What's new with Freshservice
See highlights from our monthly product updates
Product Updates 2025
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Freddy AI Agent moves to GA
Empower employees with 24/7 personalized assistance using powerful AI that's trustworthy and easy to adopt.
Pre-publish draft workspace reviews
Publish service items or solution articles while the workspace is still in 'in-setup' mode (previously called 'draft' mode).
Enhanced Automation Scheduler
Create and manage automation schedules more intuitively and with greater flexibility.
Maximize business impact of Freddy AI Agent (Beta) with ROI reports
Gain insights into Freddy AI Agent's performance and adoption to optimize efficiency and ROI. Identify gaps and improve self-service capabilities by analyzing usage trends and deflection rates.
Product Updates 2024
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Alert Suppression during Maintenance Windows
Alert Suppression during Maintenance Windows Suppress alerts and prevent them from creating incidents or triggering notifications when any asset is under maintenance.
Asset field addition in document generation
Asset field addition in document generation Add asset fields in document templates to enable clear record-keeping and acknowledgement of assigned and returned assets.
MS Excel Exports in Freshservice Analytics
MS Excel Exports in Freshservice Analytics Download tabular data or export data to email or schedule data pertaining to a specific widget or a report in the .XLSX (MS Excel) format.
Advanced ITAM enhancements
Advanced ITAM enhancements Introducing powerful enhancements to Freshservice’s Advanced ITAM integration (powered by Device42).
Product Updates 2023
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Holiday theme enablement
Bring the spirit of the festive season into your everyday experiences with our holiday theme.
Delegate form submissions
Stakeholders involved can delegate form submissions assigned to them during their absence.
Sandbox support for MIM
Pro and Enterprise customers can now design and test their Major Incident Management process in their sandbox accounts.
Freddy AI Insights service operations
With Freddy AI Insights, equip decision-makers with relevant insights at the right time in a conversational way. Beta.
Product Updates 2022
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Service Health Monitoring
Users can gain a service-oriented perspective on the state of their digital operations.
New Billing Experience
Freshservice signups from November 23, 2022 can now view and manage subscriptions through the Unified Billing Experience (UBX) within the Neo Admin Center.
SaaS Management Sync Update
The discovery and sync process is now enhanced with better visibility, background sync status refresh, improved API rate limit optimisation, and user deletion sync.
No-code end user portal builder
Skip bulky code management to create accessible, localized portals the no-code way.
Product Updates 2021
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MSP support for AI agent
Enable AI agent for MSP on enterprise plans, where all the portals are used by employees of same company.
Kanban Board for Tickets
Identify, analyze and prioritize work by visualizing complex tickets set in stages for better visibility across teams.
More apps for SaaS management
Integrate with DocuSign, Smartsheet, and Box to track and manage their usage right within Freshservice.
Freshdesk-Freshservice integration
Automate repetitive tasks on Freshdesk and assign or prioritize requests in Freshservice from Freshdesk.
Product Updates 2020
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User Lookup Fields
Trigger emails or approvals to the users selected in the look-up fields of service item forms.
Supervisor rules
Automate tasks based on how long a ticket has been in a particular custom status using supervisor rules.
AI agent Microsoft Teams Beta
Deliver IT support to employees in the channels where they are and save agents’ time on tasks that can be automated.
Alert Management
Get a holistic view of your IT infrastructure health from a single pane by connecting your monitoring tools with Freshservice.
Product Updates 2019
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Microsoft Teams Integration
Update, respond, and receive notifications about new tickets right from MS teams.
Microsoft Teams Integration
Push notifications to MS Teams about new tickets, update or respond to the tickets with Freshservice Bot.
Freshrelease Integration
Bring projects and ticketing closer to enhance the collaboration between the IT and development teams.
Closure Rules
Admins can ensure tickets are under check and not closed as and when required by the agents.
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