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

Release Notes - 31 January 2020


  • KnowlegeBase 2.0: The knowledge base 2.0 comes with a brand new editor which has a clean new look, better formatting controls and a bigger space for editing your documents. More info here.

  • Change Collision Detection: When users raise or update a change and if there’s already a conflicting change on the same asset during or overlapping the same time period, users will immediately be warned of the possible collision.

  • Agent/ Requester Profile: Users can now assign or remove a software from the agent/ requester profile page . They can also view the software assigned to the particular agent/ requester from the respective profile page

  • Software: Users can now view additional information about the software from the “Properties” tab in software detailed page.

  • Software: Users can now no longer sort the software list by the “Install Count” column.



  • Fixed an issue in Chrome device integration where some devices could not be synced from Gsuite to Freshservice.

4 people like this

Wow. The new KB look and feel is EXCELLENT. Nice work guys!

1 person likes this

In creating a new KB article in KB 2.0, tables do not draw properly in Safari (v13.0.5) after save.

I should elaborate, in Safari when editing a table and resizing individual columns, they do not draw correctly after a Save. They draw correctly in Chrome on macOS but not in Safari on a Mac. As long as columns are not resized, the tables draw correctly.

Hey Donna,

Can you please raise a ticket and the customer representative will have this looked into right away.


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