Note: Please ensure that you read this article in its entirety and understand the actions that you may have to take. 


We are making changes to some of our systems and features to provide you improved services and to ensure that you have an uninterrupted IT service management experience. The details of all these changes and their impact are listed below:


  1. Discontinuation of Team Huddle.

  2. Discontinuation of the legacy Slack Servicebot App

  3. Discontinuation of Conversational UI 

  4. Discontinuation of Canned Response Suggester & Solution Article Suggester

  5. Discontinuation of the Ask Freddy in Freshservice Analytics

Discontinuation of Team Huddle

Note: Deadline for this change is Apr 1, 2024.


As we focus on integrations with Microsoft Teams and Slack, where we will continue to further enhance and add new collaboration features, the Team Huddle feature that helps agents collaborate with other agents inside the Tickets module will be discontinued by Apr 1st, 2024, 


What is changing?

The ‘Discuss’ feature inside the Tickets module (for new tickets as well as old ones with existing conversations) will no longer be available once this feature is discontinued. 


More details here.


Date

Who will be impacted?

Action Required

Apr 1, 2024

If your agents use Team Huddle for collaboration, you will be impacted by this discontinuation.

Explore and transition to our Slack and MS Teams based collaboration capabilities, or stay tuned for our upcoming “Share Ticket” feature.


Reach out to support@freshservice.com if you have any questions about this change.


Discontinuation of the legacy Slack Servicebot

As we prepare to extend full-fledged support to the new enhanced version of Servicebot, the older version of the Slack Servicebot will be discontinued by May 1st, 2024


What is changing?

Agents will no longer have access to the legacy Servicebot for Slack. You will have to install the enhanced Slack Servicebot from Freshservice Marketplace and transition your employees before the legacy Slack Servicebot is discontinued.


If you have any Freshservice groups mapped to Slack channels, these mappings will have to be recreated after you install the new Servicebot.

More details 
here.

Date

Who will be impacted?

Action Required

May 1, 2024

If you are currently using legacy Slack Servicebot app for ticket notifications, you will be impacted by this discontinuation. 

Install our new Servicebot from the Freshservice Marketplace. 


If you have questions, reach out to support@freshservice.com.


Discontinuation of Conversational UI

As we focus on supporting and enhancing the latest version of our support portal as well as our interfaces through collaboration platforms like Slack and MS Teams, we will be discontinuing the Conversation UI requestor portal by May 1st, 2024.


What is changing?

The conversational UI requestor portal will no longer be available for users to interact with the service desk. Users will be redirected to the non-conversational interface of the support portal.


More details here.

Date

Who will be impacted?

Action Required

May 1, 2024

If your employees currently use the legacy Conversational UI interface of the support portal for their everyday requests and interactions with Freshservice, you will be impacted by this discontinuation. 

You can choose from any of the available conversational avenues like Freshservice No-code portal, Virtual Agent or Freshchat Integration.

If you have specific use cases that you would want us to help you with, please reach your customer success manager, or write to us at 
support@freshservice.com.


Discontinuation of Canned Response Suggester & Solution Article Suggester


Since the new Reply Suggester, which is part of our Freddy Copilot offering, is an enhanced version of both the Canned Response Suggester (CRS) and Solution Article Suggester (SAS), these will be discontinued by May 1st, 2024.


What is changing?

Both CRS and SAS will not be available after this discontinuation.

Note: 

  • Reply Suggester is currently in public beta and will be available as a paid feature starting Feb 5th, 2024.
  • Users will be able to create and use canned responses and solution articles. Only the ‘suggester’ (that intuitively suggests responses or articles) will be discontinued.


More details here.


Date

Who will be impacted?

Action Required

May 1, 2024

If you were using either CRS or SAS, you will be impacted by this discontinuation. 

Try out the Reply Suggester feature in Freddy Copilot. It is on public beta till the end of 2023. You can then choose to purchase the feature.


If you have further queries, please write to us at support@freshservice.com


Discontinuation of Ask Freddy in Freshservice Analytics


Note: Ask Freddy in Freshservice Analytics was discontinued in Jan 2024.


What is changing?

The Ask Freddy functionality in Freshservice Analytics will be discontinued from Jan 2024.

More details here.


Date

Who will be impacted?

Action Required

Jan 2024

If your agents use Ask Freddy to generate widgets by posing a question to Freddy, you will be impacted by this discontinuation. 

Try out the Generative AI powered Freddy Insights to generate charts and graphs conversationally with prompt-based analytics.

 

If you have further queries, please write to us at support@freshservice.com


Please reach out to support@freshservice.com for any support or queries.