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
gary.leighApprentice

Reporting - Time Period enhancementClosed

Currently the date filter in the reporting area for a recent time period only allows for the last 7/30/90 days worth of data. Although I am specifically after an option for data from the previous day, I feel you should be able to customise it to request last number of days as required and not locked down to 3 options only.

0
Apprentice
8 years ago
Contributor
astedfastContributor

Auto-populate Google Calendar eventsClosed

I love being able to quickly add an event to Google Calendar while viewing a ticket.  What would be better is if clicking "add event" would auto-populate with some information, such as the title, customer name and location.  Custom fields would also be great, so we could make them correspond with our custom ticket fields.(BTW, are there any Outlook/Office365 calendar integrations coming our way?)

4
8 years ago
Contributor
adam.tounjelContributor

Collect Contact Information from SignatureClosed

I believe whenever a new customer sends an email to our support desk they are created as a contact. By default, FD appears to grab the request name and email address only. It would be useful to have the ability to grab more information from a new contact email by grabbing information from their email signature.

0
Contributor
8 years ago
Contributor
jijsaxtonContributor

CMDB - Manage Volume LicencesClosed

Example we've got over 300 Office volume licences and every client uses the same volume licence key. Would it be possible to enter the volume licence key into CMDB with the amount of licences available, so when a device needs a licence we add the device in to CMDB and the CMDB will automatically update the allocation showing how many available licences are left. 

16
8 years ago
Contributor
michal.miszczukContributor

Approval custom filterClosed

 It would be great if we  can filter our service items in a way "approved / not yet approved / declined" currently without creating custom fields and rules around them such functionality is not possible. Groups that work with approvals on daily basis will appreciate such functionality for sure.

0
Contributor
8 years ago
Contributor
michal.miszczukContributor

Custom text fields to be editable like "description" from IncidentsClosed

 Custom text fields in Service Items don't have tools implemented like "Description" field in Incidents. It is not possible for requester to bold / underline, edit, change color, attach screen shot, url link etc into a text field he / she is full filling. It can be added since now is treated as discrepancy between text fields in a portal. 

0
Contributor
8 years ago
Contributor
michal.miszczukContributor

Time looged - Agent checkClosed

 We believe it would be great if Agents could check time logged by them during given day. Such functionality should allow employee to control his own billable time. Currently it's not possible without involving Team Leader.

0
Contributor
8 years ago
Apprentice
james.brianApprentice

Contacts that cannot raise tickets.Closed

Apologies if this has been discussed before (new to Freshdesk). Our business typically has a verified list of contacts that are able to raise helpdesk tickets as part of the contract with the client. In a number of instances these are the primary users who are experiencing the issues in the first place but sometimes business users have to pass tickets through their IT department. In these instances IT departments tend to cc the business users in to responses which then creates them as contacts. Is there a possibility of a feature that allows a contact to exist, view tickets, the knowledgebase etc. but not have the ability of creating a new ticket themselves?

2
8 years ago
Apprentice
grettieApprentice

import bulk picturesClosed

will freshservice be creating an option to import bulk pictures any time soon rather than doing them 1 by 1

0
Apprentice
8 years ago
Contributor
it_14069Contributor

Is there any way to share live asset information?Closed

I have an asset list for mobile phones with all the asset tags, mobile numbers etc. stored on Freshservice. I'm looking to share this live information with HR and Accounts. At the moment, I screenshot the asset list aedit a knowledgebase article which is restricted to HR and Accounts as necessary, but this requires me to obviously screenshot the page, edit the article and upload the new screenshot to keep the departments up to date. Is there any other method of doing this via API or some other way?

0
Contributor
8 years ago
Contributor
it_14069Contributor

Browser "Back" not retaining last position and dataClosed

Hi, I like to view and edit assets quickly. Honestly speaking, the system should allow me to view assets from a customised asset view, click into an asset to view something and press back and it should return to that very same customised asset view in the same position it was. What happens now is that when you press back, it defaults to the "All Assets" page where you have to click again into the custom asset view and start again. The breadcrumbs at the top of the page are also no use because if I am in an asset and press the breadcrumbs, it takes me back to the default "Asset Hierarchy" for that asset and again I have to go to the custom asset view. Thanks

0
Contributor
8 years ago
Contributor
it_14069Contributor

Asset Type Date fieldsClosed

Hi, It's unfortunate that if you add a date field into an asset type, there is no option to select Date Only, rather than having to put the time in as well. I have a "Last formatted" field for computers, and its irritating to have to set the time or leave it at 12:00am which is the default. Request: On adding a date field, allow the admin a checkbox to allow/disallow time entry when editing an asset type date field.

0
Contributor
8 years ago
Apprentice
daniel.wilkinsApprentice

Microsoft Dynamics CRM integrationClosed

Hello, We are reviewing multiple help-desk products at present, and like Freshservice. However one of the main features it's missing for us is Dynamics CRM (in the cloud) integration. Some of your competitors integration with CRM, so is this something you are working on or would consider? Thanks, Dan.

2
Apprentice
8 years ago
Contributor
it_14069Contributor

Asset Search LogicClosed

Hi, I've no idea how the search logic for searching assets currently works, but it seems to be almost completely useless (to us at least). The search box doesn't search on a "contains" basis which means that you have to enter the complete and full asset "name" in order to find it. Our asset names/numbers are quite long so it works out more effort to search an asset than is is to scroll and find it. For example if an asset is named ASSET554898897752 then I should be able to search 7752 and it come up with all assets that have "7752" in them. Also, if I enter random letters/numbers that are not related, it actually brings up assets as if they were a match, when they don't match at all. I'm not sure this is a feature request to be honest... in my opinion search should function properly

5
Contributor
8 years ago
Contributor
chris.tintaContributor

Easily Identify Tickets customers have responded to on ticket screen even when tickets are overdueClosed

Hi,It would be great if the 'Customer Responded' status on the ticket screen was separate to the New/Response Due/Overdue status.For example, when tickets are Overdue, you cannot easily see that a customer has responded to the ticket because the overdue status appears instead of the customer responded status.....you need to look at the writing that says Customer or Agent responded xxxx ago.You should be able to see which tickets have been replied to at a glance.

8
8 years ago
Apprentice
ryan.erApprentice

Okta SAML AttributesClosed

It's great to have a connection with Okta to allow SAML access, but we really need to be able to pass attributes such as manager, title and department from okta to freshservice. Right now we have to manually do this which is a terrible pain. Zendesk already has this done a long time ago.

0
Apprentice
8 years ago
Apprentice
yann.shukorApprentice

Ticket's start dateClosed

Hi I'm sure most people conscientiously create their tickets on the day of the actual event. That isn't however my case. I'm often in the road, or running like some headless chicken, 'putting out fires' as I hop from site to site. Ticket creation comes later: end of day if not on weekends. So it's important for me to be able to set the ticket's actual start date to something other than 'today'. Is this possible ? Or will this be possible anytime soon ? Thanks Yann

1
8 years ago
Apprentice
simon.jacksonApprentice

Allow time to be added to notes and emailsClosed

I would love the feature to log time as part of sending a reply or adding a note to a ticket to make time logging more integral to working in a ticket. Thank You

0
Apprentice
8 years ago
Apprentice
jwitmerApprentice

Project ManagementClosed

Has anyone utilized the Freshservice Project Management module? Feedback? Thoughts? Would love to hear your input.

2
Apprentice
8 years ago
Contributor
pthomasContributor

Allow Freshfone calls to be switched to not visableClosed

I would like the freshfone calls to have the same switch (defaulted to off) that notes have and therefore making the recorded calls unavailable to the customer.

1
aravind.sundararajan
8 years ago
Contributor
kileyContributor

FreshFone - Different IVR's for business hours and after hoursClosed

It doesn't appear that this is available at this time, so I'm adding it to Feature Requests.  It would be helpful to have different IVR's for business hours and after hours.As an example: During business hours, I would like to provide 4 or 5 options for my callers and route those calls based on which number they pressed.  After hours, I would like the greeting to explain to the caller that the office is closed but allow an option for the caller to press 1 for "emergency support."  When 1 is pressed, it would forward to our after hours on call cell phone #.

2
aravind.sundararajan
8 years ago
Contributor
sbeesonContributor

Custom avatar/icon for companiesClosed

I would really like the ability to upload a picture for a company so it is easily identified at a glance.

3
aravind.sundararajan
8 years ago
Apprentice
jprehmApprentice

Log Me In Central IntegrationClosed

There is already an integration for Log Me In Rescue, but we would also like to have this extend to Log Me In Central, as we use this for remote management on all of our workstations.  Ideally, the Fresh Service agent would assign the computer asset to the user when they log in, then when they create a ticket, an agent can open the ticket and click "Remote Access" this will start the Log Me In Central process on the computer. 

1
Apprentice
8 years ago
Contributor
cfrankContributor

Ticket templatesClosed

Any thoughts around the idea of ticket templates?For example, something that we have a number of service fulfillment requests we process often, however, not on a frequency that can be scheduled, so instead of going: New Service Request Create Subject Create Description Assign Category Assign Sub Category Assign Priority Select Group Select Technician We could do:   New Service Request from Template Select template Add detail to Description (eg - Change password for "sally.smith")

2
8 years ago
Apprentice
jnicholasApprentice

Further Salesforce Integration(other tabs)Closed

A little backstory, Freshdesk is being used internally to manage resource requests. Many of the requests are coming from Salesforce, in the Opportunity Tab. My goal would be to automatically fill help ticket fields, based on values in the various values on the "Opportunities" tab. Since currently the Salesforce integration does not work with that tab, and browsers block cross-site scripting, I am having difficulties exporting the data from one system to the other. If the Freshdesk App in Salesforce were available elsewhere in the program, I would potentially be able to use Javascript to move data in the page. Ideally I could create a button to do this for me. I know this will likely be an outlier request, just wanted to try and get it out there!Thanks!

4
aravind.sundararajan
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