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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
christa_19083Apprentice

Right Sidebar to slideClosed

I'm thinking it would be really useful if the right hand side sidebar (the one containing all the ticket properties) could slide down the page as you scroll so that you don't have scroll back up to the top to change or edit something.

0
Apprentice
7 years ago
Contributor
cmoyerContributor

CC Non-Agents in scenariosClosed

We have several people who should not have access to Freshdesk, but should receive an email for certain "scenarios". We'd like to be able to email to them without setting them up as Agents in Freshdesk when a specific Scenario is executed.

10
7 years ago
Contributor
len.smithContributor

Allow Scenarios to Forward a Response with Recipient VariableClosed

We have Support Cases that are created automatically in response to various types of customer configuration errors.  Agents then need to generate an email to the customer to apprise them of the issue and to provide a remediation.Scenarios are perfect for this type of use case because it gives us complete control over the ticket; however, Scenarios are designed in the context of an expected response to a customer generated ticket.I would like to suggest that FreshDesk add a "Forward" to a Recipient, with the ability to add a user-defined variable that would prompt the Agent to provide the recipient names, and perhaps any CC or BCC.I know that we can use Canned Responses, but that doesn't provide the same level of automation as does a Scenario.

2
7 years ago
Apprentice
konrad.majkutApprentice

Ability to Re-Order Service ItemsClosed

Currently its not possible to arrange the Service items under a Service Category they are by default ordered alphabetically. It would be nice to be able to manually order these items so you can place the most used items at the top for example.

0
Apprentice
7 years ago
Contributor
iapruzzeseContributor

Ability to change due dateClosed

It would be useful to change the Due date on a ticket without having to change the status to open.

10
7 years ago
Apprentice
credeApprentice

Automator doesn't work with the SchedulerClosed

I have created a set of schedule tickets that I want to use as daily checklists however I cannot add tasks to the scheduled tickets. So I set up an Automator rule that should identify the created ticket and add the tasks I need, this did not work.After much back and forth, I am told the following:The workflow automator will work only on tickets that have been created manually and not through another automation. Hence I am afraid that we will not be able to automate the tickets created by the scheduler. Apologies for not being much of a help here.How is it that the Automator doesn't recogise new tickets created by the Scheduler???Please fix this! You could either allow me to add tasks to a scheduled ticket or allow the Automator to be able to recogise new tickets created by the Scheduler!

2
7 years ago
Apprentice
jsimondsApprentice

Merged ticket displays in new languageClosed

After merging 2 or more tickets, they display in a new language. In our case, it should be displaying in English. So far, we have had Spanish and German variations. 

0
Apprentice
7 years ago
Contributor
johannes.dohmenContributor

add note by bulk actionClosed

we need to add notes with the "Bulkd actions"-function to add notes to a list of tickets without write a reply

0
Contributor
7 years ago
Contributor
johannes.dohmenContributor

prevent from send replysClosed

we need to prevent the freshservice to send mails to system accounts like an NAS or Switch or other systems by a administrative rule. we having much systems, which sending mails, but cannot recieve mails. our agents often try to send mails to systems like mentioned above by use the reply function. this creates no-delivery-mails and new tickets. so, with an administrativ rule, we would be able to stop this

0
Contributor
7 years ago
Contributor
dferberContributor

Improved Active Directory IntegrationClosed

It currently pulls the users name and email address but it would be great if it would also pull:Phone NumbersTitleDepartment (add to the Company field)

5
7 years ago
Apprentice
kkielsgaardApprentice

Import Data for Automation PropertiesClosed

Hi Freshdesk Community, I am currently looking into setting up a new automation that automatically assigns a given ticket the right agent if the ticket description or subtitle contains a certain value. My issues it that I have more than 700 unique values that will have to be added. As far as I can see, the only way to add the values is to manually write each value in the properties field. Therefore, I would like to know if it is possible to either; import them from a excel file/google sheets or add separators to all my values and copy-paste them into the properties field? I tried to test the option with separators with a sample of 5 values, but neither spacing, commas or line-shift worked. Please let me know if you have a solution to my problem. Any input is highly appreciated. Thank you in advance.Best regardsKlaus(Picture shows the previously mentioned properties field and the values)

0
Apprentice
7 years ago
Apprentice
gavin.dyerApprentice

Chat-Bot Usage ReportingClosed

Does anyone know if it is possible to run a report from freshservice that tells me how many times the chat bot is being used or accessed by the end user? 

2
7 years ago
Apprentice
pramodApprentice

Stop watching tickets - stop receiving emailsClosed

I might receive 1000 to 2000 emails a day from tickets I am "watching".I have never activly subscribed to a ticket to watch.How can I stop freshdesk to send emails to me?Thanks

0
Apprentice
7 years ago
Apprentice
sasaApprentice

Agents assigining tickets to groups they do not belong to, should be then directed back to their ticket queue.Closed

If an agent is looking at a ticket and assigns it to a group they do not belong to, they can still see what is going on a ticket if they navigate away from it.If an agent assigns a ticket to a group they don't have access to, the rules around access should be followed and that agent should be sent back to their queue, as opposed to still being able to see the ticket they re-assigned.

0
Apprentice
7 years ago
Apprentice
jon.hambachApprentice

Select Asset In Service RequestClosed

Could we have the option for requesters to select an asset from a service request in the portal? We are using FreshService to facilitate requests for our fleet vehicles that are shared, and being able to select one by searching like you can in a ticket would be very helpful. Also, adding the barcode scanner functionality for requesters in the app would help as they can just scan the barcode for the asset to create a ticket/service request

0
Apprentice
7 years ago
Skilled Expert
jkinnickSkilled Expert

Timer Read Only PermissionClosed

It would be helpful if there was a read/view only permission available for the time. With the use of the auto start timer, we only want time to be recorded when the ticket is in certain statuses and do not want agents to have the ability to log time. We do however still would like them to view the running timer.It would be great if there was a permission setting that allowed agents to view the timer but not make edits.

0
Skilled Expert
7 years ago
Contributor
jerry.leeContributor

ability to send emails to external users via workflowClosed

We'd like the ability to send emails to recipients via workflow beyond agents & requesters currently in the system.Specifically, we have a text field for certain tickets that contains an email address.  I'd like to have be able to send an automated email to that address via inserting the field as a placeholder into the 'send email to' feature of workflow

0
Contributor
7 years ago
Apprentice
neginApprentice

signatureClosed

How can I have an image in my signature?

0
Apprentice
7 years ago
Contributor
johannes.dohmenContributor

trigger workflow autpmators by handClosed

we need to trigger workflow automators by handy for testing this workflows.

0
Contributor
7 years ago
Contributor
johannes.dohmenContributor

trigger default notificationsClosed

we need to trigger default notifications by hand or by workflow action to repeat this notifications in case of error or misconfiguration

0
Contributor
7 years ago
Contributor
johannes.dohmenContributor

customized default notificationsClosed

we need to create custom default notifications to send repetitive notifications in different languages. in the automator, it is very costly,especially with adjustments 

0
Contributor
7 years ago
Apprentice
nicholas.brownApprentice

SCCM Discovery Probe Limit Discovery by Device CollectionClosed

Not all of our groups are currently in freshservice, so we want to limit those imported by device collection.

0
Apprentice
7 years ago
Contributor
mike.mcraeContributor

Edit templates without WYSIWYG editor. e.g. HTML onlyClosed

It would be nice if we had full control of the email HTML code without the WYSIWYG botching things up on occasion.It would also allow us to perform advanced functions that aren't available in the WYSIWYG editor.I've got around it somewhat by coding things in html, then opening the file in a browser, then copying and pasting into the template. However the WYSIWYG messes with the code, pure HTML would be so much easier than dealing with the editor, the ability to switch between WYSIWYG and Source code would be optimal as most editors provide.

9
7 years ago
Contributor
mwuContributor

Reorder actions items throughout the workflow automatorClosed

I've recently migrated all my rules into the new Workflow Automator format. I do like the new method but It's frustrating how you have to add things in order (i.e. Action Block). It would be nice if you can insert an action in between other actions so you don't have to delete everything and then re-add it. It's a pain especially if you have many email notifications that you've typed up. I essentially have to copy and paste them all into notepad and then add then back after I insert the new rule. In addition, It would be nice if you can rearrange items in the workflow view. You can drag and drop new items and insert them anywhere but you can re-arrange them once you place the item. In many cases we implement a new process which changes up one of the flows. Instead, I have to create additional boxes and make the other ones null. But, I would still have to re-type everything to mimic "moving" it. Does that make sense to everyone?

2
7 years ago
Apprentice
ray_18487Apprentice

Agent restrictions per GroupClosed

 Hello,Is there an option to define permissions for an Agent per Group? E.g. Let's say I have a Group named Test1 and a Group named Test2. I want the Agent to be able to work (open, update, resolve/close) tickets in Test1 but I only want them to be able to view the tickets they've opened in Test2, is this possible?Thank you!

1
7 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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