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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
rkramerContributor

Creating New Ticket, Close, Add TimeClosed

When adding a Ticket, there is an option to ADD & RESOLVE.I would like the ability to click a button and add time right at this screen also with out having to search for ticket and reopen it to add time.Thanks,Ron Kramer

8
7 years ago
Apprentice
russell.andersonApprentice

Display private notes to select ContactsClosed

We have a request from one of our clients that we can't figure out how to accommodate. Our client wants specific Contacts to be able to see ALL notes on a ticket, including private notes. We already tried Plan B: to turn the Contact into an Agent with restricted permissions, but that exposes too much information and functionality. Is there a way to display private notes to a Contact?

3
7 years ago
Apprentice
ccardimonApprentice

Link checker functionClosed

I suggest that a link checker function be made available for each solution that would check to make sure all embedded links were valid, that all embedded links in that solution to point to other valid solutions in your knowledge base.

1
7 years ago
Apprentice
aaron_17106Apprentice

links to tasks should open new windowClosed

No way to get the full issue on-screen without leaving the board

2
7 years ago
Apprentice
lhouck01Apprentice

Hippa CompliantClosed

Is Freshdesk Hippa compliant?

26
7 years ago
Apprentice
office_12764Apprentice

Export all solutions (knowledge base)?Closed

Hello,Is it possible to export all solutions in one go (not printing one by one)? We could then back up the data or send all the texts to an external provider for editing or adding new articles.Thanks!

19
7 years ago
Apprentice
jmartinApprentice

Contact locked out account - need to be able to unlockClosed

I had a "contact" tell me they were locked out of their account and that the message told them to wait until later and try again. I talked to Support and they said the "later" is 2 hours. And they said there's no way to unlock them any other way. My customer doesn't want to wait 2 hours, and they shouldnt have to.Am I missing something? There has to be another way. Even with the API?

43
7 years ago
Apprentice
damian.marinaccioApprentice

Ability to export widget as a PDFClosed

I can schedule a widget to email me a PDF, but I cannot export a PDF from the widget. I can export the entire report to PDF on the fly, but often I just need one widget and then I have to edit the PDF or schedule the widget.Seems like an easy addition that would make life much easier when trying to generate some simple data on the fly. Thanks for considering!

0
Apprentice
7 years ago
Apprentice
yanir.ben-nunApprentice

Rich text in tasks notesClosed

Is it possible to enable rich text or simply normal text editor for tasks (the notes part)?Currently it's only plain text and removes and doesn't have any option to insert a fromatted text (bullets, numbering, bold, underline etc.)

0
Apprentice
7 years ago
Contributor
ben.richContributor

Mandatory note for closing a ticketClosed

Hello, Currently we have it sat that you have to add a “reason for closing” note. So agents can’t close tickets with no reson. This gets frustrating when you want to add a closing note on the actual ticket notes and use “add note and set to close” we then have to copy and paste the same message into the closing box. How are other companies dealing with this?. Is it possible to have a checkbox at the bottom when you a note next to the “add note” button which has “ closing ticket note” which you can tick this then This shows it’s your closing note and allows you to close, but also makes sure the agent has added a note supporting the closure of the ticket? Thanks

1
7 years ago
Apprentice
kristian.mannApprentice

Due Date AutomationClosed

It would be extremely useful if we could have a custom 'Due Date' field that then updates the actual Due Date of the ticket.  This would allow an end-user to automatically specify the urgency for our agents.

0
Apprentice
7 years ago
Apprentice
bryan.hornbergerApprentice

SaaS Asset TrackingClosed

So I just learned there is no asset tracking for SaaS-based applications. How are users currently tracking SaaS applications? Is there any workaround currently?Thanks,BH

3
7 years ago
Apprentice
renanApprentice

Notification / Warning when Assets Hardware ChangeClosed

Hello,We need to know when a hardware (ex notebook, pc, etc) has a modification, ex removal or additon of memory, disc and others.This is why we wanna keep in track if the machine was properly customized or someone has stolen some parts.Regards.

2
Apprentice
7 years ago
Contributor
ttubbsContributor

Table View for Ticket Views in FreshserviceClosed

While evaluating both Freshdesk and Freshservice for our company, one of the features we found really helpful in Freshdesk is the Table View for Ticket Views.Unfortunately, Table View is not available in Freshservice. As we decided that Freshservice was better for our company in the end, it would be great to see this feature brought over from Freshdesk. (Including its ability to choose which headers/columns appear in the table view.)

4
7 years ago
Contributor
it_14069Contributor

Removal of IP range within ProbeClosed

I find it completely bizarre that you can't remove an IP range from the Probe once it's added without uninstalling and re-installing the probe software. Further to this, you can't add more than one set of SNMP credentials for a single IP range. For example we have several devices on the same range using different community strings but this is impossible to configure with one installation of the probe.

3
Contributor
7 years ago
Apprentice
s.bakerApprentice

Auto assign assets locationClosed

Is there anyway to automate an assets location assignment? We have around 1000 users and computers across 11 offices. The discovery agent is working well at picking up all the assets but at the moment the location field for the majority is blank. Whilst we can manually update this it would be far easier if there was a way to automate the process. In previous helpdesk software I have used this could be done by linking a location to a particular attribute, say IP address. So we would set it up so anything with a starting IP of 10.113 would be Leeds, anything starting with 10.117 would be Bristol. Is anything like this possible or do we have to manually add a location for each asset?

4
Apprentice
7 years ago
mfedele
Skilled Expert
mfedeleSkilled Expert

Assets / CMDB in Workflow AutomatorClosed

Today, it is not possible to action on Assets trough the Workflows (Tickets / Problems / Changes)And for me it is not normal, Assets are in the middle of our processes and we could have the way to act / modifiy the status of a CI, in particular in case of a change.A ticket could also impact an Asset and add info in automatic, not manually.Thanks

1
7 years ago
Contributor
richard.tomlinContributor

Remove Software Associated with an AssetClosed

Can we please have the option to remove any/all software associated with a specific asset pending the next time the discovery agent syncs? This is as we often re-image PCs or mark them for re-imaging meaning that managed software is no longer installed in use and shouldn't count towards the software licenses used. We cannot simply remove the hardware asset itself as we then run the risk of losing track of the device.

4
Contributor
7 years ago
Apprentice
jeanphilippeApprentice

Release noteClosed

It would be nice to allow release note customization by setting a "template" using the fields in the card to write it.

3
7 years ago
Apprentice
david.stephenson_17690Apprentice

Authentication OptionsClosed

It'd be nice to have other authentication options (i.e. SAML, Office365, Google, etc).Since FreshService already has SAML, this one would be ideal for our end-users.

1
7 years ago
Apprentice
mulicnikApprentice

Automated follow-up email after 3 daysClosed

Hello,This is done probably really easy but I am having troubles finding a right way to do it. I would like to create an automated email that Freshdesk would send to our clients after 3 days of no (their) respond if the ticket is still open. Any suggestions ?  

22
7 years ago
Contributor
jinlong.yeContributor

HTML Template Email NotificationClosed

Freshservice needs an option for HTML Template Email Notification.It's good that you offer a Helpdesk Rebranding but in order to customize and "rebrand" helpdesk for company, we need to be able to customize the template to reflect the company brand.Other helpdesk system allows it; even the free service like Spiceworks. Please build that feature. It's a huge request to promote a company brand.The text only notification is ugly and so 80s...

14
7 years ago
Contributor
kstillContributor

HTML Signature in One PlaceClosed

It would be nice to be able to create one Service Desk HTML Signature in one location and then have the ability to use it across all sent e-mails.It's really annoying having to edit 100+ notification email's every time we update our signatures.Also, the current one, even if I paste perfect html, it looks fine in the preview but then its double spaced in all the actual e-mails sent. Any reason why?

0
Contributor
7 years ago
Apprentice
nitishApprentice

Create Custom fields in ticket templateClosed

I am looking to create custom fields by default in a template so that the end user doesn't have to create it manually after installing a new app. We couldn't find the API for creating the custom fields automatically in a ticket template.Could anyone please guid how they achieved a similar requirement?

0
Apprentice
7 years ago
Apprentice
i.fernandezApprentice

YONYX integrationClosed

 Hello Knoweldge base is a great too, but it bases it's efectiveness on a) good search skills from the agents and b) good "asking" skills from the agent to the customers. My proposal is the following. There is a great tool out there that creates a tree based troubleshooting guides, like: a customer calls/emails because their car is slow Agent chooses the symptom from the list, so the system begins to propose questions, like A) are you pressing the gas pedal and system has 3 possible answers, like a.1 yes a.2 no a.3 pedal? what pedal? depending on the answer form the customer, system porposes more questions, and so on, until it reachs a conclusion (solving the issue, etc..). so, the idea is to integrate this on freshdesk both a part of the KM, where anybody could use it to reach a conclusion, and for the tickets itself so the agent can have a guide on what to do for each case. Even we could have this guides as mandatory before creating a ticket, etc. I wait for your feedback!

1
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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