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

Release Notes - 30 April 2019


  • New Employee Onboarding: Now IT teams can seamlessly collaborate with HR teams & reporting managers to efficiently onboard new employees and improve employee satisfaction.

            Note: This feature is not available for MSP customers.

  • CSAT Surveys: Tweaked emojis in the emails with CSAT Survey sent to the requester, in the ticket details page, and in the Default Customer Satisfaction Report and made some changes to the requester-facing pages when responding to a CSAT Surveys.


  • Tickets: Agents were unable to create a new requester when editing a ticket and assigning it to a new requester. This is now fixed.

  • Assets Detail Page: In the Software tab associated with the asset, users couldn’t navigate beyond page five. This is now fixed.

  • Projects: Users were unable to view the projects beyond the timeline Aug 2020. This is now fixed.

  • Ticket Replies: The “quoted text” was stripped off when it was added as a reply to the ticket. This is now fixed.

  • Approvals: When the agent assumes identity he shouldn’t be able to approve/reject a request. This is now fixed.

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Why is the New Employee Onboarding function not available in MSP mode, when will it be ? And i do not see any changes to the CSAT? Or is it a fased roll out?

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