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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
mhallSkilled Expert

Explain what triggered an automation through ticket activitiesFuture Consideration

Those of you that have been with Freshdesk for a few years might have noticed that on the activities page of a ticket, it used show you exactly what triggered an automation (it would show you the rule and the keyword or email domain etc). This was extremely helpful and should be brought back as it helps you hone in on if you automation needs to be adjust. Example of how it looked:  If I have an automation that looked for my name (Mike) and assigned it to group 1 System executed an automation Mike Rule Properties: Description contains “Mike”Assign to Group 1

2
Skilled Expert
1 year ago
SarahOHare
Community Debut
SarahOHareCommunity Debut

Fresh Service Ticketing System - Outlook Reaction AutomationClosed

Greetings! I have a separate CRM system that sends out message to graduate program applicants about the status of their application, but this CRM system is connected to the email that is also connected to my Fresh Service Ticketing System. Recently, I have noticed that applicants are using Outlook’s “reaction” emoji feature to “respond” to the CRM email. In a funny turn of consequence, this emoji reaction ends up opening a new ticket in my FS Ticketing System. If there isn’t already an existing automation to attend to these instances, this might be an interesting idea to build and share with FS users. Please let me know if you are already aware of a fix for this problem, and I can share that information with my institution. Thank you kindly! Sarah O. 

5
ITMike
1 year ago
Contributor
keith_11877Contributor

Show company/contact notes while viewing ticketClosed

The /Contacts tab allows you to enter notes and/or background information for a company/contact. So far I can't see this being of much use since you have to enter the contact/company view to see them (which reduces their utility).This feature request is to have these visible on the Tickets screen (including New Ticket)  and display the company/contact information. For example a note like "Don't ever ask if it's plugged in!!" isn't much use unless it's visible on the ticket. 

13
Top Contributor ⭐
1 year ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Add includes to blackout window criteriaClosed

When creating a blackout, you are only able to select a single value.  Our use case here is that we have four different change types; two of which are not allowed during a holiday blackout window. This means that two blackout windows will need to exist when a single could work via doing includes/does not include as criteria instead of is/not.

0
Medic1334
Top Contributor ⭐
1 year ago
rene.winter
Apprentice
rene.winterApprentice

Reply to Third-Party MailClosed

Hello, my Company is using Freshdesk as our ticketing system for our customers since we switched from MS Dynamics NAV.Freshdesk offers a lot of cool things, but we are missing a crucial thing so far. It happens a lot of time that we get some mails from third-parties concercing some of our common customers. When we get the mail we have to change the contact through the ticket details but then we cannot reply to initial contact easily.  We would like to request something like that:When you get an email/note, you have an extra button for replying to this note from this sender. Not only the forward option where you have to fill in the email adress.As an extra it would be awesome if you can see the email adress in the added note. Thanks for your time and Feedback.If you have any questions regarding my idea, just hit me up :)

0
rene.winter
Apprentice
1 year ago
Skilled Expert
MDaviesSkilled Expert

Enable Very Low Priority Option In Priority MatrixClosed

As per ITIL guidelines (https://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Priority#Incident_Priority_Matrix), could a Very Low Priority be added as an option (so not enforced and not changing anyone’s existing Priority Matrix setings) to the Priority Matrix for Low Impact/Urgency Tickets? 

1
Skilled Expert
1 year ago
jusellis
Apprentice
jusellisApprentice

FreshDesk Analytics - Sorting, Date RangeDelivered

I’d like to see a feature that allowed me to sort metrics by either ascending or descending order.Right now, it defaults to ascending order but I want the biggest problems to be at the top and work down.I submitted a ticket because I wasn’t able to figure out how to do it and then found out it’s just not a feature that’s available. I’d like to be able to manipulate these charts more by both name and number and sort order/direction as well as the ranking that already exists. 

7
Amrit Mishra
1 year ago
Contributor
kristi.dennisContributor

Analytics Graphs LayoutDelivered

I want to be able to see my Graphs in analytics in a different order. Right now, all graphs put the smallest number of tickets included on the graph parameters in the most prominent place, I want to see highest number of tickets first but there’s no way to change the order the information is shown in. When all I want are totals for the sake of totals, it’s fine. But it doesn’t work for all things.   Use case: The orange bar graphs are meant to show “top issues” but it starts with the “issues” that have the smallest number of tickets attached - this is counterproductive since the top of the list should be the biggest issues. The people I report to really don’t appreciate that the info they are most interested in is on the bottom of the graph and that they have to work their way up the list - it’s just a little silly. 

5
Amrit Mishra
1 year ago
Top Contributor ⭐
RobCrossTop Contributor ⭐

Company Health Score - Available As A FilterClosed

Against a company, we can set the health score against each customer, but I don’t have the ability to filter on that field in the list.It would helpful if we could specify what fields we see on the company list view screen, and also filter on all fields available on the company record.

0
Top Contributor ⭐
1 year ago
guidelagui
Apprentice
guidelaguiApprentice

Onboarding to create TASK and not ticketsUnder Review

Hi,When we use the employee onboarding it create 30 different tickets for a new employee.Can we change this to 1 tickets and 30 task under it.Create 30 tickets is really not a good way to do for this as some task are mandatory to previous one.We are able to do it using our own flow but we loose the interface where manager can add or approve different things in the process.

9
1 year ago
Apprentice
M.FranzenApprentice

Enter [Today] in date fields on automationsClosed

We’d like to be able to enter [Today] into automation date-fields. Arithmetics would expand that feature even moreThat way we could implement an automatic reopening on a specified date in the ticket.Say, the customer is out of office until date X and the ticket should reopen on that day. Or I want to specify a deadline (like a new hire, dated event etc.) and want the ticket to reopen 2 days before.I’m sure, there are many usecases that would benefit from this feature. 

2
BSJFW
1 year ago
caleb
Apprentice
calebApprentice

Outlook OOO/Working Hour Sync with Auto AssignFuture Consideration

In large enterprises, some teams are comprised of multiple shifts that would qualify as one Agent Group.To route tickets to on-shift individuals, multiple agent groups need to be created, or the agents/supervisor need to remember to turn off auto-assign availability.It would be great to either have a shift manager (like on-call but for incidents/requests) or to sync with Outlook to ensure tickets are being auto-assigned based on the working hours and when the user is not out of office.

1
Medic1334
Top Contributor ⭐
1 year ago
Apprentice
HajarApprentice

Generate an invoice in freshserviceClosed

I would like to know if generating invoices in Freshservice is possible and, if not, when this feature is expected to be released.

1
Medic1334
Top Contributor ⭐
1 year ago
Skilled Expert
MDaviesSkilled Expert

Enable Method To List and Update Templates via APIClosed

Originally logged here:I think it should be possible to be able to list, search and update Ticket and Change Templates via the API and reference Templates in subsequent API requests.This could enable the creation of Templates, in bulk, via API calls which would take out a lot of the manual work involved in replicating Templates across Agent Groups and organisations which have many Workspaces.In particular my organisation would find this particularly useful when logging Changes via a Pipeline, with the correct Change Template pre-populating multiple fields with the correct data.Another scenario would be where Scheduled Workflows would run at regular intervals which automatically generate Tickets based on an existing Ticket Template that contains all the correct initial placeholder field data for an Agent to then add to.

0
Skilled Expert
1 year ago
Skilled Expert
MDaviesSkilled Expert

Allow 'Resolution Note' Field To Be Displayed In Requester PortalFuture Consideration

I think it would be worthwhile, in some cases, for the Resolution Note Field to be able to be made visible to Requesters when viewed within the Requester PortalResolution Note Field when viewed from within the Agent Portal Resolved Ticket Example when viewed from within the Requester PortalThis would be of particular benefit for a Requester if the Resolution Note field contains a suggestion of what they might need to do next or to act as a reminder of what was done a previous time if they were to raise, for example, a recurring Incident. Currently, Resolution Note manipulation is only available within Business Rules for Agents, for example:So perhaps this could be expanded to Requesters as well.

0
Skilled Expert
1 year ago
Kaley White
Contributor
Kaley WhiteContributor

Export underlying analytics data with interactive filters appliedDelivered

I’d like to export an analytics widget’s underlying data with the interactive filter applied. For example, if an interactive filter selects certain users only, then I only want to export the data for those users.

2
Amrit Mishra
1 year ago
hcous
Apprentice
hcousApprentice

Customisable week start and end date in feshdesk reportsDelivered

Would be great if i could change the default start day of week to Monday as apposed to Sunday in freshdesk analytics and reports. especially for chart widgets!

5
Amrit Mishra
1 year ago
Skilled Expert
MDaviesSkilled Expert

Expand The Available Search OptionsFuture Consideration

The available Search filter/criteria options are currently very good but, I think, there is some room for improvements to help narrow down or improve your search results from the offset.The ‘Resolution Notes’ field Ticket, Change, Problem and Release Tasks Tickets → Incidents, Service Requests, Major Incidents Actions/Activities (example; by a particular Agent or Requester)

0
Skilled Expert
1 year ago
Skilled Expert
pproostSkilled Expert

Extend Scenario Automation functionalityFuture Consideration

Hello,I think a nice feature would be if “Scenario Automations” would also allow you to edit a ticket’s subject line and let you use ticket placeholders. We for example have a scenario for changing a ticket to a service item, sometimes customers wrongly submit a ticket for something which should be a service. When then execute a scenario to change some ticket properties and add some tags. We would also like to be able to rename the ticket subject to: “RFR - {ticket.subject}”

0
Skilled Expert
1 year ago
Apprentice
Andy-ChambersApprentice

Todo Reminder e-mails need to go to ticket Agent or GroupClosed

When you create a ToDo in a ticket the e-mail reminder needs to go to the agent assigned to the ticket at the time. We often pass tickets between us, but the reminders are going to the person that created the todo not the agent or group assigned to the ticket.

0
Apprentice
1 year ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Action1 integrationClosed

I would love to see an integration with the Action1 platform. This is the last step in us automating a lot of our processes. We can likely use their API for now, but a native integration would be preferred. Thanks!

0
mbackwater42
Top Contributor ⭐
1 year ago
Contributor
SarikaContributor

Ticket templates searchClosed

Only number of ticket templates are visible in one page. With the number of ticket templates growing over years, it will be nice to improve the page like it was done for canned responses.To begin with search in templates section can be added. 

0
Contributor
1 year ago
Contributor
SarikaContributor

Able to create new role(s) for the CollaboratorClosed

As of now, the default role created is assigned when the collaborator is added from the ticket notes. Is it possible to create a new role, which can be set as a default role not the one that is default now.

0
Contributor
1 year ago
Contributor
SarikaContributor

Printing a ticket: Oldest is on topClosed

If the order in ticket details page conversation is newest at the first but that logic is not followed when printing the ticket. The oldest communication is at the top. Is there a way to change the order when printing the ticket?

0
Contributor
1 year ago
Contributor
SarikaContributor

Different color for private note and forwarded emailsFuture Consideration

As of now, the private note and the emails that are forwarded are same color. Also, all replies from the external person that is either copied in or forwarded to, the reply says only private note. As an improvement, would it be possible to have different colors so for agents its easier to spot with color and not to look into each note.

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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