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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
Brent-Snowbowl-IT
Apprentice
Brent-Snowbowl-ITApprentice

Assigning Asset Equipment to Support TicketsClosed

Many of my support tickets are related to a piece of equipment. It would be very helpful if we were able to add equipment lists to our backend, and then we can assign said equipment to support tickets so that when we do a search on that equipment, it will bring up all the tickets associated to that device.This helps with tracking incidents on particular devices.

5
Daniel Söderlund
2 years ago
Apprentice
aheadApprentice

Software Consolidation, Grouping, or AssicationClosed

Grouping or Associating software Vendors and or Software would help a lot. Currently everything is broken out into great detail which is very useful however on a daily or regular use this becomes quite cumbersome.Being able to group or associate would greatly improve our management of the software and contracts. Managing the large number of variances in software names, products, and vendors has become a task in and of it’s self.

1
2 years ago
Contributor
RC3Contributor

Audit log of customer portal usageClosed

It would be useful to measure how much the portal is being used by being able to report on logins, or at least the last login of each customer onto the portal.It would also be useful to know if a customer has actually looked at a ticket/update when some say they haven’t seen an update :-). So a bit like you can track article views.

0
Contributor
2 years ago
Contributor
Dennis BrinkContributor

Define tasks for Service requests in the Service catalogClosed

When we create service items in the catalog, they are usually in need of different tasks to be performed when a request is placed.An example is the request for a new license where our agents needs to check if there is any available licenses and if not, order them, and then add the license to the user and the cost in our cost management system.Currently these recurring tasks needs to be defined in a Workflow automation flow, which requires deeper permissions and knowledge. Ideally we could define recurring tasks when creating a Service Item, which always would be added when a request is placed.

0
Contributor
2 years ago
Active Contributor
MalteActive Contributor

Service Request - Bundle within a bundleFuture Consideration

 It would be a great addition to service requests if we have the option to add a bundle within a bundle.At the moment, if I add the bundle to the service request I only have the selection for the custom fields but not the items added in that bundle. For example, this is the bundle when choosing it directly from the service catalogue:  And this is what it looks like, when it’s added to another service request within a bundle: This would be a very practical way to summarise service requests and make them clearer.

1
2 years ago
adriel
Apprentice
adrielApprentice

Bypass Mandatory Fields FDESKClosed

Today, in Fservice we have “?bypass_mandatory=true”  that allow us to create without the mandatory fields in the API body.If we could get that option also working on Fdesk API, this would help us a lot, in many apps, when the cx create a new mandatory field, the API calls get the error when the mandatory ones are not passed, and we know that the customer always create the fields, but forget to map then in the app description.This will save us so much trouble. 

0
adriel
Apprentice
2 years ago
Skilled Expert
RobinHenSkilled Expert

Show Analytics widgets on dashboard viewClosed

Currently the filters on the dashboard/view page are limited.It would be an added value to :Provide more filter options on the view page/dashboardormake analytics widgets available as a tile on the Main dashboard view?  

1
AaronParker
2 years ago
Apprentice
dion.wigginsApprentice

Read Only ForumsClosed

At present all forums can have new topics and replies created by users. While replies can be moderated, it would be good to have an option to have some forums where a user cannot post anything. For example, in an announcement forum it may not be desirable to have comments.

2
Kaley White
Contributor
2 years ago
Kaley White
Contributor
Kaley WhiteContributor

"Add tag" Automation create tag if doesn't existClosed

An automation that adds a tag that doesn’t exist should either (a) create the tag, or (b) warn the user when they attempt to save the automation. As is, I had to figure out that my automation wasn’t adding the tag when the ticket clearly met the conditions.

1
Kaley White
Contributor
2 years ago
desktopsupprt1
Skilled Expert
desktopsupprt1Skilled Expert

Scenario Automations - Change Subject LineClosed

We could really use this feature.We ask users to forward junk/suspicious email to us, and it comes in as a generic ticket.We run our existing automator to set the group, agent, etc., but we want to change the subject of these tickets to a unique and easily identifiable string. Our last ticketing system could do this, no problem.

1
desktopsupprt1
Skilled Expert
2 years ago
Apprentice
kleeApprentice

Scheduled publication of SolutionsClosed

I would love the ability to schedule an article to be published at a certain time. An example of when I would use this feature is during product release time when a number of articles need to be updated. Currently, I prepare the updated (or new) Solutions article in advance and then have to manually go in and click Publish for each one. Scheduling would allow for me to have them all be published at the same time, and this time could be after regular work hours. Thanks.

4
Belen Haberkon
Contributor
2 years ago
Belen Haberkon
Contributor
Belen HaberkonContributor

Scheduled and deactivation of Solutions articlesClosed

As an events company, much of the content has an "expiration date" (day of the concert, for example) and needs to be deactivated. Today, it is a manual task that requires human action 24/7. It would be wonderful to be able to schedule content to be posted and unavailable. For example: there is an event on Saturday 6th January that starts at 21:00h. I want to deactivate at 21:15h. Currently: I need to connect to my laptop in order to deactivate it manuallyProposal: Be able to schedule its deactivation for 21:15 p.m. on Saturday and have the system do it alone. You do not need to be connected to our database to read the day and start time of the event I already consult with Freshworks Support team and they confirmed me there is not any app to avoid this app to human dependence. Thanks in advance!  PS: Opened this topic to continue the requested made by Klee:  

0
Belen Haberkon
Contributor
2 years ago
dehaege
Apprentice
dehaegeApprentice

Add Order Number Field in Purchase OrdersClosed

As someone that likes to keep track of each order I place with vendors by their unique order number, it would be helpful if the purchase order module had a dedicated field for ‘Order Number’. At the very least, if there was a “notes” or “comment” box to add this to that would be better than nothing. (see mockup below) 

0
dehaege
Apprentice
2 years ago
Active Contributor
timm.greenActive Contributor

Microsoft Support IntegrationClosed

Microsoft has an option for ‘Support integration’.  Currently the only supported third-party is ServiceNow.  It would be great to see FreshService on this list.  Microsoft 365 support integration with ServiceNow configuration overview - Microsoft 365 admin | Microsoft Learn Microsoft 365 support integration enables you to integrate Microsoft 365 help, support, and service health with your ServiceNow instances. You can research Microsoft known and reported issues, resolve incidents, complete tasks by using Microsoft recommended solutions, and, if necessary, escalate to Microsoft human-assisted support.

0
Active Contributor
2 years ago
dehaege
Apprentice
dehaegeApprentice

Locate User's Department Based on User Full Name SearchClosed

Product: FreshserviceModule: Asset InventoryPlatform: MobileChallenge: When using the mobile app to assign users to assets, you must know the department (based on Active Directory imported requesters) that that specific user works in prior to it locating the user in search.Idea: Enable the Used By field to search all departments based on the user full name being entered either partially or in full. 

0
dehaege
Apprentice
2 years ago
Apprentice
Olly SnoadApprentice

Ability to edit or disable watcher notification when note addedClosed

We have noticed during setup that there is a notification which appears to trigger when a public note (requester or agent) is added to a ticket. This notification goes to anyone watching the ticket, but it doesn’t appear in list of Email Notifications, so there is no way of editing the content, or disabling the notification. In addition to this, ticket watchers is NOT an available option to use in a Send Email action in Workflow Automator.The wording in the fixed notification is also misleading, as it states Agent Response, but in fact the public note may have been added by the end user, rather than an agent.It would be great if this could be converted into an Email Notification which would enable us to edit it to meet our needs, and also for there to be an option to disable it and instead use a Workflow Automation with a send email action to go to the watchers on the ticket, or to include them in existing send email actions.Thank you.

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

More Robust Audit LogsClosed

We recently had an admin setting for an email notification flipped with no explanation of who/why - I was able to narrow down a general time frame, but the Audit Log did not capture it. The Audit Log should be expanded to show all of the changes in the Admin console / areas. Currently the logs have a lot of “agent logged in” noise and some useful information. There is no filter for ‘Admin Settings’ 

4
AaronParker
2 years ago
Apprentice
klevenickApprentice

Dark Mode for AgentsDelivered

Having a dark mode for agents would be extremely nice. Having to stare at a stark white screen all day kills my eyes, and I'm sure bothers other people. With other services adopting dark mode as an option, Freshservice should as well.

116
AaronParker
2 years ago
Apprentice
M.RebicApprentice

Reports - Change the listed data in the table in descending/ascending order.Closed

We have an idea for the presentation of tickets in the analysis reports.It would be helpful and improve the overview if tickets could be listed, for example, by size/quantity. Here is an example: It would be advantageous for a report if the section with the most tickets were at the top and then sorted in descending order. 

0
Apprentice
2 years ago
selma.alicic
Apprentice
selma.alicicApprentice

Limiting number of tickets that can be opened per Company/Contact.Closed

Hi all,As an administrator, I believe it would be advantageous to have the capability to limit the number of tickets that specific companies can open. The current setup offers no limitations, which might not align with the support packages some companies offer.Limit per Company, Not per Contact: The proposed feature should allow us to set limits based on the company, not individual contacts. For instance, if a company has a limit of 10 tickets, any contact associated with that company should collectively share this limit.Flexibility in Distribution: Additionally, it would be valuable to have the flexibility to distribute this limit either per contact (default behavior) or without any limitations.Benefits:Support Package Management: For companies offering support packages, this feature would facilitate better management by restricting the number of tickets a user can open, preventing potential overload on our agents.Efficient Ticketing Portal Usage: By implementing limitations, we can ensure that the support ticketing portal is used judiciously, preventing undue pressure on our support team. Hope there are also other members that need this feature :)Thank you!

0
selma.alicic
Apprentice
2 years ago
MichaelJM
Top Contributor ⭐
MichaelJMTop Contributor ⭐

Sort Options for SolutionsClosed

We need better Sort Options across Freshservice, but currently Solutions is our big pain point. Sure, we can manually drag-and-drop, but there should be a sort option we can ‘set’ to start from, e.g. “sort A-Z” - THEN we can change from there. Looks like this has been requested a few times over the past 3 years, but all the conversations I could find are ‘Closed’

0
MichaelJM
Top Contributor ⭐
2 years ago
BigBlueChips
Apprentice
BigBlueChipsApprentice

Give Discrete Theme Optioms on Free PlanClosed

Hello,I’ve been using Freshdesk for around two months and while the service has many positives, such as a free knowledge base, ticketing system and unlimited articles. The themes are not that great. It would be nice if we were given more theme options on Freshdesk rather than being limited to two basic themes.It’s not really difficult to give and offer more theme options for users on the free plan. I am not looking to upgrade paid plans.

0
BigBlueChips
Apprentice
2 years ago
everton.ozmap
Apprentice
everton.ozmapApprentice

Option to configure status of topicsClosed

It would be ideal if we could edit the options of the feature request.e.g. i would like to be able to have the options like followI couldn't find configuration option in freshdesk to update these options

0
everton.ozmap
Apprentice
2 years ago
MichaelJM
Top Contributor ⭐
MichaelJMTop Contributor ⭐

Time Entry Window should also let you Stop timerClosed

Using the ‘M’ key to pop out the time entry windows in a ticket is great - but it’s not fully featured. You can only Start Time and not Stop Timer. It’d be great to have this more fully featured. Ideally, the timer would be in the top right along with the ‘status’ box and you could click a ‘start time / stop time’ icon like in Changes and just access the Timer panel when you need to do something more. But a good stop gap would be to have the pop-out Timer window be able to Stop time as well, as it doesn’t consistently stop when navigating away from a ticket.

0
MichaelJM
Top Contributor ⭐
2 years ago
Apprentice
EdenApprentice

Use CSV for AutomationsClosed

It would be great if you could upload a csv that could be used for an Automation. For example if you want to create an automation which assigns a High Priority label to all tickets from a list of 200 stakeholders, you should be able to upload a csv of those 200 email addresses to build the automation, instead of typing in each email address individually. An alternate solution for this would be allowing comma or semicolon separated values to be input into the automation creator, and for each separated value to be recognised as a separate entity rather than part of a string.

3
Apprentice
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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