Freshworks Ideas

A few ideas for the service catalog.Submitted

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.

PICK UP button inside a ticket - great improvement !!!Under Review

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 !

Reset an activity on a JourneySubmitted

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

Adjust Number of Agents Showing on Agent Availability WidgetSubmitted

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.

Automatic re-sending of unanswered CSAT surveys after X hoursSubmitted

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.

Move Tickets between Workspace with AutomatorSubmitted

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.

Subflow - Ability to add moreSubmitted

At the moment there is a limitation on how many subflows you can add to a single workflow. This creates issues when you are trying to streamline processes and manage administrative workload.  Creating subflows assistants with having to only create a process once and then add it in multiple locations so if anything changes you only have to update the one subflow, however - due to the limitations, this prevents us from being able to create mutliple subflows and add to a single workflow. Which creates more mess and more administrative work in the long run. Having the limitation lifted may assist with this process in order to allivate not being able to have a regardless condition in a workflow as well.

Marta Kostyuk The Championships Wimbledon 2026 Mini DressSubmitted

There is something special about traditional tennis dresses because they combine simplicity with sophistication. The Marta Kostyuk Wimbledon 2026 Dress captures that classic court-inspired feeling while still looking like a piece that could easily inspire everyday summer fashion.

Built In Service Account for API KeysPlanned

When working with Apps or Workflows that require API keys you must use an agent accounts API key. It would be great if there was a built in service account that had an API key you could use instead of having to utilize that of an agent. This could avoid issues with updating the API key if said agent is deactivated or converted to a requester.  

Asset Tag NamingSubmitted

From what I found this isn’t a thing yet but I believe it should be.We have different assets and would like to create different asset naming for themBusinessName-AssetType-00001 for example but having to remember what number your on is a pain, once you pick your asset type, it should name it for you.

Google to Microsoft 365: Complete Migration OverviewClosed

If you're planning a Google Workspace to Microsoft 365 migration, you're not alone. Many organizations are making the move to benefit from enhanced security, robust compliance features, and tighter app integration within Microsoft’s ecosystem. But the process isn’t plug-and-play—you’ll need to address email routing, data transfer, coexistence during the migration, and user training.To make your journey smooth, this YouTube video tutorial offers a full walkthrough, covering key topics like mailbox migration, calendar sharing, Drive-to-OneDrive strategies, and tips to avoid common mistakes. A must-watch for anyone preparing for enterprise-level migration.

nova terraSubmitted

The AI-generated resolution responses are not customer-centricSubmitted

They are written in the third person instead of sounding as though they were written by the agent, and the requester can see these notes. Can the AI be adjusted to generate resolution notes that sound like they were written by the agent?

Personalized Medicine Software DevelopmentSubmitted

Personalized medicine software development helps healthcare providers deliver patient-specific treatments using AI, genomics, and clinical data. It supports precision care, advanced analytics, and smarter medical decisions for improved patient outcomes.

Links to forum in comment notification emailClosed

The comment notification email (the one one you get when someone comments on a forum thread you are following) should have a link directly back to the forum thread.  This would help the recipient if they needed more context on the thread and hopefully generate more discussions/replies/community activity.  

Option to enable receiving Out of Office emails from requesters in ticketClosed

We have the following scenario that at the moment doesn’t work properly:Our customer (= requester) creates a ticket in our support portal A day later our agent sends a reply to the customer from within the ticket The customer is out of the office and has setup an automated out of the office reply in his outlook We expect the automated reply to show up in the ticket but it doesn’tWe have investigated this and freshservice seems to add a header to indicate that it doesn’t want out of the office emails as a response:X-Auto-Response-Suppress: DR, RN, OOF, AutoReply According to FS support, this is designed to prevent some kind of looping. This should be looked at once more, as not knowing that your customer is out of the office (and thus may no reply for a few days/weeks) is very annoying.

Making Grading Easier — How Easy Grader Can Streamline Your Education WorkflowClosed

Hi everyone — thought I’d share a tool I built that might be useful, especially if your team handles education, training, or assessment workflows.Easy Grader is a web-based tool that instantly converts test results (number of questions, wrong answers) into percentages and letter grades. No manual math, no confusing spreadsheets — just quick, accurate grading in seconds.We’ve had some great “aha” moments integrating it into training systems: Automating batch grading during review weeks Embedding the grader into learning dashboards Using it to generate consistent grade feedback across multiple classes If your organisation deals with assessments, quizzes, certifications, or training content, this tool might save you a ton of time and reduce errors. I’d love to hear feedback or see how others adapt similar tools in their setups.Happy to answer questions or brainstorm integration ideas!

Net Metering: A Smart Way to Save on Electricity BillsClosed

Net Metering: A Smart Way to Save on Electricity BillsWith rising electricity costs, many homeowners and businesses are looking for ways to reduce their energy expenses. Net metering is an excellent solution that allows consumers to generate their own electricity using solar panels and sell excess power back to the grid.What is Net Metering?Net metering is a billing system that enables consumers to offset their electricity bills by producing their own energy. If your solar panels generate more electricity than you consume, the surplus energy is fed into the national grid, and you receive credits on your bill.How Does Net Metering Work?Install Solar Panels – First, a solar power system is set up on your property. Generate Electricity – The panels convert sunlight into usable electricity. Use What You Need – The generated power is used for household or business needs. Send Excess Power to the Grid – Any surplus energy is sent to the grid through a bidirectional meter. Receive Bill Credits – The utility company credits your account for the extra electricity supplied.Benefits of Net Metering✅ Lower Electricity Bills – Save money by producing your own power.✅ Earn from Surplus Energy – Get credits for unused electricity.✅ Eco-Friendly Solution – Reduce your carbon footprint by using renewable energy.✅ Energy Independence – Less reliance on the power grid.How to Apply for Net Metering?If you're interested in applying for net metering in Pakistan, visit FESCO Net Metering to learn more about the process, eligibility criteria, and required documentation.By switching to net metering, you can enjoy long-term savings while contributing to a greener, more sustainable future. Start your journey toward energy independence today!

Analytics discrepancy: Tickets are credited to the assigned agent instead of the actual resolverSubmitted

Hello everyone,I am facing what appears to be either a reporting limitation or a process compliance issue within Freshservice Analytics.ScenarioLet's consider the following example:Ticket is assigned to Agent A. Agent A becomes unavailable (vacation, sickness, etc.). Agent B investigates the incident. Agent B performs the fix. Agent B changes the ticket status to Resolved. Agent B closes the ticket.The ticket activity log clearly records that Agent B performed the resolution action.Example:Agent B → Set Status as ResolvedHowever, the Analytics reports appear to attribute the resolved ticket to Agent A (the assigned agent) rather than Agent B (the actual resolver).Why this is problematicFrom an ITSM and operational KPI perspective, these are two completely different metrics:Ticket ownership Actual ticket resolution effortIn the example above:Metric Expected Result Ticket owner Agent A Ticket resolver Agent B If Analytics only reports against the assigned agent, then the productivity metrics become inaccurate.For example:Agent A may be absent for several days. Agent B resolves multiple tickets assigned to Agent A. Analytics still credits Agent A.This can significantly distort:Individual performance statistics Capacity planning Team workload analysis Operational reportingInvestigation performedI searched throughout Analytics:Standard reports Custom reports Custom metrics Custom attributesI was able to find:Agent Name Agent Group Name Resolved Date Closed DateBut I could not find any field such as:Resolved By Closed By Resolver Last Updated ByThe information clearly exists in the ticket activity log, yet it does not seem to be exposed for reporting purposes.Questions Is there currently a supported way to report on the actual agent who resolved a ticket rather than the assigned agent? Is there any Analytics dataset exposing: Resolved By Closed By Ticket Activity Author Audit/Event Owner Is this expected behavior by design? Has anyone implemented a workaround that remains ITIL-aligned and preserves accurate technician productivity metrics? FeedbackMy concern is that Freshservice currently allows an agent other than the assignee to resolve a ticket (which is operationally correct), but Analytics may not provide a reliable way to measure who actually performed the resolution.This creates a potential mismatch between operational reality and reporting reality.I would be very interested in hearing how other ITSM teams handle this situation.Thank you.

Add a Built-in Decision Wheel for Quick Team Polls and Tie-BreakersSubmitted

Many teams spend unnecessary time on small decisions such as prioritizing tasks, selecting meeting times, assigning ownership, or breaking ties during discussions.It would be interesting to have a lightweight decision tool inside Freshworks, such as a Yes/No/Maybe wheel or quick decision picker. Teams could use it for:• Quick approvals and tie-breakers• Meeting and workshop activities• Prioritization sessions• Team-building exercises• Small decisions that don't require a formal workflowI've seen simple decision-making tools like https://decidal.com make meetings more engaging and help reduce decision fatigue. A native version within Freshworks could improve collaboration and speed up minor decision-making processes.Would anyone else find this useful?

Multiple Department Heads / Prime UsersSubmitted

I brought this up in the past - yes, there is a way to allow people to see all tickets in their department, but if they are an Operations Manager or VP they oversee multiple departments. With AD Sync on, it will overwrite any departments we manually add, so that is not a solution. We need the ability to add multiple Department Heads and Prime users to departments. Many of our departments have “power user/main contact”, but the Directors and VPs would also like to view the tickets of multiple Departments. Those people are not in the same department as the users. Currently, can only have one Department Head and one Prime User, but we need multiple. Is there a way to “fake” the same access for other people so we can add multiple Heads/Prime Users? I have not found one.

Holiday schedule for holidays that change datesSubmitted

Currently the holiday schedule relies on a statically set day and month which can cause inaccuracies year to year. It would be helpful to have an additional option (for US holidays and likely other countries) to specify holidays in the following format -First/2nd/3rd/4th/Last “specific day of the week” in “specific month”.Examples for US holidays include Memorial Day always occurs on the last Monday in May. Another example is Labor Day always occurs on the first Monday in September. If this notation could be used and the exact date could be determined by the back end, the holiday schedule would be a “set up once” item.

Ticket Number in List View Column SelectioonClosed

Include the ability to add a column to the ticket list view that displays the Ticket ID, whether its Incident or Service Request Number. 

Approvals - Ability for the Approver to Answer QuestionsFuture Consideration

You should be able to add specific email templates to a workflow to be able to ask the approver specific questions so that the approver can add specific information that needs to be answered prior to the process being forwarded to another team. Or the ability to hide the approval and reject field from the email and forward them directly to the portal (for specific forms) that gets them to fill in fields before they click the approval button.

Building an advanced version of calculadora aliciaClosed

Hello. i am interested in building an advanced version of calculadora alicia where the animations would look like as if a boy was writing in his copy and the multiplication would look like a teacher is explaining the multiplication on the board. Same for addition, subtration and factorization as well. All of this inside the online calculator screen.will someone here help me