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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
richard.levyContributor

Reply to someone other than the reqeusterClosed

It will be really useful if you can reply to anyone from the ticket rather than the requester because only reply to the person who raised the ticket when sometimes you want to reply to someone else who has updated the ticket and not CC them as they have asked a question that you want to reply to and the requester doesn't need to be included.

10
aravind.sundararajan
8 years ago
Apprentice
stan.mcduffieApprentice

Include Tags in Ticket ExportClosed

I'd like to include tags in the fields exported for a given set of tickets.

3
aravind.sundararajan
8 years ago
Apprentice
gracemApprentice

Ability to execute scenario's when creating a new ticketClosed

Having the ability to execute the Automated Scenarios when creating new tickets would reduce our AHT.  Currently we heavily use this feature when handling email inquiries, but would be awesome to have this in when doing phone support.Thanks!Grace

4
aravind.sundararajan
8 years ago
Apprentice
adiApprentice

Out of hours SMSClosed

When tickets are raised out of hours it would be good to be able to get an SMS notification.Are there any plans for this?

1
aravind.sundararajan
8 years ago
Apprentice
rik.snoeiApprentice

Re-arrange TasksClosed

Currently, tasks are ordered by their 'creation date' and 'Last Updated Date. This makes it unlogical for a user. Most users will complete their tasks in order of their 'Due Date'. A nice to have would even be to re-arrange them by dragging them in a correct order or so. The screenshot below gives an example Possible solution: Tasks should be made re-arrangeable by dragging. OR Tasks should be shown due to their Due date,

1
Apprentice
8 years ago
Apprentice
rik.snoeiApprentice

Exclude agents from EmailnotificationClosed

Some agents like to be notified of a change on a ticket where he/she is assigned to. However, some others don't want this. This can be done be re-creating the Email notification in Observer Rules, but that is harder to manage. Therefore, I would suggest the following Feature The option to exclude agents per Email notification

1
Apprentice
8 years ago
Apprentice
hannes.vorholzApprentice

include activities log in Print ViewClosed

As the Title says, please integrate the "activities" log (e.g. incident) into the printview  thanks

0
Apprentice
8 years ago
Contributor
greg.spannerContributor

Business Hours for GroupsClosed

Feature Request and seeing if this would be useful for any other FS users. We are a managed service provider with a remote service desk and local technicians on each of our sites. The technicians work Mon - Fri but my SD agents work Sunday - Fri. As such I had configured one default policy for Business hours which included Sunday 07.00 - 15.30. However this was having a knock on effect to the overall SLA stats as none of the onsite technicians work that day but the tickets assigned to them are considered "live" on a Sunday and were subject to be breached if the due time hit on that day. To get around this, it would be good to be able to assign Business hours to apply to certain groups which would mean I could set up two policies for the SD agents and the onsite technicians to get a true representation of the SLA stats. Interested to hear anyone's thoughts on this or if they have managed to work around this issue with their existing config. Cheers, Greg

1
Contributor
8 years ago
Apprentice
rchaoApprentice

Ability to exclude specific agents from Arcade modeClosed

Arcade mode is a nice feature, but doesn't work totally as intended in our environment. We have some "fake" agents (i.e. a service account) that automatically intake certain tickets and close them based on Dispatcher rules. This skews the metrics and essentially ensures that that the service account will always be #1 in certain categories. It would be great to be able to exclude certain agents from the Arcade calculations, or at least the leaderboards. 

0
Apprentice
8 years ago
Apprentice
izmet.barrancoApprentice

Advanced reportingClosed

We had started using FreshService (moved out of Spiceworks in order to be able to use the Asset Management module, among other stuff). Not super impressed so far but one of the major issues is the lack of advanced reporting (ability to create custom SQL queries).  To be able to create custom queries to create reports would give us the information we required (and one of the reason we started using the system in the first place). We are still investigating the product possibilities, but it is looking like we will need to find a different solution for our asset management. 

5
Apprentice
8 years ago
Apprentice
doronApprentice

Support for Right to Left languagesClosed

I would like to have support for Right to Left languages.currently when I write in Hebrew - it's fine (on web gui and in emails),however i cannot align it to the right.also,I would like to use the support language functionality, to support hebrew users with hebrew responses.

11
8 years ago
Apprentice
rik.snoeiApprentice

Enhanced Inventory Search barClosed

At the moment we struggle a bit with some more advanced searches for Assets. We sometimes would like to show assets that contain some text or perhaps a part of a prefix. For example, if we have the following display names (Telephone numbers) for SIM-cards 0611111111 0611111112 09711111111 09711111112 and then would like to only search for phone numbers that start with '097' i would think about entering something like '097*' using the '*' as a wildcard returning 09711111111 and 09711111112. The '*' symbol shouldn't be the only thing that is possible to use. Also something like '?' might be usefull as shown below: SYS-MOB110 SYS-MOB210 SYS-MOB310 SYS-MOB320 SYS-MOB330 So when i search for 'SYS-MOB3?0' then  SYS-MOB310 SYS-MOB320 SYS-MOB330  would return. There are more trickes like these, however. I'm not known with all of those. Perhaps others know or you guys known the proper 'standards' for this.

0
Apprentice
8 years ago
Apprentice
derrick_16444Apprentice

I don't want customers to have to activate an account. Just receive e-mails.Closed

Can I do this and how?

1
aravind.sundararajan
8 years ago
Apprentice
jayvardhan.patilApprentice

Disallow adding email IDs from different companyClosed

Feature request - while replying to a ticket, one should be able to add only people from that company into Cc or agents. Scenario: Currently while responding to the customer, you can add almost any contact into Cc. However, sometimes agents end up copying a user from another company. Especially when the name and surnames are same. Even though the selection menu shows email ids, it is observed that mistakes do happen. This becomes a grave issue when the email thread has sensitive information and customers get really upset to see it getting exposed to an outsider.

0
Apprentice
8 years ago
Apprentice
sstoeltingApprentice

removal of custom fields for an asset typeClosed

Is it possible to remove/delete custom fields that were created for an Asset Type?  If so, I have been unable to find any existing "How To's" on how to remove a custom field for an Asset type

1
Apprentice
8 years ago
Contributor
s.de.jongContributor

Additional info in activities when logging a ticketClosed

Currently the activities log does not show the initial state of the ticket when it is submitted. For example: John Doe submitted the ticket for Jane Doe Thu, 13 Apr, 2017 at 11:29 AM There is no way of checking after a period of time if the ticket was logged with high or low priority, to which group it is assigned and with which status.  could this be added to the activities log?

2
Contributor
8 years ago
Apprentice
dbalintApprentice

Custom Apps in FreshserviceClosed

I see that Freshdesk now has Custom Apps (formally called Freshplugs). They can be seen here. When can we expect this improvement in functionality to come over to Freshdesk?

1
Apprentice
8 years ago
Apprentice
mbkApprentice

ITIL Standard ChangesClosed

 In ITIL the idea of standard changes is changes that have a standard rollout and backout plan. It would be awsome if it was possible to define these standard changes in Freshservice, and then when selecting af change as a standard change be able to select what kind of change and then have the fields automatically filled out from that standard change.

5
8 years ago
Apprentice
hannes.vorholzApprentice

Probe - Blacklisted SoftwareClosed

Hello,  there is an option to Blacklist Applications in Discovery Probe>Settings. we have devices with the probe agent which shows up 300 non asset software.  I can only see "non assets" in a device it self. 1. please add an report for non asset software over all probe-devices. this is needfull to get new software which is not yet an asset in our company 2. add an option to add an non-assest software (within the device asset>software list) to add the software to the Blacklisted Software list.  3. Discovery > Settings > Blacklisted Software: please add an import option

4
Apprentice
8 years ago
Contributor
satyanarayana.knv.extContributor

How do i make "Mark as Answer" visible to everyone else than the topic creatorClosed

Hi In Freshdesk forums there is a feature called "Mark as Answer" for topic creators who can mark which is answer however we wanted to make this open for everyone who is registered on forums so that we count which comments are more helpful. Or in other way round i wanted to have a feature called "Mark Answer Helpful" which is available in generic on many forums, any thoughts or insights appreciated. Regards Satya

0
Contributor
8 years ago
Apprentice
doronApprentice

QR labels - serial number and asset linkClosed

QR label generating for assets, Thats translate into serial number and link to asset details page For quick physically asset inventory management.

3
8 years ago
Apprentice
stan.mcduffieApprentice

Enable ticket filtering by specific date rangeClosed

I'd like to filter tickets by a specific date range, not just the preset time frames.

2
aravind.sundararajan
8 years ago
Apprentice
dale.hirdApprentice

Needs to be more obvious you need to login to postClosed

It is completely not obvious that a user/client needs to login to the site before they can post or respond to an article on the forum.  If you aren't logged in, you just see the post without a reply button, and it is confusing that you have to login at the top right to be able to post.  There should be a button where the 'post' or 'reply' button would be, that would say 'login to post or reply on the actual post, not in the top right of the page.

3
aravind.sundararajan
8 years ago
Contributor
luke_10029Contributor

Liking a Feature Request & submitting on behalf of the userClosed

Liking a feature request isn't intuitive at all.  Suggest adding a "Yes" or Thumbs up icon instead.Also...it would be great if an agent could submit a ticket on behalf of the user.

2
aravind.sundararajan
8 years ago
Apprentice
bartekApprentice

Changing Icons in ForumsClosed

It would be a nice touch to be able to specify your own icons for forums!

1
aravind.sundararajan
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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