Freshservice is rolling out a newly revamped admin page with easier navigation and simpler organization of admin components. Please find the details of the name and category changes below:
Reorganization of admin components :
Menu | Sub Menu | Admin Components |
Accounts settings | - | Account, Plans and Billing, Workspace Settings, Service Desk Rebranding, Service Desk Security, Sandbox, Day passes, Audit Log, Email Notifications |
User Management | - | Agents, Roles, Company/Departments, Company/Department fields, Contacts/Requesters, User Fields, CAB, Requester Groups, Agent Groups |
Channels | Email Settings and Mailboxes | |
Chat | Freshchat, Virtual Agent, ChatBot | |
Other Channels | Freshcaller, Freshdesk, Support Portals, Feedback Widget | |
Service Management | Service Desk Settings | Business Hours, SLA and OLA Policies, Priority Matrix, Field Manager, Form Templates, Business Rules For Forms, Tags, Satisfaction Survey, Closure Rules, Change Lifecycle |
Service Request Management | Service Catalog, Employee Onboarding | |
Automation and Productivity | Automation | Workflow Automator, Supervisor Rules, Orchestration Center, Scenario Automations, Credentials |
Agent Productivity | Canned Responses, Scheduler, Field Suggester, Response Suggestions, Leaderboard, Email Commands, Team Huddle | |
Extensibility | Apps, Custom Objects | |
Asset Management | - | Asset Types and Fields, Discovery, Cloud Management, SaaS Management, Product Catalog, Vendors, Vendor Fields, Software Fields, Contract Types, Purchase Order Fields, Locations, Asset Depreciation, Relationship Types |
IT Operations Management | - | Alert Rules, Monitoring Tools, On-Call Schedules |
Project and Workload Management | - | Project Fields, Project Collaboration, JIRA Import, DevOps Integrations, Workload Management |
Name changes:
Old Name | Old Menu | New Name | New Menu |
Requesters Groups | Groups | Requester Groups | User Management |
Agents Groups | Groups | Agent Groups | User Management |
General Settings | Email settings and Mailboxes | Channels> Email | |
Chat | General Settings | Freshchat | Channels> Chat |
Phone | General Settings | Freshdesk contact center | Channels> Other channels |
Customer satisfaction | Service Desk productivity | Satisfaction Survey | Service Management> Service Desk Settings |
Supervisor | Service Desk productivity | Supervisor Rules | Automation and Productivity> Automation |
Arcade | Service Desk productivity | Leaderboard | Automation and Productivity> Agent productivity |
Financial management | Asset Management | Asset Depreciation | Asset Management |
Note: This does not change the behaviour of any of the admin components
