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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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8947 Ideas

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Skilled Expert
maghedSkilled Expert

Service OfferingsClosed

An important peace of information when managing services is to know who is consuming a service. In ITIL terms this would be called Service Offerings but there are no built in support for this in FreshService and there are no good workarounds either as far as I can see. Proposal:Add an option to specify one or many Service Offerings for Services (Business and IT). For each Service Offering add the ability to specify the cost and commitments and if that a cost is a “one time cost” or “recurring monthly cost”. For each Service Offering add the ability to specify one or many consumers (users and/or organizations). Enable linkage between Service Catalog Items and Service Offerings so that we can add consumers of a service offering based on service requests made by a user. 

1
Contributor
3 years ago
Skilled Expert
maghedSkilled Expert

Group ManagerClosed

HiI would like to see the option of assigning a “Manager” to an agent group. The purpose is primarily to add a level of governance from a process point of view so that it is clear to all who is accountable for the group and its members.With a group manager, we can better assess:Who shall we report the performance of the group over time? Who is accountable for that the group has the correct members, naming and descriptions? Etc.I have seen this in most other ITSM systems and it is very useful.

1
Contributor
3 years ago
Apprentice
sales_16334Apprentice

Sort columns by selected headersClosed

I want to be able to SORT the Columns (like in excel).If I click on REQUESTER header, all the TICKETS should SORT A-Z by the requester name.If I click on STATS header, all the tickets should sort and group by STATUS.It's so simple. 

3
Contributor
3 years ago
Contributor
gwelstedContributor

Ability to filter Ticket fields based on Agent Group or RolesClosed

Being Abel to filter the available statuses based on agent group would be great,E.g a tier 1 tech would have the same options as a project manager.  and also being able to have status based on the “module you re working in” Eg projects/changes have specific statuses that may not be applicable to incidents and vice versa

0
Contributor
3 years ago
georgecombe
Apprentice
georgecombeApprentice

Identify facebook page nameClosed

HelloWe have several Facebook pages connected to our Freshdesk account. We’d like to know which Facebook page it is that a DM comes from as it’s causing us issues- surely this is an easy fix?Thank you.

0
georgecombe
Apprentice
3 years ago
aa44414c
Apprentice
aa44414cApprentice

Allow the ability to permit specific emails to create ticketsClosed

Instead of permitting an entire domain to create tickets (e.g., @microsoft.com), create an option to allow specific email addresses to create tickets (e.g., alerts@microsoft.com).  This is to help ensure generic communications and notifications do not generate tickets when sending to the ticket queue.

0
aa44414c
Apprentice
3 years ago
Vasan
Apprentice
VasanApprentice

List All Folders API is not returning all foldersClosed

Under Canned Responses, there is a List All Folders API. This API is not returning me all the folders. I have a large number of folders (> 300).I am not sure which folders are being left out.I have permissions for all the canned responses in all folders, so that is not the issue here.Can someone please look at this and fix this bug? It will save me a lot of manual work if this is fixed.

0
Vasan
Apprentice
3 years ago
Apprentice
dave.uptonApprentice

Freshservice - Logo for Purchase OrderClosed

We’ve started using the PO feature, but noticed the logo defaults to the same one as the agent portal. This can be problematic if you’re using a white on white logo, as the PO doesn’t dispaly properly. It would be great to have an option to customize the logo used for POs.

1
3 years ago
allertknapper
Apprentice
allertknapperApprentice

Notes cannot be exported to powerbiClosed

Notes cannot be exported in the data export. Please make that field available: 

1
allertknapper
Apprentice
3 years ago
Skilled Expert
BrynCYDEFSkilled Expert

Pls add View More View Less link at top and bottom of ticketClosed

When there is a ticket with a very long description field, it would be very useful to have the View More / View Less link showing at both the TOP and the BOTTOM of the ticket. Please put the View More / View Less link at both TOP and BOTTOM of the Description field.Thanks for considering!

0
Skilled Expert
3 years ago
Skilled Expert
BrynCYDEFSkilled Expert

submit idea is brokenClosed

test 2 

0
Skilled Expert
3 years ago
Skilled Expert
BrynCYDEFSkilled Expert

testClosed

test - submit idea throwing error

0
Skilled Expert
3 years ago
auto mate
Apprentice
auto mateApprentice

realtime ticket updates filters appliedClosed

I need when i change the status of a ticket in the table of card view that i the filter i have applied updates the table or card view in real time. This way you dont have to press the update button to get the filter reapplied.

0
auto mate
Apprentice
3 years ago
Apprentice
kristinn.h.sveinssonApprentice

Removing unlicenced agents from other agents and users of FreshDeskClosed

For history and statistic purposes I don’t delete agents that have left the company or move their tickets to other agents .  There for they still exist as an agents and by that they are visible to everyone using FreshDesk which can be confusing and troublesome.  I would like the be able to remove them from the list of agents within the agent settings itself or if the licence is removed they will not be seen by others.

0
Apprentice
3 years ago
Ravia Xu
Apprentice
Ravia XuApprentice

Feature Request: Freshchat Queue Number Display for CustomersClosed

When our customer reaches out to us, but all agents are full in assignment, it will be amazing if we could let our customer know how many people are waiting ahead of them. In short, we want to display the current queue number for our customer. 

0
Ravia Xu
Apprentice
3 years ago
daniboy_yooga
Apprentice
daniboy_yoogaApprentice

Ticket customization between freshchat and freshdeskClosed

Being able to customize ticket creation in freshchat in a more intuitive way, starting from the point that there are operations that do not launch tickets in the conventional way.Bring the attendant who closed the freshchat, and not limit the dependent field to 3 levels  

0
daniboy_yooga
Apprentice
3 years ago
Shikhadangi
Apprentice
ShikhadangiApprentice

englishClosed

As in one favor as a right of learn english 

0
Shikhadangi
Apprentice
3 years ago
Apprentice
parabrahamssonApprentice

Possibility to delete old contactsClosed

In order to stay GDPR-compliant we need to delete contacts that we haven’t been in contact with for some time. Today this is a manual work. It would be nice if we could do one of this:Filter or sort contacts for “last used date/time” (and then delete them manually) Or even better, create an automation that delete old contacts with an date limit that we select.

0
3 years ago
Active Contributor
mike.bActive Contributor

Additional Service Items - Check the Box on ClickClosed

In a service request, I think it would be a better user experience if clicking on an additional item also checked the box for that item. As it is now, when a user clicks on the item it expands for them to fill in the info, but does not check the box to add the item.  This makes it easy for the user to fill everything in and submit the request, but mistakenly not have the item included. I think it would be ideal if clicking anywhere on the service (collapsed) item would check the box in addition to expanding the item.  (It already works this way when adding service items in the Employee Onboarding build kits - it would be nice if the additional service items in a service request could be updated to behave the same way!)  

0
Active Contributor
3 years ago
Apprentice
krtjApprentice

Freshdesk Companies should be able to have duplicate namesClosed

We have more than 7500 companies in our Freshdesk instance. There will be more over time. Working with the API, it’s really frustrating when creating or updating companies, that companies are not allowed to have the same name. This is absurd. Just like there are many people who has the name John Smith, also companies may have the same name. At least in our country.Right now, I’ve got to work around this as the script is running, changing the names of companies that has duplicate names before posting/putting to the API. And its a hassle, and isn’t flawless.This also makes an unnecessary (in reality non-existing) mismatch between our CRM-system and Freshdesk that I have to account for every time I want to check if the names have been changed and thus should be overwritten in Freshdesk.Please, remove the restriction on this! It doesn’t make sense. We of course use other paramenters than name to distinct companies from each other, like their VAT number or unique CRM customer number.

0
Apprentice
3 years ago
Contributor
gwelstedContributor

Projects - create associated tickets from project viewClosed

It would be nice to be able to create tickets from within a project instead of just tasks

0
Contributor
3 years ago
keefe.andrews
Top Contributor ⭐
keefe.andrewsTop Contributor ⭐

Show Requester current count of open tickets on portal (how busy agents are)Closed

My idea is to make it visible to requesters in the fresh service portal what the current open ticket count is. For a small organization that only has 1-2 help desk agents, it would help to generate understanding for why a ticket may be taking awhile to get to if the agents are working through a backlog of 50+ tickets for instance. 

2
jcrostarosa
3 years ago
Contributor
gwelstedContributor

All Assigned view in FSClosed

A view where you can see everything assigned to you in the system. e.g. Tickets, Changes, Problems, Project Tasks, etc. this would help deliver a clearer view of your entire workload.

0
Contributor
3 years ago
Contributor
gwelstedContributor

Contracts - Ability to change contract typeClosed

Having the ability to change the contract type would be great. maybe it got entered wrong, maybe you migrated an existing contract from a maintenance contract to a subscription..

0
Contributor
3 years ago
bosmanez
Apprentice
bosmanezApprentice

Feature Request: Allow setting custom customer field in an automationClosed

I have two backoffice systems and I’m trying to create a links that show up in the ticket page like these:https://mybackoffice.com/Customers/Lookup?email=XXXIf I only have one link I can use the “External Link” plugin - but I had two. My idea was to add a custom customer field called “Backoffice” and through automation set this field to https://mybackoffice.com/Customers/Lookup?email={{requester.email}}. But there’s no way to set custom field as action in automations. Feels like that could be a very good feature to add! 🙏 

0
bosmanez
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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