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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
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Time saved for automatorClosed

At a previous org our security automation tool had an ability to specify a time required on a workflow. From there the service would track runs and you could extract information based on the total over a time period or overall.  This could be used as a data point for leadership as well as a way to drive further investment into automations and integrations within the product to solidify the expense involved with FS etc. 

0
Medic1334
Top Contributor ⭐
2 years ago
Apprentice
RyanSilcoxApprentice

Support for Portal Specific SSO Policy in FreshdeskClosed

Our business has multiple products with relating product portals. A customer may have access to one or multiple portal depending on their purchases products. Each portal’s content is restricted and not publicly visible. Freshdesk currently allows only one custom Contact SSO policy for the entire Freshdesk instance. This requires our customers to login to each portal as they switch between the various products they own. That is a terrible customer experience. As a customer, i should be able to log in once, and then I should be able to switch between the various portals that I have acces to without being prompted to login again, and again, and again. My understanding  is that FreshService is currently built to allow multiple contact SSO policies, even down to the portal level. WE need this functionality in the Freshdesk platform. 

0
Apprentice
2 years ago
vijay_2am
Skilled Expert
vijay_2amSkilled Expert

** New properties for fields **Closed

Custom field properties As of now when we add custom fields to the forms, we get the below properties.  In addition to this, it would be great to have additional properties likeHide when <<condition>> Required when <<condition>> This will provide more functionality to the usability of the custom fields. If we extend this to the code/ootb fields, that will be an added advantage. Thanks

5
2 years ago
mmccoy
Skilled Expert
mmccoySkilled Expert

Wait ConditionsDelivered

We need a wait condition, loop or both for workflow automation.  Use case:Creating a user for on prem AD then syncs to Azure on a 30 min schedule.  Once the users is in Azure we need to assign a license to the user. Both tasks can be done with current workflow automation with manual intervention.The wait or loop cannot be achieved. and the license is triggers with an supervisor automation that kicks off another workflow automation. We need a wait condition in the workflow automation that can be used to PAUSE the automation for a given period of time, then we could check for the user in azure, if its their continue the workflow, if not loop back to the wait condition.  

12
alyssia.correa
2 years ago
Apprentice
RicApprentice

Shared ticket visibility based on (custom) field Projectnumber/Department/othersClosed

When a ticket is submitted by a project team, the Project leader, Project Technical Coordinator or project members would like to know the status of these project tickets. We are aware of the the functionality “Allow this contact to view all company’s tickets” but this would not help us as this is too broad (multiple project teams in 1 company).

0
Apprentice
2 years ago
Top Contributor ⭐
aaron_jhgTop Contributor ⭐

Resolution PageClosed

Can the resolution page be added for Field Manager? It would be great if we could add more text fields when the agent resolves the ticket. 

2
felixsaunders
2 years ago
b.tomov
Community Debut
b.tomovCommunity Debut

Department depending on Used By in AssetsClosed

Whenever assigning user to an asset in “Used By” we need to select the Department of the User. Can we make this automatic to pickup the User’s Department and assign it automatically? Why do we need to do it manualy? 

1
2 years ago
TAGGRS
Apprentice
TAGGRSApprentice

Edit robots.txtClosed

I would like to be able to edit the robots.txt from the support website for seo purposes. Then I can tell crawlers to crawl certain pages, yes/no.

0
TAGGRS
Apprentice
2 years ago
Top Contributor ⭐
aaron_jhgTop Contributor ⭐

Subject header when submitting a note / Templates for notesClosed

It would be great if we could have a subject header field for notes and also the ability to have templates for notes too. 

0
Top Contributor ⭐
2 years ago
J_Wood
Apprentice
J_WoodApprentice

Ability to sort tickets by clicking on any column headerClosed

Please can the ability be added to sort tickets by clicking on any column header and sort either ascending or descending.This could be made even cleverer by also keeping the previous sorted column values (i.e. you sort by subject ascending then you click to sort by date opened ascending, it should still keep the sort on subject as ascending as well but show the date opened sort you have applied). This would be easier than using the filter, which I find can be slightly unwieldy at times, and also I still want the view of all tickets, I just want to sort them by different columns than you already can.

0
J_Wood
Apprentice
2 years ago
Rak Tan
Apprentice
Rak TanApprentice

All Subscription ManagementClosed

Freshdesk subscription doesn’t show in the “All subscriptions” tab in the Neo admin center. So this is difficult to manage the subscription. Could you please develop all products consistently? 

0
Rak Tan
Apprentice
2 years ago
Contributor
RomanSkutaContributor

Workflow Automator popup choiceClosed

Hi!I’d love to see the Workflow Automator be able to prompt the Agent to choose from pre-defined options and then, based on this choice, the flow would continue further.In many cases we don’t want to set up a static automation that relies on current ticket attributes, but want to be more flexible and let the agents choose what happens next.The idea I have is to be able to add a new “Prompt node” in the workflow automator that would display a popup for the agent where they can pick and choose which way the flow would continue.This is just an example draft, but imagine the possibilities:Based on the choice picked in the prompt, you could add ordinary condition nodes that allow you to branch out the automation.These prompts would eliminate the need to create and use unnecessary custom fields we currently need when we need to make a dynamic choice like this, not to mention the necessary business rules to show or hide these custom fields.Let me know what you think.

1
Daniel Söderlund
2 years ago
Community Debut
luciancehCommunity Debut

Ability to sort by Project manager in Freshservice ProjectsClosed

Currently, there is no way to sort Freshservice Projects by the Project Manager. It would be great to quickly see what 1 person is working on compared to rest. 

0
Community Debut
2 years ago
Skilled Expert
MeriemNAIMSkilled Expert

Freshservice link contract to ticketClosed

 I want to know if it is possible to link tickets to contract , or add a contract filed in tickets 

0
Skilled Expert
2 years ago
sergioLaBoom
Apprentice
sergioLaBoomApprentice

Translate default strings of portalFuture Consideration

For years we have had the problem that the customer portal cannot be translated reasonably. We have to change the given texts / contents. The suggestion from support was to do this using JavaScript. That means, I should change the content of each individual element, via JavaScript. This is not only cumbersome but also not possible for all labels and all content, because the elements often have no ID.I don't understand why it is not simply possible to edit a language file.First of all it wouldn't be a big hassle and secondly it would provide maximum flexibility if you as a customer could edit the language file.

1
2 years ago
Kaley White
Contributor
Kaley WhiteContributor

Save reply draft so another reply can be sentClosed

I’d like to have multiple ticket reply “drafts.” Example use case: I’m writing a reply to a customer when I realize I need to clarify something with the distributor, who is cc’d. Right now, I copy-paste the reply in progress into another app then delete the text in Freshdesk so I can reply to the distributor. Instead, I’d like to be able to save my customer reply in progress while I send another reply to the distributor.

0
Kaley White
Contributor
2 years ago
Top Contributor ⭐
zachscottTop Contributor ⭐

Integration with MoysleClosed

I see that there is an integration for Jamf, but hoping we could soon get an integration for Moysle for Apple Products

0
Top Contributor ⭐
2 years ago
MichaelJM
Top Contributor ⭐
MichaelJMTop Contributor ⭐

Sub-folders for SolutionsClosed

It would be very helpful if Solutions could have sub-folders. We have an ‘internal only’ Solutions category and it would be incredibly helpful to break this down by section, to reduce clutter, rather than made several ‘INTERNAL -’ categories in the Solutions.   

0
MichaelJM
Top Contributor ⭐
2 years ago
Apprentice
tony.smithApprentice

Access Onboarding Ticket before the Hiring Manager SubmitsClosed

In the Onboarding Module HR puts in the initial form to start the onboard process.  Then an email is sent to the Hiring Manager to complete the second part of the form.  The ticket is not accessible for anyone until the Hiring Manager submits the second part.  We would like FreshService Admins to be able to access the ticket after the HR rep submits their part.  Being able to see the ticket or redirect/resend the onboarding email to an alternate recipient would also work.  

2
Apprentice
2 years ago
Apprentice
RoksanaApprentice

Possibility to display contact/user title or badge on the Community ForumClosed

Hello Team,I am lacking a possibility to make the contact title/ badge/role to be visible on the Community Forum. It would be much easier and also much more professional if a title would be assigned to each contact, so everyone could see who added a post/comment on the Forum and basically who we talk with (if it’s a client or our company’s employee).Thank you.

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

Google Calendar - Invite other peopleClosed

Would be nice to CC people (requester/other) to really make use of the App Saw previously raised on  but no traction

0
Shaine Chance
Skilled Expert
2 years ago
Apprentice
tony.smithApprentice

Alternate Contact for OnboardingClosed

Our company has Hiring Managers and Admins process New User Requests for Onboarding.  Currently the only option is to send the second stage onboarding email to the Hiring Manager.  We would like to be able to add an Alternate contact (preferably from a custom object) for all Onboarding tickets.  Not having this ability is keeping us from utilizing the Onboarding module as a whole.  

0
Apprentice
2 years ago
ammon.nelson
Skilled Expert
ammon.nelsonSkilled Expert

Freshservice agent ability to reply as a requesterClosed

As an agent in Freshservice, if I submit an incident and a different team/agent is addressing my request, I have no way to reply to the agent except using the forward option which doesn’t fill out the To: or CC: fields.If they send me a reply it is addressed to me, but if I hit reply, it is also addressed to me. I can’t reply in the end-user portal because opening the ticket there directs me to the agent portal for the ticket. There is no option to reply to the agent’s reply, like with a private note.Please allow agents to reply as a requester to tickets that they have open.

0
ammon.nelson
Skilled Expert
2 years ago
EricRoeland
Skilled Expert
EricRoelandSkilled Expert

Option per user to receive emailsClosed

Currently we have the option to either send an update/info email to our customers or send no email.But some customers do not like to be ‘spammed’ with emails about their tickets etc. Others on the other hand want to be informed about every step in the proces.Is it possible to have an option in the contact record for receiving emails or not. Not needed to have an option for every single email but just for receiving or not receiving.Would be really greatly appreciated by our customers!

0
EricRoeland
Skilled Expert
2 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Add wildcards for ticket and asset filter -> like excel filtersClosed

Please allow us to use and save views with wildcards for tickets and assets.Why? use case:We have Dell as our main assets Their models are called Dell Precision 5510, 5520, 5530, 5540, 7510, 7520, 7530 and so on I need a view there I can see all Precisions and maybe 55xx the filter would look like Product = “Precision 55*”This would make the product much more mature regarding asset managementCurrently I need to have about 30 different views and if a new model appears I need to create another view… This is not scalable...

0
msconfig87
Top 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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