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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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dwinanisaatriana
Apprentice
dwinanisaatrianaApprentice

Undo Send in FreshchatFuture Consideration

Hi Team,We have few big customers who is requesting for Undo Send in Freshchat. We have acknowledge that this feature already available in Freshdesk, this Undo Send in Freshchat would be very helpful for our customers to improve the response accuracy, punctuality, and Agent productivity.Hopefully this useful feature can be consider in future product roadmap also with certain ETA.Thank you.

0
dwinanisaatriana
Apprentice
2 years ago
Skilled Expert
RodSSkilled Expert

Load object values based on drop down selection in formsFuture Consideration

I would like to see an option to add read-only fields in forms that load values from existing objects, both standard (all users, locations et al) and custom objects based on a selection made in a drop down. Examples:When I’m offboarding a user, I would select the user from the dropdown and read-only fields would show their Job Title, Department or Reporting Manager. When using custom objects for approvals (like the example in the support portal), read-only fields would display items related to the selected Service Item loaded from the custom object (approvers, for instance) Please let me know if the above is not clear and I can provide further clarity.

0
Skilled Expert
2 years ago
marthadijkstra
Apprentice
marthadijkstraApprentice

add multiple contacts to a company at onceClosed

I have a feature request:when I search our contacts for a company name, for many companies, more than 10 instances pop up, based off of their e-mail addresses. Now I want to formally add those contacts to the appropriate companies, so that I can assign them rights to see each other's tickets, and assign them rights to see specific articles in our solutions.However, right now I need to go in to each individual contact and assign them the correct company.I'd like to be able to multi select my search results and assign them to a company all at once.

1
marthadijkstra
Apprentice
2 years ago
ctindle
Apprentice
ctindleApprentice

Sort ticket view based on first response SLA.Closed

Currently there is no way to do this.

0
ctindle
Apprentice
2 years ago
sas148
Apprentice
sas148Apprentice

Add a 'Copy' button next to Contact Fields in Contact Details Panel on FreshDeskClosed

Particularly, the email field. It’s annoying to have to click, drag, copy when a simple ‘copy’ button could be added next to the field for one-click copying. Thank you.

0
sas148
Apprentice
2 years ago
Kaley White
Contributor
Kaley WhiteContributor

Portal login with other emailsClosed

Users should be able to log into the portal using emails besides their primary email.

0
Kaley White
Contributor
2 years ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Move/copy project tasksClosed

There doesn’t seem to be an easy way to move or copy tasks between task lists in a project. I can select the task(s) and choose “Copy Tasks”, but this only copies visible cell data to my computer’s clipboard and doesn’t allow me to paste the tasks to another list/project. It would be nice to have an option to copy/move tasks between Task Lists and/or Projects. 

0
mbackwater42
Top Contributor ⭐
2 years ago
Community Debut
DanniCommunity Debut

Is Freshdesk missing a tool for reviewing solutions?Closed

I am building a knowledgebase in our Freshdesk, and I need a tool to help with recurring reviewing of solutions.Does Freshdesk have a tool that helps with/coordinates recurring reviews of solutions or is it entirely missing this feature?

0
Community Debut
2 years ago
Giovi2008
Community Debut
Giovi2008Community Debut

Missing 'List of Assets' as an API endpoint - how to resolve?Closed

Since a few weeks i am missing the 'List of assets' endpoint. I have been using this quite some time and it also gave me the capabilities to request type fields.The only alternative is 'view list of assets' but this has far less fields available.How is it possible an endpoint disappears without pre-notice? 

0
Giovi2008
Community Debut
2 years ago
Raunak
Apprentice
RaunakApprentice

Can we get the report of Forum posts?Closed

Can we get the report of Forum posts? Like, number of views, likes on each topic. Number of topics in each Forums and Categories created, etc...

1
Kaley White
Contributor
2 years ago
nparionagmail
Contributor
nparionagmail

Approval reassignment permissions for AdminsClosed

It would be great to have a permission to allow certain users the ability to reassign an approval.  Business case: An approver is out of office and admin would be able to go into the user detail and assign the delegate approver and update the in progress approvals with the updated delegate approver.Issue statement: Yes, an approver can designate an approver.  However, there are times where the approver can not get into the system to assign a delegate approver.  And when the approval is in progress there is not away to reassign the approver.  Therefore the approval turnaround is delayed. The ask is to have a permission that could be assigned such that the user can update the delegate approver. And from the approval record have the ability to re-assign an approval to a different user.

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

Let CAB Requesters see changes in portalClosed

Not every CAB member has to be an Agent, but there doesn’t appear to be any way for Requesters to see Changes in the service portal. This means Requesters that are CAB members can’t really review changes outside of a meeting. There needs to be a way for CAB members that are not Agents to view changes.

0
mbackwater42
Top Contributor ⭐
2 years ago
Contributor
ken.bauerContributor

Ability to schedule "Pending" ticketsClosed

I'd like to be able to set a scheduled date/time on pending tickets (or create a new category that functions the same way) so we could stop the SLA clock on a ticket, but have it automatically resume at a set date/time, for tickets that are on hold due to events like travel, flights or other scheduled events. That way they'd resume automatically and the client could be notified of the scheduling.

33
2 years ago
zachary.king
Top Contributor ⭐
zachary.kingTop Contributor ⭐

Blue Plus sign in Freshservice allows the creating of Requesters and DepartmentsClosed

Hello, it would be very valuable if the blue plus sign in freshservice would also allow us to add Requesters and Departments. Keeping the ability to create all record types in one location. 

1
2 years ago
Alefre
Skilled Expert
AlefreSkilled Expert

Lookup Requester Groups in Custom ObjectClosed

Hi everyone! I’d like to be able to link Requester Groups into my  custom object, if “Groups” are selected for a lookup field in Freshsevice, it only returns Agent Groups.In my specific use case (and others before) I need to lookup and keep Requester Groups in the same Custom Object. /Alex

0
Alefre
Skilled Expert
2 years ago
Top Contributor ⭐
aaron_jhgTop Contributor ⭐

Agent Admin from Mobile AppClosed

It would be great to be able to administer agents through the mobile app? Adding them to queues / groups etc. 

0
Top Contributor ⭐
2 years ago
Apprentice
george.marshallApprentice

Onboarding Request Conditions (Custom Objects)Closed

We’re trying to implement an IT Grading system within the onboarding process, so each job title will have a grade associated to it, so the onboarding form filters out software and equipment depending on the grade. We have a custom object for “IT Grades”, and another for “Job Titles”, in the job titles custom object we have a reference to an “IT Grades” field.So, for example we could create a new job title in the “Job Titles” CO, then we assign the IT Grade field to a lookup and reference a record in the “IT Grades” CO. This works well in theory however, it can only work in the onboarding form if we choose an option in the “IT Grade” (lookup to the custom object) dropdown first, then a “job titles” dropdown will only show the job titles with that assigned grade as a condition.It would great if you had the ability to use custom objects as a condition, so you select a custom object in the form, then can filter another custom object dropdown with conditions to other fields in another custom object, instead of just showing “Item Fields.Job Titles”. 

0
Apprentice
2 years ago
Contributor
pierson-pacContributor

Granular asset rolesClosed

For segregation of duties, it might be necessary to separate out some of the asset management roles.We should have the ability to assign granular admin roles to the asset administrator functions.Right now, it appears that we can only assign Configure Deprecation, or provide all asset admin permissions.For example, my IT Service Managers should have the ability to configure these functions: 

0
Contributor
2 years ago
jason roy
Apprentice
jason royApprentice

Top caption ideaClosed

Certainly! To provide you with a top caption idea, it would be helpful to know the context or the image you have in mind. Please provide some details or describe the content you'd like a caption for, and I'll be happy to generate a creative caption for you!    

0
jason roy
Apprentice
2 years ago
technique dwpro
Contributor
technique dwproContributor

Do not allow tickets to be opened by e-mail, only repliesClosed

Hello, It could be great to don’t allow ticket opening by mail, just allow reply.This parameter need to be selectable for each mail separately, BR David

1
technique dwpro
Contributor
2 years ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

List view in Service CatalogClosed

It would be nice if the Service Catalog could have a list view, as well as a tile view, that admins could choose from. Most of our Catalog categories are a few items, but some IAM item lists get pretty long, and a List view would be more useful than a Tile view. Thanks!

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

Import Holidays via CSVClosed

It would be a huge time saver if we could import our holiday calendars from a CSV/XLSX file. Several of the holidays our company observes change the day of month each year. Thanks!

0
mbackwater42
Top Contributor ⭐
2 years ago
Apprentice
pgielkensApprentice

New ticket or Email add canned response with canned formClosed

Dear Freshworks,Would be nice if i make a New ticket or Email to add canned response with canned form. Saves me time.Greetings,Patrick

1
Timour
2 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

enable activated users from ADFuture Consideration

currently we are creating users in Active Directory as “disabled”.(This is due to the fact that they have a specific entry date and should not get any mail, invitation, etc. before that date.)After a while, a script is activating those “disabled” users to “enabled”.But in FreshService they will never get activated.Its currently only possible to disable FreshDesk users automatically but not to enable.Please implement the possibility to enable users automatically based on Active Directory 

2
msconfig87
Top Contributor ⭐
2 years ago
Suki
Apprentice
SukiApprentice

Separating Assignment Load Per GroupPlanned

Could we please have the option of designating different “Assignment Load” quantities per “Group” for each agent, instead of having the assignment load apply to ALL groups in which an agent is added? Example: Agent Smith should be able to have the following break down:Group 1, assignment load 10Group 2, assignment load 20Group 3, assignment load 0/noneGroup 4,  assignment load 15 We want agents to be able to work on any ticket type from any group they want/need to work on, without automatically being assigned more tickets for that group.

4
alyssia.correa
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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