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Ideas portal FAQ

Find, vote on and share ideas for Freshworks products. Here is how it works and what happens next.

1. Idea stages and what they mean

Every idea has a status. It shows where the idea is today.

How does an idea move from submitted to delivered?
  1. Submitted
  2. Under review
  3. Planned
  4. In development
  5. Delivered

Not every idea makes it to the end. Some stay open for votes as Future consideration. Others are Closed.

You get an email each time the status of an idea you posted, voted on or subscribed to changes.

What does each status mean?
Submitted
We received the idea. It is open for votes and comments.
Under review
Product is looking at the idea.
Planned
The idea is on the roadmap. We have not started building it yet.
In development
Our teams are building it. We expect to release it within 12 months.
Delivered
The idea is live in the product.
Future consideration
We are not planning it now, but it stays open. Votes help us see if demand grows.
Closed
We are not taking this idea forward. See "Why was my idea closed?" below.
Does Planned mean a release date?

No. Planned means the idea is on the roadmap. Timing can change as priorities change. We update the status when work starts and when the idea ships.

2. The basics: from your idea to our answer

Six questions most people ask before they post.

What is an idea?

An idea is a request for a feature or improvement that is not in the product today.

Something broken? That is a bug. Please contact Support so they can help you.

Should I search before I post?

Yes. If a similar idea exists, vote and comment on it instead of adding a new one. Duplicate ideas split the votes, so no single idea shows how many people want it.

How do I submit an idea?
  1. Search. Choose Submit an idea and type a title. Similar ideas appear. Vote on one if it matches.
  2. Describe. Tell us the task you are trying to do and what gets in your way today.
  3. Add context. Pick the product area and tell us how much this affects your team. Add a screenshot if it helps.
  4. Submit. Your idea shows as Submitted.
How will I hear back?

You get an email when the status of your idea changes. To follow an idea you did not post, subscribe to it.

Why was my idea closed?

An idea can be closed for one of these reasons:

  • Merged. A similar idea exists. Your votes move to it.
  • Bug. It is something to fix, not a new request. Contact Support for help.
  • Retired. It no longer fits the product.
  • Already available. The product can do this today.
  • Not planned. We have no plans to build it.

Closed ideas stay searchable, so you can still read the comments.

3. Find ideas and share your thoughts

The quickest way to make an impact is to back an idea that already exists.

How do I find an existing idea?
  • Use the search bar on the Ideas page. Try two or three keywords.
  • Filter by product, so you only see ideas for the product you use.
  • Filter by status to see what is Planned or In development.
  • Sort by votes to see the most requested ideas first.
How do I vote on an idea?

Open the idea and select the vote button. Voting shows us which ideas matter to you. You need to be signed in to vote.

How do I add a comment?

Open the idea and add your comment. The most useful comments say:

  • What you are trying to do.
  • What stops you today.
  • How you work around it, if you do.

"I agree" helps less than a short example from your own work.

How do I follow an idea?

Select Subscribe on the idea. You get an email when the status changes or when someone replies.

I could not find my idea. What now?

Submit a new one. Use a clear title and describe the problem, not only the solution. Then we can see what you need, even if there is more than one way to solve it.

Have a bug or a question about how a feature works? Contact Support instead.

Ideas Status Pipeline

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8951 Ideas

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Apprentice
duoc.nguyenApprentice

Request "tag" in condition of time triggersClosed

I have many tasks in which I need to set up time trigger automation rules within exclusion by tags. However, there is no set up for tag in condition part of time trigger automation. I don’t know how to resolve it.For example: I want to set up a rule that set status in to closed when some conditions are satisfied and tag contain none of “...”. And there is no condition for tag, I have no way to set up that rule. Using other fields are too inconvenient.

0
Apprentice
2 years ago
Skilled Expert
Patrick GSkilled Expert

More complexe and complete dynamic formsClosed

Hi, Would be great if we could do more complete forms for service request, as easily as jotform. I would love to integrate all the forms in the business in Freshservice, but complexe ones (like declaring an accident) can’t fit in freshservice yet. The 5 dynamic fields per form limit is an issue. Would be great if we could create/manage/edit business rules directly in the form creation window. I’m also missing a conditionnal formatting for text or number fields (ex : (819)-856-4589) Forcing the good syntaxe, phone numbers, credit card, postal code, invoice number, etc…Food for thoughts! Thanks!

0
Skilled Expert
2 years ago
Keith_Lewis
Apprentice
Keith_LewisApprentice

Form Template for already created ticketsClosed

Can we get an enhancement request for giving “Forms Template” functionality to already created tickets?Our users create unassigned tickets, that have blank fields, mostly, and our Helpdesk team would really to have the same Forms Template functionality to pre-populate the fields on already created tickets.Thanks-Keith

0
Keith_Lewis
Apprentice
2 years ago
MichaelJM
Top Contributor ⭐
MichaelJMTop Contributor ⭐

Make Widgets link directly to WorkspaceClosed

We have three workspaces - HR, IT, Facilities - but there is only one ticket form. I would like the ability to make the Support Portal start with 3 large ‘buttons’ for these workspaces, and when they click on one - HR, for example - it takes them directly to the ticket form for HR. We can’t rely on end-users to choose the correct workspace from the dropdown.If this is currently possible in the UI to ‘force’ a workspace on a form and I’m missing it, please let me know.

0
MichaelJM
Top Contributor ⭐
2 years ago
Skilled Expert
SteveF1258Skilled Expert

Workflow Automator (Drag & Drop)Future Consideration

Hi All,While having a clear up of some old workflows I noticed that some of the ones we have kept could do with the action/task being reordered, It would be great if you were able to just click the edit button and drag and drop the actions/tasks into place, instead of cloning deleting etc

1
2 years ago
Apprentice
cceygdApprentice

Need more flexibility when sending CSAT (Surveys)Under Review

I would like to submit an enhancement request for surveys.Develop additional functionality that allows the administrator to determine how frequently a user will be sent a survey. This should be flexible to meet individual Freshdesk customer needs. So for example, an option to choose a customer may only receive a survey x time per month, week, etc regardless of the number of tickets submitted. We have customers that engage with us daily. They do not like receiving the surveys from us for every ticket. While they can easily delete the survey email. It’s not really giving them what they want. A way to easily whitelist/blacklist? Customers from receiving surveys. We would like to do this by domain and specific customers. If some customers request to never receive a survey we need to be able to honor that. Allow agents to select whether a particular customer should get a survey when the ticket is resolved. This should be functionality that can be turned on per Freshdesk customer, as some may want this option an some may not. Enhanced Reporting. Would love a way to easily generate a report for agents that provides statics on the responses and also a list of comments they received. The report should be formatted nicely and able to be scheduled to be sent to the agent.

6
zehab
2 years ago
Kaley White
Contributor
Kaley WhiteContributor

Company-specific contact fieldsClosed

I want to associate contact job titles, emails, phone numbers, and some custom fields with specific companies. For example, for a contact associated with ABC Medical School and ABC Hospital, the title Associate Professor should be associated with ABC Medical School, and Radiation Oncologist should be associated with ABC Hospital.

0
Kaley White
Contributor
2 years ago
Apprentice
GSPApprentice

Be able to configure domain to use with ReCaptcha for Freshdesk WidgetClosed

Hello, I’ve recently asked about this possibility in the community: And through the support team, Ticket ID: 15174013 I’d like to submit this as an idea to improve users’ privacy.Right now when you configure Freshdesk widget to use ReCaptcha, it only works using www.google.com domain however according to the ReCaptcha documentation you could also use another domain https://recaptcha.net to load ReCaptcha, which provides the same functionality while reducing the cookies that may be set by the www.google.com domain. You can find more information here: https://developers.google.com/recaptcha/docs/faq#does-recaptcha-use-cookiesI’m aware that this would require to make changes on how the Freshdesk widget can be configured however this is a great add-on for all users’ privacy. Thanks for your time.

0
Apprentice
2 years ago
Apprentice
BreedleeApprentice

Onboarding/Offboarding VisibilityClosed

An idea for Freshservice is to give admins the ability to repress Onboarding/Offboarding modules from the Self Service Portal. In our use case, we have taken a SR approach to Onboarding/Offboarding instead and will not be using the native module. Because of this, seeing this on the SSP page is redundant and only will confuse of user base.

2
Daniel Söderlund
2 years ago
Kaley White
Contributor
Kaley WhiteContributor

To-Do Notifications for All AgentsClosed

I’d like to deliver ticket to-do notifications to all agents, not just the one who created the reminder. 

0
Kaley White
Contributor
2 years ago
Contributor
rkramerContributor

To-Dos - Share across DomainClosed

When I add things to the To-Dos, I would like to be able to have everyone be able to see them. Or maybe another options would be to be able click a box that says Show: Me/EveryoneWe could use this to share information that is important right now.Thanks,Ron

2
Kaley White
Contributor
2 years ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Sandboxing and Requester GroupsClosed

It seems the Sandbox environment doesn’t make an exact copy of the prod environment when created. I find that many of my Requester Groups are nowhere to be found in the Sandbox, which is unfortunate when I need to test Service Catalog item visibility. The documentation on sandboxing explicitly says groups are copied, and the verbiage on the Sandbox page in the admin portal seems to suggest it is creating an exact replica of the prod environment when the Sandbox is created. I have been told, however, by support that this is not the case, and the Sandbox doesn’t load all the Requester groups (and possibly other items but I haven’t checked everything yet). This needs to be fixed, else the Sandbox is useless (for us anyway) for staging changes to be loaded into Prod, something the literature and product videos suggest is its primary use-case scenario.

0
mbackwater42
Top Contributor ⭐
2 years ago
Apprentice
tristanshacklettApprentice

Filter options for viewsClosed

Can we get the ability to select multiple subcategories for our view filter or be able to “exclude” a certain subcategory from showing in a view?

1
2 years ago
Apprentice
dankitchenApprentice

Update custom_fields on Service Catalog Items using the APIClosed

Hi I see that we can create service catalog items with custom fields using v2 API, as described here:https://api.freshservice.com/#create_service_catalog_item It would nice if we had the option to be able to update custom_fields on service catalog items which already exist.  For example, on the Employee Information form (which is already created in my case), I want to be able make an API call to update the values of one of the dropdown_menu custom fields, so that the values remain up to date when a requester is submitting the form.  It feels like the functionality is already half there, and just requires the support for PUT request?  Thanks!

0
Apprentice
2 years ago
Skilled Expert
AndyDibiasiSkilled Expert

Make Agents act as Requesters when using Support-Portal (required for ESM / Multi Department use)Future Consideration

We use Freshservice as ESM (Enterprise Service Management), hence with unrelated departments. When Facility Service Agents open an IT ticket, and when IT agents open a Facility Service ticket they should be able to fully work as requesters, including:not thrown to the agent view after submitting a ticket be able to answer the CSAT of a ticket for the other departmentThis could be achieved by letting users always on the URL [freshservice-instance]/support/ and never throw by any automation to [freshservice-instance]/a/ or [freshservice-instancte]/itil/ or /admin/ as long as they don’t call that URL in their browser intentionally.You could make this new behavior optional via a checkbox in the admin panel.Zendesk e.g. has a similar option and it’s pretty straight forward. The lack of this option clearly limits Freshservice abiblities as an ESM, although it does a great job as such in many aspects already (we have rolled it out a couple of weeks ago).Without this feature you don’t want to scale it though, or include even more departments as agents. Would also be nice to know if others who use it as ESM have dealt with the situation. Cheers,Andy

3
christian.mentor
2 years ago
Apprentice
MartijnvdWielApprentice

Forum email templates editable through Email NotificationsClosed

Hi everyone!We’re using the Forum to keep users updated on the status of our key processes. To make sure they receive updates, we ask them to Follow a topic or category, so that they receive an email notification when we post a new topic or when we update a topic.Unfortunately, we’re unable to edit the Forum email notifications. The email templates are pretty basic and don’t reflect our tone-of-voice.So the feature that we would like to see in Freshdesk is:Being able to edit the email templates for notifications that are sent out to logged-in users that follow topics/categories on the Forum It seems to me that these email templates should be available through Admin > Workflows > Email Notifications.If someone has a great idea on how to work around this ‘problem’, I’d love to hear it! 

0
Apprentice
2 years ago
abhijit.nakate
Apprentice
abhijit.nakateApprentice

Notification dot (Red dot) for Spam folder when an email automatically lands in the Freshdesk Spam folder due to Freshdesk backend logicClosed

Genuine customer emails / tickets with clear domain, email-id, email content occasionally lands in Freshdesk’s SPAM folder. Unless manually checked for this ticket in SPAM, we will miss out on the ticket and resolving our customer problem. However, customer would assume we are working on their ticket, and consider it bad service when they do not receive a response.The cleaner option will be to show a notification dot (red dot) on the SPAM folder if and when any ticket automatically lands in the SPAM folder due to FD’s own back end logic of marking any tickets as spam. In it’s absence, it becomes a manual task to monitor and ensure the SPAM folder is clean.Request to consider it as a valid useful enhancement. Alternate option is to notify as a running / highlight bar / via email to the admins.

0
abhijit.nakate
Apprentice
2 years ago
Apprentice
Ab DessoukiApprentice

Auto-ticket assignment / Unassigned ticket queue ready for assignmentClosed

Hello!As per support ticket 15006895, the auto-ticket assignment only works when agents are online and marked themselves as available. However, if a ticket was created while no agent is available that ticket will not be auto-assigned even if an agent has marked themselves online later. Round-Robin of ticket assignment is expected to be auto-assigning tickets once there is an agent online and ready to receive tickets, that is the case for any contact center\call center\service center\service desk team. It is not ideal that someone would spend the first hour or two of the morning shifts triaging and manually assigning tickets that are sitting there. The idea of round-robin entitles that there is a queue for unassigned tickets that are ready to be assigned once an agent is available.I understand that this is not currently possible in Freshservice, but would be a lot easier for a service desk to fully utilize an ITSM solution.

1
2 years ago
dehaege
Apprentice
dehaegeApprentice

Add previous and next page controls at bottom of asset inventory list viewClosed

Given there’s an 50 record limit to each asset inventory page view, having the previous and next page controls only at the top of the page is a poor user experience.  Instead, I would suggest either adding a second set of controls at the bottom of the page or making the top page nav buttons sticky so they stay at the top as you scroll. 

0
dehaege
Apprentice
2 years ago
zachary.king
Top Contributor ⭐
zachary.kingTop Contributor ⭐

Freshservice Form Templates for Problems, Releases and SolutionsClosed

The Form Templates in freshservice need to allow for the generating of templates for all potential modules that use a form (ex. Problems, Releases, and Solutions Articles). Currently it is limited to Tickets and Changes. We use templates extensively and would like to do so for Problems and Release records to save our agents time and energy.Please consider this enhancement!!

0
zachary.king
Top Contributor ⭐
2 years ago
DavidLY
Apprentice
DavidLYApprentice

Create one or more child company under one parent companyClosed

This functionality allows us to structure our ticket management system in a way that closely mirrors the realities of our on-ground operations and many companies. This setup empowers us to efficiently manage tickets across multiple subsidiaries or branches, all under the umbrella of a parent company.By establishing a hierarchy of parent and child companies, we reflect the true layout of our business landscape.Different subsidiaries or branches often require localized decision-making.The hierarchical structure enables tailored reporting and analytics

1
Yassine
2 years ago
rcarpenter1760
Apprentice
rcarpenter1760Apprentice

API for OffboardingClosed

While the API endpoints exist to create and manage onboarding requests, there are no endpoints to do the same offboarding requests. It would be extremely helpful for these to be created in order to automate/streamline the offboarding process.

0
rcarpenter1760
Apprentice
2 years ago
Active Contributor
gdavid16Active Contributor

Ticket View with the last note / communication as a fieldClosed

Ticket View with the last note / communication as a field. it doesnt need to display the full text, but if there was a way to hover over something and see the last communication, that would be helpful, instead of having to click and scroll thru each ticket individually. also the ability to export the current view with the last note or communication would be a huge plus, sometimes you just need excel.

2
2 years ago
Apprentice
michael.belvalApprentice

Updating archived ticketsClosed

Hi,We should have the ability to easily (at least the admin) update certain fields in archived tickets. For example we have duplicate companies to clean on FreshDesk and we cannot transfer tickets from one company to another. If we delete the duplicate we automatically lose the attachment data on the ticket.To do this it would be ideal to be able to do it from the back office of the application or at least via API script.Thanks

0
Apprentice
2 years ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Office 365 Calendar App optionsClosed

The Office 365 Calendar App works great, in that it gets tasks added to our Outlook Calendars. It could use some improvement. Options to control meeting status and visibility would be great. I don’t need a task that will take small amounts of work over several days (like checking with users after a Change is implemented to troubleshoot any issues) to show me as Busy for the duration. Some options to choose how Meetings generated from Tasks show up in the Outlook Calendar (Free/Busy/etc., private vs. public) would help a lot. Thanks!

0
mbackwater42
Top Contributor ⭐
2 years ago
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This ideas board reflects customer feedback and our current thinking, and is provided for informational purposes only. Roadmap decisions, including AI-related capabilities, are influenced by many inputs beyond customer votes, such as technical feasibility, security, compliance, and market conditions. They are subject to change without notice. Idea status labels (such as “Under Review” or “Planned”) do not constitute a commitment, promise, or legal obligation to deliver any feature, functionality, or timeline, and are not part of any agreement with Freshworks. Development and release of any product or feature remain at Freshworks’ sole discretion.

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