November 2024

New

Advanced ITAM enhancements

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

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Enhancement

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.

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Enhancement

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.

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October 2024

New
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.

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Enhancement
Enhanced Freddy Copilot Reporting

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

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Enhancement
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.

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Enhancement
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.

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September 2024

Enhancement
Live Translation enhancement

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

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Enhancement
Automated Agent Handoff

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

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Enhancement
Auto-detect customer language

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

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New
Custom property based reporting

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

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Enhancement
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.

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August 2024

Enhancement
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.

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Enhancement
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.

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Enhancement
Workspace Organizer tool

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

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Enhancement
Track and manage eSignature usage

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

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July 2024

New
Translate incoming tickets

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

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Enhancement
Auto refresh for Tickets and Changes

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

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New
Introduction of CAB APIs

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

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Enhancement
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.

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June 2024

New
Change Management for DevOps

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

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New
Deflect email queries with email bot

Quickly deflect email queries by automatically suggesting relevant help articles.

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Enhancement
Scheduled maintenance permissions

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

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Enhancement
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.

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Enhancement
Alert Management enabled by default

Get started with the Alert Management module faster with it being enabled by default for all Pro & Enterprise customers.


Enhancement
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.

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Enhancement
Integration with ServiceNow Connector

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

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Enhancement
Integration with ServiceDesk Plus Connector

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

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Enhancement
Integration with Five9

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

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Enhancement
Integration with GoTo Resolve

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

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May 2024

Enhancement
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.

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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.

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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 AI 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.

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March 2024

Enhancement
Task Reordering and Dependency

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

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Enhancement
Workflows for Alerts

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

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Enhancement
Custom metrics & attributes

Create your metrics & attributes for comprehensive project reporting.

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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.

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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.

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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.

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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 AI Insights service operations

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

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Enhancement
In-product Analytics Homepage

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

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Enhancement
Discovery Probe 5.2.0

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

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October 2023

Enhancement
Freddy AI Copilot Beta Pro plan

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

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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.

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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.

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August 2023

New
Ticket collaboration on Slack (Beta)

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

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Enhancement
Custom metrics and attributes

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

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Enhancement
Advanced role management

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

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July 2023

New
Ticket collaboration on MS Teams (Beta)

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

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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.

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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.

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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.

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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.

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May 2023

New
Major Incident Management [Beta]

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

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New
Zoom Meetings in Freshservice [Beta]

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

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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
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.

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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.

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Enhancement
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

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.

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Enhancement
Task form customizations

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

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Enhancement
SaaS discovery & sync

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

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Enhancement
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

Enhancement
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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Enhancement
Microsoft Teams & Slack updates

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

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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.

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January 2023

New
Freshservice for Business Teams

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

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New
Workload Management

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

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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.

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December 2022

New
Service Health Monitoring

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

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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.

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November 2022

New
No-code end user portal builder

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

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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.

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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.

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Enhancement
Notify On-Call Agents on WhatsApp

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

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Enhancement
Approval via Email

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

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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
AI agent

With hybrid responses & feedback controls in AI 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

Enhancement
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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Enhancement
On-call Management

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

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Enhancement
Analytics

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

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New
OLA Policies

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

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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.

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New
Cloud Management 

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

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Enhancement
Device 42

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

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Enhancement
Analytics

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

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June 2022

New
On-call Management GA

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

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Enhancement
New-Gen Project Management

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

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May 2022

Enhancement
On-Call management

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

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Enhancement
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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Enhancement
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

New
Expression Builder Node

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

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Enhancement
Business Impact for Change

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

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New
 Automated grouping for alerts

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

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March 2022

Enhancement
Email Authentication

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

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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. 

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Enhancement
 On-Call for Slack

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

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Enhancement
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

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.

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December 2021

Enhancement
MSP support for AI agent

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

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Enhancement
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

Integrations
More apps for SaaS management

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

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Integrations
Freshdesk-Freshservice integration

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

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October 2021

Integrations
VMWare Cloud Discovery

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

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Enhancement
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

New
Freshservice Cloud Discovery

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

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Enhancement
Free trial for SaaS

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

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August 2021

New
Web Request Node

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

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New
Restricted Groups

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

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July 2021

Enhancement
Business Rules for Service Request

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

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Integrations
Project Integrations

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

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June 2021

Enhancement
Customize Business Hours

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

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Enhancement
Powershell support in Workflows

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

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May 2021

Enhancement
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
AI agent Slack

Install AI agent for Slack from Admin -> AI 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.

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Enhancement
Dynamic Placeholders

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

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March 2021

Enhancement
Assets fields using Reader Node.

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

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Enhancement
Copy/Clone a Node

Configure workflows faster by copying multiple nodes within a workflow.

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February 2021

Enhancement
Custom SSL 

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

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Enhancement
Multi-Select Dropdown 

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

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January 2021

New
Gantt charts

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

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Enhancement
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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New
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.


Enhancement
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

Integrations
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.

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New
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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New
Orchestration Center

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

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New
New-gen Project Management

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

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October 2020

New
New Access Control Architecture

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

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New
Team Dashboards

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

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September 2020

Integrations
Freshchat Integration

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

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Enhancement
Task Automation

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

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August 2020

New
Business Rules for forms

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

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Enhancement
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

Enhancement
Knowledge base 2.0

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

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Integrations
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

Enhancement
Change Activities

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

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Enhancement
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

Enhancement
Asset Automations

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

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New
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. 


New
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

Enhancement
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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New
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

New
Ask Freddy

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

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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

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September 2019

INTEGRATION
Device 42 Integration

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

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New
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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August 2019

New
Conversational Portal

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

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NEW
Thank you Detector

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

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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. 

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June 2019

New
User Fields

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

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New
Field Suggester

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

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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.

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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.

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March 2019

Enhancement
Marketplace Apps

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

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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. 

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Enhancement
Change Audit Logs

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

 

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January 2019

INTEGRATION
Freshcaller Integration

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

 

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