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The “Timer” node in workflow automator allows you to choose “seconds” as a unit, but the minimum allowed value is 60 seconds, which makes the “seconds” unit useless. We may as well just specify 1 with a unit of “minutes”. It would be great if you could enable shorter pause timeframes.For context, I have disabled the “New ticket is created” requester email notification, in favor of a workflow automator that is ordered last in my list of workflows and sends this initial email. I have a few simple workflows that need to execute first (change INC to SR in specific instances, and other ticket property changes), so my last-executing workflow has a timer that pauses for 1 minute before sending the new ticket email. Sixty seconds is a bit too long I think. As a requester, I would wonder if something didn’t work right, if I sent an email to a help desk and didn’t receive a “new ticket” notification within 15-30 seconds.Thanks for your consideration!- Jack C.

Dear Freshservice Admins and Users, It should be great to have Radio Buttons available in the Service Request Forms The Checkbox function allows you to tick YES or NO option at the same time.I love Dropdowns Lists but sometimes, it is more convenient for end-users and faster to just select a Radio button instead of selecting a dropdown value. 🍰 : Cherry on the cake : When selecting one value of radio button, please enable Dynamic Sections for values. Add Other Value as Google and other Editors already provide. See below an example on Google Forms  Thanks for voting if you think it could be helpful for your orgs / companies RegardsMathieu

Hello everyone The idea to is to have option to disable scenario 3 Requester-friendly multi-workspace email support : Freshservice I have several customer that have more then one departement in the same workspace. Like HR and payment and users e-mail both. Before it created 2 tickets now just one. Customer that have robots/system that sends out e-mail to several groups and some are in the same workspace.  

The ability to alert the Stakeholders within a Service when an article is updated for a service they maintain. Services - Stakeholders, Agent Groups | Freshworks Community

The ability to have a multi-select dropdown to add All Users or a Shared Mailbox for who are the Stakeholders for a Service.  We would also like to have a Multi-select dropdown to select which Agent Groups are part of the Support teams for that Service and in what hierarchy they are in for the technical support of the service.Support Model - Imbed | Freshworks Community - this would be part of this process if it is implemented.

At present the only way to link a Service to a Solution article to a Service is to add it as a URL. This does not link that KB to the Service or vice versa. You can also not search for articles with that Service attached to it. Can this be available on the right hand panel to be able to link to? Or have this right panel also be able to be edit so we can attach other fields and be able to search on these fields for Solutions. This would make searching and Auditing easier. Having this as an option in the Asset menu on the left hand side as a separate option like you do with Relationships so you can see what articles need to be updated or archived if a service is decommissioned or updated. 

In the Task List you are told that there has been an update and a refresh button appears to tell you that you are not looking at the latest version of the ticket list.  In the Task List this does not occur. You have to either click on a task or refresh the whole page but there is no prompt to tell you that something has changed. Can this be update to reflect the same as the Ticket list.

We would love the ability to multi-select canned responses when added a note or a reply instead of individually. This would assist with signatures applying to the appropriate area of the reply in addition to the response.

This is possibly due to the evolving nature of Freshservice, but Incidents are referred to in varying ways: Ticket in the Agent PortalReport an issue in the Support Portal Incident in the Agent Portal whilst working on the ticket.This is confusing for requesters and to a larger extent, our agents. Some alignment would be welcome.  At the very least - and this should not involve major changes to the platform because it only entails replacing an icon image - the ‘Ticket’ option in the agent portal should be replaced with ‘Incident’. 

We would like to have the ability to create Incident Templates and have the requesters be able to view the templates we create for submission.As of right now, only agents can create and use Incident templates, we would like to see these templates available for use for our requesters, but we would also like to be able to control what fields the requester can see or modify. For example, an agent can create a ticket template for “Phone System Issues”, these tickets could be 100% Single User impact, but the Urgency may differ. The Requester logs in to the FreshService system, selects the template “Phone System Issues” and completes the form to submit to IT Support.In this example case, we would like to show an un-editable Impact field (because this is always impacting the user), and a editable Urgency field and hide the priority field from the requester outright. The priority should continue to pull in from the Priority Matrix and IT works the request. Other Form Fields would have the same

Hello, The consumable asset type is a great feature, we utilize this asset type for periphals that we do not need to track individual assets like mice, keyboards, monitors etc. The one thing this is lacking is being able to assign these to users, Currently each consumable record is only assignable to one user regardless of the quantity set.  While we do not need the full asset management features for consumables it would really help out during offboarding to see what extra devices where sent to the user.  The record should capture basic info about the product, like name, Vendor, price, quantity, model, manufacture.  Ideally it should work similar to software where we can assign multiple users to one consumable record and this should show under the assets tab in the requestors profile. 

I would like to have more options for us to add for Tasks in our Dashboard. Currently you can only select your personal tasks and not have a view for All Group tasks (unresolved or in our case a custom status).

Add a feature to set how often to automatically refresh the ticket page.

Translation quality in Freshservice is really poor.Some terminology is just wrong. E.g. ITIL Change is being translated with “Änderung”. In German ITIL it is also Change. And a Change Request is being translated with “Eine Änderung anfragen”. A Major Incident is being translated with “Schwerer Incident”, again ITIL in German is also Major Incident. And to be correct it would have to be “Schwere Störung”. On the other hand an asset is an asset, an incident is an incident. In some areas there is a mixture of German and English words in one sentence. Some German translations are really poor and I feel there is no proof reading by a native speaker or customer acceptance testing. If a user sets up an authorisation representative for service requests, the representative always receives info mails in English; this cannot be changed If you insert service fields via placeholders, e.g. in a mail, parts of them (field names such as "Item Name") are always in English. The handling of the translati

HelloAs of today Businesses agents can’t create change as they don’t have access to the Change module by design. So if Businesses agent need to create a Change they need a extra requester account or be change to a IT agent.  My suggestion would be that they get access same as requester’s get the end user portal.