Freshworks named the only Challenger in 2021 Gartner® Magic Quadrant™ for ITSM tools. Access Report

Release notes - 20th November 2017


  • Form templates - Templates allow administrators to pre-fill new ticket and change forms with specific values and save them for future use. Read more
  • Helpdesk URL Discovery on mobile app - This feature allows an end user to self discover their authorized list of helpdesk URLs. Based on their email-id, Freshservice authenticates and triggers a mail with all relevant service desk URL along with an option to launch the app that is deeplinked with the email.


  • Introducing an option to disable the default asset types. Admins can now control the asset types that are visible to agents so that they only see what they need
  • Mobile app overdue items in To-do list - Now along with the day to day list of work items, you can also see a consolidated list of overdue items across all modules (Tickets, Service Requests, Changes and Tasks)
  • Mobile app default Home Selection - In the android mobile app, you now have an option to choose what to retain as default homepage. You can chose between Ticket Page or To-Dos page

Bug Fixes:

  • Fixed an issue where the Ticket/Problem/Change/Release list view items were wrapped below filters
  • Fixed an issue in the Ticket/Problem/Change/Release details page where Source, Type, Priority and other main attributes were grouped as two dropdown in a row 
  • Fixed an issue reported that the list view font is too thick/bold
  • Fixed an issue in New > Service Request where only the first 40 items were displayed
  • UI fixes for link color across the product
  • Fixed an issue in the Ticket details page where the scroll inside description did not work
  • Fixed an issue where users were unable to install Quickbooks integration

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