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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
DaveCo85
Apprentice
DaveCo85Apprentice

Send emails to third partiesClosed

A function to send emails to third parties (not agents or groups) when certain conditions occur (e.g. status change) would be useful

0
DaveCo85
Apprentice
2 years ago
MoShaikh
Apprentice
MoShaikhApprentice

Feedback/Proposal: Tracker AnalyticsClosed

At present, in Freshdesk there are no reporting that is available for Trackers. This seems rather moot when using the Tracker to link multiple tickets. e.g. no. of child tickets, duration open, efforts spent, total open trackers, total closed trackers, by category

3
mahendarsingh
2 years ago
helenjack
Apprentice
helenjackApprentice

Balancing Automation and the Human Touch in Customer SupportClosed

Hi everyone! I’m new here and excited to learn from this community.As customer support becomes more automated, I'm curious how other teams are balancing efficiency with the "human touch" customers still expect. Are there any tips, strategies, or challenges you’ve faced in keeping interactions personal while using automation tools?Thanks in advance for any insights!

0
helenjack
Apprentice
2 years ago
ITMike
Top Contributor ⭐
ITMikeTop Contributor ⭐

Notification for comments while in approvalClosed

Currently Freshservice suppresses workflow triggers from comments/replies while a ticket is in the awaiting approval stage.  This suppression makes it to where any questions asked by the approver and then answers submitted by the requester don’t notify the approver.  Automators don’t work because of the suppression feature. Asking for a feature to stop suppressing notifications or automating triggers when in the approval stage.  Example below:This scenario isn't for reminder purposes to approve an item, we do have that feature turned on and it does work as expected.  This scenario is for when the requestor adds a comment to the ticket either Ad-Hoc or in response to a question that the "approver" has asked.  Our approvers are missing information being given to them because nothing is notifying them that a comment/reply was added.  For instance, in the system ticket SR-XXXX. Approver asked the requestor a question and the Requester replied in the ticket.  Since I'm just the approver and not "assigned agent" of the ticket or part of a "assigned group" the approver is not being notified that the comment was added.We use approvals for every service request and in most cases multiple times per service request and quite often a conversation takes place, we are having a lot of misses and delays because the approvers aren't being notified.  Some of them have 20/30 approvals and I can't ask them to go through each individually to look for responses.

0
ITMike
Top Contributor ⭐
2 years ago
Apprentice
kevin.vanhesscheApprentice

Detailed Assigned AssetsClosed

Being able to distinctly see what type of asset is assigned to each user, I understand many people assign specific names to an asset to be able to see what it is, but in my company that is not the case. I can also understand many others could see the benefits of this. 

0
Apprentice
2 years ago
Apprentice
kevin.vanhesscheApprentice

Quick Set PropertiesClosed

I would like to see the possibility to custom change the properties on the right hand side of each asset to be able to change some of them to be more relevant and once that is done to change them on the spot instead of having to enter the asset each time.  

0
Apprentice
2 years ago
Skilled Expert
Michelle GreenSkilled Expert

Split Tickets on Creation when multiple requests in one ticketClosed

We have an issue where clients are putting multiple requests in their initial request and some need to be classified to have automations run. It would be good if you could split a ticket from the original request so the ticket can be classified correctly.

0
Skilled Expert
2 years ago
Apprentice
jthomas1360Apprentice

Attach PDF to Auto ResponseClosed

When responding to a customer with AI or Auto response, the platform needs to ability to add a PDF should the customer need to fill out a standard template/form, contract, or give them a whitepaper to help them with their inquiry.

1
2 years ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Allow reordering of fields in On/Offboarding tickets!Closed

When building onboarding and offboarding tickets, we’d like to have more control over what order information is displayed. As it stands now, when adding fields to the tickets, those fields are grouped together according to the type of field instead of in the order they are on the On/Offboarding form (though I have seen it come up in that order before as well). To do this, we have to click the “Add Fields” option several times, adding whatever we need in top-to-bottom fashion until we have all the fields we want in the correct order. It is needlessly time-consuming and a terrible way to do this. A better option for this would be to allow the re-ordering of fields once they are added to the ticket. A simple grab-and-pull handle, or even a Reorder button as you have implemented in other places in the Freshservice platform, would be awesome. Please consider this idea, as this is really slowing down our process when our Employee Journey ticketing needs evolve. 

0
mbackwater42
Top Contributor ⭐
2 years ago
Contributor
Full Fibre FanaticContributor

Bulk email from Tracker ticketClosed

We will be using a tracker ticket that individual tickets will link to when we have a significant customer affecting issue. I like the fact that a broadcast message can be posted on all the individual linked tickets. The broadcast message can be converted to an email to the customer on an individual ticket.What would be amazing would be the ability to broadcast an email reply to the customer of every linked ticket that is triggered from the tracker ticket. Our use case being that we could send mass incident updates via email to the customers who have submitted tickets. An automated ticket closure option as the final message is sent would also be useful.

0
Contributor
2 years ago
Mahdi.abuhait
Contributor
Mahdi.abuhaitContributor

SLA Consumption Tracking by AgentClosed

The current SLA (Service Level Agreement) system in Freshservice tracks the overall time taken to resolve a ticket but does not provide insight into how much of the SLA was consumed by individual agents who handled the ticket. This can lead to a lack of accountability and visibility when multiple agents are involved.Proposed Feature: SLA Consumption by Agent BreakdownThis feature aims to track and report the SLA consumption per agent on a ticket. When a ticket is handled by multiple agents, the system will calculate and report how much of the total SLA time was consumed by each agent during their ownership of the ticket. This will help provide a more detailed view of team performance and individual contributions.Key Features: SLA Time Tracking Per Agent: The system will automatically track the time each agent has ownership of a ticket. The SLA will be split and calculated per agent. For each ticket, a detailed log will show the duration the ticket was with each agent and how much SLA time was consumed during their ownership. Ownership Transfer Handling: When the ownership of a ticket is transferred from one agent to another, the SLA timer for the current agent stops, and it resumes for the next agent once they take ownership. The system will ensure the remaining SLA time is recalculated correctly for the subsequent agents. SLA Consumption Report: A new reporting feature will show SLA consumption by agent, detailing: Total time the ticket was in each agent’s queue. The percentage of SLA consumed by each agent. Total SLA time used up by the team in resolving the issue. Enhanced Accountability: By assigning SLA consumption to specific agents, it will improve accountability and allow teams to identify bottlenecks, inefficiencies, or areas for additional support or training. Integration with Current SLA and Reporting Tools: The feature will integrate with the existing SLA and reporting systems, allowing users to generate reports that compare SLA performance between agents. Custom filters can allow users to sort tickets based on the highest or lowest SLA consumption by specific agents. Use Case Example:Ticket #12345 was handled by three agents: Agent A owned the ticket for 2 hours (consuming 30% of the SLA). Agent B owned the ticket for 4 hours (consuming 50% of the SLA). Agent C resolved the ticket after 1 hour (consuming 20% of the SLA). In the final report, you can see exactly how the SLA was split across each agent and identify if one agent consumed more time than expected or if another agent quickly resolved the issue.Benefits:Improved Visibility: Managers can see who contributed to the SLA consumption and pinpoint where delays are occurring. Fair Evaluation: Agents will be evaluated more fairly based on their actual contribution to the ticket's SLA, not just the final resolution. Better Resource Allocation: The data can help reassign tickets to the right agents or improve response times based on historical performance.

1
2 years ago
jsynotte
Apprentice
jsynotteApprentice

Stop developping Freddy CopilotClosed

This morning, we’ve received this notification Seriously, with ChatGPT, Copilot and Apple Intelligence, why we would invest in a tool like this one. We want a tools that help the IT work and manage their ticket and Asset Management, but since Freddy arrived, most of the time we hear about AI and not enhancement of the base of Freshservice.Please develop the tool to help your users and stop wanting us to pay more and develop only that tool

1
Cowabunga
2 years ago
JEM
Contributor
JEMContributor

Allow multiple agents to be assigned on a ticket or taskClosed

I am not sure how this works but we also have a need for this functionality.  

0
JEM
Contributor
2 years ago
Contributor
hewittmatthew85Contributor

Watcher notification email templatesUnder Review

There's no way to configure the watcher notifications, which is very limiting as we wish to customise their content. 

9
Skilled Expert
2 years ago
Contributor
Sylvain LebelContributor

Webhooks on Hourly triggered automationClosed

Hello,Webhooks cannot be triggered by Hourly triggered automation. We should be able to trigger Webhooks for these automation, just like ticket creation or ticket update.

0
Contributor
2 years ago
Apprentice
a.bergmannApprentice

Watcher's notificationsClosed

Hi,notifications sent tot watchers should use the email templates.Arne

9
alyssia.correa
2 years ago
mrioux

Microsoft Intune FreshDesk AppClosed

Hi Currently Freshservice has an app that works with Intune that allows us to set app protection policies and apply it to the app. As a business we cannot allow sign in to the Freshdesk app until there is a Freshdesk app that works with Microsoft Intune in the same way as customer information is stored there. It would be nice if this was available as we have many requests from business leaders for this app. 

0
2 years ago
Apprentice
msatherApprentice

Make text in screenshots searchableClosed

It is common that screenshots of error messages get added to tickets for documents. It would be nice to have FreshService extract the text in those messages and make it searchable so if the error message comes up again, we are able to search for it and those tickets will pop up even if the text isn’t documented in the notes.Option B: Have a text box or tag for “Error Message” where you can manually write the text in so you can just search through error messages to find tickets easier

0
Apprentice
2 years ago
Apprentice
shellyApprentice

Ability to add text box to the formClosed

I was surprised to find that I cannot just add a plain text box to the ticket form to add some context or information. This can easily been done on Monday.com so surprised its not available today.

0
Apprentice
2 years ago
Apprentice
shellyApprentice

Add CC as a field to export out of ticketsClosed

Currently the only way to export out the CC contacts for a specific ticket is only possible on an account export which displays in xml. It would be very helpful to add CC as an exportable field so that we can see not just the requester but everything they CC. 

0
Apprentice
2 years ago
Community Debut
TimMalhansCommunity Debut

Asset Agent Discovery UpdatesClosed

Hi, I have raised this as a potential feature request but i would like to share. Currently the normal behaviour of a discovery agent is to take the hostname as the asset display name and if the hostname is not present then the computer name is taken into account.The Asset properties have two fields both Display name or name and hostname. I have suggested the agent maps computer name on a device to display name/name and host name to the hostname field. This should make common sense to map the related fields from devices.

0
Community Debut
2 years ago
Skilled Expert
stuartwilkieSkilled Expert

Change the label on the Forward option from ticket for collaboratorsClosed

It would be really useful if we could customise the label on the Reply, Forward, Add Note buttons - collaborators only see the Add Note and Forward options, where Forward is misleading in its context.Simply Write message would make more sense; given they can include anyone in the the to field

0
Skilled Expert
2 years ago
Skilled Expert
stuartwilkieSkilled Expert

Update post statusClosed

A useful feature would be the ability to update the post type after adding. For example - the ability to promote a private post (one which came from a contributor - but was also sent to the client) should be possible to mark as public so that it can be seen in the portal. Otherwise, it is a confusing experience that they have had contact which then to them doesnt appear to be tracked

0
Skilled Expert
2 years ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Allow automatic update change board membership used in Change AutomationsClosed

We have a prescribed change management process that is handled via automator to two unique cab boards separately. If we add a user to any of the cab boards, we have to manually update the users that approvals are sent to, as the list doesnt populate automatically.  Having an ability to either select to exclude members instead of declare them in the automation or an option to always include all members would reduce administrative workload for admins.

1
DanielRuff
2 years ago
Contributor
SarikaContributor

OOO auto reply - 'Customer responded' StateClosed

The OOO auto reply check in automation rule works as intended. The ticket status doesn’t get changed to Open.However the state field shows ‘Customer responded’. As it’s an email from customer, the state will be shown but updating the state doesn’t help the agents. The reply is not what agents have to follow so improvement is appreciated

2
Contributor
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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