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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
MichaelJM
Top Contributor ⭐
MichaelJMTop Contributor ⭐

Execution Logs for Basic Workflow AutomationsFuture Consideration

I have a lot of basic Event > Condition > Action workflow automations in our workspace, but none of them show in the Automator ‘Execution Logs’ - it was explained to me that the Execution Logs don’t actually show Logs of when the Automations were executed, but instead are used to debug errors in some nodes of workflows. It would be nice to be able to see a log of ALL automations run, what tickets that ran on, etc. 

1
1 year ago
JTAVOLARO
Top Contributor ⭐
JTAVOLAROTop Contributor ⭐

scheduler optionsFuture Consideration

why are the options in the scheduler so limited?why can’t there be an option for biweekly, quarterly?

4
1 year ago
juan.freshtech
Apprentice
juan.freshtechApprentice

Add Option to Ignore Mandatory Fields in WorkflowsFuture Consideration

It would be highly beneficial to have an option within workflows that allows administrators to ignore mandatory fields. This feature could either be a selectable option within each workflow or set as a default option, where workflows bypass mandatory field validation. This would streamline workflow execution, especially in scenarios where certain fields are irrelevant to specific processes or when bypassing them can save time and reduce repetitive input.

0
juan.freshtech
Apprentice
1 year ago
Skilled Expert
ggallawaySkilled Expert

Multiple Status PagesFuture Consideration

We would like to have multiple status pages within a single workspace. In IT we have many services however they may have different audiences. For example, we may have services related to our branch network or services related to a specific line of business like a loan origination system. By having multiple status pages for a workspace, we could provide customized status pages based on the needs of a particular audience. 

0
Skilled Expert
2 years ago
Contributor
kevinl-stcuContributor

Filter Asset FiltersClosed

The filters section of Assets is rather cluttered with certain asset types selected. It would be nice to be able to select which filters are available/default on the right-hand side flyout menu. Trying to interact with anything at the bottom, especially date fields is very tedious and not an enjoyable experience.  

0
Contributor
2 years ago
davidfite
Apprentice
davidfiteApprentice

group specific agent limitationsClosed

I have a few different groups that we use in FreshDesk. Lets use two of the basic groups that we use, support and billing. I would like to have the ability to make group specific limitations based on role. For example, I would like a role to be assigned to an agent that gives them access to do basically everything in the “Support” group, but be able to restrict access to certain things within the “Billing” group. I want my support agents to be able to view and even add notes and what not to the billing tickets, but I want to restrict their ability to close the ticket in the “Billing” group, I only want certain people to be able to close “Billing” group tickets.The only thing I have found so far would limit their ability to close tickets in any group, which is not what I need.

0
davidfite
Apprentice
2 years ago
Apprentice
rlaveryApprentice

Ability to export Knowledge Base (Solutions) Documents as a PDFFuture Consideration

Hello,I think the ability for a client to export (into a PDF) information (/articles) contained in the 'Solutions' section woud be a great feature. FunctionalityAllow a user to create a downloadable PDF of content contained within the 'Solutions' section of Freshdesk.Users clicks on Create PDF buttonThe user can select which sections of the Knowledge Base they would like to have included in the PDF. The selection process can mirror the 3 level hierarchy already established in the platform. The PDF is downloaded directly to the users computer or an email is sent to the user containing the PDF. ExampleA great example of a company that has this type of feature is HelpIQ (link)Business Application: A good example of why this feature would be useful is if a client only needs to access (/learn) about certain parts of the platform. They could create a PDF that contains only the information they need to review. Several of our larger clients like having the ability to export as a PDF because they prefer print versions of the Knowledge base documentation. Thanks!

43
2 years ago
Apprentice
AndreaVApprentice

Being able to add complete details when adding an agent, including assigning to groups.Closed

When adding a new agent, it would be helpful if we could assign them to groups and set up their permissions during the initial setup, rather than having to add them first and then update permissions separately. This would streamline the onboarding process and save time.

0
Apprentice
2 years ago
Skilled Expert
ErikAlmSyneritySkilled Expert

Make conditions for Onboarding kits available for all stakeholdersFuture Consideration

Hi,Currently Freshservice allow you to define multiple stakeholders in the onboarding module. On of the most common use cases is that HR starts with some basic info and then hand over to a manager. However the onboarding kits that is configured can only be conditioned against the field values from the first stakeholders form making the contribution from the manager in abode use case irrelevant. This forces customers to ignore parts of their defined processes and make the manager be the first stakeholder. The identified stakeholders: The HR manager form: The Reporting manager form:The fields available for conditioning the onboarding kits, it’s clear that the field “Equipment type” is missing:At least in the Nordics the reporting manager has valuable contributions to what access the new joiner should have but cannot contribute in the above setup.I hope this is something that others feel are useful and could see would benefit developmentCheers,Erik Alm

2
msconfig87
Top Contributor ⭐
2 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Business Rules: Show form validation on entryClosed

Currently, business rule form validation shows an error message only if the requester clicks on submit.It would be much more convenient if the error message would appear below the affected form field, same as if the data type is entered wrongly.Example: Data type errorform validation via business rules 

2
Skilled Expert
2 years ago
Skilled Expert
ErikAlmSyneritySkilled Expert

Allow dynamic sections for drop down fields for data sources in service items and form field managerFuture Consideration

Hi,It would be very useful if Freshservice would allow dynamic sections for drop down fields for data sources in service items and form field manager. Currently this is only supported for custom drop-down fields:As soon as I add the below field the “Add Dynamic sections” button dissapears:  As can be seen below: Having data sources but not being able to utilize the core benefits of the form elements is not making it easy for customers to achieve their use cases. They are prone to store custom data in all their fields and cannot utilize the data sources to their advantage including custom objects that should be included in this feature.Cheers,Erik

2
msconfig87
Top Contributor ⭐
2 years ago
Mukesh Yadav
Apprentice
Mukesh YadavApprentice

Customer Support Portal Upgrade with Assigned Asset My DevicesClosed

There should be an option on the Requestor/Customer Portal where the requester or end user can view the device currently assigned to them by the IT team.

2
kpatterson
2 years ago
Apprentice
tom.bushApprentice

Insert Solution Article as a note using a WorkflowClosed

It would be very helpful if the contents of a solution article could be added to a ticket as a note via the Workflow Automator. Similar to the way that you can manually do this on a ticket via the Solution Article button when adding a reply or note. For example, a workflow that when a specific service item is requested, the related solution article is added as a private note so that the agent has the relevant details available in the ticket.  

2
kpatterson
2 years ago
Active Contributor
MalteActive Contributor

Service Request fulfillment - Assign location during fulfillmentClosed

Hi there,when fulfilling a service request, in the asset details Department and Used by are automatically assigned to the user or can be changed during the process.The field for Location is missing and has to be updated manually in the asset itself after fulfilling the request.This causes unnecessary work for updating the asset again and may cause missing information. 

2
kpatterson
2 years ago
David Pietrs
Skilled Expert
David PietrsSkilled Expert

Option for bundled service items to only be submitted as child ticketsClosed

We’ve been using bundled service items for some of our more complex business processes. The parent child relationship has been really usufual for our service requests that require a lot of different work from multiple teams across the org.It would be extremely beneficial to us if we could make the child service items only available in the parent service item. I have to create a lot of different portal customizations to hide the child service items to prevent the requester from being able to submit the child service items individually. Even then it causes some errors with the portal search feature. 

1
kpatterson
2 years ago
chrisg
Community Debut
chrisgCommunity Debut

Add Private Notes to Supervision RulesClosed

This idea surfaced 8 years ago but has received no love. Is there any chance the devs at Freshservice can add the ability to create private notes in a ticket when a supervisor rule is ran?

1
kpatterson
2 years ago
JEM
Contributor
JEMContributor

Custom Object usage for Field ManagerClosed

We need the ability to use reference custom objects as a data source for a custom dropdown fields in the field manager. 

2
kpatterson
2 years ago
JEM
Contributor
JEMContributor

Create Tasks without the need for a ticketClosed

We need the ability to create tasks independent of tickets in FS. I would like to track all of my work in FS, including tasks that do not require a ticket or project. 

1
kpatterson
2 years ago
DavidEK
Apprentice
DavidEKApprentice

Sort functionality for Search on the Customer PortalFuture Consideration

It appears Freshdesk does not have the ability for a customer to “Sort” their search results, either on the home page or on the search results page. Sorting is a basic function for most result lists and should have a ticket opened to add this functionality on both pages.My suggestion would be a way for the Administrator to configure their customer portal for the initial search on the home page. For example, I would like those search results to return initially from newest to oldest as I’m utilizing knowledge base articles, of which, I would like the newest articles to show first. Then if the customer wants to execute the search and move to the search results page they then can choose how they want the results to be listed: Date Order, Alphabetical, or Relevance. Screenshots attached for visibility of the pages. 

0
DavidEK
Apprentice
2 years ago
Skilled Expert
djb_83Skilled Expert

Freshservice Discovery Agent to record Cellular data via WMIClosed

Freshservice discovery agent to pull cellular information from Windows clients from WMI.https://learn.microsoft.com/en-us/windows/client-management/mdm/devicestatus-csp#cellularidentitiesInformation to be displayed as a component, and ideally able to be interrogated via the Freshservice API to assist in cellular reporting.

0
Skilled Expert
2 years ago
ushay
Apprentice
ushayApprentice

Multiple custom policy per account so that we can have multiple redirects_url to freshwork portalClosed

Freshwork currently supports one custom policy per account, allowing us to have a single redirect using SSO that directs customers to the homepage. It would be beneficial to provide the option for multiple redirects using SSO login. To clarify, for example, one link could redirect customers to the homepage after SSO login, and another link could redirect them to a different page within Freshwork, perhaps to create a new ticket. Currently, it's possible to have either one or the other, but not both.Or let me know if I am mistaken please guide me through how to achieve this

0
ushay
Apprentice
2 years ago
Apprentice
leifraskApprentice

Freshdesk needs the ability to highlight and redact PII, and have it permanently removed from Freshdesk servers for compliance with GDPR and other regional regulations.Closed

In Freshdesk you should be able to highlight any text and permanently redact it. This is required to remove PII and other sensitive data from further storage and distribution, in compliance with GDPR and other regional data protection regulations.The Freshdesk inbuilt and recommended app for redacting credit card information is insufficient as PII and sensitive data can take many forms, e.g., name, email address, phone number, social handles, usernames, health conditions, ethnicity, business card, company, company role, date of birth, physical address, etc., relational data which could identify a person, e.g., relationship to a product.Users should be able to view a single ticket page in Freshdesk and highlight any text, picture or attachment in the thread and redact it (black it out, or remove it). There should be no need to split and edit tickets and re-merge them to achieve this.

0
Apprentice
2 years ago
Apprentice
Jaden StuartApprentice

Round Robin only on newly created TicketsClosed

We’d like to have the Round Robin feature that assigns unassigned tickets to available agents only work on incoming tickets. Can that be submitted as a Feature Request?

0
Apprentice
2 years ago
Apprentice
jordan11376Apprentice

Freshdesk - Freddy Co-Pilot Resolution GeneratorClosed

It would be lovely if the Resolution Generator that is accessible in Freshservice was available for Freshdesk with the Freddy Co-Pilot. We provide support on complex issues only to find we are providing support for the same issue for a different requester months later and having those resolution notes would be beneficial. 

0
Apprentice
2 years ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

CAB Meeting ScheduleClosed

I noticed that my first CAB meeting of the year dropped off my calendar. I have an on-going CAB meeting every Thursday at 2pm that I host. As I was scheduling the meeting for 2024, I noticed that the “Repeat On” values leave something to be desired.Take my CAB meeting below:Example CAB MeetingWhen you get to the Repeat On section, I tell it I’m interested in Thursdays every single week - this is great, but then we get to the Ends section.Maximum amount of occurrences is 24 - Why? This doesn’t even cover half of the year (the maximum allowable integer is 24) Calendar option only goes to July - a little further, but again, why?Calendar Option only goes to JulyI need an option that doesn’t end - something where I can say the meeting is on-going and doesn’t end - we do it every week of the year.As a CAB manager, I shouldn’t have to re-create this meeting twice a year - I understand that’s not a lot, but I feel like this is probably low hanging fruit - it should be easy to allow a meeting to be on-going.

1
zachary.king
2 years 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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