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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
paschofieldApprentice

Option to include a private note in all child ticketsClosed

I recently noticed a tick box when sending an email from a parent ticket, so a public note could be inserted into all child tickets.What would be very useful is if we could have a private note that can be inserted into all child tickets.I have a specific case in mind, where the main onboarding ticket could have a note added to show the user account has been created, so that the issuers of the hardware are aware that they are now able to make an appointment for issuing the hardware.I am sure that there are many more situations that this would be useful

0
Apprentice
3 years ago
Apprentice
FerryantoApprentice

Unmerge FeatureClosed

I raise this ticket on Behalf of Customer. Could we have an ehancement request to unmerge contact or ticket? Because it would be helpful if accidentally merged the wrong one. Thank you.

0
Apprentice
3 years ago
Contributor
syed.aliContributor

No way to add/edit CC after the ticket createdClosed

I am using Freshdesk as an agent, having rights of an observer.I would like the ability to add email address in CC field after I open a ticket. Currently the CC field is not available in edit mode. So I can neither add nor edit the email addresses in the CC field.

50
3 years ago
Contributor
erick_16262Contributor

Snooze TicketClosed

Often, tickets must await something; either another vendor, a part shipment, another ticket, or something else.It would be nice to add a "Snooze Ticket until..." action which would put the ticket in a special "snoozed" status for an amount of time determined by the agent.  Selecting this action could pop-up a calendar which would allow the agent to select the date when they expect to be able to work on the ticket again.  On the date selected, the ticket would re-appear in the agent's queue.Special bonus would be to make a ticket snooze until another action has been completed, such as another ticket/problem being resolved, or some other action resolving.

1
lstaples
3 years ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Turning a multi-select into an arrayClosed

I have an automator where I am trying to perform an API query with the information from a multi-select dropdown out to another system.  The other system returns the message “Specify the value in an array”. The data being passed for two selections is Value1, Value2. I wrapped it in brackets, but the values themselves need to be wrapped in “” since they are string values inside the array. Being able to do this would add to the integration capability for the product.

2
Medic1334
Top Contributor ⭐
3 years ago
christian.mentor
Skilled Expert
christian.mentorSkilled Expert

Comment/notes node in Workflow AutomatorClosed

It would be extremely helpful to add a node that lets you leave notes or comments in the automator to add contexts to the workflow steps.Currently, we have to host a separate document somewhere else that explains what a Workflow is doing and why it’s configured the way it is, but having that information in the Workflow could make updating/troubleshooting workflows easier for someone who wasn’t the original author.

4
christian.mentor
Skilled Expert
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

Duplicate Canned ResponsesClosed

I’d like to be able to copy a canned response to create a new but similar one.

0
Kaley White
Contributor
3 years ago
Diana Sartorius
Apprentice
Diana SartoriusApprentice

Resend email weekly based on time triggerClosed

I am trying to create a Time Trigger event that will run on a Ticket every 7 days between communication:status is set on a status “Waiting on Customer” the customer has not written back during the 7 days every time a customer does write back the clock resets for 7 day trigger every time any agent writes back on the Ticket the clock resets for 7 day trigger Example:Ticket is opened on Monday the 1st, customer does not respond by the 7th Time trigger emails a reminder Customer responds on the 9th so the Time Trigger clock resets (no longer based on the 1st) Agent responds back on the 11th (clock no longer based on the 9th), so the Trigger clock resets and now Time Trigger is 18th Customer does not respond and email reminder sent to the Customer on the 18th, etc until closedThis is for special cases with other Rules in the joined in.  I was told this isn’t possible, but really love as a new feature.  Thank you.

3
technique dwpro
Contributor
3 years ago
paulroberts89
Top Contributor ⭐
paulroberts89Top Contributor ⭐

Set different closure states for ticketsClosed

Its not currently possible to have different closure states in FreshService other than Closed. This means that dashboard reports are skewed. We have a status of Cancelled where a user closes the issue rather than an agent.  It would be useful in the Ticket Fields view to be able to set different ticket status purposes e.g. ActivePendingClosed and then group other statuses within these parent statuses 

1
afautley
3 years ago
Apprentice
andyhornApprentice

Set a reminder on a To Do created in the DashboardClosed

Please add the functionality to set a reminder on a To Do created via the Dashboard the same way it can be done on a ticket. It’s illogical to me that this can’t currently be done.

1
Kaley White
Contributor
3 years ago
Contributor
ben.greenoContributor

Option to Bulk Reply to Incident Tickets associated with a Problem/Change TicketClosed

It is quite difficult to send out the same message to all incident tickets associated to a problem/change ticket. Currently, I have to open each ticket separately and copy/paste my message.I would like to be able to send a bulk message to all tickets associated with a problem/change ticket. I know that a bulk message can be sent when the problem/change ticket is closed, but that is not what I am talking about. Sending a bulk message to all incident tickets from the problem/change ticket would be to update all the recipients on the status of the issue or something like that without closing the problem/change ticket.

15
3 years ago
Alternis James
Apprentice
Alternis JamesApprentice

Restricting KB/Solution Categories in MSP mode w/o portalClosed

Hi Fresh community! I wanted to suggest a feature addition to FreshService, because we’d really like to see something like this and I’m sure others would too. Currently the system only allows one to limit what Solution Categories are seen in a specific Requester/Support Portal, and so Agents/Requesters logging into the MSP portal can see ALL solution categories.If they don’t have access to the folders inside, then it’s empty, but they still see the category. It’d be great if we could restrict Solution Categories in the MSP portal also, for requesters & agents alike.

0
Alternis James
Apprentice
3 years ago
Contributor
mary.georgeContributor

Software Asset Management of the FutureClosed

Not long ago, procurement, roll-out, and management of software was completely owned by the IT teams. This enabled them to lay the foundations of Software Asset Management (SAM)  practice to track, manage and optimize software utilization and spend. One of the main objectives of SAM was to ensure that organizations remain compliant with the license terms they had negotiated with vendors.Over the past few years, SaaS has exploded in popularity. In the current scenario, employees want enterprise applications to be well designed, easy to use and less clunky. This has led to a rapid adoption of SaaS to meet enterprise software needs.For IT Teams, the rapid adoption of SaaS meansLicensing is simplified since most SaaS vendors offer a “pay as you go” modelOverhead on maintaining the applications is minimal as the SaaS vendors maintain and update all the applications by themselves. However, this shift to cloud and SaaS presents some new challenges.Traditional discovery methods do not work for SaaS. IT teams do not have any way to understand actual utilization of SaaS applications and optimize the available licenses and spend on the applicationsSaaS has led to decentralized purchasing decisions. Anyone in the organization can start using a SaaS product (paid or free). Terminated employees sometimes retain access to applications as IT teams do not have the information needed to de-provision users from all applications. This results in wasted license spend and can also result in data security risks as a terminated employee might still have  access to sensitive data. All these challenges are leading to a shift in the focus of Software Asset Management. SAM practice is becoming more relevant than ever. IT teams are now expected to manage the spend and utilization of SaaS applications, just like how they used to manage on-premise applications in the past.  Help us build the right solutions for youAs we gear up for this future (indeed, it’s already upon us!), we’d like you to help us build the right solution for our users. Please take a few mins to help us understand the challenges you face in managing SaaS applications by filling out this survey. 

8
ronalmorgan
3 years ago
a.kislicyn
Contributor
a.kislicynContributor

Freshworks On-premise version or more serversClosed

We have a serious question about leaving the Freshdesk system, because for the new management, finding the system on Russian servers is mandatory. I would not really want to stop using Freshworks products, so in this regard, questions:1. Is it possible to use Freshdesk as On-premise version on our servers?2. Or is it possible to host Freshdesk / Freshchat on some Russian servers?I have already received an answer to my question, but this is how customers who really want to use Freshworks, but can`t for security reasons, leave. It's very frustrating.  

0
a.kislicyn
Contributor
3 years ago
technique dwpro
Contributor
technique dwproContributor

Add possibility to compare and copy between custom label and custom objectClosed

Hello, I would like to compare customer label like serial number with custom object label as well named “serial number” → Customer fill “serial number” in form→ If Serial number is already added in custom object database→ Attribute serial number object to ticket 

0
technique dwpro
Contributor
3 years ago
technique dwpro
Contributor
technique dwproContributor

Choose layout on freshdesk Mobile AppClosed

Hello, We are currently a small team, each agent is both a support agent and a field agent, it would be nice to be able to have the field agent interface on the application if we wanted to. Currently it's not possible to have the interface if the account is declared as a support agent. BR David

0
technique dwpro
Contributor
3 years ago
Contributor
martrevisanContributor

Freshservice Mobile App - Increase Font size settingClosed

We had some recent suggestions that the Freshservice mobile application does not have a setting to increase the font size. I think it would be helpful to our users especially the ones that want to utilise the app but find it hard due to the font size cannot be increased.

0
Contributor
3 years ago
Skilled Expert
manovadesSkilled Expert

Service Catalog - Custom field on the Service CategoryClosed

I have the case where I need a custom field on the Service Categories.I want to safe one more custom string field which would be used to store custom data.Would be amazing if I can create a new field rather than we currently have only “Category Name” and “Description” fields on the Service Catalog(parent level- Service Category). It now supports only managing the Service items form. But in my case, I want to use this additional field as an id connection to the 3rd party app, so I can manage the catalog names only in FreshService. Now I need to make modifications in the DB which is not in FreshService, and makes the process complicated. I want to store some field as a connection to my 3rd party app.Thanks!

0
Skilled Expert
3 years ago
Contributor
erick_16262Contributor

Manual Clearing of "Requester Responded" flagsClosed

Often, a requester will respond with a useless "Thanks" or something else which requires absolutely no ticket action.  This will trigger the "Requester Responded" flag on the ticket which will then stick around and cause me to repeatedly open the ticket and check if action is needed when there is none. A way to clear this flag would be very nice. My vote is for an "Acknowledge Response" button inside the ticket on the requester's response.  This would force you to open the ticket once and look at the response, but still allow you to clear the "Requester Responded" flag if no action was needed.

2
eeha0120
3 years ago
Tyler S
Apprentice
Tyler SApprentice

Preview of Attachments like in GmailClosed

Hello,I know that there are other topics asking for previews of attachments, but I just wanted to add my voice that for our organization it would be extremely helpful if our agents could click on an attachment in a ticket and have it preview the file, like it does in Gmail, so that they can see what it is before downloading or printing the file.We get a lot of image files and PDFs submitted to us through tickets and it slows the workflow down to download and then open the file in a different program.Thank you,

1
patrickc
3 years ago
Contributor
reneeContributor

Ability to search through assets by using part of the serial numberClosed

It would be great if the system could pick up assets when searching part of the serial number instead of using the whole thing.  

0
Contributor
3 years ago
jaybarrett
Apprentice
jaybarrettApprentice

Need preview of first two lines of ticket text in TICKETS listClosed

Right now we have to hover over each ticket to determine what they are for which makes cleaning up duplicates time consuming. In MS Outlook our inbox showed the first couple of lines of each email. We are using FreshDesk to replace Outlook so we need a similar feature. Thank you!   

0
jaybarrett
Apprentice
3 years ago
Apprentice
SOTAApprentice

Export time protocolClosed

Hi,It would be very handy, if you could export the time protocol for billing a ticket.

0
Apprentice
3 years ago
giorgio.chen
Active Contributor
giorgio.chenActive Contributor

Logged in user’s department as field conditionClosed

I want to filter those data with the condition - logged in user's department. However it provides only logged in user's email, name, and reporting manager. To have logged in user's department as condition should be reasonable but now I can only virtualize an email account to be reporting manager of all requesters in the department to be workaround. How to achieve this and why the department is unavailble for condition? 

0
giorgio.chen
Active Contributor
3 years ago
stevemc
Active Contributor
stevemcActive Contributor

Save Columns in Contacts, Accounts and Deals ViewsClosed

It would be very useful to save columns along with the Filters in a freshsales view?  Many views are most useful if they include a set of columns.  For instance:active deals - Use this to review with the team active deals and next steps. you want to see columns such as summary, recent notes, poc status, deal value, deal close date, etc active deployments - Use this to review existing customers.  You want to see columns such as # units old, industry, etc.It takes a while to set up columns.  When you send a view to users, you want them to see and possibly edit specific columns.  Not being able to save the columns long with that view often means they are not seeing the data you want them to see.

0
stevemc
Active Contributor
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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