Freshworks Ideas

8746 Ideas

bfishActive Contributor

Workflow Automator logic pathwaysOpen : Open for Consideration

This is the first time this has been suggested. The workflow automator has been available for how long now and we still don’t have the most basic ability to “redirect” a workflow to another part of the workflow. Instead, you have to make a copy of every node, rename each node (if you don’t like “copy of”) and then hope you never have to update the workflow because update to a node will have to be replicated in each branch.My most recent workflow automation, I have 4 branches to handle the manager approval step:Requested for/by a VIP Submitted for a user by their manager Manager not found Manager foundAfter the manager approval step, each branch has the identical 10 nodes (40 total), meaning I have 30 extra nodes to test and maintain. Why can’t we get a simple “go here” action? Or a “Go” step and a “target” step. Put some sort of limit on the number of times the target can be passed through to avoid endless loops…Endless node copies

Forum|Forum|1 hour ago

mbutlerTop Contributor ⭐

Attention to Tasks NeededOpen : Open for Consideration

I believe that FreshService is missing a huge opportunity when it comes to the way tasks are handled. We just rolled out FS and I was hoping to use tasks in order to structure clearly defined processes within our organization. The idea is that a SR would be submitted and tasks created for groups that had work to do in order to fulfill the SR.The problem?Tasks are not working that well in FS. I see three different problems that require some solutions and improvements in order to make this function the way most people would expect it to work.No unique task URL. Since I’m assigning tasks to a group and not an individual, it takes multiple clicks for a user to see any upcoming tasks. (My Work → Tasks → My Group Tasks → Upcoming). If there was a unique URL, the URL could just be bookmarked. We tested this, but that doesn’t work. There is no UI notification when a new task is assigned. Like incidents, it should be easy to put a red bubble notification with the quantity of tasks assigned - as I mentioned previously, there is no UI notification that a task is assigned - you have to rely on the email and that is easily missed. Lastly, I have been looking for a solution - it seems that for years, people have been begging to get the tasks updated, so I’m not very hopeful that this request or any other will benefit the community. I think tasks could be used very powerfully for organizations where a ticket doesn’t need to bounce around, but instead just one ticket could remain open while groups complete their tasksI hope to see FreshService put some effort into the tasks - as I mentioned previously, they could be very powerful to organizations that don’t want to unnecessarily open child tickets to accomplish a task. The days of moving a ticket from group to group should be over - that’s a slow way to handle customer service when multiple groups need to be involved. Tasks are the future; we just need to treat them that way.

Forum|Forum|1 hour ago

mmccoySkilled Expert

Stages Are missing From WorkflowsOpen : Open for Consideration

We have no way to change a stage on a service request via a workflow. We should be able to fulfil, partially fulfill and close a stage via automation.

Forum|Forum|1 hour ago

kpattersonTop Contributor ⭐

Add bulk-updating of Requestor accountsNew Idea

We’ve added several custom fields to Requestor records to support how our business works. Each time this occurs it’s very painful in the short-term as we need to manually update the roughly 500 Requestor records individually (thankfully a smallish company!) where a bulk option option could speed this process up significantly!(The new fields are not included in Entra so no way to sync them from there even if custom fields from Entra were supported.)

Forum|Forum|4 hours ago

KrisCSkilled Expert

Workflow AutomatorOpen : Open for Consideration

Hello FS devs, Another idea with the workflow automator. It would be nice on conditional nodes to be able to move the next action connection. Lets say I have a very detailed automation, with main steps and sub steps following. I need each main step to complete regardless of a previous substep failing. An Example: Creating a user account in Google, I have the workflow check to see if there is already an account, if so the workflow stops. If not then proceed with creating the account. Right now I have to split the workflow among different workflows because of this. Basically I would like to see the ability to route the conditional yes/no to a later step (bypassing some if they are not needed) Here is a picture of an example: I can do this now but I have to repeat nodes over and over to achieve this making the automation very cluttered and redundant.

Forum|Forum|6 hours ago

OG Bobby JohnsonSkilled Expert

Placeholder within Approval Group NameNew Idea

We have a serious need for the ability to use placeholders within the action node for adding a name for the approval groups. Without this, we are having to run additional API requests; 1x to GET the approval groups, 2x to GET 2 different custom objects, and another to PUT or POST either creating the approval group or update the approval group. This would be a huge performance saving feature.

Forum|Forum|6 hours ago

NuzzirApprentice

Please add more options to customize viewsNew Idea

I would love to customize my ticket list views further than what is currently offered. I don't like having contact names as the first column option. I would like all fields to be optional and customizable. i would also like color coding for rows. I would also like to adjust the size of the columns. More things like that. Thank you.

Forum|Forum|20 hours ago

Chris SherlockSkilled Expert

Loan equipment via barcodeNew Idea

Currently you can add or view an asset via a barcode. What we would like is to use the barcode to loan out the device. The scenario we envision is to take out our iPhone or Android and scan in a bar code which will bring up a loan request for the device. From here we enter the from and to date/times and the person who has been loaned the laptop, submit this and logs a loan request in the system with the status of delivered.When the device is returned, we scan in the bar code and confirm it has been returned.

Forum|Forum|23 hours ago

Claire Leroy-PapaApprentice

Option to sort the ticket fields based on the "is not" conditionImplemented : Idea is live

Hello, We would like to be able to sort tickets by excluding one value instead of listing all the other values. To take an example, if I want to search for tickets with every status except “waiting on customer”, I can’t. At present, I can only search tickets with all the other status, which is unpractical.Would it be possible to implement this feature ? Best regards,Claire Leroy-Papa.

Forum|Forum|1 day ago

GregSesmApprentice

Delta between SLA/Due Date and Current DateNew Idea

HiIn Analytics, coudl you add a field which calculates the difference between today and SLA date (positive or negative)Allow to color this field depedning on the value (example : from 9999 to 3 = green, from 3 to 1 = yellow, from 1 to 0 = orange, frome 0 to -10 = red, from -10 to -9999 = black)This field allows us to be more efficient and better in our communication

Forum|Forum|1 day ago

Medic1334Top Contributor ⭐

Better ticket redirection when in restricted groupsNew Idea

Recently dealt with a couple issues from a user who is trying to access a ticket that was routed to a restricted group. This user is an agent.If the user tries to access the ticket via the email that was sent on creation it (we are using {{ticket.url}} in the email) it routes them to the agent page, then they get a toast notification that they are not allowed to see the ticket and to view it in the support portal. If the user doesnt notice this popup or interact with it in time they can end up confused/with a poor experience.From a UX perspective, it would be nice that if the error with visiblity is experienced, it tries to route the user into the support portal to view the ticket and THEN if the user cant access it for some reason, a message is displayed. For now, I’m stuck replying to tickets and telling users to view them via the support portal.How are the rest of you handling this in the meantime? Any other protips? @mbutler @DanielRuff @Daniel Söderlund

Forum|Forum|1 day ago

ammon.nelsonSkilled Expert

service bot on multi-tenant accountNew Idea

We have multiple tenants under one main account. Is it possible for me to select or change which tenant I want the ticket created in?

Forum|Forum|2 days ago

nihsaagContributor

Add Built-In Calculator & Learning Tools for Better Training ExperienceNew Idea

Training becomes more effective when users can apply concepts instantly. Integrating simple learning tools like an interactive calculator (similar to https://ti84calculatoronline.org/) within Fresh works products could help users test formulas, metrics, or logic in real time. This would bridge the gap between training and real-world usage, improving understanding, confidence, and long-term adoption.

Forum|Forum|2 days ago

todd_11602Contributor

Emergency and/or after hours ticket notificationsClosed for Voting

We are moving from our own helpdesk system to Freshdesk and so far we are enjoying it.One thing that's a huge deal for us in our existing help desk is the ability to allow a customer to determine if the ticket is an emergency or urgent, especially after our normal support hours.Basically our support hours are Mon-Fri 9-5 for all issues.Outside our normal hours, the customer can still submit a ticket and it will be answered during normal business hours.Here is the important part: If it's after normal hours, and they submit a ticket with a status of "Emergency" then we have our helpdesk send an email to a special email address that makes SMS and other alerts go off on the techs phone and wakes them up.Is there any way in Freshdesk to allow the customer to submit an urgent ticket after hours and have Freshdesk send the agent alert to a different email address or an additional email address?Thanks in advance for any help you can provide.

Forum|Forum|2 days ago

CaraSkilled Expert

Right Panel - Wrap TextNew Idea

Why is it when fields are in the agent view, it does not wrap the whole text and only way to see the whole thing is to hover over the field for the tooltip to appear. Can this be changed so that we can see the whole field information?

Forum|Forum|2 days ago

CaraSkilled Expert

Service Item - Requester Screen & Agent ScreenNew Idea

It would be highly beneficial that in Service Items there was the option to have a Requester screen and then a Agent screen. That way the fields the agent needs to complete would then show up on the right hand side and the Service Item does not need to be edited in order to have fields updated or have the fields added the the Field Manager screen in order to ensure they show up with business rules hiding and only showing based on the Service Item.

Forum|Forum|2 days ago

Smart Play APKApprentice

Multi-Channel CSAT Feedback for Content Platforms & PodcastsNew Idea

Content platforms and tech podcasts receive feedback frommultiple channels such as websites, apps, and communities.A unified CSAT feedback loop inside Freshdesk would helpcreators and support teams analyze user satisfactionmore effectively.We tested a similar feedback workflow on our platform:https://www.smartsplay.com/This approach helped improve response trackingand engagement insights.

Forum|Forum|2 days ago

Mahdi.abuhaitContributor

Feature Request: Add “Observations” Section to TicketsNew Idea

Dear Freshservice Team,I would like to submit a feature request to enhance ticket handling efficiency within the platform.We propose adding a dedicated “Observations” section within every ticket, allowing agents to document key findings, actions taken, and important notes in a structured and easily accessible way.Purpose and Benefits:Reduce time spent reviewing full internal and external ticket conversations Provide a quick summary of investigation progress and actions taken Improve visibility of ticket status for agents handling follow-ups Enhance shift handovers and team collaboration Increase overall efficiency in ticket resolution and response timeSuggested Functionality:A clearly visible “Observations” tab or panel within each ticket Ability for agents to add timestamped notes after each action or investigation step A structured format for quick summaries of progress Easy access during ticket follow-up without scrolling through entire conversation historyThis feature would significantly improve operational efficiency and agent productivity, especially in high-volume support environments.Thank you for considering this request.

Forum|Forum|3 days ago

ByteCanvasApprentice

Add bulk export option for ticket reportsNew Idea

It would be helpful to have a bulk export feature for reports and tickets. Currently exporting one by one takes time. A bulk export option (CSV/Excel) would improve productivity and save effort for teams handling large datasets.✅ I tested this issue on my website and attached an example link for reference.

Forum|Forum|4 days 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|4 days ago

Jessica MellContributor

Show Solution Description in Search ResultsNew Idea

It would be helpful to end users if the description field on articles would show underneath the article title both in the search results list and while browsing the folders within Solution categories. Particularly helpful for an “Article from an External URL” where it just kicks the user to another website immediately when they click. We use Solutions enterprise-wide for all business departments, not just IT. We have a lot of external links we reference so that employees can easily access them from the self-help search. It can be difficult to know what that website really is with only a title and no description.

Forum|Forum|5 days 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|6 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|7 days ago

CaraSkilled Expert

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 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|7 days ago

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