Freshworks Ideas

8835 Ideas

Government - Industry optionClosed for Voting

When adding a new company contact, the "Industry" field has 60 different options, but none of these are "Government". Please add!Also, it would be useful if the options in the drop-down list were ordered alphabetically.

Forum|Forum|2 hours ago

fz22Apprentice

Sort search results by last modified by defaultNew Idea

“Relevance” is rarely relevant in search results. Just show me the most recent results first, as that is almost always what I’m looking for.For example, if I search by someone’s unique-to-our-company last name “Jefferson”, the “most relevant” search results are tickets from 2 months ago, 2 months ago, 1 year ago, etc. How come those tickets are more relevant for his name than the ticket he submitted yesterday?This has been suggested twice, 10 and 5 years ago, and both are now closed to voting.Sort ticket search results by Last Modified instead of relevance | Freshworks CommunityDefault Search Results should be by date created | Freshworks Community

Forum|Forum|19 hours ago

shaun-sApprentice

[Feature Request] Freshservice Analytics - Group by Year AND Quarter (YYYY-Qn)New Idea

It would be great if Freshservice Analytics could introduce additional date groupings, particularly Year and Quarter (e.g., 2026-Q1) to allow quarter-by-quarter analysis.FS Analytics does not permit grouping by Created Date as a Year and as a Quarter. The workaround I am currently using is to create a new attribute for the quarter of the year and then add that as an additional group by:However, this doesn’t work if I want to group by an additional attribute; for instance, Agent Group Name. I therefore have to produce a graph for each year, which isn’t ideal for a quarter-by-quarter comparison.Microsoft PowerBI and Google Data Studio permit grouping by year and quarter which allows for quarter-by-quarter analysis:

Forum|Forum|21 hours ago

leigh.websterContributor

Allow Agents to have a multiple email addresses like requesters doClosed for Voting

When you look at a requester profile, you can add multiple email addresses.When you look at an agent profile, they can only have one email address. This presents a problem for us as we have two separate domains.Domain 1: Used for all systems setups including Active Directory, OneLogin (SAML/SSO), etc. Users are provissioned into Freshservice with this email account.Domain 2: Is simply an alias used for all inbound/outbound email communications.So for our agents, we're stuck on which email address we should set them up on. If we use domain 1, they will continue to receive probe updates and automatically login via SSO. However if agents log their own tickets outside the system, they will be logged from domain 2.If we setup agents on domain 2, their tickets will be received fine into Freshservice. However, they won't be provisioned / updated automatically and can't SSO into the system.Having the ability to have multiple email addresses on an agent would help fix this solution. Have a primary email address which will continue to be used for provissioning and SSO but then also record their secondary email alias to capture email communications.Let me know if you require any clarification.

Forum|Forum|23 hours ago

Daniel SöderlundTop Contributor ⭐

Secondary e-mail for agentsNew Idea

It would be good for agents to have secondary e-mail as well. A customer having there SAMAccount adress as primary login in FS and primary e-mail as secondary for requesters. Customer then need 2 profiles per agents One with the primary e-mail as a requester and agent profile with the login adress. The reason is that the SAMAccount do not change, the primary e-mail can. They have implemented that in their IDP. What happens for agents is Agents can’t see tickets they have emailed in to the system. They then need assume access to see there own tickets. (Solved it using WFA with WR/API to change the requester to the agent profile in FS) Ticket will not be created on the original sender when an agent forwarded an e-mail to FS /FD. (I guess I can solve that with a WFA/RW/API in FS as well.) Converting to agent will delete all the secondary emails of this contact' message | Freshworks CommunityAllow Agents to have a multiple email addresses like requesters do | Freshworks Community Any other scenario you have seen that would simply for if agents would be have secondary e-mail ? @Roxwell @Medic1334 @mbutler @zachary.king

Forum|Forum|23 hours ago

MLCContributor

Workflow API (Temporary)New Idea

Workflow API calls are made only at runtime and are not saved!An option to burn the content within the workflow.

Forum|Forum|1 day ago

RyanF56

Workflow Event: Requested Item stage is changedNew Idea

We are using the integrated FreshService Document Signature and have a workflow with an event using Requested Item stage is changed from Requested to Fulfilled when the document is signed and attached to the ticket. The ticket is changed from Requested to Fulfilled by SYSTEM, but the event in the workflow does not recognize it. After speaking with Support, only after manually changing the fulfillment status by an Agent, the event workflow will work. Support said this is by design. We are trying to fully automate a request, and this would be extremely helpful.

Forum|Forum|1 day ago

NuzzirApprentice

Freshdesk Contact AutomationsNew Idea

I would like to automatically add a tag to a customer one I have sent the approval email. The send approval email button lives in limbo. I cant do anything with it in the API, or the automation, or even a third party software like zapier. I would like more automations based off contacts in general. You only have automations for tickets. i would like to see automations within companies and contacts. Thank you.

Forum|Forum|1 day ago

Hubert.PanszczykTop Contributor ⭐

The ability to use all placeholders in custom approval emails.New Idea

Fresh allows you to send a custom approval request email for specific workflows. However, not all placeholders work in this case. According to the support portal, only the following are supported:-Ticket fields (e.g., Subject, Priority)-Requester information-Associated asset details I spoke with Technical Support and was informed that this is the intended behavior. In addition to the placeholders listed in the documentation, Reader placeholders associated with a Custom Object will also work, but only if their value is a user lookup.In my case, I needed information from a Custom Object that is stored as plain text.I assume other users could also benefit from this enhancement, as it seems odd that all placeholders can be selected for the email body when some of them are known not to work.

Forum|Forum|1 day ago

RodSSkilled Expert

Search and sort Custom Object recordsNew Idea

We have been using Custom Objects to simplify workflows for approvals and group membership and it works really well. One thing missing, though, is the ability to search the records in a Custom Object.One example is a Custom Object that holds all our AD Groups. With over a 1000 groups it is a tedious task to navigate through the pages to find the item you’re looking for. To makes matters worse, it also not possible to sort the list of records, so I can’t even try to find based on the name as the default sort is last updated dateImplementing a search and sorting for the existing columns would make working with Custom Objects a lot easier.

Forum|Forum|1 day 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|1 day ago

deezer zone

Onstream – Easy Streaming for Movies & ShowsNew Idea

nstream is a reliable streaming platform that lets you watch movies and TV shows without hassle. It’s safe, simple, and designed for a smooth user experience. You can explore more at: https://onstreamapp.co.za

Forum|Forum|2 days 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|2 days ago

Sophie-MAApprentice

the "to do" feature is less than half-baked. Key missing components.New Idea

Unless your team is on the expensive Growth plan, and you’ve set up automations for when people are not active, then To-Do actions risk being forgotten in someone’s inbox.The following components of the service are critically needed:allow to filter tickets by “to-do reminder date” allow to set a reminder to either “myself only” or “whole group” offer a calendar view enabling to see all the to-dos, with the possibility for a manager to filter by personI’m sure users will have more use cases...It’s currently a half-baked feature that really creates high risk of going missed when the original creator is not working at the time of the reminder.

Forum|Forum|3 days ago

ajeyApprentice

Add Watcher to ticket from API or SDK in FreshService?New Idea

Is it possible to add watcher to ticket from SDK or API today? Cannot find it...

Forum|Forum|3 days ago

mheltonApprentice

Allow Excluding Specific Agent Accounts from the LeaderboardNew Idea

We have service accounts that perform actions on tickets through automated workflows. We would like the ability to exclude these service accounts from appearing on the Leaderboard, as their automated activity can skew performance metrics and rankings.

Forum|Forum|4 days ago

josh_scottContributor

Ask Freddy AI - Usage AnalyticNew Idea

Would love to be able to see the actual conversations people are having with the search box on the end user support portal. That way we could know what subjects we need better documentation for in our knowledgebase.

Forum|Forum|4 days ago

Taha WilsonApprentice

Professionell Arbetsrätt Advokatbyrå för Rådgivning och TvisterNew Idea

En erfaren arbetsrätt advokatbyrå erbjuder juridisk rådgivning inom anställningsavtal, arbetskonflikter, uppsägningar och andra frågor enligt svensk arbetsrätt.

Forum|Forum|5 days ago

victor.prataContributor

Side-Menu "Dashboard" icon looks like a question-markClosed for Voting

Users might associate it with an "About" or "FAQ" link. The icon-graphic could use a clearer symbol

Forum|Forum|5 days ago

Karen.ScottContributor

Analytics schedule optionNew Idea

Using MSP mode, I have Quarterly reports that are sent out. Due to not having an option to automate these on a Quarterly basis I have set them up Daily and just turn them on each quarter, let them run and then turn them off again. (Not ideal and I have asked if a Quarterly option will be available - still with FreshService Support).Until such time as this is an option it would be good to have an option at the right hand side of the report:to turn these on rather than having to open each report, click on Export, click on schedule report and turn on

Forum|Forum|5 days ago

marta.wesselhoffContributor

Undoing a merged ticketClosed for Voting

Often times, an agent will either be new and learning, or in a hurry, and they will accidentally merge the wrong ticket. When they realize the mistake, they need to re-open the original ticket, then copy/paste any replies back into the original as notes. This is hugely time consuming, and it would be really helpful if there was a way to reverse or undo a ticket merge after it's been completed.

Forum|Forum|6 days ago

stuartwilkieSkilled Expert

SLA Response/Resolution Notify - Internal GroupNew Idea

Add the option to notify the Assigned Internal Group and Assigned Group instead of just the Assigned Agent. This will help allow for increased visbility by a supporting team in case of leave etc. We make extensive use of Internal Groups - this would be highly useful

Forum|Forum|6 days ago

msconfig87Top Contributor ⭐

Dynamic Sections limit increase and nestingOpen : Open for Consideration

Currently dynamic sections are limited to 5 and are not allowed to be nested.We use a lot of automation in the Service Requests and recently hit the dynamic section limit of 5 for mutliple requests.Please rise the limit of dynamic sections to at least 10 Please allow us to nest dynamic sections within dynamic sections or multi drop down fields

Forum|Forum|6 days ago

Cara

Ticket List - View & Edit IconsNew Idea

It would be very beneficial for agents if the view and edit icons (within the tickets) was also in the ticket list. That way you could see which tickets were being viewed and edited by just looking at the queue and assisting other agents to not open tickets that are already being worked on.

Forum|Forum|6 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|6 days ago

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