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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
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Allow tickets to be associated with other ticketsUnder Review

For some reason I don't understand we cannot link tickets to each other (creating chains of tickets).Child/Parent functionality is very limited, as this can have only one parent to child relation (no chains).Associations however can be without limit, but there is no “ticket” association:Please add ticket as a selection here.The behavior should be the same as for asset associations.

14
2 years ago
Contributor
Sylvain LebelContributor

Oauth 2.0 in Freshdesk WebhooksClosed

Hello,We need to set up a Webhook to update one of our company application with Freshdesk information. We use Oauth 2.0 as authorization standard at company level, but Webhook only allows API Key authentication.From a security perspective, Webhooks should allow Oauth 2.0 authentication level to communicate with other applications. 

0
Contributor
2 years ago
Rolex
Apprentice
RolexApprentice

Enhancing Customer Support : An All-in-One SolutionClosed

For businesses aiming to elevate their customer support, Many offers a comprehensive suite of tools designed to streamline customer interactions and improve overall service efficiency. From managing customer tickets to live messaging, many provides versatile and user-friendly solutions for businesses of all sizes.Exploring different perspectives on how to optimize your customer service strategy can be invaluable. Resources like sky comparison can offer additional insights and tips on how to make the most out of platforms like Fresh works, ensuring you leverage the right tools to enhance your customer support capabilities.

0
Rolex
Apprentice
2 years ago
mfedele
Skilled Expert
mfedeleSkilled Expert

Major Incident TemplatesClosed

It could be great to be able to create / use Major Incident Templates as Incident Templates already exist.When you create an Major Incident, it is usually in Panic Mode, it could be interesting to have this implemented to go faster with this process. Thanks for consideration and votes 🙂

0
mfedele
Skilled Expert
2 years ago
Apprentice
OlgaApprentice

Pick a date to re-open the ticketClosed

Currently it’s possible to add custom statuses that would for example re-open your ticket after sertain period of time.But it would be a nice feature to have a date field available where agent could set a status to “pending” and pick a specific date on when the ticket should be re-opened.Example of situation: user submitted a ticket where agent needs to perform certain action at a certain date.

2
Oliver henry
2 years ago
dcolemanuk
Apprentice
dcolemanukApprentice

Portal Theme SettingsClosed

Allow developers to set up theme settings in manifest for checkbox, text, and dropdown that can be updated before going into coding area. Enable templating to refer to these stored values.This allows non-developers who are trusted to set values for things like banner text, affect which code loads when there are outages (don’t load bot, display outage banner). Support staff might need to update things when developers aren’t around and Theme Settings is a great way to enable without coding risks.

0
dcolemanuk
Apprentice
2 years ago
Apprentice
JroosApprentice

Project Management View SuggestionsClosed

Can we have the option to show the faces of all project members, inlcuding the owner in the Gantt view to view all projects?Can we also have the option to color code the projects by priorty? For example, I would like to mark the project as a high priority in red but low priority in blue to visualize the priority of each project in Gantt view. The reasoning is to view the overall view with who is in that project without having to click on each project individually to see the details. This is mainly for the managers needing to assign projects to their team and will help the decision making process. 

1
eeha0120
2 years ago
Apprentice
htageldinApprentice

Project Gantt - Draft ModeClosed

When editing a project in the Gantt chart view, we’d like to see the ability to modify it as a draft before saving the changes. This would have the following benefits:Accidental changes could be reverted Project teams can review the Gantt chart, make edits, then agree before saving it. Currently, each edit has the potential to generate a lot of notification email (see next point). In the current platform, changing one task, especially one that impacts the entire project end date generates A LOT of email to all project members, etc. It would be great to allow the editor to first save the draft, which could then generate fewer or even just one email to project member summarizing changes.

1
eeha0120
2 years ago
Skilled Expert
jennifer.dyerSkilled Expert

Change and/or Delete the "Primary" WorkspaceClosed

It would be awesome if you were allowed to change which Workspace was classified as your Primary Workspace or delete it by selecting another one as the Primary.  In order to revamp our service desk we created a new Workspace, not knowing that we could set it as Primary after it was published….  Now, the old “archived” workspace is the Primary one...

0
Skilled Expert
2 years ago
christian.mentor
Skilled Expert
christian.mentorSkilled Expert

Simplify Agent role assignmentsClosed

The Admin and Agent Roles page should allow you to edit who’s assigned to that role and their scope from within the role your looking at. It’s cumbersome having to go into each Agent profile to make changes.To dovetail from that, it would be helpful to allow assigning roles to an Agent group to quickly (and automatically) apply the same permissions to everyone who is a member of it. 

4
Community Debut
2 years ago
Active Contributor
AndyS_hendyActive Contributor

Build Dashboards without the need to create filters firstClosed

I’ve created a number of dashboards for various elements and teams, but EVERY time i need to do a new one i have to build a ticket filter first save that then build the dashboard around it, test it, then change the scope of the dashboard and the filter for all the relevant agents/teams to see. Would it not make sense to have the ability to create a dashboard with a set of filters IN THAT VIEW that doesn’t need to create a set of conditions to be able to use first?

1
kpatterson
2 years ago
Skilled Expert
MDaviesSkilled Expert

Child Ticket ImprovementsClosed

When playing around with Child Tickets today I have noticed a few things that would really streamline my organisation’s worflows (in the realms of Child Tickets in particular). Firstly it would be great to be able to perform a 1-click ‘Execute Scenario’ ‘Add Child Ticket’ on Tickets: Secondly it would be nice to have more options surrounding Child Tickets within the Workflow Automator.  Currently all you have is this:A perhaps obvious addition would be ‘When a child ticket is updated’.But more frustrating for our organisation has been the lack of Conditions available for use regarding Child Tickets.  Examples being:Condition - ‘Is/Is Not A Child Ticket’ Condition - ‘Has Open Child Tickets’ Condition - Child Ticket is … These percieved shortcomings are doubly frustrating at times as the ‘Action’ node is able to perform actions on just Child Tickets should you wish: The reason these improvements are necessary is that it is fairly common for somebody to create a Child Ticket and for it to trigger a Workflow that has nothing to do with Child Tickets which is nightmare for both Agents and Administrators alike.

1
kpatterson
2 years ago
Community Debut
alexITSMCommunity Debut

Add Impact and Urgency fields to 'View List Of Tickets' endpointClosed

Currently, freshservice’s API doesn’t offer impact and urgency fields in the ‘View List of Tickets’ API endpoint.  It’s odd since they offer them in the ‘View A Ticket’ endpoint.  Impact and urgency are required to properly establish a criticality for an incident ticket according to ITIL standards. . . . It’s odd that Freshservice would include them in one endpoint and not the other in the same endpoint hierarchy.  It seems more like a bug or design oversight than an enhancement . . . .  

0
Community Debut
2 years ago
Apprentice
monolithedApprentice

Prevent cross-site trackingClosed

"Failed to load page. This may be due to your browser blocking third-party cookies.Please uncheck ‘Prevent cross-site tracking' in safari(17) privacy settingsIf the issue persists, please contact support."For what reason are you intentionally forcing users to lower their security? This setting is universal and affects all websites. As a developer and user of many software products, I have never seen such advice. There is no reason to create a security hole for your clients.I see that this problem has existed for over four years and no one is trying to solve it. All modern companies have long since found ways to address this issue. I’d like to understand what is preventing this from being resolved — maybe you need some help?

1
jsynotte
2 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Custom Workspaces TemplatesClosed

I would like to have a Template for Workspaces containing a predefined set ofemail notifications business hours SLAs Supervisor rules Scenario Automations Ticket fieldsso that we can create multiple Workspaces with similar config without all the manual work.

1
msconfig87
Top Contributor ⭐
2 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Audit log for Service Catalog itemsUnder Review

Recently someone made bad changed on some service catalog items and we could not find out who it was.We need a Audit Log for the Service Catalog Items. Similar to the one you have already for Admin Settings (but that one could also track ALL settings and not just some which you decided)

14
msconfig87
Top Contributor ⭐
2 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Make Workspaces sortableClosed

Hello,We meanwhile use 8 different workspaces. Some of them have a lot higher priority than other.Please make the workspace able to be sorted so that we can choose the order of appearing in the portal.Currently the workspace appear in order of creation (workspace id)

1
msconfig87
Top Contributor ⭐
2 years ago
kepalabergeter9
Community Debut
kepalabergeter9Community Debut

Kepala BergetarClosed

Kepala Bergetar is without a doubt the premier platform for Malaysian entertainment and dramas. Its dedication to providing excellent content, a frictionless user experience, and community involvement distinguishes it from rivals. Without a doubt, Malaysian viewers looking for convenient, high-quality entertainment will continue to adore the platform as it develops and grows. Whether you're an experienced drama fan or brand-new to Malaysian entertainment, Kepala Bergetar extends an invitation for you to dive into an amazing universe filled with gripping tales and life-changing experiences.

0
kepalabergeter9
Community Debut
2 years ago
Community Debut
cstewartCommunity Debut

Create a View-Only admin permission for Workflow AutomatorClosed

The current admin perms only allow you to grant someone Manage level access to the Workflow Automator, Business Rules, Priority Matrix, and Custom Objects. I want to limit the amount of users who can edit workflows and would like a permission for View Workflow Automations added. That way, an agent could look at a workflow to confirm it’s configured correctly and report any issues found to someone with “manage” permissions to fix them.  

0
Community Debut
2 years ago
Rogier
Apprentice
RogierApprentice

Custom CRM initiated triggers to manually kick off a customer journeyClosed

In order to make Freshsales Suite the central part of company processes, I would like to be able to have Freshsales Suite make events/triggers directly. ExamplesWhen looking at a Contact, think about the options to:“Cancel subscription” (webhook call to external system that manages subscriptions) “Send notification” (Whatsapp message to their phone that their product is ready for pickup) “Sync data” (webhook to trigger external system to update the data in CRM) “Start demo account” (after contact, kick off a process to setup a demo environment in our own software (webhook + email)→ Basically anything that would start a “customer journey”, but now by the hand of an agent. Possible implementationsAdd the option to the submenu for a contact (“Trigger event x”) :    Or, even better: Have a way to add a button to the button bar on the Contact view (“Send email”, “make call”): “Do x” (just fires an event):Motivation→ Such an event can work as a trigger to kick off a customer journey and call external webhooks, send a WhatsApp message, send an email, update a field or basically anything of the cool things customer journeys can do! 🤩This would leverage all possibilities of customer journeys even further, as right now there is no way to ‘kick off’ a process manually.

1
2 years ago
Skilled Expert
DaniSSkilled Expert

Service Catalog page labelClosed

Allow customization of the default action button on the Service Catalog page. Currently, the default option is "Request" (Place Request). It would be beneficial to have the ability to change this default option to "Submit" or another preferred label. This enhancement would provide greater flexibility and align the button's text with the terminology used by our organization, improving the user experience and clarity when submitting catalog items.

0
Skilled Expert
2 years ago
Skilled Expert
DaniSSkilled Expert

Enhancing the audit log sectionClosed

Enhance the audit section by adding visibility for all email logs, including both incoming and outgoing emails. This feature would greatly improve our ability to conduct thorough audits and streamline troubleshooting for issues related to automations. By having access to comprehensive email logs, users can more effectively track and analyze communication flows, ensuring better oversight and quicker resolution of any issues. This enhancement would be invaluable for maintaining accurate records and diagnosing problems more efficiently.

0
Skilled Expert
2 years ago
Skilled Expert
DaniSSkilled Expert

Dynamically assign assets associated with the logged in userClosed

Implement a feature that dynamically assigns an asset associated with the logged-in user when they submit a catalog item. This would ensure that the asset information is automatically populated in the ticket.

0
Skilled Expert
2 years ago
Altus
Skilled Expert
Altus

Background Color too dark - Needs to be less contrastClosed

 The background colour is used to highlight headings and text that needs to stand out.  But in doing that, makes it actually harder to read. The background colours need to be a lot lighter, less contrast.  Or even better customizable so you can customize the colours to go with your company colours/brand. The only colours that are OK are the light yellow and the light grey. I am using Freshdesk… Key Words Background colour (nz) Background color (us)

1
2 years ago
dwinanisaatriana
Apprentice
dwinanisaatrianaApprentice

Feature Request: Merged Ticket in ReportsPlanned

Hi!We have one of a big brand customers who needs to track & monitor their merged tickets into a report. Our internal support team has raised this as ticket to Freshworks, and it still marks as on the enhancement process.  Hopefully this feature can be considered in the future product roadmap that may also related to other global customers or users of Freshworks.Please keep us updated. Thanks!

2
mbutler
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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