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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
bmercerContributor

Allow merging of contacts when both records have phone numbers/Twitter/etcClosed

When trying to merge two contacts, if both records have a mobile phone, an error is presented and the merge cannot continue. The same thing occurs for other cases where both contacts have values provided. The only solution currently is to edit one of the records to remove the specific value, and then try the merge again. THis is very unwieldy, as it requires you to leave the merge process, edit a contact, then go back and try the merge again, involving a lot of clicking and navigating. Instead of an error, this should be a warning, with the option to override it and continue the merge anyway. I understand the reason for this is to prevent loss of information, but if merging is the goal, the information will have to be removed anyway in order to proceed. How it could work...IDEAL APPROACH: WARNING: Only one mobile phone, work phone, twitter, etc is allowed for each contact. To merge these records you must select which of the following values to keep. All other values will be deleted and unrecoverable. Please check the values which will be kept. All others will be discarded. Mobile Phone: [ ] 800-555-1234 [ ]800-555-6789 Twitter Account: [ ] @BeezKneez [ ] @MyNameIsBob Work Phone : [ ] 877-555-8778 [ ] 866-555-4567 SIMPLER APPROACH: WARNING: If you proceed with this merge, the mobile phone, work phone, twitter, facebook, etc for the primary contact will be kept, and those values for the additional contacts will be deleted and unrecoverable. Mobile Phone: 800-555-1234 Twitter Account: @BeezKneez Work Phone : 877-555-8778 Click MERGE to continue the merge, or CANCEL if you are unsure

1
8 years ago
Contributor
eiren.smithContributor

Do new tickets from email messages from deleted contacts get assigned ticket numbers before being marked as spam?Closed

Do new tickets from email messages from deleted contacts get assigned ticket numbers before being marked as spam?

1
8 years ago
Apprentice
ross.masonApprentice

Be able to set the default timezones for new contactsClosed

It would be good to be able to set the default timezones for new contacts.Also, it would be nice to display the ticket contacts current time on the ticket so you know if it is a suitable time to contact them.

1
8 years ago
Contributor
scantrellContributor

Mint: Change filter(s) to select start and end dates individuallyClosed

Currently when adding a date filter to a search or view, a user must first select the start date and then "arrow" to the next year|month|day. If the start date remains unchanged, scrolling through from the start to the end date is quite cumbersome and very inefficient.Recommend, separating the start and end dates into two individual selections

0
Contributor
8 years ago
Contributor
g.appleton-barnes_15129Contributor

Primary group for agentsClosed

Where an agent is a member of multiple groups it would be helpful if we could flag one of those groups as the agent's primary group. This would be useful where creating rules such as auto assigning i.e when a ticket is opened assign it to the current agent and their primary group.

3
Contributor
8 years ago
Contributor
scantrellContributor

Enable "Your conversations" under user profile.Closed

Add a tab/screen associated with the forum user profile to display all profiles created by the user. Additionally, if you can enable a second tab or screen to find all conversations, the user has contributed to or commented on would be great.

1
Contributor
8 years ago
Apprentice
ttylerApprentice

Relocate close button for modalsClosed

I find myself constantly wondering why the close 'X' button is in the left side of the screen. I feel as if it would be better located as a right float within the modal itself rather than on the left side of the modal. It seems very out of place and seems like a small change.

0
Apprentice
8 years ago
Contributor
knauthrContributor

Allow limited use of Dynamic Sections with built-in fieldsClosed

Expanding the dynamic sections to include limited interaction with built-in fields would be great. Allowing us to display custom fields, based on category alone, would really clean up the ticket properties side bar. Why display a bunch of fields that have no application to the reported incident? That just clogs up the side bar and makes it harder for agents to process the ticket. I know this feature has been requested before, but there has been no response or follow-up from Freshservice staff.

0
Contributor
8 years ago
Apprentice
chimpymooApprentice

Solution search n Incident viewClosed

Apologies if this has already been discussed but a useful feature that appears to be missing from other products is the ability to search for a solution from within an incident view. Ideally it would associate key words from the incident subject or description and reference against the solution data.

0
Apprentice
8 years ago
Apprentice
ssnyderApprentice

Arcade Quest Supporting 1 Assignment TicketsClosed

I would like to create a quest or trophy where our an agent can be recognized with the most single-assigned, closed tickets; meaning, if they assigned a ticket to themselves from their team queue and solved it without having to reassign the ticket. This is an efficiency metric for our team to understand the limitation of knowledge or the need for delegation. Please let me know if you require more information. 

0
Apprentice
8 years ago
Apprentice
josieApprentice

Whitelisting Domain LimitationClosed

Hello! My company needs to add more than 40 whitelisted domains. Just wanted to know why there's a restriction on this and how we might be able to add more than just 40.

0
Apprentice
8 years ago
Contributor
scantrellContributor

Mint: Due date Enable rapid select ( ) next / previous monthClosed

When modifying the due date in Mint, it is presently necessary to click the "Month" drop down and click the specific month desired. This is cumbersome in January as the it is necessary to first change from the previous year to the current year and then select the month for the current year. To easily resolve this and make selecting a month easier and faster, create ea an increment and decrement button (arrows) to select the previous month before or the next month after the current month displayed.  Default month displayed should not change. When clicking the Edit link to change the due date, the default month to display should be the current month allowing the user to select a future (or previous) month.

0
Contributor
8 years ago
Contributor
richard.levyContributor

Sort by latest interactionClosed

I would like an extra 'sort by' field added so I can see the latest interaction either by client or agent. At present, when you sort by last modified it also includes any ticket property updates which means a ticket property could be updated but there hasn't been any interaction for months yet this ticket will go to the top. If a 'sort by' of latest interaction was added I could then see which tickets haven't been updated with any communication for some time. Thanks, Rich

1
8 years ago
Contributor
scantrellContributor

Simple: Default cursor to the "Time" field when logging activity time..Closed

When logging activity time for a ticket, cause the cursor to default to the time (HH:MM) field. Activities are most often added for and by the same individual. If the only item required to enter time, pressing the "M" hotkey, entering the time and pressing CTRL+ENTER will enable a user to enter time without their hands leaving the keyboard.

1
Contributor
8 years ago
Apprentice
atsuro.kagawaApprentice

Limit announcement visibility to specific agent groupsClosed

We would like to see the ability to restrict visibility to certain internal announcement to certain agent groups. I see the ability to restrict visibility for requester groups, but it's currently all or nothing for agent groups. 

2
Apprentice
8 years ago
Contributor
it_14069Contributor

Freshservice Probe - User SyncClosed

Hi, As part of our asset management, we (and i'm sure many others) like to keep records of who had what equipment and when. This is achieved and shown within the asset details when the "Used by" field is changed. However, when we delete or remove a user from our active directory (for leavers as an example), the Freshservice sync removes this user from Freshservice altogether, and therefore the asset log of who had the hardware previously. Would be great if the Sync tool had an option such as "Do not delete users from Freshservice" if they are not found in Active Directory. Or any other way that the user can be retained even if they are removed from our on-site directory. Thanks

0
Contributor
8 years ago
Active Contributor
phodgkinsonActive Contributor

How do we provide feedback or comment on Roadmap items?Closed

Hi there, You've finally added a type of Roadmap using forum posts, not really a developers roadmap but better than nothing (it's basically feature requests with a different name).  What if we want to give feedback regarding things on the roadmap, or ask questions about them? These items are locked for comment so what's the best way to keep this info together without just starting a disconnected forum topic that will soon get lost amongst all the others? My first question is in regards to the reasoning behind putting resources on something like "Team Huddle". Yes it seems cool but there are so many other products out there that already provide this functionality outside of Freshservice (Teams, Slack, Skype etc). Why wouldn't you work on integration for Teams which I have seen requested many times in the forums but I've never seen "Team Huddle" requested. With the effort to increase transparency I'm curious to the thought process, to me it seems logical to put resources on integrating exiting tools vs "re-inventing the wheel". Anyway, I think it would be helpful to be able to discuss the roadmap items, so what do you recommend as a best way to provide feedback and ask questions? Thanks, Phill

1
Active Contributor
8 years ago
Contributor
richard.tomlinContributor

Option to Send/Share a solutionClosed

Hi, we would like the option to be able to email/share a solution with a recipient or recipients without the need to use an incident.

0
Contributor
8 years ago
Contributor
it_14069Contributor

Service Catalogue dynamic fieldsClosed

I've no idea why this is so inconsistent in Freshservice, but although Dynamic Fields are available for support forms, it is not available for a service request in the service catalogue where, in fact, I believe it's equally or maybe even more useful. Any plans on this?

0
Contributor
8 years ago
Apprentice
jdaigleApprentice

Log out Live Chat AgentsClosed

 Had an incident today where one of our agents left themselves logged in and available for live chat. This agent normally works a low volume time and was the only one scheduled to be on chat today. Of course, a customer chat came in and there was no one able to see it so I had to disable chat entirely. We should be able to turn agents on or off for Live Chat much like we can for Round Robin.

0
Apprentice
8 years ago
Apprentice
mgraham4321Apprentice

Disable Automatic ticket generation from emailClosed

Hello, I would like to disable the feature that automatically generates tickets from incoming email. Can this be done?

7
8 years ago
Contributor
harryContributor

Automated backups of helpdesk dataClosed

Rather than having to manually press for a backup to be emailed, it would be great if we could set this to be automatic! 

5
Contributor
8 years ago
Apprentice
imam.saygiliApprentice

Ability to manage SLA escalation by percentage (%) of time lapsedClosed

On the SLA form, in the section titled 'Set Escalation Rule when a ticket is not responded to on time' and 'Set Escalation Hierarchy when a ticket is not resolved on time', it would be useful to be able to use % (percent) to measure time.  It would be useful to see 'Escalate when SLA reaches' and then the option to select a % (percent) value rather than a time. Such as Escalate when SLA reaches 50% complete OR Escalate when SLA reaches 75% complete. This will mean the different SLA levels for the different priorities become dynamic. As an example when the Medium Priority 1 hour SLA reaches 30 minutes complete an escalation will happen for 'Escalate when SLA reaches 50% complete' and when 45 minutes complete 'Escalate when SLA reaches 75% complete' will mean an escalation goes out.  With the same rule, a Low Priority 4 hour SLA reaches 2 hours complete an escalation will happen for 'Escalate when SLA reaches 50% complete' and when 3 hours complete 'Escalate when SLA reaches 75% complete'. will mean an escalation goes out. 

1
Apprentice
8 years ago
Apprentice
ross.murrellApprentice

SLA Timer RulesClosed

Can you add more SLA rules so that the SLA 'counter' is only running when the ticket is waiting on agents, i.e. the ticket status is Open or Pending. When the ticket status is any other status, it doesn't count towards the SLA. For example, if a ticket which has a resolution SLA of 1 hour and the agent responds within 10 minutes of the ticket being opened with a question back to the customer, the status is then set to waiting on customer. Until the customer replies, the sla time elapsed will only ever be 10 minutes. Once the customer replies, the ticket goes to open automatically, and the timer starts again.

2
Apprentice
8 years ago
Contributor
bhakti.patelContributor

Embed All Survey Questions Into E-mailClosed

Is it possible to embed all survey questions into the e-mail, as opposed to only the first question?  We don't want our users to have to click on another link which leads them to the survey, we'd like for them to answer the questions directly from the e-mail itself.  Is this possible, or are there any alternatives?  Adding the placeholder for the survey: {{ticket.satisfaction_survey}} Only adds a link to the survey, the questions don't actually get embedded into the e-mail (which is not what we want). 

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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