Freshworks Ideas

Analytics - summary FieldClosed

I would like to be able to use the Summary field in Analytics so we can create dashboards of outstanding tickets and include the text in the summary.

Freshdesk - Dashboard - To DoClosed

Hi, When I create a customized dashboard it should be possible to add the “To-Do” list.But it is only possible to see my list of “To-Do” in the Dashboard that Freshdesk automatically provides with the name:“My Dashboard”

Filter the searched solutions by language codeClosed

Hello,Hope you are doing well.I'm working in a project that integrates with Freshdesk.We are having some limitations with Freshdesk API and we would like to propose some improvements:It's related to the endpoint /api/v2/search/solutions?term=[keyword]We would like to retrieve the articles that has translation to a given language. Now it's a slow process get this result because we need to call the endpoint /api/v2/solutions/articles/[id]/[language_code] to every searched solution. This feature is highly relevant. I appreciate your help,Warm regards

Clone contract typesClosed

We have a number of custom fields we want to use on all of our contract types. It would be a nice feature to be able to either clone a contract type that has been setup with the fields, or be able to have a set of fields to attach to a contract.

Analytucs - Remove Freshdesj BrandClosed

Hi,I have disabled this option in Helpdesk Settings: “Freshdesk Support Desk Branding - Turning this off will remove the Freshdesk Support Desk branding in the footer of both your agent and customer portals” But in reports always appear the FreshDesk Brand like this:  This should not occur. If I have disabled all Freshdesk Branding I should be able to send an automatic Report to a customer without this brand.

Orchestration server for FreshpingClosed

We would like to monitor internal sites for our organization without exposing them to the public. Creating an orchestration server for fresh ping on one of our internal servers to monitor internal sites would be a solution. 

Can we have a automated and enhanced goal tracking app within our Freshworks suite of Products at no extra cost?Closed

The goal tracker will have: Comes as a marketplace app, so it’s installable across FW Products(Freshdesk, Freshservice etc.) Automated tracking of goals, no manual intervention whatsover. You create a goal, and we will track it for you. You can use webhooks to trigger events from other 3rd party apps like JIRA, PowerBI to use data from those apps to track your goals. Organisation level transparency. You will be able to see how your day to day impacts the org level function  and much much more..

Proactive Outreach - Utilize the companies/contactsClosed

The Freshdesk system has a Proactive Outreach module that allows you to import a .csv, however, your system should be able to automatically utilize the company/contact forums that your platform already hosts.  It would be nice if you could have it import and target specific company fields that are selected and even based off of job titles as well if you are doing it from contacts. The ability to build preset groups for this as well so they are already saved would be very helpful. 

Ability to be both a support agent and field technicianClosed

I would pay money to have a technician be both a support agent and a field technician. Our technicians go on-site to complete tasks, but work on everyday tickets when they are back in office. I would love to have the scheduling (and other functionality of field techs) for all of our agents.

Add SolarWinds -> Freshservice alerts integration for 'Applications' generated by the SAM module in SolarWindsClosed

I know ‘NPM’ is explicitly mentioned in the title of the KB article - Integrate SolarWinds NPM with Freshservice Alert Management (NPM = Network Performance Monitor), however only after configuring the integration I realized that the SolarWinds to Freshservice integration works only for alerts triggered on ‘node’ in SolarWinds and not for alerts triggered on ‘application’. If I’m using SolarWinds SAM (Server and Application) module and I want to be alerted on ‘Application’ I’m out of luck. Please make the SolarWinds to Freshservice integration customizable and/or include option on alerting on ‘Applications’ in SolarWinds.

FreshDesk x HarvestClosed

Add Harvest MFA via Google as a valid authentication mechanism to the FreshDesk developed Harvest App. Currently, the App only supports basic Harvest authentication; so on moving to the MFA protected Google authentication promoted by Harvest - the integration breaks. This was submitted as support, though advised to add as feature request

Add canned response when merging ticketsClosed

Dear All, it would be extremely useful to have the possibility to add canned response when merging tickets.Thanks

Integration Freshdesk and DevOpsClosed

Can I Integerate wordpress site to freshdeskClosed

Is there any guide available to integrate the WordPress website to Freshdesk

Task DependenciesClosed

It would be helpful to have the ability to create dependencies within the tasks on changes/releases.A task being dependent on completing another task first.

Add timer and/or time delay to Change Management WorkflowClosed

It would be helpful to have a time delay within the change management process to allow for larger scale workflows.  For example, our patches are part of our standard changes that we do not need approvals but we do need to send notifications.  The workflow would walk the form through the change phases, update the status, add notes, and email the CAB team.  Between all of these steps and status changes it would be helpful to have that 5-10 second hold between the steps to allow for the system to capture this information.

Unit of measure of time tracked to be hh:mm:ss instead of hh:mmClosed

Currently, agent’s time is tracked using Timer app. The output “Time Tracked” which is the cumulative effort of an agent of a ticket is expressed as hh:mm (hours:minutes). We want Freshdesk to consider having the units as hh:mm:ss (hours:minutes:seconds). This is to track time of tickets where agents spend less than 30 seconds time (closing bulk spam emails, marketing emails, junk emails, etc). 

merge a parent child ticket with a third ticketClosed

Hello,we have enabled the Parent Child Ticket feature. Although we have closed the child tickets, it is not possible to merge a parent ticket with a third (normal) ticket. At least the Merge button is not present.Is there a possibility to enable the Merge function for Parent Tickets?

Scheduled tasks vs Tasks with a Due DateClosed

How does FreshService (or it's users, for that matter) handle scheduled tasks vs tasks with a due date.  Most of the time, if we're putting in a task, it's for something that has to be done at a particular time, as opposed to when something needs to be completed by.Example: Scheduled follow up call for the ticket, on-site/desk-side appointment to work on the ticket.  

Change calendar functionalityClosed

The calendar function related to Change management is not very user friendly.  It takes a lot of work to maintain it because it is difficult to navigate with the current default behavior. I need to be able to filter to a time frame and keep that view. Currently after every change it reverts to default week at a glance view, it would be nice to see the item placed on the calendar or my last filtered view.I need to have "All Day" event instead of time based because we currently miss a 15 minute window to make the calendar look correct.I need to be able to edit reoccurring schedule, currently only edits the one you opened not all remaining events.I would like to import from calendar or send events/link to SharePoint calendar without needing a developer.I need to display calendar in viewers time format or in specific time zone, currently it defaults to the person who entered.I need to have variable time zone windows for different groupsI would like to add multiple dates at same time

Increase Custom FieldsClosed

We are increasing our use of creating incidents for different department agents in our organization.  Currently there is a limit to the number of custom fields you can create.  Is there a plan to increase the number of custom fields that can be created? Also it is hard to find information on how many custom fields are available.  At first I didn’t know if this was due to the plan we are using.  Can the number of custom fields be made readily available in Field Manager > Form Fields so we know the status and limitation?  

Creating new Ticket - select company and have drop down of existing contactsClosed

When creating a ticket it is quite easy to miss the contact you wanted therefore creating the person as a new contact and having duplicates. This causes incorrect data and extra work to clean the data in the system. The idea would be to have a search function for company, once the company is selected there would be a drop down that will show all the contacts within that company. This allows the user to quickly find the relevant contact.  

Analytics EnhancementClosed

Recently I tried to run a report in Analytics where I wanted to look at the % of tickets closed within 7 days of opening and % of tickets with 30 days of opening.  A ticket was submitted and I found that this feature was not available currently within the platform.  The widget filters in Analytics doesn’t allow for this type of search.  The widget filter is currently comprised of the following: On After Before Since In the Last In the Next Not in the Last Between Is Empty Is AnythingCan the widget field be enhanced to have “within”?  If it did users would be able to set the filter of the Closed Date to “Within 7 days” for example. Thank you for considering this as I believe it would be very beneficial.  

Canned ResponsesClosed

We think canned responses should be available in Freshworks CRM when answering to sales questions. Pretty much all CRMs out there offer that.

Ticket types HierarchyClosed

The ticket type field is extremely useful. However If we have multiple products in the same product line they all have the be listed in one list.Product 1aproduct 1bSoftware 2aSoftware 2b If we could get a multi Level set up so the drop down would just display the following at the first level. productSoftwareThen a secondary level that would be dependent on the first selection. Select Product the second drop down would appear displaying Product 1aProduct 1bIf you select Software at the first level the second drop down would showSoftware 2sSoftware 2b