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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
petr.voldanApprentice

Multiple product same category namesClosed

Hi,we use multiple products and every product has own solution and forum. Is somehow possible to create categories with the same name? The idea is to have for example category 'FAQ' for every product solution (KBase)

1
6 years ago
Contributor
ttubbsContributor

Sandbox Environment for TestingClosed

Once a Freshservice instance has gone live and is in production, changes may want to occur. Depending on the change (new Workflows, installation of apps, retrieving/updating data via the API, etc.), it'll likely want to be tested first. Doing this on a live/production environment is not the best option as it can lead to undesirable results depending on the action occurring.Providing access to a Sandbox instance would allow administrators to perform their testing before implementing the changes to their Live/Production instance. In addition to this, it will allow for the creation of test tickets without affecting the quality of the data in the live/production environment (which is important for management when running reports).

7
Contributor
6 years ago
Apprentice
daniel_13408Apprentice

How to embed Freshdesk in WordpressClosed

Hi GuysWORDPRESSI am trying to melt the two things together, Wordpress-Freshdesk. What I want to achieve is that the customer does not need to leave my page to get to support. i tried iFrame but the Google log in does not populate (pop up). EMBED WIDGETAt the same time I want to keep it simple and embed the freshdesk form or pop up (support) to a variety of pages I have. The problem is that other domains would need ssl certificate and that's a whole bunch of work and money spent wiser. Is there no embed code that does not require ssl (https). SOCIAL MEDIAI am looking for a contact plugin for facebook. 

5
6 years ago
Apprentice
stephen.tynesApprentice

Asset Management RequestsClosed

I've just started using the Asset Management features and already I can tell a couple of things are missing... 1. We need the ability to have multiple activations for Software.  We're a VLK customer so the same software and license can be used on X number of devices depending on how many VLKs we've purchased.  This doesn't seem to be supported anywhere.  I have to manually add the Software asset multiple times each associated with only a single computer. 2. It would be great to be able to do bulk creation or a copy of an asset.  We don't exactly purchase by the hundreds or anything but we may purchase 5 PCs or 5 monitors at a time.  It would be great to be able enter the details of the PC once and copy it or tell it I have 5 of them and just change the asset ID for each one of them or something. Is any of this on the roadmap for future versions?  Thanks!

5
Apprentice
6 years ago
Contributor
jessica.hyncikContributor

Custom Order for Test Case FoldersClosed

Test Cases can be organized into Folders and Sub-Folders, but they are always displayed in alphabetical order. It would be helpful for us to be able to manually set the order to align with how our software is organized.

1
6 years ago
Apprentice
reneelApprentice

Service Request Field RemovalClosed

We have several items in our Service Catalog that do not require a cost or estimated delivery to be assigned to them.  Is there a way to hide these fields?  I've already installed the "Hide Incident Fields for Service Request" app, but it does not include these fields.Thanks!

0
Apprentice
6 years ago
Contributor
andrew.belterContributor

Tickets I'm Watching view cannot be filteredClosed

The "Tickets I'm Watching" default view does not allow for sorting or filtering in any capacity. This is problematic because they only appear chronologically based on ticket creation date (i.e. in ticket # order). As a result, I must scroll through the tickets to find those that are still outstanding (the most common scenario I end up watching a ticket is because we are waiting on a third party resolution that takes significantly longer to resolve).

5
Contributor
6 years ago
Contributor
cwithersContributor

Table View for Search ResultsClosed

I really prefer Table View (columns), and it would be very helpful to have this view available for search results.  Thanks!

0
Contributor
6 years ago
Contributor
tomas.berakContributor

Count of tickets as a number in the filter menuClosed

To manage the SLA's it is important to us to see the total number (count) of tickets for each filter in the menu with filters. Here you can see the example:Currently the count is only visible when you click into each category, which is not user friendly if you are using a lot of filters.EDIT: Moreover, it would also be really good to have the possibility to sort on that list.Also even better option would be to have the filters as always visible left menu (and move the custom filtering somewhere else).

14
6 years ago
Contributor
mary_sawyersContributor

Asset Import NotificationClosed

The notifications that an asset import has completed should include the file name of the upload. I keep these notifications to verify they have been done. Since there is no discernable information in the notification (see below), I forward them to myself and change the subject line to include what was uploaded.Can this notification be updated to include the filename?Subject line: Asset Import from CSV SuccessfulDear Mary,Your asset import from CSV has completed successfully.Here are the details of the import: Total records in CSV : 900 Number of records created : 900 Number of records updated : 0 Number of records failed : 0 Number of records unprocessed : 0 If you have questions, please write to us at support@freshservice.com. RegardsFreshservice Team

0
Contributor
6 years ago
Contributor
cwithersContributor

Add Requester's name to the Associations list for ProblemsClosed

Would like to have the Requester's name displayed when looking at the Associations for a Problem.  Currently, they are just listed with the INC#, Subject and Status.  Being able to see the Requester's name in this view would be very useful.  Thanks! 

0
Contributor
6 years ago
Contributor
jerry.leeContributor

Combined view for all users (requesters and agents)Closed

I would like to see a combined view for requesters and agents.  When looking up information about a users (assets owned, tickets submitted, etc).  It's a pain to have to search 2 views.

0
Contributor
6 years ago
Apprentice
kristian.mannApprentice

Ticket Column ListClosed

Hi,It would be really beneficial for our support teams if the 'Assigned Date' was a selectable column in the main ticket view.  This forms a key part of our SLAs.Kristian

0
Apprentice
6 years ago
Contributor
jonathan.bemmiContributor

Project Management sorting filteringClosed

It would be great to be able to filter and sort tasks from a project by assignee, name, start and end dates

4
Contributor
6 years ago
Contributor
leigh.websterContributor

Search should be global to include service items (on the customer portal)Closed

Currently it only shows knowledge articles and incidents. It would be absolutely amazing if this was extended to also search the service catalog. Instead, users have to navigate to the Service Catalog section and then search separately there.Minor change but I think this would make a big difference from a user experience perspective.Furthermore, when users are submitting a ticket it would be great if they're shown relevant Service Items that match their ticket subject. Currently this is limited to knowledge base articles: 

5
Contributor
6 years ago
Apprentice
suel.manaaApprentice

Show the freshdesk solutions in a side barClosed

Hi I wonder if it is possible to show the help for our users  in a way like here: https://wetransfer.com/downloads/423207fc1e3ab187fd26dfc7ec398fb720191111125940/0ee0ad20ec3296cdf6b22575f2d9819920191111125940/ff22f2We want that the user can click on a help button and then WITHIN our saas solution he can see the relevant information. Currently, we open a new page.I mean the right part with the red top bar.Any help appreciatedregards

3
6 years ago
Apprentice
rosisetadigitalApprentice

The bot should be enabled in PORTUGUESE BRAZILClosed

Hi. We've been using freshdesk for over 8 years. We love the tool. In recent years, the volume of calls has increased in our company and we need to offer an intelligent self-service solution. We know that BOT can help us, however there is no availability as it is enabled in English only. Our request is to be qualified in Brazilian Portuguese as soon as possible: D. A big hug

0
Apprentice
6 years ago
Apprentice
sandro.carvalhoApprentice

Prevent Reopen by user and Closed by agentClosed

I'd like to have the option to prevent the user from re-opening a ticket (it could be only for tickets closed for more than x days) once it's closed and also have the ability to prevent an agent to close a ticket directly. Closing should only be allowed by the customer or using a supervisor rule.

6
6 years ago
Apprentice
paulkApprentice

ReportsClosed

We enjoy using FreshService but do not have enough options to do timesheet reporting. I have to manually send out. The Timesheet reports also only show tickets, not problems, releases or changes.

1
Apprentice
6 years ago
Apprentice
rene.sliepenApprentice

Timesheet reportingClosed

We are now live with our first customer and a major thing missing is the ability to report/extract the hours written on tickets/changes at task level. This means I have to manually get all the information to align with our accounting system for billing.  As the hours can be posted on task level it must surly be available in the database. Why cannot I extract fields beside 'ticket/change description' , 'notes' , 'date' , 'Agent' , 'group' and 'hours' from the Time Sheet Report ? 

1
6 years ago
Apprentice
mdayApprentice

Freshservice integrationClosed

At Henley we are operating with a hybrid of develops and support and collaboration is a key focus for the team. Having a product that does the same is ideal scenario Having complete integrations with freshservice and freshrelease.We would like the ability to create change requests and releases in freshservice and have them populate in freshrelease. Including the ability to close them in either product and have workflow close it in the other.

4
6 years ago
Apprentice
nschimpfApprentice

Wireless headset button answer (a must need)Closed

We would really like to push for using the headset button to answer calls. Please build in WebRTC. This would be beneficially to all user that way multiple headsets would work with freshfone.

3
6 years ago
Contributor
euichoContributor

Add Private Note Warning of unsaved changesClosed

In switching to FreshService, we have had several users who Add text to the private note field and then, not being used to hitting the "Add private note" button, instead hit the Update or Close buttons, abandoning all the text they had typed.This is a training/behavioral issue, however, the fact that the product lets you do this without any sort of warning is a design that could be improved.I suggest having a toast/warning/message appear when text has been added to the note or reply field but the send or add note button has not been hit (basically, unsaved changes in those fields).

0
Contributor
7 years ago
Apprentice
reneelApprentice

Ticket Created FieldClosed

When viewing All Tickets, the Created information only shows how many hours/days/months ago that the ticket was created.  It would be very helpful to see the actual date and time that the ticket was created, and also to be able to filter by that field.  I do see that it is possible to sort by Date Created, but again, it would be helpful to see the actual date, not just how long ago the ticket was created.Thank you.

1
Apprentice
7 years ago
Contributor
cwithersContributor

Column in Tickets for "Closed Date"Closed

I just created a view for my closed tickets, but would like to be able to sort them by date closed, but we do not have that option.  Only date options are Due Date and Created Date.Would love to see a Closed Date option added in a future update.  Thanks!

2
Contributor
7 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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