Unpacking the Top Features of Freshservice's September 2023 Release
The IT Service Management landscape is ever-evolving, and Freshservice is at the forefront of this transformation. The September 2023 release brings a plethora of new features and enhancements aimed at boosting productivity, enhancing security, and improving user experience. In this blog post, we'll delve into the most impactful updates that you should be excited about.
Generative AI-Powered Tools with Freddy Copilot (Beta)
Who it's for: Enterprise plan customers
Language Support: English only
Freddy Copilot is an AI-driven assistant designed to supercharge your IT staff's productivity. The beta version offers:
Automatic Ticket Summary Generation: Get a concise summary of how a ticket was resolved, capturing the context from all ticket responses.
Automatic Ticket Reply Suggestions: Speed up ticket responses with auto-generated replies sourced from your knowledge base.
Auto-generate Help Articles: Create solution articles from public sources to tackle commonly occurring issues.
Servicebot on Microsoft Teams
Who it's for: All Freshservice users
Language Support: All Freshservice languages
Servicebot is now available on Microsoft Teams public channels. Employees can get quick answers by tagging Servicebot, which will provide relevant help articles and service requests. Plus, Servicebot now supports all languages Freshservice supports, making it globally accessible.
Modern View for Problems
Who it's for: Starter, Growth, Pro, and Enterprise plans
Freshservice has redesigned the Problems view for a more modern and scalable experience. Users can toggle between the classic and modern views for the next 30 days, after which the modern view will become the default.
One-to-Many Associations Across ITIL Modules
Who it's for: All Freshservice users
Agents can now link multiple changes to tickets and problems, enhancing problem and change tracking within the service desk.
Enhanced Email Approval Experience
Who it's for: All Freshservice users
The email approval process is now more seamless, thanks to the "Approve" and "Reject" buttons in email notifications for tickets and change requests.
Audit Logging for Profile Changes
Who it's for: All Freshservice users
Audit logs are now available for requester/contact profile changes, providing enhanced transparency and accountability.
Time Zone Inclusion in Email Notifications
Who it's for: All Freshservice users
Email notifications for service requests will now include time zone details, facilitating better communication and scheduling.
Cloud Discovery Enhancements
Who it's for: IT Asset Management users
Managing Cloud Discovery is now easier with a streamlined integration process, reducing the steps involved in account creation and management.
Improved SaaS Usage Data for Zoom Integration
Who it's for: IT Asset Management users
Freshservice has enhanced its Zoom integration to provide more comprehensive usage data, including meeting data for 60 days and tracking the last used date.
Conclusion
The September 2023 release of Freshservice is packed with features that promise to revolutionize how you manage your IT services. Whether leveraging AI for better productivity or enhancing your asset management capabilities, this update has something for everyone.
For more in-depth information, you can visit the Freshservice Community.