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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
Apprentice
AVW

Scheduling reports in ExcelDelivered

It would be great to have the option to export the automated scheduling of custom reports in Excel.They export in CSV file, and ideally you can choose in which format you’d like to receive the report, just like on the “Data Export” option.   

6
Amrit Mishra
1 year ago
Leighanne
Skilled Expert
LeighanneSkilled Expert

Add a "Download All" Option for AttachmentsFuture Consideration

In trying to move departments into Business Workspaces successfully, it would be a BIG win for these Agents to be able to download all attachments in one click. Sometimes they are sent 10+ documents and they have to click to download each one individually. As you can imagine, this can be time consuming AND they have to remember each document they downloaded before going to the next one. I’m hoping that the development team will consider adding a “Download All” in the attachment section for Agent efficiency. Adding the image below as a location ‘suggestion’ for this button in the red box: Thank you for your consideration.-Leighanne

0
Leighanne
Skilled Expert
1 year ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Solutions Events and Notifications NeededClosed

I moved all of our public data from a MediaWiki server to FreshService solutions. For the most part, people love it. However, I have found some issues that I’d like to bring up:Automatic Expiration of articles - Articles shouldn’t expire. I should have the ability to modify this so it is not an automatic thing that occurs. This has caught us a couple of times already where a page has returned to the Draft status and is no longer publicly available. E-mail Notifications - I should receive a notification when a solution goes from Published → Draft status. Right now, there is no way for me to know when an article gets unpublished by FreshService. Workflows - There should be an event “Solutions Article becomes unpublished”, where I can take a custom action if I would like to. Subscribe to Page/Site - I have customers that want to know when a change occurs. They would like to receive an email when a page they are interested in changes. This was easily done with MediaWiki, but isn’t an option in FreshService

3
mbutler
Top Contributor ⭐
1 year ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Show Hardware Properties on subtypesClosed

When adding properties for subtypes in Assets there is a space that says the Hardware properties will be displayed there but it doesn’t show what those properties are. It would be nice if that area were a collapsible view of the Hardware Properties the subtype is inheriting for those of us who don’t/will never have it all memorized.  

0
mbackwater42
Top Contributor ⭐
1 year ago
Apprentice
BrandonPaceApprentice

"Replied" Flag for ticket queuesFuture Consideration

I just wanted to add this in as a feature request.Obviously with a busy support team, a queue can change every single time you view it.One of the most disappointing outcomes is when you finally revisit a ticket and notice that the user has replied on the ticket hours before, however, there was no clear notification that they had done so.If there were some type of Replied tag that would be visually noticeable on tickets that users have replied to (as the latest reply), this could be a major plus to stay on top of response times and resolution times as well as customer care in general.

2
Apprentice
1 year ago
Skilled Expert
MDaviesSkilled Expert

Provide Requester Group Options within Business RulesClosed

For Requesters, within Business Rules, it would be fantastic if Conditions for Requester Group could be made available - just like they are for Agent Groups:This would be particularly useful in dynamically controlling visible fields on forms based on a Logged In User’s Requester GroupNote: Initially raised here:  

2
Skilled Expert
1 year ago
Karel_Vlček
Top Contributor ⭐
Karel_VlčekTop Contributor ⭐

Language switch based on browser local or at least on front page (support/home)Closed

Hi!I have found, that our requesters can’t read English! OMG! Yeah, they can switch their laguage setting to language of their liking, but it is so complicated for them, that I have written the manual for them in the knowledge base of the helpdesk (= Solutions) and I have made several translations in other languages too.BUT! Requesters are not able to read the manual (How to switch language) in their language, because they don’t know how to switch the language!So I’m asking you: Please, make the freshdesk avare of language setting in the browser and switch the language based on this (with the setup overide like any other modern app) or at least do language switch on the front page “…/support/home”.Thanks and have a nice day :)Sincerely,Karel

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

Allow API to be queried for a Ticket's Predecessor / Successor TicketsFuture Consideration

As per the title, I’d like for there to be API methods introduced whereby you can grab details of whether a Ticket has any Predecessor / Successor Tickets in its chain, their Status, etc.I think the Predecessor/Successor Ticket concept seems to exclusively belong to the Onboarding/Offboarding Modules at the moment.This request comes about as, at present, automated Actions performed on Successor Tickets are always performed by ‘System’ which makes it impossible to trigger Workflows leading on from those Activities. Should it be made possible for System activities to trigger further Workflows as per …... then this Feature Request is less likely to be needed.

2
Daniel Söderlund
Top Contributor ⭐
1 year ago
Apprentice
jordan11376Apprentice

Unassign Agent from group temporarilyClosed

We currently have two groups set up in FD, with agents assigned to each, and some agents being part of both groups. Due to the volume of tickets, we need to unassign an agent from one group so they only receive tickets for the other group they are assigned to. However, unassigning them also removes their name from all open tickets in the group they were removed from.    

0
Apprentice
1 year ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Last Login Date or Days Since Last Logon Needed for APIFuture Consideration

We are implementing the CIS Critical Controls within our environment – one of the aspects of that which we need to consider is FreshService.For our agents, we utilize SSo to control the aspect of agent logins – however, for requesters/contacts, they simply use a FreshService username/password that they have registered with.One of the CIS Critical Controls is to disable/delete accounts where 45 days of inactivity have occurred. However, after pulling a requester record from the API, I noticed that are zero fields associated with the last login or “Days since last login”. Instead, you only get the creation date/time and the last update date/time.Is there a way to also add “Last Login” to the output of the requester API call?"requester": { "active": true, "address": null, "background_information": null, "can_see_all_changes_from_associated_departments": false, "can_see_all_tickets_from_associated_departments": false, "created_at": "2024-04-09T12:45:59Z", "custom_fields": { "alternate_phone": null, "fax": null, "notes": null, "alerts": null, "active": null }, "department_ids": [], "department_names": null, "external_id": null, "first_name": "John", "has_logged_in": true, "id": ######86458, "is_agent": false, "job_title": null, "language": "en", "last_name": "Doe", "location_id": null, "location_name": null, "mobile_phone_number": null, "primary_email": "John.Doe@SomeCompany.com", "reporting_manager_id": null, "secondary_emails": [], "time_format": "24h", "time_zone": "Eastern Time (US & Canada)", "updated_at": "2024-04-09T12:52:45Z", "vip_user": false, "work_phone_number": null, "work_schedule_id": null }} 

3
mbutler
Top Contributor ⭐
1 year ago
Apprentice
steandeanApprentice

Projects - Ability to Add a High Level UpdateFuture Consideration

In the same way that I can add updates (work that was done, issues encountered etc) to project tasks using Notes, we'd like to have the ability to add a "high level update" to the whole project.If this can be done using Notes in the same "conversational" way that it works on tasks that would be great. This would be something that management would use so that they can get a high level overview of the current state of a project, without them having to look through notes on each of a project's task lists, tasks and sub-tasks.

0
Apprentice
1 year ago
Apprentice
steandeanApprentice

Projects - Ability to Watch a Whole ProjectFuture Consideration

We'd like there to be a Watch button for the whole project, so that people can watch all task lists, tasks and sub-tasks within a project, as well as any future tasks that could be created, without being a project member themselves.We’d like email notifications for changes to projects that are watched.

0
Apprentice
1 year ago
Daniel Söderlund
Top Contributor ⭐
Daniel SöderlundTop Contributor ⭐

Freshsale CRM/Freshdesk Omni - liquid filter in webhooksFuture Consideration

Hello, I just noticed that liquid filter aren’t supported in webhooks in CRM automations. It works in Freshservice and freshdesk so why not in Freshsales CRM? 

1
Daniel Söderlund
Top Contributor ⭐
1 year ago
Jason.Evans2
Contributor
Jason.Evans2Contributor

This is how to add Approval URL to API Bespoke Approval RequestsClosed

This is a quick how add Approval URL to API Bespoke Approval RequestsLike me, if you want to make a bespoke approval request via the API it says on the page https://api.freshservice.com/#create_ticket_approvalNote: "email_content" is an optional parameter for sending approval. If not provided, the default approval notification will be sent to approvers.Now it does not say much about how to add the “{{approval.portal_url}}” placeholder into your emails or approval requests via the API, which means when you send an email with a non standard “email_content” JSON it will not put this in automatically. However, a way has been found and I am posting it here so others do not get stuck scratching their heads for a day like me. I did this in PowerShell so convert to what ever language you are using. Convert this to how you wish. When hyperlinking, ensure you put an extra curly brackets on the placeholder for the ticket.$apiKey = "api_key:X"$headers = @{ "Content-Type" = "application/json"}$emailbodynote = @" <p>Dear {{ticket.requester.name}}</p> <p><b>Ticket: </b><a href=`"$({{{ticket.url}}})`">{{ticket.url}}</a></p> <p> This is an approval </p> <ul style="list-style-type:square;"> <li>Please click <span style="color: green;"><b>Approve</b></span> if you would like this call queue to be renewed.</li> <li>Please click <span style="color: red;"><b>Reject</b></span> if this call queue is no longer required.</li> </ul> <p>Please use the link below to Approve/Reject the request</p> <p><b>Approval Link:</b> | <a href=`"$({{{approval.portal_url}}})`">{{approval.portal_url}}</a></p> <p>Thanks Your Support Deptartment</p>"@# Approval Type ## $To_be_approved_by_Everyone = 1# $To_be_approved_by_Anyone = 2# $To_be_approved_by_Majority = 3$To_be_approved_by_First_Responder = 4$ownerIdOwner = 000000000001$body = @{ approver_id = $ownerIdOwner approval_type = $To_be_approved_by_First_Responder email_content = $emailbodynote} | ConvertTo-Json$test_ticket = 000001$myDomainURI = "https://domain.freshservice.com/api/v2/"$ApprovalURL = ( "{0}/tickets/{1}/approvals" -f $myDomainURI, $test_ticket )do { try { $response = Invoke-RestMethod -Uri $uri -Method Post -Headers $headers -Body $body -Authentication Basic -Credential (New-Object System.Management.Automation.PSCredential("", (ConvertTo-SecureString $apiKey -AsPlainText -Force))) $success = $true } catch { if ($_.Exception.Response.StatusCode.Value__ -eq 429) { Write-Host "Received 429 Too Many Requests. Waiting for 60 seconds before retrying..." Start-Sleep -Seconds 60 $success = $false } else { throw $_ } }} while (-not $success)I hope this helps anyone trying to do this. 

0
Jason.Evans2
Contributor
1 year ago
Skilled Expert
MDaviesSkilled Expert

Provide Field Groups In Field Manager for Ticket, Problem, Change & Release FormsClosed

As per the November 2024 release notes......User Field Groups were recently added.These are a great addition but they also give us a taste for something more; Field Groups in Field Manager for the various Forms:Similar in principle to that of the existing Major Incident section:With the ability to show or hide entire Ticket Form Field Group sections via Business Rules based on things like Requester or Agent Group and/or Roles (similar to how the existing User Field configuration works):This would help Administrators tidy up their Field Manager configurations by placing various Fields that are appropriate for specific support lines in to their own Field Groups.  For example, all Fields that are filled in or appropriate for the Service Desk can go in to one Field Group and then all Fields appropriate for Customer Support can go in another Field Group.At present the individual Fields in Field Manager can be quite hard to keep tidy.  Placing Fields within Field Groups could also enable us to Collapse or Expand various sections when performing Administration (a nice quality of life improvement):With these improvements Business Rules could be simplified quite a lot, particularly in the circumstances where you have a multi-dimensional or sizeable list of MSP customers housed in a single Workspace.

0
Skilled Expert
1 year ago
Contributor
OKHiEdContributor

Allow requesters to be listed in Managed ByClosed

We have departmental contacts who we work with that manage specific devices within their building/department.  In Inventory for Hardware for example, the “Managed By” field allows for only an agent to be assigned.  It would be nice to have the ability to add specific “Requesters” to that list so that we can show that they are the contact/manage the equipment instead of having to assign each asset to that indvidual.

0
Contributor
1 year ago
MattyK
Apprentice
MattyKApprentice

Advanced CSAT - text commentsClosed

The Advanced CSAT module looks great, and allows you to ask a question in the survey with a free text field for reply. We used this successfully in the old CSAT module and reading customer comments was very valuable to us. Support have just told me that the New Advanced CSAT doesn’t have a facility to see text responses! I can ask for them, but not see them!This was a basic and core functionality of CSAT previously, could it be added to the new advanced csat please. 

0
MattyK
Apprentice
1 year ago
Apprentice
AnnieLApprentice

Outbound email - Blank in From fieldClosed

Hello,We have different brands and each brand has a specific email address.So when our agent has to do an outbound email, it always displays the same email in From field, for example Brand A, whereas the agent has to use the email of Brand B.Is is possible to set the From field as blank?Thank you.

2
Apprentice
1 year ago
Ramesh Singh Rawat
Apprentice
Ramesh Singh RawatApprentice

Request: Add Zoom Functionality to Image ViewerClosed

Dear All,Greetings!We have received customer feedback regarding an issue with viewing attached files. Specifically, the zooming functionality is not working correctly when using mouse scroll buttons on desktop, forcing them to download the files instead.I kindly request that you add zoom in and zoom out buttons to the image below, similar to those found in Gmail. This would provide users to adjust the image size using these buttons.A screenshot of the image is attached for reference.

0
Ramesh Singh Rawat
Apprentice
1 year ago
Active Contributor
Paul123321Active Contributor

Subscribe to RSS FeedsClosed

I would like to be able to subscribe to a rss feed and automatically create a ticket from the feed.We use rss feeds to monitor security incident feeds and receive alerts if they might impact us. Currently, I have to use a seperate mailaccount, subscribe it to the RSS Feed to receive updates and then forward them to the servicedesk.

1
saudi
1 year ago
eeha0120
Top Contributor ⭐
eeha0120Top Contributor ⭐

Add note via Supervisor RuleClosed

Hi.Adding a Note would be an interesting feature to be available in Supervisor rules actions.Currently, such option is missing, and I can see I’m not the only one with this need, so, here it is:Please add the capability of adding a Note to the actions in Supervisor rules.Ref.: 

4
Kamakshi
1 year ago
Contributor
ttubbsContributor

Create New Ticket on Reply if Ticket is ClosedClosed

Once an Incident Ticket is in the Closed status, customers are still able to reply to the ticket. While it's possible to create a Workflow to have the Status change to Open upon reply, we would rather have a New Ticket created instead.However, Freshservice does not have a method for doing this built in. While we have been suggested to use a Webhook automator action and the Freshservice API, we require the Department/Company field and automators do not pass the needed Department ID (only the Department name).As such, Freshservice needs an option (either through a toggle in the Admin or through a Workflow Action) to allow the creation of a New Ticket upon a reply if the ticket is Closed.

7
mwhitman
1 year ago
jcapitan-shoreline
Skilled Expert
jcapitan-shorelineSkilled Expert

Add manufacturer as a column in the Inventory - All Assets viewClosed

It would be nice to scroll through a list of my assets based on manufacturer as well as filter on manufacturer. 

0
jcapitan-shoreline
Skilled Expert
1 year ago
Contributor
robert.haerkensContributor

Scenario to remove WatchersClosed

Use case:Before you leave for holiday, add a colleague as watcher to all tickets assigned to yourself. You can already do this with a scenario. When you return, it's not possible to the same thing but remove watchers. It would be great to have at least one scenario action where you can remove all watchers. 

1
Perry.gy
Apprentice
1 year ago
Perry.gy
Apprentice
Perry.gyApprentice

watchers seenable in table viewClosed

It would be extremely helpful if the names of the watchers could be displayed directly in the table view of the tickets. This would allow agents to easily identify the watchers and reassign tickets to them directly from this view.

0
Perry.gy
Apprentice
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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