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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
Keiran
Contributor
KeiranContributor

Regex in Freshdesk FormsClosed

I really want Freshdesk to add Regex field types, this was basic functionality in Zendesk and I am really limited in how I can collate data without this as people use the wrong formats.

0
Keiran
Contributor
2 years ago
Contributor
SarikaContributor

Company column in default ticket viewClosed

 In the ticket list view, the company field is not in default view. If the agent clear the cache, the column is removed from the view. Is it possible to include ‘Company’ column as a default column in ticket list view? This way agent saves few clicks and have a look to the company column

0
Contributor
2 years ago
Contributor
SarikaContributor

More than one condition in the automation rulesClosed

As of now the automation rules have the possibility for one condition to be added, like shown in the screenshot below In order to have multiple conditions checked in one rule helps in avoiding creating multiple rules.

0
Contributor
2 years ago
Community Debut
A.GrundCommunity Debut

Fully automated asset management with InTune synchronizationClosed

Enhancement of the Freshservice Marketplace App “Intune” function so that remote devices in Microsoft Intune are also automatically deleted in Freshservice. At the moment, it is only possible to synchronize Microsoft Intune assets via the Freshservice Marketplace App “Intune”. Removed devices in Microsoft Intune tenants are not automatically deleted in Freshservice.

2
Community Debut
2 years ago
Skilled Expert
MDaviesSkilled Expert

Grant More Options To Control Onboarding/Offboarding Module Access For AgentsClosed

Note: This is potentially linked to this I would like there to be additional options provided for granting access to the Onboarding/Offboarding Modules based on various Conditions.Currently it is limited to your specified Requester and Agent Groups: With Requesters it’s fairly easily to automatically grant them this access by way of Conditions within Requester Groups which, in turn, grants Module access and visibility, but Conditional statements are not available for Agent Groups and therefore it is impossible to automatically grant Agents automated membership to an Agent Group.This means you must manually add an Agent to a specified Agent Group in order to provide access to these modules which adds steps to administration within Freshservice which, in this day and age, should be easier and automated. In summary, I think, at minimum, ‘Roles’ should be an available option to be granted module access via the Configuration page. Alternatively, more options be provided to control requests submitted via these modules:Such as:Edit all onboarding/offboarding requests Submit onboarding/offboarding requests  (this is to, at present, not require that an Agent be a member of a specific Agent Group and then be added to the Module’s configuration page just in order to be able to submit a request via the API)Hopefully my suggestions make sense and are worhwhile to others :)Thanks

0
Skilled Expert
2 years ago
Contributor
SarikaContributor

Possibility to create several tickets via the same formClosed

Is it possible to add multiple contacts when sending an email? This would result in the ticket being created multiple times, each linked to a different contact person. Essentially, it would send the same information to several contacts, creating multiple tickets. Is this something that might be considered for future Freshdesk functionality?The third party app or the proactive outreach is not a solution for us.

0
Contributor
2 years ago
Contributor
SarikaContributor

Adding the groups for agentsClosed

In order to adjust the groups for agent from Admin->Agent->Edit Agent, the old UI allowed selecting multiple groups simultaneously. With the new UI, one have to type the group name, select it, and then type the next group name. In short, only one group can be added at a time now. This change makes the process longer for supervisors when adding or updating agent groups.

0
Contributor
2 years ago
Contributor
SarikaContributor

Export possibility in Excel in Analytics sectionClosed

Analytics section has improved over the years however the possibility to download in Excel format is missing. It would really benefit if this can be added

0
Contributor
2 years ago
Contributor
SarikaContributor

Search result of Companies/Contact is consolidatedClosed

Search results of companies and contact is consolidated. Will nice to see it seprately

0
Contributor
2 years ago
Contributor
SarikaContributor

CES survey link validityClosed

As of now, the unanswered CES survey link is valid forever. Would like to have a configuration so we can define how long the survey link is valid, few days or weeks.

0
Contributor
2 years ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Associate software to IncidentsClosed

There needs to be a way to associate Software Assets to Incidents. I tried building a custom Applications Asset Type in the Assets catalog, but even if I create a “Used By” relationship with that object and myself, I still don’t see the software available to choose as an asset. This is a big blind spot, as most of our helpdesk/infrastructure issues are going to be software-related.   

0
mbackwater42
Top Contributor ⭐
2 years ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Option to let Requester schedule follow upClosed

A long time ago in a company far, far away, I used a plugin for our ticketing system (I think it was Timezest) that let the Agent provide the Requester with selected timeframes for a follow up call or remote session. Once the Requester selected a time it was added to the Agent’s calendars in the ticketing system and in Outlook. It was a super-helpful tool that I’m surprised isn’t more ubiquitous.Is this a functionality that could be built in natively, or could we get an integration with Timezest?Thanks!

1
Skilled Expert
2 years ago
Apprentice
jake.eApprentice

Custom object placeholdersFuture Consideration

I do not currently see a way to use information from the primary field, or additional fields in custom objects as placeholders in canned responses, automations, etc…This feature would be extremely useful, and I was surprised that it was not available.

4
2 years ago
Community Debut
NicoleDCommunity Debut

Leaderboard doesn't include Service RequestsClosed

HelloIt looks like the Leaderboard is only showing incidents and not service requests. Given that my organisation resolves more service requests than incidents, such as joiners, movers, leavers, hardware and software requests .. and each of these take time it would be great to get an option to include these on the leaderboard.ThanksNicoleD

0
Community Debut
2 years ago
Ratucker07
Apprentice
Ratucker07Apprentice

Allow Copy/Paste Address Specification from Other Email SourcesClosed

When copying Address Specification from another email sources, Freshdesk shows that email as an error. For instance, from my Outlook email forwarded into freshdesk, I attempt to copy “Jane Smith <jane.smith@email.com>” into the To line in a Freshdesk forwarded ticket, and am met with a red box around the address and a grayed out send button. If I remove the “Jane Smith” portion and only copy “jane.smith@email.com”, the email address works in the recipient field.  Unfortunately, that takes more time in a busy work environment.It would be beneficial for high volume forwards to be able to copy/paste the full Address Specification from other email sources into the recipient fields in Freshdesk.

0
Ratucker07
Apprentice
2 years ago
MichaelJM
Top Contributor ⭐
MichaelJMTop Contributor ⭐

Set default value for Time Entry fieldClosed

We have Time Entry required as a Closure Rule in our workspace, but would like to set a ‘default value’ that assumes all tickets take at least a set amount of time, i.e. 2 minutes, for ticket creation since you can’t start the time tracking during Ticket Entry. We also would like to have the ability to perform ‘first call resolution’ on tickets from the Ticket Entry field.I’ve searched a lot but haven’t found a way to pre-populate or make a ‘default value’ in the Time Entry field. In fact, Time Entry doesn’t exist in Business Rules or Automations at all.Is this possible? Are others using the built in Time Entry in Freshservice or is everyone else using third-party apps to track time?

0
MichaelJM
Top Contributor ⭐
2 years ago
Blair
Skilled Expert
BlairSkilled Expert

Capture actual URL where user creates Support ticketClosed

As a Freshdesk user I would like for the URL presented in tickets that are created by users from the widget to present the actual URL from the page where they clicked the widget and not just the base URL.When I click the widget from this URL:  https://harmonyhealth.rimsys.io/settingsI only get this URL in the ticket: https://harmonyhealth.rimsys.io It would be much more helpful to get the full URL and not just the base URL.  This was a native function in Zendesk that I just moved from.

2
2 years ago
Ratucker07
Apprentice
Ratucker07Apprentice

Allow Ticket Screen to Remember User Preferences on Screen LayoutClosed

Our users have requested the following areas stay expanded per their logged in user preferences.Canned Responses – Can this remain expanded or pinned as open when navigating between tickets so the end-user does not have to open for each ticket while working through high volumes? Forward Threads – Can the forwarded thread window open to full screen automatically instead of having to expand the size of the window on each forward to type a larger response? Show Quoted text – Is it possible to default the “Show Quoted text” to be shown automatically instead of hidden, with option to hide it if desired?When closing Freshdesk and reopening for a new instance, the desired effect would be for the window to remember the last preferred state.

0
Ratucker07
Apprentice
2 years ago
MichaelJM
Top Contributor ⭐
MichaelJMTop Contributor ⭐

Time Tracking on Ticket Entry ScreenClosed

I consider this a BUG but placing it here because this is becoming a workflow-inhibitor that doesn’t seem to be on the roadmap to address any time soon.Currently, there doesn’t appear to be any way to add time to a ticket without entering the ticket, then opening the ticket. Agents should be able to enter time (and resolutions, for that matter) on the Ticket Entry screen without having to go into the ticket. This would speed up workflow for my call-based agents immensely, as they are solving ticket while on calls, and the extra time needed to enter the ticket to add information is cumbersome.Ideally, the ‘Agent Ticket Entry Screen’ wouldn’t be a completely different screen and would instead look exactly like the backend ticket view, so they could enter all the details while on the call, resolve, add time, etc. without having to hit multiple screens.When Time Tracking is required - like we have it - it’s incredibly frustrating for an agent in the Ticket Entry to mark a ticket Resolved, then have the system not allow resolution. The error messages are not clear that a Time Entry needs to be added, and there is no ability to fix that from the Ticket Entry screen. 

0
MichaelJM
Top Contributor ⭐
2 years ago
speaktomrbharat
Community Debut
speaktomrbharatCommunity Debut

Recovery OptionClosed

The ability to recover an email that is deleted by an admin account will be something good to have.  For eg, if someone with a collaborator access deletes something that was sent to an user or added as a comment accidentally, an admin account should be able to recover the deleted post within 30 days. Something like a “recycle bin” would be a good to have idea.

1
mbackwater42
Top Contributor ⭐
2 years ago
Stellaniceshops
Contributor
StellaniceshopsContributor

Add some new placeholderClosed

It would be great to have some more placeholder such as: {{ ticket.agent.firstname }}{{ ticket.agent.title }}{{ product.name }}

3
Stellaniceshops
Contributor
2 years ago
Skilled Expert
MDaviesSkilled Expert

Enable Data Source Option For Custom User FieldsClosed

Note: Developed into an idea via this question here: When adding Custom User Fields, particularly on Agents, it would be useful if we were allowed to use an existing ‘Data Source’ type when setting these up: In my scenario it would prove useful when exploring the concept of a Primary Agent Group for all Agents where any Agent may be a member of multiple Agent Groups but you would like one to be their default Agent Group for Automation purposes.I am sure there are other scenarios that would benefit from this, particularly if the Data Source is set to a Custom Object table.Other Examples I can think of off the top of my head that could be more easily leveraged if Data Source was made available:Automatically set a Delegate for Approvals when an Agent is recognised as being Unavailable Automatically set an Agent as Unavailable when they are marked as being on leave via data in a Custom Object table Automatically assign an Agent’s tickets out to a wider Agent Group if an Agent is marked as on leaveWhat does everyone else think?

0
Skilled Expert
2 years ago
Shaine Chance
Skilled Expert
Shaine ChanceSkilled Expert

SLA Timeline for ticketClosed

HelloIt would be good to have the ability to see the timeline of SLAs against a ticket.For exampleTicket 12345:Start 10:00 04/10/2024Stop 11:00 04/10/2024Start 12:00 04/10/2024Stop 13:00 04/10/2024Violated SLA 14:00 04/10/2024Some of our SLAs vary per product/type of ticket so trying to determine when the SLAs were in play against a ticket by working through the activities tab is almost impossible. This is key to determine how we can improve our performance on meeting SLAs.

0
Shaine Chance
Skilled Expert
2 years ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Provide easy option to include link to Service Request forms in ticket repliesClosed

Similar to how we can quickly search, view and populate links to Solutions and Canned Responses on a ticket, I’d love to see the option to add links to Service Request forms.Example use case:We received an inquiry from someone in a new project manager role who wants to set up a Distribution group for their team, order equipment and request additional applications to support their work.  In responding, I want to point them to specific forms they can use to initiate each of these requests which flow to different teams.  Currently I must go to the portal and copy/paste each form link into my reply including formatting them nicely. Much easier would be an option I can click through to search for the appropriate Service Request forms and pop them into my reply all nicelly formatted already.

0
kpatterson
Top Contributor ⭐
2 years ago
zachary.king
Top Contributor ⭐
zachary.kingTop Contributor ⭐

Ability to Categorize Parent and Child Tickets of Employee Onboarding ModuleFuture Consideration

It would be extremely useful if we had the option to categorize the parent and child tickets from the “Create Tickets” step of the setting up Employee Onboarding in Freshservice. When creating or editing a ticket, we can identify Predecessor and Successor Tickets, set the ticket to a certain status on creation, and indicate fields that should be a part of the ticket. So if we could add the ability to select categories - subcategories - and items for tickets, it would save the need to build a workflow automator for each possible ticket.

3
Skilled Expert
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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