Freshworks Ideas

Asset stock and inventory management with automated notificationsClosed

Refer attached document for details, as I am unable to insert images here. If you are an asset manager looking to optimize the number of “In Stock” assets and minimize overheads, the below automation setup will help automate receiving notifications when the number falls below a certain threshold. This can be extended further to create new purchase orders, or raise a service request to process purchasing more assets and improve service availability.Say for example, the asset type in question is "Desktop" and there are 5 desktops are left in the inventory stock and this should be considered as a trigger for the notification to be sent to the asset management team, which is set as the "managed by group" for the assets.Next would be setting the trigger for the automation to run, which is when a desktop is requested and one of the desktops in your inventory is assigned to a user and the asset state is changed from "In Stock" to "In Use".  This change in asset state can be considered a trigger for the automation to alert the asset management group about the number of assets that are remaining in your inventory.Note: For the automation to work, you will have to make sure that assets in your inventory are managed by a team or at least to be managed by a specific agent.

Activity buttonsFuture Consideration

Hi FS Dev team, It would be nice to have a few buttons that live at the top to make working the tickets easier. It would also be nice to have a customizable UI setting to set what we would like to use in the admin section. Basically like a wordpress site were you can check boxes to enable certain buttons in the UI. The added buttons that would make our lives easier are:Open - Sets ticket to the open status, we have the auto timer app that tracks time for us so having a one click button to start working will save us from not having time tracked. Pending - This would be nice if we can actually use this button dynamically based on what status we have set up. We only use pending when waiting on replies.  ResolvedCurrently there is already the closed button but we never “close” tickets manually so its wasted space. 

Asset stock and inventory managementClosed

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Increase / Decrease the ticket field size.Closed

Can we set the textbox height from the ticket field section. I already did this from the Portal customization section.I believe this will be great addition to ticket_fields section.  

Show the tickets if the contact is in the cc or bcc.Closed

Change Froala text editor for Message TemplatesClosed

When adjusting the default message templates with emojis, the text editor breaks and the template becomes unusable, generating a limitation in the content that can be used as a Template.Please unify or update the text editor, so that it is not an additional limitation to the user for their different activities and needs.

Dashboard visibility via Freshdesk AppClosed

I would like to be able to see my Dashboards when accessing my system via the Freshdesk app.

Missing the trashcanClosed

The new ticket interface no longer has a trashcan icon where I can delete a task  with one click.  Now it takes multiple clicks.  Editing the task used to be in the same frame, now it’s a flyout.  Neither enhancement is appealing to me… just saying….I don’t want to go back to the old interface, either.

The widget can be re-position from bottom but got issue with the browser heightClosed

Currently, we can set the widget offset from the bottom. Default value is 20px. If I set it to 80px, the widget header is hidden in some screen resolution. I can set the height manually, but it’d be perfect if the widget is automatically re-calculate their height based on the new offset. 

Integration of Tango for fast and easy article creationClosed

I’ve come across an instagram post last week that talked about Tango, the chrome extension that records your steps to make a super fast step by step guide to do something. I’ve tried it out this week, and going forward I would like to write all of my knowledge base articles this way.  Currently the only way to export is as a pdf, html, markdown or to live embedd it.  It would be really great if freshdesk could get some integration with Tango, so I put my tango articles directly in the knowledge base. 

Add an option to specify to include the http:// when inserting linksClosed

Hello, When inserting a link into a help article or into a reply on a ticket I have noticed even if I do not specify it that a http:// is auto added to the field. While this is a good idea maybe we can get a check box to remove it or something along those lines. We are a macOS based company and can use links to open applications installed on the Mac, the links need to be formatted this way: appname://  However using the link field the “:” is removed after the app name and then http:// is added in the front breaking this feature for macOS. It would be very beneficial to be able to use this link format in our solutions to provide better assistance to our end users. 

Possibility to edit "My dashboard" section for all usersClosed

Admin should be able to edit “My dashboard” section for all users instead of creating a new one.So I can exclude groups for example for the ticket counts.

Ticket lifecycle - FreshdeskFuture Consideration

Many times to find information related to the SLA violation of a ticket I found myself going through Freshdesk logs or I had to pull API to get ticket statistics; also sometimes I just wanted to know which agents were available or simply why a ticket was assigned to a specific agent and I miss the clear and transparent way in which Freshcaller shows the lifecycle of the call.I fully understand that we have within the ticket the "show activities" option that shows you all the event log of the ticket but I am missing some summary data that would help me to identify at a glance the essential statistical data of the ticket and especially the ticket assignment part where I can see which agents were available to attend that ticket.I leave you some modified screenshots with the information that I consider useful and I will be waiting for your opinions about it. Looking forward to hearing from you Thank you

Customer View (Date/Time Stamp) IssueClosed

The agents are able to see a complete timestamp from the ticket details page in the agent portal but the customers are not able to see the complete timestamp (See examples below). Is there anyway that the customers can see the same timestamp as the agents in their portal? Here is an example from Agent Portal: Here is an example from Customer Portal:  

Unlink tickets (Parent/Child)Closed

It is great that there is parent/child ticketing in Freshdesk. However there is no possibility to unlink a ticket when the connection is made. The only way is to delete the ticket. It would be great if it is possible to unlink tickets.Eg: Agent accidently selects the wrong ticket 

Be able to customise our own email notification templates with HTML and CSSClosed

Why are we not able to customize our own email reply template notifications with HTML and CSS with our own branding? We can only edit what that message says in the notification also a preview button of what said email notification looks like would be extremely helpful.Almost like the way shopify can preview and change what email notifications look like.https://youtu.be/w2-99vZH_Ps?t=63

Turn off Notification that a Note has been added?Closed

Is it possible to TURN OFF the email notifications for when Notes are added to tickets? We can modify almost all the other email notifications, but not the notifications for notes.   Notes are added to tickets on a regular basis. Support members are expected to regularly keep tabs on their open tickets. So these unnecessary notifications just flood our inboxes and get ignored.

Too many keyboard presses needed to enter times like 5 minutes when logging timeClosed

How do I easily enter 5 minutes when I log time? Entering 00:05 or 0.083333333 takes too long, and if I enter just 5, it gets interpreted as 5 hours. In other excellent tools like JIRA Service Desk, you can simply enter “5m” for 5 minutes. In fact, any minute amount that does not easily convert to decimal format is hard to enter. For example, 5, 10, 20, 25, 35, 40, 50, 55. You should provide an easy way to enter values like that. My idea is to allow 5 minutes to be entered as 5m, like in the excellent tool JIRA Service Desk.  

Amazon SES integration to view email history and delivery statusClosed

We use Amazon SES for Customer & Order notification emails:https://aws.amazon.com/ses/It would be amazing if you could develop an integration with that, similar to the one for Campaign Monitor, to show the sent email history and delivery statuses.

Freshdesk "email" editor should have a format painter button like Outlook email editorClosed

The Freshdesk “email” editor should have a format painter button like Outlook’s excellent email editor. Please add this functionality. It is a huge time saver. Most email and document editors in the world have this function. 

Please remove requirement for out of office schedule having to start at least 15 minutes into the futureClosed

Idea: Please remove the requirement for out of office schedule having to start at least 15 minutes into the future.When I tried to set an out of office schedule that starts less than 15 minutes into the future, I get the error “Start time should be at least 15 minutes from current time”. How do I remove that 15 minutes buffer? I should be able to set an out of office schedule that starts immediately. Why? Here are two (of many) possible reasons:I am seriously ill and I need to leave the office immediately. I am on vacation already and I just realized that I forgot to set my out of office schedule.Why do you have this 15 minute buffer? It makes utterly no sense. Outlook’s excellent email editor does not have this 15 minute buffer. In Outlook, you can set the out of office reply to start immediately.

Freshdesk "email" editor should have visual indicator of hyperlinksClosed

When you create some text in the Freshdesk “email” editor and you add a hyperlink to it, there is no visual indicator that it is a hyperlink. The only way you know it is a hyperlink is to hover your mouse over it. That is way too inconvenient, especially if you are sending a long message that has many hyperlinks it.Outlook’s excellent email editor does have a visual indicator (the hyperlink gets underlined). This visual indicator saves the user time.So my idea to to please add the visual indicator (underline) to hyperlinks.As a general suggestion for your Development Team: If you want Freshdesk users to always send emails from Freshdesk instead of Outlook, you MUST add all of the great user friendly features of Outlook’s email editor to Freshdesk’s “email” editor. Only then will Freshdesk users embrace the Freshdesk “email” editor and ditch Outlook permanently. Until then, your users will say “I wish Freshdesk did this great thing that Outlook does”. Do you want to be the market leader or the market follower?

Product SearchClosed

It would be easier to navigate and manage Product names if there is a search feature on the Product section. There are cases that we need to check through the products to know which devices and vendors it is linked to. The only way is to scroll down.

FAQ SPAMClosed

We get thousands of SPAM tickets & emails through our FAQ voting system. So many that we have now had to remove the feature as the spam was bringing down our email servers. Why can’t a simple reCAPTCHA be put on FAQ feedback to stop spam? it’s surely a simple solution?

Be able to use call robot for abandoned/missed/voicemail callsClosed

Hi there:) I have a Feature Idea which I really would be loved to be done in the future. i have written it as a User Story for developers;)"As a Agent/Admin I would like all Calls that have not been taken, on a timeframe i specify, to be available in the Callrobot as a list so i can effectively call all people i missed in a row quickly and easily"