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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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Apprentice
william.jeanApprentice

Add Tags Feature to CMDBClosed

We would like the ability to tag assets to be able to create lists of assets with different roles. we are currently doing this with custom fields but this limits the asset to 1 role. Tags would allow an asset to be tagged with multiple roles.

0
Apprentice
6 years ago
Apprentice
gabriel.langloisApprentice

Is it possible to automate a field reset?Closed

I have custom ticket field that I'd like to get reset every new day.Basically there can be tickets that are waiting development and I check them every day to see if anything has come up. When I've checked them I set a status field to something "checked". Now, I'd like that field to get reset at midnight every day so I can re-check the tickets every day.Is it possible to have such an automation?Everyday at x hour -> set field to blank

0
Apprentice
6 years ago
Contributor
jens.hartmannContributor

Freshdesk Features missing in FreshserviceClosed

You have some many nice and useful features in Freshdesk which can really help customers in Freshservice as well like:- Enhanced Bot- Forums- Field Service Management- Omniroute- Proactive outreachDo you have any plans to shift such features to Freshservice?

1
Contributor
6 years ago
Apprentice
anthony.thomasApprentice

Scope to Group: Tags (Feature Request)Closed

Curious if there's been any thought/discussion around restricting or silo'ing visibility of Tags to specific Groups in Freshservice?Currently, when using the Filter section within the ticket list view (or within a ticket itself) you can see every tag available on the portal. Ideally, we would love to be able to scope certain tags to Agent groups so that when the list populates our Agent groups will only see the tags relevant to them. We would still want the ability to apply GLOBAL tags when needed, but this would greatly reduce the amount of scrolling our Agent groups have to do/the number of tags they have to remember by maintaining a lengthy legend elsewhere.

0
Apprentice
6 years ago
Apprentice
dana.feldmanApprentice

Automatically order dropdown items for a ticket fieldClosed

When creating a dropdown field for tickets and adding items to it, there doesn't seem to be any option to automatically order the items (alphabetically).This is very necessary and can save a lot of manual work when a dropdown field contains many items.I hope this will be added as a feature soon.Thanks!

3
6 years ago
Contributor
johannes.dohmenContributor

Workflow Automator: Trigger initiatorClosed

we need to filter the trigger initiator with exclusion, not inclusion"this action can trigger NOT by" insteat of "this action can trigger by"see more in the attachment.

0
Contributor
6 years ago
Contributor
jens.hartmannContributor

Asset Devices useless without "used by"Closed

We have problems to use the asset feature. WE have no local AD and using AzureAD for Device Management and we can't get the mapping between user and device so it is not very useful tho have not the relationship between device and user. The agent doesn't deliver this and also the Intune App doesn't use this field.

0
Contributor
6 years ago
Apprentice
mszulereckiApprentice

default values for fieldsClosed

is it posible to set default values for ticket fields?For example default group, default supporter.Also default date set as today.

13
6 years ago
Contributor
adam.steeperContributor

Webhood/API/Zapier for ReleasesClosed

Looking for more automation between Freshdesk and Freshrelease.We'd like to add a private note (status update) to tickets in Freshdesk when the associated user story in Freshrelease has been assigned to a release that has been released.Is there any sort of way currently to automate these steps or any plans to do so in the future? 

0
Contributor
6 years ago
Apprentice
brunosantosApprentice

Different ticket templates based on GroupClosed

I would like to have different Fields on the ticket template based on the Group.This should work like the dependent fields functionality, but with the parent field being Group.My case here is, I have two groups and they only have access to tickets on their own group. I have a custom dropdown field named "Category" for categorizing the tickets on both Groups, but the items in these dropdown Menus should be different for each group. e.g Group A should only create tickets on categories 1,2 and 3 and group B should only create tickets on categories 4, 5 and 6.Dependent fields don't work on this case because each group would be able to create tickets for categories of the other group, just by choosing the wrong parent category.

3
6 years ago
Apprentice
deepak.murugesanApprentice

Custom Text Fields should have more Text formatter ToolsClosed

In the Ticket Creation on a Customer Portal, the Custom Text Fields which were added, do not have any whatsoever Text Formatting Tools.Is there a Plug in or is there a possibility for us to develop a custom plugin ? Does the Freshdesk interface allow that ?

0
Apprentice
6 years ago
Contributor
johannes.dohmenContributor

Feature Enhancement: Bulk ActionsClosed

we often need to add a public or private note, instead of a public reply

0
Contributor
6 years ago
Apprentice
peter.klettApprentice

Service catalog - allow to edit custom fields after approvalClosed

Within a service request all fields (including custom fields) are locked after the first approval is requested. We use custom fields for the assignment to a cost center and product group. In some cases users request items for different cost centers, so we cannot use a user related field.If the information entered is wrong and the manager receives an approval request he has no possibility to change it. Adding comments makes it confusing when using reports, because the custom field still has the wrong information.There should be a way that custom fields in service items can be changed afterwards. Could be solved by one of the following settings:- additional option when creating the custom fields.- special permission role that allows agents to change custom fields even if an approval has been requested or approved.- option on action "request approval" in workflow automator: "do not lock custom fields".

0
Apprentice
6 years ago
Apprentice
nathan.halcrowApprentice

Roadmap start and end datesClosed

At the moment epics appear under the month they are due to finish. We are keen to see when epics start and finish on the roadmap so people can visually see the amount the team is working on and where there are overlaps

1
6 years ago
Apprentice
nathan.halcrowApprentice

View other items on RoadmapClosed

At the moment we can only view epics on the roadmap. If separate user stories are being fulfilled over different sprints and an extended period of time, it would be good to be able to view these on a roadmap

1
6 years ago
Contributor
s.de.jongContributor

Import and update assets from Airwatch MDMClosed

At the moment we are using Airwatch for managing our Smartphone and Tablets and the FreshProbe for the import of users and assets (from sccm).  Problem is that the FreshProbe cannot connect with Airwatch MDM to import and update the assets in FreshService and there is no integration availeble.  Are there more FreshService users out there who would like to see this working?

15
Contributor
6 years ago
Apprentice
d.knarrenApprentice

Only allow replys from requesterClosed

We would like to only allow the original requester to be able to update the ticket.Addidionaly, would like to completly disable the CC feature. Now we do not send mails to the people in CC by blocking them on our mailserver (which is not ideal)We're having this situation:We mark a ticket as resolved, after 2 days it will automaticly be marked as closed and cant be reopend.When the requester replys to the ticket he gets an email stating he need to create a new ticket.When someone else replys to the ticket (because the requester forwarded it) the sender doesnt recieve anyhting, the closed mail is send to the original requested.I think a solution is to have the condition: Mail from; is not; requester. Or is there another way i can use to achieve this?

0
Apprentice
6 years ago
Contributor
scott_11244Contributor

Use placeholders within solution articlesClosed

It would be great if we could use placeholders within Solution articles. We have a product that is branded differently for different markets. Customers overseas will log in to their own portal branded up, but i want to avoid duplicating all of the solution articles and simply replacing the product name.

4
6 years ago
Apprentice
nquinonesApprentice

Sharing Saved Queries in All Items AreaClosed

Finding that when you save a query you have set up and sharing with others, it only preserves the filters you have applied and not the modifications you have made for the output columns on the list view.

1
6 years ago
Apprentice
shilpa.mathewApprentice

Sorting in test case viewClosed

 It will be good have the option to sort the test case header as shown below:

0
Apprentice
6 years ago
Apprentice
barnesrApprentice

Auditing AssetsClosed

Inventory tracking is pretty much useless if there is not an Asset view or Report on assets with no info or Audit dates more than age X. How am I supposed to know if there may be assets missing? No one is going to manually click through every asset to find this information.

4
Apprentice
6 years ago
Apprentice
nquinonesApprentice

Cloning SprintsClosed

Would be nice if there was a way to copy/clone a sprint when setting up the next sprint for a team so that it could carry over the team member assignments and Availability so that you don't have to start from scratch each time.

0
Apprentice
6 years ago
Apprentice
oliver.martiniApprentice

Microsoft TFS IntegrationClosed

As you did with Jira, it would be great if you could provide integration with Microsoft Team Foundation Server.

15
6 years ago
Contributor
mark.heyworthContributor

Save sort order with ViewClosed

I would like to be able to save the sort order as part of a view. My agents have a customer view that shows the tickets they should be working on (called 'My Work'), and they are supposed to sort them in ascending order by due date and then pick the one off the top of the list.The problem is they keep forgetting to sort the list if they have been using a different view so I would like to be able to set the 'My Work' view to always sort the tickets in the order that they should be working on them. 

4
6 years ago
Apprentice
jhennessyApprentice

Meraki integration to open/close ticketsClosed

Meraki has a full API that would be great if it could be integrated to open and close tickets based on Meraki Hardware status changes.  Currently we can have it send an email or use a webhook when a device goes up or down but would be great if it was possible to have it open a ticket when say something reported being offline for tracking purposes but say if 10 minutes after it reports it went offline that it reports that it is back online it could auto close the ticket.  Many of the alerts from Meraki are off hours when say the service provider for internet goes down for 30 minutes.  Since this is after business hours I would not want this to send a critical alert as most times it self corrects within an hour.  So if it could close the ticket automatically when it comes back it would be easy to have a workflow rule that states 2 hours before business hours if the ticket is still open then to escalate as critical.  If it did close it then gives up the logged ticket data to report on for how often and patterns to help with business decisions.   

1
Apprentice
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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