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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
eric.sabeanContributor

Read Only Text LabelsClosed

When building forms in the Service Catalog, I'd like to have the ability to add a read only label. This will allow me to break up my fields into sections. As an example, I'm modifying the onboarding form. I'd like to break it up into sections like Hardware Requirements, Telecom Requirements, etc. 

15
sundararajan.srinivasan
6 years ago
Skilled Expert
martin.jSkilled Expert

Open ended (Ongoing) contractsClosed

We have several ongoing contracts (month by month) that we would like to add into Freshservice. Is there an ability to add No End Dat / Open ended contracts?

0
Skilled Expert
6 years ago
Contributor
gwelstedContributor

Public Viewable DashboardClosed

I would like to be able to configure a publicly viewable dashboard, one that we can put up on a TV for a heads up on common metrics. It would need to refresh automatically preferable realtime but timer based would be fine.

1
Contributor
6 years ago
Apprentice
tonyjApprentice

auto suggest feature in new ticket form should use AJAX for resultsClosed

As it stands now, the auto suggestions from the solutions do not show up until the customer has moved off of the subject field. I'd like the feature to work like this new topic form does, where suggestions appear as the customer is typing.

1
6 years ago
Apprentice
leo.whiteApprentice

Ticket closure rule for CategoryClosed

We use Categorization to generate weekly helpdesk reports and keep track of what type of tickets are coming in.  Currently there is no way to force an agent to set a category before closure.  This would be a really nice to have.

1
Apprentice
6 years ago
Apprentice
leo.whiteApprentice

Edit Category from Table viewClosed

It would be nice to be able to quickly update Category just like we can update Status and Assigned.  I have used this feature in other helpdesk products.

0
Apprentice
6 years ago
Apprentice
s.rahmanApprentice

Remove Employee email on the Employee onboardingClosed

Is it possible to customise the Employee On-Boarding form?For example being able to remove the so called "Mandatory" field boxes such as needing the "Employee Email Address". While I can see this can be handy, it would be nice if there was the option to have this or not.Most companies won't need this since when he hire the new employee we will have all their required information so there is no need to get them involved.

8
6 years ago
Apprentice
derik.sarverApprentice

Options for submitting ticketsClosed

What's the possibility creating tickets via SMS? I.e. sending a text message to a designated number to generate a ticket.

0
Apprentice
6 years ago
Apprentice
simon.martinApprentice

Sort Tickets by Alphabetical OrderClosed

Could we have a filter to sort tickets by alphabetical order? This will help us to merge some of the same tickets we get from our monitoring system.

0
Apprentice
6 years ago
Apprentice
lachlan.bunterApprentice

Flow Connector EnhancementsClosed

I would be great to have more flow connectors for FreshServiceLikeAnnouncement Connector for syncing announcements to other productsCalendar Connector. i know there is a 365 calendar integration but it would be helpful to have a flow connector there for linking a calendar that isn't google or 365 but is flow compatible.Report Connector. Would be nice to have a connector that could sync report data like total ticket count or total open tickets so our main site in sharepoint.Sure there are others i haven't thought of.

0
Apprentice
6 years ago
Contributor
ttubbsContributor

Round Robin / Auto Assignment Status Alerts and NotificationsClosed

We recently implemented the round robin / auto assignment of tickets for our agents. They're still getting used to this and can forget to enable/disable auto-assignment at the start/end of their shift.This is important at the end of their shift. If the agent forgets to disable auto assign at the end of their shift, they will continue to receive tickets even though they're no longer available.It would be great for managers to receive alerts / emails if an agent has had auto-assigned enabled for X hours (configurable per group and/or agent). This would allow the manager to go in and manually disable auto-assign if needed.(Maybe an overall workforce management system would better resolve this issue but that's likely a different request. This would be more of a stop-gap measure.) 

1
6 years ago
Apprentice
tgrazianoApprentice

See the last date/time a ticket was updated in list viewClosed

The list of tickets show when they were created. They do not show last date/time updated. They should. You shoul dbe able to sort by this too.

4
6 years ago
Apprentice
matt.parryApprentice

Tabbed ViewClosed

Any plans to add a tabbed view?  It would be very handy to group tickets into buckets.Example:

0
Apprentice
6 years ago
Apprentice
ryan.elliottApprentice

Ability to be able to stop users from requesting on behalf from the chat botClosed

We would like to be able to remove the option for users to request service catalog items on behalf of other users. We can do this in the standard view, but have been told by freshservice support that this cannot be done when using the chatbot. 

0
Apprentice
6 years ago
Contributor
ansContributor

Saved Asset filterClosed

It would be very helpful to be able to change the order of the saved Asset filters as we have asked for the saved Ticket filters.  At least with the ticket filters, I can bookmark them, but that isn't possible for the Asset filters.

0
Contributor
6 years ago
Apprentice
jacco.walbeekApprentice

Ability to apply custom filters on scorecards / bar chartsClosed

Dear freshservice.We just started to work with your tooling, but we find that some relatively straightforward things are missing.The dashboard functionality is relatively limited. While I can create a widget showing "open and pending tickets", there is no ability to create one what will also show tickets with our custom-status: "on-hold"The "show all unresolved" option works for these statuses, but I want to limit these for my group or for me personally.Could you please add a filter-option to the widget list? So we can define ourselves what statuses or other objects we find important?Best regards, Jacco

2
Apprentice
6 years ago
Contributor
leigh.websterContributor

Score Card to show unassigned tasksClosed

The current task scorecard is very limited as it can only show your tasks.We would like the ability to have the following two new views:My groups unassigned tasksAll unassigned tasks

1
Apprentice
6 years ago
Apprentice
shilpa.mathewApprentice

Link Test Case "section" & Test Plans to SubProjectsClosed

We use sub-project and would like to have a way to link the test plan &  test case "sections" to the related sub project.Right now all the sections & plans get listed in a single view and there is no way to identify which plan belongs to which sub project.

1
6 years ago
Apprentice
ryan.wilkinsApprentice

It would be helpful to run a report on Solution growthClosed

I would like to run a report on Solutions so that I could track how successfully we are growing our solutions.I would like to see what solutions were created/last edited/deleted, by whom, and when.This would allow me to track monthly growth of solutions.

1
Apprentice
6 years ago
Contributor
swhitcherContributor

When agent creating new ticket, show open tickets from same requestorClosed

When an agent is creating a new ticket, it would be helpful if as soon as a requestor was entered FreshService would present a list of existing open and/or recent tickets from the same requestor.  Then our agent could see at a glance if this person already has a ticket open for the same issue and add to the existing ticket rather than continuing to create a new one.  Take that a step further, and when the agent enters the ticket subject, freshservice could show a list of other tickets and problems with a similar subject, in case another user has already put in a ticket for the same issue.  Then the agent could click to view that other ticket and review any notes on it, or link the new ticket to an existing problem.  

1
Contributor
6 years ago
Contributor
nscheetzContributor

Make Change Calendar PublicClosed

A Previous Topic was created 5 years ago, but I feel this is an important feature.Having Management and such be able to see the public change calendar would be great without having licenses. Thanks. 

1
Contributor
6 years ago
Apprentice
dustinwynnApprentice

Muti-Requester Service RequestsClosed

We need to be able to have more than one requester per service request. This has been our main complaint about Fresh Service and I would like to come up with a solution for our company.  What is happening is an office manager will ask the office admin to submit an Agent On-Boarding request for an example. The office manager cant see the progress of this request because the office admin submitted it. This has become a problem and I need to find some kind of solution.

0
Apprentice
6 years ago
Apprentice
richardApprentice

Ability to rename SolutionsClosed

The Name Solutions is not always suitable. For example, I'd like mine called FAQs, on the main menu at the top. We've tested with customers and a significant % don't click on Solutions because they don't think it is relevant.

28
6 years ago
Contributor
support1Contributor

Ticket subject bold on different statusClosed

When the status is open the font of the ticket subject id bold in the main tickets windowWe need it to be bold also when the status is "Agent reassigned" and when "Customer responded"But currently, there is no optionCan you make it work?

0
Contributor
6 years ago
Apprentice
peter.klett_20156Apprentice

Approver overview for approved and rejected service requestsClosed

It is difficult for approvers to keep track of approved and rejected service requests. For example, if service requests are submitted twice.It would be helpful to add filter functionality to the "Pending Approvals" on the end user portal to show service requests that have been approved / rejected already.

0
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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