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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
Sue MApprentice

Agent "eye" icon on ticket list viewClosed

In Freshdesk ticket view, if another agent is viewing the same ticket there is an “eye” icon that lets you know who is also looking at the ticket. This is great but it would be even better if the same information showed for a ticket on the list view. Then you wouldn’t even have to go into the ticket to know somebody is looking at it.

0
Apprentice
3 years ago
Apprentice
marchall1971Apprentice

Text formatting options on ticket creationClosed

Is it possible to add strikethrough as a text option when editing text to show a task on a bullet list has been completed?Curiously it's available here on the support forum, but not on Freshdesk itself.

4
3 years ago
Skilled Expert
Helga DeriaSkilled Expert

Freshdesk Automation rules conditionsClosed

Hi there, Currently Freshdesk automation rules don’t support options like “is empty”/”is not empty”. And this is inconvenient in cases when we need to built a rule based on an empty date or text field. It would’ve been great if it was added as an option. Thanks.

0
Skilled Expert
3 years ago
James.Lewis
Apprentice
James.LewisApprentice

Feature Improvement - Assign Business hours to Customers not GroupsClosed

Our service desk is available to different customers at different opening hours. It would be useful to assign business hours to customers rather than creating additional groups. 

0
James.Lewis
Apprentice
3 years ago
James.Lewis
Apprentice
James.LewisApprentice

Feature Improvement - Exporting Custom ObjectsClosed

Custom Objects are a great way of tracking Assets. It would be great if we could export this data to a CSV File.

0
James.Lewis
Apprentice
3 years ago
GeorgeC
Apprentice
GeorgeCApprentice

To include a placeholder for ticket attachment - to be used in webhooksClosed

To include a placeholder for ticket attachment - to be used in webhooks -ie to include attachments when creating service task (so that the attachment is an object - not an link to the parent ticket attachment - which the field technician can’t see).

1
3 years ago
GSnapp
Apprentice
GSnappApprentice

Feature Improvement- The ability for an Omnichannel account to tag an agent in a private conversation on a chatClosed

As it stands, Omnichannel account users cannot tag an agent on a Live Chat. This would be beneficial to have as if its busy it could alert a user to a potential query or client. Note this is separate to private messages and threads.

0
GSnapp
Apprentice
3 years ago
GSnapp
Apprentice
GSnappApprentice

Feature Improvement- We need the ability on the bot to chat in South Africa's 11 official languagesClosed

As mentioned above, South Africa has 11 official languages and not one of them is available in the Bot.Live translations is available to the user and the agent assisting but no official languages are available for the bot to assist with before the conversation gets to the agent.

0
GSnapp
Apprentice
3 years ago
Contributor
JePRContributor

Improve text editor - especially monospaceClosed

The text editor needs the ability to support monospace text in all locations, but especially in ticket creation (by user or agent), ticket replies, and ticket notes, whether that be formatting “as code” or just allowing the user to choose a monospace font for the a selection of text. Currently, replying to a ticket with any sort of structured text (xml, json, powershell, simple text table) is a mess because there is no ability to change the font or format as monospace.Also needed:table support in ticket creation (by user or agent), ticket replies, and ticket notes the same text editor features in “paragraph text” fields added to Service Catalog items or other items, or just a new text field option that supports rich text editor options

1
msconfig87
3 years ago
Andrew Keeley
Skilled Expert
Andrew KeeleySkilled Expert

Way to have chat bot leave private noteClosed

Currently their is no way for a bot to leave a message that only the agents can see. It would be nice if the bot could leave notes for the agent. I would use this to create a link filled with the customers email to help the agents look the customer up faster. 

1
egiust
3 years ago
Ravia Xu
Apprentice
Ravia XuApprentice

Feature Request: Freshdesk Contact Center Auto-Answer CallClosed

With the goal to increase the answer rate and agent performance, we are expecting the feasibility for incoming calls to be automatically assigned and answered by an available agent. This is within our acknowledgment that all agents are available for any calls the moment their agent status is set to Available.

1
Zubair Baker
3 years ago
Skilled Expert
SteveF1258Skilled Expert

Departments & Sub DepartmentsClosed

Does anyone else have this issue?I have a few departments that have sub-departments so you average user has a Line Manager that they report to within the department. Lets take for example:Engineering Head of DepartmentMaintenance Engineer Line Manager Validation Line Manager Electrical Engineer Line ManagerEngineer Engineer Engineer Engineer Engineer Engineer Engineer EngineerWe don’t want the approval request to go the the Head of Department we want it to go to the line manager.Also all our systems run off our AD so our internal organisation chart follows that structure.We don’t want to make extra departments using the line managers as the head of departmentsCurrently we have to go through the requesters individually to change the reporting manager from head of department to their line manager.Your help with this will be greatly appreciated.Steve

9
Skilled Expert
3 years ago
Apprentice
FMLABApprentice

KanBan Board App (needs fixed)Closed

Can the Kanban board app be modified to work correctly? The Kanban board is useless if the user must scroll through 7 pages.There should only be one instance of each column. 

2
Olympian Games
3 years ago
SteelFrost
Active Contributor
SteelFrostActive Contributor

Ability to link an Incident to a Service RequestClosed

There was a duplicate idea here that was archived, but this needs to be done!  It’s crazy that we can’t link Incidents to Service Requests.

1
Contributor
3 years ago
Vanderdecken
Top Contributor ⭐
VanderdeckenTop Contributor ⭐

Fields not populating in service request document preview and document.Closed

I can get the data I want to populate the fields in a service request document.What I cannot do is then get that data from the fields on the left to the document on the right.I have been through this https://support.freshservice.com/en/support/solutions/articles/50000006197-self-service-document-request but I am not seeing my mistake, my team has also looked at and not seeing the mistake.Is there better documentation somewhere on populating the preview and subsequently the service item document?Has anyone been successful in using documents in a service request? 

1
Vanderdecken
Top Contributor ⭐
3 years ago
Apprentice
chryso1Apprentice

ANALYTICS REPORT - CLEAR ALL FILTERS BUTTONClosed

Having a feature that enables the addition of a single button for clearing all filters in analytics reports simultaneously would be highly beneficial. Similarly, incorporating the ability to select multiple options from filters and then apply them would greatly enhance usability.

0
Apprentice
3 years ago
Apprentice
JohannApprentice

Show freshdesk tickets in freshcallerClosed

Hi we would like an app or something that shows the last freshdesk ticket of a user in freshcaller. This way an agent would know that the most recent topics were, that have been discussed with this client when the client is calling. 

0
Apprentice
3 years ago
Contributor
juneContributor

Ability to add Voicemail to an existing ticketClosed

Lots of times customers leave voicemails regarding a ticket that is already open. Right now, it is not possible for me to merge that voicemail ticket wtih the existing ticket, to have everything "tracked" so to speak under a single ticket subject matter or topic. It's possible to merge the two tickets; however, the embedded voicemail does not retain after the merging is  complete. It is also not possible to export or SAVE AS or save down the embedded voicemail messages. While I love that they are embedded and play when I press the play button, I find benefit to on occasion have the ability to save/export the message as well. Thank you, -june

5
Deff Clark
3 years ago
Apprentice
jeff_18923Apprentice

Projects - re-order tasks by dragging and droppingClosed

We should have the ability to re-order tasks in a Project simply and easily by dragging and dropping.

1
3 years ago
Apprentice
DWallingApprentice

Add Features For FreshService Bulk Ticket Modification or Expand On Keyboard ShortcutsClosed

Good afternoon,As someone who works with large quantities tickets on a daily basis, I’m hoping to get a new feature added to select and modify multiple tickets at the same time from the FreshService Ticket List view.After reading the current Keyboard Shortcuts article, I understand we can use the "X" key along with the up and down arrow keys to select multiple tickets in the FreshService Ticket List view for Bulk Modifications. However this only really works well when the tickets are all bunched together and requires pressing the “X” key as well as arrow keys numerous times to select multiple tickets.While it's better than mouse clicking each checkbox, it would be very convenient to expand on that functionality to allow holding the "X" key while using the arrow keys to select multiple tickets even faster or, even better, to include the “Shift” and/or "CTRL" key in tandem with the "X" key or mouse click to select the highlighted tickets so you can select a large quantity of tickets very quickly modify without having to click “Select All” and then deselect ticket or go through the tedious process of selecting individual tickets.Currently, it looks like "CTRL" does highlight multiple cells, but nothing comes with pressing the "X" key or clicking on the cell itself.A great example of the functionality I’d like added is shown in the video attached in the ZIP file (unfortunately, I’m unable to attach videos directly). In the example video, I can select multiple tickets at once by holding the “CTRL” key while click-and-holding the left-click mouse button and then modify the selected tickets by double-clicking the left mouse button. This allows me to modify different fields either grouped together or separated very quickly and easily.This feature would make working the ticketing system much faster and easier, so please let me know if you have any questions or if there’s anything I can elaborate on.

0
Apprentice
3 years ago
ChelseaHasIdeas
Apprentice
ChelseaHasIdeasApprentice

Merge Tickets should be more flexibleClosed

It would be nice to be able to reorganize items (emails, notes) when merging tickets, so that they’re in a preferred order once the tickets are merged. Right now it seems like a random order.

0
ChelseaHasIdeas
Apprentice
3 years ago
Apprentice
floris.vanonnaApprentice

Assign task to other agentClosed

I really like the to do list and how it's connected to a ticket. However, we should be able to assign to do's (tasks) to other agents. For example, I don't send out parcels, but my 2 co-workers do. So when I have a ticket for which a parcel needs to be shipped, I have to make one of them a task to do that. At the moment we switch to Podio then and put the task in there, but it would be much easier if we could do this in FD directly. 

6
ChelseaHasIdeas
Apprentice
3 years ago
ChelseaHasIdeas
Apprentice
ChelseaHasIdeasApprentice

Collapsed Items Button should be BOLDERClosed

Some people on my team have a hard time noticing the collapsed items button. They scroll right past it and then are confused when they can’t find the item they’re looking for. Please make it larger, bolder, more colorful. Anything to make it more obvious that it’s there.  

0
ChelseaHasIdeas
Apprentice
3 years ago
Contributor
cbarrosoContributor

Automator - Get location attributesClosed

Hello, In my onboarding forms user can select Location, let say “Paris”.The location is of course in “France”, but in automator i can only access LocationId or LocationName, theres is no option to get the Location.Country :/ For now i do a webservice call to get the detail of the Location but would be simplier if we could access directly from automator :)

0
Contributor
3 years ago
Contributor
withoudeContributor

Tickets - Group by Company/Requester/Priority and then do a sort.Closed

I would like to have the ability to group/sort by company and have an overlying grouping.eg. group by priority and then sort by company.or  group by customer and then sort by priority.

21
MythHunt
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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