Freshworks Ideas

8558 Ideas

Open PDF Attachments in Browser tab (not download)New Idea

Please implement the ability to open PDF attachments in a new browser tab instead of downloading them. This is a pretty big inconvenience to have it download instead opening it in a tab. Further, this presents accessibility issues as the method for opening such attachments should be under the user’s control, based on their selected browser settings. I am quite surprised that opening PDFs in the browser is not supported by Freshdesk! Is this on the roadmap?

Forum|Forum|37 minutes ago

JanFlorianApprentice

Search and find tickets by email domainNew Idea

When I search for an email domain, e.g. @mycustomer.com, then I would expect that FreshDesk returns ALL emails that were sent or received from anyone with the email address @mycustomer.com. This is especially important for larger customers, where multiple people email us. Instead, only some emails are returned. So, it seems like the search is working, however it's omitting many tickets. Only when I click an existing user from that domain and then click on the "Tickets" tab do I see all the tickets - but only for that one user.This is confusing at best and misleading - I don't always know how many tickets there are. This should really be addressed.

Forum|Forum|2 hours ago

TrumapkApprentice

Download the latest APK and games for free.New Idea

Download the latest APK and games for free at trumapk.com, your trusted source for fast, safe, and updated Android apps and games. Here you can find premium apps, popular games, and useful applications in one place, with easy downloads and regular updates for the best user experience.

Forum|Forum|7 hours ago

rebodetContributor

Report on Agent Availability in FreshserviceNew Idea

Please add the ability to report on an Agent’s availability for round robin assignment Customer is concerned that an agent may mark themself as unavailable, but the only way to know is if you actively monitor the “Agent Availablility” widget on the Dashboard. From the customer:Letting agents manage their own status would reduce the admin burden, but without visibility it’s often forgotten or misused. Agents may remove themselves when they feel they have enough tickets or fail to re-add themselves promptly. Without reporting, it’s difficult to hold anyone accountable.

Forum|Forum|1 day ago

Rich DowneyApprentice

A few ideas for the service catalog.New Idea

The description field at the top of the page - Have this opened by default. With the fact you cannot add images to a content field, I have some information with images and then have to note in the content field to look in the description area. Be able to add images to Content fields - Having images in the content so we can add images to be able to explain things to users. Service Catalog item listing - Being able to change how the list of service catalog items are listed, maybe change to two column’s. The main reason is how limited this area is for text. I have had to rethink some of the word of some to get it down to enough characters so it is not truncated. Edit or disable popular items - I would rather disable to popular items and let users see the full list when they load the page.

Forum|Forum|1 day ago

Rich DowneyApprentice

Ability to force a Journey phase for testingNew Idea

A quick thought. when creating A Journey, it would be nice to force a phase to test it, vs waiting the set time for each phase to start or, cloning the Journey and changing the times to have it run faster.

Forum|Forum|1 day ago

Rich DowneyApprentice

Ability to send Tasks vs emails in journeys to non-stakeholdersNew Idea

When creating an activity, it would be very helpful to have the ability to assign a task to someone who is not listed as a stakeholder on the journey. Ideally, tasks could be assigned to agents or other internal users, not just individuals included in the initiator form.In our organization, during onboarding and offboarding processes, there are team members outside of IT who are responsible for creating or deleting accounts. At the moment, we use activities to send email notifications to these individuals. The challenge is that there is no built-in follow-up, and we have no visibility into whether the request was actually completed.If we were able to assign a task instead of sending an email, it would allow us to: Ensure continued reminders are sent until the task is marked complete. Maintain a clear record confirming the task was completed. This enhancement would significantly improve accountability and tracking across departments.thanks

Forum|Forum|1 day ago

Karen.ScottContributor

Scheduler - Just a long listNew Idea

Suggestion is to allow proper organisation of the scheduler rather than having a long list.e.g. I have a scheduler to raise a ticket for Licence renewals and also Business Review Meetings with customers (Use MSP mode). If I add a new schedule it just goes to the bottom of the list which is now sitting at almost 50 items to be scheduled. Suggestion is to allow the items to go into Alphabetical order or allow filters so each schedule can be easily found rather than just continually scrolling to the bottom .

Forum|Forum|1 day ago

CaraSkilled Expert

Bundling - At least one has to be selectedNew Idea

At the moment you can bundle an item into another item and then mark it as mandatory. It would be very useful if you could say one of them has to be completed. Not that all of them are mandatory but that at least one has to be selected and completed in order to proceed. Instead of creating a separate drop down with the item names and saying only show the bundled item if in this drop down it is selected and then mark that form as mandatory.

Forum|Forum|2 days ago

CaraSkilled Expert

Admin Roles - PermissionsNew Idea

Stop the admin roles from showing up in the Agent Permissions when you are granting access and separate these into different sections in the permissions so it is clear what type of access is being granted and from where. The Account-Wide Permissions should be similar to the Roles and also ask what workspace or if for account wide but be changed to admin access. I do not understand if when creating the roles they are separate but then when granting them they are together. It makes it silly to administrate and relies solely on the logic of naming the roles at the end Agent of Admin to keep track of which is which.

Forum|Forum|2 days ago

LeadsflexApprentice

Improving CRM + Automation Insights with GoHighLevel in Service WorkflowsNew Idea

Hi everyone,I’m working with multiple service teams on CRM and workflow automation, and wanted to share some technical insights from my experience with GoHighLevel Automation & CRM that may benefit others here.1. Unified Automation Logic Improves ReliabilityWhen building automations across lead capture, follow-up, pipeline movement, and revenue tracking, keeping your logic inside one platform (rather than splitting it across multiple connectors) significantly reduces failure points. Consistent identifiers (like standardized email and phone fields) help ensure triggers fire reliably.2. Explicit Workflow Transitions MatterIn complex service workflows, implicit transitions often behave differently under high load or after changes. Wherever possible, explicitly define status changes, ownership assignments, and trigger conditions in your automation logic rather than relying on inferred behavior. This makes testing and validation more predictable.3. Validate With Real Data ScenariosTesting with synthetic or “happy path” data seldom reveals edge cases. Build test cases that mirror real user behavior — incomplete records, duplicate submissions, or rapid repeated actions — before deploying automations live.4. Keep Rule Logic Simple Before ScalingHeavy branching logic and conditional rules increase maintenance overhead and risk unknown side effects during platform updates. If a rule doesn’t directly support a clear outcome (e.g., conversion, retention, hand-off), consider deferring it until there’s measurable value.I’ve applied these principles at leadsflex while optimizing automated CRM processes, and it has noticeably improved lead responsiveness and pipeline accuracy. Looking forward to hearing how others are handling similar challenges with Freshworks tools.

Forum|Forum|2 days ago

CaraSkilled Expert

System Language Settings - English (Australian)New Idea

Unfortunately, it does not appear there is a way to change the Language (system-wide) to English (Australian). There is one English and it appears to default to American English. We would like the ability to change this as we do not use the spelling Catalog but rather the correct spelling of Catalogue. Can this please be added to be able to change to Australian English so that it caters the country it is being used in?

Forum|Forum|2 days ago

reappear7802Apprentice

Widget filter rank order (group by)New Idea

Hi, we would like to create a report that shows the total tickets by category/sub-category/average resolution time in Bhrs ranked by top 10. Right now, I can only run a ranked report by either category or sub-category but not by category and sub-category (widget filter rank order). I heard on January’s Freshworks Analytics presentation that this feature can be implemented if requested, we are interested in having this implemented. Please let us know what we need to do to have this implemented. ThanksJorge Torresjorgetorres@sanmar.com

Forum|Forum|3 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|3 days ago

mbackwater42Top Contributor ⭐

Add Projects module to WorkflowsNew Idea

We have several Workflows set up to send reminders to Agents to work on Tickets. We’d like to do the same for Project Tasks, but the Projects module isn’t available in the Workflows. Please add this functionality. Thanks!

Forum|Forum|3 days ago

joshvengleySkilled Expert

First Acknowledged by Analytics tracking - IdeaNew Idea

Will Freshservice provide any ability to track analytics for the First Acknowledged by so we can include this in monthly/quarterly reports? We would love to be able to track time to acknowledge as well as get an average like what is currently available for the First Response. This metric would be a great help in providing data for the acknowledgement of tickets and the elapsed time of the entry of the first public reply.Thank you.

Forum|Forum|3 days ago

Jessica MellContributor

Unpublished Status for Solution Articles - For Past Review Date and Archived ArticlesNew Idea

We are having a hard time managing one “Draft” bucket for solution articles. It is not possible to determine the true state of draft articles - whether they are actively being worked on for future publication vs. which articles were put automatically in Draft status because they are past their review date. We would like to see another status category of Unpublished where articles past their review date automatically go. Authors would also be able to choose Unpublished as the status for any articles that they want to temporarily or permenantly “archive” and make unsearchable.

Forum|Forum|3 days ago

JBNApprentice

Approver groupsNew Idea

Whenever a service request requires an additional layer of approval, having predefined approver groups would be immensely beneficial.As a temporary workaround, we are currently using requester groups that we label with a specific prefix.However, for the sake of clarity, structure, and long‑term maintainability, dedicated approver groups would be a far more elegant and effective solution.

Forum|Forum|3 days ago

b.tomovCommunity Debut

PICK UP button inside a ticket - great improvement !!!Open : Open for Consideration

When an agent goes in the ticket they need to click on Agent and type their name so the ticket could be assigned to them. How about a button like PICK UP. The same that we have when we mark the ticket in the Common view and just add thet PICK UP button in the ticket it self. This would really improve the Agent’s experience !

Forum|Forum|3 days ago

Kyla GardnerApprentice

Enhancement Idea: Shared Services for Incidents and Status PageNew Idea

An enhancement that would significantly improve incident communication is the ability to use a shared service model across Incidents, Major Incidents, and the Status Page. We’re looking for a way to better align how services are defined and used across Incidents, Major Incidents, and the Status Page in Freshservice. Today, services defined for incident impact and major incident workflows are not linkable to Status Page services, requiring teams to manually recreate and maintain separate service lists. This prevents incident impact (e.g., a critical platform like Kubernetes going down) from automatically triggering major incidents and updating the Status Page with the correct impacted services. Enhancing this feature to support a shared service model would improve ITSM workflows by enabling automated incident impact communications, reducing manual maintenance, and ensuring consistent service visibility across incident management and customer-facing status updates.

Forum|Forum|4 days ago

CaraSkilled Expert

Wild Card SearchNew Idea

It appears there is no available option to wildcard search and simply requires the customer to know what they are looking for. This is not ideal as our customer often do not know what to look for and without a list or guidance we will get complaints from our client base as this is currently a functionality in our previous ITSM tool and will be what they are expecting.You can't use *, %, etc. to search and relies on you knowing the exact information that you're looking for. This is a basic feature that is available in a lot of ITSM tools and would make searchability infinitely easier and better for customer experience. Can this please be looked into with urgency? It appears this issue was raised 9 years ago but has not been addressed and the ticket has been closed:Wildcard Searching | Freshworks CommunityAnd again 6 years ago but again closed:Advanced Global Search and Asset View Search for Assets | Freshworks Community

Forum|Forum|4 days ago

CodyRApprentice

Global Default OLA Bypass for TasksNew Idea

Would be useful to have either a method of bypassing the default OLA for tasks through workflows or have the ability to turn off default OLA’s at a workspace level.Currently any custom OLA enabled in any workspace will turn on the default OLA in the global space, as a result if any custom OLA is active it is impossible to set a due date trough workflows for tasks in any workspace including using the API as it gets over written by the global default OLA.

Forum|Forum|4 days ago

ScooterApprentice

Agent Re-Assigned ReportNew Idea

I am interested in a report that breaks down the number of tickets that are assigned to a specific agent and are then are re-assigned to a different agent and/or group. The purpose of this is potential training needs for the original agent or there needs to be better explanation on the reason why it has been re-assigned.There is a report that shows the movement of a ticket from one agent to another but it is too general and doesn’t fit the brief above. From conversations with Freshdesk direct this report isn’t possible yet. Would this be something that other would find beneficial?

Forum|Forum|4 days ago

CaraSkilled Expert

On-boarding & Off-Boarding & Journeys - Support PortalNew Idea

If you have the On-Boarding, Off-Boarding and Journeys’ Disabled in the Agent Portal, it should be disabled from being visible on the Support Portal: This is just confusing for the customer and messy, if it is not being used it should be hidden. We have the tiles themselves not visible but you do not have the option to hide the above.

Forum|Forum|5 days ago

bfilipekCommunity Debut

Pending enhancementNew Idea

I would like to see the ability to put a ticket in pending BUT for someone who is CCd on the ticket. I have come across too many times where the person who put the ticket in is not who we are waiting on, but we need a response from someone who is CCd on the ticket before that ticket can move forward. In the past we have sometimes been able to edit the ticket details and change the requester to the person CCd, then put it in pending. However this just gives that person incentive to not answer the question and have it close automatically. If there is already a way to do this please let me know. Thank you!

Forum|Forum|5 days ago

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