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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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Contributor
jwagnerContributor

Contact and Subject Columns in Ticket Views should not be fixedSubmitted

Hi,It would be great if the ‘Contact’ and ‘Subject’ columns in Views were not fixed, so we could choose whether to display, remove, or reorder them according to our needs. 

0
Contributor
1 year ago
Teun
Apprentice
TeunApprentice

Template management (admin) - Functionality not intuitiveClosed

Hi there!We are a logistics company that encounter a lot of the same issues. Therefore we use a lot of templates in these standard situations.As we grow, learn more about FreshDesk and with situational changes, we need to adjust the excisting templates. This is quite a task at the moment.Below I will state some problems and suggestions.Search option for templates As it is now, you have to go through the alfabatical list of templates to find your template. And when you change your template and save it, you jump back to the start. This could be solved by having a search function. After saving, FD jumps back to beginning As stated in my previous point, after applying changes you jump back to the start on page 1. Now you will have to remember the page and email you where working on. It would be helpfull if you would remain on the current page so you can continue. Sorting function A function where you can sort the templates. Assuming point 1 and 2 are options, you could search your templates, sort them by ‘last edited - Asc./dec.’ and work through them in order fast and efficiently. Function to open Template in a new tab At the moment when you try to open a Template in a new tab you get ‘an error’.“He who is wandering is not always lost”, if Im correct. Being able to open multiple Templates in new tabs allows me to go through them one by one and ensure I have not overlooked one. In some cases I need to change 10 to 20 templates due to multiple, minor, variations (receiver of email, different option, different carriers, etc.) Also, copy/pasting changes in each one will become much easier. If you for instance want to change multiple fields, you cannot copy/past it all at once. With this option you would be able to copy/past one field, and go through all 10 tabs. Next field, repeat.These changes can make a real difference. To adjust 10 emails can take me an hour or more, with these, hopefully easy to program, options I would be able to do it within minutes.The main task is not making the actual changes, but triple checking yourself if you have not overlooked any minor detail. We work with an automation where closed tickets re-open when they are replied to. When mistakes are made with a template it can mean an automation is not applied and the email does not re-open. Missing important responses from our customers and partners alike.Thank you in advance for reading my comments and I look forward to hear from you.

1
Jeremy PLE
1 year ago
Contributor
clayton.dellContributor

Editing NotesClosed

I've noticed that the "remove formatting" option is only available when editing a note, but should be available when creating a new one as well.Likewise, I've noticed that attaching a file is possible when creating a new note, but it should available when editing a note as well. Sometimes people add the wrong file and need to be able to change it.

2
ralphraffa0
1 year ago
Skilled Expert
Cara

Requester / Agent - Activity LogFuture Consideration

It would be beneficial to have an activity log on a person’s record (Agent and Requester) to see what was changed when. It would also be beneficial to know when a person’s account was created, deactivated, reactivated… what access / permissions were added and removed, what agent group they were added and removed from, who they are listed as a manager for, etc. This makes user management a little easier and with the ability to search on these features would make the tool more user friendly.

3
Skilled Expert
1 year ago
Skilled Expert
Cara

Agents - What Groups Assigned to Visible via Ticket ListSubmitted

When you select groups to assign a ticket to, it shows you who are in that group. You should be able to do the other way around. If you know what agent to send a ticket to but need to send to a particular team, but you are not sure which one and only know the agents name - you should be able to select Agent at the top of the ticket list assign to window and then have the arrow to expand out what groups that Agent is in. Occasionally, we get tickets from Requesters, asking to send a ticket to a particular person. Normal practise for us is to send it to the group and that group assigns it to the agent. This is to prevent tickets from being assigned to agents that are away or working in a different role or capacity. Therefore, having the ability to do the same as you do with groups (see below), would be beneficial to help determine the right group to assign a ticket to.  

0
Skilled Expert
1 year ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Allow FreshService to Generate Resolution Notes on Ticket ClosingUnder Review

We just purchased Freddy AI a couple of months ago. One of the great features of Freddy is the ability to generate Resolution Notes in a ticket; however, there is nothing in the Workflow Automator to support this. I should be able to create an event when a ticket is updated, and the status is Resolved or Closing - I should be able to generate those resolution notes at that point, so every ticket has a resolution.

9
Joshua.Lawrence
1 year ago
Contributor
OnboardingTrainingSpecialistContributor

Schedule Quarterly repoportsClosed

It would be beneficial to have the option to choose which months we would like to run them automatically through the Report scheduler. Currently, the only options are Monthly (every month), weekly, or daily. We have several reports we have to run quarterly and this would be a great efficiency not to have to run these manually each quarter. 

1
ianhaws198
1 year ago
mfedele
Skilled Expert
mfedeleSkilled Expert

Radio Button in Service Request FormsFuture Consideration

Dear Freshservice Admins and Users, It should be great to have Radio Buttons available in the Service Request Forms The Checkbox function allows you to tick YES or NO option at the same time.I love Dropdowns Lists but sometimes, it is more convenient for end-users and faster to just select a Radio button instead of selecting a dropdown value. 🍰 : Cherry on the cake : When selecting one value of radio button, please enable Dynamic Sections for values. Add Other Value as Google and other Editors already provide. See below an example on Google Forms  Thanks for voting if you think it could be helpful for your orgs / companies RegardsMathieu

4
mfedele
Skilled Expert
1 year ago
Moutrie
Apprentice
MoutrieApprentice

Ability to attach multiple PIR to Major Incident TicketsClosed

Would it be possible to attach/link multiple Post Incident Reports (PIR) to a Major Incident (MI) ticket?  We generate 2 different reports for our major incidents, one is internal that can be quite technical and we also create an external that is more user friendly. Once completed they are reviewed and approved. Having the ability to generate, link and receive approvals for our 2 different reports would help us. Thank you,Scott

0
Moutrie
Apprentice
1 year ago
Contributor
Åsa TjernqvistContributor

Predefined colors in charts (dashboards and analytics)Under Review

I have for example two charts on the same dashboard or a report in the analyze module, and the same attribute that is grouped by for example status. I want to be able to predefine that the same status will have the same color in the two diagrams. For example a configuration table that I predefine that status = Open always will be in a particular color. If I have not predefined a specific color, the application can choose an own color but not some of the colors that I already have used for other status.Today this status can have two different colors for two diagrams and this is not user friendly. 

4
Medic1334
1 year ago
Apprentice
234y09h423yApprentice

Move reply window on top of conversationUnder Review

We’ve changed the way the conversation flows, so instead of the latest reply being at the bottom of a ticket, the latest reply is on top.This presents an annoyance, where the reply window is at the absolute bottom of the ticket; when you reply to the last received message you often cannot see the message while typing the reply.Simply put, the suggestion is: Add a setting to let us to change the reply/comment window alignment to top or bottom of conversation.

0
Apprentice
1 year ago
Apprentice
234y09h423yApprentice

Pin notes on topUnder Review

Well met,I searched for an idea to enable pinning of notes under the description field, but was only able to find it for Freshdesk, not Freshservice - which we’re using.Simply put, what I want is:The ability to post or edit a private/public note and pin it under the description field of a ticket.Motivation: Be able to quickly see important/vital information about what’s going on in the ticket.

1
1 year ago
Skilled Expert
Cara

Agent Groups - Owner, Manager, Escalation Contacts, Assign Shared MailboxClosed

Having the ability to add more to an Agent Group so that details can be recorded against the Agent Group:Who is the queue owner, whether this is a person or a role Who is the queue manager, who assigns tickets and manages their teams tickets and processes What is their Shared Mailbox (if a ticket comes in instead of going to individual agents you should be able to select that it only goes to a Shared Mailbox and have this able to be entered in manually) - Agent Group - Shared Mailbox Assignment | Freshworks Community What is the contact number / preferred method of contact for escalations

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Agent Group - Export / VisibilityClosed

When you look at the Agent / Admin Role Groups, you can see who is in each and how many people are in each group from the list view. However, this is not the case for Agent Groups. Can this be a bit clearer and also have a way to export each individual Agent Groups’ Members and Observers into a list view. This would make administration of the groups much easier. Would also be beneficial for agents to be able to see a view only version of the lists so that they can determine which is the correct team without having to go back to the ticket list and view the agents in each group via the assign groups list.

0
Skilled Expert
1 year ago
Apprentice
lrichardsonApprentice

Status Page - Linked Alerts / Services for downtimeFuture Consideration

One of the main features of any IT status page is to monitor up/downtime of services automatically (IT SLA’s etc).We have linked a number of alerts to Services in our FS instance but the only way to update the Status Page is by either;Posting to Status Page via an Incident Promoting an Incident to a Major Incident A Status Page components should be able to be updated via alert linked service’s for historical downtime / uptime.

1
1 year ago
Daniel Söderlund
Top Contributor ⭐
Daniel SöderlundTop Contributor ⭐

Setting for Requester-friendly multi-workspace email supportClosed

Hello everyone The idea to is to have option to disable scenario 3 Requester-friendly multi-workspace email support : Freshservice I have several customer that have more then one departement in the same workspace. Like HR and payment and users e-mail both. Before it created 2 tickets now just one. Customer that have robots/system that sends out e-mail to several groups and some are in the same workspace.  

3
Medic1334
1 year ago
Top Contributor ⭐
RobCrossTop Contributor ⭐

Standard Signature for All Agents/AutomationsUnder Review

It would be really helpful if you added the ability for us to specify a standard email signature that applies to all agents.It would let the sys admin specify the exact company branding and disclaimer, plus add any seasonal signatures in a single click.Currently we have to remind all agents to make the changes

9
julia.a
1 year ago
Skilled Expert
Cara

Tickets / Tasks - SuspendClosed

There should be a date field when a ticket is selected status Pending. So that when a ticket is suspended and it reaches that date, then the ticket automatically sets itself to Open. I would also suggest that in the Admin section that a Business Hours auto unsuspend date is able to be selected e.g. if your agency or company has a policy to follow up after 3 days then you should be able to set it to do this for every ticket set to Pending to automatically unsuspend after that time-period, unless a specific date is set after Pending is selected. That way if someone is away till a certain date, you can set it to unsuspend on the day after their return to follow up. I would also suggest a reason for Pending e.g. Pending Customer Response, External Action Required, Change in Progress, Major Incident Resolution, etc. That way it is clear why the ticket was set to Pending and can be reported on.

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Solutions - Stakeholder UpdateClosed

The ability to alert the Stakeholders within a Service when an article is updated for a service they maintain. Services - Stakeholders, Agent Groups | Freshworks Community

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Services - Stakeholders, Agent GroupsClosed

The ability to have a multi-select dropdown to add All Users or a Shared Mailbox for who are the Stakeholders for a Service.  We would also like to have a Multi-select dropdown to select which Agent Groups are part of the Support teams for that Service and in what hierarchy they are in for the technical support of the service.Support Model - Imbed | Freshworks Community - this would be part of this process if it is implemented.

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Solutions - ServicesClosed

At present the only way to link a Service to a Solution article to a Service is to add it as a URL. This does not link that KB to the Service or vice versa. You can also not search for articles with that Service attached to it. Can this be available on the right hand panel to be able to link to? Or have this right panel also be able to be edit so we can attach other fields and be able to search on these fields for Solutions. This would make searching and Auditing easier. Having this as an option in the Asset menu on the left hand side as a separate option like you do with Relationships so you can see what articles need to be updated or archived if a service is decommissioned or updated. 

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Task List - RefreshClosed

In the Task List you are told that there has been an update and a refresh button appears to tell you that you are not looking at the latest version of the ticket list.  In the Task List this does not occur. You have to either click on a task or refresh the whole page but there is no prompt to tell you that something has changed. Can this be update to reflect the same as the Ticket list.

0
Skilled Expert
1 year ago
ASHill
Contributor
ASHillContributor

Allow Multiple Canned Responses to be selected at one timeClosed

We would love the ability to multi-select canned responses when added a note or a reply instead of individually. This would assist with signatures applying to the appropriate area of the reply in addition to the response.

0
ASHill
Contributor
1 year ago
claytonsaid
Top Contributor ⭐
claytonsaidTop Contributor ⭐

Varying references to Incident ticket type across FreshserviceFuture Consideration

This is possibly due to the evolving nature of Freshservice, but Incidents are referred to in varying ways: Ticket in the Agent PortalReport an issue in the Support Portal Incident in the Agent Portal whilst working on the ticket.This is confusing for requesters and to a larger extent, our agents. Some alignment would be welcome.  At the very least - and this should not involve major changes to the platform because it only entails replacing an icon image - the ‘Ticket’ option in the agent portal should be replaced with ‘Incident’. 

8
Trevor Cooper
1 year ago
KrisC
Skilled Expert
KrisCSkilled Expert

Consumable asset assignmentFuture Consideration

Hello, The consumable asset type is a great feature, we utilize this asset type for periphals that we do not need to track individual assets like mice, keyboards, monitors etc. The one thing this is lacking is being able to assign these to users, Currently each consumable record is only assignable to one user regardless of the quantity set.  While we do not need the full asset management features for consumables it would really help out during offboarding to see what extra devices where sent to the user.  The record should capture basic info about the product, like name, Vendor, price, quantity, model, manufacture.  Ideally it should work similar to software where we can assign multiple users to one consumable record and this should show under the assets tab in the requestors profile. 

5
Tabitha
1 year 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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