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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
Top Contributor ⭐
shannon.mejiaTop Contributor ⭐

Kiosk ModeFuture Consideration

We are new to Freshservice and we have like a walk-up Genius bar of sorts.  We want the end users to be able to put in tickets themselves when they walk-up to get help.  We will have an iPad, but the issue is the Portal has to be logged into by someone, so the requestor defaults to whoever is logged in.  Making it a bit confusing.   We need the service catalog as an option and not just a Incident form.

1
3 years ago
krobinson
Apprentice
krobinsonApprentice

Choose Data Field for Display NameClosed

The ability to customize which data field is used for the display name in FreshService would be easy to implement, and valuable to organizations using arbitrary/randomized hostnames, such as those using Intune.

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

Profitability in billingClosed

FreshSales pricing module currently does not have the ability to take into account the profits made on a sale as it has no buy price by default. we are looking at implementing this ourselves with buy price , markups, minimum sales values, Sales margins. The problem is that as this is then only on the product level its not then supported on a line item that can then affect these values by adding a discount. 

0
Rob J EliteGroupIT
Contributor
3 years ago
Pentium8542
Apprentice
Pentium8542Apprentice

Workflows and System eventsClosed

if I'm mistaken, please let me know!  😊What I've noticed:System/workflow based events, such as events from a previous workflow, don't trigger additional workflows. It needs to be requestor or agent driven. This has been annoying for some automations.Idea: Id love for a way to call these system events in workflows.Example. I have a workflow to request approvals depending on the Service Request Form being filled out. The requester or agent can then approve or deny.If I now have a workflow looking for “Approval status is changed” event, it doesn't work (regardless of the status). The only way it works is if you manually create the approval from the ticket after its created, which is counterintuitive at that point.My workaround is to look for when a service request is updated event. example 

2
Daniel Söderlund
3 years ago
Contributor
kileyContributor

Public Service Catalog ItemsClosed

We really would like the ability to have public service catalog items where people can submit requests without logging in. If the submitter is not yet a customer, they could be automatically added at the time they submit the request. This functionality currently exists if a person submits an incident without logging in. I don't see why the service catalog couldn't work the same way.

3
Kamakshi
3 years ago
Stellaniceshops
Contributor
StellaniceshopsContributor

Multilingual function for "Canned Responses"Closed

It would be great to have the same features and structure of the solutions applied to the canned responses.At the moment we have to use the solution / knowledge base as there is the approval section and the translation section. Unfortunately the idea seems to be archieved 

0
Stellaniceshops
Contributor
3 years ago
tboardman
Apprentice
tboardmanApprentice

Automation: Actions performed by system should have same criteria as actions performed by agent/requesterFuture Consideration

In automation rules, it’s baffling why “When action performed by System” has so few options available compared to actions performed by agent/requester. This makes 0 sense, because I can’t trigger additional automations based on another automation rule. Please expand the options for System actions to mirror those for agent/requester ASAP.  For example:Freshdesk is binary when it comes to Closed/Resolved email notifications. Meaning you can only have 1 closed email format for all ticket types, groups, etc. I’ve implemented an auto-check in automation which is time based. This series of rules sends a check in to the customer after x amount of hours. After an amount of time without the customer responding, the automation rule then sets the ticket to resolved. This is standard practice. We operate with multiple groups in Freshdesk. Some groups handle our implementation tasks for customers, others handle daily support. Within those groups, there are multiple ticket types, products etc. What I was hoping to accomplish was to create ticket closure emails via automation so I can customize the closure email contextually for different tickets instead of being limited to the generic ticket closure email that Freshdesk provides. But, since our tickets are closed and sometimes resolved via automation, I cannot accomplish this because the automation options do not allow to trigger when a status is changed by the System. This is but the tip of the iceberg for shortcomings that Freshdesk has. When I browse through ideas here, I see many that are years old without any updates. What gives? 

7
Daniel Söderlund
3 years ago
Apprentice
O DuceApprentice

Automatically remove specific emails from the CC fieldFuture Consideration

Using the workflow automator, we can automatically add emails to the CC field.  However, we cannot automatically remove specific emails.  I think this would be a useful feature.Best regards,Oliver Duce

2
WMS IT
3 years ago
Apprentice
jimcollier100Apprentice

Ability to filter project tasks with groups and status on the tasks page.Closed

You can filter all other object types on the task page except projects.  This means all completed project tasks show up on the tasks page which is very messy.  If you can do this with other objects why not projects?  Can create two different views but that is also not a great solution.

0
Apprentice
3 years ago
Arina Andronchyk
Apprentice
Arina AndronchykApprentice

Improve search results for 'Auto-Suggest Solutions while creating a new Ticket'Closed

Hello!It would greatly enhance the experience if related articles could appear not only when a keyword is used as the first word in the subject, but also when it's included in the middle or at the end of the subject line.For instance, if the solution title is 'Ways to create a useful Solution':Currently: Typing 'Solution' fetches the related article. Suggested: Typing 'How to create a useful Solution' should also fetch the related article.Additionally, I've observed a bug: when you input a keyword in the description, the related article doesn't appear.Thanks!  

0
Arina Andronchyk
Apprentice
3 years ago
Apprentice
kate.pickleApprentice

Give Add'l roles access to create canned responsesClosed

We have several teams that use Freshdesk to support our members, and they all have different needs for canned responses. As an admin I am not the one that knows what all their canned responses should be - but the supervisors of the teams knows.  It would be super helpful if I supervisors had the ability to create and edit canned responses for the teams they oversee. I don’t want them to have admin access because I don’t what then to be able to change other things in the system - just the canned responses. From what I understand this may be possible with a higher cost account level, but we don’t have a need for something at that level. 

0
Apprentice
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

Filter articles by tagClosed

Similar to this request for filtering articles by tag using the API, I’d like to be able to do this from the GUI.

0
Kaley White
Contributor
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

Link to articles from tag managementClosed

On the Manage Tags page, the number of associated tickets is a link. Solution articles should also have a link. 

0
Kaley White
Contributor
3 years ago
Apprentice
shrujoApprentice

Testing the integrationClosed

Please ignore this topic. 

0
Apprentice
3 years ago
Apprentice
Alan FinneyApprentice

More refined searchesClosed

The search api has a limit of 300 records (30 per page, 10 pages max), but we would like to download all new company/contact/ticket records in the last time period. To enable this it would be optimal toAdd time to the date of an “updated_at” filter. 2023-08-22T18:45:00Z as opposed to just 2023-08-22. This would reduce the number of records to theoretically below the 300 record threshold if called every 15 minutes. Increase the number of records by adding the “per_page” parameter with its limit of 100, or even increasing the number of pages in the “page” parameter.

0
Apprentice
3 years ago
Apprentice
robbiekiblerApprentice

Ability to Sort and Categorize Monitoring ToolsClosed

Hello, we are using the alert management feature of Freshservice and have numerous different monitoring tools setup for each of our clients. We’d like the ability to sort and maybe categorize them so that they are easier to find. When there are multiple pages it’s difficult to find the one that we are looking for. 

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

Please add vSphere scanning correctlyFuture Consideration

In FreshService Probe you can add vSphere credentials.Currently if you scan a Vmware ESXi Server with the FreshService Probe via vSphere credentials it will only add THE INDIVIDUAL ESXi Server to the scanned result INSIDE the Probe. It will not populate in the FreshService Asset database.This was confirmed by FreshWorks case id: 12885984I cannot believe this is intended to work like this since its useless.Scan:Result in asset database:Request:please implement Vmware vSphere scanning correctly all VMs inside of vSphere should be added automatically to the FreshService Asset database  p.s.: I still believe this is a bug….

3
msconfig87
Top Contributor ⭐
3 years ago
Contributor
adinacoContributor

ticket fields, automation rulesClosed

When i change the ticket fields it creates a new object.Which means that all the automation rules or the old and current tickets, don’t have the field that has been changed.It makes it very difficult to manage, and makes no sense...

7
Daniel Söderlund
3 years ago
juliricatti
Apprentice
juliricattiApprentice

Resize the help widget launcherClosed

Hi!So, the current launcher box for the help widget has a fixed size of 40px x 156px. In our platform, we are using the widget as a simple question mark (?), indicating that the icon is for support.Now, since the launcher box has a fixed size, the transparent area that we are not using is still occupying space, and it overlaps with critical buttons in our portal, preventing them to be pressed and causing our customers to complain.We know that there is the chance to hide the widget and invoke it from a custom button. However, this custom button involves development that our team cannot take in at this moment, and it would be nice to have a customizable option, to resize the launcher box if needed.Thanks!

1
Sven COSNUAU
3 years ago
danwrite
Contributor
danwriteContributor

Ticket summary disappears on parent ticket when child is createdClosed

For whatever reason, the ticket summary is removed from the parent ticket when a child ticket is added.  The child has a summary still, but even if one is created before creating a child, the summary is removed from the parent.  Is there a specific reason for this?  I would like to suggest that the summary remains on the parent ticket as well as each child ticket having a summary. Thanks!

2
skut26
3 years ago
Active Contributor
PeterHartBrunelActive Contributor

Support for private tickets in FreshserviceFuture Consideration

In Freshservice you are able to create private conversations (aka notes) for a ticket which hides the conversation from the requester portal.We would like the same functionality at ticket level so that tickets can be marked as private and will not appear on the requester portal. The private flag would always be set to false unless changed by workflow (or the agent manually).   

1
3 years ago
Alene
Contributor
AleneContributor

Ability to Create Custom Meta Title and Descriptions for All Portal Pages (not just articles)Closed

It would be great to have the ability to edit the meta title and meta description for every page on the support portal--home page, solutions page, new tickets page, etc--exactly the we can edit them in the article properties for the individual articles. It would really help with SEO. 

4
SammpradaCancerCare
3 years ago
Contributor
Troy255Contributor

Workflow Automator - ProjectsFuture Consideration

Hi,I would be great to be able to create workflows for projects. For example being able to create an approval for a project to commence or perhaps sign off on project completion. Any workflow automation on the projects module would be great.

5
3 years ago
m.hilser
Apprentice
m.hilserApprentice

Automatically reopen tickets on a specific dateFuture Consideration

We need a function in FreshDesk that allows the service agent to state a specific date in the future in the ticket on which the ticket will be automatically reopened.So far, there is the possibility to automatically reopen a ticket based on its status (as described here: https://support.freshdesk.com/support/solutions/articles/228149-how-to-automatically-reopen-ticke…).Additionaly there is the possibility to integrate a customized ticket field with date specification, but in the automation function we can only define for that field "Is", "Is not", "Is greater than" or "Is less than" in connection with a fixed date.Unfortunately, we cannot select something like "Is = Today" at this point, althought a variable like "Today" is actually very relevant for dates. If there were such a variable, a certain action could be triggered by automation when the specified date is reached – such as reopening the ticket.We believe that there are many more FreshDesk users and scenarios where such a feature would add value and would therefore appreciate it if this proposal can be integrated into your future route plan. 

1
Andreas Kotlewski
3 years ago
Apprentice
PhilBrownApprentice

Custom Project StatusClosed

We think it would be beneficial to have custom project statuses that we can add such as ‘postponed’ or ‘cancelled’ so that our programme managers can keep better track of the many projects we have.

2
Apprentice
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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