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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

Back to top of the list
zachary.king
Top Contributor ⭐
zachary.kingTop Contributor ⭐

Add Ticket URL to Forwarded Ticket in FreshserviceClosed

I am pretty sure this functionality doesn’t exist in Freshservice but does in Freshdesk. Can we please get the ability to create a “Forward” email template in Freshservice!? I would really like the ability to append the Ticket URL by default to all forwards our of our freshservice instance.Thank you :)Does anyone have a workaround outside of just having the agent copy and pasting the URL at the time of sending the forward?

0
zachary.king
Top Contributor ⭐
4 years ago
petsch
Apprentice
petschApprentice

Workflow for time entries webhooksClosed

The workflow automator currently allows you to trigger a workflow when a time entry is added or updated. 2 ideas related to this:Make fields from the time entries available in subsequent actions, e.g. emails and webhooks. Create a trigger for when a time entry is deleted.

0
petsch
Apprentice
4 years ago
Rafdel
Apprentice
RafdelApprentice

Business Rules for ReleasesFuture Consideration

Can we business rules for Releases and Problems? Within form manager it appears to suggest its available but only for some of the practices. 

0
Rafdel
Apprentice
4 years ago
Apprentice
derekApprentice

Add tags to companysClosed

I would like the ability to add a tag to a company.  We would like to be able to tag a Company so we could set up customer SLA's based on the tags.

8
Blair
4 years ago
MadhuriT
Apprentice
MadhuriTApprentice

Re: Fields in Canned FormsClosed

Hi,I am trying to create canned forms in relation to my work. I was able to create only 20 fields and not more than that in one form. Can you allow more fields. 

0
MadhuriT
Apprentice
4 years ago
Apprentice
ckousApprentice

Bulk update improvementsClosed

Hi!A suggestion. It would be nice if you could bulk update the due dates of multiple tasks at once as well as their tags.Thanks,Val

10
Contributor
4 years ago
Contributor
suzanne.addisonContributor

We need the ability to turn on/off auto-assign in the mobile appClosed

As our technicians are constantly on the go, it would be ideal if we could turn on/off auto-assign from within the mobile app so that if they are leaving for vacation but forgot to turn off the auto-assign tickets don't get assigned to them overnight until someone notices it during business hours on their first day out.   Also would be helpful for OOO sick days that are unexpected, etc...

1
Contributor
4 years ago
Contributor
cfrankContributor

Customer Satisfaction Report - FilteringClosed

An input to my Management Reviews for services is customer satisfaction.If I could filter the CUSTOMER SATISFACTION report in FreshService to filter on Category, that would meet that requirement.

3
Nick.yee
4 years ago
Apprentice
TcollinsApprentice

Customer satisfaction rating that doesn't relate to an agents performanceClosed

It would be great if we had the ability as an admin to decide if say a negative rating given by the end user is actually a reflection of the agents performance (eg mark the rating is irrelevant so it doesn't get reflected against an agents score) 

0
Apprentice
4 years ago
Apprentice
shanewApprentice

Allow Retina/HiDPI logo on all paid plansClosed

Please look at adding support for Retina/HiDPI branding elements on the base paid plans. Having a max 50x50px image is a curious throwback.

0
Apprentice
4 years ago
sleclerc
Apprentice
sleclercApprentice

Custom Theme applied in mobile appClosed

We use the Frio theme from BreezyThemes to style our solution articles.  But when we view the articles in the mobile app, they do not include the styles from the Frio theme and they do not render as we designed them.  It would be wonderful if the theme were able to be applied to solution articles in the mobile app.Without this feature we cannot deploy the mobile app to a larger population in our company.

0
sleclerc
Apprentice
4 years ago
bryanpds
Apprentice
bryanpdsApprentice

Email Widget Only If Records FoundClosed

I love being able to schedule widgets to be emailed to me, but if no tickets are found (the number is 0) I’d like to not receive an email at all.

0
bryanpds
Apprentice
4 years ago
Apprentice
danielleApprentice

Migrating from Kayako to FreshdeskClosed

We're currently trialing Freshdesk and are ready to take the plunge, except we really want to be able to import our old tickets from Kayako since we often look at a customer's ticket history.  Is there a simple way to do this?

4
4 years ago
Apprentice
VurkApprentice

Associate a Service Request with an AssetClosed

From the Associate Menu, on an asset record, it would be helpful to have Service Request as an option.   Since service requests can be more structured, you can use those for asset state changes with automation and it will immediately associate the asset with a SR when the SR is raised, instead of making it a secondary step, which would eliminate technician error. 

0
Apprentice
4 years ago
David.Hess
Contributor
David.HessContributor

Admins with true admin accessClosed

Current setup is geared towards a reactive setup vs proactive.  Admins should have full access to,All personal agents canned responses All personal scenarios agents have createdThe second one is much more valuable. 

1
David.Hess
Contributor
4 years ago
Apprentice
VurkApprentice

FreshService Service Request Asset Custom FieldsClosed

2 Things.When selecting an Asset from a drop down within a ticket Custom Field, it enters in the “id” of the asset and not the “display_id” on the backend.  Since you cannot get the Asset from the “id” via API, only the display_id, I would suggest changing this, or updating the API to reflect the capability.  The capability seems to be there, since the entry in the asset record is below, and it properly reflects the correct “Asset Name” in the ticket.  See Below:{    "requested_items": [        {            "custom_fields": {                "asset_id": 100000894436 Second, when selecting an Asset from a drop down within a ticket Custom Field, it would be nice to have one of the conditions to be “asset state” so that only “In Stock” assets could be selected, or “In Use”, etc.

0
Apprentice
4 years ago
Apprentice
KunjalApprentice

Type as a filterClosed

We are using the Freshdesk as our support portal and have some queries regarding the filters available from the customer end.Our customers have requested that they should be able to filter out the tickets according to ‘Feature requests’ and ‘Support cases’ on their end.We have reviewed the configuration and were planning to add a ‘feature request’ type field in the ticket details. The type field will be displayed to the customers while creating a new ticket and they would be able to select whether the ticket is a feature request or a support case.No filter available at the customer's end to filter out these ‘feature request’ tickets separately when they view all their tickets.Could you please confirm if there is any other better way to achieve this requirement? Can you consider this a enhancement request to add type filter on support portal?

0
Apprentice
4 years ago
Apprentice
rnigroApprentice

Segment CSAT Completion Email Notifications from Agent / Requester Replies to TicketClosed

Hi,Today, any time an end-user completes a CSAT survey, it triggers the Agent Notification / Requester Replies to Ticket notification.  And the customer comment.body is empty, so it's hard to understand what's happening at a glance.Could you separate CSAT survey responses in to a separate Email Notification category so we could customize how they email (or don't email out) to agents?Thank you!Ryan

3
4 years ago
vijayhv
Apprentice
vijayhvApprentice

ON CLICK ANALYTICSClosed

Video RecordingHello team, The request is to add a new drill down feature on the Analytics section based on the clicks which we make on the UI. Today we need to change the filter to get the underlying data for the exact date and this is time consuming.  However if we can make this data available based on the drill down clicks it would save a lot time and make the analysis much easier. I have seen and used this feature on another tool which help speed up the analysis faster. The video recording for the same is attached. Please let me know if the video is not accessible.

0
vijayhv
Apprentice
4 years ago
Apprentice
sonicApprentice

Dark Mode/ThemeClosed

Do you know how much of an eye sore it is to work on a bright screen at night?  With the monitor's display set to it's lowest brightness setting,  one has to squint just to perform basic functions.Please enable DARK MODE!

4
rashmi.nag
4 years ago
Apprentice
sam.spenceApprentice

Dark modeClosed

We have dark mode on windows, outlook now.Can we get dark mode on fresh service? I'm sure there's a demand out there if we keep this topic alive, long enough.For agents preferable as we're the ones who have to stare at these screens all day, plus it should improve battery life for laptop users.Sam

32
rashmi.nag
4 years ago
Apprentice
ben.schmidtApprentice

Agent portal dark themeClosed

The default theme is far too bright. There needs to be more customization on colors for the agent portal. The support portal has many options for colors. Add those same buttons to the agent portal customization menu.

9
rashmi.nag
4 years ago
Apprentice
mdunnamApprentice

Dark Widget ThemeClosed

There should be a dark widget theme. I cannot get CSS to override it either. https://xmdsource.com/support/

2
rashmi.nag
4 years ago
Skilled Expert
maxlehot1234Skilled Expert

More informations for computersClosed

Hi,Is it possible to implement these things for assets (mainly for computers) ?:Graphic Card name (we can have the driver version in software, but not graphic card details, which is weird) BitLocker key (Its weird to have to use another platform for this espcially when you already sync AD+usernames+computers, so I think you can get this information) Custom field to get custom value from specifi registry key. ex: Get Teamviewer ID from specific Registry key.  In our business we use teamviewer installed on each computer to login remotly, but sometimes the ID is not the same and we can’t connect. Why not implement this, since you already scan the computers. Allow us to search by sotware directly from the software assets page Add more possible fields in the asset page (computer model, ram, processor, etc for example so we can see it instead of clicking on the asset name to see it)I think you get it ;)You will need to implement more things to make agent life easier when its time to check for an asset or get improtant details really fast when we troubleshoot with a user on the phone.​​​​​​​Thank you and have a nice day, 

0
Skilled Expert
4 years ago
Skilled Expert
maxlehot1234Skilled Expert

Add category "is not" inside workflowClosed

Hi,Is it possible to implement the ‘”is not’ for category inside workflow?This will allow us to have more control on workflow and conditions related to categories.If its already possible, tell me how, because I only have the “is” option inside my workflow. I doesn’t to use to webrequests+API inside the workflow. Its kinda complex for “no reason”.Why we need to use these complex things inside workflow if you can probably implement new things that are in place for all others types of conditions?Thank you so much for all your time and have a day everyone,

0
Skilled Expert
4 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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