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Hello All,We want to create report to display all mereged ticket but when I applying filter on report its not showing any data. However we have few merged tickets created in our application. I need some helpful advice to rectify this issue. Thank you RegardsShyam

Hello Freshservice Community,I’d like to propose the idea of integrating a built-in password manager within Freshservice. As an IT service management tool, Freshservice is already a central hub for handling incidents, service requests, and asset management. Adding a secure password manager would further enhance its capabilities by allowing teams to safely store, share, and manage passwords directly within the platform.Benefits:Secure Storage: Having a password manager integrated with Freshservice would provide a centralized and encrypted space to store sensitive credentials, reducing the need for third-party tools. Access Management: Administrators could control which team members have access to specific passwords, allowing for role-based permissions and enhanced security. Incident Resolution: When resolving incidents that involve access issues, the support team could quickly retrieve necessary credentials, improving response times. Audit and Compliance: The password manager could incl

Programmatic access to attachments on tickets and conversationsMany of our tickets contain screenshots, screen-recordings, log files, and other binary attachments — both in the original ticket description/body and in subsequent conversation entries (replies, notes, customer screenshots). Our integration needs to retrieve those bytes so we can pass them to downstream tools (LLM agents, automated reproductions, etc.).Current stateWhen we fetch a ticket via GET /api/v2/tickets/{id}?include=conversations,requester,tags, the response describes attachments structurally — we can see filenames and sizes — but we can't retrieve the actual file content via the public API. There appears to be no attachments array with downloadable URLs at either the ticket level or per conversation entry, and no GET /attachments/{id} endpoint.Inline images embedded in the HTML body of a description or conversation reference Freshservice CDN URLs that require authenticated session cookies, not API key auth, so the

When creating a custom view, the only thing that gets applied to that view are the filters. We need the ability to standardize what columns are seen within that view as well, and it needs to be the same for all agents.

Right now, we can create ticket views and save them, but the specific columns used in those views do NOT save.  I brought this to support and they told me columns stick per browser session in cache, but do not save and display for everyone.  We depend heavily on custom columns.  The ability to save columns with ticket views not only seems logical, it would be highly beneficial and allow us to make full use of custom felids.  

I have been unable to locate a way to enable the "Finish to Start Dependancy" on TASKS automatically.We have certain processes that require "Finish to Start Dependancy" to ensure proper execution order and would like to enable "Finish to Start Dependancy" based on a Workflow for certain ticket types.  I have been unable to locate either a Workflow automation, Scenario or Supervisor rule that would activate the Dependancy.  Did I miss it somewhere or does it have to be activated manually for each ticket? 

Freddy AI Summarize is genuinely useful, but generation is fully manual today, an agent has to open the ticket, click Ticket Summary, wait for Freddy, then click Save Summary. There's no auto-generation, no API to trigger it, and no webhook when one lands.In practice this means summary coverage depends entirely on whether an agent remembered to click two buttons (even making a Summary required to Resolve or Close the ticket may help). Anything built on top of summaries, analytics, QA, post-incident reviews, knowledge mining, is working off a biased sample of tickets. There's also no way to backfill historical tickets or wire summary generation into automation.For example:A setting to auto-generate the summary on ticket resolution or closure. Maybe a toggle in Freddy AI Copilot settings. By the time the ticket hits Resolved/Closed, the summary is already there. This solves coverage in one move. An API endpoint to trigger generation: e.g. POST /api/v2/tickets/{id}/summary. Useful even if

In Freshservice, a Post Incident Report (PIR) is required to fully close a Major Incident. While the Major Incident itself can be associated with a StatusPage incident, there’s currently no way to associate or surface the PIR with that same StatusPage entry.Because of this, anyone reviewing a resolved incident in StatusPage has no easy way to see the PIR details—such as root cause, impact, timeline, or corrective actions—without going back into Freshservice.What would help:Allow PIRs to be associated with the related StatusPage incident. This could be as simple as:Showing a link to the PIR from the StatusPage incident, or Displaying key PIR details once the incident is closedWhy this matters:Improves visibility and transparency after a Major Incident Creates a more complete incident lifecycle (incident → communication → review) Reduces the need for manual follow-ups or duplicate documentationCurious if others are running into the same gap?

When raising or triaging incidents, it is critical that Helpdesk analysts can quickly identify whether an issue relates to an existing Problem record. While the current “View similar tickets for resolution insights” capability is valuable, it focuses primarily on past tickets and does not surface active or related Problem investigations in our experience.Enhance the “View similar tickets for resolution insights” feature to also:Search and surface active Problem records linked to similar symptoms, keywords, or categories Highlight known problem associations alongside similar incidents Provide a clear indicator when a matching or likely Problem record existsExpected benefitsImproved accuracy in linking incidents to Problems, strengthening Problem Management data quality Reduced duplicate incident investigations, as analysts are guided towards known issues Faster triage and resolution, with visibility of ongoing investigations and workarounds Better root cause tracking, ensuring incidents

It would be helpful if you could link documents to users. For example, if they’ve completed a course and received a certificate for it. Or if you need to purchase a license, you could link the invoice to it.

I would like to create a dashboard for assets.How many laptops/phones I have in stock, how many I have in use at the moment, that kind of stuff.At the moment, the module is not available for selection when creating a widget, and this would greatly improve the management of our assets.

Would it be possible to have the “Note” when entering the time entry appear in the Notes section in project tasks?If a time entry is added a NOTE is entered, it doesn’t appear in the same NOTES section when clicking “Add Note”.  This means there are two places to review “notes” to a ticket If we don’t enter Notes in the time entry, the analytics are empty for time entry reports.As a Project Contributor, I want the text entered in a Time Entry "Note" field to automatically populate as a new entry in the task's "Notes" section, So that I can document my progress and log my billable hours in a single action without duplicating my work. 

Solution articles should have a standalone article description field that could be used to populate the “Popular Articles” cards. Currently it shows the first ~150 characters of the article ending with an ellipse. There’s no easy way to generate a clear description that isn’t either cut off and/or awkwardly pasted at the top of the article. You can add an invisible text string to the article using the code viewer, but this is tedious work and it still forces a very specific character limit to prevent being cut off or continuing into the article body before being cut off.  

Can you please add the ability to create a widget that shows all of the Surveys that included a Short Text Response in a widget?  I would like to create a CSAT Dashboard that shows only the surveys that the user responded to the survey with their own feedback. I would really like to see the user responses on the actual widget and not have to go into view underlying data and filter through all of the surveys to find them.

It would make sense if you could create Workspace specific roles. This is due to when you create a Business Agent Workspace, they already do not have access to some features but when you create roles it shows you these modules. This is confusing and should be removed when creating Agent roles for these Workspaces.

In the Freshservice Portal, only the home page is customizable. We would like to have the option to be able to customize the view of the request forms, knowledge center, etc. according to company branding, and make it look more attractive for users.

Service Request Forms have very rigid limitations.You can’t add dynamic sections for checkboxes.Dynamic Sections can’t be added under other Dynamic Sections, which make it impossible to create multi-layered forms.Max. 9 paragraph fields can be added to a form.This limitations make harder to create forms for specific user needs.Thus, it would be better if the service request forms have more flexibility.

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Hello, I would like to suggest some improvement for searching individual Tasks in search bar. Currently search bar only works when typing in subject of the task. That unfortunately is not working smoothly when it comes to locating particular Task and especially when it comes to look thru tasks that are auto generated with certain service items. I have hundreds tasks with the same name and it is time consuming to go to a list and just search that ID next to name. Can this improvement be made so it would work like with Tickets module? 

Currently, shared fields can have Conditions added, but this is applied globally to every service item. It would be great to have the ability to add Conditions directly inside a specific service item to a shared field, so that the condition would apply only to that particular service item.In service item:In shared field manager: 

Seems such a simple thing but why can’t we resize the columns displayed when in the Software and Contracts sections?  One column has a ton of whitespace the and other wraps making it hard to read.  While at it, would love to see the ability to choose which columns are displayed in those areas.Space needs a bit of the love being shown in the tickets area.

It would be great if we could build the forms for catalog items using the identical interface that is used when building a form activity in Journeys. I feel it is a much better interface for building sections, managing dynamic dropdown sections and just an overall cleaner interface. It also allows us to put fields on the same line/row instead of one monolithic column. This would allow a more compact form experience and one that would allow a more user friendly experience.

We have Freshservice Agents on our team who have stated that they are trying to do a Service Request while on the go, but the FS mobile app doesn’t have the ability once you have changed the FS Incident over to Service Request to actually Add an Item from the Service Catalog. The Agents who have lengthy commute times are wondering if FS Mobile could be set up with this “Add Item” featurte while away. If it was there, associated ticket automations with an SR could be processed efficiently. And the web page instance of FS is unwieldy to navigate over Chrome browser on both a tablet and a smart phone.Does anyone else come across this feature request? And would your FS Agent teams find it useful, especially where it may concern automations for Service Requests?

Few of the areas of Freshservice allow for bulk upload or bulk modification. To populate the system is time consuming and not best use of agents's time. Consider adding the ability to download a template that could be populated with data and then uploaded to Freshservice. If data is already present, the template download should contain the existing data, allowing the user to add to it or modify it as necessary. When uploaded, the changes are made. (This should work much like the MS Dynamics CRM way of uploading or modifying data through tempate downloads which contain all the hidden IDs or GUIDs necessary.)