Freshworks Ideas

Add CC to email actions in FreshserviceClosed

Hi all!I would love to see the addition of CC to the Send Email to-action in Freshservice as a separate field and not only as a recipient placeholder as well as a checkbox in Send Email to Requester-action to include CC would also be a nice addition.-- A separate field for CC below “To” in this screenshot would help a lot! 

Ability to search within Filtered ResultsClosed

solution article categorizationClosed

I want to categorize my Solutions Portal and I want certain people from my company to be able to access certain documents. I want each user type and/or Group to access only certain categories or articles.Is this possible? I know you can create segments for Customers and Contacts - but can you create segments for agents?

add option to limit “For forwarded emails, use original sender as requester” only to internal domainClosed

We use Freshservice as a Helpdesk system for our internal users only. Most of our users are already used to using the support portal or writing an email directly to the system. Some users are still writing directly to one of our IT staff. Therefore, the option “For forwarded emails, use original sender as requester” is very handy.But we also have now and then the case, where our IT colleagues forward mails from external addresses to the helpdesk system. And then the ticket is created in the name of the external sender and a notification mail is sent to him.We would like to avoid this case. We therefore request for an option that this only applies to internal or defined domains. When an agents forwards a mail from an external domain, the ticket should be created in the name of the agent himself, like it is the case for the requesters.Regards

Auto Save required when Ticket Properties are changedClosed

When making a change to the Properties of a ticket, it would be great if these changes, auto saved.We find when working an many different tickets at once and then also being interupted with phone calls, that sometimes these changes are not applied because “Update” was not selected. If an Auto Save feature is not required by all, perhaps it could be an option where each could have this set to be Auto Save on or Auto Save Off.  

Add ability to track/report on link between Freshdesk and FreshserviceClosed

I require to be able to report on the link between the Freshdesk ticket and the corresponding Freshservice incidents/service request.Ideally by simply adding somehow the Freshservice reference number in an exportable field in Freshdesk; a field that can also be added in a list view as a column.and/orby adding to the reporting feature to drill down the incidents threaded to the tickets within Freshdesk.This will make it easy to report on how many Customer-facing tickets have been escalated to internal teams.Thanks,Mikael

Blurry vision | font style in FreshworksClosed

Hello there, I found that Freshworks has been changing their website style recently. But I hope that you guys please stop using this font type:  It’s quite difficult for me to read the solution article.

Date and time on latest activitiesClosed

Hello. We would like to get time for the latest activities. Now it say for example 1 hour ago, but we would like the date and time.   

Sent mailboxClosed

We want a "sent mailbox" that contains all the sent mail in the same way as the “trash” and “spam”. Right now, we can only see our inbox with open tickets, trash and spam. If we want to go back and see what we sent for example a week ago, then we have to search for a specific ticket. 

Company names are truncated in list of matching search resultsClosed

[Text below copied from FD support ticket 11383855 ]If you search for a company from the Companies page in the agent portal, matching results are displayed in a floating box below the search box.  If the names are long and similar, only differing in the final characters, the user cannot distinguish the matching results.   See attached annotated screen shot. Suggestion to resolve this design flaw:Widen the box that displays the list of matching companies  or Apply text wrapping to the company names Display the full company name in a tool tip    

Attach a Picture of our assets and have condition images Pre and Post deploymentClosed

The ability to add asset images as a thumnail would be great but we should also have the ability to add images to each assignment to a user and when returned we get to add a report of the condition and damage as well as images.Sort of a check in and out report

Service request form - field validationClosed

We would like to be able to validate data at the time of logging the ticket. We have to ask for national insurance numbers for new employees, it would save additional emails to the customer if we could ask for the number in the format LLNNNNNNL as we use scripts to create users.Similarly we would like to be able to verify email addresses are in the correct format. 

Understand how end users lands on solutions articlesClosed

We have trouble understanding how end users find our solutions articles : for example which keywords they use?It would be nice to understand what they searched forthe replay session is nice but is not scalable : it’s only one by one, not many 

Scheduled Follow-up on a ticketClosed

ON a ticket by ticket basis I want to select a follow-up time frame which will put the ticket on WFI hold then re-open that ticket when the timeframe arrives. Agent In a message to customer: “I would be happy to follow up with you in 2 days with tracking” sets follow up for 2 days from now ticket goes on hold ticket automatically reopens 2 days later agent follows up with customer as promised Ticket is resolved.is this a thing and I am just totally missing it?

Favourites sidebarClosed

I'd love to be able to save a favourite "view" down the sidebar. That would be fabulous. Screenshot of what I mean… I quite often switch between “Tickets I’m watching” and “Unresolved Tickets” Thanks, chris

Email (No) TruncationClosed

Before migrating to Freshservice, we’re looking forward to use it to respond (email) to our clients. And we’re surprised to know that it limits / truncates the thread by removing old emails when sending out. Freshworks explained this was done so as “user-friendliness” and to avoid performance issues.While there is merit to this design and Freshservice can keep this, our organization is expecting this shouldn’t happen, i.e. no truncation or conversation limit, when it sends out the email. It MUST preserve the whole thread as it help with history tracing rather than going through multiple versions of the same thread and find out the whole story.

CC ManagementClosed

We have one main service email adress embedded in Freshdesk. All other emails forward to this one. When we reply to a ticket all the other emails apperar automatcalli in the CC which brings me to the idea to have a extended CC management where you can block specific email adresses from the list. Or set if you include customers CCs in the answer e.g.

Reports on FchatClosed

I think it would be very helpful if in the Fchat reports, if we were able  to see the conversation id, to identify from where the data in that row came. Today, the conversation ID is a field that isn’t available in the reports, and that sucks.

Unmarging ticketsClosed

Hello,It would be interesting for the product area to provide a resource to unmerge tickets. Sometimes, our employee forgets and merges a ticket, putting the main one wrong. Therefore, we were unable to generate this ticket in our report as it became secondary and we were unable to reverse the merge. Regards, Rodrigo

Merged ticket subject line should be changed to "Merged into TicketID"Closed

When a ticket is merged into another ticket, that original ticket should have its subject line changed to something like “Merged into TICKETID”; where TICKETID = ID of new ticket.There is currently no way to suppress merged tickets in List View because the FS Field MergedTicket is not available to add to FS List View.Thanks!

Merged ticket adds customer response as an email replyClosed

At the moment, when merging a ticket, Freshdesk adds the response as a private note. So when we respond after the merge, the email no longer includes their merged response. This means our customers will have trouble tracking the conversation since they mostly use email when communicating to us. Could the merged response actually merge the ticket and add the response like an email would and not as a note? Thanks

Support for Shared Drives in Google Drive, and ability to upload an attachment to a Shared DriveClosed

Businesses use Shared Drives, not MyDrive.The Google Drive app needs to show Shared Drives. This can be accomplished by adding 2 small edits  into your Picker code. I see this was requested originally over 3 years ago but the ticket was archived without comment.Please get this implemented.It would also be very convenient if we could upload attachments in tickets directly to a designated Shared Drive.

Add notifications for AlertsClosed

As a users I want to get a notifications when new alerts is add.We prefer to see the notification on the “bell” or next to the “alert” icon.  

Edit ticket contact with scenariosClosed

We use scenarios a lot, and one thing that’s missing, is being able to edit the ticket contact through them.

Ability to copy the required columns in the underlying data from metric to anotherClosed

In analytics currently, when we configure multiple metrics and in the underlying data for each metric we have to choose the required columns manually each time for each metric, I think there should be an option to copy so that the manual efforts can be reduced or we should get the option to choose the required fields to display in the underlying at the beginning.