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

8520 Ideas

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Apprentice
akwongApprentice

Group Tickets by Status in Ticket View (groupby)New Idea

Key Benefits:Improved Ticket Organization: Quickly view tickets categorized by status without needing to apply separate filters.Better Workflow Management: Teams can focus on specific statuses (e.g., prioritize "Open" tickets) to streamline workflows. Proposed Implementation Details: Add a "Group By" dropdown in the ticket view, alongside the existing sorting options. Allow grouping by "Status" as a default option, with future possibilities for other fields like "Group," "Priority," etc. Display tickets in collapsible sections based on their status, with counts for each group (e.g., Open (10), Pending (5)).

1
C
Forum|Forum|25 days ago
sunandamishra29
Apprentice
sunandamishra29Apprentice

Trademark Registration in IndiaNew Idea

Get your trademark registered in India quickly and easily with Setindiabiz. Our expert services ensure a smooth and hassle-free trademark registration process. Apply online today! Visit here: https://www.setindiabiz.com/trademark-registration

0
sunandamishra29
Apprentice
Forum|Forum|27 days ago
D
Apprentice
David-FlintoffApprentice

Convert Live Conversations into Freshdesk Tickets Using Voice-Based InputNew Idea

Hi Freshworks community,I’d like to suggest an idea focused on improving how support interactions are converted into structured tickets inside Freshdesk.The challengeSupport agents often handle conversations across calls, internal discussions, or quick handoffs. Important details issue summaries, next steps, or follow-ups—are usually typed into Freshdesk after the interaction, which can slow agents down and sometimes lead to incomplete ticket context.The ideaIntroduce voice-based input as an optional layer through integrations with tools like Gennie, allowing agents to speak ticket details naturally and sync them into Freshdesk.Potential use cases include: Converting call conversations into ticket descriptions using voice Adding internal notes or summaries hands-free Creating follow-up tasks or reminders without breaking flow Capturing key customer context immediately after interactions Freshdesk would continue to be the system of record, while voice acts as a faster input method during high-volume or real-time support scenarios.Why this could help Faster ticket creation during busy support hours More accurate and complete ticket context Reduced agent fatigue from repetitive typing Improved response quality and follow-through Would love to hear from other Freshdesk users: Where does ticket creation or updating slow agents down most? Would voice-based input add value to your support workflows?

0
D
Apprentice
Forum|Forum|28 days ago
D
Apprentice
David-FlintoffApprentice

Add Voice-Based Updates for Tasks, Notes, and Deals in FreshsalesNew Idea

Hi Freshworks community,I’d like to suggest an idea around enabling voice-based CRM updates in Freshsales, especially for sales teams who spend a lot of time on calls, meetings, or multitasking throughout the day.Problem this solvesIn many sales workflows, notes, follow-ups, and deal updates are entered after conversations end. This often leads to delayed updates, missed context, or incomplete CRM data particularly for high-volume sales teams.The ideaSupport voice-based task and record updates through integrations with tools like Gennie, allowing users to speak updates naturally and sync them with Freshsales.Example use cases could include: Adding notes to Leads, Contacts, or Deals using voice Creating follow-up tasks immediately after calls Logging quick call summaries hands-free Updating reminders or next steps without switching screens Freshsales would remain the system of record, while voice acts as an optional input method to make CRM updates faster and more accurate.Why this could be valuable Reduces manual data entry Improves CRM hygiene and adoption Helps teams capture context in real time Supports remote, inside sales, and mobile workflows Would love to hear feedback from the community on where voice-based input could add the most value in Freshsales.

0
D
Apprentice
Forum|Forum|28 days ago
liftstein
Apprentice
liftsteinApprentice

Looking for a reliable forklift supplier in UAE – any recommendations?New Idea

Liftstein Middle East offers more than just forklifts for sale. They provide electric, diesel, and gas forklifts, along with professional forklift maintenance and genuine spare parts. Their focus is on reducing downtime and keeping operations running smoothly.

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liftstein
Apprentice
Forum|Forum|29 days ago
S
Apprentice
spolatchekApprentice

Folder Structure for Workflow Automator: Organize, Filter, and ScaleNew Idea

Problem:As Workflow Automations grow, the current “flat list” becomes hard to manage. When you have dozens (or hundreds) of automations, it’s difficult to quickly find the right one, understand what’s in use, and keep things clean over time.Request:Add a folder (or category) structure for Workflow Automator and similar automation areas, so admins can store and organize automations in a way that matches real operations.What this should enable: Create folders and subfolders (example: Department > Process > Use Case) Move/copy automations between folders Filter views by folder Optional “system” folders or labels like: Active Inactive / Disabled Draft / Testing Templates Deprecated / Do Not Use Why this is valuable: Faster navigation: find automations quickly without scrolling/searching forever Better visibility: instantly see what’s active vs inactive, what’s being tested, what’s legacy Cleaner governance: supports ownership by team, prevents duplication, and reduces accidents Scales with growth: makes the product usable for larger environments and setups Safer operations: easier to separate “production” from “testing” automations Outcome:Folders (plus basic lifecycle organization) would make Workflow Automator significantly easier to manage at scale, improving admin efficiency and reducing mistakes.

0
S
Apprentice
Forum|Forum|29 days ago
DigitalGrowth
Apprentice
DigitalGrowthApprentice

Why Every Business Needs a Digital Growth StrategyNew Idea

In today’s digital era, having a clear and effective digital growth strategy is crucial for any business aiming to thrive. This strategy helps businesses focus their efforts on the right digital channels, optimize marketing spend, and engage their target audience more effectively. Without it, companies risk falling behind competitors, missing opportunities, and wasting resources on uncoordinated efforts. A digital growth strategy provides a roadmap to increase online visibility, generate qualified leads, and drive sustainable revenue growth by leveraging tools like SEO, social media, content marketing, and data analytics. Simply put, it’s the foundation for long-term success in a technology-driven market.

1
oliverstone
Forum|Forum|30 days ago
Joshua.Lawrence
Top Contributor ⭐
Joshua.LawrenceTop Contributor ⭐

Custom Journey TypesNew Idea

As we expand the number of journeys within Freshservice, it’s important for organisations to have greater flexibility in managing journey types and granting the ability to create custom types aligned with business requirements. Currently, we’re forced to categorise most journeys under ‘Others’ because the default fields do not meet business needs. Enabling custom journey types will allow organisations to group similar journeys, making filtering and analytics more efficient​@Kamakshi V ​@Jatin Rastogi  ​@AkshayY 

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Joshua.Lawrence
Top Contributor ⭐
Forum|Forum|1 month ago
K
Contributor
Karen.ScottContributor

Scheduler - Just a long listNew Idea

Suggestion is to allow proper organisation of the scheduler rather than having a long list.e.g. I have a scheduler to raise a ticket for Licence renewals and also Business Review Meetings with customers (Use MSP mode). If I add a new schedule it just goes to the bottom of the list which is now sitting at almost 50 items to be scheduled. Suggestion is to allow the items to go into Alphabetical order or allow filters so each schedule can be easily found rather than just continually scrolling to the bottom .

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A
Forum|Forum|1 month ago
H
Apprentice
HelloworldFDuserApprentice

Ability to update Resolution Due (Due Date) in bulkNew Idea

It would be extremely helpful to have the ability to update due date (Resolution Due) for multiple or all selected tickets in bulk. I have a high volume of tickets and I update dates to match Engineering sprint release dates. (We link our Freshdesk tickets to Jiras.) Currently I have to do this one-by-one and it is very manual and time consuming.

1
chloeree94949
Forum|Forum|1 month ago
C
Skilled Expert
CaraSkilled Expert

Workflow Automator - Ability to have multiple branches off of a ConditionNew Idea

You should be able to have multiple branches off of a condition. Then in the condition be able to specify which branch it goes to based on what part of the condition.  Use case would be if a customer selects a certain option within a dropdown. Instead of having to create multiple conditions based on the same field, you should be able to say Run this condition on this field. If they select option 1 it goes down this branch, if they select option 2 it follows this branch, etc. It is cleaner and easier to read in the workflow. Also means there is no yes and no condition and having to build the same rule multiple times with the same field but for each.  Then be able to bring the workflow back to the same branch e.g. after that condition is met (as it may go to different teams based on the selection but then always follow the same workflow after, you should be able to direct it back to the same flow.

3
kpatterson
Top Contributor ⭐
Forum|Forum|1 month ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

Allow bulk update of tickets to REMOVE tagsNew Idea

When performing a bulk update of tickets, it’s possible to add information such as tags.There does not appear to be any way to remove existing tags from selected tickets.This would be very helpful!

0
AbominableSnowmin
Contributor
Forum|Forum|1 month ago
S
Contributor
SarikaContributor

'Send activation email' in contact cardNew Idea

Hi!We don’t use customer portal. The button ‘Send activation mail’ in the contact card triggers email towards customer. Agents have been informed however accidentally the button can be clicked. Would be great to have the control of visibility towards agents via roles.      Br, Sarika

1
S
Forum|Forum|1 month ago
A
Apprentice
athomas207Apprentice

Disk free space reportingNew Idea

It would be great if free disk space was exposed as an asset field for reporting. The information is already being collected by the FS agent, but visibility appears to be limited to the asset detail/components page.Ideally there would be a built-in report to provide a list of assets nearing a critical free space limit (10% free or lower, for example).

1
azulakj
Forum|Forum|1 month ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

FUP limits the ability to view year over year trendsImplemented : Idea is live

Being fairly new to Freshservice (we moved over in 2021), we were excited to finally reach a point where our “year-over-year” reporting is actually able to show trends such as what time of year we seeing upticks in ticket count, upticks in new hires, etc. Up to now we’ve had to manually pull numbers into Excel to combine our old system counts with Freshservice since it’s hard to know a trend from a spike with less than 2 years of data!Now the FUP program has been announced that will require us to restrict our reporting to no more than a 2 year period!  So we’re going back to the same boat of having to manually pull data to Excel for reporting :(  I can appreciate the concerns prompting FUP but it feels like there should be a way to permit an exception.  Possible workbooks that have only a single page or are limited to the number of widgets?  We don’t need to see most of our analytics back further than 1-2 years but there are a few instances where that extended trend is really important.

8
Daniel Söderlund
Top Contributor ⭐
Forum|Forum|1 month ago
Å
Contributor
Åsa TjernqvistContributor

Project portfolio managementNew Idea

In the Project module there is no functionality to look at the project grouped in different portfolios and look at the status of the projects. The status could for example be how the project is performing based on cost and also based on time. The different status could be in different colors that show green, yellow, red for example. This should be possible to show on a board for projects.

0
Å
Contributor
Forum|Forum|1 month ago
M
Skilled Expert
MireilleRSkilled Expert

Sorting display of results within Service Items' dropdown fields that obtain it's data from a custom objectNew Idea

I am looking for a way to ‘sort the order of displayed content’ (e.g. alphabetically) within a Service item’s dropdown field that gathers its information from a ‘custom object table’ It seems like it gets it’s order now from de table’s unique id, but of that I am not really sure, for I have seen sorders change as you add or remove (record-)lines to/ from the table.  Dropdown field Table Objectrecords:Table Object fields configuration:Current order of display: (Would prefer to display alphabetically, or in any order that I choose)  See also:Sorting display of 'values' by choice within Dropdown fields that pull up their information from a custom object table | Freshworks Community

8
Å
Contributor
Forum|Forum|1 month ago
andersreve
Top Contributor ⭐
andersreveTop Contributor ⭐

Publicly shareable links for accessing Analytics reportsOpen : Open for Consideration

I have several monthly meetings with our customers to report on our helpdesk performance. Thanks to the great Analytics tool, I have compelling reports to show them about how we continue to give them fantastic support.However, all I really need is for them to have access to such a dashboard themselves. I build the report for them, and share the link with them. They can access it anytime and it would save my team a lot of work.As an example, it could be made a part of the customer portal - where I can not only raise a ticket or find an overview of existing tickets - but access a dashboard based on a report assigned to the specific customer - allowing me to fully view the report just like an analytic role can from the agent side.

5
Amrit Mishra
Forum|Forum|1 month ago
Daniel Söderlund
Top Contributor ⭐
Daniel SöderlundTop Contributor ⭐

Analytics - New Idea Include custom fields in custom metric or attributeIn progress : Included in Product Roadmap

Hello, I like to create a metric or attribute  using custom fields. Example You like know the time between create date and when a custom date field. 

3
Amrit Mishra
Forum|Forum|1 month ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

Allow Software Asset Custom Fields to use LookupsNew Idea

When managing Software fields in Asset Management module, there is no provision to add a lookup field for Group.   It is possible to add a dropdown, but not one with a lookup.The ability to add a lookup field would be a major functionality improvement for Software Asset records.

0
AbominableSnowmin
Contributor
Forum|Forum|1 month ago
R
Apprentice
Rolf.StrandellApprentice

Gantt view in Task ViewNew Idea

The ability to view subtasks in gantt view in a task could help planning of our projects and tasks.

0
R
Apprentice
Forum|Forum|1 month ago
N
Apprentice
Niclas StockholmApprentice

Ability to select "all" in dropdown menuNew Idea

When searching through tickets made by colleagues, it has been requested to have an “All” option in the dropdown, to see all tickets made by the company in the same view. Otherwise you could select tickets made by yourself or specific colleagues only.    

0
N
Apprentice
Forum|Forum|1 month ago
MikeJudge
Apprentice
MikeJudgeApprentice

Roadmap Request: Custom AI Chatbot Integration for Freshdesk - IMike Judge UK Gov (NDPB) IT Team member.New Idea

Hi Freshdesk/Freshworks team,I’ve recently been investigating ways to integrate an AI chatbot with our Freshdesk service desk. So far, the only practical approach I can see is to build something externally using API connections into Freshdesk.I’ve been disappointed to find there doesn’t seem to be a straightforward way to integrate a custom, configurable chatbot directly within our IT team’s Freshdesk experience (ideally embedded in our day‑to‑day workflow), to improve accessibility and self‑service.What we’re looking for is a chatbot that can be configured to:Query and report on tickets, including open / closed / pending statuses Support common ticket actions (e.g., status updates) Help out IT Team navigate and make better use of our Solutions / Knowledge Base, which we’ve built up over the yearsDo Freshdesk have any plans on the roadmap to provide a built-in service like this within Freshdesk, rather than relying primarily on custom API development

0
MikeJudge
Apprentice
Forum|Forum|1 month ago
bram.veldhoen
Community Debut
bram.veldhoenCommunity Debut

Shopping Cart for Service CatalogNew Idea

We are looking for a Shopping Cart like functionality within the Freshservice Service Catalog. In our situation we have multiple Service Items configured as Bundles, but we need the ability for a user to request items across different bundles. Adding bundles is not an option, as all of these items need to be routed to different Agent Groups. This could be achieved with creating seperate tickets for all items, but this would create thousands of additional tickets in our instance, which is undesirable. In conclusion, we are looking for functionality that allows a user to check multiple Service Items in the Catalog and request them in one go, regardless of bundle or service category.

3
C
Skilled Expert
Forum|Forum|1 month ago
M
Apprentice
matthew.osmanApprentice

New version is missing scroll barNew Idea

The new version that just launched is missing a scroll bar and it is causing issues. Could you please add the scroll bar back?  

10
Kamakshi V
Forum|Forum|1 month ago

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