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Feedback

Following the go live of FreshService we welcome your feedback.

Comments, requests and bug reports already received are summarised below, along with responses and solutions from the project team. 

Please submit any additional feedback via the FreshService Reporting form.

Feedback and Requests

Issue TypeNameRequest StatusDescriptionResponse

Change request

British Spelling

Resolved

Request British spellcheck be default when responding to Tickets

Spelling and grammar is defined by local browser settings, not the FreshService configuration.
Change request Moving Freddie AI box Resolved Freddy AI box right under the user's request, can this be moved? Placement of the FreddieAI box is a non-configurable design element of the system.
Change request Changing the requester on a forwarded email Resolved When forwarding emails to raise a ticket in FreshService, the system assigns the original email author as the requestor, not the agent forwarding the email - can this be changed? In most cases, it's more helpful to have the email sender automating recorded as the Requester. However, removing the 'From' field from the original email before forward to FreshService will set the requestor as the service agent (or service group) email address.
Change request Setting default ticket views Resolved How can I set the default view of tickets to only show those for my service group? The ticket list view is a 'sticky setting' and defaults to the last view you had open. The 'Your Active Tickets' list view has been created with these default filters for you and your service group. Click the star next to the views you use the most to add as a favourite, or setting the filters for, and saving, a custom view just for yourself.
Change request Reallocating ticket ownership to yourself Resolved Can I 'take' ownership or (re)allocate a ticket to myself? From the ticket list view, checkbox the ticket you wish to assign to yourself and click the 'Pick Up' button at the top of the screen.
Change request Remove prefilled text when clicking reply to a ticket Resolved Can the merge fields for the requestor's <firstname> <lastname> and ticket URL be removed from replies by default? We have removed the requestor name merge fields to enable a more 'human' feel to email replies.

We recommend agents DO NOT delete the ticket URL from replies, this link is an important part of the user experience, directing requestors to the ESM portal and allowing them to track their tickets.
Change request Tailored/localised Canned Responses Under review Is it possible to have canned responses tailored to departments/service groups? This is on the feature roadmap for 2025
Change request Customising columns in ticket list view Resolved Can the ticket view columns be customised? Yes, the views can be customised with the cog at the top of the table. The list of available columns is there. If there is not a column to match then this is not something we can change with configuration as it is part of the core product UX design.
Bug Bug when adding a personal signature Under review There is a bug currently preventing you form editing your signature in your profile. The supplier is working to resolve this.
Change request Want to quiet close tickets Resolved How do I close a ticket without notifying the requestor? Press SHIFT and click CLOSE at the top of the ticket. See: the FreshService article on How to close a ticket without sending an email notification to the requester?
Change request Waiting Status Resolved Please can you introduce a 'Waiting for' status where the next steps are with a 3rd party to action? Two new "Waiting" statuses have been added to the ticket options.
Change request Multiple Requesters Resolved Please enable tickets to have more than one requester. Requestor is designed to be a unique field with the logic that a request always starts from an individual. Other people/groups can be added as CCs. The CC displayed at the top of a ticket is who was in the CC field on the originating email. CCs can be added/removed as you go and the system will use whatever it saw last for the next reply.
Change request Live Updates Resolved Implement live updates for tickets so that any changes are automatically reflected on the page without needing to refresh. When changes have been made to a ticket you're viewing, a clickable 'refresh' icon will appear to reduce the risk of losing information. Live updates are not within the current feature set.
Change request Additional Requester Information Resolved We would like to add more information about requesters, such as SSO and MSD account details (possibly card number), to save time. We have added SSO to the Requester details. The addition of other university IDs will be reviewed for the 2025 roadmap.
Change request Changing Requester Information Under review Allow service agents to edit Requestor details to correct mistakes The ability to edit requestor is currently restricted to platform administrators. Delegated admin permissions are on the roadmap for 2025.
Change request Private Notes management Under review Allow the deletion of private notes in case of mistakes. The ability to delete Private Notes is limited to platform administrators at this time. Delegated admin permissions are on the roadmap for 2025.
Help Request Selective Communication Resolved How can I communicate internally about a requester’s ticket to another party without the requester seeing it? (For example, discussing a grant code with finance without the requester seeing the conversation). Selective communication can be done by using the 'Child Tickets' functionality - See the FreshService article on Adding Child Tickets to Incidents
Change request Banner Alerts for all Freshworks staff Under review Announcements/updates ribbon that can provide information about, for example, ongoing incidents or problems. Under review.
Change request Pinning Tickets Resolved We would like the ability to pin tickets so they remain at the top, serving as reminders for important issues. Not possible within current feature set. Product suggestion will be raised with supplier.
ESM Pilot