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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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danapromethean
Apprentice
danaprometheanApprentice

Ability to trigger workflow automations manually from the ticket/service requestUnder Review

It would be helpful (for testing especially) to be able to trigger an automation you’ve created directly from the service request or ticket kind of like you can with the scenarios. This would make testing your automation easier and would be a good alternative for certain automations where the available triggers don’t accommodate your use case. 

5
2 years ago
Shaine Chance
Skilled Expert
Shaine ChanceSkilled Expert

Product Search - FreshdeskClosed

You should be able to have a search box on the product page

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

Print Ticket shows all ticket fieldsClosed

When Printing a ticket, it shows all ticket fields - whether they are visible or not on the ticket.We have lots of ticket fields that are controlled by sections.For example, we have a ticket field called Ticket Form.If Ticket Form = abc then show 10 fieldsIf Ticket Form = def then show 10 different fields If Ticket form = ghi then show another 10 different fieldsWhen printing a ticket ALL fields are shown.We used a Ticket Form to control ticket fields the end user should not be able to see but PRint shows everything.This should honour the fields that ARE visible versus what is hidden  

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

Export Search Results RequestClosed

This has already been raised here but no movement for 9 years: Need to be able to export search results. The export on the Ticket View page is not the same as being able to export search results. Also having the ability to search the drop down filters is great BUT it would be better if every field was available for searching in.In the search bar you should be able to enter a search query like other helpdesks do. Is this possible?For example:Created = Today AND Status = Open AND Agent in (John Smith, Jane Michaels and so on)

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

Threads email has no tagged nameClosed

There seems to be no placeholder for emails for threads to address to the person being tagged. At the moment we just address the email as Hello, ‘You have been tagged….’ but it seems very informal. There should be a way to have the template pull in tagged name as a placeholder so it can be addressed correctly.

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

Agent to receive Satisfaction emailClosed

As well as our clients set up as products, we also have our internal IT system set up as a product. If one of our agents has an issue with a computer for example, they will submit a ticket to the IT team. When a ticket is closed, the satisfaction email is sent but it does not get shown as the requester is an agent. We want agents to receive the satisfaction email too.  

0
Shaine Chance
Skilled Expert
2 years ago
Apprentice
Stefan H.Apprentice

Syncchronize assets from Hyper-VClosed

Hi, we are using Freshservice and need the functionality to sync information about Hyper-V-Hosts and Hyper-V-VMs in the Freshservice inventory.This functionality is already working for VMware vCenter using the VMware VCenter Cloud Discovery-app. But there is no app for Hyper-V. Thanks in advance.Regards Stefan.

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

Brand Agent Activation EmailClosed

Would be nice to be able to brand the agent activation email (not the users). Scenario - we have external clients log into our helpdesk as agents. When they receive the email it doesn’t show our name anywhere at all except the person who created that agent.Our clients were expecting an email from us and as it wasn’t assumed it was spam. Having the ability to brand the email would make much more sense

0
Shaine Chance
Skilled Expert
2 years ago
Contributor
SarikaContributor

'My layout'Closed

Each time the browser is updated or cache is removed, the layout of the ticket is lost. It would be nice to have a possibility to save your favorite layout instead of setting it up all over again.  

0
Contributor
2 years ago
Apprentice
AlanSillitoApprentice

Filter tickets using custom fieldsFuture Consideration

Hi,It would be super helpful to be able to filter tickets using custom fields (in addition to the standard, default fields).Many Thanks,Alan

2
2 years ago
Apprentice
AngelaJApprentice

Set a default ticket template in the new ticket similar to the ticket forms for customersClosed

We have a lot of fields since we implemented the new ticket forms and so when you go to the new ticket in the agent side of the system it is just a long long list of available options and can confuse agents that are not opening a ticket template for use.  there is no way set the new ticket page in the agent side of the portal to display a specific set of fields or to default to a specific ticket template layout.  so it would be great if similar to the ticket forms that were made available to the customers side of the portal, we can select the fields that show up in each form. that we could set the same for ticket templates and make one of those ticket templates the default to display for all new tickets that are created if they are not going and selecting one of the available ticket templates to create the ticket.  

0
Apprentice
2 years ago
Apprentice
tizianosApprentice

Add split time in the admin "Business Hours"Closed

For various scenarios it can be an interesting feature to add the ability to create split times for groups.In my case I have a group that works with these times:from 8.30am to 1.30pm From 2.30pm to 5.30pmSo I need the SLA timer to stop during lunch time (1.30pm to 2.30pm).Another scenario where this feature can be very useful is when the team works for two days (for example from 8:00 am to 2:00 am the next day).In this case, with the new working hours feature you can set:from 12am to 2am from 8am to 12amThis is an idea of ​​what the screen with the new working hours setting might look like: 

0
Apprentice
2 years ago
Hélène972
Apprentice
Hélène972Apprentice

Départ du calcule de date d'échéance - SLAClosed

Bonjour,Pouvons nous faire que le délai de traitement soit recalculé à la date de ré-ouverture du billet.Si un ticket est cloturé, puis ré-ouvert suite à une réponse client, que la date d'échéance se recalcule à partir de la date de ré-ouverture du ticket.Merci

0
Hélène972
Apprentice
2 years ago
Hélène972
Apprentice
Hélène972Apprentice

Départ de calcul du délai de traitement - SLAClosed

Bonjour,Pouvons nous faire que le délai de traitement se recalcule a la date de ré-ouverture du ticket.Si un ticket est cloturé, puis ré-ouvert suite à une réponse client, que la date d’échéance se recalcule à partir de la date de ré-ouverture du ticket.Merci

0
Hélène972
Apprentice
2 years ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Change workspace of existing assetsClosed

We have a bunch of assets that were created before we deployed our HR workspace, and now we would like to move those to the HR workspace. The only problem is there is no option to do this, and the only way to get those assets to the HR workspace is to delete and rebuild them. Tedious work to say the least. Can we please have an option to update the Asset workspace? Thanks!

0
mbackwater42
Top Contributor ⭐
2 years ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Access to Canned Responses from Approvals tabClosed

For certain requests we would like to use special wording on the approval request.  Currently this means we need to maintain a separate document with that text to paste into the Approval request.  We’d love to either have a catalog of Approval messages to select from (similar to the Canned Responses section) or be able to access the Canned Responses section from the Approval menu.

1
2 years ago
Shaine Chance
Skilled Expert
Shaine ChanceSkilled Expert

Activities does not show audit of what field was before changeClosed

Activities does not show audit of what field was before change, only what it has been changed.It would be great to show what the field was incase the field was changed incorrectly.  

0
Shaine Chance
Skilled Expert
2 years ago
Active Contributor
KoenActive Contributor

Automation for tracker ticket > Action in related tickets when status tracker is updatedClosed

Hi,In parent/child we can perform an action in the child when the parent is updated or visa versa (in automation).This is also possible for a change in related tickets to make an update in the tracker ticket.Why isn’t it possible to perform an action in related tickets when a tracker has been updated? :) It would be handy to have the following:Is tracker is resolved > Status of related tickets is changed to ‘Tracker resolved’krKoen  

0
Active Contributor
2 years ago
Contributor
SarikaContributor

Tag field when creating child ticketClosed

When creating child ticket, the "tag" field is not visible. Is it possible to have the field also visible when the child ticket is being created?Please note, can't have ticket templates used for all use cases so tag field is beneficial when child ticket is created.

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

product_id is not a valid placeholderClosed

Product_id is not a placeholder that can be used in automationScenarioWe cannot allow users to amend the group and product on the ticket. We have in place the app that says:if product = xx then group can only show xx if group = xx then product can only show xxThis works great locking it down however agents can choose ‘--’ and both options and all options become available.I have added automation when the ticket is raised to populate custom field ‘group_id’ with the actual group_id, then a further automation if the group is changed from any to any change the group back to the custom group_id field and this works perfectHowever product_id does not have a placeholder so this does not work for Products. I end up having a group and a product different from each other causing issues.If product_id was a placeholder the automation would work perfect.I’m actually surprised that not every field via webhook can be manipulated regardless if a placeholder exists or not.

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

closed tickets can be editedClosed

The ability to stop closed tickets being edited.In other helpdesks Closed status prevents any changes being made to any ticket field.Although the apps help reduce the fields that can be edited, you are unable to prevent all fields being edited.

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

Ticket Field Mandatory flag treatment in different sectionsClosed

We have ticket fields that go across several sections. It would be good to have the ability to make one section requires the field to be mandatory and the other section does not require. For exampleStandard Form - Section 1Reason for closure --MandatoryAdhoc Form - Section 2Reason for closure --Not Mandatory At the moment it is either mandatory everywhere or nowhere

0
Shaine Chance
Skilled Expert
2 years ago
halli
Apprentice
halliApprentice

Ability to change priority status names and default statusClosed

The default priority status names are currently:Urgent High Medium LowWe use a quadrant system to label how important / urgent our priorities are, and would like to have our tickets match. Can we please be able to name the priority status levels? Also, all tickets currently default to “Low” priority. It would be nice to be able to set our own default status.

1
Shaine Chance
Skilled Expert
2 years ago
Hashi09
Apprentice
Hashi09Apprentice

Improved activation email logic - companyClosed

automatically approving people with whitelisted domains is greatHowever, adding automatic activations based on contacts that are added to companies with specific filter requirements would also be helpful. 

1
2 years ago
Shaine Chance
Skilled Expert
Shaine ChanceSkilled Expert

Search a portalClosed

The ability to search portals on the portal page

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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