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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

Back to top of the list
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Project name in browser tab titleSubmitted

Many of the pages we pull up in the Helpdesk actually show something useful in the browser tab title, but the Projects do not. This leads to issues with copy/pasting project links because they all show up as a generic title (in our case, “AHC Service Desk” instead of “<project name>”). Seems like low-hanging fruit for a competent dev team. Please fix this, thanks!   

0
mbackwater42
Top Contributor ⭐
11 months ago
ASHill
Contributor
ASHillContributor

Display System Banners to Admins or Account Admins OnlySubmitted

When a product launches new information/updates, such as, “Switch to the new Freshservice UI for a cleaner, more delightful experience”, it would be nice that this only displays to the system admins instead of all agents. Our organization must test for accessibility on all UI functions per state-law, and displaying banners to all agents before we ourselves are notified is less than ideal. 

1
11 months ago
Jacob.Andersson
Apprentice
Jacob.AnderssonApprentice

Possiblity to control unsubscribe link from proactive outreach emailClosed

Hi,I have some customers that are not happy that it is not possible to control the unsubscribe link in the email outreach functionAt least possible to translate to local language Some outreach email is critical and it should not possible to unsubribe.   

1
11 months ago
Apprentice
luukApprentice

Remove unsubscribe function from proactive outreach emailsClosed

Hi there, When I was testing with proactive outreach, I included a test email address in the csv to verify what the customers get delivered. I was surprised to see the line under my sent email.Click to unsubscribe from these emails Is it possible to deactivate the inclusion of this line myself? Looking forward hearing from you. 

2
11 months ago
Skilled Expert
Cara

Scheduled Workflow Automator - Move Asset TypesSubmitted

Asset type is not an available action in the Workflow Automator. Therefore, cannot schedule a workflow to update the asset type based off of certain criteria. For example, move all Servers that have been imported as Computer to the Server Asset Type.  Could Asset Type be made available as an action to be able to move assets from one to another automatically.

3
Daniel Söderlund
11 months ago
Skilled Expert
Cara

Assets - Add Distribution List, Shared Mailbox, Security Group and Generic AccountsSubmitted

It would be nice if there were assets for Distribution Lists, Shared Mailboxes, Generic Accounts and Security groups (all in their own container) that could be used as a Data Source in their on respective containers that could be imported from both On-Prem AD and Azure.  That way, customers can select the specific account they require without the risk of misspelling or having to try and contact the customer because the name is incorrect or doesn’t exist. For us this would need to be from different instances of Azure and on-prem AD as we have multiple agencies we look after, all in their own instance of Azure and one on-prem / hybrid environment.

7
Skilled Expert
11 months ago
Skilled Expert
Cara

Status Page - Subscribe to MI / I am affectedSubmitted

You should be able to subscribe to just that Major Incident on the Status Page and not the Service itself. You should be able to then advise whether you would like updates any time the Major Incident is updated or just be advised when it has been resolved. There should also be a button to select that I am affected by this major incident as well / be able to create and link a child ticket to the major incident. This would help with reporting as to how many people were affected and also be good customer service.

4
Skilled Expert
11 months ago
vijay_2am
Skilled Expert
vijay_2amSkilled Expert

Needs Attention Flag - Customer Responded FlagUnder Review

I believe this flag what we call in ITSM world is “Needs Attention”, is set when the ticket assigned to you is updated by anybody other than you. That means it will show up in your ticket dashboard as highlighted. And as soon you as an assignee make any changes to this ticket, this flag should be reset to null. And this is how it should work. If it isn’t, it has to be made available. Cheers

38
stikalalaa
11 months ago
volcanicdove
Skilled Expert
volcanicdoveSkilled Expert

Require Service Item Fulfillment Prior to Ticket ClosureFuture Consideration

Hello, Currently there is no native functionality to require that a Service Item included on a ticket be set to the “Fulfilled” status prior to closing the ticket. Having this available would be helpful for ensuring Agents are properly performing asset fulfillment, and without this feature it is difficult to accurately track inventory. Ideally, it should work similarly to how you can mandate a particular field be filled out prior to changing a property on a ticket using Business Rules. Thanks

8
wicky5566
11 months ago
anafs
Apprentice
anafsApprentice

Chrome extension when working with automations in FreshserviceClosed

BonjourWe at Synerity made a chrome extension that makes it a lot easier to work with Workflow Automations in Freshservice. When creating automations for workflows in Freshservice, it can be annoying to keep adding “/edit” to the URL every time you want to alter or create an automation. This app does that for you. Additionally, this app makes it easier to create web requests by increasing the size of the input field for the payload body when doing PUT, PATCH or POST requests. Increases the size of the email body field. Link to the app:https://chrome.google.com/webstore/detail/freshservice-automation-t/hgbnbhlmljjnchfcpihajfjkfeelaeol?hl=svLink to a short youtube video:https://youtu.be/7tIUBKOXAIw

2
Daniel Söderlund
11 months ago
Apprentice
Harry_sidraApprentice

Break a notification loopFuture Consideration

We received a request via email. It was turned into a ticket in our Freshdesk account. An auto New Ticket Notification email was sent back to the requester. But the requester email address is also linked to a ticket system similar to Freshdesk. They also sent back a new Ticket Notification to us. The notification email subject included the new ticket number in their system. A notification loop happened in this case. Hundreds of tickets were created. We have to disable the auto New Ticket Notification temporarily to break the loop.Could you please make the auto New Ticket Notification function not to send notification email to the same requester email address within a few minutes or an hour for example?

8
Ctitchen
11 months ago
Apprentice
sergibadaAES3DApprentice

Data collected from Canned Forms updates Ticket Fields automaticallySubmitted

Configure Canned Forms so that the data collected from customer is automatically written in the desired ticket fields.

0
Apprentice
11 months ago
Apprentice
sergibadaAES3DApprentice

New State for Private NotesSubmitted

suggest the implementation of what, from our point of view, would be a helpful and visual way to inform about tickets in which a private note has been added. The idea is to add an additional state for such cases. Similar to New, Overdue, Customer responded, etc. we suggest the label for New info. This would refer to tickets whose last message is a private note. Otherwise, this status remains not visible at a first glance in the Freshdesk board. Below there is an example of what we suggest: Last status is a private note: Ticket shows a New info status: Please evaluate our request and consider its implementation, if it aligns with your workflow.

0
Apprentice
11 months ago
Apprentice
ChiliApprentice

Feedback for the software catalogSubmitted

I have a little feedback for the software catalog.Firstly, the description field is a little too small. It would be great if this could be adjusted in size. We display our entire portfolio. If a longer text is inserted or changed for some software, the small field for the description is disadvantageous.Secondly, it would be great if the items could be sorted manually and did not always have to be sorted alphabetically.

2
Jassica
11 months ago
Skilled Expert
MDaviesSkilled Expert

Introduce a versioning system within the Workflow Automator ModuleUnder Review

I think it would be a good idea to introduce a Versioning system within the Workflow Automator Module.This would enable Administrators to perform a rapid rollback to a previous version of individual Workflows which are experiencing issues.The metadata is already there in order to achieve this as, if you look at Activities within historical tickets and find a Workflow entry that has since been updated and click it, it brings you to the old Archived Workflow version (but you can’t do anything with it): 

3
raja.pavankumar
11 months ago
Skilled Expert
Cara

SCCM Probe Import - Asset Type Mapping based off of criteriaSubmitted

SCCM only has so many containers and therefore servers are stored under computer. This means that when we integrate SCCM with Freshservice it imports all the servers as computers. Which then has to be manually updated.  I attempted to create a scheduled asset workflow to move them automatically to asset type server, but that is also not an option in the Workflow Automator (this has already been logged as a separate feature suggestion - Scheduled Workflow Automator - Move Asset Types | Freshworks Community). Is it possible to add to the integration, different types of assets map those fields to the different asset types.

0
Skilled Expert
11 months ago
Skilled Expert
Cara

Workflow - Manual Trigger OR Filtered Search with Update Field FeatureSubmitted

As Intune does not have Organisation as a field and we have it for each asset (as we have multiple organisations that we work with), we have had to build a workflow that says if the domain is this, then change the organisation to this.  Problem is the trigger is if it is created or updated, until then it does not update. We should be able to run it against all existing assets as well. Instead of having to export to a CSV, manually add the data in - then import back into Freshservice. This is a slow process that could be made vastly faster. Either that or you should be able to (in the inventory search) be able to say the same thing above, update any assets that have this field to this field. If you could do a search on specific fields even then select the assets from the filtered search and say to update a specific field based on the search filters results.

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

Scenario automations for AssetsSubmitted

When working with assets, there are frequent field changes we make when adding, deploying and recovering computers.  Although we have work instructions and checklists for agents to follow, steps frequently get missed resulting in a need for periodic review and cleanup.I would love to see Scenario Automations extended to the Asset space so we can build automations of the set of needed changes for the agents to run.

0
kpatterson
Top Contributor ⭐
11 months ago
Apprentice
mark_12348Apprentice

Creating printable "job" sheetsClosed

Hi AllA lot of our work involves sending engineers out to site to complete support requests. We would like to be able to automatically create and print off a job/time sheet with a description of the issue and with blank fields (start/finish time, description of work done and customer signature) for the attending engineer to fill in by hand and to keep as proof of work done for billing purposes. This seems to me to be a fairly basic requirement of any service desk software but upon enquiring with support I received fairly uncertain responses. Previous software I have used has offered this plus a mobile app for people to sign using the touchscreen, is there anyway to achieve this using freshdesk whether directly or with an add-on? Hoping I'm just missing something obvious here?

2
11 months ago
Skilled Expert
Cara

Software - Merge / CombineSubmitted

You should be able to merge software. If a manually created software was created and then a Discovery Probe or Integration App was installed to pull the software that it enables you to either merge the records or asks if they are duplicates and give you the option to merge it. Also, in this instance - we have multiple agencies that each have their own instance of M365 so multiple different intune connections. Each have the same software so it is failing to install (by the looks of it) because there is also software with that name. It does not just add the count or asset or user to the product in Freshservice already. We should be able to mark them as the different domains it has synced from but that it is still the same software and then be able to record the the license count in each domain.  OR give each software a unique name when it is imported from a different domain. OR have subcategories, so that it is all under one but then you can filter for each domain.

0
Skilled Expert
11 months ago
Skilled Expert
Cara

Inventory - Merge Records / Duplicate DiscoverySubmitted

You should be able to merge Inventory / Assets if there are duplicate records. That way information is not lost and then you can choose which fields to keep on both records and / or which is the primary to merge from and to. There should also be a page that alerts you that there are potential duplicates that have similar records (e.g. the same serial number or asset tag), that way records are kept up-to-date and only one record is every discovered and updated when there is any sort of Discovery Probe or Asset Integration installed. You should then be able to mark it as not a duplicate or merge it from this location. It should also scan and update the records in all the sub-categories not just import or move them all to computer or mobile. This is silly and could cause duplicate records on its own.

0
Skilled Expert
11 months ago
Skilled Expert
Cara

Vendors / Products - Asset MenuSubmitted

You should be able to select Vendor or Products from the left hand asset menu option instead of having to go to admin in order to find it.  This would make administration just that bit easier and also allow for teams who need to keep this updated and simple way of getting to the option. It doesn’t make sense that Contracts and Purchase Orders are there but Vendors and Products isn’t.  

0
Skilled Expert
11 months ago
Apprentice
Evan-GApprentice

Conditional Logic In JourneysSubmitted

During the onboarding process, Specifically the initiator form. It would be nice to have conditional logic included. For example, if a manager is filling out the form, and they select their department, another drop down could be shown to select the employee's role within the department.  We have a lot of use cases where conditional logic is used within the tickets but there is no option to use this in the Journeys forms. 

0
Apprentice
11 months ago
Skilled Expert
Cara

Tags - Workflows / Tag ListSubmitted

In order to add a Tag to a ticket or Task, it has to already exist in the system. So you need to either add it into a solution article or ticket and worry either one being deleted and then messing up the workflow. You should be able to manually add a tag to the tag list and reference this also. That way there is no risk of accidental deletion and it should also record against it where the tag is being used. So if someone does try and remove it, it alerts them as to what it would cause issues to.

0
Skilled Expert
11 months ago
Apprentice
brandon.hogeApprentice

Solution Articles - Additional sort/filter optionsUnder Review

I am requesting an enhancement to Solution Article management.Add additional columns to the Solution article view:Created Date Last Modified Date Ideally, the Solution Article view should have a filter button that allows you to filter in the same manner as the ticket, problem, change, etc. views.Thank you

3
mford_gd
11 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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