Freshworks Ideas

8459 Ideas

gnairApprentice

Feature Request: Two-Way Sync for Google Admin (ChromeOS/Chromebook) AssetsNew Idea

Enable Two-Way Synchronization Between Google Admin Console and Freshservice ChromeOS Device AssetsDescription:Currently, the ChromeOS Device Discovery in Freshservice provides a one-way sync that imports Chromebook asset data from the Google Admin Console into Freshservice. This helps keep our asset inventory up to date, but limits the ability to manage and maintain Chromebook information efficiently across both systems.We are requesting that Freshservice introduce a two-way sync capability, allowing select editable fields to be pushed back from Freshservice to the Google Admin Console.Business Need / Use Case: Our team frequently updates asset information such as: Assigned user Location / department Asset tags Notes / ownership info These fields must also be kept accurate within Google Admin for proper device management, assignment, and auditing. Because the current integration is one-way, any updates made in Freshservice require manual duplication in Google Admin, increasing workload and risk of inconsistent data. A two-way sync would streamline asset lifecycle management and eliminate redundant administrative tasks. Requested Functionality: Two-way data synchronization for key Chromebook fields (e.g., user, asset ID, location, notes). Ability to configure which fields should sync bi-directionally vs. one-way. Sync scheduling options (e.g., real-time, hourly, daily). Full audit logs for changes made via sync to Google Admin. Impact:This enhancement would: Improve data consistency between Freshservice and Google Admin Reduce administrative overhead Streamline IT asset lifecycle management Improve accuracy for audits and reporting Enhance Freshservice’s value as a single source of truth for IT assets Priority: High — affects daily operational efficiency for Chromebook fleets.Optional Add-on:If direct two-way sync is not feasible short-term, an API-based “write-back” option or webhook-based update mechanism would still provide significant value.

Forum|Forum|3 hours ago

AbominableSnowminContributor

Show associated tickets/incidents on Change recordNew Idea

If an Incident is associated with a change “change causing this incident” the Incident is not displayed on the Change > Associations > Tickets caused by this change list.

Forum|Forum|9 hours ago

brian82Apprentice

Snapchat Video DownloaderNew Idea

Surprisingly stable app with clean navigation.The premium options actually add value instead of feeling unnecessary.Here’s what I used: Read More.

Forum|Forum|10 hours ago

Medic1334Top Contributor ⭐

Expand Alert reopen interval to include daysNew Idea

Hopefully a simple request. In the monitoring tools, the Alert reopen interval allows for minutes or hours. This is good for most things, however for our use case we’re experiencing unnecessary tickets due to being restricted to a 24 hour reopen interval. Use case below: We’ve setup a monitoring tool with a vendor so that when a ticket alerting us to an issue on their side, the email flows into FS via alerts so that only one person is able to work on a team, auto assignment happens, etc.When new comments are posted, the notifications all flow into the same original incident, however when the ticket is resolved on our side, a day or two later the vendor will automatically email out asking for “customer approval” on the ticket, then again a week later (at this point the emails stop). The same resource is parsed out on each (which is what alerts are grouping under) but the 24 hour restriction means I now have 3 tickets for the issue instead of 1. While training people on the team to wait to close until they render an approval is possible, I think this use case, as well as others, would merit an expansion of the criteria to be able to accept days (max 30?) Unless of course some of you have thoughts on how to get “around” this/shameless upvote plug? @mbutler @Daniel Söderlund @msconfig87 @zachary.king @DanielRuff

Forum|Forum|10 hours ago

matthew.osmanApprentice

New version is missing scroll barNew Idea

The new version that just launched is missing a scroll bar and it is causing issues. Could you please add the scroll bar back?

Forum|Forum|10 hours ago

David ErnstActive Contributor

Allow Agents to select their Email address as sender in commentsNew Idea

In general, we prefer to Default using the System address as the sender for Freshservice emails, replys and comments. However, there are situation where the Agent would prefer to have the email form a ticket or comment sent from their personal (profile) email address. An option to allow the Agent to select the sender’s (system vs the Agents) email for individual messages. Possibly default to system setting but allow user to select their profile address.

Forum|Forum|10 hours ago

vrc.WilliamActive Contributor

Improve Round Robin Ticket Distribution Accuracy & FairnessNew Idea

Freshdesk’s current Round Robin ticket distribution often results in uneven and inaccurate assignment, which creates workload imbalance across agents and adds unnecessary management overhead.In real-world usage, agents frequently end up with dramatically different ticket counts (for example: Agent A = 5 tickets, Agent B = 1 ticket, Agent C = 0 tickets), even when all agents are actively in the queue. This occurs despite automation rules and consistent queue usage.Proposed ImprovementsRound Robin distribution should account for true agent workload and participation, not just queue order. Specifically, it should track: Agents currently in the queue Number of tickets assigned to each agent per day Exclude tickets that were deleted or merged (these should not count toward distribution) Optional consideration of total active/open tickets per agent (load-based distribution) Reset daily distribution counts at midnight This would ensure assignments are fair, predictable, and aligned with actual work performed.Common Scenarios That Break Distribution Today From day-to-day support operations, these situations consistently disrupt Round Robin accuracy from my testing. Auto-generated email tickets Some systems send unavoidable automated emails (delivery failures, out-of-office replies, etc.). Even when these tickets are immediately auto-deleted via automation, they still appear to affect Round Robin distribution. After-hours ticket intake Tickets received overnight are assigned automatically to agents who remain in the queue. This is intentional to prevent missed assignments, but it skews distribution the following day since those tickets already counted toward Round Robin. Ticket merges When a new ticket is merged into an existing one (for example, when a customer replies incorrectly, creating a new ticket), the merged ticket still appears to count toward assignment totals, even though no new work was created. Queue re-entry behavior When agents leave the queue for lunch and rejoin, they appear to be placed at the “top” of the rotation, receiving the next ticket regardless of how many tickets they’ve already handled that day. Tracking daily assignment counts per agent would make Round Robin significantly more transparent and fair in these scenarios.Bonus / Advanced Options (Optional but Powerful) Load-aware distribution Prefer agents with fewer open tickets when assigning new ones. Resolution-time awareness Very short-lived tickets (e.g., opened and closed within 30–60 seconds) should optionally not count toward Round Robin distribution totals, as they don’t represent meaningful workload. Expected Benefits Fairer ticket distribution across agents Less manual intervention by managers Improved morale and perceived fairness More accurate reporting and workload balancing Better alignment with real-world support workflows

Forum|Forum|10 hours ago

AbominableSnowminContributor

Allow Role Assignment to Agents directly from the Role edit screenNew Idea

The ability to administer roll assignments for agents directly from the role editing screen would be a good convention to make managing role assignments more streamlined and consistent.When every agent has to be individually assigned roles, this invites inconsistency and misconfiguration, leading overall to more risk. Role/Permissions management should allow standardized assignment. The system would benefit from a way to assign roles in a standardized way

Forum|Forum|10 hours ago

maghedSkilled Expert

RolesNew Idea

Idea 1:Currently, roles can only be assigned directly on the agents. However it would be much better if we also could assign roles to groups so that all group members get correct roles. This would simplify maintenance and provide more integrity to access management in the system. Idea 2:Add the ability to see/review which agent has what role without needing to go in to each agent record.

Forum|Forum|10 hours ago

AbominableSnowminContributor

Allow viewing of on-call calendars by non-group membersNew Idea

On an IT team, it is often helpful for members of the team to have the ability to see on-call calendars even for groups they are not a member of. Suggest adding a permission which will allow viewing of all (or some, if possible) on-call calendars even if not a member of the assigned group.

Forum|Forum|11 hours ago

AbominableSnowminContributor

Location Management - Tabular viewNew Idea

Managing locations using the hierarchical view is very difficult when doing mass updates or a major reconciliation. It’s tedious and requires repetitive actions. Presenting the information in a tabular view which allows you to sort, filter, and initiate edits in one place would be extremely helpful. Related to this, the ability to export the entire list to CSV, perform cleanup, then re-import the list for update would be very helpful!

Forum|Forum|11 hours ago

DarenApprentice

Location: management and reporting needsNew Idea

Location management in Freshservice is still a major problem for administrators and customers. While it improved with the ability to use Locations as a Data Source field in tickets and service requests, there’s a lot of work that still needs to be done to make it not agonizing to use in practice.You cannot report on Locations in Analytics, because you can’t report on a data source field. You can report on Requester location, but not on Location itself. There’s no practical provision to close a location. If you close a location, you have two primary options: remove the location from the location list—which removes the Location field information for any Incident or SR ticket that was ever assigned there, and rendering the prospect of reporting on ticket history by Location useless; or hide the location from requesters and agents—which requires one Business Rule for Forms for the Incident form, and one ticket for each and every SR that uses Location as a field. SR BRFs cannot be cloned, so each of those rules must be created and maintained by hand. I’ve done it, and It’s a nightmare! There’s also no documented method to move a location. Say a company uses areas and regions to organize stores within a country instead of (or in addition to) states/provinces. How do you move a location from one area or region to another? If you import a new set of Locations via CSV, does it look for existing locations by name and update the existing set like it does for requesters, or will it just overwrite the current information and disassociate your existing tickets? The KB article has no information on this process. I did just discover that you can move a location by changing the Parent Location field and updating it, but this isn’t documented as far as I can tell, and it should be. Furthermore, if a company is reorganizing its locations en masse, handling this one-by-one by hand will be another nightmare: it doesn’t scale well at all.Feature requests to correct these issues:Allow reporting on data source fields, including Locations. Provide a toggle switch (or some similar function) to hide any specific location from new forms of all types, but still allow it to be visible and reportable in Analytics. Let us just… turn Locations on and off! In one place! Alternatively, provide the option to make a Location-related BRF that can be applied to all SRs. This isn’t as good as a toggle switch because we’re still then responsible for hiding locations across multiple BRFs, but it’s better than what we have now. Provide a useful, non-destructive, and documented method to batch-update existing Locations.Thank you for making such a useful product; implementing these ideas will make an overlooked-yet-critical feature vastly more useful and flexible. I appreciate your time and attention! 😊

Forum|Forum|11 hours ago

mbutlerTop Contributor ⭐

Ability to Search AlertsImplemented : Idea is live

We are just starting to use FreshService to gather alerts from several disparate applications - However, I noticed during my normal utilization that there is no way to search an alert using the bar at the top of the FreshService page. Normally, when you put a search term in there and hit enter, you are met with a second screen where you can use the bubbles to filter by the specific type of item you are attempting to filter - however, Alerts aren’t in that list.Ideally, we should have a bubble for Alerts, that would allow us to search them using the search term we have provided.Additionally, I feel like the Message and Additional Info fields should be indexed and searchable - but it appears that they are not. Making these changes will make the Alerts page a much better product that can be used in production environments.

Forum|Forum|1 day ago

joly556Apprentice

Exploring Freshdesk Integrations for Better Customer ExperienceNew Idea

I’m really interested in how Freshdesk integrations can streamline customer interactions and improve overall service quality. For example, many businesses like car rental and transport services rely on fast response times and clear communication to keep their customers happy. I’ve seen companies improve workflows by connecting Freshdesk with their booking systems, which makes the whole process smoother for both staff and clients.One great example is in the car hire industry—platforms like Purple Diamond Cars focus on reliability and customer satisfaction, and integrations like these can make customer support even more seamless.What integrations have you found most helpful in improving customer engagement?

Forum|Forum|1 day ago

rebodetContributor

Enable update of Holidays via API or ImportNew Idea

Manually updating holidays is time consuming if you have multiple Business Hours. Please enable updating Holidays via API or by importing from CSV. The current method of importing holidays is inefficient, because I have to delete 60% of the Holidays that are added (e.g., Valentine's Day, Cinco de Mayo, Mother’s Day)

Forum|Forum|1 day ago

CaraContributor

Workflow - Approval StagesNew Idea

As we have API requests for approvals so that we can have agent group approvals to individuals and is automatically updated when people come and go out of a team. You should be able to set an action (if there are multiple approvals) to check ALL approvals have been approved so set an approval chain OR even be able to reset the Approval Status to Requested or Not Requested so that it can be re-run for the next stage. Or even an action where you can set the approval to Approval Group 1 and the next to Approval Group 2, then add that as a condition you can check.

Forum|Forum|1 day ago

AbominableSnowminContributor

Freddy Insights should analyze the Knowledge Base statisticsNew Idea

The ability to query knowledge base articles using Freddy AI insights would be very helpful. Examples of queries:Articles which have not been updated since creation grouped by year Total articles by author Total solution views in the last X, grouped by category

Forum|Forum|1 day ago

anthony castanoContributor

Enhance Solutions Knowledge Base with Filtering OptionsNew Idea

To improve the usability and efficiency of our knowledge base, I propose adding advanced filtering options that allow users to filter articles based on at least the following criteria: Status: Users should be able to filter articles by their status (e.g., Draft, Published). This will help users quickly find the most relevant and up-to-date information. Author: Allowing users to filter articles by author will enable them to find content created by specific individuals, which can be particularly useful for locating expert opinions or following contributions from key team members. Benefits:Improved Search Efficiency: Users can quickly narrow down search results, saving time and increasing productivity. Enhanced User Experience: Providing more granular filtering options will make the knowledge base more user-friendly and intuitive. Better Content Management: Authors and administrators can more easily manage and track the status of their articles.

Forum|Forum|1 day ago

CaraContributor

Change Workflow - Lifecycle StageNew Idea

Can the Lifecycle Stage please be added to the workflow so we can add it as a condition to check?

Forum|Forum|1 day ago

ayoder94Apprentice

Column layout should be able to be shared on custom viewsNew Idea

When creating a custom view, the only thing that gets applied to that view are the filters. We need the ability to standardize what columns are seen within that view as well, and it needs to be the same for all agents.

Forum|Forum|1 day 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|1 day ago

gkettApprentice

Identify tickets with no time loggedClosed for Voting

Is there a way I can pull a list of tickets which do not have any time logged against them? I need a way to identify where agents may have forgotten to add their time to tasks.

Forum|Forum|1 day ago

Pankaj.chaudharyApprentice

Assign group as an owner/Reviewer to Knowledge BaseNew Idea

There should be an field to select the existing group as an owner or reviewer of the Knowledge base.This will help the Knowledge Manager to reach out to group of people, when it’s time to review the article, instead of just 1 owner,

Forum|Forum|1 day ago

CaraContributor

Tags - Change RequestsNew Idea

Why is there no option to add a tag to a Change request or Change Task. Can this please be added?

Forum|Forum|2 days ago

CaraContributor

Tags - Manually add to Tag List (Hard Code)New Idea

You should be able to manually add a tag into the Tag list so you can reference it in a workflow and for it to give a warning when someone deletes it that it is associated to a workflow and should not be deleted.

Forum|Forum|2 days ago

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