Freshworks Ideas

8453 Ideas

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|4 hours 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|6 hours 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|6 hours 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|6 hours 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|7 hours 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|7 hours 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|7 hours 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|8 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|9 hours 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|11 hours 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|11 hours 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|16 hours 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|1 day 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|1 day ago

Hubert.PanszczykTop Contributor ⭐

Holding off on adding the note until the graphics are addedNew Idea

When we create a note and want to upload an image to it, the “Add Note” button does not get blocked. This causes the image to be removed if we click the button before the upload is completed. My suggestion is either to disable the “Add Note” button until the image finishes uploading, or to queue the actions in Fresh so that images upload first and only then the system adds the note.

Forum|Forum|1 day ago

vschiaffino

Feature Request: Pasting screenshots when submitting service requestsIn progress : Included in Product Roadmap

Lots of our Freshservice users enjoy the ability to paste screenshots directly into the description field of the “Report an issue” form.However, this field type doesn’t seem to be available for service catalog items. None of the fields available to admins when creating service catalog items seem to have this functionality. We can enable attachments on the form, but that means the user needs to save their screenshot as a file before they can attach it.Please add this feature to your Freshservice roadmap if it isn’t already.

Forum|Forum|1 day ago

Medic1334Top Contributor ⭐

Supervisor execution logsNew Idea

From a troubleshooting perspective, similar to the Workflow automator execution logs, it would be nice to have some sort of supervisor rule execution log that shows all tickets a supervisor was run on. This would allow us to see if things are triggering more/as/less often than desired for a specific rule more proactively after implementation into production rather than having to wait for a user to complain about something not happening when desired OR something happens every hour (and being able to isolate if it is a specific ticket issue, or a global config issue).

Forum|Forum|2 days ago

CaraContributor

Tag List Counter - Access what it is linked toNew Idea

In the tag list, it gives you a counter of what tickets, requesters or articles that tag is used in but does not tell you which ones they are. If you click on those, it does nothing. You should be able to click on it and be taken to a list of Requesters, Articles and Workflow or Tickets that the Tag is used in so you can amend or fix or remove or update those accordingly. Similarly if you are in there you should be able to link that tag to one of them as well. Tags - Manually add to Tag List (Hard Code) | Freshworks Community

Forum|Forum|2 days ago

mbutlerTop Contributor ⭐

Code blocks in replies & private notesOpen : Open for Consideration

It is common place for us to put XML in our tickets to assist our customers - right now, the XML comes out as a text blob - we do our best to format it, but it takes extra time. We really need an editor like the one found here on the Freshworks Community. There’s no doubt that this is much easier to read<?xml version="1.0" encoding="UTF-8"?><note> <to>Tove</to> <from>Jani</from> <heading>Reminder</heading> <body>Don't forget me this weekend!</body></note>than this is<?xml version="1.0" encoding="UTF-8"?><note> <to>Tove</to> <from>Jani</from> <heading>Reminder</heading> <body>Don't forget me this weekend!</body></note>

Forum|Forum|3 days ago

fernandonjardimApprentice

Creating public calendar link for freshsalesNew Idea

Creating a Calendly feature, so I can send a public link for people to book meetings with me

Forum|Forum|3 days ago

ollyContributor

Auto save ticket notesNew Idea

Automatically save what an agent writes in public and private notes.Currently when an agent writes a note, Freshservice does not save it, so if the agent refreshes or closes the tab, what they wrote is lost.This is unintuitive, as when writing a ticket reply, Freshservice saves what they wrote, so even if they refresh or close the tab, what they wrote is saved.

Forum|Forum|3 days ago

FunkyFritterApprentice

Auto SaveNew Idea

When writing articles in the Solutions or knowledge base section of FreshService, it can be a dangerous game there is no auto save. Not sure why in 2025 there is no autosave but it sure does suck when you spend an hour working on something and lose it. You can’t even write it in a Google Doc and copy and paste because it loses the formatting. An auto-save feature should be top of the list, but the entire screen could use some modernization and formatting features.

Forum|Forum|3 days ago

henrykarterApprentice

Dragon Tiger Club: Where Classic Casino Meets Modern ExcitementNew Idea

Dragon Tiger Club: Where Classic Casino Meets Modern ExcitementThe Dragon Tiger Club has established itself as one of the most thrilling destinations for online gaming enthusiasts. Combining traditional casino elements with cutting-edge technology, it provides players with an immersive and enjoyable experience. The club is especially popular for its simplicity, speed, and fairness, making it a top choice for those seeking quick, engaging entertainment.At the heart of the platform is the legendary Dragon Tiger game, a casino favorite known for its fast-paced action. The rules are refreshingly simple—two cards are dealt, one for the Dragon and one for the Tiger, and players bet on which side will have the higher card. Each round takes only a few seconds, offering instant results and nonstop excitement. This accessibility makes Dragon Tiger perfect for both beginners and experienced players alike.One of the most attractive features of Dragon Tiger Club is its live dealer experience. With real-time video streaming, professional dealers, and interactive gameplay, players can enjoy the thrill of a real casino from the comfort of their homes. The platform’s sleek design and intuitive interface ensure that every session feels smooth and engaging.Security and transparency are cornerstones of the Dragon Tiger Club experience. The platform uses advanced encryption and fair play systems to protect player data and guarantee that every game outcome is completely random. Independent audits and strict compliance standards ensure the highest level of integrity, building trust among players worldwide.Beyond the classic Dragon Tiger table, the club offers a variety of other casino games and slot options. Each game is carefully crafted with stunning visuals, smooth mechanics, and generous payouts. Regular updates introduce fresh content, ensuring that the entertainment never stops.Dragon Tiger Club also goes the extra mile to reward its players. With exclusive bonuses, promotions, and loyalty programs, members can enjoy added value every time they play. From welcome bonuses to special tournaments, the platform keeps its community engaged and motivated.Another reason for the club’s growing popularity is its cross-platform accessibility. Whether you’re playing on a computer, smartphone, or tablet, the interface adjusts flawlessly, offering uninterrupted gameplay anytime and anywhere. The convenience of mobile access has made Dragon Tiger Club a favorite among players who enjoy gaming on the go.In conclusion, Dragon Tiger Club delivers a premium online casino experience by blending traditional gaming charm with modern technology. Its easy gameplay, live casino features, strong security, and exciting rewards make it one of the best destinations for anyone looking to enjoy authentic casino entertainment. For players seeking a trusted and exhilarating gaming experience, Dragon Tiger Club truly stands out as a leader in the online casino world.

Forum|Forum|3 days ago

fernandonjardimApprentice

Getting notification every time a lead open an email or visit a pageNew Idea

This is a very basic feature that a lot of other CRMs got it but Fresh hasn’t.It would be very helpful, if I could get a real time notification, every time a warm lead open up my email or is currently visiting a webpage, therefore I can act when the intend is there.Fresh already has the widget to add to the website, so really the only think missing is the automation to allow people to get those notifications.

Forum|Forum|3 days 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|4 days ago

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