What's new with Freshservice
See highlights from our monthly product updates
Product Updates 2025
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Freddy AI Agent moves to GA
Empower employees with 24/7 personalized assistance using powerful AI that's trustworthy and easy to adopt.
Pre-publish draft workspace reviews
Publish service items or solution articles while the workspace is still in 'in-setup' mode (previously called 'draft' mode).
Enhanced Automation Scheduler
Create and manage automation schedules more intuitively and with greater flexibility.
Maximize business impact of Freddy AI Agent (Beta) with ROI reports
Gain insights into Freddy AI Agent's performance and adoption to optimize efficiency and ROI. Identify gaps and improve self-service capabilities by analyzing usage trends and deflection rates.
Enhanced Survey Experience
Get more flexibility in collecting feedback. Surveys can be scheduled independently and no longer need to be linked to a ticket.
Pre-built document templates for different departments
Access prebuilt document templates for common employee requests across departments such as IT, HR, Legal, Finance, and Facilities.
Multi-lingual support for Service Catalog
Deliver a seamless multi-lingual service catalog experience for employees by uploading translations for custom strings related to helpdesk languages.
Public APIs for status page
Use publicly accessible APIs to review, create, update, and delete status page incidents, schedule maintenance, and associated updates.
Product Updates 2024
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Alert Suppression during Maintenance Windows
Alert Suppression during Maintenance Windows Suppress alerts and prevent them from creating incidents or triggering notifications when any asset is under maintenance.
Asset field addition in document generation
Asset field addition in document generation Add asset fields in document templates to enable clear record-keeping and acknowledgement of assigned and returned assets.
MS Excel Exports in Freshservice Analytics
MS Excel Exports in Freshservice Analytics Download tabular data or export data to email or schedule data pertaining to a specific widget or a report in the .XLSX (MS Excel) format.
Advanced ITAM enhancements
Advanced ITAM enhancements Introducing powerful enhancements to Freshservice’s Advanced ITAM integration (powered by Device42).
Enhanced filtering capabilities
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
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.
Product Updates 2023
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Holiday theme enablement
Bring the spirit of the festive season into your everyday experiences with our holiday theme.
Delegate form submissions
Stakeholders involved can delegate form submissions assigned to them during their absence.
Sandbox support for MIM
Pro and Enterprise customers can now design and test their Major Incident Management process in their sandbox accounts.
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.
Product Updates 2022
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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.
Product Updates 2021
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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.
Product Updates 2020
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User Lookup Fields
Trigger emails or approvals to the users selected in the look-up fields of service item forms.
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.
Product Updates 2019
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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.
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