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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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Contributor
bart-jan.woltersContributor

TV display optionClosed

We have a TV display that keeps track of current affairs.Would it be possible to generate a customized report from the current affairs and display this in here? Currently reports are from 1 day in the past.(SLA's met, Urgent problemsAmount of logged in agents, that kind of information..)

33
8 years ago
Contributor
eiren.smithContributor

Use Asana-style Inbox instead of Notifications pulldown.Closed

In terms of practical use (including helping users avoid forgetting about things they need to do), Asana's Inbox is an inspired design. Here's a brief comparison of Asana's Inbox to Freshdesk's Notifications pulldown: Notifications go into Asana's Inbox. Not really different so far. Asana's Inbox list (notifications) are a central focus of the page, not a tiny pulldown. Asana Inbox entries (notifications) have an X button next to each so user can remove the entry once he's done with it. This is beautiful! Empty list = no more notifications to attend to. Freshdesk notifications are bold until clicked on. If you accidentally click on one, it will be un-bolded, increasing the risk you will fail to attend to it. This is avoidable, inherent risk of error — broken UX. There is no way to remove just one entry from the list and, less importantly, no way to mark an entry bold again. These may seem like minor differences. They are in fact major differences. The Asana Inbox approach creates a framework that inherently reduces the chance of errors (the primary error being thinking you attended to a notification, but you actually didn't attend to it, resulting in reduced quality of customer service). This is a case where the SaaS vendor (Asana) really considered the problem and found a solution that delights, rather than settling for a solution that seems okay on the surface, but which is actually pretty shallow.

2
Contributor
8 years ago
Contributor
kevinContributor

Spam removal from dashboardClosed

Hi I can see that removal of spam is important (i usually get 1 a day) and although it is easy to mark as spam and block the user it would be good if the item is marked as spam and the user blocked that it is removed from the dashboard instantly.  Some of the items are quite offensive and it is not a good look to have them hanging around.

10
8 years ago
Apprentice
ssnyderApprentice

Contract Management - Add Addendums to Existing ContractsClosed

We often work with software or service vendors who will add an addendum to an existing contract. I would prefer the relationship is in Freshservice with an appropriate attachment to the primary contract. Please consider adding this feature as it is of great value to our company.

0
Apprentice
8 years ago
Skilled Expert
martin.jSkilled Expert

Mobile Push Notification for AnnouncementsClosed

Is there a possibility to add a feature to send Announcements via the mobile app through notification?Currently, the only way to 'announce' an Announcement is via email, but would love to have an option to send via mobile app push notification.Marty

1
Skilled Expert
8 years ago
Apprentice
z.anderson-smithApprentice

Knowledge Base access on mobile appsClosed

Hi Team, It would be great if we are able to access and possibly edit Knowledge Base articles on iOS, Android and Windows Phone operating systems. Regards, Zach

5
Apprentice
8 years ago
Apprentice
paul.leerentveldApprentice

Solutions Agent or Light agent user accountClosed

It would be nice if you could have a light user for just creating and editing solutions for example. This user agent would not be able to do anything but create and edit in the solutions tab.Currently I have a few users that we have allocated full agent licenses that I have restricted so they cannot do anything but create and edit solutions. This works well but is expensive considering they don't participate in any other areas of Freshservice. I know there are the day passes but these are complicated to administer I feel. I think it would be nicer to have a lighter agent license that you can purchase and assign to people at a cheaper price.

1
Skilled Expert
8 years ago
Apprentice
dhoffmanApprentice

Adding Additional Expiry Contract Day PeriodsClosed

Hi all, Is there a solution, or planned solution, to add additional time frames for the Contract Expiry alert email? Currently there is 7/30/60 days before a contract expires.

3
8 years ago
Apprentice
jroberts_16982Apprentice

Auto delete specified textClosed

We have legal captions at the end of every email.   I would like to add an "auto-delete" from every email request, especially when they get the notification back which quotes their ticket description.    This pushes our footers down below the area users pay attention.

0
Apprentice
8 years ago
Contributor
pietro.berteraContributor

Assign an user role to the SSO shared secretClosed

Once you have the SSO shared secret you can login with any type of users (Customers, agents, or God too). This means that you must 100% trust the external website.Would be a nice security feature to be able to create (and revoke) SSO shared secrets and associate any shared secret to an user role, for example:SSO key: XYZ123Role: AgentMeans that using the key XYZ123 only users with "Agent" role will be accepted via SSO.SSO key: ABC5678Role: UserMeans that using the key ABC5678 only users with "User" role will be accepted via SSO.

3
aravind.sundararajan
8 years ago
Apprentice
sflahertyApprentice

Add images to assetsClosed

We can attach files to assets, but it would be good if it worked more like a profile picture for the particular asset, rather than an attachment. Is this possible?

8
Apprentice
8 years ago
Contributor
astedfastContributor

Google Drive integrationClosed

There are several Google integrations, as well as Dropbox, so how about Google Drive (Google Docs)?  We use Google Drive to store important documents, collaborate and keep information updated.  It would be great to be able to import documents, have direct links, maybe have a Freshdesk folder in Google Drive, export ticket details, customer survey data, etc. to a document, spreadsheet or other format.Also, it would be nice to be able to choose what documents, contacts, calendar events are private, and which are visible to all agents.

13
aravind.sundararajan
8 years ago
Apprentice
matt.fioreApprentice

Ability to Have an Attachments Library/RepositoryClosed

Hi again,Something that I think would be very useful would be the ability to upload documents that are used regularly so that the agent can simply attach them to the ticket from the right hand menu, much like when you can select the "suggested solutions" you could select say "attachments library".This would certainly make life a whole lot easier for us as we wouldn't have to continually upload the same pdf's.CheersMatt

9
aravind.sundararajan
8 years ago
Contributor
paul.townsContributor

Ticket is being viewed (from all tickets screen)Closed

Ticket is being viewed (from all tickets screen)Like it shows in the ticket that another person is replying or viewing but from the list of all ticket views.This would prevent people opening tickets someone is already on.

0
Contributor
8 years ago
Contributor
chris.alfaroContributor

Make GOOGLE CALENDAR compatible with the new Mint Interface.Closed

Please make Google Calendar compatible with Mint. Thanks.

3
aravind.sundararajan
8 years ago
Apprentice
oparrackApprentice

Freshservice Alerts.Closed

We are having issues with automated tickets constantly spamming our inboxes when a ticket closes.So we would like a feature were we could turn of notifications for specific tickets rather than turning them off for a whole email address.Cheers. 

0
Apprentice
8 years ago
Apprentice
mgriffinApprentice

Service Items Billed MonthlyClosed

We are looking at rolling out full-force with Service Items - however we allocate a systems cost monthly; and some items Ex: Keyboard and Mouse we bill up front. I need to be able to distinguish between a monthly allocated item and an up-front cost item when they are going through the request form.

2
Apprentice
8 years ago
Contributor
chaseContributor

create ticket from missed callClosed

It would be awesome to be able to create tickets from missed calls. Even better is if we can make rules that say if a number calls more than x times, create ticket. We find many people don't leave voice messages but will call a few times. We want to be notified of this so we can make a point to call them back. 

19
aravind.sundararajan
8 years ago
Apprentice
mloglioApprentice

Automatically email Requester when a project/release/change is completedClosed

HelloI need to be able to notify a "Requester" when a project, release or a change is completed. I need this process to be automated OR I at least need a good work-around.Thank you!

0
Apprentice
8 years ago
Contributor
s.de.jongContributor

Communication within ChangesClosed

In order to improve our change process and include\inform our customer in this process (if the customer is the initiator of the change) we want to have some of the communication options in a change as we do have in an incident. We need to be able to send a reply to a customer from a change, and if the customer replies to that message, we want it to be added to the change as a note. This would really speed up our change process and would eliminate the work we now have to do to communicate about a change with a customer. For example, if a customer ask us to implement a new module on his website, he is the initiator of the change and will request this by submitting a Service Request. After an agent does the intake of the Service Request there he will create a change, close the Service Request and start building the new module, test it and implement it. If there needs to be any communication to the customer regarding the new module (design questions,  verification that is works, other questions) it has to be done by an email from the agent to the customer outside of Freshservice. This is a lot of work and should be done in the change for better overview on what is done in the change, what is communicated and what not. If you add a note to the change to ask a customer a question it is possible to use the notify an agent option. If you enter the email address of the customer here he will get an email with that question. But when he answers the question there is no update to the change, it is registered as a new incident instead. The solution for this is that it should be possible to send a reply from a change to a customer, and when the customer responds to that message, the response is added to the changes as a note. This should work in the same way as it does in the incident module of Fresh. So send a reply, and if the reply is answered add it to the change. This is something that is requested by our customers as well, as they want to be involved in the changes we do for them.

1
Contributor
8 years ago
Apprentice
coleApprentice

Arcade Quest Progress BarClosed

I would love for my team to be able to see their progress on each quest I have added to the arcade. I know you can see which quests you and others have completed but it would be extremely fun to see how close you were to completing a quest.

1
Apprentice
8 years ago
Apprentice
jason_16974Apprentice

Displaying Live StatsClosed

Hi there,Is there away of showing live stats eg Team Member, open tickets, etc on an external monitor.At the moment we have a white board with team member & open tickets hand written.Can you help

1
8 years ago
Contributor
elizabeth.toyContributor

Filtering TicketsClosed

Just a few requests regarding filtering tickets:I'd like to see the option to filter using is/isn't statements. For example, I could filter out tickets that are a specific topic, but leave all the rest.Also, I'd love to be able to see a "none" for filters. Similar to how there's an "any" option. That way I could find any uncategorized tickets and categorize them. I'm a type A in that way. :)Thanks!

5
aravind.sundararajan
8 years ago
Apprentice
dnewelApprentice

Show tags in ticket listsClosed

We've started to use tags to keep track of the ticket we receive, mainly to be able to have filters to find tickets at different stages in our workflow. Our tickets are rarely resolved quickly so the SLA is not really useful and it would be more useful for us to be able to see applied tags in the ticket list.Also having the tags shown more prominently when viewing a ticket; it's a bit annoying having to click through to the tags tab just to figure out if the ticket i'm currently looking at is the one i'm looking for.

22
aravind.sundararajan
8 years ago
Contributor
esa.raivioContributor

Custom field support in Contact group matchClosed

I would like to make contracts group according to a customer and one custom field.The Group I would like to use to set service catalog item visibility according to groups.

0
Contributor
8 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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