Skip to main content

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

Filter by idea status

Filter by product

8951 Ideas

Back to top of the list
Active Contributor
jrowlandActive Contributor

Freshdesk Reporting for "Service Desk Trends" completely inaccurate beyond 50 days on unresolved ticketsClosed

I opened a ticket and after a month was told that this does it by design.  Basically, if you try to generate a report that is more than 50 days, the “Unresolved ticket count” drops arbitrarily to zero.  If this is ‘by design’ maybe explain this.  This is the kind of graph that would set off false alarms for many casually reviewing the unresolved ticket count over time.  Support’s response after consulting three teams was this: Our level 2 and developers teams have analysed the issue, and it was notified by our platform team that, currently, we are supporting a maximum of 50 data points in unresolved ticket metrics, and the 'grouping by date' filter will show only the last 50 days of data. The group can be changed to weekly or monthly to see more data. Apologies for the inconvenience caused and not being of much help here.

4
Thomas H
2 years ago
Contributor
ZakPContributor

Automator Web Request to Handle OAUTH AuthenticationClosed

Please add support for the web request node in automators to authenticate to an API with OAUTH2 flows such as authorization code grant, refresh token grant, implicit grant, client credentials grant, etc. Edit: Nevermind, looks like it is supported, you just need to add the OAuth credential under the credentials module.

1
2 years ago
Kestrel
Community Debut
KestrelCommunity Debut

Make a better visualization for SLA timer on freshdeskClosed

Hi there, it would be awesome if we could visualize the SLA timer better for freshdesk like they do on Haloit would look like this:  

0
Kestrel
Community Debut
2 years ago
OgenIT
Contributor
OgenITContributor

Add Stakholder on Offboarding !!Closed

Hello!It seems odd that we can't add stakeholders to an employee's offboarding process. There must be some questions we need to ask before terminating the employee and it would be nice if we could add stakeholders to a Offboarding request like an onboarding request!   

1
sil1
2 years ago
Apprentice
MariaPOApprentice

Freshsales - assigning owner for contacts and accountsClosed

As for now- accounts and contacts can only have one sales owner- which does not make sense.  Yes it good for small business maybe- but restriction does not make sense at all.  Use case: If there is a big company group that is providing a lot of services and selling through francize companies  is communicating with one potential client  that has one person responsible for managing sales and etc. but in the company that is selling there are different users  working with the same client. Question is: how this should be managed? As at the end- the company group is in a way one company but working through the same entities - and is seen by the client like not one company  desired feature should be, that sales owner for account and company could have multiple owner- sames as tasks feature 

1
Srini :-)
2 years ago
kong-jhartmann
Skilled Expert
kong-jhartmannSkilled Expert

Ticket Sharing - v2 ideasDelivered

With the implementation of ticket sharing, there are 3 immediate updates that are needed to support this new feature.Ability to remove sharers/watchers from a ticketNotes: There may be times where a collaborator needs to be brought in to support a ticket but may not necessarily needed through the life of the ticket.  This is probably more difficult to implement in that you have to make a decision on whether the person should be able to view all notes or just those that were shared with them at the time they were a collaborator.  This would force a per-note/reply permission flag which makes things complex.  The other scenario is an all or nothing permission scheme which is probably an easier approach.  This would also help in the case of accidental shares.   Agent ability to add sharers and watchers (requesters) to a ticketNotes: As noted in the community thread, Agents do not get the same view of tickets as requesters do, so they lose the ability to share tickets or add requester watchers in the agent portal.  Agents should also be able to view the sharers that have been added to the ticket in the agent portal view   Activities log tracking the adding/removal of sharers/watchersNotes: This is a critical one from an audit perspective especially with restricted groups.  All share or watcher events should be tracked in the Ticket activities log.  Audit & Infosec teams will look for this evidence in the event that information which could fall under a company’s data classification policy is inadvertently shared with someone during the life of a ticket.  This is particularly critical for groups that are marked Restricted.

7
2 years ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Ability to relate SR and INC ticketsDelivered

Currently INC and SR tickets at treated as though they are completely separate.  In reality, we have many instances where something a customer submits as an INC that results in one or more SR tickets being created.  Ex: customer reports a problem with their laptop that results in needing a loaner system and ultimately a system replacement if repairs on their original system are not practical. (why we do it this way gets into how we handle SLA’s and relative urgency of problems until a workaround is in place as well as the ability to track asset movements across the company)We’d love the ability to relate these tickets in the system beyond just adding a note with the ticket link.

11
2 years ago
Skilled Expert
MartinDGSkilled Expert

Make tickets viewable in the portal that others are added to as a requester/particpantDelivered

HiThis is for Freshservice When users are cc’d into a ticket, make that ticket viewable in their own ticket area as if they had raised the ticket themselves. It should be made so that it is viewable in the users own portal so they can see all the information including the ticket logged details. This brings better collaboration for requestersThis feature is actually available in JIRA which i also use in my business and when you add somebody as a participant they are then added to the ticket and can see the ticket in their own participant section in the portal front end.  I believe this functionality is already in place for people who are managers so they can see their employees tickets. This should be made more granular so that when just any other user is added to a ticket, that ticket is then available for viewing in the new requesters area. 

18
2 years ago
Skilled Expert
Jerome.HaynesSkilled Expert

List refresh time in analyticsFuture Consideration

Hi,Analytics updates reports every 30 minutes but there is currently no visble metric in analytics to know when the next refresh is due. This can cause issues if you have some updated data but don’t know if you’re viewing the latest version or when the next refresh is other than waiting 30 minutes. It would be hugely beneficial to have something in analytics that tells you when the next refresh time isThe best place I think would be is here (Screenshot below) - Just some text that says something like “Next Refresh: NextRefreshTime  Thanks

10
kerolena
2 years ago
Apprentice
caqhitApprentice

Allow placeholders to be used in more fields when creating tasks in Ticket AutomatorClosed

When using the Add Task action on a ticket automation workflow, only the Task Title and Note fields accept placeholders. The others fields only accept fixed values from dropdowns set when the automation is created.It would be useful if other fields such as Due Date or Assign To could accept placeholders in some fashion, so that these fields could be set according to values directly from the parent ticket fields, or from expressions.While this can sometimes be achieved with separate Task workflows, it is more complicated to target the specific tasks created in the original ticket workflow compared with being able to set the fields as desired the first time. ExampleHow it looks now Possible placeholder options 

0
Apprentice
2 years ago
Skilled Expert
mhallSkilled Expert

Automatically insert canned response upon assigned ticketClosed

Does anyone know how to create this automation? I would like when a ticket is assigned to an agent, it automatically replies with a personalized canned response ie. “Hi there, I have been assigned your ticket and am digging into the details. You should expect a reply from me shortly” - signed agent name. 

10
kpatterson
Top Contributor ⭐
2 years ago
AaronParker
Skilled Expert
AaronParkerSkilled Expert

HEIC Files - to preview like other image file types!Closed

Hey!As a large proportion of the population use Apple products, we are finding more and more image files being sent to us via tickets that are HEIC files.They cannot be previewed within FreshDesk like more traditional image files such as JPG and PNG and I would love for FreshDesk to branch out and have this as functionality like it does for other image types.Being able to preview the picture without downloading the file works better from an efficiency point of view and is more secure indeed so would really benefit our agents.Hopefully this idea would be good for other clients too so the idea can gain traction!

0
AaronParker
Skilled Expert
2 years ago
Apprentice
deepak.raikarApprentice

Notify agents of updates in SlackClosed

It’d be great to have the ServiceBot in Slack notify agents when there’s an update to a ticket they’re assigned to.

4
2 years ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Exact Time Needed in Activities LogClosed

In the activities section of a ticket, when you are looking at the history, sometimes, the time is summarized - what I mean by this is that instead of telling you an exact time something happened, it tells you things like “2 hours ago” or “a day ago”.While I’ve always felt like this was a nice touch to quickly summarize time, I recently had to fill out a Post Incident Report on a major incident. On our PIRs, I want the exact timeline that things occurred and I that’s when I wished it wasn’t summarized or there was a way to get the exact timing.Instead of relying on the Activities tab to see when things happened, I had to look at individual posts and hunt down each time via emails that came out when the post was created. Since, I’m already in FreshService filling out the Post Incident Report, I don’t want to rely on the emails to tell me the time something happened - there’s a possibility that the email gets delayed throwing off the timeline. Instead, I want to use the source of truth (FreshService) to fill out the timeline reliably.My recommendation is that you could still summarize the time, I do like that feature, but when I need an exact date/time, I’d like that to also be available so I could use it in a PIR following a Major Incident.

1
2 years ago
xTofC4Be
Apprentice
xTofC4BeApprentice

Resolution field required enhancementsFuture Consideration

The resolution note field has been added into our instance but we would like to see the next developments around that field: I looked at the workflow automators and it seems you can use that resolution notes field in them, as a placeholder in the actions, but you can't find it back and use them in the 'Events' or 'Conditions'. Then I also looked at the business rules, I would expect to be able to set up a rule in there like : if 'Resolution Notes' is empty then prevent Resolve/Close the ticket. This to enforce our agents to always properly fill in that Resolution notes field prior to resolve/close a ticket and our requesters to get proper feedback about the resolution of their tickets.I would also expect to be able to make that Resolution Field disappear by just switching a toggle button off as long as the above points are not possible because now, as it's added and active, it could be used by some teams that were expecting such a field for a while (like me), they will fill it thinking the content will be communicated to the requester by the resolution of the ticket which off course won't be the case ... (I also looked under the business rules if we could not just hide it in there, by an extra rule, but 'Resolution notes' is again not a field that we can use in the Actions).

1
Medic1334
Top Contributor ⭐
2 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Solution Articles: make the list of "other folders in this category" more logicalClosed

Currently we are allowed to have 10 levels of nested folders in Solution articles. While this is great, the list of "other folders in this category" got messed up now. It is displaying a random list of folders across the whole category. So please:Only display folders, that are closely related to the parent folder where the sub folders are in - closest relations first Or make it an alphabetical list across the whole categoryIn its current state the list does not make any sense and could be removed. 

0
msconfig87
Top Contributor ⭐
2 years ago
Apprentice
ryan_19421Apprentice

Show deactivated requesters in Offboarding module lists & ticketsClosed

When you deactivate a requester it removes their name from the offboarding module view if you show the “Employee to Offboard” field, instead showing the ID of the deactivated requester. Same thing if you add the requester name to the ticket subject, that is missing as well in the list view. It would be more helpful to show the full name of the requester with (Deactivated) next to it like some other modules in Fresh Service do. Same thing for the ticket details page, it shows an empty value next to that field in the ticket description, would be more helpful to have the name there with a deactivated note. 

0
Apprentice
2 years ago
rosefernandz1994
Apprentice
rosefernandz1994Apprentice

OCI integration in freshservice like Azure and AWSClosed

Do we have a possibility of integration of OCI cloud asset scanning in freshservice like we already have for Azure and AWS. Lot of customers has started using OCI now.

0
rosefernandz1994
Apprentice
2 years ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Return ticket properties to original state via automatorClosed

There are several areas where business rules may not apply/work (for example, moving a ticket from one group to another but having requirements to transfer to the next group). This would result in a unique workflow automator being needed for each originating group so that the original group is known and can be returned to.  In my org, this means we have 10+ different workflow automators to return a ticket to its original group when conditions are not met, when we could have one automator that would work similar to the below:Trigger: Group is updated from any group to any groupCondition: (Whatever you want)Action: Return ticket properties to previous state This would revert the ticket properties to the state before it was triggered and save a ton of replication, all because the automation stores a cached “start state” before running that can be called back to.

0
Medic1334
Top Contributor ⭐
2 years ago
Skilled Expert
elishafxxSkilled Expert

Sharing Service Catalogue Requests with another RequesterClosed

Hi,I w​as excited for the April update to “Improved collaboration with ticket sharing” as I had an issue where I need a particular director to be able to see the fields and the approvals on a particular service item that is requested, but he is not an approver, and this is across all departments so I cannot add him to every department.This new feature seems to only be for Incidents. Can we please have this for requests?​​​​​​At the moment they can only see this on the request using the new share feature: Thanks!

0
Skilled Expert
2 years ago
Apprentice
andyhornApprentice

Freshdesks Automated Suppression ListClosed

We had an instance recently where an email reply sent to a customer failed with the error: “Message not delivered”, stating that the email address did not exist.This was not true as the agent emailed the customer directly using the same email address outside of Freshdesk successfully shortly after this error.Questioning Freshdesk Support, they confirmed their system would add to the suppression list any user email which upon subsequent retries being exhausted is met with a bounce response from the recipient email server.They confirmed their system does not attempt to distinguish between hard and soft bounces, which I feel is essential if their system automatically adds email addresses to their suppression list which we are unable to access and manage.Soft bounces can be temporary, whereas hard bounces are far more likely to be permanant.My request is for Freshdesk to build in a check for the bounce type and only automatically add hard bounces to their suppression list, and to add functionality for Administrators and Supervisors to remove email addresses from the suppression list which were added as a result of an attempted email from their tenant 

1
julia.a
2 years ago
TWhite
Apprentice
TWhiteApprentice

Unattended Ticket Emails Outside of Business HoursFuture Consideration

Given an Agent Group with M-F business hours which receives a ticket, say, on Sat, the Unattended Ticket notification is sent on Sat and completely ignores the Business Hours set on the Agent Group.It would be excellent to have the system honor the business hours in this respect.Thanks! Tim

5
afautley
2 years ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Scheduled workflow condition - Add is todayClosed

Use case: Service item has a date on the item that is in the future.  The automator should only run on the exact date specified.Problem: Current conditions only allow for X days in the future or X days in the past (see below)Solve: Add the ability to check the date natively.  Current workaround (in case someone else stumbles on this): I had to get around this by settting up two logical expression nodes with the code below for the requested item AND the current system date/time:substring({{ticket.ri_234_cf_effective_date_iso}},0,10)Then I had to setup a condition using a custom expression that uses equalsIgnoreCase({{E1.result}},{{E2.result}}).While this does work, it adds an activities entry every day until the ticket gets resolved/closed (I set a condition for that immediately) which adds a lot of noise unnecessarily.

0
Medic1334
Top Contributor ⭐
2 years ago
Skilled Expert
MeriemNAIMSkilled Expert

Test email notification on editClosed

Hello,It would be really interesting to have the ability to send out test email while editing email notification 

0
Skilled Expert
2 years ago
Nenni
Apprentice
NenniApprentice

Agent view of ticket when agent is requesterClosed

Is there a way that users that are Agents are able to see the ticket that they are the Requester/ Customer, in the agent view and not as the Customer? We would like agents to be able to view the tickets they submit as requestors the same way they view tickets they are working. We add private notes in these tickets and when agents are requestors, they are not able to see the private notes. 

0
Nenni
Apprentice
2 years ago
Show more discussion threads

Filter by product

  • All products
  • Freshservice
  • Freshservice IT Asset Management
  • FireHydrant
  • Freshdesk
  • Freshdesk Omni
  • Freshcaller
  • Freshchat
  • Freshmarketer
  • Freshsuccess
  • Freshteam
  • Freshsales
  • Freshworks Neo

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.

Terms of UseAccessibility statement