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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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Shaine Chance
Skilled Expert
Shaine ChanceSkilled Expert

Multiple SLAs running at same timeClosed

Would be good to have multiple SLAs available to run at the same time.I know you can have multiple SLAs set up however they work in an order. Once the first criteria has been met, no more SLAs run against that ticket.In other helpdesks we have the option for multiple SLAs running at the same time/Business Case:We would like an Internal SLA and an external SLA for our tickets.Internal - make sure we are meeting our own internal SLAsExternal - make sure we are meeting the SLAs which are agreed with the clientThanks

0
Shaine Chance
Skilled Expert
2 years ago
TechLands
Apprentice
TechLandsApprentice

Create Local Agent Logins without an email addressClosed

we would like to create agent logins that are local and does not require and email address. the admin will create the username and password and reset for the user if necessary,

0
TechLands
Apprentice
2 years ago
mfedele
Skilled Expert
mfedeleSkilled Expert

Ability to get simply Group Membership of an AgentClosed

Dear Freshservice Agents,  We are all often confronted to tickets which are travelling a lot between Support Groups and are care by a lot of Agents. But with more than 150 Support Groups, it is often difficult to know the membership of an agent to the group X , Y or Z… Unless you are an admin, you cannot access to Admin > Agents to know the membershipORUnless you scroll the Activities Tab of a Ticket to get Group History Assignment Agents are unable to know on which group they need to reassign the ticket after adding a note.   It should be great to have the Group Membership displaying on Mouse cursor hovering as below :  When Hovering an agent Name in a ticket, display Email + Phone + Groups MembershipThanks for voting ! And Thanks to Freshservice for consideration.  

0
mfedele
Skilled Expert
2 years ago
Alex Pr
Contributor
Alex PrContributor

add Tag to columns of ticket list view for agentsClosed

It would be nice to have the field “Tag” available in the columns for the Agent Ticket list.Also there could be a Ticket age column additional to the create date. like in the ticket details page with days and hours  

0
Alex Pr
Contributor
2 years ago
Alex Pr
Contributor
Alex PrContributor

Service Element WYSIWYG FieldClosed

Hello,there is a single line text field and a multi line text field for service catalog items.For Ticket fields the description filed is a WYSIWYG editor field.Wouldn’t it be nice to have a wysiwyg field for service element, where the requester could add formatted text and or some pictures like error message screenshots etc.? GreetingsAlex

0
Alex Pr
Contributor
2 years ago
Contributor
SarikaContributor

Banner in FreshdeskClosed

There should be a way/process/rights to handle to which roles the banner is shown in the Freshdesk portal.As an example: With Reports section deprecation, the following banner was visible to all agents.All users didn’t had the access to the section so was not relevant for them. This will eventually create the questions from them and hence time not utilized properly.  

0
Contributor
2 years ago
Apprentice
AlsApprentice

Bounce Email for freshdesk-domain email addressClosed

As of now, requesters will not receive a bounce email when sending an email to unexisting freshdesk-domain email address. In this case, if a user switches support email address from freshdesk-domain to his/her own domain email address, the requesters who send emails to old email address will not be notified that they send wrong email address and continue waiting for a reply from the agent. So, please implement bounce email system on freshdesk.  

0
Apprentice
2 years ago
Kaley White
Contributor
Kaley WhiteContributor

`hidden` HTML attribute is removed when solution article is publishedClosed

I added the hidden attribute to an element in the solution article Code View:<p hidden class="hide">Text to hide</p>When I publish the article, that attribute is removed.<p class="hide">Text to hide</p>I added the following code in the Article view page on my theme so that on page load, the hidden attribute is added appropriately, but I’d like for it not to be removed in the first place. The same issue occurs with aria-hidden.document.addEventListener('DOMContentLoaded', async function() { let div = document.querySelector('div[class="fw-content fw-content--single-article line-numbers"]'); let hideElems = div.querySelectorAll('.hide'); hideElems.forEach(function(elem) { elem.hidden = true; });}); 

0
Kaley White
Contributor
2 years ago
Victor.Shiundu
Apprentice
Victor.ShiunduApprentice

Integration with ValeClosed

I have been ask to suggest support for Vale as an integration with Freshdesk. Vale is a linting tool for plain text, as opposed to a linting tool for code. This is a request made by our product team. The website is here - https://vale.sh/If there are any other tools similar to this that are available for Freshdesk users, please let us know. 

0
Victor.Shiundu
Apprentice
2 years ago
Active Contributor
CecileActive Contributor

Tickets can no longer be linked with other tickets, unless the agent has write access on all ticketsClosed

Until recently, a user could link a ticket with other tickets, even if the linked-tickets are assigned to other support groups.Now it is no longer possible. We have questioned the topic and it has been designed this way by the product team, hence is not considered as a bug.Our users have read access to ALL tickets. And write access to tickets of their own group. They used to be able to link a ticket they ‘own’, with other tickets that they do not necessarily own. It is no longer possible. We do not quite see the benefit of restricting the linkage among tickets, rather a big loss in quality and dependencies. With asset management, you can link assets from other groups. Why would an agent no longer be able to do this with tickets? It would greatly help us to have this feature back.Appreciate feedback from the community on this topic!

0
Active Contributor
2 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Add images as an Object Field in Custom ObjectsClosed

We need to have different images to be available per record in a Custom Object.Currently this is not possible, even in the paragraph as its text only.Please allow us to have images to be uploaded to Custom Objects.

0
msconfig87
Top Contributor ⭐
2 years ago
mfedele
Skilled Expert
mfedeleSkilled Expert

Ability to export a Search resultFuture Consideration

Hi Freshservice Users ! We would like to have the ability to export Data from a Fulltext Search Example :When you search ‘Gmail’ in the Search bar, you have the possibility to display all the Tickets - Changes - Assets - Articles … related to this simply worfAnd you can display all the date but we are not able to export in CSV the related data, even if you filter it. It could be great to have a magic button EXPORT to get the date in the search result page as below : should be great to have this button under a search result Could you please implement this basic feature as it already exists in the Tickets List View - Change List View - Asset Inventory View …Thanks to the community for Upvoting !

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

Set/Update Subject text using AutomationsClosed

This has been raised before and marked ‘Solved’ without really being solved. The “solution” I last saw presented was to use custom API integrations and web-hooks, but that isn’t a viable option for us.We need the ability to update the Subject of Service Requests specifically when they come in. Specifically what I want to do is when a new employee request comes in, have the subject take information from fields in the Service Request. i.e. “YYYY.MM.DD | type of request | name of requested for” - so a new hire may be “2024.02.02 | New Intern | John Smith” There doesn’t appear to be the ability to update the Subject of a ticket in an Automation, unless I’m missing something. With how messy Service Requests come in (generic Subject, no Description) - adding the ability to Set/Update Subject AND Description would improve our Freshservice experience greatly.

3
2 years ago
Active Contributor
CecileActive Contributor

Associate assets to a Change or Incident - usability enhancement request - multi-select accross pagesFuture Consideration

Dear community,when we associate assets to a Change or Incident, if the Assets are spread across multiple pages, we cannot multi-select and add the assets. It has to be done one page at a time. We have asked for an enhancement, so that users can select all assets they need (multi-select on several pages) and it will be evaluated.If this enhancement would also be a great help for your users I would appreciate your feedback! If demand is high, the enhancement is more likely to be implemented!Thanks,Cécile

4
mbutler
2 years ago
Apprentice
JohannApprentice

Personalized Agent DashboardClosed

Our Agents want to crate their own filters and get a quick overview of them within their personal dashboard. It would be great if every Agent could personalize their own Dashboard and add Wigets just like what you can do with Team Dashboards. Some of our Agents have special tasks and for them it would also be great to be able to monitor specific filter.  

0
Apprentice
2 years ago
hemenkapadia
Apprentice
hemenkapadiaApprentice

Support for filtering and updated_since in /timeentries api endpointClosed

Hi,The current implementation of the /timeentries api does not have a good way to limit the entries to support a delta extract pattern (i.e. new entries added or updated since a last extract time)The /tickets api does have these capabilities using the `updated_since` filter/feature. Request - Enhance /timeentries endpoint to support the updated_since feature like the /tickets api. If this is not possible then support the filters order_by and order_type like the /tickets api; and ensure you support all datetime type fields in timeentries for the order_by filter. This is critical for the indepth data analysis and dashboard we need to prepare.Regards,Hemen   

1
2 years ago
ArtMG
Apprentice
ArtMGApprentice

Freshservice API for nested solution foldersClosed

I successfully use the API v2 calls to get Solution Folders based on the old three-level solutions hierarchy e.g.GET /api/v2/solutions/foldersreturns a series of objects under `folders`GET /api/v2/solutions/folders/{id}and returns a single object under `folder` Now, since the introduction of nested folders (enhanced knowledge base hierarchy) folders can have subfolders, and in the payload each folder object now returns a boolean valuehas_subfolders However, the API documentation has not been updated. Fortunately the Freshworks devs have been logical in their changes, so by trial and error I managed to work out that the syntax is, similar to the ‘folders in categories’ API route:GET /api/v2/solutions/folders?parent_id={id} Happy coding Freshfans!

0
ArtMG
Apprentice
2 years ago
zachary.king
Top Contributor ⭐
zachary.kingTop Contributor ⭐

Ability for a "Select All" button for multi-select dropdown fieldsClosed

Hello,I am looking for the ability to have a “Select All” option for a multi-select dropdown field. For lengthy dropdown menus, this would save the agents and requesters a ton of time when filling out forms. Right now we don’t even have the ability to select a default value, so users have to traverse the entire list when making selections.Appreciate you taking this feature up for consideration.Thank you,ZachP.S. Here is the idea related to getting the ability for “Dropdown fields to have a default value”. Go vote for this one too!

0
zachary.king
Top Contributor ⭐
2 years ago
Apprentice
LouisefApprentice

IDEA - Display email is "Mark contact as spam"Closed

HelloI think it would be really useful if the little pop-up to quickly mark contacts as spam after you have marked an email as spam could merge in the email address of the contact.Reasoning:If a contact has been spoofed or an email account hacked we may mot want to mark the contact as spam just because the email is spam. ThanksLouise

0
Apprentice
2 years ago
Shaine Chance
Skilled Expert
Shaine ChanceSkilled Expert

Ticket Escalation Emails - Business HoursClosed

The Ticket Escalation settings on Group (to send unassigned ticket notification) should be based on Business Hours not Calendar Hours.Business case: Business hours are 8am-5pmTicket came in at 4am. Unassigned ticket email was sent at 5.30am to senior management.No one was even working to pick up the ticket!

0
Shaine Chance
Skilled Expert
2 years ago
Kaley White
Contributor
Kaley WhiteContributor

Fields from objects referenced by lookup custom object fieldsClosed

Two related feature requests for lookup fields in custom objects:Add fields to the custom object whose values sync with field values from a lookup value. For example, I have a Ticket-Company Relationship custom object that has fields Ticket (a lookup to a ticket) and Ticket Status (a dropdown). When the ticket’s Status changes, I’d like all associated Ticket-Company Relationship records’ Ticket Status values to update accordingly. Display lookup values’ field values in the custom object records list. For example, display the Status from the Ticket associated with a Ticket-Company Relationship record (even if this not a field in the custom object as in the above bullet point). 

0
Kaley White
Contributor
2 years ago
Ajax
Contributor
AjaxContributor

Request to Review Agent's Personal Canned ResponsesClosed

Hi,This has been asked before, but this would be a very valuable feature!“Is there a way for Admins/Supervisors to review the personal canned responses our Agents set up? We'd like to have insight and possibly approval rights to make sure that all canned responses created and used by agents meet our standards.” Thank You,Alex

0
Ajax
Contributor
2 years ago
Apprentice
megglestoneApprentice

Major Incident & Status pageClosed

There is 1 thing stopping me from migrating from Atlassian’s status page to freshservice status page and this is the post mortem report being visible and posted after the incident.  At the moment, you can post your incident and updates and close off and then once you’ve conducted your internal retros, you can post an incident summary which is absolutely critical in any outage. Come on FreshService!!

0
Apprentice
2 years ago
Shaine Chance
Skilled Expert
Shaine ChanceSkilled Expert

Ticket count in ticket viewClosed

Having a count at the end of each ticket view to know how many tickets are in each view at a glance.Clicking into the view is not enough.The below would work perfect 

0
Shaine Chance
Skilled Expert
2 years ago
Shaine Chance
Skilled Expert
Shaine ChanceSkilled Expert

Move Contact/Subject columns in ticket viewsClosed

We have users asking to move the contact/subject columns in the ticket views.At the moment they are fixed

0
Shaine Chance
Skilled Expert
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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