Freshworks Ideas

cannot write @ in a ticket with out copying from notepadClosed

At a Danish keyboard for now, it is not possible to write @ with the key combination "AltGr" + "2". When you use the combination the text you have already written only gets bigger. 

Icons (Wingdings)Closed

I would love to be able to insert Icons that mean something. I actually insert a Check mark next to the things I do Like this:✔ Task 1Task 2✔ Task 3I insert ✔ next to things. I would love to be able to have a bunch of Icons/Wingdings that we could use. I have gotten around this by adding it as a "Canned Response" and then just insert the Canned Response where I want the Check Mark. Big problem with Canned Reponses, they are not available when creating tickets. I would like to see the editors consistent when Emailing, Adding Notes, Adding Knowledge Base, Forms and tickets.Maybe this could be used kind of like the "Placeholders" menu issues.

Bomgar APIClosed

Hello, Is it possible to integrate a Bomgar API into Freshdesk ?Also if i purchased freshdesk, do i get the source so i can edit the logo .. Kindest Regards,Joel

create time entry's using a scenario.Closed

I would like to use 2 scenario's. One of them will start te timer, the other scenario stops the timer.I looked for this option but couldn't find it.Is there a possibility to create time entry's with a scenario?Thanks,Remi

Please stop saying "soon" or giving dates you don't keepClosed

Watcher @simonsays commandClosed

Can you add a @simonsays command to become a watcher on a ticket so that:1. Agent receives a notification that a ticket has been assigned to their group.2. They can reply something like @simonsays watchlist:yes @simonsays3. That agent gets notifications every time the ticket is updated.

Start a Topic always visibleClosed

HelloWhen navigating the forums the Start a Topic option should be always available, even if the user isn't authenticated. If the user clicks and isn't authenticated it should then be requested that he authenticates. I think that by hiding it the user may be misguided into thinking that we may not allow user generated content posted. RegardsFloyd 

Edit Support Ticket / Email SubjectClosed

 It would be really great if we could edit a ticket subject after a user has a) emailed our support desk or b) submitted a ticket through Freshdesk.Too many times, our clients will enter subjects such as 'HELP!!" or 'Product Not Working!!!" which is really meaningless to our support team.  We would like to be able to edit their original subject to be more descriptive and accurate.In addition, this edit ticket subject is essential when splitting tickets, as there could be two separate issues in that one ticket, and when you go to split a note or ticket into a new ticket, the subject is still the same as the old ticket.  This is very confusing.

Pushing contacts, messages & to-dos to Batchbook and other integrated CRMsClosed

We recently had a customer contact us via our Freshdesk portal requesting information about people they referred to our service.  It would be amazing if we could push that contact directly over to BatchBook, along with a task and/or message to our sales team to follow-up with that user.

Mobile site urgently needs new ticket requester searchClosed

Or does it just not work on iOS?!I have not found anything more painful than manually typing in an entire client email address on a mobile device to create a ticket for them.This seems so obvious I must be missing something!

Zoho CRM IntegrationClosed

I would like to be able to use the advanced features that Zoho provides.It would be great to be able to use CALL LOGS and ACTIVITIES in Zoho and have them update in NOTES and TASKS in Freshdesk.Additional integration would be greatly appreciated.

Integration with Nimble CRMClosed

Provide same integration with Nimble CRM as provided for Capsule CRM.

Expandable Message BoxClosed

Hi,It would be really handy to have an expandable message box for ticket replies rather than having the limited space with a scrollbar.I find it so much easier when writing in any kind of content field area to be able to drag the bottom right corner so that I can see all of what I am writing.I'm getting exactly the same problem right now writing this, I'm on the 8th line now and I already can't see the top line... it's no more than one inch of visible space.This doesn't strike me as too difficult?Matt

Special CharactersClosed

When Editing Tickets, would be nice to be able to insert special characters that are HTML Compatible✔ is one I like to put,Bullets not in a Auto-bullet list would be great. For example I might do something like this in a ticket✔ Task 1Step 1Step 2✔ Task 2✔ Task 3UN:PW:Special Instructions: Created User, etc Does this make any sense to other people also. Any ideas of what other "WingDings/Special Characters" they could include in the bar to make our documentation easier?Thanks,Ron Kramer 

37Signals Highrise CRM integrationClosed

are there any plans to add 37signals highrise crm to the integration list?

Liquid Layout vs Fixed Width (needs horizontal scrolling)Closed

The current customer portal appears to be using fixed width, resulting to the "Submit a ticket" button to be hidden when the browser is sized less than 1024px. This also shows up in the forums where the status fields on the right are hidden unless you scroll right.

Full merging of tickets - turn two tickets into one ticketClosed

I've only used merging once or twice, and for requests from an external source, there's not much point the way it currently works.For merging to be useful, two merged tickets should behave as one ticket. If ticket B has been closed and merged with A, then replies to B should be added to A, and not cause B to be reopened. If a ticket has been closed and merged in to another ticket, then the customer should not be able to reopen it.An exampleWe had an open ticket (ticket A), related to a problem with one of our suppliers, affecting one of our customer.We received a new email, from the customer, relating to the same problem reoccurring. As expected, this generated a new ticket (ticket B).The requester at the customer end copied some colleagues on the request. One of the colleagues hit reply all, to say thank you to the requester. I had expected this email to be added to the conversation for ticket B, but instead, a third ticket was created (ticket C)I merged tickets B and C into A, since they all related to the same issue. I checked the box so that an email would not be sent to our customer to say that the merged ticket had been closed.Just now, the customer replied again to ticket B, which, since the tickets have been merged, SHOULD have resulted in his reply being added to ticket A, but instead it re-opened ticket B. So, as far as I see, the merging is completely pointless, and serves no other purpose than being shorthand for manually adding a note saying "Closed, please see ticket A".I'm sure some people will think that "if the requesters handle it right, and don't reply to a closed ticket, then the current functionality is fine". However, in the real world, customers are human, and they just want to send an email to support@ when they have a problem. They don't know, or care that you've got a ticketing system. They don't want to have to think about which email they reply to, and educating every one of your customers in how to use a ticketing system is just not reasonable.

Assign SLA at Ticket LevelClosed

Ok, so this is similar to my previous request which I should have included this on:https://support.freshdesk.com/categories/2/forums/6/topics/7952Right now SLA's are assigned at the company level.  This is way to broad.  We use the helpdesk for our internal business systems so all our customers are in the same company.  We need to be able to specify a specific SLA on each ticket.  As an example, a hardware issue for a non-critical device should have a different SLA than a bug in some software.People, these features are implemented based on user votes.  Surely I can't be the only one who needs this feature.  If you like it, please vote on it!

Listen to customersClosed

I would like to know why Freshdesk is investing so much time and effort on a silly game/type support desk (that im sure most professional companies wont touch) and yet have not tackled many issues and feature requests made from existing customers all backed up with multiple "I agree" ratings. We have been crying out for a simple XML export to replace or support the dated CSV export... nothing. But hey you can pay more and look like Frankenstein if you want. What started as a responsive support service is more and more looking like the disregarding manner of ZenDesk (the reason why we committed to Freshdesk). If this keeps up we may have to  find another provider.

Send to knowledgebase scenario automationClosed

I know you can email to knowledgebase to send a solution as a draft. However I would love to create this as a scenario automation. Use case would be. I solve the issue.Customer accepts the solution.The issue is worthy of being a solution to other customers.Hit a button that says save solution as draft for knowledgebase. And then the last email gets exported to knowledgebase as the solution.

More Status / CatalogClosed

Sometimes we need to acknowledged to a customer that his issue has been translated to a 3rtparty, and some other status.So I would love to have a Status Catalog to add and implement asmany Status as my company needs.

Forum Sub-HeadingsClosed

I have a company with multiple products, and it would be nice if you could sort the forum another level to deal with it.Such as -Tips and Tricks -|                   Product 1 -|                                   |-posts                                   |-posts, etc                  Product 2  -|                        |-posts                                   |-posts, etc instead of what we have now -Tips and Tricks -|                        |-posts                        |-posts, etc                        |-posts                        |-posts, etcThose sub headings would make a world of difference in making the forum simple.Dale

Modify submit a ticket form for customersClosed

We would like to modify submit a ticket form for customers - we feel that it would be helpful to our customers to add more lines/optionsIs this possible?RegardsMark WinterRemoteTechies

Reminder for users if they leave before submitting a new ticketClosed

Hi,We have had quite a lot of complaints from users when they spend a long time writing out a new ticket and then when they go to submit, they click "Submit a ticket" instead of submit.  This wipes everything they have written, and naturally drives them insane.It would be nice if, when they tried to navigate away from the page without pressing submit or cancel it gives them a little warning message.  something along the lines of "Are you sure you want to continue - this ticket has not been submitted and will be lost."The issue is mainly due to the "submit" button being off the bottom of most screens, especially on laptops.RegardsJohn

Transfer NotesClosed

When one agent assigns a ticket to another, give that agent the option to put a "transfer note" at the point of ticket assignment.  I know you can put the notes in before transferring, but it would be handy to make that one action.