration within Freshservice, we have introduced the following capabilities to share tickets with agents and requesters. Tickets can be shared with agents to view public and included conversations (from/to/cc/bcc)  The ability to unshare tickets for both agents and requesters Improved email notifications for shared tickets on ticket activities and developments Easily share tickets with specific agents by @mentioning them in ticket conversations Automatic ticket sharing with workflow automation Users now have visibility into the public and include conversations (from/to/cc/bcc) when a ticket is shared with them. More details here. Availability of conversation import for SlackCategory: IT Service Management The ability to import conversations from Slack to Freshservice has been delayed due to pending approvals from Slack since our previous communication in February. This capability will now be available by the end of April.More details here. Resolution note enhancements Category: IT Service Management Users can now search for tickets based on resolution note content, ensuring swift access to relevant information. Additionally, resolution notes will be made available in print view for enhanced accessibility and documentation.More details here. Introducing the Revamped Sandbox Category: IT Service ManagementUsers can now create perpetual sandboxes and sync changes selectively and bi-directionally with the revamped Sandbox.Note:Customers with active Sandboxes that were created before 30 April 2024 must sync or destroy them to gain access to the latest version. Support for the older version will be limited. Learn more. This feature will be available only on the Enterprise plan.More details here.Important update: The new Sandbox is now available for Enterprise plan customers. Requester Audit Log Enhancements Category: IT Service ManagementWith this enhancement, the identity of an agent (who assumes the identity of a requester and performs actions like updating the requester’s profile or any action that generates an audit log), is displayed under ‘Performed by’. This new audit log can be found in Admin > Audit log. Explore a Modern View for ChangesCategory: IT service managementTo enhance your service desk experience, we have redesigned the change view to a more modern and scalable experience. Starting from April 29th we will introduce this new view for you to explore in phases. You can toggle between the classic view and the modern view for the next 30 days. Once the 30-day period ends, the modern view will be enabled as the default option for all users. Key features of the new UI include:New features  A more scalable and accessible framework to work with  Tweaks to boost the overall experience Improved access to applications and properties filterMore details here. Save custom views for alertsCategory: IT Operations ManagementUsers now have the power to create and save custom views tailored to their needs. This allows users to easily access the alerts most relevant to them by limiting the visibility to just themselves or all agents. Additionally, users can now apply additional filters on ticket association. Plus, with the ability to acknowledge alerts in bulk, handling multiple alerts is now more efficient than ever before.Closure rules for major incident ticket typeCategory: IT Operations ManagementStreamline major incident management process with closure rules that include Post Incident report completion, addition of resolution notes, time entries, completion of associated tasks, and closure or resolution of child tickets. This enhancement improves consistency in major incident management, making way for deeper insights.Kubernetes Cloud DiscoveryCategory: IT Asset ManagementIntroducing the marketplace app for Kubernetes Cloud Discovery. Agents can now discover and manage virtual assets across their AWS cluster accounts and sync them to Freshservice CMDB.The resources discovered include:Namespace, Node, Job, Service, Deployment, ConfigMap, CronJob, ReplicaSet, StatefulSet, DaemonSet, Pod.More details here.Discovery Probe 5.3.0Category: IT Asset ManagementDiscovery Probe 5.3.0 now includes performance improvements to prevent SQL injection attacks, ensuring a more secure environment for your data and applications.More details here. Jamf Marketplace App with OAuth Authentication Category: IT Asset ManagementAdmins can now use the new Jamf for Freshservice app with OAuth authentication for enhanced security and streamlined connectivity.With this integration, admins canAuthenticate Securely: OAuth authentication ensures a secure and seamless login process. Sync Apple Ecosystem Devices: Enable organizations on the Apple ecosystem to sync their macOS, iOS, and tvOS devices managed by Jamf Pro into Freshservice asset management. View Comprehensive Asset Dashboard: Offers a single pane of glass for asset managers to view all devices in Freshservice, including those fetched from Jamf.More info here. Take Action on AWS Cloud Assets Category: IT Asset ManagementWith the new  “Take Action” functionality for AWS Cloud assets, agents can perform quick actions on AWS Cloud assets directly from Freshservice cloud inventory and Incident page. This eliminates the hassle of switching between multiple cloud applications to perform everyday actions. With this functionality, agents canTake quick actions such as powering on/off, restarting, resizing, etc., on your cloud assets directly within Freshservice’s cloud inventory. Automatically identify impacted assets of an Incident and minimize resolution time by taking remediation action with a single click,Note: The AWS Cloud Discovery application has now been renamed and updated to the AWS Cloud Management app. With this new update, users can benefit from Cloud Discovery and Orchestration features from the same application. Please ensure to grant specific asset-level permissions for the Cloud Take Action feature. More details here.Enhancements to users table in Software details pageCategory: IT Asset ManagementAsset Managers can now search, sort and filter for all the fields of the software users table including the dynamic additional data fields.More details here.APIs for Employee OffboardingCategory: Freshservice for Business TeamsWith APIs for Offboarding, admins will now be able to streamline employee departures by automating workflows involved in the relieving process. These APIs facilitate the automated creation of offboarding requests and provide access to view existing requests and associated tickets. More details here.Enhancements in parent-child ticket relationshipsCategory: Freshservice for Business TeamsAgents will now be able to add any type of ticket as a child ticket to any other type of ticket. This would foster stronger collaboration between IT and different business teams by linking dependent action items with such ticket relationships. Newly introduced ticket relationships are ‘Incident’ / ‘Major Incident’ (parent) and ‘Service Request’/’Case’/’Query’/’Issue’/”Request’ (child) and vice-versa. More details here.Business rules enhancementCategory:  Workflows/AutomationAdmins can now hide the status field in ticket forms using business rules. This enhancement provides greater flexibility and customization for managing ticket statuses based on user roles and groups.Impact Areas:When a business rule is set to hide certain statuses for specific users, the following UI areas will be affected:New Ticket Creation Page: The status field will be hidden according to the specified business rule.   Ticket Details Page: The status field will be hidden based on the defined business rule.   Reply To and Add Note Option: The status field will not be visible if the "close" status is disabled for that user.   Close Option in Top Right: The "close" option will be hidden if the "close" status is disabled for the user.  Workflow Automator EnhancementsCategory: Workflows/AutomationWe have introduced a couple of enhancements to "Event" block in the workflow automator. Firstly, with the addition of the new event, "Department is updated”, admins now can define workflow triggers based on changes to the department.For instance, when a department is updated for an employee, admins can set up a workflow trigger to automatically send notifications, modify service assignments, or make other relevant configurations based on the updated department information.Additionally, admins can now easily define workflow events from Lookup dropdown fields with the new " Any to Any" option, eliminating the need for static "from" and "to" values. This enhancement offers greater flexibility and simplifies the process of setting up workflow conditions. Important updatesReminders for upcoming upgrades and deprecationsFollow-up to our “Notices for new upgrades/migration activities” communication sent in Nov 2023.The following change will be made effective by May 2024. Ensure that you’re prepared for it in your Freshservice account. [Rollback] Incremental Data Exports in FreshserviceWe will NOT be upgrading to Incremental Data Exports from May 1st, 2024 as communicated in November, 2023 and will continue to support Full Data Exports until further notice.What can you do?If you are currently exporting large data volumes and would prefer a faster way to get your data exports, we encourage you to try Incremental DataExports. Please reach out to us at support@freshservice.com and we will enable it for you.More details here. Discontinuation of the legacy Slack Servicebot App As the new Servicebot supports enhanced capabilities, the legacy version of Slack Servicebot app will be discontinued by May 1, 2024Who will be impacted?If you are currently using legacy Slack Servicebot app for ticket notifications, you will be impacted by this deprecation. What can you do?Please install our new Servicebot from the Freshservice Marketplace. More details here. Discontinuation of Conversational UIAs Freshservice prepares to focus only on the latest version of the support portal and collaboration platforms like Slack and MS Teams., the legacy Conversational UI platform will be discontinued by May 1, 2024.Who will be impacted?If your employees currently use the legacy Conversational UI interface of the support portal for their everyday requests and interactions with Freshservice, you will be impacted by this discontinuation. What can you do?You can choose from any of the following options:  Freshservice No-code portal Virtual Agent Freshchat Integration Use the Freshservice Support portal & make it your own with our intuitive no-code customization capabilities.   No-code Designer Portal   Leverage our Virtual Agent which offers support within collaboration apps like Slack and MS Teams.   Setting up Servicebot for Slack Getting started with Servicebot for MS Teams  Explore our Freshchat widget integration within your Freshservice portal at a small additional cost, and get live chat support.   Freshchat Integration   If you have specific use cases that you would want us to help you with, please reach your customer success manager, or write to us at support@freshservice.com.More details here. Discontinuation of Canned Response Suggester & Solution Article SuggesterSince the new Reply Suggester, which is part of our currently available Freddy Copilot offering, is an enhanced version of both the Canned Response Suggester (CRS) and Solution Article Suggester (SAS), and can perform more meaningful actions, these will be discontinued by May 1, 2024.Who will be impacted?If you were using either CRS or SAS, you will be impacted by this discontinuation. What can you do?Try out the Reply Suggester feature in Freddy Copilot. It is available as a part of the Freddy Copilot paid add-on. Note: Users will be able to create and use canned responses and solution articles. Only the ‘suggester’ (that intuitively suggests responses or articles) will be discontinued.If you have further queries, please write to us at support@freshservice.com. More details here. Bug FixesThese were the product defects detected, and they have now been fixed.Business rules to hide bundled service items were not working as expected, in the Agent Service Request page.  On-call notifications were not getting triggered in some cases when the agent group was re-assigned using a workflow. Fixed an issue where on-call notifications were not triggered in a few cases where incidents were getting updated via alert rules. Changes made to the Planning field were not reflected on the mobile app.  ‘Copy URL’ on Project Tasks earlier displayed an internal URL, now it correctly displays the the account URL/domain.   Effort allocation for Tickets in Workload Management earlier did not reflect any changes when the planned (start/end) dates were modified.

Bug fixesThese were the bugs detected, and they’ve now been fixed. Some agents reported a sudden decrease in credits. Some agents observed two calls being connected to the same agent.  

 New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All Below features and enhancements are available to all customers from March 31, 2024.  Phone channels page updateThree of our latest telephony integrations (Dialpad, Amazon Connect, and Five9) are now listed on the Phone Channels page for easier discoverability.More details here.  Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Email bot for Freshchat (Freddy Self Service)Your bots will respond and deflect repetitive, low-touch questions on the email channel of Freshchat with the most relevant solution articles. Narrow down FAQs (Freddy Self-Service)Offer personalized responses to customers by narrowing down the FAQs for your bots to use based on properties (user, conversation, or bot variables). Bug fixesThese were the bugs detected, and they’ve now been fixed. Team Inbox bugsAgents are unable to append conversations to existing tickets as the Select label option is not functioning. In the Post resolution quality coach section, the name of the Account Admin along with the Agent is displayed, although the Account Admin did not handle the conversation. Conversations get assigned to inactive Agents instead of Active ones. Some Agents are unable to remove attached files when the chat widget is in compact view as the delete button is hidden. Unable to tag Agents on private notes for some WhatsApp conversations. Emojis sent from Slack are not displaying correctly on Freshchat. Formatted texts sent from Slack are not displaying correctly on Freshchat. Some Agents have observed that there is text misalignment when the conversation subject is long. Some agents can only view a few conversations out of many that appear in search results. Some Agents reported that the count for certain views is continuously loading. Admin Experience bugsSome Agents have not received scheduled reports set to be sent daily. While adding a transparent logo to bots, some Agents observed a faint logo of the user beneath the bot logo. Bot bugsFailure in importing bots. Mismatch in Conversation Status between Chat and Bot. Display order is skipped in the Flows page when a template with Resend OTP Module is imported twice. Enabling NLP from the banner in the Omni account fails if "Learn from FAQs" is enabled. Resend OTP quick action is missing while importing OTP dialog. Error banner not displayed for button text exceeding 20 characters in unpublished bot version. Bot variables are not updated while changing values in Set Property Node action. Templates imported from Freshsales instance missing while filtering. Duplication of Flows while cloning Node groups with configured Natural Language Feedback. Inconsistent phone number validation between chat and bot. Conversation widget template bot preview fails to load for the second time. Bot incorrectly considers the Yes/No button on the Ask feature as feedback. Incorrect customer update events sent before name validation. Customer name property updates despite the invalid name input. Flows are invisible while executing actions with group assignment. Unable to migrate bots with more than one answer bots.