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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
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Admins should be able to create views for others without being a member of the groupUnder Review

As the FreshService Admin for my company, I wanted to create views for each group within my organization. We are relatively small, with only 50 employees - not a very high number, but as the Admin for the product, I would assume that I would be able to create a view and share it with employees in a certain group - it even seems there is a way to do this throught the UI.When I do that, I get a message saying my “View was created”, but I get a simultaneous message that tells me I don’t have permissions to do this - the view is never created and it is not available for the other groups.The only way to do this, is to add myself as a member of every single group. I tried that and I created the views and then removed myself from the groups, but that also removed the views I had setup for them.With being such a small company, I could walk around to 50 people and do this, but I still think that is ridiculous - as the Admin, I should be able to create the views that I want to and share them to the groups that I need to share them with. I couldn’t imagine implementing this in a larger company

4
alyssia.correa
2 years ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Allow exclusive filtering on Service Catalog dropdownsClosed

I have a use case for a dropdown on a Service Catalog item where we have a list of vendors being populated from a custom object table. I can inclusively filter, but not exclusively filter.  In this table, I’d like to have a column for “retired” where any time we stop doing business with that vendor, I can drop an X in the value. Then in the SC item, i’d have it configured so that Retired is not X. Right now, you can only select inclusively, which would mean I would have to swap retired to In use, mark every entry X and then over time remove the X from the in use field. Being able to do this exclusively seems to be quite the oversight from a functionality perspective.

0
Medic1334
Top Contributor ⭐
2 years ago
Skilled Expert
Patrick GSkilled Expert

Add filter in service request catalog (see image, simple and impactful)Closed

Hi all, Service request is incredible, but I will shortly expand freshservice to hr, maintenance and accident prevention dept, and know the catalog will start looking like a mess. I switched to freshservice 3 weeks ago, and some users already already feel overwhelmed by the catalog, can’t imagine when all other services will be there.I know I can filter by category with the left menu, but If I have 3 categories for HR, I can’t make a direct url with the 3 categories selected. What I would LOVE and would be great for user’s adoption is a small filter where I could pre-select a couple categories, and get a unique url to that filtered catalog. I would create cards on the homepage that links directly to the filtered result… making the adventure in service catalog wayyyyyyy more easy and intuivite. Maybe even filter per workspace? Let’s keep in mind that the main reason Freshservice exists, is to give a better service. User’s experience should always be top priority! :)  Let me know your thoughts please!Any workaround?  

1
Medic1334
Top Contributor ⭐
2 years ago
Apprentice
zpaineApprentice

Please support non-delivery reports on ticket creation (not just ticket update)Closed

Hello, FreshDesk is not displaying non-delivery reports on emails that result in ticket creation (a.k.a you used the “new email” button). It’s only displaying them on emails that result in ticket update (a.k.a. you responded to an existing ticket). In the automations there is a possibility to trigger off an event named “Mail sent to requester address failed”, but this only exists on automations triggered upon ticket update, but not automations triggered upon ticket creation. This means that you could be trying to email someone and not know that it wasn’t getting delivered (like you would in any other email platform that would capture the non-delivery report). This can be a big deal when it comes to important contacts or important communications, and you may not always be expecting a reply, so important communications get lost in the void. I reached out to support about 9 months ago and they confirmed there is no solution or work-around right now. I asked them to pass along feedback, but not sure if that went anywhere.

0
Apprentice
2 years ago
Top Contributor ⭐
RobCrossTop Contributor ⭐

Ticket Source - Default Entries are hiddenClosed

Ticket source holds loads of useful entries, none of which are available on the agent ticket entry screen.Please make them available, it doesn’t make sense that I need to create duplicate entries.

2
Top Contributor ⭐
2 years ago
julia.a
Top Contributor ⭐
julia.aTop Contributor ⭐

Clearer e-mail bounce error messages!Closed

When our reply to a requester cannot be delivered=is rejected, so the e-mail bounces, there should be clearer error messages within Freshdesk instead of generic "unexpected error" ones, where we then have to reach out to your Support team to find out the real reason. 

2
julia.a
Top Contributor ⭐
2 years ago
rosefernandz1994
Apprentice
rosefernandz1994Apprentice

Business Rule for Change FormClosed

Do we have a possibility to integrate a logic in change form in business rule where we can mandate that  change requester will be able to request the start time of the change only after 24 hours of the current time. This will help in implementing the mandate of the organization where Change notice time will be 24 hours. 

2
alyssia.correa
2 years ago
ShaunMetrics
Skilled Expert
ShaunMetricsSkilled Expert

Notification for new Freshdesk Forum activityClosed

Implement a feature for Freshdesk Collaborator Agents to receive email notifications for any new Freshdesk Forum activity, ideally for all forums, but at least for a particular forum.Not just for a particular existing forum topic/post, which is already a feature.This feature will enable Collaborator Agents to know if there are new forum posts without having to go the the Forum on the customer portal to check all the time for new activity.

0
ShaunMetrics
Skilled Expert
2 years ago
Apprentice
Mo-NTESApprentice

Automatic removal of private note when merging tickets in freshdeskClosed

Hello Freshworks-Team, we would kindly like to request having the marked automatic created private note deleted by default as a future feature request if possible. We already discussed this in a support session with your agent Dwaraknath K.reasons:-better overview within tickets, less notes to scroll through​​​-the information in the marked note is a duplicate to that 2nd note that is also automatically created above that one in the screenshot, but the above note has also the description included which is more informational-as an agent, you receive at least two e-mails if you have notification on, which we do have and therefore we would receive fewer unnecessary mails-we try to optimize our processes and tasks as far as possible because of high workload and try to minimize and narrow down every task/process to be more efficient, therefore this implementation would be very helpful to us on the other hand we have to manually delete the first note (marked one) on every merge and also the “duplicate” mails.Thanks in advance.​​​​​​​ Br,Moh R.

0
Apprentice
2 years ago
Active Contributor
AndyS_hendyActive Contributor

Service Catalogue, availability time?Closed

Can we can the “available in” selectable to Business days as well as Hours? eg: a piece of hardware is know to take 3 days to order and 2 for configuration so it’s 120 hours. 5 business days is a lot easier for requesters to understand...

0
Active Contributor
2 years ago
Skilled Expert
lulrichsSkilled Expert

Task EnhancementsClosed

Hello!Our teams primarily use tasks for onboarding tickets, because the child tickets causes too much mayhem, especially for our HR and Training teams, who are not used to ticketing systems.I am looking for an enhancement that if [a ticket is updated] then [make changes to tasks on tickets].  The only function that I am able to do within a ticket workflow is to “Add a task,” and in the Perform these actions on option, there is no “Associated tasks.”Additionally, when using the “Add a task” function, I cannot set the due date.  Preferably, I would like to set the date to the ticket’s due date, but the information states that OLA will override.To get around this, I created a separate Task Automation that resets the due date on the task to the onboarding date, but it turns into a major jumble because multiple workflows seem to be working at once, causing some to be missed and incorrectly updated.  I’ve also added a 2 minute timer to the task automation for it to wait for the rest of the onboarding workflow to complete, but then it takes about an hour for each task to be properly updated (27 tasks for an onboarding ticket x 2 minutes per task creation), which is just not feasible.Looking for some major advancements in the task area!!!

0
Skilled Expert
2 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Feature Request: Better navigation in Knowledge Base articlesUnder Review

When reading long articles in the knowledge base and you reach the end the user needs to scroll all the way back up to choose something else.Proposal:make the bread crumbs bar stay visible all the time make the related articles on the right stay pinned all the time in general maybe add a tree structure of articles on the left and pin them all the time

4
msconfig87
Top Contributor ⭐
2 years ago
Apprentice
LisaHIApprentice

Make attachments openable before uploadingClosed

Hi, our customers have reported back that they often want to open attachments again after they have selected them for upload. They want to make sure they have selected the correct attachment before uploading it. However, this is not possible. You can select the attachment and it will be added to the ticket or conversation. But you can then only delete or upload the attachment, not open it again. Simply double-clicking on the attachment has no function. This is a bit tedious. Could you please consider adding this function? Thank you.

1
Contributor
2 years ago
Apprentice
gokhanrzApprentice

Listing Tickets Created by AgentsClosed

While you can see the tickets created by a specific customer, it’s not possible to see the internal tickets created by a specific agent. It would have been good to see an agent’s information like a contact.

1
Contributor
2 years ago
Apprentice
sean.whymentApprentice

Quick edit customer details from ticket pageClosed

We are often contacted by email by new customers from new/existing companies where our agents will often have to edit some key elements of the customer details as we don't have a record of all individuals working within each company we work with: Name - Email display name will not always match customer name, will often be in format of last name, first name etc Company - Agent will allocate which existing company the customer is from if it isn't possible to do this from their email domain (hotmail, gmail etc) I'm sure other helpdesks will have other fields they'd like to see as the minimum for customers, but these are the key ones for us.The problem at the moment is that to edit these details the agent has to navigate to a separate page, firstly clicking on the customer name from the right pane of the ticket page, then clicking the edit button on the customer details page, entering/saving the changes and navigating back to the ticket. All of this can be quite time consuming.What I'd like to see is an 'edit' button next to the customer name on the right pane of the ticket page, which either opens up an overlay on the existing page, or makes the details shown for the customer editable in-line, allowing the agent to quickly make any changes to the customer's details and saving these without ever having to leave the ticket page.

10
2 years ago
Fadhel AY
Apprentice
Fadhel AYApprentice

Dynamic Card titleClosed

Dear Team Good day, I am wondering if we can add the below to the roadmap Total received, resolved yesterday: Can we mention a date in the title instead of saying yesterday or Static title? Can we display the number # and percentage % within the pie chart?Thank you.

0
Fadhel AY
Apprentice
2 years ago
Contributor
cefangmanfoley

Edit Service Request ItemClosed

We need to be able to update fields of service request items after the request is submitted. This is really basic functionality that is missing. Even typos cannot be corrected. This can cause challenges when using automated functions. Even being able to do it only via API first would help, but ideally requestors can edit these. 

2
Contributor
2 years ago
EvgenySmirnov
Community Debut
EvgenySmirnovCommunity Debut

Email Threading for Third-Party Ticket ReferencesClosed

Sorry, it’s a long one.We are a Managed Service Provider (MSP) and as such our clients are companies and all our communications in Freshservice are with clients who typically have their own ITSM system or with their and our suppliers who we need to work to resolve issues with the system under our management who also have different ITSM systems and all of them use their own ticket reference numbers. We have done an analysis and around 40% of all our Freshservice tickets are duplicates (many of them are maintenance notifications from clients or their suppliers which we do need) which come from the fact that Freshservice (as many other ITSM systems) could not thread emails using third party ticket reference numbers. A substantial portion of these emails is generated by automated systems, lacking the attributes currently employed by Freshservice for effective email-to-ticket threading.An example – comms provider doing maintenance. That maintenance might not be touching just us, so even if they could, they would not be able to insert our ticket number in any further communication on it. Their ITSM system sends us at least 4 new emails – initial notification, notification a day before, start of works notification, completion of works notification. That is 4 tickets in Freshservice as the only common thing between all of them is comms provider ticket number, which Freshservice could not use for threading to the same ticket on our side.  To address this challenge, we explored a solution using Power Automate as an email processor, coupled with the Freshservice API to accurately associate emails with the respective tickets. While we succeeded in achieving the desired threading outcome, unfortunately, we encountered a roadblock preventing the release to production. The impediment arose from the inability to insert embedded email images into Freshservice tickets using the API. Despite consultations with Freshworks teams, no viable workaround was identified.What we have done is not a rocket science and pretty straight forward – before an email is threaded to an existing ticket or new ticket is created the subject line is checked for Freshservice and Third Party reference numbers based on formats/patterns we have defined. Here's a brief overview of the features we had implemented, and we suggest getting it implemented in Freshservice:Hierarchy-based Ticket Matching - The system should check references in a predetermined hierarchy, prioritising certain systems over others. For instance, if there is a Freshservice reference, it should be checked first before exploring third-party references.Configurability - The system should be configurable to support multiple patterns for ticket references. This would allow us to adapt to different ticketing systems used by our clients and third parties.Linking Multiple IDs to a Single Ticket - It should be possible to link multiple references to a single ticket. This flexibility is crucial as emails may contain references from various systems (client, suppliers), and being able to associate them with a single ticket would streamline our processes.Updating Multiple Tickets from the Same Email - The system should support the updating of multiple tickets based on references found in the same email. This would be especially beneficial in situations where a single email corresponds to multiple tickets (for example same maintenance in multiple datacentres have different ticket numbers but update can be sent in one email).Visibility in Ticket Properties - Ticket references should be prominently displayed in the ticket properties, providing agents with quick and easy access to this information. This visibility is key to ensuring that agents have all the necessary details at their fingertips.Manual Addition of References - Agents should have the ability to manually add references to a ticket. This ensures flexibility and control over the matching process, especially in cases where references may not be automatically detected.Integration with Outbound Emails - References should be carried over to outbound emails if not maintained in the subject. This ensures consistency and avoids confusion when communicating with clients and third parties.Again, apologies it’s a long one, but it’s a sour point for us so hope to get some backing. Thank you.

0
EvgenySmirnov
Community Debut
2 years ago
Apprentice
JdK 2ssApprentice

Improved sollutions formattingUnder Review

Hi, At the moment im using freshservice and I am writing multiple sollutions for our organization but feel limited by the software.So I would like to share some thaughts on improving the formatting of the sollutions. Set pictures anywhere in the document I like to show what im doing so im using allot of screenshots, but with many screenshots the page feels really long. By locating screenshots to the right side I can compact my sollutions more. Edit pictures By cropping and adding shapes (arrows and cricles) I can edit my screenshots more accurate, now I need to use a third party tools. Add in page links I like to use links to set users to the right section of my sollution using “Table of contents” in word, I would like to see a similar funtions. where a user can click on a link and be pushed to a specific part of the page. Request changes on published articles At the moment if want to edit an published article it sits in draft after being edited. I hope there can be a feature where i can request an edit, keep the page online and as I edit it and keep editing while I discuss the changes with the approver. I hope other poeple will also request these features to be implemented in fresh so the sollutions can look as professional as i want  

5
Caressa
2 years ago
Apprentice
JozanichApprentice

Company (default) required when closing ticketsClosed

When an unknown contact submits a ticket, it would be helpful to have the company default field contained within the ticket properties.  We are currently requiring a custom field however it would be nice to be able to use the default field so that our analytics could be more accurate.  Withing the ticket fields - it shows that the company (default) has the option of requiring the field prior to closing a ticket however that isn’t true.  Only when a contact is associated with multiple companies does the field then show on the ticket properties. 

0
Apprentice
2 years ago
Contributor
JoKingContributor

Further development to recent release of ticket list enhancementsClosed

It is great that we have an advanced filtering ability for ticket views but it is still quite limited. T here is no ability to filter on the level 2 and level 3 of the category field. Ideally we would like to view all tickets except for the ones with "x" sub category (level 2).The Sub category option does not appear as a field until you have selected the category and used the 'is' statement.I tried selecting using includes and selecting all categories except one with the sub category I needed. I then tried adding another line with that category and using 'is' category so I could exclude sub category "x". This doesn't work though because as you cannot select a field which has already been used. It would also be beneficial if we could select any ticket field to filter on and also have the ability to filter using 'Contains', does not contain', 'begins with' etc statements.Therefore there is a lot of limitation on advanced filtering. It doesn’t help that myself and others have previously used MS Dynamics where there is more scope to filter down on specifics of tickets which enhances what we can report on without exporting etc.

0
Contributor
2 years ago
Contributor
JoKingContributor

Sort Scenario Automations and Form TemplatesClosed

With canned responses you can sort them in folders, it would be good if the same could be done for Scenario Automations and Form Templates

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

Allow more data sources in Ticket FieldsFuture Consideration

In the field manager, for a dropdown you can select a data source as listed below but no additional options. We’d like to be able to use a custom object table with a list that we have to force specific items to be selected if conditions are met in a ticket (in this case vendors we work with). We cannot use a custom object table to do this, or even the vendor table that is native and being able to do so would be a huge capability lift.  

7
2 years ago
SofiScheidegger
Apprentice
SofiScheideggerApprentice

Ticket Merging timelinesClosed

Nowadays, ticket Merging allows merging an older ticket into a newer ticket.At simple sight, it would not cause any inconveniences. But if you use Analytics or have any dashboard related to response and resolution times, it will affect those metrics.How? Let´s suppose we have ticket A created on June 4th, which was responded on June 5th.Later, another ticket B is created in June 10th, related to ticket A. So the agent merges both of them. But selects ticket B as primary ticket. That would mean that all interactions from ticket A are merged into ticket B.The timing results show up as follows:Ticket created date = June 10thTicket first response date = June 5th (because the response from ticket A was imported).As the first response time is First response date - created date, this leads to the final first response time being a negative number, which affects all metrics resulting in misleading numbers. Here I have a clear example: When I export the ticket details to calculate the first response time, the final result was = -30 hours.I suggest to have a restriction at merging, like only allow newer tickets into older tickets or something of that sort to avoid this.

0
SofiScheidegger
Apprentice
2 years ago
Apprentice
gokhanrzApprentice

Multiselection Dropdown as ticket fieldClosed

It would be good to have a multiselection dropdown field for tickets in Freshdesk.

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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