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alyssia.correa
Skilled Expert
Product IDEAS Section | FAQs
10
alyssia.correa
Skilled Expert
🚨 ANNOUNCEMENT !!!! Update on PRODUCT IDEAS Section 💡
12

Ideas Status Pipeline

8520 Ideas

Anzej
Apprentice
AnzejApprentice

S/MIME (p7m) supportNew Idea

Due to security requirements, users have started sending digitally signed emails. But in freshdesk we just see “not given” and smime.p7m attachement is visible.Please support decoding or displaying the content of S/MIME encrypted attachments.  

0
Anzej
Apprentice
Forum|Forum|3 hours ago
Trumapk
Apprentice
TrumapkApprentice

Download the latest APK and games for free.New Idea

Download the latest APK and games for free at trumapk.com, your trusted source for fast, safe, and updated Android apps and games. Here you can find premium apps, popular games, and useful applications in one place, with easy downloads and regular updates for the best user experience.

0
Trumapk
Apprentice
Forum|Forum|7 hours ago
L
Contributor
lsommerContributor

Workflows associated directly with a service requestNew Idea

A majority of our workflows start with “Service request is submitted → if requested item = “request” continue along this workflow”. Then in each node that we need placeholder information I have to re-select the service item to bring up the appropriate placeholders, its already established we are working with one specific request. Or, if I need a conditional further down the line it needs to be a two level conditional with the first level confirming the service item, and the second checking specific fields. If we could have workflows associated directly to a service item I think it could streamline creating the workflows, prevent mistakes, and organize the workflows tab. Instead of having 10+ service quests that all start with “SR -”Requested item” do these 4 things for a specific situation”, all of those could just be collapsed under “”requested item” specific workflows”. These could potentially be accessed right from the screen the request is created/configured from? 

1
R
Forum|Forum|23 hours ago
ShaunaM
Apprentice
ShaunaMApprentice

Adding Ad Hoc Tickets to JourneysNew Idea

We would like the option to add new ticket activities directly into an active Journey without editing the template. We want these tickets to have full visibility to onboarding/offboarding details without extra clicks. We currently create normal (manual) Freshservice tickets and link them (parent/child or related) to the existing Journey ticket, but this creates extra clicks or lack of information for the agents working the ticket.

1
ShaunaM
Apprentice
Forum|Forum|1 day ago
ASHill
Contributor
ASHillContributor

Filtering on Associated Tickets within a ProblemNew Idea

It would be incredibly helpful to have the ability to filter associated tickets within a problem. We frequently need to determine which tickets are still open and need specific actions if the ticket is pointing to a workaround or still need the permanent applied fix. This would enhance communication with impacted customers and give better understand to impact over time. 

0
ASHill
Contributor
Forum|Forum|1 day ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Password in Plain text in Powershell OrchestrationImplemented : Idea is live

I recently installed the Powershell Orchestration and there’s a few things I’m not in love with from a security perspective.The password is in plain-text. Even after you save the workflow, the password is still in plain-text. This is not a good security practice. Any way to block out the password and not display it to the user? Additionally, profiles are created as part of the Powershell Orchestration settings, but then you aren’t even using a profile in the Inline Command. Instead, you have to manually supply a username and password. When a script is called, it looks as if NTLM is being used to access the script. Can we have a choice of what to use? When I use the Execute Command to run a script, it only loads in the first part of it and says it executed successfully - not executing any of the commands in the script. If anybody has any insights, I’d love to hear them to get this to work. Thank you!

5
Kamakshi V
Forum|Forum|1 day ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

FreshService Status Widget - Sharepoint Compatibility ImprovementsNew Idea

Microsoft Sharepoint is a very common intranet platform for businesses; However, the FreshService status widget does not function in SharePoint Online due to iframe and CSP restrictions common across M365 tenants.A more compatible approach would be for Freshworks to provide:A documented, read‑only Service Status JSON API, and... An official SPFx-based SharePoint Web Part that consumes this API. This would align FreshService with Microsoft modern development standards and eliminate widget compatibility issues across SharePoint and Teams.Thank you for your consideration in making a major enterprise-grade improvement to the platform!

0
AbominableSnowmin
Contributor
Forum|Forum|1 day ago
Aria Sinclair
Apprentice
Aria SinclairApprentice

Achieve Long-Term Growth with Fusionex Tech ConsultingNew Idea

In a digital-first world, businesses need the right guidance to grow efficiently and stay competitive. https://www.fusionextechconsulting.com provides professional consulting services that help organizations implement modern technology, optimize operations, and achieve sustainable growth. Their approach focuses on practical strategies and measurable results.Understanding Your Business GoalsFusionex Tech Consulting begins every engagement by analyzing the unique objectives and challenges of each organization. This ensures that every solution is customized to deliver real value and long-term benefits.Optimizing Workflows for Maximum EfficiencyStreamlined operations are critical for growth. Fusionex Tech Consulting helps businesses simplify workflows, integrate systems, and make data-driven decisions to improve productivity and reduce operational bottlenecks.Scalable Solutions for the FutureTechnology must evolve alongside business growth. Fusionex Tech Consulting designs scalable digital frameworks that adapt to changing needs, ensuring solutions remain effective and sustainable over time.Preparing Teams for Successful TransformationSuccessful adoption of new technology requires organizational readiness. Fusionex Tech Consulting provides training, guidance, and change management support to help employees confidently embrace new tools and processes.Industry Experience for Tailored SolutionsWith expertise across multiple sectors, Fusionex Tech Consulting applies industry best practices to deliver solutions that meet specific organizational needs while driving innovation and efficiency.ConclusionFusionex Tech Consulting helps organizations achieve long-term growth by combining tailored strategies, optimized workflows, scalable technology, and empowered teams. Their approach ensures businesses can innovate, grow, and thrive in an ever-evolving digital landscape.

0
Aria Sinclair
Apprentice
Forum|Forum|1 day ago
trevisscout
trevisscout

One-Click Gift Card Balance Lookup Platform for Popular BrandsNew Idea

At starbucksgiftcardbalance.us, users enjoy a fast and intuitive way to check their Starbucks gift card balance in just a single click, without the hassle of navigating complex menus. Our platform is designed for simplicity and speed, making it easy for customers to instantly verify their available balance and plan their next coffee purchase with confidence. Built with user experience and accuracy in mind, this balance-checking tool ensures convenience for every Starbucks gift card holder.

0
trevisscout
Forum|Forum|1 day ago
C
Skilled Expert
CaraSkilled Expert

Assets - DecommissioningNew Idea

In our previous ITSM tool, when an asset is decommissioned, replaced, wiped, etc. It is kept in the system for auditing purposes but then made unavailable. This means agents can view the history of the device for auditing purposes but that customers (requesters) are not able to select it as an asset in their ticket and it disappears from any tickets making it unavailable and no longer active. I presumed that Freshservice did the same when you made an asset End of Life, this would then remove it from an active state and make it unavailable for requesters to attach to a ticket and remove it from their assigned assets.  Could this be added to the system as a priority. This is a basic functionality that should be readily available and isn’t. You should be able to mark it as different states and then be able to determine what happens with the asset (e.g. if you set the status to retired it then hides it / makes it inactive and unable to be selected). For example make the states be customisable and be able to select if it is active or inactive then when that is selected within an asset it automatically marks it as such. 

1
S
Forum|Forum|2 days ago
C
Apprentice
ccardimonApprentice

Archive and Find/Replace function for articlesClosed for Voting

I propose adding an archive function for old solutions that you don't need anymore but don't want to delete, either. I also propose adding a function similar to those offered by Word and Google Docs, which would be a global Find & Replace function. 

3
T
Forum|Forum|2 days ago
DanielRuff
Top Contributor ⭐
DanielRuffTop Contributor ⭐

Add Workflow Automation Action: Send Email to Custom Email Address(es)New Idea

Currently, in Freshdesk workflow automations, the available email actions are limited to:Send email to requester Send email to agent Send email to groupThere is no option to send an email to a custom email address or a list of email addresses entered manually. This limitation makes it difficult to notify stakeholders who are not directly involved in the ticket as requester, agent, or group member.Proposed EnhancementIntroduce a new workflow action:Send email to custom email address(es)Key capabilities:Allow entering one or multiple email addresses Support comma-separated addresses Use the existing email template editor Optional validation to ensure correct email formatUse CasesNotify external stakeholders when specific tickets are created (e.g. VIP customers, escalations, outages) Inform management or leadership about high-priority or SLA-critical tickets Send alerts to distribution lists or shared mailboxes Notify third-party vendors without making them requesters or agentsExample ScenarioIf a ticket is created with:Category = “Security Incident” Priority = “Urgent”→ Automatically send an email notification to:security-team@company.com, it-management@company.comExisting ReferenceThis functionality already exists in Freshservice, where workflow automations support sending emails to custom email addresses. Bringing this feature to Freshdesk would create better feature parity across Freshworks products and significantly increase automation flexibility.Business ValueReduces manual forwarding of emails Improves visibility for critical tickets Enables better communication without changing ticket roles Aligns Freshdesk workflows with Freshservice capabilitiesExpected ImpactHigh — this is a frequently needed automation feature for growing support teams and enterprise environments.

0
DanielRuff
Top Contributor ⭐
Forum|Forum|2 days ago
C
Active Contributor
CecileActive Contributor

Asset Management - users should not be able to associate assets in an 'inactive' state to tickets / relationshipsNew Idea

Current we have wihin the Asset Management module all assets, regardless of status.The issues that we face are the following: users can associate assets to changes or to tickets, regardless of their status. So we have for example change tickets for an asset that is already disposed. users can associate new assets relationships with othe assets regarless of their status.In the end there is a mix of actual assets with assets that are disposed, sold or in other inactive state.For audit purposes we must have asset data available for several years available, athough many assets are in an ‘inactive’ status (such as ‘disposed’ for example). So we cannot use the ‘delete’ function for such assets. We need those to remain in the system and at the same time those should no longer be selected for associations, as explained in the 2 points above. The idea is to make Assets in an inactive state no longer selectable for associations to other records. Older associations should remain.It would be great to have the product team propose a solution for this issue.

4
C
Active Contributor
Forum|Forum|2 days ago
C
Skilled Expert
CaraSkilled Expert

Assets / Services - Relationships List View / Upstream & Downstream UpdateNew Idea

From the list view and mapping, is it possible to have a drop down to be able to update or add a relationship rather than deleting and re-adding. Plus if this has to be done for multiple links then it makes the process very tedious. Being able to see all the links and being able to just update with a drop down from the list view or by clicking on the link line and updating from a drop down, would make this more seamless.

0
C
Skilled Expert
Forum|Forum|2 days ago
C
Skilled Expert
CaraSkilled Expert

Services - Relationship List ViewNew Idea

Why is there no list view in the Services and only the map? Can the list view please be made available? This would make it easier to see and for those services where we have 150 VMS we need to attach, make it just that bit easier.Assets - Relationship Remove / Delete | Freshworks Community - Related

0
C
Skilled Expert
Forum|Forum|2 days ago
C
Skilled Expert
CaraSkilled Expert

Assets - Relationship Remove / DeleteNew Idea

Why in the relationship map, is there no remove link?  Can there please be a remove or unlink option to make this process easier. It appears in order to remove the link you have to go to the list view of that item and then delete it from there.  Would also make sense that if you hovered over the link lines that you could change the relationship type, if you accidentally selected the wrong one and also have the list view have the link as a drop down menu so you can change this from the list as well and also make multiple easy changes from one window.

0
C
Skilled Expert
Forum|Forum|2 days ago
JoramP
Contributor
JoramPContributor

CSV Import for Asset FieldsNew Idea

Currently, when importing assets via CSV in Freshservice, the fields Cost, Salvage (€), and Depreciation Type cannot be imported. These fields must be added manually, which can be time-consuming when importing large quantities of assets. Allowing these fields to be included in the CSV import would save a significant amount of time and make asset management much more efficient for users managing large asset lists.Looking forward to this improvement being made!

2
R
Forum|Forum|2 days ago
T
Apprentice
TheDoggyGoesMeowApprentice

Seamless SSO for Status PageNew Idea

We have Seamless SSO for our Freshdesk platform, linked in with Azure/Entra IdP, and it works great. However, when our users go to the status page, they have to enter their email address. It would be great if this was fully seamless SSO too. We don’t want to make our page public, but we do want a nice transition into auto signing in for company employees.

0
T
Apprentice
Forum|Forum|2 days ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

Status Page Incident - Formatted TextNew Idea

When creating status page incidents, updates, or scheduled maintenance, the description text is completely run-on and there are no line breaks or formatting possible.   Where these announcements are user-facing, it’s important that formatting can be done.Easier to read and understand More professional looking Ensure fidelity of messagingFormatted text is available in many areas of FreshService, and this area desperately needs it.

0
AbominableSnowmin
Contributor
Forum|Forum|3 days ago
R
Apprentice
rquachApprentice

Dashboard - "My Group Task" ScorecardIn progress : Included in Product Roadmap

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. 

18
johannes.deneke 
Forum|Forum|3 days ago
Pac
Apprentice
PacApprentice

Carte Enjeux Maritme MO -AF EstNew Idea

Mer Méditerranée       ↓ Suez  Mer Rouge       ↓ Bab el-MandebGolfe d’Aden → Océan Indien      ↙       ↘Somaliland    Djibouti   |            ↙↓↘Bases UAE     USA, France,  & potentiels  Chine, Japon, Italie, Espagne       ↓  Positions russes / discussions en Soudan 

4
kpsc thulasi
Forum|Forum|3 days ago
James BIK
Apprentice
James BIKApprentice

Best Practices for Managing Customer Support in Streaming or Entertainment Apps?New Idea

Hey everyone!I’m currently helping run a content-streaming platform that offers live sports, movies, and anime via Android APKs. We’ve started to grow our user base, and support requests are increasing — mostly about login issues, app errors, and device compatibility.I’m curious how others in the entertainment or app-based industries manage their support channels. Do you prefer Freshdesk over Freshchat for mobile-first users? Any automation tips for repetitive issues? How do you deal with users on modded Android OS or low-end phones? Would love to hear your workflows, tools, or any customer success tips that work well for high-volume but low-ticket-value platforms.Thanks in advance! 

3
leqywynoc
Forum|Forum|3 days ago
danwrite
Contributor
danwriteContributor

Save columns with ticket viewsImplemented : Idea is live

Right now, we can create ticket views and save them, but the specific columns used in those views do NOT save.  I brought this to support and they told me columns stick per browser session in cache, but do not save and display for everyone.  We depend heavily on custom columns.  The ability to save columns with ticket views not only seems logical, it would be highly beneficial and allow us to make full use of custom felids.  

10
C
Skilled Expert
Forum|Forum|3 days ago
EricYMHT
Apprentice
EricYMHTApprentice

Ability to Add Holidays for next Calendar YearNew Idea

I was trying to set up holidays for 2023 and noticed the calendar does not extend beyond Dec 2022. I needed to set up a New Years holiday for Jan 1-2 as my team is out of office and we will be using an automation based on business hours/holidays. FreshDesk support informed me that “The calender will only be available on Jan 1st 2023 as it is a system predefined set-up which cannot be over-rided”. I think it is important to be able to set this up prior to the new calendar year. My team is diligent and plans ahead.  Very inconvenient for us as we’ll need to login over the weekend and set this up on January 1. We’ll potentially be missing out on informing clients about our availability before we can set this up on Jan 1. Additionally, this is unnecessary time spent by my team on a holiday weekend when we could have set this up during the work week. 

3
E
Forum|Forum|4 days ago
BryceK
Top Contributor ⭐
BryceKTop Contributor ⭐

Import Holidays Business hours - FreshDeskNew Idea

Hello Team, Please help to support an ‘import holiday’ function to FreshDesk. We have several groups that require same holidays but different business hours so they cannot be combined. Having the ability to import holiday hours would ensure correct dates across all groups and save a ton of time not having to click a pop-out calendar scrolling through the months. Please make this like FreshService already has.  Thanks,Bryce

1
J
Forum|Forum|7 days ago

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