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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
raymondcanilao
Top Contributor ⭐
raymondcanilaoTop Contributor ⭐

Change LifecycleClosed

Has anyone already modified or revised their change lifecycle? I'm curious to know which additional change stages you've added beyond the default change lifecycle.

0
raymondcanilao
Top Contributor ⭐
2 years ago
geekkr
Apprentice
geekkrApprentice

Editing messages in FreshchatClosed

The idea is to give the possibility to edit/delete sent messages. Only on active conversation. There may be some slips while helping the clients. It would be nice to have such a function, that other services have. Also make this function on the different channels as well, not only instagram or whatsup, but also on telegram and viber (those are on the marketplace)

0
geekkr
Apprentice
2 years ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Workflow export to image/PDFClosed

It would be nice to export an automator into other formats that can be placed into a knowledge repo or similar.  Taking screenshots can work, but our workflows frequently require multiple screenshots to be stitched together in order to represent the overall flow but also what each step does (by title). If there were a way to export to image, PDF, etc similar to Visio or even Draw.io this would be great for architectural diagram perspective.

2
2 years ago
ljohnson
Apprentice
ljohnsonApprentice

Ticket CloningClosed

There should be a native option to clone a ticket. The Clone Ticket application developed by a third party vendor is broken. Why this feature is not a native part of the platform is mind blowing. Can it be added?

1
2 years ago
CEWAEmployee

Recurring TicketsClosed

(Just creating a new topic as most others have been closed for comment)I would like to +1 the requirement for Freshdesk to include the feature to allow the creation of recurring tickets.These types of tickets are usually critical to OSH or compliance and therefore too critical to rely on a ‘Google Calendar’ to send the request through.Also, yearly recurring tickets are so infrequent that you will not notice if those tickets are not being created by the ‘Google Calendar’ solution.This really should be a built-in feature, not a paid-for extention.Thanks

0
2 years ago
Apprentice
jthomas1360Apprentice

Review Call Center SLA MetricClosed

We recently migrated from RingCentral to Freshcaller + CSS and our SLA has tanked.  We’ve noticed “timedout events” are driving this as the calculation is from the time the caller leaves the queue until the time the call is actually answered.  I reviewed how RingCentral calculates SLA and it appears the count when it leaves the queue and id “delivered” to an agent.  I wonder how other platforms calculate SLA and whether we should essentially have two values (one is the SLA from when it leaves the queue and is routed to an agent and one for when when the call is actually answered).  RingCentral definition is below for reference: In SLA (INSLA)The number of contacts queued for a skill and routed to an agent within the defined service level threshold. You can define the SLA when you configure the skill.

0
Apprentice
2 years ago
Apprentice
jthomas1360Apprentice

Agent Event ReportingClosed

As monitoring agent activity is critical to call center work force management (WFM), there needs to be a report/export to shows and agent’s activity throughout their day.  (i.e. Logged In Date/Time Stamp, Took a Call Date/TimeStamp, ACW Date/Time Stamp, etc.).  Standard in today’s call center platforms.

0
Apprentice
2 years ago
Apprentice
jthomas1360Apprentice

Abandon Rate in ReportingClosed

Abandon Rate is a KPI that is basic in call center platforms.  Yet, there is not a metric with this value, which means the end user gets to “do math” and calculate the abandonment rate.  This metric should be visible on the dashboard and in the reporting-analytics.

0
Apprentice
2 years ago
Apprentice
jthomas1360Apprentice

SLA Metric in ReportingClosed

Knowing it’s a critical KPI as you show it on the dashboard, I’m dumbfounded that there is not an SLA metric in the reporting.  Instead, we get to “do math” to calculate our SLA.

0
Apprentice
2 years ago
nvanegas
Apprentice
nvanegasApprentice

For larger teams, Agent Availability on Dashboard cannot sort by Available agents or Unavailable agents. To avoid scrolling thru mainy pages to find the available agents scattered in many pagesClosed

For larger teams, agent Availability on the Dashboard cannot sort by Available agents or Unavailable agents.Sorting is Key if you have a larger number of agents and scrolling thru pages just to find the available agents scattered among many pages. Ideally is to see your available agents all together and not scattered all around many pages. 

1
Apprentice
2 years ago
KrisC
Skilled Expert
KrisCSkilled Expert

Allow the Timer node to accept the results of a functionUnder Review

It would be very nice if the Timer node can be dependent on the results of a expression node. My example:I have a workflow that will determine the amount of hours until the next action needs to take place. In this case, HR submits a offboarding request > Workflow calculates the hours until the termination date/time then pauses and waits to finish the rest of the workflow until that timer ends.  The end result I would like to trigger a orch in google at that time.

8
Daniel Söderlund
2 years ago
zephnath
Apprentice
zephnathApprentice

FreshService API - Auto_Assign_Tickets (Round Robin) - Make EditableFuture Consideration

FreshService API permits us to view the status of Round Robin agents via the Auto_Assign_Tickets Arribute. I see plenty of requests from users that request the ability to schedule Round Robin agents, so that they are automatically logged in and/or out of the round robin auto-assignments. But FreshWorks does not provide this ability. If FreshService permitted API PUT calls to the Auto_Assign_Tickets attribute, we could build our own solutions to some of the commonly requested features related to Round Robin, including auto-login and/or auto-logout. Additionally, this could be integrated with not only calendars, but also 3rd party services such as Power Automate, Zoom Workplace, Pay Roll Systems, etc.

0
zephnath
Apprentice
2 years ago
Israel
Active Contributor
IsraelActive Contributor

Improve Summary Note Functionality to Enhance Team Performance MetricsClosed

Description: I would like to suggest an improvement to the way Freshdesk handles summary notes in relation to performance metrics. Currently, my team is spending a significant amount of time ensuring that their notes and action items are clearly outlined in the summary area of tickets. However, this time is not being reflected in their performance metrics, which is causing issues.Issue:The existing summary notes do not contribute to performance metrics, leading to unrecognized efforts from the team. Team members are dedicating time to maintain detailed summaries which are essential for project tracking, but this effort is not counted towards their performance. The current setup is working against the team as their diligent efforts in maintaining summaries are not being acknowledged in performance reports.Proposed Solution: Summary Notes as Performance Metrics: Implement a feature where notes added in the summary section of tickets are automatically included in performance metrics. This could involve a special type of note or tag that, when used, is tracked and reflected in performance evaluations. Timestamped and Counted Notes: Introduce a feature where adding a note can be done quickly (similar to private notes), and these notes are timestamped. Ensure these notes count towards performance metrics and can be easily referenced in summary reports. Custom Fields and Automation: Allow for the creation of custom fields specifically for summary notes that are included in performance metrics. Provide automation rules that can tag or categorize these notes to be included in performance tracking. Enhanced Reporting: Customize Freshdesk reports to include data from the newly introduced summary note fields or tagged notes. Ensure that the reports accurately reflect the effort and time spent by team members on maintaining comprehensive summaries. Benefits:This improvement will ensure that all efforts by team members are recognized and reflected in their performance metrics. It will streamline the process of adding and tracking summary notes, making it more efficient for the team. Enhanced reporting will provide better insights into project progress and individual contributions.Conclusion: By implementing these suggestions, Freshdesk can greatly improve its utility for teams that rely heavily on comprehensive summary notes for project tracking. This will not only acknowledge the efforts of the team members but also enhance the overall efficiency and accuracy of performance metrics.

0
Israel
Active Contributor
2 years ago
Active Contributor
joestractActive Contributor

Problem Management OverhaulClosed

Problem management needs the capabilities to edit default form fields, create business rules, maybe workflows, etx.it needs the capabilities of the rest of the freshservice ecosystem.

0
Active Contributor
2 years ago
Apprentice
frcorteizApprentice

Corteiz - Corteiz Clothing - Up to 30% OffClosed

Corteiz est la marque streetwear vêtements britannique avec son logo emblématique Alcatraz. Achetez des Corteiz vêtements EN FRANCE. Jusqu'à 40% de réduction.

0
Apprentice
2 years ago
Apprentice
b.packardApprentice

Round Robin Based on Agent ScheduleFuture Consideration

I would like to see Round Robin based on an agents schedule. Some agents forget to turn round robin off on their off days and tickets will keep getting assigned to them. Reassigning those tickets can be cumbersome.

0
zephnath
Apprentice
2 years ago
Apprentice
KormakApprentice

Combine Freddy Analytics with the wider analytics platformClosed

It would be really useful to be able to generate reports inside analytics combining Freddy usage statistics with other functions inside Freshdesk, so that we can track overall usage of AI functionality in comparison to existing solutions such as canned responses or freeform emails. This would also allow us to track how much benefit Freddy provides in terms of time or cost saving compared to non-AI responses.

0
Apprentice
2 years ago
Skilled Expert
bhotaSkilled Expert

How to add custom fields in Assets > Software List ViewClosed

Is it possible to add custom field in Assets > Software List view. I know that we can add new field in the form but it still does not appear in the list. Please see the attached screenshot to know which view I am talking about. Thank you.

3
2 years ago
Apprentice
zpaineApprentice

Please add "New Email" button to FreshServiceClosed

Please add a “New Email” button into FreshService, just like we have with FreshDesk. This is to allow us to initiate a new email conversation with someone and associate that to a new ticket. Not having this ability has been deeply painful.

0
Apprentice
2 years ago
Skilled Expert
maxlehot1234Skilled Expert

Implement something to link asset to a ticket inside workflowClosed

Hi,Is it possible to link an asset to a ticket inside the workflow?Example:A service request for more RAM inside a computer is created by an agent.The form force the agent to linked the asset (the computer).The tech in charge of all orders received an email with asset name.I want to add the asset link at least or add specific assets details like serial number, service tag, etc.That could be really useful for sure.Thank you, 

1
Daniel Martin
2 years ago
Apprentice
msatherApprentice

Allow users to check out and return loaner hardware by scanning a barcodeClosed

Currently the only way to change the status of a loaner item is for it to be done manually. If a user can simply scan the barcode or even and NFC Tag when checking out or returning an item, there is no need for a technician to be there to change the status of the item.

0
Apprentice
2 years ago
Community Debut
Michael_FleetCommunity Debut

FreshService Bulk Asset Tag Barcode Import and ExportClosed

We would like the ability to -Bulk export asset tag barcodes from FreshService (to provide to an external asset tag printing vendor). Bulk import asset tag barcodes into FreshService (to update the default barcode). Based on a recent support case, none of these functions seem to be currently available.

0
Community Debut
2 years ago
Apprentice
jcervantesFTGApprentice

Change Requester via Workflow Automation or ScenarioClosed

I’d like to be able to change the requester of a ticket using an Automation or Scenario. The idea is I would base my criteria on who the original requester email was (e.g., no-reply@microsoft.com) and change that to someone else within our company, so that they get the ticket updates/closure notices. Currently we do this manually and we’d prefer it was automated. 

1
Daniel Söderlund
2 years ago
nhess
Contributor
nhessContributor

Service catalog mandatory fieldsClosed

When creating a service catalog item with additional items, can you make it possible to uncheck those additional items?Currently any mandatory fields in those additional items automatically force you to fill out a request for thatexample: our onboarding listing includes a request for PC, badge, phone number, etc. sometimes we hire interns which will not get a new PC. but because the OS, and formfactor is a mandatory field, it now requires them to fill this out.

1
mbackwater42
2 years ago
TedHarrison
Apprentice
TedHarrisonApprentice

Allow for Onboarding custom email field to be visible to workflow automator action "send email to"Closed

My goal is to use an Onboarding bundle including a service item to create a new company email address for the new hire.  Using the Workflow Automator, when the service item ticket has been resolved, the action taken would be to send an email to the new hire’s personal email (not company email) by pulling in a  custom text field “personal email address” found in the create a new company email address service item.  The purpose of this would be to inform the new hire how to access their newly created company email account and provide them credentials for logging in.

1
mbackwater42
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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