Recently active topics

Currently, there is no way to save Calendar Views in the change module. During CAB Meetings, a common practice is for the individuals running the CAB meeting to show the change calendar and they have to filter as they go. It would be a great idea for Freshworks to add a Save View option for the Change Calendar so users can adjust the views to the way they want to see and easily navigate between their view options.

The description field at the top of the page - Have this opened by default. With the fact you cannot add images to a content field, I have some information with images and then have to note in the content field to look in the description area.   Be able to add images to Content fields - Having images in the content so we can add images to be able to explain things to users.   Service Catalog item listing - Being able to change how the list of service catalog items are listed, maybe change to two column’s. The main reason is how limited this area is for text. I have had to rethink some of the word of some to get it down to enough characters so it is not truncated. Edit or disable popular items - I would rather disable to popular items and let users see the full list when they load the page.

If you need certain fields to import, then those fields should be automatically selected when you export. That way if you export in order to edit details and import again, you have all those field information and do not need to export again.

In some instances, teams have one group and then they assign the tickets to sub-groups that only their team are able to use. Instead of farming tickets out to individual people, there should be the option to great sub-groups - that only that team can see. That way, there is a primary queue and a sub-queue which teams can manually assign to smaller teams within their section. Or have the ability to make it only visible to your team or be able to be assigned tickets by other agent e.g. if we have a Radio Store team that tickets may need to go to but then there are regional teams within that that workflows can assign tickets to or people but the primary team is Radio Store.

Currently, when someone adds any coding into the Customise Support Portal - this code is only visible to that person and there is no way to update their code or remove it or collaborate. Having the ability to have your own coding and testing window but then be able to see what is currently published to the portal with the relevant coding makes it easier and ensures that no ones coding is written over top of. If someone leaves and does not provide the coding in their Customise Support Portal categories, the risk is that these are then lost.  We should be able to see anyone’s changes and not have to ask any of the Subject Matter Experts or System Support Officers what changes they have made or have to ensure they add all these to a shared article to ensure that none of it is lost. You should be able to flick back and forth between your code and the current code on the portal. Otherwise, this is then needing to be repaired or re-added any time someone wants to make a change.

When a Requester or Agent is deactivated and you search for them, they should not show up in a Requester or Agent Search but instead in a different search category called deactivated or show in a deactivated state in the quick search. Otherwise, it gives the false impression that they are still active in the system - even though their account has been deactivated. Which you are only able to find out by then opening their account from the dropdown that appears or open the search window and search there instead of quick searching.

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Please implement the ability to open PDF attachments in a new browser tab instead of downloading them. This is a pretty big inconvenience to have it download instead opening it in a tab. Further, this presents accessibility issues as the method for opening such attachments should be under the user’s control, based on their selected browser settings. I am quite surprised that opening PDFs in the browser is not supported by Freshdesk! Is this on the roadmap?

When I search for an email domain, e.g. @mycustomer.com, then I would expect that FreshDesk returns ALL emails that were sent or received from anyone with the email address @mycustomer.com. This is especially important for larger customers, where multiple people email us. Instead, only some emails are returned. So, it seems like the search is working, however it's omitting many tickets. Only when I click an existing user from that domain and then click on the "Tickets" tab do I see all the tickets - but only for that one user.This is confusing at best and misleading - I don't always know how many tickets there are. This should really be addressed.

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Please add the ability to report on an Agent’s availability for round robin assignment  Customer is concerned that an agent may mark themself as unavailable, but the only way to know is if you actively monitor the “Agent Availablility” widget on the Dashboard.  From the customer:Letting agents manage their own status would reduce the admin burden, but without visibility it’s often forgotten or misused. Agents may remove themselves when they feel they have enough tickets or fail to re-add themselves promptly. Without reporting, it’s difficult to hold anyone accountable.

A quick thought. when creating A Journey, it would be nice to force a phase to test it, vs waiting the set time for each phase to start or, cloning the Journey and changing the times to have it run faster.

When creating an activity, it would be very helpful to have the ability to assign a task to someone who is not listed as a stakeholder on the journey. Ideally, tasks could be assigned to agents or other internal users, not just individuals included in the initiator form.In our organization, during onboarding and offboarding processes, there are team members outside of IT who are responsible for creating or deleting accounts. At the moment, we use activities to send email notifications to these individuals. The challenge is that there is no built-in follow-up, and we have no visibility into whether the request was actually completed.If we were able to assign a task instead of sending an email, it would allow us to: Ensure continued reminders are sent until the task is marked complete. Maintain a clear record confirming the task was completed. This enhancement would significantly improve accountability and tracking across departments.thanks

Suggestion is to allow proper organisation of the scheduler rather than having a long list.e.g. I have a scheduler to raise a ticket for Licence renewals and also Business Review Meetings with customers (Use MSP mode). If I add a new schedule it just goes to the bottom of the list which is now sitting at almost 50 items to be scheduled. Suggestion is to allow the items to go into Alphabetical order or allow filters so each schedule can be easily found rather than just continually scrolling to the bottom .

At the moment you can bundle an item into another item and then mark it as mandatory. It would be very useful if you could say one of them has to be completed. Not that all of them are mandatory but that at least one has to be selected and completed in order to proceed. Instead of creating a separate drop down with the item names and saying only show the bundled item if in this drop down it is selected and then mark that form as mandatory.