Freshworks Ideas

8479 Ideas

Allow viewing of on-call calendars by non-group membersNew Idea

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.

Forum|Forum|11 days ago

AbominableSnowminContributor

Location Management - Tabular viewNew Idea

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!

Forum|Forum|11 days ago

DarenApprentice

Location: management and reporting needsNew Idea

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, so each of those rules must be created and maintained by hand. I’ve done it, and It’s a nightmare! There’s also no documented method to move a location. Say a company uses areas and regions to organize stores within a country instead of (or in addition to) states/provinces. How do you move a location from one area or region to another? If you import a new set of Locations via CSV, does it look for existing locations by name and update the existing set like it does for requesters, or will it just overwrite the current information and disassociate your existing tickets? The KB article has no information on this process. I did just discover that you can move a location by changing the Parent Location field and updating it, but this isn’t documented as far as I can tell, and it should be. Furthermore, if a company is reorganizing its locations en masse, handling this one-by-one by hand will be another nightmare: it doesn’t scale well at all.Feature requests to correct these issues:Allow reporting on data source fields, including Locations. Provide a toggle switch (or some similar function) to hide any specific location from new forms of all types, but still allow it to be visible and reportable in Analytics. Let us just… turn Locations on and off! In one place! Alternatively, provide the option to make a Location-related BRF that can be applied to all SRs. This isn’t as good as a toggle switch because we’re still then responsible for hiding locations across multiple BRFs, but it’s better than what we have now. Provide a useful, non-destructive, and documented method to batch-update existing Locations.Thank you for making such a useful product; implementing these ideas will make an overlooked-yet-critical feature vastly more useful and flexible. I appreciate your time and attention! 😊

Forum|Forum|11 days ago

mbutlerTop Contributor ⭐

Ability to Search AlertsImplemented : Idea is live

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.

Forum|Forum|12 days ago

joly556Apprentice

Exploring Freshdesk Integrations for Better Customer ExperienceNew Idea

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?

Forum|Forum|12 days ago

rebodetContributor

Enable update of Holidays via API or ImportNew Idea

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)

Forum|Forum|12 days ago

CaraSkilled Expert

Workflow - Approval StagesNew Idea

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.

Forum|Forum|12 days ago

AbominableSnowminContributor

Freddy Insights should analyze the Knowledge Base statisticsNew Idea

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

Forum|Forum|12 days ago

anthony castanoContributor

Enhance Solutions Knowledge Base with Filtering OptionsNew Idea

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.

Forum|Forum|12 days ago

CaraSkilled Expert

Change Workflow - Lifecycle StageNew Idea

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

Forum|Forum|12 days ago

ayoder94Apprentice

Column layout should be able to be shared on custom viewsNew Idea

When creating a custom view, the only thing that gets applied to that view are the filters. We need the ability to standardize what columns are seen within that view as well, and it needs to be the same for all agents.

Forum|Forum|12 days ago

gkettApprentice

Identify tickets with no time loggedClosed for Voting

Is there a way I can pull a list of tickets which do not have any time logged against them? I need a way to identify where agents may have forgotten to add their time to tasks.

Forum|Forum|12 days ago

Pankaj.chaudharyApprentice

Assign group as an owner/Reviewer to Knowledge BaseNew Idea

There should be an field to select the existing group as an owner or reviewer of the Knowledge base.This will help the Knowledge Manager to reach out to group of people, when it’s time to review the article, instead of just 1 owner,

Forum|Forum|13 days ago

CaraSkilled Expert

Tags - Change RequestsNew Idea

Why is there no option to add a tag to a Change request or Change Task. Can this please be added?

Forum|Forum|13 days ago

Hubert.PanszczykTop Contributor ⭐

Holding off on adding the note until the graphics are addedNew Idea

When we create a note and want to upload an image to it, the “Add Note” button does not get blocked. This causes the image to be removed if we click the button before the upload is completed. My suggestion is either to disable the “Add Note” button until the image finishes uploading, or to queue the actions in Fresh so that images upload first and only then the system adds the note.

Forum|Forum|14 days ago

vschiaffino

Feature Request: Pasting screenshots when submitting service requestsIn progress : Included in Product Roadmap

Lots of our Freshservice users enjoy the ability to paste screenshots directly into the description field of the “Report an issue” form.However, this field type doesn’t seem to be available for service catalog items. None of the fields available to admins when creating service catalog items seem to have this functionality. We can enable attachments on the form, but that means the user needs to save their screenshot as a file before they can attach it.Please add this feature to your Freshservice roadmap if it isn’t already.

Forum|Forum|14 days ago

Medic1334Top Contributor ⭐

Supervisor execution logsNew Idea

From a troubleshooting perspective, similar to the Workflow automator execution logs, it would be nice to have some sort of supervisor rule execution log that shows all tickets a supervisor was run on. This would allow us to see if things are triggering more/as/less often than desired for a specific rule more proactively after implementation into production rather than having to wait for a user to complain about something not happening when desired OR something happens every hour (and being able to isolate if it is a specific ticket issue, or a global config issue).

Forum|Forum|14 days ago

CaraSkilled Expert

Tag List Counter - Access what it is linked toNew Idea

In the tag list, it gives you a counter of what tickets, requesters or articles that tag is used in but does not tell you which ones they are. If you click on those, it does nothing. You should be able to click on it and be taken to a list of Requesters, Articles and Workflow or Tickets that the Tag is used in so you can amend or fix or remove or update those accordingly. Similarly if you are in there you should be able to link that tag to one of them as well. Tags - Manually add to Tag List (Hard Code) | Freshworks Community

Forum|Forum|14 days ago

mbutlerTop Contributor ⭐

Code blocks in replies & private notesOpen : Open for Consideration

It is common place for us to put XML in our tickets to assist our customers - right now, the XML comes out as a text blob - we do our best to format it, but it takes extra time. We really need an editor like the one found here on the Freshworks Community. There’s no doubt that this is much easier to read<?xml version="1.0" encoding="UTF-8"?><note> <to>Tove</to> <from>Jani</from> <heading>Reminder</heading> <body>Don't forget me this weekend!</body></note>than this is<?xml version="1.0" encoding="UTF-8"?><note> <to>Tove</to> <from>Jani</from> <heading>Reminder</heading> <body>Don't forget me this weekend!</body></note>

Forum|Forum|15 days ago

fernandonjardimApprentice

Creating public calendar link for freshsalesNew Idea

Creating a Calendly feature, so I can send a public link for people to book meetings with me

Forum|Forum|15 days ago

ollyContributor

Auto save ticket notesNew Idea

Automatically save what an agent writes in public and private notes.Currently when an agent writes a note, Freshservice does not save it, so if the agent refreshes or closes the tab, what they wrote is lost.This is unintuitive, as when writing a ticket reply, Freshservice saves what they wrote, so even if they refresh or close the tab, what they wrote is saved.

Forum|Forum|15 days ago

FunkyFritterApprentice

Auto SaveNew Idea

When writing articles in the Solutions or knowledge base section of FreshService, it can be a dangerous game there is no auto save. Not sure why in 2025 there is no autosave but it sure does suck when you spend an hour working on something and lose it. You can’t even write it in a Google Doc and copy and paste because it loses the formatting. An auto-save feature should be top of the list, but the entire screen could use some modernization and formatting features.

Forum|Forum|15 days ago

henrykarter

Dragon Tiger Club: Where Classic Casino Meets Modern ExcitementNew Idea

Dragon Tiger Club: Where Classic Casino Meets Modern ExcitementThe Dragon Tiger Club has established itself as one of the most thrilling destinations for online gaming enthusiasts. Combining traditional casino elements with cutting-edge technology, it provides players with an immersive and enjoyable experience. The club is especially popular for its simplicity, speed, and fairness, making it a top choice for those seeking quick, engaging entertainment.At the heart of the platform is the legendary Dragon Tiger game, a casino favorite known for its fast-paced action. The rules are refreshingly simple—two cards are dealt, one for the Dragon and one for the Tiger, and players bet on which side will have the higher card. Each round takes only a few seconds, offering instant results and nonstop excitement. This accessibility makes Dragon Tiger perfect for both beginners and experienced players alike.One of the most attractive features of Dragon Tiger Club is its live dealer experience. With real-time video streaming, professional dealers, and interactive gameplay, players can enjoy the thrill of a real casino from the comfort of their homes. The platform’s sleek design and intuitive interface ensure that every session feels smooth and engaging.Security and transparency are cornerstones of the Dragon Tiger Club experience. The platform uses advanced encryption and fair play systems to protect player data and guarantee that every game outcome is completely random. Independent audits and strict compliance standards ensure the highest level of integrity, building trust among players worldwide.Beyond the classic Dragon Tiger table, the club offers a variety of other casino games and slot options. Each game is carefully crafted with stunning visuals, smooth mechanics, and generous payouts. Regular updates introduce fresh content, ensuring that the entertainment never stops.Dragon Tiger Club also goes the extra mile to reward its players. With exclusive bonuses, promotions, and loyalty programs, members can enjoy added value every time they play. From welcome bonuses to special tournaments, the platform keeps its community engaged and motivated.Another reason for the club’s growing popularity is its cross-platform accessibility. Whether you’re playing on a computer, smartphone, or tablet, the interface adjusts flawlessly, offering uninterrupted gameplay anytime and anywhere. The convenience of mobile access has made Dragon Tiger Club a favorite among players who enjoy gaming on the go.In conclusion, Dragon Tiger Club delivers a premium online casino experience by blending traditional gaming charm with modern technology. Its easy gameplay, live casino features, strong security, and exciting rewards make it one of the best destinations for anyone looking to enjoy authentic casino entertainment. For players seeking a trusted and exhilarating gaming experience, Dragon Tiger Club truly stands out as a leader in the online casino world.

Forum|Forum|16 days ago

fernandonjardimApprentice

Getting notification every time a lead open an email or visit a pageNew Idea

This is a very basic feature that a lot of other CRMs got it but Fresh hasn’t.It would be very helpful, if I could get a real time notification, every time a warm lead open up my email or is currently visiting a webpage, therefore I can act when the intend is there.Fresh already has the widget to add to the website, so really the only think missing is the automation to allow people to get those notifications.

Forum|Forum|16 days ago

AmalinaQApprentice

Mandate Asset field based on Asset StateNew Idea

I would like to request a feature that allow us to mandate certain field in Asset module when asset state is set to certain value. It caused incomplete data record and improper asset tracking. Due to our business operation, we have more than 10 site office. Thus, i need every asset assigned with a site office detail when asset is set to “In Use”Currently the Asset module doesn’t provide any way to enforce required fields. Unlike the ticket, change or service item that we can configure through business rule. This creates issues where assets move from one state to another, but important fields are left blank because there’s no validation.For example, when an asset moves to “In Use,” we may want to require “Assigned To,” “Location,” or other key fields — but we can’t enforce this today.Adding conditional mandatory fields would help: Improve data accuracy and completeness Ensure proper asset tracking throughout the lifecycle Reduce manual follow-up and errors This would be extremely useful for us who rely heavily on asset data to ensure accurate tracking.

Forum|Forum|16 days ago

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