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Freshservice is a cloud based top notch IT and Enterprise Service Management automation solution, covering main ITIL4 practices and powered by Freddy AI as a Copilot, GenAI and analytics engine.
In this article we will review the list of upcoming features from Freshservice Release Notes - October 2025.
Category: IT Service Management
Description: The Employee Self-Service Portal now integrates the Freddy AI Agent — a chatbot that helps users search for answers, resolve issues, view tickets, request services, and manage approvals in a conversational way.
Summary: Freddy AI is now available directly in the employee portal, improving self-service and resolution speed.
Category: IT Service Management
Description: Intelligent Routing automatically assigns tickets to the most suitable agents by considering workload and availability, helping reduce reassignments and improve resolution time.
Summary: A smart ticket routing system that considers agent workload and availability is now in private beta.
More details here.
Category: IT Service Management
Description: Agents can now use the “Reply using AI” button to automatically generate troubleshooting steps and professional responses with Freddy AI Copilot.
Summary: Freddy AI now helps agents quickly write accurate and professional ticket responses.
More details here.
Category: IT Service Management
Description: Freddy AI Insights now supports creating custom metrics and applying filters to focus on the most relevant data for each organization.
Summary: Freddy AI Insights now allows creating custom metrics and reports tailored to each organization’s priorities.
More details here.
Category: IT Service Management
Description: Users can now drill down from Root Cause Analysis insights to specific tickets to validate findings and take corrective actions directly.
Summary: Users can now drill down from RCA insights into specific tickets for faster validation and action.
More details here.
Category: IT Operations Management
Description: Freshservice now supports test notifications across all on-call channels, including Email, Phone, SMS, WhatsApp, Slack, MS Teams, and the Freshservice app.
Summary: You can now test on-call notifications across all supported channels, including Email, SMS, WhatsApp, Slack, and more.
Category: IT Operations Management
Description: Post-incident reports must now be reviewed and approved by managers or stakeholders before publication, ensuring accuracy and completeness.
Summary: Post-incident reports now require manager or stakeholder approval before publishing.
More details here.
Category: IT Operations Management
Description: Alert Workflow permissions are now separated from main admin settings, allowing secure delegation of alert management without broader access rights.
Summary: Admins can securely delegate alert workflow management without granting broader permissions.
Category: Freshservice for Business Teams
Description: Admins can now edit and manage document templates more easily, track placeholder changes, and automatically handle linked service items.
Summary: Managing document templates is now simpler, more flexible, and more reliable.
Category: Freshservice for Business Teams
Description: Journeys can now be duplicated with a single click, copying forms, stakeholders, and phases for quick customization.
Summary: Journeys can now be cloned in one click for faster setup and consistency across workflows.
Category: Freshservice for Business Teams
Description: The new Journey Dashboard provides widgets and filters to monitor requests by status, type, and owner, with drill-down options.
Summary: A new dashboard provides clear visibility into Journey requests and progress with ready-to-use widgets.
Category: Freshservice for Business Teams
Description: Tickets created from Journeys are now automatically linked to their parent Journey request for better traceability and context.
Summary: Tickets created from Journeys are now automatically linked to their parent process for better traceability.
Category: Freshservice for Business Teams
Description: Teams can now fully customize multilingual Journey notifications, placeholders, and reminder frequency for better communication.
Summary: Teams can now customize multilingual Journey notifications and reminders for better communication.
Category: Freshservice for Business Teams
Description: Employees can now complete Journey-related tasks and approvals directly from the Freshservice mobile app.
Summary: Journey-related tasks and approvals are now accessible directly from the Freshservice mobile app.
Category: Enterprise Excellence
Description: Analytics now properly supports and reports identical custom lookup field names across forms and catalog items.
Summary: Analytics now supports identical custom lookup field names across forms and catalog items.
Category: Enterprise Excellence
Description: Data exports and schedules are now more reliable, with proactive alerts for large file sizes and privilege downgrade impacts.
Summary: Data export and scheduling in Analytics are now more reliable and include proactive notifications.
Category: IT Asset Management and Analytics
Description: Analytics now includes new asset metrics and associations, such as purchase orders, contracts, and relationship counts.
Summary: Analytics reports now include new asset-related metrics and associations with contracts and purchase orders.
Category: Subscriptions and Billing
Description: Starting November 2025, subscription changes will be calculated using daily proration for fairer billing and flexibility.
Summary: Starting November 2025, subscription changes will be prorated by day for fairer billing.
More details here.
Category: Subscriptions and Billing
Description: The billing system is being upgraded for improved backend performance, maintaining all existing plans and features.
Summary: The billing system is being upgraded for better stability and user experience without service disruption.
More details here.
Category: Enterprise Excellence
Description: Session management now uses secure, server-side tokens to enhance authentication security and session reliability.
Summary: Session management now uses secure, server-side tokens to strengthen authentication reliability.
Category: IT Service Management
Description: The interface for configuring custom field properties in the Service Catalog has been redesigned for a smoother user experience.
Summary: The Service Catalog field configuration interface has been redesigned for a more intuitive experience.
Category: Apps / Integrations
Description: The new Automox Orchestration App automates device, policy, and vulnerability management directly within Freshservice workflows.
Summary: The new Automox integration automates device and policy management directly from Freshservice workflows.
More details here.
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