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

Release Notes - 25 January 2021


  •  SaaS Management  - Manage your SaaS estate in a single pane. Get a 360° view of your SaaS estate and optimize usage with insight-driven actions. More info here

  • Orchestration Server - Orchestrate and automate actions on applications and infrastructure that are hosted on your private network with the help of Orchestration Server. Perform User and Group management actions on an on-premise Active Directory server. More info here

  • Problem Closure Rules - Add prerequisite conditions for a problem record to be closed or resolved.

  • Gantt charts in New Gen project Management - Visualize the overview of project tasks, sub-tasks, and their status against a linear timescale. More info here

    Note: Features - SaaS Management, Orchestration Server and New Gen Project Management 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.  


  • Dynatrace Integration in Alert Management - Triage all your Dynatrace alerts to Freshservice to enable your team to quickly resolve the issues. Also set alert rules to create contextual incidents to route it to the right team for a quick resolution. More info here

  • Logic Monitor Integration in Alert Management - Quickly detect and resolve network network , cloud and server issues by channelling Logic Monitor alerts to create enriched and aggregated alerts in Freshservice. More info here

  • Vendor Import and Export - Import and export vendors info in bulk via CSV to Freshservice Vendors section. More info here.

  • Clone Scheduler - Clone scheduler entries for ticket creation under Admin -> Scheduler.


Security Update:

  • Mandatory Captcha verification for non-signed in users at public ticket creation page: When requesters submit a ticket via public ticket page (without logging in), they will be prompted to complete the Captcha verification for ticket submission.

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