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You have ## contacts that need your attention.We’ve started receiving the warning message:“You have X contacts that need your attention.”After investigation, we learned that this appears to be caused by the specific phone number formatting we use for our contacts. It seems that the system recently began enforcing a stricter format, possibly to align with phone integration or third-party telephony standards.Current Behavior:Our team does not use any phone integration features. We typically reference the phone number visually from the Contact Information section and dial it manually. The previous formatting was easier to read and understand at a glance. Example of easy-to-read format:(603) 123-4567 Ext. 123 Example of required (system-compliant) format:+6031234567123 While the latter is technically correct for integrations, it is much less human-friendly and harder to read.Proposed Solutions: Allow custom or multiple acceptable number formats — for instance, permit both human-readable

How can I use Analytics to report on deactivated requesters and agents?  This is challenging my Asset Management team to identify which assets are still assigned to employees that are no longer working at the company.  The asset Used By field has the name followed by "(Deactivated)" when viewed in the console, but we can't report or export that same information and designation. 

In our previous ITSM tool, when an asset is decommissioned, replaced, wiped, etc. It is kept in the system for auditing purposes but then made unavailable. This means agents can view the history of the device for auditing purposes but that customers (requesters) are not able to select it as an asset in their ticket and it disappears from any tickets making it unavailable and no longer active. I presumed that Freshservice did the same when you made an asset End of Life, this would then remove it from an active state and make it unavailable for requesters to attach to a ticket and remove it from their assigned assets.  Could this be added to the system as a priority. This is a basic functionality that should be readily available and isn’t. You should be able to mark it as different states and then be able to determine what happens with the asset (e.g. if you set the status to retired it then hides it / makes it inactive and unable to be selected). For example make the states be customisa

Due to security requirements, users have started sending digitally signed emails. But in freshdesk we just see “not given” and smime.p7m attachement is visible.Please support decoding or displaying the content of S/MIME encrypted attachments.  

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A majority of our workflows start with “Service request is submitted → if requested item = “request” continue along this workflow”. Then in each node that we need placeholder information I have to re-select the service item to bring up the appropriate placeholders, its already established we are working with one specific request. Or, if I need a conditional further down the line it needs to be a two level conditional with the first level confirming the service item, and the second checking specific fields. If we could have workflows associated directly to a service item I think it could streamline creating the workflows, prevent mistakes, and organize the workflows tab. Instead of having 10+ service quests that all start with “SR -”Requested item” do these 4 things for a specific situation”, all of those could just be collapsed under “”requested item” specific workflows”. These could potentially be accessed right from the screen the request is created/configured from? 

We would like the option to add new ticket activities directly into an active Journey without editing the template. We want these tickets to have full visibility to onboarding/offboarding details without extra clicks. We currently create normal (manual) Freshservice tickets and link them (parent/child or related) to the existing Journey ticket, but this creates extra clicks or lack of information for the agents working the ticket.

It would be incredibly helpful to have the ability to filter associated tickets within a problem. We frequently need to determine which tickets are still open and need specific actions if the ticket is pointing to a workaround or still need the permanent applied fix. This would enhance communication with impacted customers and give better understand to impact over time. 

I recently installed the Powershell Orchestration and there’s a few things I’m not in love with from a security perspective.The password is in plain-text. Even after you save the workflow, the password is still in plain-text. This is not a good security practice. Any way to block out the password and not display it to the user? Additionally, profiles are created as part of the Powershell Orchestration settings, but then you aren’t even using a profile in the Inline Command. Instead, you have to manually supply a username and password. When a script is called, it looks as if NTLM is being used to access the script. Can we have a choice of what to use? When I use the Execute Command to run a script, it only loads in the first part of it and says it executed successfully - not executing any of the commands in the script. If anybody has any insights, I’d love to hear them to get this to work. Thank you!

Microsoft Sharepoint is a very common intranet platform for businesses; However, the FreshService status widget does not function in SharePoint Online due to iframe and CSP restrictions common across M365 tenants.A more compatible approach would be for Freshworks to provide:A documented, read‑only Service Status JSON API, and... An official SPFx-based SharePoint Web Part that consumes this API. This would align FreshService with Microsoft modern development standards and eliminate widget compatibility issues across SharePoint and Teams.Thank you for your consideration in making a major enterprise-grade improvement to the platform!

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I propose adding an archive function for old solutions that you don't need anymore but don't want to delete, either. I also propose adding a function similar to those offered by Word and Google Docs, which would be a global Find & Replace function.