We are migrating some of our systems and features to an upgraded system for improved services and an uninterrupted IT service management experience. The details of all these migrations are listed below. 

  1. Migrating legacy Reports module to improved Analytics module
  2. Department and Requester field names changes in Analytics [Single account MSP Customers] 
  3. Deprecation of password-based authentication for Google and Microsoft email 
  4. API v1 deprecation
  5.  Deprecation of Freshplugs for the tickets module


 Please go through the list very carefully as a few items require you to take action.



Migrating legacy Reports module to improved Analytics module


We are now migrating our legacy Reports module to a new robust Analytics solution with added functionalities. We have already provided all the customer access to the Analytics module. As part of this migration, we will be deprecating the legacy Reports module. 


Here are the timelines for the migration:


Deprecation Date

Changes

Action Required

June 2022

  • The ability to create and edit reports and schedules will be disabled in the legacy Reports module. You will need to leverage the Analytics module to create and edit new reports, schedules and exports.


  • Migration of old reports to the Analytics module will begin in a phased manner.


  • All schedules that you created in the legacy Reports module will be migrated to the Analytics module in a disabled state. 

You should move to the Analytics module for all your reporting needs as you will not be able to create reports, schedules or exports  on the legacy Reports module from June.

Nov 2022

  • The legacy Reports module will be deprecated and you would no longer be able to access it inside Freshservice.


  • All schedules migrated from the legacy Reports module will be enabled in the Analytics module.


  • All the access privileges that were provided  in the legacy Reports module will be migrated to the Analytics module.


Will I get impacted by this?


If you have the legacy Reports module, you will get impacted by this migration. 


For more information on the details of the migration refer to THIS solution article.





Department and Requester Field Names Changes in Analytics [Single Account MSP Customers]


To ensure consistent experience across all modules of Freshservice, we are renaming ‘Department’ and ‘Requester’ fields to ‘Company’ and ‘Contact’ for all our MSP customers in the Analytics module.


This change might also have an impact on third party integrations/reports built using data exports containing Department / Requester fields.


Here are the timelines for the change:


Deprecation Date

Changes

Action Required

Nov 2022

‘Department’ and ‘Requester’ fields in the Analytics module will be renamed to ‘Company’ and ‘Contact’ respectively.

Revisit the analytics integrations/apps built using data exports and make necessary changes to the field names.


Will I get impacted by this?


If you are a single-account MSP mode customer, you will get impacted by this change.


Note: For all MSP customers who are not using ‘Department’ and ‘Requester’ association fields in the underlying data and data exports in analytics, the change will happen in August 2022.





Deprecation of Password-based Authentication for Google & Microsoft Email


Google and Microsoft are deprecating username and password-based authentication for email exchange servers. For enhanced security, they will only support OAuth for their email servers.


As a result, current authentication settings will stop working for Freshservice and we will move to OAuth authentication. To continue using Freshservice through your Google/Microsoft accounts, you will need to re-authorize your custom mail server settings.


Here are the timelines for the change:


Deprecation Date

Changes

Action Required

31st May 2022

Google will no longer support basic auth and all servers still using basic auth will stop working.

When you see a ‘Migrate Now’ sign next to your custom email server(s), you need to re-authorize the configuration. 

September 2022

Microsoft will no longer support basic auth and all servers still using basic auth will stop working.


Will I get impacted by this?


If you have configured your custom Google or Microsoft email servers using username and password based authentication, you will get impacted by this migration. You will see a ‘Migrate Now’ option next to your custom email server(s).


For more information on how to re-authorize your settings, refer to THIS solution article.



API V1 Deprecation


NOTE: API V1 deprecation has been postponed to May 2023 from November 2022



To empower our customers with improved API consistency and enhanced experience, we are deprecating the older version (API V1) by May, 2023,  and moving to an upgraded version (API V2).


Deprecation Date

Changes

Action Required

May, 2023

The following features will be impacted due to this deprecation:


            → Workflow Automator ( Web Request nodes and “Trigger Webhook” Action nodes)

            → Custom apps

            → Portal Customization 

            → Any custom services or middleware developed using Freshservice APIs

Take action on the mentioned features and replace calls to API V1 with calls to the corresponding API V2 endpoints.



Post the deprecation date of May, 2023; all API V1 endpoints will not be operational. This means all your workflows and customizations using API V1 endpoints will stop working.


Throughout this period, we will continue to support your efforts to migrate to API V2. 


Will I get impacted by this?

If you have used API V1 endpoints for any of the following actions you will be impacted by this migration:

  • To configure your workflows

  • To customize your portal

  • To interact with freshservice instance from any of your custom applications



For more information, refer to THIS solution article. 




Deprecation of Freshplugs for the tickets module 



Freshplugs are ways to build third-party integrations and customizations on top of the out-of-the-box offerings in Freshservice. The phasing out of Freshplugs capabilities was announced in December 2021 and will conclude on June 30th, 2022. 


Deprecation Date

Changes

Action Required





June 30, 2022


  1. Freshplugs capabilities are already present as alternatives such as feature enhancements within the product or  marketplace application. 


  1. Freshplugs will not function after the due date and your account will be reset to default if not moved to alternatives.

 






  1. Find the best suited alternative for Freshplugs here or write to us to take our assistance. 


  1. On your Freshservice account go to Admin > Apps > Freshplugs, if you have active freshplugs, click delete icon.



Post the deprecation date of June 30, 2022, Freshplugs will be phased out for all accounts. This means that your account will be reset to default if not upgraded to the modern alternative.


Will I get impacted by this?

If you have active Freshplugs on your account, you will be impacted by this. To check whether you have active Freshplugs go to Admin>Apps>Freshplugs


Hope that all these upgrades will help your team to achieve enhanced user experience and uninterrupted IT services.


Please reach out to [email protected] for any support or queries.