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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
lachlan.bunterApprentice

Vendor Address BookClosed

Side effect is that vendors should no longer need to show as requesters.

0
Apprentice
6 years ago
Top Contributor ⭐
jmfreshuserTop Contributor ⭐

Arcade opt-out optionClosed

While the Arcade feature is all good fun for most of our agents, there are some individuals who may find it uncomfortable being rated in such a public manner. Also, in certain geographies we will definitely be running into challenges with worker unions/councils about the feature. Requesting a way to opt out individual agents from the Arcade.

0
Top Contributor ⭐
6 years ago
Contributor
brad_13218Contributor

Item Comment, Ordered List and IndentationClosed

This idea is related to an Item and it's Comments section.  When utilizing the Ordered List functionality, there is no way to change the ordered lists indentation and logic to numbering.  For example, I want to change the indentation location of #2 below to the left since it's a primary bullet, not a sub-bullet.Thanks,Brad

1
6 years ago
Contributor
brad_13218Contributor

Custom Fields in All Items page viewClosed

Idea to add custom fields to All Items view.  It was requested with https://support.freshrelease.com/support/discussions/topics/50000000510 and it would be address in the near future.By being able to add a custom field to the view it helps scenarios when you are working with other parties who maintain their own board/backlog and you want to reference their unique identifier to the Freshrelease item.  Thanks,Brad

1
6 years ago
Apprentice
amitronApprentice

How can I (a helpdesk agent ) interact with a ticket that I created as a user?Closed

in my company I am a helpdesk agent in one area, but there are other areas where I am just a regular user (=customer).Since I became an agent, each time that I click on one of the tickets where I am just a customer, i get the ticket view of a helpdesk agent...in the url, I notice that instead of reaching:support/tickets/29617I get redirected to:helpdesk/tickets/29617How do I switch to the "customer" view of the ticket?Thank youAmit

0
Apprentice
6 years ago
Apprentice
pablo.treberApprentice

Add more Requester fields into FiltersClosed

It would be good to have Location, Division and Department as choices under Filter, to create more specific requestor's searches and Dashboards. For example, in our business we are interested to see and compare tickets raised by different locations to find patterns and create improvement plans based on geographical aspects.Thanks.

0
Apprentice
6 years ago
Apprentice
glenn.thomsonApprentice

Better Google Calendar IntegrationClosed

We use Freshservice for our staff to request leave. I'd like to be able to create a task that spans multiple days to show in the Freshservice calendar when they're away.Additionally, using the Workflow Automator, I should be able to have these tasks appear in my integrated Google Calendar (The option to make it appear in the Google Calendar only appears when you manually create a task, not when it's done through the Workflow Automator).

0
Apprentice
6 years ago
Apprentice
matthew.paytonApprentice

Service CatalogClosed

Importing a list of products into the Service Catalog or allowing an import to go into a Drop down box under a dynamic field.Anyone been able to intergrate a SQL database into the Service Catalog at all to allow the users to select a product (Hardware)

1
Apprentice
6 years ago
Apprentice
brownr.82993Apprentice

Ticket Scheduler - Flexible Dates, Add TasksClosed

Hi, It would be great to be able to schedule tickets for non-specific dates. For example, being able to schedule a ticket for the 'first Monday of the month', or the 'third Thursday of the month'. It would also be great if we could add Tasks to scheduled tickets. Thanks, Reuben.

8
Apprentice
6 years ago
Contributor
brad_13218Contributor

Ability to Edit Priority DescriptionsClosed

We would like the ability to edit the Priority "Description" field values.  Priorities like "Urgent" and "High" can be defined differently by different individuals and having a generic description as in "This is the description for Urgent" adds no value.Thanks,Brad

0
Contributor
6 years ago
Contributor
laurence.hendyContributor

Create a Task unrelated to a ticketClosed

It would be useful to be able to create tasks that are not related to tickets i.e. so we can use it to manage day to day tasks, which currently we do in other applications

3
6 years ago
Contributor
brad_13218Contributor

Account Settings and Billing AccountClosed

When signing up for a Pro plan, or any future plan that requires payment, there needs to be functionality to assign a primary owner of the environment along with what user(s) receive invoices.Currently in Freshrelease, there is really no transparency on who created or who is the owner of the environment. From what I can view, the only way someone can tell what user represents the owner of the environment is they cannot edit or delete the user from the Users section. With below Brad Freshour is the owner so when the cursor is placed over the section for the user the icons do not display.Also, there is no way to designate who should receive invoices. With Freshrelease, the functionality is present. For example with below, brad@beginproj.com should not be receiving the invoices and someone else should.Thanks,Brad

0
Contributor
6 years ago
Apprentice
jason.maggiacomoApprentice

Rules for Forum Topic Submissions and VotesClosed

I like the ability to create rules for tickets, but what about rules for the support forums as well.Conditions for these rules could be: When the number of votes are [greater than, less than, equals] a set amount for a topic. When the number of replies on a topic are [greater than, less than, equals] a set amount. When the forum type [is, is not, is one of, etc.] specific type(s). etc. Actions could be: Create a ticket with the user who posted the topic as the reporter (if it was a problem or idea posting). Notify user(s) and/or group(s) of the posting/user who posted the topic, via email notification or as an option to third party interrogations. etc.

2
Contributor
6 years ago
Contributor
steve.gossettContributor

Refreshing KB page adds to analyticsClosed

I have just found that if I go to another browser, navigate to a KB article and hit F5 several times, it actually increments the count of views. That pretty much negates the usefulness of any KB analytics since they can be falsely driven up like this. Is there something I am missing perhaps?

1
Contributor
6 years ago
Contributor
dloewContributor

Supervisor Operators For "Hours Since"Closed

Please add "Hours since status updated" to the Supervisor rulesWe have several custom statuses.  These aren't available in the "Hours since..." group of operators. We would be able to meet our needs for triggers against our custom statuses if we had this operator.Thanks

27
durga.sundaram
6 years ago
Contributor
rodrigo.gonzatoContributor

work breakdown viewClosed

As a Project Manager, I would like a work breakdown view to sprint to better see the dependencies and progress of my product backlog or roadmaps.Something like this:http://prntscr.com/q5omzz

1
Contributor
6 years ago
Contributor
chris_10113Contributor

Don't require SLAClosed

I understand that SLA is useful for many scenarios, but I don't find it useful for mine. The relationships we have with our customers are long running, and to force use to use a SLA whose max time is 1 month leads to a lot of tickets being "overdue" when in fact they are not by our standards. I'd love SLA to be optional.

12
6 years ago
Contributor
brad_13218Contributor

Hide Task FieldsClosed

When using the Kanban only project template ("Manage task lists and use boards to visualize progress") ...can we have the ability to hide Task fields?  For example, the Sprint field is not needed so it would be nice to hide the field.Thanks,Brad

3
6 years ago
Apprentice
ryan.wilkinsApprentice

AD Synch of department currently removes existing departments in FreshServiceClosed

In FreshService we can have multiple departments associated with an individual.This is useful for us so that we can pick up that individual on multiple queries (dashboards, reports).We also have been forced to create a virtual department in FreshService for those individuals who are able to use the OnBoarding feature.So, Fred is a team leader in "Software Engineering" and has the department "OnBoarding", has 2 departments.When AD Synch works, if Fred moves to "Mechanical Engineering" then the Department field in AD overwrites both the FreshService departments.It feels like we either need "Groups" to be more flexible so that we can populate specific individuals, as well as using the current rulesORWe need some additional logic in the AD synch to know which department to replace.  I can only think that each department entry would have to be marked as "synched with AD" so that the synching knew which department entry to replace.

0
Apprentice
6 years ago
Contributor
scott.willettContributor

Additional Ticket Types, or Other Entry TypesClosed

Would be good to have these additional ticket types, or entry types under an "Other" section which may make more sense: - Project - Task - Improvement I currently have these item types in FreshService and it doesn't work well (use tags or a description in the title to differentiate). These particular things have differences from incidents and service requests. Different field requirements, tend to last longer than tickets, different SLA requirements, and different purposes. I think it would be useful to have these for these benefits - Will become more holistic for the management of time for IT staff. Option to use FreshService as a complete task and time management system - Can time track all this in a single system - SLA respect for Incidents and Service Requests only - Separation and filtering - Improvements could form a Continual Service Improvement (CSI) register - Can link all those items to CIs, tickets, change requests etc for data, context, and reporting - API magic

9
Contributor
6 years ago
Apprentice
freshdeskadminApprentice

Integration of video recorder with feedback widget in FreshdeskClosed

We would like to have an option to set up video recorder inside of feedback widget in Freshdesk (e.g. how we can now integrate HippoVideo for instance in the support portal - we would like the same in feedback widget)

0
Apprentice
6 years ago
Contributor
brad_13218Contributor

Item Comments SortingClosed

The capability to sort newest to oldest versus the default oldest to newest would eliminate unnecessary scroll time in the item.  Users who's activity is hourly or daily don't need to scroll to get to the most recent comment and would prefer to see the most recent comments at the top of the thread.Thanks,Brad

0
Contributor
6 years ago
Contributor
dmckennaContributor

The bot should not be allowed to create an auto ticketClosed

We need a better solution. Problem is as follows:1. Bot gets asked a question and cannot answer it2. Bot advises guest it will create a ticket and it requests the email 3. Guest supplies email and ticket is created ....Problems: 1. The ticket created is useless and doesn't contain enough information2. We need to put in automated rules that then send guests an email advising them to provide us with all the information that we request in our ticket fields.3. Once replied we have to manually fill in the ticket with the info....THIS IS A PAINSolution:Don't let the bot auto create a ticket! Instead say something like this:"It looks like I can't answer your question, please click here to raise a ticket with our support team" HERE >>> would take the customer to OUR ticket form where they can fill out all the information that WE need.Please please please do something like this so we can have the BOT work better for us! it has so much potential and this is the MAIN problem for us.Thanks

1
6 years ago
Apprentice
drobinsonApprentice

Report on KB Articles UsedClosed

It would be tremendously useful to be able to see how many tickets were resolved using existing solution articles. Perhaps Freshservice could track the number of times each article was linked or pasted into a ticket? Or perhaps we could manage with a log of which requesters have visited which articles? This kind of hit counter could allow us to better understand which of our articles are being viewed, and whether that has any correlation with the tickets we are (or are not!) receiving. The thumbs up/down feature for voting on articles is not enough. We're interested in these features because we want to be able to measure the impact of our knowledge-centered support practices. We want to make sure articles are being created (which is a feature request in and of itself - count # of solution articles created per month, per agent, etc.) Thank you very much! Let me know if you have any questions.

2
6 years ago
Apprentice
jesse_14722Apprentice

NinjaRMM IntegrationClosed

On the Ninja forum, a few people have requested this directly to a Freshservice rep, and supposedly something may be in the works.  Just putting this out here publicly. I left freshservice back to RepairShopr for the Ninja integration, but am missing Freshservice's workflow and KB.  If this becomes an Integration, I would surely come back.

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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