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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

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Contributor
eric.cooperContributor

Publish OpenAPI Swagger SpecNew Idea

OpenAPI has been a standard for years. Especially today when engineers are using AI tooling to develop integrations quickly, you should provide a version of your API spec that can be easily understood and consumed by humans as well as automated agents. Having that would drastically reduce friction for your customers who use the FreshService API or who struggle with shortcomings and poor support for the Effiy offerings.See this topic for information:  

2
johnwoodmt
Forum|Forum|11 days ago
J
Apprentice
jitesh.comApprentice

Let users play a mini-game while they wait for an agent to replyClosed for Voting

Instant response time is something all of us strive for, but that is very difficult to meet when interacting with human agents. As a chat queue increases, the response time increases and our customers start seeing messages like "Replying in under 2 minutes" or "Replying in under 35 minutes"While our customer is waiting for an agent to reply, can we allow our agents to play a small mini-game that can keep them engaged.

9
john09
Forum|Forum|12 days ago
C
Contributor
chrirContributor

Custom Company Font, FreshserviceNew Idea

I have found many topic on this, but not really an answer to how.I see some are suggesting loading custom fonts in template for email notifications.I have also asked Freshworks to include the font, but that was a no go..Another question is then, why is it so hard for Freshworks to include more fonts, or add an option for users to add custom fonts?Today Company Profiles are the main thing to really nail for marketing and hitting the right customers.

4
john09
Forum|Forum|12 days ago
S
Apprentice
so_dj2Apprentice

Notifications for all tagged agents in a noteNew Idea

When tagging multiple agents in a note, can all the tagged agents receive an email notification? Currently only the ticket owner receives the notification, but having this would aid with collaboration. We can set agents as watchers, but having a direct email notification would be more efficient. 

1
freefire121
Forum|Forum|13 days ago
I
Apprentice
InselwindApprentice

Option for multiple notifications on contractsNew Idea

Hello,  We recently implemented Freshservice and i am building out our contract management portion.  Currently there is only 1 option for notification (which i have set to  90 days).  In our previous system i could set up multiple notification dates. (Example: 90 days, 60 days, 30 days, 15 days)  This way we got multiple notification reminders in case we missed the first one.  Could this be added as an option.  Thanks.

4
A
Forum|Forum|14 days ago
J
Skilled Expert
joshvengleySkilled Expert

Simplified 'Search' that provides results to populate the Category, Sub-Category, Item fields in Incident RequestsNew Idea

We are wanting to have a field added so a requester can type a topic (ie. printers) and that will provide option(s) that when selected, fills in the fields at the “Category” level and should also extend into Subcategories / Items without having to search specifically at that level to assist the requester or agent in finding what they’re looking for.Ideally, if I search “Printer”, I would be presented with the available items I can select from and choose the appropriate scenario.Hardware (Top-level category containing search term)   |_Printer      |_Purchase      |_Printer JamandSoftware     |_Windows        |_Add A Printer (Item-level category containing search term)This would alleviate so much hunt/peck for requesters, especially new employees to the organization.

0
J
Skilled Expert
Forum|Forum|15 days ago
A
Apprentice
amo368Apprentice

Change Requester via Workflow AutomatorImplemented : Idea is live

We have a number of automations that exist outside of Freshservice that send noreply emails to the helpdesk. I’d like the ability to change the requester to an employee using a workflow automation rather than have to manually go change the ticket each time. We were able to do this with our previous helpdesk system and it was very useful. Unsure why it’s not included in Freshservice.

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Daniel Söderlund
Forum|Forum|15 days ago
J
Skilled Expert
joshvengleySkilled Expert

Allowing Service Desk Rebranding as an outward sync from Sandbox to ProductionNew Idea

I am curious if the ability to sync the Service Desk Rebranding from a Sandbox to Production will be allowed at any point in the future?  We are working on finishing touches to our Sandbox and getting prepared to schedule those changes in Production, and after looking at the Modules support for sync, we saw that Account Settings are not supported.  Will this be allowed at any point in the future? 

1
C
Forum|Forum|15 days ago
R
Apprentice
RalphHApprentice

Scheduled CallbackNew Idea

Provide a requestor the option to provide a date and time when the want/will be available for a callback when submitting an incident.One of our employees requested this and our upper management likes the idea.

1
Daniel Söderlund
Forum|Forum|16 days ago
achoy
Apprentice
achoyApprentice

Disable/Hide Default Asset FieldsNew Idea

Add the ability to disable or hide fields from use for asset types in which they are default. (For example, be able to hide the “Last login by” field from Computer fields.)Presently, there are a good number of fields with a good number of asset types that are inapplicable for our organization and it would be nice to be able to hide the fields to keep asset entries neat and tidy. At the moment the only workaround is to completely recreate the entirety of an asset type and all of its sub-types, which is unideal.

1
D
Forum|Forum|16 days ago
S
Contributor
scantrellContributor

Enable us to change the name / title of tickets opened as result of support conversationsNew Idea

When a ticket is opened as result of a chat in the support messaging window, the titles of the ticket do not always reflect the purpose of the ticket. Often the title of the ticket is “Conversation with <Me>”,  If several tickets are open it can be challenging determining which ticket is for what. Enabling us to change the title to something that makes sense to us as the end users would be helpful.

0
S
Contributor
Forum|Forum|16 days ago
S
Contributor
scantrellContributor

Ability to customize fields displayed when viewing all customers of a companyNew Idea

After clicking Companies, clicking to open any company and under contacts, clicking View All to see all contacts, currently the data columns that are returned are fixed and not customizable. Recommendation:Enable us (customers) the ability to modify the data columns returned, including customer-created data columns so that the data returned regarding contacts for a company is useful and presents the data pertinent and important for us, the customers.i.e.: We have a data fields “Position” an “POC” as well as several other data fields that would be very useful for us when clicking to see all customers.Fields such as company, facebook, twitter, etc... are not useful... at least not for us anyway. 

2
S
Contributor
Forum|Forum|16 days ago
azulakj
Active Contributor
azulakjActive Contributor

Asset Type HierarchyNew Idea

I think it would be a good thing to allow the admin to be able to modify the hierarchy of asset types.Right now, we have a fixed root/child items (i.e. Hardware → Computer/Printers/…..)If for some organizational reason some type doens”t fit well for the company administrating the platform, the onlu workaround is to disable that category, rename it and create a new category where the admin want it to be, and after that still need to add the fields (and many of them already exists in the “misplaced” category).I had the case not so long ago where the users saw that a server is a child of computer, and wanted it to be straight under the hardware node (which i can understand since a computer nowadays is a workstation contrary to a server whic is more of a “Service Station”) Besides, when modifying this, after, all inventory records which were bind to that category needs to be edited to point to the new one.

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Daniel Söderlund
Forum|Forum|16 days ago
Peter Helto
Top Contributor ⭐
Peter HeltoTop Contributor ⭐

Employee Onboarding - Form FieldsIn progress : Included in Product Roadmap

The employee onboarding captures all data from the onboarding submission into text data. This makes functionality in other parts of FreshService not work correct.  For example This text data does not flow into the mobile app because the mobile app only shows ticket description and ticket field data. It is impossible to work on the ticket. You can’t use business rules on any of this text data or questions because business rules rely on fields. You are unable modify any of the answers captured during the stakeholder submission process in the portal like a regular incident. Example, HR needs to change the start date, or Modify job title or name due to typo.  None of this can be edited from the support portal ticket view because it’s all text data.  Only form fields can be granted permission to be modified in the service portal. The onboarding module needs to have it’s own form fields in field manager.   By moving the questions created in employee onboarding setup to Field Manager it fixes all of the above 3 problems.The mobile app will show everything correctly business rules will work you can modify the form field to allow requesters to view/modify as needed.   

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Ryan.Thornton
Forum|Forum|17 days ago
J
Contributor
jens.hartmannContributor

Markdown EditorClosed for Voting

It would be really helpful to have markdown support on the Editor. It is really painful to format the solutions.

9
A
Forum|Forum|17 days ago
Sindy Campillo
Apprentice
Sindy CampilloApprentice

Permitir ocultar o configurar campos base del formulario de Freshdesk en Microsoft TeamsNew Idea

Actualmente, el formulario inicial de creación de tickets de Freshdesk dentro de Microsoft Teams muestra campos base que no pueden ser modificados, ocultados ni deshabilitados.En nuestro caso, varios de estos campos no aplican a nuestros flujos de soporte y generan confusión en los usuarios finales, afectando la experiencia y la adopción del canal de Teams.Solicitamos considerar la opción de:Ocultar campos base no requeridos Modificar qué campos se muestran Configurar el formulario de Teams de forma similar a los formularios web de FreshdeskEsto permitiría una mejor experiencia de usuario, mayor control del flujo de tickets y alineación con los procesos internos de cada organización.Impacto / BeneficioMejor experiencia del usuario final Mayor adopción del canal Microsoft Teams Menor error en la creación de tickets Consistencia entre canales (Web, Email, Teams)

0
Sindy Campillo
Apprentice
Forum|Forum|17 days ago
Y
Apprentice
YannDesjardinsApprentice

Editing excel tables in email bodyNew Idea

Our organization receives a lot of Excel tables embedded in the email body.We typically used Outlook to quickly add or remove rows and columns without having to use Excel.FreshDesk is currently limited to using HTML Block for tables, we cannot add or remove rows and columns easily and its requiring us more time to edit tables being shared in an email body. Could we add an app or Excel capability to edit the table from within the email body directly?

0
Y
Apprentice
Forum|Forum|17 days ago
D
Apprentice
Dawn SchoApprentice

ServiceBot for Microsoft Teams-Include AttachmentsNew Idea

Allow Agents to see additional ticket details from on the ServiceBot  Ticket views.  Similar to the options available when viewing a Changer Request.Include [Attachment, Notes]  

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D
Apprentice
Forum|Forum|17 days ago
E
Contributor
EthanBCContributor

Canned email notifications or email notification templatesNew Idea

It would be great if there was a way to store multiple email notification templates with the option to quickly change between different email notifications either by manual selection or a predetermined schedule. For example we set up a different email response during holidays so users who submit a request are aware that it won’t be resolved until our office reopens. Currently that involves re-editing the message manually at the specific time it needs to be changed. It would be much nicer if we could configure these messages ahead of time so they automatically switch between the “holiday” and “regular” email notifications.

0
E
Contributor
Forum|Forum|17 days ago
eeha0120
Top Contributor ⭐
eeha0120Top Contributor ⭐

Analytics: Ability to clone entire page (with all widgets)Open : Open for Consideration

Hi team. Wouldn’t it be amazing if you could clone an entire Page in Analytics with all the widgets within?Currently, you need to create a new page, go back to the original page, and clone widgets one by one to the newly created page. It is time consuming, when you have several widgets on a Page for real Analytics. We work with hundreds of KPIs and, have several reports (due to the limit of 10 pages per report), with several widgets per page, and this has taken longer than expected to get them properly set. Hope someone else misses the same. Sincerely,Elvis.

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Ryan.Thornton
Forum|Forum|17 days ago
L
Contributor
LisaLaContributor

Business rules in a workspace need to also apply to SchedulerNew Idea

We have business rules in place for tickets in workspaces, however, they are not applying to Scheduler tickets.Business rules should apply to scheduler tickets since they use the same ticket form in Field Manager.PLEASE!!!  Scheduler shows every field to an agent scheduling tickets and they are filling out fields they should not be.

1
J
Forum|Forum|18 days ago
G
Apprentice
GPageApprentice

Canned Response Analytics within FreshServiceNew Idea

It would be helpful if within FreshService we could get analytics on canned response use.Currently it is not possible to easily track how often canned responses are used and it would be helpful if we could.

0
G
Apprentice
Forum|Forum|18 days ago
AlbertTaylor
Apprentice
AlbertTaylorApprentice

Migrate Exchange Mailboxes to Office 365Closed for Voting

The best way to migrate Exchange mailboxes to Office 365 is to use an automated solution that would easily migrate from Exchange to Office 365 mailboxes. One tool that does this and offers numerous other exclusive features is Shoviv Office 365 Migration Tool.Feature of this tool-:• It swiftly migrates the numerous numbers of mailboxes with no limitation on size.• Options to preview added source mailboxes and filter according to the message class and Item date are also embedded within the software.• Mapping option for the source mailbox with target mailbox and search option to search source mailbox is also provided in the software.• Facilitates to migrate Live Exchange/Office 365 Public folders and Archive mailboxes into another Live Exchange/Office 365 public folders and Archive mailboxes.• A Free demo/trial version of the software is also available to check its working efficiency and functioning. It allows the migration of the first 50 items per folder. For more info - Exchange to Office 365 Migration

1
bioklp
Forum|Forum|19 days ago
raja.pavankumar
Community Manager
raja.pavankumarCommunity Manager

Freshservice - Understanding relationship between custom objects, workflow automations and service cataloguesNew Idea

As a Freshservice administrator and application owner, one of the major challenges is to build a scalable service management architecture for your teams, especially with enterprise service management and workspaces in Freshservice, administrators will need to understand divide and conquer strategies, system dependencies and integrations with other enterprise applications available in their IT ecosystem.One such challenge is the ability to understand the relationship between your custom object databases, workflow automations, service catalogue items and forms. As businesses evolve, employees sunset their journeys, your operational platform should be upto-date.We recommend our customers to leverage custom objects in the first place for the below advantages.  Remove the need to hard code information in your automations. Minimize duplication of configurations such as duplicating form data in service catalogue forms and ticket fields. Manage configurations via APIs by integrating Freshservice custom object databases. Example: Lets imagine a service management process involving approvals for governance. Automations seize to trigger approvals to the concerned user or delegate approvals to authorized personnel, when they are no longer with your organization. Understanding which custom object databases to update, automation services and service catalogue forms that are leverage these databases need to be identified to ensure changes are in place before service management takes a hit ! Solution:Review automations and export all variables to custom objects. This will help you identify automations that have a static business logic, all variables leveraged in the automation can now be managed using Custom Objects and credentials using the credential store in Freshservice.   Build a CMDB and service management framework to manage the lifecycle of your custom objects. Consider Custom Object tables as databases managed in your asset inventory and Workflows as microservices.   Below is an example of a dependency map documented as a CMDB entry. If a change is needed to be made to a custom object, govern the process via a change request.Now, lets look at an employee offboarding process that is operational in Freshservice and a user that is part of the custom object table leaves the organization the request may not move forward as the approver is no longer with the organization, automations can now be designed to perform custom object validations and notify agents about changes needed to operations in Freshservice. Custom object databases can be managed easily by automatically create a change request in such scenarios and ensure the offboarding processes continue as defined with minimal outages and maximum visibility. The change request can now yield the below results, that will help you identify the related services that are associated to this custom object table.  Automate the process further by defining workflows that update these custom object tables via API and easily manage these routine tasks that are required to manage the sanity of your databases. Hope this helps you manage Freshservice better ! 

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D
Forum|Forum|24 days ago
M
Skilled Expert
martin.jSkilled Expert

Add Tablular information to Service Request formClosed for Voting

We are starting to add HR into Freshervice, and looking to digitize their processes and forms. There are several of the forms that require information to be entered in a table format, such as existing Roster (below screenshot). Is there a way / suggestion on how best to achieve this?I don't particularly feel like creating each day/row as a field, as it will be a lot of fields, and not look great. Is there an option to add a free text table to a SR?

1
J Heinze
Forum|Forum|24 days ago

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