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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

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Apprentice
hank747Apprentice

Report Formatting for "Paper Sizes"Closed

I have a weekly report that I send of metrics. That metrics report comes straight from FS Analytics. I combine that with a written report into a single PDF. It seems unusual to me to not have “paper size” options for the analytics report. A 16:9 ratio does not assimilate well with an 8.5”x11”/A4 size written report. I agree that it may seem a bit old-fashioned, but people do still print these things out occasionally and to be able to do so without additional, special formatting would be a huge gain in efficiency.

0
Apprentice
4 years ago
Apprentice
hank747Apprentice

Add functionality to make dynamic due dates for ProjectsClosed

When configuring Project Templates and subsequent Workflows for Project Creation from templates, please add the functionality to define the Task Due Dates based on the Creation Date of the initial Request. In other words, I would like to assign a Task a Due Date of 30 days after the initial request is created: Set Task Due Date = [Initial Creation Date] + 30.

0
Apprentice
4 years ago
Apprentice
r.ballApprentice

fetching the CC email addresses from the previous ticket via webhookClosed

fetching the CC email addresses from the previous ticket via webhook.

0
Apprentice
4 years ago
ChrisVizlib
Contributor
ChrisVizlibContributor

Allow to make "comments" mandatory in KB article feedback formClosed

Please allow us to make the comments field mandatory when a customer provides feedback on a knowledge base article, otherwise it’s impossible to get feedback that actually means something.

0
ChrisVizlib
Contributor
4 years ago
JKBrothers
Apprentice
JKBrothersApprentice

Alphabetize Company List on tickets to speed up Company selection when creating a ticketClosed

When creating a new ticket in general, or creating a new ticket from contact, the selection of Companies can take a while to browse through until the correct company is found (some have a list of more than 30 to select from).  Can the companies drop down list be alphabetized please, but leave the primary company at the top?

0
JKBrothers
Apprentice
4 years ago
Apprentice
Radek from XplusApprentice

New default status - CancelledClosed

Hello, I have idea to create new status cancelled. Sometimes we need this status, because we must reject support request. Status closed and resolved isn’t enough to do this. I created this status manually, but all tickets with this status are still unresolved in my Freshdesk. Will be good to have new default status: cancelled or turn on functionality to manage what status should do in Freshdesk.  I found similar topic: Ability to create new status(es) that effectively "close" an item | Refresh Community (freshworks.com). Unfortunately is archived. I hope that this idea will be implemented 

0
Apprentice
4 years ago
Jethin 1276
Apprentice
Jethin 1276Apprentice

Add a new default status- CanceledClosed

Add a new status called Canceled

0
Jethin 1276
Apprentice
4 years ago
Jethin
Apprentice
JethinApprentice

Hello everyoneClosed

Canceled status to be added

0
Jethin
Apprentice
4 years ago
Skilled Expert
athomasSkilled Expert

Holiday schedule datesClosed

I would love to be able to copy a holiday schedule from one business hours to the next instead of adding the same holidays to each business schedule. I would like to be able to edit a holiday instead of delete it each year and re-add a different date (since they don’t always fall on the same day each year.

0
Skilled Expert
4 years ago
Apprentice
carlosag0122Apprentice

Allow access to assets by departmentsClosed

Think about this. You have a user community of 40 - 60 users. They operate around 1400 devices 24/7 through a software. What happens every time a devices is down? We ask them to put in a ticket. How do they do that currently? Drill through the dropdown menus. Final result? Unable to track asset incidents. Freshservice is good, but we are encountering the same issue. Users cannot enter tickets on devices. I added a multi dropdown that pulls the data from the assets data set, however it doesn’t associate the selected asset with the ticket. Ok, tried multiple scenarios, workflows, business rules, apps, orchestration, not sure why the last one, but gave it a try anyways. Ended up in the developer website, getting a postman request with the ticket information, my custom field is there with the asset id of the selected asset. Everything matches up until I have to update the ticket to add the asset. So, I can’t filter or search the asset by id, has to be by display_id, name or tag. So, before I copy all the assets to a database daily and search through that database to get the display_id, I thought that it would be easier to ask if the asset can be searched by id? Assets can be associated to tickets using custom fields? Or, some feature can be developed to do this? I want to believe that there is a simpler way for this, but I just haven’t understood the way assets can be associated to incidents, or our business logic is unique. If you have some way to do this, please let me know, hopefully before our trial expires.  Thanks

0
Apprentice
4 years ago
Active Contributor
laminblakeActive Contributor

Increase field limit for forms or allow for multiple portalsClosed

I have several departments that have varying use cases for freshservice most of which requires the use of the ticket forms section. I manage visibility of the large number of fields using form rules and dynamic sections but now i’ve run into a field limit brick wall that prevents me from expanding the usefulness of this product. It would be beneficial to not be limited by the current number of fields, I understand there likely is an infrastructure reason as these fields are all probably part of a single table so maybe the solution would be to have multiple forms instead of one segmented by use case.  If this would not work due to how automations work then maybe the solution would be multiple portals with their own forms/automations/rules ect. I could see this working in certain cases as not every use case requires integration with others, for example I have certain departments that prefer to have their tickets siloed from the rest of the organization, they have no need to share their tickets with others so having their own form, workflows, rules while not having the ability to integrate with other departments would be fine which would allow me to reduce the number of fields used on the default portal, it would also make my workflow automations and form rules less cluttered and would reduce possible conflicts. 

0
Active Contributor
4 years ago
Skilled Expert
athomasSkilled Expert

Why can't I see the outbound email when I execute a scenario?Closed

This would be an amazing feature to have. Currently, if you execute a scenario, you can only see if it replied to the requestor by looking in the “activities”. This is an additional step that no one will think of doing. It looks like no one replied to the email, and that it’s closed without a reply.

0
Skilled Expert
4 years ago
DarrylHadfield
Apprentice
DarrylHadfieldApprentice

Consistency of Tag Presentation AND colorize tags.Closed

Tags current show up as simple comma-separated text, in the “Contact Details” pane on the right-hand side when viewing a ticket.   Tags should have the same appearance wherever they are - and when I click on “View More Info” and I see the contact’s details, I see tags, this way: Tags should have the same appearance wherever they’re used. IDEALLY, the tags should also have the option to customize the (text) color and background-color, in order to provide a visual queue for the tag.

0
DarrylHadfield
Apprentice
4 years ago
nhess
Contributor
nhessContributor

Depreciation typesClosed

Could we possibly get more depreciation types?Computer depreciation is measured by MACRSIn MACRS straight line, LN calculates the percentage for a year by dividing one depreciation period by the remaining life of the asset, and then applying this amount with the averaging convention to determine the depreciation amount for that year.

0
nhess
Contributor
4 years ago
Apprentice
Matthias BeschApprentice

Automatically copy properties of merged ticketsClosed

When ticktes are merged, the properties of the primary ticket should automatically copied to all other tickets. 

0
Apprentice
4 years ago
Apprentice
kestaspApprentice

Personal content in Help centerClosed

Please implement following feature in Freshdesk help center: Content manager is able to select Visible to “Contacts” and list individual contact to whom folder content can be seen.This feature would enable to build individual and private help center articles for customer. thanksKestutis

0
Apprentice
4 years ago
WishFr3shW0rksWasBetter
Apprentice
WishFr3shW0rksWasBetterApprentice

Ability to resend ticket Customer satisfaction survey on erroneous clickFuture Consideration

Ability to resend ticket Customer satisfaction survey on erroneous click. It has happened multiple times where a client has accidently clicked ‘Extremely dissatisfied’ rather than ‘Extremely satisfied’In this scenario there is no way for the client to:1 - Change their response 2 - Have the agent request a change to that response if it was obviously erroneous. Examples:  

0
WishFr3shW0rksWasBetter
Apprentice
4 years ago
Active Contributor
rbarneyActive Contributor

Filter Underlying Data in AnalyticsClosed

It would be nice if when you clicked on a data point in analytics that it filtered the underlying data to show only the data related to the selected data point.  As an alternative, to have the ability to filter the underlying data at least to make it more useful when visualizing the data.  

0
Active Contributor
4 years ago
Apprentice
LGRApprentice

Logs for deleted contactsClosed

From time to time we find a contact deleted with no clear explanation why. It would be helpful to have logging feature so we can know who when and why deleted a contact.

0
Apprentice
4 years ago
Keri Sandler_First Legal
Apprentice
Keri Sandler_First LegalApprentice

Freshsales - Manual adding of date/time on Call activityClosed

We do not use the phone system within Freshsales, so we always manually log our call activity. It would be super helpful to be able to manually input the call activity date/time, as sometimes we’re not able to log the call until later in the day. 

0
Keri Sandler_First Legal
Apprentice
4 years ago
Frank.F
Apprentice
Frank.FApprentice

Problem behavior changeClosed

When closing a problem , allow it to update and close all associated tickets. This would make it faster to get updates to customers and easier on techs to make sure all tickets are closed in a timely manner.

1
Frank.F
Apprentice
4 years ago
Aazir
Active Contributor
AazirActive Contributor

Parent/Child companiesClosed

The ability to have parent/child companies is a must have. This has been a longstanding feature that has been requested by many, however the workaround is to have Company Segments.When a company database crosses over a thousand companies, this becomes a must have as opposed to a nice to have.Eg:Corporate Company  Branch 1 Branch 2​​​​​​​

1
carlos881672
4 years ago
Nikhil
Apprentice
NikhilApprentice

Separate templates for first response and subsequent responsesClosed

Presently, we only have one "Agent Reply Template" option in the Email Notifications section.For a better and more convenient approach for the agents working on Freshdesk, separate pre-written templates' option for first response and subsequent responses which are sent to the client can be added. 

0
Nikhil
Apprentice
4 years ago
Apprentice
mattgApprentice

Sort by headingClosed

hi there, is it possible to have a feature where clicking on a column title allows us to sort by ascending/descending order instead of the dropdown? simple reason being some things can't be sorted, for example - "State", when I want all my "Response due" tickets to be at the top, it almost seems impossible or too difficult to do so. same thing goes for the "Waiting since.." column

0
Apprentice
4 years ago
keefe.andrews
Top Contributor ⭐
keefe.andrewsTop Contributor ⭐

App permission in workflow automatorClosed

FreshService Administrators need to be able to specify app permissions to limit access to apps in the FreshService Automator. For instance, an agent that is not part of the IT team that is assigned the Automator can perform automations to just FreshService features (like assigning tickets to groups, setting priorities, etc) and not apps (like Azure which allows you to add users to groups, delete Azure objects, etc). 

0
keefe.andrews
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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