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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
MichaelD
Contributor
MichaelDContributor

Handling Mixed Language Catalog Items: Seeking SuggestionsClosed

Our organisation faces an interesting challenge: Freshservice only supports American English, while our corporate communication predominantly uses British English. As a result, our service catalog(ue) items sometimes mix both languages (e.g., “licence” vs. “license”).We’re keen to improve the user experience and consistency for our employees.Question for the Community and the Freshworks team:Have any of you encountered a similar situation?How did you address mixed language issues in your service catalog(ue)?Are there any plans for implementing a “Did you mean?” functionality that suggests the correct spelling based on the user’s preferred language? Looking forward to hearing your insights and experiences! 🤔 

0
MichaelD
Contributor
2 years ago
dehaege
Apprentice
dehaegeApprentice

Project Activity PageClosed

We love the fact that Freshservice has a Projects module so we can connect the dots on SR’s and INC’s as they relate to larger projects.  The trouble I have as a manager is the Projects doesn’t have any overall activity page to show what tasks have been worked on within a specific time frame. Another oddity is that you can’t just click to mark a task ‘Complete’ and it automatically fall off the list.  Instead you use task status as a way to keep up with what needs to be worked on.  This isn’t very intuitive based on having worked in several other project specific platforms like Teamwork Projects and Asana. 

0
dehaege
Apprentice
2 years ago
Apprentice
mazor-augmenttApprentice

Enable Holidays in Business Hours for Freshchat PROClosed

Currently Freshchat PRO standalone doesn't offer holiday setup. Every time we have a holiday we need to remove the corresponding day from business hours and remember to add it again once the holiday has passed. The feature is available in bundled versions of Freshchat but not in standalone.  

0
Apprentice
2 years ago
volcanicdove
Skilled Expert
volcanicdoveSkilled Expert

Add Merged Tickets to Related TicketsClosed

Currently when merging a ticket, the tickets that have been merged to a master ticket are not included on the master ticket in the “Related Tickets” tab. Including the merged tickets in the Related Tickets tab, or potentially considering them as “Child Tickets” would enable additional automation opportunities, assist in reporting and generally improve user experience.

0
volcanicdove
Skilled Expert
2 years ago
Apprentice
David BellApprentice

Reduce the character limit for a Knowledge Base article title to 1 character.Closed

For some languages, such as Chinese and Japanese, a title can be less then 3 characters. For example,  the Chinese for Download is 下载, which means this title cannot be used since Freshdesk requires that titles must be at least 3 characters. This is somewhat limiting and I’d like this limit to be reduced to 1 character. 

0
Apprentice
2 years ago
Lavalamp1958
Apprentice
Lavalamp1958Apprentice

API / Automation to create csatClosed

It would be nice if adaptive messaging could be used to create a survey via webhook. The idea would be to create an email with the survey embedded in the email as an adaptive message. The registered message handler app would then call a webhook in which the body of the payload would contain the survey and the endpoint would cause the csat to be created against the ticket. I’ve done this in another ITSM platform and this method tripled the survey response rate. This was in a microsoft environment and was limited to tenant email domains. FS could not be responsible for the adaptive message handler of course, but just having an endpoint that could create the survey would be nice.

0
Lavalamp1958
Apprentice
2 years ago
Tidder
Apprentice
TidderApprentice

More control over forwarding tickets from agent emailsClosed

In trying to cut down email clutter, I’ve created a rule that automatically closes any tickets that have any of my agents CC’d on, and responds to the requester to try again without an agent CC’d.  However, this rule breaks my ability to forward in tickets from my email because, well surprise, I’m now CC’d on the ticket due to some internal automation that Freshdesk does with forwarded emails. Please expose the automation rule on email forwards so I can disable the automatic CC function and continue moving forward with cleaning up my email clutter.

1
2 years ago
Skilled Expert
athomasSkilled Expert

Ability to Export the results of a filtered view.Closed

We really just need to know who is a verified contact with an account in Freshdesk. We can filter on this in the tool, but we can’t export it. In the tool, it only shows 30 contacts at a time. It’s impossible to look through 1000s of customers 30 at a time. An Export is VERY necessary. 

2
2 years ago
suryasanchez
Apprentice
suryasanchezApprentice

Add EML in FreshdeskClosed

There is currently no way of checking the eml of a ticket to see headers.We don’t keep any email on our servers so to debug it’s not possible to view EML file. The only way would be that Freshdesk saves that.

0
suryasanchez
Apprentice
2 years ago
suryasanchez
Apprentice
suryasanchezApprentice

Improvement - automated responseClosed

Check ticket: https://support.freshdesk.com/support/tickets/16264243 All message coming from Zendesk are flagged as automated response which is not correct.

0
suryasanchez
Apprentice
2 years ago
Contributor
OKHiEdContributor

Ability for Agents to assign Assets to other AgentsClosed

If there is an easier way to do this, please advise.  We have looked through permissions but have not found a way for agents to allow view of other agents as (also) requesters.Currently, agents cannot view other agents as requesters.  This means we cannot search for them as requesters, assign assets, and review information in the “normal” requester window.  In a roundabout work around, you can go to activity or assignment in an asset or a ticket that you know an agent has handled, click on that agent’s name in the activity and get to the agent’s “requester” data.  We have not found a way to get there directly via search. In our system, agents are also requesters.  Even though we are agents, we serve other agents (and vice versa) in the course of business and need to be able to assign assets and review information for them as a “typical” user.Thanks for your consideration.

1
kpatterson
2 years ago
Contributor
ttubbsContributor

Change Sort Order of Saved ViewsClosed

We currently have 12 different views that we use for our agents to be able to easily see their tickets or groupings of certain tickets.If a new View is created, it's displayed at the top of the View list. We like to keep our Views organized so they're easy to find for our agents. However, if a new View is created that should be positioned in a certain place, I have to delete a bunch of Views and then add them again them just to get the newly created View in the position I want.As you can guess, this is far from ideal.Having the ability to sort and rearrange custom Views would help alleviate this issue.

15
2 years ago
Contributor
LisaLaContributor

Business rules need to apply to Ticket list view, not just when in the opened ticketClosed

We have business rules applied to tickets and service items.  When the agent goes directly into a ticket to edit it, the business rules are applied.  However, if they simply try to update the ticket from a Ticket List View, they can do whatever the heck they want - business rules are not applied. For example, if a ticket status is in a state of Pending approval - in the ticket, their only options are Pending approval, or Cancel.  From the ticket list view, they can see every status in the system.

0
Ecco
2 years ago
Guilherme
Community Debut
GuilhermeCommunity Debut

Automations should be able to delete tagsClosed

Hi, I’ve noticed that Automation Time Triggers can add tags but they cannot delete tags in Freshdesk. Is there a reason for that? It would be really helpfull from a process/type of tickets control perspective to be able to add AND delete tags when needed using Time Triggers. Is there a plan to implement that into Freshdesk? Thank you.

0
Guilherme
Community Debut
2 years ago
Aram Felipe
Apprentice
Aram FelipeApprentice

30 Days automation limitClosed

Hi team, We have several ocasions where a customer needs to update very old tickets but there’s no easy way to do it in Freshdesk, since there’s a 30 days automation limit. Our customer just migrated from zendesk and without doing a script our using manual operations, they cant really change their old tickets anymore.  Please take this as a feature request. 

2
Guilherme
Community Debut
2 years ago
LeoBass
Apprentice
LeoBassApprentice

Limited Dashboards!!!Future Consideration

Good morning, I write because the customization capability of the dashboards is extremely limited. We cannot create dashboards according to our needs. We would like to be able to modify the main Dashboard, or if not possible, at least to be able to make a copy and modify it. I also suggest that you can add banners to the dashboards (text widgets, if I may)... I suggest removing the limitations on the number of widgets in Dashboards. And that the SLA statistics can be customizable. Greetings, 

2
2 years ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Re-order Service Request CategoriesClosed

I see this topic has been brought up several times before and has been closed for voting each time. I believe this was on the roadmap for this year, but I don’t recall exactly when it was to be implemented if it was. It would be incredibly helpful to be able to re-order the Service Request Categories in a meaningful way. As it stands now the Service Request Categories seem to be randomly placed on the helpdesk portal and shift randomly if I re-order the categories in a workspace. Please make this option available as soon as possible, thanks!

2
alyssia.correa
2 years ago
Contributor
LisaLaContributor

HTML editor update for Email Notifications and KB Articles - PLEASE! it is absolutely horrible!Future Consideration

Tons of complaints on multiple community topics related to the editor, but all of them are closed from voting.  Some of them have 60-70 comments about this.The editor is absolutely horrible for editing system email notifications, Knowlege Base articles, and using the Content Field type on a service or ticket.  All kinds of alignment issues, extra lines being inserted when not present in the editor.Why are the editor topic submissions being closed for voting or comments and nothing is being done about this? 

0
Contributor
2 years ago
Contributor
LisaLaContributor

If a Requester uses the Requested For option - Show the Requested for Name when the requester views the ticketClosed

When a requester submits a ticket and utilizes the requester for option, after submission, when the requester views their active tickets, they cannot see that they requested it for someone else.  Adding this to every service subject line, mucks up the ticket list view.It should display the requested for name to the requester, after submission, just like it does in the end user portal.Example:  Manager requests the same service for several employees.  Once the ticket is submitted, they have no idea which ticket has a requested for on it and cannot see the name of the requested for

0
Contributor
2 years ago
Contributor
LisaLaContributor

When user replying to ticket in Requester Portal - Update button should be inactive if no fields are available or updated by the requesterClosed

In our Requester portal, we only allow the end user to reply to the agent.  There are no active fields for them to update, yet the Update button is active.  This causes confusion to our requesters and they sometimes click on Update and send a Reply, which sends double notifications to the agent.This button should be just like the Reply or Private Note -  grayed out unless something has been changed on a field.  We do not wish to hide it permanently as we may opt to have the customer update a field in the future depending on the workspace they are in.  

0
Contributor
2 years ago
Top Contributor ⭐
jmfreshuserTop Contributor ⭐

Clipboard for Solutions code viewClosed

When using “Insert code” in a Solutions article it is invariably because we want the end user to be able to copy all the code and paste it elsewhere. Marking the text to copy is surprisingly cumbersome - how about adding a Clipboard icon to the control for easy copy? # This is PowerShell code, a template that for some reason is not available in Freshservice.# Copying everything in the box does not appear to be much easier, though. 

0
Top Contributor ⭐
2 years ago
Contributor
LisaLaContributor

Content Field type needed on Global > Field Manager > TicketClosed

Missing the Content field type on Global > Field Manager > TicketWould like to have this field so we can put standard information on the screen that applies across all workspaces without having to add it to every workspace. 

0
Contributor
2 years ago
Contributor
LisaLaContributor

Ability to add a service under multiple service catalog categoriesClosed

We would like to be able to have one service, that can be displayed under more than one service category.  This way we can easily group certain services together and provide that category grouping to a set of requesters (much like a task list), while other requesters can find those services under the other the normal category.  Currently, you can only add a service to one category.  Would be great if you could have it display under multiple categories, without duplicating the service item itself.

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

Relate Service Requests to IncidentsClosed

New feature to allow us to relate Service Requests to Incident tickets within the Freshservice ticketing system.It is often necessary to request new services to resolve incidents. For instance, when an issue arises with a user's device, we may need to create a Service Request to resolve the issue. However, the current Freshservice system does not allow us to relate these two types of tickets, which can cause difficulties in tracking and managing related issues.Example Scenario:An incident is reported where a user’s laptop is malfunctioning. To resolve this issue, we need to request a new service, such as a replacement laptop or additional accessories. Currently, we cannot link the Service Request for the new laptop to the original Incident ticket. This lack of linkage makes it challenging to see the full scope of the problem and the steps taken to resolve it. 

1
kpatterson
2 years ago
Apprentice
tokeer.rasulApprentice

Creating TasksClosed

Like Incidents, be able to create a Tasks that are just tasks and not assigned to incidens.  this may be just for agents to perfom certain tasks.

0
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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