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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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8947 Ideas

Back to top of the list
Contributor
kevinl-stcuContributor

FreshService Form Field that Accepts PicturesClosed

Hey there,It would be nice to have a form field that can be added to service requests items in FreshService that accepts pictures when copy pasted in. Much like the form field that I am submitting this idea in.Thanks!

0
Contributor
4 years ago
Andrew Keeley
Skilled Expert
Andrew KeeleySkilled Expert

Detailed Chat view that shows all chats over a period with helpful columns feature requestClosed

Currently the only way that I know of to see this detailed chat data is to use the API, which is a time consuming process. I wish to be able to see a detailed table fo the data with key timestamps, and other information about ongoing chats. 

0
Andrew Keeley
Skilled Expert
4 years ago
Andrew Keeley
Skilled Expert
Andrew KeeleySkilled Expert

Way to delete inline images after the inital messageClosed

Currently we are able to delete attachments sent by the customer, and we are able to completely edit the inital message (the description) sent by the customer. However, if a customer sends us an inline image we cannot remove it. This can be a compliance risk. 

0
Andrew Keeley
Skilled Expert
4 years ago
Andrew Keeley
Skilled Expert
Andrew KeeleySkilled Expert

Filter view by negative operatorClosed

For example, right now we can filter by the tag “test” but we are unable to filter to all tickets that do not have the tag “test”. We would like to be able to filter with negative operators. 

0
Andrew Keeley
Skilled Expert
4 years ago
Apprentice
andyhornApprentice

Report only usersClosed

Please can you create a new license type at reduced cost which allows those users access to the reporting / analytics only.We have management that has no interest in other areas of the system but would need to monitor, report, and take decisions based on the performance.I read in a old post that Freshdesk created the ‘scheduled’ report option for this purpose but that falls short as there will be a need to interrogate the data dynamically outside of a predetermined format.A day pass is not realistic as this will be a permanent requirement.

1
4 years ago
afautley
Top Contributor ⭐
afautleyTop Contributor ⭐

Placeholder for due date on tasksClosed

From a workflow action “add task” on the scroll down option (see below), it would be good to have an “Enter Text” option for us to put a placeholder on Due dates on task creation. This is so we can put due dates from information submitted by the business in the original Service Request   A bit like you already have on Reader API’s below.  

0
afautley
Top Contributor ⭐
4 years ago
Contributor
adam.lefeuvreContributor

Validations of formsClosed

Dates can be anything at all from 1934 through to 2023 (for example) - no way of validating dates, I.e. Between dates, in the future, in the past etc etc If you have a new starter form, or a any other form with a date field, it should be possible to restrict the date value being entered. Also, it is not always necessary to enter a time as well as a date - should be an option just for a date field.

1
afautley
Top Contributor ⭐
4 years ago
Skilled Expert
mbaumanSkilled Expert

Allow editing or deferring the first response SLA on individual ticketsClosed

You can edit the resolution time on a given ticket, but you cannot edit the first response time.  There are cases where first response doesn’t make sense (e.g., when there’s communication with the requestor via other channels) and I’d like to be able to remove or defer it. This has previously been asked on the old system here: https://support.freshdesk.com/support/discussions/topics/50000002966

1
afautley
Top Contributor ⭐
4 years ago
Apprentice
Kim.H.Apprentice

To see the solution articles and canned responses that have been used 0 timesClosed

Hello, For the knowledge base in Freshdesk we'd like to have the possibility to also measure solution articles (and when launched also for canned responses) the articles and responses that have been used 0 times.Today you can only measure from 1x and up whereas the articles and responses that have been used 0 times are the ones that need attention or need to be removed.Today this topic was discussed during the Freshworks User Event in Amsterdam. Regards,Kim

1
thomaslaureys
4 years ago
Andrew Keeley
Skilled Expert
Andrew KeeleySkilled Expert

Freshdesk should not expose the last names of agentsClosed

Freshdesk currently exposes the last names of agents (if set) to customers and provides no means to conceal it beyond manually removing the last name value from each agent profile. This is time consuming and will get overwritten if SSO integration is configured to sync Active Directory. Provide a setting to disable sending agent last names to customers.It is currently possible to completely hide the agent names, but this is not a desired alternative.

0
Andrew Keeley
Skilled Expert
4 years ago
johnwick
Apprentice
johnwickApprentice

sound like an activeClosed

Hi all,I know this sounds like an active directory issue but thought I would post something anyways. Hoping someone has seen this issue or has a solution. The problem we are encountering is tickets will come into the dash that are not meant to be routed to our support email. Whether this is spam emails, auto replies, and general messages we have checked within our AD and there is no group or rule in place for these emails that are coming through. We get the full array, amazon replies to one of our employees in a different department, spam, stuff from our vendors meant for someone else in a different region. We have spam filtering on within Freshdesk and cannot seem to find the root cause of this issue, anyone have any ideas? We are going to contact MS as well, but this only occurs within FD so figured I would try both lanes to find a solution, even if it is a minor inconvenience. 

0
johnwick
Apprentice
4 years ago
BenSilverBento
Apprentice
BenSilverBentoApprentice

Default Cursor Position in RpeliesClosed

There is a post from 10 years ago where a Freshdesk Agent said this would be fixed, but it doesn’t seem to work.When replying to a ticket, the template inserts and moves the cursor to the bottom. This means that the agent has to go in and manually find the part of the response they have to actually fill out.

0
BenSilverBento
Apprentice
4 years ago
Jeroen van Dam
Apprentice
Jeroen van DamApprentice

Option to remove attachments when forwardingClosed

Quite frequently we involve others when resolving a ticket by forwarding a ticket to them and asking for input. When a forwarded ticket contains attachments these attachments will automatically be forwarded as well and there is no option to remove them.  I would love to see this option in Freshservice!  

0
Jeroen van Dam
Apprentice
4 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

hide "request for someone else" for Requesters but not AgentsFuture Consideration

Please let us choose to have the “request for someone else” visible only for agents: 

2
zach.schmidt
4 years ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

"quick add" buttons for entering timesheet loggingClosed

Would love to see a small range of quick buttons when entering time on a ticket.  Even better if they could be customizable but something like 5 min, 10min 15min 30min 1hr would be a good start.We often see techs get going too quickly and the system doesn’t record the colon the preface a 5 minute entry with so they end up recording 5 hours by mistake.  Reporting helps with cleanup but would be great to have these buttons readily on the page rather than having to open a submenu then type the specific format to indicate minutes vs hours.

0
kpatterson
Top Contributor ⭐
4 years ago
Apprentice
themacApprentice

Turn off Ticket Assigned to Agent email when agent is yourselfClosed

Currently if you create a new ticket via the agent portal side and assign youself as the agent you get an email to say the ticket has been assigned (Email Notifications > Agent Notifications > Ticket Assigned to Agent) There should be a way to turn this off when the performing agent is the same as the agent being assigned because that email is totally useless when it is yourself assigning the ticket to yourself.

1
kpatterson
Top Contributor ⭐
4 years ago
jerryr
Apprentice
jerryrApprentice

Watchlist filterClosed

Hello! Is it possible to add a filter on the tickets that you are watching? Thanks!

1
kpatterson
Top Contributor ⭐
4 years ago
SteveV
Contributor
SteveVContributor

Add "Set Due In (Hours/Days)" to Automations->Ticket Creation->Perform these actionsClosed

We’re using Freshdesk for internal support and use a custom Dependent Ticket Field that allows us to categorize tickets.  The basic layout is “Department->Category->Subcategory”.  The user submitting a ticket selects the Department (IT, Facilities, HR”, etc.) which in-turn displays department specific categories.  They ten select a subcategory from a list of subcategories specific to the selected department and category.Since it’s not possible to create an SLA based on a custom field, we’d like to create automations that set the ticket due date based on the ticket’s Department/Category/Subcategory selection and priority.I can think or a number of scenarios where it might be very useful to be able to override the default SLA based due dates using ticket specific criteria and having the ability to set it in an automation would be huge.

1
kpatterson
Top Contributor ⭐
4 years ago
Apprentice
blubaApprentice

Additional Zapier triggersClosed

I think the integration with Zapier is great. However, I notice that the only triggers available for FreshService are "New User", "New Ticket", "Update User", and "Update Ticket". Can this be extended to problems and solutions? For example, we would like a Tweet to go out when a new problem is created with certain criteria (such as a system outage scenario). Thanks!

4
4 years ago
Apprentice
AVW

NPS ScoreClosed

It would be great to have the ability to calculate the NPS score in the customer satisfaction survey.This would mean the scale would have the option to go from 0-10 (11 point) and the customer satisfaction reports would also be able to calculate NPS score.

7
RobL
4 years ago
Skilled Expert
patricksawyerSkilled Expert

PowerBI App TemplateClosed

Please have a PowerBI app template.  Zendesk has this, why not Fresh?https://docs.microsoft.com/en-us/power-bi/service-template-apps-samples

2
audministrator
4 years ago
Apprentice
terry.samainApprentice

Logged in agent placeholderClosed

I've been looking around, and haven't seen the request for this platform yet.When replying to a new ticket, there isn't an agent assigned yet. You can implement an automatic task linking the agent who replied as assigned agent, but the reply doesn't contain the agent's name.Or you have to type manual (beats purpose of using templates) or you have to manually assign an agent before pushing the reply button.We need session related placeholder (session_agent, session_time, ...).For now, we only have placeholder linked to the section you're working in, with above limitations as a result.

2
Jérôme de Lagausie
4 years ago
Apprentice
JariApprentice

Dynamic tagsClosed

There has risen a need for a new functionality in Freshdesk within my organization: Dynamic tagging.By Dynamic tagging we mean the possibility to create new tags on the fly, i.e. from words in the subject line or description or similar. Tags that do not already exist in the tag list.Today you must define the tags before you can use them, we would like to be able to create tags when we need them.There has risen a need for a new functionality in Freshdesk within my organization: Dynamic tagging.By Dynamic tagging we mean the possibility to create new tags on the fly, i.e. from words in the subject line or description or similar. Tags that do not already exist in the tag list.Today you must define the tags before you can use them, we would like to be able to create tags when we need them. BRJari Ivanoff Jula ABSweden

0
Apprentice
4 years ago
Apprentice
jhearneApprentice

Alert Management - Filter ViewsClosed

Would be nice if the Alert Management page would let me save my filter as it can be done in other areas of FreshService. I’d like to simply show any active, open alerts. Or open alerts w/o acknowledgement or an incident associated. Also seeing a bug if you hide resolved alerts (show only open or reopened alerts) and there are none. The navigation arrows are active and will show you “1 of 30 of” or “31 of 60 of”, etc.

0
Apprentice
4 years ago
Apprentice
kevin.wilemonApprentice

Update ServiceBot Slack permissions to automatically install for authorized usersFuture Consideration

The Slack ServiceBot is a great resource to streamline engagement with our users directly in Slack. Unfortunately, the current ServiceBot’s permissions only allow Slack admins to authorize the app for installation with a Slack org but still requires each user to search for the app and manually install it before they can interact with the virtual agent. This prevents teams from being able to roll out the ServiceBot (or the slack user agent) to groups/teams/company wide. This is due to the ServiceBot missing the following two permissions that is common with most Slack virtual agents: “Start direct messages with people” “Start group direct messages with people”Adding these two permissions would grant the ServiceBot the ability to initiate outreach without requiring users to manually search and add it first after the ServiceBot has been authorized for an org. In practice, orgs that have approved the ServiceBot for use would no longer need to prod users to install the app and instead when a Freshservice ticket is updated, for example, the ServiceBot would start a DM with the relevant users thus introducing itself and allowing new and existing employees to engage with the ServiceBot right away.

0
Apprentice
4 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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