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
ttubbsContributor

Adding Notes to Departments / CompaniesClosed

We would like to be able to add special Notes to Departments/Companies in Freshservice, similar to adding Notes to Tickets. For example, a Department/Company may have a unique configuration.While we could allow Agents the ability to edit Departments/Companies, this would allow them to edit any field, which we do not want. We only want Agents to be able to add Notes and nothing else.Is there a way to perform the above task, either through the creation of a Custom App or another means?

0
Contributor
8 years ago
Apprentice
mwatkinsApprentice

Ability to categorise forum postsClosed

We currently have a forum set up for Feature Suggestions which we encourage customers to use for their ideas for the product. It's the main way we get feedback from our customers for road mapping and future development. It would be really useful as agents to be able to categorise posts that are similar or related - sometimes it's not appropriate to merge the topics. At the moment it's just a long list of topics and it's difficult to sort through. Sometimes posts can get lost and it's additional work to go through the whole list manually. 

0
Apprentice
8 years ago
Apprentice
pitoApprentice

Display Field to Customer / Do Not Let Customer Edit - Field Disappears from formClosed

If I select to add a text field, intended to break up two sections of the form or provide instructions to the customer - the field does not appear for the customer unless is editable is checked.Shouldn't it display to the customer, but be uneditable by them if you select display to customer?

3
8 years ago
Apprentice
nelson.hartApprentice

Expose JIRA ID via ticket apiClosed

I need to know the JIRA issue ID when looking at a fresh desk ticket from the API

2
8 years ago
Apprentice
_17721Apprentice

A Fresh perspectiveClosed

Hi,We've moved recently from Teamwork /desk (https://www.teamwork.com/desk) and so far we are very much enjoying the switch. I'm not sure if this is the right place for this kind of thing, but here are some issues/features we'd like to see:Tickets:We'd like to be able to change the customer of a ticket. Often, we are emailed directly as individuals and copy in our support email in our replies. We'd like to be able to set the customer of the ticket to the actual customer. Teamwork has a lovely feature that shows when another agent is looking at the ticket and most importantly, warns you when another agent has started replying to the ticket.Our agents work on huge screens. Regularly, the "update" button at the bottom of the Properties panel is missed. They're making changes and it feels as though it should be an AJAX save because the button is so far away from the form.https://targetis.freshdesk.com/a/agents/{agent_id}Avatars do not honour uploaded ratios/crop to suit available areaThese are just a few, I'm not wanting to SPAM the community if this isn't the kind of feedback you want or the right place to put it. 

1
8 years ago
Apprentice
jgarsideApprentice

SchedulerClosed

I would like the ability to edit a Schedule (Reoccurring task) and not have to assign a requester. I would to schedule a ticket to be created and assigned to a group rather than one individual.

1
Apprentice
8 years ago
Contributor
ken.bauerContributor

Increased options for "Observer" TriggersClosed

I'd like to be able to create Observer rules for different triggers, such as "Subject is changed"

2
8 years ago
Apprentice
cparentApprentice

Being able to see past Freshworks billsClosed

Hello, Super simple request; We receive each month our bills by email. Sometimes, I don't receive it and I need to open a ticket to get a copy from Freshworks. Would be nice to have a page where all the previous bills are stored so we can be a bit more indepedent.Thanks,

1
Apprentice
8 years ago
Apprentice
roland.papApprentice

iOS Custom Sound NotificationClosed

It is vital to be able to choose a custom notification sound and to have the option of a repeat notification. If one is away from the phone or is in a loud setting, the default iOS Tri-tone is not loud or log enough to hear.

0
Apprentice
8 years ago
Apprentice
garrettyamadaApprentice

Asset Overview Including IP AddressClosed

We'd like to see the IP addresses of an asset listed in the asset overview, rather than clicking into the components section every time to check the Network Adapter section.

17
Apprentice
8 years ago
Apprentice
rfauquierApprentice

Multiple phone numbers per contactClosed

Is it possible to add multiple phone numbers for a single contact.  I know there are mobile and work.  But many of our clients have 2 or 3 cell numbers they use plus a work number.

0
Apprentice
8 years ago
Contributor
withoudeContributor

Search - not searching replies / solutions of ticketsClosed

When I do a search the search will only search the contents of the initial problem. It will not search the contents of the solution to that ticket.eg. client says I have problem X.Support agent communicates back and forth, actual issue seems to be Problem Y. He then solves it by Solution Z. (this is a specific solution, so it does not warrant a solution page)When a few months later the agent tries to recall how he solved something he will try a few keywords relating to Solution Z. However the search has only Indexed Problem X. So no results are displayed and the knowledge is gone. see example attached.Basically every part of the ticket should be indexed so that you can easily search through Freshdesk for the solution.

6
8 years ago
Contributor
jyensenContributor

Company Domain option under companyClosed

I am wondering why in freshservice we cannot put a company domain in so that tickets created from that domain are automatically tagged to that client?This feature is available on FreshDesk. Will it come to Freshservice and if so when?Thanks!--John

4
8 years ago
Apprentice
forbesApprentice

Issues with the Merge Ticket functionClosed

When merging tickets the updates don’t seem to be added in the correct order.   E.g. Given two tickets A and B that both have multiple responses A1 and A2, B1 and B2:   A B A1 B1 A2 B2   Result in a ticket in the following order upon merge:   AB A1 A2 B2 “Merged from ticket B” B1 “Ticket with id B is merged into this ticket.”   B2 and onwards are put in a chronological position, whereas B1 is added as a ‘Merged from ticket’ note with a creation time based on when the merge was performed.  This problem doesn’t occur for a ticket B that has only one post, as there is nothing to go out of place. There is an additional merge note after this B1 which doesn't have much purpose, I can only suspect that B2 and onwards should have been slotted in between. Lastly, any attachments from the B1 are not brought through onto ticket A.

1
8 years ago
Apprentice
kristian.aamodtApprentice

Assign to me button when creating new ticketsClosed

Very often you create a ticket that you will asign to yourself. Currently you have to first select group and then find yourself and select it. It would be a huge time saver if there was a simple button "Me" that you could click which would assign the ticket to yourself.

0
Apprentice
8 years ago
Apprentice
jonathan_16485Apprentice

Contact Source in SLA Trends on Team DashboardClosed

On the new Team Dashboards, it would be good to break the SLA % down in to contact source. I'd prefer to just show the email SLA on that tile as the % is skewed by the phone tickets, which are always within SLA. Being able to filter by source would give a more accurate % on the SLA tile. 

0
Apprentice
8 years ago
Contributor
jonathan.bemmiContributor

Have multiple instance of Jira with the apps integrationClosed

Right I added one instance of Jira that we use but we have more than one. So is it possible to add multiple Jira app integration to match all the Jira instances that I have ?

5
Contributor
8 years ago
Apprentice
gkurconApprentice

LDAP authenticationClosed

Hello,We just started our Freshservice trial this weekend and are impressed with what we've seen so far-but I see some room for improvement for authentication.  While the single sign on option for Active Directory is a nice touch, I would suggest an option to use LDAP authentication.  Essentially your customers would enter an IP for their AD server, a username and password with read-only rights to AD, the appropriate search base information etc.  Once this is in place requesters can sign in from anywhere, not dependent on being able to access the internal IIS server running the AD script. In reality you could use both of these methods together-enable a check box on the sign in page to use single sign on when you are within the corporate network-just like the feature for VMware web client.  When you're not on the corporate network the requester can just enter their email address (or domain user ID and AD password).I realize you can achieve similar results by making the IIS server available publicly either through port forwarding or putting it in a DMZ, but if you implement my suggestion as mentioned above and supply a range of IP's for your servers that are making the LDAP requests, the customer can easily open up the necessary ports on their firewall and specify the allowed IP ranges for those ports.  Seems like a more secure option in my opinion...I'm more than happy to be educated to the contrary.  We currently do this with our SaaS vendor for email security/spam filtering.  The end users just sign in with their email address and use their windows password..from anywhere.  It works quite well.

5
8 years ago
Apprentice
ttsakoumisApprentice

Integration with ScheduleOnce booking systemClosed

 Hello team,We use ScheduleOnce as a system for customers to book our Agents for Support sessions.We would like to have integration between Freshdesk and ScheduleOnce so that we can combine the tickets with the Support sessions related to them.Could you please consider such an integration?Thank you in advance,Thanasis

0
Apprentice
8 years ago
Apprentice
ttsakoumisApprentice

Dispatcher rules - Merge tickets enhancementClosed

 Hello team,We use an external application where a customer can book a Support session with one of our agents.When a booking takes place, an e-mail is being sent back to the helpdesk -and thus a new ticket is being created which is actually not a new ticket- for our notice where the ticket Id is being referred.We would like to have the follow enhancements in the Dispatcher rules:1) Be able to have "Merge tickets" as action2) Be able to store a value in a variable (in this case the ticket id) so to be able to instruct Freshdesk about the parent ticket of two merged tickets.Please consider this as a feature request.Best regards,Thanasis

0
Apprentice
8 years ago
Apprentice
mlooneyApprentice

Ticket QueuesClosed

Is there a way that you guys can implement a feature so that certain agents only have access to certain ticket queues?

2
Apprentice
8 years ago
Apprentice
dkholodovApprentice

Reports per SLA categoryClosed

At present there is no way to Create a report for a particular SLA category. This renders SLA reporting pretty much useless. Can this option be added.

2
aravind.sundararajan
8 years ago
Apprentice
mlooneyApprentice

Priority Colors and LegendClosed

Could the *small* priority colors on the left sides of tickets be made bigger and possibly take up the whole left side white column so that they are more easily visible. Also possibly add a legend for what color means what priority in the top white bar where the ticket filters view is located.The current way this is setup is extremely difficult to see and use and most agents in my ticketing system do not even know that the colors correspond to priorities.

0
Apprentice
8 years ago
Contributor
scantrellContributor

TO-DO pending pop-up notificationClosed

TO-DO items are only visible when details AND To-do list is expanded. - Suggestion: Enable a banner at top under ticket action buttons with the following characteristics: a) Only displayed when an uncompleted "TO-DO" item is present; b) Colored to attract attention; c) Same height as ticket action buttons Below is an example of the concept. A ticket that does not have any TO-DO items pending completionA ticket with a TO-DO item pending with banner displayedThe banner would display ONLY when a TO-DO item(s) are pending completion.1st:2nd:

0
Contributor
8 years ago
Apprentice
quentinApprentice

Security IssuesClosed

The longer I use the product the more concerns I have. 1) My portal configuration is set up so that users can't register for access from the portal. However, that doesn't matter if the user sends in an email because the user is registered as an activated contact when the email comes in. This allows the user in question to use the recover password function on the portal to effectively create a login on the portal. This bypasses the activation email and the security setting on the portal.2) If a contact changes roles at a company and is no longer authorized access to the portal, the only recourse is to delete the contact. There is no disable access capability on a per contact basis.3) Emails to the support@yourcompany.com email address from new contacts by default send out an activation email to the customer. Admins must disable that email notification. Even then that doesn't stop a user from access the portal though. The user in question can do a password recovery and get access to the portal.What I would like to see is better control over who has access to the portal. Just because someone sends in an email does not make them an authorized user for the portal. There needs to be a configurable option for portal access. A way of doing this is with a checkbox in the contact details that says "Allow Access to Portal" and a slider in the portal settings, "Allow all contacts access to the portal" that acts as a global setting. If the slider in the portal settings is set to yes then the checkbox is grayed out as an option in the contact details. It's a relatively straightforward solution but not the only one. I'd really like this addressed before my next annual renewal. If not I'll have to start looking for a different solution provider that does give me the level of security and control I need.

0
Apprentice
8 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