Note: Please ensure that you read this article in its entirety and understand the actions 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. Information about these changes and their impact are below:


  1. Fair Usage Policy (FUP) for Freshservice Analytics

  2. Discontinuation of Legacy Versions of Marketplace Apps

  3. Discontinuation of AWS Orchestration App

  4. Deprecation of the current Sandbox version


Fair Usage Policy (FUP) for Freshservice Analytics

To ensure that all our customers have an uninterrupted, performant, and smooth reporting experience, we are implementing safeguards in some of our analytics capabilities starting May 6, 2025.


What is changing?

  • Starting May 6, 2025, Freshservice Analytics can be used only within specific FUP limits.

  • All existing reports not modified to comply with FUP limits before May 6, 2025, will be moved to the Trash folder. To recover these reports from the Trash folder, they must be modified to comply with FUP limits.

    More details here.

Date

Who will be impacted?

Action Required

May 6, 2025

If you have created reports, data exports, or schedules in Freshservice Analytics that violate the Fair Usage Policy, you will be impacted by this change.

Ensure all your reports adhere to the FUP before May 6, 2025. Follow in-product instructions displayed starting May 16th, 2024, and resolve FUP violations.


If you have questions, reach out to [email protected]

 

Discontinuation of Legacy Versions of Marketplace Apps

We will discontinue legacy versions of a few Marketplace apps to ensure that you get enhanced and consistent app experiences. To ensure that these apps work as expected without disruptions, you will need to upgrade them by Nov 5th, 2024.

Here is the list of apps that need to be upgraded:


What is changing?

These apps, if not upgraded by Nov 5th, 2024, will stop working.

More details here.

Date

Who will be impacted?

Action Required

Nov 5, 2024

You will be impacted if you are using any of the older versions of these apps.

Upgrade to the latest versions of these apps.


If you have questions, reach out to [email protected].


Discontinuation of AWS Orchestration App

To ensure that you get both Cloud Discovery and Orchestration capabilities in a single Cloud Management app, the AWS EC2 - Orchestration app will be discontinued on Nov 5th, 2024.


What is changing?
You will not have access to the AWS EC2 - Orchestration app. Workflows built using this app will stop working.

More details here.

Date

Who will be impacted?

Action Required

Nov 5, 2024

If you use the AWS EC2 - Orchestration app (for cloud asset actions and custom workflows), you will be impacted by this discontinuation.

You can install the new AWS Cloud Management app and uninstall the AWS EC2 - Orchestration app. 

If you have workflows that use nodes from the Orchestration app, replace them with new nodes from the AWS Cloud Management app.


If you have questions, reach out to [email protected].


Deprecation of the current Sandbox version


To ensure you experience the enhanced capabilities of the revamped Sandbox in Freshservice, we will be deprecating the current version of Sandbox by Nov 5th, 2024.


What is changing?

All sandboxes created using the current version will be destroyed on Nov 5th, 2024.

More details here.


Date

Who will be impacted?

Action Required

Nov 5th, 2024

You will be impacted if you have an active Sandbox created using the current version on or before Nov 5th, 2024.

If you have an active Sandbox that belongs to the current version, you can destroy or sync it to enable the revamped Sandbox version in your account. 

For example, If your account has Sandboxes across three workspaces (Global, IT, and HR), destroy or sync all of them to access the revamped version.

If you have questions, reach out to [email protected]