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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
Skilled Expert
tyler.brandtSkilled Expert

Parent Ticket AssociationClosed

I believe it should be easier to attach a child ticket to a parent. Currently, you have to have the Parent ticket open and then add a child. It would be great if you could also add the parent from the child.UI wise, this could function exactly the same as the current system to associate an incident with a Problem.An entry for “Parent Incident” could be added to this list that works the same as the Problem one. Thank you,

6
TFreeman
2 years ago
Skilled Expert
MDaviesSkilled Expert

Email Settings and Mailboxes Improvement SuggestionsClosed

For our organisation there are at least a couple of features missing from the Email Settings and Mailboxes Admin area.It would be very handy to be able to enable logging on your configured mailboxes so that you can validate which emails have or have not been imported and why/what rules triggered on these emails.Another feature which would prove very useful is the ability to ignore emails with particular subjects or from particular senders either on a per-mailbox level or globally so that they are never imported in to Freshservice in the first place.

0
Skilled Expert
2 years ago
Contributor
gabriel.ribeiromxContributor

FR - Better Emoji SupportClosed

Fine, when I try to save new templates or canned responses, the Emoji get scratched right after or the template/response can't even be saved.Windows 10 and Android have plenty of Emoji support, but Freshdesk falls short for that.Could you please implement better Emoji support to be sent on emails?Thanks.

3
julia.a
2 years ago
Apprentice
alulicApprentice

Searching through workflowsClosed

I think that it would be usefull feature to search through workflows for certain keywords that are contained within workflow. For example when we want to find all workflows where “Tier 1” support group is used.Hope you will add this feature soon.

0
Apprentice
2 years ago
Skilled Expert
MDaviesSkilled Expert

New Event Option In Workflow AutomatorClosed

I think it would be beneficial if there was an Event option available in the Workflow Automator regarding an Email being received or an Email being read by Freshservice.Currently there is nothing available to deal with the scenario that immediately precedes a Ticket being raised or a Reply being received relating to an existing Ticket:This means if there are scenarios where you don’t even want a Ticket to be generated or updated by an Email you are out of luck.This can be even more problematic if you choose to have Freshservice ingest Emails directly rather than them be forwarded on from a Mailbox.

0
Skilled Expert
2 years ago
Apprentice
LisaHIApprentice

MS Teams collaboration option also for changes and problemsClosed

It would be nice if it were also possible to collaborate on changes and problems via MS Teams.  

0
Apprentice
2 years ago
Skilled Expert
MDaviesSkilled Expert

Improvements to the Freddy AI Suggestions 'Thank You' DetectorClosed

Currently the Freddy AI ‘Thank You’ Detector is utilised in workflows via a simple condition check:Documentation: https://support.freshservice.com/support/solutions/articles/50000000064-manage-reopening-of-resolved-closed-tickets-with-thank-you-detector I propose some extensions to the Freddy AI suggestions feature, namely the ability to add other suggestions to be leveraged by this condition check.The intended use case would be, for example, when a Requester replies with something like ‘I will check’ or ‘I will get back to you’ or ‘I will ask’ being added as a Public Note and subsequently not triggering any subsequent Workflow Automations.This would greatly expand the usefulness of this feature and helps Administrators avoid having to go in to the heavy use of Expressions or JSON Parsing.

0
Skilled Expert
2 years ago
gfsan
Apprentice
gfsanApprentice

Restricted access in AnalyticsClosed

As a newbie to Freshdesk, I am still discovering all the features of the helpdesk. As for my company in particular, we have several products that we want to keep separate. At the moment we have the Growth plan, so we can't work with "Multi-products", just with different groups and supervisors. One of the most interesting features for us is that the supervisors can only see the reports of the groups they are assigned to. However, this feature disappears in Analytics (as the Freshdesk team has also confirmed to me): whoever has access to Analytics can see all the information for all the groups. I guess we wouldn't be the only company interested in being able to manage access to Analytics.

2
Amrit Mishra
2 years ago
Apprentice
duptonSMApprentice

Allow requesters to favorite/save knowledge articlesClosed

Many of our requesters use the knowledge base frequently, and some have asked if there is a way to save or favorite the articles they reference most often. I’d like to suggest this as a feature you all build into the product.

0
Apprentice
2 years ago
Hariprasath.D
Apprentice
Hariprasath.DApprentice

Incidents data in Thai language export option to English availability Closed

we have a customer in Thailand who uses Freshservice ITSM tool. Incident data is stored in Thai Language. To integrate Fresh service ITSM tool with our AIOPs tool incidents and other details which are on “THAI language” needs to converted to English, so as the data can be fed into our automation platform. Meaning:- Current Incidents data export option to English availability 

2
alyssia.correa
2 years ago
pOttenbacher
Contributor
pOttenbacherContributor

Allow Solutions and Canned Responses to be Accessible Across WorkspacesClosed

Currently if we have a canned response that would be useful in another workspace, Fresh Support tells me I need to create a copy of that canned response. This isn’t a scalable solution as we have 10+ workspaces and many of our Canned Responses are applicable across all of them. At least for Solution articles we can manually navigate to those and copy/paste the URL but that undoes the utility of the button to include them within the Reply. Also I don’t think it would capture the tracking of using that Solution Article that way.Having different workspaces is such a nice feature, but limitations like these threaten to make them non-starters.

0
pOttenbacher
Contributor
2 years ago
Active Contributor
laminblakeActive Contributor

Datasource filter for dropdownsFuture Consideration

for both onboarding and service requests we use the “all users” DataSource to be able to select any user in our organization (as all users in our organization are synced to the fresh service requestors table). The problem is, the “all users” table also includes requestors outside of our organization or in some instances personal emails of our internal users. If we had a way to dynamically filter the “all users” table when setting up the dropdown to only users with a specific domain in their email address, that would solve this issue. 

3
pOttenbacher
Contributor
2 years ago
Olli
Apprentice
OlliApprentice

Licencee fee for company administratorClosed

As a company administrator of FreshDesk, I am not using the product for day-to-day operations.A company administrator should not be accounted for a full licencse fee. - Please review.

1
pOttenbacher
Contributor
2 years ago
paulroberts89
Top Contributor ⭐
paulroberts89Top Contributor ⭐

Filtering and Nested Categories for Service CatalogFuture Consideration

Currently there aren’t options for filtering or creating nested categories in the Service Catalog meaning that large catalog’s can be difficult for users to navigate. All ecommerce platforms I’ve ever used have filtering options to help the user narrow down on what they’re looking for. Being able to create specific filter types (e.g. hardware type to just show all applicable accessories for a Macbook Air would really improve the UX. 

17
2 years ago
nstegmann
Contributor
nstegmannContributor

Be able to "report/block" Whatsapp conversations in FreshchatUnder Review

.

5
alyssia.correa
2 years ago
pOttenbacher
Contributor
pOttenbacherContributor

Dashboard: Take Out "Due By" Requirement in Task WidgetsClosed

The “Due By” (Image 1 and 2) requirement forces me to spend three widgets on any given task view in order to account for them all. You already give us the “Due By” option in the Task view filters (Image 3) so there is no reason to continue keeping this required filter in the widget itself.Once you remove this, tasks will be much more useful to many people. For now, they fall off the radar too easily to depend upon. Image 1Image 2Image 3 

0
pOttenbacher
Contributor
2 years ago
Apprentice
mstantonApprentice

Restrict delegates for approvalClosed

It would be great to be able to limit which users can be selected as a delegate for approval (ex. Only direct supervisors or requester’s/agents listed in a certain group)

2
abateson
2 years ago
MichaelJM
Top Contributor ⭐
MichaelJMTop Contributor ⭐

Projects Separated by WorkspaceClosed

We have a few different workspaces in our organization, but all of the Projects show in the same Project space. While it’s great to be able to have cross-functional Projects, it would be great to be able to view ‘All Projects’ by Workspace and not have to add all members of workspaces to the projects we want them to see. I don’t believe this filter exists, but it would make sense to have a Workspace for Projects, just like there are for tickets.

2
2 years ago
Contributor
Fanny AEContributor

Add a due date for re-opening a specific ticket / or a reminder option ?Closed

It will be great if we can have a “calendar” in the ticket, in order to re-open a ticket at a specific date. Or a reminder system ? Instead of letting the ticket in pending for months, till the answer of the client after his decision, that he will give us at XX/XX/XXXX.In my specific case, (holidays vacation rental), it is to recontact the client after the cancellation of the booking, 1-2 months later, to see if the booking has been hired again, and if yes, to offer him a voucher through the ticket.Or after an appointment on spot, at a specific date, to give the possibility to the client to use the same ticket to let us know, but without letting the ticket pending for months. If the ticket is resolved, it goes closed after 5 days, and then, the client can’t use it anymore.

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

Add ticket number to asset recovery ticketsClosed

We would like to add the ticket number to the subject line for asset recovery tickets in the Offboarding module. This way, when we send email notifications to interested parties that are not agents, those parties can have a reference to the ticket number when they have follow-up questions. As you can see in this screen shot, there is no option for Ticket ID or any equivalent placeholder.   

1
Daniel Söderlund
2 years ago
kamleshppanchal
Apprentice
kamleshppanchalApprentice

Unable to create automation based on action taken by Ticket CollaboratorFuture Consideration

While creating automation, it only gives option to select Agents/Requestor/Both/System. There is no option to select ticket collaborator.We have a use case to update ticket if ticket collaborator takes certain action. Due to unavailability of this, we are unable to achieve our business use case.

3
julia.a
2 years ago
Contributor
Fanny AEContributor

Freshconnect : archive old conversations where the required action/question is doneClosed

Instead of leaving the freshconnect when I answered the colleague, or when I made the requested thing, I would like to put this conversation in a resolved list. I only keep the freshconnects where I have still something to do. Otherwise, they are too much topics and I loose the focus on the urgent ones.But, the others freshconnect that I left, I loose them… Is it possible to archive them somewhere, and have a search function on it ?keywords date name of the colleague name of the client … 

0
Contributor
2 years ago
Contributor
Fanny AEContributor

Searchs option and filters in the historic Freshchat conversationsClosed

HelloIt is necessary to have the possibility to search a historic chat conversation based on :date ID of the conversation (mentioned in analytics) name of the client / e-mail of the client name of the agent key word tag labels …Why ?to find a specific conversation if a client referred to it, especially if he talked to us without being logged in, then it is not connected with our client in the database. other utilities as report

0
Contributor
2 years ago
Contributor
Fanny AEContributor

Freshchat : give the possibility to the client to close the chat conversation + automatically closes when the client leftClosed

HelloIt would be useful for the client (and the agent), if the client has the possibility to leave and close the chat-conversation, if he opens it by mistake, or if he finds his answer by himself.In the same logic, if the client leaves our site, and our chat-conversation, it would be useful to close the chat automatically.   

0
Contributor
2 years ago
Ravia Xu
Apprentice
Ravia XuApprentice

Feature Request: Freshdesk Native Integration with Instagram CommentsClosed

We found native integration tools to be more convenient, more approachable and less of a hassle. With regards to that, it would be awesome if the native integration of Freshdesk with Instagram comments could be provided in near future.

2
zafariqbal07f
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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