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I see that you can add notes (with attachments) to a contact or company similarly to adding conversations to tickets.Moving from a legacy system into Freshdesk, we are using the API to transfer some history - including notes - from our existing contacts and companies. It would be helpful to also add the notes and attachments to those contacts and companies.However, the V2 API does not allow us to create notes or conversations  or attachments (nor retrieve them). It would be helpful if this were added to the API - we have a large number of contacts and companies and notes - too many to do manually.

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.

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 Ad

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.

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

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

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

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.

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 wi

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

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.

On an IT team, it is often helpful for members of the team to have the ability to see on-call calendars even for groups they are not a member of.  Suggest adding a permission which will allow viewing of all (or some, if possible) on-call calendars even if not a member of the assigned group.

Managing locations using the hierarchical view is very difficult when doing mass updates or a major reconciliation.  It’s tedious and requires repetitive actions.  Presenting the information in a tabular view which allows you to sort, filter, and initiate edits in one place would be extremely helpful.  Related to this, the ability to export the entire list to CSV, perform cleanup, then re-import the list for update would be very helpful!

Location management in Freshservice is still a major problem for administrators and customers. While it improved with the ability to use Locations as a Data Source field in tickets and service requests, there’s a lot of work that still needs to be done to make it not agonizing to use in practice.You cannot report on Locations in Analytics, because you can’t report on a data source field. You can report on Requester location, but not on Location itself. There’s no practical provision to close a location. If you close a location, you have two primary options: remove the location from the location list—which removes the Location field information for any Incident or SR ticket that was ever assigned there, and rendering the prospect of reporting on ticket history by Location useless; or hide the location from requesters and agents—which requires one Business Rule for Forms for the Incident form, and one ticket for each and every SR that uses Location as a field. SR BRFs cannot be cloned,

We are just starting to use FreshService to gather alerts from several disparate applications - However, I noticed during my normal utilization that there is no way to search an alert using the bar at the top of the FreshService page. Normally, when you put a search term in there and hit enter, you are met with a second screen where you can use the bubbles to filter by the specific type of item you are attempting to filter - however, Alerts aren’t in that list.Ideally, we should have a bubble for Alerts, that would allow us to search them using the search term we have provided.Additionally, I feel like the Message and Additional Info fields should be indexed and searchable - but it appears that they are not. Making these changes will make the Alerts page a much better product that can be used in production environments.

I’m really interested in how Freshdesk integrations can streamline customer interactions and improve overall service quality. For example, many businesses like car rental and transport services rely on fast response times and clear communication to keep their customers happy. I’ve seen companies improve workflows by connecting Freshdesk with their booking systems, which makes the whole process smoother for both staff and clients.One great example is in the car hire industry—platforms like Purple Diamond Cars focus on reliability and customer satisfaction, and integrations like these can make customer support even more seamless.What integrations have you found most helpful in improving customer engagement?

Manually updating holidays is time consuming if you have multiple Business Hours.  Please enable updating Holidays via API or by importing from CSV. The current method of importing holidays is inefficient, because I have to delete 60% of the Holidays that are added (e.g., Valentine's Day, Cinco de Mayo, Mother’s Day)

As we have API requests for approvals so that we can have agent group approvals to individuals and is automatically updated when people come and go out of a team. You should be able to set an action (if there are multiple approvals) to check ALL approvals have been approved so set an approval chain OR even be able to reset the Approval Status to Requested or Not Requested so that it can be re-run for the next stage. Or even an action where you can set the approval to Approval Group 1 and the next to Approval Group 2, then add that as a condition you can check.

The ability to query knowledge base articles using Freddy AI insights would be very helpful.  Examples of queries:Articles which have not been updated since creation grouped by year Total articles by author Total solution views in the last X, grouped by category

To improve the usability and efficiency of our knowledge base, I propose adding advanced filtering options that allow users to filter articles based on at least the following criteria: Status: Users should be able to filter articles by their status (e.g., Draft, Published). This will help users quickly find the most relevant and up-to-date information. Author: Allowing users to filter articles by author will enable them to find content created by specific individuals, which can be particularly useful for locating expert opinions or following contributions from key team members. Benefits:Improved Search Efficiency: Users can quickly narrow down search results, saving time and increasing productivity. Enhanced User Experience: Providing more granular filtering options will make the knowledge base more user-friendly and intuitive. Better Content Management: Authors and administrators can more easily manage and track the status of their articles.

Can the Lifecycle Stage please be added to the workflow so we can add it as a condition to check?