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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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a.kislicyn
Contributor
a.kislicynContributor

Email notifications should not create a new email for the customerDelivered

HI all!Nowedays hen the customer writes to the email, an email notification is sent to him about the creation of a new ticket. When the agent responds to the ticket, a new email is sent. So user get two emails of one ticket. We get a lot of requests from customers who complain about this. I believe that automatic email notifications and all agent responses should be sent in one email chain.  

2
alyssia.correa
3 years ago
Mandy_1
Apprentice
Mandy_1Apprentice

To use the source details in automate client tagging in ticketsClosed

Tickets created via Feedback widget contains IP address, System OS and Website URL details.Since we have multiple clients and each of them uses different URLs, we can use the URL details to automatically populate the ticket fields. This will help in automate the client tagging.

3
alyssia.correa
3 years ago
Hochhuth
Apprentice
HochhuthApprentice

Tracked time as a required field before closing/resolving a ticketClosed

For us it would be very important that the Agent need to put in a tracked time before he can close/resolve a ticket status since we need the tracked time to handle paid support.

4
alyssia.correa
3 years ago
sx-dgoring
Apprentice
sx-dgoringApprentice

New Ticket Priority OptionsUnder Review

Please can you add extra ticket priority optionsNone Very Low Medium-High Low-MediumJust so we can have more priority categoriesAs I’ve got a lot in medium and high tickets and want to be able to further sort them within themAnd I always like to reserve “urgent” for genuinely urgent tickets

2
alyssia.correa
3 years ago
lorenabw
Apprentice
lorenabwApprentice

Add a forth level for dependent field in FDClosed

One of our customer would like to add a 4th level in the ticket field hierarchy in Freshdesk.

2
alyssia.correa
3 years ago
JosvandenEnd
Active Contributor
JosvandenEndActive Contributor

Better overview of Company FieldsUnder Review

We use the company fields quite intensive. We created about 20 custom company fields. Some of these field are text fields. These fields can contain quite some text. Unfortunatly there is no great way to have a good insight of these fields. The only option is a small bar on the right sight with “Details”I would like to suggest to add the “Details” section next to “Tickets” and “Notes”. Here you would have the posibility to use the entire page to show the fields. See below. 

4
alyssia.correa
3 years ago
Chris S.
Skilled Expert
Chris S.Skilled Expert

Send thread to a group instead of a single userUnder Review

Hi,A Client of mine was looking into the newly introduced threads.They told me that this is a good option, but a blocking issue for them was that it is not possible to start a thread with departments and/or agent group. It is only possible with a single user.So, the feature request would be to enable the possibility to start a thread with an Agent Group, or a department.Thank you!

3
alyssia.correa
3 years ago
Jebas
Contributor
JebasContributor

Group wise Ticket FieldsClosed

Hi!I had this idea so thought of posting it here.Currently Ticket Fields are generic across all the groups and Products in Freshdesk.How about we have an option to choose Group wise, product wise ticket fields, like we have for Ticket Forms. For Each group, I should be able to select the Ticket Fields I want and should be able to make it Mandatory for the respective groups alone. I know we can use the Hide ticket fields App. but If I’m a Large scale Company with N number of Groups and Ticket Fields, that’s not really a scalable option.Wouldn’t it be nice to have a native option to have Group & Product wise ticket fields?Please share your thoughts on this.

2
alyssia.correa
3 years ago
Josh-Sul
Apprentice
Josh-SulApprentice

Ticket TagsUnder Review

We use ticket tags for highlighting various key information at just a glance, without needing to open a ticket and check if certain aspects have been completed. Currently, there are no customisation options available for ticket tags other than the name as far as I am aware.I would love to be able to change the colour of the tag background and text colour (Via #HEX colour tags). Icon support would also be amazing.Having these options would allow clear separation between tags as they currently blend in together.[img]https://uploads-us-west-2.insided.com/freshworks-en/attachment/acee3c40-2f64-4c9b-8770-56026439e519.png[/img]Some examples I’ve whipped up of what I’d love to be able to do within FreshDesk

3
alyssia.correa
3 years ago
Apprentice
kristinn.h.sveinssonApprentice

Automatically create tickets when a specific date occursUnder Review

It would be handy if a ticket would be created on a specific date I choose.  For example each Wednesday an external contractor is working for us and we always have to enable his AD account. Instead one of our agents has a reminder in his own calendar to remind him of this.  This could be useful for other regular tasks also.

2
alyssia.correa
3 years ago
Skilled Expert
stuartwilkieSkilled Expert

Allow Collaborators to Generate a Knowledge ArticleClosed

Allow Collaborators to Generate a Knowledge ArticleIf you have passed a ticket to a collaborator user (for specialist knowledge), at the moment, they cannot create an article. Using the reply as the article doesn't give you the ability to use set templates - so why not allow them to create articles, but not publish them. This would be such a great addition!

2
alyssia.correa
3 years ago
Skilled Expert
GaborSkilled Expert

Assign a Freshdesk Service Task to more than one field technicianUnder Review

In real life it is an everyday scenario that a complex filed service job requires 2, 3 or even more field technicians.Therefore it is necessary to be able to dispatch more than one tech to the same Service Task.Please make this option available in Freshdesk.

3
alyssia.correa
3 years ago
Vasan
Apprentice
VasanApprentice

Canned responses API incompletePlanned

If I have a large number of canned responses in a folder, I am having trouble accessing it via the APIs. There are two relevant APIs:List All Canned Responses in a folder - this returns only 200 responses even though there are more responses in the folder. Get Details of Canned Responses in a folder - this returns 30 responses per page, but after the 10th page, it stops.Net effect: there is no way for me to list all responses in a folder if there are more than 300 responses in that folder.Can we add pagination to the first API please? Alternatively, the second thing seems like a bug, can that be fixed please?

2
alyssia.correa
3 years ago
Vasan
Apprentice
VasanApprentice

New Canned Responses UX is worse than the old oneUnder Review

Looks like there has been a recent change to the Canned Responses UI.There are two problems with the new UI which were not there in the old UI:If I open the Canned Responses folder via a hyperlink (ie, not by clicking on the folder), or if I hit refresh when viewing a folder, I cannot see the name of the folder if there are many folders and the folder being viewed isn’t one of the top few (depending on my screen height). Ideally, the left pane (which lists all folders) should automatically scroll to the folder that is being viewed so that it can be shown highlighted. In the older UI, I could click on “Select all” and it would really select all the responses in the folder. I could delete all the responses in one shot. In the new UI, it only lets me delete 30 responses at a time. “Select All” selects only the responses in the page that is being viewed. So, if I have 900 responses in a folder, in order to delete all responses, I have to manually delete it 30 times.I have to do all this manually because there is no API to delete responses or folders. :-(This is a request for adding such an API, please.

3
alyssia.correa
3 years ago
Apprentice
jonscruggs

Apply ticket template at any timeClosed

Situation: Allow agents to choose a ticket template and apply it’s properties to existing ticketsRequester enters in a ticket either via the web portal or email. Agent reviews the ticket and determines this is a common incident, and knows that a ticket template exists Agent selects the existing ticket template and associated fields are selected, as well as an appended descriptionExample:Requester submits a ticket via email stating the company benefits portal isn’t loading. This is a known issue, and the Agent has a pre-defined script to send to the requester The Agent selects the “benefits portal not loading” ticket template, and it automatically populates the associated form fields, as well as the description to send back to the requester.The current process does not allow for a ticket template to be applied after a ticket is created.

5
alyssia.correa
3 years ago
BryceK
Top Contributor ⭐
BryceKTop Contributor ⭐

Monitor shared tickets by requestorsPlanned

The new feature for requestors to share ticket with their team was a greatly appreciated!Is it possible or on the roadmap to allow administrators to view the requestor's settings for shared tickets in the backend?  We get requests stating a user has shared the ticket and we cannot validate whether they have or not without screen sharing with the requestor and looking through their account.    Please UPVOTE if you could use this as well.  

2
alyssia.correa
3 years ago
Simon from Pymble
Top Contributor ⭐
Simon from PymbleTop Contributor ⭐

Requester Groups should have the option to include agentsClosed

Requester groups (e.g. all operational staff) should have a button that asks “do you want to include agents that meet the selection rules into this group?”. We have built a multi-workspace Freshservice tenant and we will eventually have 100 agents. These agents are silo’d into their workspaces and don’t all perform the same function. The problem is that when we want to audience solutions, requests and include a staff picker… our requester group is not correct. It is missing the agents who should also be in that group.For example, IT agents who have locked down permissions cannot see the HR workspace items if they have been audienced.

0
Simon from Pymble
Top Contributor ⭐
3 years ago
Apprentice
richard_21115Apprentice

Solutions feedback spamClosed

Our portal started getting thousands of spam Support feedback submissions per hour. I was able to set up filters to mark the incoming tickets as spam, but couldn't stop the flood of "you have been added as a watcher" emails. Ultimately we had to require a login for the Solutions page, which makes it drastically less useful.Disabling the feedback as described in https://support.freshdesk.com/support/solutions/articles/213274-content-management-receiving-feedback-on-an-article doesn't help, as it makes the form invisible to humans but still usable by bots.Could any of the following be implemented to mitigate this problem?* a CAPTCHA on the article feedback form* an option to fully remove the feedback form rather than hide it* an option to disable the "you have been added as a watcher" emailsThanks

3
sola.carol
3 years ago
Alefre
Skilled Expert
AlefreSkilled Expert

Allow Child Tickets for Service RequestDelivered

Hi team!Please allow Child Tickets to be created for Service Requests. This would help a lot if a workflow automation were allowed to create child Service Request (with or without Requested Items).This operation is allowed manually by Agents in the GUI but not by API. More advanced Enterprise organizations would be further enabled and drive a higher level of product adoption by allowing Web Request nodes or external API create child tickets regardless of parent ticket type. /Alex

2
alyssia.correa
3 years ago
Contributor
reneeContributor

Change Module - Reporting against TemplatesClosed

Could we please have the ability to report on changes based on Template?

0
Contributor
3 years ago
Contributor
reneeContributor

Ability to extract list of assets associated with a contractClosed

I am required to report on upcoming lease replacements and extract lists of assets associated with particular contracts. I have been advised that this is currently not possible within FreshService so this would be extremely helpful if this could be introduced in one of the near releases.

0
Contributor
3 years ago
Apprentice
mitch.hamiltonApprentice

Show priority on Customer PortalClosed

Hi,Can you please tell me how I can show the ticket priority on the customer portal?I notice you can sort by priority and export tickets to with the priority, but it is not contained on the view anywhere.Please see screenshot.

10
GlennetteGoodbread
3 years ago
Apprentice
bcarrApprentice

Add Customer Surveys to the Freshdesk Mobile AppClosed

The ability to attach customer surveys needs to be added to the Freshdesk mobile app. The need to work from a mobile app is becoming more and more prevalent. And some companies might require a customer survey be attached to ticket resolutions. In that case, if you can’t attach a customer survey to a ticket resolution from a mobile app, you cannot resolve tickets at all from the mobile app. Please add it as a feature. Thank you!

0
Apprentice
3 years ago
celliott
Apprentice
celliottApprentice

Custom Notification Sound for iOS AppClosed

We are interested in using FreshDesk Support Desk for after-hours tickets and alerting with escalations. However, we can’t do this with the simple tri-tone alert currently in-place. It would be extremely beneficial to customize the alert tone (either with a preset list of options or via the iOS Settings). Without this feature the solution just won’t work for us.  

4
codepeak
3 years ago
Apprentice
bavo.loccufierApprentice

Freshservice Loaner items overviewClosed

HiSo, we are trying to make use of Freshservice's loaner item functionality.However, at the moment it is very unpractical. There is no way to get an overview of what items are needed by whom and when, that is also talked about here.Ideally, you'd be able to check an overview page displaying the current requests, regardless of their status (requested, reserved, delivered, cancelled, returned). That way an agent can see what items they need to prepare for pick-up, what items are in use and what items are expected back on one easy to interpret page. At the moment, loaner items are simply unworkable: You need to filter the ticket-view to service requests and then you have all of the requests that you need to individually open to get to the info you need. I've asked a a developer to create a solution using the API, but the single most important piece of information: when the item is needed by the user, is not accessible in the API...As I understand expanding the loaner item functionality is not a priority because it is something that is not used by most clients. In my opinion that is because at the moment, it is simply unusable.I'd very much appreciate it however if at the very least the "from" and "to" dates a user submits when requesting a loaner item would be made available in the API. That would at least make the loaner items usable with some tinkering.I hope there is something I'm missing and I'm just looking for the info in the wrong place, but if not: is this a request that can be implemented asap?Thank you!

7
msconfig87
3 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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