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

Release Notes - 15 October 2020


  • Team Dashboards - Create dashboards for all your agents and specific groups to track critical issues that require immediate attention. With Team Dashboards, you can hand-pick and curate the KPIs required for the team bringing everyone on the same page. More info here

  • New Access Control Architecture - Apart from setting up out-of-box roles and custom roles, users can explicitly choose an agent’s scope for every role instead of choosing it for a module with the New Access Control system. This way you can enforce fine-grained access and provide agents access to only what they need to perform their jobs. More info here


  • Configure Supervisor Rules for Business Hours - Now conveniently exclude weekends and holidays while setting up supervisor rules with business hours. 

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