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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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Skilled Expert
MDaviesSkilled Expert

Failing Workflow Automations Should Be Easier To IdentifyUnder Review

It is common for a change to take place elsewhere in Freshservice which results in an Active related Workflow Automation breaking.The more Workspaces, Workflows and Administrators you have, the more difficult this is to manage.Many of these Workflows would not necessarily, even when working, log anything in the Execution Log, so you may be unaware that it is even broken in the first place.An issue you may face, as a result, is all subsequent Workflows will also fail to trigger.So, with that said, I suggest the following improvements:Set the label and/or toggle colours to Red if the Workflow is failing: Highlight the edge or change the text within a Workflow node to Red if it is incomplete or causing issues:  Email (at least) the person who last modified the Workflow to advise them that their Workflow is failing to trigger  

2
kpatterson
Top Contributor ⭐
1 year ago
KKavanagh3524
Apprentice
KKavanagh3524Apprentice

Viewing Asset Serial Numbers on the Assets Tab listing for tickets - We need this!Future Consideration

Wouldn't it be ideal if we could view Asset Serial Numbers on the Assets Tab for tickets rather than having to open each asset to view them. My team and I use fresh service to track the assets wihtin our estates, and when we are doing stock investigations we may have to open up multiple assets overview pages just to confirm the serial number of each asset. this can be very time consuiming and would easily be avoided had the Asset tab already listed serial numbers.

1
kpatterson
Top Contributor ⭐
1 year ago
Jessica Mell
Contributor
Jessica MellContributor

Ability to Add Columns and Sort in Solutions AdminFuture Consideration

We need the ability to add more data field columns in the Solutions Admin module and be able to sort using that data. For example, having the ability to add columns such as Review Date, Created On Date, etc. Any of the Solutions meta data would be helpful as an option to add and help admins better find and manage content. All data should also be sortable as well, such as Title.  

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

All admins to change the associated SLA on a ticketClosed

We have separate SLA’s for SR and INC tickets with the expectation that INC are where something is broken/not working making them urgent while SR tickets are requests for something new/additional and, likely less urgent.  The default if staff simply email us or choose the “log a ticket” option is INC leading to misuse of the INC type.  While we can change the ticket type for metrics, doing so does not change the related SLA.  Nor is the any way I’ve seen for us to change the SLA manually.As admin with “play god” priviledges, I’d love to see an option to associate the correct SLA on a ticket where it was incorrectly submitted.

0
kpatterson
Top Contributor ⭐
1 year ago
Skilled Expert
user8472Skilled Expert

Workflow Automation Action node options "set requester as", "Set requested for as"Closed

I know this can be done via the web request but it would be such a quality of life improvement if this was just one of the out of the box actions.Using it for the onboarding/offboarding where we know the manager and the report is the primary use.

0
Skilled Expert
1 year ago
BryceK
Top Contributor ⭐
BryceKTop Contributor ⭐

Build a Requestor Group based on Software AssignedClosed

Software-Based Requestor Groups, Feature Request🔍 The Challenge: Currently, we build automated requestor groups based on only requestor fields. However, when it comes to software updates, licensing changes, and new features, it's a bit of a juggle to target specific users. The Ask: Software-Based Requestor Groups - This feature would enable us to effortlessly create groups based on assigned software, making it a breeze to communicate updates and changes directly to the affected users.Benefits:🎯 Precision Communication: Targeted updates for relevant users. ⏰ Time Efficiency: Set it up once and let it automate. 🌐 Enhanced User Experience: Keep users informed without excess noise. Share your thoughts, experiences, or simply give a "+1" if you'd love to see this feature in action. Thanks,Bryce Kulasxa 

1
Skilled Expert
1 year ago
JereV
Apprentice
JereVApprentice

Export subset of contacts filtered by eg. company name or custom field.Delivered

We need to send email to our contacts about upcoming maintenance breaks. Now we need to export all contacts and then filtered contacts in excel. It would be super nice if we could do the filtering in freshdesk.

0
JereV
Apprentice
1 year ago
Contributor
cbarrosoContributor

Affect software to a specific userFuture Consideration

Hi everyone,When we fulfill a software request in a service request, we are unable to select the user—it is automatically assigned to the requester. 😞 It would be great if it worked like asset requests, where the requester is selected by default but can be changed if needed.Business case:During the onboarding process, the manager selects software for the new hire. In this case, the ticket requester is the manager, not the new hire. Currently, fresh agents can't properly fulfill the request because the software gets assigned to the requester instead of the intended user.Would it be possible to improve this?Thanks! 😊PS: for now i have an automator that change the requester of onboarding tickets

0
Contributor
1 year ago
WadeJNelson
Apprentice
WadeJNelsonApprentice

Integration between Execution Logs and IT Operations Alert Management to generate TicketsClosed

We need to be able to integrate workflow execution logs with alert management for ticket creation. Then based off of the attributes of the execution log alert build workflows and create tickets for managing them.

0
WadeJNelson
Apprentice
1 year ago
afautley
Top Contributor ⭐
afautleyTop Contributor ⭐

Insert Placeholder for Timer NodeClosed

 Hi,Please can you add the ability to add a placeholder to a timer node.One example.As part of our leaver notification we which to wait X number of days until the leave date then to action disabling the account. Currently it is only a manual entry into the “add a timer for” box. if you have the ability to add a timer node we can workout the number of days we need through the expression app.  

3
Medic1334
1 year ago
Skilled Expert
user8472Skilled Expert

More than 5 timer nodes on a workflow pathClosed

We have some complicated flows regarding onboard and have hit the cap of 5 timer nodes for one workflow path.We’ve needed to use these to wait for syncing from other systems (AD/Entra) as well as allowing other workflows to run (e.g. adding and updating child tickets and then sending a message to the manager)

0
Skilled Expert
1 year ago
Ramesh Singh Rawat
Apprentice
Ramesh Singh RawatApprentice

Enhancement Request: Additional File Export OptionsClosed

I am reaching out to request a feature enhancement to export data in Excel/Word file formats, in addition to the existing XML/JSON file options. Despite our best efforts, we have encountered difficulties in extracting the required data from the XML/JSON files.To facilitate easier data analysis and processing, we kindly request that you provide an option to export data in Excel/Word formats. This would greatly enhance our ability to work with the data.We appreciate your attention to this matter and look forward to your response. Thanks & RegardsRamesh Singh Rawat

0
Ramesh Singh Rawat
Apprentice
1 year ago
Sundaramk
Apprentice
SundaramkApprentice

Creation of Net Promoter Score reports ( NPS) in AnalyticsClosed

We would like to report on our Net Promoter Score ( NPS)It would be great if this could be added as a report in FD Analytics.Look forward to hearing from others in the forum on this topic. Some details of NPS for those who are unfamiliar with this. ( courtesy Survey Monkey). Let’s say you’ve sent out an online poll with the NPS question and the 0-10 scale, and you’ve received 100 responses from customers. What do you do with the results? Is it as simple as averaging the responses? Well, not quite. But it’s almost that easy.The NPS system gives you a percentage, based on the classification that respondents fall into—from Detractors to Promoters. So to calculate the percentage, follow these steps:Enter all of the survey responses into an Excel spreadsheet Now, break down the responses by Detractors, Passives, and Promoters Add up the total responses from each group To get the percentage, take the group total and divide it by the total number of survey responses Now, subtract the percentage total of Detractors from the percentage total of Promoters—this is your NPS score Net Promoter Score (NPS) formula  (Number of Promoters — Number of Detractors) / (Number of Respondents) x 100NPS calculation example  Example: If you received 100 responses to your survey:10 responses were in the 0–6 range (Detractors) 20 responses were in the 7–8 range (Passives) 70 responses were in the 9–10 range (Promoters) When you calculate the percentages for each group, you get 10%, 20%, and 70% respectively.To finish up, subtract 10% (Detractors) from 70% (Promoters), which equals 60%. Since an example Net Promoter Score is always shown as just an integer and not a percentage, your NPS is simply 60. (And yes, you can have a negative NPS, as your score can range from -100 to +100.)

1
CBrink
1 year ago
Brabo
Apprentice
BraboApprentice

um usuario no kwai está violando gravemente as politicas dr engajamento da plataformaClosed

Solicito análise da conta por manipular métricas de engajamento com serviços SMM, violando as políticas do Kwai. Isso representa uma ameaça à plataforma. Peço banimento permanente.  Informações necessárias:  Nome de usuário: saikke'X 909 ✵ Id da conta: saikkeX Link da conta: https://k.kwai.com/u/@saikkeX/fWCyRBnN Caso ele realmente esteja envolvido nisso peço que tomem medidas cabíveis para suspender imediatamente a conta desse usuário.

0
Brabo
Apprentice
1 year ago
Apprentice
rik.snoeiApprentice

Add 'Current agent' as option to Form TemplatesClosed

When you create an Email template that gets used by multiple agents it's common that the agent creating the ticket also is the assigned agent for that ticket. Therefore, it would be really useful if there was an option for the Agent field of an Email Template to have an option that makes it possible to automatically set the Agent to the currently logged in Agent.

1
Tina.Nilsson
1 year ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Splunk Integration for FreshService LogsClosed

Right now, there is a Splunk integration that allows Splunk to send alerts to FreshService. However, one of the things that I would like to do is send logs from FreshService to Splunk.Our security team wants to ensure that SaaS applications we are using can also be monitored by Splunk. We can setup alerts for valuable workflows and would like to get the valuable logs that FreshService has into our SIEM.To do that, I think some work will need to happen on the API to allow Splunk to pull those logs without requiring a download of the logs.

0
mbutler
Top Contributor ⭐
1 year ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Allow Approver field to be taken dynamically from app, parser or web nodeFuture Consideration

Currently the only way to add a dynamical approver in a workflow is to link it to a custom object field via reader node.What I need it that I can add the output of a powershell app node or a webrequest to the approver action node.Currently there are no options for this: 

0
msconfig87
Top Contributor ⭐
1 year ago
Skilled Expert
richard.nallySkilled Expert

Status Page posts from within a ticket - formatting not up to scratchClosed

Hi,We are using email notifications for the status page to communicate changes - these email notifications allow us to use a formatted template created originally in Word - which looks uniformed and are colour banded for visibility - app down, working on it, its fixed for exampleHowever if we promote a ticket to the status page and want to add the template in the option from within a ticket the templates can not be used, its just basic text from there.For this reason, we cant use this option to communicate to the business via the status page from a ticket. From a change and maintenance window its all good using the Freshservice emails. This is a real shame as we would like to be able to do this and have a uniformed look and feel to our tech comms from all areas.Any plans to update this?    

0
Skilled Expert
1 year ago
ammon.nelson
Skilled Expert
ammon.nelsonSkilled Expert

Make merging of tags similar to merging of ticketsClosed

Currently you can only merge two tags by renaming one of them to be the same as the other and then clicking on [Merge] in the dialog that pops up. It would be great if I could select multiple tags from the list and click on a button to merge them similar to how I can do to tickets.

0
ammon.nelson
Skilled Expert
1 year ago
Top Contributor ⭐
RobCrossTop Contributor ⭐

Add Health Score to Customer FiltersClosed

On the customer list screen, the health score field is missing, meaning it can’t be filtered on, it would be really beneficial if all fields could be listed as filters

0
Top Contributor ⭐
1 year ago
Apprentice
bgustafsonApprentice

Customer email reply re-opens ticketClosed

HelloSo far, I am loving freshdesk.  Its a great program.  When my users reply to a completed or resolved ticket, it re-opens the ticket.  This makes sense, but my users frequently reply to emails with a "Thanks".  I have tried adding instructions not to reply to the ticket after closed, but it hasnt been much help.  Is there a way to turn off re-opening tickets by email?CheersBrent

34
1 year ago
JeremySp
Apprentice
JeremySpApprentice

Custom Fields For LocationsClosed

Hello, It would be an extremely nice feature to add custom fields for Locations. We have several dozen sites with different information we need to be able to reference easily, that doesn’t quite work in other sections like Assets, etc. Things like ISP account info and other things are one prime example. Even just a Notes field for Location would go a long way.  Thanks! Jeremy

1
assetmanager31
1 year ago
Kaley White
Contributor
Kaley WhiteContributor

Article properties and SEO in article templatesClosed

I’d like to be able to set Tags, Title for search engine, and Description for search engine in solution article templates. 

3
khayamawan
1 year ago
MatthiasGuz
Apprentice
MatthiasGuzApprentice

Feature Request: Display Average Number of Tickets on Group and Team Level in AnalyticsFuture Consideration

Hi everyone,I would like to propose an improvement to Freshdesk's Analytics functionality. Specifically, I suggest adding the ability to directly display the average number of tickets created and resolved per team or group in Analytics.Currently, in the Helpdesk Ticket Volume Reports, I can only see the total number of tickets per agent or group. However, for our evaluations, the average value is crucial. For example, the calculation:(Number of tickets resolved by Agent 1 + Agent 2 + Agent 3 ...) / Number of agents.I’ve tried to achieve this using a custom metric, but unfortunately, I encountered syntax and aggregation issues. Freshdesk doesn’t seem to provide direct access to the number of agents within a group. Formulas such as SUM(Tickets.Tickets resolved) / COUNT(Tickets.Agent name) or AVG(Tickets.Tickets resolved) always result in errors.My suggestions:Introduce a metric that considers the number of agents within a group, enabling calculations like the one above. Alternatively, integrate a standardized feature in the Helpdesk Ticket Volume Reports that outputs the average number of tickets per group or team. Additionally, allow the anonymization of agent names to comply with data protection requirements. This is particularly important for larger teams, where individual performance should not be identifiable.Why is this important?Teams and groups operate with varying efficiency. Average values provide a clear overview without directly comparing individual agents. Especially in larger organizations, where data protection plays a critical role, these metrics are vital for evaluating team or group performance.If there are any workarounds I might have missed, I’d be grateful for your suggestions. Otherwise, I hope other users will also find this functionality valuable and support this idea.Thank you in advance!

0
MatthiasGuz
Apprentice
1 year ago
Contributor
jessica.hyncikContributor

Add metric "Tickets closed by Requester" to analyticsFuture Consideration

As a help desk administrator, I want to add a metric called "Tickets Closed by Requester" to our analytics dashboard, so that I can track the number of tickets that requesters have closed themselves, rather than those resolved by agents. This will help me understand the efficiency and effectiveness of our support process, identify trends, and pinpoint areas for improvement particularly in the area of self-service.

0
Contributor
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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