NOTE: All users will be moved to the new UI on December 5, 2017 11:30AM - 12:30PM UTC. Old UI will no longer be available. There will not be any change in the Requester Portal(s).

Freshservice UI has got a new facelift that is clean and trendy. This solution article covers the UI changes that we have done and also the reasons for doing this.

What’s changed in the new UI of Freshservice?

New Navigation Menu

The main navigation bar that previously was at the top of the page has now been moved to the left side. The new menu on the left now house direct links to Incident, Problem, Change, Release, Assets, Project Management, Solutions, Reports and the Admin modules. Each module is now represented using dedicated icons, and simple mouse hover will indicate the name of each module.

Dashboard   IT servicedesk.png

Relocated Filters Section

Filters are moved from the left side of the screen to the right side. The Filters section can be toggled between visible and hidden by clicking on the filter icon on the top right corner of the screen. The relocation provides enhanced usability and quicker access to ticket information as opposed to the previous version (which provided filter fields).

The new Filter view is accessible in Tickets, Problem, Changes and Assets modules and is consistent with the navigation changes across all Freshworks products.


Removal of New Incident and New Request buttons

The dedicated New Incident and Request Item buttons have been relocated under the +New button that is present on the top right corner. This +New button will be visible across all pages, making it easier to create a new Incident, Service Request, Problem, Change and Release.

new plus button.png

Updated System Font

Freshservice now uses a new system font that is based on the specific OS used by the end user i.e. Windows or Mac.

Why are we doing this?

Focused on enhancing usability and productivity, the new UI offers the following:

  • Faster navigation for better productivity: All important modules are just a click away with an easily accessible menu on the left side. 
  • Improved visual experience for enhanced usability: Better readability with new fonts and improved information hierarchy.
  • Slick new design for an intuitive experience: The new UI is in-line with the latest design trends and is consistent across all Freshworks products.

How to switch between old and new UI?

All agents in the system will see a new button on the top right 'Try the new look'. On clicking on this button, the new UI will be enabled for that specific agent. The agent can move back to the old UI anytime by clicking 'Switch to old look' under profile settings.

NOTE: All users will be moved to the new UI on December 5, 2017 11:30AM - 12:30PM UTC.There will not be any change in the Requester Portal(s).


switch new look.png

switch to old look.png