Solution Article suggester for agents
Now agents can suggest a solution to an employee on a call without moving away from ticket creation page.
Scenario: An agent gets a call from an employee regarding a printer issue. While the agent is creating the ticket, she can see the related solution article in the same page, so that she can click on that and suggest a solution right on the call. If there is no related article, she can continue to log the ticket and work on it.
Admin audit logs feature is now available as an add-on for accounts in Garden, Estate and Forest plans.
PowerBI app now helps organizations visualize their Freshservice data as a dashboard inside their Power BI account.
Introduced Event APIs in New Ticket Page as well as Event APIs and Interface APIs in Ticket Details page to hide the ticket properties - Urgency and Impact. Refer here.
Added support for testing out the app installation experience using Custom Installation page. Once you have filled in the fields, you can press the “Install” button to test the app using the entered values.
Optimized payload structure for data APIs. Details here.
Introduced API to update the ticket property values post changes.
Introduced support to consume the latest updated ticket property values.
Fixed an issue where project activities were visible to users without access to Project management
Fixed an issue in solution articles where users could not scroll up in a page once they use an anchor tag to move to a specific part of the article