Freshworks Ideas

8832 Ideas

Warning for problems inside Workflows and Business RulesNew Idea

Hi 🙋🏼, I found that when I checked all our set business rules and workflows, some would be activated but essentially useless because a value used inside a condition for example was altered elsewhere and therefore removed from the condition statement. There is - to my knowledge - currently no other way than checking each rule in depth to see this problem in the flow even exists.Maybe an indicator/warning 🚨could be added in the list-view of business rules and workflows to see at once where such problems inside a rule or a workflow occurred.I think this would greatly improve debugging and make it easier for changes to be made in production.

Forum|Forum|5 days ago

xTofC4BeApprentice

Exceptions list for requesters mail notificationsNew Idea

We currently deactivated the standard requesters notifications in freshservice and are using workflow automators instead for one and only reason: exceptions cannot be configured in the standard notifications settings to avoid notifications being sent to specific requesters. This is needed because some of our requesters are also our suppliers, they're of course using ticketing tools at their side and enabling notifications for them creates loops of notification messages being sent between their system and ours.Would it be possible to add that feature (exceptions list) for each type of notifications so that we could use the freshservice standard requester notifications instead of automators ?

Forum|Forum|5 days ago

Daniel SöderlundTop Contributor ⭐

Secondary e-mail for agentsNew Idea

It would be good for agents to have secondary e-mail as well. A customer having there SAMAccount adress as primary login in FS and primary e-mail as secondary for requesters. Customer then need 2 profiles per agents One with the primary e-mail as a requester and agent profile with the login adress. The reason is that the SAMAccount do not change, the primary e-mail can. They have implemented that in their IDP. What happens for agents is Agents can’t see tickets they have emailed in to the system. They then need assume access to see there own tickets. (Solved it using WFA with WR/API to change the requester to the agent profile in FS) Ticket will not be created on the original sender when an agent forwarded an e-mail to FS /FD. (I guess I can solve that with a WFA/RW/API in FS as well.) Converting to agent will delete all the secondary emails of this contact' message | Freshworks CommunityAllow Agents to have a multiple email addresses like requesters do | Freshworks Community Any other scenario you have seen that would simply for if agents would be have secondary e-mail ? @Roxwell @Medic1334 @mbutler @zachary.king

Forum|Forum|5 days ago

Ian GomezApprentice

Sort Automation Rules by Rule #New Idea

Anyway to sort the automation rules via Rule #? I create automation rules in order or I reorder the rules based on the situation, thus when sorting them, it will be helpful if I can sort by the rule #. Current sort by relevance is not useful for me at all.

Forum|Forum|5 days ago

jcervantesFTGApprentice

First Response not clearing with Public note on self reported ticketsNew Idea

Normally you can clear First Response Due by adding a Public Note on a ticket. However this does not work on tickets that you open yourself and assign to yourself. This means the only way to clear the First Response Due is by emailing yourself after you open your own ticket. This is a silly workflow that just adds an unnecessary step in for the Agent. If they forget to do this, then it messes up statistics on the First Response Times. Please make this make sense and either remove First Response Due all together for self-opened tickets (since if you are opening the ticket for yourself, of course you’re aware of it and no response is needed). Or at least let a public note clear it. Remove requirement to self-email please!

Forum|Forum|5 days ago

Julie0403Apprentice

Save Conversation Sort Preference in the Customer PortalNew Idea

It would be very helpful if the Customer Portal could remember each user's preferred conversation order within tickets.Currently, every time a user opens a ticket, the interaction order resets to the default (for example, "Recent first"), requiring the user to manually change it back to "Oldest first" each time.For customers who frequently review long ticket histories, especially support teams and technical users, reading interactions in chronological order is much more efficient. Having to change the sorting option on every ticket creates unnecessary repetitive work and negatively impacts the user experience.Suggested enhancement:Allow customers to save their preferred conversation order (e.g., "Oldest first" or "Recent first") in their Customer Portal profile. Alternatively, remember the last selected sorting option using the user's account or browser session.

Forum|Forum|5 days ago

loveshe

Add "Last Week" and "Last Month" Options to Ticket List View Date FiltersNew Idea

Currently, the Ticket List View's basic filter for the Created date field includes dynamic options such as This Week and This Month but does not include corresponding Last Week and Last Month options.Adding Last Week and Last Month would significantly improve the usability and flexibility of Ticket List Views for operational reviews, trend analysis, and reporting activities.Business Value:Enables dynamic views that automatically show tickets created during the previous calendar week or month. Eliminates the need to manually update static date ranges. Supports service desk reviews, management reporting, backlog analysis, and continuous improvement activities. Provides date-filter parity with existing "This Week" and "This Month" options.Example Use Cases:Weekly Service Desk Review: "Tickets Created Last Week" Monthly Trend Analysis: "Tickets Created Last Month" Team Performance Reviews Operational Audit and Compliance ReportingRequested Enhancement: Add the following dynamic date filter options for the Created field (and ideally other date-based fields):Last Week Last MonthThis would make Ticket List Views more robust and reduce administrative effort while improving reporting and analysis capabilities.

Forum|Forum|5 days ago

C.molenaarApprentice

Alphabetize Solution ArticlesNew Idea

Hello,There's already an idea in this community from 3 years ago that was shot down without reason. I would like to bring it back up as I do not understand why an obvious and basic functionality is missing.In the Knowledge Base/Solutions there is no option to alphabetize your solutions Titles, while there is an option to sort every other option right next to it, see the screenshot below. I would like to see this option implemented because honestly, it's not that much of an ask or hard to do, thank you.The previous idea is located here;

Forum|Forum|5 days ago

PacApprentice

Carte Enjeux Maritme MO -AF EstNew Idea

Mer Méditerranée ↓ Suez Mer Rouge ↓ Bab el-MandebGolfe d’Aden → Océan Indien ↙ ↘Somaliland Djibouti | ↙↓↘Bases UAE USA, France, & potentiels Chine, Japon, Italie, Espagne ↓ Positions russes / discussions en Soudan

Forum|Forum|5 days ago

FerryantoApprentice

Freshchat Instagram Comment EnhancementNew Idea

Hi Team, We’re using the Freshchat new Instagram Comment feature and this is a great feature where now we can Reply to the comments in Instagram, but we have a concern regards the Instagram Comment.Currently when the customer DM & Comment at the same time, it become 1 conversations thread. It would be great if it could be separated as 2 different Conversations thread to avoid confusion and assign it to each team that handle DM & Comment. We’re using bot on the Instagram DM but when customer comments, the Bot triggered and send reply to the customer DM. We’re hoping that we can disable the bot for instagram comments.It would be great if this concerns can be an enhancement.Thank you.

Forum|Forum|5 days ago

sbj

Set VIP user from SCIM / APINew Idea

Today you do not have the possibility to set “VIP User” automatically - it would be nice to could set it with SCIM, or at least the API

Forum|Forum|5 days ago

Cara

Inventory - Relationship Mapping Easier UnlinkingNew Idea

At the moment, if you accidentally link something with the wrong relationship connection or the wrong inventory / service linked, you have to then go into that object and unlink it rather than choosing the link in the map and unlinking. It makes the process slower and more tedious. It would be much more beneficial if you could just from the relationship mapping have in both the map and in the list, an unlink / change relationship type. Otherwise, you have to unlink and then relink to change the relationship type.

Forum|Forum|5 days ago

support1Contributor

Edit the ticket fields from the table viewClosed for Voting

Hello dear FreshDesk team, Something I really need on hourly basis is to be able to edit the ticket fields from the table viewWithout opening the ticket As for now , I can edit the default fields , but not the customed. Can you assist please ? Thank you !Avital

Forum|Forum|9 days ago

Hunain ButtApprentice

Hosting a Cookout for Your Team or Customers? Freshworks-Inspired Menu Ideas for Building Connections"New Idea

At Freshworks, we believe in the power of meaningful connections—whether it’s with your team or your customers. What better way to foster those relationships than with a cookout? In this guide, we’ll share creative cookout menu ideas and tips to help you host a memorable event that brings people together. From team-building BBQs to customer appreciation grilling sessions, discover how food can be the secret ingredient to stronger connections. Plus, learn how Freshworks tools like Freshdesk and Freshservice can help you plan and manage your event seamlessly. Let’s fire up the grill and create unforgettable moments!

Forum|Forum|11 days ago

Rich DowneyContributor

Ability to change how the date format looksNew Idea

I like to have the date format a specific way for ease of sorting things. I prefer YYYY-MM-DD, but the fact that it displays the date as Fri, 2026, Jul 17 is not very useful. As I am sure some if not most of you are aware, not all onboarding and offboarding’s come in the order they start or leave. It would be nice to be able to change how the date is formatted. I would like it the title of the journeys to look like this Journey - Offboarding [2026-07-17] - Jimmy Jones #JNY-90

Forum|Forum|11 days ago

stephan14xActive Contributor

Show Asset Location Path in AssetNew Idea

In Admin you can create a location hierarchy which you can then assign to an asset.But there is no way to see this location path or location details in an asset and you can’t even search for a location to find it in admin to see the path or details without clicking through the hierarchy. Assume Location Path as: Country - City - Site - Building - Floor - Room - ‘Rack 15’‘Rack 15’ contains a Network Switch that has an asset and the asset is assigned to ‘Rack 15’ Now have an non admin agent try to find the location of that asset, good luck.Please show the location information somewhere in the asset details view.

Forum|Forum|11 days ago

SharishApprentice

Solution Article link to TicketsNew Idea

Hi,We are looking forward to an update that allows agents to link a Solution Article to Incident (INC) or Service Request (SR) tickets and view the article alongside the ticket. This would make it easier for support agents to reference the solution while investigating, updating, and resolving tickets without having to navigate away from the current screen.Having the Solution Article readily accessible would improve efficiency, reduce the time spent switching between multiple windows or tabs, and help ensure that troubleshooting steps are followed accurately. It would also enhance the user experience by allowing agents to update ticket notes, work logs, and resolution details while simultaneously reviewing the relevant documentation. Thank you.

Forum|Forum|11 days ago

garetheContributor

Addition of more advanced / customisable reports on "Garden" planClosed for Voting

The 6 reports provided in the "Garden" plan are fine but I do not think they are "Advanced Reporting"......... Please could you confirm when more options will be available in the reporting suite? - this is a high priority as any good helpdesk is only as good as its reporting. For example the Helpdesk Activity Report (or another new report) needs to be able to include other fields so you can report on perhaps the affected area of a ticket from a customised field. We have a customised field called "Affected area" which includes Hardware / Software / Server / Desktop / Laptop / Access Rights etc.............. to categorise the type of helpdesk requests and we would like to be able to get "some" reporting out of Freshdesk but you cannot choose this field in any report. The report layout for the Helpdesk Activity Report is quite nice but only includes "Type" and / or "Priority". Please can you allow *any* fields to be added in and that would be a real step forward? to be able to report / show Tickets by xxxx Exporting some data out in CSV into Excel is fine but some level of reporting (especially on the Garden plan) should be available for the extra cost.............

Forum|Forum|11 days ago

Rich DowneyContributor

A few ideas for the service catalog.New Idea

The description field at the top of the page - Have this opened by default. With the fact you cannot add images to a content field, I have some information with images and then have to note in the content field to look in the description area. Be able to add images to Content fields - Having images in the content so we can add images to be able to explain things to users. Service Catalog item listing - Being able to change how the list of service catalog items are listed, maybe change to two column’s. The main reason is how limited this area is for text. I have had to rethink some of the word of some to get it down to enough characters so it is not truncated. Edit or disable popular items - I would rather disable to popular items and let users see the full list when they load the page.

Forum|Forum|11 days ago

b.tomovCommunity Debut

PICK UP button inside a ticket - great improvement !!!Open : Open for Consideration

When an agent goes in the ticket they need to click on Agent and type their name so the ticket could be assigned to them. How about a button like PICK UP. The same that we have when we mark the ticket in the Common view and just add thet PICK UP button in the ticket it self. This would really improve the Agent’s experience !

Forum|Forum|11 days ago

Rich DowneyContributor

Reset an activity on a JourneyNew Idea

How many times have you had a Journey, and the the users start date changes? Today I got a ticket from a journey to do the New hire IT onboarding, but the users start date was pushed out till next week. so, now i have to sit on that ticket for the next week, not a big deal but, I would rather not. My idea was for a situation like this i to close the ticket, then go into the journey select that activity and reset it, so that next week when the user starts, a new ticket is opened

Forum|Forum|12 days ago

jdarochaApprentice

Adjust Number of Agents Showing on Agent Availability WidgetNew Idea

In a ticket view, it’s possible to change the number of tickets showing to either 30, 50, or 100. This same functionality should be added to the Agent Availability widget in the dashboard. Currently, it only shows 10 agents at a time, and we have over 30 agents, so it can be very time-consuming for the managers to check on all of their agents’ statuses. Please consider adding a feature to specify how many agents can be shown in the Agent Availability widget in the dashboard.

Forum|Forum|12 days ago

MatthiasGuzApprentice

Automatic re-sending of unanswered CSAT surveys after X hoursNew Idea

Problem / Use CaseCurrently, a CSAT survey can only be sent once (e.g., when ticket status is "Resolved/Closed"). There is a setting for the initial sending interval and survey expiration ("Expire the survey after"), but there is no way to automatically re-send a survey that has already been sent but remains unanswered after a defined period (reminder / re-send). Desired FeatureAn option for Freshdesk to automatically detect when a survey has been sent but not answered within X hours, and then send a reminder or re-send the survey to the customer. Ideally, it would include:Configurable time interval (e.g., "re-send after 48 hours without a response") Maximum number of reminders (e.g., 1–2 reminders) Trigger only for "Unanswered" status (not for "Partially Completed" or "Answered") Optional custom text/subject line for the reminder BenefitsHigher response rates for CSAT surveys and thus more reliable satisfaction data, without manual follow-up required.

Forum|Forum|12 days ago

Smart Play APKApprentice

Multi-Channel CSAT Feedback for Content Platforms & PodcastsNew Idea

Content platforms and tech podcasts receive feedback frommultiple channels such as websites, apps, and communities.A unified CSAT feedback loop inside Freshdesk would helpcreators and support teams analyze user satisfactionmore effectively.We tested a similar feedback workflow on our platform:https://www.smartsplay.com/This approach helped improve response trackingand engagement insights.

Forum|Forum|13 days ago

MichaelJMTop Contributor ⭐

Move Tickets between Workspace with AutomatorNew Idea

We’re trying to do some cross-workspace Service Request functions. One thing I cannot seem to be able to do is MOVE a ticket from one workspace to another as an Action in the automator. I can send an email, but I can’t send the attachments from the request so I need to send a Public Ticket Link. I can create a TASK in their workspace, but they can’t access the ticket details from the task in their workspace. We need the ability for cross-workspace functions in the Ticket Automator so we don’t need to move all of these requests manually.

Forum|Forum|15 days ago

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