Freshworks Ideas

8691 Ideas

Service Item Fields in List ViewsNew Idea

Similar to what was done for Reporting but if I have a Ticket List set up and only set to show one Service item, I should be able to bring in the Fields that are present in that specific Service Item into my ticket List. Not being able to add these seems like a massive miss.

Forum|Forum|1 hour ago

Medic1334Top Contributor ⭐

Hide service items unless in bundleNew Idea

To work around some limitations with fields, I’ve had to split a rather large service item into multiple service items. The service items should never be raised outside of the bundle, as the parent item of the bundle contains key information needed on all the child items to process them.If I adjust visibility options, the child options in the bundle get hidden as well. I can put in a validate on form submission to block users, but being able to hide it all around would be great considering the use case on this :)

Forum|Forum|2 hours ago

YannEvaluoApprentice

Full visibility of customer browsing URLs in FreshChatNew Idea

I would like to suggest an enhancement for FreshChat to improve customer context during conversations.Currently, we do not have full visibility of all the URLs a user visits while interacting with the chat. It would be extremely valuable to have a feature similar to HubSpot, where every time a customer navigates to a new page, the URL is automatically captured and displayed directly within the chat thread under their latest message.This would allow support and success teams to:Better understand the customer journey in real time Provide more accurate and contextual assistance Reduce back-and-forth questions about where the user is on the platform Improve troubleshooting efficiency for technical issuesIdeally, each new URL visited by the user would appear as an additional line or metadata entry associated with their most recent message, creating a continuous and transparent view of their navigation path during the conversation.This enhancement would significantly improve the quality of support and align FreshChat with advanced customer context tools such as HubSpot’s conversation tracking.

Forum|Forum|7 hours ago

CaraSkilled Expert

Agent Group - ApprovalsNew Idea

You should be able to assign an approval task to a team rather than have to select individual people. This means that it is constantly having to be managed and updated to remove and add people that move between teams. You should be able to assign a task or service request to an agent group rather than to specific people. ATM it looks like you can only send an approval email, you should be able to just forward the service request or a task with the approval and reject option and be able to change the status or an approve or reject option appears for that stage for that team to approve or reject.

Forum|Forum|12 hours ago

ahuiContributor

Add Survey Short Text Responses as a filter in Analytics WidgetsNew Idea

Can you please add the ability to create a widget that shows all of the Surveys that included a Short Text Response in a widget? I would like to create a CSAT Dashboard that shows only the surveys that the user responded to the survey with their own feedback. I would really like to see the user responses on the actual widget and not have to go into view underlying data and filter through all of the surveys to find them.

Forum|Forum|22 hours ago

EthanBCSkilled Expert

Solution Article DescriptionsNew Idea

Solution articles should have a standalone article description field that could be used to populate the “Popular Articles” cards. Currently it shows the first ~150 characters of the article ending with an ellipse. There’s no easy way to generate a clear description that isn’t either cut off and/or awkwardly pasted at the top of the article. You can add an invisible text string to the article using the code viewer, but this is tedious work and it still forces a very specific character limit to prevent being cut off or continuing into the article body before being cut off.

Forum|Forum|22 hours ago

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.

Forum|Forum|1 day ago

ptoridactylApprentice

Grant Extra License for Integrations Requiring API KeyOpen : Open for Consideration

Maybe I am doing this wrong, but a lot of the integrations from the marketplace (and webhooks initiated in the automations) require a users api key. I think this is really poor practice, as a lot of the integrations are using my API key. So if I leave, that API key will no longer be available and all the automations and webhooks will break. Unfortunately there’s no static API key outside of a user granted in the freshdesk system, and I feel like it’s kind of insane to have to pay extra money for an additional user license to have this all not be a SPOF.

Forum|Forum|1 day ago

cefangmanfoley

Auto Check the Box on a Bundle Service Item When Subfields are Filled OutNew Idea

We have had multiple times where a manager gets confused when filling out their new hire form (which we have set up as a bundle) because they fil out all the required fields on the item but didn’t check the box on the bundle. Then they submit the ticket, and that item isn’t included. I think if any subfield of an item is selected, the system should auto check the box for the item. See below an example, they could pick iPhone and carrier and submit, but because the little box by Cell Phone isn’t checked, it won’t be in the bundle.

Forum|Forum|1 day ago

kpattersonTop Contributor ⭐

Ability to re-order items within the Action Block of a workflowNew Idea

We use workflows to create lists of tasks an agent should complete based on selections made in specific Service Request forms. We attempt to add the tasks in a logical order so the agent works from the top of the list down to the bottom sequentially. The problem arises when a new task needs to be added that should occur somewhere other than ‘last’ in the list of tasks.Scenario automations allow you to easily re-order the list of actions via drag and drop. We’d love to see this same ability applied to the Activity block within Workflows. The only workarounds we have currently is adding a task to end of the Activity block and copy/pasting the tasks one at a time to move later tasks down the list or creating multiple Activity blocks in each workflow which is just messy and a challenge to maintain.

Forum|Forum|1 day ago

WCableApprentice

Journeys - Add build kits as part of onboardingNew Idea

Right now, Journeys does not allow for build kits and software / asset assignment like Onboarding does. While Journeys would solve most of our onboarding problems, without the build kit functionality, it is basically useless to our situation.

Forum|Forum|1 day ago

Greg_ZielinskiApprentice

Can the Note in a time entry also post in the NOTES of the ticket?New Idea

Would it be possible to have the “Note” when entering the time entry appear in the Notes section in project tasks?If a time entry is added a NOTE is entered, it doesn’t appear in the same NOTES section when clicking “Add Note”. This means there are two places to review “notes” to a ticket If we don’t enter Notes in the time entry, the analytics are empty for time entry reports.As a Project Contributor, I want the text entered in a Time Entry "Note" field to automatically populate as a new entry in the task's "Notes" section, So that I can document my progress and log my billable hours in a single action without duplicating my work.

Forum|Forum|2 days ago

leyeoApprentice

is there any support for dynamic sections in journey?Implemented : Idea is live

with the introduction of Journeys, which is being pushed to replace Employee Onboarding. Are there any plans to support dynamic sections within Journey. That was very useful in Employee Onboarding to show different fields when an item is selected in a drop-down menu or is there another way to achieve this in Journeys i am not aware of.Thank you

Forum|Forum|2 days ago

DthepassApprentice

Asset Management DashboardNew Idea

I would like to create a dashboard for assets.How many laptops/phones I have in stock, how many I have in use at the moment, that kind of stuff.At the moment, the module is not available for selection when creating a widget, and this would greatly improve the management of our assets.

Forum|Forum|3 days ago

ahuiContributor

Dark Mode Formatting ImprovementsNew Idea

I often have to copy and paste private notes when tickets are pending and have the same update as last time. While using Dark Mode, when I copy text from a previous private note and paste into the private note field, it inserts the text as black with a white background. Here is an example of a private note: If I copy this text and paste it into a new private note, it forces a white background on the font:It looks like the background is white, and the font is black. But if I edit the private note and remove the white text background, the font becomes invisible and you can’t see it. If I view the private note in light mode, here is what it looks like:if I edit the private note and remove the black text background, the font becomes invisible and you can’t see it. It would be great if copying and pasting while in Dark mode didn’t have this effect on text. The only work around is to fix the text every time or copy and paste into notepad and then back into Freshservice. You don’t need to work this way in Light mode. I also noticed these issues in the Knowledgebase. If I copy and text from a Knowledgebase article and insert it into a new one, for example like a Knowledgebase template that I want to use for every article, the background is always wrong when I copy it while in Dark mode and I am usually forced to work in Light mode.

Forum|Forum|3 days ago

JiadaiApprentice

Add date ISO format for Journey in PlaceholderNew Idea

There is no option for date ISO format for Journey in placeholder, which we can’t use it in Expression Builder or other action in workflow automator. In Service Item and old Onboarding module, we are able to select ISO format:

Forum|Forum|3 days ago

MDaviesSkilled Expert

Export and Import Workflows Within The Workflow AutomatorNew Idea

In Freshservice it would be pretty great if we could Export and Import Workflows. This could prove particularly beneficial for the Freshworks support teams when providing customers templated examples of Workflows. This could also allow the Community to share Workflow templates, ideas and examples with each other.

Forum|Forum|3 days ago

CaraSkilled Expert

Resolution Notes - MandatoryNew Idea

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.

Forum|Forum|3 days ago

fabian.arltApprentice

Retrieve users a ticket is shared with via APINew Idea

Hi Freshservice team & community,I’d like to propose an enhancement to the API that would allow retrieving the list of users a ticket is shared with (e.g. shared stakeholders).Use case:In many workflows, tickets are shared with additional users for visibility or collaboration. However, this information is currently not easily accessible via the API, which limits automation and integrations.Proposed solution:Provide an API endpoint (or extend the existing ticket endpoints) to return:Users the ticket is shared with / watchersExample use cases:Sync shared users with external systems (e.g., CRM, project tools) Trigger automations when certain stakeholders are involved Update the ticket status if someone from the shared list is sending a reply/noteWould love to hear if others have similar needs or additional use cases!

Forum|Forum|3 days ago

rebodetContributor

Separate Holidays from the Business HoursNew Idea

We have 8 different Business Hours due to Agent’s different schedules. We currently have to edit each Business Hour record to set the holidays. It would be easier to set the Holidays separately and then point the Business Hours record to the Holidays to use for that set of Business Hours.

Forum|Forum|4 days ago

dcuttingContributor

Journey - need to be able to hide fields from initiatorNew Idea

We need to be able to have fields in a journey that are not visible to the initiator. These fields need to be updated by other during the process. Example, approval notes, fields that only our HR team needs to fill out and so on. Today the initiator sees them all and it can create confusion about filling them out or not.

Forum|Forum|4 days 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|4 days ago

aartursApprentice

Create Automation to run on Outbound EmailNew Idea

Currently, the "Create Automation" functionality does not trigger when an outbound email is sent. The only automation that is currently active in this scenario is "Update Automation." This limits the ability to initiate new workflows or trigger specific actions based on outbound communication, which is a critical use case for many sales, marketing, and customer success processes.Requested Enhancement:Enable the "Create Automation" feature to also run when an outbound email is sent. This would allow users to: Automatically create new tasks, opportunities, or follow-ups when an email is sent to a lead or contact. Initiate onboarding or engagement sequences triggered by the first outbound contact. Start custom workflows that depend on email outreach activity. Benefits: Improved automation consistency across inbound and outbound communication. Enhanced workflow flexibility and time savings for users. Better alignment with common sales and outreach use cases. This functionality is essential for ensuring outbound communication can serve as a powerful trigger point in user-defined automation flows.

Forum|Forum|4 days ago

aartursApprentice

Automatically include attachments when forwarding tickets from the UINew Idea

When a user clicks Forward on a ticket in the Freshdesk UI, the forwarded email should automatically include the original ticket attachments.At the moment, attachments are not added automatically. Users must first download the files manually and then re-attach them to the forwarded email. This creates unnecessary extra steps and slows down the workflow.

Forum|Forum|4 days ago

J_WoodApprentice

Remove additional filters on 'Export Tickets'New Idea

When exporting tickets from a list that’s already been filtered, when selecting to Export it would be helpful if you could either remove the additional filters that are shown (‘Filter tickets by’), make this an optional filter or add an option to export the tickets that are currently filtered without having to filter further. The only way I can get the export to fully work (export all tickets I have in my current view) is by setting the ‘Created time’ filter to be years in the past.

Forum|Forum|5 days ago

Ideas Status Pipeline

Filter by idea status

Filter by product