Freshworks Ideas

TagsClosed

It would be great if Tags were auto pre-populated from previous tags ie if I have a tag #GoogleApps and I type #g in the tickets enter tag field! #GoogleApps would show up to be selected. I could then pre make tags I'd like used.

Ability to Copy Admin RulesClosed

Currently if you need to create similar rules (in ADMIN Observer for example) you have to add an empty rule and then build all the settings each time.  It would be nice if you could copy an existing rule so that you would only need to change the settings that are different.-daniel-

Filter Helpdesk-in-depth-report by TagClosed

Filter Helpdesk in Depth report by Tag

Bulk Attachment UploadClosed

We frequently attach 3+ items to support ticket replies and it gets annoying to have to select each one individually...especially when we have 5-10 files to upload.If you would allow an option to select multiple items at once for file upload (like we can in most email systems and social networks - by holding the shift key or ctrl/cmd) - it would make everyone's lives easier...especially ours. :)Thank you!

Mobile interface to include dashboard view also!Closed

Conditional Ticket FieldsClosed

I'd like to be able to add ticket fields that only display if certain other options are checked (much like Wufoo does).For example:If the type of ticket is a 'Bug', I'd like to ask for details about their operating system, browser, etc.If it's a 'Feature Request' I would like to ask what area of the software it applies to, how soon they'd like it implemented, etc.

Being able to drill down into the results on the reportsClosed

By clicking on the various portions of the Reports you would then invoke a VIEW of the tickets that went into making up this figure.Very useful for analysing why a figure is like it is.

Company PictureClosed

I would like to submit a feature request (I searched the forum and couldn't find this one yet)....I would love to be able to add a graphic to a company, like we do with individual contacts.  I would then like to see the company logo, if uploaded, populate all individual contacts that are associated to that company.In the case that an individual has a picture uploaded, the individual picture would override the company picture.OR...even add the option on each contact to select- Use company logo- Use contact logo

Better Search for AgentsClosed

Search continues to be a pain even with elastic search.  Please add the following functionality:- filter the search by domain(tickets, contacts, company, forums, solutions)- Search Results: do not show body of ticket or the body of the note; takes up to much room- Sorting the search- currently we have to page through to get to the most recent result

Multiple Products & Allow customers to Sign Up from the customer portalClosed

HiIs it possible to add an additional option when setting up the product portal so that you can determine at a product level if customers can sign up from the customer portal.At present you can turn this on and off from the main customer portal tab, but it affects all portals? That means if I want a private portal for one product (which I do!) then all portals/products will be private, likewise if don't all portals/products will be open and accessible for anyone to sign up :(This is a real pain, as I wanted to create a private portal for customers of a paid product and don't want any old tom, dick or harry signing up to see the content from the portal, where as with my main portal I want it open for anyone to sign up and access.This could all be resolved by adding an "Allow customers to Sign Up from the customer portal" to the options for a product level portal?Any chance of achieving this? 

Be able to send e-mailClosed

Be able to send a regular e-mejl without starting a ticket.

SLA ReportingClosed

Is there any way that we can have a report that drills down on SLA breakages?  We can see the breaks as a percentage – but we aren’t able to drill down and see which tickets were the cause of the break.  We need to be able to report to our clients on what SLA breakages occurred and why.RegardsSecha

Customer/Agent interactions in exportClosed

Hi Freshdesk, I am looking to export all client/agent interactions into one spreadsheet. The only way i have been directed to do this is by exporting the .xml documents and manually cutting the unnecessary information out. Any help would be great.

Expanding community forumsClosed

As the FreshService community continues to grow, I'd like to request expanding the community forums and perhaps create regional communities where local customers can discuss their use of the tool.  I know we don't have a usergroup structure setup yet but I'd definitely like to get together with local customers to see how they use Freshservice.

Setting to allow registrations from whitelisted domainsClosed

Would be great if you could limit registrations to specific domains. We use Freshdesk as an internal IT tool, and don't want outside folks being able to create tickets. (Then we have to delete them, block them, etc.)

Remove company title text from agent portal?Closed

Where is the option to remove the company title text in the header on the agent portal? Able to do so on the customer portal but can't see an area on agent side. Using an image logo so the text is not wanted. Thanks

Ability to mark pending automatically and responseClosed

I have tried setting the help desk up to automatically set a ticket to pending when replying so that our agents do not have to do this every time as it is what also triggers our other responses. Can you add this in the rules as an action?Just would need to make it so that an action item would be "on response" then "set status." This would be very helpful! Thanks team!

Split ticket to go to Edit screenClosed

When splitting a reply from a ticket to create a new ticket, it would be really helpful if the new ticket could be available in Edit mode straight away so that the Subject, Ticket Type, Priority etc can be changed before the new ticket is created and the email sent to the requester. As it stands, they get a ticket confirmation email with the same title as the original ticket they raised, which must be confusing.

Agent Collision Should be Available at Lower TierClosed

We've been a loyal FreshService customer for over 3 years, and with all of the changes over that time, I'm still shocked that the Agent Collision feature requires the Estate plan, when others, such as Zendesk offer it at their most basic level for $5/mo. Is there any plan on making this feature available in the Garden plan?

Timesheet timer in Andoid appClosed

Can you please add the start timer option in the android app. Useful when being on site or don't have access to a PC while working on a ticket.

Ebay and Amazon as a separate eCommerce channelClosed

Allow sellers to revert to Ebay and Amazon messages from the Fresdesk itself. Are you guys working on this integration?

Warning for Rules if they are affected by changesClosed

In Email Notifications, Freshdesk displays the warning  "Some translations are outdated" if the main language template is being changed. This is really useful. For any other changes that actually affect rules (Dispatch'r, Observer, Supervisor) or templates (Ticket Templates) there are no warnings. Like probably most Freshdesk customers, we have built a lot of rules in our account that depend on Ticket Fields, specific agents.... If for example we make changes to our Ticket Fields and the previously used fields are not existing anymore, all Ticket Templates where those fields were set do not contain those fields anymore and are simply empty. To stick to the same example, if an Observer rule was depending on those fields, it is not triggered anymore without any warning.  Currently, we need to go through all of our set up rules and templates and manually update them if we change our Type Fields or an agent leaves the company.  It would be a really helpful feature to mark anything that is affected by a change done in the account.

Display the forwarded email in the ticketClosed

When I escalate a case to a supplier I often add extra notes.  Freshdesk does not include what was forwarded so there is no visibility of these notes.  This means if I revisit this ticket at a later date or if a colleague works it on my behalf there is no record of what was actually sent.Is there any chance of displaying what was actually sent.Many thanksLee.

Supervisor rule to alert (send email) BEFORE SLA policy is violatedClosed

If I haven't overlooked something, there currently is no way of triggering a supervisor rule before a SLA policy is violated. It would be great to be able to send a reminder email to the assignee (or someone else) in order to avoid the SLA violation, X minutes/hours before an response or resolution is due.

Ticket Status PageClosed

As tickets get closed the open vs close tickets all start to run together. Might I suggest breaking these up somehow or making it more obvious in the UI as to which are open vs close, beyond just the status. Also, if it were me I’d have newly open tickets at the top of the list or at least give the option to choose between the two.