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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
fideliseApprentice

Request for Freshdesk: a filter 'Last answered or updated by agent' in AnalyticsFuture Consideration

In Freshdesk analytics, I would like to be able to filter on tickets that were last updated or answered by an agent. I want to make a list of tickets that were last answered or updated by an agent - excluding those last answered by a customer - in a specific time period.  This is not possible yet: Analytics: only tickets that were last answered by agent, not customer | Freshworks Community   

0
Apprentice
1 year ago
liamjordanmartin
Apprentice
liamjordanmartinApprentice

Sprints across multiple projectsClosed

We are a reasonably small but very busy team working across multiple projects simultaneously.  We can use cross-project task views to view tasks across projects - which is good - but we want to be able to bring tasks from multiple projects into our 2-week sprints.  Currently we’re having to manage one very large project and put everything in that one project in order to do this.

1
1 year ago
Skilled Expert
Cara

Change - Multi-Select Data Search Agent GroupClosed

We need the ability to add a Multi-Select Data Search for Agent Groups. This will allow agents to select multiple teams to alert when they log a change request. As multiple teams may need to be aware or be involved in the change.

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Agent / Admin Roles - Solutions More OptionsFuture Consideration

You should be able to grant access more granularly for Solutions. That certain agent groups are only allowed to create or edit or delete articles. They should not have to have access to other modules in order to be able to create or edit articles.  We need to have this locked down in order to prevent people from deleting articles. There also needs to be an archive option. We need articles for auditing purposes and most people should not be able to delete articles. We have had to come up with a workaround for this in order to fix this and make it so no one can delete articles. We have made a pre-archive folder that people can put articles in and then a hidden archive folder that only our knowledge officer has access to. Articles also seem to only be catered to ‘it is a problem’ (incident) rather than also asking questions e.g. Type is either Permanent or Temporary (which does not explain that this is to advise that this article is a fix or a workaround, this also needs to have a blank option). This needs to be able to be edited so further fields can be added or removed based on the agencies needs of what fields need to be captured. OR have templates based on what type or article it is e.g. Access | Permissions, How to | Functional, Error | Incident, Add | Move | Change…Need to be able to link articles to each other, link a Service, etc. and have these fields as required when creating articles.  There also needs to be more status types as well, not just Draft and Published. As not all articles are for customers. Some just need to be for agents and are not drafts. There needs to be a Work in Progress, Approved, Pending Review and Obsolete options as well. These Status should only be able to be edited by certain role types too. That way you can only give access to be able to change these if you have a certain role.  You should also be able to mark and article as needing review so you can add comments to say what needs to be changed and the Knowledge Officer can filter on this status so they can monitor and update articles to ensure they are always up-to-date. We have over 10K articles and it needs to be clearer what needs to be updated. 

0
Skilled Expert
1 year ago
Active Contributor
MorourkeActive Contributor

Business Hours MeticsPlanned

I can see there are multiple questions raised on this, such as this, but can see no ideas that align unfortunately.When displaying any Business Hours metric and displaying Auto, the days calculation completely disregards the length of a business day per the Business Hours settings and instead counts 24 hours as a day - thus inferring false information and the only workaround is to display in secs/mins/hours only and introducing terrible UX. This issue only gets compounded if it tracks as far as a week as this = 168 hours. Where as if a business day was set to 8 hours and 5 working days it would be 40 hours and in turn 168 hours should return 4w 0d 8h This is an issue in both FS and FD in all areas these metrics can be chosen including, dashboard (in FS), analytics and automations

8
Amrit Mishra
1 year ago
selma.alicic
Apprentice
selma.alicicApprentice

Adding reactions option to Ticket NotesFuture Consideration

It would be very usefull to have an option to react to a note created by a team member as an acknowledgement that the note is seen. It should contain basic reaction options similair to JIRA software.  

1
1 year ago
infralynny
Apprentice
infralynnyApprentice

Whitelist IPs needs more optionsClosed

Hi - posting here from a ticket we created.  We turned on whitelisting of IPs for HIPAA compliance to limit access for agents to our VPN only.  We found this broke integration with Slack and Freshdesk.  The solution was to add a listing of IPs for Freshdesk and that solved it.  My suggestions:There is no documentation that I’ve found, especially in the HIPAA compliance documentation, that talks about this.  It would be helpful to have this available for people to use. Either all Freshdesk IPs are included by default (probably not a good idea), or there is a separate checkbox under whitelisting to allow for Freshdesk/Freshworks initiated services to also have access in addition to the whitelisted IPs.  This takes the burden off the user to make sure that this list is maintained and removes the burden from support to have to keep replying to these kinds of requests.  Perhaps this can also be granular by app integration. Add some sort of a description to the whitelist IP range so that we have a history of why these particular IPs were added to the whitelist so that we don’t have to maintain separate documentation for why this was done.Thanks!​​​​​​​Jon

2
claytonsaid
1 year ago
bobbapopcorn
Contributor
bobbapopcornContributor

Making the SLA time less than 15 minutesClosed

I need a shorter SLA time (5-10 mins). Thanks.

2
bobbapopcorn
Contributor
1 year ago
Skilled Expert
Cara

Agent Group - Shared Mailbox AssignmentClosed

Ability to assign a Shared Mailbox to an Agent Group so that when the queue is assigned a ticket, it gets emailed or could get any escalation emails.

7
Skilled Expert
1 year ago
Apprentice
dkinseyApprentice

Stop agent alerts on old tickets that are closedFuture Consideration

We all have users that insist on keeping an old email to reply to in order to open a new ticket.  We can create rules to stop a ticket from opening, but for whatever reason, there is still an alert sent to the agent that closed the ticket that there is a new reply.  I would love to be able to turn that notification off on tickets over a certain age.  It is a waste of the agents’ time to get that notification, especially since it takes them to an old, closed ticket.

4
paulroberts89
1 year ago
Skilled Expert
SnuffleRoeSkilled Expert

Change text in approval mail in WorkflowClosed

Right now in FreshService on the Growth subscription, you can automatically send an approval in a WorkFlow. There is just no way to change the body of the mail.I find myself in the situation where for a ‘new application’ request, multiple people need tot approve this, but each approver only need to approve on a certain part in the decision making. So I would like to be able to include in the body of the approval mail what they need to approve. But now, FreshService just sends a basic template for approval.I would like to see an option to change the body of the approval mail in the action panel.

1
kpatterson
1 year ago
Mindaugas
Apprentice
MindaugasApprentice

Feature request – add dynamic "today" option for date conditions in time trigger automationsClosed

Hi team,I’m working with time triggered automation where I need to send a reminder to the agent if a custom date field in a ticket matches the current date (i.e., today).Unfortunately, I’ve found that the condition dropdown only allows selecting static calendar dates, and does not support dynamic values like “today,” “tomorrow,” or “X days from now.” This is a bit surprising, as using a “today” condition feels like a very common automation need especially when working with due dates, scheduled tasks, or expiration triggers.My use case:If the custom field “Closing day” is set to today, a notification should be sent automatically to the agent to deactivate the associated product.It would be extremely helpful if Freshdesk could support dynamic date conditions like: is today is X days before/after today is not in the past N days I believe many users would benefit from this feature. Please consider this for future updates, or let me know if there’s a known workaround without resorting to third-party tools.

3
Daniel Söderlund
1 year ago
Captain_Rex
Apprentice
Captain_RexApprentice

Estimated Effort for ResolutionClosed

Currently we have a backlog (ssshhh.. its not that bad)… the problem we have is, we have no idea of the amount of hours worth of resource time it is to get rid of the backlog, just the quantity. E.g. 100 tickets could mean 100 minutes work, or 1000000 minutes. Two very different approaches to clear!End goal here is to fully understand the full workstack by how much time it would take to clear.  Idea is two fold:Manual - Have an estimated effort field for tickets, so that once triaged, this can be completed and therefore you have a rough idea of how long is required to complete that task. Freddy AI - for the more mature deployments… utilising Freddy (or similar AI functionality) to be able to scan the ticket on entry and best determine the approx effort for completion using previous ticket data and/or knowledge articles. Once all tickets in a queue (using either option) have been updated in the same way, you should also now be able to report on this field, showing a Total Resource Effort of all live tickets in the queue. Would also be handy to be able to split it per agent/assignee. Future look on this would be that you could also see the trends of efficiencies of these tickets when implementing new processes or solutions for that particular workflow/subject, making feedback or ROI slightly easier with statistics. 

0
Captain_Rex
Apprentice
1 year ago
Apprentice
Scott HMCApprentice

Ticket List - Sort ascending / descending order "assigned to"Future Consideration

In Tickets > List It would be great to have the ability to sort ascending / descending order on the Assigned To This appears to be one of the only fields this feature is not available on. Would help when running through the list with a big team to group all assignees together   

2
1 year ago
Apprentice
smendoncaApprentice

change request awarenessFuture Consideration

The current version of the Freshservice Changes module does not include email integration (like Incidents).  Other Agents may be notified of a change by adding them to CAB approval, but that can create challenges in balancing approval majorities.  A useful feature would be a way to tag Agents (or even any email address) to be notified of a change once it is in the approval pending status.  This notification could be configured to include relevant sections of the change record in the email body.  This would save time in crafting a separate message to notify stakeholders of the change who are not required for CAB approval.

0
Apprentice
1 year ago
Apprentice
thing1Apprentice

add alert creation API endpointClosed

The v2 API documentation includes endpoints for viewing/deleting/resolving alerts, but not creating them.

0
Apprentice
1 year ago
Apprentice
kpk999

Automatically Link Corresponding JIRA ticket when creating new Freshdesk ticketClosed

When using Atlassian JIRA Plus plugin, it would be great if the linked JIRA issue in the Freshdesk ticket can be automatically set after the corresponding JIRA ticket is set.  Currently we can have an automation that creates a JIRA ticket but then the agent needs to manually link the JIRA ticket to the Freshdesk ticket. 

1
1 year ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Add trashed status to assetsFuture Consideration

I have a script that does the below:Get list of services from assets For each asset, get the relationships that the asset has On each device that has a relationship to that service, update the value of selected fields from the service into the assetUnfortunately this script is hitting errors because some devices have been moved to the trash as they are no longer used.  In looking at the API reference documentation (and in talking to support), there is no field when querying a specific asset to see that the asset is actually in the trash.  There in an ability to search/get a list of items in the trash, but we are currently at 1800 items (and likely to grow) in there and growing so trying not to burn an additional 18+ API credits to build an array on every run where I could, if the field existed, simply use an if clause to skip the asset if the trashed field was true (For example). 

0
Medic1334
Top Contributor ⭐
1 year ago
mmccoy
Skilled Expert
mmccoySkilled Expert

Additional Automation ConditionsUnder Review

Please consider adding additional tickets workflow selections to be used in automation… IEAdd Ticket  (Able To Input Category, Subject, Requester Etc.)   Add Child Ticket - (Add a child ticket to the ticket that triggered the automation and have option to copy over, requester, category etc. from parent ticket.  This should be an option else enter any required categories and details to generate child ticket.   Close Ticket (Able To Input Required Fields To Close)   Add Time   Create And Associate Change   Create And Associate Problem  

5
Daniel Söderlund
1 year ago
zach.schmidt
Skilled Expert
zach.schmidtSkilled Expert

Version History for SolutionsDelivered

It would be great to be able to see versions of the articles to track changes and who made the adjustments. This is critical to auditing. A great start would be just simply to have an activities log of who updated it since creation, then next iteration could be to actually show previous versions of the article.Other products on the market have this such as ServiceNow and Confluence

16
Kamakshi
1 year ago
Apprentice
TSCSamApprentice

Group Sync to ITAM CMDBClosed

Within the Software asset management space of Fresh we believe a great and needed feature would be to be able to sync software “users” based off Azure or AD groups. Currently you have to manually assign software to a user in Fresh, when its already done so via AD or Azure by way of group assignment. User requests software → approved → Fresh automation assigns application group/license group, ticket resolves.However, if we wish to track usage in the CMDB we would need to manually assign the software to the user. It would be a ma-hooosive improvement to allow us to sync a group to a software in Fresh and when users are added or removed, they are also added or removed from the asset in Fresh. 

0
Apprentice
1 year ago
Skilled Expert
Cara

Support Model - ImbedClosed

The ability to embed a support model in Freshservice. That way it can be assigned against a Service or Application and when a team name is updated in the system it would automatically update this name or flag that it needs to be updated if the group is removed from the system.  Would also mean that you could escalate to that team according to what part of the system was down or needing attention. Can add them as part of the relationship according to what aspect of the Service they maintain.

1
Skilled Expert
1 year ago
mmccoy
Skilled Expert
mmccoySkilled Expert

Additional Dashboard WidgetsFuture Consideration

Add support for dashboard widgets for projects and alerts! Alerts - Scorecard total open alertsAlerts - Scorecard total closed alerts Projects - Scorecard total openProjects - Scorecard total closed Additionally allow more the 20 scorecards and support for widescreens.

0
mmccoy
Skilled Expert
1 year ago
Top Contributor ⭐
RobCrossTop Contributor ⭐

Survey Interactive filtersClosed

I want to create a report for our account managers so they can see the support position for their patch. I can create this easily for ticket data by having an interactive filter on the Company Account Manager field.I want to do the same for survey data.But the survey interactive filters only allow me to bring in data from Tickets, Ticket Theme and Canned Response Tables. Please add the company look up to survey data.

0
Top Contributor ⭐
1 year ago
Apprentice
ThHApprentice

Link Solutions/Documents to AssetsFuture Consideration

Hello FreshService Dev-Team, We are currently in the process of building our assets database in FreshService. It is necessary for us to store documentations for certain assets (e.g. servers). Unfortunately, there is currently no way to link any documents in an asset in FreshService.  Therefore, I would suggest that you implement a way to link existing solution articles in assets. Alternatively you could implement a new category in the Assets section called “Documents” where one can store documentations and link them to other assets. I would be very happy if you would consider my suggestion. Thank you very much. Kind regards ThH

1
frevdd
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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