Freshworks Ideas

8832 Ideas

nihsaagContributor

Add Built-In Calculator & Learning Tools for Better Training ExperienceNew Idea

Training becomes more effective when users can apply concepts instantly. Integrating simple learning tools like an interactive calculator (similar to https://ti84calculatoronline.org/) within Fresh works products could help users test formulas, metrics, or logic in real time. This would bridge the gap between training and real-world usage, improving understanding, confidence, and long-term adoption.

Forum|Forum|24 days ago

KBC_ZimmerliApprentice

Knowledge Base Templates for FreshserviceIn progress : Included in Product Roadmap

Can you please add Knowledge base templates for Freshservice?The Feature already exists in Freshdesk.

Forum|Forum|24 days ago

jspeacockApprentice

Onboarding - Update Start DateNew Idea

We use the onboarding module and occasionally HR needs to update the start date for a worker. This field is not editable after the ticket has been submitted. Because of this, we write the start date into the ticket subject when the ticket is created and this allows us to update a date if HR requests us to do so. Unfortunately this prevents us from running any automations using start date against onboarding tickets. I’d love to see this field become editable.

Forum|Forum|25 days ago

Cara

Customise Bar - Move to the bottom of the sidebarNew Idea

The Customize Sidebar should be at the bottom of the sidebar and not underneath Admin and unable to be moved itself. Having Admin at the very bottom has always been very useful and now it is not at the bottom and the Customize Sidebar is now at the bottom and unable to be moved itself. This should be sitting at the very bottom, just above the Freshworks Switcher. Otherwise, it renders the idea of the button useless or silly because you cannot move the button itself and it gets in the way.

Forum|Forum|25 days ago

David ErnstActive Contributor

Contracts calculating cumulative totals - formulas in ContractsNew Idea

I am wondering if there is any way to have Freshservice Contracts automatically calculate the amount paid to date.We have several contracts that utilize a monthly or quarterly subscription payment plan. In some cases, we may cancel the subscription partially through the year, either because it was determined not beneficial or due to budgetary constraints. It would be helpful to have the Contract Moule calculate how much was paid out for the duration of the contract up to that point.Is there method to include a formula in a Contract field ?

Forum|Forum|25 days ago

julia.aTop Contributor ⭐

Change agent to collaborator and vice versaNew Idea

Currently when you want to change an agent into a collaborator account you have to first delete the agent and then create a collaborator account for them. You also cannot change collaborators to agent accounts either.It would be practical if you could change the type of account without having to delete it first.

Forum|Forum|25 days ago

jcapitan-shorelineSkilled Expert

Attaching Existing Assets to Purchase OrdersNew Idea

The current process for associating existing inventory assets with Purchase Orders (POs) in Freshservice is a significant pain point. We need the flexibility to add assets already in our inventory to an existing PO, rather than being forced to create them from scratch within the PO or resort to cumbersome workarounds.There are two primary scenarios where this limitation becomes particularly problematic: Expedited Asset Entry: Sometimes, we need to get assets into the system quickly. Using the bulk upload option directly within the inventory module is far more efficient than individually adding assets to a PO. However, if these assets are meant to be part of a PO, there's no streamlined way to link them later. Addressing Oversight and Duplication: It's not uncommon for users to forget an active PO exists. They might create, assign, and meticulously log all relevant information for an asset directly in the inventory. Currently, the only way to link this asset to its corresponding PO is to delete the existing asset, losing all its valuable associations and meticulously re-entering the data within the PO. This is a time-consuming and frustrating exercise that leads to data loss and inefficiencies. Allowing users to simply attach or associate an existing inventory asset to an active PO would save considerable time, prevent data duplication, and maintain the integrity of asset records and their associations.

Forum|Forum|25 days ago

matthew.osmanApprentice

Mark high important emails as urgentNew Idea

When an email is marked as high importance in Outlook that should carry over to Freshdesk and mark the ticket as urgent.

Forum|Forum|25 days ago

PeterAndersonCommunity Debut

Sort tickets by multiple columnsIn progress : Included in Product Roadmap

Currently, when viewing a list of tickets, you can add, remove and rearrange columns using the setting on the right-hand side. You can also sort the list using the setting on the left-hand side. However you can only choose one of the columns to sort by. For example, say you have columns for Priority (low, medium, high) and Status (open, in progress, resolved). You can choose to sort by Priority (asc. or desc.), or you can sort by Status (asc. or desc.) - but not both. If you sort by Priority desc. for example, you get a list of all the high priority tickets first, then the medium ones, then the low ones. But out of all the high priority tickets at the top of the list, the Status of those tickets could be in any order. I’d like to suggest a feature that lets us sort a ticket list by multiple columns. This would mean that, for example, you could sort by Priority desc., then Status desc. This would give you a list of all the high priority tickets first, and out of those, all the open ones would be grouped together, all the in progress ones grouped after that, and then all the resolved ones grouped at the end (followed by the medium Priority tickets, etc.). My desire for this feature is to sort my ticket list in such a way that I know that the ticket listed first is the one I need to work on first (be it the most urgent, the one I haven’t responded to yet, or the one that’s been sitting there the longest (or all of the above!)).

Forum|Forum|26 days ago

Cara

Audit Log / History - IntegrationNew Idea

It would be amazing for auditing, if the system told you what integration or workflow or source updated a person. This would very useful to also be available in a history log on the person record. This way you can see what fields were updated from what, to what and by what. This makes troubleshooting issues and data / auditing easier to maintain.

Forum|Forum|26 days ago

gustavorochaApprentice

Folder and Subfolder Structure for Canned ResponsesNew Idea

I would like to suggest an enhancement to the canned responses feature in Freshdesk: the ability to organize responses using folders and subfolders.Currently, managing a large number of canned responses can become challenging, especially for teams that operate in multiple languages or handle diverse topics. Introducing a hierarchical structure would significantly improve organization, usability, and efficiency.Use Case: Multi-language SupportIn our scenario, we support customers in several languages. Ideally, we would like to:Create a top-level folder for each language (e.g., Spanish, Portuguese, English). Within each language folder, organize responses into subfolders by topic (e.g., Billing, Technical Support, Account Management). Store all translated and localized responses within their respective folders.Benefits:Improved navigation and faster access to relevant responses Better scalability as the number of canned responses grows Reduced risk of using incorrect language or outdated content Easier maintenance and updates for localized responses Enhanced productivity for support agentsThis structure would make canned responses much more manageable and align with real-world support workflows, particularly for global teams.Thank you for considering this improvement!

Forum|Forum|26 days ago

mitchell.gibbsApprentice

Multiple Prime UsersClosed for Voting

We'd like to be able to have multiple Prime Users for a Department so that there can be multiple Requestors who can monitor incidents for their team. I tried to add more than one and it wouldn't let me. Is there currently any way to achieve that?

Forum|Forum|26 days ago

joly556Apprentice

Tips for Stress-Free Travel Planning in FloridaNew Idea

Traveling can sometimes feel overwhelming—between managing schedules, packing, and making sure everything goes smoothly. One thing that makes a big difference is reliable transportation. Having access to car rental services in Florida not only gives you the freedom to explore at your own pace but also takes away the stress of depending on public transport or ride-sharing.

Forum|Forum|26 days ago

DigitalGrowthCatalyzeApprentice

What Are Cosmetic Coatings and Why Are They Important?New Idea

Cosmetic coatings are specialized protective layers applied to a car’s exterior to enhance its appearance and safeguard the paintwork. These coatings form a durable shield that protects your vehicle from environmental damage such as UV rays, dirt, water spots, bird droppings, and minor scratches.Unlike traditional wax, cosmetic coatings like ceramic or polymer coatings bond chemically with the paint surface, providing long-lasting protection that can last for months or even years. This means your car stays shinier, cleaner, and easier to maintain.Cosmetic coatings not only improve your car’s aesthetic appeal by giving it a deep, glossy finish but also increase its resale value by preserving the original paint condition. Investing in high-quality cosmetic coatings is essential for anyone who wants to keep their vehicle looking new and protected against everyday wear and tear.

Forum|Forum|26 days ago

michaelrContributor

Force agents to comment when closing ticket + Mail-submit as a different userClosed for Voting

I have two requests / questions - these might already be possible, but if not would sure be a nice addition. 1. Is there a way to force agents to fill in a comment when closing a ticket? Currently some of our agents are replying with final details on how they solved the issue, and then close the ticket, so the user gets two emails at the same time.. I would cancel e-mail notifications for closed tickets, but other agents might not respond at all when closing a ticket, trusting the ticket-closed-notification to let the user know the problem has been solved.I'm trying to minimise the amount of e-mail notifications the users get, so I would like to be able to either force agents to send a comment before closing a ticket (so I can cancel the closed-notification for users) or send a comment and close the ticket at the same time, so that the user will only get one mail notification.2. Is it possible to mail-submit a ticket as a different user? or alternatively, is there a way for the requester of forwarded-mails to be the original sender and not the person who did the forwarding? We are constantly getting user-requests to our personal or work mails, and when forwarding them to the help-desk, the requester listed for the ticket is the agent who did the forwarding and not the user who originally made the request. Any info on how I can do either of these, or if they are in the future road-map for Freshservice, would be very much appreciated. Thanks, Michael

Forum|Forum|27 days ago

hugradarApprentice

Resolution AreaImplemented : Idea is live

I am surprised that FreshService does not have a dedicated section for adding a resolution when closing tickets. This would allow the agent to add a detailed description of how the issue was resolved, and also a closure code. which would be great for reporting

Forum|Forum|27 days ago

Cara

Resolution Notes - MandatoryNew Idea

Why can you only make the Resolution Notes mandatory on Closure in the Major Incidents. This field should be able to be made mandatory on all ticket types. At the moment we have no way of forcing this field to be completed as it is not in the Business Rules to be able to be selected, it is not in the Field Manager to mark as Mandatory and the only place it appears is in the Closure Rules and is only able to be done on Major Incidents. This is not useful. You should be able to utilise this field (seeming it is visible on all ticket types) and make it mandatory upon closure. Also we cannot make it mandatory for other Closure types other than close or resolved. Major Incident in our system also use the Closure Reason of Restored but we cannot make this field available if that is selected, which makes the field almost unusable.

Forum|Forum|29 days ago

Cara

Alphabetical Order - Change from Created DateNew Idea

ATM system-wide everything is ordered and unable to be changed from creation date, rather than alphabetical ordering. This can be confusing when you are trying to find something and makes it hard to search in areas that are not searchable. Can the system please be changed to A-Z ordering rather than creation date? Administration processes can be slowed down because of this as it is hard to find specific information at first glance and sometimes can mean the duplication of roles or rules or specific.

Forum|Forum|1 month ago

TomKApprentice

Improve New CSAT response view and dashboard accessNew Idea

We have recently moved to the New CSAT framework in Freshdesk. While the Advanced CSAT report provides the main CSAT metrics, the experience for reviewing individual customer comments and response-level feedback is now less practical than it was in the older CSAT report.At the moment, customer comments can be accessed through the Underlying Data option. This does work, and it allows additional fields such as Ticket ID, requester details, agent, group, and survey name to be added. However, this process is more cumbersome and less intuitive than the previous CSAT response view.The previous CSAT response view was more visual, interactive, and easier to use. It was much better for quickly reviewing customer comments, presenting feedback internally, identifying trends, and following up on specific service improvement opportunities.The current New CSAT response-level view is mainly presented as a standard table, which makes it less effective for quick review and presentation purposes. I also cannot see a straightforward way to add this response-level comments view directly to a dashboard for quick access and visibility.Requested improvement:Please consider adding a dedicated response-level view for New CSAT, similar to the older CSAT response view, with the ability to:View individual customer comments in a clear, visual, and interactive format See associated details such as Ticket ID, agent, group, requester, company, survey name, and response date Add the response-level view or a useful summary widget directly to a dashboard Export the response-level data, including customer comments Make customer comments easier and faster to access from the Advanced CSAT reportFrom a user perspective, the old CSAT response view was significantly better for day-to-day service review work. The New CSAT reporting framework provides the metrics, but the comments and response-level review experience feels weaker and less accessible.I believe this would be a valuable improvement for many Freshdesk customers, especially those who use CSAT comments for service reviews, presentations, customer follow-up, and continuous improvement activity.

Forum|Forum|1 month ago

dgoodActive Contributor

Add an 'Associated Tickets' field to the Contact search filtersNew Idea

We are importing contacts somewhat regularly and would like a way to remove contacts created before a specific date, but we don’t want to remove contacts that have tickets associated with them as that would remove potentially important documentation.Allowing a filter of ‘Associated Tickets’ with an option of ‘Yes’ or ‘No’ would allow us to filter Contacts created before a specific date that have no associated tickets, which would provide an easy option for bulk removal of Contacts that do not need to be in the system.

Forum|Forum|1 month ago

WoineApprentice

Enable custom fields as parameters in URLNew Idea

As of now it is possible to create an URL with parameters for standard fields, that will prepopulate the new ticket form in the requester portal with values.E.g. https://OUR_DOMAIN/support/tickets/new?workspace_id=2&subject=TestThis will set the workspace and the subject as prepopulated in the form.After searching the forums and also chatting with a support agent from Freshworks, I understand that this is not possible to for custom fields. I’d like to see the same possibility implemented for custom fields. The underlying idea is to publish links on our intranet, to allow for the user to easliy report issues, without having to make multiple choices in the portal (we have several workspaces and it is not always crystal clear which one to pick)

Forum|Forum|1 month ago

martin.jSkilled Expert

Ability to Export ticket Conversations / CommentsClosed for Voting

Could we please have the ability to export full ticket conversations, either (or both) via within each ticket itself (so an Export option) or allow to be included in Reports/Analytics.We sometimes get audited, or managers needing an export of a ticket to review.

Forum|Forum|1 month ago

JDCQApprentice

Mandatory comment field for customer surveyNew Idea

After closing a ticket, we ask our customers to supply a survey.They have the possibility to choose between extremely satisfied / satisfied / not satisfied - not unsatisfied / not satisfied / extremely unhappy When they choose those where they are not satified, i’d like to have a mandatory field to be filled to give some more explanation

Forum|Forum|1 month ago

Spartan GlobeApprentice

Time Range in AnalyticsNew Idea

Hello,I think it could improve analytics to have more Date Range in Analytics, for example :Last 12 monthsLast 13 monthsLast 4 weeksLast 5 WeeksBecause today whenever I use Last 366 days, group by Months, I know the 1st month displayed will be wrong if it’s the 12th of May, the month of May minus 1 year will start the 11th, so incomplete.Same with weeks, I’d like to display the last 4 or 5 weeks, but if I select last 30 days, groyp by week, the 1st week will also be incomplete

Forum|Forum|1 month ago

Bottleneck1212Contributor

Bottleneck Calculator: Analyze Your System's PerformanceNew Idea

Is your PC running slow, or do high-end games and software struggle to run smoothly? It might be due to a bottleneck in your system, where one component, like the CPU or GPU, prevents another from performing at its full potential.No need to worry anymore! With the Bottleneck Calculator, you can easily analyze your PC’s performance. Just enter the details of your CPU and GPU and get instant results.👉 PC Builds Bottleneck CalculatorYou’ll also receive suggestions for the best optimization and future upgrades for your system. Try it now and boost your PC’s performance today!

Forum|Forum|1 month ago

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