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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 Service Items accessible in Workflows on Global levelClosed

Currently in Global Workflows I cannot choose the Requested Item to be assigned to specific workspaces (instead of having the Service Item in the target workspace directly) because the Requested Items field is not available.The only workaround is by Subject but that can change or is not 100% reliable.Please make this field available globally. 

0
msconfig87
Top Contributor ⭐
2 years ago
Apprentice
Kelly1Apprentice

CHILD TICKET LIMITClosed

We’ve recently discovered that we are limited to 50 child tickets per parent.  Another frustrating realization that we had to discover to know and are now forced to deal with.  This program would be excellent if there weren’t so many limited features and rules.  Features that we were sold on but had to figure out on our own about their restrictions, limits, and rules.  We’re forced to adjust our processes and/or be provided with an application behind a paywall.“Completely customizable” is not what we’ve experienced.   

1
julia.a
2 years ago
Apprentice
kovdav87Apprentice

Automation rule - Send Reply is missingClosed

Hi,I have created an automation that sends an email to the requester.The problem is that if he/she replies to that email a new ticket will be created, because the automation rule is not sending the email from the ticket itself.This is how the automation looks like:I think if I could select the “Send Reply” instead of “Send Emal to requester” would solve the problem, but it is not in the list. Do you have a workaround for it maybe?Thanks,Dávid

3
julia.a
2 years ago
Contributor
diazjContributor

Organization Admin role not count as Agent LicenseClosed

I was wonder if there was any thought to considering having the Organization Admin role or some other type of role available in Freshdesk that does not count towards an agent seat license? I as the primary administrator for our companies Freshdesk account am simply that, an administrator of our Freshdesk account. Additionally there are 3 other team members that simply support our Freshdesk account and they all have the administrator role and use an agent seat license even though they do not interact with customers. We simply manage the the automation rules, add new agents, modify triggers, etc. The main reason there is more than one of us is for coverage during different shifts, vacation, out of office etc. Just a thought as we are utilizing a perfectly good agent license for not doing any of the agent duties and essentially paying for it. 

1
julia.a
2 years ago
gwpreach
Apprentice
gwpreachApprentice

Search by Ticket Number!Closed

The basic feature of searching the database of tickets by number or keyword is missing from FreshDesk!? I saw a similar request 3 years ago, but no resolution has appeared. Ideas on this topic?

2
julia.a
2 years ago
Community Debut
Joanna EspañaCommunity Debut

Change Bcc from 49 to 100Closed

We use Bcc a lot, and need to add quite a few email addresses.Is there any chance of changing the quantity from 49 to 100 addresses?

5
julia.a
2 years ago
Apprentice
pgielkensApprentice

Articles - Visibile to as All Users or another accessClosed

 Would be nice if you can make articles visibile foor all or other options. Like you have with set the Visibile to as All Users because only the content that is visible to all users can be shared. 

0
Apprentice
2 years ago
Apprentice
scarbuhnApprentice

Automate Scanned ResponseClosed

Looking to automate canned responses, it would be nice if when a user submits a ticket with a certain tag, if a canned response would update in the ticket. Is there a way to do this already?

1
julia.a
2 years ago
Skilled Expert
maghedSkilled Expert

API keysClosed

To enable customers to better work with multiple integrations I would like to see that we could for example set up multiple API keys as admins instead one key per admin user. This would enable me to use one unique API key for each integration which increase the level of security. A workaround is to have unique admin accounts for each integration which drives licences which of course is no good.An alternative solution is to be able to set up “Integration users” that doesn’t drive licenses and can not be used to log in to the portal etc.

3
julia.a
2 years ago
Contributor
TobyContributor

Remove API key for certain agentsClosed

Currently every user within Freshdesk has access to an API key, meaning that any user could: extract data, bulk update tickets, etc. from outside of the application. This is a security risk.Admins should be able to switch off a user’s ability to have an accessible API key to prevent this

1
julia.a
2 years ago
JohnFaig
Apprentice
JohnFaigApprentice

Change owner of help ticketClosed

We are an independent school and parents are our customers.  Often a faculty/staff member will receive an email from a parent and forward it to the help desk.  When I reply to this type of help ticket, the message body is addressed to the faculty/staff member instead of the parent.  In addition, the owner of the ticket is the faculty/staff member and the parent is CCed. I’d prefer to have the parent be the owner and the faculty/staff member be the CC.  This might also take care of the Dear <faculty/staff> problem too. 

1
julia.a
2 years ago
huwdymond-blackbird
Apprentice
huwdymond-blackbirdApprentice

Freshdesk - improved multi product supportClosed

Currently I have 2 items in the multi product support of Freshdesk which seem like basic requirements for any organisation looking to use this with 2 brands / products or more:Emails to responders upon submission from portal come from the default helpdesk email, not from the product specific mailbox which the ticket is routed to in automation This is applicable to anyone applying ticket automation with multi product. I’m told by support that the email notifications in an automation are sent prior to any other rules in the automation Only suggest and display solutions in the ticket replies for the relevant product portal Currently the suggested solutions is a global list and not product specific even if the product is assigned to the ticket. This is confusing for agents and limiting its use for stock answers to queries

0
huwdymond-blackbird
Apprentice
2 years ago
Contributor
reneeContributor

Have the Operating Systems (OS) recognised as a software assetClosed

If we could have the OS recognised as a software asset this would allow us to add an End Of Life date and keep track of any computers or servers that are running versions that are no longer supported.With this added as a Software Asset, we can also enable notifications so that we are aware of what devices are needing to be upgraded, decommissioned or replaced.

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

Add attachments to ProjectsClosed

Add a field to attach documents to the “Settings” page of the Project. We often have documents that need to drive all the work in the project, not just a specific task. 

0
mbackwater42
Top Contributor ⭐
2 years ago
Kaley White
Contributor
Kaley WhiteContributor

Search multiple fields for tickets to mergeClosed

I’d like to search by contact and subject for tickets to merge. 

0
Kaley White
Contributor
2 years ago
HighTechHick
Contributor
HighTechHickContributor

AzureAD - Orch Additional FieldsClosed

We are close to finishing our Employee Onboarding automation for AzureAD and Active Directory.There are a couple of inconsistencies with this app, and I was hoping to see a couple more fields added. First off, when you are using the Azure AD - Orch Create User app action, you can specify the Street Address and Postal Code, but not City, State or Country, These you have to set using the Update User app action. Also Usage Location and Office Location are available when using Update user, and the Usage Location is required when you want to auto provision a license in AzureAD.Here is my Wish List for fields in the AzureAD -Create User app action:Employee Type - for instance, Full Time, Part Time, Contractor, Intern.Employee Hire Date - because we already have this info from the onboarding form.Manager - Also, this info is already gathered in the form “{{ticket.onboarding_request.actor_1.actor_2}}”Business Phone Number - some companies don’t rely solely on Mobile phones still :)CityStateCountryUsage LocationCountryI think that is it for now :)Thanks!  

2
2 years ago
Apprentice
ssnyderApprentice

Group Assigned TasksClosed

Today, there are no reports or notifications of tasks assigned to groups. The only way to have visibility of tasks is if they are assigned to a person. Please allow a task view of unassigned tasks for groups you are part of in order to assign those tasks.

2
2 years ago
Apprentice
andyhornApprentice

Supervisor to Manage Agent Group MemebershipClosed

I would like to see functionality introduced, at a minimum, that would allow a Supervisor to manage which Agents are included in a given Group. It should not be the role of a system administrator to carry out this function; a Supervisor should be allowed to manage this as they see fit for their team.How and where this is managed is debateable. It could be managed per agent in the agent profile, similar to how groups are assigned to an agent under the ‘Scope’ section. A section similar in functionality could appear under the ‘Roles’ section if the agent is added to a Supervisor role, be that the default role or a custom Supervisor role. In this section Administrators could add which groups the Supervisor can manage should granularity be required.Alternatively, or in concert with, tick box options could be added to the Role setup enabling the management of group membership for a role. An option to enable the management of Group Properties could be added also, should an administrator wish to give that level of control to a Supervisor.Please consider this even at the most basic level of allowing a supervisor to manage Group membership. 

0
Apprentice
2 years ago
jon.mou
Active Contributor
jon.mouActive Contributor

Employee Onboarding AnalyticsDelivered

Giving the ability to provide analytics on the Onboarding Employee feature would allow teams to better prepare and determine the LOE for new hires. It can also provide a centralized place to view all child tickets to provide more accurate provisioning. 

2
alyssia.correa
2 years ago
Apprentice
sebastian.stueppApprentice

Employee Off-boardingDelivered

Hi,we have Employee On-Boarding which is a great feature and allows a 2-step process, involving the direct report/manager of the onboarded employee.Now we need the same for Employee Off-Boarding. There are certain information in our process, which only the manager can provide e.g. who gets access to the persons mailbox etc.So please, integrate Offboarding into FreshService!

15
alyssia.correa
2 years ago
Skilled Expert
spencerporchSkilled Expert

Add default font to Analytics Text widgetClosed

The fonts in Analytics do not match.The Text widgets, which are used to add text content to reports, do not include the default report font. The default font is used in all the other widgets, including charts. This means you can’t create cohesive reports--if you use the text widget, it will not match. Please add a “default” option for the Text widget so the font can match the rest of the dashboard.  

0
Skilled Expert
2 years ago
Contributor
dale.harrisContributor

Deprecate reports bannerClosed

Hi, So when is this banner about the deprecated reports supposed to go away?  It’s almost the middle of March now, and you say in the banner it’s supposed to end at the end of January. It’s annoying as we never really used the old report system anyway.  Could someone update this with an accurate timeline when the old report system is going away?  Because this is beyond silly at this point. 

0
Contributor
2 years ago
mskotko
Top Contributor ⭐
mskotkoTop Contributor ⭐

Leaderboard FiltersClosed

We would love to see some enhancements to the Leaderboard in Freshservice. It would be nice on the dashboard to be able to filter the leaderboard widget to a certain group, groups or a subset of agents.Additionally, and it appears the conversation is archived, but it would be nice to see definitions for the leaderboard categories when you hover your mouse.

5
dsweatt
2 years ago
Kaley White
Contributor
Kaley WhiteContributor

Company & contact filters in time trigger automationsClosed

In ticket creation and update automations, you can filter tickets based on the requester’s contact and company properties. I’d like these filters for time-triggered automations as well, but the only option is to filter by ticket property. My use case is to set ticket status to Follow-up only if the requester’s company isn’t served by a particular distributor (Distributor is a company field).

0
Kaley White
Contributor
2 years ago
Apprentice
ron at ardensoftwareApprentice

Allow phone extension numbersClosed

We have a significant number of contacts that do not have a direct dial-in (DDI) telephone number. Their numbers have an extension.The current telephone number format is based on E.164 which does not include extension numbers. We can probably work around this by adding a custom field (although I note that we have contacts with fax numbers and alternative numbers that also have an extension), however it would be good if the telephone format allowed extensions to be indicated (for example +441614961234x567) SIP dialling would probably be restricted to the main number.

2
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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