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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
tiele.declercqContributor

Mobile App - Scan serial number barcodeClosed

When scanning the barcode in the mobile app it searches only in the asset tag. Our CMDB is filled with deviced by our SCCM and contains serial numbers.. in the serial number field.When scanning an item it should not only search the asset tag field but it should include the serial number. Currently it's kinda useless for us...  or we would have to manually copy 1000 serial numbers to asset tag.

3
Contributor
7 years ago
Apprentice
thomasmarplesApprentice

Re Occuring TicketsClosed

It would be great if there was a feature to schedule reoccuring tickets, i.e. for scheduled maintenance every x months/ weeksThis way scheduled activity can be put into an agents workflow and statistics for activity and work levels will not be reduced for routine maintenance.Can we get this soon? I have seen a few people request this

11
7 years ago
Apprentice
song_zhengApprentice

It automatically put our own support email in CC field every time i tried to reply a ticket.Closed

That's really annoying coz i have to manually click the 'Clear' button to get rid of it, Otherwise, I will receive a new ticket.How do we set it up to avoid freshdesk automatically involve support email address in CC field?

0
Apprentice
7 years ago
Contributor
jacobi.zakrzewskiContributor

Zoom Enhancement - ChatClosed

While there is a Zoom integration with Freshservice, it would be nice to have a Freshservice Bot similar to how the Teams integration is being built.I envision setting up workflows or rules to trigger when X happens (ticket with a certain urgency, requester is the CEO, etc.) then send an IM in Zoom to the appropriate agent/group with a notice and a link to the ticket. 

0
Contributor
7 years ago
Contributor
leigh.websterContributor

Custom field - Dynamic List (populated based on active employees / users)Closed

Use Case: On a 'New Hire' request type, we want to be able to select the supervisor for the new employee.To take this to the next level, it would be great if the list had the ability to include/exclude certain users. E.g we wouldn't want to include our customers in this list. So perhaps if there's a way to say only people that have an email address with @domain.xyz should be included in the list.

1
Contributor
7 years ago
Apprentice
bfish_19413Apprentice

Service Catalog Multi Language SupportClosed

The Service Catalog should support multiple languages for service catalog items and service categories.  Half of our organization speaks a language other than English, so they will be unable to utilize the service catalog.We could build separate objects for each language which is significantly more difficult to maintain and would make it much harder for our users to find what they are looking for.

0
Apprentice
7 years ago
Apprentice
grantpattenApprentice

Quickbase IntegrationClosed

My company uses Freshdesk for our ticketing system and Quickbase to maintain our CMDB.  It would be great if there were a way to input a serial number for a new ticket, query Quickbase for the information on the device and auto-populate the ticket fields if the serial number is correct.  Is anybody doing this with any external CMDB?  Is this something that can be done?Thanks,Grant

0
Apprentice
7 years ago
Contributor
it_14069Contributor

Unable to edit ContractsClosed

I'm not sure if I'm missing something here, but there seems to be no way of editing a Software Contract. The only options I have are Delete and Terminate.I've posted here as this has to be an error rather than a feature request, surely?

11
Contributor
7 years ago
Contributor
dmillsContributor

Rack management functionalityClosed

Right now you can create Racks as assets and manually list number of available Us then associate Servers, Switches etc with them to show what belongs to which rack. But we would like more thorough management so that we can say specify the Server U size and rack location and have that automatically decrement from the number of Us available and show the specific location of the device in the rack. Even better would be the ability to have a graphical view of the rack or racks for locating and planning. We have added custom fields to track the rack location but as I said it is a manual process to track available space in each rack.An example of something we would like is the rack management functions of phpipam https://phpipam.net/ or https://www.racktables.org/ or the countless. We would either like native support or integration with tool(s) like that so we don't have to manually track assests in multiple apps.

0
Contributor
7 years ago
Contributor
len.smithContributor

Allow Rules to Email Recipients who are not AgentsClosed

We have use cases that call for us to send out an alert by email when a particular Support Case is opened.  The recipients of this email need to be made aware that a case was opened, but they have no need for an agent account and it's an unnecessary expense to consume an agent license simply for the purpose of being able to email someone.Therefore, I am requesting that FreshDesk enhance the rules engine to include the ability to email a recipient without the need for that recipient to also be an agent.  

1
7 years ago
Apprentice
dmiralpeixApprentice

Cant get in contact with freshdesk agentsClosed

Im getting a biiling issue in my freshdesk helpdesk but cant get in contact with anyone from freshdesk. Didnt answer my previous tickets and not answering my calls.Please get in contact with meThank you

1
7 years ago
Apprentice
nathan.deweeseApprentice

List View for ProjectsClosed

Listed below are the three core feature additions that our team feels are essential to improving on the freshservice projects platform:a list view - this alone would be an incredible additionthe ability to create custom categories (see attached)filter projects by category, agent assigned, group assigned, date created, last note added etc.(See attached screenshot taken from a 3rd party Project Management solution that we have tested which includes these features.)Presently, the most appealing feature of freshservice projects is that it is integrated as a part of our ticketing platform. We also appreciate the depth that freshservice projects has on an individual project basis, but there are some things lacking in the accessibility and organization department. Our team has gone out of our way to look at additional Project Management software/solutions to capitalize on some of the features we feel the project page is lacking. Primarily, the lack filtering options and categorization on the project page makes the current grid view hard to navigate. While the addition of a list view would be preferred, implementing more filtering options in addition to All Projects, My Projects, Completed and Archived would make the project page much more appealing and easier to navigate. 

0
Apprentice
7 years ago
Contributor
jens.hartmannContributor

Service Catalog: Data Fields validationClosed

It would be great to add data validation to specific fields so we can check the user input prior the SR is raised. Only numbers are not enough for complex SR.

0
Contributor
7 years ago
Apprentice
bdregerApprentice

Provide History / Audit Trail of Email NotificationsClosed

It would be helpful for an agent to be able to view an audit trail of email notifications within a ticket to positively identify whether a notification went out, to whom and when as well as view the content of the email notification.

3
7 years ago
Apprentice
lmk009Apprentice

Business hours in the Supervisor rules.Closed

I really like the business vs calendar hours for the SLAs. It would be very useful to have business hours for the supervisor rules as well. Specifically, rules that automatically close tickets after they've been resolved for so many hours. Currently without the business rules, this is inefficient because it will count weekends and/or non-business hours. I would like to set my auto-close rule to 3 days, but that causes problems for tickets resolved on Wed/Thurs/Fri. I've set my auto-close rule to 168 hours (7 days) to make sure that tickets don't get closed over the weekend but 7 days just seems excessive.

38
7 years ago
Apprentice
travailenligne7Apprentice

freshcallerClosed

my fresh caller is not working

0
Apprentice
7 years ago
Apprentice
racheal.hitchcockApprentice

ImagesClosed

We are in the process of creating our service catalogue and wanted to use some of the images that were already set up on some of the templates, is there a location of where these images are stored?

1
Apprentice
7 years ago
Apprentice
jeff_18923Apprentice

Company Location FieldClosed

We are currently running in MSP mode with many clients (companies) that all have numerous sites.  We found and were told by support that the only workaround currently is to create a custom field for the tickets for "Client Site".  While this works for now it's not a very practical solution as that field is not really used anywhere in the system.  And it's a list that needs to be manually updated for tickets, problems, changes, etc. all separately.Ideally we would like for "Companies" to have their own field for Locations/Sites that would actually be integrated into the system rather than a custom field that needs to be maintained on its own.Would this feature be possible? There are already location fields, but they seem very limited and related specifically to assets which is not as useful as having a location field that relates directly to companies.Thanks!

0
Apprentice
7 years ago
Apprentice
hannes.vorholzApprentice

Contacts - Dropdown FilterClosed

Hello Freshservice Team, it would be helpfull to get some more Filters on the contract panel. (/cmdb/contracts)Especially one for "Draft Contracts" would be nice!Thanks

1
Apprentice
7 years ago
Apprentice
barnaby.boothApprentice

Zero cost or F.O.C. contractsClosed

When creating a contract it requires a positive cost, so I cannot enter contracts that have zero cost.

1
7 years ago
Contributor
dawson.jContributor

Contracts Module and WorkflowClosed

Any thought to adding workflow to the contracts module.  In our case we have one business unit or person "approving" the contract and another processing "the purchase/payment".  Short of having workflow for contracts, having the ability to convert an approved contract to Service Request would really help out.

1
Contributor
7 years ago
Apprentice
jhiggins_16730Apprentice

Contracts Management Sort/OrderingClosed

Unless I'm missing something, there doesn't appear to be a way to sort the contracts in the Contracts Management page.  I'd like to be able to sort by expiration. 

3
Apprentice
7 years ago
Apprentice
tylorApprentice

Searching TicketsClosed

Hello, When clicking on the magnifying to search for tickets it just doesn't work well. I personally do not understand the priority of how the search works. Case and point, I ask a customer for a ticket number they're referencing, they tell it to me. I then type it in, but the preview doesn't show the actual ticket number in the top three, it shows three unrelated tickets which may contain that number because of a similar phone number or other reasons. Rather I have to view all and scroll to the bottom of the list to see it.This process just doesn't make sense to me.My questions is, why isn't the search first tailored to searching for ticket numbers first prior to content. This is such a waste of time to have to view more to then scroll to the bottom just to go to the ticket I want to view.

0
Apprentice
7 years ago
Apprentice
michael.bischoferApprentice

Relationship Map ImprovementsClosed

Would it be possible to add custom color to specific relations?- On complex asset maps this would help a lot to distinguish the type of relationsWould it also be possible to enable more or even custom icons (same size) for asset types? - Currently all types of assets look  the same except of the small icon in the front which is  only different for standard asset types. 

1
7 years ago
Contributor
mindreyContributor

View time entry totals in a Mint ticketClosed

In the old interface, we were able to easily see the total time entries submitted for a ticket at the top of the Time Logs section.  This feature has been taken away in Mint and we now have to manually calculate the total time used for a ticket.  Would like to request that this feature be put in to the Mint interface as well.

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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