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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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Frans De Wet
Apprentice
Frans De WetApprentice

Update Contract & Software License management and tracking.Closed

I would like to suggest that the following is considered for better Software Contract and License management: Short description: Allow (software) contracts to have a hierarchy with primary, secondary and tertiary contracts.In addition, allow the Installed function (an automatic feature) and the Users function (a manual feature) to both consume licenses from the Software License Count in the associated contract(s), including if in a hierarchy. Or create a dynamic association with the machine installed and the detected user? The manual assignment of Users to licenses are tedious and ineffective, causing this module to be fairly useless. (As a case in point: I have implemented Freshservice in 4 different companies that I have been IT Manager for in the last 8 years, and none of them could effectively implement and use the Software Tracking and Contract management modules, and opted for another solution...This does mean that in the Contracts Module will need to calculate the total of all licenses purchased or removed and report on it as such. We have used the "Relationship" feature, but again it is manual at best and extremely labor intensive and it does not maintain license numbers and cost.Example:Component Association to Main Contract:Tracking of Licenses and financial calculations currently only works with the first line entry of the contract. It does not calculate the individual additions/removals.  To illustrate, I will use an example we came across in our business (multiple times in different organizations).We have a number of licenses covering different components of a solution, each licensed  and tracked separately under a single license agreement (and in fact a single solution).Ideally the Contract should therefore look like this:It does make sense to have separate "Dependent" contracts related to the master (if the above does not work and if each component has different license agreements and/or purchase/renewal dates), as the software tracking will need to understand that the detected licenses for actual installs needs to be allocated to the "Dependent" contracts, but roll figures up to the "Master" contract. Especially if hierarchical software (incl budgets) is managed by different individuals. This should make your implementation of such a feature much easier. This could be true for a service agreement (MSP) with multiple services (with different SLA, agreements, implementation/renewal dates, etc) as well.Additionally, there is a glaring shortcoming to the software tracking and contract management modules. Currently your tracking solution (automated discovery) uniquely lists every detected piece of software with version and publisher information, which is great. The issue is that often the information in the detected software install is different as the version data changes over time. Example:WebStorm is installed on 5 desktops, one is listed as WebStorm 2023.2.1 and the others just as WebStorm. This duplicates (or even many times over) the entries for a particular piece of software. It is essential to know which versions are installed, but it would be great to be able to have a single master entry associated with the contract to accurately calculate consumption & usage and have the ability to associate other detected versions (possibly with a RegEx for automation) to this “Master”.In context of my suggestion:Master Software: JetBrains SolutionTotal License Count to be used for allocation and tracking: 28 (= sum of all of the below) WebStorm 2023.2.1 = 5 LicensesWebStorm = 15 LicensesDataGrip V1 = 3 LicensesDataGrip Vx = 5 Licenses This will greatly improve the efficiency and accuracy of software licenses/contract tracking and management and will, in fact, make the Software/Contract/License part of your solution truly professional. It will provide Freshservice customers with a single view of Software Contract Tracking, cost and actual utilization. Currently it is mediocre at best, sadly. It is almost easier to use a spreadsheet or another solution.

1
mford_gd
1 year ago
Apprentice
brendan.parkerApprentice

Option to send replies from agents mail client as a reply and not a public noteClosed

Currently, when you send a reply as an agent directly from your mail client (i.e. Outlook), it is added to the ticket as a Public Note. I temporarily worked around this by setting up an automation for ticket updates, but it results in the same message being sent as a note and reply. Workaround for others interested:Event: AgentAction: Send email to requester AS A reply in the existing email Hello {{ticket.contact.firstname}}, {{ticket.latest_public_comment}}Regards,{{helpdesk_name}} support team

0
Apprentice
1 year ago
Skilled Expert
chadholtonSkilled Expert

Is there a way to see when a ticket was last opened/viewed?Closed

Is there a way to add a field to a report that shows you the last time a ticket was opened/viewed but nothing on the ticket was changed or saved?   We have an aged ticket report and want to see if tickets are just being ignored or if someone has viewed but not taken any actions on the ticket

2
Kamakshi
1 year ago
Shaine Chance
Skilled Expert
Shaine ChanceSkilled Expert

Agent Userdefined fieldsClosed

Would like the ability to store data at the agent level. You have custom fields at Company and Contact - I would like the same for Agents

0
Shaine Chance
Skilled Expert
1 year ago
Top Contributor ⭐
RobCrossTop Contributor ⭐

Show SLA status on closed ticketsFuture Consideration

When a ticket is open, we can see this.When a ticket is solved, we see this. And when a ticket is closed, we see this.  This makes it impossible when reviewing tickets to see if we first response, and solved the ticket within SLA.  If I want to find this out, we have to export the ticket list to excel.It would be incredibly helpful to show both the first response and resolution status on the ticket, along with the due datetime, and the datetime that the first response and resolutions were completed  

0
Top Contributor ⭐
1 year ago
Skilled Expert
MDaviesSkilled Expert

Add 'Requester Group' attribute to global USER_INFO properties listFuture Consideration

Hi all,When tasked with, for example, customising the Support Portal for specific groups of users there are limits to how far you can go based on what is available natively in Freshservice.This often leads Administrators down the paths of coding and scripting, targeting the USER_INFO table when making conditional arguments based on what user is viewing the Support Portal.Sadly, ‘Requester Group’ is not available in this table:So you are out of luck if, in your circumstances, you wish to leverage Requester Groups for your customisations.So I propose adding that to the USER_INFO table.

1
SW-Scott
1 year ago
jdarocha
Apprentice
jdarochaApprentice

Allow the Skill field to be hidden or movedClosed

Hi all,We recently started using skill based automated ticket assignment for one of our support teams. This feature has added a new ticket field in the ticket properties section called “Skill”, which only appears if a Group associated with automated ticket assignment is selected.When a Group that has automated ticket assignment is selected in a ticket, in this case the “Assignment Testing” Group, then the “Skill” ticket field appears.When a Group that doesn’t have automated ticket assignment is selected, then the “Skill” ticket field doesn’t appear.Our support team managers prefer that agents don’t need to scroll through a bunch of ticket fields in the properties when handling tickets so that they can instead focus on answering questions and resolving tickets as efficiently as possible. Because of this, we are using an app in Freshdesk called Hide Fields which hides many unnecessary ticket fields from the ticket properties. The fields are still preserved for reporting but agents don’t need to scroll past all of them or fill them all out when resolving their tickets.Unfortunately, this new “Skill” field is not available to hide in the Hide Fields app. It is also not visible in the Ticket Fields page in Admin, so I’m unable to order it at the bottom of the ticket properties and out of the agents’ way.This causes a great annoyance, as the fields have all been shifted down due to the new “Skill” field being where it is and the agent’s muscle memory causes them to click it by accident or taking extra time to find the field they were actually looking to edit. It is also another field to have to scroll through, which our managers want to avoid.Please consider allowing the “Skill” field to be hidden through the app or its position to be edited in the ticket properties so that it is out of the agent’s way.

0
jdarocha
Apprentice
1 year ago
Johannes.CPL
Apprentice
Johannes.CPLApprentice

Adding additional parameters for advanced mail setting Create a new ticket when subject line changesFuture Consideration

Currently only the following parameters are taken into consideration when activating the advanced mail setting ‘Create a new ticket when subject line changes’:FWD:RE:FW:[EXTERNAL SENDER\]:EXTERNAL SENDER:EXTERNAL:\[URGENT\]:\[EXTERNAL\]:\(EXTERNAL\):\[EXTERNAL\]:EXT:\[EXT\]:RES:ENC: We kindly ask you to add AW at the earliest as we have a lot of German speaking clients and adding AW in front of the subject is creating a new ticket every time. It would be great if not only English parameters are supported.

0
Johannes.CPL
Apprentice
1 year ago
Contributor
jhoelzContributor

Enhance & Expand The Use of "State"Closed

We do like the way the State field works and displays as it gives us a quick visual of things that have happened to our tickets.My suggestion is that you take this field be taken farther and used for more than what it is right now.The color coding is nice as it lends itself to a quick visual. We would like to be able to customize the colors based on "State"More States need to be added. The most important one for us would be "Note Added". There is already a "Customer Responded" but internal notes are at least as important as a customer response because it means someone has acted on the ticket.Add the ability to sort and filter by StateMake the State clickable to display all tickets in the same stateI actually like the fact that this is a system field and is limited in its customization, I just think it could be much more useful.

9
Kamakshi
1 year ago
Skilled Expert
anthony castanoSkilled Expert

Mass Re-assignment of Knowledge Base Articles for Departed or Transferred AgentsFuture Consideration

In a dynamic work environment, it's common for agents to move between departments or leave the organization. This can create gaps in our knowledge base management, as articles owned by these agents may become outdated or unmanaged. To ensure continuity and maintain the quality of our knowledge base, I propose a system for the mass re-assignment of knowledge base articles when an agent is no longer onboarded or moves to another department.Proposal: Automated Detection: Implement a system to automatically detect when an agent leaves the organization or transfers to a different department. Trigger an alert to the knowledge management team upon detection. Re-assignment Workflow: Develop a workflow to re-assign the articles owned by the departing or transferring agent. Allow for bulk re-assignment to a designated team or individual responsible for the knowledge base. Notification System: Notify the new owner(s) of the re-assigned articles. Provide a summary of the articles and any pending updates or reviews needed. Audit and Review: Schedule regular audits to ensure the re-assigned articles are up-to-date and accurate. Implement a feedback loop for the new owners to report any issues or improvements. Benefits:Ensures continuity and accuracy of the knowledge base. Reduces the risk of outdated or unmanaged articles. Streamlines the transition process for knowledge management.

0
Skilled Expert
1 year ago
Skilled Expert
MDaviesSkilled Expert

Grant More Options To Configure Business Rules On Date & Time FieldsUnder Review

I’ve noticed, when configuring Business Rules, that the Conditional options available when the Field type is Date & Time are quite limited.The sole option appears to be ‘between’ with no options like ‘is empty’ or ‘is not empty’ being presented: 

3
1 year ago
Top Contributor ⭐
RobCrossTop Contributor ⭐

Improvements to the Ticket Side PanelFuture Consideration

When a ticket is open the side panel shows you a timeline of recent tickets raised by that user.It would be helpful if the system had a parameter that allows customers to specify if it lists tickets raised by the user or by the company.For instance person a from company 1234 might raise a ticket with us that agent Bob is working onIf person B, C and D from company 1234 also raise tickets for the same issue they are likely to be allocated to a different agent - if the agents working on tickets for person B, C and D could see that we already have a ticket from that company for this issue it would prevent duplication of effort.I understand that seeing the requesters timeline is useful for many organisations which is why i suggested having this as a parameter, rather than a change

0
Top Contributor ⭐
1 year ago
Top Contributor ⭐
RobCrossTop Contributor ⭐

Allow Customisation of the Feedback FormClosed

The feedback form is a great concept for replacing traditional contact us forms on websites, but the existing functionality doesn’t allow for customisation.It would be helpful if Fresh allowed for the feedback form to be customised in the same way that the widgets are.

0
Top Contributor ⭐
1 year ago
sano1234
Contributor
sano1234Contributor

La mejor herramienta para aprender matemáticas fácilmenteClosed

 Hoy en día, aprender matemáticas puede ser mucho más sencillo gracias a herramientas online como Calculadora Alicia. Esta plataforma está diseñada para ayudar a estudiantes de todas las edades a resolver operaciones básicas de una forma visual y educativa. No solo ofrece resultados rápidos, sino también una explicación paso a paso que facilita la comprensión.¿Qué es Calculadora Alicia?Calculadora Alicia es una calculadora en línea gratuita que permite realizar operaciones como sumas, restas, multiplicaciones y divisiones. A diferencia de otras calculadoras, muestra todo el procedimiento, ayudando a entender el proceso completo y no solo el resultado final.  

1
sano1234
Contributor
1 year ago
Apprentice
mwieseApprentice

Delete Field in Built-In Asset TypesFuture Consideration

Have to ability to delete fields within the pre-built asset types, such as Hardware Asset Type - There are about half fields I don’t need, but they are a couple that tie-in to other areas so I couldn’t just make my own.   There is just too much going on in the pre-built asset types

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

Closure or Business Rules to include 'Requested Item' and Approval resolution statusFuture Consideration

The Closure or Business Rules should include an optional condition requiring the following for ticket resolution or closure: Any pending approvals to be updated or cancelled The status of any Requested Items to be marked as (Delivered/Cancelled/Fulfilled/Partially fulfilled), rather than allowing the status to remain 'Requested’

1
Daniel Söderlund
1 year ago
Apprentice
LoganJBApprentice

Idea for New Feature: "Unlisted" Article Type in FreshServiceClosed

I have been trying to setup our Knowledge Base articles to be better organized, and the search for it brings up a lot of articles that are not well named and tagged. I was wondering if it would be possible to setup a visibility setting for articles similar to “unlisted” videos in Youtube, where the article would not come up in search results at all, but can be accessed to with a direct link.My main hope is to setup an article that links to sub-articles without causing all of the sub-articles to pop up in our search, making the main article harder to find right away in search.

0
Apprentice
1 year ago
Contributor
UlfroContributor

Personalized dashboardFuture Consideration

Our Agents want to crate their own filters and get a quick overview of them within their personal dashboard. It would be great if every Agent could personalize their own Dashboard and add Wigets just like what you can do with Team Dashboards. Some of our Agents have special tasks and for them it would also be great to be able to monitor specific filter. 

10
Contributor
1 year ago
andersreve
Top Contributor ⭐
andersreveTop Contributor ⭐

Always show open tickets in the top of the list in customer portalClosed

My customers would like to be able to have improved sorting in their customer support portal.One sorting option that would be really helpful is to filter ticket status the same way agents can - preferably the “Unresolved” option.This will allow customers to easily discover all their open tickets with us in a faster and easier way than using existing sorting options.

0
andersreve
Top Contributor ⭐
1 year ago
Contributor
lsommerContributor

Allow for fields on a submitted service requests to be updatedFuture Consideration

There are many cases where we would find it helpful to edit a field on a service request once it is submitted. As of now they are locked in, if something get submitted improperly it cant be changed and relying on people to check notes can lead to miscommunications. This would also allow for more dynamic processes, where a ticket is submitted, more fields are filled in by a first stage fulfiller, who moves it to the second fulfiller. 

4
Daniel Söderlund
1 year ago
Apprentice
Kevin AdamsApprentice

Freshdesk Customer Satisfaction Survey to AGENTSClosed

CSAT Surveys are never sent to AGENTS (https://support.freshdesk.com/support/solutions/articles/225424-why-the-customer-satisfaction-surveys-are-not-being-sent-).  We have several GROUPS in our Freshdesk where the AGENTS in one group are often the REQUESTORS of other groups.  This severely limits survey functionality since we won’t get CSAT Surveys to most of our REQUESTORS.  I propose that the scope of this restriction be configurable in the hands of tenant admins.  I’d like to see options like:No agents can receive survey links. (CURRENT DEFAULT) Agents outside the GROUP of the ticket can receive survey links. Agents in only these GROUPS can receive surveys (selection box to choose groups). All Agents will receive surveys.  Warning:  this means agents can fill surveys of their teammate possibly padding stats. 

0
Apprentice
1 year ago
JaySpeer
Contributor
JaySpeerContributor

Intelligent Workflow AuditingClosed

It would be great if when reviewing a workflow from a ticket/change/etc., if there was a intelligent pathway that highlighted the route the ticket took in the workflow and call out where in the workflow it failed, without having to go through the execution log.

0
JaySpeer
Contributor
1 year ago
Apprentice
Corey.GApprentice

Dynamically Change Service Item Price Based on Field SelectionFuture Consideration

It would be really nice if we could change the cost of a Service Item based on a selection made within the service request form.For example, when a person requests a license for Freshservice and they choose between the IT and Business license, the cost should update based on this selection. This will help when the ticket is sent out for approvals, the approver is making an informed decision.With this, the catalog should show an “Up to $__” cost to correctly inform the requester that there is a variable cost based on the selections made.

0
Apprentice
1 year ago
Contributor
UlfroContributor

Graphical progress view for users/customersClosed

It would be very beneficial if a user submitting a ticket can follow the ticket progress in a graphical view. This as a complement to the my tickets list in the portal.

0
Contributor
1 year ago
Skilled Expert
manovadesSkilled Expert

Requested Item Stage eventPlanned

Is there a way, I can track when the Service item change its stage to Fulfilled?I want to use this event as a trigger if possible.

7
Kamakshi
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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