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Why can you only make the Resolution Notes mandatory on Closure in the Major Incidents. This field should be able to be made mandatory on all ticket types.  At the moment we have no way of forcing this field to be completed as it is not in the Business Rules to be able to be selected, it is not in the Field Manager to mark as Mandatory and the only place it appears is in the Closure Rules and is only able to be done on Major Incidents. This is not useful. You should be able to utilise this field (seeming it is visible on all ticket types) and make it mandatory upon closure. Also we cannot make it mandatory for other Closure types other than close or resolved. Major Incident in our system also use the Closure Reason of Restored but we cannot make this field available if that is selected, which makes the field almost unusable.

ATM system-wide everything is ordered and unable to be changed from creation date, rather than alphabetical ordering.  This can be confusing when you are trying to find something and makes it hard to search in areas that are not searchable. Can the system please be changed to A-Z ordering rather than creation date? Administration processes can be slowed down because of this as it is hard to find specific information at first glance and sometimes can mean the duplication of roles or rules or specific.

We have recently moved to the New CSAT framework in Freshdesk. While the Advanced CSAT report provides the main CSAT metrics, the experience for reviewing individual customer comments and response-level feedback is now less practical than it was in the older CSAT report.At the moment, customer comments can be accessed through the Underlying Data option. This does work, and it allows additional fields such as Ticket ID, requester details, agent, group, and survey name to be added. However, this process is more cumbersome and less intuitive than the previous CSAT response view.The previous CSAT response view was more visual, interactive, and easier to use. It was much better for quickly reviewing customer comments, presenting feedback internally, identifying trends, and following up on specific service improvement opportunities.The current New CSAT response-level view is mainly presented as a standard table, which makes it less effective for quick review and presentation purposes. I also

We are importing contacts somewhat regularly and would like a way to remove contacts created before a specific date, but we don’t want to remove contacts that have tickets associated with them as that would remove potentially important documentation.Allowing a filter of ‘Associated Tickets’ with an option of ‘Yes’ or ‘No’ would allow us to filter Contacts created before a specific date that have no associated tickets, which would provide an easy option for bulk removal of Contacts that do not need to be in the system.

As of now it is possible to create an URL with parameters for standard fields, that will prepopulate the new ticket form in the requester portal with values.E.g. https://OUR_DOMAIN/support/tickets/new?workspace_id=2&subject=TestThis will set the workspace and the subject as prepopulated in the form.After searching the forums and also chatting with a support agent from Freshworks, I understand that this is not possible to for custom fields. I’d like to see the same possibility implemented for custom fields. The underlying idea is to publish links on our intranet, to allow for the user to easliy report issues, without having to make multiple choices in the portal (we have several workspaces and it is not always crystal clear which one to pick)

At the moment it does not appear you can export and report on Paragraph Text (Rich Text) within Freshservice. It does not appear a part of the data dictionary in reporting. Can this please be added (e.g. the description of asset types) so it can be pulled into reports?

Instant response time is something all of us strive for, but that is very difficult to meet when interacting with human agents. As a chat queue increases, the response time increases and our customers start seeing messages like "Replying in under 2 minutes" or "Replying in under 35 minutes"While our customer is waiting for an agent to reply, can we allow our agents to play a small mini-game that can keep them engaged.

Could we please have the ability to export full ticket conversations, either (or both) via within each ticket itself (so an Export option) or allow to be included in Reports/Analytics.We sometimes get audited, or managers needing an export of a ticket to review.

After closing a ticket, we ask our customers to supply a survey.They have the possibility to choose between extremely satisfied / satisfied / not satisfied - not unsatisfied / not satisfied / extremely unhappy When they choose those where they are not satified, i’d like to have a mandatory field to be filled to give some more explanation

Hello,I think it could improve analytics to have more Date Range in Analytics, for example :Last 12 monthsLast 13 monthsLast 4 weeksLast 5 WeeksBecause today whenever I use Last 366 days, group by Months, I know the 1st month displayed will be wrong if it’s the 12th of May, the month of May minus 1 year will start the 11th, so incomplete.Same with weeks, I’d like to display the last 4 or 5 weeks, but if I select last 30 days, groyp by week, the 1st week will also be incomplete

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Hi Freshworks Team and Community,I am currently developing custom integrations for self-service customer support portals to help reduce overall incoming agent ticket volume. A feature we desperately need natively inside Freshdesk/Freshservice portals is a low-latency, client-side calculator widget builder. To test how a tool like this impacts user interaction and reduces ticket deflection, I built a standalone, responsive calculator engine using vanilla JavaScript data arrays. It handles complex, multi-variable logic loops directly in the client's browser (calculating dynamic price variations and nutritional tracking points simultaneously depending on size parameters).You can interact with the live layout configuration and check out the responsive UI performance model here:Live Development Proof of Concept: https://swigdrinksmenu.comHaving an identical native widget block available inside our portal layout customizer would allow teams to build instant quote calculators, shipping estima

Hi everyone — thought I’d share a tool I built that might be useful, especially if your team handles education, training, or assessment workflows.Easy Grader is a web-based tool that instantly converts test results (number of questions, wrong answers) into percentages and letter grades. No manual math, no confusing spreadsheets — just quick, accurate grading in seconds.We’ve had some great “aha” moments integrating it into training systems: Automating batch grading during review weeks Embedding the grader into learning dashboards Using it to generate consistent grade feedback across multiple classes If your organisation deals with assessments, quizzes, certifications, or training content, this tool might save you a ton of time and reduce errors. I’d love to hear feedback or see how others adapt similar tools in their setups.Happy to answer questions or brainstorm integration ideas!

Training becomes more effective when users can apply concepts instantly. Integrating simple learning tools like an interactive calculator (similar to https://ti84calculatoronline.org/) within Fresh works products could help users test formulas, metrics, or logic in real time. This would bridge the gap between training and real-world usage, improving understanding, confidence, and long-term adoption.

CURRENTLYCurrently, the canned responses Admin page for a Canned responses folder auto-”sorts” based on the date a response was created. This is a NIGHTMARE when trying to tweak the content of a canned response you didn’t make in the recent past. You have to read through page by page to find the one that you are looking for. When you have 100-200+ responses this is time consuming and a bit ridiculous! Yes, admins/account admins can import and export, this does not help my non-admin agents and no, I will not make them admins. (I’m making another Idea post about this rant of mine) IDEAPlease create a Canned responses search that will search both content AND title for keywords and sift results. This would be akin to the Solution Article search that is employed on the Portal. Also appreciated would be a way to sort Responses Alphabetically or by Recent Usage instead of the order in which it was created. Even if all that is added is a “here’s your most recent 10 used responses” in the Admin

Adding the tag {{ticket.agent.name}} to the email reply template only inserts the name of the assigned agent. If no agent has been assigned, it’s blank. If you’re replying in a ticket that’s assigned to someone else, it’ll pick up that other agent’s name.There should be a tag that inserts the name of the agent that’s currently logged in.

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It would be nice to be able to use Canned Comments in the resolution notes field. We’d be able to quickly paste resolutions/content on common tickets.Another option would be to allow Resolution Notes to be added via Scenario Automations. Either one would greatly increase efficiencies in our Help Desk.