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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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nvanegas
Apprentice
nvanegasApprentice

FCR should not be penalized by Happy customers. FCR exclude customer's replying with a "Thank you" if FCR was successfulClosed

Customer Satisfaction can occur when a ticket is resolved via FCR and the customer is happy with the FCR and simply replies acknowledging the good work with a “thank you” or similar expression of satisfaction.  This type of reply should not penalize the good work done by an agent by reducing his FCR count.I suggest there be an option to overwrite the FCR in this scenario or have an Ai decide if the reply was simply an acknowledgement to the FCR and if it was then the Ai would not remove the FCR of this ticket.

2
nvanegas
Apprentice
3 years ago
Apprentice
sylkApprentice

Widget Suggested Article entry drag and drop reorderingClosed

It would be extremely helpful if the suggested solution article entries (Widget > General > Solution Articles > Pick specific articles to show on certain webpages) could be reordered via drag and drop functionality.

0
Apprentice
3 years ago
Apprentice
Francois001Apprentice

Freshdesk Azure AD provisionning (since we can now add a large number of collaborators)Closed

Hi,Since we can now have a large number of collaborators in freshdeks, please make a provisionning connector between Freshdesk and Azure AD.The one for Freshservice works fine so why don’t translate it to freshdesk ?Thanks

0
Apprentice
3 years ago
Skilled Expert
NezekiSkilled Expert

Software groupingFuture Consideration

We use the Freshservice Agent, which is great, but unfortunately the Software module can’t really back it up properly. It’s great that it creates visibility into everything that’s installed, but there needs to be a way to group softwares together, or to note that specific softwares should be translated as another. At the moment, the agent imports the full version name of every software, which creates separate softwares for each version of the same software. In the example below, we want to keep Beyond Compare 4, but all listed versions beneath should also be “translated” to, or grouped into, Beyond Compare 4.  Simply removing the ones in the list that we don’t want managed doesn’t work, since that means we won’t have visibility into those versions.This is an issue for us with all our softwares, and we have about 250 of them in our organisation…Please do something about this, because until it’s fixed, we can’t use the Software module properly.​

7
3 years ago
arensan
Apprentice
arensanApprentice

Open links from KB Solution articles to other KB Solution articles within the widgetClosed

We have a number of KB Solution articles that link to other KB Solution articles and would like to keep the navigation for the user within the the widget rather than opening the link in a new window. Could we request that feature limited to the KB solution article links in order to provide a more seemless eperience?

1
Kamakshi
3 years ago
Apprentice
krtjApprentice

Notify agent on parent ticket when all child tickets are closedFuture Consideration

We appreciate the parent-child ticket feature.What we miss, is that when all child tickets are resolved/closed, there are no notification to the parent tickets agent of this event. The parent ticket agent needs to manually check if the child tickets are done.Please, could you implement this notification?

1
Apprentice
3 years ago
Skilled Expert
ggallawaySkilled Expert

Rich Text in service request fieldsClosed

In an incident ticket a requester is able to insert images and other rich text content into the description field. It would be nice if the service request long format textbox allowed for rich text as well (even it there was a separate field for this to maintain some backward compatibility would be ok)

0
Skilled Expert
3 years ago
Lewisgaz
Apprentice
LewisgazApprentice

Please add a drag and drop feature for attachments with FreshdeskClosed

Can you let us know if there is drag and drop for adding attachments.Our team has Attachments in Outlook and external servers and would like to drag and drop them into Ticket. 

1
Skilled Expert
3 years ago
jg8675309
Active Contributor
jg8675309Active Contributor

Google Workspace 3rd party smart chip integrationClosed

I would like to bring your attention to the recent announcement by Google Workspace about their launch of 3rd party smart chips in Docs and new integrations and APIs for Meet, Chat, and Spaces.Google Workspace is enabling these 3rd party smart chips to bring more value to users by integrating with popular enterprise applications, and many FreshWorks competitors already have integrations built-out, such as AO Docs, Asana, Atlassian, Figma, LumApps, Miro, Tableau, and Zendesk. These integrations allow users to seamlessly incorporate vital information from these apps directly into a Google Doc using @-mentions, making it easier to access and share relevant data.In this era of hybrid work and distributed teams, it has become increasingly important to have interoperability between various productivity tools and platforms, enhancing both efficiency and collaboration. FreshService, as a powerful IT Service Management tool, could greatly benefit from such integration, enhancing the way IT services are managed and how data flows between Google Workspace and FreshService.Imagine being able to incorporate and interact with FreshService data directly in Google Docs, referencing tickets, tasks, and assets seamlessly through smart chips. This feature would further streamline work, eliminating the need for context switching between different apps and providing a more unified and efficient experience for the users.Moreover, Google Meet's enhanced API capabilities and add-on SDK offer an opportunity for FreshService to extend its functionalities into the collaborative space of Google Meet. This could revolutionize how IT service management is done in real-time and in a collaborative setting, bringing the power of FreshService to video calls.Similarly, the expansion of the Chat and Spaces APIs could enable further synergies between Google Chat and FreshService, allowing the automatic creation of direct messages or group chats related to specific tickets or tasks, further augmenting productivity and response times.The new smart chip experiences and enhanced API capabilities are expected to be available to developers to build out their app integrations in the coming weeks. Given the potential of these integrations, I believe it would be a significant step forward for FreshService to take advantage of this opportunity to further enhance its capabilities and provide an even better user experience.Thank you for considering this feature request. I am certain that such a move would be welcomed by the FreshService community and add substantial value to the overall user experience.

1
jg8675309
Active Contributor
3 years ago
Apprentice
Francois001Apprentice

Freshsales "country" field managementClosed

Hi,I know it’s not an easy change but it would be great to change how the “country” field management works.Having this field as free text field is hard to manage, especially if you have an API connection to a map for exemple.Could it be possible to change this for a drop down list based on ISO 3166 ?A second, read-only, field autofilled with ISO 3166-1 alpha 2 or 3 based on the ISO 3166 select value would be even greater ty

0
Apprentice
3 years ago
Apprentice
Francois001Apprentice

Freshsales include company name in the google map search request for a more precise locationClosed

Hi,It would be nice to include the company name in the google maps search call string for a more precise location since most of businesses names are known in google maps.

0
Apprentice
3 years ago
Apprentice
Diego - Optima SolutionsApprentice

modification of the features of the collaborating agent roleClosed

By the behavior of the tool, the collaborating agents can send verification mail to the contacts.It would be very interesting to be able to restrict this option if the administrator wishes, so that it is eligible whether or not the collaborating agents can send the verification email.Thanks

0
Apprentice
3 years ago
Apprentice
David119

Service request form modifications affect current and old service request data and custom fields.Closed

Hello All,I would like for there to be an option to not delete/modify the custom fields/data from old and open service requests tickets when a service request custom field is deleted/modified.With the way it is now if you have an existing service request and need to delete an existing custom field because it will not be needed moving forward, but you need to retain the data from the currently open and older service requests, there is no way to do that. You get this message instead: "Warning! You will lose the data pertaining to this field in all old tickets permanently. Are you sure you want to delete this field?"I understand that you can export the ticket data out of Freshservice, but this is not ideal because the ideal scenario is that you don't need to leave the Freshservice portal to reference data that already exists within it.My request is for there to be an option to not affect currently open and old service requests when modifications/deletions are made to the service request custom fields.Thank you for your time and consideration. 

1
Kamakshi
3 years ago
RebbaLancaster
RebbaLancaster

What are the Benefits of BEP20 Token Development?Closed

 BEP20 Tokens being a part of the Binance smart chain are created following the BEP20 Standard. BEP20 defines the BNB Smart Chain standards for how a token can be built and traded. There are various BEP standards made for the various functionalities like BEP721, BEP2, and BEP1155 apart from BEP20.Maticz, a leading BEP20 token development company, specializes in offering the best BEP20 token development services to launch your Binance Smart Chain BEP20 standard Tokens instantly.

0
RebbaLancaster
3 years ago
Perry.gy
Apprentice
Perry.gyApprentice

Enlarge Display when forwarded ticket in the threadsClosed

we recently started using the threads function. However, we noticed that when we want to forward tickets and select the recipient, the field is very small and you have to be exactly on a point so that the field is clickable. Is there a chance to enlarge the field or to display the forwarding field as a full screen, because so far it is always listed on the right very small see screenshot.

0
Perry.gy
Apprentice
3 years ago
JDCQ
Apprentice
JDCQApprentice

perform automation, triggered by update on company data updatesClosed

We have added an booleon on the company screen : “support on hold” for those customer who do not pay their invoices. on the ticket side, we have a status “Support on hold”When the checkbox is checked, the ticket is getting the status SUPPORT ON HOLD at creation (this is done by an automation and is working fine) What we are looking for is : when the customer can receive support again, we uncheck the field at the company side and then we like to be able to create an automation where we put the tickets with status SUPPORT ON HOLD for this customer to the status OPEN This is not possible now apparently. how to solve - or can it be on the roadmap ?

0
JDCQ
Apprentice
3 years ago
Apprentice
chasefApprentice

Egnyte IntegrationClosed

Having Freshservice integrate with Egnyte the same way as Freshdesk does would be helpful for internal teams. 

0
Apprentice
3 years ago
Contributor
martrevisanContributor

Add Attachments in SchedulerClosed

Add Attachments in SchedulerIt would be so much simpler to add attachments within the scheduler rather than uploading it to the solutions and upload it through a note via a workflow.

0
Contributor
3 years ago
Apprentice
cakersApprentice

Splitting Tickets - Leave a trailClosed

would be nice if the system left a link in the original ticket to direct an agent to the new ticketthe link would initially be set private but could be edited to public if neededthe new ticket would also have a private link to the orignal ticket

4
3 years ago
Contributor
martrevisanContributor

Analytics - Chart Data Labels + Fixed Drill downClosed

Analytics - Chart Data Labels + Fixed Drill downIt would be so much helpful if the charts can include data labels and fixed drill downs

0
Contributor
3 years ago
Apprentice
EMacApprentice

Knowledge base folder permissionsClosed

Allow setting view permissions to block access to Solution folders.  Currently, folders and the content are visible even if permissions block access to the content within.

0
Apprentice
3 years ago
Apprentice
EMacApprentice

SLA timer alerts as percentages of target timeClosed

It would be nice if SLA breach approaching alerts could provide an option to be percentage of SLA target, i.e. 70%, rather than a specific time before.

0
Apprentice
3 years ago
Apprentice
EMacApprentice

SLA response timer stops if clock is stoppedClosed

If a ticket’s response SLA has not been met, the response SLA timer stops if the status is changed to one that stops the clock.  The response target should continue to tick based on ticket creation time to ensure requesters are contacted timely.

0
Apprentice
3 years ago
Apprentice
David TaylorApprentice

Freshdesk - Generated private notes not translatedClosed

Some system generated private notes are added in the language of the agent triggering them, if an agent with another language reviews the ticket that private note isn’t translated, it’s still in the language of the agent performing the action.For instance, if an agent with language set to Swedish merge two tickets, the system will add a private note “<body>Detta ärende är stängt och sammanfogat med ärende...</body>”, when other agents review this ticket, they will see the Swedish translation in the log even if their language is set to something other than Swedish.My idea here is to instead of adding the translated text as a private note, add some kind of identifier that will be used as a lookup to the correct translation (based on the logged in agent’s language settings) when the ticket is loaded.This identifier needs to be selectable in automations as well. Currently you’ll need to add the translated text for all languages used in order to find merged tickets. As described here: automate rules for merged tickets : Freshdesk

0
Apprentice
3 years ago
Apprentice
james.bourneApprentice

Fix the tab order in the portal where the Your Name field is hidden by defaultClosed

In a standard portal ticket form, you are asked for your email address. If you the person has never submitted a ticket, then a “Name” field magically appears. If you type in your email address, and then tab to the next field, the Name field is tabbed over. It’s a mandatory field. Can you guys fix the tab order please. Please see the screenshot below. It should be an easy fix.  

0
Apprentice
3 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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