Skip to main content

Latest Announcements

alyssia.correa
Skilled Expert
Product IDEAS Section | FAQs
10
alyssia.correa
Skilled Expert
🚨 ANNOUNCEMENT !!!! Update on PRODUCT IDEAS Section 💡
12

Ideas Status Pipeline

8520 Ideas

R
Top Contributor ⭐
RobCrossTop Contributor ⭐

Holidays - Add the Year!New Idea

When setting up holidays in FreshDesk, please can you allow the proper use of the calendar.  Currently we just setup the day and month of the holiday, but in the UK (and I’m sure elsewhere) the public holidays change every year.Adding the year to the function would mean we can setup the next couple of years holidays in advance, and retain the history for audit purposes

2
J
Contributor
Forum|Forum|7 days ago
Aarturs-lv
Apprentice
Aarturs-lvApprentice

Risk of SLA violations due to delayed holiday calendar availabilityNew Idea

The Problem:At the end of 2025, we couldn't enter holidays for 2026 because the system's calendar for 2026 wasn't ready yet. This meant someone had to log in on January 1st, 2026 (a holiday!) to enter the holidays manually. This caused problems with how our ticketing system calculated response times.This led to incorrect "violation" marks on some tickets, which were received before 2026 calendar holidays were entered let us enter next year's holidays before the current year ends.

1
J
Contributor
Forum|Forum|7 days ago
J
Contributor
jpatoskiContributor

Allow typed dates and date ranges in Holiday dates (Business Hours)New Idea

Multiple improvements could be made here:you can’t edit existing holidays - would be very helpful to simply change the date in each successive year. Instead you have to delete and re-add. you can’t type in a date (2025-07-04, 07/04/2025, July 4, etc.) - you HAVE to use the datepicker, so to set your December holidays in January requires at least 11 clicks, as opposed to just typing in a date.  you can’t set date ranges - say for a staff retreat, or for an extended holiday break. Instead of typing “December 25-January 1”, you have to click 11 times, multiplied by however many days your break lasts.  Considering setting your holidays is something we have to do every year, this seems like a very easy friction point to address. 

0
J
Contributor
Forum|Forum|7 days ago
D
Skilled Expert
dbetlowSkilled Expert

Loop over array of objectsNew Idea

The addition of loops is nice, but since it can’t loop over the requested items in a service request, we’ve resorted to using a web request.  However, there are multiple attributes of the requested item we need to manipulate in the loop, so simply being able to loop over an array of strings or numbers isn’t particularly helpful.

0
D
Skilled Expert
Forum|Forum|7 days ago
claytonsaid
Top Contributor ⭐
claytonsaidTop Contributor ⭐

Remove dependency on Reporting Manager email link in OnBoarding JourneyNew Idea

The entire OnBoarding journey depends on the link in the email sent to the Reporting Manager in the second stage. If they are not available (and they forgot to set the delegation), the flow is stuck and no tickets are created.  The only way is to - assuming you have access - go to the Sent Items of the mailbox associated with FS and forward a copy of that email to someone else.   I strongly suggest that Freshworks re-visits and removes this dependency or provides a workaround within the platform itself rather than depend on an external factor (email) for the journey. 

4
claytonsaid
Top Contributor ⭐
Forum|Forum|7 days ago
D
Active Contributor
David ErnstActive Contributor

Contracts calculating cumulative totals - formulas in ContractsNew Idea

I am wondering if there is any way to have Freshservice Contracts automatically calculate the amount paid to date.We have several contracts that utilize a monthly or quarterly subscription payment plan.  In some cases, we may cancel the subscription partially through the year, either because it was determined not beneficial or due to budgetary constraints.  It would be helpful to have the Contract Moule calculate how much was paid out for the duration of the contract up to that point.Is there method to include a formula in a Contract field ?

1
richard_wills
Forum|Forum|8 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.

15
L
Forum|Forum|8 days ago
Leadsflex
Apprentice
LeadsflexApprentice

Improving CRM + Automation Insights with GoHighLevel in Service WorkflowsNew Idea

Hi everyone,I’m working with multiple service teams on CRM and workflow automation, and wanted to share some technical insights from my experience with GoHighLevel Automation & CRM that may benefit others here.1. Unified Automation Logic Improves ReliabilityWhen building automations across lead capture, follow-up, pipeline movement, and revenue tracking, keeping your logic inside one platform (rather than splitting it across multiple connectors) significantly reduces failure points. Consistent identifiers (like standardized email and phone fields) help ensure triggers fire reliably.2. Explicit Workflow Transitions MatterIn complex service workflows, implicit transitions often behave differently under high load or after changes. Wherever possible, explicitly define status changes, ownership assignments, and trigger conditions in your automation logic rather than relying on inferred behavior. This makes testing and validation more predictable.3. Validate With Real Data ScenariosTesting with synthetic or “happy path” data seldom reveals edge cases. Build test cases that mirror real user behavior — incomplete records, duplicate submissions, or rapid repeated actions — before deploying automations live.4. Keep Rule Logic Simple Before ScalingHeavy branching logic and conditional rules increase maintenance overhead and risk unknown side effects during platform updates. If a rule doesn’t directly support a clear outcome (e.g., conversion, retention, hand-off), consider deferring it until there’s measurable value.I’ve applied these principles at leadsflex while optimizing automated CRM processes, and it has noticeably improved lead responsiveness and pipeline accuracy. Looking forward to hearing how others are handling similar challenges with Freshworks tools.

0
Leadsflex
Apprentice
Forum|Forum|8 days ago
airvine
Apprentice
airvineApprentice

Timer on ticketsNew Idea

The timer feature is super cumbersome to start and stop on tickets. It would be great for it to be a one button press as soon as a technician opens the ticket start the timer, do the work, stop the timer, and then close the ticket.  

0
airvine
Apprentice
Forum|Forum|8 days ago
D
Skilled Expert
dbetlowSkilled Expert

Freshservice integration with RipplingNew Idea

Integration between Freshservice and Rippling that allows enterprise service teams to automate service delivery across the organization. The integration should allow HR teams to automate critical employee workflows and enable seamless data sync between their Rippling and Freshservice.   Key features possible with the Freshservice and Rippling integration:OOTB workflow to automate employee onboarding OOTB workflow to automate employee offboarding Sync user data from Rippling to Freshservice 

0
D
Skilled Expert
Forum|Forum|8 days ago
N
Apprentice
NicoTerraIndexApprentice

Being able to sort on all columns in Tickets table viewOpen : Open for Consideration

On the tickets table view, you can only sort the tickets on a few columns, like date created, priority and status.But it would help a lot if I was able to sort on any column, including columns from custom fields I've added.For my situation; I've created a custom date field 'Customer reaction expected date’. If I know a customer won't be able to look at his case this week, I use this field set a date in the future. When I'm able to sort on this date, I can see exactly which cases I need to work on today and don't have to bother with cases due for next week (or tomorrow)  

35
AbominableSnowmin
Forum|Forum|8 days ago
Brad_Bazley
Apprentice
Brad_BazleyApprentice

FreshService objects as StatusPage subscribersNew Idea

Hey there,We’re so close to moving to StatusPage from a competing product, but subscriber management is our remaining roadblock.Current state: Subscribers must be manually added or imported via CSV to StatusPageDesired state: FreshService objects can be set as subscribers for a Service or Service Group, e.g.Agents Requesters Departments Requester Groups Roles Locations & location hierarchiesThis would enable users to be dynamically included in Status Alerts at time of provisioning, instead of requiring an additional (heavily manual) provisioning step for each user’s own service alert needs.This would also minimize the risk of accidentally adding external recipients for private Status Page sites, as the subscriber identity & contact details would be managed centrally within FreshService. Thanks for all you do! Brad at Material

3
AbominableSnowmin
Forum|Forum|8 days ago
C
Apprentice
CodyRApprentice

Global Default OLA Bypass for TasksNew Idea

Would be useful to have either a method of bypassing the default OLA for tasks through workflows or have the ability to turn off default OLA’s at a workspace level.Currently any custom OLA enabled in any workspace will turn on the default OLA in the global space, as a result if any custom OLA is active it is impossible to set a due date trough workflows for tasks in any workspace including using the API as it gets over written by the global default OLA.

1
M
Forum|Forum|8 days ago
F
Contributor
FreshMattContributor

Set a Default WorkspaceNew Idea

We are in the process of adopting Workspaces for our Facilities and Finance teams. In concept this has been working well, but on the incident creation form the need to fill out the Workspace creates some challenges. The largest one is that folks on the Finance and and Facilities teams that aren’t close to this implementation often select an incorrect space thinking that because they work in one of those departments, that’s where the ticket should go. We would like to be able to set a default workspace of IT and then hide this field so that all non-service request incidents come to the IT service desk for routing. This will help us avoid IT support issues ending up in the wrong workspace and having frustrated and upset users. They are upset because they did what we ask them to by coming to our system and asking for help. When they make an easy mistake like this it causes a service failure because it doesn’t get picked up by our automation. This is a fairly significant deficiency in the multi workspace setup.   

2
L
Forum|Forum|9 days ago
JaySpeer
Contributor
JaySpeerContributor

Approve or Reject Multiple RequestsNew Idea

Our organization requires Manager Approval for the majority of the Service Items in our catalog. Unfortunately, what this means is that from time to time, the manager’s approval queue can build up.It would be great to see a way for the approver to have a Select All button to click or for the ability to select multiple requests at a time and click Approve or Reject with their comments being applied to all selected requests.Current state is that an approver has to open each individual item and approve or reject, which can be time consuming for the approver.

1
Medic1334
Top Contributor ⭐
Forum|Forum|9 days ago
S
Contributor
Susanne EwéoContributor

Possibility to attach files in Proactive OutreachNew Idea

It would be great if it was possible in Freshdesk to attach files in Proactive Outreach.

0
S
Contributor
Forum|Forum|9 days ago
K
Contributor
Karen.ScottContributor

Analytics schedule optionNew Idea

Using MSP mode, I have Quarterly reports that are sent out. Due to not having an option to automate these on a Quarterly basis I have set them up Daily and just turn them on each quarter, let them run and then turn them off again. (Not ideal and I have asked if a Quarterly option will be available - still with FreshService Support).Until such time as this is an option it would be good to have an option at the right hand side of the report:to turn these on rather than having to open each report, click on Export, click on schedule report and turn on 

0
K
Contributor
Forum|Forum|9 days ago
vschiaffino
vschiaffino

Feature Request: Pasting screenshots when submitting service requestsIn progress : Included in Product Roadmap

Lots of our Freshservice users enjoy the ability to paste screenshots directly into the description field of the “Report an issue” form.However, this field type doesn’t seem to be available for service catalog items. None of the fields available to admins when creating service catalog items seem to have this functionality. We can enable attachments on the form, but that means the user needs to save their screenshot as a file before they can attach it.Please add this feature to your Freshservice roadmap if it isn’t already.

24
Kamakshi V
Forum|Forum|9 days ago
R
Contributor
rebodetContributor

Separate Holidays from the Business HoursNew Idea

We have 8 different Business Hours due to Agent’s different schedules.  We currently have to edit each Business Hour record to set the holidays.  It would be easier to set the Holidays separately and then point the Business Hours record to the Holidays to use for that set of Business Hours.

5
O
Forum|Forum|10 days ago
M
Skilled Expert
MireilleRSkilled Expert

Adding a 'rich text' field option tot Service Items (in order to copy/paste screenshots)In progress : Included in Product Roadmap

Hello, currently we only have a non-’richt text’ field option available for Service itemsWould it be an option to have this field, or another field, available as ‘rich text’ for the purpose of enabling customers to add any type of screenshots or snippies to this field via copy/past, without customer having to save the screenshot first to a file and then adding it via the paperclip. 

7
Kamakshi V
Forum|Forum|10 days ago
A
Active Contributor
ArnoldGActive Contributor

Search field within the Properties sectionNew Idea

Freshdesk feature Idea. A search field within the Properties section of the ticket which mirrors the search function on the Filter section!  

0
A
Active Contributor
Forum|Forum|11 days ago
nihsaag
Apprentice
nihsaagApprentice

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.

0
nihsaag
Apprentice
Forum|Forum|11 days ago
S
Top Contributor ⭐
shannon.mejiaTop Contributor ⭐

Adding Tasks to DashboardNew Idea

On the main Dashboard page, I do not see any widget that allows to put Tasks lists or To Dos on the dashboard.  Tasks can only be seen through the “My Work” section.  How can I add tasks to the Dashboard view?

11
J
Forum|Forum|11 days ago
J
Contributor
jpatoskiContributor

Intelligent "re:" handlingNew Idea

Hello,We’ve seen an uptick in new tickets being created from clients replying to Freshdesk emails, mostly because “RE:” or “EXT:” gets appended to the subject line.Creating better intelligence and logic around this would lead to a much better Freshdesk experience. Since merging tickets causes Summaries and other items to be lost post-merge, this poor handling of “Re:” and “Ext:” creates new administrative issues.

0
J
Contributor
Forum|Forum|11 days ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Better ticket redirection when in restricted groupsNew Idea

Recently dealt with a couple issues from a user who is trying to access a ticket that was routed to a restricted group. This user is an agent.If the user tries to access the ticket via the email that was sent on creation it (we are using {{ticket.url}} in the email) it routes them to the agent page, then they get a toast notification that they are not allowed to see the ticket and to view it in the support portal.  If the user doesnt notice this popup or interact with it in time they can end up confused/with a poor experience.From a UX perspective, it would be nice that if the error with visiblity is experienced, it tries to route the user into the support portal to view the ticket and THEN if the user cant access it for some reason, a message is displayed. For now, I’m stuck replying to tickets and telling users to view them via the support portal.How are the rest of you handling this in the meantime? Any other protips? ​@mbutler ​@DanielRuff ​@Daniel Söderlund 

7
Daniel Söderlund
Forum|Forum|11 days ago

Filter by product

  • All products
  • Freshcaller
  • Freshchat
  • Freshdesk
  • Freshdesk Omni
  • Freshmarketer
  • Freshsales
  • Freshservice
  • Freshsuccess
  • Freshteam
  • Freshworks Neo
  • Freshservice for MSPs
  • Freshservice for Business Teams
Terms of UseAccessibility statement