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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
matheus.brscan.testeApprentice

Automated distribution of tickets not workingClosed

I've configured the Freshdesk tool on a trial level to receive e-mails from a specific e-mail box and send it to a group with two analists.The e-mails are arriving at the right group but the group itself is configured to distribute the tickets created from the e-mails, but it doesn't do it at all.Someone could help it?

1
Apprentice
7 years ago
Apprentice
saulius_16227Apprentice

Privileged account inventory and trackingClosed

Hello alldid anyone find a way to use Freshservice to track all privileged accounts?Scenario: account might be created on a system which belongs to our client. We need to track which agents have their personal (or in some rare cases - shared) accounts created on these systems and act accordingly in case the person leaves our company.Any ideas welcome, if you have found a way to achieve this with Freshservice.In general, I see no straightforward options to achieve this, so I would categorize this as a Feature Request.ThanksSaulius

0
Apprentice
7 years ago
Contributor
len.smithContributor

Add the Ability to Filter Open/Closed Tickets from the Contact or Company View.Closed

Please see the suggestion below.  When we have health calls with customers, we use the Ticket view on the Company record as a very easy way to walk through any open issues.  Being able to filter out the Closed/Resolved eliminates all the "noise."

0
Contributor
7 years ago
Apprentice
lauren.jacobsonApprentice

Pull a report, Raw DataClosed

I have attempted to follow the process for downloading raw data from FD but its not working. How can I go about downloading the raw data on my tickets? Specifically individual tickets, time to respond, etc. 

1
7 years ago
Apprentice
rafael.valbuenaApprentice

Export Default ResponsesClosed

Hello!I'd like to know if there's a way to export/import default responses.Regards!

0
Apprentice
7 years ago
Contributor
jerry.leeContributor

custom task viewsClosed

I would very much like to be able to save custom view of tasks very much like we can for view of tickets.Adding those custom views to my customized dashboard would be a nice feature as well.

0
Contributor
7 years ago
Apprentice
cwalzerApprentice

Data formatClosed

I'm trying to find out if data is represented in any particular standardized format? Does anyone know?

0
Apprentice
7 years ago
Contributor
astoutContributor

Suggestions for SolutionsClosed

I would like to suggest the following improvements to FreshService Solutions: Permalinks:  Each Solution article should have a permalink that does not include the category and folder in the URL.  If a Solution article is moved to a new category or folder, the link should not require updating.   Templates:  It would be fantastic to have templates for solutions so that we can all have some consistency to the layout of our articles. Share Button:  I think that a share button when viewing solutions either in the Portal or the HelpDesk would be a great idea.  It should be easy to send the article to coworkers or customers. Thank you

7
7 years ago
Contributor
stefan.letkoContributor

Multilingual Ticket Forms support for Problem, Changes, ReleasesClosed

Hello Freshservice, It would be great to have Multilingual Ticket form support for Problem, Change and Release modules for international requesters (when called to approve a Change Request) and agents.Regards, Stefan

0
Contributor
7 years ago
Contributor
stefan.letkoContributor

Multilingual Ticket Forms support for Service CatalogueClosed

Hello Freshservice, It would be great to have Multilingual Ticket form support for Service Catalog module for international requesters and agents.Regards, Stefan

0
Contributor
7 years ago
Contributor
stefan.letkoContributor

Multilingual Ticket form support on Freshservice Mobile AppClosed

Hello Freshservice, It would be great to have Multilingual Ticket form support on Freshservice iOS and Android mobile app for international requesters and agents.Regards, Stefan

0
Contributor
7 years ago
Apprentice
michelApprentice

Kanban support is not obviousClosed

Hi, I'm from Jira and using freshDesk and freshSales so using freshRelease would be just a nice option since Jira is getting way to complicated to manage...But we work with the Kanban methodology and so far in freshRelease I cannot see an explicit Kanban support except using a sprint board with no start nor end date and use that as a Kanban board. Maybe I missed something...That is fin and I can live with it but when it comes to release time, I expect a way to remove all items in the Done state to be removed and tagged into a new Release. So the Complete Sprint button should be more an Create Release one and I keep working on the same board which contains items in other columns - that is the Kanban way of working...I know I can complete the sprint and move all items into a new sprint but then it's not really a Kanban way of handling things.Any comments or tell me what I missed about your Kanban support?thanks and product looks great and easy to use

1
7 years ago
Contributor
mwuContributor

Workflow Automator: Separate paths but converge to shared actionsClosed

It would be great if you can have conditions that allow the workflow to take, initially, separate paths but eventually converge to share the same ending tasks. This would make it easier to manage. For example, I'm using this workflow to manage HR on boarding. Based not the type of employee they would initially go separate ways and execute different actions. But, after it reaches a certain point, the remainder of the onboarding actions are the same. 

7
7 years ago
Apprentice
costaApprentice

Dispatch'r : allow multiple rulesClosed

Right now as soon as a Dispatch'r rule is matched, it stops. So it's basically a 1-trick pony. You can only apply 1 rule to incoming tickets.  This is very limiting.Multiple rules can currently be done with "Supervisor", but it only runs once per hour.It would be useful to have the same functionality as Supervisor (i.e multiple rules), but for new tickets.

12
7 years ago
Contributor
sjaak.overgaauwContributor

Support for automate / auto-complete tasks using webhooksClosed

It would be nice if Freshrelease would support webhooks so you could call external API's to automate tasks. If the API returns a 200 OK, the status of the task will be updated to "Completed" automatically. If it fails, e.g. returns HTTP 400 with an error message, the status will remain "In progress". Webhooks will give users of Freshrelease the ability to implement quality control mechanisms. You can force the completion of certain tasks before developers can continue with other tasks (which happens all the time). avoid manual status changes toExamplesdeploy a component on a platformautomate review tasks: check if a certain component has been deployed

3
7 years ago
Contributor
sjaak.overgaauwContributor

Support for pasting screenshots into item commentsClosed

Freshdesk does support this, Freshrelease unfortunately not. 

5
Contributor
7 years ago
Apprentice
sine.abougoushApprentice

Non-agent CAB members unable to view attachments in RFCClosed

Would like to see the ability for non-agent CAB members to view attached documents in change requests while reviewing the change before approving or rejecting a change request.

3
Apprentice
7 years ago
Apprentice
kassayez90Apprentice

i for get pass word i want to reset my passwordClosed

 i for get pass word i want to reset my password

1
7 years ago
Contributor
johannes.dohmenContributor

Display SLA breach in ActivitiesClosed

we send mails to dispatcher if a SLA is breached.now, we recogniced, that this mail is not logged in the activitieswe want to have a entry activities of a ticket if mail was send to dispatcher

0
Contributor
7 years ago
Contributor
suporteContributor

Language community supportClosed

Would it be great if we all could have  an language xml of Freshdesk, so that we could to our own translation and share with the community, 

5
7 years ago
Contributor
claylongtechnologyContributor

New Requestor to not send signup emailClosed

Is it possible that when a new requestor is added to not automatically send the email to them. We are using SAML SSO and a custom SSL. When the email sends out to them it is for them to create a password and access the link seperatly. The password should be the one they have set with us on our Active Directory.  Perhaps a checkbox when creating the requestor to not allow the credentials to be sent via email automatically?

6
7 years ago
Contributor
gwelstedContributor

Closing a Change should close related ticketsClosed

When I close a change it doesn't closed related tickets, only problems, however problems are not always a reason for changes, for instance we have a process for requesting feature request in our ECM systems, this is not a problem it is a service request type. We go through the vetting processWe select a subset of the requests and create an associated change, We associate the related tickets to this change and plan the change accordinglyFinally once the change planning/testing/Approval portion is complete and we are ready for release we associate a release. Once we release the release is complete, the change is closed, but the associated tickets are left in whatever state they were already in. this is cumbersome as we then have to go through each associated ticket and close it manually.

7
7 years ago
Contributor
calderon.rogelioContributor

Microsoft Teams Integration & More O365 IntegrationsClosed

Freshservice Dev Team needs to work faster into integrating its product into the complete suite of Microsoft Office 365 products. 1.- Much needed integration with Microsoft Teams (Zendesk already did it) 2.- Integration with Microsoft Flow (Freshdesk has already been integrated) 3.- Integration with PowerBI or at least publish a SQL type data export or an API where we can pull reporting info. 4.- Freshservice has already made available a Office 365 Integration which syncs freshservice tasks to O365, however those tasks are added to O365 Calendar as events. The ideal solution would be to sync those freshservice tasks to O365 Tasks (NOT AS CALENDAR EVENTS). I believe that Office 365 is becoming a standard for most companies and Freshservice has to work faster into integrating its solution, such as Zendesk is doing.

74
Contributor
7 years ago
Apprentice
mike.burnieApprentice

Separate Child additional items from an SR ticketClosed

Has anyone else found they need the ability to create INDIVIDUAL Child tickets from an already existing SR ticket. So when you click on ADD ITEM in the already existing ticket and you select the additional item... For that additional item to be created as an Individual ticket so that it can be routed to a different team. NOT a bundled child ticket.  In a similar way to if a Requester completed a form from the Service Catalog that had additional items on it A simple tick box somewhere would be sufficient.

2
7 years ago
Apprentice
jens.ristoApprentice

Creating signatures using templates and placeholdersClosed

Hello, we've tried to create automatic signatures for our IT agents by using the "Agent Reply Template" under Admin->E-Mail Notifications. That has worked so far, but we are missing the placeholder for job title. We've tried ticket.agent.title (and jobtitle) but that doesn't seem to work. Also some placeholders that are working like ticket.agent.name can be used, but are not shown in the placeholders menu. So, I guess my question is, will there be any additions to the placeholders category soon? Also, is there any other way to automatically create signatures inside Freshservice? Thanks in advance!

2
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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