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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
surendra16Apprentice

Fresh Service tickets API Query based on agentsClosed

We are using Fresh Service and we want to get the list of tickets assigned to a specific agent. I looked at Fresh Service v1(https://api.freshservice.com/#view_all_ticket) and v2  (https://api.freshservice.com/v2/#view_all_ticket) api and couldn't find any API.However Freshdesk has  api's  (https://developer.freshdesk.com/api/#filter_tickets) to query based on agent id. I tried calling like  "https://xyz.freshservice.com/api/v2/search/tickets?query="(agent_id:15001150810) AND (status:5) "&order_by=created_at&order_type=asc" and it returned results. However the total number of tickets returned is wrong and it always shows 30 (though there are more tickets) and the pagination also doesn't seem to work. When i append page=2 parameter to the query, it returns same set of results as page=1. So basically i always get the first 30 tickets.Any solutions on how to make the agent and status based query to work ?

3
Apprentice
6 years ago
Contributor
jerry.leeContributor

Add tagging and/or search to workflow automatorClosed

I'd like to be able to add tags to workflow automation rules.   Also being able to search automation rules by keywords in the title would be great.This would make locating a specific rule much easier on the (growing) list of rules.

1
Contributor
6 years ago
Apprentice
edekeijzerApprentice

API - add filters to ticket listClosed

The ticket listing endpoint of the API currently supports only a few predefined filters: new_and_my_open, watching, spam, deleted, which are also available from the portal. The only predefined filter from the portal I am missing here is 'all unresolved', is it possible to add this since that's exactly the list of tickets I'd like to retrieve from the API.Next to that, it would be nice to have the possibility to filter tickets on specific status(es).Regards, Erik de Keijzer

2
Apprentice
6 years ago
Contributor
johannes.dohmenContributor

workflow action enhancement - remove watcherClosed

please build in the workflow action to remove a watcher.example: if ticket is resolved or closed, it would be nice to remove the watcher.

1
Contributor
6 years ago
Contributor
charlie.hawardContributor

Ability to reply to any part of a ticketClosed

It would be really useful if we could reply to any incoming message on a ticket, for example:Person 1 emails the service desk copying in Person 2, who the request is for.Person 2 replies to add informationI can then only reply to Person 1 copying in Person 2, or forward Person 2's original reply back to Person 2 with my comments. this gets really messy when they reply multiple times as we can only forward back the first reply again.It would be great if I could just reply to any incoming message on a ticket with the person who sent it as the primary recipient and the ability to copy in others.

3
sundararajan.srinivasan
6 years ago
Contributor
rob.cannonContributor

Custom Ticket Field Values in SupervisorClosed

We'd like to add a custom field value to the built status field as described in this article: https://support.freshservice.com/support/solutions/articles/156452-customizing-helpdeskOnce setup, we'd like to have the supervisor automatically change the status of the ticket after a certain amount of time has passed since the status was set to our custom value.  Currently you can chose "Hours since... (status)" but the custom values in the status list don't appear.

9
vishal.abraham
6 years ago
Skilled Expert
patricksawyerSkilled Expert

Is anyone using custom workflow actions to to trigger events in FreshserviceClosed

One of the big gaps in Freshservice is the workflow automator's missing capability to use the variables from a form as the input for another action.  For exampleLets say the category of a submited ticket is iphone.  I want to use the category as the input to assign the group.  Currently I have to build an if then else statement in the workflow automator.  I believe that using a custom Workflow action I could have it display all the groups I have, then search for the value matching category, get the ID of that group, and assign the group ID to the ticket.I had not thought before about using the API to get around some of the limitations in the system.  Is anyone currently using the API from the Workflow automator to trigger actions in Freshservice itself.

2
Skilled Expert
6 years ago
Contributor
rreesContributor

Share Agent DashboardClosed

Currently the new agent dashboard looks great but it is not sharable to other agents. I’ve built a “standard” dashboard I’d like to be available/default for certain agents. Currently there is no way to give them the dashboard. Please make this enhancement where you can share dashboards to agents.

4
sundararajan.srinivasan
6 years ago
Apprentice
kimclarkApprentice

Ability for agent/managers to create Onboarding requestsClosed

I'm in the process of testing onboarding and as an agent, but as an agent I don't have the ability to use my account.  I'm also a hiring manager for the IT team, and in that role I need to be able to create onboarding requests.  Could that be added as a feature request?

5
Apprentice
6 years ago
Apprentice
credeApprentice

Rich Text Editor for Ticket ReplyClosed

Would it be possible to fully enable Rich Text in tickets so notes and replies can be customised by the agents.

2
Apprentice
6 years ago
Apprentice
rbtApprentice

More formating optionsClosed

We have been using freshservice for about a month now. Love the product. But it really needs more formating options. These are the most requested from my department:More levels in lists: The ability to make levels in lists, ether via TAP or a button. Check list: The ability to create a checklist in a private note, reply or template. Tables: The ablility to add a tables to a reply or note.It's not much, but it would make everything way easier. 

3
Apprentice
6 years ago
Contributor
lokulyContributor

Filter on SubjectClosed

Not sure why you can't filter based on every attribute in the system, seems a little short-sighted. Specifically what I'm looking to do today is to recategorize tickets. I'd like to filter based on the subject so I can then do a bulk action on those tickets. Apparently that's not possible. You should change that. 

2
Contributor
6 years ago
Contributor
thom.van.zeeContributor

Integration Freshservice with ZapierClosed

We want to use Zapier with Freshservice in order to send and receive tickets and its updates to another ticket system of one of our partners that use "DeskPro"We have made some tests, but the functions are very limited. Just opening in the two directions is supported. All other ticket handling is not supported. See also our ticket #3211070This integration is now based on the API 1.0. What I want is more functionality so that we at least can send and receive ticket updates, status updates and ticket close messages to the other ticket system. Deskpro supports these update messages.Are there plans to update this integration based on the new API 2.0?Is there another alternative for Zapier?

1
Contributor
6 years ago
Contributor
ian.mcguinnessContributor

Locally installed agentClosed

With other support solutions and helpdesks it has often been very helpful to have the ability to install a local agent tool on the users computers/servers that allows for many actions.For example:I would like to be able to have it send the devices hardware information and it's current status (more details would be possible than with the current asset probe).  Status could include if it's up or not, current available disk space, and possibly any major issues in event logs.  This information could push at regular times and also when a major change/issue arises.The app would also be a good system tray icon for the user to click to report an issue.  could be like the Chatbot and guide them through requests, Knowledge base  articles and logging incidents.Lastly, the app could allow for remote desktop and chat functions so an Agent working on a ticket could connect and assist right out of the Service Desk without calling a 3rd party software into the mix

0
Contributor
6 years ago
Contributor
gabriel.ribeiromxContributor

FR - Filter more than 3 emails in Tickets View page filter (search by contact)Closed

I'd like to search simultaneously to more than 3 contacts/emails in a row. Can you increase the max number of filtered contacts search to more than 3 at a time?Three is just too few for multiple searching. I know this might overload your servers, but it would be much better to search more than 3 contacts tickets in a row rather than up to just 3 ones.Highly appreciated.

2
Contributor
6 years ago
Apprentice
fabian.vonallmenApprentice

Effort estimation for task should support hoursClosed

The current "Effort in Days" isn't precise enough. We'd like to define estimation in hours (including decimals for minutes).

1
6 years ago
Apprentice
celso.munozApprentice

Allow more than 3 companies to be selected in ticket filter functionClosed

Why within tickets' filter function, we can only select maximum 3 companies, this is extremely limiting.

2
aravind.sundararajan
6 years ago
Contributor
gabriel.ribeiromxContributor

Better attachment supportClosed

I know this may overload your servers, but it TAKES FOREVER to load heavy images or media when we try to open them. Right now I'm with an optic fiber connect and still Gmail attachments load much faster than on Freshdesk.Would you please check what can be done to handle this better? Like compressing media before opening or speeding up the process somehow.Thanks.

0
Contributor
6 years ago
Contributor
merel.brokContributor

Customize customer information shown within ticketClosed

Our company works with several government agencies. There are lists of people who are and are not allowed to open tickets on behalf of those government agencies. Sometimes this is even split in topicts people are allowed to open tickets for.This information is added to both the government agency information, as well as the person's information. However inside the ticket, we can only see the Company name, the customer name and the title, which they themselves can change in their profile.We have to open the information of the customer and the company each time we need to reply to a new ticket. It would be helpfull if we could add notes to the customer contact information view within the tickets, or at least customize which customer contact fields we'd like to see within the ticket.

1
6 years ago
Contributor
gabriel.ribeiromxContributor

FR - Filter/view open/closed/pending/etc repeated tickets sent from the same sender on Tickets View pageClosed

Why can't we filter the Tickets View page by multiple tickets that have been requested by the same sender?I'm tired of having to check each contact page by page (if it's not on the 1st page, I have to go to the 2nd page, and so on). Why not to have a filter to see "duplicate" tickets from each customer/sender?It's simple. You could just place a filter to view open tickets that had been sent from the same recipient.Isn't that much clever? Or can it already be done via an specific filter that I still don't know of?That way I could avoid sending multiple replies to the same person, being that he asked something else similar before. Or he's just "bumping" the duplicate tickets to the top, requesting more priority for his customer service.

0
Contributor
6 years ago
Contributor
markus.finsterContributor

Quick link to existing ticket?Closed

Is there some format where I can enter a ticket ID and it auto-magically is saved as a link that ticket?Looking for something like #1234Or do I always have to copy the full URL into the note?

1
Contributor
6 years ago
Contributor
len.smithContributor

Support user-defined columns in Company ListClosed

Please consider adding the ability for a FreshDesk administrator to be able to add any selection of columns to the company list display that are part of the Company record, both the standard fields as well as any custom fields. 

2
6 years ago
Apprentice
support_20681Apprentice

How to disable FSM fieldsClosed

I don't have FSM module enabled for my account however I see FSM fields in the ticket and I can't close any ticket without filling FSM fields. How can I remove FSM fields from the ticket or make them NOT mandatory?

0
Apprentice
6 years ago
Apprentice
ecamposApprentice

API - Include Category field on search resultClosed

When I get a specific tickethttps://domain.freshservice.com/api/v2/tickets/12345 I can see the field category ("category": "MyCategory")If I do this:https://domain.freshservice.com/api/v2/search/tickets?query="(agent_id:77777)"category field is not included.Is there a way to get this included when doing a search?Thanks.

2
6 years ago
mikko.virta
Contributor
mikko.virtaContributor

Apple Business Chat integration?Closed

Zendesk seems to have an integration to Apple Business Chat but Freshdesk is missing that. I wonder if this is something in the works already or is Apple restricting this somehow?

6
6 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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