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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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dehaege
Apprentice
dehaegeApprentice

Project Management Recent Activities PageClosed

In all the project management platforms we’ve used over the years there’s always a recent activities page.  This is an easy way to see what projects are being worked on and who’s doing the work.  Is there any roadmap item for providing something like this in the project management module?

0
dehaege
Apprentice
1 year ago
Apprentice
NickM.Apprentice

Freshservice canned responses + actions and possibility to change textFuture Consideration

Hi everyone,I'm helping a customer who's looking to migrate from Zendesk to Freshservice. They're keen on moving because other teams already use Freshservice, making a unified platform appealing.In Zendesk, they currently use "canned responses" that trigger automated actions (like assigning tickets or routing them to other teams) simultaneously (other actions are possible aswell). Freshservice's scenario automations seem like a possible solution, but they're running into an issue: when a scenario sends an email, it’s sent immediately without allowing the agent to edit placeholders or including the existing conversation history. It looks like a combination of scenario automation and canned responses + execute actions like those in Zendesk’s canned responses – all in one go – might be the ideal solution.Best regards,Nick

0
Apprentice
1 year ago
mebtak
Apprentice
mebtakApprentice

Create Custom Tabs or sections under Planning on Change FormClosed

Would like the ability to create custom sections under planning that can be tailored with custom fields. Such as being able to create dynamic fields, drops downs etc. Also, to be able to organize in custom tabs would be even better. Needing to have the same ability to create custom fields like dynamic fields or drops downs. This would allow the change form to be more organized and user friendly. 

0
mebtak
Apprentice
1 year ago
Contributor
LewisNixContributor

Jira Atlassian - control/restrict the list of projects appearing in the drop-down on new creationClosed

In the Jira Atlassian app - Freshservice cannot control/restrict the list of projects appearing in the drop-down on new creation so even archived projects appear. Archived projects should not appear in the Project option for new creations. Per Freshservice, unfortunately, this is an enhancement on the Freshservice end.

0
Contributor
1 year ago
Rowland Rowan
Apprentice
Rowland RowanApprentice

Ticket Fields on FreshdeskClosed

I've noticed that on the Enterprise plan, ticket fields created as Dropdown are the only option that is visible under TicketsOther options like Single-line text should be allowed too

0
Rowland Rowan
Apprentice
1 year ago
Karel_Vlček
Top Contributor ⭐
Karel_VlčekTop Contributor ⭐

Multiple Assing Team OnlyClosed

Hi!it would be nice and time saver, if it will be possible to assign multiple tickets to a team only instead of member (only). Thanks :)

0
Karel_Vlček
Top Contributor ⭐
1 year ago
Skilled Expert
maghedSkilled Expert

Location parent reportingClosed

Make it possible to report on parent location.If we today select a parent location in a report filter the report doesn’t pick up data from the children locations hence making the parent/child structure almost useless. There is another note on this in the question section of this community as well from another user. Thought I would move it here to be able to vote on it. 

1
JaySpeer
Contributor
1 year ago
JaySpeer
Contributor
JaySpeerContributor

Custom Field - Email AddressFuture Consideration

There are many use cases where in the employee onboarding or in various service items, organizations partner with consultants, contractors, etc. It would be great if there was a custom field type for Email Address that validates if the input is in a valid email format. Use case here would be to utilize Workflow Automator to email the email address entered with information (onboarding, access requests, etc.) when an internal employee is placing the request for a third party partner.

0
JaySpeer
Contributor
1 year ago
Apprentice
Moffatt PowellApprentice

CSAT Survey Option - only accept one CSAT response per ticketFuture Consideration

Currently, FreshDesk’s CSAT surveys will allow for multiple responses to the survey from the requester.  What we’d like to see is an option to only allow one response, as we feel this will give us truer analytics on how well we’re serving our customer base and will prevent multiple negative/positive reviews for the same ticket.

0
Apprentice
1 year ago
Skilled Expert
jennifer.dyerSkilled Expert

Project tasks import - predecessor and successorClosed

Is there a way to import tasks and subtasks including the predecessor and successor task fields?

2
Kamakshi
1 year ago
Skilled Expert
SnuffleRoeSkilled Expert

workflow if date-field is at least x workdays agoFuture Consideration

Here I am again with a silly (but useful to me) idea.We have a reminder workflow for tickets and it will send another reminder to the user if the last reminder was sent 3 days ago and no response has been given. However, I would like to be able have the trigger set to if {custom date field} is at least x workdays ago instead of at least x days ago.Because now, if a reminder is sent on Friday, the user will get another reminder on Monday because we set FreshService to remind every 3 days. And we don’t work in the weekend. I now changed the workflow to have it sent every 4 days if the user doesn't reply, but ideally I would like to have the condition check if last reminder is sent 3 workdays ago.

1
Daniel Söderlund
1 year ago
Armand
Apprentice
ArmandApprentice

BUG: Exporting tickets button only exports 9 records and skips the restClosed

When I view the tickets for a specific group of agents which are unsolved I press the export button and choose Excel as format. Then I receive an excel sheet by email including only the first 9 tickets and not the rest. Same result when choosing CSV format.

5
Kamakshi
1 year ago
Skilled Expert
FDGuy

Ability to Sort and Filter Tickets by Subject in FreshdeskFuture Consideration

Please add the ability to sort and filter tickets by Subject in Freshdesk.I can’t believe this isn’t already in the product. The use case for it is so obvious and self-evident. I’m new to Freshdesk and I’m trying hard to like it but I can’t yet. Too many bugs and missing features.

26
mfahey
1 year ago
Apprentice
AngusGENMApprentice

Export Solution Articles Content as part of exportClosed

Ability to include an option to export the actual content of solution articles at the solutions screen

1
qsdgtwdcxfghaedrghjdwgf
1 year ago
Apprentice
swrightglosApprentice

Customise OnboardingClosed

As all our employees work from the same location it would be great to be able to remove the location field in the onboarding form.It would also be great to be able to completely remove the cost element from the asset selection as all equipment is supplied free of charge and it just takes up unnecessary space on the screen.Thanks

0
Apprentice
1 year ago
Skilled Expert
MichaelS24Skilled Expert

Improve Workflow Automator ViewClosed

See attached imagewhy does the description and creation/update dates have to be under the workflow title? This should be a list view like tickets with columns for the data. Would make it more compact and much easier to sort through. While we’re at it - lets allow grouping of workflows in this view so we can see what service items are grouped together!

1
1 year ago
aalexa
Apprentice
aalexaApprentice

Total fields visible underlying data in AnalyticsPlanned

i can only add up to 21 fields in Analytics Underlying data . I need more fields visible in both Freshdesk and Freshsales please asap.

3
Amrit Mishra
1 year ago
Apprentice
FerryantoApprentice

Freshdesk Analytics Parent and ChildUnder Review

I raise this on behalf of our customer. Currently in Analytics it would be not possible for Parent Ticket to show its related child ticket and the status in freshdesk analytics. Could we have this raised as a feature request so in Analytics we would know the Parent ticket to show its child ticket or vice versa. Thank you.

1
Amrit Mishra
1 year ago
Contributor
BeckyBexContributor

Custom ticket view containing ALL tickets of a certain type to ALL customersClosed

I have multiple ticket forms two of which are used for Feature Requests and System Bugs.  We share a list of all of the Feature Requests and bugs with our customers and I was hoping I could just build a custom ticket view and surface that in the portal.  That way it is always up to date.  This seems like quite a basic feature for a support portal but not something that Freshdesk portal currently offers which means I am going to have to resort to a manual process of keeping an article up to date.   I appreciate that Forum topics could be used to manage the above but that doesn’t work for us as we replicate bug tickets in DevOps and used Freshdesk to manage our roadmap items. 

0
Contributor
1 year ago
Apprentice
asiadekApprentice

Email Notification Behavior For Forwarded or Replied to NotesClosed

I am looking to customize the the email notification received by agents for notes that are either forwarded to them or replied to.There is currently (Within Email notifications/Agent Notifications) an option to edit the behavior of “Note added to Ticket” email notifications but not if someone were to forward a note, or if someone were to reply to a note. Making it very difficult to find the ticket being reference when viewing emails. Often leading to not knowing the ticket number or the ability to add other important custom information. There is a similar issue with not knowing who added the note to a ticket based on the limitation of the email notifications. 

0
Apprentice
1 year ago
NiruKamath
Apprentice
NiruKamathApprentice

Date Range filter in Analytics report is not user-friendlyDelivered

When I want to get the list of all tickets between say, Jan 2016 to today, the date range filter has the set custom date option and the Calendar pops up. I have to click on the back arrow multiple times to get to 2016,  and there is no easy edit.  End date also has to be selected. Ideally, would be good, if I could set it to be dynamic to “today”.

4
Amrit Mishra
1 year ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Ability to globally agent groupsFuture Consideration

We have some agent groups that we’d like to hide as they are used for service item visibility and will never have tickets assigned to them.  I have a business rule that works inside the ticket itself for the dropdown but when selecting group from the ticket list view, every agent group is visible regardless of business rule. Being able to hide a group from the list (any list really), be it via business rule or a “deactivate” option in the group itself that hides it from the dropdown would be excellent as it would allow for retention of data in that ticket should something be needed down the road and the group has been “retired” from use in addition to my use case. Thoughts ​@mbutler ​@Daniel Söderlund  ​@zachary.king ?

4
Medic1334
Top Contributor ⭐
1 year ago
Apprentice
tkuanApprentice

Round Robin 2 EnhancementsClosed

Round Robin Logic In the backend, Freshservice maintains a queue of agents for each group that has 1) turned on auto-assignment AND 2) are logged into Freshservice. Agents with both of these conditions are added to the bottom of the queue. When a ticket comes in, the agent at the top of the queue gets the ticket. That agent is then removed from the top of the queue and is added to the bottom of the queue again. In the case of the following 2 scenarios below, agents will be immediately moved to the bottom of the queue when: 1) turned off auto-assignment AND 2) are logged into Freshservice 1) turned on auto-assignment AND 2) are logged off FreshserviceEnhancement is toRound Robin Enhancement - have the auto-assignment to work solely based on how the agent's availability is marked (without moving agents to the bottom of the queue for each login) a lot of our users do not have Freshservice opened because of mandatory reboots, switching to different environments, or working on jump servers Round Robin when assigning, ticket activities is misleading Currently, when an agent assigns a ticket to a group that has round robin enabled, the ticket activities shows the previous ticket’s owners name assigned it to the next agent.  This is misleading information because the previous agent just assigned it to round robin and did not directly assign to agent.  This request is to either change previous agent name with “System” or add additional information in the activities to not be misleading. 

1
1 year ago
mskotko
Top Contributor ⭐
mskotkoTop Contributor ⭐

Notify Group on Private NotesPlanned

When adding private notes to a ticket, it would be nice to have the option of selecting a group for the “Notify to:” field. Currently, you can only select individual members.  

11
claytonsaid
1 year ago
Active Contributor
abigayle.paulsonActive Contributor

Allow API Call to have a Content Type that is not JSONFuture Consideration

Allowing Content-Type application/x-www-form-urlencoded or other content types would allow for many more API calls. Specifically, to get a token for Microsoft Graph API. Then those calls can be used in automations. 

4
eeha0120
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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