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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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Contributor
sgortContributor

Requester Filtering in Admin ConsoleClosed

I hope this isn't a duplicate post but i tried searching for something like this in hopes to be added. I'm sure others and myself would benefit being able to filter how requesters are displayed in the admin console for management and administration Examples: Filter by locations/sites Search Box Filter by custom fields Filter by email domain ect.. Currently it's very tedious to sift through people using A - Z

2
Contributor
6 years ago
Contributor
jamespContributor

Drill down on Solution View Stats to see who left the feedback.Closed

It would be helpful if you could drill down on the individual totals for Helpful, Not Helpful,  to see who left that feedback, drill down on Views or Inserted in Tickets to see which users took that action. In this way I can look at which users didn't find an article helpful more closely by clicking through directly from the solution article listing screen. <If this was already requested I could bit find it, I am happy for this to be merged with an existing thread if one does exist>

1
Contributor
6 years ago
Apprentice
wdanforthApprentice

Allow toggle for showing "Request for someone else" in Service RequestsClosed

Top o' the day,If there isn't a way to do it, it would be really nice to be able to toggle whether or not "Request for someone else" checkbox is shown for Service Requests.I am running in to a problem where people (even my teammates) are checking this and entering email addresses that don't match the users and they are getting an email to create a new account.  This is causing confusion with the users.  (Imagina that, eh?)  No matter how many times I explain how the tickets should be created, it isn't helping.  (I know, silly me for thinking people listen to me or read my emails)I'm sorry if a way already exists to do this.  If so, can someone point me in the direction?Many thanks in advance,Bill Danforth

2
Apprentice
6 years ago
Contributor
johannes.dohmenContributor

workflow automator usageClosed

we would like to see a feature to report thus ways in the workflows which are used rarely or never.benefit: regular cleaning up and streamlining of the rules

1
Contributor
6 years ago
Contributor
jerry.leeContributor

full integration with Okta for provisioning AND deprovisioningClosed

Please include functionality to  support automatic provisioning AND deprovisioning of users by our identify provider, Okta.Automtatic provisioning works well.  However, there is no automatic  deprovisioning available.

1
Contributor
6 years ago
Apprentice
ssnyderApprentice

Default to (Me) for Timecard Entry for ProjectsClosed

It would save my team time if the timecard entry for Projects would default to (Me) -- the logged in user. Pretty straightforward.

1
Apprentice
6 years ago
Apprentice
prestonsApprentice

View the statues of changes associated with a projectClosed

Could you add a way to view the status of changes that you associate with a project? Currently, you can only see a list of the associated changes with no information on the current status.

1
Apprentice
6 years ago
Contributor
stefan.letkoContributor

Manage Service Catalog Visibility by Agent GroupsClosed

Hi there, Currently we can only manage Service Catalog visibility by requester groups. That is great but limited for mid and large sized organisations with more complex IT Service organisation.  It happens often that agents creates Service Items as well. However currently all agents have access to all Service Catalog Items. It would be nice to manage granular access by agent groups to Service Catalogs as well.What do you think ?Regards, Stefan

2
Contributor
6 years ago
Contributor
mags.mchardyContributor

Can you export or backup knowledge base solutions?Closed

Is it possible to export the knowledge base solutions? We are keen to populate the knowledge base but then we would be vulnerable if we can't keep a backup of the information.

5
6 years ago
Apprentice
jjohnson_19559Apprentice

Package Shipment TrackingClosed

It would be nice to have a way to define packages being shipped to end-users and update the support tech when the tracking info shows the package has arrived. For instance, if I attach a UPS or FedEx tracking number, it will provide tracking updates as the package is updated by the carrier as a private note on the ticket. This will make it easier for large-scale shipment to remote users, like what many of us are facing right now in the wake of the pandemic.

1
Apprentice
6 years ago
Apprentice
jon_12377Apprentice

Quickbooks Online: push billable rate with time entryClosed

Currently the way that this integration works is it pushes a $0 time entry to Quickbooks, requiring a lot of manual labor to prep an invoice before being sent out. It would be nice if each client in FreshService could have their billable rate set, and when Freshservice pushes out the time entry they are ready to converted to an invoice. Most other ticketing systems geared for MSPs can do this.

1
Apprentice
6 years ago
Apprentice
hbehrndtApprentice

Add "insert placeholder" button in portal customisation pagesClosed

It would be a simple solution so we wouldn't have to reference outdated dynamic placeholders lists not related to Freshservice.Something similar to what you already have in the configuring email notifications area:

1
Apprentice
6 years ago
Apprentice
corey.griffinApprentice

Make solutions editor markdown compatibleClosed

I find the solutions editor super clunky and it makes it difficult to format articles properly. It would so much better if the editor supported markdown.  This would help make solutions easily readable without having to fight the editor to make it do what you want. 

3
Apprentice
6 years ago
Apprentice
jack.mccarlieApprentice

Team Huddle NotificationsClosed

My team and I like to use Team Huddle to discuss open tickets. However we are constantly missing team huddle conversations because we are not effectively notified of a new team huddle or a team huddle response. What would be good is either a pop up notification within the UI that grabs our attention better than the standard notification panel in the top right or even a push notification straight to each users desktop.  

4
Apprentice
6 years ago
Apprentice
dhardenApprentice

Section HeadersClosed

In the field types please allow a Section Header field to segment different parts of Incident or SR

2
Apprentice
6 years ago
Apprentice
jkirbyApprentice

Need text notifications when certain clients have issuesClosed

 Hi, we have a handful of clients that need a different service level.We're simply looking for our support reps to get texted when these clients email us with issues.What is the best way to do this with FreshDesk?ThanksJK

0
Apprentice
6 years ago
Contributor
chuck_15113Contributor

Raname the global support channel under "products"Closed

�We have a global support portal and a product for a second one. When looking at filters for product, the global channel is named "none", can we rename this?

1
6 years ago
Apprentice
colin.aitken_20483Apprentice

Add font selection to email editor (in the Automater)Closed

 To avoid emails having inconsistent fonts, I would like to see a font seletection (drop down) when composing an email in the Automater

1
Apprentice
6 years ago
Apprentice
dan.cageApprentice

Add change and problems to mobile apps FreshServiceClosed

Add change and problems to mobile apps FreshService, this is really important to us, allowing us to track changes and problems on the move. Bringing these into the mobile app would improve our productivity 

5
sundararajan.srinivasan
6 years ago
Contributor
richard.tomlinContributor

Dispactcher/Supervise Rules to Add Public/Private NotesClosed

Would be very helpful to be able to add private notes when tickets with certain conditions come in, to provide a prompt or link to solution/website/software that the agent will need to resolve. This can be done with Observer, so why is Supervisor and Dispatcher different?

3
Contributor
6 years ago
Contributor
johannes.dohmenContributor

Feature Enhancements: Bulk ActionClosed

we need to use "add note" in bulk actionsprivate and public note

1
Contributor
6 years ago
Apprentice
jejordanApprentice

Incident ViewClosed

A few items I would like to see and has been suggested by many agents:Allow more than 30 incidents per page.Allow other options for sorting, such as requester, subject, etc.Allow grouping of items, such as Assigned To.Allow table view to allow column sorting.

1
Apprentice
6 years ago
Contributor
jamespContributor

Add a fly-out to display the ticket view filter from within the ticket editing screen.Closed

To change between different ticket view filters you currently always have to go to the Tickets screen first then select the filter you want to use. Could we add a feature to present the list of ticket view filters in a fly-out while still in the single ticket editing screen. Then I can go directly to the next view I wish to use after I save changes to a ticket, speeding things up immensely.I envisage making the bread-crumb dynamic and the list of filters could fly-out when you click on it, something like this for example.P.S. The order of the ticket filters should also be configurable for which there is an existing enhancement request).

1
Contributor
6 years ago
Contributor
james.meadContributor

Assigning tasks to requestorsClosed

It would be great if you could assign tasks to requestors. Bit limiting having to first assign a user agent rights before assigning them tasks. The users i'm speaking of typically wouldn't be resolving tickets, but would be a dependency on an existing ticket in order for it to be completed.  

5
sundararajan.srinivasan
6 years ago
Contributor
emory.sContributor

Improve Inventory Entry Process in Phone AppClosed

The inventory process using the Phone app could be improved to make the process easier:Search box for Location Field - The location field needs a search option so that the user can begin to type in the location and the list shortens based on what is typed. Scrolling through locations can be cumbersome if there are a large number of locations.  Filter Product Field by CI Type - For example, If the user is entering a printer CI Type only show printers in the Product field

1
Contributor
6 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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