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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
Community Debut
ETOkennedyCommunity Debut

Onboarding build kit item detail visibilityClosed

Requester can request items from build kit but the hiring manager cannot see the details of the request. I don’t understand a use case for not being able to see the form details of an item that’s requested and actively needing approval before ticket creation. What if the requester is requesting a CRM account but selected the wrong queue for the user. The Hiring Manger will never know! Seems like a big miss. Future state: Hiring manager should be able to click on each requested item to unfurl details so that can actually approve. BONUS if we can hide “Total Price” from view. Seems unprofessional if not actually needed. Example of who can select items (built kit view)Hiring Mangers view within Onboarding module (approval link sent to hiring manager stakeholder) 

0
Community Debut
2 years ago
egiust
Skilled Expert
egiustSkilled Expert

Display ticket queue amount in Ticket Views filter windowClosed

Hello! It would be a great enhancement if we could see the amount of tickets in the views without having to click into them. This helps our team’s managers monitor queue numbers better to quickly determine which team needs assistance with their backlog.  

0
egiust
Skilled Expert
2 years ago
Kaley White
Contributor
Kaley WhiteContributor

Comments in Knowledge Base Article HTMLClosed

When I save a knowledge base article after adding comments, such as<!-- This is an HTML comment -->in the Code View, the comments are removed. I would like them to be retained.

0
Kaley White
Contributor
2 years ago
Skilled Expert
lulrichsSkilled Expert

Offboarding and Asset ReturnClosed

Is there a way to remove the option to reallocate the device to a different user?  I don’t want our HR department to be able to have that option, because all devices need to be returned to IT for reimaging and redistributing.

3
sil1
2 years ago
a.kislicyn
Contributor
a.kislicynContributor

Feature Request: Resolution time based on the priorityClosed

Hello Community!It is important for me to control the time of the first response and the time of the solution. In Freshchat at the moment I can set only the time of the First response wait time and the Every response wait time, but this doesn`t solve the problem if you need to focus on the resolution time.We have several SLA for different types of customers, so I need to set a priority for each chat. And then each priority should have its own the first response time and the time to resolution. This is how it works in Freshdesk.For exampleHigh - 15 minutes time to response, 1 hrs time to resolution Medium- 30 minutes time to response, 2 hrs time to resolution Low - 60 minutes time to response, 2 hrs time to resolutionAt the moment, it is not possible to set the time to resolution and priority in Freshchat. I think this is very important for every support service. Thanks.  

1
honestbeam
2 years ago
Apprentice
aman.agarwalApprentice

Mapping Request of Problem & Resolution CatgoriesClosed

Hi Team,In our system while raising tickets we have some problem categories and for each problem category we have defined set to resolution categories.We would like to map all resolution categories and sub-categories with their respective problem category or sub-subcategory. Since we already created 3 level dependent fields for both problem & resolution so unable to map both of these.Kindly look into this request and advise.URL: https://qafc.freshdesk.comRegards,Aman7042372223

3
inattvpros
2 years ago
Johannes.CPL
Apprentice
Johannes.CPLApprentice

Enter agent group or multiple agents as author in a solutio articleClosed

Hello FS Team, at the moment only one agent can be entered as the author in a solution article. That agent will be notified if the review date expires to check the article again for publishing. If that agent leaves the company in the meantime no one will be notified that an article is moved into draft mode. It would be great to either enter an agent group or mulitple agents to make sure all artices are published and up to date. Please check if this can be improved in the future. Thanks and regards, Johannes 

0
Johannes.CPL
Apprentice
2 years ago
Apprentice
ktateApprentice

Wildcard Contact GroupsClosed

Please add the feature for wildcards when creating contact groups.For example, I want to create a group for all employees where Job Title contains "Manager."Currently, I have to manually type in and selectField ManagerRegional ManagerOffice ManagerAccounting Managerand on and on and on.What makes it worse is when a job title changes, the contact group must be updated.Please add wildcards!!!

2
aorcut
2 years ago
MichaelJM
Top Contributor ⭐
MichaelJMTop Contributor ⭐

Anchor Link Option in SolutionsClosed

I use Contents/Page Anchor links in large Solution articles a lot. It looks like FreshDesk has the feature to add a Table of Contents, but Freshservice does not. Even if the option to quickly add an Anchor link to another place within the Solution article would be great and make it so I didn’t have to manually code the <a> tags in the HTML. It’s incredibly time consuming.

0
MichaelJM
Top Contributor ⭐
2 years ago
mfedele
Skilled Expert
mfedeleSkilled Expert

API : Assets > List all Softwares installed / Get a Software Software InstalledClosed

Dear Freshservice Users, From my point of view, it could be great to have the possibility with API Calls to :  View A Software Installed on a specific Asset  using a call like : $tenant_URL/api/v2/applications/[id]/assets/[installation_machine_id] Today, it is already possible to get All Users of a Software and List all Software Installations, so why not to get also more details ?  List All Software Installed on a specified Asset using a call like : $tenant_URL/api/v2/assets/[display_id]/softwares Today, it is already possible to get Components / Requests / Contracts for an Asset, so why not Softwares ? Could you please consider it please ?The need is : to know for a specified asset if a (specified) Software is installed on itto know exactly which applications / softwares (managed and un-managed) are installed on a specified Asset Thanks for voting if you think it could be helpful for your orgs / companies. 🙏

0
mfedele
Skilled Expert
2 years ago
jonathannwinters
Apprentice
jonathannwintersApprentice

Show/Hide Activities "History" button for Deleted ticketsClosed

It looks like when tickets are deleted the Show/Hide Activities button is not available. It is sometimes important to check the history of a ticket that is in the trash. Please add the Show/Hide Activities "History" button for Deleted tickets.Thanks,Jonathan

2
Medic1334
2 years ago
Apprentice
jonscruggs

Allow dropdown fields to have a "default" selectionUnder Review

Instead of the “...” option presented to requesters for a drop down field, allow for the option of a default value. This will help reduce the number of clicks if multiple values exist, but one is used significantly more than others.

7
kpatterson
Top Contributor ⭐
2 years ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Customize approval message via workflowClosed

We have created workflows for Request types.  The workflow looks at some key aspects then fires of approval requests when appropriate. The catch:  we really need to send the approver information that the customer provided on the Request when they filled out the form.Right now, the best we’ve been able to do is send an email to the approver(s) with that information followed by a separate action that send the approval request.  The result is that they get twice the email.I would love to see the option when sending approval from a workfow of a customizable message field that would send along with the standard approval form so it can be accomplished in one action/email.

0
kpatterson
Top Contributor ⭐
2 years ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Use Freddy AI intelligence in flagging or changing state of ticket from customer repliesClosed

Related to the idea I posted over a year ago () could Freddy AI intelligence be used to intelligently detect when a customer’s reply is just a “thank you” or “I will” response vs something substantive that the agent should review?We have a workflow to move tickets from “waiting on customer” to “open” when the customer replies.  I’ve tried to guess at key words or phrases to exclude this workflow from running but it’s not perfect. For example “thank you” could be the entire response (don’t change state) but customer might also provide data an agent was askig for and end with “thank you.”  Now that AI is becoming mainstream, is there a way to employ it for workflows and supervisor rules?

0
kpatterson
Top Contributor ⭐
2 years ago
Skilled Expert
ggallawaySkilled Expert

Make problem 'last update' consistent.Closed

Currently the ‘last updated’ timestamp is only updated when someone modifies the root cause, Impact or Symptoms. We think it should also update when a note is added. For longer running problems where you don’t necessarily have the root cause determined, there are often notes added to indicate progress on the problem. However it is near impossible to get a list of stale problems when adding a note doesn’t provide a last updated timestamp. If they didn’t want to change that behavior at least provide a last note added date option in analytics to help with this reporting.

2
kpatterson
Top Contributor ⭐
2 years ago
Apprentice
Carola - Beuth VerlagApprentice

Log time function - enter times in decimalsClosed

When adding log times, you one can enter decimal numbers.It would be very user-friendly if you could also use a comma at this point.The agent would normally enter processing times using the numeric keypad on the keyboard after all. However, the number block does not contain a "dot", only a "comma". 

1
kpatterson
Top Contributor ⭐
2 years ago
Contributor
SarikaContributor

Contact field in ticket template formClosed

Agents has requested to incorporate the field to add a contact to a ticket template. This feature would greatly simplify the creation of internal tickets. All tickets at our end are linked to the customer contact, it can be the actual contact or a dummy contact linked to the Company.

0
Contributor
2 years ago
Contributor
SarikaContributor

More default filters: Including the read only access groups alsoClosed

Hello!Currently, the default filter, 'My groups' displays tickets where the agent has Edit access. It would be beneficial to include two additional default filters: 'My groups + read-only groups' and 'All groups, including read-only and edit rights'. The naming might vary from what I've mentioned here, but it was for the product team's clarity on the request. This enhancement would streamline the filtering process for agents, eliminating the need for manual maintenance as access permissions change. Default filters would significantly save time for agents.Br, Sarika  

0
Contributor
2 years ago
Contributor
SarikaContributor

Outbound email: Sending emails to more than one recipientsClosed

Hey!Is there any chance we could explore or have plans to enable outbound emails to have multiple recipients? Quite often, there's a need to share information with several individuals. While CC is an option, sometimes recipients added in CC don't view the email promptly.Br, Sarika 

0
Contributor
2 years ago
Stellaniceshops
Contributor
StellaniceshopsContributor

Threads Discussion ViewClosed

It would be great to have a view where agents can see the all the discussions as it used to be with freshconnect  

0
Stellaniceshops
Contributor
2 years ago
Skilled Expert
NezekiSkilled Expert

Separate workspaces for different support teams within customer portalClosed

As the portal is set up now, all support workspaces are combined within the same portal for the requesters. We have so far introduced one more team to Freshservice, but will not bring in our other support teams (5+) since there’s already tangible confusion for requesters when using the portal.Please create a way to separate the portals and their items. It would be necessary to use the same search function for being able to search for service items and knowledge articles across all workspaces, but the workspaces themselves need to have a clearer separation.

0
Skilled Expert
2 years ago
jerryr
Apprentice
jerryrApprentice

State Filter in FreshdeskClosed

I would like to suggest to add a state filter so we could filter all unresolved/ open/ outstanding tickets that a customer might have already responded with. 

2
Peter Gulka
2 years ago
Apprentice
BenNicholasApprentice

Freshchat Improvement suggestionsClosed

Hello,As a recent newcomer to Freshdesk and Freshchat, I am finding a number of functionality issues in terms of how we can manage our chats, both open and archived. I would be interested to know if anyone else would find any of the below useful and if these could be implemented if sufficient users have need or them.Easy access to chat history without the need to download a report. I frequently require the ability to look at transcripts of chats going back as far as 3 months, and this is very difficult in the Freshchat system. Something which would allow us to filter by date, agent, client email address etc instead of running a report and downloading a full days chat history would be a huge time saver. Chats assigned to an agent staying in the order they are received. At present, an agents list of chats bounces around based on which client has responded most recently, meaning if they have 5 or more concurrent chats it can easily become confusing who is next if for example a client is sending multiple messages one after another instead of a single message. Some clear visual signal of a response being received. When a client replies in the chat it is not entirely clear that a response has been received if you aren’t looking at the list. Perhaps a red dot or better still a red dot with a number in it to signify the number of messages they have sent since last being responded to would make this much easier.

0
Apprentice
2 years ago
Apprentice
javier.vargasApprentice

Masquerading for managing multiple freshdesk account under one onlyClosed

Hi,We have two freshdesk accounts, say:company A freshdeskcompany B freshdeskWhat I would like is to be logged as company A, get the tickets of company B (we can do this right now with ticket sharing) and answer those tickets as if I were logged as company B.Maybe could be worthy to explore how it can be managed multiple accounts under one only.Use case: Company Group with shared support among the companies that the Group is composed of.Regards,Javier

5
Jwhite33
2 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Add time as a condition field in workflows for date fieldsClosed

When having date fields in service items custom fields they can also have time information added to it: But this information cannot be used in the workflow. This is not of great use then.Please add the time information to be select-able in the the Workflow Condition node. 

0
msconfig87
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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