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At the moment it does not appear you can export and report on Paragraph Text (Rich Text) within Freshservice. It does not appear a part of the data dictionary in reporting. Can this please be added (e.g. the description of asset types) so it can be pulled into reports?

This is a two part suggestion1st:In Company fields add a check box field Enable alert banner2nd:If bothThe above referenced check box is enabled and The date value in the Renewal Date field is expired (current or previous date)Then display a persistent red 3/8” red banner with the text Renewal Date in the banner in the following pages/screens:Companies > [Company] screen Above the company logo and name Tickets New ticket Upon entering the contact email associated with the company Banner automatically displays at top in the body of the New ticket window In the ticket details pane below Contact info and the above the contact’s name Ticket window Ticket body At top of page, above the statically located ticket description so that the banner is visible at all times while working in the ticket Contact info widget > Renewal Date field If Renewal date field has been added to the Contact info widget, surround / highlight the Renewal date field with red boarder, the

The ability to create our own placeholders would be super useful.You have already for years had the ability to put placeholders from tickets, service items etc so this is an obvious function that is needed and used by many if not all people using workflows. However, many times there is hardcoded details in workflows that I have written in that need to appear in multiple places in the the workflow or in other workflows. Think if you send an email via a workflow that has a contact detail/email in it, if that email needs changing you have to go to all the workflows that it is in (and remember where it is..) or if using PowerShell app a particular application name might need to be used. So if similar to credentials you have the ability to store placeholders in the admin section which are then available to use in workflows, you would be able to store an email, contact, department, name of any type to be used. if/when inevitably it changes you only need to change the placeholder and not each

Is there a reason why we still don't have the option to sort Ticket Views alphabetically in the sidebar?Currently, it feels like the order is either fixed or based on when the view was created, which makes it a bit of a scavenger hunt when you have more than five or six views to manage.I’d love to be able to use a simple naming convention (like adding "01_" or "A_" to the start of a title) to force my most-used views to the top and push the "once-a-month" views toward the bottom. It seems like a small UI tweak that would make a huge difference for daily workflow efficiency.Does anyone know if there is a workaround for this, or if it’s on the roadmap?Current Workaround: I'm currently stuck searching to find specific views, which isn't ideal.Would love to hear if others are feeling this pain point!

We would like the user to be able to view their assigned assets via the support portal. We often get asked by managers and employees what assets they have on record.  

Please move the ‘Checklists’ section to its own tab, next to Related Tickets / Tasks.There’s already too much in the sidebar which agents already have to scroll a lot to use.Please give this great feature the respect it needs and move it to its rightful place.

Love the new checklist within Freshservice and great you can link these to catalog items. However, it would be great you could create conditions based on custom fields that have been filled out on the items themselves and not just “Requester” and “Requester for”. For example - Catalog item has dropdown for phone type. If “Android” is selected chose “Android Checklist”If “Apple” is selected chose “Apple Checklist” 

Love the new checklist feature.  This will reduce the tasks on certain tickets.  But can the checklist be more than just a line item?  Could a note be added to each line item, so maybe if you hover over the line item or select it, you can see a note further explaining the item.  I think some further explanation on a line item would be helpful, very similar to the note on a task but without all the other functions of a task. 

The current Work Calendar functions as a static view of pre-scheduled tickets. This limits its effectiveness in environments where priorities shift frequently e.g. MSP environments.Key gaps: No drag-and-drop rescheduling Adjusting scheduled work requires manually editing date/time fields via a side panel. This is inefficient compared to dragging the ticket to the desired date/timeslot.  No integrated queue visibility There is no ability to view an agent’s unscheduled tickets alongside their calendar. As new or higher-priority tickets are logged, there is no visibility of that incoming work within this view, making it difficult to quickly reschedule or reassign existing commitments.  High friction scheduling model Scheduling (using planned start and end time/date) requires opening individual tickets and manually setting values, rather than assigning work directly from a centralised view. Requested enhancements:Enable full drag-and-drop scheduling across dates and time slots Introduc

Hello All,We want to create report to display all mereged ticket but when I applying filter on report its not showing any data. However we have few merged tickets created in our application. I need some helpful advice to rectify this issue. Thank you RegardsShyam

Currently we can trigger workflows when tickets, alerts, etc are created or updated. It would be great to see a similar option for journey requests. For example, when a journey request is updated > condition “start date changes" > update journey request subject with new start date.

With the recent June 2026 update, the “reports” section was placed first on the menu.  Although this may have been a decision made by committee, it would be nice to be able to customize the order of the menu for each profile that is logged into Freshservice.  I prefer to have the dashboard still first, followed by tickets.  I always saw those as the most frequently visited areas.  Reports were more of a “as needed” choice.  With the ability to customize the order would be helpful to each user, even with the option to place the menu on the left or along the top. 

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

Hi Freshworks Team and Community,I am currently developing custom integrations for self-service customer support portals to help reduce overall incoming agent ticket volume. A feature we desperately need natively inside Freshdesk/Freshservice portals is a low-latency, client-side calculator widget builder. To test how a tool like this impacts user interaction and reduces ticket deflection, I built a standalone, responsive calculator engine using vanilla JavaScript data arrays. It handles complex, multi-variable logic loops directly in the client's browser (calculating dynamic price variations and nutritional tracking points simultaneously depending on size parameters).You can interact with the live layout configuration and check out the responsive UI performance model here:Live Development Proof of Concept: https://swigdrinksmenu.comHaving an identical native widget block available inside our portal layout customizer would allow teams to build instant quote calculators, shipping estima

You should be able to display dependant fields within a Data Source to confirm details or build a rule on.  For example, if you have Reporting Manager in a Requester’s record - you should be able to display this to the Requester and ask if this is correct or if it needs to be updated or directed to a different approver. OR Build a rule based on a person’s role and certain fields appear based on the role they are in.

Currently the holiday schedule relies on a statically set day and month which can cause inaccuracies year to year. It would be helpful to have an additional option (for US holidays and likely other countries) to specify holidays in the following format -First/2nd/3rd/4th/Last “specific day of the week” in “specific month”.Examples for US holidays include Memorial Day always occurs on the last Monday in May. Another example is Labor Day always occurs on the first Monday in September. If this notation could be used and the exact date could be determined by the back end, the holiday schedule would be a “set up once” item.

When creating a CAB meeting, you can add the changes to be discussed during the meeting. Upon saving, an email is sent to all attendees. In that email, the default placeholder {{cab_meeting.change_list}} is added (see screenshot below). This placeholder contains a table with the following columns:Change ID Subject Planned Start Date Planned End Date Change Type Priority Risk Impact CommentsAt the moment, we have to enter the requester and change status manually in the comment field. The feature request consists of adding "requester" and "status" as columns in the placeholder {{cab_meeting.change_list}} so we don't need to enter it manually.  

All of the data export options revolve around scheduling the data export. Sometimes, for whatever reason, the data export doesnt run. There is no option currently to trigger an immediate data export. This would be useful at times when you need data outside the normal schedule without having to modify the regular schedule or when things do not run correctly.

Hi, Currently Scheduled Workflows only run on Tickets created in the last 6 Months and ignore older Tickets. It also ignores closed Tickets.These restrictions are not obvious as they are not mentioned anywhere in the GUI, only somewhere in the documentation.I understand the performance impacts when always running on all tickets, but at leaset a year back or some config options that allow expanding one of the restrictions per workflow or so would be great.Scheduling should also allow to run multiple times a day, for example run every 15 minutes, maybe with limits like only from 8 am to 5 pm or so.Maybe even allow multiple triggers to run the same workflow, so run every 15 minutes but only on unresolved tickets from the last 6 month and another trigger that runs only once a day but the can also run on all tickets? Also there is Link to execution logs in the GUI but it seems scheduled workflows are not logged? Logging is always great to have... ThanksStephan 

Currently, the maximum number of Agent Availability widgets allowed on a single dashboard is limited to three. Would it be possible to increase or remove this restriction?Our department manages more than six agent groups, and we would like to monitor all of them simultaneously. Having the ability to display additional widgets on a single dashboard would provide better visibility and greatly improve our manager’s ability to oversee team performance in real time.

Hello Team,I would like to highlight a challenge we are currently facing with Freshdesk automator management.In environments with a larger scale (e.g., 5000 users and 100 agents), efficient administration becomes very important. To handle this, we rely heavily on automator rules. However, once the number of automators grows (for example 50+), it becomes increasingly difficult to maintain clarity, understand the logic, and manage the overall structure.At the moment, there is no simple way to logically group or organize automators. This leads to reduced efficiency and higher maintenance effort for administrators.It would be extremely helpful if we could have basic organizational features, such as:Folders or categories for automators (Organization Units) Clear structuring options for better readability Easier navigation within automation rulesFrom a technical perspective, this seems like a relatively straightforward enhancement, but it would bring significant value to customers managing l

Dear Freshservice Product and Engineering Teams,We are writing to propose a fundamental architectural enhancement to the Freshservice platform: the ability to associate key configurations (Workflows, Form Rules, SLAs, Fields) directly with individual Service Catalog Items.The Current Challenge: A Centralized, Condition-Based Configuration ModelCurrently, critical business logic components are managed in centralized, globally-scoped admin sections. To apply logic to a specific Service Item, we must create rules with explicit conditions, such as IF "Requested Item" is "New Laptop Request" THEN....While functional, this model presents significant challenges as an organization scales: High Maintenance Overhead: To understand or modify the end-to-end behavior of a single Service Item, an administrator must navigate to 4-5 different sections (Workflow Automator, Business Rules for Forms, SLA Policies, Field Manager). This fragmentation makes management complex and time-consuming. Increased

Content platforms and tech podcasts receive feedback frommultiple channels such as websites, apps, and communities.A unified CSAT feedback loop inside Freshdesk would helpcreators and support teams analyze user satisfactionmore effectively.We tested a similar feedback workflow on our platform:https://www.smartsplay.com/This approach helped improve response trackingand engagement insights. 

With the recent UI update, I am constantly needing to click the “expand” button to see the sidebar / additional info panel (containing the contact info, time logs, etc). Please add an option to permanently pin this to be always open.

I would like to create a dashboard for assets.How many laptops/phones I have in stock, how many I have in use at the moment, that kind of stuff.At the moment, the module is not available for selection when creating a widget, and this would greatly improve the management of our assets.