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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
charlie.hawardContributor

'Inactive' agentsClosed

When an agent leaves our business it seems the only options to prevent them from taking up a license are:1. Delete the agent. This has the drawback of removing the agent from all tickets they previously resolved or closed and from any reporting (except customer satisfaction)2. Make the agent an Occasional Agent. This means the agent's name remains on all the pick lists for notifications etcI don't think either of these solutions are ideal, and it would make a lot more sense if there was the ability to mark an agent as 'inactive' which should remove them from drop downs for ticket allocation, notifications etc yet retain their name against historic information such as tickets that they resolved, the ability to run timesheet reports on them etc.

10
7 years ago
Apprentice
bill_18155Apprentice

New Ticket Requests not being Created in FreshDeskClosed

Until recently, new ticket requests could be created by staff and deployed through an Outlook group email. [ see pic ].  This has been in place and working for several years. Last week we learned that tickets created through this deployment method are not being recognized and created within our FreshDesk ticket system. In short, requesters are believing that they are successfully generating a cry for help, but nothing shows up within FD. I did not see anything within recent FD updates that would stop a ticket from being generated. Does anyone have an insight on why this may be occurring? Thank you in advance!Bill K

0
Apprentice
7 years ago
Contributor
suzanne.addisonContributor

Checklists for TroubleshootingClosed

I ran out of ticket fields available to standardize troubleshooting guides that are currently published outside of the ticketing system (and therefore inconsistently followed).Would like the ability to have the Checklists (even if it is done through tasks which could be available as a Form Field Option).We are loving the simplicity of the FreshService UI but the limitation of how many ticket fields we can have has caused us an issue.

0
Contributor
7 years ago
Contributor
nick.sykesContributor

Please provide a faster method to convert from Incident to Service RequestClosed

Most of our users are almost exclusively submitting tickets via e-mail.  All of these tickets arrive as incidents, which have much more strict SLA requirements than Service Requests. We desperately need the ability change the submitted issues to the correct type more quickly than opening the ticket, waiting for it load, changing the type, and clicking update. Can we either add this option to the Bulk Actions in the nav menu or to the right side of the ticket?  A single action to do this would alleviate so much headache.

5
Contributor
7 years ago
Apprentice
vmalayApprentice

Tags field in Problem/Change/ReleaseClosed

Hi,I have the same request that this one: https://support.freshservice.com/support/discussions/topics/306056 but for Tags. As there is a "Tags" field in tickets, can there be a "Tags" field for changes/problems/releases ? It would help us in uniquely identifying and querying the releases and keep a track of all the versions of a particular category/form/report/alert etc. Thank you !

0
Apprentice
7 years ago
Apprentice
fayeApprentice

Agent visibility restrictionsClosed

I have recently set up a new agent which is a 3rd party service delivery partner. I have restricted their ticket access to only the Group they are associated with, but they can see all contacts and companies. How can I restrict their visibility to only the company and contacts they are supporting?Thanks,Faye

0
Apprentice
7 years ago
Apprentice
fatima.gossartApprentice

Roles & Scope new possibility : See all other ticketsClosed

Perimeter: Roles and scope of the agent Today, agents can have access either to all tickets (modification), or only to those of the group or groups to which they belong. The request is that the agents have access to the tickets of their group (s) in modification and in consultation on all the tickets. New requirement: An agent can edit tickets in his group(s) and see all other tickets

3
7 years ago
Contributor
thom.van.zeeContributor

Version number in portal FreshserviceClosed

Often a new Freshservice portal version is activated before it is announced in this forum or in the portal itself.So I would to see the portal version that is currently live to see if there are unexpected changes.Thom van Zee

0
Contributor
7 years ago
Contributor
aberryContributor

Ability for Requestors to opt out of notificationsClosed

Most of our customers like getting the Ticket Created notification emails, but some do not.Is there a way for Customers / Requestors to opt - out of receiving these emails?Right now it appears to be an all-or-nothing global setting.Thanks,-A

0
Contributor
7 years ago
Apprentice
bojan.nenadicApprentice

Associate Change Request to Project TaskClosed

Change requests can be associated at the project level. It would be very useful if the association could be made to the specific task within a project. Ideally, it should be possible to associate more than one change request to a single task.Thank you.

0
Apprentice
7 years ago
Apprentice
matt.parryApprentice

Automatically add 'attachment' tag to requests containing attachmentsClosed

Hi,It would be helpful if requests containing attachments were automatically given the attachment tag.Thanks,M.

0
Apprentice
7 years ago
Contributor
alessio.fattoriniContributor

I can't quote customer question/replyClosed

Do you have try to quote customer question? http://www.netmeister.org/news/learn2quote.html http://www.anta.net/misc/nnq/nquote.shtml We can't, and it's a big problem. We don't reply above the text and let all the text below. We broke and clean the text, answering below some parts. Freshdesk block it. I can't quote clearly and selectively

8
7 years ago
Apprentice
ssnyderApprentice

Workflow Automator Emails Should Attach to Their TicketsClosed

We have workflow automators that send emails to our requesters with specific instructions; however, we do not see these in the associated request nor incident tickets. I can't imagine that this is a significant lift to attach these. Please let me know if you have any questions.

0
Apprentice
7 years ago
Apprentice
matt.parryApprentice

Disable the EXTREMELY annoying green notification pop-ups?Closed

Hi,To save our sanity on the Service Desk, please can there be an option to disable the green notification pop-ups.Red warning pop-ups are fine, these would be useful.  But the green pop-up have no use and just block access to the 'new' button.  They are extremely annoying and terrible use of the UI!e.g. I why do I need a message telling me login was successful when I can see that I have logged in successfully.  It's just stupid!Thanks,M.

1
7 years ago
Contributor
lochy.wraggContributor

Get details about change in data exportClosed

Hey,Can we get https://domain.freshservice.com/itil/analytic_reports to show reason for changes details inside the data export?We can get some details, but not all of them like these planning details?Regards,Lochy.

0
Contributor
7 years ago
Contributor
cs_19475Contributor

POOR CUSTOMER SERVICEClosed

Hello i have a ticket that already open for 3 days without any reply. This is already happen for the second time. Do people on freshdesk are reliable? If not, then i will move to zendesk or other software. Don't waste other people time. I'm already post 1 star on google play store. Soon my review will be uploaded on some online blog. Very dissappointed guys. Thank you

1
aravind.sundararajan
7 years ago
Apprentice
ssnyderApprentice

Report for Managing SolutionsClosed

We would like to have a report or dashboard created for aging solution articles and views.We want to know if our content is being viewed and ensure that as features change over time, that our article authors are keeping up with those articles.

1
7 years ago
Apprentice
credeApprentice

Tasks in a KANBAN boardClosed

I would love to be able to create tasks that are not linked to tickets. Having a Visual Task Board (Agile KANBAN board type deal) to be able to create personal Tasks and allocate them to agents would be great. The Visual Task Board should have its own module.ServiceNow has this feature and it would benefit me to have this in FreshService.I think tickets are great to track incidents and service requests but I'd like to be able to have a to-do list that I can work off for ad-hoc tasks that I need to do rather than using paper and pen. Also having colour codes I can use to flag the level of importance or the type task would be great.

1
7 years ago
Contributor
jacobi.zakrzewskiContributor

Forwarding TicketsClosed

Many times you may need to forward ticket information/threads outside of your support system to another person at your company or an outside entity in an easily consumable format.In Freshservice, there isn't a good way to do this will all the right information in an easily accessible format. The "best" solution so far has been to generate a public URL and then send that to another person. This has two issues 1) It's extra steps to generate a public URL and 2) That leaves your URL open and the security setting is set to allow/disallow logged in users for ALL public URLs. Freshservice does have a forward option, but this does not capture all the data within a ticket nor any of the relevant properties.Our current ticketing system does this well, and Freshservice should implement a similar feature. Screenshot example below showing the basics and the thread; I took two screenshots but you get the gist of it.

0
Contributor
7 years ago
Apprentice
jack.mccarlieApprentice

Bulk Edit Requester FieldsClosed

I have created a Requester Field drop down to define whether a Requester is "Internal" or "External". It would be really useful to be able to select the necessary requesters in the main requesters window, and then bulk edit the field. Would save a lot of time!

1
Apprentice
7 years ago
Contributor
sean_12667Contributor

Ability to use Customer Tags in Dispatch'rClosed

Ability to use Customer Tags in Dispatch'r would make auto assignment of tickets much easier.   I don't really understand what Customer Tags are for currently.  I cannot get them to trigger anything. 

5
Contributor
7 years ago
Apprentice
steve_thompsonApprentice

openID authentication supportClosed

Add support for openID authentication for things like Azure AD B2C

0
Apprentice
7 years ago
Contributor
servicedesk_13952Contributor

Office 365 - Push to OutlookClosed

Hi,I integrated Office 365 in Freshdesk to make the "push to Outlook" action available to me. At first this appears a really good function, but I noticed a couple things:- There is no way to change the formatting of the message and it's all in the same format. I included the placeholder "ticket description", but the initial message loses its formatting. So if someone receives a forwarded mail this way for example that consists of three previous mails, it's not easy to see where one begins and the next ends. Also, the used formatting is huge for no reason.- This action is only available as an observer rule, while it would also be handy as a supervisor rule since it allows people to choose between adding a private note or sending a reply that would be visible to the client.Anyone else have issues with the limitations of the "Push to Outlook" action?

0
Contributor
7 years ago
Apprentice
bfish_19413Apprentice

Use "Reporting Manager" in conditionClosed

In my workflows, I need to check the requestor's reporting manager.  Specifically, I need to catch when the requestor's reporting manager is NULL, otherwise the workflow will hang when I send out an approval email to the manager.

0
Apprentice
7 years ago
Apprentice
mikieg92Apprentice

Loaning out Multiple Assets in a Single TicketClosed

I was looking through some freshservice forums and I could not find anyway to allow requesters to request more than one device to loan out (example: if an employee needed to borrow multiple ipads). If there is some way I can allow requesters to request a number of assets in one ticket please let me know.

2
Apprentice
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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