Skip to main content

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

Filter by idea status

Filter by product

8947 Ideas

Back to top of the list
Zsófia Bányai
Apprentice
Zsófia BányaiApprentice

Connect 2 existing tickets in a Parent-Child relationClosed

Hi Community, Currently you can only create a new child ticket from a parent ticket, but it is not possible to connect 2 existing tickets as parent-child. I think it is a gap, i the same way we can merge or link existing tickets tickets, we should be able to assign an existing ticket as a child to another that would become a parent ticket. 

0
Zsófia Bányai
Apprentice
4 years ago
Apprentice
Stig DanielsenApprentice

Secure email through FreshdeskClosed

We have a “secure e-mail” system called Deltagon that we use to send sensitive information to our customers and partners. Whenever we send an e-mail through our exchange environment and add the suffix “.s” it is sent to Deltagon and the recipient gets an e-mail with a link to a webpage on the Deltagon server where he/she can read the message.This is an important functionality for us. Since we do not know if the recipient supports TLS encrypted e-mail we need to add an extra layer of security by using Deltagon.It would be great if we could have this functionality in Freshdesk.

0
Apprentice
4 years ago
Apprentice
kovdav87Apprentice

Automation rule for hard delete a ticketClosed

Hi, we have many support emails that have been connected into Freshdesk. All the incoming emails are converted into tickets which is good. But in some cases its a bit annoying, mostly when an internal email is converted into tickets, so all the colleagues can see it.I know that we can create such an automation rule when we can delete it (soft delete, so its still in the Trash) or mark it as spam.It would be really good if we could create an automation rule (even with webhook) that makes a HARD DELETE on these ticketes.Thanks,Dávid

0
Apprentice
4 years ago
Active Contributor
rbarneyActive Contributor

Agent Delegations for assignmentsClosed

It would be very helpful if there were agent delegations (not just approval delegations) in the system.  When staff is out, it would be very beneficial if they could assign a delegate that sends all of their notifications and they see all of their work during the set time out of the office.  It basically works the same as s the thee approvals but with everything in the system.  It looks as if this was mentioned 4 years ago but FS never responded.  https://support.freshservice.com/support/discussions/topics/313915/

1
jordanwilly
4 years ago
Apprentice
mattgApprentice

Add a "Anyone" option to Automations>Ticket Updates>When an action in performed by...Closed

In Admin>Automations>Ticket Updates>When an action in performed by… add an option for “Anyone”. This way I can have a rule apply no matter if it’s an agent, requester, or someone else. This would be especially helpful when creating rules for reopening tickets. If anyone replies to the ticket, I want it to reopen or else it will get missed.  

1
4 years ago
lcoughey
Skilled Expert
lcougheySkilled Expert

Update notification on Tickets pageClosed

I keep seeing a notice at the top of my page that requires me to click on to make it go away.When I click on it, it goes away and there is no telling what was updated.  It would be more useful if the notification was beside the ticket that was updated or show a list of tickets when the notification is clicked on.As it is right now, it is completely useless and very frustrating for me to have to manually open every ticket, to try and figure out what it is referring to.

4
lcoughey
Skilled Expert
4 years ago
Skilled Expert
maghedSkilled Expert

Service status moduleClosed

Hi, It would be nice if we would be able to register outages on services.When working on an incident and a service is known to be unavailable or performance is degraded simply define an outage on that service along with the possibility of adding comments to indicate when the service might be up and running again. This information could be published in the portal in a separate section so that all users in the organization can read about the service outage.

0
Skilled Expert
4 years ago
Apprentice
filipdeweweireApprentice

Contacts/customers: sort by clicking on column headerClosed

Hello,it seems it is not possible to sort the customer list by clicking on the headers of the visible columns .Since there are no filters (only a search option) available on the contacts page, I need some sort of sorting capibilty to -fo instance- sort all those customers who haven't been provided with a company name (for instance), because it is not possible at this moment to find these records without goint through each page, which is very cumbersome if you have a lot of contacts.Sorting based on table headers seems like a standard element in most UI (and isn't so hard to implement). Would this be possible to implement? In this way, the need for a decent 'filter-option' isn't that accute anymore.Kind Regards,Filip

4
lionikas
4 years ago
Apprentice
ChristBertApprentice

Remove checkmark by default when log into the (User-) PortalClosed

When logging into the  (User) support portal, the checkmark for "Save my login data on this computer" is set by default. Would it be possible to remove this checkmark? The user should decide for himself if he wants to set this checkmark consciously. 

0
Apprentice
4 years ago
Contributor
cheryl.evansContributor

Annotate Images in Ticket SummaryClosed

Currently we can annotate images in ticket replies and notes and attachments. We need to be able to annotate an image in the Ticket Summary too. 

0
Contributor
4 years ago
Skilled Expert
maxlehot1234Skilled Expert

Implement software searching everywhereClosed

Hi,Is it possible to add software list everywhere in freshservice so we can search a specific software directly from the search bar in top right corner instead of  the asset-->software page?It will be nice ;)Sorry for my English, I’m french.   Thank you

0
Skilled Expert
4 years ago
mmccoy
Skilled Expert
mmccoySkilled Expert

Autofill Scheduled Tickets EnhancementsClosed

It would be nice to add a auto parse function to the subject line of a schedule ticket.  In our case we need a date ((Date Generated))   “Daily Tasks - 04/01/22 - John Doe”. We generate a dummy ticket each day automaticly via scheduler. Then I go and add task for the techs to work on thruout the day. It gets confusing if taks roll over to the next day as to which task ticket is “Today’s” and what is yesterdays.

0
mmccoy
Skilled Expert
4 years ago
JTAVOLARO
Top Contributor ⭐
JTAVOLAROTop Contributor ⭐

Improved SchedulerClosed

I wish the scheduler was able to add tasks, child tickets, approvals, and custom fields

0
JTAVOLARO
Top Contributor ⭐
4 years ago
JTAVOLARO
Top Contributor ⭐
JTAVOLAROTop Contributor ⭐

ad hoc approvals in workflowClosed

When you want to send an approval email through a workflow, it would be great if the body of the approval email was presented in the workflow for customization.  

0
JTAVOLARO
Top Contributor ⭐
4 years ago
juan.freshtech
Apprentice
juan.freshtechApprentice

Description field in analytics underlying dataClosed

Adding a description field to the undlying data in analytics Freshdesk. 

0
juan.freshtech
Apprentice
4 years ago
Skilled Expert
maghedSkilled Expert

Report on related/extended tables/dataClosed

A see a big need of being more or less unrestricted in terms of reporting across the complete data model but currently I can generally not reach data that is more than one step away which is very limiting.Example: Doing a report based on “Software” I can today do grouping/filters based on “Software->Used by->Name”. But I see a big value of going from “Software->Used by->Reporting Manager->Name” to be able to a report showing the managers what softwares are used by his/her staff.There are many examples for when more than 2 levels would be needed to fulfill a analytics/reporting need that currently is unsupported based on my level of understanding of the system.Any known plans for this?

0
Skilled Expert
4 years ago
Apprentice
MarkuskempusApprentice

Dedicated Field Service Management Mobile AppClosed

Freshworks, I have a client who is both a support agent and a Field Service agent.He works on the road, and therefore the mobile app is important. However, you cannot be both a Support Agent and a FS agent simultaneously. So he has TWO emails, BUT because there is NO dedicated Mobile Application for the Field Service, he would either have to keep logging in and out of the FD app, or have the app on TWO mobile phones, which is stupid. Field Service Management should have its OWN mobile app, which is different from the FD mobile app. From a FreshWorks perspective, it would also help promote FS management, as companies like SAP, Dynamics all have field service applications. It will also allow you to build custom features for field engineers in a new mobile experience,  You can easily CLONE the current Freshdesk mobile Apple and Android app code, make a few changes to the name, and publish the app in the App store as a separate solution. Freshservice has its own app, as does Freshsales, Freshteam, FD CC, FD SD, and FConnect.

0
Apprentice
4 years ago
Apprentice
natashadApprentice

ability to configure roles with specific custom permissionsClosed

it would be very useful to configure roles with custom permissions.For example i want to have a custom a role where users in this role can only create or update ticket fields in workflow. I have a field called ‘Vendor’. i need a designated support agent to be able to update the list of vendor within the ‘Vendor’ list ONLY. Right now, to complete this i would have to grant the user FULL admin rights.    

0
Apprentice
4 years ago
JustinL
Active Contributor
JustinLActive Contributor

Report on TopicsClosed

Ability to be able to create Analytic Reports using Topics.  Currently this is not possible.

0
JustinL
Active Contributor
4 years ago
Contributor
Troy255Contributor

Product ImprovementsClosed

Ability to add more than one managed software to a contract. Many license contracts may involve several different software applications. The limit of 1 managed application per contract is very frustrating and impossible to manage. We even have instances where the same software may be installed but as part of discovery is named slightly different, for example same software but might have “64 Bit “ as a suffix. There is no point adding multiple contracts as the number of licenses is impossible to consolidate. Workflows for Project Module, would be nice to be able perform workflows on projects such as submitting for approval, many projects will go through a lifecyle much like changes however currently there is no way to do this. Ability auto number the project key would be great as well. assuming this could be done by workflow. Offboarding module - We can onboard but not offboard? Allowing each module to send from different email addresses, for example, change request email notifications to be sent from email address other than default email address

0
Contributor
4 years ago
Skilled Expert
maghedSkilled Expert

Separate Asset from CI’sClosed

I think FreshService should separate the hardware assets from the configuration items. Today they are both mixed in the Asset Inventory list but I propose to split them in 2 lists and set up configurable sync rules between the lists for items being both an asset and a CI.  These two are really 2 different ITIL processes and benefits from being managed separately in terms of roles/access, form fields, workflows, reporting etc. 

0
Skilled Expert
4 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Workflow Automator fileds for Assets (used by) are very limitedFuture Consideration

HiI need to send an email to the manager of an “Asset Fields.Used By” User.This is currently not possible as the “used by” property is not divided into useful fields.I would like to have available at least:Asset Fields.Used By.first_nameAsset Fields.Used By.last_nameAsset Fields.Used By.primary_emailAsset Fields.Used By.reporting_manager_id.first_nameAsset Fields.Used By.reporting_manager_id.last_nameAsset Fields.Used By.reporting_manager_id.primary_email 

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

Please add custom links to the FreshService ticketFuture Consideration

HiI would like to have a custom link field on the right side of a ticket.Use case:lets say the ticket has a related asset - this asset has an external asset number saved in it - now I want to access the external device management system by a single link which appears only if the asset has this field filled.For example: https://ExternalManagementTool/Devices/#TheAssetNumberFromFreshDesk

0
msconfig87
Top Contributor ⭐
4 years ago
Apprentice
Rosie JiApprentice

attachments display mode in customer viewClosed

Currently, customers can see only the first 12 characters of a file name, which is attached to an agent’s reply. That’s really inconvenient for the customer and it will be worse when there are several attached files in one reply and all the files have long name.That’s not a problem in the agent view, as all the files are displayed in list view, instead of small icons.Could you please optimize it for customer view?

0
Apprentice
4 years ago
mrhiccup
Apprentice
mrhiccupApprentice

Posibility to switch FreshworksWidget language dynamicallyClosed

Our users can switch the language without reloading the page. The FreshworksWidget has to switch the language as well, otherwise the page looks broken. Please support changing the language dynamically. I quite a basic feature needed by many people who have a Single Page Application.

0
mrhiccup
Apprentice
4 years ago
Show more discussion threads

Filter by product

  • All products
  • Freshservice
  • Freshservice IT Asset Management
  • FireHydrant
  • Freshdesk
  • Freshdesk Omni
  • Freshcaller
  • Freshchat
  • Freshmarketer
  • Freshsuccess
  • Freshteam
  • Freshsales
  • Freshworks Neo

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.

Terms of UseAccessibility statement