Skip to main content

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

Filter by idea status

Filter by product

8947 Ideas

Back to top of the list
Contributor
ashrafhzContributor

Help to upvote Integromat integration with FreshserviceClosed

Hi FS community (users and FS team alike),Not sure if this is the right place to do this, but would like your support to upvote "Freshservice" as a new integration in Integromat (a Zapier-like service).Please upvote here: https://www.integromat.com/en/requests/new-app-requests/p/freshservice-1Rationale:- There is an existing Freshdesk integration available, so it would make sense to do for Freshservice as well (https://www.integromat.com/en/integrations/freshdesk)- Integromat eliminates the need for a self hosted middleware to run actions external to Freshservice's workflow automator- Integromat has a large number of useful integrations available like Telegram, file/email attachment manipulation, powerful parsing capabilities (e.g JSON) and error handlingThanks!Regards,Ashraf

0
Contributor
7 years ago
Apprentice
gozdenekApprentice

The Reply Editor Should Have Indentation optionClosed

Hi,One of the basic features that Reply editor and even this message editor do not have is text indentation.I need to indent text and I have to put spaces in front to do so. Sometimes the spaces get removed so that is not the best solution either.Please add Indentation feature to your HTML editor.Thanks,Zdenek

0
Apprentice
7 years ago
Apprentice
barnaby.boothApprentice

Asset Management (Consumables)Closed

it would be useful to be able to manage consumables through the asset management and have the quantity "in stock" update as they are used up by service requests which could then be used as a way of providing re-order instructions.for examplewe have 2 Black Toner cartridges in stock, service request is raised to replace one in a printer, which then auto updates the quantity in stock on closure  to 1.1 in stock is the re-order point, so an alert (or maybe if you have a specific supplier an auto order) is raised so that action to re-order can be taken so that you never have less than a minimum stock, and never hold too many of a particular item.

1
7 years ago
Contributor
prithi.pillayContributor

Bulk task managementClosed

It would be useful to have functionality to bulk update tasks assigned to a ticketAs an example, we have scenarios which create a number of tasks. Once the tasks are created, the agent has to go into each task individually and update the assigned to, due dates.If would be useful to be able to select some or all the tasks and update these details in one step.

0
Contributor
7 years ago
Apprentice
mkuzmiczApprentice

contract expirationClosed

Hello,How does one manage contracts when you don't have a reporting feature?  No way of knowing when things expire?  You can't even hit the date button to organize by date.WeirdYes, I know I can get alerts.  To get prepare for budgets, you can do anything.

1
7 years ago
Contributor
wilContributor

Search term in autocomplete results for Google AnalyticsClosed

Autocomplete search on the customer portal is a great feature however using this can stop data from being passed to Google Analytics. We need the autocomplete results to include the search term within the link URL. Example:   Current HTML <li class="article-item ui-menu-item" id="ui-id-32" tabindex="-1"><a href="/support/solutions/articles/14000027079-sales-"><span class="match">Sales</span> </a> <span class="label label-small label-light">Reporting</span></li> Updated HTML <li class="article-item ui-menu-item" id="ui-id-32" tabindex="-1"><a href="/support/solutions/articles/14000027079-sales-?term=sales"><span class="match">Sales</span> </a> <span class="label label-small label-light">Reporting</span></li>  

3
7 years ago
Apprentice
cohearnApprentice

Logmein Central integrationClosed

We need Logmein Central not rescue integration with Freshdesk. 

2
7 years ago
Apprentice
it_19100Apprentice

Create an agentClosed

 I have the free plan of it, but i want to create an agent for just create and follow the tickets, but not for edit, solve or something like thatthis is possible??let me know pleasethank you

1
7 years ago
Apprentice
alexkApprentice

Jira plus plugin installation error.Closed

Trying to install JIRA plus plugin into our Freshdesk.The installation is giving me the following error:Webhook Registration failed! You do not have permission to create Webhookhttps://i.imgur.com/WSfFiv7.pngWhere should I get necessary permissions from exactly?

1
7 years ago
Contributor
psawyerContributor

[META] - EVERY FEATURE REQUEST NEEDS TO BE REVIEWEDClosed

Every feature request in the forums should be reviewed and dispositioned by Freshworks staff.

0
Contributor
7 years ago
Apprentice
jandrewsApprentice

Project backlogClosed

I'd like the ability to create a project backlog. Maybe just an additional drop down on the projects list with the ability to create a new project with a check box that marks the project for the backlog and omits the need to enter dates.

1
7 years ago
Apprentice
matteastApprentice

Capture customer kbase search so we can better meet their needsClosed

We currently have Freshdesk and really like it. I was asked yesterday by management if Freshdesk was capturing what customers searched for in our kbase. So we would know what areas we may need to create more articles for.If we can better know what our customers are searching for we can better meet their needs.

2
7 years ago
Apprentice
alexis_19121Apprentice

Freshdesk + freshtalent integrationClosed

Hi everyone! I'm curious about if there's any planned or existing integration possibilies for freshdesk and freshtalent. We get a lot of inquiries about possible remote roles or internships, and I'd love to be able to move these people to our pipelines in Freshtalent as they reach out through the generic support form on our site. Thanks! 

0
Apprentice
7 years ago
Contributor
leigh.websterContributor

Workflow Enhancement - Email departing users a list of their assigned assets to returnClosed

Use Case: When a specific request type has been raised (E.g. Offboarding), send an email to the employee listing all the assets currently assigned to them.

0
Contributor
7 years ago
Apprentice
robert.johnenApprentice

Due date doesn't change after status changeClosed

Hey there,we have created a new ticket status with activated SLA Timer. If the customer replies the status switch's to open, but doesn't change the old due time. The due time stays with the other status set time.How can i make the configuration, that tickets after they aut. changed status also take the new due time? So old du date changes in status open aut. it's due time to today?Thanks for your help

2
Apprentice
7 years ago
Apprentice
webbyApprentice

Let's Encrypt or other free SSL integrationClosed

 $180 a year per SSL certificate is a complete rip-off in this day and age. Please integrate a free SSL provider or allow 3rd party SSL certificates to be added to custom portals.

2
Apprentice
7 years ago
Apprentice
hunterbApprentice

Shared Field Category - Controlling what is requiredClosed

I would like to have the ability of choosing what items are required in the Shared field category, between just sometimes only needing level 1 but depending on the choice in level 1 that I could require 2 and 3

0
Apprentice
7 years ago
Apprentice
mduckworthApprentice

Non-Profit PricingClosed

Does anyone know how to reach Freshdesk to discuss non-profit pricing?  I tried the listed phone number in San Mateo, CA, but it is answered by voicemail and the mailbox is full!Thanks!

0
Apprentice
7 years ago
Apprentice
sgartnerApprentice

Why do I have to know the user's group to assign them?Closed

I think it's really annoying to have to know the group of an agent to assign them a ticket.  I should be able to simply start typing the agents name and be presented with a list of the groups for that agent and allowed to pick one.  If I don't know the group, I have to select each group in turn, then search for the user, then move on to the next group.

0
Apprentice
7 years ago
Contributor
len.smithContributor

Support Auto-Following a Forum / Support "Notify all Contacts" for a Topic PostingClosed

We have certain forums that are designed to provide our customers with alerts on critical issues such as Service Health or Announcements, however, customers must opt-in and this means that most customers simply won't take the time to do that.  This undercuts the value of the Forum.I suggest that there be an option in a Forum where any changes to that Forum would generate an announcement to any contact in FD.  To help manage this, we'd also need some type of flag on the Contact Record where we can exclude a given contact from auto-following forums.Another option would be when posting a Topic an Agent can toggle a switch which would allow all contacts to be notified of the Topic's posting.  This should be limited to only Agents.

0
Contributor
7 years ago
Contributor
houston_vargasContributor

Internal Agent in Rules (no event performing agent parameter)Closed

 Unable to choose event performing agent for internal agent under rules option.

8
aravind.sundararajan
7 years ago
Contributor
kkhalilContributor

Notifications in FreshServiceClosed

I feel like there's a missed opportunity with notification in FreshService.In the mobile app, I have an option of viewing a stream of activity on just my tickets, shown here: The only option similar to this in the browser version of FreshService is the "Recent Activity" section, but that unfortunately shows information for everyone, not just things relevant to myself, shown below: The other thing about the "Recent Activity" screen is that it shows ALL interactions with tickets, not just ones I need to act upon. For example, I don't need to know that I submitted a ticket. I know that I did that, because I did it. I need to know when a requester submits a ticket and it's assigned to me, or one of my tickets gets reopened.Is there any way to bring the way that the FreshService mobile app handles notifications into the browser experience?Thanks

18
Contributor
7 years ago
Contributor
jmerwin_18210Contributor

Live chat on portalClosed

I would like to add a live chat option to my freshservice portal. Any ideas?

7
7 years ago
Apprentice
brian_19002Apprentice

Sort by 'Resolve By' dateClosed

The Agents in my company need to sort tickets by "RESOLVE BY" date.  The only sort options in ticket list view are: Date Created, Priority, Status,  and Last Modified.Does anyone have a solution to this in the Blossom plan?Many thanks!

0
Apprentice
7 years ago
Contributor
cwilkinsContributor

Using Wildcards in Dispatcher rulesClosed

It would be nice to be able to add wildcards to dispatcher rules.    My thought was to help with the ability to setup a 'default template' for all tickets as they arrive.I created a support ticket for this and it was suggested that I post it here.In the interim, I have found a solution to setting most of the fields that I needed.    For our 'type' field, I simply reordered the available types so the top one was my default.   I then created a rule for all email going to our default email (tech@domain.com) and have it so all emails 'To' that address now have the Group & Agent set.

3
7 years ago
Show more discussion threads

Filter by product

  • All products
  • Freshservice
  • Freshservice IT Asset Management
  • FireHydrant
  • Freshdesk
  • Freshdesk Omni
  • Freshcaller
  • Freshchat
  • Freshmarketer
  • Freshsuccess
  • Freshteam
  • Freshsales
  • Freshworks Neo

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.

Terms of UseAccessibility statement