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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
Cameron.HansonApprentice

Offboarding ImprovementsClosed

We’re currently implementing the offboarding process into our Freshservice environment, and it’s apparent that the module is quite limited.Firstly, when the parent ticket is created, step 3 should allow you to create, either Child tickets or Tasks (or both). Currently, the child tickets created are per software assigned to the user, this should be the same logic for Tasks.Secondly, from the parent ticket, using either Related Tickets, or the Tasks option, you should be able to assign them to an agent from that screen, and you should be able to resolve them from that screen also, without the need to open each one and edit.Thirdly, when the child ticket/task is resolved, this should automatically unassign the associated asset. 

2
Apprentice
2 years ago
aweaver
Apprentice
aweaverApprentice

More Requester Fields in Approval MailClosed

Currently there are only a few fields from the requester that we can include in approvals, it would be very helpful to be able to include fields such as Title, Department, and even custom fields (for my specific use case, I’m wanting to include a field we call WorkerType that tells if a user is an employee or contractor).

1
Colin1374
2 years ago
bennosgiosis
Apprentice
bennosgiosisApprentice

Canned ResponsesClosed

In our efforts to assist customers, we've observed that the range of inquiries we receive can be categorized into specific types, which ideally should correlate with a finite set of predefined responses.Although our current system allows us to search for these canned responses, enhancing the link between the type of ticket and the corresponding canned response would streamline our process.Introducing a feature such as 'canned response typing' could be beneficial. This would ensure that using a canned response would automatically set the ticket type (and perhaps influence other fields).Take for instance, a customer contacting us regarding a missing order.We have two scenarios: If the ticket has already been classified under the 'missing order' type, this would prompt the canned response system to prioritize relevant responses. If the ticket hasn't been assigned a type yet, utilizing a canned response should ideally set the ticket to the corresponding type or at least propose the option to do so. The said categorization should be integrated into both the exported data and the API.For more details, refer to: https://developers.freshdesk.com/api/#canned-responses

1
Thomas H
2 years ago
Apprentice
andyhornApprentice

Multiple Agent Email SignaturesClosed

Please add multiple agent signatures as a feature.For a product which offers it’s clients various management capabilities when dealing with multiple brands/products, I find it very odd there isn’t default functionality for adding multiple agent signatures so each agent has a signature per brand/product.We can manage email flows, repsonses, automations, and portals for each brand/product, but we can’t easily allow our agents to communicate with our customers with an appropriatly branded email signature. Why not? It’s a natural feature for Freshdesk.I would expect to be able to setup an email signature per brand, per agent, and have the system automatically insert the correct signature when the agent starts a reply based on the brand/product the email came in on. An option to set a default signature might be useful if an agent didn’t have an appropriately branded email signature setup.I’ve tried using Personal Canned Responses to get around this, and while they almost work they don’t accept full html like the signatures do, plus it requires the agent to manually delete the default signature and manually insert the canned response each time.I’ve tried using the Signature Management App but the images we have in our signature break when the reply is sent, it’s manual, and several agents could access other agents signatures this way.Please add multiple signatures as a standard feature of Freshdesk along the lines as described above.

1
Thomas H
2 years ago
r4s
Apprentice
r4sApprentice

Set ticket properties with canned responsesClosed

Hi, Every time after sending a canned response I need to go and set various properties like the tag for example. My suggestion is to add ticket properties to canned responses so that if the properties have a value then these properties are assigned to a ticket automatically when the text is inserted. Thank you

1
Thomas H
2 years ago
Contributor
cbarnesContributor

Dynamic project start datesFuture Consideration

In the project templates if we could select a dynamic start date that would be awesome. Example: project is created from a service request and a due date is established based on the start date of a new employee. Then tasks start dates could be set to be due 14 days prior, another task 10 days before due date, etc. Essentially pull planning. I already have all the tasks in the template with the predecessors.  

4
2 years ago
Contributor
MT81Contributor

Priority Field needs to be fixedClosed

Fresh Desk’s implementation of priorities uses the following values:Low > Medium > High > Urgent.With reference to ITIL (and most other Service Management Frameworks), Priority is normally derived as a function of IMPACT x URGENCY - i.e. What is the overall impact to the business and are there circumstances present that increase the need to resolve in a certain timeframe.By having URGENT as one of the Priority Values, Fresh Desk is mixing up terminology and introducing a degree of ambiguity. URGENT is one the parameters feeding into Prioritisation, it is not a Priority Value.Creating a custom field is a poor work around given the role of Priority within the tool.Adopting a more traditional P1 - P4 model would be the best way to address this. 

0
Contributor
2 years ago
Apprentice
caqhitApprentice

List attachments when using the Print function in a Freshservice ticket.Closed

SummaryList the filename of any attachments added as part of a note when using the Print function in a ticket. Use CaseDuring compliance audits we are frequently asked to provide exports of specific tickets to show a particular process was followed. We typically do this using the Print command and saving the print output as a PDF, and this meets almost all of our needs except for the fact that the print layout makes no mention of any attachments on ticket notes. This detail shows on the standard ticket view but is omitted from the printout.While we can supply the actual contents of the attachments for audit separately, we do need to show that those attachments were associated with the ticket.At present we have to workaround this by manually adding the file name of the attachment to the note, but this relies on agents having to remember to do this every time (I can’t find any way to automate it).

0
Apprentice
2 years ago
JoramP
Contributor
JoramPContributor

Multiple languages for AnnouncementClosed

Currently, the Announcement only supports one language, which can be a limitation for users who speak different languages. 

0
JoramP
Contributor
2 years ago
afautley
Top Contributor ⭐
afautleyTop Contributor ⭐

Multiple CAB Approval GroupsFuture Consideration

We can setup Multiple CAB groups for approval, but we cannot get one person from each group to approve when we send them out one at a time. What happens is that only one person from ALL the groups needs to approve (which is not correct) Can we have a feature that enables us to send out approvals to multiple CAB groups where each group only needs one approval.  This enables us to have a backup approver of a particular area in case someone is on leave.  Example send all at once. Security CAB Group (only one needs to approve) Security person 1 Security person 2 Infrastructure CAB Group (only one needs to approve) Infrastructure person 1 Infrastructure person 2 Governance CAB Group (only one needs to approve) Governance person 1 Governance person 2 Service Delivery CAB Group (only one needs to approve) Service Delivery person 1 Service Delivery person 2  

1
Medic1334
Top Contributor ⭐
2 years ago
Skilled Expert
oclews10Skilled Expert

Prompt if you wish to leave page when writing a solution article? Or just auto-save drafts every few seconds?Closed

Hi,I hope this is something that would be easy to implement, as it is a right pain point for us using the solution article pages in Freshservice.I just finished writing up an article in Freshservice and as we all do from time to time… Likely accidentally hit the F5 button (or something like that)! Low and behold, I come back to a refreshed page with all my work gone.I’ll refrain from doing any writing up on Freshservice’s solution article writer as it’s a horrible moment when you lose all this work which is way too easy at present.Can I suggest Freshworks either implement a warning when attempting to refresh/leave the page which prompts if you’re sure you wish to leave (a lot of websites have this) OR simply just have a function that saves changes to an article every few seconds or so (much like Google Docs does)?Obviously happy to stick with the easy workaround of using Word to do this, but just seems crazy that this isn’t already in place. 

0
Skilled Expert
2 years ago
Apprentice
BakeryTechApprentice

Automation Action: Remove Tag/sClosed

The inability to automatically remove Tags from tickets using Automation is severely limiting. I am aware of the API work around users have devised, but API calls take time to execute and occur outside of the Automation itself. This means that a single Ticket Update event cannot both remove a tag AND run an Automation which is looking for tickets that don’t have the same tag. A second update even must occur.Use Cases; Too many to list, but here are two examples;1. Say you have multiple different auto-replies which are sent to Requesters of New tickets, depending on which department the ticket will be routed to. Multiple times per year, your company shuts down for Holidays. You want to send a special auto-reply to let Requesters know that you are closed and will get back to them when you reopen, but you don’t want to also send them the regular auto-replies.To solve this issue, you make the regular auto-replies not run if a Ticket has the “Holiday_Time” tag. This automation needs to run on both Creation, and every time a Requester updates the ticket while you are on Holiday.When your company returns from Vacation, you disable the automation adding the “Holiday_Time” tag and replace it with an Automation that removes the “Holiday_Time” tag from all tickets when they are updated by anyone.To expand on the above, the auto-replies in question don’t apply to just Ticket Creation. In Zendesk we previously used a setup where an Auto-Reply would be sent-out if a Ticket was moved to a different Department.Further more, the above Holiday Time method works up until a ticket is open for multiple Holidays. In our case, some customers take 6+ months to respond to an invoice. Meaning a single ticket can easily cross multiple Holidays. Currently, it is outright impossible to implement the above without using the API Workaround, but that is inherently inconsistent. 2. Say you have a sorting rule that pushes tickets to a specific User when a variety of different conditions are met. The possible combinations of conditions required to prompt the auto-assign are too complex for a single Automation, requiring multiple automations which all add the same Tag. Then downstream the auto-assign automation looks for the existence of this tag and assigns the ticket.Now we have an issue, either the ticket will be re-assigned every time a ticket with the Tag is updated, or this Auto-Assign can only ever run ONCE for a single ticket. This makes complex ticket routing and escalation setup nearly impossible to implement.Ticket Creation automation suffers the most from this limitation, since not even the API workaround can help. As mentioned above, a second update event is required to trigger Automations looking for Tickets without the tag being removed.

0
Apprentice
2 years ago
yannicmethot
Apprentice
yannicmethotApprentice

Task dependencies across projectsClosed

I’m managing multiple projects in FreshService and in many occasion, a task depends from another task that is not in the same project. If not already (didn’t find how), it would be very useful to have the ability to set a task predecessor across different projects. 

1
RayRay
2 years ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Condition to check CAB membershipClosed

Our change management procedure requires that the assigned change agent not render a request for change approval. The procedure actually has three levels of review to it (peer, leadership, CAB). We will have occasions where a leadership member may be the change agent so should not be self approving changes. The leadership CA contains 10 members, so I would need 10 different conditions on a workflow to handle checking the change agent, then sending the list over. If there was some ability to restrict the list based on the change agent that would be great.I also looked into doing this via Powershell script (to cancel the approval immediately after send if it matches) but there is no ability to view the requested approvers on a change request it appears (though it does exist for Tickets).

0
Medic1334
Top Contributor ⭐
2 years ago
Shaine Chance
Skilled Expert
Shaine ChanceSkilled Expert

Mandatory field based on other fieldsClosed

Want to make fields mandatory when other fields are selected.Business CaseWe have a custom field called Hold Party which is a dropdown with various parties to say when a ticket is put On Hold, who it is on hold with.When we mark it as On Hold, there should be a way to make the Hold Party mandatory in this case.Short term, a Private Note/email can be sent but it doesn’t enforce it.Thanks

0
Shaine Chance
Skilled Expert
2 years ago
martin.kaufmann
Apprentice
martin.kaufmannApprentice

Asset Management: queries on asset typeClosed

What I completely miss in Asset Management are queries by asset type.For example, "Show me all notebooks that can be updated to Windows 11" or "List all software packages that are not compatible with Windows 11" or "Show me all software packages for which a security update exists".That would be a great help in our daily business. 

0
martin.kaufmann
Apprentice
2 years ago
RafaelRibeiro
Contributor
RafaelRibeiroContributor

Hide or delete tickets default viewsFuture Consideration

I was searching for an option to hide or delete these default views, because these views are “polluting” the tab unnecessarily, since we did custom ones.  

1
2 years ago
Breedlee22
Apprentice
Breedlee22Apprentice

Condition Email NotificationsClosed

Recently our Microsoft mailbox had an issue of not being able to support the outbound ticket notifications.On certain days we are exceeding the limit of 10k emails in 24 hours. Our user base is this large and we have this many teams working in Freshservice. As i worked with Fresh support to mend our issues it came to our attention that Freshservice does not allow us to condition emails currently in the ways we need.Ex: If group is (A) skip ALL email notifications. or If group is (A) skip agent notifications.We only have the ability to skip all new email notifications and not skip the updates and/or agent actions.If we could condition emails better rather than an all off/on toggle this would provide relief for us.

0
Breedlee22
Apprentice
2 years ago
Breedlee22
Apprentice
Breedlee22Apprentice

Uniform Module Filtering/DisplaysClosed

Currently, we lack the ability to display “My Group Tasks” on a dashboard. This provides a pain point in our system that denies us from being able to filter/display tasks in the same manner that tickets are.The recent release of ticket filtering enhancement is a success for our community, and I would like to see a continued push for equal abilities across all the Freshservice modules for the user base. 

0
Breedlee22
Apprentice
2 years ago
Breedlee22
Apprentice
Breedlee22Apprentice

Editting Out of Box RolesClosed

Currently, we do not utilize ANY of the out of box roles (Admin or Agent) that Freshservice provides. Without the ability to edit them they do not fit our business needs and we have made our own custom roles instead.For quality of life, can we hide/delete and or gain the ability to edit these roles? I understand the need for Fresh Support to be able to ask for certain permissions to provide assistance during support, so if a higher-level role needs to stay that is ok. But the rest, just sit there and take up unnecessary space in our tool.

0
Breedlee22
Apprentice
2 years ago
Breedlee22
Apprentice
Breedlee22Apprentice

Conditioning Categories by WorkspaceClosed

Currently our business has grown into the different workspace environments. Each workspace deals with different categories and therefore does not need to see the cross contamination of topics not their own.The idea is to move category from a Global Form field into the workspace level, so it can be conditioned to show per the workspace you are actioning in. This can also be accomplished by giving us the ability to make a business rule conditioned from the workspace, but moving the category to workspace level would let us declutter the list so that Global category isnt a mile long. Also, please bring back the old Category UI features. Sorting and editing cat, sub-cat and items are a nightmare right now without the bulk edit features.

0
Breedlee22
Apprentice
2 years ago
Skilled Expert
Evgeny VasilyevSkilled Expert

Ability to configure assets available for associationClosed

Hi, community.Currently when the user wants to associate an asset with a ticket we can either let him do so or restrict asset association. In case the user is able to associate assets we can either let heim view all the assets or only the assets assigned to him.What would be great is to be able to configure the custom asset lists, based on:asset state asset location asset “Managed by” team etcThe use cases may be following:an employee of a store should be able to open a ticket for some equipment in this store users should not be able to open tickets for the assets that are in the “In repair” or “Missing” states users should not be able to open tickets for the assets that are under maintenance activities right now.

0
Skilled Expert
2 years ago
JoramP
Contributor
JoramPContributor

Alerts into the Support PortalClosed

Imagine a scenario where users receive timely notifications about warnings, outages, and other critical information through attention-grabbing pop-up banner. With this feature, users can easily stay informed and take necessary actions, all within the support portal environment. Example 

0
JoramP
Contributor
2 years ago
Apprentice
onetwothreeApprentice

Freddy's language generating email being depended on available portal lanuges and audot detects itClosed

The generate email is now dependedent on the language settings of the agent.We use internally English as our app. But we are Ducth speaking, have German, French and Spanish speaking clients that now get all email back in English when we use the “generate email” functionality. It makes more sense that the “generate email automatically detects the lamguage or that it is related to the languages in the portal

1
Thomas H
2 years ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Add trigger or condition for all tasks completedClosed

I recently setup a workflow which has requirements that a set of tasks are completed (order is not specific) prior to a subsequent set of tasks being generated. The task automator only looks at the specific task that triggered, and the ticket automator doesnt give any ability to look at the number of tasks that are not done.  Something like this would be a huge help to allowing a process to happen when predecessor steps are completed.

0
Medic1334
Top 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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