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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
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Fix custom field useage for Assets in FreshService - display_id is not availableFuture Consideration

HelloThis is not a feature request, its basically a bug report or lets call it lack of product quality check:Currently if you create a custom field in a service request or ticket form which lets the requester chose an asset, you basically can’t do ANYTHING with this field after this, because:Workflow Automator Action node does not incude “Associate an asset” Workflow WebRequest node does not include Asset ID, only Display_ID (which we don’t have from the custom field) Asset API only accepts the assets Display_ID but custom field gives out the ID Asset API search does NOT accept ID Asset API filter does NOT accept ID Workflow Automator Reader node for Assets does NOT accept IDPlease fix this as soon as possible. We are stuck with all the workflows.See the discussion here: 

4
Aviationstuff
3 years ago
zachary.king
Top Contributor ⭐
zachary.kingTop Contributor ⭐

Adding of App Placeholders for Freshservice Problems ModuleClosed

Hello,I would like to request the addition of app placeholders for the freshservice problems module. It would be beneficial for problem managers if we could develop contextual applications in the problems sidebar like we can for tickets and changes.Thank you,Zach KingI have also raised this as a feature request on the Developer Community so please upvote in both locationshttps://community.freshworks.dev/t/adding-of-app-placeholders-for-freshservice-problems-module/11308

0
zachary.king
Top Contributor ⭐
3 years ago
jdarocha
Apprentice
jdarochaApprentice

Add reCAPTCHA option to Web FormsClosed

On our website, we have several classic web forms that were created through Freshsales. These web forms serve to gather contact information from users interested in our products. The issue that we are currently facing is too many spam contacts. Without a built-in way to filter out spam, it will soon become difficult to manage.My suggestion is for a reCAPTCHA option to be added to the classic web forms to limit spam contacts. This option already exists in Freshdesk and would be a great addition to Freshsales. Thanks!

3
Gavin M
3 years ago
e.c.kane
Skilled Expert
e.c.kaneSkilled Expert

Agent portal ticketsClosed

We use Freshdesk as both our internal and external ticketing system. When an agent creates a ticket via the agent portal, the Freshdesk experience assumes this will be an external contact - this is not always the case. Therefore we see fairly frequently people creating tickets and setting the contact to the Agent they believe the ticket should be assigned assigned to.The fact that this happens is understandable and points to the UX being clunky. It would be good to have this default to the email address of the Agent creating the ticket first. 

1
e.c.kane
Skilled Expert
3 years ago
Apprentice
cdelaneyApprentice

Edit All Unresolved StatusClosed

We created a new status that will mark tickets "Permanently Closed" after a certain amount of time.  Is there a way to remove that from the "All unresolved" filter?

3
eeha0120
3 years ago
KaloSto
Apprentice
KaloStoApprentice

Replying to tickets by email to add actual response, not a public note.Closed

In general, by responding to an email notification about an update to a ticket, the intent is to respond to the customer right away. Currently, this reply is added as a public note, not as a response and the customer is not notified about it.For me the notes only make sense for internal communication between agents and all notes should be invisible to the clients. All the communication between agents and customers should be happening as replies (not notes) to the ticket and the customer should receive email with the reply and not be required to log into the support system to see what the note says.This being said, I firmly believe there should at least be an option for us to choose how email replies to notifications are handled, based on our needs.

6
Daniel Söderlund
3 years ago
Apprentice
ryan.erApprentice

Freshservice Service Catalog / Service CategoryClosed

Freshservice advertises itself tobe able to handle multi-branding, but their service catalog doesn't really support that. It would be nice to be able to have a subcategory in the service catalog. For example: IT    Hardware   SoftwareFacilities   Electrical   Ergo RequestHR   Name change   BenefitsCurrently theres no way to nicely organize it, it's all mixed into one thing. It would also be nice to be able to have the main landing page of service category show less stuff. Right now it just shows everything available which looks super messy. 

1
ArthurIT
3 years ago
rgoguen
Apprentice
rgoguenApprentice

Employee Onboarding Module - Support for Custom Data Source fields in Build KitsClosed

Currently, Custom Data Source fields do no inherit values from the Parent Employee Onboarding ticket to the Onboarding Items in the Build Kits. Only the OOTB Location Data Source field is supported.

0
rgoguen
Apprentice
3 years ago
ldperron
Apprentice
ldperronApprentice

Supervisor rules: add business hours conditionClosed

We have a supervisor rule that we would want it to be enabled only during business hours, but unfortunately there are no condition available for that.Thanks

0
ldperron
Apprentice
3 years ago
Apprentice
jacky912Apprentice

Enhance problem taskClosed

A major incident may generate a number of problem's task.Currently, it is hard to track or update the progress of a problem task. The task owner can’t share an update on the task.Moreover, it is not possible to link a change with a problem task.

0
Apprentice
3 years ago
bennnnnnnnnn
Contributor
bennnnnnnnnnContributor

View SLA Response and Resolution Times by Multiple GroupsClosed

Hey, Surprised to see that FreshService only allows the viewing of SLA for Response and Resolution for individual groups as opposed to multiple.

0
bennnnnnnnnn
Contributor
3 years ago
Smylle
Apprentice
SmylleApprentice

Automatic notifications ForumClosed

The possibility to automaticly push an email notification to customers and agents when a new topic has been added to the forumspage or when a topic is updated. Same goes for the solutions articles, monthly possibility to push out an email notification to customers and agents regarding new articles/updated ones and so on.

0
Smylle
Apprentice
3 years ago
Astghik
Apprentice
AstghikApprentice

Solutions | Article | image Alt tab (annotation)Closed

Here we have an option to annotate image when we insert one.  I wonder if there is any option to make it automatically? Let's say to have the article title reflected in the alt attribute for the image instead of inserting that manually That would be very logical, if no annotation is inserted, any default value could be automatically reflected for the images used in the article. Example: “article title + image number”

0
Astghik
Apprentice
3 years ago
bennnnnnnnnn
Contributor
bennnnnnnnnnContributor

Resolved TodayClosed

A Resolved Today metric for both the ticket page as a filter and the Dashboard. This is already available in FreshDesk and very important for managing a team.

1
bennnnnnnnnn
Contributor
3 years ago
Apprentice
RioApprentice

Feature Request : Ticket Summary DataClosed

It would be great to have some data around ticket summaries available to query in Freshdesh Analytics - such as Y/N if a summary exists, or date the summary was last updated. Thanks.

0
Apprentice
3 years ago
Contributor
Andriana0406Contributor

Auto-update Ticket PriorityClosed

Auto-update Ticket Priority is set up by one time zone option. However, in a global enviroment we support customers worldwide, so there are 5 groups with different time zones. Kindly consider to add more options to the app.  

0
Contributor
3 years ago
Apprentice
Mikk0451Apprentice

Improved Date Fields Conditions for AutomationsClosed

Hi!  First time poster here, been working with Freshdesk for over a year now.  I had this idea to add a note to a ticket if a Company’s Renewal Date field has passed the current date. For example:Company’s Renewal Date is 22/10/23. Ticket comes in from a user at that company on the 23/10/23. A note is added for the agent’s visibility only stating that the customer’s support package has expired. Agent can then inform the customer, or contact Sales / Contracts team However, the current suite of conditions are limited to “Is”, “Is not”, “After” or “Before”, I would like to see the option of having added conditions such as “Date Due in <x> days” or “Date Overdue”.  I feel like this would be a great feature if possible, and would utilise the existing Renewal. Let me know what you think, or if there are alternatives. 

0
Apprentice
3 years ago
jensderooij
Contributor
jensderooijContributor

Freshchat Filled chatbotsClosed

When you create a new Chatbot from scratch, this bot is filled with an example flow. This is really annoying and creates a lot of work to delete this complete flow. Why are these bots filled? It should only be filled when you select a chatbot template.

0
jensderooij
Contributor
3 years ago
Mahmoud_emad
Apprentice
Mahmoud_emadApprentice

Tickets description analysisClosed

The idea is to be able to use a key work as reference to generate reporting around it.For example, “warranty” to know how many times it was mentioned and in how many tickets and export these data.

0
Mahmoud_emad
Apprentice
3 years ago
EvanPellissier
Community Debut
EvanPellissierCommunity Debut

[Tickets Update Automation] Creation (and/or Update) of ticket summary based on ticket status updateClosed

Hi, I’ve got a feature enhancement request related to automation possibilities.Since we have now the possibility to generate the content of Summary using the Freddy AI, we would love to have to possibility to trigger the creation or update of the summary using Ticket Update automation rule. Here is two use case : - When an agent update a ticket status from ANY to PENDING : Update the summary on the ticket. And in the content field of the summary, a toggle allowing us to "Generate content from Freddy AI"- When an agent update a ticket status from ANY to CLOSED : Update the summary on the ticket. And in the content field of the summary, a toggle allowing us to "Generate content from Freddy AI"Hope you guys will be able to implement this in a close future.Sincerely, Evan 

2
3 years ago
Active Contributor
jason.cActive Contributor

Bulk update - Private NoteFuture Consideration

This has been requested many, many times over the years and not sure why it’s hard to add when “Add reply” is there.I know there is the “Execute scenario” option, but this is NO where near as convenient when adding multiple notes to multiple different tickets, something we do a lot and seems others do too.It really makes what should be a quick 10 sec task, arduous, this is meant to make things easier!Considering the oldest request for this is 6 years ago and the add reply option is there, can we get an update why this isn’t possible yet?

2
afautley
3 years ago
Skilled Expert
ejgerkenSkilled Expert

Add non-group member agent to view a ticket and comment on it without giving complete observer of all group tickets permissionClosed

We have occasionally tickets that require a non-member of the agent-group to review an issue and potentially comment on it. as particular example, a ticket required one of our security guys to check on the ticket conversation to possibly give some extra info/insight to the problem. With other ITMS tools i can just add someone else to a ticket, even if he/she is not member of the ticket group it is handled by. And only as long as that noon-member is added, he/she can actually view that ticket (and he/she can not see/view any other tickets in our group, as it is supposed to be). i know there is the ‘observer’ feature, but that gives view rights to ALL tickets of that group, that is not wanted. so is there a way or can this become part of future releases to allow a non-group member to only temporarily see this single ticket i want his/her opinion about?

1
afautley
3 years ago
Apprentice
kiangchua.teyApprentice

Enable change the Priority NameClosed

It is possible to change the Priority label name?Or make the label became editable?Please see the attachment.Thanks!

8
manuel.marini.milkmantech
3 years ago
gepconlinebill
Apprentice
gepconlinebillApprentice

How to check Gepco Onilne Bill 2023Closed

Gepcoonlinebill.org is a reliable and user-friendly online platform in Pakistan that offers a convenient and secure way to check your electricity bills. Gepcoonlinebill.org you can easily access and view your bills for various electricity providers Gepcoonlinebill is easy and hassle-free. Simply visit the website and enter your account details to view your bills. The platform ensures the security of your personal information and transactions, so you can use it with confidence. Now, you can get your gepco bill online without any fee and wait. You can gepco duplicate bill download, can print gepco bill online, can save as pdf your bill for free. So, if you’re interested to do that you just need internet access and you have to open gepcoonlinebill.org and you need to enter your 14-digit gepco reference number to get bill.How to check gepco online bill – gepco duplicate bill print online 01. Find Reference NumberFirst step is you should have your gepco bill reference number to get your bill.02. Note Your Reference NumberSo, you have to note your reference number or you can save it to check bill later.03.Enter Reference NumberSo, to check your gepco duplicate bill online just enter your 14 digit reference number in the box that is on top of this post.04. Click on check bill buttonWhen you have entered your reference number then you have to click on check bill button. A new tab with your bill will be opened.How to Find Reference Number of PTIC GEPCO Bill?The reference number for your GEPCO Bill can be located in the top left corner of your duplicate bill copy, right after the Consumer ID. It should be straightforward to find. However, if you encounter any difficulties in identifying your reference number, I’ve attached an example of a GEPCO user’s bill for your reference. This image should guide you in locating your own reference number. Once you’ve identified your reference number, it will be significantly easier for you to Find your GEPCO Electricity Bill from the above tool. FESCO online bill , QESCO bill online , IESCO online bill , HESCO bill , MEPCO online bill andGEPCO Duplicate bill . In addition to electricity bills, you can also check your Karachi Water and Sewerage Board Bill.An Overview of GEPCOAs we mentioned earlier, GEPCO stands for Gujranwala Electric Power Company. It is a major electricity distribution company in Pakistan. It is responsible for the distribution of electricity in the Gujranwala and Sialkot divisions of Punjab province. The Gujranwala Electric Power Company Limited was established to cover the jurisdiction and electrification network of the former Area Electricity Board, which was initially formed in the early 1980s.This area included the districts of Gujranwala, Hafizabad, Sialkot, Narowal, Gujrat, and Mandi Bahauddin. On April 25, 1998, GEPCO was incorporated as a company, and it received the certificate to commence business on June 5, 1998.GEPCO has a well-established infrastructure and a vast network of distribution lines, transformers, substations, and grid stations. It ensures the uninterrupted supply of electricity to its consumers and undertakes regular maintenance and upgrades of its infrastructure to meet the growing demand for electricity.Customer Base: The customer base of GEPCO consists of residential, commercial, industrial, and agricultural consumers. It caters to the electricity needs of a diverse range of customers, including households, businesses, factories, and farms.Power Generation Sources: GEPCO receives electricity from various sources, including the National Transmission and Dispatch Company (NTDC), Independent Power Producers (IPPs), and hydroelectric power stations. It distributes this electricity to its consumers through its distribution network.Areas under GEPCOThe areas under the jurisdiction of GEPCO (Gujranwala Electric Power Company) include:Gujranwala District Hafizabad District Sialkot District Narowal District Gujrat District Mandi Bahauddin DistrictGEPCO New Connection ProcedureGEPCO (Gujranwala Electric Power Company) provides new connection options in three categories based on power requirements:Category 1 (15 KW) Category 2 (16-70 KW) (400 V) From 3 (71 to 500 KW) (400 V)To apply for a new connection with GEPCO, follow the procedure outlined below:Obtain Application Form: Visit the nearest GEPCO customer service center or download the application form from the official GEPCO website. Fill out the form with accurate and complete information.

0
gepconlinebill
Apprentice
3 years ago
Apprentice
CaerbannogApprentice

Multi language support for KB article from an external URLClosed

I would like to be able to add different links to KB article from an external URL based on the language in the profile of the user logged in the support portal.For example, I'd like to point the user to a Microsoft support page (available in several languages) and if the user language is English the link would be Get started with Microsoft Teams - Microsoft Support but the user language is French, the link would be Prise en main de Microsoft Teams - Support Microsoft

1
capcutapks
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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