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In progress : Included in Product Roadmap

Feature Request: Pasting screenshots when submitting service requests

Related products:Freshservice
  • April 13, 2022
  • 18 replies
  • 336 views
vschiaffino
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Lots of our Freshservice users enjoy the ability to paste screenshots directly into the description field of the “Report an issue” form.

However, this field type doesn’t seem to be available for service catalog items. None of the fields available to admins when creating service catalog items seem to have this functionality. We can enable attachments on the form, but that means the user needs to save their screenshot as a file before they can attach it.

Please add this feature to your Freshservice roadmap if it isn’t already.

18 replies

G
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  • ggallaway
  • April 14, 2022

+1 this, we want to drive team members to service requests when possible (for better routing, etc.) but this difference in UI is confusing to them.

L
Tabitha
shayankarim
rashmi.nag
Skilled Expert
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  • rashmi.nag
  • Skilled Expert
  • May 12, 2022
Updated idea statusNew→Open
Cheers, Rashmi || Team Freshworks
mbackwater42
L
Active Contributor
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  • Lucasj1
  • Active Contributor
  • June 15, 2023

We also would like to have the option to paste Screenshots in Service Requests. Can a field option be added that allows images? We have departments that would request something be changes in their application and they would supply and image of what the screen looks like currently. This worked great in their old system they were submitting through but now in FreshService they have to capture the screen then save it off then upload it. These requests are almost always NOT incidents (i know you can paste screenshots into incidents). Please add this feature. 

R
J
Tabitha
alyssia.correa
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Open : Open for Consideration→In progress : Included in Product Roadmap
Ally, Freshworks Community Manager
L
mbutler
shayankarim
J
Contributor
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  • jenneva
  • Contributor
  • January 31, 2024

This should also be supported when users submit a ticket via the Servicebot for Slack - users are presently unable to submit tickets with attachments/documents from the Servicebot. 

mbackwater42
L
Skilled Expert
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  • luca.ciaraffo
  • Skilled Expert
  • November 4, 2024
Open : Open for Consideration→In progress : Included in Product Roadmap

Hi @alyssia.correa any updates regarding this? My i know when is expected these release? 2024?2025? Thank you

zachary.king
mbutler
mbackwater42
BryceK
Top Contributor ⭐
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  • BryceKTop Contributor ⭐
  • Top Contributor ⭐
  • January 22, 2025

This would make the portal adoption for service and incident requests much easier. For now, it's all emails and converting incidents to service requests. 

 

zachary.king
mbutler
M
mbutler
Top Contributor ⭐
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  • mbutlerTop Contributor ⭐
  • Top Contributor ⭐
  • January 22, 2025

​@Kamakshi V  - here’s another one where we could use an update from the Product Team

Kamakshi V
mbackwater42
Kamakshi V
Community Manager
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  • Kamakshi VCommunity Manager
  • Community Manager
  • January 31, 2025

Hello Folks!

Quick update from the product team: This feature is expected to roll out by H2 this year. Stay tuned!

​@mbutler ​@zachary.king ​@luca.ciaraffo ​@BryceK 

Freshworks Community Manager
BryceK
mbutler
D
mbutler
Top Contributor ⭐
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  • mbutlerTop Contributor ⭐
  • Top Contributor ⭐
  • January 31, 2025

Hello Folks!

Quick update from the product team: This feature is expected to roll out by H2 this year. Stay tuned!

​@mbutler ​@zachary.king ​@luca.ciaraffo ​@BryceK 

That will be a huge help! Thank you!!

Kamakshi V
mbackwater42
zachary.king
Top Contributor ⭐
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  • zachary.kingTop Contributor ⭐
  • Top Contributor ⭐
  • February 3, 2025

Hello Folks!

Quick update from the product team: This feature is expected to roll out by H2 this year. Stay tuned!

​@mbutler ​@zachary.king ​@luca.ciaraffo ​@BryceK 

Really looking forward to this feature! Thank you for the update ​@Kamakshi V 

- Zach / ITOps Supervisor - ITSM
BryceK
mbutler
Kamakshi V
Karel_Vlček
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  • Karel_VlčekTop Contributor ⭐
  • Top Contributor ⭐
  • February 20, 2025

Great, just 2 years!
What date means H2?

Missing: Deatiled log for tickets; Any log for Automator; Log for changes made; Description, cathegory and other std. fields for requests (service items); On field change automator event; Global custom fields; Trasnlation for service items; Bundle only service items; (Attachments for bundled items - done 05/2025); Time entry automator; Classic language switch; Default settings for collapsible/expandable items and collapse/expand all in conversations; Save for Tasks list.
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mbutler
M
D
Skilled Expert
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  • DJL
  • Skilled Expert
  • May 14, 2025

any further update when in H2? ​@Kamakshi V 

Kamakshi V
mbackwater42
Kamakshi V
Community Manager
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  • Kamakshi VCommunity Manager
  • Community Manager
  • May 14, 2025

any further update when in H2? ​@Kamakshi V 

Hey Dave ! Let me check for this internally with Product and come back.

Freshworks Community Manager
mbackwater42
SW-Scott
claytonsaid
Top Contributor ⭐
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  • claytonsaidTop Contributor ⭐
  • Top Contributor ⭐
  • May 19, 2025

hi ​@Kamakshi V 

We received the Nov 2025 product update bulletin but this feature is not listed.  Is it still on the roadmap for an H2 release? 

Freshservice Migration Notice: November 2025 : Freshservice

 

Thanks. 

Clayton
mbackwater42
Kamakshi V
Community Manager
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  • Kamakshi VCommunity Manager
  • Community Manager
  • May 26, 2025

Hey ​@claytonsaid 

I’ve checked in with our Product team and am tracking this closely. I’ll share an update here as soon as I have one.

Freshworks Community Manager
mbutler
claytonsaid
J
ahui
Community Debut
  • ahui
  • Community Debut
  • December 2, 2025

Hello.  I am curious when this might be released as well.  Thank you.

monika.hipp
Tabitha
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Tabitha
Top Contributor ⭐
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  • TabithaTop Contributor ⭐
  • Top Contributor ⭐
  • December 2, 2025

Hey ​@claytonsaid 

I’ve checked in with our Product team and am tracking this closely. I’ll share an update here as soon as I have one.

​@Kamakshi V any news?

monika.hipp
jack4081
C
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