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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
Community Debut
CunegoCommunity Debut

Add profile picture / avatar to Freshservice APIClosed

Can you please ask internally to add this to the freshservice api ASAP …. In Freshdesk this is possible :https://support.freshdesk.com/en/support/solutions/articles/216553-create-and-update-contacts-with-custom-fields-using-apis-https://stackoverflow.com/questions/60225717/update-contact-image-freshdesk-api-with-powershell In Freshservice this is NOT in there :Not in users (Requesters) , and not in users (Agents) We have the picture stored in AD (thumbnailPhoto) & Azure AD. It should be possible to sync or upload the same picture to the requester profile.

0
Community Debut
3 years ago
Community Debut
CunegoCommunity Debut

Ability to add bundled items as additional items !Closed

1/ A requester sends an email to the support email address, with a message asking for a new computer. (So this computer is not already an asset that can be associated with the requester. The computer/asset needs to be prepared first with the correct name and configuration) 2/ The helpdesk agent wants to ‘add service items’ to the existing ticket to initiate the process. In this case he wants to add the ‘Laptop Computer’ BUNDLE (containing additional items such as a bag, Kensington lock, wireless mouse, … ) to REQUEST a new laptop computer. Our problem here is that, when we click on ‘Add item’ in the ‘Details tab’ of the ticket & underneath the header ‘Requested Items’ , we only see the ADDITIONAL items, but NO BUNDLED items such as the laptop computer. Why ??? 

0
Community Debut
3 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Add attachments by drag'n'dropClosed

Referencing to ticket #13419792 my issue was fixed that drag’n’drop of images are now added into the ticket text box. But this works only for images. If you drop a zip file the following error appears:Idea:Instead of an error message why not dropping the attachment directly to the attachment field below? 

0
msconfig87
Top Contributor ⭐
3 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Show additional fields for requesters and add search in FreshServiceFuture Consideration

The Requesters list view is currently extremely limited.It only shows Name and Email. It is very painful to use currently.Please add a search bar on top like in the “All Assets” view:  Also please extend the Requester (and Agents) columns with:All fields visible on the individual record tags last activity created date modified date ticket count

1
msconfig87
Top Contributor ⭐
3 years ago
Apprentice
ajguzmanApprentice

Format number in an API result as currency in a chatbotClosed

How can we format a number from an item or array result of an API in chatbot as currency (comma delimiter and decimal part rounded). Example: 10000 as $10,000.00

0
Apprentice
3 years ago
Apprentice
ajguzmanApprentice

Better data iteration of API dynamic array result in message for a chatbotClosed

Right now in a chatbot, we could show well the result of an API with an array of item for a specific number of items but for a dynamic number of items we cannot format that array information in the desire way. For example if we have an array of user properties for a user like FullName, Phone, Email there not easy way to present the dynamics result of that array in this format: FullName1Phone1Email 1 FullName2Phone2Email 2 FullName3Phone3Email 3

0
Apprentice
3 years ago
Apprentice
ajguzmanApprentice

Set a value for buttons, carousel and dropdown in a chatbotClosed

When we create dynamic content from the response of an API in a chatbot like buttons, carousel and dropdown it would help if we could set another property from the item array as the selected value 

0
Apprentice
3 years ago
Contributor
joshwContributor

Placeholders in AutomationClosed

It would be great to have the insert placeholder functionality available in note creation as well. I have a number of scenarios that create notes for logging communication (left voicemail, sent text, etc.) These notes would be more useful if some of the placeholder information could be added to rule's actions.

3
Art B CS
3 years ago
gonzague
Community Debut
gonzagueCommunity Debut

Better contacts suggestion in FreshdeskClosed

HelloI think it would make sense, when you reply to a ticket from lets say charles@thiscompany.com and wanna add people in CC / CCI .. lets say I wanna add Simon, to automatically and in priority suggest contacts from @thiscompany.com instead of all the random Simons of all other companies .Thanks 

0
gonzague
Community Debut
3 years ago
Community Debut
HelenBCommunity Debut

Internal Notes: Default Template or Personal TemplateClosed

Where agents use a standard template for manual internal notes to differentiate them in the view from system notes etc It would good if there was a option to have the template automatically load when opening private notes which would produce a quicker flow for agents than selecting the same canned response each time. Current User Journey almost every time for private notes is as follows:  1. Agent opens existing ticket2. Clicks 'Add Note'3. Clicks on the little button in the bottom left to open Canned Responses4. (hopefully otherwise we are adding a few extra steps) The standard Internal note canned response is in the favourites - select this and add to the note5. Write note and then Save Ideal User Journey would be:1. Agent opens existing ticket2. Clicks 'Add Note' - template is already there3. Write note and then Save 

0
Community Debut
3 years ago
tomsmith96
Apprentice
tomsmith96Apprentice

Workflow Automator Assets - Department Set to None (Blank)Closed

I’ve created a workflow automator for when a device’s Asset Status is set to In Stock this will remove the user from the device and will leave Used By blank.I also want to add Department to be blank as the device will be back in stock and ready to be re-used however there is no option to select None so this won’t reset to blank within the Asset.I’ve made a work around by creating a new Department called ‘None’ however this would be better if we could remove Department completely the same as we can remove Used By.

1
afautley
3 years ago
Skilled Expert
ggallawaySkilled Expert

Take the user to the interface where they can see the ticketClosed

Today, when a user accesses a ticket from the end user portal, if they are an agent and they have access it takes them to the agent portal and opens the ticket. The system should do this the other direction as well, particularly now with many more departments joining the ESM platform, we are constantly running into users who get the “you can’t see this ticket, you must use the end user portal” if the user has access via the end user portal, the system should just automatically open the ticket there. If they don’t have access at all, perhaps there is a method that could be added to “request” access from the ticket owner (now that tickets can be shared)

1
afautley
3 years ago
Apprentice
Thomas64Apprentice

Enable better search feature across the platformClosed

It would be nice if the search experience was improved. Especially on the asset table.Today you can not search on custom fields which is a big inconvenience as you do not create custom fields without using them in your day to day operations.In general I would say that the user experience could be GREATLY improved across the platform.

0
Apprentice
3 years ago
Contributor
kjungContributor

Remove Watcher from ticketClosed

Is there anyway to remove a watcher from a ticket if they're no longer relevant to the ticket? I know they can remove themselves but if they're an occasional agent, there is no sense in burning up a Day Pass just to stop watching a ticket.

27
Manjari
3 years ago
Daniel Söderlund
Top Contributor ⭐
Daniel SöderlundTop Contributor ⭐

Accept semicolon and comma when importingFuture Consideration

Hello, We have in Sweden ( I guess other countries ) have ; (semicolon) as default list separator.  So when you export CSV from example Excel you get a file with ; and not ,So what I want is Freshworks products could accept semicolon as well. 

3
Lorentz
3 years ago
_Jordan
Apprentice
_JordanApprentice

Geofence knowledge base articlesClosed

If a company has articles that can only be served to a particular jurisdiction it would be nice to have the ability to geofence the article based on the user’s location.This would also help create a safer and more accurate generative AI chatbot experience if it pulls information from the knowledge base.

0
_Jordan
Apprentice
3 years ago
Rob J EliteGroupIT
Contributor
Rob J EliteGroupITContributor

Deal value is not representative of the total sales value on reoccurring items.Closed

The deal value displayed indicates the first month invoice to the customer only.  this can include one offs , reoccurring items , their unit prices and setup fees, but only for the first month. The real deal total value is the sum of this over the duration of the billing cycle.  (from gap analysis on other systems)

2
barnaclebarnes
Community Debut
3 years ago
barnaclebarnes
Community Debut
barnaclebarnesCommunity Debut

Customise the deal line item descriptionClosed

When you create a line item for a deal it allows you to select a product and set the amount but not a description. What happens if you want to add the same product twice for two different thihngs? How do you tell them apart. Two examples:We sell two subscriptions to the same client for 2 different projects. “Event 1” and “Event 2”. Each with a different amount. There is no way on a quote for the client to tell which subscription is for which event. We quote 2 pieces of custom development, one for “Feature X” and one for “Feature Y”, both and different prices. How does the customer know what price is for “Feature X” and what is for Feature Y”?The lack of this feature makes the quoting module unusable for the majority of our quotes which is a shame as it would be nice to be able to use this. If you look at something like quotes in Xero, they allow you to override the default description on a per line item basis.

0
barnaclebarnes
Community Debut
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

Quotes in contact namesClosed

I’d like to be able to use quotes (“) in contact names for preferred names. Example: 

0
Kaley White
Contributor
3 years ago
Giostra
Active Contributor
GiostraActive Contributor

Generalize Products so that we can also use other fields in Asset Types.Closed

Hi!Currently in Products you can only select Asset Type from Hardware tree, which generally makes sense, however it would be nice if we coud also select other Asset Types, especially custom ones.The main goal is that we can actually connect to Service Catalog so that fulfillment can be streamlined.Yes, we could put our custom Asset Types under Hardware, but then they inherit all the fields from hardware that are not applicable.Looking forward to your feedback!

0
Giostra
Active Contributor
3 years ago
Contributor
ctallantContributor

Auto Response on replies received after hoursClosed

Am I just missing it, or is there no way to set an auto-response when a customer responds to a ticket after business hours (Observr rule, not dispatchr).  Example: On an existing ticket, a customer responds in the evening or weekend after our normal business hours.  I want to send a response saying "our office is closed, we will respond tomorrow..."

3
arunrajkumar
3 years ago
Apprentice
gkurconApprentice

CMDB Warranty PullClosed

I'd like to see a feature that automatically pulls in warranty information from manufacturers i.e. Dell, HP, etc.  It's a feature offered in other solutions so it should be able to be done.Thanks.

48
Daniel Söderlund
Top Contributor ⭐
3 years ago
Apprentice
Calumet101Apprentice

Creating groups für automations/rulesClosed

It would be very helpful to have a better overview of the automations if we were able to create groups in the different categories like “ticket creation”, “time triggers” and “ticket update”- We have over 200 rules in one category so it would be a great help.

2
msconfig87
Top Contributor ⭐
3 years ago
CharlieFG
Apprentice
CharlieFGApprentice

Re-occurring tasksClosed

Ability to set re-occurring project tasks, for example daily, weekly or monthly tasks set at a specific time instead of just a start date and end date. Thanks. 

1
arunrajkumar
3 years ago
Apprentice
drobinsonApprentice

Ticket Scheduler - Every X days/weeksClosed

Hi,I like the ticket scheduler, but I think it could use more work in terms of supporting recurrence. For example, we should be able to schedule a ticket to recur every two weeks. There are no ways to do that at the moment, although we can schedule a ticket every week (or multiple times a week). We can also schedule a ticket to recur every two or three months, but we can only do that by selecting (for example) January, March, May, etc...My best suggestion is to set it up so it asks if the ticket is one-time or recurring. If recurring, it should allow you to say "Ticket recurs every # days/weeks/months/years" (where the # is a numerical text field and the days/weeks/months/years is a drop-down menu).Thank you for your time and consideration!

4
arunrajkumar
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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