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The ability to add time entries not tied to a change, ticket, project or release. I’d like to be able to add and account for non productive (non billable) time as well.  also the ability to add time entries to projects in the mobile app. 

It would be nice if we had the ability to move the time entries to the top of the side-bar as I get complaints from my agents about it being at the bottom as opposed to the top. It is just easier to be able to start and pause the time if it is right at the top by the ticket details than at the bottom.

Like other modules and features in Freshservice, it would be nice if you could see the source of how that person was created or updated and what they are linked to e.g. if Azure created them but they were also updated via a Workflow (not that this feature is available for users) or User or CSV import.  This would also be useful with an activity log for what has changed with a person that is only available for agents to view. That way we can see who changed what, when and with what on a person’s record. For proper auditing and knowing what was changed from and to.

We deal with a high volume on tickets and it’s not practical for the owner of the tickets to have to click through several pages of their open tickets.I would like Freshworks to implement a feature where you have the option on the setting page to adjust the number of results displayed on each page ie: 30,60,100, or all. Doing so will allow the agent to prioritize the full scope of tickets they have open. This idea has been brought up several times over the years, with no ETA from Freshworks. Please like/comment if you feel this will benefit your employees.

We need to start doing asset management in our instance, but the only role that we can see to add the option for an agent to be able to import and manage assets is to give them full admin rights. Could we have some more options so that people can import and manage assets without needing to be a full admin please?

Is there a reason why we still don't have the option to sort Ticket Views alphabetically in the sidebar?Currently, it feels like the order is either fixed or based on when the view was created, which makes it a bit of a scavenger hunt when you have more than five or six views to manage.I’d love to be able to use a simple naming convention (like adding "01_" or "A_" to the start of a title) to force my most-used views to the top and push the "once-a-month" views toward the bottom. It seems like a small UI tweak that would make a huge difference for daily workflow efficiency.Does anyone know if there is a workaround for this, or if it’s on the roadmap?Current Workaround: I'm currently stuck searching to find specific views, which isn't ideal.Would love to hear if others are feeling this pain point!

We have several processes which involve creating a document that is then printed and sent to a customer (or emailed via PDF). In doing this it emails the requester that the form was created.  We additionally need to move the file out of the ticket and into a third party document storage system (I’ve automated this via Powershell script).Given this use case, notifying the requester of ticket generation is not needed. Additionally, if it could be attached via Service item attachment instead of as a conversation that would clean up retrieving the file from the Additionally, being able to customize the file name on output would be nice. It appears that all templates follow the naming convention below. The ability to specify the name using placeholder values, just as with other items, would be huge.  In my use cases, I’m able to change the file name via an existing powershell script that gets the attachment out of the conversation automatically and moves it to a UNC Path, but it would be on

It would be really useful to be able to associate multiple document templates with a single service item. For example, a promotion request service item may allow a requester to include changes to base salary, short-term incentive, and long-term incentive so the letter would not be the same for every request. It would be ideal if we could associate letter templates that accommodated the varies needs (e.g., base salary adjustment only, base salary plus LTI adjustment, etc.). 

Would be good if you could make the whole system read-only, while there are major maintenance outages or if you are not yet live and only want people to access the system for testing purposes. Otherwise, you are constantly having to going through and updating everyone’s permissions - which is not feasible to an agency as large as ours. Plus also requires us to remember to update everyone and ensuring nothing is missed.  You should be able to say, make read only - except for these groups of people and people able to toggle it off and on again if needed for set up.

We are wanting to have a field added so a requester can type a topic (ie. printers) and that will provide option(s) that when selected, fills in the fields at the “Category” level and should also extend into Subcategories / Items without having to search specifically at that level to assist the requester or agent in finding what they’re looking for.Ideally, if I search “Printer”, I would be presented with the available items I can select from and choose the appropriate scenario.Hardware (Top-level category containing search term)   |_Printer      |_Purchase      |_Printer JamandSoftware     |_Windows        |_Add A Printer (Item-level category containing search term)This would alleviate so much hunt/peck for requesters, especially new employees to the organization.

Cosmetic coatings are specialized protective layers applied to a car’s exterior to enhance its appearance and safeguard the paintwork. These coatings form a durable shield that protects your vehicle from environmental damage such as UV rays, dirt, water spots, bird droppings, and minor scratches.Unlike traditional wax, cosmetic coatings like ceramic or polymer coatings bond chemically with the paint surface, providing long-lasting protection that can last for months or even years. This means your car stays shinier, cleaner, and easier to maintain.Cosmetic coatings not only improve your car’s aesthetic appeal by giving it a deep, glossy finish but also increase its resale value by preserving the original paint condition. Investing in high-quality cosmetic coatings is essential for anyone who wants to keep their vehicle looking new and protected against everyday wear and tear.

Maybe I am doing this wrong, but a lot of the integrations from the marketplace (and webhooks initiated in the automations) require a users api key. I think this is really poor practice, as a lot of the integrations are using my API key. So if I leave, that API key will no longer be available and all the automations and webhooks will break. Unfortunately there’s no static API key outside of a user granted in the freshdesk system, and I feel like it’s kind of insane to have to pay extra money for an additional user license to have this all not be a SPOF.

I have been working on a few projects lately. I have been using Custom Objects because they are mini-databases that I can use to help with service requests, but I noticed a few issues that make me hesitant to continue using them. Let’s look at a scenario together. Scenario #1: Informing customers of a specific product about upcoming downtimeIn this scenario (which happened IRL) - I have a product that is critical to the Law Enforcement community. I need to inform that community that the product will not be available for approximately 30 minutes. Cool. Here’s the rub though - not all of my customers use said product. So, I don’t want to send it to all my customers in my FreshService instance. I want to send it to a subset of users.I currently have a custom object with a list of customers who are on the new application. However, when I create an announcement, there’s no way to add users from a Custom Object. This brings me to request #1.Request #1 : Allow access to Custom Objects from An

You should be able to refine your search even more. The fact there are only 4 options available to filter on and you cannot search a specific date and time but then are forced to click through pages to try and find the exact log you were looking for. What if the thing you were trying to find was done a month ago but you cannot select the date and are instead forced to go through hundreds of pages to get to the specific Log you were looking for.  You should be able to select a time, as well as a specific day. The date range is not sufficient and should be at the top of the list not hidden at the bottom.  You should also be able to search on All Users not just on Agents OR Requesters. What if you were looking for a change made on an account needed to know both. You would have to sift through two sets of searches.

You should be able to filter on the type of action that occurred. I have a need to find out what requesters were created but I can’t and now have to filter through potentially thousands of pages to check each page individually to find the creates.

There should also be a user workflow so you can use it to update a person’s details based on certain criteria e.g. If a person was synced from M365 integration and they are supposed to be in a specific organisation or agency based on their email address, then you should be able to add a scheduled workflow to update those details.

Users might associate it with an "About" or "FAQ" link. The icon-graphic could use a clearer symbol

Currently the automation action “Create a new ticket” does not apply when a ticket was created via New > Email, but only to source email, portal, or phone. We should be able to choose the source, including custom fields.

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