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Keep the Ideas Forum ACTIVE and Up to Date

Related products:FreshserviceFreshservice for MSPsFreshservice for Business TeamsFreshservice IT Asset Management
  • Oct 1, 2026 4:34 PM UTC
  • 6 replies
  • 54 views
OG Bobby Johnson
Skilled Expert
Forum|alt.badge.img+5

The Freshservice Ideas forum should be a living feedback loop between customers and Freshworks.

Customers invest time submitting ideas, documenting real-world use cases, voting, commenting, and helping other organizations get more value from Freshservice. Many of us are also strong advocates for the product within our organizations and the broader community.

For that model to work, the Ideas forum needs to be actively maintained.

Ideas should be regularly reviewed and their statuses updated to reflect where they actually stand: Open, Considering, On Roadmap, Implemented, or not planned. Even knowing that an idea will not move forward is better than seeing it sit indefinitely without an update.

The value is bigger than maintaining a webpage. It keeps the community engaged and shows contributors that their time and feedback matter.

Customers contribute → Freshworks responds → the community sees progress → customers keep contributing.

Freshservice has customers willing to share ideas, solve problems, help others, and advocate for the product. Keep that community strong by keeping the Ideas forum active, current, and connected to the product roadmap.

God -> Family -> ITSM Operations & Automation

6 replies

Louis Frank
Community Debut
  • Louis Frank
  • Community Debut
  • Oct 1, 2026 8:41 PM UTC

I agree with the core point here. An ideas forum loses a lot of its value when users keep contributing detailed feedback but can’t tell whether an idea is being reviewed, planned, rejected, or simply sitting untouched.

Even a short status update would help. Something like “under review,” “not planned,” or “being considered for a future release” gives customers useful context and prevents the same requests from being raised repeatedly. A more active connection between the forum and the product roadmap would make the community feel much more worthwhile to participate in.

    OG Bobby Johnson
    Skilled Expert
    Forum|alt.badge.img+5

    I agree with the core point here. An ideas forum loses a lot of its value when users keep contributing detailed feedback but can’t tell whether an idea is being reviewed, planned, rejected, or simply sitting untouched.

    Even a short status update would help. Something like “under review,” “not planned,” or “being considered for a future release” gives customers useful context and prevents the same requests from being raised repeatedly. A more active connection between the forum and the product roadmap would make the community feel much more worthwhile to participate in.

    Please upvote if you don’t mind. Would love to see this come to fruition. 

    God -> Family -> ITSM Operations & Automation
      Contributor
      Forum|alt.badge.img+2
      • RDM_005
      • Contributor
      • Oct 2, 2026 10:28 AM UTC

      Upvoting this. As a new client I’m seeing a lot of ways to improve the tool, but I don’t get the feeling feature requests are actively being followed.

      I get an immediate response on tickets however, kudos for that

        OG Bobby Johnson
        Skilled Expert
        Forum|alt.badge.img+5

        Upvoting this. As a new client I’m seeing a lot of ways to improve the tool, but I don’t get the feeling feature requests are actively being followed.

        I get an immediate response on tickets however, kudos for that

        Welcome ​@RDM_005, thanks for upvoting… I hope we see an increase in their ability to upkeep this community and to listen to their customers. We are here to help but we can only do so much without support from Freshworks. 

        God -> Family -> ITSM Operations & Automation
        Louis Frank
        Community Debut
        • Louis Frank
        • Community Debut
        • Oct 6, 2026 2:59 PM UTC

        Absolutely — upvoted. I’d like to see this move forward too.

        A simple status system would already make a big difference because even a “not planned” update is more useful than months of silence. Hopefully Freshworks can make the Ideas forum feel more connected to actual product decisions instead of leaving contributors guessing.
         

        alexhong
        Community Manager
        • alexhongCommunity Manager
        • Community Manager
        • Oct 15, 2026 7:00 PM UTC

        Hi team thank you for all the thoughts regarding the ideas forum.

         

        My name is Alex and I am the new community manager for Freshworks. Although I cannot share all the details, please rest assured that an entire overhaul to the ideas management funnel of Freshworks is in progress. We are excited to share more updates as they come and I appreciate all the excitement and desire for these idea portals to be maintained.

         

         

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