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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
hunterbApprentice

Asset Database search bar inside of asset itemClosed

It would be helpful to move from one asset item to another to include the search bar on the asset database item, so we wouldn't have to go back to the main asset database to search for the next item.This would save a lot of time when we are doing quick updates, but not enough to do an import document

1
7 years ago
Contributor
johannes.dohmenContributor

mention send mails in ticket activitiesClosed

if the ticket system uses a mail from the mail templates and sends them to requester and / or agent, they will not be displayed in ticket activities. I want these activities to be listed too.

0
Contributor
7 years ago
Apprentice
support_15691Apprentice

Add the customer survery in your signatureClosed

If you enable the option to send a customer survery from Freshservice the customer recieves 2 emails when closing/solving the ticket.Is it possible to add the survery to your signature? so the customer does not get spammed with emails from us.Also im not using the other options because they are added at the bottom of your email conversation and might not be noticed by the customer since they have to extend the conversation to read it.

0
Apprentice
7 years ago
Apprentice
petrovApprentice

SLA Notification to assigned agentClosed

It would be very good for support performance that assigned agents will receive emails about SLA violations (first response and resolution time): now it is possible only to inform specific people.Now it is not any way to tune Freshdesk options for agents notifications: supervisor rules do not allow to get business hours metrics (our SLA policy built in business hours).Please add agent notification option in SLA policy to inform assigned agent about SLA violations (when SLA time violated for example).

5
aravind.sundararajan
7 years ago
Contributor
cmarriottContributor

Add the Huddle feature to Problems and ChangesClosed

Hi Folks,Would find it really beneficial to have the huddle collaboration feature added to problems and changes, this would help us move towards an entirely digitised CAB.Also beneficial for problem management too.I know that both sections have a notes section but it's not really front and centre and folks sometimes miss them.

1
Contributor
7 years ago
Contributor
johannes.dohmenContributor

Workflow Automator Event can be performed by any agend except meClosed

To limit the mail flood, it would help us to perform actions only if the event was executed by another user because we want to be informed by mail at every status update

0
Contributor
7 years ago
Apprentice
karthikeyan.mpApprentice

Modify install button in Custom installation pageClosed

Is there any customization which can be applied to the default "Install" button in the custom installation page ? Such as changing its display name to "Next" until the user reaches the last stage of the setup. Or to remove it completely until custom validation is done.Regards,Karthikeyan M

1
7 years ago
Apprentice
danaApprentice

When will Freshservice support DKIM for outgoing email?Closed

I see that Freshdesk supports this already, but with Freshservice we are stuck having to subscribe to the Estate plan so that we can use own own mail servers to deliver email in order for messages to be delivered to Office 365 recipients reliably. Please add DKIM option to Freshservice as well. Thanks Dana

16
Apprentice
7 years ago
Apprentice
bryan.hornbergerApprentice

Add Notes to TasksClosed

Many times it makes sense to leave a note on a task rather than a ticket due to task vs ticket assignment. A feature like this could greatly help with On-Boarding or Off-Boarding tickets where there are 20+ tasks associated all assigned to different users.

1
7 years ago
Apprentice
alexanderwilliamson221Apprentice

reported via phoneClosed

reported via phone 

0
Apprentice
7 years ago
Apprentice
khiem.lethien.extApprentice

Ticket Reporting/Search - Ticket created by a specific group or agentClosed

Hello,We just started to roll out FreshserviceWe would like to report on the number of ticket created by a specific groupWe need this kind of KPI for billing purpose, specifically for external partnerAt first, it seems that it is possible to search by requestor, but not by creatorIs it something we missed or is it a missing features ?Thanks

0
Apprentice
7 years ago
Contributor
kylaContributor

Please make WorkflowMax app compatible with the new Mint interfaceClosed

Please make the Workflowmax app compatible with the new Mint interface

10
7 years ago
Apprentice
jusmithApprentice

Re-usable Custom Fields in CatalogClosed

Very frustrating to have to re-create these. The best solution would be have these fields sync over from Form Fields but if that is too intensive, at minimum make them a quick select from the Catalog builder. 

0
Apprentice
7 years ago
Contributor
ttubbsContributor

Set Default Department/Company if Contact associated to multiple Departments/CompaniesClosed

We have several Contacts/Requesters in Freshservice that are associated with multiple Departments/Companies.When one of these Contacts/Requesters email into us, the email is automatically associated with the first company in the list of associated companies. This is inaccurate and causes confusion with both the customer and our agents.To resolve this issue, it would be nice to be able to set a "default" department/company for contacts. This would allow the default company to automatically be selected when:- a contact emails us- a contact is creating a ticket in the customer portal- an agent is creating a ticket in the agent portal

1
7 years ago
Contributor
freshdesk_18321Contributor

custom automation rulesClosed

Is it possible to define custom automation rules via the developer API?

0
Contributor
7 years ago
Contributor
jeff.brownContributor

Scope to Group: GeneralClosed

Thought i'd put this all in one  request. Would like to see the ability across the platform to scope more things to groups. examples:- Surveys- Side bar apps in ticket view- Analytic reportsJust to name a few. Basically, the ability to better customize agent experience by group. For example, we build a Jamf Asset sidebar app for our IT team. They are the only ones that need to see that app in a ticket, but ALL groups see it (our legal team, travel, facilities, security etc.... all teams on the platform see it and they dont need to)Surveys: https://support.freshservice.com/support/discussions/topics/326963- Analytics: we have some teams that are power users of this section and it makes for a cluttered space for all agents groups. - Scope service items to an Agent group: all the time we make new service items and want to either test it live on the service portal and/or demo it to the agents that it is for, all without fully publishing. The hack we use right now is a requester group , but that still shows for ALL agents on the platform and ALL admins. Ability to scope to agent group would allow us to test before publishing live in the portal for a real world experience AND demo items to stakeholder agents. The list goes on. I think the ability cross platform to scope to agents groups on features is a huge win for freshservice. 

0
Contributor
7 years ago
Contributor
michael.viselliContributor

Wildcards for Workflow ValidationClosed

I'd like to be able to use "wildcards" for conditions in Workflows, specifically when referring to "Requester Title." What's interesting is that the default workflow for "Approvals" came with its own placeholder "CEO" which is not in our list. However, when I replaced it with any other title that isn't in our system, it won't let me.Specific use-case: In our company, we have more VPs than... anybody. So I'd like to be able to say "If a VP" then "auto-approve" or something like that. However, I can't use "VP" as a wildcard to trigger all of the VPs in the company:

0
Contributor
7 years ago
Apprentice
david.stephensonApprentice

Conditional Fields in Service CatalogClosed

We'd like the ability to add conditional fields to our Service CatalogFor example:Q: Does the user need this feature?A: (Drop Down)Yes (displays the "Next question" fieldNo (hides the "Next question" field

3
Apprentice
7 years ago
Contributor
jeff.brownContributor

Scope Customer Satisfaction Survey by Agent groupClosed

Current Behaviour:- enabling surveys and the sending rules applies to all groups- This means groups that dont want to send surveys will have to or vice versa. Requested behaviour:- Create a custom survey- Scope to a specific agent group- allow the sending rules to apply only to that groupExample Scenario:- Agent group IT Specialists sets status of an IT ticket to closed- Specific IT customer satisfaction survey gets sent to requester automatically Meanwhile, - Agent group Facilities wants to only manually send surveys when they close the ticket and have their own wording in the surveyFinally,- The HR team doesnt want to ever use surveys automatically or manually. to accomplish the above, we would need the ability to scope surveys and survey rules by Agent group. 

0
Contributor
7 years ago
Contributor
mberlowitzContributor

Edit the ticket Subject field upon replyingClosed

 Currently we are seeing the need for a possible feature that would allow an agent to alter the subject line upon replying to a customer.As a specific example, we have tickets that we make and assign to requestors based off of phone conversations. We normally use a subject of "companyname - Issue synopsis." In some of these tickets, we may be looking at communicating different sets of information to the requester and different groups of CC'd individuals. Most commonly, we must indicate to the requestor and one specific individual that an account is configured with a specific setup. Then we have to reply to the same requestor but a different individual about a similar but different account setup. All of this must be captured in one ticket. Right now, we have to edit the subject using the edit option so that when replying it contains a subject of "Companyname - Accountname setup."This is a tedious process that could be simplified if there was an option that allowed an agent to check a box, and then it opens the ability to alter the subject line of the email being sent out. (it would be even better if it didn't actually alter the subjects of the ticket.)I imagine we are not the only company that would benefit from the ability to edit the subject line from the reply itself.

4
7 years ago
Apprentice
fatima.gossartApprentice

Easily add a choice to a dropdown boxClosed

Easily add a choice to a drop-down list especially when this needs to be done alphabetically. Need: Have a dropdown field that makes use of a single list of choices to maintain and no longer have to complete form by form. The forms will make reference to this single list to be updated. Objective: administrative gain in terms of maintenance / ease of updating Example, in our case, every time we add a site we must review and update 80 forms.

1
Apprentice
7 years ago
Contributor
nghoshContributor

Folders should be viewed by 2 user groupsClosed

We have instance where we have multiple products and we want to organize our articles associated to those products. We figured out we can show Folders to different user groupsAll, Logged in users, Companies, and AgentsWe want to keep certain folders private and only show up when a user is a part of a certain company. The issue we're running into is that agents are not allowed to be contact in companies and so we're losing functionality and forced to duplicate information in multiple products. 

0
Contributor
7 years ago
Contributor
jgaltContributor

Change ticket type in "EDIT" panel for ticketsClosed

It would be great to be able to have a field in the edit window to change the ticket type, almost everything else is there. 

2
7 years ago
Contributor
dennisContributor

Realtime online visitor updates through chatClosed

Love to see something simular like Zopim.In the visitor overview a realtime overview of active visitor and the pages they are on.Eventualy including referrer.

3
7 years ago
Contributor
rusty.wilsonContributor

Customer Records Should Include Create Date and Last Login DateClosed

The Customer record should include:Date CreatedLast LoginThe use cases are simple (and very common): Recognize customer loyalty (date created) Recognize inactive customers to try and win them back or purge them

6
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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