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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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PumaKing1722
Apprentice
PumaKing1722Apprentice

Bulk import / accociate assets to contractsClosed

As of now, assets need to be associated / imported into contracts manually. This is not an effective job and I assume it is quite easy to implement.Example: You are having a leasing contract which covers 50 hardware items. As of now you need to manually associate each asset to the contract. It would be much more efficeint with a bulk/CSV import.

0
PumaKing1722
Apprentice
3 years ago
eruffino
Apprentice
eruffinoApprentice

Child and master ticketClosed

Hello,it would be useful to have an icon next to the ticket indicating that there is a child ticket and an icon for the master ticket.Regards

0
eruffino
Apprentice
3 years ago
JCMLI1973
Skilled Expert
JCMLI1973Skilled Expert

Suggested articles linked to specific ticket formClosed

We have a lot of ticket forms and want the customer to be presented with articles related to that ticket form. IE if the form is about Subject A then related articles to Subject A will appear. In some cases they need to provide additional attachements which can only be found in the artlcles. Apparently suggested articles only works from when the customer enters text into the subject line, in our case we wont have subject line on the form as the customer is presented with the exact form at this point.

1
JCMLI1973
Skilled Expert
3 years ago
Daniel Söderlund
Top Contributor ⭐
Daniel SöderlundTop Contributor ⭐

Update Child Tickets or/and bulk updated with APIClosed

Hello,  I would love to update all child tickets using the API. And also be able to do bulk update. 

0
Daniel Söderlund
Top Contributor ⭐
3 years ago
Top Contributor ⭐
jmfreshuserTop Contributor ⭐

Associating assets with service requestsClosed

We would like to offer a service request for laptop refresh and repairs, but for some peculiar reason the “Only assets assigned to them” selection is not available for service requests, only for tickets. This means the requester a) will be exposed to our full inventory in the dropdown and then b) be tasked with making sure the correct asset is selected from the full inventory.This must be an oversight from the developers, I’m sure?  

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

Verification status in contacts exportClosed

Include a field for verified/unverified in the contacts CSV export.

0
Kaley White
Contributor
3 years ago
Apprentice
joao.fariaApprentice

Bulk Actions/EditingClosed

It would be nice to have multiple selection on company/department and execute a bulk action/editing Use case: On loading companies/department via webservice, there was an error. So we now need to do a clean up and a full re-import.  It would be nice to pre-select a group of companies and delete them in one-shot.

1
Kaley White
Contributor
3 years ago
Kelly O'Connor
Apprentice
Kelly O'ConnorApprentice

Software Management for Retired/Lost/Stolen Assets ImprovementClosed

Dear Team,  Would it be possible to improve the management of software which has been discovered on an Asset, when the status of an Asset changes?  For example the ability to remove all discovered software on an Asset when you set it to Retired/Stolen?  Or perhaps the ability to select all the Software on the Asset and bulk Delete it?  This would massively improve the usability of the system when the Asset is no longer in use.Thanks!

3
Kelly O'Connor
Apprentice
3 years ago
tim_13447
Apprentice
tim_13447Apprentice

Canned response formatting again *sigh*Closed

I see this has been brought up several times for various reasons but not the specific reason I want to ask about.  I have reached out to support a few times and after the last disastrous attempt at discussing this issue (other support questions have been good except the question about analytics which has resulted in hair loss from me ripping my hair out) I have decided to ask here to see if other see what I see.After the forced migration to Mint we have adapted and overcome for the most part.  One thing I love much better is response formatting with the new editor.  It's clean and easy to work with.  Adding a link is super easy and it's relatively simple to make replies look like you want them to.  Links in particular are a problem for me because I need to link to relevant documentation some times.  I click the link button and a nice little popup shows up and lets me add the link and change the text.  I can even say to open the link in a new window.The canned response editor, on the other hand, is the same horrible one from old Freshdesk.   When I have typed something in and highlight it with the mouse and then click the link to link it (like when editing a previous canned response) the link sometimes will be added, other times it shows up blank like I never highlighted anything, and other times will display a cryptic  javascript:void(null); instead of the word I highlighted.    It makes typing and editing a royal PITA to do.  Trying to bold something is equally frustration.  Sometimes it bold the word or sentence you wanted it to, and sometimes it bolds absolutely nothing.  I asked support previously about being consistent and having the same editor in tickets be the one for canned responses too.  I don't think I ever got a satisfactory answer back.   Mint has been out long enough so surely they have had time to make things the same across the board.  Lastly, what the heck is the deal with canned responses sometimes having the same font as the response when I insert them by using the /c command?  Sometimes I have to clear the formatting on the whole canned response I entered (which has bolded words, links, etc).  The text font should also be consistent across the board.  Also, if the  Mint editor could stop randomly removing extra spaces as I type that would be awesome.   Sometimes I am leaving them there intentionally to be filled in by information I don't have yet, like when I leave space for a refund transaction id.  I want the 3 spaces there to more easily spot where to add it.  Thanks.  Tim

2
tim_13447
Apprentice
3 years ago
Apprentice
chris.stonehamApprentice

Watch / Discuss on ChangesClosed

I love the functionality to Watch and Discuss on Tickets - find it useful where workload in FreshService is "of interest" to me, but, not directly responsible or accountable to me.I would love to see similar functionality in Changes (and anywhere else in FreshService it's missing actually) - is this planned for the future?

2
Contributor
3 years ago
Contributor
gwelstedContributor

Agents in QueueClosed

Give us Dashboard widgets that can show us what agents are currently logged into the various queues,  

0
Contributor
3 years ago
Apprentice
AngusGENMApprentice

Customer Survey (CSAT) on New Emails to CustomersClosed

Our team take a number of calls that they’re able to resolve on the phone, but require a follow up email to confirm details or send additional information. It would be great to have the option of placing a CSAT link on a ‘new email’ so that our team can gain input from that interaction, which would otherwise be lost as we would need an existing ticket to place this on.

0
Apprentice
3 years ago
reuven
Skilled Expert
reuvenSkilled Expert

Improve the merge function to show original dates of the merged tickets and preserve the order of notesClosed

When multiple tickets are merged we only see the time of the merge, we need to see the original time of creation to be able to follow the time line in the final merge. In addition, any “notes” that were added to the original tickets DO NOT merge and stick together with their original ticket in the final merge.  We see the new notes (which were the original tickets before the merge) appear clumped together, and then the old notes from those tickets also clumped together, instead of sticking to the tickets they were a part of so we can follow the time line properly. With multiple merges that had noted which we added, it becomes IMPOSSIBLE to follow the order of the conversations and comments that went with them.

1
reuven
Skilled Expert
3 years ago
ammon.nelson
Skilled Expert
ammon.nelsonSkilled Expert

New Solution when closing a ticketClosed

When I close the ticket, give me the option of creating a new solution article using what I put in the resolution/solution field as a starting point.We’re currently in the process of building our Solutions Knowledge Base. AI is learning from us so it doesn’t currently give our end users suggestions when they submit a ticket or our agents suggestions when they look at a ticket.  it would be nice if after I close a ticket that I get asked if I would like to create a new solution article from what I put in the solution/resolution field.

1
3 years ago
Apprentice
lee.steinbachApprentice

Project Management convert between Tasks and Sub-TasksClosed

In a competitor product, we used to be able to very easily drag and drop the order of tasks within the Plan tab. We would very much like to be able to do that as it seems very foundational to organization. On top of that, we could also easily change a task to a sub-task and vice-versa which is not possible at all in Freshservice. The problem? One starts to create a list of tasks and in the process realizes that it would be better to group them into smaller groups. This is easy enough to do if you know ahead of time that is what you want, but in the current version we have to delete all the tasks and then create them as sub-tasks thus tripling the amount of work required to manage a project. 

0
Apprentice
3 years ago
Apprentice
trushApprentice

Announcement Section for Portal HomePageClosed

It would be helpful that instead of having to code announcements into our portal page, we could have an announcement section for the end users.  This way we can quickly announce network outages, updates, etc.   And change the announcement quickly when services are completed or outages are restored.  this would eliminate multiple tickets on the same issue and let the end users know we are aware of and working on the problem. it would need ability to format and color as well.  

2
3 years ago
Apprentice
JroosApprentice

Default Reply From Email Address Based on GroupsClosed

Can we have the option to set default reply from email addresses based on groups? I have multiple groups in my organization and they all reply from helpdesk@domain.com. They can optionally and manually change the from address them selves but that is cumbersome and not realistic. I hope there is a way we could make it default to a particular email address based on group conditions since you can create multiple to email addresses for emails to come into the helpdesk.  

0
Apprentice
3 years ago
Contributor
thanos.massiasContributor

Email header in emails from Freshdesk that I can use for filteringClosed

My problem: I want to filter emails that our staff ( this applies to both agents and non-agents ) receive from our Freshdesk. I also want this filtering to not be fooled by emails we receive from other Freshdesk installations ( we were glad to discover that some partners also use it ). Possible solution: Freshdesk could add something in the headers that uniquely identifies an outgoing email as coming from a specific account and indicate the type of email ( notification or not ). For example, Freshdesk could add an X-Fresdesk-Source custom header. In this case, if my Freshdesk account is myaccount ( => myaccount.freshdesk.com ) then: X-Fresdesk-Source: freshdesk_myaccount_notification_agent means that the email is an agent ( = Agent Notifications tab ) notification from myaccount X-Fresdesk-Source: freshdesk_myaccount_notification_requester means that the email is a requester ( = Requester Notifications tab ) notification from myaccount X-Fresdesk-Source: freshdesk_myaccount_notification_cc means that the email is a cc ( = CC Notifications tab ) notification from myaccount X-Fresdesk-Source: freshdesk_myaccount_reply means that the email is a reply ( = Reply Templates tab ) from myaccount etc The list is not complete as it should include, for example, qualifiers for emails generated through ticket watch or rules but it illustrates the idea. Using this I could then create rules in my Mail Client that use conditions based on  data from that header. Example: If I want everything from myaccount moved to a specific folder then I would use this ( partial ) match: X-Fresdesk-Source: freshdesk_myaccount_ or just freshdesk_myaccount_ If I want all notifications from myaccount moved to a specific folder then I would use this ( partial ) match: X-Fresdesk-Source: freshdesk_myaccount_notification_ or just freshdesk_myaccount_notification_ I can also be specific and target only agent notification with a full match: X-Fresdesk-Source: freshdesk_myaccount_notification_agent or just freshdesk_myaccount_notification_agent Obviously, any recipient could also benefit from this to categorize Freshdesk generated emails ( ours and from anyone else ). An added benefit is that since the account is mentioned specifically ( i.e. myaccount ) the filters will not be fooled when processing email from another Freshdesk account ( like the  account of one of our partners or customers ). PS1: I have though about other ways but none is satisfactory: - Message-ID: References: Received: and other system headers should not be touched in any way. - Subject: is not ideal for a number of reasons, including: Adding this info ( account identifier plus identifiers for notification/reply/etc type ) to the subject of every outgoing email would lead to some very ugly and confusing/intimidating subjects. Some emails like watch or rule generated ones, have subjects I cannot configure. When I change a subject, even a little, everyone will have to change their rules. A particularly bad case of that is when someone else is using a subject like mine ( because, for example, they saw our subjects and thought it would be nice to copy them ), forcing me to change everything in order that our rules do not mistake their emails for ours. PS2: I use the underscore '_' as the separator of qualifiers above ( as in freshdesk_myaccount_notification_agent ) but this is a poor choice. A better choice is some character that myaccount ( the Freshdesk account name ) is not allowed to contain, so that I could reliably process this header if needed.

4
i.cameron
3 years ago
Contributor
TobyContributor

Default Dashboard - CSAT Information Group-OnlyClosed

Currently, if a user is a Supervisor with group-based access for ‘Group A’ then they can see data for ‘Group B’ Customer Satisfaction results if ‘All Groups’ is selected. If you have group based access, the default dashboard only shows data for those groups with every other widget EXCEPT for Customer Satisfaction. This is inconsistent. Was initially raised with Support under #13691747 for reference, however was advised to log this here.

0
Contributor
3 years ago
Skilled Expert
maghedSkilled Expert

My Approvals - ListClosed

Enable so that agents can view tickets that are pending approval from them in standard list views.Agents normally work with lists or dashboard widgets but these do not support “my approvals” which becomes an issue for some that do not pay attention to other types of notifications etc.

0
Skilled Expert
3 years ago
afautley
Top Contributor ⭐
afautleyTop Contributor ⭐

approve tickets from Email ButtonClosed

In the recent October release we now have the ability to approve a request via an email. This is great! Instead of giving instructions to people what they have to do as below (seems like room for error..)It would be good if you can just add a button or link which will create that email with the relevant word in the body. You would then reduce the approval method to just two clicks (one on the link, one on the send button).  

1
3 years ago
zyte_user
Apprentice
zyte_userApprentice

Automation rule should allow to set the next communication date based on number of daysClosed

We have a policy of responding to a ticket within 24 hrs as soon as they are created. I was trying to setup an automation rule which will set the next date from the day of the ticket creation as soon as it is created but as of now the rule allows you to only pick a specific date and not have the system choose based on number of days. It’s a useful feature and only make sense for dates when working with automation rules.

0
zyte_user
Apprentice
3 years ago
Apprentice
tmisquitaApprentice

Integration with SharepointClosed

Hello, is there a way to integrate FreshService with Sharepoint?This would be a really helpful feature to have

4
3 years ago
spencervh
Apprentice
spencervhApprentice

In The App Have The Room Number On Ticket List ScreenClosed

When using the app it would be much handier to have the room number available on the ticket list screen.  Now the only way I see to get the room number is to open the individual ticket, then go to “edit properties”.  Even if the room number was listed on the individual ticket screen instead of having to go to edit the ticket would be so much easier.  When I go to a building, and I have a few tickets assigned to me, it is very cumbersome to have to go to the properties of each ticket to find out where I need to go.  Thanks for any help.

0
spencervh
Apprentice
3 years ago
Skilled Expert
mythumbsclickSkilled Expert

Exchange Online Orchestration AppClosed

Feature request for a purpose-built Exchange Online Orchestration app to allow management of Exchange Online mailboxes and resources. Specific use cases:Create a mailbox Amend permissions of a calendar or mailbox folder 

3
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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