Freshworks Ideas

Ticket fields about requestersSubmitted

Can we get the ability to show fields that are already captured by the application as placeholders for email responses in our ticket list view?  Being able to see {{ticket.requester.phone}} as a column or even just when doing a mouseover of the requester would be a big convenience. 

Admin Roles - PermissionsSubmitted

Stop the admin roles from showing up in the Agent Permissions when you are granting access and separate these into different sections in the permissions so it is clear what type of access is being granted and from where. The Account-Wide Permissions should be similar to the Roles and also ask what workspace or if for account wide but be changed to admin access. I do not understand if when creating the roles they are separate but then when granting them they are together. It makes it silly to administrate and relies solely on the logic of naming the roles at the end Agent of Admin to keep track of which is which.

Improving CRM + Automation Insights with GoHighLevel in Service WorkflowsSubmitted

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.

System Language Settings - English (Australian)Submitted

Unfortunately, it does not appear there is a way to change the Language (system-wide) to English (Australian). There is one English and it appears to default to American English. We would like the ability to change this as we do not use the spelling Catalog but rather the correct spelling of Catalogue. Can this please be added to be able to change to Australian English so that it caters the country it is being used in?

Widget filter rank order (group by)Submitted

Hi, we would like to create a report that shows the total tickets by category/sub-category/average resolution time in Bhrs ranked by top 10.  Right now, I can only run a ranked report by either category or sub-category but not by category and sub-category (widget filter rank order).  I heard on January’s Freshworks Analytics presentation that this feature can be implemented if requested, we are interested in having this implemented.  Please let us know what we need to do to have this implemented.  ThanksJorge Torresjorgetorres@sanmar.com   

Add Projects module to WorkflowsSubmitted

We have several Workflows set up to send reminders to Agents to work on Tickets. We’d like to do the same for Project Tasks, but the Projects module isn’t available in the Workflows. Please add this functionality. Thanks!

First Acknowledged by Analytics tracking - IdeaSubmitted

Will Freshservice provide any ability to track analytics for the First Acknowledged by so we can include this in monthly/quarterly reports? We would love to be able to track time to acknowledge as well as get an average like what is currently available for the First Response. This metric would be a great help in providing  data for the acknowledgement of tickets and the elapsed time of the entry of the first public reply.Thank you.

Enhancement Idea: Shared Services for Incidents and Status PageSubmitted

An enhancement that would significantly improve incident communication is the ability to use a shared service model across Incidents, Major Incidents, and the Status Page. We’re looking for a way to better align how services are defined and used across Incidents, Major Incidents, and the Status Page in Freshservice. Today, services defined for incident impact and major incident workflows are not linkable to Status Page services, requiring teams to manually recreate and maintain separate service lists. This prevents incident impact (e.g., a critical platform like Kubernetes going down) from automatically triggering major incidents and updating the Status Page with the correct impacted services. Enhancing this feature to support a shared service model would improve ITSM workflows by enabling automated incident impact communications, reducing manual maintenance, and ensuring consistent service visibility across incident management and customer-facing status updates.

Agent Re-Assigned ReportSubmitted

I am interested in a report that breaks down the number of tickets that are assigned to a specific agent and are then are re-assigned to a different agent and/or group. The purpose of this is potential training needs for the original agent or there needs to be better explanation on the reason why it has been re-assigned.There is a report that shows the movement of a ticket from one agent to another but it is too general and doesn’t fit the brief above. From conversations with Freshdesk direct this report isn’t possible yet. Would this be something that other would find beneficial? 

Pending enhancementClosed

I would like to see the ability to put a ticket in pending BUT for someone who is CCd on the ticket. I have come across too many times where the person who put the ticket in is not who we are waiting on, but we need a response from someone who is CCd on the ticket before that ticket can move forward.  In the past we have sometimes been able to edit the ticket details and change the requester to the person CCd, then put it in pending. However this just gives that person incentive to not answer the question and have it close automatically.  If there is already a way to do this please let me know. Thank you!

Ability to assign a colour to a tagSubmitted

Workflows associated directly with a service requestSubmitted

A majority of our workflows start with “Service request is submitted → if requested item = “request” continue along this workflow”. Then in each node that we need placeholder information I have to re-select the service item to bring up the appropriate placeholders, its already established we are working with one specific request. Or, if I need a conditional further down the line it needs to be a two level conditional with the first level confirming the service item, and the second checking specific fields. If we could have workflows associated directly to a service item I think it could streamline creating the workflows, prevent mistakes, and organize the workflows tab. Instead of having 10+ service quests that all start with “SR -”Requested item” do these 4 things for a specific situation”, all of those could just be collapsed under “”requested item” specific workflows”. These could potentially be accessed right from the screen the request is created/configured from? 

Autosave for SolutionsSubmitted

I lost a lot of work while creating a solution article because I accidentally pressed “F5”.My suggestion is that Freshservice should have an autosave function so that minor operating errors like this don't result in the loss of several minutes' work.I'm familiar with this feature from other online editors.To reiterate my request:Please add an autosave function so that pressing “Back” or “F5” does not clear the entire editor without prompting.Thank you very much and keep up the good work.

Freshdesk - To-do list improvementSubmitted

The to-do list on the Freshdesk dashboard is amazing to use, however, currently only 2 items are visible. It would be great if the section could be bigger so more items are visible.  In addition the newest created item is always shown at the top of the list, it would make sense to either have a filter on in which order they should be displayed. Or the item that was added last should be added at the bottom of the list. 

Limitation in Ticket Category Field OrderingSubmitted

We have been using Freshservice for several years, and one of the issues we have identified is that it is not possible to change the order of the Category field within the ticket properties. In other words, the Category field cannot be configured to appear first in the ticket details, above the rest of the fields.This change, although simple, would be extremely helpful given the large number of agents with different profiles within our organization.

Summary Field - Reporting or MandatoryClosed

Our Agents are supposed to provide a Summary for each ticket:Solutions to assist with this would be:Have a filter with the Summary field. Include Summary Field as option in Analytics   Make the Summary Field Mandatory. 

Analytics (FreshDesk, FreshService): Ticket Lifecycle - streamlined report according to time eventsPlanned

Hi.Currently, we have a curated report called Ticket Lifecycle.In the Ticket-wise Split widget, for instance, you can have a view of how long (both, in Calendar and in Business hours) a ticket stayed in a status, in a group or assigned to an agent.That is actually pretty good. But it is missing something very important for the ticket lifecycle itself: The timestamp of any of that points changed.I’ll use a real example for elaborating this.This specific ticket has passed several status changes, group changes and agent changes:The correct order of events was:Ticket created with status “Sin Datos” (Without Data). Data was filled, so it changed to status Open. Auto-assignment assigned it a group and an agent (and was kept in status Open). I changed the group and assigned it to myself, and set it to status “En Proceso” (In process). I worked on it and sent a reply to customer asking for further information, setting it on status “Waiting on Customer”. Customer replied back with a response, changing the ticket to status Open. The information of how long a ticket stayed in a status | group | agent combination is perfect, but it is missing the timestamp of such events, making it impossible to view in a streamlined way the lifecycle of this (or any) ticket, as you can’t currently have the proper sorting of those events.That example Report / Data should be shown in this way: That’s the chronological order of the events, as seen on Ticket Activities, If having a timestamp column in such report, we could sort that data as expected. I tried / thought of creating a custom object in order to store that data and then retrieve it from Analytics, but Custom Objects are basically readable-only in Workflows and we cannot write data onto them from Workflows. This is very much needed for auditing. This applies for FreshDesk and FreshService (and I guess all products that uses Analytics).  Hope this gets considered, approved, developed and delivered soon. Elvis.

Allow Workflow Automator "Timer" Node To Accept Shorter PausesFuture Consideration

The “Timer” node in workflow automator allows you to choose “seconds” as a unit, but the minimum allowed value is 60 seconds, which makes the “seconds” unit useless. We may as well just specify 1 with a unit of “minutes”. It would be great if you could enable shorter pause timeframes.For context, I have disabled the “New ticket is created” requester email notification, in favor of a workflow automator that is ordered last in my list of workflows and sends this initial email. I have a few simple workflows that need to execute first (change INC to SR in specific instances, and other ticket property changes), so my last-executing workflow has a timer that pauses for 1 minute before sending the new ticket email. Sixty seconds is a bit too long I think. As a requester, I would wonder if something didn’t work right, if I sent an email to a help desk and didn’t receive a “new ticket” notification within 15-30 seconds.Thanks for your consideration!- Jack C.

Make Service Catalog Thumbnails Easier to ReadClosed

It’s frustrating that the service catalog view cannot be modified to enable the full name of an icon to be seen without having to hover over the icon. Couldn’t we add mutliple view settings like “List, Details, Large Tiles, Small Tiles” etc like you can in Windows File Explorer?Here’s a simple example where the title is cut off:Some of our less obvious service catalog items are not easy to understand without hovering over the tile to reveal the name: 

Services - Ability to Share onto the Status Page from ServiceSubmitted

Would be nice to be able to choose from the Services when you edit or create them whether or not to share the Services to the Status Page or not.

Canned Response creation from within Ticket ViewClosed

 For our new game, I have been creating a lot of Canned Replies on demand - when I realise users asking the same thing over and over again.However, for our use case - when you do not have someone hit ahead of time and create canned responses (which I think would be true for quite a number of startups), it would be great if after typing out an email, there would be a one button click to copy that text into a canned response.Currently, having to go to Admin > Canned Response everytime you think this answer can be canned, is a bit of a chore.Thanks.

Status Page - Ability to Share the Problems with the Workaround to RequestersSubmitted

We would like the ability to share Problem workarounds and known issues to the customers. For problem management to have the ability to share these on the Status Page, much like Major Incidents and Changes (Maintenance) so that the customer can apply the workaround themselves without having to call the Service Centre, rather than only hosting this information in the Solution Article.

SSO for Status page loginFuture Consideration

Make it an option to logon via SSO to the status page, making it possible without having to verify logon every time you close a browser window...

Time Trigger Automation based on Agent AvailabilityClosed

Right now, Time Trigger Automations don’t have the ability to look at agent status - please make this happen! The screenshot included shows the functionality that currently exists on Ticket Update Automations; we really need this on Time Triggers: Not having this functionality is really causing big issues: We have time triggers that reopen tickets. BUT since those tickets have no way to check availability, they are left open in the name of an agent who might be on a two week vacation. Currently, our  Out of Office settings will automatically unassign an unavailable agent. This works beautifully for replies, but that Ticket Update rule can’t affect a ticket reopened by a Time Trigger Automation because the Ticket Update Automations are only based on Agent and Requester actions and this awkward-not helpful sampling of possible system actions. 

Include 'Agent Replies to Ticket' in Notification SettingsSubmitted

Hi,The notification ‘Requester Notification / Agent Replies to Ticket’ isn’t currently available for updates like the other notifications. It would be great to have this added to the notification list so we can customize it in the same way.We’re able to update the ‘Requester Notification / Agent Adds Comment to Ticket’ (used when the agent clicks the 'Add Note' button), but that doesn’t cover the scenario where the agent clicks 'Reply' button. Having both options editable would help us ensure consistent and clear communication with clients.Thanks,