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Release Notes - 4 November 2020


  • New Pricing Update: At Freshservice we’d like to stay committed to delivering quality features and experiences to our customers. To stay committed to these values, we’ve changed our pricing as well as added crucial features (Alert management, Orchestration, Virtual Agent, Access Control, Purchase order management and Self service portal V2) that will help your IT teams transform your employee  or service experience.

Note: Features - Alert management, Orchestration, Virtual Agent, Access Control, Purchase order management and Self service portal V2 are supported ONLY as part of the new pricing plan.

Accounts signed up after Nov 2nd, 2020 will automatically be enrolled to new pricing plans.

We are in the process of migrating the existing accounts to the new plans.
Please reach out to your Customer Success Manager or Account Manager for details around the migration. You can also write to for any clarifications in this regard.  

  • Alert Management - Get a holistic view of your IT infrastructure health from a single pane by connecting your monitoring tools with Freshservice. Set up rules to automatically identify critical issues, create incidents and route it to the concerned teams for quick resolution before they impact your business. More info here.

  • Orchestration Center - Automate commonly received requests such as password resets, user provisioning/de-provisioning, VM provisioning. More info here.

  • Virtual Agent for Microsoft Teams Beta - Deliver IT support to employees in the channels where they are and save agents’ time on tasks that can be automated. More info here.

  • New-gen Project Management - Bring IT service and project management together on one single platform. More info here.

  • Self-service portal V2 - A modern, accessible self-service portal that adheres to the WCAG 2.1 AA accessibility standard. More info here.

  • Purchase Order Management - Manage the entire asset lifecycle within Freshservice and streamline the procurement process end to end from requisition to fulfilment. More info here.

  • Custom Objects - Improve the durability of your workflows with a single source of truth to reference information from. More info here.


  • Rich-text sections with content fields - Added a rich-text section to all your incident and service item forms with content fields. More info here

  • Freshservice Analytics - Tableau Integration - Export your Freshservice data directly to your Tableau instance. This integration will allow users to get actionable insights on the performance of their internal support teams and make meaningful business decisions. More info here.

  • Multi-select Dropdown For Incident And Service Catalog Forms - Select multiple options from the dropdown in incident and service item forms in Freshservice.  For multi-select dropdown fields in service catalog forms, dropdown options can be fetched from data sources like Users, Departments and Locations. More info here.

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