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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
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Make Freddy follow business rules to suggest values for hidden fieldsFuture Consideration

Currently Freddy suggestions do not follow any business rules.This leads to weird results for our agents. For example if we hide the Category field, there are still suggestions for that field: Please make Freddy follow business rules so that it makes more sense.Support confirmed that behavior in a ticket: “Freddy suggests values for hidden fields - [#15795048]”

1
alyssia.correa
2 years ago
jdaniele
Apprentice
jdanieleApprentice

Require response for Article Feedback (no)Closed

Is there anyway a setting can be configured that if someone votes down (reply to “Is this article helpful?”) that a response would be required and just not optional? I mean if it were a requirement, I guess the user could always just close the browser to not submit the response. Just asking.

0
jdaniele
Apprentice
2 years ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Tasks on a Scheduled TicketUnder Review

I love the fact that I can schedule tickets - the only problem is that they are missing the ability to create tasks. I’d love to have a Scheduled Ticket that comes automatically with all of the associated tasks required.I have all of the fields required to put in a ticket, but nothing to make it useful without manual intervention (which defeats the purpose of a scheduled ticket).

4
alyssia.correa
2 years ago
Shaine Chance
Skilled Expert
Shaine ChanceSkilled Expert

Abiltiy to Hide Bulk UpdateClosed

We have rules in place on our tickets to prevent users updating certain fields.Have now seen on the ticket view they can bypass that rule using Bulk Update.The access should be able to be narrowed down by Role

0
Shaine Chance
Skilled Expert
2 years ago
Apprentice
Alfred van SlootenApprentice

Duplicate tickets bases on ticket propertiesClosed

We are working are a CS department and creating tickets based in serial numbers. To reduce “double” work we would like to have a pop-up/ notification that if a new ticket is created by one of our agents with a serial number for which a ticket already exist. The get the notification.  “Existing case with “Ticket ID” for this serial number”When the customer creates a new ticket for which already a tickets was created. The agent should get a notification“Customer already created a ticket with “Ticket ID”, Would you like to Merge?Is there anything in development for this. As it will increase productivity, solution rate and with that also customer satisfaction?

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

Attachment file type restrictionDelivered

It would be nice to be able to restrict the type of files that are allowed to be attached to tickets in FreshService. This is a feature that is already built out into FreshDesk, but from a security perspective we’d like to be able to prevent employees from the ability to add specific file types (example: cmd, exe, etc).

2
alyssia.correa
2 years ago
Apprentice
nicholas.lehman

Reduce web pop-up clutterClosed

 Every time you close a ticket or a task, an additional pop-up notification appears, taking over screen realestate, and covering useful buttons such as the Close button. It is very frustrating and results in having to constantly close pop-ups to access the features underneath. Could Freshworks consider rolling up multiple pop-ups into one, with an option to expand if the user requires? A single notification pop-up won’t block out and of the buttons and features in that area, resulting in fewer clicks to get a ticket done. See my MSpaint-quality example below:  

0
Apprentice
2 years ago
juanmartos
Apprentice
juanmartosApprentice

More details on the detailed activityClosed

Requester emails are automated responses and can't be considered as part of ticket conversation. For the very reason, they currently do not display them in the ticket. Perhaps being able to include these automated responses so that they are shown on the detailed activity page, could be useful. What do you guys think?

0
juanmartos
Apprentice
2 years ago
Apprentice
Jan CApprentice

Project Management - Plan/Gantt Usability ImprovementsFuture Consideration

I am currently evaluating tools for a customer. Freshservice would be a perfect fit, were it not for some UX shortcomings in the project management module:Drag and drop sorting of tasks in the Gantt view Expand all/ collapse all buttons in the Gantt view (i.e. show all tasks in a task list)Are these improvements in the product roadmap? I’ve seen the drag and drop functionality mentioned multiple times in this community, but never specifically for the Gantt viewThanks,Jan

1
2 years ago
Contributor
jlambertContributor

Change calendarClosed

Please include a link directly to the Change Calendar under Changes. It’s currently a very hidden feature. 

0
Contributor
2 years ago
Contributor
jlambertContributor

Need to see tickets an agent touched in a given time periodClosed

This was already suggested more than 5 years ago but, according to FS support, it is still not possible… https://community.freshworks.com/ideas/view-tickets-worked-on-by-an-agent-for-a-given-date-or-range-12975We need the ability to see a list of tickets an agent touched in a given time period. As the original request states, I’d like to see a list of tickets “Mike” created, resolved, closed, updated, replied to, etc. today. Ideally this would be in chronological order…12:00pm  Note added: <Subject of ticket>(link to ticket)12:34pm Ticket Closed: <Subject of ticket>(link to ticket)1:15pm Email sent: <Subject of ticket>(link to ticket)

0
Contributor
2 years ago
Contributor
bobrichardsContributor

fix recurring blockClosed

I have this every 4 months “We are sorry--you have been restricted from accessing this helpdesk page.” Why must this error happen over and over and over every 3-4 months?  This should not happen. This is a defect at freshdesk.   This is a software generated issue because their system erroneously detects some spamming issue.  It is wrong every time.  My customers would not know how to spam if you paid them $1000.Either stop the problem from happening (fix it) OR, give the Freshdesk customer the access to remove the error and permit customers to submit tickets.The people at Freshdesk have no concept that this error message makes my company look bad as my customers do not understand that this is a problem with FRESHDESK, not a problem with my company.

0
Contributor
2 years ago
Apprentice
isaelsonApprentice

Error: We are sorry. You have been restricted from accessing this helpdesk pageClosed

My customer got this error when try to submit a new ticket:Error: We are sorry. You have been restricted from accessing this helpdesk pagePlease help me!

4
Contributor
2 years ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Knowledge Base SubscriptionsClosed

Hello - I would love to replace our current wiki with the built-in knowledge base. The functionality of the knowledge base is great and it can help us reduce the quantity tickets that our agents have to work, but there’s one major thing missing IMO - the ability to receive an RSS feed or subscribe to changes.Many of my customers subscribe to our wiki changes (this is really easy to enable on MediaWiki). Until this functionality is present, I don’t think I’ll be able to change the wiki knowledge base to the built-in knowledge base.I have seen this requested before, but it didn’t seem to get a ton of traction. 

2
kengon
2 years ago
joey.domhof
Contributor
joey.domhofContributor

Additional levels of hierarchy in the knowledge basePlanned

The current knowledge base hierarchy doesn’t provide sufficient flexibility to mirror the complexity of their organisation. This is especially true for multinationals.Currently, Freshservice supports 3 layers (category, folder, item) which typically does not support use cases very well that have a) multiple functions working in one tenant and/or b) that have more demands on regional and country level distinction.cc: @Rebekka_Beuth @jasmin 

6
Croy
2 years ago
maric
Apprentice
maricApprentice

Watcher Email Notification templates - change from Ticket URL to Product specific ticket URLClosed

While it can get a bit tedious, I do enjoy the customizable Agent, Requester, CC and Template email notification templates. With three different Products and their own Portals, it is very important that the URL links within the automated email responses direct our Requesters and Agents to the correct portal. Unfortunately, the Watcher email notification templates are currently defaults, and are not accessible by the FreshDesk account admin, such as myself. So while I was able to edit all 25 Email Notification templates with the appropriate Product specific ticket URL to point to the correct portal, the Watcher email notification templates remain out of reach for changes.Insert Placeholders - Product specific ticket URLSUGGESTIONSIs there a way to either:allow the Watcher email notification templates to be accessible by the FreshDesk Account Admins?Either that, or a way to:please change the default Watcher Email Notifications from Ticket URL to Product specific ticket URL.  Ticket URL: {{ticket.portal_url}}

4
eliza43
2 years ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Ability to add a subject line when forwarding from a ticketClosed

I’d like to see the option of adding or changing the subject line when forwarding from a ticket. By default the ticket subject is used as the subject for the email.  We often use this feature to engage 3rd parties or even internal employees who are not agents when the ticket requires tasks or information from them.  Doing it through the ticket is a nice way to ensure that reach-out is captured and available for anyone reviewing the ticket to see.   In some instances, customizing the subject line would be helpful for the party we are reaching out to as it will allow us to better express urgency or the specific activity required.  Example:  On a new hire ticket we may need a 3rd party account created by an account rep.  If we forward from the ticket, they will see a subject along the lines of “New Employee John Jones starting 4/1/24”  This tells them nothing useful. What we’d really like is a subject that says “Please add a login to XYZ company account”

1
rikazkhan
2 years ago
Apprentice
LisaHIApprentice

Resolution note placeholderClosed

If you use the resolution note placeholder (e.g. emails), only the text will show up, even though a picture is included in the resolution note field. It would be great if the placeholder contained everything that is also contained in the resolution note field. 

0
Apprentice
2 years ago
Skilled Expert
MeriemNAIMSkilled Expert

Search option for contacts/requestersClosed

Hello,Simple enough, having the ability to search, filter the contact/requesters .Regards

0
Skilled Expert
2 years ago
sleclerc
Apprentice
sleclercApprentice

Support for WEBP and AVIF image formatsClosed

Please add support for WEBP and AVIF image formats in the FreshService solution article content.

0
sleclerc
Apprentice
2 years ago
Contributor
MinaContributor

ChatBot windows widget intergraionClosed

Creating  freshchat- ChatBot widget as a Windows widget can be a valuable addition to your website and facilitate users experience if there are any required inquiry or even to create an ticket, while using also the freshservice as main ticketing system.

0
Contributor
2 years ago
Renske
Apprentice
RenskeApprentice

Workspaces - agent having to chooseTClosed

We have just moved our IT set up to workspaces and have added 11 new ones. The IT Workspace will be the primary workspace. We noticed that when a user calls and an agent creates a ticket, he/she always has to choose the correct workspace. Since agents usually always work in the same workspace (an IT agent will not solve Maintenance or HR tickets) why do they, for each ticket, have to choose their workspace? Can this not be set automatically, based on the workspace he/she has access to? As you can see in this example. Agents should only have to choose when they are part of more than 1 workspace.  with kind regards,Renske

4
xTofC4Be
2 years ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Multiselect count requiredClosed

It would be good to have a business rule/validation on form for Service Catalog items where a multi-select field must contain multiple values. You can require it on the SC item, however there may be instances where more than one option is required to be selected.Example: When filling out the SC item, the agent is required to get 3 forms of validation. We can use a single multiselect instead of 3 dropdowns to collect this information however there’s no way to require the two additional selections currently. 

1
MichaelJM
2 years ago
Apprentice
andyhornApprentice

Self management of the auto-recharge trigger level and quantity of Freshbot SessionsClosed

Freshdesk should allow their customers to set the trigger level for the auto-renewal of Freshbot session, especially as any unused bot sessions are not carried over to the new billing cycle, which is quite frankly daylight robbery. The billing cycle should have nothing to do with add-on credits which should carry over until used.Without those controls ourselves we stand the chance of buying sessions long before we need to, and also the chance of buying 1000 credits shortly before the billing cycle renews and losing most of them.Please address this.  

0
Apprentice
2 years ago
Skilled Expert
MeriemNAIMSkilled Expert

Global account data export error messageClosed

Hello, I am trying to export global account data export , but i get this error “Currently one data export is running. Please try again later!”Any ideas?to Note: I have disabled all Analytics data exports running and also report scheduler 

1
Daniel Söderlund
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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