Skip to main content

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

Filter by idea status

Filter by product

8951 Ideas

Back to top of the list
Skilled Expert
stuartwilkieSkilled Expert

Ticket List - Card View - Add StatusClosed

The Card View of tickets is great - but it is missing a really important piece of information - the ticket type! It would be so simple to add, and is a far better experience than the table view. Can this be considered?

0
Skilled Expert
2 years ago
Apprentice
markatxplorApprentice

Custom company AlertClosed

We want to be able to create a quick alert on a Company for agents when creating a ticket that shows them important information. For example:“If the requester is asking for access to product, please refer them to the Security team.” 

0
Apprentice
2 years ago
egiust
Skilled Expert
egiustSkilled Expert

Add the getDay() JS function for chat BotClosed

Hi! It would be great if the getDay() function could be added into the list of Javascript functions for Bot flows. We could use this to have the bot route our customers to our weekend agents on Saturdays and Sundays. 

1
egiust
Skilled Expert
2 years ago
Apprentice
tconzApprentice

API Query based on SubjectClosed

Can we please look to add the ability to the API so we can query based on subject?It’s a default feild so not sure why ithasn’t been included, perhaps due to compute for matching as subjects can be long? Will greatly help with auditing and custom reporting.

0
Apprentice
2 years ago
Apprentice
RandyAApprentice

Why is CC and BCC not available for Workflow Automator emails?Closed

It is so difficult to troubleshoot what is being sent to the customer when you cannot add a CC or BCC to an email. When troubleshooting, we need to be able to see exactly what the customer is seeing and then we can quickly resolve any issues. Adding ourselves as a TO is just not a smart option because noone wants to see the system administrator being included in a sensitive email, while most everyone understands that a system administrator does need to monitor the system. It only make senses to have a BCC and CC for this reason. I see that this was requested well over a year ago and even saw a request as far as 12 years ago. Is there any reason why this is not something that can be implemented?Thanks,Randy

0
Apprentice
2 years ago
bennnnnnnnnn
Contributor
bennnnnnnnnnContributor

Ticket Count in FreshService AppClosed

Viewing the Number of Tickets such as Unresolved ticket's in the IOS App would be helpful for management to manage the team. Similar to FreshDesk.

0
bennnnnnnnnn
Contributor
2 years ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Close button for emails in Freshservice.Closed

It would be nice to be able to embed a button (or even a URL link) in an email notification when a ticket is Resolved that lets the Requester change the status of the Incident to Closed. We created a Workflow to automatically notify the Requester when a ticket is Resolved, but they will need to go change the status on their own, and our user base is likely to not do things that take more than 1-2 clicks.

6
2 years ago
Apprentice
MaxRApprentice

Multi language support for Service CatalogClosed

The idea was already posted 4 years ago by Service Catalog Multi Language Support | Freshworks Community by the user bfish_19413.The idea is a multi language support for the service catalog elements like for example in the Knowledge base module. The problem is that we have colleagues who can only speak German or English but not both languages. We would love to give all employees the opportunity to use the system in their prefered language. Is there anything planned in that direction? 

2
DanielRuff
2 years ago
egiust
Skilled Expert
egiustSkilled Expert

Omniroute: pause call assignment while agents are on chatsClosed

Hi! Currently with Omnirouting, you can enable the system to pause chat and email assignment while on a call. We would really love to see the ability to pause phone assignment while on chats. This would be a game changer for our staffing setup and would give us a lot of flexibility for interaction assignment

0
egiust
Skilled Expert
2 years ago
Skilled Expert
ejgerkenSkilled Expert

On/Offboarding modules should be visible for agents in their drop menuClosed

Currently those two embedded modules are only visible or accessible via the Self Service Portal (Customer Portal), i would also like to add those two options in the gent portal under the + sign in the upper right corner, where the variation of tickets can be chosen to be created. On/Offboardings are often initiated by local IT agents in different offices across countries, having to switch to the customer portal for just that reason every time is received as off-putting.It seems plenty articles on here show that for years many have requested some options to customize the agent portal in at least some ways - but...

0
Skilled Expert
2 years ago
michaelmartel
Skilled Expert
michaelmartelSkilled Expert

Project Data on DashboardsClosed

It would be great to be able to display project widgets on dashboards in Freshservice.

0
michaelmartel
Skilled Expert
2 years ago
Contributor
martrevisanContributor

Analytics - Changes Module - Filter on future datesClosed

Analytics - Changes Module - Filter on future datesThe ability to set default filters on future dates exampleNext 2 daysNext 2 weeks This is required since changes are all set in the future so it does make sense to include these default date ranges to visualise future changes in a dashboard rather than just in a list.

0
Contributor
2 years ago
Top Contributor ⭐
aaron_jhgTop Contributor ⭐

Ticket Journey ~ Customer SatisfactionClosed

At present we can see only how we have done at the end of a ticket. A good feature would be to have a little smile or sad sign on emails and we can then trace what pich points are. For example the agent could say this ticket has been escalated to a manager, the requestor could not be happy with this and as such click on the :( sign.  

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

Add more than 1 department headClosed

It would be great if we could add mre than 1 department head?  Some teams will have team leaders along with managers who would want to see what tickets their team are creating. 

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

Different Ticket Prefix's in one workspaceClosed

It would be great if we could choose our own or even create our own ticket prefixes in one workspace? We would like to monitor several things in the main IT page for example  COM - Complaint SR - Service RequestSV - Site Visit etc  At present you have to create a different workspace and even then the ticket prefixes are limited. 

0
Top Contributor ⭐
2 years ago
Contributor
martrevisanContributor

Include Canned Responses within Changes NotesClosed

It would be so helpful to include canned responses within Changes Module. Especially since when you want to forward details of the change to an external entity.

0
Contributor
2 years ago
BryceK
Top Contributor ⭐
BryceKTop Contributor ⭐

Control who/what qualifies for Leaderboard - FreshserviceClosed

We have API users that control a few automated processes that open and close tickets and keep a record of approvals. We also have a few other automated "alert" process where a ticket is opened and closed if the service comes back up or remains open if need agent intervention. Either way this API agent and/or ticket types should not qualify for the automated process or API agent to show on the dashboard.  Is there any other way to control who or what does not qualify to show on the leaderboard?

1
alyssia.correa
2 years ago
Contributor
chris.phillipsContributor

Stop Start of the SLA Timer and reportingClosed

Is it possible to report on the SLA time used by us rather than by the customer? For example;  If we only used the 4 built in status; Open, Pending, Resolved and Closed. Open means the SLA timer is running Pending means the SLA timer is stopped (e.g while waiting for a customer response) Resolved/Closed obviously means SLA timer is stopped. Lets say the following happens / Chronological Example: 10:00 - customer logs a ticket (ticket is open and SLA timer has started) 10:10 - we respond with a question / saying it's fixed and mark the ticket as pending (and therefore stopping the clock  [(A) we have used 00:10 - (B) the report will show 00:10] 10:20 - the customer reponds saying it's not fixed (ticket is set back to open)  [(A) we've used 00:10 - but (B) the reports will show 00:20] 10:30 - we respond again and set as pending  [(A) we've used 00:20 - but (B) the reports will show 00:30] 16:00 - customer responds (ticket is set to open) [(A) we've used 00:20 - but (B) report will show 06:00] 12:10 - we resolve the ticket and it stays resolved [(A) we've used 00:30 - but (B) report will show 6:10 ] Can you confirm this is how it currently works? Can you confirm if we are able to report on (A) rather than (B) please? Thanks in advance Chris

11
eeha0120
2 years ago
Top Contributor ⭐
aaron_jhgTop Contributor ⭐

Appointment Booking SystemClosed

It would be great to have a FreshService booking system that users could use to book to collect equipment or for troubleshooitng. Working on the same say as Microsoft booking. 

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

Allowing Survey responces to agentsClosed

It would be great when a requestor completes a survey, that the agent gets a copy of this as an email. Quite common practice in other software.   

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

Status page > Allowing users to log in if they are part of a domainClosed

The status page currently only works if you lock this down to people who you have imported (Which we can now do with a CSV file) It would be great, like the main FS page if they could log in from new using office 365 auth 

0
Top Contributor ⭐
2 years ago
Contributor
KathrynContributor

Notify customers of new solution articlesClosed

Hello! I would like to have an option where people can “follow” certain folders in the Solution/Knowledge Base and get notified when that folder has been updated.  For instance, if someone follows the Folder about Microsoft Teams, they would get notified every time a new page was added to that folder. They would also be updated every time a page in that folder was edited. It would be even better if the notification included the text of the new page or the change.  I saw in the Ideas that this has been suggested many times and closed. I would appreciate an update or explanation:)Thank you! 

0
Contributor
3 years ago
Contributor
reneeContributor

Multiple check list in formsClosed

The system is only allowing one check box to be added at a time and it appears as a new section for each checkbox. I am fearful that while this is not impossible, it might be difficult and clunky to report against. Could we have a check box section that allows a title and multiple check boxes within the same section? This is how the checkboxes appear currently:    Ideally, I would like to have this section named with each potential check box underneath. Also, the potential to have a check box that prompts a text box similar to the “Other Access” section in my screenshot above. I have added an example (below) from our online web forms that currently has this ability.  

0
Contributor
3 years ago
Contributor
alessio.fattoriniContributor

Can i notify agents about new solution?Closed

How can i inform my agents that a new solution/faq is published?  Email notification? RSS?

14
Contributor
3 years ago
Contributor
villeContributor

Notify (selected) agents and/or customers for new solution articlesClosed

When a new solution article is created to the system, it would be good if certain agents could be notified about the new article by email. This would make them aware about the permanent solution available easily. In addition to agents, also customers and even any email addresses could be notified.

19
Contributor
3 years ago
Show more discussion threads

Filter by product

  • All products
  • Freshservice
  • Freshservice IT Asset Management
  • FireHydrant
  • Freshdesk
  • Freshdesk Omni
  • Freshcaller
  • Freshchat
  • Freshmarketer
  • Freshsuccess
  • Freshteam
  • Freshsales
  • Freshworks Neo

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.

Terms of UseAccessibility statement