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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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Captain_Rex
Apprentice
Captain_RexApprentice

Weighting for Auto-PrioritisationClosed

As we often get statement of works come in manually, its usually followed with the age-old “our project is more important than everyone else”. At the moment, we have no clear guidelines (other than Board meetings) as to what is the priority order. The idea here is to set scores against several categories, for example, Business Impact, Urgency/Time Sensitivity, User Base & Reach, Budget/Financial Cost, Risk, Delivery Date etc. Once these have a score (or weighting) in all categories, these are all added up to provide you with an overall Weighted Score. The higher the score, the more the priority. This should then automatically provide you a priority workload list which is not just based on the basic priority matrix, but is generated on true business impact. This workload list would not be static, but dynamic, so if a Project A, B & C are already in the list and Project 1 has been submitted and has a total weighted score that is higher than B & C, then they would automatically get bumped down the list and Project 1 would nestle in under Project A due to this prioritisation. Once you have this list, you are then able to provide a live “league table” or project list to whomever in the business to have a live view on what the department is working on, and what is next on the agenda.

0
Captain_Rex
Apprentice
1 year ago
Apprentice
s6huntApprentice

Add the Ability to Search for a CompanyClosed

There is currently no way to just search for the company when using the global search.While companies are present under the contacts filter, if there are many contacts for a company, they will prevent the company from appearing. I should not have to go into the contact expanded search, then scroll the contacts to find the company.I should not have to click on a contact from the company, then click on the company from the contact.I should be able to just search only for companies.There is plenty of room in the UI for company filter. Company could still be under contacts since people probably rely on that.Perhaps the request here is to give a higher weight ratio to company over contact.For example, say I have a company called “master imaging, llc”I search for “master” expecting the company to appear, but instead, i get all the contacts from master imaging, llc before i get the company. This would make sense if the contacts actually had master in their name, but they don’t (except for the owner, which is also why this doesn't make sense).I can demonstrate this to support if needed.I see there was a previous topic (5164) which was closed for voting on this but the workaround does not actually resolve the underlying need.  

0
Apprentice
1 year ago
Apprentice
zzb0fbApprentice

Enhancement: REmove automatic watcher assigmentClosed

Hi there,I realized that any time a customer raise a ticket from FAQ section I am set up as a watcher. I recommend to set up a parameter in the knowledge base where you can configure if you want to be set up as a watcher or not.RegardsManuel

1
Daniel Söderlund
1 year ago
Contributor
rebecca_15707Contributor

Ability to Clone tickets without creating a relationshipClosed

We could really use the ability to clone a ticket without creating a parent/child or tracker relationship. Most ticket solutions have this ability which allows you to carryover all of the information in the ticket to another ticket and then edit the portions you need to. I don't understand why this isn't available or am I just missing it? Again, I DO NOT want parent/child. 

9
kgoebel.numecent
1 year ago
Contributor
tgiaicheContributor

“Allow this contact to view all thys company’s tickets” as default portal behaviourClosed

In our use of the portal, we’ll allow every user an access to the tickets of his company (even if he didn’t create them himself). We work with client teams, with everyone having something to bring to the table: it’s important that they have acces to all tickets.In order to do so, there is a tick box in the contact details “Allow this contact to view all thys company’s tickets”. This is a painful process, to tick all this boxes. And when a new contact is created, it needs a manual action from ou part tohave an operational portal.So I suggest that there’s a dedicated setting in the Portal admin settings, that allow this behaviour to be the default one.

1
kgoebel.numecent
1 year ago
Apprentice
GrummelFabianApprentice

Automation to allow new contacts in a certain company to have access to all tickets inside the companyUnder Review

We have a nice feature to allow a contact to have access to its companys tickets.Thats good, however this has to manually set. We have companys who like to be transparent about the issues they send it and would like to automaticly see all the issues they send in.Therefore an automation would be nice to automatically allow contacts of a certain company to have access to all their tickets. An other interessting additon would be to allow them to have access only to tickets with a certain tag - this would be super nice to filter the tickets they can have access to. What are your thoughts?

2
kgoebel.numecent
1 year ago
Apprentice
tim.thacherApprentice

Status Page Widget should prioritize by criticalityFuture Consideration

I recently added the status page widget to our self service portal; I like the widget, but recently we had more than one issue - the first was a service degradation and the second a partial outage.  Unfortunately the service degradation issue kept showing up in the widget first where I would really like users to be directed to see the more critical error first.

0
Apprentice
1 year ago
Apprentice
jbeahanApprentice

In-App Notifications for Tickets I'm WatchingClosed

Add in-app notifications options to include options for Tickets I’m watching: New responses on Tickets I’m Watching Status updates on Tickets I’m Watching Private notes on Tickets I’m Watching Public notes on Tickets I’m Watching Currently these are only available by email and it would be nice to have it in-app as notifications options. 

1
mphanzo
1 year ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Ability to filter "Tickets I am Watching" view to only Unresolved ticketsFuture Consideration

We appreciate that there is a view to easily see “Tickets I am Watching.”  Unfortunately the only way to remove closed tickets from this ever-growing list is to remove yourself from being a watcher.Would love to have the ability to see only Unresolved tickets that I am watching.

1
Apprentice
1 year ago
Active Contributor
MaxJActive Contributor

Week numbers as labels in chart widget (analytics)Closed

In analytics, is it possible to use week numbers as the displayed unit on the x-axis of a chart widget instead of date?  Here is an example: i would like the x-axis labels to display the week numbers (46, 47, 48, 49) 

1
Shiva shankari R A
1 year ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Create solution article templatesFuture Consideration

Hi, I am reviving this idea as it has been implemented in FreshDesk but not in FreshService.I need article templates that can be applied to a new solution article so that our articles all look the same.Idea from: 

6
1 year ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Know when a requestor changesClosed

When a new ticket gets created, I have a task that runs to AutoCC pertinent people within the company regardless of who the ticket comes from - this works perfect. However, if the original ticket is created by a monitoring system and we simply change the requestor, that rule won’t fire (by design).The best way to address this issue would be with a Workflow to fire when the Requestor is Updated. I was surprised not to see that option in the workflow automator though. There is an option for when the Agent is Updated, but that won’t help me here.Workflow Automator - Agent is UpdatedCan we get an option for when the Requestor is updated?I did look at the JSON of the ticket structure as well. When a ticket is updated, there is nothing notating the original requestor of a ticket - so I can’t even say “If this requestor is different than the original requestor”, then fire this rule. I’m just out of luck and need an idea or some help with this one.

5
mbutler
Top Contributor ⭐
1 year ago
Skilled Expert
ggallawaySkilled Expert

Using Freddy AI in workflowsClosed

It would be really interesting to be able to utilize Freddy AI to create some interesting rules or workflows such as the following:Verify that the agent asked a question in their reply before allowing the ticket to be changed to “pending” or kick it back to “open”We often run into agents that place a ticket into pending, which triggers notifications to the requestor to respond but there are often times when there isn’t any direction on what the requestor needs to do. Essentially giving us a customizable version of the auto open rule that triggers if a requestor asks for something new in response to a ticket that is in the resolved status. (vs not reopening if they just say “thank you” etc)

0
Skilled Expert
1 year ago
Apprentice
niels.adelstenApprentice

Customisable searchFuture Consideration

Whenever I use the search function in Freshservice the result defaults to ‘All Results’ sorted by ‘Relevance’. On top of the list is the ‘Tickets’ section, which is what I prefer, most of the time.But I find it difficult to acknowledge that they are sorted by ‘relevance’. Almost everytime I click on ‘Tickets’ in the top row, then change the sort order from ‘Relevance’ to ‘Date modified’.For me, the search should default this way. Others may have other preferences.My suggestion is that you should be able to choose your default display of the search results.

4
1 year ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Supervisor Rules should be able to add a noteDelivered

I’d like to re-visit the supervisor rules. There have been several posts in the past for people asking for the same thing and trying various work-arounds, but none of them are great.From the Admin → Supervisor Rules, I should be able to add an internal note to a ticket - that seems like basic stuff, but the option simply isn’t there. Sure, I can add a tag, but it would be better to add a note and see the historical information directly in the ticket.Other people have suggested this in the past, but it seems that there is no movement on this - not sure why - seems like it should be an easy thing to add the options.Other posts requesting the same thing: 

23
Kamakshi
1 year ago
Apprentice
mf1997Apprentice

Allow business agents to use the agent availability widget.Future Consideration

Currently Business Agents do not have the ability to view the agent availability widget. Even if they are added to the Workspace Admin role they do not have access. This feature would allow workspaces that only have business agent roles to toggle availability for agents that might be out of office.

1
1 year ago
Skilled Expert
Cara

Approval - Prevent the Requester from being the ApproverClosed

The ability to do a check on the Approval field to prevent the person logging the Service Item listing themselves as the approver as well. Stops the person approving their own request.

5
Daniel Söderlund
1 year ago
Skilled Expert
Cara

Dashboard AuditingClosed

Changes of the Dashboard are not recorded in the Auditing. We have had a Dashboard deleted twice and we do not know who keeps doing it. Having the ability to know what has been changed or deleted in the Dashboard would be useful.

0
Skilled Expert
1 year ago
christian.mentor
Skilled Expert
christian.mentorSkilled Expert

Agents should also appear in Requester GroupsUnder Review

When scoping visibility to resources (specifically the Service Catalog), you run the risk of over-provisioning access to users when having to scope Requester Groups and Agent Groups separately. For example, if I want a request form visible to Engineers and some Engineers are Agents, I would have to include Agent groups that the Engineers are a member of that may include non-Engineers.  

2
Jessica Mell
1 year ago
Active Contributor
KennedysNicActive Contributor

Solution Articles - Automation Workflow Support and Templates and Field ManagerFuture Consideration

Hi,I think it would be great to have automation fields/triggers/placeholders for solution articles. In my use case, I wanted to setup an automation workflow that when a solution is new and published it will send an email to X people notifying them that a new solution has been created and this is the  {{solution fields.solution url}}.With that, solution article template and field manager so we can create custom fields and templates. Custom fields can then be used in automation as well.

0
Active Contributor
1 year ago
Skilled Expert
Cara

Task - EditClosed

The ability to add tasks for Service Items to record certain information. ATM each task is the same and any field is in all tasks. It would be nice if you could add a task to a Service Item and record certain information in it to be completed by those teams. e.g. if the task was forwarded to Service Centre when they were creating an account and they need to add in the person’s email address they created and their loginID when they create the account, you should be able to add just these fields to the task associated to that Service Item so they can be recorded for auditing purposes and are able to be searched on for auditing purposes.

0
Skilled Expert
1 year ago
tayyab
Apprentice
tayyabApprentice

Multiple Agent Reply TemplatesClosed

When you have multiple emails configured on the same Freshdesk portal, different agents may want to make use of different agent reply templates, instead of just one global template. This could greatly improve the speed for solving tickets.This feature has been suggested in the forums for some 12 years atp.

0
tayyab
Apprentice
1 year ago
tayyab
Apprentice
tayyabApprentice

Can't use the /c command for Canned Responses in WhatsApp & Facebook Reply FormsClosed

When we're trying to use the "/c" command for Canned Responses for tickets that come through WhatsApp and Facebook, the canned responses don't show up. PFA a screenshot of the said issue.Please note this issue is not present in Email, Phone, Portal and Widget reply forms. 

0
tayyab
Apprentice
1 year ago
Riven
Apprentice
RivenApprentice

Request Speech to Text FeatureClosed

I would like dictate by voice for replies, notes and resolutions via the website.   This seems like a easy request.  

0
Riven
Apprentice
1 year ago
Waypoint
Apprentice
WaypointApprentice

Import prices into productsClosed

Hello,It would be grate to be able to import products with their prices. If you have a big product catalogue it’s impossible to update it and especially if the prices changes all the time. Thanks,Omiros 

0
Waypoint
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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