Freshworks Ideas

8484 Ideas

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|4 hours ago

NicoTerraIndexApprentice

Being able to sort on all columns in Tickets table viewOpen : Open for Consideration

On the tickets table view, you can only sort the tickets on a few columns, like date created, priority and status.But it would help a lot if I was able to sort on any column, including columns from custom fields I've added.For my situation; I've created a custom date field 'Customer reaction expected date’. If I know a customer won't be able to look at his case this week, I use this field set a date in the future. When I'm able to sort on this date, I can see exactly which cases I need to work on today and don't have to bother with cases due for next week (or tomorrow)

Forum|Forum|6 hours ago

raja.pavankumarCommunity Manager

Freshservice - Understanding relationship between custom objects, workflow automations and service cataloguesNew Idea

As a Freshservice administrator and application owner, one of the major challenges is to build a scalable service management architecture for your teams, especially with enterprise service management and workspaces in Freshservice, administrators will need to understand divide and conquer strategies, system dependencies and integrations with other enterprise applications available in their IT ecosystem.One such challenge is the ability to understand the relationship between your custom object databases, workflow automations, service catalogue items and forms. As businesses evolve, employees sunset their journeys, your operational platform should be upto-date.We recommend our customers to leverage custom objects in the first place for the below advantages. Remove the need to hard code information in your automations. Minimize duplication of configurations such as duplicating form data in service catalogue forms and ticket fields. Manage configurations via APIs by integrating Freshservice custom object databases. Example: Lets imagine a service management process involving approvals for governance. Automations seize to trigger approvals to the concerned user or delegate approvals to authorized personnel, when they are no longer with your organization. Understanding which custom object databases to update, automation services and service catalogue forms that are leverage these databases need to be identified to ensure changes are in place before service management takes a hit ! Solution:Review automations and export all variables to custom objects. This will help you identify automations that have a static business logic, all variables leveraged in the automation can now be managed using Custom Objects and credentials using the credential store in Freshservice. Build a CMDB and service management framework to manage the lifecycle of your custom objects. Consider Custom Object tables as databases managed in your asset inventory and Workflows as microservices. Below is an example of a dependency map documented as a CMDB entry. If a change is needed to be made to a custom object, govern the process via a change request.Now, lets look at an employee offboarding process that is operational in Freshservice and a user that is part of the custom object table leaves the organization the request may not move forward as the approver is no longer with the organization, automations can now be designed to perform custom object validations and notify agents about changes needed to operations in Freshservice. Custom object databases can be managed easily by automatically create a change request in such scenarios and ensure the offboarding processes continue as defined with minimal outages and maximum visibility. The change request can now yield the below results, that will help you identify the related services that are associated to this custom object table. Automate the process further by defining workflows that update these custom object tables via API and easily manage these routine tasks that are required to manage the sanity of your databases. Hope this helps you manage Freshservice better !

Forum|Forum|2 days ago

martin.jSkilled Expert

Add Tablular information to Service Request formClosed for Voting

We are starting to add HR into Freshervice, and looking to digitize their processes and forms. There are several of the forms that require information to be entered in a table format, such as existing Roster (below screenshot). Is there a way / suggestion on how best to achieve this?I don't particularly feel like creating each day/row as a field, as it will be a lot of fields, and not look great. Is there an option to add a free text table to a SR?

Forum|Forum|3 days ago

andrewkarimCommunity Debut

How Can Utility Kilts Enhance Employee Comfort and Productivity in Customer Service Roles?New Idea

As someone who works in a customer-facing role, comfort during long shifts is crucial for maintaining productivity. Recently, I came across utility kilts by Scottish Kilts Hub, and I decided to give them a try for my daily workwear. I must say, these kilts have been a game changer!Not only are they incredibly comfortable, but they are also practical with multiple pockets that help me carry small items around easily. The design allows for better airflow, which makes long hours on my feet much more manageable, and the durability of the fabric is perfect for an active work environment.With Freshworks focusing on improving employee experience in customer service roles, I wonder if more companies should consider such alternatives to traditional uniforms. Could utility kilts be a unique solution to improving both comfort and productivity for customer service teams?What are your thoughts? Has anyone else tried something unconventional like this to boost workplace comfort?

Forum|Forum|3 days ago

volunteerabroadcooperatingApprentice

What is volunteering and how do people get started?New Idea

I’ve been reading a lot about volunteering lately, especially volunteering abroad, but I’m still a bit confused. What exactly does volunteering involve, and how do beginners choose the right program without getting scammed or overwhelmed? Would love to hear real experiences.

Forum|Forum|4 days ago

RalphHApprentice

Scheduled CallbackNew Idea

Provide a requestor the option to provide a date and time when the want/will be available for a callback when submitting an incident.One of our employees requested this and our upper management likes the idea.

Forum|Forum|4 days ago

akwongApprentice

Group Tickets by Status in Ticket View (groupby)New Idea

Key Benefits:Improved Ticket Organization: Quickly view tickets categorized by status without needing to apply separate filters.Better Workflow Management: Teams can focus on specific statuses (e.g., prioritize "Open" tickets) to streamline workflows. Proposed Implementation Details: Add a "Group By" dropdown in the ticket view, alongside the existing sorting options. Allow grouping by "Status" as a default option, with future possibilities for other fields like "Group," "Priority," etc. Display tickets in collapsible sections based on their status, with counts for each group (e.g., Open (10), Pending (5)).

Forum|Forum|4 days ago

danwriteContributor

Save columns with ticket viewsIn progress : Included in Product Roadmap

Right now, we can create ticket views and save them, but the specific columns used in those views do NOT save. I brought this to support and they told me columns stick per browser session in cache, but do not save and display for everyone. We depend heavily on custom columns. The ability to save columns with ticket views not only seems logical, it would be highly beneficial and allow us to make full use of custom felids.

Forum|Forum|4 days ago

ron at ardensoftwareApprentice

API should allow creation of notes for company and contactNew Idea

I see that you can add notes (with attachments) to a contact or company similarly to adding conversations to tickets.Moving from a legacy system into Freshdesk, we are using the API to transfer some history - including notes - from our existing contacts and companies. It would be helpful to also add the notes and attachments to those contacts and companies.However, the V2 API does not allow us to create notes or conversations or attachments (nor retrieve them). It would be helpful if this were added to the API - we have a large number of contacts and companies and notes - too many to do manually.

Forum|Forum|5 days ago

sunandamishra29Apprentice

Trademark Registration in IndiaNew Idea

Get your trademark registered in India quickly and easily with Setindiabiz. Our expert services ensure a smooth and hassle-free trademark registration process. Apply online today! Visit here: https://www.setindiabiz.com/trademark-registration

Forum|Forum|6 days ago

David-FlintoffApprentice

Convert Live Conversations into Freshdesk Tickets Using Voice-Based InputNew Idea

Hi Freshworks community,I’d like to suggest an idea focused on improving how support interactions are converted into structured tickets inside Freshdesk.The challengeSupport agents often handle conversations across calls, internal discussions, or quick handoffs. Important details issue summaries, next steps, or follow-ups—are usually typed into Freshdesk after the interaction, which can slow agents down and sometimes lead to incomplete ticket context.The ideaIntroduce voice-based input as an optional layer through integrations with tools like Gennie, allowing agents to speak ticket details naturally and sync them into Freshdesk.Potential use cases include: Converting call conversations into ticket descriptions using voice Adding internal notes or summaries hands-free Creating follow-up tasks or reminders without breaking flow Capturing key customer context immediately after interactions Freshdesk would continue to be the system of record, while voice acts as a faster input method during high-volume or real-time support scenarios.Why this could help Faster ticket creation during busy support hours More accurate and complete ticket context Reduced agent fatigue from repetitive typing Improved response quality and follow-through Would love to hear from other Freshdesk users: Where does ticket creation or updating slow agents down most? Would voice-based input add value to your support workflows?

Forum|Forum|7 days ago

David-FlintoffApprentice

Add Voice-Based Updates for Tasks, Notes, and Deals in FreshsalesNew Idea

Hi Freshworks community,I’d like to suggest an idea around enabling voice-based CRM updates in Freshsales, especially for sales teams who spend a lot of time on calls, meetings, or multitasking throughout the day.Problem this solvesIn many sales workflows, notes, follow-ups, and deal updates are entered after conversations end. This often leads to delayed updates, missed context, or incomplete CRM data particularly for high-volume sales teams.The ideaSupport voice-based task and record updates through integrations with tools like Gennie, allowing users to speak updates naturally and sync them with Freshsales.Example use cases could include: Adding notes to Leads, Contacts, or Deals using voice Creating follow-up tasks immediately after calls Logging quick call summaries hands-free Updating reminders or next steps without switching screens Freshsales would remain the system of record, while voice acts as an optional input method to make CRM updates faster and more accurate.Why this could be valuable Reduces manual data entry Improves CRM hygiene and adoption Helps teams capture context in real time Supports remote, inside sales, and mobile workflows Would love to hear feedback from the community on where voice-based input could add the most value in Freshsales.

Forum|Forum|7 days ago

liftsteinApprentice

Looking for a reliable forklift supplier in UAE – any recommendations?New Idea

Liftstein Middle East offers more than just forklifts for sale. They provide electric, diesel, and gas forklifts, along with professional forklift maintenance and genuine spare parts. Their focus is on reducing downtime and keeping operations running smoothly.

Forum|Forum|8 days ago

spolatchekApprentice

Folder Structure for Workflow Automator: Organize, Filter, and ScaleNew Idea

Problem:As Workflow Automations grow, the current “flat list” becomes hard to manage. When you have dozens (or hundreds) of automations, it’s difficult to quickly find the right one, understand what’s in use, and keep things clean over time.Request:Add a folder (or category) structure for Workflow Automator and similar automation areas, so admins can store and organize automations in a way that matches real operations.What this should enable: Create folders and subfolders (example: Department > Process > Use Case) Move/copy automations between folders Filter views by folder Optional “system” folders or labels like: Active Inactive / Disabled Draft / Testing Templates Deprecated / Do Not Use Why this is valuable: Faster navigation: find automations quickly without scrolling/searching forever Better visibility: instantly see what’s active vs inactive, what’s being tested, what’s legacy Cleaner governance: supports ownership by team, prevents duplication, and reduces accidents Scales with growth: makes the product usable for larger environments and setups Safer operations: easier to separate “production” from “testing” automations Outcome:Folders (plus basic lifecycle organization) would make Workflow Automator significantly easier to manage at scale, improving admin efficiency and reducing mistakes.

Forum|Forum|8 days ago

DigitalGrowthApprentice

Why Every Business Needs a Digital Growth StrategyNew Idea

In today’s digital era, having a clear and effective digital growth strategy is crucial for any business aiming to thrive. This strategy helps businesses focus their efforts on the right digital channels, optimize marketing spend, and engage their target audience more effectively. Without it, companies risk falling behind competitors, missing opportunities, and wasting resources on uncoordinated efforts. A digital growth strategy provides a roadmap to increase online visibility, generate qualified leads, and drive sustainable revenue growth by leveraging tools like SEO, social media, content marketing, and data analytics. Simply put, it’s the foundation for long-term success in a technology-driven market.

Forum|Forum|9 days ago

Joshua.LawrenceTop Contributor ⭐

Custom Journey TypesNew Idea

As we expand the number of journeys within Freshservice, it’s important for organisations to have greater flexibility in managing journey types and granting the ability to create custom types aligned with business requirements. Currently, we’re forced to categorise most journeys under ‘Others’ because the default fields do not meet business needs. Enabling custom journey types will allow organisations to group similar journeys, making filtering and analytics more efficient@Kamakshi V @Jatin Rastogi @AkshayY

Forum|Forum|10 days 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|10 days ago

HelloworldFDuserApprentice

Ability to update Resolution Due (Due Date) in bulkNew Idea

It would be extremely helpful to have the ability to update due date (Resolution Due) for multiple or all selected tickets in bulk. I have a high volume of tickets and I update dates to match Engineering sprint release dates. (We link our Freshdesk tickets to Jiras.) Currently I have to do this one-by-one and it is very manual and time consuming.

Forum|Forum|10 days ago

CaraSkilled Expert

Workflow Automator - Ability to have multiple branches off of a ConditionNew Idea

You should be able to have multiple branches off of a condition. Then in the condition be able to specify which branch it goes to based on what part of the condition. Use case would be if a customer selects a certain option within a dropdown. Instead of having to create multiple conditions based on the same field, you should be able to say Run this condition on this field. If they select option 1 it goes down this branch, if they select option 2 it follows this branch, etc. It is cleaner and easier to read in the workflow. Also means there is no yes and no condition and having to build the same rule multiple times with the same field but for each. Then be able to bring the workflow back to the same branch e.g. after that condition is met (as it may go to different teams based on the selection but then always follow the same workflow after, you should be able to direct it back to the same flow.

Forum|Forum|11 days 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|14 days ago

AbominableSnowminContributor

Allow bulk update of tickets to REMOVE tagsNew Idea

When performing a bulk update of tickets, it’s possible to add information such as tags.There does not appear to be any way to remove existing tags from selected tickets.This would be very helpful!

Forum|Forum|14 days ago

SarikaContributor

'Send activation email' in contact cardNew Idea

Hi!We don’t use customer portal. The button ‘Send activation mail’ in the contact card triggers email towards customer. Agents have been informed however accidentally the button can be clicked. Would be great to have the control of visibility towards agents via roles. Br, Sarika

Forum|Forum|14 days ago

athomas207Apprentice

Disk free space reportingNew Idea

It would be great if free disk space was exposed as an asset field for reporting. The information is already being collected by the FS agent, but visibility appears to be limited to the asset detail/components page.Ideally there would be a built-in report to provide a list of assets nearing a critical free space limit (10% free or lower, for example).

Forum|Forum|14 days ago

kpattersonTop Contributor ⭐

FUP limits the ability to view year over year trendsImplemented : Idea is live

Being fairly new to Freshservice (we moved over in 2021), we were excited to finally reach a point where our “year-over-year” reporting is actually able to show trends such as what time of year we seeing upticks in ticket count, upticks in new hires, etc. Up to now we’ve had to manually pull numbers into Excel to combine our old system counts with Freshservice since it’s hard to know a trend from a spike with less than 2 years of data!Now the FUP program has been announced that will require us to restrict our reporting to no more than a 2 year period! So we’re going back to the same boat of having to manually pull data to Excel for reporting :( I can appreciate the concerns prompting FUP but it feels like there should be a way to permit an exception. Possible workbooks that have only a single page or are limited to the number of widgets? We don’t need to see most of our analytics back further than 1-2 years but there are a few instances where that extended trend is really important.

Forum|Forum|14 days ago

Latest Announcements

Ideas Status Pipeline