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
Contributor
Kelly SotoContributor

Chat GPT + Freshchat IntegrationFuture Consideration

We primarily use Freshchat as a chatbot and it’s ability to sync our solutions from Freshdesk into the FAQ database for Freshchat.  We find that it’s very tedious to create multiple utterances for each FAQ solutions to better improve the accuracy of the Chatbot. But also we find the “small talk” and human AI is not very good. With the launch of Chat GPT many company’s are starting to integrate Chat GPT into there products, specifically chatbot platforms. Intercom already has a beta for Chat GPT integration for Chatbot. Does Freshworks have plans to integrate Chat GPT into it’s platform? If so what is the timeline, and what would those features look like?

9
namth
3 years ago
Community Debut
Usual9299Community Debut

INFO, WARNING, DANGER, SUCCESS paragraph stylesClosed

Hi, It would be useful to provide provide INFO, WARNING, DANGER, SUCCESS paragraph styles for a more consistant formatting in knowledge base articles.Looks like it has been implemented in Freshdesk. Why not in Freshservice ?.Thank you

0
Community Debut
3 years ago
cbae
Apprentice
cbaeApprentice

IDea: Export tasks with the ticket exportClosed

I’d like to export tasks for auditing purposes. Task names, status, completed date, completed-by, and any other associated metadata as well, using the Ticket Export function in FreshService. Expected behavior: Tickets → Export → Check a box for “Tasks” to include on the report. Current behavior: Tickets → Export → There’s no visible feature to include Tasks on the report. For a use case, I’d think of compliance. You normally need to send auditors reports, of “who-did-what-when?”. With Fresh currently, I’d have to submit screenshots of the ticket if I wanted to leverage the tasks feature for compliance. Support told me this was already an internal feature request and was advised to create an account and submit a post here. Thanks!

0
cbae
Apprentice
3 years ago
e.c.kane
Skilled Expert
e.c.kaneSkilled Expert

Display values on reportsClosed

The Analytics UI does not display values on bar charts, line graphs etc. These are only visible on mouseover.  This is bad UX. Graphs often need to be exported and therefore the mouseover value display is absent. I want to be able to show the specific value - like the below - rather than having to look at the axis and figure out what that value is.:  

0
e.c.kane
Skilled Expert
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

Custom company/contact notes categoriesClosed

I’d like to customize the available notes categories beyond General and Testimonial. 

0
Kaley White
Contributor
3 years ago
b.tomov
Community Debut
b.tomovCommunity Debut

Several Ideas about asset managementClosed

Hi,  Since we are using Freshservice for ticketing, we also use it for Asset management. I’ve made some automations and imported bunch of assets but I came to a limitation so I would suggest few features: Whenever in inventory and All Assets view, there are limited columns that could be used. Why is that? Can you add more choices of columns independant if all assets are selected or any hardware ? It would be great to select Serial number, Asset State, custom fields or basically every field possible which would make the view a lot more customizable. Great feature that you’ve added recently is having the search bar whenever making any filters from the hirarchy view. However, when saving a preset of a filter, the search dissapears? Why ? Can you make it stay there?   I’ve created a workflow to set the Asset state “In Stock” whenever “Used By” is cleared. However I am not able to automate to delete the Department? Why is that? I would like to automate that.   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?    Macos discovery agent? if the name is b.tomov why does it make the PC name with b? It does not allow dots ? Why is that? Can you change that so the hostname could pick up dots?    I’ve created automation workflow whenever an Asset gets a new User in “Used By”, the Asset state changes to “In Use”. I’ve also created one whenever the IT department picks up the equipment form user so that whenever “Used by” is cleared to set the asset state in “In Stock”. How about a button to stay on the top for CHECK IN or UNASSIGN or something else to automate all of that? Same could go for CHECK OUT or ASSIGN or else.   When we have a User leaving the company, we usually get requested to print a document either on paper or PDF to justify the assigned equipment to the user. We do a screenshot but it does not look as good as it could. How about to have a Print button or “Export to PDF” button whenever we search for a user. It would really look professional and great if we have a decent “Check out List” where we can have the names of the user, Username, Employee ID, Deparment, assigned equipment, Product, Serial number (customizable) and etc.    When we open an asset, the right panel have a fixed buttons? Why? Can we make them customizable? Can we ad custom fields there and use it?   We are not able to track what assets were assigned to a user? This would be really great if we have that option. Once you go to a requester and to have a field for History of Owned Assets. Same would be great to see in the asset. Like History of “used by” of previous users.   Totally separte from Assets. It’s about tickets. When an agent goes in the ticket they need to click on Agent and type their name so the ticket could be assigned to them. How about a button like PICK UP. The same that we have when we mark the ticket in the Common view and just add thet PICK UP button in the ticket it self. This would really improve the Agent’s experience !  That is pretty much the top 10 Features that I found to be useful. If you could implement them, this will significantly increase the productivity, trackability and user/agent experience!  Thank you for your time

4
b.tomov
Community Debut
3 years ago
b.tomov
Community Debut
b.tomovCommunity Debut

History of assigned assets / History of user's previously owned devicesClosed

We are not able to track what assets were assigned to a user? This would be really great if we have that option. Once you go to a requester and to have a field for History of Owned Assets. Same would be great to see in the asset. Like History of “used by” of previous users.

0
b.tomov
Community Debut
3 years ago
b.tomov
Community Debut
b.tomovCommunity Debut

Right panel in assets not customizableClosed

When we open an asset, the right panel have a fixed buttons? Why? Can we make them customizable? Can we ad custom fields there and use it? 

0
b.tomov
Community Debut
3 years ago
b.tomov
Community Debut
b.tomovCommunity Debut

Check out list of user's assets equipment in PDFClosed

When we have a User leaving the company, we usually get requested to print a document either on paper or PDF to justify the assigned equipment to the user. We do a screenshot but it does not look as good as it could. How about to have a Print button or “Export to PDF” button whenever we search for a user. It would really look professional and great if we have a decent “Check out List” where we can have the names of the user, Username, Employee ID, Deparment, assigned equipment, Product, Serial number (customizable) and etc. 

0
b.tomov
Community Debut
3 years ago
b.tomov
Community Debut
b.tomovCommunity Debut

CHECK IN / CHECK OUT button for AssetsClosed

I’ve created automation workflow whenever an Asset gets a new User in “Used By”, the Asset state changes to “In Use”. I’ve also created one whenever the IT department picks up the equipment form user so that whenever “Used by” is cleared to set the asset state in “In Stock”. How about a button to stay on the top for CHECK IN or UNASSIGN or something else to automate all of that? Same could go for CHECK OUT or ASSIGN or else.

0
b.tomov
Community Debut
3 years ago
b.tomov
Community Debut
b.tomovCommunity Debut

Discovery agent does not pick up dots ( . ) in hostnameClosed

Macos discovery agent? if the name is b.tomov why does it make the PC name with b? It does not allow dots ? Why is that? Can you change that so the hostname could pick up dots? 

0
b.tomov
Community Debut
3 years ago
b.tomov
Community Debut
b.tomovCommunity Debut

Workflow automator not able to clear asset's deparmentClosed

I’ve created a workflow to set the Asset state “In Stock” whenever “Used By” is cleared. However I am not able to automate to delete the Department? Why is that? I would like to automate that and clear department when Used by = empty. 

0
b.tomov
Community Debut
3 years ago
b.tomov
Community Debut
b.tomovCommunity Debut

Search dissaper when filter is savedClosed

Great feature that you’ve added recently is having the search bar whenever making any filters from the hirarchy view. However, when saving a preset of a filter, the search dissapears? Why ? Can you make it stay there?

0
b.tomov
Community Debut
3 years ago
ks2021
Apprentice
ks2021Apprentice

Slack Integration - send a scheduled message to a Slack channel based on a number of conditions specified in ICSClosed

It would be great if there could be a scheduled send action from ICS to a slack channel based on a number of conditions specified in ICS for example: post a message to a channel containing all ticket IDs with a status of Pending so we can get a daily rundown of tickets that need completing or reviewing - this is especially helpful as we have 3 shift rotations so we can ensure no tickets are missed

0
ks2021
Apprentice
3 years ago
Apprentice
farrenApprentice

Auto Saved Draft's for New Email or New TicketsClosed

So, you want to create a new email or ticket to send out to a client. You click the New ticket or New email option and start filling everything in. After spending significant time on composing your email you have a slip of the finger and maybe close the page by accident, now all your effort has gone to waste and you have to start over again.I know drafts work for tickets that already exist but We need functionality to auto save any new ticket or email you have started.

5
Nishan Hettige
3 years ago
Apprentice
MitchSApprentice

Freshstatus RFO update postClosed

Would it be difficult to add the ability for posting an Reason For Outage (RFO) update on an incident after it has been resolved?It often takes a day or two in order to fully identify the cause and best steps of prevention for an outage so we would like the ability to set the issue as resolved so customers know services should be back to normal, but still be able to provide them follow-up information and closure on the incident.

1
3 years ago
Community Debut
Brady_EstesCommunity Debut

Allow INC to be Child Tickets to SR and Vice VersaClosed

We have a need to create a SR child ticket attached to an INC parent ticket and noticed that you can only link SR to SR and INC to INC. To us this seems a bit odd. Here is one specific example:User creates an INC for a hardware issue that our Desktop Support team troubleshoots. This results in a hardware replacement need. SR for new hardware can be created as a child ticket for original INC.

0
Community Debut
3 years ago
Apprentice
pgielkensApprentice

Freshdesk - Canned forms link chane pageClosed

Dear Freshdesk, Would be nice if i can change the page with the canned form. Now i can only see logo company and that we can change. If would like change the page where the canned form is displayed. Change lauout, colors etc.  

0
Apprentice
3 years ago
ks2021
Apprentice
ks2021Apprentice

Customising the view of Conversations by Agent groupClosed

Hi there, It would be great if we were able to customise the Conversation area based on different Agent access levels and business rules.For each Agent and the collected information, there is a new drop down called Conversation Access - Y or N.Business Rule = if Agent = Conversation Access = No, hide conversations This is particularly useful if we need to have private or restricted conversations on tickets that we don’t want certain users to see.

0
ks2021
Apprentice
3 years ago
Apprentice
Melissa.MoranApprentice

New Default Ticket Search Export Field SuggestionClosed

When exporting ticket information using the default export option (circled in the image below), would it be possible to add a field that specifies the number of days that the ticket has been open that starts counting when the ticket is created and stops the count when the ticket reaches a closed or resolved status?  

0
Apprentice
3 years ago
Contributor
tgiaicheContributor

Ad a new ticket field type : tag or multiselectClosed

A default tag section already exists but my tag needs cover several subjects : I’d like every subject to have it’s own field instead of a holdall property.Moreover this would allow to make some tags mandatory for a ticket creation.

0
Contributor
3 years ago
Contributor
Andriana0406Contributor

More ticket distribution bars in DashboardsClosed

Currently Dashboards allow only 5 chart bars. More would be required in order to analysis more metrics per agent.

0
Contributor
3 years ago
Apprentice
dana.feldmanApprentice

Hiding dropdown items from custom ticket fieldsClosed

We’ve been using custom ticket fields internally to classify reported issues, specifically using pre-defined dropdown lists.Overtime, we’ve added more and more items to those lists, but haven’t removed any (despite some items becoming relevant) because they are assigned to previous tickets and we don’t want this association to be lost.Having an option to hide items from dropdown lists would be very helpful, as it would make the use of these fields more dynamic, quicker and easier on our (the agents’) daily work, but also ensure that older data stays intact.Thanks!    

1
Daniel Söderlund
3 years ago
Apprentice
Chris BrunnerApprentice

Hyperlink between Parent and ChildClosed

We would like to have a direct parent link next to the Child label to simplify the switching between Parent and Child:   It is already possible in the parent:  

1
dhanya_r
3 years ago
kevin.c
Apprentice
kevin.cApprentice

Redirect To The ConversationClosed

Hi Freshworks Team,It would be nice if when clicking on the conversation ID in the underlying data for analytics we could be redirected directly to the conversation rather than the team inbox.Thank you.

0
kevin.c
Apprentice
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