During major outages, users often submit tickets because they aren’t aware of existing incidents. Freshservice would benefit from a native, visible way to surface active major incidents directly within the self-service portal without relying on external status pages or embedded widgets, which have limited visibility and require customization. This gap leads to unnecessary ticket creation during known outages.
Request:
Add an out-of-the-box feature that:
- Displays a global incident banner on the portal
- Shows active outages on the homepage
- Alerts users during ticket submission when a related issue is already known
This will dramatically reduce duplicate tickets, improve users experience through proactive communication, and eliminate the need for fragile widgets or HTML workarounds; aligning with modern ITSM expectations.