Note: Please read this article in its entirety and make a note of the actions you may have to take.


Freshservice is implementing changes/upgrades to some of its systems and features to provide improved services and an uninterrupted IT service management experience. Here’s a list of changes that are expected in May 2025 and their respective impacts:


TABLE OF CONTENTS

1. Allowlist Freshworks domains for Freshservice mail server users
2. Deprecation of legacy Jamf marketplace app
3. Changes to Cloud compute asset types
4. Fair Usage Policy (FUP) for Freshservice Analytics

1. Allowlist Freshworks domains for Freshservice mail server users

Freshservice recommends adding specific domains to your mail server allowlist to maintain seamless email delivery, prevent messages from being marked as spam, and ensure they reach your inbox directly.

  • Date: May 6, 2025
  • Impacted accounts: Freshservice mail server users, particularly those with configurations that may filter or block incoming emails from Freshservice.
  • Action Required: Allowlist the following domains in your mail server settings to ensure emails are delivered directly to your inbox:
    • freshservice.com
    • freshworks.com
    • freshemail.io

Note: Contact your administrator to add these domains to the allowlist. If the allowlisting is not completed by the specified date, Freshservice emails may be directed to the junk or spam folder.


Allowlisting instructions for the United States, Europe, India, and Australia data centers.

2. Deprecation of legacy Jamf marketplace app

Freshservice will deprecate the legacy version of the Jamf app by May 2025. If you are still using the legacy application, please upgrade to the new Jamf app (Version 2.0) with enhanced security from the Freshservice marketplace before the end of April 2025.

The legacy version of the Jamf app authenticates users through username and password, which is a legacy standard and is no longer supported by Jamf. The new application aligns with the enhanced Jamf security standards.

  • Date: May 6, 2025
  • Impacted accounts: All accounts currently using the legacy Jamf app.
  • Action Required: Upgrade to the Jamf app Version 2.0 from the Freshservice marketplace.


More details here.


3. Changes to Cloud compute asset types

Freshservice will deprecate the Cloud compute asset type hierarchy in the IT asset management module to maintain a single record for every discovered Cloud compute asset and avoid duplication.

We will gradually migrate the Cloud compute assets for existing customers under the new Hardware asset sub-types irrespective of the discovery sources to enable consistency in discovering IT assets across all asset discovery sources in Freshservice under a single hierarchy.

  • Date: Not applicable. The data migration process for existing customers using the deprecated Cloud compute asset types will be initiated after the customer raises a support ticket.
  • Impacted accounts: This deprecation will impact customers subscribed to Basic Discovery who match the following conditions:

        - If you have any assets under the deprecated Cloud asset type in Inventory.

        - If you have Cloud assets discovered via discovery sources, such as AWS, Azure, VMware, and Intune.

  • Action Required: When you plan to install any additional discovery source for Cloud compute asset types (such as AWS Cloud Management), you will need to raise a support ticket to prevent data duplication. The data migration process will be initiated after a support ticket is raised.


More details here.


4. Fair Usage Policy (FUP) for Freshservice Analytics 

Note: We have extended the implementation date of FUP to November 5, 2025, from the previous date of May 6, 2025. The following section has been updated to reflect the same. For any questions, reach out to our support team. 


Freshservice is introducing a Fair Usage Policy (FUP) for all users of the Analytics modules. To ensure all users have uninterrupted, performant, and smooth reporting experiences, we are implementing safeguards in some of our analytics capabilities starting November 5, 2025. Reports that are not modified to comply with FUP limits before November 5, 2025, will be moved to the Trash folder.

  • Date: November 5, 2025
  • Impacted accounts: Accounts with reports, data exports, or schedules in Analytics that violate the Fair Usage Policy will be impacted by this change.
  • Action Required: Make changes to ensure that all reports adhere to the FUP before November 5, 2025. Follow in-product instructions (displayed for relevant accounts in product since May 16th, 2024) and resolve FUP violations.


    If you have questions, reach out to support@freshservice.com 


More details here.