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Currently we can trigger workflows when tickets, alerts, etc are created or updated. It would be great to see a similar option for journey requests. For example, when a journey request is updated > condition “start date changes" > update journey request subject with new start date.

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

I am looking for a way to ‘sort the order of displayed content’ (e.g. alphabetically) within a Service item’s dropdown field that gathers its information from a ‘custom object table’ It seems like it gets it’s order now from de table’s unique id, but of that I am not really sure, for I have seen sorders change as you add or remove (record-)lines to/ from the table.  Dropdown field Table Objectrecords:Table Object fields configuration:Current order of display: (Would prefer to display alphabetically, or in any order that I choose)  See also:Sorting display of 'values' by choice within Dropdown fields that pull up their information from a custom object table | Freshworks Community

Why is there a limit on how many dynamic sections you can create within a Service Item. There should not be a limit on this. Or if there is, it should be the same limit as the amount of drop down fields you have.  Can this please be lifted as 5 dynamic sections is not enough when you are creating complex forms?

i would like to get private and public notes added to the print out for change tickets.  this is extremely helpful when a auditor asks for the print out of a change ticket and it does include any of the public or private notes.  They are included with service requests, they should also be included for change tickets.

In general, we prefer to Default using the System address as the sender for Freshservice emails, replys and comments.  However, there are situation where the Agent would prefer to have the email form a ticket or comment sent from their personal (profile) email address. An option to allow the Agent to select the sender’s (system vs the Agents) email for individual messages.   Possibly default to system setting but allow user to select their profile address.

The Customize Sidebar should be at the bottom of the sidebar and not underneath Admin and unable to be moved itself. Having Admin at the very bottom has always been very useful and now it is not at the bottom and the Customize Sidebar is now at the bottom and unable to be moved itself. This should be sitting at the very bottom, just above the Freshworks Switcher. Otherwise, it renders the idea of the button useless or silly because you cannot move the button itself and it gets in the way.  

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.

Is there a way to open visibility of a service request item to external users, the way that the Incident form is? Currently, the visibility status of "All Requesters" only extends the visibility to existing requesters. But how can we enable a form for future unknown external users?  At the moment we are paying for an alternate form service for these type of users to fill out a service request form and it is emailed as an attachment to our FreshService environment. But, this is not ideal, as it then becomes multiple locations to manage forms and workflows.

The Freshservice Ideas forum should be a living feedback loop between customers and Freshworks.Customers invest time submitting ideas, documenting real-world use cases, voting, commenting, and helping other organizations get more value from Freshservice. Many of us are also strong advocates for the product within our organizations and the broader community.For that model to work, the Ideas forum needs to be actively maintained.Ideas should be regularly reviewed and their statuses updated to reflect where they actually stand: Open, Considering, On Roadmap, Implemented, or not planned. Even knowing that an idea will not move forward is better than seeing it sit indefinitely without an update.The value is bigger than maintaining a webpage. It keeps the community engaged and shows contributors that their time and feedback matter.Customers contribute → Freshworks responds → the community sees progress → customers keep contributing.Freshservice has customers willing to share ideas, solve pro

Hello FS devs, Another idea with the workflow automator. It would be nice on conditional nodes to be able to move the next action connection. Lets say I have a very detailed automation, with main steps and sub steps following. I need each main step to complete regardless of a previous substep failing.  An Example: Creating a user account in Google, I have the workflow check to see if there is already an account, if so the workflow stops. If not then proceed with creating the account. Right now I have to split the workflow among different workflows because of this. Basically I would like to see the ability to route the conditional yes/no to a later step (bypassing some if they are not needed) Here is a picture of an example:  I can do this now but I have to repeat nodes over and over to achieve this making the automation very cluttered and redundant. 

Support the standard four link typesFinish-to-Start Start-to-Start Finish-to-Finish Start-to-FinishEach of these are selectable per link in Gantt, task detail, and UI drag and drop (this capability exists today)

On the workflow if you have a Yes or No condition. it would be nice to be able to link it to somewhere else with in the workflow either back or forward, without having to duplicate the workflow within the condition.  This is a super simple one in the drawing but why have to create a bunch of stuff if it already exists in the workflow. 

In automations with several similar filters, I’d like a button to easily clone/duplicate one. 

Currently the  “Manage Team Dashboard” does not allow the team manager to add new ticket views to the dashboard. They cannot create a ticket view and then choose the agent group to limit the ticket view to. They can only create ticket views that are limited to themselves.According to support, the only way for team managers to do this is to make them a workspace admin. This is not secure, especially in a large enterprise environment. Granting broad administrative permissions just to manage ticket view access for their teams insane. To give them access to 1 - manage workspace agents, 2 - agent groups and 3 - agent roles is excessive and irrelevant to being able to simply adding the existing groups names to the ticket list views that they are creating in order to make a new widget for their dashboard.Can the “Manage Team Dashboard” option in the permissions also give them appropriate access to simply add the agent group names to access, similar to the way that creating a new Canned Messag

The Spam ticket view in Freshservice has several functional gaps that impact our team's ability to manage spam effectively. We are requesting the following enhancements:1. Tickets from Deactivated Requesters Are Automatically Flagged as SpamWhen a ticket is submitted by or associated with a deactivated user account, the SYSTEM automatically marks it as spam — even when the ticket itself is legitimate (e.g., an offboarding task, an access removal request, or a ticket submitted on behalf of a former employee). This results in valid work items being silently routed to spam and potentially auto-deleted after 6 months with no agent awareness.Requested solutions (any or all):Admin toggle — Provide an admin-level setting to disable automatic spam flagging of tickets from deactivated requesters. Notification routing — When a ticket is auto-flagged as spam due to a deactivated requester, send a notification to a configurable group or agent for human review before the ticket is lost. Automation

ProblemCurrently, date-based conditions in the Freshservice Workflow Automator only support comparisons using days (for example, "is exactly x days away" or "is at least x days ago"). This limitation makes it difficult to create automation workflows that require more granular time-based logic.Use CaseMany operational and service management processes require actions to be triggered within a specific number of hours rather than days. Examples include:Sending reminders 24, 48, or 72 hours before a task or renewal date. Escalating tickets if an activity has not occurred within a set number of hours. Triggering notifications shortly before planned maintenance windows. Managing approval and workflow deadlines that are measured in hours rather than full calendar days.Current LimitationUsers can only configure conditions such as:Is exactly 'x' days away Is at least 'x' days away Is exactly 'x' days ago Is at least 'x' days agoThere is no equivalent option for hours, forcing administrators to e

Good morning, I have seen multiple topics on this exact subject, however, these are from 8 years ago or 3 years ago and nothing has been done with them. The idea is simple and straightforward; add an option to Freshservice during bulk updates to add a private note. Right now you can only send a reply, which is also a nice option to have, but I don't always want people to see what we add. It could be as simple as adding another checkbox to the ‘Add reply’ as shown below. Here are the previous topics on this that weren't replied to with the same idea;   

Submitted back nine days ago without response:--ICT Support Spotswood College On Mon, 5 Aug at 10:19 AM , Freshdesk Support <support@freshdesk.com> wrote:Hello amazing support staff,We are really appreciating the opportunity to begin using Freshdesk and would like to provide some feedback by way of a feature request. Currently, we are currently using a single instance with two groups (ICT Support && Property) with agents assigned to each group attempting to monitor tickets coming into the main queue. The challenge however, is that there isn't a simple way to filter tickets by relevant group so that agents can easily view a focused view of tickets that are just relevant to their group. I have subsequently assisted the Property team with how to create search to achieve the same results, but it would be easier if the interface provided a simply dropdown similar to the main web interface.Otherwise, we are really happy with the new system so far.Kindest regards,Steven--Steven

It would be nice to have more options for mobile app notifications, for example: When activating the "status updated on my tickets" notification, it would be nice to select which states are included/excluded. This is particularily useful when using an observer rule that closes the ticket automatically (it wouldn't make sense to be notified in that case) When activating the "new tickets created" notification, it would be nice to change the sound of the notification regarding the priority of the ticket, or maybe the source.  Maybe these ideas are very specific for our scenario.  I would like to know if those kinds of options would be useful for someone else out there. Best regards!

A lot of us have to move around a lot in our jobs and having a mobile version of the website where we can manage the help desk would be really helpful. its a templating job more than anything else so I'd hope it would be easier than an iPhone\iPad application. Plus, you gain all the users on non Apple platforms like Android, etc...  So, how about a mobile version?

Hi there,We would like our agents to enter the used time on each ticket.Time entries can not be used as mandatory fields so we created a field "filled in time?", only visible for agents as a reminder.Problem is that our agents do not close the tickets. Agents solve the tickets and our admin closes the tickets.It would be nice if ticket fields could be set mandatory not only for creating a ticket and closing a ticket, but also when the state is changed to solving.Thanks,Remi

Make it so the main window for tickets can be set to auto refresh at a specified interval. I find this useful so that I am not going to grab tickets that may or may not have been picked up already by another agent. This is especially useful when viewing my open and unassigned tickets.