Freshworks Ideas

8717 Ideas

Dashboard Reporting Views, Widgets alignment with Analytics Reporting.New Idea

Allow the Analytics views and options on the FreshService ‘Dashboards’, which are currently limited in capability, widgets and scope. This feature is available in FreshDesk, see example below.Simply stated. When working with Dashboards in FreshService, it would be nice to leverage the Analytics, views, options and filter choices.

Forum|Forum|13 hours 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|15 hours ago

chuntleyApprentice

Allow requesters to save progress on service catalog itemsNew Idea

It will be helpful if requesters could save their progress on service catalog item forms and come back to finish them later.In our organization, some catalog item forms (especially on the business teams side) can be longer and take more time to complete. If they enter information on a form and realize they need to get more information or come back to it later, they need to start over again. Adding this functionality will be a big time saver and improve requester satisfaction.

Forum|Forum|1 day ago

James BIKApprentice

Best Practices for Managing Customer Support in Streaming or Entertainment Apps?New Idea

Hey everyone!I’m currently helping run a content-streaming platform that offers live sports, movies, and anime via Android APKs. We’ve started to grow our user base, and support requests are increasing — mostly about login issues, app errors, and device compatibility.I’m curious how others in the entertainment or app-based industries manage their support channels. Do you prefer Freshdesk over Freshchat for mobile-first users? Any automation tips for repetitive issues? How do you deal with users on modded Android OS or low-end phones? Would love to hear your workflows, tools, or any customer success tips that work well for high-volume but low-ticket-value platforms.Thanks in advance!

Forum|Forum|1 day 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|1 day ago

MDaviesSkilled Expert

Add Workflow Automator Action - 'Add Resolution Note'New Idea

Within the Workflow Automator I think it’s time we were given an Action which allows for a Resolution Note to be added under various circumstances.This can be similar to the existing Add Note Action except of course targeting the Resolution Note field:This should also allow for Placeholders to be used when populating that Resolution Note.I realise that this is already achievable by leveraging the API in regards to the "resolution_notes" or "resolution_notes_html" fields to populate this but why, time and time again, must we quickly switch to expressions or web requests to achieve simple tasks?

Forum|Forum|1 day ago

gokhanrzApprentice

Service Request Form Calls from WorkflowsNew Idea

Some processes require multiple forms to be filled by different people in different stages. When translating this to a workflow, it always results in suboptimal solution that requires too much manual work from the agent.Instead, after a step, the workflow can send a task to a person to fill a form, result of which can be added as a child ticket to the initial ticket that triggers the workflow automation.Also, having invisible service request forms that can only be accessed by their URLs would be really good. This way, only the person, who needs to fill the form at a certain stage, can see and access it through a certain link.

Forum|Forum|2 days ago

gokhanrzApprentice

More Flexibility in Service Request FormsNew Idea

Service Request Forms have very rigid limitations.You can’t add dynamic sections for checkboxes.Dynamic Sections can’t be added under other Dynamic Sections, which make it impossible to create multi-layered forms.Max. 9 paragraph fields can be added to a form.This limitations make harder to create forms for specific user needs.Thus, it would be better if the service request forms have more flexibility.

Forum|Forum|2 days ago

CaraSkilled Expert

Workspace - Agent Specific RolesNew Idea

It would make sense if you could create Workspace specific roles. This is due to when you create a Business Agent Workspace, they already do not have access to some features but when you create roles it shows you these modules. This is confusing and should be removed when creating Agent roles for these Workspaces.

Forum|Forum|2 days ago

gokhanrzApprentice

Adding form parts to an email sent via workflowNew Idea

In Freshservice workflow, sometimes you need specific information from 3rd parties. If there would be possibility to add dropdowns or buttons to an email, which can be used as an output, it would have been great.

Forum|Forum|2 days ago

gokhanrzApprentice

Directly making changes on "Parent Ticket" via Action in WorkflowNew Idea

“Parent Ticket” can be added to the “Perform this action on” field in Action widget of Workflow Automator, so that the workflow running by a change in child ticket can make changes on the parent ticket without the need for a web request.

Forum|Forum|2 days ago

gokhanrzApprentice

Completely Customizable PortalNew Idea

In the Freshservice Portal, only the home page is customizable. We would like to have the option to be able to customize the view of the request forms, knowledge center, etc. according to company branding, and make it look more attractive for users.

Forum|Forum|2 days ago

fliptecheApprentice

Kind of resources and support are available through the aut private server codesNew Idea

Auto private server codes offer a variety of resources and support for users who utilize them to create and manage their own private game servers. These resources can greatly enhance the gaming experience and provide a supportive environment for players. Here are some of the common types of resources and support available through auto private server codes: Customization Options: Auto private server codes allow users to modify various aspects of the game, such as gameplay rules, character attributes, item drop rates, and more. This level of customization enables players to tailor the game to their preferences and create unique gameplay experiences. Community Building: Private servers built with auto server codes often foster tight-knit communities of like-minded players. These communities provide a platform for players to connect, interact, and collaborate with each other. They can share strategies, discuss game-related topics, and even organize events and tournaments specific to the private server. Technical Support: Many auto private server codes come with technical support channels where users can seek assistance in setting up and managing their private servers. This support can include troubleshooting guidance, documentation, forums, or even dedicated customer service teams. Having access to technical support ensures that users can overcome any challenges they may face and maintain a stable server environment. Updates and Enhancements: Developers of auto private server codes often release regular updates and enhancements to improve the functionality and security of the private servers. These updates may include bug fixes, performance optimizations, and additional features that enhance the overall gameplay experience. For more information Visit Now

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|3 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|3 days 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|3 days ago

kpattersonTop Contributor ⭐

non-agent Search doesn't see tickets shared to that requestor - please add this abilityNew Idea

We have teams who want to work more transparently with each other due to the nature of work on tickets they are submitting. There are often times they need to refer back to an older ticket for information that was provided. If John is out, he may need to search that information on a ticket James submitted. The team shares the tickets they create with each other for just this reason.The catch: although they can view the “shared with me” tickets, they can’t use the search feature in Freshservice to search those. It surfaces only KB content and their own tickets. Can this be changed to include also tickets shared to that requestor?

Forum|Forum|3 days ago

jens.hartmannContributor

Markdown EditorClosed for Voting

It would be really helpful to have markdown support on the Editor. It is really painful to format the solutions.

Forum|Forum|3 days ago

sbellApprentice

Format Code Inside notes and replies to ticketNew Idea

Just as the title says, we would like to be able to format or “point out” code in the text boxes for replies and public/private notes. Seems to us like an easy thing to implement and will be extremely useful to the product in general.

Forum|Forum|3 days ago

joly556Apprentice

Tips for Stress-Free Travel Planning in FloridaNew Idea

Traveling can sometimes feel overwhelming—between managing schedules, packing, and making sure everything goes smoothly. One thing that makes a big difference is reliable transportation. Having access to car rental services in Florida not only gives you the freedom to explore at your own pace but also takes away the stress of depending on public transport or ride-sharing.

Forum|Forum|3 days ago

MichaelJMTop Contributor ⭐

Related Tickets should not be DependentNew Idea

Currently, the system forces a ‘Related Ticket’ to be a ‘Child Ticket’ and the same ‘Type’ of ticket (Incident to Incident, Service Request to Service Request).Currently, when a Child Ticket is re-opened, it will force-re-open the Parent Ticket. When a Parent Ticket is Closed, it will Force Close the Child Ticket. This appears to be hardcoded functionality with no ability to change. “Related Tickets” should NOT be dependent, they should be “related” as in “linked” - e.g.:I want to be able to add links to tickets - any status, any type - to other tickets. Ideally, I’d be able to say “caused by” or “preceded by” or “caused” or “ongoing” Furthermore, it would make sense if in the “Similar Tickets”, Freddy did better at suggesting not only similar titles/Subjects, but also tickets from the same person, department, and that had the same Assets attached.

Forum|Forum|3 days ago

Andrew Wofford

Multi Select Drop Down For FreshDeskNew Idea

Currently Multi Select Drop Downs are available on FreshService but not FreshDesk. This severely limits the effectiveness of forms in FreshDesk. This is very disappointing as custom forms was one of the features we hoped to leverage by upgrading to the Pro plan.

Forum|Forum|3 days ago

DavidFurnissApprentice

Join workflow modules togetherOpen : Open for Consideration

Within a workflow I may want to take different actions based on a condition however later actions may be common regardless of result of that condition.My idea is functionality be added to allow modules (action/condition etc) within a workflow to be joined together with connectors manually.Image below demonstrates a simple example. Were I able to add the green ling the action within the red box could be deleted as it’s a duplicate of the line above.

Forum|Forum|3 days ago

cefangmanfoley

Auto Check the Box on a Bundle Service Item When Subfields are Filled OutNew Idea

We have had multiple times where a manager gets confused when filling out their new hire form (which we have set up as a bundle) because they fil out all the required fields on the item but didn’t check the box on the bundle. Then they submit the ticket, and that item isn’t included. I think if any subfield of an item is selected, the system should auto check the box for the item. See below an example, they could pick iPhone and carrier and submit, but because the little box by Cell Phone isn’t checked, it won’t be in the bundle.

Forum|Forum|4 days ago

JoramPContributor

Built-in Password Manager for Secure Credential Storage in FreshserviceNew Idea

Hello Freshservice Community,I’d like to propose the idea of integrating a built-in password manager within Freshservice. As an IT service management tool, Freshservice is already a central hub for handling incidents, service requests, and asset management. Adding a secure password manager would further enhance its capabilities by allowing teams to safely store, share, and manage passwords directly within the platform.Benefits:Secure Storage: Having a password manager integrated with Freshservice would provide a centralized and encrypted space to store sensitive credentials, reducing the need for third-party tools. Access Management: Administrators could control which team members have access to specific passwords, allowing for role-based permissions and enhanced security. Incident Resolution: When resolving incidents that involve access issues, the support team could quickly retrieve necessary credentials, improving response times. Audit and Compliance: The password manager could include an audit trail, logging access to credentials to help with compliance requirements. Ease of Use: Since teams are already working within Freshservice, having a password manager as part of the platform would reduce the number of tools users need to switch between, enhancing productivity.Proposed Features:Encrypted storage for passwords and sensitive information. Role-based access control to manage who can view, edit, or share credentials. Password sharing for secure collaboration on incidents or service requests. Audit logs for tracking access to stored credentials. Password strength checks and alerts for compromised passwords.I believe this would be a valuable addition to Freshservice, enhancing security and streamlining IT operations. Looking forward to hearing your thoughts!

Forum|Forum|5 days ago

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