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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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Contributor
laurence.hendyContributor

Ability to link Multple Releases to one ChangeClosed

Currently you can link multiple Changes to one Release, but not multiple Releases to one Change, we would like the ability to do this as a one Change sometimes has multiple releases that are being worked on.

0
Contributor
2 years ago
Apprentice
FerryantoApprentice

Freshdesk CC ActivitiesClosed

I raise this feature on behalf of our customer. Could we have the CC that has been added by merging ticket or added by Agent to have this shown in the activities? They have a case where they needed to check which agent has added the CC by Reply or from Merge ticket. Thank you.

2
eko
2 years ago
Contributor
kevinl-stcuContributor

Create a Granular Permission for Cancelling Approval on a Service RequestClosed

Please add a granular permission to roles so that we can grant users the ability to cancel Approvals on Service Requests.Currently only a Super Admin can perform this action.I have tested this, and confirmed with support that only a Super Admin can cancel an approval on a Service Request.We should not have to grant supervisors/managers super admin to FreshService to allow them to do their job.

2
2 years ago
Apprentice
cbassoApprentice

Allow save filtered view in ServicesClosed

Would be great to allow saving filtered views in Freshservice > IT Operations > Services,the same feature that is already available in Ticket view,when you set your hown filter criteria and you can save that filter view with a name,to be reused by you (the Agent) or for all Agents. 

0
Apprentice
2 years ago
Apprentice
kristinn.h.sveinssonApprentice

Automatically add contacts as collaborators via AutomationClosed

Hi.  We are using external contractor to help us implement a new documents solution.  Those external contractor are as contacts in FreshDesk and need to have access to all tickets related to the implemenation without creating them as agents.  I then could f.e. create a automation that would give the collaborator rights if ticket type is in a certain way if they need to overlood all tickets and leave a note to help the staff to solve problems.

0
Apprentice
2 years ago
Apprentice
Imerco IT-supportApprentice

Forwarding a ticket - Forward all replies instead of top 4Under Review

Hello Freshworks, I have a suggestion for a better way of handling tickets and forwarding of tickets to internal/externals. As of now, when forwarding a ticket, not every answer is forwarded. This is problematic, because of missing information earlier on in the ticket. To get a full understanding of a ticket, every answer needs to be able to be forwarded.

8
julia.a
2 years ago
justinbashore
Apprentice
justinbashoreApprentice

Assign Support Ticket based on Article AuthorClosed

I am looking to be able to create an automation where a support ticket that gets created based on solution feedback can be assigned to whomever the author of the article is. This would be super helpful in our context so that the people who are overseeing certain areas can maintain the credibility of their articles as people submit feedback without me needing to go into the back end and assign them on my own. 

0
justinbashore
Apprentice
2 years ago
corey-syncsmart
Apprentice
corey-syncsmartApprentice

REQUEST -> Keyboard shortcut for unordered list (bullet points)Closed

Hi there FD team,I use keyboard shortcuts for everything possible in all the apps I use. But your app does not have them for the text editor. Which is utterly perplexing to me, as that is such a heavily used feature. I mean, most of what people do on your app is write and reply to emails, and your system tracks it all. So why aren’t there keyboard shortcuts for common formatting styles? Request -- please add in standard keyboard shortcut options for the text editor. Unordered list should be: CMD+Shift+8. Ordered list should be: CMD+Shift+7. Strikethrough should be available. Thanks for your consideration here.

0
corey-syncsmart
Apprentice
2 years ago
DDZ
Apprentice
DDZApprentice

Freshservice Solutions in Greek languageClosed

In Freshdesk the Greek language / alphabet is available, but for Freshservice it is not. The language is crucial for our Greek users. Specially when it comes to our customer portal and the solution articles.      

0
DDZ
Apprentice
2 years ago
Sebastian_S
Apprentice
Sebastian_SApprentice

Improving announcements to add valueFuture Consideration

Hi, I love announcements as a proactive way to inform customers / requesters. However this part is not as powerful and integrated as it could be. Hence some requests to improve this further:Announcement visability only to specific agent groups (similar to requesters)  Announcements as pop up or top level bar notifications (again linked to visability for requesters / agents) Option to generate and include a calendar file (ICS) in the announcement email  Allow announcement creation via workflows (e.g. a urgent incident creates an announcement for a specific contact group or a planned /approved change creates an announcement) Thank you, Sebastian

3
Top Contributor ⭐
2 years ago
Top Contributor ⭐
shannon.mejiaTop Contributor ⭐

Announcement TemplateClosed

The Announcement feature needs to be able to have a template to use.  For example, a standard signature line or standard wording for maintenance announcements.  We have an SOP for our communication, but we have to copy/paste it each time from our SOP.  Having a template option would be very helpful and efficient.  

0
Top Contributor ⭐
2 years ago
paulroberts89
Top Contributor ⭐
paulroberts89Top Contributor ⭐

Improved Formatting Options for SolutionsClosed

Currently the FreshService Solutions Editor is very basic in its formatting functionality. There are no options to split content in to columns to create nicely formatted articles for example, define default styles, change text weight etc. This type of functionality feels like table stakes for a modern editor. 

0
paulroberts89
Top Contributor ⭐
2 years ago
mcdaniel.scott
Apprentice
mcdaniel.scottApprentice

Contracts with $0 entryClosed

We use agreements with vendors that have a $0 value and manage them with Contracts.  It would be useful if the Contracts allowed a $0 value.  

0
mcdaniel.scott
Apprentice
2 years ago
mcdaniel.scott
Apprentice
mcdaniel.scottApprentice

Deeper Google Calendar IntegrationClosed

We use Google Calendar for all our work so would it be possible to have the “Work Calendar” in Freshservice display our actual Google Calendar?  That way we can add tasks and see free time without toggling back and forth.

0
mcdaniel.scott
Apprentice
2 years ago
mcdaniel.scott
Apprentice
mcdaniel.scottApprentice

Contract Expiration Incident CreationClosed

It would be useful to have contracts set to expire generate a new incident in some way so that the renewal process on our side could be facilitated.

0
mcdaniel.scott
Apprentice
2 years ago
Apprentice
Sarahk123Apprentice

Have replies from MS Teams appear from the correct agentClosed

Currently when you do the Freskdesk MS Teams app integration and use the reply to ticket feature from Teams, the reply will always appear in the Freskdesk web app as if it was from the one agent whose API key was used to set up the integration. I was told by customer support that currently there is no way to have replies from Teams appear with the unique name of the corresponding agent. What’s strange is that when the person who created the ticket gets that reply via email, the correct agent name is used there.Regardless, the Teams app will not be useful to us unless we can track the name of the agent that is replying to tickets. 

0
Apprentice
2 years ago
Skilled Expert
bzentnerSkilled Expert

Vendor Search and List View modificationClosed

Provide a search capability for vendors in the Vendor List View. Also provide the ability for users to adjust the displayed columns for the Vendor List View as well. Currently it is static and cannot be updated from the out of the box configuration.

0
Skilled Expert
2 years ago
Apprentice
tsmpetersApprentice

Proper handling of s/mime encodingClosed

Ever get a Freshdesk ticket that just says “Not given.” with an attachment smime.p7m?That’s not spam. That’s someone using an s/mime signed email.  In a nutshell, the whole message is encrypted and the key to the encryption is included in the transmission.  A standards-compliant email client will decrypt the message and display it correctly.  A noncompliant client will misinterpret the encoded data as a file attachment.As our business continues to grow, we are encountering more and more of our customers who have to use these kinds of encryption as part of their compliance as a government contractor.Unfortunately Freshdesk does not support the use of s/mime encoded emails.  So, the “idea” here:  Add support for correctly handling s/mime encoded and encrypted emails.

0
Apprentice
2 years ago
Skilled Expert
bzentnerSkilled Expert

Allow Ticket List Views the option to Group Tickets ByClosed

My customers have requested the capability to set Group By conditions on ticket list views in Freshservice so they can choose any column to group their views by (IE: By Requester, by ticket type, due date, etc.)

0
Skilled Expert
2 years ago
Active Contributor
PeterHartBrunelActive Contributor

Allow assigning to group in another workspace in Scenario AutomationsClosed

At the moment Scenario Automations only allow you to assign to groups within your workspace.Can this be widened so that you can assign to a group in another workspace.

0
Active Contributor
2 years ago
afautley
Top Contributor ⭐
afautleyTop Contributor ⭐

Field manager for tasksClosed

Field manager is availabel for Tickets, Changes, Problems. Releases… But we need to add fields to Tasks.  Please can you give us a field manager for tasks 

0
afautley
Top Contributor ⭐
2 years ago
afautley
Top Contributor ⭐
afautleyTop Contributor ⭐

Placeholders on add task nodeClosed

Some of the options on Add task node does not have the ability to have a place holder. the main ones are Due date Assigned UserFor good automation we wish to automate these based on Custom object tables and we cannot do this, it is only a fixed date or user. please make place holders available  

0
afautley
Top Contributor ⭐
2 years ago
afautley
Top Contributor ⭐
afautleyTop Contributor ⭐

Update parent ticket in same way it allows you to update Child ticketClosed

Out the box actions allow you to update the child ticket, but we need the ability to send information back up to the parent ticket so can this be added too.

0
afautley
Top Contributor ⭐
2 years ago
afautley
Top Contributor ⭐
afautleyTop Contributor ⭐

Separate First Response and resolution SLA'sClosed

We need separate SLA’s for first response and resolutionWe cannot set just the resolution SLA, we have to set a first response, but for a ticket that has been taken by an agent over phone or teams etc we do not need a first response as they have responded to the requester already over phone or teams.The problem is that the first response has to trigger the email or contact to the requestor…. so even if we just say to the agent to do a first response anyway, it triggers additional contact to the requestor which they do not want or need.  

0
afautley
Top Contributor ⭐
2 years ago
Mahdi.abuhait
Contributor
Mahdi.abuhaitContributor

Improving the CAB (Change Advisory Board) groupsClosed

 It's a good idea to make CAB groups send approvals one after the other, instead of sending approval requests to everyone at once. This means that once person A approves a request, the next person in line will get a notification, and it won't be sent to everyone simultaneously.

0
Mahdi.abuhait
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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