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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
Active Contributor
Paul123321Active Contributor

Freddy AI - Auto-generate replies, not only for replies but also for private/public notesClosed

We don't want to use replies and e-mails for communication with end users, only notes. We would also like the option to generate replies there.

0
Active Contributor
2 years ago
Contributor
martrevisanContributor

Updating a document directly from ticketClosed

I have a number of scheduled tickets which are mainly a list of items an agent must perform. It would be ideal that these are either included in a checklist within the form, or else open the document which is attached automatically to update it directly through the ticket instead of downloading the file and reuploading it within a note.

1
afautley
2 years ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Auto-refresh timer for ticket viewClosed

I’ve seen this posted about, and closed, but this feature still doesn’t exist (so I’m told by support). It would be great to have a customizable auto-refresh timer for the ticket list view. Notifications are great, emails are great, but Agents *will* complain about having to refresh the page every time they want to see the new tickets in the list view, especially if a lot of their ticket management can be done from that view (assigning groups/agents when not assigned by Workflows). Even if it’s not something admins can customize, at least a standard 30 seconds to 1 minute would be great. Thanks!

1
afautley
2 years ago
Samad Arshad
Apprentice
Samad ArshadApprentice

Multi-Select FieldsFuture Consideration

We would like to be able to have a multiple selection field. However, currently the fields only support single-selection.  You already have this feature available in Freshsales: https://www.freshworks.com/crm/crm-system/introducing-multi-select-field-blog/  Can we implement this for Freshdesk? Related Ticket:  

12
thecatalyst
2 years ago
Apprentice
David.VollendorfApprentice

Filter Tickets by Closed DateClosed

We can filter on Created date but many times I'd like to see what tickets were Closed in a certain date range. 

0
Apprentice
2 years ago
Apprentice
David.VollendorfApprentice

Allow more than 2 decimal places in Cost per Item for a Purchase OrderClosed

Sometimes the cost per item for an inventory item can go out more than two decimal places.  Please allow the cost per item to go out to at least five decimal places.  

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

Scheduler options - RequesterClosed

It would be awesome if the Scheduler could assign tasks without a requester, or maybe using a requester group instead of a single person. We don’t want missing data if a requester who is assigned to Scheduled tickets ends up leaving the company.

0
mbackwater42
Top Contributor ⭐
2 years ago
Active Contributor
Paul123321Active Contributor

Use Exclude logic in FreshServiceClosed

I would like to be able to exclude certain requester/agent groups.I would like to be able to create a test and admin requester group, and exclude them from most automators etc. 

2
Active Contributor
2 years ago
Active Contributor
Paul123321Active Contributor

Autofill in Service RequestsClosed

I would like to be able to create a service request where users can select an asset, and it automatically fills in the relevant fields in the rest of the form, like serial number, asset tag, vendor etc. I would also like to be able to make it possible for HR that when they put in a request to change the function title of an user, they select a requester and it automattically fills in some requester information, like department, job title etc 

0
Active Contributor
2 years ago
Active Contributor
Paul123321Active Contributor

Add attachments when creating purchase orderClosed

I would like to be able to attach a document when creating a PO, instead of only after the PO is created

0
Active Contributor
2 years ago
Active Contributor
Paul123321Active Contributor

Visibility of Vendor information for agentsClosed

Our agents might need to contact our vendors. Currently, they can't see the vendor information, except when they also get the role to edit/create the vendor. I would like to be able to fill in all the vendor information +  contact information, and let agents see how they can contact each vendor, without being able to create, edit or remove information

0
Active Contributor
2 years ago
Contributor
ThorstenContributor

Option to @-mention groupsClosed

At the moment, you can already @-mention individual Freshdesk agents in private notes.You can also select all available Freshdesk agents from the “Notify to” dropdown menu when entering a private note.But you cannot @-mention groups you have set up in Freshdesk.We sometimes need to notify several users at the same time and would love to do this by simply selecting the group instead of manually picking all individual users from the list.

1
mskotko
2 years ago
Apprentice
simon.browningApprentice

Threads App SDKClosed

Use case: Replicate ZenDesks slack side channel using threadsHaving Servless product event for when a thread is created, updated or removed. Currently there is an API but no App SDK event to utilise. 

0
Apprentice
2 years ago
Daniel Söderlund
Top Contributor ⭐
Daniel SöderlundTop Contributor ⭐

Edit your own post in the forumClosed

Hello, A idea for this forum.  Be able to edit your own post more then 1 minute(or what the timeout is) after you have posted. 

0
Daniel Söderlund
Top Contributor ⭐
2 years ago
Skilled Expert
GaborSkilled Expert

Add ticket summary to Freshdesk mobile appUnder Review

Hi!Ticket summary is a great feature that we use in our helpdesk.It is perfect to summarize what has happened previously or what needs to be done next. However it is not visible when using the Freshdesk mobile app.Please add this feature to the mobile app.Thank you.Gabor

3
bennnnnnnnnn
2 years ago
Contributor
neil.mercerContributor

Ability to use custom fields in AutomatorClosed

Hi,We're starting to use the Service Catalog and Automator quite heavily to automate a lot of non-IT processes.  This would be substantially easier if we were able to use custom fields in Automator workflows, e.g. if we had a Service Request for "Contract Review" and a custom field for "Contract Value", it would be great to be able to define a workflow for items of type Contract Review and then be able to select the Contract Value in conditions within the workflow.To make this easier, it would be good to be able to select what items a workflow applies to when creating it, rather than having the first couple of conditions within the workflow filter them, i.e. we often start a workflow with a condition which is if the type is Serivce Request and the Category is ... or the Item is ...  If these were specified as options to the Workflow, it would make the workflow cleaner, and also allow FreshService to know which custom fields to make available to the workflow.Thanks,Neil.

7
2 years ago
Steve Stryhalaleck
Apprentice
Steve StryhalaleckApprentice

Inventory: DNS records, Client secrets, and credentialsClosed

I am somewhat newer to FreshService and the inventory management is relatively okay, but not perfect. Having come from the MSP world and using those tools, it was common for us to document/inventory DNS settings, specifically targeting email records with DNS renewals. Another common problem these days are client secret expirations in things like Azure. These tools also let you embed passwords and 2FA codes.I don’t miss the MSP world, but I do miss being able to document everything in the same system. Is it possible to add these options to Asset Management?

1
2 years ago
Apprentice
UbiApprentice

Closing a ticket should refresh the ticket view.Closed

When you close a ticket and return to the ticket view on the app it should refresh the list so the ticket you’ve just closed doesn’t show.

1
mbackwater42
Top Contributor ⭐
2 years ago
Apprentice
tristan.garlandApprentice

Add Business Hours to 'Time Triggers' AutomationClosed

HiI am currently trying to use the Time Triggers Automation to set a follow-up schedule. For example:Set ticket Status to Waiting on Customer3 business days pass (72 hours not including weekends) with no response or replySend follow up 1A further 3 business days pass (144 hours not including weekends) with no response or replySend email and set Status as ResolvedBecause our business and customers do not work over the weekend and we cannot exclude business hours from the Time Triggers, we are unable to properly automate the above. Or if we do, we risk customer consufion or frustration if we end up closing a ticket on the weekend and they haven't had time to form a response.Can FreshDesk please implement an enhancement request for this or let me know how I can setup an automated follow up schedule based on the above timeframes in another way?Cheers! 

17
Contributor
2 years ago
Contributor
ci-mmyersContributor

Allow Admins to remove WatchersClosed

We discovered after accidentally adding erroneous Watchers to some tickets that our FreshDesk Admins do not have the ability to remove Watchers from tickets.  Evidentially, only the individual added as a Watcher can remove themselves, so if you make a mistake and add someone that we shouldn’t have, or if a Watcher requests to be taken off a ticket, Admins are unable to do so and have to reach out to each affected user and explain how to take themselves off the ticket.   Admins should be able to add/remove Watchers, similarly to how CC users can be added/removed from a ticket.  It makes no sense to me why Admins would be restricted to only being able to add Watchers to tickets.

0
Contributor
2 years ago
Contributor
nicolaschContributor

Task management in ticketsClosed

Hi community, it would be great to be able to set predecessors and successors for tasks within a ticket on a map. The tasks are very limited actually compared to another competitor product I’ve used.

0
Contributor
2 years ago
Kaley White
Contributor
Kaley WhiteContributor

URL/Link Company FieldClosed

Similar to this closed feature request, I would like to represent company URL field values as a hyperlink that is not the URL text. My current workaround is to use two fields: one for the URL itself, and the other for my desired hyperlink text:I would like the Slack URL field to show #chu-… but link to https://...slack.com/...

0
Kaley White
Contributor
2 years ago
Top Contributor ⭐
aaron_jhgTop Contributor ⭐

Requestors being able to see their info on mobile appClosed

It would be great if users could update their mobile number and other personal info within the mobile app. It would also be good that they can see any other fields EG email etc.  We currently use a security passphrase which is viewable individually within their profile BUT they are unable to see this if on a mobile.  Could be usefull for other things too

0
Top Contributor ⭐
2 years ago
Top Contributor ⭐
aaron_jhgTop Contributor ⭐

Being able to change the Priority NamesClosed

Many companies use P1, P2, P3, P4,P5 for statuses. Would it be possible to have the option to rename these and add in new ones? 

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

Show New tickets in bold fontClosed

Tickets with the “New” status (or some other status that admins can define) should show up in bold font in the ticket views. Agents would get a visual cue when new tickets are created. Is this something that can be added? 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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