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

Release Notes - 06 May 2019


  • Custom Dashboards: This will be a virtual display of data in real-time that reveal critical insights that lead to better decision-making, improved productivity and enhanced performance.

          This will also help agents cut through data clutter and get down to what really matters. More info about this here.

  • Change Activities: Users can view all granular activities performed by the agent in a change request.

           They can view this in the Activities tab within the ticket. The following details are captured in a change request.

  1. Change Creation by the Agent

  2. Approvals

  3. Association of Tickets

  4. Association of an Asset

  5. Notes

  6. Change Properties

  7. Time Tracked

  8. Planning (Reason for Change, Impact, Rollout Plan, Backout Plan) in a change request.

           Finally, you can export these activities performed in a change request via email.

  • Users: Now users across Freshservice will be sorted based on First name and Last name basis.

  • V2 Department APIs: Now users can perform operations such as create, view, update, list, delete and list all fields on departments. More info about this here.


  • Microsoft Edge: Whenever a user tried updating the status of a service request from the Microsoft Edge browser, the action was captured twice and as a result two emails were sent. This is now fixed

  • Bulk actions: When a reply was sent through bulk actions, the content wasn’t sent to the members “cc'd” in the email. This is now fixed

  • Form Fields: Users were unable to create drop-down fields within a form.This is now fixed

  • CSAT Surveys: Previously agents couldn’t respond to the CSAT survey from the note. This is now fixed.

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