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
Skilled Expert
BrynCYDEFSkilled Expert

Automation Workflows - add feature to see dependencies up and down streamClosed

It would be great if you could add a feature (maybe even with visualizations) to see dependencies up and down stream from the workflow (as in input/outputs).I have lots of workflows that are waiting for a certain Category\SubCategory\Item setting or from placing a Service Request.  Then they change parts of the ticket, create tasks, add/remove tags, assign agent etc etcSo you can imagine if something is changed there’s a chance the automation won’t fire and troubleshooting can be a real headache.I ended up creating a spreadsheet that I call Inventory of Automation that captures this info but it’s challenging to maintain - the xls contains: Workflow Name CYDEF SMART-Monitor Client Portal Access SR Automation Type = Workflow Automator, (one of): Workflow Automator, Supervisor Rule, Closure Rule, Business Rule for Forms, Priority Matrix Criteria / Inputs  SR is raised by Anyone Requested Items = CYDEF SMART-Monitor Client Portal Access Request Actions / Outputs Assign to Group = Client Success Assign to Agent = BrynCYDEF Set Source = Portal Set Category = Software > S-Mon Portal > Access Request Email Requester to acknowledge SR received Skip new email notifications Linked to: Email Notification > Ticket Assigned to Agent Linked from: None (e.g. Fresh Caller voicemail left) Exclusions: None (e.g. Agents only) Description Text  

0
Skilled Expert
4 years ago
Skilled Expert
BrynCYDEFSkilled Expert

Place link to Contacts and Companies on menu bar at leftClosed

Hi - I’d like to ask that you consider adding more links to Contacts and Companies - (1) add them onto the menu bar at left - possibly under the Admin Link if you want to be sparing and (2) at the top right row of icons.I manually add and edit Contacts and Companies at least 5 x day and all the unnecessary clicking is very aggravating. Personally I never use Tasks or Calendar and only rarely visit the Marketplace so perhaps you could add a feature to allow users to customize their “hotlink” icons.Thanks for considering!BrynCYDEF - cybersecurity for the SMB spaceFresh Service icon row - lots of r​​​​oom for 2 more icons for Contacts and CompaniesMenu stack - add Contacts and Companies here to save a ton of clicking

1
SilverWolf
4 years ago
Markymark
Apprentice
MarkymarkApprentice

Group and filter reports/analytics by customer segmentsClosed

Hi, We really want to be able to run reports using company segments. This will allow us to for example measure ticket deflection (i.e. average # tickets raised by companies in a “low touch” company segment)

2
Markymark
Apprentice
4 years ago
aerial.cox
Apprentice
aerial.coxApprentice

Feature Request: Select multiple values in a ticket fieldClosed

I don't believe there is the ability to select more than one value in any of the ticket field options available in Freshdesk , this has caused us to have to create multiple fields to capture similar data. Since there is no way to do this there should be a way to add the selection of values across the fields.  For example:We are trying to capture the errors that are reported on our tickets by our clients. We had to create 3 error fields because Freshdesk does not have the option to select multiple values in the drop down ticket field. It would be nice if there was a radio button option or an option on the drop down ticket field where you can select more than one value. (<-this would solve all of the issues in this feature request)Currently, to track the three fields they have to be counted separately . We need a way to sum them all together. You can sum the count of multiple fields together in SQL so this should be something that your developers can make happen

0
aerial.cox
Apprentice
4 years ago
Apprentice
joshua.gravelyApprentice

Technical Feature RequestsClosed

First, I have designed, configured, managed, and supported multiple help desk platforms.  I have to commend your team on a job well done.  Your product for Freshservice is legendary.  I sincerely hope you focus continual add-ons and development for Freshservice.Second, I have provided some insight into additional feature requests: Reporting widgets available on the agent and/or end user dashboard Dashboard customization for both the agent and end user views Section within the admin panel that illustrates a on-going (living) update in regards to your future road map for development Microsoft OneDrive for Business Integration Custom iFrame web integration added as a "tab" for the agent and end user portals...  example:  ability to add Sophos AV management portal 2 factor authentication Email response customization:  agent picture, ticket history, agent profile, integrate agent gamification stats, other relevant information added as a summary on a side panel as to not interfere with relevant ticket information Bulk activation email to end users (welcome email to launch new portal and services) Ability to customize forum layouts and design features MORE THEMES!!!  I cannot stress the importance of having pre-made themes (beyond what is presented now through Fresh Themes) since the self-service portal is the ultimate goal for most businesses.  Simplicity and customization is key!!  More IT related themes!  Maybe a cool BBQ theme  :) More custom plug-ins relevant to the IT world Further develop the Freshservice mobile application to include more of the actual features versus just ticketing IT monitoring tool - ability to leverage SNMP or ICMP data to report up/down status on devices via the discovery agent or another custom agent (example:  Solarwinds Network Performance Monitor) Ability to create STANDARDIZED knowledge base forms that include critical core data that is secure from being altered... other information can be customized to be adjusted as needed.  This will ensure all knowledge base formats look similar and are more easily read by team members as they get use to the system. Add a Training tab for end user portal - primary goal to train on PCI compliance and/or operational systems.  Ability to track completion of each training course/video/knowledge base PER USER. Add a built in internal social network for the end user portal that allows logged in users to chat with each other and post comments and feedback to each other.  NOTE:  Different from forum, forum I view as a repository for critical data as opposed to creating a social network that builds culture and community interactions, which is important to us. Add a gamification platform for the end user portal that encourages end users to post more to the forums and compete with each other. Service Catalog - add the ability or create a plug in that will allow me to configure a catalog item to request as a quote > once the user selects and clicks "request quote", an rule can be configured to kick off an email using the user data and the actual request to multiple vendors > the email will include the user data (contact information in particular) and the actual request for product, service, etc. so the vendor(s) can respond accordingly Pluralsight integration - www.pluralsight.com > a very inexpensive tool ($500 per year) to further the development of your IT team...  provides videos, knowledge base, assessment tests, etc... fantastic online tool for gaining additional knowledge for all kinds of different technologies Thank you in advance!  GREAT PRODUCT!  KEEP ROCKING ON DEVELOPMENT!!!  I will recommend your product all day every day to any of my professional contacts.

2
Ummi
4 years ago
mfedele
Skilled Expert
mfedeleSkilled Expert

Purchase Orders - Restrictions for Agents ProfileClosed

Hi Freshservice Community ! @FreshworksI would like to ask if your best Devs in Freshservice could work on View / Edit Restrictions for Agents on Purchase Orders.I mean : today every agent who has access to Purchase Orders Module can see and edity all the Purchase Orders of everyone, not only their Purchase Orders (personal or Group owned).It makes confidentiality about Purchase Prices trough different Departments in the Organization. Thank you very much for your consideration about this need. We are a large companies with many departments and we do’t want that other departements see some of Purchase Orders of other Departments. Best Regards Mathieu 

0
mfedele
Skilled Expert
4 years ago
mfedele
Skilled Expert
mfedeleSkilled Expert

Analytics - Assets including ContractsClosed

Dear Freshservice Admins !  I would like to build a report on Analytics with all of our Assets (focus on Laptops for the moment)with these fields : - Asset Name- S/N- Product Name / Vendor- Used by Email- Cost But i would like also the Contract(s) associated to these Assets also because an Asset could be associated to more than 1 contract. Here is the answer from FS Support on this request : We don't show associated assets in contract widgets in Analytics as of now. We don't show associated contracts in asset widgets either. API is our only option currently. Please vote for this idea as I consider it misses a lot of features also in Analytics ThanksBest Regards Mathieu

0
mfedele
Skilled Expert
4 years ago
Apprentice
emilysamApprentice

Add Change Number column to view and expand sort and filter optionsClosed

It would be very helpful to have the Change Number (CHN-XXX) as a column in the list of changes.  It would also be helpful to be able to sort and filter the change (and ticket views) on any column that is part of the view.   

1
4 years ago
Apprentice
theresajnApprentice

Date Picker FormatClosed

Custom date fields for ticket creation: When the user selects a date from the date picker, the calendar view shows the days from Monday to Sunday but in the agent view that same field shows the date picker calendar from Sunday to Saturday. Can the date picker for the requester be in the same format as the agent view. 

0
Apprentice
4 years ago
travuselm
Contributor
travuselmContributor

Facebook - Allow automations to send repliesClosed

Currently there is an option to “Send email to requester” within automations.However this doesn’t work with Facebook tickets. Limiting the ability to help automatically answer Facebook tickets.// SAME FOR TWITTER  

1
travuselm
Contributor
4 years ago
Nickg
Contributor
NickgContributor

Batch update via API -- Custom Module (Single Request)Closed

Hello, Having a SaaS business with many accounts and data points, using constant resources to constantly update each record type doesn't make sense. (could be thousands or more per hour).  What would be very useful is to be able to do batch / bulk update to records via a single API request. So we could essentially run a record update at a certain time each day.  See this as an example -- https://stackoverflow.com/questions/28596688/rest-api-bulk-create-or-update-in-single-request  This would definitely create a differentiator for the product. 

3
Nickg
Contributor
4 years ago
_Jordan
Apprentice
_JordanApprentice

Twitter - Allow automations to send repliesClosed

Hi,Currently there is an option to “Send email to requester” within automations.However this doesn’t work with Twitter tickets. Limiting the ability to help automatically answer Twitter tickets.It would be great to have this feature please. 

2
travuselm
Contributor
4 years ago
Apprentice
MasterxOfxNoneApprentice

Add All-Time filter to Export TicketsClosed

I want the ability to export all unresolved tickets, regardless of Date. Every week, I have to manually change the range from the beginning of using Freshdesk through Today, which gets more tedious the longer we use Freshdesk.

0
Apprentice
4 years ago
Apprentice
andyhornApprentice

Good morning/afternoon/evening placeholderClosed

Please will you consider giving us the option of a placeholder which automatically changes between ‘Good Morning’, ‘Good Afternoon’, & ‘Good Evening’ based on the time of day it is inserted into the agents/systems response?It might be a good idea to also give an option to do the same but taking into account the time of day where the requester is emailing from if that information can be taken from the incoming email properties.

0
Apprentice
4 years ago
Apprentice
daniel.pattersonApprentice

Set default 'From' address for specific Agent and/or Group of AgentsClosed

We have two groups in our organization, and each group has a different email associated with them in FreshDesk:Group A: support1@company.comGroup B: support2@company.comIt is important that Group A only communicates via the support1 email and Group B only via the support2 email.Is there a way for Agents that are a part of Group A to always have the 'From' address on tickets set to support1 and Group B to support2? I want to ensure they do not have to manually change this each time.

6
Meik
4 years ago
JHaySTTI
Apprentice
JHaySTTIApprentice

An update of the "State" field to include when a new private note is addedClosed

Hi there. It would be really great if the “state” field in the Freshdesk ticket view could show a “New Private note added”. Sometimes we bring in outside collaborators who will reply to an email I send. When this happens a new private note is added to the ticket but I have no way of seeing at a glance when this happens. The notification for this doesn’t seem to fire either - or, rather, my notifications are so swamped with other ticket updates that I’m likely to miss this.

0
JHaySTTI
Apprentice
4 years ago
Skilled Expert
BrynCYDEFSkilled Expert

Company ManagementClosed

I see there is a list of improvements to Contact and Company Management UI.I’d like to request that @freshsupport add:  Deactivate Company  (same as we can Deactivate a Contact)Just like with Contacts, sometimes a Company stops being a customer - I don’t want to Delete them but I do want them out of the active list of Companies.  I need their info to stay in our historical tickets so I rename them with a prefix like this “zzz Company ABC”.  BTW in the Companies List, pls consider switching to the letters of the alphabet like you do with Contacts and stop using numbered pages of 10ish Companies per page (this is quite badly designed).Thanks for considering! 

0
Skilled Expert
4 years ago
Contributor
rheathContributor

Add an Invite User to follow forum button.Closed

We create private support forums for customers testing beta functionality. Unfortunately, if the customer users don’t manually FOLLOW their forum, they won’t receive notifications of new topics posted.Is there a means for us to send an INVITE to the customer with a link to Follow their forum?If not, can this be added to the backlog?  Happy to provide more details of what is needed if you’d like. thanks,Randy Heath

0
Contributor
4 years ago
Contributor
jamie.michalContributor

Manage Forum FollowersClosed

It would be helpful if we had the ability to enable/disable the follow forum feature for our users.  Can you please add a list of forums to the new/edit users screen with a follow button next to each forum so that we can set this up for them?In addition, we would like the ability to set the follow feature at a forum level so all users by default would be following certain forums.  They could also go in the system and disable the follow feature if they wanted to but by default all users would be set to follow automatically.

4
Contributor
4 years ago
Clr
Apprentice
ClrApprentice

Trigger webhooks from Time Triggers automationsClosed

User StoryAS a Support Administrator,I WANT to be able to trigger webhook from Time Triggers automationSO THAT I will be able to send a message on Slack/Mattermost when the status of a ticket hasn't changed 1 hour after its creation (our internal escalation processes). NoteI am surprise we can only trigger webhook from Ticket Updates and Ticket Creation automations Potential WorkaroundWhen the status of a ticket is unchanged after 1 hour, update the priority to Urgent (automation #1) When a ticket is updated to priority Urgent, trigger a webhook (automation #2) At this point it doesn't seem to work, I'll be opening a ticket on your support to confirm this.Any potential workaround welcomed! 

0
Clr
Apprentice
4 years ago
DhavalPatel
Apprentice
DhavalPatelApprentice

Canned Forms - Need option to attach the PDF / Images / VideoClosed

I need an option in the "Canned Forms" where customers can attach the Documents / Images / Video. Please enable it ASAP.   https://support.freshworks.com/support/tickets/10128463

0
DhavalPatel
Apprentice
4 years ago
Apprentice
MisterRogers23Apprentice

Administrator Need the Ability to Change Agent PasswordsClosed

I am occasionally met with the frustration of Agent’s forgetting their passwords, whether to the password manager or their accounts. Some of my agents are overseas, in different time zones. Some of my agents are technologically inept and this makes it difficult to change their password. I’m suggesting giving the ability to change/set the password for Agents as an administrator.

0
Apprentice
4 years ago
Apprentice
carla4

Show Company Change in Ticket HistoryClosed

We have many contacts that are associated to multiple Companies. Sometimes, a ticket is assigned to one of their Companies, but later needs to be changed. There is no way for us to track these kinds of updates. Please add this to the ticket history, just like Group, Agent, Status changes are listed.

0
Apprentice
4 years ago
ChrisVizlib
Contributor
ChrisVizlibContributor

Ability to remove CSATs / possibility to cancel and resendFuture Consideration

As admins we should be able to delete unfair/mistaken CSATs and also have the ability to make a customer correct an existing one, if they made a mistake on it. The way it works now is not sensible and impacts KPIs negatively for no reason.  

0
ChrisVizlib
Contributor
4 years ago
Nickg
Contributor
NickgContributor

Calendly Integration with Freshsales CRMClosed

Hello,  My team uses Calendly extensively for customer meetings. One problem with this is that there is no way to easily link those entries to meeting sales activities within Freshsales.  Question 1: Can this actually be done?Question 2: Is there a planned native integration being built?  

2
Nickg
Contributor
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