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
Apprentice
malikmuzammal256Apprentice

How to Onboarding in Freshteam?Closed

Onboarding is not just about providing the welcome kit to the new employee. It is like setting a stage to the employee’s career in your company. It is about providing a welcoming experience, without the intervention of paperwork. It is important that HRs don’t run helter-skelter with paperwork for the new hire. That’s where Freshteam comes in. 

0
Apprentice
6 years ago
Apprentice
stephen.hallApprentice

How do I track what words triggers an automationClosed

HiIs there any way to report on what words or set of words trigger an automation process, so we can learn how best to modify the trigger word settings?Stephen

1
hemanth.ramya
6 years ago
Apprentice
tbonsirvenApprentice

Change status if reply by agentClosed

Hello,I want to change the status of the ticket when an agent writes a message with the character "?" inside the message.  Here is what I have ( resum ): When Ticket is updated from When an action performed by Agent Gestion support OR Pilotage support OR Support dev When public Note is Added If Last interaction is any of? Set Status as Waiting for customer feedbackT

1
hemanth.ramya
6 years ago
Skilled Expert
tyler.brandtSkilled Expert

Requester Group DefinitionsClosed

Hello,It would be great if we could define requester groups by "does not include" instead of just "includes" like with many other things in FS.For example, I need to create a group for a specific job title, and another group for everyone that does not have that title. Currently in order to do this I have to create a group that includes every other job title in the org which is something like 300 items.

0
Skilled Expert
6 years ago
Apprentice
marco.jimenezApprentice

Pre-populating tasks for Service RequestsClosed

I was wondering if there was any way to attach a certain list of predetermined tasks to certain service requests. I would like to add tasks for agents to complete that are assigned to on-boarding service requests when they come in. For example, deploy laptop, setup phone, setup desk, etc.

3
Apprentice
6 years ago
Skilled Expert
athomasSkilled Expert

Merging tickets propertiesClosed

Possibility for my merged tickets to take on the properties of the primary ticket. Once we merge them, currently, the properties/categories do not get set and the ticket is no longer open, although those properties should be required fields to close the ticket. I have to build a filter to go back and set those properties in the merged tickets later if my agents don't set them before they merge them. We basically have to do double the work for two tickets that should be one. 

1
6 years ago
Skilled Expert
athomasSkilled Expert

ticket field - dependent fieldClosed

We are having an issue with the ticket field - dependent field. We have quite a few Level 1 dropdown choices. Level 2 always populates at the top. I would like to suggest or would it be possible to have Level 2 choices populate directly to the right of the Level 1 choice that it's associated with.For example. If we have 100 Level 1 options, so to add a new choice, we need to scroll all the way to the bottom. But, then when we add the Level 2 options associated with the new Level 1 option, we need to scroll all the way back to the top. It's a lot of unnecessary scrolling.

1
6 years ago
Apprentice
aakashApprentice

Exporting AttachmentsClosed

Hi All,Wondering if there is a way for me to download all attachments from multiple tickets raised from the same email ID?Let's say xyz@gmail.com sends me an email everyday with a attachment - is there a way I can download all the attachments of all the tickets raised by xyz@gmail.com in a single attempt?

2
6 years ago
Contributor
patmContributor

"Add people to conversation" action missing from Agent portalClosed

The "Add people to conversation" action is available to Contacts but not to Agents. As a result, we have to temporarily change the submitter of the ticket to a fake user, login as that user, add the additional people, and then change the submitter back to the original. This is error-prone and wastes a lot of time. Please add this capability to the Agent portal as soon as possible as it often happens that we need to add additional CCs to a ticket after it has been created. 

1
6 years ago
Apprentice
wesleydiaso34Apprentice

Change URL of my KBClosed

Hello Freshdesk team!I read that for change the URL for my KB.I've hope you can help me.Tks!!!Wesley

1
6 years ago
Contributor
merel.brokContributor

Accordeon view to fold and unfold ticket repliesClosed

It would be very useful to be able to fold and unfold replies within a ticket. This helps to keep a good overview.Unfortunately, it's not always straight back and forth between us and the customer within a ticket. We are a b2b service and often a contact sends us e-mails with an e-mail history between colleagues. This means we have to scroll through a very very long ticket to go back to the right information we need.For this, it would be very helpful if we could fold a reply to just see the top bar, but not the body of the reply.Even better would be if we could set up what we would see when opening a ticket.Like always unfold notes, the initial e-mail, and the newest e-mail, but fold the other replies. It would look like this: (This is a photoshopped view, I have removed all personal information for privacy)

1
6 years ago
Apprentice
olaf.kokApprentice

How edit a customer replyClosed

 Does anyone know how you can edit a reply of a client, i want to remove the unnessesary content in the reply html

1
6 years ago
Apprentice
kafai1725Apprentice

The attached picture cannot be seenClosed

The system has been used for more than 2 years, and it happened today, so the new notes cannot see the pictures sent by the user (but the attachment method is OK), does anyone know what is the problem?Thanks.

1
6 years ago
Contributor
v.dieltiensContributor

Print ticket leads to a notfound errorClosed

Hi,When viewing a ticket, we can't print it anymore (using "3 dots" button and "print").When I click on "print" button, the page is redirected to something like :****.freshdesk.com/a/tickets/169/print and then redirected again to ****.freshdesk.com/a/notfound.It seems to happend with all tickets.Thank you,Vincent

15
6 years ago
Contributor
jens.hartmannContributor

MSP mode - delayed featuresClosed

We see that the MSP mode has currently no chatbot and other features which are enabled on the Servicedesk mode. Are there any plans to bring the MSP mode in "sync"?

1
6 years ago
Apprentice
p.spannagelApprentice

Automatically remove old conversation contentClosed

When answering a ticket there is a very useful feature: it is possible to remove the old conversation content from the answer with just one click:Is it possible to always remove the old content?This would be very useful. It would make long conversations easier to understand for the Agent and save a lot of time.

2
6 years ago
Apprentice
kzakiApprentice

Integration with DamewareClosed

It would be very helpful if there was an integration with Dameware to provide instant remote support.

5
6 years ago
Apprentice
fabriceApprentice

need a logo in my signatureClosed

How may I add my compagny logo in my signature?Am I wrong?  I did not see this possibility.tks.Fabrice

23
6 years ago
Apprentice
samspicerApprentice

Service Catalog - SubscriptionsClosed

On the service catalog, it would be great if against price we could state if thats a one off price, or a subscription cost and how often that charge will be made.

1
Apprentice
6 years ago
Apprentice
malikmuzammal256Apprentice

available in Freshservice?Closed

When will this be available in Freshservice? 

0
Apprentice
6 years ago
Contributor
nverginContributor

Asset Managment - Give Administrators Real ControlClosed

I have been growing increasingly frustrated with the Asset Management capabilities of FreshService.  The biggest frustration so far is that even as an account administrator I am not allowed to make certain changes to products, assets and asset types.We are using the FreshService Agent to discover our client computer systems and so far that is working well for the most part.  However, there are inconsistencies in how assets are being automatically assigned an asset type...  for example, Surface 3 and Surface Pro 3 are assigned the asset type of "Laptop" but the Surface Pro 2 is assigned the asset type of "Computer."Not a huge problem, I'll just go in and update the Surface Pro 2 product so that it is considered a laptop.  Except I am prevented from doing so because it's locked from editing.   Forget the fact that I would actually like to edit all of the Surface Products so that they are listed as "Tablets" rather than laptops or computers. What's worse is that for our Agents, this means there is little logical order in finding assets.  If they were entering assets manually and wanted to add a Surface Pro 2, they would not fine it listed with the Surface 3 and Surface Pro 3 under the Laptop category.  They would instead need to look within "Computer" to find it.  This is a mess and in no way intuitive. Please give Administrators (and Asset Management Agents) the ability to make these common sense changes so that assets and products can be logically organized and accessed. As it stands, it seems the only way around this would require lots of additional/unnecessary work...  I believe I would have to go into my custom Tablet asset type and create a new products for each type of Surface and then manually reassign the discovered assets to them.  Once all assets were reassigned I could delete out the wrongly categorized products.   But then I have no idea if future Surface assets that get discovered through the Agent would see the new custom "Surface Pro 2" product under Tablet and respect that or if it would again generate a new product type within the more generalized "Computer" asset type like it originally had. Similar issues are found when dealing with the asset type hierarchy itself (and I have commented about this on another customer's ticket.)  The inability to delete or hide stock asset types even though we'll never use them it's frustrating.  Asset types not being contained inside of logical containers and no ability to move or delete them is frustrating.  For example, it makes more sense to have Router, Switch, Access Point and Firewall asset types contained within Network rather than left randomly placed within the greater "Hardware" category.  As it stands, even if I created a new "Network Hardware" asset category, I would be unable to move the existing asset types to it because they are default asset types and you cannot move them.  (or delete or hide them)I have been trying to figure out if there are good reasons that we are restricted like this, but I have been unable to figure it out.  Please either explain the logic for preventing these types of changes or work to remove these limitations allowing Administrators to adapt the system to their unique use cases.Thanks!  - Nathan

6
Contributor
6 years ago
Skilled Expert
athomasSkilled Expert

Ticket Responses from a forward notificationClosed

Possibility to show a notification on the ticket list view when a new response comes in from someone you forwarded the ticket to. Currently, it only shows when the customer responds. We often have to forward a ticket to someone else for approval, both internally in another department or to one of our clients. However, when they reply, no notification or alert shows up in the ticket list view as we wait for a response. We have to constantly keep checking the ticket to see if anyone responded unless it's the customer on the ticket. Or, if we put on a watch, we can receive an email. But, that's too much back and forth. A simple "response received" (or something similar) in the State would be quite helpful. 

1
6 years ago
Apprentice
luciaApprentice

How to become an AdminClosed

Hello, How to I register myself as the admin, I'm need a copy of our invoices. I'm new to our company and nobody knows who this was done prior to my joining the company. 

1
6 years ago
Apprentice
noahjmarshall.1234Apprentice

Freshping & Freshstatus IntergrationClosed

It seems weird to me how you can have an arguably nicer looking status page; with paid monitoring, but the same company offering free monitoring.I'd like to them put into 1 service or at least an integration in the future.

19
6 years ago
Apprentice
shaun.mcdonaldApprentice

Remove Slack message when assigned to another group quicklyClosed

With the slack integration setup to auto assign tickets to groups, e.g. group_a -> slack_channel_a, and group_b -> slack_channel_bAssign ticket to group_a meand a message is added to slack_channel_aThen quickly (within 30 minutes) assign the ticket to group_b, which means that the slack_channel_a still has mention of the ticket, due to user error.Where the group reassignment to another group is fairly quick (e.g. within 30-60 minutes), it would be useful for the slack message about the ticket being assigned to the group to be deleted instead of being left cluttering up the channel highlighting the user error. This would help to reduce the clutter in the channel.

1
hemanth.ramya
6 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