Skip to main content

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

Filter by idea status

Filter by product

8951 Ideas

Back to top of the list
Dexter Döpping
Apprentice
Dexter DöppingApprentice

REST API for getting custom status IDs to names mappingClosed

Fresh documents some ticket status codes (2-5) but we see other status codes returned by the API. These are apparently custom statuses configured for our Freshservice instance.There doesn’t appear to be a way to get the names of these status codes from the API.An API like the following would be really helpful.GET /api/v2/tickets/status_codes:{"status_codes": [{"id": 2, "name": "Open"}, {"id": 3, "name": "Pending"}, {"id": 4, "name": "Resolved"}, {"id": 5, "name": "Closed"}, {"id": 7, "name": "Custom Status 1"}, {"id": 12, "name": "Another custom status"}, {"id": 14, "name": "Custom name"}]}

0
Dexter Döpping
Apprentice
2 years ago
Community Debut
or.manorCommunity Debut

Add agent signature as a placeholderClosed

I think this can be a a great idea to add a way to add agent signature as a placeholder

2
Pasin
2 years ago
lisaschermb
Community Debut
lisaschermbCommunity Debut

Custom Ticket Statuses Categorised as ResolvedClosed

Define custom statuses as resolved just like the default statuses of ‘closed & resolved.’Then, when looking at dashboards and lists of unresolved tickets, tickets in these custom statuses are also excluded as they are considered resolved.

1
mahendarsingh
2 years ago
Apprentice
wknightApprentice

Persistent Canned FormClosed

We have internal processes where it would be useful to have a persistent canned form, so that the user can half fill out a form and then come back and fill the form back in.

1
mahendarsingh
2 years ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Confirmation to Promote a Major IncidentClosed

I just recently had a Major Incident and had previously done some work and created workflows with Twilio around my Major Incidents. All of this worked flawlessly 😁.However, I was just thinking that the “Promote to Major Incident” button is just a button. There is no confirmation that I’m aware of. Additionally, before an incident can be promoted to a major incident, I’d like to know which service and what level of outage we are dealing with, so I can send an appropriate message to the appropriate stakeholders.It would be great if a few things could happen when the “Promote to Major Incident” button is clicked:Verify a service is selected (if so desired by the admin) Make sure Major incident type is selected (if so desired by the admin) - since this only exists in a Major incident - I’d like them to select one before the incident is created Pop a confirmation box asking the user if they are sure they would like to promote it to a major incident (if so desired by the admin) - since this only exists in a Major incident - I’d like them to select one before the incident is createdIn each of these, you may have industries where they just want to hit the button and it does what it needs to do, but I don’t feel like an extra half second to confirm that’s the action they want to take is inappropriate here.It would be best if the message displayed to the user was customizable.

3
DanielRuff
2 years ago
Apprentice
GregDApprentice

Archive Custom Object RecordsClosed

It would be great if we could archive old custom object records rather than delete them.Data in the archived records should still be available when displaying old service catalog requests (deleted records cannot be displayed). Archived records should not be available for a user to select from dropdowns when creating new service catalog requests.

2
DanielRuff
2 years ago
David Pietrs
Skilled Expert
David PietrsSkilled Expert

Allow Tickets to Continue Through Workflows after a Web Request Node is RanFuture Consideration

Once a runs a workflow that contains a API/Web Request node the ticket will stop running through the workflow list of any workflows that have the same trigger, such as “ticket is raised. My team has been finding more ways to integrate with other business tools and expand functionality using web requets, but then we have to be creative with the ordering of tickets and we’re no longer able to use our modular workflows. 

10
DanielRuff
2 years ago
Apprentice
KayRApprentice

Ability to bundle discovered softwareClosed

It would be really helpful if it was possible to group discovered software into bundles based on the licensable product.  For example, it should be possible to bundle Articulate Storyline 360 in with Articulate 360.

0
Apprentice
2 years ago
Skilled Expert
mhallSkilled Expert

Load balanced ticket assignment per groupFuture Consideration

This seems like it should be a standard feature but I have agents that are apart of more than one group and when  Load balanced ticket assignment is on and say the limit is 25 tickets, if they have 24 tickets from one group and 1 from another, they will not get new tickets assigned. What should happen is you should be able to use  Load balanced ticket assignment per group, ie: 25 tickets max assigned to group A and 15 tickets max assigned to group B.

6
alyssia.correa
2 years ago
Fabian Stalder
Apprentice
Fabian StalderApprentice

Using canned responses with language liquids when creating a new ticket / new emailPlanned

As an agent I want to add a canned response with language liquids (multilingual canned response) to a new ticket / new email.At the moment this is not possible because the language from the contact cannot be fetched in a new ticket / new email. As a result the canned response is “empty”.

7
Stellaniceshops
2 years ago
Apprentice
pgiampiccoloApprentice

How to assign Consumables to more than one personClosed

Hand in hand with this forum post:  I have consumables that I put into fresh service as an asset, like Mice. with a quantity of let’s say 100.Why am I not able to consume (assign) these to each user? I can only assign it to one person and cannot add them to each of the user that uses them.  I am not trying to be that person but ServiceNow has this feature and this is an absolute must for consumables as an asset.  Please make this change. The only way to to assign it to a user right now is to assume their identity as a requester and then make a service request for the item. Then go back and fulfill the request.  I hate to ask but it has to be a simple change. Is the product team able to make that change? 

0
Apprentice
2 years ago
Denzmcdon
Community Debut
DenzmcdonCommunity Debut

Screenshot - MagnifiedClosed

It would be great if screenshots could be magnified when the mouse pointer hovers over them or when selected. Otherwise, saving the time to download them especially the hard to see ones.The pointer could change to a magnifier when hovering over screenshot maybe too!

0
Denzmcdon
Community Debut
2 years ago
GP1
Community Debut
GP1Community Debut

Freshdesk - Ability to reset or enable/disable Group 'Ticket escalation settings'Closed

It would be useful if the Freshdesk UI would allow configuration to either reset or have an enable/disable switch for the notifications that go out if a ticket is unassigned within a Group.  Currently these settings - ‘Ticket escalation settings’, under Admin | Groups | (Edit Group) | Group Properties.Currently the only way to do this is via an API call.

0
GP1
Community Debut
2 years ago
gnair
Apprentice
gnairApprentice

Feature Request: Two-Way Sync for Google Workspace Assets in Freshservice Inventory Module !Closed

Dear Freshservice Team, I am writing to request an enhancement to the inventory module within Freshservice, specifically regarding the integration with Google Workspace.While the current integration allows for the seamless import of asset information from Google Workspace into Freshservice, it would greatly enhance our workflow if changes made within Freshservice could be automatically synced back to Google Workspace. This two-way synchronization would ensure that both platforms maintain consistent and up-to-date information, reducing the potential for discrepancies and manual errors.The key benefits of this feature would include: Improved Data Integrity: Ensuring that any updates to asset status, location, or ownership in Freshservice are immediately reflected in Google Workspace, maintaining consistency across platforms. Reduced Manual Work: Minimizing the need for our IT team to manually update asset information in both systems, thereby saving time and reducing the risk of human error. Enhanced Asset Management: Facilitating more accurate and efficient asset tracking, which is crucial for organizations managing a large number of devices and users across multiple platforms. We believe that adding this functionality would not only benefit our organization but also many other customers who rely on both Freshservice and Google Workspace for their IT management needs.Thank you for considering this request. We appreciate the continuous improvements you bring to Freshservice and look forward to potentially seeing this feature in future updates. 

0
gnair
Apprentice
2 years ago
Apprentice
gerardsweeneyApprentice

Search substringClosed

Freshworks user (not admin).I originally submitted this as a “how do I?”, and was advised it should be a feature request. Is there a way that the search bar can handle substrings?Example - I have a ticket which lists the PC name WSTECBASE-01(not a real PC name - just a mangled example) If I search for WSTECBASE-01, then my ticket shows up.If I search for TECBASE, then nothing shows up.Is there some voodoo I can work to make the search function work more effectively?

0
Apprentice
2 years ago
Skilled Expert
martin.jSkilled Expert

Ability to hide old fields on Employee OnboardingClosed

Over time, fields on the Onboarding form are no longer required, but deleting them deletes the actual object and so all previously logged forms will loose that data.Is there a way to HIDE fields on the form? This is possible on Service Requests, but cannot find in Onboarding. This seems like a very simple request, but it’s frustrating have old unrequired fields on an Onboardiong form that we have to try and label to inform people not to fill in….

6
Daniel Söderlund
2 years ago
Apprentice
bjorn_18698Apprentice

Deleting users and API keyClosed

HelloI am evaluating, but so far the experience is a bit horrible.1. I was testing authentication setups so I had user that I signed up and then wanted to delete it permanently, to test again so I use the Perma delete option and it says User will be deleted shortly. 24 hours later users is still  there and it still cannot sign up again.2. Your API documentation says Sprout can have API limit 1000 / HT. But where API key is supposed to be its not there. And if posting just one single get statement with the API using user and login instead of API key it gives this:{    "message": "You have exceeded the limit of requests per hour"}

1
brandonexcelsiorcreativecom
2 years ago
Contributor
kevinContributor

Tables in Canned ResponsesClosed

Would like the ability to add a table into Canned ResponsesIe we could prefill in what we want from the customer to allow them to fill in and respondthis would also be handy in ticket replies 

4
2 years ago
Apprentice
peterngoApprentice

[analytics reports] Calculations between columnsClosed

There are some built in calculated fields such as “ticket age” within the reporting system but there is at least one lacking that I would like to use-- For our customer satisfaction survey, I want to calculate the difference of time between the survey being sent out and the time they submit their response and to be able to generate an average of that result as well.

1
Rostanchase1234
2 years ago
shahraiz972
Apprentice
shahraiz972Apprentice

Optimizing Freshworks for Enhanced Customer InteractionClosed

To get the most out of Freshworks tools, try setting up custom automation to match your business needs. For example, in Freshdesk, you can create rules to automatically assign tickets based on keywords or customer types. This way, each ticket goes to the right person.Also, use the Freshchat chatbot to handle common questions and collect customer details. This will free up your support team and give customers quick answers.Remember to check and update these settings regularly to keep everything running smoothly.

0
shahraiz972
Apprentice
2 years ago
Apprentice
BrandonPaceApprentice

Read only option for all ticketsClosed

My security team would like read only access to all tickets that come through for visibility and tracking, however, the option is not currently available as far as I have found. This could be a very helpful feature for myself and potentially others.

0
Apprentice
2 years ago
Apprentice
rachaelfleurApprentice

Cancel Approvals when Moved to SpamClosed

It would be good to add a rule that automatically cancels any pending approvals if the ticket is closed by the requester before being actioned and moved to spam as it’s no longer required.  These have to be manually cancelled or the approvers get constant reminders as we have that set to every 48hrs.

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

Customizable Approval Message when Sending from WorkflowClosed

We use workflows to automatically initiate an approval request from some tickets.  I order to share details of the request that are needed for deciding on approval, we are currently forced to first send those as an email and then send the approval request separately.  Ideally, a single approval request would be possible where we can include a customized message pulling fields from the related ticket.

1
paulroberts89
2 years ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Rich Content for Service Catalog TemplatesFuture Consideration

We are a relatively new user to FreshService, but something we have found with the Service Catalog is that there is no way we have found yet to insert a table, image or attach a file to a service catalog item. I’d like to be able to provide these items when I’m creating a service template.The use cases I have found thus far:Table - this would be helpful when a user is requesting a VM - a template model that shows CPU, Memory, Disk, Etc - it would be good to show this as a table. Another use case - our security personnel have an SR for reporting a security incident. The information they gave me on severity levels would look great as a table. Image - This is another important one - I’d love to be able show a picture under certain circumstances - it would be great to be able to display an image in an SR Attaching a file - There have been a couple of instances where one of my employees wanted to display instructions on how to do something. Because we cannot include screenshots, I thought attaching a file with the instructions and screenshots would be possible, but it’s not - this is a lower priority - if we were to be able to add images, that would work better for our needs instead of having a separate file to download.

1
paulroberts89
2 years ago
Magnus Reinel
Top Contributor ⭐
Magnus ReinelTop Contributor ⭐

Status page - Custom emailClosed

Background:We’re using the Status page today to keep our IT and Business users up-to-date with disturbances to our critical services.We have a lot of services and a lot of subscribers, and many of those are Business users. The Business users are not using Freshservice in their daily work and has limited, or no, contact with Freshservice.We’ve set up a custom URL for the Status page to make adoption easier.What’s missing/Improvement:All Status page notifications are sent out via no-reply@freshservice.com which causes confusion amongst our users. And since people are more aware today of phising and whatnot, many users are questioning, reporting, or deleting the notifications unecessarily.To avoid confusion we’d like to possibility to use a custom EMAIL, namely our own no-reply email for the Status page notifications.

0
Magnus Reinel
Top Contributor ⭐
2 years ago
Show more discussion threads

Filter by product

  • All products
  • Freshservice
  • Freshservice IT Asset Management
  • FireHydrant
  • Freshdesk
  • Freshdesk Omni
  • Freshcaller
  • Freshchat
  • Freshmarketer
  • Freshsuccess
  • Freshteam
  • Freshsales
  • Freshworks Neo

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.

Terms of UseAccessibility statement