Hi Freshworks Team,
I’d like to suggest a feature that would significantly improve the experience for admins and support agents working across both Freshdesk and Freshservice or other freshworks tools.
Use Case:
We recently created a collaborator in Freshdesk for an internal support request that originated in Freshservice. However, there’s currently no way to recognize that this is the same person across both platforms. This creates silos in user data and ticket history.
Feature Request:
Introduce a unified user identity system across Freshdesk and Freshservice, so that:
- In the Neo Admin Center (or similar), we can see if a person is already an agent, collaborator, or requester in either or both tools.
- We can view a consolidated ticket history for a user across Freshdesk and Freshservice—helpful for 2nd or 3rd level agents to understand context, avoid duplication, and track recurring issues.
- Admins and agents can see all roles and permissions a user has across both platforms.
- Ideally, this would also include a unified profile showing:
- All tickets the user has requested (Freshdesk + Freshservice)
- All tickets the user is working on
- Their roles and group memberships in both systems
Why This Matters:
- The Orchestration app is not a viable workaround for us due to log errors and lack of looping for group assignments.
- This feature would streamline internal support, improve visibility, and reduce redundant communication.
- It would also help agents quickly assess if a user has already raised a similar issue in the past, regardless of the platform.
Thanks for considering this! A unified view would be a huge step forward in making Freshworks tools feel truly integrated.
