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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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Apprentice
gary.carterApprentice

Make the 'Today's trends' on the default dashboard a custom widget please!Closed

The 'Today's Trends' that shows the hourly tickets received, should be a custom widget too. The widgets available to us to create our own dashboards are hideously limited.I'd like to have this not only on custom dashboards (One for each agent using it) but the ability to change the range to Weekly, Monthly, Annually etc would be really great.The custom widget 'Ticket Trends' is very basic and I'd like it to look like the default ticket graph.

3
2 years ago
Apprentice
gokhanrzApprentice

Automation for Solution articlesClosed

It would be great if we can create an automation that sends notification email when a new article is created in the Solutions. Adding something like follow for Solution folders might be helpful. If a customer marks a folder as followed, they can be informed about the changes in that folder (thus, of a specific subject) via email.

0
Apprentice
2 years ago
Contributor
UlfroContributor

workflow emails to Requester Groups get threaded to ticketClosed

As of today a specified user, agent or requester need to answer an email and with Ticket Id in subject line to get the answer threaded to the ticket. I would like to be able to send email from a workflow to a Requester Group instead and if one of them answer the answer will be threaded to the ticket. This would make it easier to generalize workflows as users tend to come and go while Requester Groups is more easy to maintain. 

3
Contributor
2 years ago
ACameron
Apprentice
ACameronApprentice

Ability to select multiple tickets in Search ViewClosed

Would love to see the ability to select multiple tickets in the search function to help my team have better productivity. Sometimes out team needs to search for specific details that may be across multiple tickets, but they are them unable to select those tickets in the Search View to assign to themself. This is them wasting time to need to open each one and assign. Our scenario here is due to getting DocuSign tickets into our platform where the client name is used to dearch for these confirmations they have signed and we could have multiple tickets for each document they sign we need to select and work through.

1
2 years ago
Apprentice
dparishApprentice

Synchronize Agent / Requester Photos from Office 365 / etc.Closed

It would be really great if there was a way to automatically synchronize the user profile picture with an existing system so that it does not have to be added manually.One avenue would be if there is a way to pull them from Office 365 since they already exist in there that way when a user has a contact photo in that system, they will also have it in Freshservice.Also, if they have their photo updated in Office 365, it could also update in Freshservice so that everything stays in sync.

6
2 years ago
bconconi
Apprentice
bconconiApprentice

Department Field for ContractsClosed

As a MSP, we maintain our customers' contracts in the contract module of Freshservice. We would therefore like to have the Departments field so that we can assign the contracts to our customers.

1
bconconi
Apprentice
2 years ago
Contributor
JasonMContributor

Create child tickets from the action option in the Ticket AutomatorClosed

Please add the ability to create a child ticket inside of an action node in the Ticket Automator.   

3
mary4
2 years ago
Top Contributor ⭐
RobCrossTop Contributor ⭐

Filters on ContactsClosed

We have around 1000 contacts that are from our Migration to FreshDesk that aren’t associated with any company, so I want to delete them, but I can’t filter where company name is blank, meaning the only way to delete is one by one. As a workaround I can export all contacts, add a tag, upload then filter on the tag, but this is so long winded

0
Top Contributor ⭐
2 years ago
ShaunMetrics
Skilled Expert
ShaunMetricsSkilled Expert

Freshdesk Unanswered TopicsClosed

Is it possible to filter Freshdesk Forum topics from the agent portal such that only Unanswered topics are displayed? This would greatly help agents manage which topics need attention.

5
Kamakshi
2 years ago
ShaunMetrics
Skilled Expert
ShaunMetricsSkilled Expert

Filter Forum TopicsClosed

Agent productivity would increase if it were possible for agents to filter Freshdesk Forum topics in the agent portal, similar to how they can filter tickets. For example, filtering for Unanswered topics will help prioritize which topics need responses.

1
Kamakshi
2 years ago
Active Contributor
brendonhActive Contributor

Inventory search box not always visibleClosed

If I open the Asset screen, with the view set to Inventory - All Assets, a search box appears above the table of assets.If I change to any other view of the assets (both core and custom), the search box disappears.I would really like to be able to search within a chosen view.

1
islabrown
2 years ago
Active Contributor
brendonhActive Contributor

Searching - partial string lookupClosed

I have SIM cards stored as assets.I use the SIM card number as the asset tag.All start with 000300.In my old system, I would just search for the last few digits.In FreshService, if I do that, no results are returned.If I search for the 00030 I get all Sims, and if I type the whole number I get the single asset.It would be very useful if I could search for any part of a string. 

0
Active Contributor
2 years ago
eeha0120
Top Contributor ⭐
eeha0120Top Contributor ⭐

Dark Mode in Neo portalClosed

Hi.We already got Dark Mode in FreshDesk and in FreshService.Which is the next step?Getting Dark Mode on Neo Portal.Currently, when a user/agent is attempting to perform some tasks related to his/her own user (password, 2FA, data, etc.) and switches from FreshDesk/FreshService (being in Dark Mode) to Neo portal (not being in Dark Mode) in order to do so causes a huge visual disruption.Please, implement Dark Mode in Neo portal as well.

0
eeha0120
Top Contributor ⭐
2 years ago
ShubhamJadhav
Apprentice
ShubhamJadhavApprentice

Why don't we have account inactivity notification triggers to users?Closed

Dear Freshdesk Team,I hope this message finds you well. I am writing to suggest a valuable feature enhancement that could significantly improve the security and user experience across the Freshdesk platform.Feature Request: Account Inactivity Notification TriggersPurpose: Introducing account inactivity notification triggers would help alert agents or users about their inactivity for a specified period. This proactive approach would encourage timely logins, ensuring the system remains secure and active accounts are monitored effectively.Benefits:Enhanced Security: Regular notifications for inactive accounts will prompt users to log in, reducing the risk of unauthorized access or dormant accounts being exploited for malicious purposes. Improved User Engagement: Users who might have forgotten about their accounts can be reminded to log in, ensuring continuous engagement with the platform. Proactive Account Management: Admins and security teams can better manage user activity and take necessary actions for accounts that remain inactive for extended periods.Implementation Suggestions:Customizable Inactivity Period: Allow admins to set the duration after which a notification should be triggered based on their organization's security policies. Notification Channels: Support multiple notification methods, such as email, SMS, or in-app alerts, to ensure users are effectively reached. Automated Actions: Option to automatically suspend or deactivate accounts after a prolonged period of inactivity, with prior warnings sent to users.By incorporating account inactivity notification triggers, Freshdesk can further its commitment to security and user experience. This feature will not only safeguard the platform but also enhance the overall productivity of its users.Thank you for considering this request. I believe it will add significant value to Freshdesk, and I look forward to your positive response.

0
ShubhamJadhav
Apprentice
2 years ago
Top Contributor ⭐
RobCrossTop Contributor ⭐

Interactive filters - Survey and TicketsClosed

On an analytics report that contains both survey and ticket data, allow us to add an interactive filter for the customer name, that will apply to both data sets.  Currently I have to put survey stats on a different page, and have the users remember to apply the interactive filter twice.See this post too - Analytics Filters - Tickets and Surveys | Freshworks Community

0
Top Contributor ⭐
2 years ago
Contributor
jennevaContributor

Problems FunctionalityClosed

UI Suggested Updates for Problems We are presently using PROBLEMS quite heavily in our Org. One thing our teams have noticed is the restrictive functionality with Problems. Here is some feedback on some pain points for our teams When you are trying to do a Bulk Update on tickets, there is no way to assign Problems to multiple tickets at once. When Bugs come in, we see a high increase of tickets, so to be able to assign the increase of tickets to a Problem from the Ticket Overview Page Creating a VIEW option within the columns in Problems that showed the PRB ID would be extremely useful.  Currently the PRB number lives within the Subject Column and is at the end of the Subject. depending on the Problem Subject, it is usually cut off When Associating a PROBLEM to a ticket, the Association UI is quite difficult to work with when there are multiple Problems The search functionality is not very good at finding tickets in the picklist. eg. typing “payment issue” in the search, we may get back 0 Results found, when there are a few different tickets that have the keyword Payment in the Subject Line - Where is this SEARCH BAR pulling the query from? (eg. Decription, Subject?) The list shows Closed problems. So if we are unable to find our PRB via the SEARCH option, we are stuck scrolling through all tickets within that Group. Piggybacking off of 3.2 above, there is no way to set Business Rules and the Workflows are very limited in the Admin options. When looking at ALL PROBLEMS, the system standard autofills to 6 MONTHS. It looks like this can only be edited by saving a new view of ALL PROBLEMS and setting that filter - this has resulted in many teams asking why their Problem has disappeared, and me needing to continuously explain why that happened and how to see the Problems outside 6 months. And finally, this is more of a wishlist item for myself, but removing the mandatory Due Date field. For our developers. Our developers work in Sprints and pull in Bugs into their sprints (into ClickUp...via an integration with Zapier) as they have time/space to work on them. Within Freshservice, this Due Date is not managed at this level, but once it reaches their queues. Thanks!

2
KMORAN
2 years ago
mfedele
Skilled Expert
mfedeleSkilled Expert

Day Passes usage and Count - FreshserviceClosed

Hi Freshservice Users, We use Day passes as others customers I think but we have some problems with that : to know how many Day passes you you remain, you need manually go on Admin > Day Pass and look at the the count  Count of Day passesWhen you do not have Day Passes, you receive a lot of complaints of your occasional users that say : I CANNOT CONNECT TO FRESHSERVICE ! Question to @rashmi.nag & @sanofar.allahpichai : why you do not setup a notification threshold when you have 10 or 20 pass left ? It’s incredible for me that it does not exist yet. Day Pass Usage ReportIt could be great to know who uses Day Pass on a specific period to decide if the user needs a Full access or needs to stay on Occasional Mode It is not enough to know that the user X used 27 day Pass till date … We need an analytics Report on this specific stuff. Please ask to your Project Team to implement that. Thank you 

5
DanielRuff
2 years ago
Skilled Expert
oclews10Skilled Expert

Hide or disable built-in Agent and Admin RolesClosed

Hi,Can I ask why it’s not possible to hide/disable the built-in admin/agent roles in Freshservice? Or better yet, why you can’t edit the permissions in those roles or even just rename the roles (e.g. to say “DO NOT USE”)?I understand there’s an initial need for these roles to actually be able to access the application and make changes, but we’ve now built custom roles that feel far more appropriate in terms of access given. We don’t want to allow access to modules we aren’t using on go-live day such as Releases, nor do we want standard agents to be able to delete tickets! The next issue stems from the fact that the custom roles sit right at the bottom of the roles list when assigning these to agents, so we’re feeling it won’t be too surprising if someone accidentally adds people to the built-in roles we wish to avoid, because they’re far easier to see than the custom roles are.We can obviously look at locking down which of our admins can actually add agents, but we feel like it’s a design flaw to have this built-in roles impossible to remove when I’m sure many organisations feel that they allow far too much access and aren’t suitable - Hence the need for custom roles!I feel our organisation can’t be the only one having gripes with this setup for roles. 

0
Skilled Expert
2 years ago
ViniciusMaiaPT
Apprentice
ViniciusMaiaPTApprentice

Features request in FreshdeskClosed

1. Save filters in advanced searchSometimes, a user searches for specific information in the search bar and uses the filter pane to make a granular research. The point is that they'd like to keep those filters + the research in order they could use it again if they needed. 2. Add "Subject" in the ticket filtersCustomer would like to filter tickets by its subject, but in the filter pane, we do not have the option "Subject" to filter by. 3. Order tickets by category/subcategory in table view.We can see that we can order to tickets by Subject and Priority, for example, but we cannot order them by Category/Subcategory. It would be of much help for the customer to enhance productivity. 4. Merge tickets in the search barCustomer need the option to merge tickets in the search bar, but as you can see, it's impossible to select them and merge from the search list. They only can do this in the tickets view. 5. Update tickets automaticallyAs you know, every time we change any information in tickets, we must press "update" bottom in order to save changes. The customer would like to know if there is any change to save information automatically once the changes are made. 6. Update tickets list automaticallyWhen a ticket is updated, others agents see the tickets list with the option to update the page. Customer would like to know if there is any way to update the page automatically after some time, because, for now, the page is only updated manually.

1
julia.a
Top Contributor ⭐
2 years ago
mary.ateshian
Apprentice
mary.ateshianApprentice

Collaborator responses currently don't re-open ticketsClosed

We use collaborators and when they respond to a ticket via email, it creates a private note on the ticket in Freshdesk. Per our experience, and per our Support rep Gowtham, responses from collaborators will not trigger a ticket to re-open. We even have an automation set up to have any private or public note and any type of reply to re-open a ticket, at any status. And this doesn’t work either. Per Gowtham, this will only be effective for agents and contacts. (We even tried making this collaborator a contact.) This is causing us to miss responses on a ticket and leads to requests falling through the cracks and slowing down our workflow. It would be great if collaborator responses could also trigger tickets to open.

1
julia.a
Top Contributor ⭐
2 years ago
julia.a
Top Contributor ⭐
julia.aTop Contributor ⭐

Tracking sales after a ticket: Adding UTM parameters to linksClosed

We are an e-commerce business and in our replies to customers we often send them direct links to product pages on our website holzkern.com. We would also like to track sales that were generated after a Freshdesk ticket and UTM parameters - for example ?utm_source=fresh - is how you can accomplish that.It would be great if there was an automated way of adding UTM parameters to any links in the ticket that include holzkern.comI see that something similar is already being offered within Freshmarketer: 

0
julia.a
Top Contributor ⭐
2 years ago
KrisC
Skilled Expert
KrisCSkilled Expert

Custom User Fields in Software ManagementClosed

I would like to request custom user fields in Software Management to help out with Lifecycle management and to support RBAC. This would help tremendously by allowing agents to see current user custom values in the software management overview.  A use case would be to have user access roles as a selection, so we can see if the user is a viewer, user, super user, or admin. This should also be customizable for each software as not all software would be set up the same or some may have custom roles for it. There are other use cases for this but this was the driving idea for me.  Also the custom fields should be visible in the user’s tab on the software management page. The custom values should also be visible within the software tab on the requestors profile. 

0
KrisC
Skilled Expert
2 years ago
Skilled Expert
spencerporchSkilled Expert

Add custom fields to solution articlesFuture Consideration

Looking to add custom fields to solution articles (similar to how we can create custom fields for tickets), then add those via Liquid placeholders to the page layout.This gives us more specificity to each article (such as show which subscription plans a certain article applies to) and other ways of categorizing articles and displaying them to the customers.Example from Freshdesk knowledge base: Something like this so we can control field options and how it’s displayed all from one spot.

3
mbackwater42
2 years ago
Apprentice
mbomfimApprentice

More Kanban Board style features and better reporting capabilitiesClosed

Be great to have better features on the kanban style Board in freshservice along with robust reporting capabilities including  custom TAG capabilities  and reporting up into aggregate from multiple boards from different teams on workload

2
Apprentice
2 years ago
Crocus_Benford
Active Contributor
Crocus_BenfordActive Contributor

Canned Response folders to have a group visibility optionClosed

I have our Canned Responses organised into folders. Currently, if we want to give a group access to the canned responses in a folder, we have to do this for each individual CR. It would be useful if there could be a folder visibility that can work alongside the CR visibility so we can make one adjustment to each folder, instead of every CR. 

0
Crocus_Benford
Active Contributor
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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