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

8947 Ideas

Back to top of the list
lukeizcool
Apprentice
lukeizcoolApprentice

Integration with Asset PandaClosed

Please integrate with Asset Panda for the Assets module in Freshservice.

0
lukeizcool
Apprentice
4 years ago
Apprentice
nathan.halcrowApprentice

FreshRelease integration with Microsoft Power BIClosed

We currently use Power BI to provide dashboards across our organisation which pulls through data from various applications that we use including FreshService. We would like to be able to integrate FreshRelease with Power BI as well so that we can reduce the manual reporting

1
Mike.Borst5301
4 years ago
Apprentice
OliHarfordApprentice

Feedback Widget Email ValidationClosed

There is very basic email validation in the feedback widget which leads to end users creating tickets with an invalid email and no way to contact them. Adding a simple API validation to ensure the mailbox is reachable would stop this. Could this validation please be added to the email field on the feedback widget.

0
Apprentice
4 years ago
bkong
Apprentice
bkongApprentice

Sort tickets by language/countryClosed

Please add a feature to sort by Language and/or Country so that I can easily see all tickets for my country at a glance from the among the all the countries tickets mixed and spread.This is a very much requested feature for all regional supporting crews because each crew is interested in their language/country tickets only.It should be an easy task to add this feature and I hope to see this feature added in a few weeks.Best regardsTradingView Supporting Center

0
bkong
Apprentice
4 years ago
Contributor
jessica.schnellContributor

Sorting ticketsClosed

Feature Request: The ability to sort tickets by "response due" or "customer responded". This is something we monitor to make sure we are responding on time to our customers. It would be helpful to sort and report on this. 

15
bkong
Apprentice
4 years ago
Contributor
jryanContributor

Freshservice Enhancement for Service RequestsClosed

I would like to click less and have the ability to exit a Service Request Item(cancel out) or even update/save without being brought back to the main Service Request listing. Sometimes, I’m doing maintenance and need to stay in the same Service Category. It really is a lot to click back into the Service Category and then the next Service Item. If you could make it like the Solutions Articles where it goes back one level and not to the beginning that would be great. ThanksJen

0
Contributor
4 years ago
The_Hound
Apprentice
The_HoundApprentice

Sorting by custom fieldsClosed

Currently sorting is limited to set fields within FreshService We have implemented a lot of custom ticket fields and would like to sort by that.Is there a workaround or could this possibly happen in a future update?

0
The_Hound
Apprentice
4 years ago
Skilled Expert
maghedSkilled Expert

Relationship map improvementsClosed

Hi,It would be very useful if the Relationship Map could get some new features to make it more useful.Filters Enable the user to filter the map to see only specific items/relations so that specific scenarios can be easier to assess and remove possible “clutter”. Ticket indicators Add ticket indicators for all type of associations with the CI/Asset. Currently only Incidents are indicated even though other types of tickets are associated with the CI/Asset. See screenshot.  

0
Skilled Expert
4 years ago
Apprentice
tsmpetersApprentice

Replies to forwarded tickets create contagious private message access.Closed

My organization relies on private notes to hold sensitive information related to tickets in Freshdesk. This is unfortunately problematic when combined with the “forward to external contact” feature, as the private note privilege is not revoke-able, and worse it’s contagious and spreads to any address CC’d in response by the external contractor.  If the external contractor CC’s the original customer, there is no more privacy of the private note, because all CCs are given the same private privilege.I recently conversed with a Freshworks support agent, who suggested I post this as a feature request suggestion here on this forum.  To quote their message:“if you've forwarded a ticket to an external email address and if this external email address has forwarded that email to another set of email addresses. Then, when any external recipients reply to that email, it'll be added as a private note in that ticket, and we don't have a workaround to add this as a public note instead of a private note.”The only thing I can take away from this is don’t use the forwarding feature if you wish to have private notes stay private.  YMMV.MDP

0
Apprentice
4 years ago
Apprentice
mymukApprentice

Differentiation between agent viewing and agent replying.Closed

We have moved to you from HelpScout. One of the very useful things we miss was the ability to very easily see, both in list view and ticket view, if an agent is viewing or replying to a ticket.Idea/request 1. You do not have this in list view, meaning a ticket must be clicked on and opened in order to become aware that someone is looking at it/working on it. Could you add this? Idea/request 2. In ticket view itself, there is no easy way to spot when someone viewing a ticket has started to respond. Could you adopt different colours for these statuses? I would suggest yellow for “being viewed” and red for “being responded to”. Both of these would be very useful for avoiding duplication of effort. 

0
Apprentice
4 years ago
Apprentice
Frank_BApprentice

Freshdesk Email Notifications need additional routing optionsClosed

Freshdesk Email Notifications  need additional routing optionsIf your company has more than one group using freshdesk you need to be able to limit what notifications are being sent to agents. Currently only options are to receive all notifications or none at all. We need options to filter by keyword, group or a full automation rule structure. 

0
Apprentice
4 years ago
Contributor
S.LeykaufContributor

Adding specific Tags in AnalyticsClosed

Hello everyone,we work with analytics and have a bunch of tags given in our desk. Til now you can choose, that the analytics should show the tags, but you can’t choose, which tags you need for this report. It would be great, if you could add the names of the tags you want to incloude in the analytics. 

0
Contributor
4 years ago
Apprentice
infraestruturaApprentice

Enable ticket template on Mobile appClosed

Freshdesk mobile app helps a lot when we are out of computer and we need to reply a ticket, add a note, etc...But when it comes to proactive support, notify incidents for customers, monitored internet link going, etc...it would be really awesome to use ticket templates within mobile app.Those same ticket templates available on web desktop version.It's really annoying having to type a similar text every single time, specially on mobile.So far, i open the ticket system URL via browser with/without desktop mode to send out tickets usings templates.Regards,Rafael da Costa 

2
4 years ago
Contributor
len.smithContributor

Support the ability to bulk Import or Export TagsClosed

This is a pretty basic use case assumption that is surprisingly absent from FreshDesk.  

3
4 years ago
Tanu
Apprentice
TanuApprentice

KbaseClosed

Ability to add custom fields in Kbase Import solution articles Kbase - To have a “cache” of keywords

0
Tanu
Apprentice
4 years ago
FreshWes
Apprentice
FreshWesApprentice

Marketplace App Agent-based RestrictionsClosed

I request that we be able to restrict access to certain marketplace apps so that they are only visible to certain agents or Groups of agents.The use case is some of the apps may have sensitive information or require special knowledge/training to use correctly. It seems that there is no way to do this unless the marketplace app actually has developed an access privilege feature within the application.I think this generally should be a feature that is used especially when you have multiple large groups of agent using the system and have them change on an on-going basis. There is just no way to control misuse of an application and the honor system will never work as a methodology for access control. Least privilege all the way!

0
FreshWes
Apprentice
4 years ago
Apprentice
GW22Apprentice

Jira integration using service accountClosed

Hi,I would like to have the private note that is produced when a Jira issue is changed/updated to be associated with a Service account rather than a real agent so that those looking at the ticket (or getting updates) know that a note was entered by an agent or by the Jira Integration. It also makes searching for an agent activity easier as you would not have to filter through such comments. I was originally told this could be done by using the api key of an occasional agent - which I set up and was working BUT it requires the occasional agent to have an active day pass each & every day which is obviously not what we want.  

0
Apprentice
4 years ago
Jonathan Ramirez
Apprentice
Jonathan RamirezApprentice

Integración de Freshdesk a JiraClosed

Hola Comunidad tengo la siguiente consulta, estamos utilizando Freshdesk para servicio al cliente y Jira que es el quipo de desarrollo. ¿Tenemos un problema de comunicación entre Freshdesk y Jira, ya que hemos realizado la configuración necesaria para escalar un ticket al equipo de desarrollo mediante Jira?Tenemos el problema que no podemos @mencionar al equipo de Jira, y a ellos no se dan cuenta cuando agregamos una NOTA PRIVADA, solicitando información del problema, ellos actualizan la fecha de entrega de un Bug, pero a nosotros no se los actualiza en Freshdesk y no los damos cuenta. De momento realizamos el seguimiento con Teams, algo que nos afecta porque no está bien la integración tenemos que usar canales externos, contactamos con soporte de Freshdesk y nos dieron opciones como usar colaborador, integración con freshconnect y Slack, pero no los parecio lo queremos hacer más facil solo usar los canales de freshdesk y Jira.. espero me puedan ayudar o me ayuden como mejorar la comunicación de freshdesk y Jira  Buen día Saludos 

0
Jonathan Ramirez
Apprentice
4 years ago
Apprentice
jordan.weekesApprentice

Tabular View ImprovementsClosed

Within the new Tabular ticket view, the functionality to:1. Sort by custom headers instead of the defaults 2. Sort by multiple headers (e.g Priorty AND Due by)3. Group tickets by custom field value (e.g Section for Overdue, response required etc. Sorting would follow after grouping).

2
Kaley White
4 years ago
ttarakkay
Apprentice
ttarakkayApprentice

Canned Response DescriptionsClosed

In the Canned Responses, it would be great to have a field where we can interest a description or instructions to our team about when and how to use the response like the picture below. This part is not sent to customers, but only viewable by support staff to get additional context/direction on a specific canned response  

2
Kaley White
4 years ago
DexterP
Apprentice
DexterPApprentice

Add the "Ticket Views" button to all ticketsClosed

Please add the “Ticket Views” button to the tickets :   This would accelerate going to another view.Presently : we have to exit the ticket : resulting in listing all tickets in that view : only to change Views Again !?!!!This is ridiculous.This option would also aleviate your servers !  

0
DexterP
Apprentice
4 years ago
Apprentice
DevinitiApprentice

Freshdesk time 24 hours instead of 12 hours - feature requestClosed

I have queries from customers about seeing 24 hours instead of 12 hours ( it means instead of seeing 1 pm they will see 13:00).In Europe we do not use such Is there any chance that this feature will be added?

1
4 years ago
Myles
Apprentice
MylesApprentice

Ability to see all your SENT emails / ticketsClosed

The ability to see all your sent emails or tickets (similar to the sent emails folder in Gmail/etc). This is a basic and indispensable feature. Namely, sometimes we forget to star/watch a ticket from a customer we're corresponding with, and then if we need to easily refer back to it at a later time, we're left unable to find it again! Being able to go to your sent emails would make life much much easier! I waste a lot of time looking for certain emails that get lost in translation... it's very counterproductive, especially for a support agent (like me). Please please add this feature as soon as possible.

0
Myles
Apprentice
4 years ago
Apprentice
amo368Apprentice

Contracts Default View and StatusClosed

The contracts module is a little lacking and is frustrating to me.I want to be able to submit a contract and just have it default active. We don't need or use any approval process and I cannot just make it active by default. It seems every time I go in and create a contract, sometimes it’s active and sometimes its draft and I’m not sure why. Give me the ability to change the status when creating the contract to begin with.I also want the default view to include the contract amount when looking at all contracts. It’s considered financial management but I cant see the financial aspect of it when looking at all the contracts. Being able to add/remove fields would be essential.

0
Apprentice
4 years ago
Edgar
Apprentice
EdgarApprentice

Remove/increase number of conversations pulled with a Froward/ReplyClosed

Increase the total number of conversations pulled into the chain when you forward or reply to a ticket.As per the current state you can lose context of the issue when you forward the email to another team/party.

0
Edgar
Apprentice
4 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