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 Notes and tasks are great features, but it would also be nice to have a checklist that could be added to a ticket so that different agents could easily update progress on the work. Examples would be a scenario where you are installing a new computer which has several specific steps for configuration according to our environment. Or troubleshooting checklists,  or account creation steps for an agent supporting network account creation.

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Really can't say how useful this would be to us. I seems crazy that it was raised over 5 years ago and we are still no where nearer getting it.

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We need to get some type of answer on this.  It appears that there is a disconnect from Freshworks and the users.

In my case, I created a "scenario" to add a number of tasks to an incident.  That's proven to be a reasonable workaround.


I wanted to do this, and in some situations I will.  However I have a previous checklist app I built that has 40 items, PIA to map the tasks.

It's a decent product but do NOT use the forums as any kind of indication of what's coming to the product. As you see here, a feature request from 5 years ago is still not addressed. Features that you won't see requested anywhere suddenly are on the roadmap being implemented and yet other requests/issues/bugs sit untouched for years and years! It's about the slowest development cycle I've ever seen and the worst communication. We'd have left a while ago but currently too busy to research a new solution and migrate but once I have the time will be gone.

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So my experience with Fresh is much better than that so I'll throw my hat in here. I think there is definitely a miss here, but I don't think that's representative of Fresh as a whole. I think the issue may be with this being "implemented" and not being monitored or something like that. Assuming positive intent, maybe we should start a new thread and clarify the need. For me, I need the checklists to prevent the ticket from being closed unless the tasks are all complete.What are the other requirements, lets put something together and start a new request. 

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I am wanting to help unify our requests a little more by starting a User Group. If anyone is interested placate email me at This would NOT be a group to bash Freshworks just to make more unified requests for features and changes.
I agree Jeff. I feel like Freshworks is pretty good at updating the product, but I do see a lot of requests that have been out there for years so I think the continuation of making requests and rerequests will have to continue until they have a better method for making requests and communicating than just forums.

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My requirements are simple, and do not even go so far as to workflow.  

A simple to manage checklist that can be automatically created from a template for items that have repetative tasks. 

@patrick - Does creating a checklist automation not meet your needs? if THIS TICKET TYPE, then add CHECKLIST as tasks? If not, which part of it does not meet the need? 

@Jeff,  It is difficult to manage the list of tasks.  I would perfer an easy to manage interface for the checklist, something similar to what is used for categories would be ideal.  Here is one example.  I have an app used for a checklist of all items a PC tech needs to do to setup a PC; that is about 40 items.  That list changes frequently, and is maintained by a Sysadmin.  If they want to add or remove an item in FreshService they would have to go into the workflow and modify a workflow instead of just a list.

One task, with a list of checkboxes would be ideal for me.


Bump.  This seems like it should be a simple thing to implement and not at all the same as a child ticket or task.

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