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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

Back to top of the list
elobato
Top Contributor ⭐
elobatoTop Contributor ⭐

Variables in the timer node for workflow automatorClosed

Hi team!I noticed that it is not possible to set timer nodes based on variables. I thought something as easy as this would be possible, and if it is I haven’t found how so please let me know :D Use case: we have a form to request a temporary switch port opening and we currently have it set for 24 hours. So: submit the request, the port is opened via API, timer node waits 24 hours and then sends and API request to close the port again. We would like to have the possibility on the service item form to ask how long the port should be open and provide some options (dropdown): 15m, 2h, 4h, etc. and then take that variable into the timer node. As it is currently not possible, we have to duplicate the service item and have multiple branches in the workflow automator which doesn’t seem very efficient.Let’s hear your thoughts! Thanks!

0
elobato
Top Contributor ⭐
1 year ago
Contributor
kristi.dennisContributor

Multi-Line Fields in Analytics and AnalyticsPlanned

In exports within the analytics, there is no way to pull multi-line fields. Please add this! Also, it would be nice in the underlying ticket data-type widget to be able to pull multi-line fields as well.  Use case: we have a multi-line field where agents pull customer comments from the ticket thread and then that is sent in either a weekly or monthly report to the team supervisors. As it is, the supervisors have to do a manual export each week/month for the respective reports. It would be nice to be able to automate this as soon as possible. 

5
Contributor
1 year ago
Apprentice
Simone MeierApprentice

Execution logs in FresheskClosed

I am missing execution logs of the workflows in Freshdesk. I can add a notification to myself in the workflow, but I don't know when a workflow is not executed. I would therefore be very happy to have execution logs.

0
Apprentice
1 year ago
AKB
Apprentice
AKBApprentice

View what has been edited in a ticketClosed

In the “show activities” part of freshdesk you can see if someone has edited a ticket - but it doesn’t show what has been edited / the history of how it looked before the edit.I am mainly thinking about e-mails coming in form clients for example. If someone decides to edit what the customer wrote it doesn’t show.Or if someone creates a ticket and there is a conversations going back and forth there - they can edit everything and the only thing visible is that it has been edited. Not what has been edited.

0
AKB
Apprentice
1 year ago
Apprentice
jthomas1360Apprentice

Satisfaction Survey Placeholder AddsClosed

I have a rule to send an email to a generic box for all CSAT responses so we can easily share across the organization where relevant.It would be beneficial to have 2 additional placeholders: Customer Survey Score Customer Feedback Comments

1
Shaine Chance
1 year ago
Roxwell
Top Contributor ⭐
RoxwellTop Contributor ⭐

Enhance SLA Management: Allow Automation to Set First Response TimeUnder Review

 With the increasing use of automation in Freshservice, a valid first response to the customer is often an automated message or action. However, Freshservice does not currently allow the First Response flag to be set via automation, limiting the ability to reflect automation-driven responses in SLA tracking.This is particularly relevant for Service Request (SR) automation, alert handling, and ticket triaging, where automated responses provide immediate value to the customer. Yet, these responses are not recognized as meeting SLA requirements, potentially skewing performance metrics.Why this matters:It ensures automation is recognized as part of the service workflow. It improves SLA tracking accuracy, preventing delays in measuring response effectiveness. It highlights the impact of automation in meeting customer expectations.By allowing automation to set the First Response flag, Freshservice would better reflect modern service desk operations and enhance SLA reporting.Would love to hear if others face the same challenge—let’s push for this feature together! 🚀

8
1 year ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Analytics - Add "To" capabilityClosed

We have several points of email ingestion and are evaluating how often tickets that are sent to these are routed elsewhere to cut down on ticket hot-potato and improve turn time.  As I found out today, there is no way to use the “To” email address on a ticket to sort. As an example, John Doe sends an email to businesssupport@company.freshservice.com which raises a ticket. The ability to list off any ticket sent to that email is what we are looking for and it doesnt appear to be natively possible in FS analytics. 

4
Amrit Mishra
1 year ago
ACDragan
Apprentice
ACDraganApprentice

Smarter Solutions view for agentsClosed

Hello, We see a strong value in adding a better view of solution articles for agents when looking at a ticket. The section above the conversations or the right-hand side of the ticket could be showing 3-5 solution articles suggested by Freddy, found by tags relating to the ticket or already chosen by an admin for Service Requests. These could be solution articles made for agents on how to handle specific re-occurring tickets like placing hardware orders, providing access to a tool or systems etc. Please see the attachment for the idea.

0
ACDragan
Apprentice
1 year ago
Apprentice
eberhardtApprentice

Secure Form for passwordsClosed

Hello, we need a way to provide customers the ability to send us password to access their environment in a secure way in FRESHDESK. After closing the ticket, the password should be removed from the ticket.We tried it with the canned response forms. This is exactly what we need, but we did not found a way to remove the canned response answer after closing the ticket.So the sensitive data is stored in the ticket forever. ThanksBest RegardsMarco Eberhardt

5
Kamakshi
1 year ago
Contributor
rodrigo.ferreiraContributor

Create an email delimiter to clean up the replies flow on ticket interfaceClosed

Every helpdesk tool has it's own email delimiter to make sure the reply will hide quoted messages on the interface.I don't understand why Freshdesk does not have an email delimiter. It's is extremely ridiculous to read the replies on the ticket's interface because it shows all the email history inside every response from costumer.You just need an email delimiter like this: ## Reply above this line ##- Freshdesk's team will say they created an app to remove the "Quoted Test", but it does not solve the problem. It only gives you the option to remove the quoted text when we are SENDING a reply, then the costumer will not receive the quoted text on the message... But when the costumer replies back, it will still quote the last message, because that's why every email clients works, that's the compliance for email clients.- Then Freshdesk's team will say the quoted text present on customer response in tickets is not under the control of Freshdesk, but by the email client/server which forwards these emails to Freshdesk's servers. And implies that this does not happen every time. Meaning, Freshdesk would not be able to recognise the quoted text (historic conversations) unless the HTML content indicates it to be.I am absolutely sure that Freshdesk's team are not even trying to understand what we are asking for. There's a topic from 2012 asking for this feature, 8 years and nothing changed, the only thing they did was creating an app called "Quoted Text" to remove replies history when we SEND a message. That's like to kill a butterfly with a bazooka!Things to understand:We DON'T want, and we don't need to REMOVE the quoted text, that's against email compliances. We DON'T want to DELETE the quoted text while SENDING a message (email clients will hide quoted text by default on a collapsed interface)Freshdesk needs an email delimiter, just like EVERY helpdesk tool, then you handle this on the interface to collapse everything under this delimiter. That's how you solve the problem, creating you own email delimiter, not trying to understand email headers from each email client.It's not about how we SEND replies, but how we RECEIVE them. The only way to be sure we receive the answer in the correct format is to create your own email delimiter that goes within every ticket reply.EVERY helpdesk platform has it's own tag / email delimiter to handle this situation. Come on! Do some research! You are not willing with that.The common way to handle this is to creating an email delimiter:## Reply above this line ## I can list at least 10 helpdesk tools that uses the same technique! If you are not going to try to develop this, i can write the code for you, it will take 10-20 lines of code, that's not a big deal!Topic from 8+ years, most popular on the ideas, not even planned, and they still looking for the wrong direction, trying to convince everyone to use the app "Remove Quoted Text". It is unbelievable!https://support.freshdesk.com/support/discussions/topics/1754

2
Elen G
1 year ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Allow Categories to be workspace specificFuture Consideration

It would be very helpful if the Categories could be set per Workspace, and not universal. There are a lot of Categories that do not span workspaces. We don’t need IT-specific categories on HR request forms and vice versa. 

1
llebron
1 year ago
Skilled Expert
Jerome.HaynesSkilled Expert

Workflows in freshdesk like in freshservicePlanned

Hi,I’ve not used freshservice but from what I can see it has much more powerful features in terms of workflow design. I feel that freshdesk really needs this as often you have to cobble together automations to make things happen.Thanks​​​​​​​Jerome​​​​​​​

3
1 year ago
Erakles73
Contributor
Erakles73Contributor

Link to a specific note or reply in a Ticket (e.g: permalink)Future Consideration

see this thread for more details  

3
1 year ago
BDCRob
Contributor
BDCRobContributor

Allow Collaborators to access/moderate forums.Future Consideration

We corrently have set members from our TechOps and DevOps team as collabrators so they can look into tickets assined to their groups. We would also want to allow them as Moderators of Forums, especially as Idea forums. As such a new role as “Forum Moderator” has been created that has permissions to forums only but this can only be assigned to Agents not Collabrators, which is odd being as that would be a main part of collaboration.

0
BDCRob
Contributor
1 year ago
Skilled Expert
user8472Skilled Expert

Better options on Public/Private notes on Problem (to mirror Broadcast message from FD)Closed

We would like to be able to add notes/messages to a problem and decide whether this is a public or private note.This would enable us to chose when to send a message to all those with associated ticket (Public note) e.g. “We have notified Microsoft and are wating on a response in the meantime please….”vs a private note which is important for those dealing with the problem, but not appropriate for the requestors of affected tickets e.g. technical information, back end progress.FreshDesk had Ticket types of Problem Record, and allowed you to send a “Broadcast message” to all child records.There are ways we can sort of mimic this with bespoke fields and workflows but it’s not particularly user friendly. 

1
edemjack82
1 year ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Reset the State of a TicketFuture Consideration

TL;DR - We need a way to modify ticket state without adding a Public Note or Reply to a ticketLet’s talk about the Ticket State. I’m in the customer service business, just like many of you - I want to be use the Ticket State as a reliable tag to know which tickets need to be addressed right away. I have seen topics in the past focus on this same thing, but I’d love to get some traction on this very important customer-centric issue.I tell my staff to work tickets in a certain order.Requester Responded - They are waiting on us, they shouldn’t be waiting on us, handle these right away Response Due - We are overdue on our response New - They are waiting on us. They have sent us a ticket and we need to address it Overdue - We need to handle these too - the times are outside of our SLAThe problem? These tickets don’t always require a public response. Adding a Private Note doesn’t reset the State of the ticket. You have to add either a reply or a Public Note to reset the state of a ticket. Additionally, there is no option in the Ticket Properties to modify the state of a ticket. There’s also no way to get the state of the ticket via the API that I could find. Now, my hands are tied - I have no way to reset the state of a ticket other than adding a Public Note or a Public Reply.How can this be?We must have the ability to manually override the State Tag of a ticket. This has to be there - we must have the ability to do this so we can effectively service our customers and partners. Without this ability, I have employees looking at tickets that have already been addressed, or worse, adding Public Notes or Replies to tickets simply to modify the State of a ticket. This leads to a horrible customer experience that I passionately feel needs to change immediately.Can I get an upvote?

4
1 year ago
SophiaEM
Contributor
SophiaEMContributor

Bypass mandatory fields depending on conditionsClosed

Hi everyone, I'm looking for a way to bypass the mandatory fields for administrators only. Does this exist?I've found several applications that allow mandatory fields to be defined under conditions, but not the other way around. For example, I'd like administrators to be able to change the group of a ticket without having to fill in all the other mandatory fields.However, these fields must remain mandatory so that they can then be filled in by agents. Thanks for your help 😊

4
SophiaEM
Contributor
1 year ago
Contributor
gwelstedContributor

Cloud document repository for various SD areasClosed

Would be nice to integrate cloud storage providers in our case OneDrive to various areas of the service desk. Namely Projects and Changes to keep documentation front and center.

1
Henry3556
1 year ago
Jessica Mell
Contributor
Jessica MellContributor

Ability to Edit Solutions Email NotificationsUnder Review

We need the ability to edit and customize email notifications for Solutions, such as the emails an author receives when their solution review dates come up, solutions approvals, and any other email related to Solutions. 

5
Jessica Mell
Contributor
1 year ago
Skilled Expert
ggallawaySkilled Expert

Show closed ticket filter when associating to child ticketsClosed

 I would like to see a default filter when associating tickets to other tickets, problems, etc. I would like to have a default filter which does not show closed items with a check box in the corner which allows the agent to remove that filter to see closed items as well. Oftentimes our agents choose the wrong item since we may have historical problems or tickets with similar naming.Something like this:  

0
Skilled Expert
1 year ago
Skilled Expert
oclews10Skilled Expert

Associate impacted services (e.g. Status page incident) with a problemClosed

Currently you can only assign an impacted service with a status page incident within a singular incident ticket. This might be good for when you only need one incident, however, what if you have a problem with many incidents associated with it? You have to remember which incident has the linked status page incident to it?You should be able to use the Collaborate function on a problem ticket to associate a status page incident against an impacted service, right?It feels like currently we’d have to literally make an incident called “Use this for status page incident”, or add a note on the Problem to say “refer to INC-123 for status page incident when needing to update this as resolved”.Or are we misunderstanding how impacted services and problems should work?

1
Skilled Expert
1 year ago
Shohrab
Contributor
ShohrabContributor

Open Card Link in New TabClosed

Instead of ctr+click ticket card new tab, by default the ticket should open in tab just for clicking. Therefore, we could save our time and effort and reply faster. 

1
julia.a
1 year ago
Apprentice
DaggerfallApprentice

Discovery - Retrieve HP Product ID on WIndows computer (SystemSKU)Closed

Freshservice’s Discovery features currently retrieves a lot of information from devices. However, it does not extract the HP Product ID (SystemSKU) stored in the Windows Registry at `HKLM\HARDWARE\DESCRIPTION\System\BIOS\SystemSKU`.The Discovery features already uses WMI and registry queries for other asset details (e.g., OS version, serial numbers) . Extending this to include `SystemSKU` would align with existing workflows and require minimal overhead.Accurate Product IDs enable faster HP warranty checks..If you’ve encountered issues due to missing HP Product IDs in Freshservice, upvote this proposal !  

0
Apprentice
1 year ago
agbear
Apprentice
agbearApprentice

Microsoft Graph connectorFuture Consideration

I would love to surface information from FreshService - FAQs etc. in SharePoint search via a Microsoft Graph connector. Is this on the roadmap?

3
1 year ago
Contributor
OKHiEdContributor

Remove "Recently Added" Asset fields from templateFuture Consideration

 Would like the ability to remove the newly added fields from view in the Hardware section in Assets:And remove these fields from the Computer section in Assets:We don’t need them, they take up extra screen space, require more tabbing/scrolling to get to what we do need to fill in for the asset.

2
kpatterson
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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