Freshworks Ideas

8787 Ideas

Save generated documents from service item without having to email requesterNew Idea

When linking a document to a service item. Can there be an option alongside “Generate and Send/custom email” that is just “Save to private note”? This then just saves the generated document as a private note.We have a few items where the details entered are then filled into a form and sent to a supplier. We don’t want/need to the requester to see this but Fresh only allows generate and send to requester.I believe a janky solution can be accomplished in the workflow automator using the api to change the requester temporarily but just a button to save to private would be a much easier solution. Thanks,

Forum|Forum|5 hours ago

Jeff BApprentice

Add ability to add a note through Bulk updateNew Idea

Add two check boxes under Add reply, for ‘Add public note’ and ‘Add private note’ or something to that effect.

Forum|Forum|6 hours ago

Saif6362Apprentice

Native Client-Side Calculator Integration for Support PortalsNew Idea

Hi Freshworks Team and Community,I am currently developing custom integrations for self-service customer support portals to help reduce overall incoming agent ticket volume. A feature we desperately need natively inside Freshdesk/Freshservice portals is a low-latency, client-side calculator widget builder. To test how a tool like this impacts user interaction and reduces ticket deflection, I built a standalone, responsive calculator engine using vanilla JavaScript data arrays. It handles complex, multi-variable logic loops directly in the client's browser (calculating dynamic price variations and nutritional tracking points simultaneously depending on size parameters).You can interact with the live layout configuration and check out the responsive UI performance model here:Live Development Proof of Concept: https://swigdrinksmenu.comHaving an identical native widget block available inside our portal layout customizer would allow teams to build instant quote calculators, shipping estimate fields, or data sheets directly into their knowledge base paths without relying on heavy third-party plugins or external API calls.Is anyone else currently utilizing custom JS blocks to achieve this layout inside their customer service portals, or are there any roadmap updates for native dynamic calculators?

Forum|Forum|6 hours ago

jitesh.comApprentice

Let users play a mini-game while they wait for an agent to replyClosed for Voting

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.

Forum|Forum|12 hours ago

Cara

Analytics - Send from Service Desk EmailNew Idea

At the moment, if someone builds a report or schedules one - it comes from that person and if their account is deactivated manually it asks for you to transfer the report to another person. However, we have the accounts automatically disabling from M365, therefore - we would not be getting alerted that that person has a report assigned against them to re-assign to someone else. It would be more beneficial if you could then choose to have the report assigned to the Service Desk email address and send from it. That way if that person leaves, then the report does not stop running or need to be reassigned.

Forum|Forum|19 hours ago

pedrohfcApprentice

Lack of SLA Policy visibility in Freshservice reports (with real-world impact and workaround)New Idea

Today, SLA Policies in Freshservice are configured based on conditional triggers such as Subject, Service Item, Agent Group, and custom fields.However, there is no direct relationship between a Service Catalog Item and a specific SLA Policy unless a condition is explicitly created for that item (for example, using the item name or a unique field).In complex environments like ours, where we have multiple SLA Policies with different conditions, this creates an important challenge:👉 A single catalog item can have tickets associated with different SLA Policies over time👉 In practice, most tickets follow one main SLA Policy, but exceptions exist👉 This leads to inconsistent and imprecise reportingMain LimitationFreshservice does not provide a native field that indicates which SLA Policy was applied to a ticket.Even with the large number of available reporting fields, this information is not exposed — making it difficult to:Accurately track SLA performance per service Analyze compliance based on actual applied SLA Understand how much of the SLA time was consumed at resolution Identify deviations and improvement opportunitiesOur WorkaroundTo address this limitation, we implemented the following solution:✅ Created a custom field: “SLA Policy Name”✅ Built an automation workflow that captures the SLA Policy applied to the ticket and populates this fieldThis allows us to:Extract tickets by SLA Policy in reports Perform analysis combining Service Item + SLA PolicyIssues with the WorkaroundWhile helpful, this approach has important limitations:⚠️ The automation is not 100% reliable — in some cases, the field remains empty⚠️ Historical data is not populated (only works for tickets created after implementation)⚠️ Any failure in the workflow leads to data inconsistency⚠️ It introduces additional maintenance complexityBusiness ImpactWithout a reliable and native way to identify the SLA Policy applied to each ticket, it becomes difficult to perform key analyses, such as:Measuring how much SLA time is typically consumed before resolution Comparing expected vs. actual SLA performance Identifying services with misaligned SLA configurations Driving continuous service improvement initiativesFeature RequestIt would be extremely valuable if Freshservice provided:✅ A native field indicating the SLA Policy applied to the ticket✅ Visibility of SLA breakdown per priority (since time varies based on priority level)✅ Availability of this information in Analytics / reporting layer✅ Preferably with historical traceability (even if SLA changes during ticket lifecycle)Final ThoughtsThis capability is essential for organizations that rely on SLA metrics to drive governance, service quality improvements, and compliance.Today, we are able to partially solve it with custom fields and workflows — but a native solution would significantly improve data reliability and analytical capabilities.

Forum|Forum|22 hours ago

KCallahanApprentice

Widget suggestionNew Idea

It would be nice if there were Widgets for the following:For tickets an Agent is CC’d on. There does not seem to be a way on the Dashboard for me as an Agent to view a list of the tickets that I’ve been copied on. It is very inefficient to have to work from the email notifications. Group tickets - a widget for a list of open tickets assigned to any groups an agent belongs to regardless of who the ticket is specifically assigned to.

Forum|Forum|23 hours ago

mbackwater42Top Contributor ⭐

Add tasks to Change templatesNew Idea

I was creating some Change templates for monthly maintenance that involves changes (like updating Freshservice Workflows, for one). It would be really nice to be able to build and assign the tasks from the template rather than having to build them each and every month. If there is a way to do this I can’t seem to find it. Thanks!

Forum|Forum|1 day ago

claytonsaidTop Contributor ⭐

Align Ticket Categories with Service ItemsNew Idea

I’m sure that most of us will agree that the vast majority of IT services will require the ability to raise related Incidents (Report an Issue / Ticket) and/or Service Requests. Therefore for every new IT service being provided one needs to create both a new Category/Sub-Category in the ticket Field Manager and a Service Item.Our system integrator helped us to design a workflow that associates a Service Item with its corresponding Category/Sub-Category via a Custom Object. This is required for analysis and oversight. However, I strongly believe that there should be a built-in feature that allows you to correlate or align these two aspects (in the Field Manager or whilst editing a Service Item). I would like to hear your thoughts on this. What is your approach?

Forum|Forum|1 day ago

Mahdi.abuhaitContributor

Feature Request: Add “Observations” Section to TicketsNew Idea

Dear Freshservice Team,I would like to submit a feature request to enhance ticket handling efficiency within the platform.We propose adding a dedicated “Observations” section within every ticket, allowing agents to document key findings, actions taken, and important notes in a structured and easily accessible way.Purpose and Benefits:Reduce time spent reviewing full internal and external ticket conversations Provide a quick summary of investigation progress and actions taken Improve visibility of ticket status for agents handling follow-ups Enhance shift handovers and team collaboration Increase overall efficiency in ticket resolution and response timeSuggested Functionality:A clearly visible “Observations” tab or panel within each ticket Ability for agents to add timestamped notes after each action or investigation step A structured format for quick summaries of progress Easy access during ticket follow-up without scrolling through entire conversation historyThis feature would significantly improve operational efficiency and agent productivity, especially in high-volume support environments.Thank you for considering this request.

Forum|Forum|1 day ago

Cara

Analytics - Paragraph TextNew Idea

At the moment it does not appear you can export and report on Paragraph Text (Rich Text) within Freshservice. It does not appear a part of the data dictionary in reporting. Can this please be added (e.g. the description of asset types) so it can be pulled into reports?

Forum|Forum|1 day ago

mgunnApprentice

Risk Register - any solutions?New Idea

Was wondering if anyone ever established a Risk Register function? I have seen sporadic discussions elsewhere in the community, and a very limited plugin that doesn't really serve the function fully. In short, ITIL4 says Risk Management is a fundamental and should be treated as a first class citizen (similar to how change records and problem records have their own dedicated sidebar areas and full lifecycle and integration across the platform) I have added this as a feature request in the non-community freshworks pages, but really wondering if anyone has come up with a workaround or solution? I feel it should really be fundamental given the above relation in ITIL. I also saw this post with a few asking the same thing but the post is now closed Risk Register | Freshworks Community

Forum|Forum|2 days ago

SteveDewSWRContributor

Continuous Improvement RegisterNew Idea

Please can a CI module please be added to Freshservice. This is a massive part of the ITIL framework and an important thing for all Service Management teams to do. At the moment our process for this our clunky spreadsheets.

Forum|Forum|2 days ago

KristianHSContributor

Missing a standalone task module.New Idea

The addition of a dedicated task module in Freshservice would provide a centralized view of all tasks assigned to an agent—regardless of whether they originate from tickets, problems, changes, or projects.Furthermore, it should support the creation and assignment of internal tasks between agents that are not tied to any specific parent entity.This would enhance flexibility in workload management and improve internal collaboration across teams.

Forum|Forum|2 days ago

mhaydenApprentice

TV Display or Dashboard for Ticket StatusClosed for Voting

Would love to be able to have a monitor in the hallway that shows which tickets are at a specific status (ex. "Ready for Pickup", "Response Needed," etc.). That way people walking by could see that their device is ready or that they need to check their email. It would be great to have a page that fit in 1024x768 and auto-refreshed. Slider with prominent "Page X of Y" if the view was greater than the size of the monitor.

Forum|Forum|2 days ago

mbackwater42Top Contributor ⭐

Move Resolution to Ticket FieldsNew Idea

This whole tab should be a field in the Ticket Fields, which would allow us to use Business Rules to do something like mandate notes before a ticket is Closed/Resolved. I manually built a custom field and rule to do this, but it seems silly to have a whole tab for something that should be a standard ticket field.

Forum|Forum|2 days ago

Net Metering: A Smart Way to Save on Electricity BillsNew Idea

Net Metering: A Smart Way to Save on Electricity BillsWith rising electricity costs, many homeowners and businesses are looking for ways to reduce their energy expenses. Net metering is an excellent solution that allows consumers to generate their own electricity using solar panels and sell excess power back to the grid.What is Net Metering?Net metering is a billing system that enables consumers to offset their electricity bills by producing their own energy. If your solar panels generate more electricity than you consume, the surplus energy is fed into the national grid, and you receive credits on your bill.How Does Net Metering Work?Install Solar Panels – First, a solar power system is set up on your property. Generate Electricity – The panels convert sunlight into usable electricity. Use What You Need – The generated power is used for household or business needs. Send Excess Power to the Grid – Any surplus energy is sent to the grid through a bidirectional meter. Receive Bill Credits – The utility company credits your account for the extra electricity supplied.Benefits of Net Metering✅ Lower Electricity Bills – Save money by producing your own power.✅ Earn from Surplus Energy – Get credits for unused electricity.✅ Eco-Friendly Solution – Reduce your carbon footprint by using renewable energy.✅ Energy Independence – Less reliance on the power grid.How to Apply for Net Metering?If you're interested in applying for net metering in Pakistan, visit FESCO Net Metering to learn more about the process, eligibility criteria, and required documentation.By switching to net metering, you can enjoy long-term savings while contributing to a greener, more sustainable future. Start your journey toward energy independence today!

Forum|Forum|3 days ago

ejgerkenSkilled Expert

Has the idea/wish for Business rules on onboarding form ever been placed on the roadmap?New Idea

I know there are not many entries here about it, but as nice as applying business rules in ticket and service item forms may be, the lack of being able to use it in the onboarding form really makes it hard to convince HR or Managers to actually use it. if you run 100 entities, you want to be able to filter drop-downs based on entity names or countries or… whatever helps to narrow down the choices in subsequent drop-downs for them. at this time, without this ability, all i can do is create and build my own service item, abandon the onboarding module (as we have abandoned the offboarding module also).it may be nice to have these modules in Fresh, but if they are not actually made useful enough, what's the point of having them if you have to build your own forms/service items anyway to get basics into the function…..

Forum|Forum|4 days ago

ewanatApprentice

Cloud Storage integration with EgnyteClosed for Voting

Egnyte is an enterprise cloud file storage system that offers some features that other cloud storage solutions don't. Integration with that system would be very helpful for companies already using the Egnyte solution.

Forum|Forum|4 days ago

MichaelShawApprentice

Journey Activity - Create Ticket From Service CatalogNew Idea

We can configure a “Create ticket” activity in a journey. This activity creates a Service Request ticket. Currently, these tickets have to be created from scratch within “Configure activity”. We would like the ability to link the ticket creation activity to items from our Service Catalog and populate them with journey data. This saves us from duplicating work, and lets us maintain consistent behavior for services that are provided withing a journey but also provided directly in the catalog.

Forum|Forum|4 days ago

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.

Forum|Forum|5 days ago

anpatterson03Apprentice

Search Asset Number FieldsNew Idea

We need to be able to search custom asset fields that are defined as numbers. In our case we store mobile telephone numbers attached to cell phones so we normally would search by that phone number to bring up the asset. I am not sure why number fields are not searchable as it is.

Forum|Forum|5 days ago

Karel_VlčekTop Contributor ⭐

Easy -> Move "Requested for" imput to main page of requestNew Idea

Hi,I would appreciate moving all the items on the second page of the request service item to the first page, especially the "Requested For" input field and making it more visible.Because 90% of our users simply ignore or don't see it.

Forum|Forum|5 days ago

SnuffleRoeSkilled Expert

Consistant text editor throughout the systemNew Idea

At the moment, there is no consistancy in functions for text editors throughout the system.In one place a text editor allows the function of using blockquotes where others don't.Some places allow the use of the HTML editor for sending mails (like sending mails from the workflow editor), in other places (like sending a mail from the Supervisor Rules) the HTML editor is not available.Can you please make all the editors consistent in functionality throughout the system?

Forum|Forum|5 days ago

jross07Community Debut

Requester Ticket View ImprovementsNew Idea

The requesters view of tickets is severely lacking any sorting or filtering functionality outside of the tickets status (open vs Closed) and creation time. Since there is a significantly more robust sorting and filtering functionality for agents it seems that this is an oversight. Specific items that I believe should be considered are:the ability to sort/filter based on the full range of statuses search/filter by subject possibly category or tags or something similar.

Forum|Forum|5 days ago

Ideas Status Pipeline

Filter by idea status

Filter by product