Freshworks Ideas

8394 Ideas

Internal Notes on Solution ArticlesNot Taken : Idea will not be considered

Solution Articles should have a field to be able to add “internal notes”. This would be helpful for information on when the information was last verified, caveats to the information that is presented, etc. It would be visible in the agent-side of the knowledge but not in the portal.

Forum|Forum|3 hours ago

volcanicdoveFreshworks Product Expert

Require Service Item Fulfillment Prior to Ticket ClosureNew Idea

Hello, Currently there is no native functionality to require that a Service Item included on a ticket be set to the “Fulfilled” status prior to closing the ticket. Having this available would be helpful for ensuring Agents are properly performing asset fulfillment, and without this feature it is difficult to accurately track inventory. Ideally, it should work similarly to how you can mandate a particular field be filled out prior to changing a property on a ticket using Business Rules. Thanks

Forum|Forum|3 hours ago

DcurtContributor

Add KB/Solution Article Linking Inside Resolution NotesNew Idea

I think it would be extremely beneficial if agents could link Solution or Knowledge Base articles directly from within the Resolution Notes field. Right now, you have to open a second tab, search for the article manually, and then copy-paste the URL. That works only if you already had the article open. But if you solved the issue from memory, you still should reference the correct article for documentation, and there’s no streamlined way to do that as it stands.Even when you paste the URL into the Resolution Notes, it provides no information at all about the article.For example:https://domain.freshservice.com/a/solutions/articles/17000176771There’s no title, no context, nothing readable. The only workaround is to use “Insert Link” to manually add a name, which takes extra steps and extra time. The Problem• No easy way to tag or reference the KB/Solution used• Makes ticket audits harder• I would assume it makes it impossible for Freddy to understand which documents were relevant• Agents must paste links manually, which is inconsistent• Knowledge sharing is reduced The Proposed Solution: KB/Solution Article LinkingAdd a feature inside or directly below the Resolution Notes field that allows agents to quickly search for and attach relevant documentation. How the Feature Would WorkAgent clicks a “Link KB/Solution Article” option inside or under the Resolution Notes field. A searchable list of Solutions/KB articles appears. Agent selects the relevant article. The article link is auto-inserted into the notes with a clean, readable title, not just a raw URLThis would let agents quickly reference the exact procedure used and improve documentation quality.I feel like this would make the Resolution Notes section a true one-stop shop for everything that happened in the ticket. It would give agents a complete picture in one place, making it much easier for anyone in the future to understand how the issue was handled and what documentation was used.

Forum|Forum|4 hours ago

DcurtContributor

Resolution Note TemplateNew Idea

So right now, Freshservice requires agents to enter resolution notes, but there isn’t a built-in structure to guide what a “good” note should contain. Every technician writes notes differently, which makes it harder for teams to maintain standards and harder for Freddy to learn from well-structured examples. The Problem• Resolution notes are often inconsistent• New technicians have no guidance on what information is expected• No way to enforce structure or standardization inside the platform• Freddy’s training data is only as good as the notes we provide• Agents waste time retyping the same structure for every ticketThere’s currently no way to define a default template that appears automatically in the Resolution Notes field. The Proposed Solution: Resolution Note TemplatesAllow admins to create a simple text template that automatically loads into the Resolution Notes field the moment an agent opens that field to add notes. How the Feature Would Work1. Admin sets the default template under settings for their workspace2. When an agent clicks “Add Resolution Notes,” the field opens pre-filled3. Agent fills in the details instead of starting from a blank box Future enhancements could include:• Templates specific to agent groups or teams• Multiple templates selectable per ticket type

Forum|Forum|7 hours ago

CaraContributor

Software / Hardware - Inventory Only / BundleNew Idea

You should be able to add the software to the Portal not as a Service Item to then bundle but be able to add it as a Data Source to a form. That way you do not have the issue of having to hide an option the portal so that you do not have to bundle the Service Item and then manually hide an option on the portal and worry about people searching for it so you then have to hide the button for them to purchase with nothing selected. Same for the Hardware. You should be able to have a hardware inventory where you can classify what the type is and the details of that item is able to be clicked on and selected to find out more details about it before selecting to purchase it. You should be able to go into a section of the portal and add things to cart to purchase on one form. So able to search a catalogue and select various items to add so that all the fields are visible. Rather than a bundled form at the bottom.

Forum|Forum|7 hours 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|14 hours ago

Joshua.LawrenceTop Contributor ⭐

Bulk Update ModernisationNew Idea

Current Challenges with Bulk UpdatesLimited ticket selection: Freshservice currently restricts bulk updates to 30 tickets at a time, which slows down large-scale changes. Private Updates: Unable to add private updates to tickets via bulk update tool, which is difficult for admins to manage large numbers of tickets without using a workflow tool. Bulk Updates in Change Requests: Having the ability to bulk update change requests is also only possible via workflow tool but doesn't allow for dynamic questioning or notes. Mandatory fields frustration: Users often need to export, reformat, and re-upload data for fields they don’t intend to modify, leading to inefficiency and errors. Rigid workflows: Existing options (Bulk Action, Scenario Automation, Supervisor Rules, Scheduled Workflows) lack flexibility for dynamic conditions and large datasets. Modernisation Ideas 1. Dynamic Field HandlingAllow users to skip mandatory fields if they are not being changed. Introduce smart validation that only checks modified fields, reducing unnecessary errors.2. Enhanced UI/UXReplace the current pop-up with a multi-step wizard: Step 1: Select records. Step 2: Choose fields to update. Step 3: Preview changes before applying. Add inline error handling and real-time feedback for formats (e.g., date fields).3. Scheduled & Conditional UpdatesIntroduce conditional bulk updates (e.g., “Update all tickets older than 30 days with status = Pending”). Allow scheduled execution during off-peak hours to minimise impact.4. AI-Assisted UpdatesUse AI to suggest field values based on historical patterns. Implement predictive checks for common errors (e.g., incorrect date formats).5. Improved Asset & Service UpdatesEnable nested field updates and bulk clearing of values without re-uploading CSV files. Support dynamic filtering so only relevant fields appear for selected asset types.

Forum|Forum|22 hours ago

CaraContributor

Business Rules - Ability to export for Auditing or SearchNew Idea

It would be good if you could Export more in Freshservice for Auditing purposes. Or even be able to search the business rules to find a specific field if you are uncertain which rule is causing problems with a form. Would also be beneficial for these rules to also record against the Service Item it is attached to within the Service Item as a left hand menu option. Then you should be able to click a preview button to see how it will look on the portal.

Forum|Forum|1 day ago

siksniusApprentice

Tracking Information integrationClosed for Voting

Looking to be able to integrate FedEx (or other carriers) tracking information directly into Freshdesk. Currently we just do "cut & paste" but if there is a way to somehow import and associate via email the tracking information, that would be a neat feature.

Forum|Forum|1 day ago

MDaviesSkilled Expert

Automatically add Agents to Agent Groups and Agent RolesNew Idea

I think it would be very nice, particularly for larger organisations or MSP’s, to be able to automatically add Agents to Agent Roles and Agent Groups based on various criteria, similar to how Requester Groups currently function: This can helpfully work in tandem with automated provisioning of accounts so that Administrators, once having added the various criteria to the appropriate Agent Roles/Groups, barely need lift a finger after that point.

Forum|Forum|1 day ago

CaraContributor

Inventory / Columns - Filter OptionsNew Idea

When you add a column, you should then be able to click on that column and have the option to choose out of those visible in that column as to which can be viewed. For example, if you added Source to your columns and wanted to only see SCCM Probe or User or Workflow or a choice of more than one - like excel, you should be able to tick which options you want visible in your criteria for that column. The search functionality in Freshservice is not very user friendly and does not allow you to conduct a thorough search. Often you have to export into a CSV and then work outside of Freshservice in order to gather the information that you need.

Forum|Forum|1 day ago

STCUAdamkApprentice

Modify default filters in Inventory ViewNew Idea

With the ability to create and save custom column views in the Inventory Module in FreshService, it would be awesome to have the same ability to modify the ‘Filter’ view as well. As it sits, the Filter area is more or less static and for our use case, many of the ‘default’ values (like Managed By, Impact, Created Source, etc...) are not relevant whereas the values captured under ‘More’ might be. If you could create a view that allowed you set the visible Filters / the order of the filters (like the column view) it would allow you to create more dynamic and easily managed inventory views.

Forum|Forum|1 day ago

CaraContributor

Inventory / Services - Search / FilterNew Idea

It does not appear, in inventory & services you have either:Search when you have anything in the filter section. The search bar disappears and you can no longer narrow down your search but have to scroll through the supplied list. There is also no free text field to search in the filter section either. Why is there no filter in the Services screen, you should be able to Filter based on the various options available so it only shows (for example) Operational Services, Services Managed by particular teams or people...

Forum|Forum|1 day ago

CaraContributor

Custom Objects - Re-OrderNew Idea

Ability to Re-Order the Custom Objects. We have an Agent Groups Custom Object (as there is no Agent Group Data Source so this was our workaround). However, when they were imported, it was imported A first but this means that A is at the bottom of the list as opposed to the top so now everything is in reverse order with no way or reversing the order. The ability to either arrange it alphabetical and/or to manually move the items (like you can in order modules) would be very beneficial. At this stage I will have to delete everything and reverse the order then re-import in order to get it round the right way.

Forum|Forum|1 day ago

Mill-WDCApprentice

Copy Assigned Group and Categories from Parent to ChildNew Idea

It would be very useful it the parent ticket updated the child with categories and assigned group.

Forum|Forum|1 day ago

Jay.Yeager

Folder Creation within FreshDesk AnalyticsIn progress : Included in Product Roadmap

While the new Analytics update (April 2024) provides a way to favorite reports to allow for ease of finding them. We would love to see an editable folder/category ability within FreshDesk from an admin level. The goal would be to categorize the reports based on customer needs.Using our configuration we would look to create categories by team (Content, Implementation, Support & TAM) and then by function/frequency.

Forum|Forum|1 day ago

Jerome.HaynesSkilled Expert

Ability to create folders for reports in analyticsIn progress : Included in Product Roadmap

Hi,The default folders in analytics are not enough if you have a lot of custom reports. The ability to create custom folders to add to this list would help tidy this up and make your reports if you have a large volume quick and easy to locateThanks

Forum|Forum|1 day ago

Karel_VlčekTop Contributor ⭐

Next level for Service Catalog - import / export itemsNew Idea

Hi,I have got an idea: Let’s make catalog items import/export able with bulk or mass operations ofcourse.- Imagine you have catalog full of 1000 items, but you have found that there is mistake in the one field you have in every item. In the current state you have to click every item and fix it. But with export into xml, you can fix it with script in all items at once. 100 hours saved! 🎉🎉🎉🎉- Imagine you have fresh freshdesk with empty catalog and you need item for this and that. But hey, there is a community forum and somebody already did it! X hours saved! 🎉🎉🎉🎉- Imagine you have completed catalog in English but you are multi country company and you need translations to local languages because you are in automotive. But hey you can export items in English, put them into translator and import them in language you need. Lots of hour saved! 🎉🎉🎉🎉Save time and make the helpdesk useful for agents too :)BR.Karel

Forum|Forum|1 day ago

CaraContributor

Tickets / Tasks - Delete / Close BothNew Idea

When you either delete or close off a ticket (INC or SR), it should then ask you if you want to close off any associated tasks or linked tickets. Otherwise, when the ticket is closed - the related tasks cannot be deleted unless the ticket is undeleted and re-opened. But also, the related tasks are still left open when the ticket it was connected to is no longer active. We have it so that when all tasks are completed that it will close off the ticket but if a customer calls to cancel a ticket - we should be able to close off the whole workflow in one hit.

Forum|Forum|1 day ago

CaraContributor

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

AmalinaQApprentice

Mandate Asset field based on Asset StateNew Idea

I would like to request a feature that allow us to mandate certain field in Asset module when asset state is set to certain value. It caused incomplete data record and improper asset tracking. Due to our business operation, we have more than 10 site office. Thus, i need every asset assigned with a site office detail when asset is set to “In Use”Currently the Asset module doesn’t provide any way to enforce required fields. Unlike the ticket, change or service item that we can configure through business rule. This creates issues where assets move from one state to another, but important fields are left blank because there’s no validation.For example, when an asset moves to “In Use,” we may want to require “Assigned To,” “Location,” or other key fields — but we can’t enforce this today.Adding conditional mandatory fields would help: Improve data accuracy and completeness Ensure proper asset tracking throughout the lifecycle Reduce manual follow-up and errors This would be extremely useful for us who rely heavily on asset data to ensure accurate tracking.

Forum|Forum|2 days ago

AmalinaQApprentice

Search button for Custom ObjectNew Idea

I am maintaining a master of my application using custom object. I have about 20+ object fields with 500+ records in my custom object. Depends on business change, we need to update the custom object, and it might involve only few records. Right now, the only way to find a specific record is to export the entire list, search for it in Excel, and then re-import the file if we need to make changes. This is risky because it can accidentally modify other records during import, and the whole process is slow and inefficient.It would be really helpful if we can have a search button to search for specific record instead exporting the whole list or scrolling few pages just to perform 1 update.A simple search function would: Prevent accidental data changes Save a lot of time Make updates much safer and easier Improve the overall user experience This feels like a basic feature that would greatly help anyone managing Custom Objects.Thanks for considering this request!

Forum|Forum|2 days ago

RobCrossTop Contributor ⭐

Solutions - Advanced PermissionsNew Idea

Please can FreshDesk be enhanced to allow us greater control over the permissions of solution articles.As mentioned on this I need to be able to specify that only employees can have access to a certain set of articles, That is a mix of contacts linked to a company, agents, and collaborators. It seems I can only select one group of user personas.

Forum|Forum|2 days ago

Jessica MellContributor

Ability to Designate a "Default" Ticket View at the Agent LevelOpen : Open for Consideration

As an agent it would be great if we could add filters to a ticket view to our own specifications and then set that ticket view as the “Default” view we see when signing into freshservice.

Forum|Forum|3 days ago

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