What's new with Freshservice

Advanced ITAM enhancements

Introducing powerful enhancements to Freshservice’s Advanced ITAM integration (powered by Device42).

Enhanced filtering capabilities

Monitor Freddy Copilot usage across different features, users, and associated entities like tickets and articles with custom reports. Filter changes within the Change List API using query hashes. This improvement provides a more targeted and efficient way to retrieve specific change records.

Field groups in user fields

Create and manage field groups to organize related user fields into collections. Role-based access controls would ensure that only authorized users can view or edit fields in these groups.

Freddy AI Agent for IT

Enhance employee experience and revolutionize first-line support for your team with Freddy AI Agent, powered by the advanced GPT-4o model and improved search. Empower employees with 24/7 personalized assistance using powerful AI that's trustworthy and easy to adopt.

Enhanced Freddy Copilot Reporting

Monitor Freddy Copilot usage across different features, users, and associated entities like tickets and articles with custom reports.

Intent-based Reply Suggestions

Offer extended assistance to agents throughout the ticket lifecycle with responses based on the resolution as well as the overall intent of the inquiry, making replies more relevant and aligned with the needs.

New HCM Connector Apps

Enables HR teams to automate critical employee workflows such as onboarding and offboarding based on new hire or termination data available on the HCM system.

Live Translation enhancement

Auto-translate offline responses during away mode, now supports 18 languages.

Automated Agent Handoff

Chatbots (Freddy AI Agent) will transfer conversations to an agent or group, or trigger a flow to collect more info.

Auto-detect customer language

Chatbots (Freddy AI Agent) will detect changes in the customer language and switch to the new language.

Custom property based reporting

Generate reports based on custom properties to gain deeper insights into chatbot (Freddy AI Agent) interactions and user data.

Portal settings revamp

Admins can access both the 'Customize' and 'Edit' menus from the same interface, streamlining their workflow and eliminating the need for separate navigation.

Unified admin experience

Set up, manage, and customize features like ticket collaboration, ticket updates, AI agent support, and on-call management seamlessly in a single, streamlined flow with the new unified admin experience.

Embed status page widget & badges

Embed status page badges and widgets on any webpage and seamlessly update end-users about outages or maintenance directly via customer-facing websites and internal portals without visiting the status page.

Workspace Organizer tool

Copy configurations and move business teams tickets from the primary workspace to new workspaces with the Workspace Organizer tool.

Track and manage eSignature usage

Monitor eSignature usage with a dedicated report in analytics and track usage per workspace within the Document Template setup.

Translate incoming tickets

Cut response time and boost employee satisfaction by translating tickets into their preferred language with Freddy AI Copilot.

Auto refresh for Tickets and Changes

Get real time sync and complete visibility on tickets and changes.

Introduction of CAB APIs

Get API support to create, read, update, and delete Change Advisory Board entries.

Auto-generate test cases

Get ready-to-use test cases generated automatically with the power of AI, thus saving overall time in the end-to-end QA cycle.

Change Management for DevOps

Track and align software development with Freshservice Change and Incident management  with Azure DevOps, Github and Jira Connector apps.

Deflect email queries with email bot

Quickly deflect email queries by automatically suggesting relevant help articles.

Scheduled maintenance permissions

Give agents the permission to create and manage updates about scheduled maintenance on the status page.

Migration: Alert rules to alert workflows

Existing users of the Alert Management System will be migrated from Alert Rules to the more advanced Alert Workflows in phases from June 2024 to August 2024.

Customize status page look and feel

Fine-tune the look and feel of your Status Page with various customizations that could help with branding, support, SEO, and more.

Integration with ServiceNow Connector

Automate data sync between systems to provide enhanced visibility and efficiency while collaborating with multiple stakeholders.

Integration with ServiceDesk Plus Connector

Automate data sync between systems to provide enhanced visibility and efficiency while collaborating with multiple stakeholders.

Integration with Five9

Enhance your team's productivity and provide superior customer service through seamless call management within the Freshservice dashboard.

Integration with GoTo Resolve

Enable agents to provide superior support and faster resolutions through robust remote access capabilities.

Freddy AI Copilot reports

Get an overview of the usage trends and the impact-driven across key service desk KPIs with Freddy AI Copilot reports.

Authentication for Freshservice APIs

Authenticate Freshservice APIs with OAuth credentials as an alternative to API key-based credentials, enabling a more secure way to use Freshservice APIs and exercise better control over app permissions.

Single Sign On (SSO) for status page

Set up Single Sign On (SSO) for internal subscribers with either Freshworks’ login or third-party SSO to secure a private status page. Provide additional security by specifying IP range restrictions for accessing both public and private status pages.

Enhanced Reply Suggester

Get responses based on the resolution of similar tickets in the past, expanding beyond the knowledge base from Freddy AI Copilot Reply Suggester recommendations.

Revamped Sandbox

Create perpetual sandboxes and sync changes selectively and bi-directionally with the revamped Sandbox.

Kubernetes Cloud Discovery

Discover and manage virtual assets across their AWS cluster accounts and sync them to Freshservice CMDB.

Task Reordering and Dependency

Reorder and define task dependencies associated with parent entities to match priority and execution sequence.

Workflows for Alerts

Resolve incidents faster with a deeper analysis of alerts using workflows.

Custom metrics & attributes

Create your metrics & attributes for comprehensive project reporting.

Unlock productivity for your support staff

Equip your IT staff with GenAI assistance to enhance service delivery, focus on work that matters and optimize processes intelligently.

Connector Apps Integrations

Workday and Bamboo HR Connector Apps are the first of many HCM app integrations with Freshservice that allow two-way sync.

Dark Theme option

Agents can now opt for the dark theme to reduce eye strain and improve focus.

Resolution note generator

Agents can now create resolution notes for each ticket to aid quick references and faster service delivery.

Delegate form submissions

Stakeholders involved can delegate form submissions assigned to them during their absence.

Freddy AI Insights service operations

With Freddy AI Insights, equip decision-makers with relevant insights at the right time in a conversational way. Beta.

In-product Analytics Homepage

Agents can now access clutter-free reports, trash, settings, and an option to favorite reports.

Discovery Probe 5.2.0

The updated version brings stability and performance improvements, ensuring a smoother asset discovery experience.

Freddy AI Copilot Beta Pro plan

Empower high-performing IT staff with generative AI-powered productivity and efficiency tools - now on the Pro plan.

Escalation policies

Users can now experience greater control and ease in designing on-call escalations with the introduction of Escalation Policies.

Enhanced Workflow Management

Introducing a suite of enhancements to empower your organization’s performance with workflow management.

GCP Cloud Discovery

Agents can now discover and manage virtual assets across their GCP accounts and sync them to Freshservice CMDB.

Generative AI-powered tools (Beta)

Empower high-performing IT staff with generative AI-powered productivity and efficiency tools.

Modern view for problem management

We have redesigned the Problems view to a more modern and scalable experience.

Status page customizations & deletion

Users can now benefit from multiple highly sought-after enhancements in the Status Page.

Service request & change approval

Users can now expedite responses for tickets and change requests using the Approve and Reject buttons in email notifications.

ServiceBot on MS Teams supports all Freshservice languages

All the actions and labels will be automatically translated based on your service desk language preferences.

Ticket collaboration on Slack (Beta)

Users can initiate conversations on Slack from within the Freshservice ticket details page.

Custom metrics and attributes

Users can now create their metrics & attributes for more granular reporting.

Advanced role management

Single and multiple MSP accounts will be enabled with two different types of roles: Agent roles and Admin roles.

Ticket collaboration on MS Teams (Beta)

Agents can initiate conversations on MS Teams from within the Freshservice ticket details page.

Enhanced task list view

Agents can now access the streamlined and intuitive task view with effective filtering and sorting.

Employee offboarding

HR requestors can streamline different off-boarding workflows across business functions.

Ticket Collaboration on MS Teams

Users can instantly initiate conversations with relevant stakeholders on MS Teams from within the Freshservice ticket details page.

Self service employee document generation

Admins can set up customizable employee document templates and connect those to service catalog items for instant auto-generation.

Publish announcements on Slack

With ServiceBot, admins can post announcements on Slack. Employees will receive it as direct messages or on channels they are a part of.

Major Incident Management [Beta]

Users will now be able to minimize the impact of service disruption with Major incident management.

Zoom Meetings in Freshservice [Beta]

Users will now be able to collaborate on incidents using Zoom Meetings in Freshservice.

Enabling workspaces

Workspaces will be enabled for all accounts (including existing customers) in Service Desk mode across all pricing plans of Freshservice.

Public status page

Users will now be able to publish public updates about service status from within Freshservice.

AI agent on Slack public channels

With Servicebot’s AI agent on public channels, employees do not need to invoke the bot to get their questions answered.

More monitoring tool integrations

Users now have the option of two new out-of-the-box integrations in the Alert Management module: Splunk and Auvik.

Report sharing in analytics

Agents can now share reports with specific stakeholders and choose from a host of access permissions.

Scheduled workflows

Admins can now create time-based workflows that can be scheduled to execute at a specific time of the day or week.

Task form customizations

Admins can now customize individual task forms for ticket, problem, change, and release tasks individually.

SaaS discovery & sync

The discovery and sync process is now enhanced for the Dropbox, Slack, Smartsheet, and OneLogin integrations.

Enhanced ticket view for Workspaces

We made significant improvements to the ticket experience which is now available with Workspaces.

Kanban board customization

Project admins or Account admins can define and choose the information that will be displayed on the kanban board cards.

Microsoft Teams & Slack updates

Bring better context for tickets and a set of service requests into Slack and Microsoft Teams.

No code portal plan availability

The portal designer is now available for all Growth, Pro, and Enterprise plan customers who signed up before November 18th, 2022.

Freshservice for Business Teams

Extend IT service management to HR, Facilities, Finance, Legal and other teams on one platform.

Workload Management

Plan, visualize, and balance workload across Freshservice from a single location.

Service Health Monitoring Enhancement

Change the aggregation criteria of alerts received via emails, access a new field called “Health” to indicate status of a service under Assets, and on-call agents will have notifications re-triggered when an incident re-opens.

Service Health Monitoring

Users can gain a service-oriented perspective on the state of their digital operations.

New Billing Experience

Freshservice signups from November 23, 2022 can now view and manage subscriptions through the Unified Billing Experience (UBX) within the Neo Admin Center.

SaaS Management Sync Update

The discovery and sync process is now enhanced with better visibility, background sync status refresh, improved API rate limit optimisation, and user deletion sync.

No-code end user portal builder

Skip bulky code management to create accessible, localized portals the no-code way.

Service Request Approval

Requesters can now edit service requests post-rejection. View Approval/rejection reason on the New approver layout in the support portal.

Revamped Admin Page

Admins can easily navigate the configurations with outcome-based reorganization and suitable name changes.

Sharing Tickets with other Requesters

Requesters can now share service requests and tickets with their subordinates.

Notify On-Call Agents on WhatsApp

On-call agents can now receive notifications and respond to them over WhatsApp.

Approval via Email

Change and service request approvers can now respond to the requests (approve/reject) directly from their inboxes.

Redesigned Tickets Experience

We have done a significant overhaul in the ticket experience, giving you faster performance, improved readability, and better accessibility.

AI agent

With hybrid responses & feedback controls in AI agent, reduce the number of times your employees resort to ticket creation.

Team Dashboards

We have increased the limit of team dashboards from 05 to 20.

Alert Management

Users can now refer to Activities tab on Monitoring Tools list page to understand the status of their integrations.

On-call Management

Resolve incidents faster by enabling multiple agent groups to swarm in and collaborate at once.

Analytics

Build reports faster with lesser number of clicks and transitions using enhanced analytics platform. 

OLA Policies

Admins can now define internal Operational Level Agreements (OLA) on tasks. 

Timer Node [beta]

Trigger escalation emails, send reminders, grant access to agents for a stipulated amount of time, by adding time delay to workflows.

Cloud Management 

Mitigate complexity of multi-cloud environment with a clear view of assets and automate cloud operations.

Device 42

With Device42 discover and sync, Business apps and their relationships, Device warranty and Contracts.

Analytics

Users can now export service items and asset type-specific fields using analytics data exports.

On-call Management GA

This module is now available to Growth plan and trial customers.

New-Gen Project Management

Users can now read, create, update and delete projects and project tasks via APIs.

On-Call management

Increase the escalation interval across all levels by up to seven* days. Earlier limited to 30 minutes. 

Upgrade from Reports module

To empower our users with a more robust analytics solution, we are upgrading users to the Analytics module

Upgraded APIs

To empower users with improved API consistency, we are deprecating API V1 and moving to API V2.

Expression Builder Node

Build complex expressions and perform String, Date, Numeric and Logical operations on data within workflow.

Business Impact for Change

Associate ‘Impacted Services of a Change’ and automate approvals based on the ‘impact’.

 Automated grouping for alerts

Beta - Reduce alert noise and create contextually rich incidents using Automated Grouping. 

Email Authentication

Enhance IT security from spam, phishing, and spoofing using SPF and DKIM email authentication. 

Neo Admin Center

Configure idle session timeout duration for user sessions from the session management section.

Email as Channel 

Receive events and alerts from monitoring tools in the form of emails. 

 On-Call for Slack

On-call agents can now acknowledge, escalate and resolve incidents directly from Slack.

Table view for tickets

Bringing a modern and robust user interface table view, with fewer clicks and a better experience.

New Orchestration apps 

Invoke operations like file, folder, and permission management on Microsoft OneDrive.

On-Call Management Beta

Limit the disruption caused by critical incidents and restore business operations faster.

MSP support for AI agent

Enable AI agent for MSP on enterprise plans, where all the portals are used by employees of same company.

Kanban Board for Tickets

Identify, analyze and prioritize work by visualizing complex tickets set in stages for better visibility across teams.

More apps for SaaS management

Integrate with DocuSign, Smartsheet, and Box to track and manage their usage right within Freshservice.

Freshdesk-Freshservice integration

Automate repetitive tasks on Freshdesk and assign or prioritize requests in Freshservice from Freshdesk.

VMWare Cloud Discovery

Discover and manage virtual assets across VMware Vcenter accounts and sync them to Freshservice CMDB.

Create tickets within MS Teams

Empower users to create new tickets from existing messages in Teams Groups and Chats. 

Freshservice Cloud Discovery

Sync resources from Azure, AWS cloud into Freshservice CMDB to view and manage physical and virtual CIs.

Free trial for SaaS

Enable 14-day trial from Admin > SaaS management, to discover, manage and optimize your SaaS applications.

Web Request Node

Trigger API calls from the workflow automator to all 3rd party tools that use REST APIs.

Restricted Groups

Limit agents and admins with global scope from accessing sensitive tickets by using restricted groups.

Business Rules for Service Request

Create and maintain no-code dynamic forms for service items using business rules.

Project Integrations

Integrate software development projects with source control tools such as GitHub & GitLab apps. 

Customize Business Hours

Customize business hours for different tickets by creating conditions based on custom ticket fields.

Powershell support in Workflows

Trigger Powershell Commands on a remote windows machine from Freshservice Workflow Automator.

Business Rules for Changes

Customize change forms with show/hide, enable/disable, and mandate/non-Mandate field(s).

Time Entry Fields

Add custom fields to time entries to allow agents to track additional information as part of time tracking.

Dynamic Placeholders

Customize placeholder values in workflows, and perform a number of string, numerical, and date operations.

Assets fields using Reader Node.

Read additional details about an asset, send approvals, assign tickets, and more using reader node.

Copy/Clone a Node

Configure workflows faster by copying multiple nodes within a workflow.

Custom SSL 

Changes to custom SSL set-up for Freshservice accounts signed up after Feb 18, 2021.

Multi-Select Dropdown 

Customize your change request form with the new multi-select dropdown field type.

Gantt charts

Visualize the overview of project tasks, sub-tasks, and their status against a linear timescale.

Orchestration Server

Orchestrate and automate actions on applications and infrastructure that are hosted on your private network with the help of Orchestration Server.

SaaS Management

Manage SaaS estate in a single pane, get 360°view and optimize usage with insight-driven actions.

Supervisor rules 

Automate tasks based on how long a ticket has been in a particular custom status using supervisor rules.

AI agent Microsoft Teams Beta

Deliver IT support to employees in the channels where they are and save agents’ time on tasks that can be automated.

Alert Management 

Get a holistic view of your IT infrastructure health from a single pane by connecting your monitoring tools with Freshservice.

Orchestration Center

Automate frequent requests such as password resets, user provisioning/de-provisioning, and much more.

New-gen Project Management

Bring IT service and project management together on one single platform.

New Access Control Architecture

Enforce fine-grained access and choose an agent’s scope for every role explicitly.

Team Dashboards

Handpick and curate KPIs required for teams by creating team dashboards for specific groups.

Freshchat Integration

Enable your agents to have real-time conversations with your requesters with Freshchat integration.

Task Automation

Set up a sequential process flow across teams by automating the creation and assignment of tasks.

Business Rules for forms

Create no code dynamic forms, perform conditional actions on certain fields, control ticket lifecycle on forms.

Employee Onboarding

Predefine role-specific onboarding kits and, quickly manage and route your onboarding tasks to the right teams.

Knowledge base 2.0

Set up approval processes within knowledge base, assign selected agents as approvers to specific folders.

Service Bot for Slack

Receive notifications when tickets are assigned to groups, make updates to ticket properties right from Slack

Change Activities

View all the granular activities performed on a change request using change activities.

Workflow Automator Enhancements

Admins can now choose to delete either a YES (or) NO condition branch in a workflow.

Asset Automations

Increase efficiency and save time on repetitive tasks across the asset lifecycle.

CAB Huddle

One-stop for agents to prioritize changes, effortlessly execute CAB meetings, and approve changes right away. 

KnowlegeBase 2.0

Knowledge base 2.0 comes with brand new editor, better formatting controls for editing your documents.

Microsoft Teams Integration

Update, respond, and receive notifications about new tickets right from MS teams. 

Microsoft Teams Integration

Push notifications to MS Teams about new tickets, update or respond to the tickets with Freshservice Bot.

Freshrelease Integration

Bring projects and ticketing closer to enhance the collaboration between the IT and development teams.

Closure Rules

Admins can ensure tickets are under check and not closed as and when required by the agents.

Ask Freddy

Ask questions in plain English and get answers fetched by Freddy in the form of widgets.

Maintenance & Blackout Window

Maintenance is the timeframe where the changes can be scheduled to deploy & Blackout is the timeframe where the changes are avoided from getting deployed

Device 42 Integration

Sync devices and their inter-relationships discovered by Device42 to Freshservice asset management.

Service Request Fulfilment

Agents can search for an item in stock and allocate it to the user within the ticket’s page.

Conversational Portal

Users can chat with your self-service portal to raise a ticket or request a service item.

Thank you Detector

Intuitively detect when end-users respond with a thank you note and prevent resolved or closed tickets from reopening.

Sandbox

Create an out-of-the-box test environment to test out workflows and configurations before syncing them to your Freshservice account. 

User Fields

Create custom fields to fetch additional information specific to both agents and requesters

Field Suggester

Field Suggester powered by Freddy uses machine learning to suggest field values to incoming tickets. 

Custom Dashboard

Display of data in real-time that reveal critical insights that lead to better decision-making, improved productivity and enhanced performance.

New Employee Onboarding

Now IT teams can seamlessly collaborate with HR teams & reporting managers to efficiently onboard new employees and improve employee satisfaction.

Marketplace Apps

Developers can now run apps on the assets detail page similar to the ticket and change detail pages. 

Scheduled Data Exports

You can schedule Freshservice data to be exported periodically through an API URL. This can be fed into any reporting/BI tool. 

Change Audit Logs

The enhancement allows you to track modifications done on Change Forms and Change Lifecycle admin sections. 

Freshcaller Integration

You can now integrate Freshcaller with Freshservice. This enables IT teams to receive and make calls from within Freshservice.