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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
MISOperator
Community Debut
MISOperatorCommunity Debut

allow service catalog asset association like incidentsClosed

Allowing the usage of asset association like is done for incidents would be very helpful.  All tickets no matter the designation should have that ability.I’ve got to believe this is an oversight as I cannot fathom a reason why this isn’t allowed already in service catalogs if attachments can be associated by options designated.  Having to now use the asset dataset in a dropdown that doesn’t associate the asset, only let’s you search on name of asset and encompasses all assets is clunky to say the least.  The best option is already there for incidents and just needs a little tweak.Good reasons:-Incidents allow the asset association automatically-Incidents allow this to be auto filtered on your own assets or in “other assets” as “in use” by, location, product, etc if performing for others-Align all ticket types with the same familiar options no matter the interface being used-Auto associates assets chosen to the ticket-Onboarding/offboarding would work so much better as they are built off of service catalogs and not incidents.  Allowing requesters to easily pick items in locations or for the “requested for” entities

0
MISOperator
Community Debut
2 years ago
Daniel Söderlund
Top Contributor ⭐
Daniel SöderlundTop Contributor ⭐

Bring your own encryptionFuture Consideration

Hello, Security has been on the everyone’s mouths for a long time and I think even more with talks about AI. I think a good way to save guard your data would be with “Bring your own encryption” Bring your own encryption - Wikipedia Nothing that Freshworks offer today but if we like this they have to put it on the table.   What do you guy’s think of this ?@zachary.king @msconfig87 @afautley 

3
zachary.king
2 years ago
Contributor
Sylvain LebelContributor

Transfer on scenario automationClosed

Hello,Some of our tickets require an expertise from people outside Freshdesk. Processing for these tickets include to forward them to third party expert, as well as other standard actions. Our agents ask for a scenario that could forward tickets to an external adress but so far, only automation can do such thing. The issue with automation is that it requires a predefined trigger whereas a scenario can be manually triggered.Could we expect the addition of a forward action to scenario (similar to the forward available in automation) in a coming release ?

0
Contributor
2 years ago
Andreas Kotlewski
Apprentice
Andreas KotlewskiApprentice

Timed Actions - set a date, close a ticket, ticket reopens at date automaticallyClosed

Timed Actions - set a date, close a ticket, ticket reopens at date automaticallyThis should be a easy thing, isn’it it? I know there’s already a paid alternate but we all arealdy paying for freshworks. So..

1
2 years ago
Skilled Expert
MDaviesSkilled Expert

Add Link To Parent Ticket In Tasks ViewClosed

 When viewing a list of Tasks, could we please change the behaviour of the ‘Parent’ Column so that it is a Link to each individual Parent rather than being just a list of static numbers? 

0
Skilled Expert
2 years ago
Contributor
Sylvain LebelContributor

Delivery to these recipients or groups is complete, but no delivery notification was sent by the destination server.Closed

Hello,We get reccurent error message ‘Delivery to these recipients or groups is complete, but no delivery notification was sent by the destination server.’. They systematically create tickets upon reception.Issue is that these messages are not about undelivered mail but about missing notification only. These notifications have no value and create a lot of noise and confusion for agents. They could be deactivated by toggling off a parameter at mail server level ; or Freshwork could improve the ticket creation logic to prevent agent backlog to be polluted by these tickets.

0
Contributor
2 years ago
Contributor
Sylvain LebelContributor

Allow special characters in linksClosed

Hello,When a ticket containing a URL link is created using the Widget, any special character whithin the link is modified in the ticket, making the link useless. If an URL link can be added in the description of a ticket, it should be kept untouched by Freshdesk.

0
Contributor
2 years ago
artpal
Apprentice
artpalApprentice

Solution for SMTP error in Office 365 support emailClosed

There was a few threads about problem with Office 365 mailbox used as support email. In “Both” in/out mode with Office365 mailbox you can see error about SMTP after successfully authorization. All threads in forum are closed without resolution.This is not a Freshdesk error, but Office365 configuration issue. You need one fix in Office 365 Admin panel:https://docs.microsoft.com/en-us/exchange/clients-and-mobile-in-exchange-online/authenticated-client-smtp-submissionUse the Microsoft 365 admin center to enable or disable SMTP AUTH on specific mailboxesOpen the Microsoft 365 admin center and go to Users > Active users.Select the user, and in the flyout that appears, click Mail.In the Email apps section, click Manage email apps.Verify the Authenticated SMTP setting: unchecked = disabled, checked = enabled.When you're finished, click Save changes.  

1
2 years ago
Apprentice
Melissa.MoranApprentice

Comment Ordering In TicketsClosed

It would be great if we had the option to order comments in tickets where the most recent was first so that we did not have to scroll all the way through old comments to see the most recent update.

0
Apprentice
2 years ago
Contributor
scott.willettContributor

Relationship NotesClosed

I've found while using relationships it would be good to add a small note to a relationship, perhaps a field to a relationship type.One such example would be if you had a relationship "connects to" between a switch and a server and you want to describe the particular port the device is connected into along with tagged VLANs. I understand there are much more complex ways to perform this.

4
alyssia.correa
2 years ago
Simon from Pymble
Top Contributor ⭐
Simon from PymbleTop Contributor ⭐

Approval Request email templates / customisationClosed

The ability to have multiple approval email templates OR being able to customise the approval message inside a Workflow automator means you can send off more information to the approvers in the initial request, rather than relying on them to go the SR online.Use case:We are doing lots of work with approvals built-in to workflows. It works in practice, but the Approval email people get is‘generic’ and links them to the SR being requested. Providing the approver more information and making it easier at the same time is never a bad thing.We have found that you can customise the single approval email template quite well, but then it might not be appropriate for other approval types.

1
Skilled Expert
2 years ago
Active Contributor
stephan14xActive Contributor

Add more options for Scheduling Tickets, for example for Microsoft Patchday / Windows Updates / Patch TuesdayClosed

Hi,Since forever Microsoft is releasing important updates on the second Tuesday of each month.Everyone in IT has its own processes build around this Patch Tuesday to ensure that these Updates are deployed.Scheduling Tickets should support triggers for specific days of a month (repeating each month) and additional offer the option to offset from this specific day of the month.So for example, as we are in Germany, we start on the day after the second Tuesday of a month, but that is not necessarily the second Wednesday of that month.So I need an option to schedule ticket creation X Days after the second Tuesday of a month.And as other Software vendors might have other schedules, this needs to be as flexible as possible. This is so basic IT service requirement and I think a lot of users could use this feature.Please make it happen soon. Thanks Stephan 

0
Active Contributor
2 years ago
RavMark
Apprentice
RavMarkApprentice

Sync Agent Availability Between Mobile and Web PlatformsClosed

The title more or less sums it up. I would love to see a feature that syncs agent availability between the mobile app and the web app. In our current system (Smartertrack), we frequently encounter situations where staff forget to log out at the end of their shift, which causes issues for availability tracking. It would be incredibly helpful if marking oneself as unavailable in the mobile app would automatically update their availability status in the web app. I am honestly surprised that it doesn't already. Why have the option if it doesn't sync? 

0
RavMark
Apprentice
2 years ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Allow Requestor Groups to be used in sending approval requests via workflowClosed

We would love to see the option of specifying a Requestor Group when sending approval requests from a workflow.We don’t want the complexity of creating a custom object. We already have requestor groups created It is easy to see what groups a requestor is in when off-boarding so really simple to check that groups will stil have members when someone leaves avoiding orphan requestor groups and therefore orphaned approval workflows. 

0
kpatterson
Top Contributor ⭐
2 years ago
Community Debut
Martin Schmidt FHCSCommunity Debut

Add User Principle Name (UPN) to Discovery AgentClosed

The discovery agent in Freshservice Asset Management is used to automatically detect assets and fill the asset details into the Asset Management database. To automatically assign the detected computer to the last signed in user, the username must be matched with an existing requester.Discovery agent is retrieving the “last login by” value as the “Windows Logon Name” but not the User Principal Name (UPN). Without the UPN an automatic match against existing requester email addresses is not possible.My idea is to include the UPN of the last logged in user in the discovery agent. This would enable us to easily auto-assign computers to users in a workflow, avoiding manual assignments.

0
Community Debut
2 years ago
Active Contributor
Paul123321Active Contributor

Ticket Summary field, with or without FreddyAIClosed

I would like to be able to use the ticket summary field, with or without FreddyAI  

1
julia.a
2 years ago
Contributor
UlfroContributor

Recurring tickets on year to yearClosed

It is necessary to be able to create recurring tickets on a year to year basis. New regulations in Europe (especially DORA) require organizations to perform certain activities every year on a recurring basis. Today we don’t have the option to select yearly in the dropdown list when creating a recurring ticket. Please add “Yearly” in the drop down list.

1
2 years ago
Apprentice
HDd.JohnHApprentice

CAB MeetingsClosed

CAB Features enhancementsCAB MeetingWhen going back in Change Calendar the Summary is specific to the CAB for the chosen date.  If you scroll back in the Change Calendar now and select an older date it shows the current Summary not the Summary from that date When running a meeting, it would be useful to see previous CAB comments in relation to a change Once a change is in ‘Pending Review’ there might be multiple reviews across multiple CABs so would be good to capture the CAB reviews with the dates and times of those CABs When putting together the CAB it would be useful when you add the entries to the Run Schedule these entries by default are in ascending Change Id order Also in generating the CAB it would be useful to have a Section heading i.e. when we run our CABs we process the changes in the following order Changes awaiting approval Changes that have been previously approved and awaiting to be actioned Changes that have been action and have not been completed i.e. expecting more action as part of the change

0
Apprentice
2 years ago
Contributor
UlfroContributor

Show picture in Custom Fields - Content FieldClosed

It would be very beneficial if it was possible to show a picture in Custom Fields in a Service Request. I suggest that the functionality to be added in the Content module in Custom Fields.

0
Contributor
2 years ago
Skilled Expert
maghedSkilled Expert

Requester vs. Agent visibility of Service ItemsClosed

HiPlease introduce a capability to filter visibility for Agents in similar ways as for Requesters. Using Agent groups as filter is not enough for our organization because we need to filter most Agents visibility based on information like Location and Department and also do this automatically in the same way as for Requesters. Using agent groups to represent information like location etc is not a feasible solution. Suggestion: Add a visibility filter based on “All users” and allow that to be filtered based on user location/department etc.

2
2 years ago
Apprentice
matt_10718Apprentice

Allow editing of options in Priority field in FreshdeskClosed

The Priority field in Freshdesk has fixed options, which I understand are hard coded and cannot be changed.It would be useful to be able to amend / add / delete these options.

0
Apprentice
2 years ago
abateson
Community Debut
abatesonCommunity Debut

Add ability to communicate with associated incident requesters through the problemClosed

There is currently no way to mass communicate with associated incidents of a problem that is not either a workaround or a solution. When we have large problems with hundreds of associated incidents this becomes very problematic. 

1
ASHill
2 years ago
mfedele
Skilled Expert
mfedeleSkilled Expert

Business Rules for Major IncidentClosed

Please allow to create Business Rules on Major Incident Forms.We can currently only play with Major Incident Type as Conditions :  But it is not enough as well.We need have a real Major Incident form view and customization. Thanks for consideration and votes ! Mathieu

0
DanielRuff
2 years ago
adamjes
Community Debut
adamjesCommunity Debut

How Can I Leverage Microsoft Test Manager for Enhanced Quality Assurance in My Projects?Closed

I’m currently working on a project where maintaining high-quality standards is crucial. I’m exploring how to effectively use Microsoft Test Manager (MTM) to enhance quality assurance in my development workflow.Here’s a bit more about my situation: Project Overview: I’m involved in a software development project that requires rigorous quality assurance to ensure that the application meets all functional and non-functional requirements. Our team is using a combination of manual and automated testing approaches. Current QA Approach: We have a basic QA process in place, but I’m looking to refine and optimize it using MTM. We currently use a mix of test case management and execution tools, but I believe MTM could streamline our processes and integrate better with our existing development environment. Challenges: I’m particularly interested in understanding how to: Manage Test Cases: Efficiently create, organize, and manage test cases and test suites in MTM. Execute Tests: Implement and execute tests effectively within MTM, including integration with automated testing frameworks. Track and Report: Utilize MTM’s features for tracking test progress, capturing defects, and generating detailed reports to monitor the quality of our releases. Quality Assurance Service: As we aim to enhance our overall quality assurance service, I’m keen to understand how MTM can be integrated into our quality assurance strategy to ensure comprehensive test coverage and reliable outcomes.

0
adamjes
Community Debut
2 years ago
MichaelJM
Top Contributor ⭐
MichaelJMTop Contributor ⭐

Give Project Task 'requester' Choice to be added as 'Watcher'Closed

We have Agents who create Project Tasks for their teams from tickets. When an Agent creates a Project Task, it automatically adds them as a Watcher to that Task. However, these Agents are mainly triage for their teams and don’t need to be informed of the status of the tasks they create. Because they are automatically added as Watcher, it created a massive amount of notification spam/noise. When added a Project Task from a ticket or anywhere, there needs to be an option to ‘Watch’ or not watch. The only way to remove a Watcher is to go into each Project Task individually to remove as a watcher and this is making more busywork for these triage people. 

0
MichaelJM
Top 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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