Note: Please ensure that you read this article in its entirety and understand the actions that you may have to take.
We are making changes to some of our systems and features to provide you with improved services and to ensure that you have an uninterrupted IT service management experience. The details of all these changes and their impact are listed below:
1. Incremental Data Exports in Freshservice.
2. Discontinuation of Team Huddle.
3. Discontinuation of the legacy Slack Servicebot App
4. Discontinuation of Conversational UI
5. Discontinuation of Canned Response Suggester & Solution Article Suggester
6. Discontinuation of the Ask Freddy in Freshservice Analytics
[Rollback] Incremental Data Exports in Freshservice
Full Data exports will NOT be upgraded to Incremental Data Exports from May 1st, 2024 as communicated in November 2023 and we will continue to support Full Data Exports until further notice.
More details here.
Action Required
Reach out to us at [email protected], if you prefer Incremental Data Exports.
Discontinuation of Team Huddle
Note: Team Huddle in Freshservice was discontinued on Apr 1, 2024.
As we focus on integrations with Microsoft Teams and Slack, where we will continue to further enhance and add new collaboration features, the Team Huddle feature that helps agents collaborate with other agents inside the Tickets module will be discontinued by Apr 1st, 2024,
What is changing?
The ‘Discuss’ feature inside the Tickets module (for new tickets as well as old ones with existing conversations) will no longer be available once this feature is discontinued.
More details here.
Discontinuation of the legacy Slack Servicebot
As we prepare to extend full-fledged support to the new enhanced version of Servicebot, the older version of the Slack Servicebot will be discontinued by May 1st, 2024.
What is changing?
Agents will no longer have access to the legacy Servicebot for Slack. You will have to install the enhanced Slack Servicebot from Freshservice Marketplace and transition your employees before the legacy Slack Servicebot is discontinued.
If you have any Freshservice groups mapped to Slack channels, these mappings will have to be recreated after you install the new Servicebot.
More details here.
Discontinuation of Conversational UI
As we focus on supporting and enhancing the latest version of our support portal as well as our interfaces through collaboration platforms like Slack and MS Teams, we will be discontinuing the Conversation UI requestor portal by May 1st, 2024.
What is changing?
The conversational UI requestor portal will no longer be available for users to interact with the service desk. Users will be redirected to the non-conversational interface of the support portal.
More details here.
Discontinuation of Canned Response Suggester & Solution Article Suggester
Since the new Reply Suggester, which is part of our Freddy Copilot offering, is an enhanced version of both the Canned Response Suggester (CRS) and Solution Article Suggester (SAS), these will be discontinued by May 1st, 2024.
What is changing?
Both CRS and SAS will not be available after this discontinuation.
Note:
- Reply Suggester is currently in public beta and will be available as a paid feature starting Feb 5th, 2024.
- Users will be able to create and use canned responses and solution articles. Only the ‘suggester’ (that intuitively suggests responses or articles) will be discontinued.
More details here.
Discontinuation of Ask Freddy in Freshservice Analytics
Note: Ask Freddy in Freshservice Analytics was discontinued in Jan 2024.
What is changing?
The Ask Freddy functionality in Freshservice Analytics will be discontinued from Jan 2024.
More details here.
Please reach out to [email protected] for any support or queries.
