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Addressed to Freshworks, - We see a lot of feature releases and enhancements for other Freshworks products like Frshdesk Omni and Freshservice. The BIG Question is why are we not seeing the same for Freshsales CRM. The product is basically the same as it was 5 years ago, no feature enhancement no upgrade…. how are we supposed to compete with the likes of Salesforce or ZohocrmI think Freshworks needs to accept the reality that Freshsales suite is lagging behind when it comes to the CRM space. Is Freshsales as Dying product So Freshworks team when are you reviving this product?

Seamlessly Connect Gravity Forms with Freshsales CRMIf you're using Gravity Forms and need a streamlined way to manage leads in Freshsales, the Gravity Forms Freshsales Integration Premium Add-on is the ideal solution. This powerful add-on allows you to automatically send form submissions directly to your Freshsales CRM, helping your team respond faster, stay organized, and focus on closing deals.What is the Gravity Forms Freshsales Integration Premium Add-on?This premium add-on enables real-time integration between your Gravity Forms and Freshsales account. With just a few simple configurations, you can map form fields to any Freshsales module, ensuring that your lead data is sent to the right place instantly. Whether you're collecting leads, managing contacts, or tracking new accounts, this add-on keeps your CRM updated without manual entry.Key Features:Multiple Feed Support – Create and manage multiple feeds to send submissions to different Freshsales modules, such as Leads, Contact

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.

The Use Case:I have set up an offboarding journey for users leaving our company. This journey includes tasks that need to be completed before the user leaves, as well as tasks that must be executed after their departure date. By default, it makes the most sense to use the native "Requested For" field to identify the user who is leaving.The Problem:Currently, using the "Requested For" field makes post-departure tasks impossible to complete.Imagine John leaves the company on April 30th. His AD account is automatically disabled on May 1st at 00:00. This status syncs to Freshservice, resulting in John’s Freshservice requester profile being deactivated. Because of this deactivation, the system automatically closes his offboarding journey and abruptly cancels all outstanding post-departure tasks.The Workaround:As a workaround, I am currently using a custom text box to capture the leaver's information instead of using the native "Requested For" field. However, this comes with significant disa

Hi there,I'd like to propose a feature enhancement regarding ticket sharing and access permissions.Currently, when a ticket is shared—whether via CC or via ticket sharing option —the recipient does not automatically gain access to the ticket unless explicitly granted by an agent that can access the ticket in the agent view. This can be limiting, especially for users who are CC’d but cannot view the ticket content, making the CC functionality less useful for both agents and requesters.Feature Request:Can we introduce a mechanism where, regardless of how a ticket is shared, the system automatically grants access to the ticket in alignment with the user's existing permissions?For example:If a user is CC’d on a ticket, they should be able to view the ticket based on their role and permission level. If they are Requester only they should see the ticket in the support portal view. In the agent view, even if the agent is not the owner or primary assignee, they should be able to access the tic

Right now, it appears that only individuals or CABs can be selected in the Attendees field in a CAB Meeting. Can you allow Agent Groups to also be selected in the Attendees field on the CAB Meeting form?

When setting up Automation rules in Freshdesk, adding multiple email addresses is more tedious than it should be.Right now, if you want to match against a list of specific users, you have to type or paste each email address one at a time as separate conditions. This gets frustrating fast, even with a relatively small list.What’s frustrating:You can’t paste a list of email addresses into a single condition Each address has to be entered individually Building out rules with multiple users takes longer than it should Easy to make mistakes when entering a lot of addresses manuallyWhat would help:Allow pasting multiple email addresses into a single field Comma-separated or one per line would both work Support a condition like: “Requester email is one of (list)” Why this matters:Saves time when building or updating rules Reduces manual entry and errors Makes working with even small lists much less tediousExample:If I have 10–20 users I need to include in a rule, I should be able to paste th

Right now there’s no easy way to export or import Automation rules in Freshdesk, which makes managing them over time harder than it needs to be.If you’re working with a lot of rules, even small changes can turn into a lot of manual effort. There’s also no clean way to back things up or keep track of changes outside the UI.Current Challenges:No way to back up Automation rules Updates have to be done manually, one rule at a time Hard to track changes or maintain any kind of version history No way to review or edit rules in bulkWhat would help:Ability to export Automation rules (JSON, XML, or CSV would all work) Ability to import them back in Bonus if you can: Export/import selected rules See some form of version history Why this matters:Makes it easy to back up rules before making changes Gives teams a way to track and manage changes over time Allows bulk edits outside the UI, which is much faster for larger setups Reduces the chance of mistakes when updating multiple rulesExample:If I

I have created dashboards that provide insights into everything my agents need to know at a glance. One single pane of glass through which they can gain insights into everything on their plate, and their teammates...except for tasks. Unless I am missing it, I do not see a way to create a widget on the dashboard that indicates the number of unassigned tasks in my teams’ queues. This is the only critical piece of information missing from their dashboard. Is there a way to create this widget that I am unaware of? Are we doomed to needing to click over to the tasks module and looking at a saved search instead of it being conveniently located on the dashboard? Please help!

The employee onboarding captures all data from the onboarding submission into text data. This makes functionality in other parts of FreshService not work correct.  For example This text data does not flow into the mobile app because the mobile app only shows ticket description and ticket field data. It is impossible to work on the ticket. You can’t use business rules on any of this text data or questions because business rules rely on fields. You are unable modify any of the answers captured during the stakeholder submission process in the portal like a regular incident. Example, HR needs to change the start date, or Modify job title or name due to typo.  None of this can be edited from the support portal ticket view because it’s all text data.  Only form fields can be granted permission to be modified in the service portal. The onboarding module needs to have it’s own form fields in field manager.   By moving the questions created in employee onboarding setup to Field Manager it fixes

Currently dynamic sections are limited to 5 and are not allowed to be nested.We use a lot of automation in the Service Requests and recently hit the dynamic section limit of 5 for mutliple requests.Please rise the limit of dynamic sections to at least 10 Please allow us to nest dynamic sections within dynamic sections or multi drop down fields

We have run into the issue where a person changes their name and therefore their email address, now because the system matches against email address - it then creates a new record instead of updating that person’s details. It would be more ideal if we could change the match to match against their payroll number / employeeID (which does not change) and therefore if their details change, it will not create a new record for them which then requires merging but instead update those details. This would then remove the manual admin work it would require to change / merge all the records (as we have tens of thousands of employees and often change their email address). This would then create a lot of overhead to ensure the customer’s and agent’s accounts are up-to-date and not causing log in issues or duplicate records. This also means that if a person’s account is disabled and the email address is then removed, the system may not be able to disable their Freshservice account because the email

Is it possible to add watcher to ticket from SDK or API today?  Cannot find it...

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?

Hey there,We would like to be able to set the default link font style/color/etc somewhere in FreshService. Currently the links are very hard for some users to see.For example Google. This is the default formatting when creating a link. Even here in this site, it looks like (to my poor vision) black text that is underlined. In FreshService, default link format is just blue. No underline, no bold. It’s very hard to read these as links.I am aware you can bold, underline, change color, manually when creating links, but it gets tedious when making sure that link text formatting is uniform across thousands of solution articles and hundreds of service items.Thanks.

Hello. i am interested in building an advanced version of calculadora alicia where the animations would look like as if a boy was writing in his copy and the multiplication would look like a teacher is explaining the multiplication on the board. Same for addition, subtration and factorization as well. All of this inside the online calculator screen.will someone here help me

Currently in the ticket list view, the "Sort by" dropdown only offers a limited set of fields (Created date, Priority, Status, etc.). It is not possible to sort the full ticket list by the assigned agent, nor is the "Assigned to" column header clickable for sorting.

I have found many topic on this, but not really an answer to how.I see some are suggesting loading custom fonts in template for email notifications.I have also asked Freshworks to include the font, but that was a no go..Another question is then, why is it so hard for Freshworks to include more fonts, or add an option for users to add custom fonts?Today Company Profiles are the main thing to really nail for marketing and hitting the right customers.

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I think all fields (when created) should be available in the Shared Fields. This saves time when you are creating forms and you are not duplicating fields across multiple forms. It would make reporting and analytics much easier as you are not looking at multiple different fields and can just say I want (for example) the best contact number and instead of looking up a particular form and then the field it would be available to search on by itself so you can find the information in all forms with that field in it. Otherwise, you then have to do a huge overhaul of forms to find and replace specific fields now that the Shared Field is available. Then if you have the same field,  you should be able to merge those fields together and move the information in one field to another to ensure that there is no duplicating of the same field.

As a first time Freshdesk user, I had some issues when using Reports & Analytics for the first time.I realise that the Analytics feature is really designed to be used from within the tool, and be interactive, so you can filter and sort data in any way you would like to from within Freshdesk (slice & dice ‘on the fly’!).However - we need to produce reporting packs for our Execs & Customers who don’t have the ability to go and look at Analytics, so it is necessary for us to create certain bespoke reports (which contain Analytics graphs) and schedule exports out as PDFs from the tool, in the form of ‘reporting packs’.When creating these ‘reporting packs’ I inadvertently created multiple duplicate copies of one of the Analytics Widgets - this is because I cloned it, but nothing appeared to happen, so I tried it multiple times, with the upshot being that I was left with 5 copies of the same Widget, which I could then not delete.To try and get round the issue, I attempted to make