Freshworks Ideas

Allow to filter solutions analytics by company or customer segmentsClosed

Hi teams, We want to filter the solutions analytics by company or customer segments. We want to see which companies are using our solutions articles, and which articles prove to be the most useful to a certain customers segments.Many thanks.

Associate email address to the Group designated for the ticketClosed

It is required to associate the response email to the assigned ticket group in Freshdesk Support Desk, since in many cases the tickets are not opened from the email by the applicant, but from other tools such as Freshchat (via WhatsApp) and outgoing Email, which results in the email associated with the ticket when responding to the messages does not correspond to the group assigned to it, but instead takes the email assigned by default in the Freshdesk Support Desk system.In my case, as in the case of some clients, we use multiple email accounts in Freshdesk Support Desk for different reasons that are irrelevant, and it becomes cumbersome to have to choose the account when responding.Likewise, we have observed that automatic responses and other communications are associated with the default email.Therefore, we appreciate your support and collaboration so that this magnificent tool continues to help us in our daily tasks.

API post reply as customer (not as agent)Closed

Dear community,It is currently impossible to add a reply as a specified customer to a certain ticket. I am referring to the below call:/api/v2/tickets/[id]/reply (POST) According to the product management of Freshdesk, it is only possible to post a public note different from a reply. Hopefully, this will get implemented.

Don't show only the latest 5 conversations in the quoted textClosed

Hello,Sometimes I will have a long discussion with a customer and we will exchanged a lot of e-mails.It could happen that I need to add an answer with a different color to an older e-mail in the thread.But as I have found out, Freshdesk doesn’t allow more than 5 conversations in the quoted text section when you reply to a client. Can you please remove this limit?I feel this slows down the work.I had copy and paste the old e-mail I wanted to my response after I extended the quoted text.You could do the same as Outlook and just leave all the e-mails in the thread. Yes, you can see all the e-mail in the Portal.Yes, the users have all the e-mails that were sent to them.But by not having all the responses in one e-mail, they have to keep on jumping thru all the e-mails until they find the one they need.This happened to me with the ticket I raised to Freshdesk for asking about this. Regards,Silviu

Callback featureClosed

         -Where a ticket will have an option for the employee to select a date and time when to call back the customer.        -Where a callback filter view will be added so agents can easily track tickets that they’d have to call the customers back.        -The agent will be notified (Sound or pop up) when a callback schedule is about to happen. Maybe 5 minutes or on the dot.

Requestor widget - Make it wider please.Closed

Google Doc attachmentClosed

I would like to be able to send Google Docs files (.gdoc extension) as attachments.

Add a way of searching deleted contactsClosed

If you need to restore a contact, it can be difficult to find the right entry. Over time the system may accumulate many deleted contacts (ours has over 2.5k, and is quite a small helpdesk) so paging through the entire list may be time-consuming.There is a trick to find the right contact, provided you know their email address. (Try to create a new contact with that address, and you’ll get a link to go to the conflicting entry.) However if you enter the wrong address you will create a contact that you don’t want, and if you don’t know their email then forget it!Therefore some refinement for navigating deleted contacts is required.

Disable Auto / Pre-fill emails on Outbound Emails to Reduce Data Breach / RiskClosed

It would be great if Freshdesk had the functionality to disable the pre-fill email selection on outbound emails (this would reduce the risk of emailing the wrong client substantially) – can this be pushed through or placed on the the development list?

Company Network Monitoring using ServicesClosed

Hi All, Looking for recommendations on how to go about tying in existing monitoring we have for all of our Club Locations networks. Example, WAN1, WAN2 & Cellular. Is there potential here using Services and creating them as dependent of each other? Any suggestions would be appreciated. Thanks!

Address lines visibleClosed

It would really help if the address information is visible or at least easy accessible from within a ticket or asset. Now you can only see the identifier and that is not the entire address.To see the complete address you need to be an admin and go to settings-assets-locations.I already asked here if there is a way to make it visible but now answer so probably not possible.

New Feature IdeasClosed

Hi all. We have 2 feature ideas that we feel will be valuable to most users within Freshdesk. Please see below our ideas:Ability to configure that clients/customers can see all tickets raised from the same Company/Domain.This feature exists within Freshdesk however it needs to be manually selected for each new account created in the system which we feel is unnecessary and time consuming. We would like the ability to set this on a global level OR on a company level so this configuration is set once. As a userI want to be able to set a configuration once within FreshdeskSo that our clients can see all tickets raised from their Company/Domain DescriptionWe would like to have our clients see all tickets raised by their Company so that departments such as customer support (on our clients side) do not experience ticket update delays due to the ticket requestor being on Holiday/Sick etc. Current FunctionalityFile attached of current functionality. There is a button available in “Contacts” → “Edit Contact” → “Company” which allows 1 user/client to “view all this companies tickets”. The concern/inefficiency here is that, if we want this feature to apply to everyone from the same company we have to manually select this button on every new account created otherwise they will not see the tickets raised by their colleagues/company.  Expected FunctionalityWe want the ability to set this once on either a company or global settings level so that all accounts created and activated from the same Company/Domain will be able to see all tickets created from the same Company/Domain. Ability to link an external SharePoint to Freshdesk in order to automatically update “Solutions” for both internal & external use.This feature does not exist within Freshdesk (Or Apps), however we would like to suggest this feature.  As a userI want to be able to Link/Import an external SharePoint into Freshdesk for internal “suggested solutions” & external “Knowledge Bases”.So that any documentation we link into Freshdesk is automatically updated from SharePoint once the document is updated on the linked SharePoint page.  DescriptionWe would like the our business to update important information within SharePoint which in turn will update the selected documentation imported from SharePoint into Freshdesk. This should also have the ability to review changes before publishing the document if configured. Current FunctionalityNone. You can only copy documentation manually into solutions and configure it from there. Expected FunctionalityWe want the ability to automatically update documentation from a linked SharePoint into Freshdesk for both Internal documents and external documents. This should have a “review” option prior to publishing and should be available to select within user roles. 

Mobile App Service Catalog TicketsClosed

In the next app update, a major missing piece needs to be fixed: when an item is submitted via the service catalog, any custom form information isn't displayed anywhere in the mobile app. I haven't the slightest idea what information the requester might have specified. For example, we have software installation as a service item and the requested specifies in the form which software they need. I'm forced to go through my phone browser if I want to see any more details. Silly.

Limit Incidents to certain WorkspacesClosed

We have several different departments using our fresh, and the majority of them use Service Requests for their tickets, and do not want people to create Incidents for their Workspace. IT on the other hand, wants people to create incidents and services requests.  Please create a way to hide certain workspaces in the drop down when a requester creates an incident.  Thank you!

Assign users to a service item from contractClosed

When creating a contract, you are able to add multiple service item, all with their own costs and quantity. This makes sense for software. I.E. you can have multiple license types for 1 particular software asset. However, currently its not possible to assign users to the service item of a contract. I need to create contracts for all different license types ...

Feature Request: Custom SLA Under 15 MinutesClosed

Hi!We have a customer serves big brand companies, that has expectation in Custom SLA Under 15 minutes (e.g. 5 minutes), for Healthcare Industries that urgently need queries solved at the earliest in some cases within operation. Hopefully this feature can be considered in the future product roadmap that may also related to other global customers or users of Freshworks.Please do keep us posted. Thanks!

New Feature | Trash folder searchableFuture Consideration

We sometimes have human errors and need to recover emails from those areas.However since we now have 400+ pages worth of email in those, it is impossible to find items. Please add a search function.

Replies to ticketsClosed

When I have replied to a ticket, the person that sent the ticket doesn’t receive an email of the reply to the ticket, anyone able to tell me why they don’t receive the reply?

Standalone admin role to allow the creation/publication of custom dashboards to agent groupsClosed

Currently, the ability to create dashboards is tied to the Agent management role in Freshservice. If you want to allow an agent to be able to publish/manage published dashboards, you are unable to do so without also granting them access to manage the agents, agent groups, and agent roles. Ideally there would be more role options to allow for more granular permissions on the platform.

Feature Request: Asset Management using Geo Locations TaggingClosed

HI!We have a customer serves big brand companies, that has expectation in Asset Management using Geo Locations Tagging for tracking Assets. This will help the company to track any Asset linked to the entities and avoid Asset of being lost or stolen.Hopefully this feature can be considered in the future product roadmap that may also related to other global customers or users of Freshworks.Please do keep us posted. Thanks!

Add more Sorting Options to Ticket FieldsClosed

Add Assigned to and Department as sorting options in the ticket field for better sorting of tickets in addition of the default provided options. 

Need Suggestions with Freshworks Integration for CRM Data SyncClosed

Hello Freshworks Community,I am currently exploring the possibilities of integrating Freshworks CRM with another software application to streamline our data sync and management processes. Specifically, I am interested in syncing customer data, leads, and sales information between Freshworks CRM and the external application.I would greatly appreciate any guidance or recommendations on how to approach this integration. Are there any pre-built integrations or plugins available that can facilitate the seamless exchange of data between Freshworks CRM and other applications? Alternatively, if custom development is required, what APIs or tools should I consider for building a reliable and efficient integration?If any community members have prior experience or insights into integrating Freshworks CRM, I would be grateful for your expertise. Any tips, best practices, or recommended resources would be invaluable in helping me achieve a successful and efficient data sync between Freshworks CRM and our other software application.Thank you in advance for your time and support!

List tickets under company/department entryClosed

Currently tickets will only appear under a contact, so if you were searching for a specific ticket or wanted an overview of recent tickets logged by a company, you would have to setup a new ticket view or look through multiple contacts.Having a list of recent tickets under the company/department profile itself would be highly convenient.

Improve Software/Installations Searching and TrackingClosed

Dear Team,  Would it be possible to improve reporting/querying software?  For example in organisations it is possible to have multiple versions of a software, for example MS Project, perhaps some users have version 2010, others 2016 and others 2019.  However, you want to trace all installations of MS Project.  If it is possible to search for Project, then see all the versions listed (which is already the case), however, if you can then select all the versions you are interested in, maybe a tick box, and then be able to view all the installations of all the versions in one screen/export.  This will help for volume license tracking and tracing all the installations of a product. Thanks!

Add Admin Setting for Collaborators that matches an Existing Setting one for AgentsClosed

The Agent setting "For forwarded emails, use original sender as requester" is very helpful.  I’d like to have a similar setting for Collaborators, so when they forward an email to the help desk, they do not become the requester.