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
Apprentice
jin.lowApprentice

Advanced Global Search and Asset View Search for AssetsClosed

1. For global search, on top of wildcard searching we would also like to have the asset CI types being searched too. Say I would like to search for "John123" which belongs to the asset type "Server", when I search for the keyword "Server", it could return relevant results such as a list of assets under "Server". And when I search for the keyword "John123 Server", it could return results such as "John123" with asset type "Server", or other related results.2. Currently there is no search function for customized asset view, we realized that a search function in custom asset view would be convenient for users to quickly locate a particular asset while viewing the corresponding column field values. We understand that a search function is available when we clicked on a particular CI type under asset hierarchy, but custom fields could not be displayed as columns there. In short, search is available in asset hierarchy but not custom field columns, whereas custom field columns are available in asset views but not search function.Thanks,Jin

0
Apprentice
8 years ago
Apprentice
jetschmaneggApprentice

MS Dynamics 365 Contact SyncClosed

Hi thereSo when we have all the contact data of a customer and their employees stored in Dynamics 365 it would be nice to sync/transfer the data to Freshservice, so that we don't need to setup and enter all the data once again.ThanksUdo

0
Apprentice
8 years ago
Contributor
troyContributor

Add Items for BillingClosed

It would be great to be able to add items in addition to time for billing. Often we need to bill hardware or software in addition to the labour.So workflow at present is to create a ticketAdd the timeRefresh the ticket screenCreate the invoiceClose the ticketGo over to XeroOpen the draft invoice and add the itemSave, approve and send the invoice.Ideally, when we add time to the ticket at step 2 we should be able to add other items by either selecting from a product item list or just free typing.

0
Contributor
8 years ago
Contributor
marsha.jamesContributor

When an agent has been deleted, ticket agent should be "Deleted Agent" not unassignedClosed

Once an agent has been permanently deleted, "Deleted Agent" shows in many places instead of the agent name.E.g.If you view day passes, it shows the amount used by Deleted AgentIf you click on a ticket, the response shows that it was sent by Deleted AgentHowever, under Agent Name on FreshDesk, and under Agent Name in data exports, it just shows that the ticket is unassigned.It would be great to be able to see in data exports and on the system, that a ticket wasn't simply never assigned, but was assigned to an agent that has since been deleted.Would anyone else find it useful for this to shown as "Deleted Agent" instead of unassigned?I do regular reports to ensure there are no unassigned tickets but this is now impossible without wading through many tickets that aren't really unassigned.I tried a workaround of creating an agent called "Deleted Agent" but then this shows in the agent list, and agents can accidentally pick this when looking for their name.

2
Contributor
8 years ago
Contributor
scott.willettContributor

PrioritiesClosed

Currently these are set up as: low, medium, high, urgent.Would like to be able to set up custom priorities, any amount (say if I wanted the following: very low, low, medium, high, critical).I would be happy to even change the word "urgent" to "critical", as a lot of people have different intuitions on the word, especially since it's possible to have low priority but urgent tasks (which are bad, bad, bad).

2
Contributor
8 years ago
Apprentice
svargasApprentice

Edit Ticket - pushed pane to the right side of pageClosed

I'm not if it's just me but I find it extremely difficult to use the pane to Edit Ticket.The Edit Pane is a pushed all the way to the right of the screen and makes adding text and images difficult to preview.Anyone else has issues with this?Could the Pane be expanded, or just make a regular edit window just how the Edit function within Solutions. Not sure what the idea behind this pane but it's so inconvenient. 

0
Apprentice
8 years ago
Apprentice
dwestesenApprentice

Loop people into a projectClosed

 My programmer uses a support system called BaseCamp and it allows the support desk to "Loop In" additional people on a particular problem. It's a temporary thing used for only one project or ticket. It keeps more than one person informed by email about the progress of a ticket. This is a great feature and would be very useful here at Freshdesk.

7
8 years ago
Contributor
adam.tounjelContributor

Email Notification - New Ticket Created - CustomisationsClosed

Some suggestions for future enhancements on new ticket notificatiosn for customers.The ability to filter out specific customers and/or contacts from receiving the new ticket created notificationThe ability to set different email notifications for customers (new ticket created) depending on which email address the ticket was received from. We operate multiple business units across two different countries and would like to tailor the notification to the region or business unit.The ability or smarts to not send email notifications to email addresses with donotreply in the address. We get dozens of bounced message notifications every day because of this.

0
Contributor
8 years ago
Apprentice
wgammillApprentice

Report Periods Longer than 6 MonthsClosed

It would be great to be able to run reports farther back than 6 months.  We have SOC audits and year-over-year comparisons that need at least 12 months.

5
Apprentice
8 years ago
Apprentice
eclaerhoutApprentice

Mass CMDB Feature Request ListClosed

Hello,First off, apologies for the format of one huge list instead of multiple posts. I am a summer intern that spent a lot of time working in the freshservice CMDB during the first couple months of my internship. While I worked, I kept note of a number of improvements I wished for and I have taken the time to expand upon and share them before my internship ends. Unfortunately, I can't take the time to properly split everything up into multiple posts, hence the giant list.I have done my best to organize it according to subject, and have omitted anything related to the software assets as I understand that is currently being redesigned. I am available for a couple weeks to respond to any questions, but beyond that I will not be able to. Thanks for the considerations!Sorting1. Allow custom columns in the CI Hierarchy (!). For example, if I browse to Hardware -> Computer -> Desktop, I currently have no ability to sort by manufacturer, or any of my other fields for that matter. This has already been successfully implemented into CI Views (which is the current work around), so I see little reason as to why this couldn’t be natively available in the CI Hierarchy.Not only is creating a CI View with a CI Type filter inefficient and unintuitive because of the extra steps it takes, it kills user experience by fragmenting assets across CI Views and CI Hierarchy. If I create a CI View with a CI Type filter for Desktop so I can sort by whichever columns I want, I now have duplicate ways of accessing the same information, one with features inaccessible to the other. Continuing my example, having the sorting and custom columns natively in the CI Hierarchy would avoid the jarring experience when looking at monitors in the CI Hierarchy, naturally moving over to desktops (still within the CI Hierarchy), and then realizing that you have to open the CI Views tab and select your custom view in order to have the sorting columns you need.2. Secondary sort criteria. When sorting by a column which will have multiple assets with the same value, department for example, it would be beneficial if we could define a secondary sorting category. The goal here would be to have the assets grouped according to the primary sorting column (department) but to then also have the ability to sort within these groups, say alphabetically by name.3. Correct number sorting. With regular alphanumeric sorting, numbers are sorted based on the first digit (“1” in “13”), and therefore 10-19 always appears before 2-9. With most assets this is avoided by using leading zeros but in some instances, for example when you are maintaining the manufacturers naming scheme, you don’t have control over those zeros. Especially when numbers are flanked on either side by whitespace, it would be great if the sorting could consider the whole number instead of the first digit. Searching1. Allow searching within the CI Views. Another oddity between the CI Views and the CI Hierarchy is the fact the search bar is not available within CI Views. Just to be clear, I’m referring to the asset search bar as seen below, not the search button in the top right.This search is limited by your current position within the Hierarchy, so if you are looking at Desktops, it only searches within Desktops. I would love to see this feature extended to CI Views, searching only within the filter the view is defined with, maintaining the current column structure. 2. Search with part of name. The feature I’m looking for is supposedly already implemented as per “Search Enhancements” by Joseph, though I’m still seeing strange behavior with it. For example, when looking for an asset named “REGDPC127”, searching “DPC127” does not return any results.Browser enhancements1. Return to correct CMDB list on back button (!). When looking at an asset and then using the browser’s back button to return to an asset list, please take the user back to whatever list they were just viewing. I can’t stress how annoying this is. If I find an asset by navigating to CI Hierarchy -> Hardware -> Computer -> Desktop, then clicking the asset, the expectation is to be returned to CI Hierarchy -> Hardware -> Computer -> Desktop with the back button, not “All CIs”. On a similar note, refreshing a page that has CI View or navigation within the CI Hierarchy acts the same, returning to “All CIs”.2. Have information in the HTML title. I often find myself having multiple Freshservice tabs open, generally one for the “Tickets” page, and a couple open for the CMDB. This is especially true with the previously mentioned back button issue, as I always open assets in a new tab to work around losing my navigation within the CMDB. Unfortunately, there is zero helpful information in the HTML title text to indicate which tab is which, simply “Helpdesk”. There are a few exceptions such as “Dashboard” and “Solutions”, but generally speaking multiple tab navigation within Freshservice is extremely messy because of this.3. Lost data dialogue box (!). When editing an asset, I would like to see a “Changes have not been saved” dialogue box when the current editing tab is being closed or navigated away from, including when the user uses a browser back and forward buttons. Power user1. Be able to delete default fields (!!). Though the default fields for a given category offer a great starting point when building a CMDB (and should most definitely remain), their inability to be deleted seriously harms the CMDB’s usability. Within our IT team for example, we find having a “CPU Model” field more beneficial than the default “CPU Core Count” and “CPU Speed” fields. This is true across multiple similar instances, where we would rather use our own defined fields over the defaults. The problem lies in the fact that the defaults are not removable, which has escalated to the point we have a large textbox named “Seperation line, do not fill anything below”, which below we place the collection of fields we do not use.Being able to remove these fields not only makes everything look cleaner, but the data entry process also becomes much more streamlined. If the fields could be setup so only fields in use are presented, the need to remember which information is recorded and which isn’t is eliminated, and it becomes much more obvious at a quick glance when information is missing from a machine.2. Create copy option. For assets that share many of the same attributes, it would be a great time saver to have a “duplicate” option. This allows the first asset to be created and then duplicated, allowing a second asset to be defined with minimal editing. To avoid conflicts, maybe add a “- Copy” suffix (Windows style) to the display name and then skip copying always-unique fields such as asset tags and serial numbers.  Automation1. Be able to adopt properties from associated assets. This may require a more defined parent-child hierarchy within the CMDB, but I would like to see an option to pull properties from another asset. For example, if we have a dock that is specific to a single machine, I would like for that dock to be able to adopt properties such as “Used By” and “Location” so we only have to update the single machine asset whenever a change occurs, instead of maintaining both.2. “Used by” options on user changes. When a detail about a user is changed, it would be great if there were some options present to mass update their associated CIs. For example, if a user changes department, have the option to A) Update all of their associated CIs to match with the new department or B) Remove all of their associated CIs from their name but retain the original department. Similarly, when a user is deleted, an option to change all the assets to “In Stock”. Any small scale, prompted automation like this would greatly increase the user experience.3. More powerful bulk update tool. I don’t know how fields are chosen to be available in the bulk update or not, but if two assets are selected, I would like to all common fields being listed. If two assets of the same category are selected, almost all fields should be enabled for bulk update. If a desktop and laptop are both selected, two assets from different categories, the fields from their common parent properties (Computer and Hardware) should all be listed. Other1. Don’t look in “Trash” when considering associated CIs for a product. Currently, you are unable to delete a product if it has associated CIs, even if those associated CIs have been deleted and are in the trash. This means you must permanently delete the item from the trash in order to delete the product, completely undermining the original purpose of the trash, allowing recovery in case of an accidental deletion.

0
Apprentice
8 years ago
Apprentice
annelie.elfstromApprentice

Changes to the ticket list view - possible?Closed

Today there are lot's of blank space in the ticket list view and we see some improvements that could be implemented if more users like the ideas. 1. Show directly in the ticket view if another agent is viewing or editing a ticket - that way we don't have to spend time going in to a ticket that someone is already working on. Use the same function as inside a ticket, example:2. Use some of the blank space to split up the information about the ticket into columns - and add possibility to customize the columns from the Admin page. The admin part could be set up like this with a drag-n--drop function for which fields that could be available (which is something Zendesk have):This is very useful and would probably help lots of your users to set up their own customized views with the information they need, especially if they have their own categories set up on tickets etc. The outcome would be something like this which helps the eye to find the information so much easier as well:We still really like the functions for color by priority on the left, the note if a ticket is overdue or when the requester responded, and the possibility to change status/priority/agent directly in the view to the right. But doing these changes would help, hope more users agree with me and like the idea :-)

2
Apprentice
8 years ago
Apprentice
mlooneyApprentice

Add Requester Features/OptionsClosed

Hello FreshService Team,A couple of possible future updates I would like to recommend (currently on Blossom Plan):1. When adding CC's to a ticket (or possibly more than 1 requester), can those CC's be able to view/reply to the ticket as well, just not close the ticket?2. Also, when creating escalation rules or supervisor rules, can you allow us to make the escalation/supervisor rule email another requester (one that is not attached to the ticket).As an example, Jane Smith reported an issue. No agent has touched on this issue in 5 days and this needs to be escalated up to HR or another superior that is not an agent in the system. I want the escalation/supervisor rule to be able to send an email to HR (Requester, again not attached to ticket) stating that the ticket for Jane Smith has not had any movement from whatever agent is assigned to it.These 2 additions can be extremely helpful and I think could benefit both my service desk team as well as anyone else that uses your service. Thanks much,Matt

1
Apprentice
8 years ago
Contributor
adam.lefeuvreContributor

Help text for formsClosed

Explanation is sometimes needed for customers, so help text would be good – e.g. Explaining where to find an asset number or what an acronymn means on a field label - standard functionality with a little ? icon next to the field label or something.

1
Contributor
8 years ago
Contributor
kayleigh.leblancContributor

Sync notifications across web and mobile appClosed

It would be nice to see notifications that sync between the web version and mobile app. For instance, if I have marked a notification as read on mobile, have it also marked as read when I next open the web app, and vice versa.

0
Contributor
8 years ago
Contributor
jessica.schnellContributor

Placeholders in tasksClosed

I would like the option to insert placeholders in tasks within Supervisor

7
8 years ago
Contributor
rtippsContributor

Hands-Free Scheduled Data ExportClosed

One of the main difficulties I've faced in selling a cloud-hosted solution to management is my organization's backup requirements (I work for a public university). As a whole the university would rather use a subpar but on-premise tool that can throw data into our tape backup cluster, than a fantastic-but-cloud-hosted tool that locks in your data.FreshService does allow manual data exporting so our data isn't locked in (yay I can get management onboard), but I'm still stuck with the need to do manual, periodic exports using the UI (and in two different places- I'll need to export Hardware & Software from the CMDB, then export actual CI's from the Account area of the Admin tab), receive the emails, download the files, then rename & archive them in backup directories which are later grabbed & pushed to tape backups.It would be amazing if FreshService could offer scheduled, programmatic exports. I toyed with the idea of using the Scheduler to create a ticket which would trigger Dispatch'r to generate the export emails, but exporting isn't an action available to Dispatch'r :(. (And I'd still have to manually download & organize the files of course.)One possible way (that would integrate perfectly into my environment; other customers please chime in!) would be using a view under the "Admin" area of the web app to provide scheduling criteria (e.g. "weekly on Friday"), an SFTP URL, credentials, and a file naming scheme, so that the FreshService backend can do the exports, reach out to one of our university SFTP servers, push the exported file(s), and disconnect.Is this at all possible? If so it would give customers the hands-off data retention benefits of an on-premise solution like those offered by ManageEngine, but with the Fresh user experience [I can't stand using ManageEngine products! :)].Edit: I see another feature request discussing scheduled reports, but it sounds like Doron is thinking more along the lines of emailed PDF reports and not automatic database dumps. Just wanted to remove any ambiguity. Link: https://support.freshservice.com/support/discussions/topics/295299

11
8 years ago
Apprentice
colby.kahlApprentice

Asset SearchClosed

A more robust search feature would be massively helpful.  We frequently use the description box in the asset to put notes that don't fit anywhere. We'd love to be able to include that field in search results. 

0
Apprentice
8 years ago
Contributor
bambornContributor

Add service catalog item to ticket after creationClosed

Tickets often come in through email for service catalog items. Once it's in, the agents need a way to add the service catalog item, or "convert" it to that catalog item, so that the proper form fields are available on the ticket as they should be.

8
8 years ago
Apprentice
roberto.savelliApprentice

send a notification when a note is addedClosed

When a note is added to a ticket, it would be nice if the agent(s) could receive an email notification about it. Thanks.

11
aravind.sundararajan
8 years ago
Apprentice
thomas.dejongApprentice

Option to add more languagesClosed

Currently there are around 40 languages that can be selected.We are experiencing some issues with this for our articles and helppages.For us it would be great if we could add:- BulgarianAlso we like to see a split between English US and English UKIn our field the terms are very different between those two, and currently we can not service clients well because of this.

0
Apprentice
8 years ago
Active Contributor
j.haguetActive Contributor

New article visibility mode : "unlisted"Closed

We would need to have a new visibility mode : UnlistedThis article would not be listed on the portal, in the search results or the  suggestion of any user.But it is accessible by all users from the URL.The same visibility mode exists for YouTube video.

0
Active Contributor
8 years ago
Contributor
rohith.kuttyContributor

Ability to add solution from category to FAQ simultaneouslyClosed

There should be a possibility to add solutions from any category to FAQs. This helps to keep changing the FAQ without disturbing the categories.Something like this

3
8 years ago
Apprentice
wgammillApprentice

Assigning changes to agent performing actionClosed

I see there's an "Event Performing Agent" option in the Workflow automation when dealing with tickets, but there's no equivalent for changes.  You have to pick a specific agent from the available list.  What we need to do is to have it assign to the agent performing the action.  For instance, if an agent closes out a change request, automatically make them the agent for the change.  Or, if someone creates a change request, somehow be able to automatically assign them as the agent as well as the requester.

0
Apprentice
8 years ago
Apprentice
abatsoniiiApprentice

Agent Group Specific FieldsClosed

 We should have the ability to great Groups for Field categories and then assign these unique group categories specific to Agent Groups.This will allow multiple departments to have a unique tracking experience.

3
8 years ago
Apprentice
ricardo.silvaApprentice

Include a Custom Fields in Ticket viewsClosed

Is it Possible to include a Custom Fields a a column of a ticket view?Thanks in advance

4
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