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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
SnuffleRoeSkilled Expert

Remove font for placeholders in e-mailsClosed

When sending a mail (either via the default e-mail notifications or via a node in a workflow) and using Placeholders in those mails, the text font is very weird for the text provided by the placeholders (it least if you use Outlook as mail client).The first indented text is the ticket description and the second indented text is the latest public comment.Nowhere in FreshService is a specific font set, even under the E-mailnotifications it says “Default font”, so why does each text area have their own font?In an attempt to have all text in a mail set to a specific font I've tried:Setting the font in E-mailnotification in the admin panel Edited the mail in the HTML editor and set the code below in each <p>, <div> and <span>  tag style="font-family: Verdana;" But still it comes out as pictured above. I'm no perfectionist and if the font it would come out as in the mail would seem similar to Verdana I would be fine with it, but this just looks absolutely atrocious.I've already raised a support ticket with FreshWorks for this and I got this as a reply:Thank you for reaching out regarding the font family issue in your HTML email sent through the workflow.Our developers have confirmed that the description field in Freshservice uses a rich text editor, which comes with its own HTML properties and inline styles. Unfortunately, this means that it is not possible to impose a specific font family (like Verdana) for the description placeholder content. The rich text editor applies its own inline styles, which can be seen in the ticket details page as well.Sorry for not being much of a help here.I understand the reply, but I just can’t leave it at this.I have three possible solutions (of which the last is least favourable): When sending an e-mail from a FreshWorks Product using Placeholders, allow the font in the placeholder to be ignored and use the font defined in the e-maileditor. Font colour, bold, underline, italic and such should remain. Allow admins to disable different fonts in text area in their forms. Again, font colour, bold, italic and such should still be available. Allow admins to disable rich text formatting entirely. This is least favourable, but there will at least be uniformity in communication.

1
Skilled Expert
1 year ago
Matt_flew
Contributor
Matt_flewContributor

Better date-based automation triggers pleaseUnder Review

Freshdesk would be so much better with improved date/time-based triggers and actions - there are very few date/time-based automations that we can actually set-up in Freshdesk, for example:Action: Set date as today Action: Set date as  _ days from today Trigger: If date Is/is not today Trigger: If date is/is not in the next _ days Trigger: If date is/is not in the past _ days Trigger: If date is/is not in the future Trigger: If date is/is not in the past Trigger: If date is/is not between _ and _ Trigger: If date is greater than Trigger: If date is less thanSeriously, this is the one shortcoming of Freshdesk that may actually cause us to look elsewhere at some point - there are so many automations we’d like that are not possible with the few options currently available.Hopefully this is something the developers can consider improving. Thank you for looking and please upvote if you think this could be useful to yourself or others :) 

3
1 year ago
Skilled Expert
bzentnerSkilled Expert

Ability to hide Asset AttributesFuture Consideration

Give administrators and asset managers the ability to hide built in asset fields from view. Many customers do not use all the fields provided and want to clean up their form layouts.

1
kpatterson
1 year ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Change label of link for AgentsClosed

It’s a small thing, but some of our Agents would like the verbiage changed on the “Plus sign menu” to read “Incident” instead of “Ticket”. It’s just that ticket seems to be the generic term for anything generated by Freshservice, so using Incident instead would make it clearer.   

1
1 year ago
Nulls Brawl
Apprentice
Nulls BrawlApprentice

WelcomeClosed

Join the Freshworks Community to connect with experts, share insights, and get support on optimizing your Freshworks solutions. Explore discussions, tips, and solutions at Nulls Brawl.

1
alex427
1 year ago
christian.mentor
Skilled Expert
christian.mentorSkilled Expert

Improve text formatting in the Expression Builder nodeFuture Consideration

The Expression Builder node in Workflow Automator could benefit from three improvements:Fix the bugginess when pasting text Whether you copy/paste from an external text editor or even text from within the Expression body, the node has a hard time with pasting Switch from Sans-Serif to a monospace font for readability The font kerning in the Expression body makes it hard to distinguish between characters  especially when they are multiple parentheses next to each other Conditional coloring for expression variables Distinguishing text (placeholders, numbers, operands, strings) with different colors in a expression formula would make editing the expression easier on the eyesJust take a look at the formula bar in Google Sheets — if you mimic that style, expression builders would be way easier to work with.

6
christian.mentor
Skilled Expert
1 year ago
mfahey
Active Contributor
mfaheyActive Contributor

Unable to group service requests together in a ticket viewClosed

There is not a way to create a view of like service requests.I.E. I have a service request form for chromebook repairs. The “workaround” was to assign the tickets to a group and tag them. Then You can create a ticket view based on this. However, with “work flow automator” you can’t reference any of the service request fields.  Also from the service request, you can’t set the location of the ticket. It sets the location of the service request. IDEA:The ability to create a saved view based on “type = service request” and servicecatalog.formname = “chromebook repair”. This would eliminate  all of the “hacks” that support keeps suggesting.      

1
1 year ago
Ratucker07
Apprentice
Ratucker07Apprentice

Allow Forwarded Recipient Suggestions to Only Show for Contacts that Equal a Specific CompanyClosed

When forwarding an inquiry to a Collaborator, we would like the ability to default the contact suggestions to only show clients for a specific company.For example, on our account, a user could set Forwarded Recipient suggestions to only show for contacts with Company = Heritage Auctions.

1
Ratucker07
Apprentice
1 year ago
Skilled Expert
JohanBSkilled Expert

Highlight tickets in Ticket View ListFuture Consideration

When new communication (email or note) is added to an agent's ticket, it should stand out more in the ticket list view. This applies whether it was added by another agent, is a private or public note, or a reply to a forwarded email.In many other ITSM tools, this is commonly achieved by bolding the ticket subject text or changing the background color of the field. The highlight is removed as soon as the agent opens the ticket.Freshservice only relies on the field ‘State.

4
zachary.king
1 year ago
mara557
Apprentice
mara557Apprentice

Bulk Update InventoryClosed

Could you add the ability to update monitor connections through the bulk update future? In a high school environment, we manage a large inventory of IT equipment, including hundreds of monitors, PCs, and other devices. Currently, we have to update each monitor one by one, which is incredibly time-consuming. If the bulk update feature included all the same configuration options available when updating items individually it would make managing our inventory much more efficient. This enhancement would be especially helpful for maming updates across devices of the same model in bulk. Thank you!

0
mara557
Apprentice
1 year ago
MoShaikh
Apprentice
MoShaikhApprentice

100% Stacked Bar ChartClosed

There isnt an option to show a 100% Stacked Bar Chart, where the X/Y Axis is Grouped by Month and Group Name. This shows if the date range is only a month as 100% Stacked Bar Chart but doesnt where the Date Range is greater than a month. A workaround would be to export and manually produce this in a spreadsheet where 100% Stacked Bar/Column Charts are available as standard. It would be good to provide this so that over a 12 month period, the total resolution by group name can be seen visually.

0
MoShaikh
Apprentice
1 year ago
Contributor
david.barrettContributor

Improved Time TrackingClosed

We need to easily track different types of billable hours against tickets and an easy way to do this would be to be able to use custom time fields much like the ticket fields functionality.Ideally we can set up a category i.e. Standard Support, Consultancy etc and then select this and book time against it.Obviously reporting on this would be key and would ideally be integrated into the Timesheet report.Is Time Tracking getting any development time on the roadmap?

2
giuliano.nora
1 year ago
Contributor
dmakwanaContributor

Option to filter all tickets based on created By agentFuture Consideration

In our screenshot, you can see the Company as PairSoft Internal and the Contact as PairSoft Internal. However, Samuel Texidor actually created this ticket. There is no option to filter and see the tickets that are created by Samuel Texidor.​​​​  

7
mahendarsingh
1 year ago
Sanam Sam
Apprentice
Sanam SamApprentice

Agent availability report - 2024Future Consideration

We should have an agent availability report during business hours, which includes login time, logout time, total number of breaks taken, and the duration of each break. All this information should be consolidated into a single comprehensive report for better monitoring and analysis.

0
Sanam Sam
Apprentice
1 year ago
mskotko
Top Contributor ⭐
mskotkoTop Contributor ⭐

Concurrent LicensesFuture Consideration

Freshservice needs to start offering concurrent licenses. As Freshworks continues to expand in the Higher Ed market they need to realize that student employment makes up a large portion of the workforce. These part-time student employees typically work 10-15 hours per week and universities are being forced to purchase full licenses for them or break internal security policies using shared credential accounts to work around the issue. Concurrent licenses would solve this.

0
mskotko
Top Contributor ⭐
1 year ago
Apprentice
Lee MackieApprentice

Ticket List - Hide child tickets from viewClosed

In the filters available for the Ticket Lists, it would be beneficial to have the ability to hide child tickets, leaving on the parent tickets viewable.For example, we have monitoring tools that will create child tickets for duplicate issues, or issues with the same name. We do not need to view each one of these tickets as long as they are childed to their parent ticket (issue).

1
acceltom
1 year ago
Skilled Expert
Conor.lynchSkilled Expert

Schedule Change RequestsFuture Consideration

As FreshService defines a patch or update as a change, why can we schedule changes?What is IT Change Request? | Process, Best Practices - FreshserviceTaking Windows updates as an example, updates are released every 2nd Tuesday of the month. We should be able to schedule a change request to review and deploy these patches or other regular updates. I’m working around it by creating a service request to deploy updates and scheduling that, but updates are not service requests.

0
Skilled Expert
1 year ago
JoramP
Contributor
JoramPContributor

Multiple languages for Service RequestFuture Consideration

Currently, the Service Catalog only supports one language, which can be a limitation for users who speak different languages. 

3
Daniel Söderlund
1 year ago
JoramP
Contributor
JoramPContributor

Collaboration Feature for Approval ManagersFuture Consideration

Hello Freshservice Community,I’d like to propose an idea that could greatly enhance the approval process in Freshservice. Currently, approval managers often need to consult colleagues or project leaders before making a decision on a service request. This typically happens outside the platform via email or other communication tools, which can be cumbersome and slow down the process.What if Freshservice had a built-in collaboration feature for approvals? This could take the form of a chat function or an option to "Request Confirmation" from another colleague or project leader directly within the approval workflow.Benefits: Streamlined Communication: By integrating discussion capabilities, approvers can collaborate in real-time without leaving Freshservice. Faster Decision-Making: Reduced dependency on external tools like email means faster turnaround times for approvals. Improved Transparency: Keeping all discussions tied to the specific service request ensures a clear record of decisions and inputs. Enhanced Collaboration: Approval managers can easily involve project leaders or subject matter experts, ensuring better-informed decisions. Proposed Features: A chat or comment section directly within the approval request interface. A "Request Confirmation" button allowing approvers to notify specific colleagues for input. Notifications to keep all involved parties updated on discussions or status changes. A log of all discussions tied to the service request for reference. I believe this feature would make the approval process more efficient and user-friendly, enhancing Freshservice's value as a centralized IT service management tool.Looking forward to hearing your thoughts and feedback!

1
1 year ago
Letsdial
Letsdial

Elevate Your Communication with Letsdial MessagingClosed

Ready to upgrade how you connect with your customers? Messaging isn’t just about sending texts—it’s about creating efficient, reliable, and secure communication channels. Let’s dive into what makes next-gen messaging solutions the key to business success: Instant, Secure Delivery: No more worrying about whether your message will reach its destination. With encrypted messaging, every interaction remains private and secure. Global Reach, Local Touch: Whether across the street or across the globe, your messages will be delivered instantly, bridging distances with ease. Automated & Seamless: Automate communication flows, sending tailored messages based on customer behavior or time zones, all without manual input. Customizable & Flexible: Adapt messaging to fit your brand voice or the unique needs of your business. You’re in control. Actionable Insights: Access detailed analytics on message delivery, engagement, and customer response, allowing you to refine your approach for maximum impact. Ready to transform the way you communicate? With Letsdial’s messaging service, enjoy seamless, affordable international communication!Let's revolutionize customer service with Letsdial and Freshworks, shaping a more efficient future together!Best regards,Team Letsdialinfo@letsdial.com

0
Letsdial
1 year ago
Apprentice
IEM_LearnApprentice

Kanban app change: Edit code so ticket links can open in new tab/windowClosed

Problem: The FreshDesk Kanban app does not have any way to access a ticket from the board except the “edit” button. This button’s context menu does not allow the ticket to be opened in a new tab/window.The result is the user must leave the board entirely to edit a ticket. When the user re-opens the board, it  refreshes itself and no longer has the same ticket open. Change suggested: All ticket subjects are links to that ticket page, whether the ticket is open in a side panel or appears only on the board. All links must be re-coded so the context menu allows that link to be opened in a new tab or window.  

0
Apprentice
1 year ago
Shaine Chance
Skilled Expert
Shaine ChanceSkilled Expert

Last Modified Date ColumnClosed

I would have thought this would be standard but having a Last Modified Column should be made available.It’s important to know which tickets have not been worked on.This field should honour the same setting as Created Date. The automation we have that populates the custom field we have uses the systems timezone so you end up with two different date formats in the ticket view.

1
Apprentice
1 year ago
Skilled Expert
SnuffleRoeSkilled Expert

Trigger Workflow A from Workflow BFuture Consideration

I would like to have a way to trigger one workflow from another and my use-case is as followed.For some requests, the managers approval is okay, but others need a more advanced approval flow. I would like to create a Workflow called “Approval flow” and I would like to be able to trigger this workflow from other workflows.Now, I have one Workflow that categorizes all the Service Requests that come in from the Service Catalog and I would also like to include the requests for approval in that same Workflow. To be able to keep a clear overview in that one enormous workflow, it'd be great if I can just have an action trigger the “Approval flow” Workflow.

3
1 year ago
Skilled Expert
JohanBSkilled Expert

Show number of tickets in the Ticket ListFuture Consideration

In the Ticket List View, it would be beneficial to see how many tickets there are in each ticket list directly from that view. I know you can build Dashboards to show this, but adding it would expand the possibilities in the ‘Way of Working’ options in Freshservice.To illustrate:  

1
Skilled Expert
1 year ago
Apprentice
JP6senseApprentice

Limit Requestors to only internal employeesClosed

Currently, any individuals (internal employees or external people) who are sending requests to an internal alias in our workspace are being automatically added as a potential recipient from the drop-down menus.  Is there a way to restrict drop down form menus generally across our workspaces to be limited to internal employees? Thanks! 

0
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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