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 2026 and their respective impacts:
TABLE OF CONTENTSIntroducing groups and chains in Approvals
Freshservice is changing how approvals are raised and granted. Freshservice is introducing approval groups and chains to facilitate approvals that happen simultaneously.
Date: May 5, 2026
Impacted accounts:
Accounts with workflows containing multiple "Send Approval Email" actions within a single node. Workflows with consecutive approvals (e.g., Approval 1 > Approval 2) will continue to function as before.
- Accounts with nodes following an approval node or those with approvals distributed across multiple workflows.
Accounts with approvals in the last node of workflows, followed by approvals in subsequent workflows.
Accounts that trigger approval requests using Freshservice API endpoints.
Actions required: For all use cases that can be replicated with approval groups, Freshservice will perform the transition with no intervention required. However, it is strongly recommended that account admins refer documentation and impacted scenarios, be mindful of the new process, and implement changes to their workflows accordingly.
For accounts that may be impacted, these actions are to be taken.
Learn more | Frequently Asked Questions.
Upgrade Sandbox account
Take advantage of the latest enhancements in Sandbox by upgrading to the newest version. This upgrade includes performance improvements and optimizations.
Date: May 5, 2026
Impacted accounts: All accounts
Actions required: If your Sandbox was created before September 10, 2024, upgrade to the latest version. Failure to do so may result in using an outdated version with limited capabilities.
Freshservice Analytics Usage Limits
Note: Usage limits for Freshservice analytics was announced as a part of the May 2025 notice. The implementation deadline was set for November 5, 2025. This has since been extended to March 31, 2026.
Freshservice has implemented usage limits in Analytics to help maintain reliable performance and a consistent reporting experience for all customers. Plan-based usage limits and an option for automatic resolution are now live in Freshservice Analytics. Users can review the detailed plan-based limits here. The automatic resolution option lets users select a report date range and automatically apply it to all affected reports.
Resolution Date: March 31, 2026
Impacted accounts: Accounts with reports in Analytics without a report date range.
Action Required: Review and update impacted reports using the in-product instructions. Use the automatic resolution option for bulk updates.
If you have questions, reach out to support@freshservice.com.
Learn more.
Non-blocking Workflow Execution for Approvals
The configuration “Unblock subsequent workflows from pending approvals” under Workflow Automator Settings is being deprecated to ensure a seamless approvals automation process. This is to help support advanced automation scenarios in the future. Following this deprecation, the ability to manually enable or disable non-blocking workflow execution when waiting for an approval will be removed. Since the introduction of approval groups, if a workflow is paused waiting for an approval, subsequent matching workflows will always continue to execute.
Date: May 5, 2026
Impacted accounts: Accounts that have the unblock configuration disabled. (Applicable only for accounts who have approval groups enabled after Nov 30, 2025)
Action Required: Update your approval workflows to verify that they do not contain approval actions followed by other nodes, and modify them accordingly before May 5, 2026.
If you have questions, reach out to support@freshservice.com.
Learn more.
