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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

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LucasHansson
Skilled Expert
LucasHanssonSkilled Expert

Make "Custom Objects" part of the "Audit Log"Closed

Hello,I believe there’s a huge gap in the current state of the audit-log. There’s no way to monitor custom objects currently and i would argue this makes a big part of the audit-logs of workflow logs unreliable too.Many people like me refer to their custom object lists in workflows for things like approvers. So it’s currently possible for someone to edit - for example an approval list in a custom object that is used in a workflow.This is a must-have feature in the near future to be able to rely on the audit log. In essence it means that parts of the workflows are currently outside of the audit-log and I would argue this is a security risk.   

0
LucasHansson
Skilled Expert
2 years ago
marksolno

Custom Velcro PatchesClosed

All Embroidered offers exceptional custom velcro patches and accessories, focusing on high-quality embroidered and printed designs. We create scout neckerchiefs, biker patches, uniform patches, hat patches, and firefighter patches. Experience expert craftsmanship and bring your ideas to life with our custom creations.

0
2 years ago
Community Debut
ColbyCommunity Debut

Sync Mobile App Notification Read StatusClosed

I am frequently switching between multiple devices and using the mobile app. It would be nice to have the read status of notifications sync across the whole platform. I hate reading a notification on my desktop and then having to go into the app to clear the notification. 

0
Community Debut
2 years ago
Apprentice
msarkissianApprentice

AWS Government Cloud for FreshServiceClosed

Hello,It's great to see that FreshService (Enterprise Level) offers HIPPA Compliance. It would also be great to see FreshService support Public Sector/Government customers who need to meet CJIS requirements by ensuring FreshService is CJIS compliant (i.e., AWS Government Cloud). AWS Cloud for Government (amazon.com)

1
buyawsaccount
2 years ago
Shubadus
Apprentice
ShubadusApprentice

On-Call Schedules - API Calls - GET Request for current agent who is on-callClosed

It would be a nice feature to run a GET request to get who is currently on call so we can automate updating that information in other systems that we use. As it currently stands, outside of exporting the on-call calendar, there’s no good way to inform other departments of that information. With a GET request, we could set up automation to automatically update who’s on-call and better handle when we have to make changes to the schedule.

1
christian.mentor
2 years ago
Dexter Döpping
Apprentice
Dexter DöppingApprentice

Add updated_at filter for departments /api/v2/departmentsClosed

We want to synchronise some of the department data to another service. Being able to filter on the updated_at field would help reduce the number of API calls we need to do. This would improve the sync's performance and help us stay within the Freshservice REST API rate limit. Thanks,Dexter

0
Dexter Döpping
Apprentice
2 years ago
Skilled Expert
HVHSkilled Expert

Maintenance calender and coupled changeClosed

One of our Agents wants to plan a repeating event in the maintenance calender and wants to create one change that is associated with this repaeating maintenance event instead of creating copies of the change and associating all these same changes to the repeating event. Is this possible?The maintenance event that repeats will be published on the status page and the associated asset/service must make it possible to distinghuish between the information that is wanted by the subscribers of that certain asset/service. If Yes, how?

1
Skilled Expert
2 years ago
Skilled Expert
HVHSkilled Expert

Workflow Automator trigger to split Flow into different Workflow Automator(s)Closed

It would be nice If one can split Workflow Automators with a trigger into a new or multiple new/other Workflow Automators. Managing big Workflow Automators need a lot of maintenance because the split is now made within the Workflow automator where certain steps in the Automator are exactly the same.

0
Skilled Expert
2 years ago
StanMiller
Community Debut
StanMillerCommunity Debut

Implement warnings or restrictions on field limits for Service Catalogue ItemsClosed

Service Catalogue items are subject to field limits (https://support.freshservice.com/support/solutions/articles/50000000600-do-we-have-limitations-on-the-number-of-custom-fields-that-can-be-created-in-a-service-item-). Once these limits have been surpassed, there are no warnings or indications to suggest this and as such hours can be wasted creating a complex form only to find that you are unable to save it - let alone publish it.A simple warning to suggest that ‘You have reached the field limit for {{field type}}’ would be sufficient, however greying out the field type in addition to this so that further fields of the type cannot be added would be great. Also a counter for each field type at the top of the page would be very useful, something like:Text/Dropdown - 34/50Checkbox - 12/25…

0
StanMiller
Community Debut
2 years ago
Skilled Expert
MDaviesSkilled Expert

Field Manager ImprovementClosed

Have you ever gone ahead and tried to use Dropdown or Multi Dropdown boxes in your Forms and found that they aren’t always quite working as expected?Depending on the data source chosen you may find that they will, in fact, work as a Search Box even if the data source contains very little data: So what I propose is that a new option be added to Field Manager which allows you to actually add a Search Box to your Form if you wish, similar to how Dropdown boxes currently function: Following this, all Dropdown/Multi Dropdown boxes should be changed to function as actual Dropdown lists going forward, no matter the data source.  Example: 

0
Skilled Expert
2 years ago
Community Debut
tfontanillaCommunity Debut

Resume BrandingClosed

 ATS (Applicant Tracking System) suggestion:Would be nice to have branded resume.  Resume is a tailored version of the original, including your chosen logo in the header and a transparent text or image watermark in the background. The only visible text will be the candidate's name.

0
Community Debut
2 years ago
Community Debut
jfencilCommunity Debut

Service Catalog - Additional Items Checkbox ValidationClosed

A service catalog form that includes additional items requires you to select a checkbox next to each item you are requesting.If a user does not select the checkbox but does fill in some of the information, none of the information gets included into the Fresh Service ticket. Each time this happens, we have to go back and ask the user for the missing information.It would be nice if the form had validation where if the user started filling out some of the information within the additional item and did not select the corresponding checkbox, the form would let them know additional information or a checkbox selection is required to proceed.  Additional item checkbox within a Service Catalog Form 

0
Community Debut
2 years ago
Skilled Expert
oclews10Skilled Expert

Customer Portal - CC person in ticket poor UI designClosed

Can I suggest a change to the UI design for customers who wish to cc people into their tickets via the customer support portal?When you enter an email address you wish to CC, if you only add one email address - This Add CC button feels like it should be able to just add that one email address in:However, if you do this, the email address disappears and doesn’t get cc’d in!You have to be aware that you need to hit Enter or Tab after entering an email address otherwise these aren't added. It’s a really poor UI flaw that needs addressing. Please can you update this?

1
2 years ago
Skilled Expert
BrynCYDEFSkilled Expert

Use search results for bulk action like ticket field updateFuture Consideration

Summary:  Allow bulk action (i.e. ticket updates) to search results.Example: I need to find all the tickets from any time whose Subject Line begins with “new client” and then bulk update their Cat>SubCat>Item to the new value I created recently.On the Search field, I type in “new client” and filter on Tickets in results.Then I further filter the results to be only from the Requester = my API agent (SMART Sentinel).But there is no action available after “finding” these tickets - I cannot take a bulk action on these tickets - there’s no way for me to “transfer” the search back to the Ticket View so I can take the bulk action. Thanks for considering!  :-)@eeha0120 @zachary.king @Daniel Söderlund @shannon.mejia 

4
JoshuaGessaro
2 years ago
Skilled Expert
MDaviesSkilled Expert

Improvements to Add Task Action in Workflow AutomatorClosed

Can you please allow the ‘Assigned Change Agent’ and ‘Assigned Change Group’ options within the Add Task Action on Changes?  Similarly this should be made available on all other Ticketing options that are able to leverage Tasks. This will result in Freshservice Administrators not having to build a series of JSON Parsing/Web Request activities in to their Workflows to achieve this same result.

0
Skilled Expert
2 years ago
BSJFW
Contributor
BSJFWContributor

Create Child Tickets in Workflow AutomatorUnder Review

Ability to create Child Tickets from Workflow Automator. This would be a very powerful feature that will allow for deeper automation. The ability to automatically create child tickets based on specific conditions will help create more intricate and detailed automation, increase efficiency, and solve many problems Tasks currently cannot address.  

10
Daniel Söderlund
2 years ago
Contributor
MBCContributor

Allow for retiring or disabling agent groupsClosed

Requesting the ability to retire or disable agent groups that are no longer needed, rather than deleting them. This would allow for historical data and reporting to still work but remove groups that are no longer active from the list to select. Also would allow groups to be disabled when not needed but brought back if required.

0
Contributor
2 years ago
Top Contributor ⭐
BartVBTop Contributor ⭐

Checklist For helpdesk supportClosed

While the knowledge base provides decent support, it would be nice to have a checklist possibility within fresh,some agents don't know what to ask or search for, and this would give them a guideline to follow scripted in the ticket tool and not a separate excel or doc, on the other side this can then also be set up for end users, so they know what info to provide before creating a ticket and making the info more complete. Would anyone have ideas on how to integrate this in fresh service?

1
2 years ago
thx1138
Contributor
thx1138

Status for deprecated items (assets and services)Closed

Please create a status for things that have been deprecated.  Contracts can expire, but there is not a way to indicate the software has been deprecated or services have been decommissioned.  I would rather mark them as deprecated than delete them.  

1
thx1138
Contributor
2 years ago
Skilled Expert
oclews10Skilled Expert

When a requester marks a ticket as closed - Asked them to provide remark/info on why they are closing?Closed

Hi,Much in the same way we would expect all agents to set a resolution note when resolving a ticket, if a requester has their reasons for going into the portal and marking a ticket as closed, can we perhaps enforce them to provide a remark/reason why they are doing this? It may be as simple as the ticket is no longer required (e.g. They’ve worked out the issue themselves), but it would be handy if this was detailed by the requester.It would make sense also that this action would email the agent who currently holds the ticket to notify them the requester has done this. Currently, we have had to make a make shift workflow that isn’t fully tested to do this particular process - We’ve had agents left a bit puzzled when a ticket they expected to see has disappeared from their assigned tickets view, only to find out when they contacted the requester that they actually went in and marked the ticket as closed themselves.Perhaps this functionality exists, or someone has a working method for it they would be happy to share. It still feels like a gap in the notifications that are sent out in Freshservice that should exist to make it easier to keep track of tickets.

0
Skilled Expert
2 years ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Add a do nothing/exit to actions in automatorClosed

In the automator, it would be good to have a “do nothing” action block to symbolize the workflow ends. Example: We have an automation that will route all service requests based on predetermined groups to handle them and if there is no group listed in the service request, it routes to our L1 team to triage (in case we forget to add the new SC Item to the Custom object table). If a scheduled SR is created it will be routed to L1 despite having the group specified on creation. If we create a condition that forces the automator to do something only if the group is empty, it results in a condition that has no opposite output) see below)Example conditionI have seen workflows where this lack of “no” condition causes following automators to not run because, according to the activity log, the workflow is waiting for automation (or similar).Having an “action” of “end workflow”, “exit” or similar would be helpful with troubleshooting and even representing that the workflow is intended to be completed instead of just being empty.

2
Medic1334
Top Contributor ⭐
2 years ago
DanielRuff
Top Contributor ⭐
DanielRuffTop Contributor ⭐

Business Rules - Same field as condition AND actionFuture Consideration

I guess everyone came across that behaviour when trying to configure business rules.The idea is to have the same field as condition for that business rule to apply and the same field/dropdown as action. Can one of you think of other interesting use cases?Here a few from my side. Hiding status "closed"Freshservice implemented a feature for hiding the close button in the navigation bar of a ticket (editing a ticket). You can now disable the field “save and close” when creating an incident (new tickets). Great for us.As a consequence of disabling this button you can no longer see the status “closed” in a ticket dropdown. An agent checking a closed ticket now shows “open” in the dropdown as this is the first value and “closed” is shown at the top right. This could get fixed by this idea. Only when the ticket status is “closed” extend the dropdown and show “closed” again. Archived agent groupsWe disable archived agent groups that are no longer needed. We need this for history and audit purposes. Agents are not allowed to send a ticket to that group as we hide this group within the dropdown. Another issue is that in the overview you can still select that group as the ticket overview is not affected by business rules - bypassing business rules is possible which is also an issue for us in change management. This ticket for example is in an archived group, an agent checking this ticket shows no agent group. Same logic as use case before. Limit functionalities for a field to only specific personsImagine a checkbox that everyone should be able to check. But not everyone is allowed to remove again. Everyone can mark a ticket as a security issue. But only the security department should be able to uncheck this checkbox again, so I wanted to disable this field. Once checkbox is ticked, disable this checkbox - same field for condition and action which is not possible as of now. Change ticket typeYou are able to change an incident to a service request. No information gets lost in this case. But if you convert a service request (with a catalog item attached) to an incident, the information the customer entered is lost. So i could imagine a business rule: Condition: type is servcie request, Action: Disable type.I know this can be handled by the condition “service request item is attached”. Happy for anyone to share other ideas.

2
2 years ago
Skilled Expert
MDaviesSkilled Expert

More Control Over Visibility Of Custom Cards On PortalClosed

Custom Cards on the Portal can not be hidden from view to Requesters who have not yet logged in unless you use extensive HTML within the Portal Designer which, for a solution which is meant to be no-code, does not really make sense.You should have a choice of whether you wish for your Custom Cards to follow the same conventions as the Default cards (example, being hidden to Requesters who have not logged in).

0
Skilled Expert
2 years ago
ammon.nelson
Skilled Expert
ammon.nelsonSkilled Expert

Increase options for Business Rules for Changes and Start/End DatesClosed

Currently for Business Rules for changes, to set a condition for start dates and end dates, the only option is to select a between range of actual dates. Could that be expanded to have a condition for relative dates? For example, set a condition for if the start date is after the current day.Currently changes are able to have their status closed even if the current date is before the start date. It was requested that this be restricted or give a warning of some sort. I tried to create a business rule and couldn’t because I could only select the “between” option for start date and then only select absolute dates - for example between February 4 and February 8.

4
Medic1334
Top Contributor ⭐
2 years ago
sakeban
Apprentice
sakebanApprentice

Maximizing Instagram ROI with Freshworks: Tips and StrategiesClosed

In this thread, you could discuss how businesses can use Freshworks tools to improve their Instagram marketing strategies and track ROI. Here’s a breakdown of what you might include: Integration Tips: How to connect Freshworks with Instagram to streamline customer interactions and track engagement. Analytics and Reporting: Ways to leverage Freshworks' analytics to measure the success of Instagram campaigns and gain insights into customer behavior. Customer Support: How to use Freshdesk or Freshchat to manage Instagram-based customer inquiries and provide timely support. Automations and Workflows: Ideas for automating responses or workflows for Instagram messages and comments. Case Studies: Examples of businesses successfully integrating Instagram with Freshworks tools and the results they achieved. Encourage community members to share their own experiences, strategies, and questions related to integrating Instagram with Freshworks. This can foster valuable discussions and insights!

0
sakeban
Apprentice
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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