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

Release Notes - 18 June 2019


  • Field Suggester: Now save the trouble and time-consuming task of assigning the right parameters to incoming tickets with Field Suggester powered by Freddy. The field suggester uses machine learning to suggest field values to incoming tickets. More info on this here.

  • User Fields: Now create custom fields to fetch additional information specific to both agents and requesters. More info on this here.

  • Tasks Dashboards: We’ve added three views to the task dashboard which includes

  1. My Group Tasks

  2. Tasks in all Tickets

  3. Tasks in all Changes

  • Workflow Automator: Now users can directly add public/private notes for a ticket/change/problem/release automation rule.

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