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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
Shaine Chance
Skilled Expert
Shaine ChanceSkilled Expert

Import themes across multiple portalsClosed

The ability to import themes across multiple portals.Or have one over arching theme that can be copied down and applied to many portals at once.Having to download and import into 50 separate portals is painstaking

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

Ticket Created Placeholder in emailClosed

The ticket created placeholder to show the time the ticket was created in emails shows the systems timezone and does not honour the users/agents timezone.This is causing significant issues with users/agents in different regions than the systems timezone.

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

Auto Collapse Contact DetailsClosed

Would be nice to auto collapse the contact details widgetEven zoomed out its quite big 

1
Shaine Chance
Skilled Expert
2 years ago
Shaine Chance
Skilled Expert
Shaine ChanceSkilled Expert

Ordering the AppsClosed

Would be good to order the apps.This was raised 4-5 years ago.Some of the apps are standard apps so even if you removed the custom/downloaded apps to bring the app into the position you want it still is not great.A simple drag and drop like other helpdesks have (or an ordering page) would be great.Thanks

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

Time Triggers based on Working DaysClosed

Would be good if Time Trigger automation could be set to honour working days instead of x number of hours.Scenario - We want to close a ticket automatically after 3 days of being resolved so we have it configured for 72 hours.However if the ticket was Resolved early on a Friday the user really only has the one day to respond as it will be closed on Monday morning. Anyone have a suggestion to handle this or is it a new idea?

0
Shaine Chance
Skilled Expert
2 years ago
Contributor
OKHiEdContributor

Inventory Filter PaneClosed

When filtering Inventory, the filter pane + More option is so close to the bottom of the screen, you have to scroll to find it, or have the information zoomed out so far, the type is too small to read. Additionally, when you click on the +, the options are so close to the bottom of the screen, it’s kind of hard to navigate to choose the options.  The screen frequently “rolls back” when I scroll down.Could we bring the + More option up the screen farther...it would remove some of the “visible real estate” of the other fields currently displayed but would allow for more room to maneuver?  Or, alternatively, put the + More option at both the top and bottom of the screen?  Or, full of ideas here...could there be a way to add or remove the filter fields you don’t need/want to use - similar to how we choose the columns we want to see?  For example, Product is something I need to search on with frequency as opposed to (for example) created by, Last updated, etc.Thanks for considering!

0
Contributor
2 years ago
Contributor
OKHiEdContributor

Add Navigation buttons to bottom of Inventory/AssetsClosed

When viewing lists such as assets in Inventory, put the page navigation at the top and bottom of the screen to provide efficiency of not having to scroll back up to go to the next page of information.

0
Contributor
2 years ago
Contributor
HeathContributor

Offboarding Portal CardClosed

Sure someone has asked this before, can’t see anything in the forum.Raising this to track a feature for adding a default Offboarding Card to the Card Section on the Portal to make the module more visible to our HR teams. Aware there is a way to add an Offboarding Card using html as per below thread, but without the ability to restrict who can see this it isn’t viable for our use case. 

0
Contributor
2 years ago
Contributor
nathalie.saveliefContributor

Showing the Article version to the customerClosed

One of our customers would like to see Revision Numbers to show on our published articles as they may need it when they are audited on the use of our products. 

0
Contributor
2 years ago
VishnuV-Loop
Community Debut
VishnuV-LoopCommunity Debut

Report on Time Spent in StatusClosed

HelloMy organization is in need of tracking the time a ticket has dwelled in a particular status and would like to action on it accordingly. I see that this is something that is asked for by other freshdesk users as well.I request that this be introduced in freshdesk.  - Vishnu

0
VishnuV-Loop
Community Debut
2 years ago
Apprentice
pholdenApprentice

Email Notificaiton Additional FieldsClosed

We are finding a need to be able to add some additional fields to email notifications and canned responses.  Would be nice to be able to add the following fields:CCTicket Creation DateTickets Last Updated DateComplete Communication History of Ticket

0
Apprentice
2 years ago
Contributor
jlambertContributor

Display more than just Workspace / Category when searching for a solution from within a ticketClosed

When searching for a solution from within a ticket, only the Workspace / Category is visible. Currently we only see IT (workspace) / IT (folder). We need to see the next level folder that these articles reside in. For example IT / IT / Company A (the name of the folder) 

0
Contributor
2 years ago
Apprentice
Nick C.Apprentice

Be able to view more tickets in the ticket list on one page.Closed

Currently you can only view 30 tickets per page on your ticket. Please create the ability to view more or all tickets on one page.  

1
Skilled Expert
2 years ago
Contributor
DrumhellerContributor

Show analytic service desk KPI without registration for public screensClosed

We want to hang a screen and show the current ticket status. There is also the ready-made analytics page, which changes independently. Now we don't want to use a full license for this monitor or have to log in with one agent user at a time. It would be very good if only this changing display could be displayed in full screen without logging in.

0
Contributor
2 years ago
Skilled Expert
CJ WoodsSkilled Expert

More Manageability in Employee Onboarding ModulesClosed

Duplicate Build Kits for faster creation of variant Built Kits Organize Service Catalog Items in list(ability to move items up or down in the hierarchy to organize as needed)

0
Skilled Expert
2 years ago
Contributor
SarikaContributor

Clear filters with one clickClosed

When there are lot of filters on the ticket view or in search, it will be nice to have a button or something similar to clear all filter (Empty all filters)

6
Shaine Chance
Skilled Expert
2 years ago
Contributor
tlabusContributor

Link software contracts to assets OR users, not just usersClosed

I have software with a license, but if I add an asset as an installation, it does not take that from the license count. Assigning to a user does. In some cases, such as subscriptions, assigning to a user is fine. But traditional software licenses are based off of the install, which is not necessarily even associated to a user. So in that case, the asset should count the license, not the user. Also, it does not allow me to assign multiple of the same license to the same user more than once. So if the user has multiple devices, it will not allow me to count the used licenses correctly. Can you please give us the option based on the license contract to select whether it should be assigned to a user or an asset?

2
alex9910
2 years ago
DanielRuff
Top Contributor ⭐
DanielRuffTop Contributor ⭐

Ability to monitor and restrict API usageUnder Review

What is the problem?Workflows in Freshservice are really great but the more you use them with external integration the more you rely on the API to be available and the API calls to work and not fail due to some reason. Main issues we’re facing and ideas for that:API Keys and restrict users Every single agent (300-400 for us) has an API key and can use the API even if I don’t want them to use it. There is no possibility to restrict this behaviour. It should be the other way around, I allow specific users to use the API instead of generally allowing the usage.   Rate limit and monitoring   Notification about errors in web requests E.g. my third party integration failed because the rate limit from freshservice was reached and I needed to pull data via API (or any other error). How do you get notified about this? In Freshdesk admins get an email about failed web requests - not in freshservice. If you want to get a notification you can use the best practice I documented in the community using this Link. We need a better overview of the requests, the results and if we want to get notified about errors.   Who uses the API? At the moment freshservice doesnt have the ability to see who used the API to see why the API limit is reached. I need to ask freshservice support, they send me an excel file and in the far background they themself can see the user who has sent so many requests to the API that my third party integration failed. We run into issues with rate limit very often and are hardly struggling to run our third party integrations speaking to our freshservice instance.   Unauthorized requests Tell me your freshservice URL and I can exceed your rate limit without having a valid API key. I could write a script that sends 1000 unauthorized api calls to your productive freshservice instance per minute and that would reduce your rate limit even if my requests are not authorized. My API integrations that rely on freshservice api can easily get ddosed. If you ask the freshservice support they can manually block IP adresses but that’s it. Unauthorized requests should not count towards the rate limit. Following my first point about restricting users from api usage that should help here as well. Also having a timeout for users that exceed the limit very often or I’d be happy about any other improvement.Example: Simple API call to support.freshservice.com without a valid API key. I sent 6 requests to their endpoint and the ratelimit is reduced by 6. A simple script with a loop and their productive instance API rate limit is reached.     Money Having a lot of external applications trying to access freshservice literally costs a lot of money as they all need a valid fulltime license + account. Best practice recommended by freshworks is to use single accounts for every integration. Just as a side note. See this topic in the idea section to get additional licences for tec accounts: Link

2
joey.domhof
2 years ago
Apprentice
pholdenApprentice

Allow agents to add watchers to a ticket on the requesters behalf.Closed

We have had several people that are agents in Freshservice expressing an interest in being able to add watchers to a ticket on the requester's behalf.  This is something that an admin can do if they assume the identity of a person and then add watchers for the requester.  It would be nice if agents could add watchers and not have to assuming the identity. 

0
Apprentice
2 years ago
Skilled Expert
maghedSkilled Expert

Product update notificationsUnder Review

Turn off “Product Updates”Please enable us to turn of the “Product Update” notifications in the system or to filter which agents that see them.Most normal agents do not care about these system notifications sent from you and it is only an annoying that it is pushed to all. 

2
alyssia.correa
2 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

add agents to roles directly from roles settingsUnder Review

please allow us to add the agents to the roles from the page where roles are configured.This would easy up changes for roles greatly.Currently you have to switch to each individual agent and edit his roles in a lengthy procedure. 

2
alyssia.correa
2 years ago
marthadijkstra
Apprentice
marthadijkstraApprentice

merge as threadClosed

Hi All, I'm a big fan of the recently introduced threads in Freshdesk, enabling me to keep conversations about a ticket connected to the ticket.However, due to the nature of our subject matter, many of the ‘external help’ we need to call in, are companies who have their own ticketing system and do not allow to coldly send in e-mail. So what happens is we post a ticket in their website, and this becomes an e-mail convo after that first step. This e-mail convo automatically turns into a ticket for us when it enters our inbox, but really it should be a thread that connects to the original ticket.I don't want to merge these tickets, because then it will become muddled and the reply button will only reply to the original customer. But I can't turn the secondary ticket into a thread either, that's not technically possible.So currently the ‘solution’ is to cross-link them by simply posting a comment in each ticket that links to the other ticket. But that's not great either; the comment gradually travels to the bottom of the page (when viewing newest first) and disappears from view.Does anyone have a more elegant solution to this? Or could this ‘merge into ticket as a thread' be a feature request? thanks for readingMartha 

0
marthadijkstra
Apprentice
2 years ago
TerriBro
Apprentice
TerriBroApprentice

Searching canned responses is only available in an open ticket. It is needed in the admin/canned responseClosed

The search function is great for agents, but why isn't this also a simple solution offered within admin/canned responses where we see ALL canned responses and have to manually scroll through the pages. Seems like an oversight to me, can this be added? 

6
julia.a
2 years ago
Contributor
DrumhellerContributor

Multilingualism for service catalog articles urgently neededClosed

For the international use of our service catalog, we urgently need a translation option for catalog articles in the support portal.Many of our employees only speak their native language and it is useless to be able to offer articles in only one language.Making articles multilingual via clone and hiding the employees who speak other languages is not usable due to the amount of workflows behind the articles.What does the roadmap for this look like? 

2
Daniel Söderlund
2 years ago
ms-fosse
Apprentice
ms-fosseApprentice

Hide automation responses in ticketsClosed

As of early March 2023, the ticket view in Freshdesk includes all responses created by automations. This is not useful - we don’t need to see ‘Your ticket has been received” etc all the time. We need a way to mark an automation reply so it is not included in ticket threads. Thanks

5
alyssia.correa
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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