Freshworks Ideas

Best Practices for Managing Customer Support in Streaming or Entertainment Apps?New Idea

Hey everyone!I’m currently helping run a content-streaming platform that offers live sports, movies, and anime via Android APKs. We’ve started to grow our user base, and support requests are increasing — mostly about login issues, app errors, and device compatibility.I’m curious how others in the entertainment or app-based industries manage their support channels. Do you prefer Freshdesk over Freshchat for mobile-first users? Any automation tips for repetitive issues? How do you deal with users on modded Android OS or low-end phones? Would love to hear your workflows, tools, or any customer success tips that work well for high-volume but low-ticket-value platforms.Thanks in advance! 

Built In Service Account for API KeysNew Idea

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 NamingNew Idea

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.

Turn Private notes public (and vice versa)New Idea

It would be great if we could turn private notes public.Currently we have to;create new notecopy private notepaste without backgroundcopy imagespaste imagespostdelete old note The ability to switch from private to public would be great. If this could be locked behind a certain role, it would also be perfect for training purposes.That way we can have a role without this ability and only the ability to create private notes and to make the teamleader to approve them and turn them to public quickly. Also the ability the other way round would be useful for logging. Requesters might receive and respond to a public note, that should be made private. If we delete the public note, there is no logging.

Google to Microsoft 365: Complete Migration OverviewNew Idea

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 terraNew Idea

The AI-generated resolution responses are not customer-centricNew Idea

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 DevelopmentNew Idea

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 for Voting

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.  

Analytics - Paragraph TextNew Idea

At the moment it does not appear you can export and report on Paragraph Text (Rich Text) within Freshservice. It does not appear a part of the data dictionary in reporting. Can this please be added (e.g. the description of asset types) so it can be pulled into reports?

Option to enable receiving Out of Office emails from requesters in ticketNew Idea

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 WorkflowNew Idea

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 BillsNew Idea

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 resolverNew Idea

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.

Let users play a mini-game while they wait for an agent to replyClosed for Voting

Instant response time is something all of us strive for, but that is very difficult to meet when interacting with human agents. As a chat queue increases, the response time increases and our customers start seeing messages like "Replying in under 2 minutes" or "Replying in under 35 minutes"While our customer is waiting for an agent to reply, can we allow our agents to play a small mini-game that can keep them engaged.

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

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 UsersNew Idea

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 datesNew Idea

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 SelectioonNew Idea

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

Set Default Views for New AgentsNew Idea

Hi everyone,I would like to suggest a feature that allows administrators to set default views and dashboards for new agents when they log in for the first time. Currently, each new agent has to go through an initial configuration to set up the correct views, which can be time-consuming and may lead to inconsistencies across the teams.Proposed Enhancement: Default Dashboard Configuration: Allow admins to pre-configure dashboards and views that automatically apply to new agents upon their first login. This ensures that everyone starts with a consistent setup tailored to our team's needs. Customization Options: Provide options for different user roles or departments so that the default configurations are relevant to specific job functions. Benefits: Streamlined Onboarding: New agents can hit the ground running without the hassle of initial setup, reducing downtime and enhancing productivity from day one. Consistent User Experience: A standardized setup across the team ensures that all agents have immediate access to the necessary tools and information. Reduced Administrative Overhead: Less time spent on individual configuration means that administrators can focus on other important tasks. I believe this enhancement would greatly improve the onboarding process and overall user experience for new agents. Thank you for considering this feature request! 

Approvals - Ability for the Approver to Answer QuestionsNew Idea

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 aliciaNew Idea

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

Allow Agents to have a multiple email addresses like requesters doClosed for Voting

When you look at a requester profile, you can add multiple email addresses.When you look at an agent profile, they can only have one email address. This presents a problem for us as we have two separate domains.Domain 1: Used for all systems setups including Active Directory, OneLogin (SAML/SSO), etc. Users are provissioned into Freshservice with this email account.Domain 2: Is simply an alias used for all inbound/outbound email communications.So for our agents, we're stuck on which email address we should set them up  on. If we use domain 1, they will continue to receive probe updates and automatically login via SSO. However if agents log their own tickets outside the system, they will be logged from domain 2.If we setup agents on domain 2, their tickets will be received fine into Freshservice. However, they won't be provisioned / updated automatically and can't SSO into the system.Having the ability to have multiple email addresses on an agent would help fix this solution. Have a primary email address which will continue to be used for provissioning and SSO but then also record their secondary email alias to capture email communications.Let me know if you require any clarification.

Templates for Inciddents for requestersNew Idea

Hello,Unsure if this has been raised before, I know we can create ticket templates for agents but i think this would be beneficial for requesters as this would allow Service Desks to format the ticket on what details we need based on the issue. 

Add Built-In Calculator & Learning Tools for Better Training ExperienceNew Idea

Training becomes more effective when users can apply concepts instantly. Integrating simple learning tools like an interactive calculator (similar to https://ti84calculatoronline.org/) within Fresh works products could help users test formulas, metrics, or logic in real time. This would bridge the gap between training and real-world usage, improving understanding, confidence, and long-term adoption.