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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
christina_18799Apprentice

Ticket Summary App sort with newest on topClosed

I like the Summary App but it only being placed a the bottom of the ticket because we sort conversation with the newest on top.  I really wish to have the capability to customize it to be sorted with the newest and showing up at the top.  Thanks,Christina Ng

0
Apprentice
6 years ago
Apprentice
morillazaApprentice

Filtering and reporting based on service itemsClosed

Hi, we use only tickets, mainly, service requests for different units within the finance - as of now. We have many groups, many service items. One group may have several items. Is there a way to filter tickets by service item? Can we create reports, analytics, based on the service items? It is really important for us.

1
Apprentice
6 years ago
Apprentice
natarajan.geetha.76Apprentice

tickets get through ticket idClosed

How i get my booking tickets through ticket id

1
6 years ago
Apprentice
diana.dongApprentice

Knowledgebase Archiving and VersioningClosed

It would be nice to have a better way to Version knowledge base articles.Currently what I end up doing is going to the article in question:1. Create a blank article in the default category in a folder containing the different versions.2. Go to the article in question. Copy the article's contents.3. Paste the contents into the new blank article.4. Either edit current article or paste in a brand new article.Generally I have to archive (I will need more than 3 level hierarchy to store them in the default folder.) or edit them using a different program.An import and or copy function in the knowledge base would be greatly appreciated.Thanks

14
6 years ago
Skilled Expert
richard.nallySkilled Expert

Compact ViewClosed

 HiMyself and a few of my team currently view our tickets with the browser set to 90% zoom - this gives us a bit ore of a view of our tickets. This is on Table View.A more compact view option would be great - we don't need the list to be spaced out as much.Also the ability to colour code some topics would be very helpful - I used to drag and group certain topics on our old system, such as new starters, so they were together and easy to glance at. Thanks

0
Skilled Expert
6 years ago
Contributor
nvergin_20100Contributor

Add Automated Asset Life Cycle ManagementClosed

Many organizations maintain regular replacement/refresh schedules on their assets in order to proactively maintain hardware and ensure performance standards are being met as the hardware requirements of software increase.   Please add the ability to manage this within the Product and Asset Management components of FreshService.We would like to be able to assign standard replacement cycles to different products.  For example... let's say our standard workstations have a 3-year replacement cycle whereas our high-ends workstations are on a 2-year replacement cycle.  If that could be set on a per-product basis, that would be great.Then based upon the date of issue, Freshservice would look at the specified refresh interval for that product type and generate a scheduled replacement date x number of years into the future.As we near that date, it should then generate a ticket (or service request) 1-2 weeks in advance requesting a new replacement computer for that individual.  Perhaps it is sent to the individual's manager for approval but then comes to IT to order the equipment and work on getting the new system ready to be swapped in.It could also be set up to advise the agent on whether the computer being replaced should be put back into inventory to cascade down (in the case of the high-end workstations) or marked for disposal if it was a standard workstation.  This could be done by setting minimum baseline computer specifications such as CPU Type, Speed, # of Cores, RAM and HD Capacity.Having this sort of intelligent, proactive automation would be really great.  It would greatly simplify the management of this common practice.

0
Contributor
6 years ago
Contributor
nvergin_20100Contributor

Enable Syncing and Matching of JumpCloud Computer Accounts to Freshservice Computer AssetsClosed

We have already integrated Freshservice with JumpCloud in order to allow SSO for our Agents & Requestors.  Through custom attribute mappings, we're able to push across relevant user info such as location and department.   It would be awesome to be able to do a similar thing with JumpCloud computer accounts and match them up to Freshservice Assets based upon the serial number and/or hostname.In theory, you could reference the bound user of an asset from within JumpCloud to assign the primary user of the asset in Freshservice and populate location, department, etc.

0
Contributor
6 years ago
Contributor
nvergin_20100Contributor

Improved Management of VendorsClosed

The vendors' list could really use some work and allow for some additional options.1.  Allow multiple vendors to be merged together and tracked as a single vendor.  For example, we end up with HP, HP Inc, Hewlett-Packers Co and Hewlett Packard.  For all intents and purposes, this is a single company and should be managed as such.  Being able to merge them into 1 would really clean up and greatly simplify the vendors' list.  Preferably, we would be able to decide which is the main "parent" vendor item for display purposes and then the others would get linked to that one.  Any associated products or contracts for the children would show up directly in that main parent item.  (See screenshots of examples)2.  Allow selective hiding of vendors.  As a result of the hardware and software scanning, there are many vendors that get listed which we really don't care about.  We should have the option to simply hide them from the main view.  This would really help put important information first and filter out the noise.3.  Create a vendor search bar.  This should be obvious.  Why force us to scroll through a giant list of discoverable vendors to find what we're looking for?  Allow the other options to help clean up the list but also provide a search for even faster access to the info we need.  Also, if you try and search for a Vendor in the main Freshservice search, it will not find anything as vendors are not a searchable category of information. (See screenshot)

0
Contributor
6 years ago
Contributor
michael.viselliContributor

Service Catalog Custom Field EnhancementsClosed

There's a few features that I'd like to see for the SR custom fields section:1. Make a multiple checkbox list. I know we can make checkboxes individually, but they're spaced out and there's no real good way to distinguish between two groups of checkboxes... leading to....2. Add a <hr> option - so that we can separate groups in the list. Similarly....3. Allow us to customize the html.4. If not, at least give us some WYSIWYG controls (bold, underline, etc.) - for instance, just yesterday I had a checkbox that was VERY important for the user to see. It wasn't a required checkbox, but I wanted to make sure the user didn't miss it. Would've been nice to make the text of it bold.5. Allow us to bring in fields from other areas in the Service Desk (Department, Location, Group, Location, etc.) 6. Add text without a field - similar to the <hr> request above, so we can describe sections or selection items7. Allow us to make multiple columns. This kind of goes with the multiple checkbox option, but being able to list 7 or so checkboxes between two columns would be much cleaner than one long list.That's all I can think of for now.

4
6 years ago
Contributor
vincent.castagnetContributor

Replies stacking (expand/reduce)Closed

Hello,I would love to have ticket replies individual stacking/unstacking, "Gmail style"I know that as of today, most of the replies are stacked (you can see a blue circle with "18 more - Expand" for example), but I'd love to be able to click on each reply header to "minimize" (stack) it as I have read it to read the next one.Everytime I open a ticket to review it, I click on the first message header to stack it, but nothing happens :p Thanks !

1
6 years ago
Apprentice
simon.veilleuxApprentice

Workflow email to requester groupClosed

Hi,Can we have an add in on workflow to have the option too send email to requester group instead of just the user only.Thanks,

0
Apprentice
6 years ago
Apprentice
jeanphilippeApprentice

Card printing for stand-up meetingsClosed

In order to simplify stand-up meetings, the usage of physical cards representing the tasks from FreshRelease would be really a good thing.The possibility to print a group of cards with basic data such as the title, the description, estimation and the ID of the car for example. It's difficult right now to review the work executed each days with a view limited to a few card on one screen. We have to share screen and have someone scrollings the card which isn't really convenient ;)

0
Apprentice
6 years ago
Apprentice
jeanphilippeApprentice

Sprint Board - Automatic refresh on changesClosed

It would be really nice for a team working on the same sprint to get automatic refresh on card changes.Otherwise, it happens that 2 dev take the same card without refreshing the list, and do the same job at the same time.It's really dangerous.

1
6 years ago
Apprentice
sales_16334Apprentice

Split Between DaysClosed

I want to see a brake line divider between the tickets.on the line should be a total of tickets for that group / day 

2
Apprentice
6 years ago
Apprentice
godygooleApprentice

NoospheraClosed

FCC ID applications by 2AU3R (skinphoniqa)

0
Apprentice
6 years ago
Apprentice
martijn.minnaertApprentice

subtask display and contentClosed

Hi there, I've recently discovered Freshrelease, and this is a solution that may quite useful to us.It's clear the platform is inspired by JIRA's design, but more accessible.However, it shares a similar design philosophy with the former, in that subtasks of a main task will appear on the same level as the parent task it is linked to. This can get quite a bit confusing, especially when handling multiple tasks that all have one or more subtasks.What I would like to see in Freshrelease is: 1) The option to display subtasks in a tree structure when viewing from List mode (where subtasks are listed under the main task as a sublevel). For board view, having each subtask appear as a card of its own quickly gets confusing, figuring out what belongs to what. i would prefer to have a structure like this:2) The ability to add customize subtask fields in the trigger configuration. Currently, when setting up a trigger to add a subtask on transition-trigger, it's only possible to add a title. Ideally, I would like to be able to include a default description with instruction for the subtask for example.Any chance of seeing this in Freshrelease?Best regards,

0
Apprentice
6 years ago
Contributor
luca.avalleContributor

Feed DropDown from CSVClosed

We have 2 forms with custom drop-down fields.The possible values  change every week, therefore we would like to feed the available choices to FS using a CSV file and FS would have to check the CSV file every time the ticket type is opened, is it possible?

0
Contributor
6 years ago
Apprentice
williamApprentice

Invoicing clients from within fresh desk or freshsalesClosed

Either Freshdesk or freshsalescrm need to have the ability to generate and send invoices directly from Freskdesk/freshsales. The ability to create a system to generate and send invoices and accept payment through services such as Stripe/Paypal is quite simple and would be a great addition instead of having multiple solutions. The freshsales advertisement states do everything from within and not have to use other software solutions, but as a sales crm it's not very helpful if it doesn't even let us send and track invoices. Please consider for future releases.

1
6 years ago
Apprentice
bsluysApprentice

Text Message for Urgent TicketsClosed

The fresh service Notification system isn't particularly helpful for managing urgent tickets. At the very least, We need to be able to see the priority of the tickets in the "Ticket Assigned to your group" notification. However, ideally, we'd be able to set rules to allow tickets/responses with certain criteria to be delivered to our agents via SMS.Right now our employees can't rely on sending an "Urgent" ticket because we can't promise to hear it. It'd also be nice to set a different notification sound for the fresh service app - a sound that lasts a little longer

1
Apprentice
6 years ago
collingo
Contributor
collingoContributor

Email templates for different Email Support ChannelsClosed

Would like to have the ability to create different Agent Reply Templates for each of the Email Support Channels that are active. So that when you choose the "From" address, it would update to that set template. We have several different email channels and different departments using them that would like to have different logos and footer text added. 

2
6 years ago
Contributor
patrick.vanrinsveltContributor

Multi Line Service ReuestClosed

How would you go about implementing a mutli line form in FS? We are pushing FS outside of IT with a view towards and enterprise service desk. We require forms like below to be presentable as a service catalog item.https://freshservice.com/using-itsm-tools-outside-it-blog/

2
Contributor
6 years ago
Apprentice
simon.martinApprentice

Organise Dropdown in Alphabetical OrderClosed

I am inputting several values to a dropdown field and it would be so much easier if I could add them and then organise them alphabetically rather than inputting them in order.

0
Apprentice
6 years ago
Contributor
antoine.grabowskiContributor

Right click - Add internal note, add reply, forward, edit fields...Closed

HelloIt would be awesome, that from the ticket list, we could select one or various tickets and do right click operations, such as add internal note, reply, forward, change fields...Same thing like when you do a right click in Gmail (see screenshot attached)Thank you for your consideration regarding this request!Have a great day,Best,

0
Contributor
6 years ago
Contributor
bzwartContributor

Mobile Asset Management ImprovementsClosed

When using the Andriod mobile app  to perform asset management it seems as though if you create a new asset using the Scan asset option this is auto-populating the asset tag field with the barcode scan which is fine.  That said, the Serial number for most hardware is also a scanable barcode and the mobile app does not include this field.  Without being able to enter the serial from a mobile device the process is a mess as would enter an asset using the mobile app, save the app on their phone, than edit the app using a computer to enter the serial when they could have just scanned it when scanning the asset code.  We would like to be able to scan the serial within the mobile app. Also, when entering assets via Scan Asset or Add new asset from tho mobile app you do not have an option to select Vedor.  Since all of our assets have relationships to Products within the product catalog and we also use Vendors with Warranties any asset entered in using the mobile asset does not capture this information. Basically, its the same story, you enter them in with the mobile device than have to edit them all using the standard web and select Vendor so the Warranty information is set. 

17
6 years ago
Apprentice
jeanphilippeApprentice

Sprint boardClosed

We're trying freshrelease and i think it would be nice to order task by priority descending rather than ascending in the sprint board. (Or allow to choice the order).Developers rationnaly take the first task of the list rather than the last ones.And when you group by priority, it would be beter to automatically filter on the first selected priority. I think you could also make it more readable on this board by using column size relative to the screen size. With 3 column per default, only half of my screen is used and it make it hard to read the cards without opening it.Furthermore, when setting a task "In progress", it would be nice to allow auto-assign to the one which did it.The tool is nice to now. Simple and efficient.

3
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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