ITSM Product Updates | Upcoming Features & Updates in Freshservice

Ticket collaboration on MS Teams (Beta)

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

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Enhanced task list view

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

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Employee offboarding

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

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June 2023

Ticket Collaboration on MS Teams

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

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Self service employee document generation

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

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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.

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May 2023

Major Incident Management [Beta]

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

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Zoom Meetings in Freshservice [Beta]

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

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Enabling workspaces

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

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Public status page

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

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April 2023

Virtual Agent on Slack public channels

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

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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.

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Report sharing in analytics

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

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March 2023

Scheduled workflows

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

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Task form customizations

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

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SaaS discovery & sync

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

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Enhanced ticket view for Workspaces

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

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February 2023

Kanban board customization

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

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Microsoft Teams & Slack updates

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

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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.

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January 2023

Freshservice for Business Teams

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

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Workload Management

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

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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.

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December 2022

Service Health Monitoring

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

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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.

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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.

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November 2022

No-code end user portal builder

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

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Service Request Approval

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

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Revamped Admin Page

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

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October 2022

Sharing Tickets with other Requesters

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

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Notify On-Call Agents on WhatsApp

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

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Approval via Email

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

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Redesigned Tickets Experience

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

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September 2022

ENHANCEMENT

Virtual Agent

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

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ENHANCEMENT

Team Dashboards

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

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August 2022

Alert Management

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

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On-call Management

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

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Analytics

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

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OLA Policies

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

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July 2022

Timer Node [beta]

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

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Cloud Management

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

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Device 42

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

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Analytics

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

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June 2022

On-call Management GA

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

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New-Gen Project Management

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

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May 2022

On-Call management

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

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Upgrade from Reports module

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

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Upgraded APIs

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

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April 2022

Expression Builder Node

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

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Business Impact for Change

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

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Automated grouping for alerts

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

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March 2022

Email Authentication

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

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Neo Admin Center

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

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February 2022

Email as Channel

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

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On-Call for Slack

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

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Table view for tickets

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

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January 2022

New Orchestration apps

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

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On-Call Management Beta

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

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December 2021

MSP support for Virtual Agent

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

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Kanban Board for Tickets

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

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November 2021

More apps for SaaS management

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

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Freshdesk-Freshservice integration

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

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October 2021

VMWare Cloud Discovery

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

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Create tickets within MS Teams

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

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September 2021

Freshservice Cloud Discovery

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

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Free trial for SaaS

Enable 21-day trial from Admin > SaaS management, to discover, manage and optimize your SaaS applications.

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August 2021

Web Request Node

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

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Restricted Groups

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

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July 2021

Business Rules for Service Request

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

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Project Integrations

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

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June 2021

Customize Business Hours

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

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Powershell support in Workflows

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

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May 2021

Business Rules for Changes

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

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April 2021

Integrations

Virtual Agent Slack

Install Virtual Agent for Slack from Admin -> Virtual Agent section without getting redirected to Marketplace apps.

Time Entry Fields

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

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Dynamic Placeholders

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

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March 2021

Assets fields using Reader Node.

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

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Copy/Clone a Node

Configure workflows faster by copying multiple nodes within a workflow.

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February 2021

Custom SSL

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

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Multi-Select Dropdown

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

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January 2021

Gantt charts

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

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Orchestration Server

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

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SaaS Management

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

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December 2020

Enhancement

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.

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November 2020

Virtual 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.

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Alert Management

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

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Orchestration Center

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

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New-gen Project Management

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

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October 2020

New Access Control Architecture

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

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Team Dashboards

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

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September 2020

Freshchat Integration

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

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Task Automation

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

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August 2020

Business Rules for forms

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

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Employee Onboarding

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

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June 2020

Knowledge base 2.0

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

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Service Bot for Slack

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

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April 2020

Change Activities

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

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Workflow Automator Enhancements

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

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February 2020

Asset Automations

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

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CAB Huddle

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

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January 2020

Enhancement

Agent/ Requester Profile

Assign, remove or View a software assigned to a particular agent/requester from their respective profile page.

KnowlegeBase 2.0

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

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December 2019

Microsoft Teams Integration

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

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November 2019

INTEGRATION

Microsoft Teams Integration

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

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INTEGRATION

Freshrelease Integration

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

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Closure Rules

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

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October 2019

Ask Freddy

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

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