Freshworks Ideas

8606 Ideas

Amazon Business Punchout IntegrationNew Idea

We use Amazon Business to procure consumables and low cost peripherals (e.g., labels, keyboards, mice, USB drives, etc.).We’ve published these as Service Catalog items in Freshservice. Depending on the cost of the item, it could go through an approval process.After the Service Request is approved, someone from the Team currently places the order manually in Amazon Business.It would be great to have a native integration or an App available in the Marketplace to achieve this. The APIs and requirements from Amazon are well documented (https://business.amazon.com/en/solutions/systems-integration/punchout). Some work would need to occur within the Service Catalog items to ensure you’re including the ASIN, and other mandatory fields that Amazon needs to collect as well as the correct meta data to accept from Amazon Business to update the service request with the order status automatically.I believe this could also be achieved if you use Microsoft Power Automate, but would need development resources to maintain and support.

Forum|Forum|21 hours ago

Jamie0Apprentice

Improvements to stop agents being logged out every 2 weeksNew Idea

When an agent is logged in for about 2 weeks/14 days, they are logged out.This often happens in the middle of composing a reply to a ticket, and any draft that has been saved, gets lost. This is frustrating especially if the response is long and detailed, contains screenshots, etc. Most web applications that use OAuth2 use a “refresh” token which is renewed/extended behind-the-scenes, and thus - so long as the agent is active, say, once a week, the login is persistent.Can Freshdesk implement the same?

Forum|Forum|1 day ago

FreshMattContributor

Native QR code option for requesters to enter a ticketNew Idea

One of our sites had a piece of software for their facilities management that allowed them to setup a QR code to open tickets. They posted QR codes around the property that pre-filled certain fields to help the facilities management team gather relevant meta-data without the requester needing to enter it. This allowed the team to have actionable meta-data without the friction of requiring the requester.For example, there was one posted on the external door that led to the main employee parking lot. This let anyone on-site notice that there was an issue that required FacMgmt attention, scan the QR code, enter a subject, description, and take/upload photos of the issue very quickly and easily. The FacMgmt team knew exactly where the issue was and could report on tickets coming into their system.For other business reasons we have moved away from that solution, but this functionality has left an impression on us that this is a very effective way to reduce the friction for requesters to open tickets in the first place, but also to gather the relevant meta-data that we want for high level reporting. The FacMgmt team has moved into FreshService Spaces and is really missing this function.As of today, there is no such functionality in FreshService. We have attempted to create an external integration with a MS Form and a PowerAutomate flow, but this introduces several opportunities for something to go wrong for a critical support channel. Would like to see FreshService develop the ability to generate a QR code directly to an incident request and/or Service Request, and have the ability to include certain meta-data fields by default.It would be ideal if the FreshService admins could allow ticket submission from unauthenticated sources as well as authenticated sources without opening up the whole tenant to unauthenticated sources. This is important because many shop floor employees do not have company issued mobile devices, but they do have a personal device that could be used for simple ticket submission.

Forum|Forum|1 day ago

Jessica MellContributor

Unpublished Status for Solution Articles - For Past Review Date and Archived ArticlesNew Idea

We are having a hard time managing one “Draft” bucket for solution articles. It is not possible to determine the true state of draft articles - whether they are actively being worked on for future publication vs. which articles were put automatically in Draft status because they are past their review date. We would like to see another status category of Unpublished where articles past their review date automatically go. Authors would also be able to choose Unpublished as the status for any articles that they want to temporarily or permenantly “archive” and make unsearchable.

Forum|Forum|1 day ago

CaraSkilled Expert

Service Item - Link Article About the Form / Link Form to ArticleNew Idea

There should be a way to link an article to a Service Item. That way, if you create an article to explain a form in more detail (like an Incident) the article shows up on the right hand panel for the customer to see so they are able to clearly see there is a related article for the form. It should be expandable / able to be opened in a different tab. If it is expandable, it means the customer can look at it side by side with the form and be able to follow along while submitting the form.This could also be used to share useful links for the form and allow a clearer instructions for customers. But same goes the other way. You should be able to link a form to an article so that if a customer looks up and finds a published to the portal form then it can be linked and create a cyclical link form available from the article and article available from the form.

Forum|Forum|1 day ago

CaraSkilled Expert

Solutions - Reset FeedbackNew Idea

At the moment, when someone marks an article with thumbs up or down - it is then reviewed and updated. The person who marked it as thumbs up or down can no longer give feedback on that article again. There is no way to reset it for them to again give feedback. Only way is to reset the analytics too, which we do not want to do because it removes all the reporting for that article. Can we please have it so that when the article is reviewed it then resets the person to be able to give feedback again?

Forum|Forum|1 day ago

CaraSkilled Expert

Popular Items - Pin Items or Manual AddNew Idea

The ability to pin items to the top of each section or manually add forms to the Popular Items section, would be highly beneficial. Sometimes the ability to pin forms to the top instead of making it alphabetical / in order of creation is very highly desirable. We often have people log the incorrect forms because they just try and find the first form that looks right instead of looking for the right form. So we like to have the common forms pinned to the top. At the moment this means adding a space to the front of the form so it re-orders to the front but this is not good practise. Or even having the ability to re-order the items into whatever order you needed it to fall into. Also, being able to have Popular Items to show manually picked items instead of what forms are currently being used a lot. This while it can be beneficial, sometimes having specific forms there always is easier because we may have a new system come into the agency that is only currently being used a lot but that customers are used to seeing specific forms there and makes it faster to find so would be easier if we had some form of control over this as well, would be nice.

Forum|Forum|1 day ago

CaraSkilled Expert

Service Catalog Items - New Form AvailableNew Idea

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.

Forum|Forum|1 day ago

CaraSkilled Expert

Status Page - Select Publish to MultipleNew Idea

You should be able to from the Major Incident, Change or Releases to be able to add the same message to multiple status pages and not have to do them individually. What if you want to write the exact same thing onto all the Status Pages? At the moment you have to write it out individually. We have (at the moment) 5 status pages and if something affects all those areas then we have to write the message out 5 times to add it to 5 separate status pages or work out a way we can do it via Power Automate so that it does it outside of the system. Otherwise it is wasting time having to go through each individual one separately. The message page should be displayed first and then you select which Status Page to Publish it to and it be a multiselect.

Forum|Forum|1 day ago

CaraSkilled Expert

Task Status - Edit / UpdateNew Idea

Can we have a custom status for a task? : Freshservice Support At the moment it does not appear we can edit, create or delete option for Task Status. This would be beneficial because our agents are not used to the term blocked and we would like to be able to update this to rejected for clearer understanding of what the status is doing. Otherwise, this may get misused and does not have clear parameters as to when to select what status.

Forum|Forum|1 day ago

JBNApprentice

Approver groupsNew Idea

Whenever a service request requires an additional layer of approval, having predefined approver groups would be immensely beneficial.As a temporary workaround, we are currently using requester groups that we label with a specific prefix.However, for the sake of clarity, structure, and long‑term maintainability, dedicated approver groups would be a far more elegant and effective solution.

Forum|Forum|1 day ago

kpattersonTop Contributor ⭐

Include custom fields in AnalyticsImplemented : Idea is live

When pulling reporting on specific tickets types, we sometimes want information that was entered into custom fields on the originating Service Request. However, those fields are not available either in the metrics filter or as columns on the resulting report.This forces us to painstakingly open each ticket and manually pull that information into a report in stances where the manager asks something like “On our new hire requests, how many managers are indicating ‘yes’ for XYZ” where XYZ is a custom field we’ve built onto that request type.

Forum|Forum|2 days ago

sebastianuu00Apprentice

Royal X Casino Inspired ConceptNew Idea

Royal X Casino Download online APK Game Pakistan then play and earn real money. Looking for a bold and exciting business idea? Here’s one inspired by the concept of a premium gaming experience like Royal X Casino.🎯 The Idea:Create a luxury-style entertainment platform that combines online gaming, rewards, and interactive experiences. The focus would be on user engagement, high-quality design, and a secure digital environment.🔥 Key Features Could Include: VIP membership tiers with exclusive rewards Live interactive gaming rooms Loyalty points & bonus systems Secure and fast payment methods Mobile-friendly platform for easy access 💰 Revenue Model: Membership subscriptions In-app purchases Sponsored promotions Affiliate partnerships 📈 Why It Could Work:The online entertainment and gaming industry continues to grow globally. With the right marketing strategy, secure technology, and engaging user experience, this idea has strong potential for success.🚀 Future Expansion: Mobile app launch International audience targeting Branded merchandise Influencer collaborations This concept focuses on creating a premium digital entertainment brand with strong user loyalty and high engagement.

Forum|Forum|2 days ago

achoyApprentice

Disable/Hide Default Asset FieldsNew Idea

Add the ability to disable or hide fields from use for asset types in which they are default. (For example, be able to hide the “Last login by” field from Computer fields.)Presently, there are a good number of fields with a good number of asset types that are inapplicable for our organization and it would be nice to be able to hide the fields to keep asset entries neat and tidy. At the moment the only workaround is to completely recreate the entirety of an asset type and all of its sub-types, which is unideal.

Forum|Forum|2 days ago

CaraSkilled Expert

Change - Link Another Change as a Child / ParentNew Idea

Ability to link a change to a change as either a child or parent. In some instances we would need to link a change with a change but there is no ability to do so in the system. Our Change Management team has requested this feature be implemented because “The purpose of this was to indicate a child and parent relation between the two changes”. This helps with auditing and mapping out similar changes / related changes.

Forum|Forum|2 days ago

mbackwater42Top Contributor ⭐

Export custom fields with ticket dataNew Idea

We found the universal “Category” field to be too limiting when using multiple Workspaces, so we built our own custom Fields as an alternate Category system in each Workspace (labeled “IT Request”, “HR Request”, etc., w/ subcategories and items underneath). Today I was going to export some ticket data and noticed that these custom fields do not show up in the export options. I would really like to be able to do some analysis on our custom categories, and this will be next to impossible without being able to export this data. If this functionality can be added please do so. Thanks!

Forum|Forum|2 days ago

Sara LindmarkApprentice

The possibility to save the sorting in the overview panelNew Idea

Picture from the featureWe really like this feature, but we’re wondering if it’s possible to save the sorting in the overview panel shown on the left when a case is open.Right now, it resets every time you go back to the queue or refresh the page.

Forum|Forum|3 days ago

Daniel SöderlundTop Contributor ⭐

Analytics - New Idea Include custom fields in custom metric or attributeIn progress : Included in Product Roadmap

Hello, I like to create a metric or attribute using custom fields. Example You like know the time between create date and when a custom date field.

Forum|Forum|3 days ago

CaraSkilled Expert

Support Portal / Tickets - Search All FieldsNew Idea

You should be able to search all the fields within a ticket and not just on the title itself. When customer’s are looking for their tickets, they are often looking for something specific. They should be able to search a person’s name or an email address or free text fields for information within those tickets instead of just searching on the tickets title. It makes finding the ticket they require a bit more difficult. Either that OR have a separate search field appear in the ticket section as well that has an advance search, where you can search on the ticket type and then the different fields within that form appear for the customer to search on. That way you are giving them the ability to find their tickets on their own, instead of searching through all their tickets to find the one they need. We have admin staff that log tickets for every region and can have hundreds of tickets in their Support Portal. Being able to find the one they need can be quite tedious and then require them to call the Service Centre to save on time. If we can give the customer’s the ability to search on these fields by themselves, then this saves our Service Centre time and the customer.

Forum|Forum|3 days ago

bfishActive Contributor

Approvals should not fail if a user responds using an email aliasNew Idea

Many of our users, in their email settings, use a default send-as email address that is different from their primary email address (which is used by Freshservice). When these users receive an approval request, they often forget or don’t know to change their from: address to match the address to which the approval was sent. This results in the helpdesk responding "you do not have permission to approve”.I would like the system to be smart enough to accept the response from a secondary email address that is associated with a user.

Forum|Forum|3 days ago

CaraSkilled Expert

Document Templates and Signatures - Allow PDFsNew Idea

We have agency Forms that are locked down so only certain fields can be updated. It would be amazing if we could add these to the Document Templates and Signatures and map the fields in the form to this document. As some of these forms are required to have ‘wet signatures’ but if the customer can fill out most of the form or even e-signature sign with a signature pad, this would make this process much easier for the customer and we can automatically forward the form to the right team instead of asking the customer to email a particular team with the information. We can also make the fields mandatory so that nothing gets missed and the team does not need to go back to the customer saying they missed a section.

Forum|Forum|3 days ago

FunkyFritterApprentice

FreshService Contracts IdeaNew Idea

It would be nice if a payment method field could be added to the contracts sections of FreshService. Or even better would be to allow customers to create custom fields.

Forum|Forum|3 days ago

christian.mentorSkilled Expert

More Conditions to limit "All Users" Data SourceNew Idea

When creating a Service Request item, the All Users data source in dropdown menus (e.g. the Requested for field) only allows you to limit the list of All Users to just one Department and/or just one Location — that’s it.In it’s current iteration, limiting the visibility of a Service Item is negated when someone who can access a item submits a request for someone who should not be able to.

Forum|Forum|3 days ago

Nav_inTop Contributor ⭐

Approvals tab under global search/ requester profileNew Idea

Hey, so it’d be really useful if we can have “Approvals” tab under the requester/contact profile since in several cases most directors (generally higher ups) are in the portal as “requesters” and not as agents and we need to check if they’ve approved the tickets or not. It’ll also be useful to check on which tickets have been approved by them in the past.(or)If we can have “approvals” tab under global search, it’ll help an agent easily navigate and check if there are any pending approvals or what all requests have been approved by a user (or)If we can have “approvals” as an additional filter option under the tickets tab filter when we search for a user:Not entirely sure if there is a simple workaround for this use case. If any, please do let me know!

Forum|Forum|3 days ago

Bottleneck1212Contributor

Bottleneck Calculator: Analyze Your System's PerformanceNew Idea

Is your PC running slow, or do high-end games and software struggle to run smoothly? It might be due to a bottleneck in your system, where one component, like the CPU or GPU, prevents another from performing at its full potential.No need to worry anymore! With the Bottleneck Calculator, you can easily analyze your PC’s performance. Just enter the details of your CPU and GPU and get instant results.👉 PC Builds Bottleneck CalculatorYou’ll also receive suggestions for the best optimization and future upgrades for your system. Try it now and boost your PC’s performance today!

Forum|Forum|4 days ago

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