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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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Apprentice
brynkApprentice

Sort SolutionsClosed

I would like to be able to sort or reorder the solutions.

4
mbackwater42
1 year ago
Skilled Expert
MDaviesSkilled Expert

Agent Portal Customisable AppearanceFuture Consideration

Hi all,I think we should be able to publish our own ‘Themes’ under Appearance: This could perhaps be integrated as an enhancement within the Agent Portal Branding area:Perhaps the feature could allow the Administrator to use the Light or Dark Theme as the basis for their new Theme.I believe it would also be beneficial if you could set various Themes as the default on a per-Workspace basis as well.I don’t think the customisation options available per Theme necessarily needs to be vast; perhaps we could start small and provide the following initially:Logo Menu Colour Background ColourBy no means an urgent improvement but one for the future certanly.What does everyone else think?

0
Skilled Expert
1 year ago
Contributor
BowmanCoContributor

'Now' Button For Time/Date SelectorsFuture Consideration

Please add a ‘Now’ button for all date/time selectors in FreshService that automatically populates the field with the current date/time.  This will save a lot of time when scheduling changes/releases that need to be applied immediately and to assign end-dates by changing date-only when time is not important.Thank you.

2
Daniel Söderlund
1 year ago
Apprentice
kat.stinson1Apprentice

API call to associate pre-existing ticket with another pre-existing ticketFuture Consideration

I see the "create a child ticket" API call which creates an entirely new ticket as a child of another ticket, but it would be great if there was an API call to associate a pre-existing ticket as a child with another (pre-existing as well) ticket. We have a service request for Pre-Employee Offboarding (which lets IT know a little bit sooner than the offboarding is fully processed by HR) for the purpose of litigation holds on an account, and it would be nice if I could link this to the offboarding ticket via API once the offboarding request is created (via API from Workday)

0
Apprentice
1 year ago
Apprentice
kcrandx1Apprentice

Closure Rule - Condition: Resolution NoteFuture Consideration

Hi All,Our organization would benefit greatly from a Closure Rule condition requiring that a Resolution note is entered before a ticket can be closed. This feature would help ensure that every closed ticket includes a clear explanation or summary, enhancing consistency and transparency in our ticket resolutions.Thanks!

2
Skilled Expert
1 year ago
Apprentice
ethebeesApprentice

Issues with Offboarding and Onboarding with Workflow Automator, and Workspace SettingsClosed

We’ve been using Freshservice for a while now and earlier this year adopted Onboarding and Offboarding, in which we utilize Workflow Automator to automate certain aspects of what we do. Because of this, we’ve noticed multiple issues. Dependent Fields (Onboarding) We’ve noticed that in Employee Onboarding, it’s impossible to access the lower levels of a Dependent Field. Currently, we use one so that our HR team can notify us of a new member’s department, but can only access level 1 of the dependent field. Unlike in a Service Catalog Item, there is no dropdown to select level 2 or 3.Dependent field when viewed via the “Employee Onboarding” section of the placeholders menuDependent Field when viewing from the “Service Item” section of the placeholders menu Paragraph Fields (Offboarding)Paragraph fields are inaccessible through the offboarding section of the placeholders menu. User being offboarded dropdown (Offboarding)When trying to select information about the user being offboarded, only the email property is accessible. This is unlike the usual dropdown selector, where you can select the name or the email. Because of this, our HR team needs to input the name and the email separately, even though in both offboarding and service requests, this could be done with just the one dropdown field. As a matter of fact, why aren’t all user properties selectable via this dropdown, such as the manager? This would be incredibly useful for Workflow to have access too, without needing to create an API request that filters users down based on email matching the offboarding dropdown’s email (/api/v2/requesters?email={{email_variable}}). Workflow Automator's in Workspace SettingsWhy is it that when viewing Workflow Automator via “Global Settings”, that it won’t show anything other than global workflows? Surely this should show all workflows across groups, with them categorised based on which Workspace they belong to. This is actually exactly how it works when you’re viewing from a Workspace’s Workflow Automator settings, with the ability to view either your Team’s Workflows, or the Global Workflows.Workflow Automator when accessing via Global Settings. Surely this makes administrating the helpdesk harder, since you can’t see every Workspace’s workflows?Workflow Automator when accessing it through a Workspace. Any advice on these things would be nice, for example, are there ways around these issues? Are there plans to fix the issues with the Automator any time soon?

0
Apprentice
1 year ago
CVerrier
Apprentice
CVerrierApprentice

Workflow Automater - Action to create a ticket or service requestFuture Consideration

We have some regular tasks that have to be performed across the IT estate.ExamplesCheck the waste toner containers in the printers and replace if needed - monthly Perform a colour calibration on the MFDs once a quarter Replace the batteries in UPS units every couple of yearYou get the idea…Workflow Automator can be set to run a scheduled workflow against an asset record (for example) and send a reminder email, but I’d prefer if I could add an action to generate a new ticket or service request to do those jobs - to ensure they don’t get missed.

1
1 year ago
Ryza
Apprentice
RyzaApprentice

Ability to have a ticket be created when an article review date is reachedUnder Review

As a company we are looking to utilise the solutions feature of Freshservice but are finding that it is easy to miss review dates. Only having one author is a single point of failure so we want to have a way to generate tickets off of the back of an article hitting its review date. This means we can alert an “article review group” to ensure we do not miss any articles being drafted automatically, it has been problematic in the past that articles are drafted as soon as their review date is hit.

2
kpatterson
1 year ago
Apprentice
JessicaCorcoranApprentice

Make the service catalog items display the same for users as it does for agentsFuture Consideration

When agents request an item in the service catalog, the item shows more detail than it does for a user.The description text is expanded by default and the “request for someone else” is visible.When users request the same item, they must click “read more” on the description text (which sometimes they do not realize is available). They must also click “Place Request” before the “request for someone else” is available. Please consider changing the UI so that it matches for both agents and users.

0
Apprentice
1 year ago
Skilled Expert
MDaviesSkilled Expert

Improve Canned Response EditorClosed

I think there is room for improvement within the Canned Response editor primarily with regards to formatting options (or the lack thereof)  I think these features, if made available, would prove quite helpful:Format sections of text in to Paragraphs, add Headers and/or place in to Code snippets or Quotes Ability to choose your Fonts Embed a Table

1
kpatterson
1 year ago
Apprentice
Alan HApprentice

Global Widget StylingFuture Consideration

Having the option to set some of the basic styling for widgets one time and have the system apply it to all widgets created would be a huge time saver. The basic styling pieces would be enough:Opacity Background color Border Color Radius Weight Font family This could be similar to how you are able to set ‘Report Filters’ and once added you can select the checkbox that says ‘Apply to all metrics in this report’. In this case, it could say ‘Apply to all widgets in this report’. This would save a ton of time on reports that have multiple widgets that span across multiple pages. 

0
Apprentice
1 year ago
Skilled Expert
sbj

Support EU keyboard shortcutsClosed

Today if you have a european keyboard, you cant type ~ for closing a ticket - because on a european keyboard its a combined shortcut, not a single button on the keyboard.

1
Skilled Expert
1 year ago
Apprentice
Sabine AApprentice

Ticket View LayoutClosed

When we have new Agents in FreshDesk, and they login for the first time, we wish they have the “Table view” as the default view for tickets. As the same time, our agents have to have the possibility to change their view to the desired: Table or Card (as our Agents can now).So we want to be able to have a option, where we can choose the Table view as default (mostly for new agents) and NOT the Card view (which is default from FreshDesk as it is now).Thank you.

0
Apprentice
1 year ago
Apprentice
dobsonlApprentice

Contracts associated to DepartmentsFuture Consideration

It would be great to assign contracts to departments so that these can be reported on by department. We have multiple contracts with the same supplier but they are for different departments as our departments are the schools we support. At present there is no way to see what school the contract is for and then say that it is due for renewal.

0
Apprentice
1 year ago
summer
Apprentice
summerApprentice

Is it possible to add a prominent reminder when the SLA is about to expire?Closed

The current reminders in the ticket list and ticket details are not very eye-catching and the Agent cannot quickly notice them. There is no display in the dashboard that the SLA is about to expire. Currently, there are only eye-catching reminders when the SLA is exceeded. Can the product team be asked to have a similar function when the SLA is about to expire? 

0
summer
Apprentice
1 year ago
dooop
Apprentice
dooopApprentice

Bot Pack/Bot Sessions PoliciesClosed

Hi,We have a customer who feels disappointed against Bot Packs/Bot Sessions that purchased during an ongoing subscription end up being forfeited upon renewal. Can this feedback be reviewed? because this kind of feedback often we find from other customer Aswell. Thanks

0
dooop
Apprentice
1 year ago
Skilled Expert
RobinHenSkilled Expert

Create Business Rules for Problem TicketsFuture Consideration

 Hello, I would like to start using the Problem Management module in Freshservice.In order to setup the Form which agents needs to complete, I want to hide some of the default Fields which we don’t use to keep the form as clean as possible. e.g.: we only want to use the “Due Date” and thus are “Planned Start Date” & “Planned End Date” & “Planned Effort” redundant Within the “Form Fields” menu I don’t have the option to hide or delete them as they are default. We had a similar issues for Ticket and Change forms, but there we had a workaround via “Business Rules” to hide the fields.However, It seems impossible to create Business Rules for Problem Ticket  Cheers,Robin​ 

1
1 year ago
JirkaN
Apprentice
JirkaNApprentice

New email/ticket continuous savingClosed

It has happened more times than I'd like to admit: I'm sending a lot of new emails on a daily basis and one too many times have I accidentally clicked on a bookmark, or I just went back in history and the progress I made to my ticket (new email) gets deleted (or it doesn't get saved rather) unlike when replying to a ticket, where I can go back and forth, and since it gets saved automatically, I don’t have to worry about losing the text I just wrote. I would really like to see automatic saving being added to the creation of new tickets and emails as well, as, at this point, I don't know if it makes me mad or sad that I lost the whole email due to a missclick.

0
JirkaN
Apprentice
1 year ago
iyurchenko
Apprentice
iyurchenkoApprentice

Chage the default first day of the weekDelivered

It would be nice to be able to change the first day of the week within Freshdesk. Currently it’s Sunday, but in many countries around the world Monday is considered the first day of the week. So currently we can’t use any weekly metrics in analytical reports, because the weeks within Freshdesk do not correspond with the weeks we live by.

5
julia.a
1 year ago
e.c.kane
Skilled Expert
e.c.kaneSkilled Expert

Show values on reportsDelivered

It would be very helpful to be able to have the option to display values on a report e.g. a month on month line graph, permanently rather than on mouseover. This means reports are more easily shared outside of Freshdesk. Example - this report would be easier to read and more meaningful to others if the values were just displayed.  

2
Amrit Mishra
1 year ago
Skilled Expert
Tyne.gartonSkilled Expert

Round Robin Toggle Feature EnhancementUnder Review

We’d like to see an enhancement made to the round robin where the toggle feature is unique to a specific group, so that when they are toggled on/off in one group they aren’t simultaneously toggled on/off across all other groups they are housed under. Having this functionality will enable users to work across multiple groups with more flexibility. 

0
Skilled Expert
1 year ago
acarmona
Apprentice
acarmonaApprentice

Show total count on the bar graph report in Analytics.Delivered

Hello, in Analytics module, you can use many graphics but the number are hidden unles you hover the mouse cursor over the graphics. We think could be more usefull to show  total count on the bar graph report in Analytics. Thanks in advance.

3
Amrit Mishra
1 year ago
Apprentice
AlyxLApprentice

Unassigned tickets in bold textClosed

I would like the option to have all unassigned tickets show up in bold text in the ticket queues. Often another team will receive a ticket and reply to the customer, which makes the ticket no longer ‘new’, so it’s not bold anymore. Then they will pass the ticket along to my team, and because it’s not bolded I sometimes don’t notice it. Other teams with much larger ticket queues are much more likely to miss these tickets, and I’ve had to do a lot of extra follow-up. If unassigned tickets were in bold (or if I had the option of enabling that), then it’s much less likely that any of our agents would fail to notice them.

0
Apprentice
1 year ago
Skilled Expert
MDaviesSkilled Expert

Workflow Automator - Add a 'Solutions' ModuleFuture Consideration

I was looking at the Solutions area in Freshservice today and thought “wouldn’t it be great if we could perform automations involving Solutions articles?” So with that in mind could we please have a Solutions module added to the Workflow Automator?Example logic/use cases in Event Based Workflows would be:Event: When An Article Is Published / Updated Condition: Article is in Category <select from category list> Action: Send Email Notification to <Agent/Agent Group/Specific Email>Example logic/use cases in Scheduled Workflows would be:Run on a schedule Condition: Article was last updated <days> ago Action: Send Email Notification to <Agent/Agent Group/Specific Email>This is just scraping the surface of the eventual possibilities.  There could be logic involving the ‘Helpful’ / ‘Not Helpful’ metrics as well, for example.I realise this could be achieved via an external process leveraging the Freshservice API but it would be great to have this out of the box!

6
zachary.king
1 year ago
Contributor
martrevisanContributor

Change Management - Add Note To - to include all users not agents onlyFuture Consideration

Change Management - Add Note To - to include all users not agents onlyCurrently the add note within the change management function includes only Agents. It would be so much more useful to include all registered users since sometimes you need to notify some requesters as well. At the moment you would need to type in the whole email address which is very time consuming and more prone to human error.

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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