Hello, currently we only have a non-’richt text’ field option available for Service items
Would it be an option to have this field, or another field, available as ‘rich text’ for the purpose of enabling customers to add any type of screenshots or snippies to this field via copy/past, without customer having to save the screenshot first to a file and then adding it via the paperclip.
It’s a shame that, currently, the Description field on Service Requests logged via the Service Catalogue is currently locked down; being a short description about the Service Item only.
On regular Incidents/Service Requests the Requester may paste a series of screenshots in-line within the Description field. When a Requester is attempting to describe something it is often easier to have example screenshots included within their description rather than relying on attachments.
This may be why a Requester will sometimes instead just submit an Incident via the Portal (that is actually a Request) or instead send in an Email.
As a result, the Description field on Service Items is pretty redundant.
Hi Freshworks Product Team,
I am commenting to strongly advocate for this feature request. We are currently implementing Freshservice for a Global Logistics Enterprise (2,000+ employees).
This customer is expanding their Freshservice usage beyond IT into their Operations Department. They are currently on the Enterprise Plan and are active users of Freddy AI.
However, the lack of a Rich Text Editor in the "Service Item" description is a critical blocker for their adoption.
The Use Case: The Operations team frequently needs to report system errors or logistical issues. They rely heavily on copying and pasting screenshots directly into the form to explain the situation quickly.
The Friction: Asking users to save screenshots as files and upload them as attachments is inefficient and creates significant resistance to using the platform.
Given that this request has been open for 2 years, we are very concerned about the timeline. This capability is standard in the Incident module, and its absence in Service Request is hindering the expansion of this high-value account.
+5hi all, we strongly support this request and I suggest that you upvote and follow this idea so that it’s promoted for implementation:
Feature Request: Pasting screenshots when submitting service requests | Freshworks Community
+5
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