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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
jacobi.zakrzewskiContributor

Service Request Attachment Upload - Approval ViewClosed

Hi,There doesn't seem to be an ability for an approval person to see attachments within the approval URL of a service request. We have the option to attach the documents to the approval email, but that negates the purpose of uploading the documents in the first place; it is already hosted and should be viewable from the approval URL screen.Thanks,Jacobi

1
7 years ago
Apprentice
keberry13Apprentice

Adding Company Logo GIF in SignatureClosed

My company use to be able to put our company logo which was a GIF in Outlook. This feature is not available in Fresh Service. Can this feature be implemented in the future? It helps make the email pop and look a lot more professional.

0
Apprentice
7 years ago
Apprentice
ash22automotivesApprentice

bulk update of user informationClosed

Team, Is there a way to bulk edit/update the user properties like Reporting Manager for a set of users from the UI?Like, Select the users from list view >> Edit the users >> Update the Reporting Manager for these users?

1
7 years ago
Contributor
romanpContributor

Ability to Customize Ticket Source List ItemsClosed

Currently the dropdown for the source of the ticket is limited to what is hard coded. It would be extremely beneficial to allow this list to be customized. For example, if Freshservice is being used for an internal helpdesk, we need the ability to add things like walk-in or verbal ticket sources, instead of just Chat, or Phone, etc. 

49
jim.smith
7 years ago
Apprentice
jmitchellApprentice

Ability to reorder Additional Items in Service Catalog creationsClosed

We are using a Service Catalog item for on-boarding new users.  In the Additional Items section I can easily add which other service items I'd like to be available so that tickets will auto generate as they are selected.  However, the items appear to be added in no particular order.  It would be helpful to be able to move these fields around in the order we would like them to appear.  This will also make going through each of these items easier for those who will be filling out the on-boarding Service Catalog item as they request it.

8
Apprentice
7 years ago
Contributor
cmoyerContributor

More formatting options to the WYSIWYG editorClosed

Currently there's no easy way to increase the font size, do headers, or have any sort of code formatting for Forums, solutions, etc. All of them use this WYSIWYG editor that is very lacking in features.A markup language would also solve my issues if the WYSIWYG editor can't be easily improved on.

64
7 years ago
Contributor
servicedesk_13952Contributor

Thank you detector - standard phrasesClosed

Hi,I just got a mail about the new Thank you detector. In general this looks great, but there's a few standard phrases in Dutch and French that cause problems. Such as "Merci d'avance pour ton aide", which is the same as "thanks in advance for your help" in English. The thank you detector only detects the thank you, but not the idiomatic sense of the phrase.Will the detector learn of few of these standard phrases? Or do we need to come up with an observer rule to open up these tickets?Best regards,Yaisa

3
7 years ago
Contributor
adam_18378Contributor

Integrating Azure DevOps with FreshdeskClosed

Hi There,I know that Freshdesk has created an app to integrate JIRA into Freshdesk (see https://support.freshdesk.com/support/solutions/articles/5963-the-jira-app)I was wondering if it would be possible to build a similar integration for Azure DevOps. Alternatively, is the source code for the JIRA app available somewhere to serve as a starting point to develop an integration to Azure DevOps?Thanks,Adam Stiskala

2
7 years ago
Contributor
s.de.jongContributor

Additions for the Analytics moduleClosed

glad to see the analytics module live, but i have a few improvements already.Its not possible to export to XLS directly, and when scheduled only PDF is available. would be nice if the xls function comes back.Its not possible to change/edit the colors of the graphs. sometime you want a specific graph to pop out a bit, but now they all look the same.for a better view on what happens year round, a lot of our current reports show the data of the previous year(s) as well. this is easy to do trend analysis with. at the moment, when creating a widget to show tickets since 2017 it adds up the tickets for January 2017 and 2018. sow the first few months in this overview look very busy.it would be nice to create an widget with a line graph that show in 2 lines the amount of ticket received by an group and resolved. to easily see the performance of a group based in throughput of ticket. now i need to create 2 widgets for this.

1
Contributor
7 years ago
Contributor
leigh.websterContributor

Workflow Enhancements - Sequentially Create TasksClosed

Use Case: Rather than creating all tasks at once, have the ability to create tasks sequentially. Once task 1 has been marked as completed, then create task 2, etc.

3
sundararajan.srinivasan
7 years ago
Contributor
servicedesk_13952Contributor

Customer satisfaction as an actionClosed

Hi,I was setting up an observer rule that customers should receive a notification that their ticket was closed except when it is tagged as "merged".As it is now however, those same clients would still receive a customer satisfaction survey for both parts of their merged tickets. It would be great if I could add sending out the survey as a second action. That way the clients only get it once.

2
Contributor
7 years ago
Apprentice
boney.scindiaApprentice

Auto change value of a ticket property based on selection of previous propertyClosed

How do I change the value of a ticket property based on the selection of previous property?So if Property2 has 2 values, OptionA and OptionB, and the user OptionB, I want the value of Property5 to be set to something from the options.How do I achieve this?

1
7 years ago
Contributor
scottsContributor

Markup that allows for "agent-only" information in solution/kb articleClosed

Something that would really be helpful for us is the ability to add internal-only content on an externally-facing solution/kb article.It would function similar to a "teacher's guide" version of a textbook, as an example. It could provide additional behind-the-scenes information about the "why" that's the solution/workaround we're giving or some other additional, confidential information about it.The simplest way I can think of to implement that is some additional markup like[agent]This can only be viewed by a logged-in agent![/agent]that can be used in the WYSIWYG editor.

0
Contributor
7 years ago
Contributor
johannes.dohmenContributor

system reply templateClosed

we would need a placeholder, which returns he user, which is logged in, because very often we reply to a ticket, which is not assigned directly to us. so, we would use the placeholder for the logged-in agend instead of he "assigned user"-placeholder

0
Contributor
7 years ago
Contributor
mcarlinContributor

Task ViewClosed

Can we get a view to see all tasks in the same plane as tickets?  When a ticket is generated with unassigned tasks people dont know they are unassigned unless the ticket is open.  I would like to see a TASK view. 

2
Contributor
7 years ago
Contributor
lbarclayContributor

When merging tickets, public notes from merged ticket should be public on primary ticketClosed

 When merging two tickets, if an entry is public in the ticket being merged, it should be public on the primary ticket as well.  Why would it need to be private if it was a public entry in the first place.  Sure, it can be copied, but when there are also a bunch of attachments, it's a real pain to have to save those all off individually, create a new public note, add all of the attachments, then delete the original private note.

2
7 years ago
Contributor
servicedesk_13952Contributor

Annotating images in textClosed

Hi,It's great that we can annotate attached images, but I usually insert all images in the text as it makes the steps clearer. Could the annotation option also be made available for images in the text? 

0
Contributor
7 years ago
Contributor
leigh.websterContributor

Date field on service request to populate team calendarClosed

On a service request like Employee Offboarding, you normally have a date field for the last day the employee will be working. It would be great if you could have this date field populate into the team calendar. This would allow you to have a single calendar to show all the upcoming leavers, new starters, etc.

0
Contributor
7 years ago
Apprentice
bfish_19413Apprentice

UI - Expand Ticket List information display areaClosed

The (very helpful) ticket information panel in the Ticket list view should be widened or allow the user to set the "column width" of that area so that the "Assign to" field can be viewed without hovering over it.  On the PC view, there is plenty of room and would make the ticket screen a lot more useful to see to whom each ticket is assigned.In the example below, if I have two agents named "Justin" I couldn't tell from looking at the list to whom each ticket is assigned without hovering/clicking:If the information area was expanded, it could look something like this instead:

1
sundararajan.srinivasan
7 years ago
Apprentice
wallenApprentice

Better API Support for service requestsClosed

Can we get the ability to see the requested services in a service request through the API?

0
Apprentice
7 years ago
Contributor
hseronContributor

Importing AD groups membersClosed

Hi,I want to import into Fresh Service some of our users that are part of an specific security group in AD. Can this be done using Probe?We have a group called Fresh Service and will add on it only users that will have access to Fresh service as requester, and not everybody is getting the access.Thanks.

0
Contributor
7 years ago
Apprentice
bstearnsApprentice

How to develop for a external appClosed

I would like to develop a external app, however it seems to develop such an app the app needs to be approved first however to be approved I need examples on how the app integrates with freshworks suite. I am confused on the process as I have already tried submiting a external app but was promptly denied as the email told me what the application was missing however it is impossible to satisfy those requirements if I am unable to develop the connection between my app and freshworks.

0
Apprentice
7 years ago
Contributor
mindreyContributor

Lose time entry data when click off frameClosed

Does it annoy anyone else when you're inputting data and notes into a time entry window/frame and accidentally click off the frame that the frame will then disappear causing you to lose all your data?  I think that before we switched to Mint, if this happened, it would still remember your data if you clicked on Log Time again.  But now, it appears to just erase it, requiring you to start all over again.

0
Contributor
7 years ago
Contributor
longc85Contributor

Change Request ad-hoc approvalsClosed

We are looking for a way to gain an approval from someone who is not in a CAB. This ad-hoc method of gaining approvals will be beneficial in certain situations when, non standard change request are made for a single associate or a particular "tester" 

2
Contributor
7 years ago
Apprentice
kristianApprentice

Add Ticket URL to Forwarded TicketClosed

What is the best way to have FD automatically add the URL of the particular ticket when an agent FORWARDS a ticket to an external email address?I.e. Agent is forwarding ticket to Leadership but the forwarded email does not contain neither the ticket number nor a direct link (URL) to the ticket.Thanks

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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