Feature Request: Pasting screenshots when submitting service requests

+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.

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. 

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. 

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

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. 

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

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!!

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

Great, just 2 years!
What date means H2?

any further update when in H2? ​@Kamakshi V 

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

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. 

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.

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

​@Kamakshi V any news?

Hi everyone,

I’m a Product Manager from ITSM product team. We are working on introducing Rich Text Editor (RTE) fields in Service Items → Custom Fields, so users should be able to paste inline images/screenshots while submitting the service requests. Development is actively progressing now and we are targeting end of Q2’2026 for General Availability of this feature.

In addition to RTE fields, we are also planning to introduce custom attachment and formula fields under Service Items around the same timelines. 

This is great info - looking forward to it. My team members are going to love it and find it very useful. It would also be great to show a screenshot to requesters that I pasted into the SR. We have a graphic that shows the lifecycle of a particular thing, and I had to convert it to text - the screenshot looks so much better.

Hi Swathi, 
Thanks for the update, although Q2 ‘2026 looks very distant for a feature that should be standard in today’s forms and has been requested by customers for months, if not years.  

I understand that the ‘Description’ field is an integral and mandatory part of any ticket - irrespective of it being an Incident or a Service Request.  Seems that it’s just hidden for requesters in Service Requests  but still available to agents once the ticket is raised, albeit blank.  (and can be populated via workflows or manually by the agent).   

Isn’t it possible to just expose or make the Description field available in Service Request forms?  I would welcome this development even if it’s mandatory for all Service Requests, perhaps in conjunction with the recently-launched ‘Shared Fields’ in Service Catalog items ?

That only says it has 1 vote and is 2 years old. Where as this one is 3. Surely the oldest should be the primary ticket. Plus it is the one with the most amount of votes. However, when you go to that ticket - the same comment is added there. So which one is the primary ticket, as this comment is confusing?

Please consider this thread to be the primary IDEA !

How come this is not marked as implemented? It has been out for several months.