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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
Daniel Söderlund
Top Contributor ⭐
Daniel SöderlundTop Contributor ⭐

Collaborators be able to send in FAQ requestsClosed

As of now only agents can send in e-mails to Kbase. Would be nice if you have Collaborators in departments that can send in FAQ using e-mail. 

0
Daniel Söderlund
Top Contributor ⭐
4 years ago
Sebastian_S
Apprentice
Sebastian_SApprentice

API for requesterClosed

So far integration via API only works for agents.The idea is to allow customers to also use the API to integrate to create a ticket or retrieve updates.For example to use it within their existing tool/website or as part of their workflow (business process management tool).The workaround via an agent, would expose private notes and fields not published to requesters. 

0
Sebastian_S
Apprentice
4 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Please allow ANY positive or negative number to be entered for Asset Warranty expirations mailClosed

We need the notification of expired warranty to go out 306 AND 365 days AFTER the warranty has already expired (1 year additional use time).This is currently impossible to do in FreshService (I tried also with a custom workflow automation).Please make the notification timer an input field where I can add ANY number positive or negative.   Also do I see it correctly that you cannot send the notification to the actual asset OWNER?? please change this too.

1
msconfig87
Top Contributor ⭐
4 years ago
Jérôme de Lagausie
Skilled Expert
Jérôme de LagausieSkilled Expert

Template for agent answer through Teams ServiceBotClosed

Hi team,When an agent replies to a ticket from the backoffice portal, it comes with a template where we can provide many information, including a nice email signature.Using the servicebot “Answer” button, nothing but the plain text entered by the agent will be sent to the requester.The servicebot should definetily comes with an editable template where {{agent_answer}} (you get the idea) will designate the text entered through the bot, providing homogeneous and valuable answer to the requester. Regards,Jérôme

0
Jérôme de Lagausie
Skilled Expert
4 years ago
Kaley White
Contributor
Kaley WhiteContributor

Automation to delete empty subject/descriptionClosed

I need to auto-delete tickets for which both of the following are true:Subject is (no subject) or empty. Message body is empty.I tried to use “Subject” “Is” and “Description” “Is,” but the value field cannot be blank.

0
Kaley White
Contributor
4 years ago
troppodel
Apprentice
troppodelApprentice

Negative FIlterClosed

Hi thereCan you add in the next future release the feature the option to use the negative filter.For example I select a text in the location filter field (ex USA) click on negative button and I show all location less USA.I need to be able to display all the assets except for the one that I have selected in the Filter panel on the right hand side. An negative icon or a checkbox feature to exclude that specific location from the list of assets would be helpful.This would apply for all fields including department, type, location, etc.Understand?ThanksIvan

0
troppodel
Apprentice
4 years ago
LindaK
Apprentice
LindaKApprentice

Using "@" for direct replies in the forumClosed

Hi, would be great if there’s a feature where we can use “@” to directly respond to users on the forum. Please implement this!

0
LindaK
Apprentice
4 years ago
Kaley White
Contributor
Kaley WhiteContributor

Trigger Automation Rule for forwarded ticketClosed

I want to create an Automation Rule that sets the ticket status when a certain agent forwards anything in the ticket to a email at a certain domain, but “forward” is not an available event trigger. I need “Ticket is forwarded” combined with “Forwarded To Email” “Contains”.

0
Kaley White
Contributor
4 years ago
Apprentice
frogportalApprentice

Control the number of tickets per page in the queueClosed

It would be very nice to have an option to choose how much tickets will be shown in the tickets queue per page.The current number is 30, and controlling it would be nice :)

12
4 years ago
Apprentice
Data ExplorerApprentice

Automated Jira Ticket CreationClosed

Hi!We currently use the Jira Plus integration and for the most part this works quite well. However, one pain-point is agents have to manually create a linked Jira ticket for each Freshdesk ticket a customer creates. We run many BAU processes through these systems and having automated Jira ticket creation would greatly help us in reducing turnaround time, especially with vary time zones across internal teams and our customers.Would love to know if something like this is on the roadmap for this integration or if it could be added?  Please let me know if any more information would be helpful. Thanks! 

0
Apprentice
4 years ago
lindsey.chegwidden
Contributor
lindsey.chegwidden

Solutions wish listClosed

Show ticket ref in the article when a solution is linked to a Problem as a solution / workaround Remove articles from the knowledge insights list once it has been amended without having to reset analytics losing the view count Audit trail - show changes made and who by Allow changing of article properties by an admin without having to republish Allow publishing of an article without having to update the author (admin permission). Making minor updates to an article is clunky! Ability to pin articles or show in more than one category eg articles for new starters, articles for managers  Show agent view count - would be useful to show as a separate count, some articles are visible to agents only and you can't see if articles are getting any views.

0
lindsey.chegwidden
Contributor
4 years ago
Skilled Expert
RichardRSkilled Expert

Freshservice: Add replies with almost identical subject to same ticketClosed

It would be great if Freshservice provides more flexibility to add replies from the same sender to the same ticket if the subject is almost identical compared to the other messages.Currently we have a vendor who reports pro-active issues by sending a mail to our support mailbox. The tooling they are using does not update their subject with our Ticket ID so every update they are sending results in a new ticket. See the screenshot below. The values that always the same in each subject is “ticket id provider”  , “service id” and “customer id”  

0
Skilled Expert
4 years ago
HVA
Active Contributor
HVAActive Contributor

Show automated responses in the ticketClosed

Per the conversation here: I would expect Freshdesk to track automated responses in a ticket. Where the system produces an automated response and the customer replies, the agent has no context about the type of response that was sent by the system. This is really unhelpful.We have the option to show all activities in a ticket, but this doesn’t actually show the text of the automated response. In addition, outgoing customer communication has a different level of importance than a status change to a ticket field. These two things are different. I can see abstracting ticket admin (e.g. ticket changed from new to pending) behind a button, but outgoing communication to a customer lives in a different ball park. 

0
HVA
Active Contributor
4 years ago
Apprentice
Take a ChefApprentice

Seachable messages marked as spamClosed

Hi,The idea is that when using global search, the messages marked as spam also appear in the search results, via some kind of check next to the input search or automatically considering it if the spam option is marked in the top left filter menu or global configuration or what you consider better of course (just some ideas).The operations team for the company I work to, would be very grateful, specially the new ones that join the company or the ones that return from holiday and have to catch up.Thanks a lot!

0
Apprentice
4 years ago
Skilled Expert
BrynCYDEFSkilled Expert

FS needs to add "NOT" logic on Views so we can exclude specific elementsFuture Consideration

@rashmi.nag @freshsupport Please consider adding exclusion logic to all filtering ( i.e. NOT ) when creating Views for Ticket ManagementExample 1:  Create new View - I need to exclude specific company or requester from being included in the result set.  I am simply not going to add 1000 requester names because I cannot add 1 name to an exclusion list - as a result cannot create a really important view.Workaround:  Create a tag “Include in View” which gets added by automation to tickets that I do want to see in our ticket mgmt views - not ideal as easy to mix up or miss.Thanks,Bryn

1
rashmi.nag
4 years ago
aalexa
Apprentice
aalexaApprentice

Need specific fields visible when adding What actions should be executed as part of FS workflowsClosed

since we have 2 teams using FS - FS considers both of these team members as sales ownersbut this is not how we use FS since we need reports on cs  deal/company/contact owner versus sales deal/company/contact owner.since our field name CS owner is not visible under What actions should be executed as part of  FS workflows- i really need these added ; i need send email/sms to cs owner   

0
aalexa
Apprentice
4 years ago
Apprentice
gordongeckoApprentice

See actual date in Contracts portal of FreshserviceClosed

The Expiry column says “within 30 days” or “within 7 days”.  I need to see the actual expiry date.  Thanks.

0
Apprentice
4 years ago
Apprentice
gordongeckoApprentice

Better filters in Contracts module in FreshServiceClosed

Filtering in Contracts is very limited.  I want to filter out auto renewals, or contracts that have already renewed.

0
Apprentice
4 years ago
stahiri
Apprentice
stahiri

Freshdesk Support Desk: Update count in tabClosed

As we talked in ticket nº12829396, I hoped that you could take a look at this new feature request (more of an idea) of just taking in account how many updates and new tickets are coming through the Support Desk whilst you are away multitasking somewhere else. This would be an example on what I would personally like to have, i don't know if there are many requests about this going on, or if it could do a lot of work. I let you guys decide. Thanks a lot,Suli

0
stahiri
Apprentice
4 years ago
Kambaa Inc
Apprentice
Kambaa IncApprentice

Enhancements to the Ticket allocation when Agents is Out of Office is greater than or less than 0.5 DayClosed

Hi Team,Allocate ticket if agent is out of office for more than 1hr & greater than or less than 0.5 day to another agent in the same group automatically.   

0
Kambaa Inc
Apprentice
4 years ago
Skilled Expert
BrynCYDEFSkilled Expert

Change Time Zone from City/Country to actual GMT/UTC offset e.g. UTC-4 or UTC+9Closed

In FS right now, time zone info shows as a City and/or Country combo which is totally unhelpful.  What is the offset from me and from UTC or GMT?  Please consider changing the display of Time Zone to actual UTC/GMT offset value e.g. UTC-4 or UTC+9Thanks!

1
HighTechHick
4 years ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Mass Task AssignmentClosed

We have developed workflows which add task lists to Service Request tickets based on selections made on the Service Request.  While this has proven helpful in reminding technicians of all the little details that go into fulfilling specific requests, we have not found a way to automate assignment of the tasks to agents so the tasks do not appear in the Task list of the agent who holds that ticket.We’d like the ability to assign tasks en-masse to an agent.  Ex:  Agent picks up a ticket that has 20 tasks on it.  The agent should have some way to view the task list, select all or many of the tasks and in one step make themselves the assigned agent for the selected tasks.

0
kpatterson
Top Contributor ⭐
4 years ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Shared filters in Asset Management to include column informationClosed

While we can create a shared filters per asset type, it appears each agent selecting that view must independently choose the columns displayed for that view.  We are attempting to create filtered views, unique to specific asset types, which show columns most appropriate for that type of asset.  Ex:  For mobile devices, we wish to see the phone number, imei and sim.  These columns/fields do not exist for computers where, instead, we might want to see model, serial number and OS version. We’d like to simply choose the shared filter view “Mobile Devices” and have the set of columns we curate for that filter appear for all agents automatically.

0
kpatterson
Top Contributor ⭐
4 years ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Please include SR tickets in On-Call AlertingClosed

We use On-Call for our “on call” agent to tickets submitted outside our Business Hours.  To minimize the impact of being “on-call” on our agents’ personal time, we love having the option of push and sms notifications.  However, On-Call currently only notifies the agent of INC tickets and we really want the on-call agent to be notified about ALL requests received during their shift so they make an educated call as to whether an immediate response is needed or if it is something that can wait until Business Hours.  If the option to include SR tickets in On-Call Alerting is enabled, that will allow us to free our on-call agents from the need to actively check for incoming tickets during their shift.

0
kpatterson
Top Contributor ⭐
4 years ago
Hashi09
Apprentice
Hashi09Apprentice

activation emailClosed

Problem: the activation email has to be sent to 100% of the contacts or it must be manually sent. Solutions:Have an option where activation emails can be sent to contacts or contacts within a company or type of company automatically.  You can whitelist domains which is nice, but our common use case is a type of company (filter) has access to our help section and I wanted to send those contacts an invite automatically.  Allowing the API to invite contacts without email notification invite on. This was frustrating because I could have solved the problem via API, but was unable without email notification turned on, which invites 100% of the contacts, which I’m trying to avoid.    

1
msconfig87
Top Contributor ⭐
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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