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
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. Deprecation of Cloud compute asset types
Freshservice will deprecate the Cloud compute asset type hierarchy in our IT asset management module by May 2025. This deprecation enables consistency in discovering IT assets across all asset discovery sources in Freshservice under a single hierarchy.
Multiple representations of the same asset lead to conflicting records and prevent a single source of truth within the CMDB. Centralizing all compute assets under a single hierarchy will help eliminate redundant records, retain one primary entry, and improve data integrity. To maintain a single record for every discovered Cloud compute asset and avoid duplication, Freshservice will map the Cloud compute assets under new Hardware asset sub-types irrespective of the discovery sources.
- Date: May 6, 2025
- Impacted accounts: All accounts that are currently using Cloud compute assets.
- Action Required:
- Test and enable the new workflows configured with the newly mapped asset type. Disable the workflows based on the deprecated asset type.
- Create new reports for all the custom reports based on the deprecated asset types.
More details here.
