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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
cole.horsmanContributor

Harvest Integration with ProblemsClosed

Would like to see a Harvest integration implemented for Problems as there is a way to add time but not update to Harvest. 

0
Contributor
9 years ago
Apprentice
chris_12288Apprentice

Harvest Integration with ChangesClosed

Noticed that we can track time under change but there does not appear to be any harvest integration.Would be really helpful for us if possible. 

2
Contributor
9 years ago
Contributor
nmcleodContributor

Filter tickets by Requestor groupsClosed

Please allow the ticket view to be filtered by Requestor Group. The ticket view currently allows filtering by Agent Group, but not by Requestor Group. I've set up a couple of user teams as Requestor Groups, based on the supervisors they report to.  Filtering by a Requestor Group would be very useful when I'm talking to a team leader and want to go through their team tickets.

0
Contributor
9 years ago
Contributor
charlie.hawardContributor

Ability to Report by CompanyClosed

Now we have multiple companies in Freshservice for MSPs, we really need the ability to run reports such as "Helpdesk At A Glance" by Company, so we can see our performance for each.

7
9 years ago
Contributor
tvmContributor

Forum moderation - Convert to ticketClosed

I haven't got any awaiting forum posts, but as for now, I have 3 optionsAccept (the post will be published)Delete (the post will be ignored) Spam (the poster will be marked as a spammer) I need a 4th option Ticket (the post is not published, but is converted to a ticket, now I am able to pick up on a dialogbased solution or rejection of the post) 

1
9 years ago
Apprentice
rnakamaApprentice

Shared Google CalendarClosed

In our office we have a shared calendar to see where everyone is up to. I am wondering if it is possible to have to Freshservice add a task to the shared calendar instead of the assigned agents calendar. 

1
Apprentice
9 years ago
Apprentice
cpmhjesseApprentice

Asset Due DateClosed

In our company we have employees that are working for a certain time period and need to return their assets when the time period is up.  Could you put a due date option on asset screen somewhere so that we could enter a due date for when equipment is due back and an email notification like the one for warranty expiration to let the helpdesk know that equipment is due?

0
Apprentice
9 years ago
Contributor
daniel.youngContributor

Handle incoming CC'ed emails for KPI'sClosed

Hi, If someone copies our helpdesk it is raised as a ticket and replies are added but the SLA's show badly as they wont show a reply until an agent replies so if a customer emails another person/department not on the helpdesk and copies in the help desk and that person then replies within 5 minutes but we on the helpdesk don't need to reply it will show as still unanswered. Not sure on the best way to handle this other than have all our staff on the helpdesk (Too expensive) but maybe if we are in the CC and not To we can trigger differently in the workflows so a reply from the email it was sent to works as if it was an agent reply? Thanks Dan

3
aravind.sundararajan
9 years ago
Contributor
eiren.smithContributor

Options to add agent to a ticket's watch list if they change things on that ticket.Closed

Options to add agent to a ticket's watch list if they change things on that ticket. This includes creating a public or private message, changing a field value. It'd be nice to break this up by the type of change. So someone who changes a pull-down choice doesn't get added to the list, but someone who creates a public message does. This should be a per-user, not per-company, set of settings. I have a request in Freshdesk for this, but I wanted others in the forum to see this request and hopefully share their feedback. My private ticket URL (for my reference and that of Freshdesk staff) is: https://support.freshdesk.com/support/tickets/1726811

0
Contributor
9 years ago
Contributor
andrew.belterContributor

Record what rule executes on ticket activityClosed

Currently, the ticket activity only records actions taken by an agent or certain other system processes (e.g. merging tickets). We would like the activity log to record which dispatch'r, observer, or supervisor rule is run on a ticket. On multiple occasions, a rule has had an unintended effect on our tickets, which not only delayed our response to our users, but created extra work for us to go through the rules and essentially guess which rule caused the issue, or request support from Freshservice.

5
Contributor
9 years ago
Contributor
kileyContributor

Need a way to add a permanent CCClosed

My boss (the guy with the money, not an IT employee) sometimes wants to be copied on all replies, comments, etc on tickets tracking larger capital projects that he is funding.    I don't want to necessarily add him as an agent (either permanent or occasional) because he still uses the portal as a regular customer.It would be helpful if there was a way to add a "permanent CC" to a ticket that would receive all email notifications relating to a ticket that an agent would get without necessarily being an agent.One way to accomplish this could be to allow a non-agent "CC" on an agent group where the "CC's" would only receive the emails that the group receive.

1
aravind.sundararajan
9 years ago
Apprentice
dnewelApprentice

Allow requesters to see who's on CCClosed

Our users like to CC others that they already know are interested in the ticket they're submitting (might have been part of an early discussion) but they have no way to see who they've added to CC. That seems to only be visible to agents.It would be great to have a way to allow requesters to see who gets put on CC.

1
aravind.sundararajan
9 years ago
Contributor
remi.petersContributor

dispatcher filter on CC fieldClosed

Sometimes a customer sends an email to another person en puts our company freshdesk email address in the CC field. In those cases the sender just want to inform us. This results in a ticket. I don't want this. I would like to add a dispatching rule that if our email adres is mentioned in the CC field, a response is sent to the sender of the email (don't use this email address in the cc field) and discard this mail (trashcan). No ticket should be created.Would you be so nice and put cc email address to the filter options?Regards,Remi

2
aravind.sundararajan
9 years ago
Contributor
erick_16262Contributor

Follow-Up tag in ticket listClosed

We have some...forgetful...users.  We will ask them a question and set the ticket to pending.  Weeks later they still haven't responded. We created a Supervisor rule to re-open old Pending tickets, but it would be nice to also see a tag on the ticket, akin to the "Response Due"/"Requester Responded"/etc tags that said "Follow Up".  This tag could be set based on a setting or Supervisor rule.

0
Contributor
9 years ago
Contributor
ngriegoContributor

Service Catalog: Request Confirmation PageClosed

It would be amazing if we could configure a confirmation page that displays a user's request BEFORE being submitted. The flow is better described in the list below: User completes a Service Request form At the end of the form there is a 'Continue' button (replaces the existing, "Place Request" button) When the user clicks 'Continue' they are presented with a Request Summary/Confirmation page which would allow them to edit their request before making the actual submission Is this possible already or has anyone found a workaround?

1
Contributor
9 years ago
Contributor
mcarlinContributor

CSV export of requestsClosed

Hello when a service request is made it creates a ticket.  I would like a way to export that request form to CSV. And ideally it would be nice to be able to auto send that CSV somehow.  By webhook or email.  Maybe after approval or right away. 

0
Contributor
9 years ago
Contributor
mcarlinContributor

Sub GroupsClosed

Hello I would like to see sub-groups.  For example we have IT Help Desk, then region.  I would like to be able to assign the group view of region but also overall help desk. I know I can do this today but the problem is when I ask a customer to create a ticket on the portal they can see all groups.   So can we have sub groups OR a way to remove visibility of a group to users in the portal.

0
Contributor
9 years ago
Contributor
mcarlinContributor

Dispatcher AND OR StatmentsClosed

Can we get AND OR statements in the dispatcher rules?

0
Contributor
9 years ago
Apprentice
b.brederodeApprentice

Serial Numbers in the overview of the CMDB.Closed

If you click on the CMDB you cannot add the "Customized Colum" with the field "Serial Number". Please add the Serial number in the Overview of the CMDB please. See screenshot for further details.

3
Apprentice
9 years ago
Contributor
s.de.jongContributor

Group information in ticket overviewClosed

Our incident coordinators are struggeling with the default information shown in the ticket overview. You can see the assigned agent, status and priority of the ticket but not the assigned group. It would be very nice to see the group as well in the screenshot above. Now they have to change the filter for every group or they have to open every ticket to see the assigned group. Hope this can be added soon.

1
Contributor
9 years ago
Apprentice
richardApprentice

How do i process customer reponses?Closed

I want to change statuses, tags etc when a customer responds to ticket. How do i automate this? It seems to fall between dispatch'r and supervisor. Ideally dispatch'r could update ticket based on trigger of customer response.

3
9 years ago
Contributor
jamie.michalContributor

Report of Companies/Users Following ForumsClosed

I would like the ability to pull a report that tells us who is following forums and which forums they are following.I'd like to be able to sort this report by company and user name.We are encouraging all of our users to follow the forums so they receive notifications when new topics are posted.  This report would help us in reaching out to those who haven't done so yet.

3
aravind.sundararajan
9 years ago
Apprentice
jhartmannApprentice

Enhanced audit log tracking of CMDB CI changesClosed

The CMDB is missing critical changes that occur to CI's.  A basic example would be asset state changes. I cannot see when my staff changes an asset state and who changed the state.  Every change made to any field of a CI should be tracked with entries including the previous value and the new value.

1
Apprentice
9 years ago
Contributor
michaelrContributor

CMDB requestesClosed

Hey, First of all, me and my team are really enjoying FreshService, and love the CMDB feature. However, I feel that a few minor improvements can make it even better, and will allow us to start using it as our main asset database.I would love to know if any of these are planned for the near future:1. Integrating CMDB in the mobile app - being able to add assets would be great, but mostly I would just like to be able to look at the CMDB list anywhere I go. This is useful for "on the go" questions (like, "how many licenses do we have available for software X?") or when performing installations on a clients machine. instead of having to log in to the web interface, being able to check for the serial number or IP address right from inside the mobile app would be great.2. Option to change default columns that show up in the CMDB interface - e.g. we have no use for the "location" column since we currently only have one office space, but would love to see another field instead. If possible, seeing different columns for different CI types would be even better, i.e. if I go into Softwares I would most likely need to see the serial number/license file location or the expiry date, while if I go into Hardware, I would like to see IP addresses. IT admins are known for loving customisation options, so I'm sure I'm not the only person who would like to have better control over the interface.3. batch-update feature (select multiple assets and perform selected action on all) - Sometimes we're renewing 20+ licenses at once, and having to go into every asset to change the expiry date is kind of a pain.. So having the option to perform changes on multiple assets at once will be really helpful, not only for this case but for many other batch-changes we are looking to make.4. I love all the customisation options for field creation, but am missing the option to hide or remove un-wanted fields. A lot of the default fields in CMDB are not always necessary, and I find that they just confuse and annoy our IT staff (e.g. free softwares, or those with "unlimited" license, will obviously have no need for any licensing-related fields).This would be nice to have, either inside the "Configuration Items and Types" part of the Admin panel and/or inside each individual asset.Thanks,Michael

14
Apprentice
9 years ago
Contributor
thanos.massiasContributor

Increase width of dropown controls of Dispatch'r / Supervisor / Observer rulesClosed

The current width of 150px for the dropown controls of Dispatch'r / Supervisor / Observer rules is too small. the result is that when looking at a rule, you frequently have to click on the dropdown control  to see what value is actually selected: The same, but with a width of 250px:

2
9 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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