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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
NandhiniBApprentice

How to Auto populate a field , that refers to a data source using script in freshserviceClosed

I want to auto populate current user name in a field which refers to users data source . Can we use scripting or configuration ?

0
Apprentice
1 year ago
Apprentice
Vicki RothApprentice

Allow the shortcut to use a Canned response in Freddy SummaryClosed

In order to include ticket property detail information as part of the Freddy Summary section, I had to create a canned response to pull the data from the ticket details. This was a decent work around for the situation I needed it for however, when adding the canned response, the shortcut option of /c is not allowed in the Freddy AI summary portion. The only way to add the canned response was to click on the canned response icon and select the response from the drop down list. This is not as efficient as the shortcut.   Here are my requests:Allow the short cut option for canned responses to be used in the Freddy IA Summary portion Allow data to be added to the summary from Ticket details just like what is available in canner responses.

0
Apprentice
1 year ago
Skilled Expert
Cara

Solution Article - Temporary AccessClosed

It would be beneficial if you could give individuals temporary access to a particular article or folder (rather than just giving just a group access), much like you do in SharePoint where you can grant people access to a file in a SharePoint location but not to the whole folder. That way you can still keep the relevant permissions to the folder and the access expires eventually so that the administration of those articles is easier and you do not have to worry about moving articles out of a secure location just for a person to temporarily access it. Or add them into your group where they could get more access than intended or even have to export the Solution and print as PDF then send it. 

0
Skilled Expert
1 year ago
Apprentice
jcanigurApprentice

gantt chart Export featureUnder Review

Many other similar tools have some kind of export to PDF or Excel functionality. not everybody would use the tool and Export would facilitate internal Project update meetings.  

2
1 year ago
ammon.nelson
Skilled Expert
ammon.nelsonSkilled Expert

Ability to switch which account Teams integration is linked to.Closed

With a multi-tenant account, currently Teams integration for service bot is only available on the main tenant account. I cannot use it on my tenant. Most of the work I do in Freshservice is on the tenant I manage, not the parent tenant. I would like to be able to integrate Teams and the service bot with the tenant I manage.

2
1 year ago
Skilled Expert
Cara

Agents - Filter ColumnsClosed

Can we please have the option to add and remove columns for Global → Agents e.g. it would be nice to see what groups they are from a glance in the Agents view or what roles they have. This would make it easier if you can see on glance what access each agent has.

0
Skilled Expert
1 year ago
Apprentice
JosipAtRollaApprentice

Add option to remove "Customer Responded" flagClosed

It would be nice to have an option to remove “Customer Responded” flag from certain tickets. Current workaround of sending a message or leaving a public note (which logged in customers can see) just to clear the flag is not something that suits my needs. I want to have an option just to remove the flag, without any other additional steps.

1
Altus
1 year ago
Apprentice
olieApprentice

Ability To Clear 'Customer Responded' Flag Without RespondingClosed

I am re opening an original thread as the first request was 5 years ago and Freshdesk have 4 months ago asked us to be patient while they impliment something......5 years and 4 months In my eyes is plenty of enough time to sort some background coding.Please can Freshdesk provide a clear update to when this will be sorted as I am running of patients after 5 and half years of waiting......

7
Altus
1 year ago
Contributor
whirschContributor

Ability To Clear 'Customer Responded' Flag Without RespondingClosed

While I appreciate the 'customer responded' flag, there are times that the customer's reply is the last one for a bit.  For example, "I've sent this to my dev team and their investigating" and then the customer replies, "thanks."  Now, to know that we don't have to respond to this, we have to reply with another short email - it could go on for a while.

60
Altus
1 year ago
EricRoeland
Skilled Expert
EricRoelandSkilled Expert

Real time translation ticketsClosed

I see that there are a lot of translation add-ins for Freshdesk. Is it possible to make these available for Freshservice? We work in a multi-lingual environment and it would be great if the actual ticket content can be translated on the spot.

1
Croy
1 year ago
DGraves
Apprentice
DGravesApprentice

Merge FreshDesk ReportsClosed

Our Support Team introduced a Chat Team semi-recently, and we have been utilizing FreshDesk Reports to track our metrics. We’ve created separate reports for Chat and Tickets, and would like to merge these reports together to keep all of our Support Metrics in one place. We are unable to merge created FreskDesk reports together to create a full Support Team dashboard. I would love to see the ability to combine or merge FreshDesk reports, to minimize manual work when introducing new product metrics to track. 

0
DGraves
Apprentice
1 year ago
jdarocha
Apprentice
jdarochaApprentice

Ability to Trigger Webhooks in Hourly Trigger AutomationsFuture Consideration

Please add the ability to trigger webhooks in hourly trigger automations. This is a basic action that’s possible in both ticket creation and ticket update automations, therefore it should be possible in hourly trigger automations as well. For context, our sales team wants to send satisfaction surveys to our high value customers once per month rather then once for every ticket, as most of these customers make several tickets per week. To do this, we are relying on a contact field that indicates whether or not the customer has been sent a survey that month. In Freshdesk there is unfortunately no way to give an hourly trigger automation a ‘trigger webhook’ action. We luckily have access to Freshsales as well, where time-based workflows with webhooks are possible, so we were able to use this as a workaround (after making a different webhook that sent Freshdesk Contact IDs into the contact’s field in Freshsales). However, it would’ve been much easier if the functionality were already possible through Freshdesk, and many users do not have access to Freshsales and wouldn’t be able to set something like this up.

0
jdarocha
Apprentice
1 year ago
Frans De Wet
Apprentice
Frans De WetApprentice

Freshservice Asset Types & FieldsFuture Consideration

I think we can all agree that the management of custom fields in Freshservice is pretty basic and not very well thought through. This has caused much pain and suffering with Asset management.Use Case:We need to keep track of Assets classified as Information Assets for our Cybersecurity Framework to use in reporting, operational workflows and a number of other functions. These assets are potentially of any types: Hardware, Software, Applications, Services, etc. All of these types and categories already exists of course.The logical approach would be to have a field that can be applied to all assets at root level, as any asset could have this classification. Ideally one would expect the Custom Field to indicate that classification should be applied at the top of the Asset hierarchy, so that one can filter on that field first, but of course the Default Fields cannot be edited. I understand why (however, it would have been nice to have a limited number of fixed custom fields one could use at this level for such a purpose) and now one is forced to apply this classification on one of the lower tiers of the Asset Hierarchy.Considering this is needed on many Asset Types (this is a universal indicator: is the Asset Classified as an Information Asset?), it incurs duplicate custom fields all over the place. Furthermore, the query engine cannot filter on custom fields on Tiers and Assets at the Root level (these are not available unless the lower Tier(s) is selected first). Also true for the workflow automator query capabilities, unless you write Readers & Parsers (even then, it remains a nightmare as assets change over time).Things gets more complicated if one considers that we have a large number of Information Asset related custom fields that needs to be added to all assets classified as Information Assets and this must now be done at 2nd Tier level at minimum to trickle down the hierarchy, causing even more duplicate custom fields.What we’ve tried:Adding the required custom fields to each Root level Tier: Works, but one has to write queries on every Root Tier used, including new Root Tiers to get the full view of impacted Assets. This only works in the interactive Inventory filter. Trying to achieve this in automators, analytics queries & automated data exports (which seems to be another nightmare of note) is just impossible. Of course, remember that every Root Tier now has to have duplicate custom fields as well… Creating a new Root Tier called Information Assets and adding all the the types there and simply populating these as lists. Works perfectly, but you end up with a (not) glorified spreadsheet. Not to mention you lose all associations & links, relationships, ownership and automatic changes to the other tracked assets (consider having to duplicate an entry and maintaining changes for every asset that happens to be an Information Asset?)Proposed Solutions:Allow custom fields in Default Fields (even if limited to 10-15 custom fields). Create a secondary Default Fields section for use as root level custom field table reference.I love Freshservice, but sadly, it stays stuck in the “can almost do it perfectly” stage, leaving one to return to good old Excel.I have another bugbear I will write about in a different post, which I have seen maaaany complaints and comments about: The inconsistency of custom field functionality across the product. The ticket module is close to perfect, yet none of the field capabilities/functions are available in the other modules... 

1
jcmorais
1 year ago
Captain_Rex
Apprentice
Captain_RexApprentice

Asset Column on Tickets ListClosed

When viewing a full list of tickets (whether all or for a specific assignment group) it would be handy to see what asset has been assigned to a ticket. Currently I see now option to add a column for Associated Asset Would assist with ticket triage and trend analysis. Also potentially a future Freddy AI to suggest an asset replacement if constantly reported on.

0
Captain_Rex
Apprentice
1 year ago
Skilled Expert
Cara

Add New Requester - Ability to DisableClosed

We use Active Directory to import our employees into the system and do not want ANYONE to create new requesters themselves. We do not want this enabled and would like to know how we can disable this feature and if this possible?

0
Skilled Expert
1 year ago
Skilled Expert
Cara

URL Storage for Placeholder UsageFuture Consideration

It would be really beneficial if there was somewhere to store URLS in Freshservice so that when it is added to a form, solution or the like and the URL changed, it would only need to be updated in one place which would then update all of the above locations. So that when we were adding the link to a form or solution we would be using a placeholder instead of an actual URL that referenced somewhere else in the system. That way it is easier to update information in the system instead of hoping you have updated everything when something changes.

2
Skilled Expert
1 year ago
Apprentice
kbatesApprentice

FreshService - Contract Custom URL Field should support IP addresses in the URLClosed

Currently, it looks like that the Custom URL field in a Contract only supports URLs with FQDN hostnames, and doesn’t accept URLs with IP addresses.  This field should allow IP addresses instead of a FQDN, as its still a valid URL.Example (“Management URL” is our Custom Field in the Contract): In this case, we put a URL at the Contract level so the IT staff can easily get to the management console of the software provided by the Contract (this saves the user a click to get to the default “Management URL” field in the Software Object).  In addition, the default “Management URL” field in the Software Object also does not like IP addresses:Please allow IP addresses to be used in the URL fields.

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

Convert a Resolution into a Knowledge Base Solution ArticleFuture Consideration

Many a time, our agents need to create a Knowledge Base Solution Article based on the Resolution of a ticket (incident or service request).  I understand that ticket Resolutions do not contribute to the search results of the Support Portal.  It would be helpful to have an option to convert a ticket Resolution into a KB article whilst creating a link between the two, reducing the double-handling required by the agents.  I believe this would also help in error message / ticket / solution correlation, including the Freddy AI side of things. 

0
claytonsaid
Top Contributor ⭐
1 year ago
mm_TCR
Apprentice
mm_TCRApprentice

Measuring Agent Productivity by Considering Idle TimeClosed

I have downloaded the export of daily ticket activities, which has been helpful to see agent productivity. However, it doesn’t tell the whole story, since idle time could be explained by an empty queue (i.e., no tickets in “Open” status). It would be great if there was something in Analytics that would automatically ping a certain queue/view for unassigned tickets and compare this against agent activity. For example, we have a goal of monitoring the queue for unassigned tickets every 20 minutes. Analytics could run a check to see if any unassigned tickets were created > 20 minutes ago AND if there was no agent activity during that time. It could show as a productivity violation in a chart or, it would even be ideal to set up an email notification for this. I’m hoping this would solve the problem of agents spending too much time on breaks when we’re drowning in tickets. 

0
mm_TCR
Apprentice
1 year ago
claytonsaid
Top Contributor ⭐
claytonsaidTop Contributor ⭐

Include tickets "Shared with me" in general portal search resultsFuture Consideration

Tickets shared with me do not appear in the agent or support portal search results (unless the ticket is assigned to one of my agent groups).  Freshworks support have confirmed that this is the case. The only way to access a shared ticket is either via a direct link or on the “Shared with Me” ticket list views (requester on Support portal or agent on Agent portal).  In many instances, this creates the illusion that a ticket is not accessible by the agent/requester. I suggest that these are included in the general search results. 

0
claytonsaid
Top Contributor ⭐
1 year ago
Apprentice
sultanaliApprentice

E-commerce Delivery System Proposal: Reducing Order Returns with Smart NotificationsClosed

The Challenge: The Last-Mile ProblemIn the fast-paced world of e-commerce, the final stage of delivery—known as the "last mile"—is the most critical and often the most problematic. A significant number of orders are returned or delayed because the courier arrives at the customer's doorstep when the customer is not available. This creates a cascade of issues: Increased operational costs: Companies spend more on re-delivery attempts and reverse logistics. Wasted resources: Fuel, time, and labor are lost on failed delivery attempts. Poor customer experience: Frustrated customers are less likely to make repeat purchases. The Solution: Real-Time Shipper Notification SystemThis project proposes a new feature for an e-commerce delivery application that directly addresses this issue. By implementing a real-time notification system, we can alert the shipper the moment the courier rider arrives at their specified address, ensuring the shipper is ready to receive the package.Key Features and Functionality Precise Geolocation Tracking: The app will use the courier rider's device GPS to accurately pinpoint their location as they approach the delivery address. This information will be used to trigger the notification. Automated Notifications: The moment the courier's GPS location matches the delivery address, an automated push notification will be sent to the shipper's mobile device. The notification will include a clear message, such as "Your courier has arrived!" Two-Way Communication: The system will allow for a quick, two-way communication channel. The shipper can instantly confirm their presence with a single tap, while the courier can indicate that they are waiting. This reduces ambiguity and miscommunication. Proof of Arrival: For accountability, the system can log the exact time of arrival and the time the shipper received and acknowledged the notification. This data can be used to resolve disputes and track performance. Benefits of the System Significant Reduction in Order Returns: By ensuring the shipper is available, the system will dramatically lower the rate of failed first-attempt deliveries. Improved Operational Efficiency: Couriers can complete more deliveries per day, and businesses can reduce costs associated with re-delivery and reverse logistics. Enhanced Customer Satisfaction: A smooth and reliable delivery process builds trust and loyalty, encouraging repeat business. Data-Driven Insights: The system will generate valuable data on delivery performance, allowing businesses to identify and address bottlenecks in their last-mile operations.

0
Apprentice
1 year ago
Contributor
Rastory728Contributor

Automation-Scheduler-Agent Group ManagerClosed

The Agent Group Manager should have ability to build preventative maintenance tickets/tasks (Scheduler-Automation-Productivity). These tasks should have flexibility to be weekly, biweekly, monthly, semiannually, and annually. These tasks should be able to be assigned to specific Agent Group members in that group.

0
Contributor
1 year ago
richard_wills
Contributor
richard_willsContributor

Sorting of Status column by status sequenceClosed

When viewing a large list of tickets, it would be useful to sort the tickets by ‘Stage’ based on the stage order I set on the ticket fields, rather than just alphabetically. The sorting order could be something that is configured on the field editor. For example, at the moment, closed tickets are sorted nearer the top before any pending status. Since “Open” is the first status type, I cannot put this first in an alphabetical list view (the field value ‘open’ cannot be renamed either).It would be nice if the defined sort order was an option for viewing the list view of tickets:Thank you,Richard

0
richard_wills
Contributor
1 year ago
Skilled Expert
Cara

Email Template - Insert Header or Footer to each Template (Same for All)Future Consideration

It would be nice if you create a default template that each email template uses. That way you can have the specified header and footer as the original base to any email templates for your workspace and then any of the relevant details for each template is what is edited in each template itself. That way, you only ever have to edit one templates header and footer or default fields if anything changes, rather than go into each individual email template and update the formatting.

1
richard_wills
Contributor
1 year ago
Apprentice
HarryRobertsWHGApprentice

Mobile access to problemsClosed

The ability to view and manage “Problems” from the mobile application  

0
Apprentice
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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