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

8520 Ideas

B
Apprentice
BaijPatelApprentice

Make Service Catalog Thumbnails Easier to ReadNew Idea

It’s frustrating that the service catalog view cannot be modified to enable the full name of an icon to be seen without having to hover over the icon. Couldn’t we add mutliple view settings like “List, Details, Large Tiles, Small Tiles” etc like you can in Windows File Explorer?Here’s a simple example where the title is cut off:Some of our less obvious service catalog items are not easy to understand without hovering over the tile to reveal the name: 

3
A
Forum|Forum|1 month ago
SfrsDL
Contributor
SfrsDLContributor

Cart / Basket for Service CatalogNew Idea

Please add a cart / basket for the service desk so multiple items can be created with the same ticket.I know you can already add  ‘Additional Items’ however that would mean making an entire list of the complete catalog as an additional item for each item, which is just not feasible.

0
SfrsDL
Contributor
Forum|Forum|1 month ago
JTAVOLARO
Top Contributor ⭐
JTAVOLAROTop Contributor ⭐

Workflow with condition loopImplemented : Idea is live

wishing there was a method to loop, or call part of a workflow… e.g. having multiple condition statements that would run in sequence regardless of the previous condition’s result.

2
Kamakshi V
Forum|Forum|1 month ago
J
Contributor
jhall23Contributor

Work Flow Automartion for Service item stageImplemented : Idea is live

Hi Guys,Is there a way to use workflow automator to trigger an action if a service stage changes from one to another?For example, if the stage changes from Anything to Fulfilled then trigger an action?Much like with Service Request Approvals, if it changes from anything to approved then trigger an action.I cant seem to work out how to do it with a stage change on the requested item.Thanks! 

12
Kamakshi V
Forum|Forum|1 month ago
C
Skilled Expert
CaraSkilled Expert

Tags - Manually add to Tag List (Hard Code)New Idea

You should be able to manually add a tag into the Tag list so you can reference it in a workflow and for it to give a warning when someone deletes it that it is associated to a workflow and should not be deleted.

7
Daniel Söderlund
Forum|Forum|1 month ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

Show associated tickets/incidents on Change recordNew Idea

If an Incident is associated with a change “change causing this incident” the Incident is not displayed on the Change > Associations > Tickets caused by this change list.

4
Will Smith_ClothingRIC
Forum|Forum|1 month ago
J
Contributor
jwagnerContributor

Restrict 'Activation Email' Option for Agents with View-Only Contact AccessNew Idea

Hi, When agents are given view-only access to contact information, they cannot update End-User details—which is expected. However, they are still able to send activation emails to contacts. We'd like to request a review of this behavior to ensure it aligns with the intended access restrictions. Thanks.

1
J
Contributor
Forum|Forum|1 month ago
J
Contributor
jwagnerContributor

Remove 'Neutral' Option from Customer Satisfaction DashboardNew Idea

Hi,We currently use only two scale points in the Customer Satisfaction Survey (Good vs. Bad), but the "Neutral" option still appears on the Dashboard and can’t be removed.It would be great to have the flexibility to configure the Dashboard to reflect only the options we actually use in the survey. This would help ensure consistency and avoid any confusion when reviewing the results.Thanks,

1
J
Contributor
Forum|Forum|1 month ago
J
Contributor
jwagnerContributor

Remove Outline Box from Canned ResponsesNew Idea

HI,It would be great if you could remove the outline box from Canned Responses. That way, the end-user won't immediately notice it's an automatic reply.In the agent’s view, this box doesn’t appear—which is correct. End-User view:  

1
J
Contributor
Forum|Forum|1 month ago
J
Contributor
jwagnerContributor

Issue: When adding/removing column from one view, all the other views updates automaticallyNew Idea

Hi,We create multiple views with different column configurations. However, when one view is updated—by adding, removing, or reordering columns—all other views are automatically updated as well.This behavior is quite inconvenient, as we need to adjust columns daily, and these changes unintentionally impact other views.Could you please advise if there’s a way to prevent this?Thanks,

0
J
Contributor
Forum|Forum|1 month ago
S
Apprentice
Sophie_KeysApprentice

Make Managed by Group Workspace Specific for AssetsNew Idea

We are running into an issue with asset management due to having 2 workspaces with assets enabled. When selecting Managed by Group in the secondary workspace’s inventory, it brings up the groups from our primary workspace instead.It would be much more useful to have this field pull the groups from the appropriate workspace, like it does if you are an admin on the account.

0
S
Apprentice
Forum|Forum|1 month ago
J
Contributor
jwagnerContributor

Add “All Tickets” Option in End-User Portal FilterNew Idea

Hi,We’ve been receiving a lot of questions from customers regarding the portal view.When clients access the portal, they can initially see all tickets (for those who have permission to view all tickets). However, if they select any option in the ‘Created by’ filter—such as ‘Myself’ or ‘Other requester’—they are unable to return to the full ticket view, even after refreshing the page. This is quite frustrating from the customer’s perspective.It would be very helpful to have an ‘All Tickets’ option available in the dropdown list for the ‘Created by’ filter in the End-User Portal.Thanks,

0
J
Contributor
Forum|Forum|1 month ago
J
Contributor
jwagnerContributor

End-User Portal - Ticket Status FilterNew Idea

Hi,It would be great to have separate options in the Ticket Status filter on the End-User Portal, such as: Open, Pending, Resolved, Closed, instead of the current grouping: “Open or Pending” and “Resolved or Closed.”Additionally, it’s very important that these statuses reflect the labels we defined for customers in the Status field (within the Ticket Fields section). Currently, the Ticket Status filter selection displays the naming used for Agents rather than the customer-facing labels we configured. This creates confusion for customers—for example, when a ticket is marked as Open on our side, it should correspond to Pending on their side, and vice-versa.   

0
J
Contributor
Forum|Forum|1 month ago
M
Apprentice
mcerralvoApprentice

Why must I take my hand off the Keyboard and reach for the Mouse?New Idea

When pasting text into the ticket, I get this prompt: Due to limited functionality on this popup window, there is no default cursor position on CLEAN or KEEP.  And, I cannot tab anywhere on this popup.  Instead, I must grab the mouse and click either CLEAN OR KEEP.  The keyboard is KING when the desire is efficiency, so please fix this.I need UPVOTES to get this fixed please!!TYMatthew

0
M
Apprentice
Forum|Forum|1 month ago
M
Apprentice
mcerralvoApprentice

Cannot re-order PROJECT names shown in the Atlassian JIRA Plus PluginNew Idea

My projects are named Peanuts, Cashews, Walnuts, and Pecans. and that’s the order they appear in in the list when I go to create a JIRA from a FreshDesk ticket using the updated Atlassian Plus Plugin.   See screenshot below.Over time, project Peanuts is now no longer the common project selected, but it is still required.  Now, 3 years later, I select Cashews 99% of the time.The problem is, Peanuts is always the default project when I create my JIRA, and because of lack of functionality, I cannot RE-ORDER the list of projects in a new, desired order:  Cashews, Walnuts, Pecans and finally Peanuts.Please UPVOTE this enhancement request so that the FD Developers realize how necessary this simple enhancement is in making JIRA ticket creation from the plugin more efficient.THANKS!Matthew 

0
M
Apprentice
Forum|Forum|1 month ago
S
Contributor
stevenhContributor

Improvement for collecting input from stakeholders for software during offboardingNew Idea

Software Stakeholder Input during Offboarding: Support Custom Fields for Advanced SettingsCurrently during the offboarding process, I can configure the offboarding workflow to get input from a stakeholder on what to do with software assigned to the offboarding user. I can apply a filter for the software but only for the status. The limitation of this filter is that it’s more-or-less an all or nothing filter. I only need input regarding a few pieces of software. Most of the time, software is going to be unassigned and returned to the available pool at offboarding and you don’t need any input from anyone. However, some software does require input. If the Advanced Settings supported custom fields, I could track what needs input during offboarding and what doesn’t and filter accordingly.The goal is to not waste the stakeholder’s time providing input for software where the action isn’t really up to them and only get the input from what they can actually make a decision on. 

0
S
Contributor
Forum|Forum|1 month ago
DanielRuff
Top Contributor ⭐
DanielRuffTop Contributor ⭐

Collaboration in teams - create a chat instead of a channelIn progress : Included in Product Roadmap

I like the functionality to integrate teams and the upcoming features of adding the linked teams conversation to the ticket as well. So no information gets lost when agents decide to switch to teams instead of writing notes in the ticket.Though the functionaity to create or post to a channel is not enough. Following this thought you have an incident and a server is not working anymore. This affects multiple teams and could increase to any number of agent groups within the system so they all have to discuss and find the solution asap. There is no teams channel in microsoft teams that contains exactly these agents or agent groups.So my suggestion is to add the ability to create a text chat on top to the channel abilities so that I as the initiator of the chat can add whoever is needed from my microsoft teams organisation to help with the incident. This saves a lot of time cause I dont have to maintain a teams channel or add people to that channel.

12
Tabitha
Forum|Forum|1 month ago
markwilson01
Apprentice
markwilson01Apprentice

Top Mobile App Development Company in India | Best App DevelopersClosed for Voting

We are the top mobile application development company in India having 10+ years of experience in Custom iOS & Android Mobile app development Services. Hire Best App developers from Quytech.

1
NikitaNextwebi
Forum|Forum|1 month ago
gnair
Apprentice
gnairApprentice

Feature Request: Two-Way Sync for Google Admin (ChromeOS/Chromebook) AssetsNew Idea

Enable Two-Way Synchronization Between Google Admin Console and Freshservice ChromeOS Device AssetsDescription:Currently, the ChromeOS Device Discovery in Freshservice provides a one-way sync that imports Chromebook asset data from the Google Admin Console into Freshservice. This helps keep our asset inventory up to date, but limits the ability to manage and maintain Chromebook information efficiently across both systems.We are requesting that Freshservice introduce a two-way sync capability, allowing select editable fields to be pushed back from Freshservice to the Google Admin Console.Business Need / Use Case: Our team frequently updates asset information such as: Assigned user Location / department Asset tags Notes / ownership info These fields must also be kept accurate within Google Admin for proper device management, assignment, and auditing. Because the current integration is one-way, any updates made in Freshservice require manual duplication in Google Admin, increasing workload and risk of inconsistent data. A two-way sync would streamline asset lifecycle management and eliminate redundant administrative tasks. Requested Functionality: Two-way data synchronization for key Chromebook fields (e.g., user, asset ID, location, notes). Ability to configure which fields should sync bi-directionally vs. one-way. Sync scheduling options (e.g., real-time, hourly, daily). Full audit logs for changes made via sync to Google Admin. Impact:This enhancement would: Improve data consistency between Freshservice and Google Admin Reduce administrative overhead Streamline IT asset lifecycle management Improve accuracy for audits and reporting Enhance Freshservice’s value as a single source of truth for IT assets Priority: High — affects daily operational efficiency for Chromebook fleets.Optional Add-on:If direct two-way sync is not feasible short-term, an API-based “write-back” option or webhook-based update mechanism would still provide significant value.

0
gnair
Apprentice
Forum|Forum|1 month ago
brian82
brian82

Snapchat Video DownloaderNew Idea

Surprisingly stable app with clean navigation.The premium options actually add value instead of feeling unnecessary.Here’s what I used: Read More.

1
Medic1334
Top Contributor ⭐
Forum|Forum|1 month ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Expand Alert reopen interval to include daysNew Idea

Hopefully a simple request. In the monitoring tools, the Alert reopen interval allows for minutes or hours. This is good for most things, however for our use case we’re experiencing unnecessary tickets due to being restricted to a 24 hour reopen interval.  Use case below: We’ve setup a monitoring tool with a vendor so that when a ticket alerting us to an issue on their side, the email flows into FS via alerts so that only one person is able to work on a team, auto assignment happens, etc.When new comments are posted, the notifications all flow into the same original incident, however when the ticket is resolved on our side, a day or two later the vendor will automatically email out asking for “customer approval” on the ticket, then again a week later (at this point the emails stop). The same resource is parsed out on each (which is what alerts are grouping under) but the 24 hour restriction means I now have 3 tickets for the issue instead of 1. While training people on the team to wait to close until they render an approval is possible, I think this use case, as well as others, would merit an expansion of the criteria to be able to accept days (max 30?)  Unless of course some of you have thoughts on how to get “around” this/shameless upvote plug? ​@mbutler ​@Daniel Söderlund ​@msconfig87 ​@zachary.king ​@DanielRuff 

0
Medic1334
Top Contributor ⭐
Forum|Forum|1 month ago
D
Active Contributor
David ErnstActive Contributor

Allow Agents to select their Email address as sender in commentsNew Idea

In general, we prefer to Default using the System address as the sender for Freshservice emails, replys and comments.  However, there are situation where the Agent would prefer to have the email form a ticket or comment sent from their personal (profile) email address. An option to allow the Agent to select the sender’s (system vs the Agents) email for individual messages.   Possibly default to system setting but allow user to select their profile address.

0
D
Active Contributor
Forum|Forum|1 month ago
V
Active Contributor
vrc.WilliamActive Contributor

Improve Round Robin Ticket Distribution Accuracy & FairnessNew Idea

Freshdesk’s current Round Robin ticket distribution often results in uneven and inaccurate assignment, which creates workload imbalance across agents and adds unnecessary management overhead.In real-world usage, agents frequently end up with dramatically different ticket counts (for example: Agent A = 5 tickets, Agent B = 1 ticket, Agent C = 0 tickets), even when all agents are actively in the queue. This occurs despite automation rules and consistent queue usage.Proposed ImprovementsRound Robin distribution should account for true agent workload and participation, not just queue order. Specifically, it should track: Agents currently in the queue Number of tickets assigned to each agent per day Exclude tickets that were deleted or merged (these should not count toward distribution) Optional consideration of total active/open tickets per agent (load-based distribution) Reset daily distribution counts at midnight This would ensure assignments are fair, predictable, and aligned with actual work performed.Common Scenarios That Break Distribution Today From day-to-day support operations, these situations consistently disrupt Round Robin accuracy from my testing. Auto-generated email tickets Some systems send unavoidable automated emails (delivery failures, out-of-office replies, etc.). Even when these tickets are immediately auto-deleted via automation, they still appear to affect Round Robin distribution. After-hours ticket intake Tickets received overnight are assigned automatically to agents who remain in the queue. This is intentional to prevent missed assignments, but it skews distribution the following day since those tickets already counted toward Round Robin. Ticket merges When a new ticket is merged into an existing one (for example, when a customer replies incorrectly, creating a new ticket), the merged ticket still appears to count toward assignment totals, even though no new work was created. Queue re-entry behavior When agents leave the queue for lunch and rejoin, they appear to be placed at the “top” of the rotation, receiving the next ticket regardless of how many tickets they’ve already handled that day. Tracking daily assignment counts per agent would make Round Robin significantly more transparent and fair in these scenarios.Bonus / Advanced Options (Optional but Powerful) Load-aware distribution Prefer agents with fewer open tickets when assigning new ones. Resolution-time awareness Very short-lived tickets (e.g., opened and closed within 30–60 seconds) should optionally not count toward Round Robin distribution totals, as they don’t represent meaningful workload. Expected Benefits Fairer ticket distribution across agents Less manual intervention by managers Improved morale and perceived fairness More accurate reporting and workload balancing Better alignment with real-world support workflows

0
V
Active Contributor
Forum|Forum|1 month ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

Allow Role Assignment to Agents directly from the Role edit screenNew Idea

The ability to administer roll assignments for agents directly from the role editing screen would be a good convention to make managing role assignments more streamlined and consistent.When every agent has to be individually assigned roles, this invites inconsistency and misconfiguration, leading overall to more risk.  Role/Permissions management should allow standardized assignment. The system would benefit from a way to assign roles in a standardized way

0
AbominableSnowmin
Contributor
Forum|Forum|1 month ago
M
Skilled Expert
maghedSkilled Expert

RolesNew Idea

Idea 1:Currently, roles can only be assigned directly on the agents. However it would be much better if we also could assign roles to groups so that all group members get correct roles. This would simplify maintenance and provide more integrity to access management in the system.  Idea 2:Add the ability to see/review which agent has what role without needing to go in to each agent record.

3
AbominableSnowmin
Contributor
Forum|Forum|1 month ago

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