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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
Felipe Rocha
Apprentice
Felipe RochaApprentice

Mark message in chat.Closed

Mark message in chat.Today on WhatsApp we can select a message and respond to it and this function does not work on WhatsApp chat.For example, when you go to reply to someone and respond on top of the message

0
Felipe Rocha
Apprentice
1 year ago
Felipe Rocha
Apprentice
Felipe RochaApprentice

Tagging peopleClosed

I would like to request an improvement to Freshdesk In outlook with @ we can mark and add a person in the TO or Forward field and in the desk we do not have this option

0
Felipe Rocha
Apprentice
1 year ago
Apprentice
aschaeferApprentice

Better attachments viewClosed

It would be nice to have a preview and overall better experience for attachments on a ticket. I don't want the item to open a new tab in my browser every time I click on an attachment in a ticket.

3
julia.a
1 year ago
Apprentice
michael_20484Apprentice

Picture in Picture reply boxClosed

Hi team,Not sure if this idea has ever been proposed or explored but would it be possible to develop a "picture in picture" style reply box. Where the reply box for a ticket scrolls with your screen. This would be useful when replying to a ticket with a long email chain, instead of scrolling to the bottom, typing part of a response, scrolling back up to a particular part of the email and scrolling back down to the bottom to continue response.A non-essential or urgent feature but just some food for thought that some people might find usefulCheers,Mike

2
threewheelbike
1 year ago
Skilled Expert
SnuffleRoeSkilled Expert

Create new permission to create a Solution without publishing permissionClosed

I would like be able to grant some of our agents the ability to create solutions, but not give them the permission to publish them. I want only IT Supervisors to be able to publish them.

1
Skilled Expert
1 year ago
Skilled Expert
SnuffleRoeSkilled Expert

Option to change the ticking clock after SLA violated to show office hours overtime instead of actual hours passedClosed

Our working hours are very straight forward. We work from 8:00 to 17:00. We don't drop what we are doing midway at 17:00, but we will finish things up at the point and try to move to the next day what we can. Of course we try to solve all tickets before the SLA is violated, but we're not going to work overtime for ticket where the SLA is violated. When we report about tickets with a violated SLA we report about amount of business hours breached. I would like to have the option to change the clock ticking in the top right to show the amount of office hour it has breached the SLA instead of the actual time has passed since resolution due time.At the time of writing, I would like clock to say 32 office hours over due.

0
Skilled Expert
1 year ago
Skilled Expert
SnuffleRoeSkilled Expert

Disable or remove Reply button from ticket viewClosed

In an attempt in our organization to move away from Outlook as the main communication method (I know, long and troublesome road), I would like to remove or at least disable the option to send a reply in a ticket. Our idea is to only work with public and private notes and if we need to ask a question to the requester and we require an answer, switching the status to “Wait for requester” will send an e-mail to the user with the last public comment and a link to the ticket for them to add a new public note with the answer. I already have the mail ready as a disabled Workflow, I'm hoping to be able to get rid of the reply button.I know there is already a default E-mail notification for when a comment has been added, but we decided to disable that mail, because we want requesters to look at the ticket in FreshService if they want to see the status. We only want to have such a mail sent if we require an answer.EDIT: I can't edit the title, but I want it to say “Option to disable or remove the reply button from ticket view”

0
Skilled Expert
1 year ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Require a public note as a closure ruleClosed

If left to their own devices, some of our agents might never add notes to their tickets. It would be nice to have a closure rule mandating a public (or private) note be added to the ticket in order to close it. Thanks!

3
Daniel Söderlund
1 year ago
Active Contributor
David ErnstActive Contributor

Ability to Search for TASKS by TASK NumberFuture Consideration

It would be helpful to be able to search for TASKS by Task #.  

1
Skilled Expert
1 year ago
Apprentice
ethebeesApprentice

Improvements to relationship type naming (Backed Up By/Backed Up By, Uses/Owned By)Closed

We’re currently utilizing relationship mapping as a feature to monitor various services. Overall, it’s actually a really awesome experience. We’ve just come across a couple of confusing relationship types that feel they could be improved upon. 1. Backed up by/Backed up byThe first of these two is the “Backed Up by” relationship type. Surely this should be similar to the “Uses/Used by” relationship type, providing a “Backed Up by/Backs up” naming scheme for better clarity. 2. Uses/Owned byThis one also feels a bit off. Surely this should be “Owns/Owned By” rather than “Uses”, as this terminology is used in multiple other relationships and could be pretty unclear. These are just a couple of minor improvements that would increase the clarity of the relationship types. I also don’t know if it would be possible, but the possibility to edit the default relationships could also be helpful, in case a company has specific terminology they wanted to use rather than the default. This might not be possible, but is just an extra idea.

0
Apprentice
1 year ago
caleb
Apprentice
calebApprentice

List or Workaround Invalid StringsClosed

Fresh Service does not seem to allow copy-pasting of Linux file paths in form fields, instead raising a permissions error. I know this is likely a directory traversal safeguard but impedes our ability to add script snippets to notes or documentation./etc/hosts/etc/passwd/etc/passwd-/etc/shadow/etc/shadow-/etc/group/etc/group-It would be nice to have a list of invalid strings to avoid raising tickets when the permissions error is raised, or to have a workaround implemented so we don’t have to modify these paths in our notes.

1
adamhahnderson
1 year ago
Contributor
cefangmanfoley

Per Requestor and Per Agent Email NotificationsClosed

It would be really nice to be able to control all email preferences per agent and per requestor. We have some automated systems that email in alerts for tickets, and we don’t want it to every reply any system emails to those.We also would like agents to be able to pick if they want email notifications or not for each category vs. it being a global setting. Everyone has different preferences. 

1
Skilled Expert
1 year ago
apronier-pigment
Active Contributor
apronier-pigmentActive Contributor

Action Button Integration with 3rd Party Apps in FreshserviceClosed

Add an action button in the Freshservice ticket interface to interact directly with integrated third-party applications (e.g., MDM solutions). This feature will improve efficiency by enabling technicians to execute specific actions without leaving the ticket interface. Technicians handling tickets in Freshservice will have access to context-specific action buttons linked to integrated third-party apps. For example, if Freshservice is integrated with a Mobile Device Management (MDM) system, a "Lock Device" button could appear in the ticket interface, allowing the technician to lock a device directly from the ticket. 

0
apronier-pigment
Active Contributor
1 year ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Ticket fields by WorkspaceFuture Consideration

The “universal” ticket fields, we find, are not applicable to all workspaces. Specifically, the Status and Category fields are too limiting for some workspaces. Are you able to make these customizable per Workspace instead of a “one size fits all” approach? Thanks!

0
mbackwater42
Top Contributor ⭐
1 year ago
Apprentice
martinj_ukApprentice

Update Auto Email Feature to be enabled for selected 'Groups'Closed

The Auto E-Mail functionality within Freshdesk is a simple Off/On.An improvement should be made to the functionality to allow you to select which ticket ‘Groups’ (or other ticket variables) the Auto Email functionality can work on.The Change will allow Auto Email to carry out First Response on non critical cases, customers without contracts SLAs and engineers to handle manually tickets that need a more human touch.In it’s current form the feature is very limited

1
Sujitha Dhanaseelan
1 year ago
ChrisVizlib
Contributor
ChrisVizlibContributor

pinned notes please!Closed

I have seen the closed topic from 4 years ago with suggestions that don’t exist. Please allow to pin a note to the top of a ticket so that we can keep an updated summary for clear visibility and understanding of long running tickets for example. This seems to be very simple to implement and such a common feature to have in a ticketing tool. 

5
1 year ago
Apprentice
fwalterhouseApprentice

Looking for a way to have a consolidated "board view" with status lanes that includes both tickets and tasks from projects in a single viewFuture Consideration

We have groups that have both tasks assigned on various projects that also get assigned tickets on the ticket side of Freshservice. For agile discussions it would be very helpful to see both tickets and project tasks in a single “board view” based on the status of the task / ticket. To date, I have not seen a delivered way to create such a view, but thought I would check to see if that is possible and, if not, if there is anything on the roadmap that might allow that type of consolidated view. 

0
Apprentice
1 year ago
Laura002
Apprentice
Laura002Apprentice

How Can We Leverage Global Perspectives to Enhance Customer Support StrategiesClosed

In the modern, interconnected world, understanding diverse perspectives is becoming crucial for creating effective customer support strategies. Cultural nuances, communication preferences, and unique customer needs play a huge role in delivering excellent service.I recently came across an interesting resource, Global Ethnicity, which highlights the importance of cultural identity and diversity. It got me thinking—how can we apply such insights in our customer support processes to better cater to a global audience?Do you incorporate any specific cultural training for your support teams? Are there tools or best practices you recommend for managing cultural diversity in customer interactions? How does your team ensure inclusivity in their approach?

0
Laura002
Apprentice
1 year ago
Apprentice
GrummelFabianApprentice

Remind Agents for Time TrackingClosed

We all know it, sometimes during busy days we can forget to track our time in the tickets.Therefore it would be nice to send a weekly reminder to the agents with a list of their tickets where no time was tracked yet.

0
Apprentice
1 year ago
BSJFW
Contributor
BSJFWContributor

Ability to Import and Export Ticket Category FieldsUnder Review

Allow for categories to be uploaded using a CSV format, and likewise be able to export them for editing and maintenance. At present, each category, sub-category and item have to be input independently, dragged up and down (arranged) one by one, and the process is quite tedious. The biggest issue is having to consistently scroll up and down especially if you have a large number of sub-categories or items. It’s not practical at all. 

6
JEM
1 year ago
Skilled Expert
MDaviesSkilled Expert

Scheduler ImprovementsClosed

Hi everyone,Aside from the numerous Ideas that have already been suggested related to the Scheduler which have not been taken on board I’d like to suggest some others.Visual representation of the Scheduler at the momentWithin the Scheduler I think you should be able to:Preview the Output or Appearance of the resulting Ticket of a a Scheduled Task Test/Manually Trigger a Scheduled Task

0
Skilled Expert
1 year ago
Skilled Expert
bzentnerSkilled Expert

Agent auto-assignment based on Work ScheduleFuture Consideration

Have agent auto-assignment recognize when an agent is associated to a work schedule and only assign tickets during the hours configured for that work schedule. As of now, if I have an Agent Group associated to business hours of 8a-8p and I have an agent associated to a Work Schedule with business hours of 9a-6p, that agent will still be assigned tickets during the entire time the Group’s hours are configured for. Having the agent set themselves ‘Out Of Office’ is a very poor work around and configuring a workflow when you have overlapping shifts is kludgy. 

0
Skilled Expert
1 year ago
Contributor
cwithersContributor

Sort Solutions by date created/modifiedClosed

When I go to Solutions and see the list of All Solutions, I would like columns for Date Created and Date Modified so I can quickly see what's been recently added or edited.If there's already a way to do that, then please let me know.Thanks!

1
mbackwater42
Top Contributor ⭐
1 year ago
Skilled Expert
martin.jSkilled Expert

Ability to sort Solution Article Folders AlphabeticallyClosed

I know we can manually re-order the folder list within Solutions, but could we add the option to auto sort alphabetically?

1
mbackwater42
Top Contributor ⭐
1 year ago
Contributor
pricejaContributor

Solution Sort OrderClosed

I would very much like the display of solutions on the portal to be sorted via the number of "likes".  This would ensure that the most popular solutions are displayed to customers on the portal automatically.Failing that I would like to be able to run occasional reports on the number of "likes" per solution (by category/folder) so that we can at least manually sort them.Actually - the second option would probably be better.  That way we do not automatically have highly popular, but very old, solutions presented all the time.  Manually sorting once a month is ok but having a mechanism to report on what is popular so we can make those decisions is needed.

3
mbackwater42
Top 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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