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In solutions, one can give a Feedback when they think that article was not helpful. Having the option to add comments section under articles - as the ones under Social Media posts - might be helpful.

Content platforms and tech podcasts receive feedback frommultiple channels such as websites, apps, and communities.A unified CSAT feedback loop inside Freshdesk would helpcreators and support teams analyze user satisfactionmore effectively.We tested a similar feedback workflow on our platform:https://www.smartsplay.com/This approach helped improve response trackingand engagement insights. 

Hello everyone,I would like to start a discussion about how ready-made templates can help people save time and improve their content creation workflow. Whether someone is creating social media videos, promotional content, or personal projects, templates can provide a useful starting point and make the editing process more efficient.For beginners, templates can simplify the creative process by offering pre-designed layouts, transitions, text styles, and visual effects. Experienced creators can also customize existing designs to match their preferred style and project requirements.While exploring different creative resources, I came across unlimited templates. It got me thinking about how people discover useful templates and choose the right resources for their projects.What do you usually look for when choosing templates? Do you prefer simple designs that are easy to customize, or more advanced options with additional creative features? I would love to hear your experiences and recommen

Currently there is no way to associate a CHN ticket with another CHN ticket.  We would like to see this built by Freshservice and rolled out in an upcoming release.Having this availability is standard with other ITSM applications, ServiceNow as an example.  We would like to use this so we can have Parent/Child ticket relationships for teams that have multiple deployments each week.

Freddy's AI-generated ticket Summary is a valuable feature, but they currently include customer names, usernames, project names, workspace names, and other identifiable information taken directly from the ticket.It would be extremely useful to have the option to automatically anonymise summaries before they are generated or saved.Examples could include:Replacing customer names with "User" Redacting other identifiable customer-specific dataIdeally, this would be configurable at the account level, allowing administrators to:Enable/disable anonymisation Define which entity types should be anonymised Choose replacement values (e.g., "User", "Company",  “workspace!” etc.)This would help organisations that need to minimise the inclusion of identifiable information within summaries, while still benefiting from AI-generated ticket documentation and reporting.

When creating a journey, it would be extremely beneficial to have the ability to designate one ticket as the parent ticket and automatically associate other tickets created within the same phase or subsequent phases as child tickets.Our team uses a round-robin assignment process for support tickets. Currently, when a journey generates a second ticket, it enters the round-robin queue and is often assigned to a different agent than the one who received the original ticket. This can lead to fragmented ownership and additional coordination between team members.It would be helpful if all tickets generated as part of the same journey could inherit the assignment of the parent ticket, ensuring they are routed to the same agent who initially received the request. This would improve continuity, streamline communication, and provide a more consistent experience when managing related tasks throughout the lifecycle of the journey.

I currently use automated tasks that are added to tickets created through a separation journey. For example, one of the automated tasks is "Secure Accounts." It would be extremely helpful if tasks could include a checklist or subtasks within the parent task. As agents complete each checklist item, they could mark it as complete or update its status (e.g., Pending, Blocked, Completed).At present, the only way to track individual steps is to create a separate task for each item. As a result, I currently have 43 individual tasks being added to a single ticket. The ability to use checklists or subtasks under a parent task would significantly reduce task volume, simplify ticket management, and provide a cleaner, more organized experience for agents. In this example alone, it would reduce the number of tasks by at least half while maintaining the same level of visibility and accountability.

Tickets can be submitted on behalf of someone else using "Requested for," and the field is available in Automator, but it can't be used to filter ticket views.This is a problem for anyone who submits for others: assistants, coordinators, managers, front desk, and agents logging walk-up requests. Filtering by Requester returns everything that person has ever submitted, with no way to narrow it to one person's tickets.Request: Add "Requested for" as a filter in ticket views, usable alone or combined with Requester.

I think it would be a great feature to add a “My Group Task” scorecard to the dashboard. Currently we are only able to see “My Task” scorecard. This could help teams by seeing unassigned tasks in their group. I know emails can be sent out to notify the team when a task is assigned to their group, however, those can get lost when they receive multiple emails throughout the day. 

We currently keep a running spreadsheet for our IT On-Call schedule and are wondering if there will be a way in the future to export the on-call schedule directly from Freshservice as a .csv or .pdf.We would like to see this in a weekly view including the Primary, Secondar, Tertiary on-call by week and have the ability to generate a weekly report to send to all agents as a reminder for the coming shift. I see there is an export to calendar, but wanted to expand the output types and also include Secondary/Tertiary on the list.  

Hi,It would be great if all agents could create canned responses, currently it seems that only admins can create new canned responses.I would like it for agents of all levels to be allowed to create their own personal canned responses (and be able to use those along with company wide canned responses created by admins). It would also be good if canned responses could be grouped in the same way that tickets can be grouped - and the list of available canned responses is based on the group the ticket is in which you are replying to.Thanks

Why can you only make the Resolution Notes mandatory on Closure in the Major Incidents. This field should be able to be made mandatory on all ticket types.  At the moment we have no way of forcing this field to be completed as it is not in the Business Rules to be able to be selected, it is not in the Field Manager to mark as Mandatory and the only place it appears is in the Closure Rules and is only able to be done on Major Incidents. This is not useful. You should be able to utilise this field (seeming it is visible on all ticket types) and make it mandatory upon closure. Also we cannot make it mandatory for other Closure types other than close or resolved. Major Incident in our system also use the Closure Reason of Restored but we cannot make this field available if that is selected, which makes the field almost unusable.

As the title states it would be nice to have further drill downs for Task Lists, Tasks, Sub-Tasks etc. to match the feature level of how Monday.com & Jira do with regards to hierarchy of tasks. for example: Phase 1 - Project (Task List)→ Configuration (Task List)→ → Case System (Task List)→ → → Setup Breakdown Case (Task)→ → → → Create Form & Fields (Task)→ → → → → Create Request Fiedl (Sub-Task) This is just a pure example but it could be used to do multiple layers to allow proper Project Management.

Hi there, As the title states it would be nice to be able to move tasks around without the need of changing dates to move them in Projects. For instance competitors like Monday.com, Jira etc. Allow you to create Tasks & Sub-Tasks and allow you to reorder them, if you can do that Projects in Freshservice would actually be way more useful and definitely a pulling point towards using them.

Would also be nice to have a new form available section so that you can advertise any new forms that have been set up to enable customers to better utilise the portal. Or even a now available section. Something that allows us to announce any new changes. Either with images or having the item as a tile (clickable) to access from the Service Catalog page.

The ability to pre-define tag colours in settings.

Hello,There's already an idea in this community from 3 years ago that was shot down without reason. I would like to bring it back up as I do not understand why an obvious and basic functionality is missing.In the Knowledge Base/Solutions there is no option to alphabetize your solutions Titles, while there is an option to sort every other option right next to it, see the screenshot below. I would like to see this option implemented because honestly, it's not that much of an ask or hard to do, thank you.The previous idea is located here;    

Freshservice Analytics should increase the Group By limit available within reports from the current maximum of 2 to 4.Group By is valuable for organizing report data into meaningful sets based on common properties. However, limiting reports to two levels of grouping makes it difficult to perform deeper analysis when the data needs to be viewed across several dimensions.For example, a ticket report may need to group data by:Region → Site → Group → Agentor:Category → Subcategory → Item → PriorityWith only two Group By fields available, administrators must create multiple reports or lose useful levels of detail.Requested EnhancementIncrease the maximum number of Group By fields in Freshservice Analytics from 2 to 4.This would:Allow more detailed analysis within a single report. Better support hierarchical and multi-dimensional reporting. Reduce the need to create multiple reports to analyze the same dataset. Give administrators more flexibility when building operational and leadership rep

Freshservice should add the ability to clone existing Business Rules within the Journeys module, consistent with the functionality available for Business Rules in other areas of Freshservice.When building and maintaining Journeys, administrators often need multiple Business Rules that share similar conditions, actions, or overall logic. Without a clone option, similar rules must be recreated manually.Requested EnhancementAdd a Clone/Duplicate action for Journey Business Rules that creates a copy of an existing rule, including its configured conditions and actions. The administrator could then modify the cloned rule as needed before enabling it.This would:Reduce repetitive configuration. Make it faster to create similar rules. Reduce the risk of configuration differences caused by manually rebuilding rules. Make administration of Journey Business Rules more consistent with other Freshservice modules.The goal is simple: provide the same Business Rule cloning capability within Journeys th

Freshservice should allow administrators to bulk update tickets directly from the underlying ticket data returned by a report.Reporting and Analytics can be used to identify very specific populations of tickets using criteria that may be difficult or impossible to reproduce within the standard Tickets view. Once those tickets are identified, however, there is currently a disconnect between reporting on the data and taking action on the data.The requested enhancement is to allow agents to select some or all of those tickets and perform standard bulk update actions.For example:Build a report that identifies a specific population of tickets. Drill into the report to view the underlying ticket records. Select the applicable tickets. Choose Bulk Update. Apply supported bulk changes to the selected tickets.Why This MattersReports often identify tickets that require operational cleanup, correction, remediation, or administrative changes. Once the report identifies those records, administrator

The Ticket View page should provide more advanced filtering capabilities, including the types of filters and associated-record criteria already available within Freshservice Reporting/Analytics.Reporting currently provides much more granular filtering options, including filters based on associated records such as Tasks, Approvals, and other ticket-related data. These filters are extremely useful for identifying very specific groups of tickets, but similar criteria are not available within the standard Ticket Filters.This creates a gap between finding tickets for reporting purposes and finding those same tickets to take action on them.For example, an administrator may need to identify tickets based on:Associated task criteria Approval status or other approval attributes Specific date fields Additional ticket attributes available in Reporting Combinations of ticket and associated-record criteriaThe attached screenshot is only an example of the types of Reporting filters that could be mad

Hi everyone,I would like to suggest a feature that allows administrators to set default views and dashboards for new agents when they log in for the first time. Currently, each new agent has to go through an initial configuration to set up the correct views, which can be time-consuming and may lead to inconsistencies across the teams.Proposed Enhancement: Default Dashboard Configuration: Allow admins to pre-configure dashboards and views that automatically apply to new agents upon their first login. This ensures that everyone starts with a consistent setup tailored to our team's needs. Customization Options: Provide options for different user roles or departments so that the default configurations are relevant to specific job functions. Benefits: Streamlined Onboarding: New agents can hit the ground running without the hassle of initial setup, reducing downtime and enhancing productivity from day one. Consistent User Experience: A standardized setup across the team ensures that all

Hi Freshworks Team,We would like to submit a feature request to enhance the Workload module in Freshservice by allowing managers to view the workload of their direct reports, regardless of whether they are members of the same agent groups.Current LimitationCurrently, the Workload module only displays agents who are members of agent groups that the logged-in user belongs to. As a result, managers cannot view the workload of their direct reports if those agents belong to groups in which the manager is not a member, even when the manager is configured as their reporting manager in Freshservice.Requested EnhancementWe would like to request the ability to view agents' workloads based on their reporting manager relationship. Ideally, this would include: Direct Report Visibility: Allow managers to view the workload of all agents who report directly to them, regardless of group membership. Observer Group Visibility: Allow users to include agent groups they are assigned to as observers when f

We have a lot of issues with users placing orders on bundles without selecting any “additional item” in the bundles. It would be great to have the option to make this mandatory.If there’s another workaround for this i’d be interested to hear! :) Best regardsLucas