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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
MatrixslimitedApprentice

Document: Item description and PriceClosed

We wish to have a better product description format on document. They are all packed without proper formatting. Price can be set to zero

1
2 years ago
MLJH
Apprentice
MLJHApprentice

Exclude a particular dependent field for time trigger automationsClosed

Feature request for adding a "Is not" condition for currently available only a "Is" condition for dependent fields for time trigger automations in Freshdesk.

0
MLJH
Apprentice
2 years ago
egiust
Skilled Expert
egiustSkilled Expert

Display chat queue position to customersClosed

This really is a requirement. We have customers that queue up with no visbility into their queue position. It would be amazing if we could have a queue position counter for customers that updates as their queue position updates.

0
egiust
Skilled Expert
2 years ago
Paul Delafosse
Apprentice
Paul DelafosseApprentice

Custom objects lookup fields for customer in ticket fieldsClosed

Hi commuinty.I would be a great upgrade if we could use custom objects lookup relation ship fields in ticket forms directly for customer.Here is a usecase : Customer are raising tickets concerning a product, today they’re typing the product name and serial number, then Agent has to search in the lookup so he can link the product record (custom object) to the ticket.It would be lovely if customer is able to do this by him/herself.If you think this feature can help your business or your customer, don’t hesitate in upvoting this post.

0
Paul Delafosse
Apprentice
2 years ago
Apprentice
ptiseoApprentice

Send Email To Requester Action Should Be StoredClosed

I have a supervisor rule that includes a step of emailing a requester. For example, I have a rule that emails a warning on certain tickets at the 72-hour mark.However, the email does not get stored in the ticket that triggers it, so there's no historical trail of this email in the ticket. Seems like, at a minimum, we should have the option of having the generated email stored in the ticket at the time of send, as if an agent had typed it and sent it manually.I would almost consider this a bug, because you basically throw the audit trail out the window.

10
2 years ago
Active Contributor
Paul123321Active Contributor

Freddy AI - read emails in reverseClosed

When emails in a long chain are forwarded to our servicedesk email, the last message is at the top and the first message is at the bottom. FreddyAI reads from top to bottom, so it starts with the answer and ends with a question when summarizing the ticket Would be great if it could recognize an email chain or has an option to reverse the summary order

0
Active Contributor
2 years ago
Contributor
martrevisanContributor

Assets - Drop-down from Datasource / New field type - MultiselectClosed

I think it would be really beneficial if within the Assets custom fields, you would be able to get drop-down menu items from a data source.Additionally, new field type Multiselect would be appreciate as well!

2
Contributor
2 years ago
GregSesm
Apprentice
GregSesmApprentice

Workflow based on User valuesClosed

HiToday, Workflow can be based on tickets, problems, release, assets…We are not able to base on users (requester and agents) valuesYet this functionality will be helpfull with OffBoarding.For example, generate an alert to the manager when the end of contract is reaching (could you confirm or do you want to extend it ?)» Could you able to create WF based on user data ?This is very important to improve OffBaording module

0
GregSesm
Apprentice
2 years ago
GregSesm
Apprentice
GregSesmApprentice

Automatically fill fields when the user is selected in OffBoarding requestClosed

HiIn OffBoarding form, we need to fill all fields about the user who leaves.These actions are not necessary since all data are in his profile» Could you just define a field where we could search a user. We select the leaving user. Then FreshService fill all fields with his current values (departement, function, locations, name, first name, manager, etc...)

0
GregSesm
Apprentice
2 years ago
GregSesm
Apprentice
GregSesmApprentice

Satisfaction iconClosed

HiCosmetic is very important from end-user point of viewToday, there are three satisfaction icons (yellow, yellow, green). These colors are not clear from end-user point of view» In order to be more user centric, could you purpose more icons ? (red, yellow, green)

0
GregSesm
Apprentice
2 years ago
GregSesm
Apprentice
GregSesmApprentice

Label Impact & UrgenceClosed

HiCosmetic is very important from end-user point of viewToday, the available values for Impact and Urgence data are Low / Medium / High.These values are not always clear for end-user» In order to be more user centric, could you create a label for these values (= Low, Medium, High) and show these labels in incident form ?

0
GregSesm
Apprentice
2 years ago
GregSesm
Apprentice
GregSesmApprentice

OnBoarding enhancement hide locationClosed

HiIn OnBoarding form, all locations values are available in the Location field.Often we do not use all these locations and/or some of them are just used to organize these locations.» In order to be more user centric, could you hide unused locations in the form (not in the organization)

0
GregSesm
Apprentice
2 years ago
GregSesm
Apprentice
GregSesmApprentice

Knowledge Database by CategoryClosed

HiToday in FreshService, articles in the KB are showed automatically depending of the words used by the requester in “Object” field. I undertsand because this is the new and modern way of working?Yet numerous of our end-users are not familar with this way of working. They like to be guided and binary way of working.» Could you show the KB articles depending the choices about Category/Sub-Category in the Incident form ?This would be more user centric

0
GregSesm
Apprentice
2 years ago
GregSesm
Apprentice
GregSesmApprentice

Analytics in Portal for ManagerClosed

HiIn FreshService, to access to dashboards, a user needs an agent licence. OK. But he needs to use back office screen for that.Yet we need to share some dashboards with directors, managers or end-user… Back Office screens are not end-user centric for them.» Could you share the dashboards directly in the Portal ? Very important for IT team to share data/analyze with business. So very important these screens are nice      - Be able to define some favorite depending the user      - Create new type of licence for these users ?

0
GregSesm
Apprentice
2 years ago
GregSesm
Apprentice
GregSesmApprentice

Split settings of Incident and Standard Request ticketsClosed

HiIn FreshService, we find “Tickets”, “Change”, “Release”, “Problem”… like type of tickets.Each type has its own setting.Unfortunetaly “Tickets” type groups INCIDENT and STANDARD REQUEST wheraes these two sub-types are very different. Therefore they share the same label, category, sub-category, email, etc….This common setting is difficult from cosmetic point of view (= for end-user)» Could you split the settings of these two types of tickets ?

0
GregSesm
Apprentice
2 years ago
GregSesm
Apprentice
GregSesmApprentice

Analytics report by User DepartmentClosed

HiI need to create some analytics reports based on user (requesters and agents) data and filterred by DepartmentDepartment field exist on User profile page but it seems that there is no link between Department and User in the analytics tables.That’s strange since this link exist between Asset and Department.» How to filter requester by Department ?If not possible, could you integrate this functionality in a next release of FreshService ?» Important, this filter has to be able for other elements (for example : be able to filter software by User Department)

0
GregSesm
Apprentice
2 years ago
Contributor
martrevisanContributor

Export all fields within Requested ItemClosed

For data analysis and auditor purposes, it would be super helpful and useful to export all the information within a requested item. Currently, if an auditor requests information, we have to print to pdf the tickets one by one since the data export does not include the requested item information.

0
Contributor
2 years ago
ACameron
Apprentice
ACameronApprentice

Enhance Customer RolesClosed

In the ever growing regulation and compliance required world the current custom Roles in Freshdesk in limited.  The ability to remove Agents from having access to edit Notes is locke out. for our business this is just not acceptable as staff are able to edt notes and no real Audit history is recorded. This means that no time tracking on the note of when it was first created, what was in the note at the start and what was edited in the note as well. For this reason I dont understand why the platform does not allow us to remove this ability in Customer Roles, its locked out, and to me that is not having the ability to Customize Roles to our business to allow us to meet the Regulations and Compliance needs that we as a company need to follow under local laws.

0
ACameron
Apprentice
2 years ago
Kaley White
Contributor
Kaley WhiteContributor

Reply email ticket filter condition in automationsClosed

I need my automation to check whether the latest reply came from a certain email that is not necessarily the requestor or the agent.

0
Kaley White
Contributor
2 years ago
Active Contributor
MikesterActive Contributor

Splitting of Group and Agent in Ticket viewClosed

Would it not be nice to be able to split the agent and the group in the ticket view as separate fields instead of one field? Since there is limited screen space, being able to only view the agent, gives us the opportunity to view other more important views in the ticket view.  

1
mskotko
2 years ago
freelancer000
Apprentice
freelancer000Apprentice

Disable "Send" button until added attachments are not finished uploadingClosed

I think it would be much appreciated to disable the Send button when creating new e-mails until the attachments are being uploaded. Currently if the added attachment is still being uploaded and the users hits the Send button the e-mail gets sent without the attachemnt, the user has to create another reply to send the attachment. I would reccomend disabling the option to click the Send button when the attachemnt is currently being uploaded or to wait for the Send button action until uploads are completed.

0
freelancer000
Apprentice
2 years ago
Active Contributor
Paul123321Active Contributor

Report analytics for added service itemsClosed

I would like to be able to view tickets and associated service items in reporting and analytics. Currently, only the Service items when requested via SelfServicePortal are visible.As a workaround, we have to automate using tags when adding service items

0
Active Contributor
2 years ago
Apprentice
dave.kavanagh_19928Apprentice

Portal Deflection MetricFuture Consideration

RequestA percentage deflection metric made from the inverse of:Number of portal sessions that included submitting a ticketDIVIDED BYNumber of portal sessions that included viewing an article Example40 sessions to the portal that included submitting a ticket100 sessions that involved viewing articles= 60% deflectionWhy?As an admin, I want to know how effective my content is. The article ratings are useful but only capture a very small percentage of users. 

0
Apprentice
2 years ago
Arye
Apprentice
AryeApprentice

Adjusted comment field for the agent that requires password input in freshdeskClosed

Often we are required to save a client's password or his credit information, I think it would be fantastic to create a customized note field for the agent to be able to specify the client's private data there and the field would be locked using a password or a predefined 2FA authentication

0
Arye
Apprentice
2 years ago
Contributor
martrevisanContributor

Attach document through workflowClosed

We have some scheduled tickets created that should include a checklist that the agent must fill in and re-upload. It would be ideal, to be able to attach the template document within the ticket upon creation through the scheduler or through a workflow

2
afautley
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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