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8733 Ideas

P
Apprentice
PiotrTadeuszApprentice

Searching Tasks is working poorlyNew Idea

Hello, I would like to suggest some improvement for searching individual Tasks in search bar. Currently search bar only works when typing in subject of the task. That unfortunately is not working smoothly when it comes to locating particular Task and especially when it comes to look thru tasks that are auto generated with certain service items. I have hundreds tasks with the same name and it is time consuming to go to a list and just search that ID next to name. Can this improvement be made so it would work like with Tickets module? 

0
P
Apprentice
Forum|Forum|5 days ago
Hubert.Panszczyk
Top Contributor ⭐
Hubert.PanszczykTop Contributor ⭐

Ability to add Conditions to Shared Fields per service itemNew Idea

Currently, shared fields can have Conditions added, but this is applied globally to every service item. It would be great to have the ability to add Conditions directly inside a specific service item to a shared field, so that the condition would apply only to that particular service item.In service item:In shared field manager: 

0
Hubert.Panszczyk
Top Contributor ⭐
Forum|Forum|5 days ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Improvements to Software and Contracts list viewsNew Idea

Seems such a simple thing but why can’t we resize the columns displayed when in the Software and Contracts sections?  One column has a ton of whitespace the and other wraps making it hard to read.  While at it, would love to see the ability to choose which columns are displayed in those areas.Space needs a bit of the love being shown in the tickets area.

3
liteblue
Forum|Forum|5 days ago
AutomatedDuck
Skilled Expert
AutomatedDuckSkilled Expert

Service Catalog - Make the editor like Journeys Form EditorNew Idea

It would be great if we could build the forms for catalog items using the identical interface that is used when building a form activity in Journeys. I feel it is a much better interface for building sections, managing dynamic dropdown sections and just an overall cleaner interface. It also allows us to put fields on the same line/row instead of one monolithic column. This would allow a more compact form experience and one that would allow a more user friendly experience.

1
P
Forum|Forum|5 days ago
el_jefe21
Apprentice
el_jefe21Apprentice

"Add Item" via mobile Freshservice appNew Idea

We have Freshservice Agents on our team who have stated that they are trying to do a Service Request while on the go, but the FS mobile app doesn’t have the ability once you have changed the FS Incident over to Service Request to actually Add an Item from the Service Catalog. The Agents who have lengthy commute times are wondering if FS Mobile could be set up with this “Add Item” featurte while away. If it was there, associated ticket automations with an SR could be processed efficiently. And the web page instance of FS is unwieldy to navigate over Chrome browser on both a tablet and a smart phone.Does anyone else come across this feature request? And would your FS Agent teams find it useful, especially where it may concern automations for Service Requests?

1
P
Forum|Forum|5 days ago
N
Apprentice
nick.gattApprentice

Bulk import & bulk modification of Contracts, Vendors, Relationships etcClosed for Voting

Few of the areas of Freshservice allow for bulk upload or bulk modification. To populate the system is time consuming and not best use of agents's time. Consider adding the ability to download a template that could be populated with data and then uploaded to Freshservice. If data is already present, the template download should contain the existing data, allowing the user to add to it or modify it as necessary. When uploaded, the changes are made. (This should work much like the MS Dynamics CRM way of uploading or modifying data through tempate downloads which contain all the hidden IDs or GUIDs necessary.)

2
G
Forum|Forum|5 days ago
James BIK
Apprentice
James BIKApprentice

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! 

10
S
Forum|Forum|5 days ago
Johannes.CPL
Apprentice
Johannes.CPLApprentice

Ability to configure the language on the login pageNew Idea

Hello.We would like to maintain or limit the possible language options on the login page for the user registration. As the customized fields or specific articles are only translated in the main languages we think a limit language option would make sense and improve the usability.   

0
Johannes.CPL
Apprentice
Forum|Forum|6 days ago
T
Contributor
TylerSSLContributor

Allow More Visibility Control on ScenariosNew Idea

It’d be nice to be able to hide certain ‘Scenarios’ from being executed unless the Ticket opened or selected matches a certain condition (i.e. Type). If this is not possible or feasible, then let us add a Condition on Scenarios that would prevent them from executing. 

0
T
Contributor
Forum|Forum|6 days ago
L
Apprentice
liamApprentice

Support for tracking WATCHED tickets through APINew Idea

I’m using these API calls to assist my team through our AI Agent:Tickets  - GET /tickets   - GET /search/tickets?query=... (Lucene-style filter) But we all have a number of tickets we’re “Watching”.There is no concept of "watchers" exposed on the API at all.How can we get a list of tickets that a specific user is watching?

0
L
Apprentice
Forum|Forum|6 days ago
julia.a
Top Contributor ⭐
julia.aTop Contributor ⭐

Change agent to collaborator and vice versaNew Idea

Currently when you want to change an agent into a collaborator account you have to first delete the agent and then create a collaborator account for them. You also cannot change collaborators to agent accounts either.It would be practical if you could change the type of account without having to delete it first.

10
julia.a
Top Contributor ⭐
Forum|Forum|6 days ago
Inayathullah
Apprentice
InayathullahApprentice

Managing Document Expiry Dates Without SpreadsheetsNew Idea

As the number of important documents increases, tracking expiry dates manually becomes difficult. Most teams still rely on spreadsheets, calendar reminders, or email follow-ups, but these systems become unreliable over time.This is especially common for:passports visas contracts insurance documents licenses compliance certificates employee recordsA missed renewal can create delays, penalties, or operational issues.That’s why I started exploring better ways to centralize document tracking, expiry reminders, and renewal management in one place.Recently came across DocuAlerts which focuses on:automated expiry reminders secure document storage renewal tracking centralized visibility for important recordsCurious to know how others are currently managing document expiry tracking and renewal reminders at scale.

0
Inayathullah
Apprentice
Forum|Forum|6 days ago
claytonsaid
Top Contributor ⭐
claytonsaidTop Contributor ⭐

Align Ticket Categories with Service ItemsNew Idea

I’m sure that most of us will agree that the vast majority of IT services will require the ability to raise related Incidents (Report an Issue / Ticket) and/or Service Requests.  Therefore for every new IT service being provided one needs to create both a new Category/Sub-Category in the ticket Field Manager and a Service Item.Our system integrator helped us to design a workflow that associates a Service Item with its corresponding Category/Sub-Category via a Custom Object.  This is required for analysis and oversight.    However, I strongly believe that there should be a built-in feature that allows you to correlate or align these two aspects (in the Field Manager or whilst editing a Service Item).   I would like to hear your thoughts on this.  What is your approach? 

5
boothcoolapk
Forum|Forum|7 days ago
Rich Downey
Contributor
Rich DowneyContributor

A few ideas for the service catalog.New Idea

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.

6
M
Forum|Forum|8 days ago
V
Contributor
victor.prataContributor

Side-Menu "Dashboard" icon looks like a question-markClosed for Voting

Users might associate it with an "About" or "FAQ" link. The icon-graphic could use a clearer symbol

7
3r777game
Forum|Forum|9 days ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Attention to Tasks NeededOpen : Open for Consideration

I believe that FreshService is missing a huge opportunity when it comes to the way tasks are handled. We just rolled out FS and I was hoping to use tasks in order to structure clearly defined processes within our organization. The idea is that a SR would be submitted and tasks created for groups that had work to do in order to fulfill the SR.The problem?Tasks are not working that well in FS. I see three different problems that require some solutions and improvements in order to make this function the way most people would expect it to work.No unique task URL. Since I’m assigning tasks to a group and not an individual, it takes multiple clicks for a user to see any upcoming tasks. (My Work → Tasks → My Group Tasks → Upcoming). If there was a unique URL, the URL could just be bookmarked. We tested this, but that doesn’t work. There is no UI notification when a new task is assigned. Like incidents, it should be easy to put a red bubble notification with the quantity of tasks assigned - as I mentioned previously, there is no UI notification that a task is assigned - you have to rely on the email and that is easily missed. Lastly, I have been looking for a solution - it seems that for years, people have been begging to get the tasks updated, so I’m not very hopeful that this request or any other will benefit the community. I think tasks could be used very powerfully for organizations where a ticket doesn’t need to bounce around, but instead just one ticket could remain open while groups complete their tasksI hope to see FreshService put some effort into the tasks - as I mentioned previously, they could be very powerful to organizations that don’t want to unnecessarily open child tickets to accomplish a task. The days of moving a ticket from group to group should be over - that’s a slow way to handle customer service when multiple groups need to be involved. Tasks are the future; we just need to treat them that way.

19
mmccoy
Forum|Forum|9 days ago
ptoridactyl
Apprentice
ptoridactylApprentice

Grant Extra License for Integrations Requiring API KeyOpen : Open for Consideration

Maybe I am doing this wrong, but a lot of the integrations from the marketplace (and webhooks initiated in the automations) require a users api key. I think this is really poor practice, as a lot of the integrations are using my API key. So if I leave, that API key will no longer be available and all the automations and webhooks will break. Unfortunately there’s no static API key outside of a user granted in the freshdesk system, and I feel like it’s kind of insane to have to pay extra money for an additional user license to have this all not be a SPOF.

52
J
Forum|Forum|9 days ago
J_Wood
Apprentice
J_WoodApprentice

Ability to open tickets in tabs within a single browser windowNew Idea

Please can the ability to open tickets in tabs within a single browser window be added, this will make working on tickets of the same type easier to view without having multiple browser tabs open at the same time. Other service desk providers have this functionality and I have found it very useful.

3
Treated
Forum|Forum|9 days ago
T
Apprentice
thiagoroshiApprentice

Easy way to view if a ticket have a solution (KB article) linkedNew Idea

Related to this post, in our use case we need a way for the QoS team to easily identify whether agents are linking Knowledge Base articles (Solutions) to tickets.Currently, it is difficult to see this association, and we would like to know if there is an existing method or a possible enhancement to make this linkage more visible and easier to track.We are aware that it is possible to create a report using the Data Export option, but we are looking for a more native and straightforward way to view this information, similar to how it works in GLPI, for example.

0
T
Apprentice
Forum|Forum|9 days ago
J
Apprentice
jpcloseApprentice

Save generated documents from service item without having to email requesterNew Idea

When linking a document to a service item. Can there be an option alongside “Generate and Send/custom email” that is just “Save to private note”? This then just saves the generated document as a private note.We have a few items where the details entered are then filled into a form and sent to a supplier. We don’t want/need to the requester to see this but Fresh only allows generate and send to requester.I believe a janky solution can be accomplished in the workflow automator using the api to change the requester temporarily but just a button to save to private would be a much easier solution. Thanks,

0
J
Apprentice
Forum|Forum|9 days ago
G
Apprentice
gokhanrzApprentice

Service Request Form Calls from WorkflowsNew Idea

Some processes require multiple forms to be filled by different people in different stages. When translating this to a workflow, it always results in suboptimal solution that requires too much manual work from the agent.Instead, after a step, the workflow can send a task to a person to fill a form, result of which can be added as a child ticket to the initial ticket that triggers the workflow automation.Also, having invisible service request forms that can only be accessed by their URLs would be really good. This way, only the person, who needs to fill the form at a certain stage, can see and access it through a certain link.

1
Daniel Söderlund
Forum|Forum|10 days ago
D
Apprentice
Dawn SchoApprentice

Dashboard Reporting Views, Widgets alignment with Analytics Reporting.New Idea

Allow the Analytics views and options on the FreshService ‘Dashboards’, which are currently limited in capability, widgets and scope. This feature is available in FreshDesk, see example below.Simply stated.  When working with Dashboards in FreshService, it would be nice to leverage the Analytics, views, options and filter choices.   

0
D
Apprentice
Forum|Forum|10 days ago
C
Apprentice
chuntleyApprentice

Allow requesters to save progress on service catalog itemsNew Idea

It will be helpful if requesters could save their progress on service catalog item forms and come back to finish them later.In our organization, some catalog item forms (especially on the business teams side) can be longer and take more time to complete.  If they enter information on a form and realize they need to get more information or come back to it later, they need to start over again.  Adding this functionality will be a big time saver and improve requester satisfaction.  

0
C
Apprentice
Forum|Forum|11 days ago
M
Skilled Expert
MDaviesSkilled Expert

Add Workflow Automator Action - 'Add Resolution Note'New Idea

Within the Workflow Automator I think it’s time we were given an Action which allows for a Resolution Note to be added under various circumstances.This can be similar to the existing Add Note Action except of course targeting the Resolution Note field:This should also allow for Placeholders to be used when populating that Resolution Note.I realise that this is already achievable by leveraging the API in regards to the "resolution_notes" or "resolution_notes_html" fields to populate this but why, time and time again, must we quickly switch to expressions or web requests to achieve simple tasks?

4
jrothfork
Forum|Forum|11 days ago
G
Apprentice
gokhanrzApprentice

Adding form parts to an email sent via workflowNew Idea

In Freshservice workflow, sometimes you need specific information from 3rd parties. If there would be possibility to add dropdowns or buttons to an email, which can be used as an output, it would have been great.

0
G
Apprentice
Forum|Forum|13 days ago

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