TABLE OF CONTENTS

• Introducing groups and chains in Approvals
• Upgrade Sandbox account
• Deletion of detached Sandbox account
• Non-blocking workflow execution for Approvals

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 from November 2026 to May 2027 and the respective impacts.

Introducing groups and chains in Approvals

Earlier in May 2025, we announced the new approvals framework and the deprecation of the legacy approvals by 01 November 2025.

In November 2025, we extended the deprecation timeline to May 2026, followed by an extension to November 2026 for customers who required additional time to review workflow configurations or for those customers where we identified certain configurations or were using approval APIs. Learn more about such impacted scenarios here.

Despite extending the legacy approvals deadline to November 2026, we continue to receive extension requests from customers.

To manage this transition effectively, we are taking the following steps:

• Impact scan and phased migration: We will scan customer workflows to identify potential impacts. Customers with no detected impact will be migrated in batches:

  • Batch 1 (Pro plan): 01 December, 2026  – 09 December, 2026

  • Batch 2 (Enterprise plan): 10 December, 2026  – 17 December, 2026

• Extensions for identified impact: For customers where we proactively identify workflow impact, an extension will be granted until 05 February, 2027, to account for the upcoming holiday season.

Important note: Although our automated scan may show no impact, custom approval workflows could still be affected. We strongly encourage all customers to review their configurations immediately and reach out with any questions. To qualify for the February 2027 extension list, complete your review and contact our team by the end of November 2026.

Strict final deadline: No further extensions will be granted beyond 05 February, 2027. All remaining customers will be transitioned to the new approvals framework on this date, and we will no longer be able to support issues arising from legacy workflow disruptions.

After you have reviewed the documentation and are ready to move to the new process, you can reach out to your CSM/Freshservice support for immediate enablement as well.

Note that customers who signed up for Freshservice after May 2025 will have the new approvals by default.

Will my existing approvals stop working after November 2026?

No. Sequential approvals will continue to function. Only workflows using multiple approvals within a single node will be transitioned automatically to the new approval groups.

Do I need to make any manual changes?

In most cases, Freshservice will handle the transition automatically. However, if your workflows include any of the above impacted scenarios, review your setup to ensure continued compatibility.

What’s the main benefit of approval groups and chains?

They allow multiple approvals to be raised and processed simultaneously, saving time and simplifying complex approval paths without compromising control or visibility.

• Date: 05 November, 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 workflow 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 are triggering approval requests using Freshservice API endpoints.

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

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: 05 November, 2026

• Impacted accounts: All accounts that’ve received email on Sandbox upgrade

• Action required: If you have received an email to upgrade Sandbox, you need to upgrade to the latest Sandbox version. Failure to do so may result in using an outdated version with limited capabilities. Post 05 November 2026, the older Sandbox version will be detached and no longer supported for sync.

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

Learn more

Deletion of detached Sandbox account

Freshservice customers who have successfully upgraded to the newest Sandbox version and detached the older version must also proceed with deleting the older Sandbox account. This step is necessary because the older version is no longer supported for sync and should be completely removed.

• Date: 05 November, 2026

• Impacted accounts: All accounts upgraded to the new Sandbox version

• Action required: If you have received an email to delete the detached Sandbox accounts, you need to delete the detached Sandbox accounts from the Freshworks Organisation portal. Post 05 November 2026, the detached Sandbox will be auto deleted.

If you have any 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.

For customers who onboarded after May 2025, if a workflow is paused waiting for an approval, subsequent matching workflows will always continue to execute.

Note: We are extending the migration period from November 2026 to May 2027.

• Date: 05 November, 2026

• Impacted accounts: Accounts that have the unblock configuration disabled (Applicable for all existing customers onboarded before May 2025 that have the new approvals groups)

• 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 2027.

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

Learn more