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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
jere.vekkaApprentice

Removal of default Asset TypesClosed

We dont need the default Asset Types on freshservice and it just make it more complex to our users. Is it possible to users to option to remove them? And when you remove them, please fix it so new (custom) asset types appear in products.

28
Apprentice
7 years ago
Contributor
junior.hemelaerContributor

Ticket fields per customerClosed

It would be nice if (certain) ticket fields could be set per customer.Example: for customer A I want an extra ticket field which indicates the website/project he's creating an issue for. This ticket field shouldn't be visible to another customer.

13
7 years ago
Contributor
ctranterContributor

Allow Ability to Re-order Ticket Properties Input FieldsClosed

Why this even has to be requested is beyond me. Need the ability to re-order the fields inside a ticket or have then permanently rearranged in more logical order. It makes no sense the the department field (which belongs to the requestor) is imbedded down in the middle between agent and category. Ticketing systems should have a logical flow of information. Category needs to be further up above Group so any Agent can quickly see the issue and route accordingly. Scrolling through the ticket propeties to find the information is a waste of valuable time. Giving the ability to modify order in the form then ignore that order in ticket properties is not logical. At least move Department (non deletable shared field) up with the requestor and the category above group. In the big scheme of things I dont care about department so not sure why Freshservice sees fit to force it on us.Thanks!

0
Contributor
7 years ago
Contributor
emory.sContributor

Allow users to associate assets in classrooms to incidentsClosed

We have a large number of classrooms that have equipment such as computers and video projectors that are not associated with a requestor but are associated to a classroom,  It would great to have the ability to open an incident in the support portal and select Assets that are in a classroom.  It would be useful to allow identify on what asset the issue is occurring when that asset is not associated with a requestor. 

1
7 years ago
Contributor
adam_18378Contributor

Ability to go straight to dashboard presentation view from a URLClosed

We like to have our dashboard presented on a TV in our office. Currently we have to click the "Present" button to get this up and running.It would be great to be able to have a fixed URL that could go straight into presentation view (without user interaction). This would facilitate the following scenarios:1. Ability to shut down and start up the PC with the dashboard automatically2. Ability to rotate this dashboard with other software dashboards we use (e.g. with a browser plugin).The fixed URL doesn't have to go into "full screen" mode automatically - we can set that up manually using the browser's full screen mode.

0
Contributor
7 years ago
Contributor
eiren.smithContributor

Add ability to indent text in a ticket.Closed

For me, this is at the top of the list of Freshdesk ticket markup shortcomings.

1
7 years ago
Apprentice
bowen.cApprentice

Ability to add location in mobile app using barcodeClosed

As part of our asset management, we have barcodes with the room numbers in every room. Our current inventory process allows us to scan the room barcode then the asset barcode, assigning the asset to that room. Having the ability to scan the room number is very beneficial to us and helps keep our data integrity intact. Since the mobile app already has the option to enter in the asset tag and serial number via barcode, adding the same button to the location field would be nice.

0
Apprentice
7 years ago
Contributor
adam_18378Contributor

Allow "Freddy" support bot to hand over to Freshchat if customer cannot find answer to their questionClosed

Currently the "Freddy" support bot will direct customers to create a ticket if they can't answer their question.We currently use Frehchat, and it would be great if a customer could be directed to an agent in Freshchat if they can't answer their own question instead.

0
Contributor
7 years ago
Contributor
sfijnemanContributor

Dynamic fields on STATUSClosed

When I set the Status to 'Escalated", then I want a drop-down where the agent selects an escalation reason from a drop-down. When 'Other" is selected as a reason, I want a text field where the agent can enter any text

0
Contributor
7 years ago
Apprentice
tim.suttonApprentice

Extend Dynamic Field SupportClosed

The new Dynamic Fields that have recently been implemented, are a good start however I would like to see dynamic sections that can be linked to any field rather than just to the Type field as is currently allowed.This would allow (for example): Display a required text box when a Other is selected from a specified drop down lists. Display a separate set of required fields when a particular product is selected. As it is currently I do not think I will be utilizing the Dynamic Fields - as they are too limiting.Thanks

5
Contributor
7 years ago
Apprentice
mnoorgatApprentice

Integration with WrikeClosed

Hello,It would be really good if there could be a Wrike plugin for FreshService.We could then create/update items within Wrike for tickets (with a specific criteria) created/updated in FreshService. And vice versa.See here for Wrike integration information: https://developers.wrike.com/Kind regards,Mohamed Imran

7
7 years ago
Apprentice
travis_17995Apprentice

Pending Auto ResolveClosed

Has anyone discovered a way to set a ticket as pending and then auto-resolve if the requester doesn't respond within a certain time frame?Ideally, we'd like to setup a Supervisor rule to auto-resolve tickets that have been marked as pending and have not been replied to within 3 days.

1
Contributor
7 years ago
Apprentice
jedwardsApprentice

Email replies opening new ticket instead of continuing previous ticketClosed

Does anyone have a clear explanation for why this happens sometimes, but not always?And, is there anything that can be done to stop the "merge madness"?Thanks so much!

0
Apprentice
7 years ago
Apprentice
marko.kirvesApprentice

Revision control in Change RequestsClosed

The change requests in Freshservice don't have any internal version control. - I can't see who has modified the change, what has been changed and when - I've recently lost data on a change due to a technical issue and can't recover the previous version - Agents can make changes to a change even after it has been approved

0
Apprentice
7 years ago
Apprentice
jleppertApprentice

Tickets too cluttered with irrelevant infoClosed

With Agent responses, Requester responses, and notes; tickets tend to become cluttered with all kinds of information which tends to bury important notes or replies.  Sometimes I can scroll through dozens of notes in a single ticket before I can find something relevant.  I think there needs to be a separation between Agent/Requester conversations and technical notes made through the process of a tickets life.  My suggestion is to create a tab within a ticket that is dedicated to just the conversation between Agent and Requester.  Then a separate tab for Private Notes made along the way.  I think something like this could cut down on the clutter seen in tickets.  Another idea could be to flag a note as "relevant" to the ticket if you want it to appear.  Something that could be considered relevant would be steps taken to troubleshoot a problem.  Something considered "irrelevant" would be a note made in the ticket indicating an attempt to contact the Requester was made.Basically I'm just looking for any way to cut down on clutter in tickets.

0
Apprentice
7 years ago
Apprentice
kirill.shirolapovApprentice

How make "custom_field" of customer a unique?Closed

 For example: I need to have unique custom field (Support code) for all customers which tied to third system. Must be is impossible to create two customers with equally Support code field.How to do it?It`s functionality extremely important for migration our helpdesk system to FreshDesk.

0
Apprentice
7 years ago
Contributor
len.smithContributor

Display "Customer Responded" Regardless if SLA is Active or NotClosed

Please consider allowing the "Customer Responded" State to be displayed regardless if an SLA is active for a given Status and/or, allow an Admin to decide the handling of "Customer Responded" notifications in the Help Desk settings.---From FreshDesk Support - What are the rules governing when the “Customer Responded” state is displayed or not?Usually, in Freshdesk the "Customer Responded" tag would be added to the tickets whose status has the SLA timer ON. For example, when the ticket is moved to Open, Pending, Awaiting Customer Response and so on. Also, it depends upon the custom statuses set in the ticket fields. So for whichever statuses the SLA timer is ON and when the ticket is moved to that status, the "Customer Responded" tag gets added.  But, if the existing ticket is in the "Resolved" or "Closed" status for which the SLA timer would be turned OFF by default, the tag wouldn't be added if the observer rule which I mentioned in the previous ticket is turned OFF.

3
7 years ago
Apprentice
bmbtrucksApprentice

changing back from the mint versionClosed

how can you go back to the original version , and not the mint ? 

2
7 years ago
Apprentice
pevansApprentice

Add Notes to ProjectsClosed

I would love to be able to add general Notes to a Project. It could be done in the same way Notes are available for Incidents, Problems and Changes. This is a great way to keep members up tp date on the overall progress of a project. 

0
Apprentice
7 years ago
Apprentice
thijnfelixApprentice

Integrating eBay with freshdeskClosed

After a lot of research, i am still not able to connect freshdesk with eBay, which really time inefficient for us. We would love to integrate eBay, freshdesk and hopefully Magento into one powerful platform. For now, eBay is blocking my emails from bouncing freshdesk mailaccounts. Is there anyone who could help me out this?

35
7 years ago
jake.carden
Contributor
jake.cardenContributor

AND/OR expressions for Ticket ViewsClosed

What I'd really like to see is AND/OR expressions for the ticket filters, much like they've added to analytics now. For example I'd like to see:((Tickets assigned to me) AND (My Group)) OR ((Tickets Assigned to None) AND (My Group) OR ((Tickets Assigned to Group A) AND (None))Something like that. The simplified view is nice but limits what I can filter...

0
jake.carden
Contributor
7 years ago
Apprentice
mike_zihalApprentice

Ticket preview hover box - disable?Closed

On the main ticket list page, when you hover over a ticket is preview popup box appears.  This box is absolutely driving me crazy.   It doesn't disappear once you mouse off, you have to click somewhere and to avoid clicking other links, I have to click on the top or side of the page.  I don't need the preview box, it's completely useless to me and only exists to raise my blood pressure.  Please let me know if this can be disabled somehow.  

0
Apprentice
7 years ago
Apprentice
mcaronApprentice

The Ability to track PO'sClosed

I come from BMC's Track it! and while it is antiquated it did have a very nice feature of being able to track Vendor Quotes and Purchase OrdersIt would work like this. On one line.Quote Number, Vendor, Description or Items Purchased, The ability to attach said quotes and who requested the item(s) as well as which agent approved the quote and the Purchase Order # (Auto Generated by simple count starting at whatever number you wanted) by the system.You could change whatever fields you liked as they had generic columns you could add or remove.It wouldn't have to work exactly like this but the ability to add Purchase Orders and Quotes in a central location would be helpful.Thank YouMichael

3
Apprentice
7 years ago
Contributor
peter.vancikContributor

Non-business hours in SLA PolicyClosed

Hello,An option to choose non-business hours in SLA Policy would help a lot.Background:We have IT/Business Services wich may have different operational hours (Support hours). e.g. MOFR05-21/SA05-14We are not able to stop SLA timer, when we have ticket where these services are affected.To assign Non-business hours to the Group solve not this situation, because we have all teams working during default Business Hours and they need to become these tickets to fix it. Another solution would be to connect SLA Policy with IT Services from Asset management (CMDB)ThnxPeter

0
Contributor
7 years ago
Contributor
len.smithContributor

Add "From" ability to "New Ticket" so Agents can easily Submit Tickets on Behalf of a CustomerClosed

Add the ability for an Agent to optionally select a contact which would then allow the Agent to submit a ticket on behalf of a customer versus assuming the identity of the customer.  

0
Contributor
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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