Freshworks Ideas

Service Catalog Items - New Form AvailableSubmitted

Would also be nice to have a new form available section so that you can advertise any new forms that have been set up to enable customers to better utilise the portal. Or even a now available section. Something that allows us to announce any new changes. Either with images or having the item as a tile (clickable) to access from the Service Catalog page.

Coloured TagsSubmitted

The ability to pre-define tag colours in settings.

Alphabetize Solution ArticlesSubmitted

Hello,There's already an idea in this community from 3 years ago that was shot down without reason. I would like to bring it back up as I do not understand why an obvious and basic functionality is missing.In the Knowledge Base/Solutions there is no option to alphabetize your solutions Titles, while there is an option to sort every other option right next to it, see the screenshot below. I would like to see this option implemented because honestly, it's not that much of an ask or hard to do, thank you.The previous idea is located here;    

Increase Analytics “Group By” LimitSubmitted

Freshservice Analytics should increase the Group By limit available within reports from the current maximum of 2 to 4.Group By is valuable for organizing report data into meaningful sets based on common properties. However, limiting reports to two levels of grouping makes it difficult to perform deeper analysis when the data needs to be viewed across several dimensions.For example, a ticket report may need to group data by:Region → Site → Group → Agentor:Category → Subcategory → Item → PriorityWith only two Group By fields available, administrators must create multiple reports or lose useful levels of detail.Requested EnhancementIncrease the maximum number of Group By fields in Freshservice Analytics from 2 to 4.This would:Allow more detailed analysis within a single report. Better support hierarchical and multi-dimensional reporting. Reduce the need to create multiple reports to analyze the same dataset. Give administrators more flexibility when building operational and leadership reporting.The existing Group By functionality works well. The request is simply to extend the grouping depth from two levels to four, allowing Analytics to support more complex reporting requirements without changing how the feature works today.  

Add Clone/Duplicate Functionality for Business Rules within JourneysSubmitted

Freshservice should add the ability to clone existing Business Rules within the Journeys module, consistent with the functionality available for Business Rules in other areas of Freshservice.When building and maintaining Journeys, administrators often need multiple Business Rules that share similar conditions, actions, or overall logic. Without a clone option, similar rules must be recreated manually.Requested EnhancementAdd a Clone/Duplicate action for Journey Business Rules that creates a copy of an existing rule, including its configured conditions and actions. The administrator could then modify the cloned rule as needed before enabling it.This would:Reduce repetitive configuration. Make it faster to create similar rules. Reduce the risk of configuration differences caused by manually rebuilding rules. Make administration of Journey Business Rules more consistent with other Freshservice modules.The goal is simple: provide the same Business Rule cloning capability within Journeys that administrators already have elsewhere in Freshservice.  

Allow Bulk Ticket Updates Directly from Reporting/Analytics ResultsSubmitted

Freshservice should allow administrators to bulk update tickets directly from the underlying ticket data returned by a report.Reporting and Analytics can be used to identify very specific populations of tickets using criteria that may be difficult or impossible to reproduce within the standard Tickets view. Once those tickets are identified, however, there is currently a disconnect between reporting on the data and taking action on the data.The requested enhancement is to allow agents to select some or all of those tickets and perform standard bulk update actions.For example:Build a report that identifies a specific population of tickets. Drill into the report to view the underlying ticket records. Select the applicable tickets. Choose Bulk Update. Apply supported bulk changes to the selected tickets.Why This MattersReports often identify tickets that require operational cleanup, correction, remediation, or administrative changes. Once the report identifies those records, administrators should not have to recreate the same criteria elsewhere simply to take action.This would create a much more efficient workflow:Report → Identify → Select → Bulk UpdateRather than:Report → Identify → Recreate Filters → Find Tickets Again or Search for them → Bulk Update or Update One at a Time.Requested EnhancementAdd a Bulk Update capability to the underlying ticket data available from Freshservice reports and Analytics.The feature should respect existing ticket permissions and bulk update permissions, while allowing authorized users to turn reporting insights directly into action.If a report can identify the tickets, an authorized administrator should be able to act on those tickets.  

Add Analytic Filter Capabilities to Ticket View FiltersSubmitted

The Ticket View page should provide more advanced filtering capabilities, including the types of filters and associated-record criteria already available within Freshservice Reporting/Analytics.Reporting currently provides much more granular filtering options, including filters based on associated records such as Tasks, Approvals, and other ticket-related data. These filters are extremely useful for identifying very specific groups of tickets, but similar criteria are not available within the standard Ticket Filters.This creates a gap between finding tickets for reporting purposes and finding those same tickets to take action on them.For example, an administrator may need to identify tickets based on:Associated task criteria Approval status or other approval attributes Specific date fields Additional ticket attributes available in Reporting Combinations of ticket and associated-record criteriaThe attached screenshot is only an example of the types of Reporting filters that could be made available. The request is not limited to Tasks or Approvals. Ideally, Freshservice would expand Ticket Filters to support substantially more of the filtering criteria already available within Reporting. Why This MattersAdvanced Ticket Filters would allow administrators and agents to precisely identify tickets that require action and then use existing bulk update capabilities to manage those tickets.Today, Reporting may allow us to identify the exact tickets we need, but we then have to recreate that population within the Tickets page using a much more limited set of filters. In some cases, the required criteria simply are not available.Requested EnhancementExpand Ticket Filters to include the broader filtering capabilities available within Reporting/Analytics, including filters for associated ticket records and their attributes.The goal is simple:If Freshservice can use a field or association to identify tickets in Reporting, administrators should also be able to use that criteria to find those tickets in the Tickets view and take bulk action on them.This would make advanced filtering operational, not just analytical, and significantly improve bulk ticket administration.  

Set Default Views for New AgentsUnder Review

Hi everyone,I would like to suggest a feature that allows administrators to set default views and dashboards for new agents when they log in for the first time. Currently, each new agent has to go through an initial configuration to set up the correct views, which can be time-consuming and may lead to inconsistencies across the teams.Proposed Enhancement: Default Dashboard Configuration: Allow admins to pre-configure dashboards and views that automatically apply to new agents upon their first login. This ensures that everyone starts with a consistent setup tailored to our team's needs. Customization Options: Provide options for different user roles or departments so that the default configurations are relevant to specific job functions. Benefits: Streamlined Onboarding: New agents can hit the ground running without the hassle of initial setup, reducing downtime and enhancing productivity from day one. Consistent User Experience: A standardized setup across the team ensures that all agents have immediate access to the necessary tools and information. Reduced Administrative Overhead: Less time spent on individual configuration means that administrators can focus on other important tasks. I believe this enhancement would greatly improve the onboarding process and overall user experience for new agents. Thank you for considering this feature request! 

Enable Workload Visibility for Direct Reports and Observer GroupsSubmitted

Hi Freshworks Team,We would like to submit a feature request to enhance the Workload module in Freshservice by allowing managers to view the workload of their direct reports, regardless of whether they are members of the same agent groups.Current LimitationCurrently, the Workload module only displays agents who are members of agent groups that the logged-in user belongs to. As a result, managers cannot view the workload of their direct reports if those agents belong to groups in which the manager is not a member, even when the manager is configured as their reporting manager in Freshservice.Requested EnhancementWe would like to request the ability to view agents' workloads based on their reporting manager relationship. Ideally, this would include: Direct Report Visibility: Allow managers to view the workload of all agents who report directly to them, regardless of group membership. Observer Group Visibility: Allow users to include agent groups they are assigned to as observers when filtering workload data. Flexible Filtering: Provide filters that allow users to view workloads by direct reports, agent groups, or both. Business ValueThis enhancement would give managers better visibility into their teams' workloads across multiple agent groups without requiring them to become members of every group their direct reports belong to. It would improve workload monitoring, resource allocation, capacity planning, and the ability to identify and address workload imbalances.Thank you for considering this enhancement. We believe it would be a valuable improvement for organizations that manage agents across multiple groups and rely on reporting manager relationships for team oversight.

Create an option to force user to select additional item in bundles.Closed

We have a lot of issues with users placing orders on bundles without selecting any “additional item” in the bundles. It would be great to have the option to make this mandatory.If there’s another workaround for this i’d be interested to hear! :) Best regardsLucas

Add the option to customize the background colors of tasks/task lists/ subtasks in a project, particularly in card formats on boards.Closed

Please add the option to customize the background colors of tasks/task lists/ subtasks in a project, particularly in card formats on boards. Many leading project apps allow this and it is an user experience impediment when migrating to Fresh Projects. Some examples are in Jira, Azure Dev Ops, for instance.The background colors can change based on rules like if <priority> = “High” then make the backgroud = red, for instance. There are many options to affect the colors, but it is helpful to pick out items that are high priority, overdue, taqged a certain way, etc. 

Multilingual support for Service CatalogueClosed

Much like the Service Desk Rebranding > Customize support portal section, it would be useful if we could also translate our service catalog as it’s odd that someone would have the support portal translated within freshservice for them but then when they navigate to the Service Catalog it reverts and they instead have to use their browser to translate.

Trigger specific AI Agent workflows directly from Web Chat Topics (Omni)Submitted

Hi,My goal is to have the user click a specific "Topic" in the Web Chat widget before the conversation starts (e.g., "Book an appointment"), and have that click directly trigger a specific AI Agent workflow.Currently in Omni, when a user clicks a Topic, the AI Agent's global "Introductory message" overrides everything. The user is forced to manually type a message to trigger the correct intent. I tried using the new "Add action after introductory message" to trigger a routing workflow that checks "Ticket properties > Subject" to see which Topic was clicked, but it fails due to execution timing: the Subject field is still empty at the exact millisecond the action runs.Use Case: If a user selects "Book an appointment" from the chat menu, they shouldn't have to type "I want to book an appointment" again just to trigger the bot's workflow. The click on the Topic should act as the trigger itself.Proposed Solution: Allow Web Chat Topics to be mapped directly to AI Agent Workflows, or allow the Topic selection to act as a hidden "User message" that instantly triggers the corresponding intent.

Journey requester info in placeholderSubmitted

I have specific tasks that are to be fulfilled when the requester is a VIP.Right now I have to manually add a checkbox in the initiator form so that i can create a condition for the task. However, the info is already known in the requester fields. I need a way to use that info to put in a condition or to use as a placeholder.For instance:Email the reporting manager of the requester, without adding them to the initiator form If person = VIP,  create task in the offboarding journey to disable the internet incentive plan If requester department = IT, add extra security groups to the badge There are so many more usages for this feature, so it would be a great addition!

Multilingual support for Journeys forms (initiator form, phase labels, field labels)Submitted

ProblemJourneys forms — including the initiator form, phase names, task labels, and custom field labels — cannot be translated. There is no YAML export, no translation file, and no native multilingual option for any part of the Journey builder. Organizations running Freshservice in multiple languages have no supported way to present Journeys in their users' language.This is a known gap that already existed in the legacy Employee Onboarding/Offboarding module, and it has carried over into Journeys unchanged. It is a significant barrier for any organization that is not English-only.Expected behaviorAdmins should be able to translate, at minimum:Journey name and description Phase names Initiator form field labels, helper text, and dropdown choices Stakeholder form field labels and descriptions Email notifications sent to requesters and stakeholdersIdeally this follows the existing YAML translation pattern used for ticket forms, or provides an inline translation UI in the Journey builder — similar to how the Service Catalog handles translations.Current workaroundThe only option suggested in community threads is injecting jQuery to manipulate DOM labels client-side based on browser language. This is fragile, unsupported, and breaks on any platform update. It is not a viable solution for production environments.ImpactAny organization using Journeys for employee onboarding, offboarding, or cross-department workflows in a bilingual or multilingual environment is affected. This is particularly relevant for organizations in regions with multiple official languages (Canada, Switzerland, Belgium, etc.).

Ticket Filter by "I'm watching" and "I have task in"Submitted

Hi,Currently, there is no option in the custom ticket filters to display tickets based on:Tickets I'm Watching Tickets where I have a task assigned (regardless of task status, such as Open, In Progress, or Completed)Having these filtering options would significantly improve visibility and help users better manage the tickets that require their attention.Although there is a default filter called "Tickets I'm Watching", it is hard-coded and cannot be modified. As a result, it is not possible to:use this criterion in custom filters, combine it with other filter conditions, limit the results to active or unfinished tickets only.The current default filter therefore displays all watched tickets, including completed ones, which reduces its usefulness in day-to-day ticket management.Thank you for considering this enhancement.

Placeholder within Approval Group NameUnder Review

We have a serious need for the ability to use placeholders within the action node for adding a name for the approval groups. Without this, we are having to run additional API requests; 1x to GET the approval groups, 2x to GET 2 different custom objects, and another to PUT or POST either creating the approval group or update the approval group. This would be a huge performance saving feature.  

Enable AI Agent Assistance When Forwarding TicketsSubmitted

Today, AI Agent Assistance is available when replying to tickets but not when forwarding them. Please extend the same AI capabilities to the Forward action so agents can benefit from AI-generated summaries, rewrites, and response suggestions regardless of how they communicate within a ticket.

Add Review Date Visibility and Advanced Filters to Knowledge ArticlesSubmitted

Managing knowledge content at scale would be significantly easier if administrators and content owners could quickly identify articles that require attention. Please add the following capabilities to the Knowledge Base article list view:Display Review Date as a column in the default article list Filter and sort by: Review Date Author Folder Creation Date These enhancements would improve knowledge governance, simplify article maintenance, help identify outdated content, and reduce manual effort for organizations managing large knowledge bases. If this would benefit your team, please vote for this idea.

Code blocks in replies & private notesUnder Review

It is common place for us to put XML in our tickets to assist our customers - right now, the XML comes out as a text blob - we do our best to format it, but it takes extra time. We really need an editor like the one found here on the Freshworks Community. There’s no doubt that this is much easier to read<?xml version="1.0" encoding="UTF-8"?><note> <to>Tove</to> <from>Jani</from> <heading>Reminder</heading> <body>Don't forget me this weekend!</body></note>than this is<?xml version="1.0" encoding="UTF-8"?><note>  <to>Tove</to>  <from>Jani</from>  <heading>Reminder</heading>  <body>Don't forget me this weekend!</body></note>

Multiselect dropdownPlanned

Hi team !  I’ve been searching for a mean to add a multiselect dropdown but I saw on the forum that users have been waiting for this feature since 8 years.I don’t think it is technically hard to implement on the software so please could you consider this demand ? To users, could you please upvote this post so the FW team can prioritize this demand ? Thank you by advance 

Custom Contract FieldsClosed

Please add the ability to create custom fields just like the Vendor and Purchase Order options. 

Overpriced Bids Estimating IssueClosed

Problem with Android App on Google Pixel 2Closed

I have a Google Pixel 2 that has problems most of the  time logging on.When I put in proper credentials Freshdesk logons, seems to show the main dashboard screen, then a sliding black screen moves from right to left with "Signed Out".  It is as if the App is logging me out as soon as I logon.If I enter incorrect credentials the App immediately responds incorrect credentials.  So this is not a credentials issue.If I use the credentials of another agent I get the same thing.I have uninstall the App and re-installed.  The App works fine for a period.. but then this behavior re-appears.  Anyone else have similar issues?

Export and Import Workflows Within The Workflow AutomatorFuture Consideration

In Freshservice it would be pretty great if we could Export and Import Workflows.  This could prove particularly beneficial for the Freshworks support teams when providing customers templated examples of Workflows.  This could also allow the Community to share Workflow templates, ideas and examples with each other.