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Release Notes - 19 Aug 2019


  • Multilingual Ticket Forms: Now admins can translate custom fields for all the languages configured in their helpdesk portal. All fields and dropdown choices will be translated based on a logged-in requester’s language preference. More info here.

  • Permissions: Now with the “Create and edit tasks” permission, agents can now create or edit tasks on tickets not assigned to them.

  • Probe 4.0: We’ve revamped the probe with enhanced IP range configurations, the ability to force sync devices, user information scanned by the probe and much more. More info here.

  • Helpdesk Security: We've now introduced an option called "Authentication for Public URLs" where users can access public ticket URLs and approval URLs  if they are logged in through the authentication method that is set for the corresponding Freshservice account (this can be password, Google, Simple SSO, SAML SSO, or Yammer) You can navigate to Admin -> Helpdesk Security to enable the Authentication for Public URLs option.

  • Workflow Automator: Now users can add planning details as placeholders for change emails.

  • Ticket List: Now agents can assign tickets to agents in other unaccessible groups.

  • Requester API V2: Now perform operations to convert a requester to an occasional agent using the API. Get more info here.

  • Workflow Automator: Now tickets attached to a workflow won't be removed while editing the workflow.

  • Helpdesk: Incase agents forward emails to the helpdesk, admins can now set if the sender of the initial email should be the requester or the agent forwarding the email.

Bug Fixes: 

  • Account: Users were unable to find the option to sign in when there wasn’t any solution articles in the account. This is now fixed.

  • Mobile App: Users were unable to assign tickets from the mobile app. This is now fixed.

  • Tickets: While associating an asset to the ticket, it displayed only the hardware assets under the “All assets” filter. This is now fixed.

  • Approvals: The approvals were automatically cancelled if the ticket status was set to resolved. This is now fixed.

1 person likes this

Hi there, 

Great news. 

What do you mean by "agents in other unaccessible groups." in the "Ticket List: Now agents can assign tickets to agents in other unaccessible groups.". 

This is not very clear to us.

Thanks in advance.


Helpdesk Security!!!

This is HUGE.  Thanks a bunch for getting this implemented!!!

Yay a new release :D It's been a while since the last one. Unfortunately no new features I've been waiting on :(

Thanks for the release! Any updates on the custom sources for tickets? Our team is really looking forward to that one!

Hey Stefan,

With this capability agents can also assign tickets to agents in other groups right from the ticket list view.

Let me know if you have any further queries regarding this.

Hi Mary, 

Yes I got that. The question here is more to understand what you call 'unaccessible groups'. 

Thanks for your clarification.



Hey Christopher,

The custom sources for tickets should be ready sometime early October. Will keep you posted once it's live.

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