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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
Mahdi.abuhait
Contributor
Mahdi.abuhaitContributor

Feature Suggestion: Sequential CAB Approval Requests ConfigurationClosed

I would also like to propose an enhancement related to Change Advisory Board (CAB) approval requests in the Freshservice platform. Currently, CAB approval requests are sent to the entire group simultaneously, but it would be highly beneficial to have an option to configure these approvals to be sent sequentially, one after the other.This feature would allow for more structured decision-making and ensure that approvals follow a defined process before reaching the next approver in line.

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

Feature Suggestion: Add Problem Tickets to the Freshservice Mobile AppClosed

I would like to suggest a feature for the Freshservice mobile app: the ability to view and manage problem tickets directly from the app.Currently, problem tickets do not appear in the mobile app, and adding this functionality would significantly enhance user experience by allowing teams to handle issues on the go, improving efficiency and response times.I believe this addition would be greatly beneficial for many users, including ourselves. Please consider including it in future updates.

0
Mahdi.abuhait
Contributor
2 years ago
Top Contributor ⭐
BartVBTop Contributor ⭐

Problem Management feature requestClosed

While the basic out of the box problem module is ok, its still missing out compared to the Major incident module in fresh. I would like to propose this feature request :allow editing of the detail page so it can be customized  and give possibility to use canned response with placeholders to fill in the baseline as for the moment its just a text field. Just like in Major incident module Post incident report, it would allow the creation of a RCA document that can be exported to pdf and stored in fresh reporting as this would make it easy to populate using placeholders again and just filling in the right data from the fields (fishbone diagram / 5 why’s…...)I hope this gets some support in upvoting, but it would make the problem module more robust and useful in my eyes.Thanks

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

Allow us to make Time Entries mandatoryClosed

We need the option to make Time Entries mandatory when updating tickets. Some of our Agents will be using this feature as an important part of their work and this feature would greatly help us in enforcing its use. Thanks! (note: I saw this topic from a few years ago but it was closed for voting)

0
mbackwater42
Top Contributor ⭐
2 years ago
Contributor
mpanayidesContributor

System prompt on Time Entry on Tickets, Changes & ProblemClosed

Our team manually enter their time per Ticket, Problems and Changes. We would love it, if we had the option to enable form validation, for when the users update their tickets they are forced to enter a time before the update is committed. The auto timer feature doesn’t work for us and often we are working on multiple tickets/changes at once, so our time is entered as we go along.Having our teams do it as and when they remember, means we could be under or over charging and it a lot of cases, we end up under charging.This would create for more accurate billing to our customers.

1
mbackwater42
Top Contributor ⭐
2 years ago
Skilled Expert
Michelle GreenSkilled Expert

Archiving Contacts & CompaniesClosed

We have a lot of companies that are no longer with us and contacts that are no longer with the companies. We dont want to delete them as we require the history.Currently we put a ‘z’ in front of the company name or client name, however when searching these listings come up so not really efficient.  Yes i could add a tag and filter, but then you cant export filtered lists.Being able to archive these companies/contacts it would make things a lot easier. 

0
Skilled Expert
2 years ago
Apprentice
avaughnApprentice

Allow "Add Note" action from time triggersClosed

I would like to be able to have a note added at a specific time in the life of a ticket. Currently you can not use the “Add Note” action with the time based automations. 

3
Contributor
2 years ago
Apprentice
AGC7Apprentice

Flexibility when creating Onboarding KitsUnder Review

It would be very valuable to have more customization or flexibility when creating Onboarding Kits and adding Service Catalog items. Specific ideas below:Ability to list items in a particular order (drag & rearrange) Ability to group items by type or custom (computer, software, access, etc) Conditions to reveal certain items based on previous selections (without having to customize the Catalog Items themselves)These are all QoL improvements that can be made and would benefit both the Agent(s) and the End-User(s).

6
2 years ago
Contributor
markus.finsterContributor

Add Notes to Time TriggerClosed

Seems this gets added about once a year and then gets ignored every year.So I’m adding it again.

0
Contributor
2 years ago
Apprentice
svenApprentice

Solutions Articles Visibility only for Verified UsersClosed

 Hi, for us it would be very interesting to have an aditional Visibility filter for the Articles in Solutions: Now I think you have "Everyone", "Connected users" and "Agents"we post sensitive data in the solutions only for our real customers, so a visiblity for "Verified users" would be very handy With "Verified users" I mean the ones where we sent a verification email and they have confirmed a password etc. this would rule out people that just "connects" with the Google/Facebook/Twitter buttons

1
Jeddybearboss
2 years ago
Apprentice
jdsmereczniakApprentice

Solutions: Public vs PrivateClosed

The individual solutions articles should be able to be made either 'public' or 'private' within a folder. For instance, I have a folder under Software category called Adobe. There are articles for end users to self-help, but there are also articles for agents to use for reference when helping. We shouldn't have to create another folder structure for the private, agent-only articles. Just need a checkbox and a field that marks each article as either private or public, that's all.

3
Jeddybearboss
2 years ago
Apprentice
tony.smithApprentice

Yearly User Asset ValidationClosed

Now that the user can see their assigned assets in the Self Service Portal / Profile Settings / Assets, I would like to initiate a yearly acceptance to approve/validate their issued assets.  Example:January 1st of every year, each asset owner would receive an approval email for each assigned asset, requesting their approval to confirm their continued acceptance of ownership.  If they approve, they are all set.  If they deny, it sends a notification to the Helpdesk to investigate and update the user’s asset records.  The denial would typically indicate that they no longer have that asset.  This would help ensure our asset records stay current in the off chance that a technician forgot to unassign an asset when someone received a replacement device due to break/fix or life cycle.  

0
Apprentice
2 years ago
Skilled Expert
richard.nallySkilled Expert

Add Option for Movers Alongside on and OffboardingClosed

An option to help us properly manage movers would be very helpful. Currently bending the onboarding form is not cutting it. 

0
Skilled Expert
2 years ago
Apprentice
KayRApprentice

Ability to customise Software ViewClosed

We need to be able to see additional fields in the Software view so that we can easily manage our software portfolio as we want to be able to see which software is due to go end of life/end of support.

0
Apprentice
2 years ago
Apprentice
KayRApprentice

Bulk update functionality for each Software fieldClosed

It would be great if we could do bulk updates on more Software fields, such as managed by and any custom fields. This means that if a colleague leaves we can update the managed by data in bulk and also means we don’t have to edit data outside of FreshService.

0
Apprentice
2 years ago
shahraiz972
Apprentice
shahraiz972Apprentice

How to Set Up Automation Rules in Freshdesk for Faster Ticket ResolutionClosed

Hi everyone,I’ve been using Freshdesk for managing customer support tickets, and I wanted to share a quick guide on how I set up automation rules to speed up ticket resolution. Create a New Automation Rule: Go to Admin > Automations > Ticket Creation and click on “New Rule.” This allows you to set up actions for when a ticket is first created. Set Conditions: You can create conditions like, “If the ticket is from a VIP customer” or “If the subject contains specific keywords.” Assign Automatically: Use the rule to automatically assign tickets to the correct agents or teams based on the issue type or department. Set Priority: You can also set priorities, like marking tickets from VIP customers as high priority, ensuring they get quicker responses. Trigger Notifications: Automate notifications to both agents and customers so they are informed about the status of their tickets without manual updates. This setup has really improved our response time. Has anyone else tried using automation in Freshdesk? Any other tips?

0
shahraiz972
Apprentice
2 years ago
dcolemanuk
Apprentice
dcolemanukApprentice

Enable ability to test Agent Email Address for "contains" email domain to help with routingClosed

Reduce reliance on webhooks by allowing automation to test "contains" condition of Agent Email Address internally which allows us to set the correct Ticket Group if the agent hasn’t set it properly.

0
dcolemanuk
Apprentice
2 years ago
dcolemanuk
Apprentice
dcolemanukApprentice

Enable automations to update Subject of ticketsClosed

Reduce reliance on webhooks by allowing automation to update the Subject of tickets. This helps us protect internal versus external conversations that could otherwise cause unintended customer friction.

0
dcolemanuk
Apprentice
2 years ago
dcolemanuk
Apprentice
dcolemanukApprentice

Chat JWT Async Callback Method/OptionsClosed

Today we have to set JWT token to not expire over a series of hours to prevent more frequent expiry from causing “not authenticated” chat session. And, eventually, and although less frequently they could still be “not authenticated” as there is no method from FW to renew.This is a request to have a JavaScript async callback method that is expiry-aware and would automatically callback to renew token if user is still actively engaged.Alternatively, and perhaps even better, would be to provide an in-chat prompt to “For security reasons, please click ‘Stay Connected’ below to refresh your authentication as it is about to expire.” And then, if expired offer an in-chat prompt of “For security reasons, this chat session has expired. To continue chatting, click “Reload Chat Widget” and we’ll reload your entire web page for a new secure chat session.”  

0
dcolemanuk
Apprentice
2 years ago
Apprentice
eric.harrisApprentice

Dynamic ticket fieldsClosed

If this is something that can already be done, please let me know how.I'd like to integrate our New User Request form into Freshdesk, but I don't want to have all of the fields in this form visible in the new ticket form by default. What I would like to see is what I'm calling Dynamic ticket fields. For example:I have a ticket field of "Type" with 3 choices: Problem, Project, New UserIf "New User" is chosen, additional fields appear that can be required to complete this type of request. Real name, phone number, location, checkbox fields for systems they need access to, etc.I can see this being useful in many other ways, but hopefully this specific use case gives a good example. Thanks!

4
2 years ago
Community Debut
KlieuranceCommunity Debut

Track equipment warrantyClosed

We are a machine OEM and I would like to be able to do more with the date fields.  Specifically, if I create a date in a custom object.  I could have for example Serial number 12345 installed on 1/1/2024 with a 6 month warranty.  Track the days since install and once they exceed 183 days, the warranty is expired.  Then you can use automation from there dependent upon the warranty active/expired field.  This could also be beneficial to track tickets within a specified time frame (say 8 weeks).  I could then monitor what issues people are having within the first 8 weeks of delivery with their product.

0
Community Debut
2 years ago
dcolemanuk
Apprentice
dcolemanukApprentice

Tag ImprovementsClosed

We have a couple of requests to improve tag usage: Increase the tag size limit to 256 characters to allow us to create a more visual understanding of each tag’s purpose Enable reporting to give us a summary of all tags in the product(s) to help us better maintain and plan (admin) Provide a new method to select a tag and change it to another tag Enable an API to give us a summary of all tags in the products (developers)

0
dcolemanuk
Apprentice
2 years ago
Apprentice
tathagata.basuApprentice

Ticket view defaults to 30 entries when viewedClosed

When viewing the ticket view in FD we see it defaults to 30 tickets and we can set the view as 30, 50 and 100. However we would like to set the default view as 100 and not 30 every time when the page is refreshed. If this could be implemented it would be beneficial for our day to day business operations.

1
mahendarsingh
2 years ago
Contributor
SarikaContributor

List view for search resultClosed

Its now possible to perform bulk update from the ticket search results page. The search result is shown in card view. It will be really helpful if the search is shown in list view also? 

3
mahendarsingh
2 years ago
Contributor
SarikaContributor

Agent scope visible to agents as wellClosed

The scope for the agents, groups with read-only and edit rights is only visible to the user/admin managing the user access.Will be nice the agent is able to view these details under his profile or some other way in the portal. This will help agent initiating the need of access to other groups, as the situation changes with time. 

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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