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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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dehaege
Apprentice
dehaegeApprentice

Add service request details to board viewClosed

A majority of my staff and myself find the Board view to be the most efficient view to work through tickets quickly.  One enhancement for Board view would be to add the details of service requests so you can triage at a glance. Right now it simply says the title of the service catalog item.  (See screenshot)Board View of Service RequestHere’s a mock-up of what it could look like…. 

0
dehaege
Apprentice
2 years ago
Skilled Expert
user8472Skilled Expert

Ability to move/reorder the Planning fields in the Change Field ManagerClosed

Currently if you want to add a new field, it needs to go at the bottom of the list even if it should be at the top, or in the middle.You cannot reorder the exiting Planning fields either.This is really restrictive and the only work around appears to be to change the existing field names - but that changes their title on all previous Changes.

0
Skilled Expert
2 years ago
JerryB
Apprentice
JerryBApprentice

Complete First Response on Outbound EmailsClosed

This is a frustrating one for us, we would love if we could send outbound emails that become tickets, without the first response timer glaring at us. If we have an 8hr SLA on first response, and we send an email to someone who contacts us back the following day, we have SLA violations. We need this disabled, or preferably in the case of outbound communication - the timer to start when the customer replies to us for the first time.  We cannot clear it with public notes, and support is firm that everything is operating as expected. Since we have not responded to the customer yet (even though we are the initiators w/outbound email). (our ticket w/them is #15556397). Public notes, replies, etc - nothing will resolve this until they email us back and we reply.

0
JerryB
Apprentice
2 years ago
Leon Duvivie
Contributor
Leon DuvivieContributor

Sort ticket filtersClosed

Hi, I am looking for an option to be able to sort my saved ticket filters/views either alphabetically or custom.Can this be made possible? 

8
Daniel Söderlund
2 years ago
J_Wood
Apprentice
J_WoodApprentice

Create a list view for tickets I'm currently 'watching' i.e. a bookmark viewClosed

Currently when ‘watching’ tickets you get notified when an action happens on that ticket which is great, however it would be really useful to get a list view of tickets on the left hand side of all tickets you’re currently ‘watching’ whether they be open or resolved/closed. I often watch a ticket and yes get a notification when something happens on it but once it’s cleared it moves further down the list of notifications and gets lost and I often would like to go back to the ticket but don’t know the number to search for.

1
Daniel Söderlund
2 years ago
Benoit Pigment
Apprentice
Benoit Pigment

Have a timestamp type of fieldClosed

Freshdesk is really missing a key feature in tracking performance, it’s the possiblity to create custom timestamps field. DD-MM-YYYY HH:MM:SS ZONE This would allow better analytics.

0
Benoit Pigment
Apprentice
2 years ago
Contributor
ThorstenContributor

Trend graph with relative percentagesClosed

I have created an Analytics report about the customer satisfaction survey we are using for our customers in Freshdesk. In one of the widgets, I would like to show the emotions (positive, neutral, negative) of the responses to our survey as a trend graph, grouped by the month of the year. I have therefore added three metrics to the widget – one for each emotion type – and selected the “Percentage” display option for each of them. As a date range, I picked “on Last Year”. Unfortunately, Freshdesk now shows me the percentage of each emotion type per month based on the total amount of responses for the entire year, not based on the number of responses for each month.This makes the Analytics report - or better put the trend graph widget - useless in my opinion.Can you please improve it as a feature request. I have contacted Freshdesk support about this already but they weren’t able to find a workaround for this (#11299101).

2
Contributor
2 years ago
Top Contributor ⭐
aaron_jhgTop Contributor ⭐

Statuspage - Microsoft Teams IntegrationClosed

When posting a status page incident, would be good if users could receive notifications directly in Microsoft Teams

0
Top Contributor ⭐
2 years ago
Contributor
reneeContributor

Grouping Asset ActivityClosed

It would be great if the Asset Activity was grouped to separate things like software and agent updates such as the “Used By” field.In most cases, we are looking at the Asset Activity to see the history of the assigned user and updates made by the Agent. It would be good to have this grouped so that it can be viewed easily instead of being mixed in with the updated software from the Discovery Agent.

0
Contributor
2 years ago
Contributor
martrevisanContributor

Calendar - Filter Options for all Parent TypesClosed

Currently, the filter options within the Calendar are only available when you search for Changes. Ideally, the filtering can be done also for all other parent types: Tickets, Problems, Tasks etc.

0
Contributor
2 years ago
melissa.teo
Apprentice
melissa.teoApprentice

Freshdesk - Setting up a review cycle for Knowledge Base articlesClosed

Hello all,Short of exporting a list of knowledge base articles and managing through Excel, is there a more automated way (or app), which allows a review cycle to be applied to Freshdesk knowledge base articles?  For example, if you can schedule a bi-annual review for all articles based on the last modified date?Just trying to streamline an otherwise very dull and manual process… Thanks,Melissa

3
Kamakshi
2 years ago
Skilled Expert
MeriemNAIMSkilled Expert

users adding their assetsClosed

Hello, I would love the possibility for uses to add their assigned assets ,just on conditions the assignee is the requester !(please if that is already possible please guide me )  

0
Skilled Expert
2 years ago
Skilled Expert
bzentnerSkilled Expert

Allow resizing of Solutions columnsClosed

Currently, the product does not allow you to resize the width of columns. Customers have requested this ability.  

0
Skilled Expert
2 years ago
Active Contributor
bfishActive Contributor

Make all user attributes accessible via placeholdersFuture Consideration

Currently only a subset of user (requester) attributes are available to be used as variables (placeholders) in automations.  This is particularly troublesome when you need to check multiple attributes.All user attributes should be made available via placeholder for requester, actual_requester, requester.reporting_manager and actual_requester.reporting_manager.Currently unsupported user attributes:active background_information can_see_all_changes_from_associated_departments can_see_all_tickets_from_associated_departments created_at department_ids department_names external_id has_logged_in is_agent job_title language location_id secondary_emails time_format time_zone updated_at vip_user work_phone_numberExample use case:  “For this service request, skip the manager approval step if the manager submitted the request for the user, the requester is a VIP, or if the request is submitted on behalf of a VIP (actual_requester).Because the vip status of a user is not available via placeholders, you can not use this hypothetical Build Expression to make all three checks:'{{ticket.actual_requester.reporting_manager.id}}'=='{{ticket.requester.id}}' || '{{ticket.actual_requester.vip_user}}'=='true' || '{{ticket.requester.vip_user}}'=='true'You CAN use the basic match expression for VIP checks:  However you can’t do the “Did the manager submit this ticket” check, so you end up with two separate workflow branches that do the same thing and have to be maintained.Making all user attributes available via placeholder would solve this issue

3
2 years ago
Top Contributor ⭐
zachscottTop Contributor ⭐

Delayed ResponsesClosed

I see there is an app created for Freshdesk, but nothing for Freshservice. It would be nice if we could have some sort of delayed response feature. For example, if I wanted to complete a ticket this evening, but not send a response until the next morning. This would be in an effort to temper expectations for requesters, or to notify them at a more convenient time that their ticket is complete. Is there anything like this and I am missing it?

4
afautley
2 years ago
xTofC4Be
Apprentice
xTofC4BeApprentice

Dynamic description field on ticket creation pageClosed

On the ticket creation page, you can only use the ‘Templates’ in order to define information that should have to be pre-filled in the ticket creation fields.We put a qualification/classification of the incidents system in place based on a dropdown (3 levels) menu, we named it ‘Triplets’. You can for example classify an incident as being an ‘POS Sytem / NewPOS / Error’  issue. What we would like to achieve, and what is already feasible and in place in other ticketing tools, is that the Description field of the ticket is dynamically adapted based on the incident qualification values that are chosen. I mean by this that if we choose for the above triplet, then the Description field who pre-fill itself with, for example: # of the POS system:  Error displayed on the system: Has the system been rebooted ? Are all peripherals correctly connected ?  What was the trigger of the error and how can it be reproduced ?In short, when we choose a classification for the incident, the system would automatically update the description field with the information our agents should have to ask to the requester in order to log a ticket containing the required minimum information. In a large company, with hundreds of different systems and softwares, working with predefined templates for this is just not manageable.

1
Daniel Söderlund
2 years ago
paulroberts89
Top Contributor ⭐
paulroberts89Top Contributor ⭐

Help Text for Custom FieldsClosed

Add in a help/descriptive text value for custom fields in the Service Catalogue to guide the user on how to answer the question asked.  

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

Allowing multiple items in a Service Request templateFuture Consideration

I have been building service requests for my company and there are some instances where it would be helpful to have repeating items in the service request. Here’s a use-case I ran across.I’d like to create a template for setting up network communication between one or more boxes. I have a textbox for the source & destination, but if they need more than a single port for connectivity, it would be great if they could click a plus sign and repeat the same thing over and over again until they have all of the ports they needed. Instead, I end up with a large textbox for them to spell everything out in - the problem is that not everybody uses the same format and it’s unrealistic to expect them to put in a new SR for each port/protocol needed.Almost like an excel table, how you can simply click on the plus symbol to add a new row - you have what you want your table to look like, just add another object without having to put in an entirely new SR.I mocked up something below that I think would be great -- this is just an idea, but it would help me from having to create additional SRs that can accommodate bulk requests. 

4
mbutler
Top Contributor ⭐
2 years ago
GoVandals
Apprentice
GoVandalsApprentice

Allow filter by EXCLUDING certain attributesClosed

Currently filtering tickets is done by selecting attributes that match, and results are shown. It would be handy if we could also incorporate filtering for attributes that EXCLUDE certain parameters (ie: status, tags, etc).  Maybe allow us to place a (-) in front of the attribute.

2
kpatterson
Top Contributor ⭐
2 years ago
mczaper
Contributor
mczaperContributor

Notes (+more) indication on listing viewClosed

Hi, would be nice if you can implement small indicator that any note is added to the ticket. Sometime ticket is moving between workspaces and teams. Information about private note added to ticket on listing view would be perfect. It would be a instant information that you should check the note first. Those indicator can be also value for different information instantly accessible for agents like (new message from requester is waiting, tasks added to the tickets and how many of them, etc.) It can be just an icon with count number.

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

Ability to Clone a TaskClosed

We would love to see the ability to clone a task.  Specifically in the Rel and Tickets sections.We often have work where we want several agents to perform the same activity (testing a release, perfoming inventory, update something at their locations, etc).  Currently we open track this by creating a Rel or SR ticket with tasks for each agent so we can easily see who has complete and who has not.  Without the Clone option, this is unnecessarily tedious. We’d love to create the ticket, add a single task with detailed instructions then simply clone the task for each agent involved.

0
kpatterson
Top Contributor ⭐
2 years ago
Apprentice
Kevin MiodekApprentice

Freshdesk canned responses added to scenario automationsFuture Consideration

Hi everyone,I was wondering if other people like us at zooplus feel that it would be a great addition to have canned responses added to scenario automations. In our case, this would help us improve efficiency, EX but also the quality of data we collect. We’d like the agent to reply to the customer and log the tickets with very low efforts in only a few clicks.What do you think?

6
AmyOM123
2 years ago
Contributor
SarikaContributor

More filters for the group fieldClosed

The ‘My groups’ filter shows the tickets where the agent has the Edit access. Would be great if there are two more default filters, ‘My groups + read only groups’ & ‘All groups, read only and edit rights’. The naming can be different but clear. This will help the agent to not manually maintain filters and the accesses keep on changing. Having default groups saves time for the agent.

0
Contributor
2 years ago
Contributor
SarikaContributor

Check boxes in the description & Summary fieldsClosed

The text editor has all formatting possibility but its possible to include check boxes. These would help agents maintain a to-do list for ticket.Even if it possible to have strike-through option, it would hugely benefit the agents 

0
Contributor
2 years ago
Contributor
SarikaContributor

Encryption for outbound emailsClosed

One feature that seem is lacking in the tool is the possibility to send outbound emails as encrypted.  

0
Contributor
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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