Feature releases for the month of June 2015
API to view your agents in Freshservice (more features coming soon).
Print template for tickets- Both Incidents and Service Requests.
Clarification on the June 6th release
There is an option to print incidents and service requests- no customizable templates.
While printing a service request, for instance, the fields for the corresponding service will be printed. You can customize what data gets printed by editing the form for the service.
Hope it helps.
I'm sorry for any inconvenience caused.
1. Agents now have the option to add remarks while approving Service Requests and Change Requests (adding remarks while rejecting a request is, of course, mandatory).
2. While a Service Request is pending approval, any agent with admin rights can cancel it (so far, only the person who made the request could).
3. While a Request for Change is pending, the change manager and all agents with admin rights can cancel it.