• 2024
    • May
    • April
    • March
    • February
    • January
  • 2023
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • February
    • January
  • 2022
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • February
    • January
  • 2021
    • December
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  • 2020
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    • January
  • 2019
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
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    • February
    • January

May 2024

Enhancement
Freddy Copilot reports

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

Learn more
Enhancement
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.

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Enhancement
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.

Learn more

April 2024

Enhancement
Enhanced Reply Suggester

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

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Enhancement
Revamped Sandbox

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

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Marketplace App
Kubernetes Cloud Discovery

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

Learn more

March 2024

Enhancement
Task Reordering and Dependency

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

Learn more
Enhancement
Workflows for Alerts

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

Learn more
Enhancement
Custom metrics & attributes

Create your metrics & attributes for comprehensive project reporting.

Learn more

February 2024

New
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.

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New
Connector Apps Integrations

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

Learn More

January 2024

Enhancement
Dark Theme option

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

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Enhancement
Resolution note generator

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

Learn more

December 2023

Enhancement
Holiday theme enablement

Bring the spirit of the festive season into your everyday experiences with our holiday theme.


Enhancement
Delegate form submissions

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

Learn more
Enhancement
Sandbox support for MIM

Pro and Enterprise customers can now design and test their Major Incident Management process in their sandbox accounts.


November 2023

Enhancement
Freddy Insights service operations

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

Learn more
Enhancement
In-product Analytics Homepage

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

Learn more
Enhancement
Discovery Probe 5.2.0

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

Learn more

October 2023

Enhancement
Freddy Copilot Beta Pro plan

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

Learn more
Enhancement
Escalation policies

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

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Enhancement
Enhanced Workflow Management

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

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New
GCP Cloud Discovery

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

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September 2023

New
Generative AI-powered tools (Beta)

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

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Enhancement
Modern view for problem management

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

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Enhancement
Status page customizations & deletion

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

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Enhancement
Service request & change approval

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

Learn more
Enhancement
ServiceBot on MS Teams supports all Freshservice languages

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

Learn more

August 2023

New
Ticket collaboration on Slack (Beta)

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

Learn more
Enhancement
Custom metrics and attributes

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

Learn more
Enhancement
Advanced role management

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

Learn more

July 2023

New
Ticket collaboration on MS Teams (Beta)

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

Learn more
Enhancement
Enhanced task list view

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

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Enhancement
Employee offboarding

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

Learn more

June 2023

New
Ticket Collaboration on MS Teams

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

Learn more
New
Self service employee document generation

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

Learn more
Enhancement
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.

Learn more

May 2023

New
Major Incident Management [Beta]

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

Learn more
New
Zoom Meetings in Freshservice [Beta]

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

Learn more
Enhancement
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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New
Public status page

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

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April 2023

Enhancement
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.

Learn more
Enhancement
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.

Learn more
Enhancement
Report sharing in analytics

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

Learn more

March 2023

New
Scheduled workflows

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

Learn more
Enhancement
Task form customizations

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

Learn more
Enhancement
SaaS discovery & sync

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

Learn more
Enhancement
Enhanced ticket view for Workspaces

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

Learn more

February 2023

Enhancement
Kanban board customization

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

Learn more
Enhancement
Microsoft Teams & Slack updates

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

Learn more
Enhancement
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.

Learn more

January 2023

New
Freshservice for Business Teams

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

Learn more
New
Workload Management

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

Learn more
Enhancement
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.

Learn more

December 2022

New
Service Health Monitoring

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

Learn more
New
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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Enhancement
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.

Learn more

November 2022

New
No-code end user portal builder

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

Learn More
Enhancement
Service Request Approval

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

Learn More
Enhancement
Revamped Admin Page

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

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October 2022

New
Sharing Tickets with other Requesters

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

Learn More
Enhancement
Notify On-Call Agents on WhatsApp

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

Learn More
Enhancement
Approval via Email

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

Learn More
Enhancement
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.

Learn More

August 2022

Enhancement
Alert Management

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

Learn more
Enhancement
On-call Management

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

Learn more
Enhancement
Analytics

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

Learn more
New
OLA Policies

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

Learn more

July 2022

New
Timer Node [beta]

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

Learn more
New
Cloud Management 

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

Learn more
Enhancement
Device 42

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

Learn more
Enhancement
Analytics

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

Learn more

June 2022

New
On-call Management GA

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

Learn more
Enhancement
New-Gen Project Management

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

Learn more

May 2022

Enhancement
On-Call management

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

Learn more
Enhancement
Upgrade from Reports module

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

Learn more
Enhancement
Upgraded APIs

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

Learn more

April 2022

New
Expression Builder Node

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

Learn more
Enhancement
Business Impact for Change

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

Learn more
New
 Automated grouping for alerts

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

Learn more

March 2022

Enhancement
Email Authentication

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

Learn more
Enhancement
Neo Admin Center

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

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February 2022

Enhancement
Email as Channel 

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

Learn more
Enhancement
 On-Call for Slack

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

Learn more
Enhancement
Table view for tickets

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

Learn more

January 2022

Enhancement
New Orchestration apps 

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

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New
On-Call Management Beta

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

Learn more

December 2021

Enhancement
MSP support for Virtual Agent

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

Learn more
Enhancement
Kanban Board for Tickets

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

Learn more

November 2021

Integrations
More apps for SaaS management

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

Learn more
Integrations
Freshdesk-Freshservice integration

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

Learn more

October 2021

Integrations
VMWare Cloud Discovery

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

Learn more
Enhancement
Create tickets within MS Teams

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

Learn more

September 2021

New
Freshservice Cloud Discovery

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

Learn more
Enhancement
Free trial for SaaS

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

Learn more

August 2021

New
Web Request Node

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

Learn more
New
Restricted Groups

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

Learn more

July 2021

Enhancement
Business Rules for Service Request

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

Learn more
Integrations
Project Integrations

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

Learn more

June 2021

Enhancement
Customize Business Hours

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

Learn more
Enhancement
Powershell support in Workflows

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

Learn more

May 2021

Enhancement
Business Rules for Changes

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

Learn more

April 2021

Integrations
Virtual Agent Slack

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


Enhancement
Time Entry Fields

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

Learn more
Enhancement
Dynamic Placeholders

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

Learn more

March 2021

Enhancement
Assets fields using Reader Node.

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

Learn more
Enhancement
Copy/Clone a Node

Configure workflows faster by copying multiple nodes within a workflow.

Learn more

February 2021

Enhancement
Custom SSL 

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

Learn more
Enhancement
Multi-Select Dropdown 

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

Learn more

January 2021

New
Gantt charts

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

Learn more
Enhancement
Orchestration Server

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

Learn more
New
SaaS Management

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

Learn more

December 2020

Enhancement
User Lookup Fields

Trigger emails or approvals to the users selected in the look-up fields of service item forms.


Enhancement
Supervisor rules 

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

Learn more

November 2020

Integrations
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.

Learn more
New
Alert Management 

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

Learn more
New
Orchestration Center

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

Learn more
New
New-gen Project Management

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

Learn more

October 2020

New
New Access Control Architecture

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

Learn more
New
Team Dashboards

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

Learn more

September 2020

Integrations
Freshchat Integration

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

Learn more
Enhancement
Task Automation

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

Learn more

August 2020

New
Business Rules for forms

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

Learn more
Enhancement
Employee Onboarding

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

Learn more

June 2020

Enhancement
Knowledge base 2.0

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

Learn more
Integrations
Service Bot for Slack

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

Learn more

April 2020

Enhancement
Change Activities

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

Learn more
Enhancement
Workflow Automator Enhancements

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

Learn more

February 2020

Enhancement
Asset Automations

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

Learn more
New
CAB Huddle

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

Learn more

January 2020

Enhancement
Agent/ Requester Profile

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


New
KnowlegeBase 2.0

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

Learn more

December 2019

Enhancement
Microsoft Teams Integration

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

Learn more

November 2019

INTEGRATION
Microsoft Teams Integration

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

Learn more
INTEGRATION
Freshrelease Integration

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

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New
Closure Rules

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

Learn more

October 2019

New
Ask Freddy

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

Learn more
New
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

Learn more

September 2019

INTEGRATION
Device 42 Integration

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

Learn more
New
Service Request Fulfilment

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

Learn more

August 2019

New
Conversational Portal

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

Learn more
NEW
Thank you Detector

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

Learn more

July 2019

New
Sandbox

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

Learn More

June 2019

New
User Fields

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

Learn More
New
Field Suggester

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

Learn More

May 2019

New
Custom Dashboard

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

Learn More

April 2019

New
New Employee Onboarding

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

Learn More

March 2019

Enhancement
Marketplace Apps

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

Learn More
Integration
Chrome OS integration

Using the Chrome OS discovery app, you can now fetch hardware details (such as memory, processor etc)& last login info.


February 2019

New
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. 

Learn More
Enhancement
Change Audit Logs

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

 

Learn More

January 2019

INTEGRATION
Freshcaller Integration

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

 

Learn More