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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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8951 Ideas

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Apprentice
joao.duarteApprentice

New Filter In Ticket Vieews: Last UpdatedSubmitted

It would be great if Freshdesk add a "Last Update Time" filter to view tickets updated on a specific date. At present, Freshdesk does not provide a direct option to add "Last Update Time" as a filter in the ticket views. For example: If I want to have a card in the dashboard with every tickets that were modified today it is impossible.

0
Apprentice
7 months ago
Contributor
FreshMattContributor

Native QR code option for requesters to enter a ticketFuture Consideration

One of our sites had a piece of software for their facilities management that allowed them to setup a QR code to open tickets. They posted QR codes around the property that pre-filled certain fields to help the facilities management team gather relevant meta-data without the requester needing to enter it. This allowed the team to have actionable meta-data without the friction of requiring the requester.For example, there was one posted on the external door that led to the main employee parking lot. This let anyone on-site notice that there was an issue that required FacMgmt attention, scan the QR code, enter a subject, description, and take/upload photos of the issue very quickly and easily. The FacMgmt team knew exactly where the issue was and could report on tickets coming into their system.For other business reasons we have moved away from that solution, but this functionality has left an impression on us that this is a very effective way to reduce the friction for requesters to open tickets in the first place, but also to gather the relevant meta-data that we want for high level reporting. The FacMgmt team has moved into FreshService Spaces and is really missing this function.As of today, there is no such functionality in FreshService. We have attempted to create an external integration with a MS Form and a PowerAutomate flow, but this introduces several opportunities for something to go wrong for a critical support channel. Would like to see FreshService develop the ability to generate a QR code directly to an incident request and/or Service Request, and have the ability to include certain meta-data fields by default.It would be ideal if the FreshService admins could allow ticket submission from unauthenticated sources as well as authenticated sources without opening up the whole tenant to unauthenticated sources. This is important because many shop floor employees do not have company issued mobile devices, but they do have a personal device that could be used for simple ticket submission. 

6
Contributor
7 months ago
Contributor
MBCContributor

Reporting of assets, software & relationshipsClosed

I was trying to create some reporting around assets and software and relationships between them and found that I wasn’t able to create any reporting to show the relationships between assets or between assets and software. Does anyone have any recommendations on how to do this? The only way I can see to view these is on a one-off basis. We’d like to have a view of our whole environment, and ideally it’d be great to have a report we can export to see what’s set up and how.

3
7 months ago
Apprentice
Grant EApprentice

Service Request Tags/KeywordsFuture Consideration

I would like the ability to add Keywords or Tags to Service Requests. Example; We have a Service Request for all Email related issues titled “Email Issues”, but when a requestor is using the search function on the landing page to find that request, if they use the word “Outlook” the search would not find the “Email Issues” service request. I would like to be able to add the Keywords Outlook, email, undeliverable, ect… to the keywords as that request was designed by our team to try and capture a variety of email related issues. Thank you. 

1
7 months ago
gulahmed_tribework
Apprentice
gulahmed_tribeworkApprentice

Feature Request – Adjustable Size Options for Freshdesk Support WidgetSubmitted

Dear Freshdesk Product TeamAfter several weeks of active usage we have noticed that the size of the standard support widget is still a recurring concern for our users. In its default configuration the widget appears very small which impacts readability and overall user experience especially on modern high resolution screens.We have come across several unofficial workarounds and custom CSS based “hacks” online that allow the widget to be displayed in a larger format. However these approaches are not officially supported and there are concerns that they may stop working in the future due to product updates or structural changes.Therefore we would like to formally submit a feature request to introduce a native configuration option that allows administrators to adjust the widget size directly within the widget configuration settings under the appearance section. Ideally this could include predefined size options or a flexible scaling setting to better match different website layouts and accessibility needs.Having an officially supported and stable way to control the widget dimensions would significantly improve usability, ensure long term maintainability and reduce dependency on unsupported customizations.Thank you very much for considering this request.

0
gulahmed_tribework
Apprentice
7 months ago
Skilled Expert
Cara

Status Page - Templates add PlaceholdersSubmitted

Have the ability to add placeholder text to Templates for Incidents and Maintenance Pages so that information can automatically be ported over from the tickets themselves, when a Status Page is created.

0
Skilled Expert
7 months ago
Skilled Expert
Cara

Associated Asset - Asset Data Source AutolinkSubmitted

It would be amazing, that if you added in a Data Source field to a ticket - that it automatically associated that asset to the ticket.  Maybe a ticket box where it asks would you like to link this as associated when anything is entered, when you create the field in a ticket.

0
Skilled Expert
7 months ago
Skilled Expert
Cara

Bundled Items - Log Under Requester not SystemSubmitted

I am unsure why, when requesters log an item as a bundled item - that it logs the bundled item under system instead of the requester. This means that auditing for that item is not possible. Does not get added to the person’s profile and any custom lookups fail for that item because it does not have a person associated with that item.  Unsure why this is even a thing. Surely it should be under the person who raised the ticket by default - unless specified. This makes it harder for the customer to track and follow up on tickets they have logged because it is not under their profile but instead under system. It also makes searching for that item near impossible because you cannot search on any of the fields. So unless the customer knows the ticket URL - then it is useless. It also means that the person processing the ticket does not know who to allocate the access to because there is no requester associated with it. So unless you add in a field asking for who it is for for every form (which can be cumbersome). This seems like it should be a standard feature that for some reason has been made very difficult to administer as even the workaround is not a great workaround either and is definitely not sustainable.

0
Skilled Expert
7 months ago
bram.veldhoen
Community Debut
bram.veldhoenCommunity Debut

Shopping Cart for Service CatalogFuture Consideration

We are looking for a Shopping Cart like functionality within the Freshservice Service Catalog. In our situation we have multiple Service Items configured as Bundles, but we need the ability for a user to request items across different bundles. Adding bundles is not an option, as all of these items need to be routed to different Agent Groups. This could be achieved with creating seperate tickets for all items, but this would create thousands of additional tickets in our instance, which is undesirable. In conclusion, we are looking for functionality that allows a user to check multiple Service Items in the Catalog and request them in one go, regardless of bundle or service category.

5
Skilled Expert
7 months ago
Daniel Barrett
Apprentice
Daniel BarrettApprentice

Tags - dropdown menuSubmitted

When assigning a tag, produce a dropdown list as well as the search input box

0
Daniel Barrett
Apprentice
7 months ago
Daniel Barrett
Apprentice
Daniel BarrettApprentice

Source Colours i.e. green for WhatsAppSubmitted

Add a colour to your source i.e. green for WhatsApp etc

0
Daniel Barrett
Apprentice
7 months ago
Apprentice
andreasa82Apprentice

Let a third part reply on a question easily through his own mailclient.Closed

I need so I can forward a mail to a third part (dropshipping/ distributor) and ask them when I don't have the answer on a question i get from my customer. Then when the third part answer, can I use theirs answer when I reply to a customer. Rhinosupport have a great solutions for this problem, but that's all they have. 1. It should be easy for the third part, only a fast reply to a mail. So he can answer fast, he don't have time to login to Freshdesk or other systems.2. Customer shouldn't see it.3. It should be possible to handle everything in the customers ticket so you don't lost the answer and get a new ticket opened when the third part reply. A great advertisement trick would be to incluude a link to Freshdesk, on this way ca you get a lot of free advertisement.

3
jubal76
7 months ago
JérômeM
Apprentice
JérômeMApprentice

Link asset with alertSubmitted

Have a function who is able to link an alerte or incident with a service or business service

0
JérômeM
Apprentice
7 months ago
Apprentice
kristian.mannApprentice

Create a 'benchmark' figure that can included in reportsDelivered

It would be good to be able to create reports with a manual benchmark figure.  For example, if your resolution SLA% is 97%, this could be added to a resolution SLA% report and would make it easy to see which agents/agent groups are under or overperforming.

3
Amrit Mishra
7 months ago
Skilled Expert
Cara

Side Panel Expansion or Pop Out Sections (Paragraph Text Fields)Submitted

The side panel is too small and cannot be re-adjusted. It would be very beneficial if you could expand it manually or resize it and pin or even in sections (such as body or description) if these fields were able to be popped out to a separate window so you can see it properly. This would mean when trying to format an email or write information in the notes section for tasks, you would be able to see the entire text instead of having to scroll up and down or copy and paste outside of the system to see it all and then paste it back in.This is very cumbersome and time-consuming. 

0
Skilled Expert
7 months ago
Apprentice
Mike KuklaApprentice

Establish a Program project type which can have projects linkedSubmitted

Today, you cannot related a project to another project, and a project type of program does not exist. It would be good if we could establish a program for large efforts which contain in reality multiple related projects. Tasks are not appropriate in this situation.

0
Apprentice
7 months ago
Vanderdecken
Top Contributor ⭐
VanderdeckenTop Contributor ⭐

NinjaOne: Error Fetching Organizations - Error when refreshsing a ticketSubmitted

Is anyone working with NinjaOne and Freshervice. I am having problems updating the ticket as I am getting the error box in the upper right corner in red that says “NinjaOne: error fetching organizations” - I ask with a ticket to NinjaOne but they referred me back to Freshservice.The basic problem is that is it not updating the status and priority of the ticket and I am not sure why except that it give that error message.I can get NinjaOne to create a ticket, it just seems to be unhappy updating the ticket.  

3
mrjohn-23
7 months ago
Apprentice
spencer.andersonApprentice

Software Import from .csvClosed

Hello!  I would like to request the ability to do a software import.  We currently have a solution in place outside of Freshservice that does an audit of our systems and dumps the results (computer name, program name, publisher, and program version number) to a .csv file.  We'd like the ability to upload the .csv file to Freshservice and have the software results associated with the corresponding computers.  I understand that the Freshservice Probe does this, but we would prefer to continue to use our in-house solution.  Thank you for your consideration!

1
binarymarvels
7 months ago
paulroberts89
Top Contributor ⭐
paulroberts89Top Contributor ⭐

Data Validation on Catalog FieldsClosed

Currently it isn’t possible to add data validation to Service Catalog fields. An example would be when asking for a charge code for an item, a standard format could be specified to ensure users provide all the required values. The current form question types are restrictive in that no validation rules are provided at all such as: Length Syntax Reg. Expression 

7
7 months ago
Skilled Expert
Cara

On-boarding & Off-Boarding & Journeys - Support PortalSubmitted

If you have the On-Boarding, Off-Boarding and Journeys’ Disabled in the Agent Portal, it should be disabled from being visible on the Support Portal:  This is just confusing for the customer and messy, if it is not being used it should be hidden. We have the tiles themselves not visible but you do not have the option to hide the above.

2
7 months ago
Contributor
marsha.jamesContributor

Skip closed ticket notification as part of dispacth'r / observer / supervisor rulesClosed

Whilst it is possible to skip new ticket email notifications as part of dispatch'r / observer and supervisor rules, you can't do the same and skip closed ticket email notifications for certain criteria. I would love to have a "Skip closed ticket notification" action in the rules so that customers don't get an confusing "closed" email after their issue has been resolved over the phone or away from FreshDesk, You can do it from the ticket list by clicking shift and close so don't see why you shouldn't be able to do it as part of a rule.

8
chipotlesmenu
7 months ago
Skilled Expert
Cara

Canned Responses - Include Placeholders for ChangeSubmitted

There are no placeholders available in the Canned Responses. We were after having them for the Maintenance Page as well as any Change Process but there does not appear to be any placeholders for the Change Module available. You should be able to filter what module you would like to search Placeholder fields on and then form the Canned Responses from that.

0
Skilled Expert
7 months ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Include custom fields in AnalyticsDelivered

When pulling reporting on specific tickets types, we sometimes want information that was entered into custom fields on the originating Service Request.  However, those fields are not available either in the metrics filter or as columns on the resulting report.This forces us to painstakingly open each ticket and manually pull that information into a report in stances where the manager asks something like “On our new hire requests, how many managers are indicating ‘yes’ for XYZ” where XYZ is a custom field we’ve built onto that request type.

11
joelengelhardtcrsrds
7 months ago
Apprentice
LouisefApprentice

Apply business hours to Hourly Trigger automationsSubmitted

I have searched the community and see this has been requested more than once but never seems to progress.It utterly ridiculous that you cannot apply business hours to Hourly Trigger Updates.For example, we have an internal process for GDPR deletion requests for data on our own system:Deletion request made Notify affected Wait 3 working days/72 hours Complete deletion and notify requesterAt step 3 we change the ticket status to one linked to the automation > automation returns ticket to open after 72 hours when it’s time to action step 4. However, the rule only works if the status is changed on a Monday or Tuesday otherwise the weekend means it moves back to open before its time to action, cluttering up the inbox. This is one example of many ways we would like to use hourly triggers but can’t because we don’t work 7 days a week.

0
Apprentice
7 months ago
MARCEL01
Apprentice
MARCEL01Apprentice

Week Start (Group By Week) feature needs to start on a MondayDelivered

Our internal reporting has our weeks starting on a Monday and ending on a Sunday.Freshdesk Analytics Group By Week feature breaks down metrics and trends where the week starts on a Sunday.I hope Product team can come up with a solution to meet our needs.

7
7 months 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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