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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

Back to top of the list
Top Contributor ⭐
aaron_jhgTop Contributor ⭐

Grouping Workflows in Workflow AutomatorClosed

It would be great if we could group workflows in the workflow Automator to make life a bit easier.  EG - Customer Workflows / Service Workflows etc 

0
Top Contributor ⭐
2 years ago
Apprentice
FerryantoApprentice

Freshdesk Tagging Disable OptionClosed

I raise this on behalf of our customer where the tagging in Frehschat is feasible to be disabled if it is not used anymore. meanwhile in Freshdesk, we have to delete the old tagging if we would like to use the new tagging, this has caused the old tickets tagging disappear and impacting the reports. Can we have this raised as feature request where the Tagging can be disabled. Thank you.

0
Apprentice
2 years ago
Apprentice
ChiliApprentice

Freshservice - FreshdeskClosed

In our company, we use Freshservice as our service desk and other departments use Freshdesk. The integration from Freshdesk to Freshservice works. Colleagues can create a ticket for Freshservice from Freshdesk.It would be great if there was an identical path from Freshservice to Freshdesk. It happens that requests for the other departments arrive at the Service Desk.

0
Apprentice
2 years ago
Kaley White
Contributor
Kaley WhiteContributor

Embed video in solution articleClosed

Currently, videos can only be embedded in solution articles via a public URL. I’d like to include a video file itself, such as an MP4. I can attach the video, but I’d like it to display in the article itself.

0
Kaley White
Contributor
2 years ago
nparionagmail
Contributor
nparionagmail

Change Module approver rulesClosed

We would like to have a means to prevent certain approvers.  We have a few levels of approvers for our change process.  For example we have 4 levels a 1,  2,  3 and CAB.  Ideally we would like to prevent Level 1 from approving as level 2 as well.It would be great if we could build rules that would prevent this from happening. 

2
nparionagmail
Contributor
2 years ago
Skilled Expert
sean.groomesSkilled Expert

Workflow Automator {{ticket.service_item_fields}} sends an HTML Table instead of JSONClosed

So rather than sending a JSON object of the service item fields, it sends an HTML table.I don’t really think much else needs to be said about why this is frustrating. Can this placeholder send a JSON object? Currently I have to manually build a JSON object using the individual fields. It would save me a lot of time setting up new integrations if I didn’t have to do this tedious task. 

5
Skilled Expert
2 years ago
Debbien
Apprentice
DebbienApprentice

SCHEDULING DASHBOARD - NOTESClosed

HI WOULD ANYONE ELSE LIKE TO BE ABLE TO PUT A NOTE ON A CERTAIN DAY IN THE SCHEDULING DASHBOARD - EG. PUBLIC HOLIDAY, SERVICE TECHNICIAN AWAY TODAY, SERVICE TECHNICIAN CAN ONLY WORK TILL 12PM TODAY ETC ETC.I THINK IT WOULD BE GREAT TO BE ABLE TO JUST PUT A NOTE IN AGAINST A DATE AND IT SITS AT THE TOP OF THAT DAY AND IS EASILY RECOGNISED BY MAKING IT A DIFFERENT COLOUR ETC.   I HAVE REACHED OUT TO SUPPORT, BUT THEY SUGGESTED I POUT IN THE FORUM AND SEE HOW MUCH INTEREST IS OUT THERE

0
Debbien
Apprentice
2 years ago
Contributor
SarikaContributor

Audit log- Access to other rolesClosed

Hello!  The audit logs is only accessible by one having admin rights.It will be nice that one can provide access to the audit logs for other roles (read only will also be good). This will be beneficial for Supervisor role users who don’t have to depend on admin user to provide the reports. Br, Sarika

0
Contributor
2 years ago
Contributor
SarikaContributor

Adding more statistics in 'My Dashboard'Closed

Hello!  The Dashboard of the Agents ‘My Dashboard’, must have more information, which helps the agents to look into the details. By more info, I mean, based on the group access, viewing the unassigned tickets, overdue tickets, their own tickets SLA percentage, etc.The dashboard is the landing page so having shown this in numbers gives the agents visibility to their work & performance hence improving the ownership of their own work.  Br, Sarika

0
Contributor
2 years ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Ability to Acknowledge Tickets via the Workflow Automator & APIFuture Consideration

Hello - we have been making heavy use of the On-Call notifications for high and urgent tickets. This has been working great - my agents are notified when a high or urgent priority ticket is created - however, I noticed one short-coming that I think can be improved upon.When a ticket is acknowledged by the agent, it stops calling/texting -- this behavior is to be expected. However, once the issue is worked and the ticket is sent to another group to have notes added to it, the “First Acknowledged by” field gets reset. There’s a couple of problems with this approach that I see:It skews reporting of people who acknowledge High and Urgent incidents. The person that initially acknowledged the ticket is no longer credited with doing so When the ticket is assigned to a different group/person, since the “First acknowledged by” field is reset, it begins calling the group for which the ticket was assigned.If the “First Acknowledged by” remained, we wouldn’t have the issue when the ticket is assigned to another group where FreshService begins to call/text us.If there’s a business reason for this (I can’t think of a reason to reset this field), please enlighten me. If there were options in the Workflow Automator or the API, it would at least give me the choice on whether or not I wanted to retain it for my environment - which I definitely want to do.

0
mbutler
Top Contributor ⭐
2 years ago
ECLW
Apprentice
ECLWApprentice

Auto bcc option for specific customer portalClosed

Create a BCC option for 1 customer portal only, I can see I can do this for ALL customers under admin > email servers > advanced email settings, but we only want this for a specific customer to use so they all internally get the bcc for all coms. Useful for ensuring key stakeholders are aware of all tickets.

0
ECLW
Apprentice
2 years ago
Apprentice
RickCeballosApprentice

Status Page in FreshServiceClosed

This is a great move forward however there are a few things I would like to see added:RSS feed tie in, this way I can send it to a slack channel or something similar. Ability to change how text looks in the updates (bold, underline, gif, etc) Ability to add an attachment Tie in the Workflow automator

0
Apprentice
2 years ago
Hashi09
Apprentice
Hashi09Apprentice

call and text from the same business numberClosed

Problem: We currently use another service for our support calls because it allows us to call and text from the same phone number. I’m not sure if this is a freshcall or freshdesk solution, but calling and texting from the same phone number would be ideal. 

1
Mathervenrat
2 years ago
Contributor
SarikaContributor

Warning message if agent closes the New email formClosed

Hello!  This is a feature request for displaying a pop-up window or warning message when an agent attempts to close a window containing an unsent email.Currently, if an agent has added a private or public note that has not been posted and tries to close the window, a message is displayed. However, this is not the case when the agent is composing an email. Specifically, if the agent accidentally clicks the close window button, there is no warning message.Br, Sarika 

0
Contributor
2 years ago
Contributor
SarikaContributor

Ticket lit view: more columns visibleClosed

Hello!The columns in the list view are fixed width.If agent want to view more columns in the same screen its not possible as the width of the column is fixed. It would be great of agent can adjust the width of the column to see columns on the right rather than scrolling.Br, Sarika

0
Contributor
2 years ago
Contributor
SarikaContributor

Bigger description field in New email pageClosed

Hello!  This is a feature request of having a possibility to have a bigger screen for writing emails in New email  page. It will be nice for the agents have a bigger window to write the emails, may be a pop-up screen from the current view, similar to when replying in the ticket details page.Br, Sarika                           

0
Contributor
2 years ago
Kaley White
Contributor
Kaley WhiteContributor

Don't require CAPTCHA for portal account creationClosed

Customers are complaining that the CAPTCHA is “too small.” We can disable CAPTCHAs for ticket submission and forum posts, but not for portal account creation. 

0
Kaley White
Contributor
2 years ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Multiple Levels of Dynamic ContentClosed

When building a service request, I’d like to have the ability to build in multiple levels of dynamic content. I was surprised to see that this isn’t an option currently. Unfortunately, since this isn’t an option, I have to build out separate service requests, but that is leading to an unruly situation where I have a service request for this and that, vs having just a single service request.In order to make it more user friendly for my users, I’d recommend at least having two levels of dynamic content and possibly a third level of content - I think this should cover 99% of the use cases out there and it would allow me to consolidate many of our service catalog items into a single service catalog item.

1
mbutler
Top Contributor ⭐
2 years ago
Contributor
SarikaContributor

Favorite/last searched shown first when updating Group field on assigning the ticketClosed

Hi,  This is feature request or improvement to get favorite(s) or last searched groups in the drop down menu for groups when assigning a ticket.  This means that when selecting group in ticket creation, system proposing last one or last ones (or marked as favorite group) ticket to be assigned.   Br, Sarika

0
Contributor
2 years ago
Contributor
SarikaContributor

Search on Company cardClosed

Hello,   This request is to search on a company card.  On the company card, the timeline shows all tickets. Searching for a topic within a company is not possible as the search functionality is missing. Idea/need is to search for a topic in a specific company. 

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

Allow the association of Impacted Services from the New Change FormClosed

We currently have the ability to associate Assets from the New Change Form. We also need the ability to associated the Impacted Services. This is vital if we want workflow automation to run at the time the change record is created that is pertinent to what service would be impacted.

0
zachary.king
Top Contributor ⭐
2 years ago
Apprentice
RicApprentice

Within Solutions: Make some folders only available for certain Agents or group of agentsClosed

As a multiple software creator we sometimes add features which shouldn’t be widely used/known by the authorized users of the Solutions. In fact we would like to have a folder which is only available for some groups or some Agents. As an example:We created a new feature which is on test in a small testgroup, and the information to support them with this new feature is available for the support agents of this specific software (our software is quite difficult and a lot of side information as regulations/class demands are required to give support).Now it is not possible to designate specific members to folders within the Solutions, so we have another “system” to do so Please add the possibilty to designate some agents/users/groups to certain folders

0
Apprentice
2 years ago
BryceK
Top Contributor ⭐
BryceKTop Contributor ⭐

Update Company Names in BulkClosed

Mass Update Company Names 🔍 The Challenge: Ever tried mass updating company names in Freshdesk? It's a bit tricky with the current setup. The company "name" being the unique identifier poses challenges, especially when you want to make widespread changes.🚀 The Solution: Let's expose the company ID, making it the unique identifier! This change would allow seamless mass updates and exports without running into the uniqueness constraint tied to the company name.Specifics:💡 Expose Company ID as a unique identifier. 🔄 Enable mass updates and exports without hindrance. The Why: We're evolving our school naming convention, and updating names to include the STATE is a necessity. Without this feature, the process becomes very painful. Is there any other way to mass update company names? Please help! Thanks, Bryce

0
BryceK
Top Contributor ⭐
2 years ago
BryceK
Top Contributor ⭐
BryceKTop Contributor ⭐

Update Company Names in bulkClosed

Mass update Company NamesHow do you mass update company names in Freshdesk?  🔍 The Challenge: Ever tried mass updating company names in Freshdesk? It's a bit tricky with the current setup. The company "name" being the unique identifier poses challenges, especially when you want to make widespread changes.🚀 The Solution: Let's expose the company ID, making it the unique identifier! This change would allow seamless mass updates and exports without running into the uniqueness constraint tied to the company name.Specifics:💡 Expose Company ID as a unique identifier. 🔄 Enable mass updates and exports on ID without hindrance.The Why: We're evolving our School naming convention, and updating company names to include the STATE is a necessity. Without this feature, the process becomes cumbersome. Please help! Thanks,Bryce 

0
BryceK
Top Contributor ⭐
2 years ago
Kaley White
Contributor
Kaley WhiteContributor

{{ticket.url}} Placeholder in New EmailsClosed

I have the ticket URL in the agent reply template, but I’d also like it to be included in outbound emails that agents send.I’ve tried including it in the agent’s signature, but it doesn’t populate. 

0
Kaley White
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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