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
Contributor
daniel.youngContributor

Add "Discussion Sessions" to the "Activities"Closed

Hi, The new Discussions is great but unless you look at the button you could miss them, they should be shown in with the other activities even if just one note per session. Thanks Dan

12
9 years ago
Contributor
jijsaxtonContributor

CMDB Relationships and OwnershipsClosed

We have assets that have relationships to one or many assets but are all used by the same users/staff. Whenever there is a ownership change, we have to update the used by, office and department field for every related asset. Would it be possible to implement a method where an asset has a relationship/s and the properties are modified prompt us if we would like to copy those changes to all related assets. Understand that some assets will be different properties based on needs, hence the prompt at update on what assets we wish to copy to.

2
Contributor
9 years ago
Contributor
jijsaxtonContributor

Merge associated CIs and Approvals when merging ticketsClosed

Please provide functionality to also merge CI's and approvals when merging tickets. As well as an event within activities. 

1
Contributor
9 years ago
Apprentice
tahdzillaApprentice

Yay Graphics in Forums - What About Emoticons?Closed

I love that you can post graphics in the forums... Is there any way to add emoticons? :)

1
9 years ago
Apprentice
rrvbuyApprentice

Import into Contact tag fieldClosed

Would it be possible to include tag as one of the fields that can be imported into Contacts?. It is a very useful field and it would be easier to use if it could be imported It's a great way to classify contacts into customer type. It would also be helpful to include the address fields in the import.

4
aravind.sundararajan
9 years ago
Apprentice
shilesApprentice

Go back to list of tickets after submitting a responseClosed

From a workflow perspective, we review a ticket and when we are done with a response and hit submit (or update the status of a ticket) we always go back to the list of tickets to pick up another off the queue. It would be useful to have an option to automatically be sent back to the ticket queue after hitting the submit or update button.

1
Contributor
9 years ago
Contributor
thanos.massiasContributor

Mailing listsClosed

I would like an option in the agent configuration page where each agent can subscribe/unsubscribe to Freshdesk mailing lists. One is the existing mailing list for service status updates ( ie intermittent issues etc ). Another mailing list ( that should be created ) is for new articles in the "What's new in Freshdesk?" forum section. 

0
Contributor
9 years ago
Apprentice
jarnoldApprentice

Agent Reminder of Overdue TicketsClosed

It would be great if freshdesk reminded the agent of their overdue tickets?

3
aravind.sundararajan
9 years ago
Apprentice
challApprentice

Update announcements from RSS feedClosed

We already publish software announcements on a wordpress site.  Is it possible to automatically add announcements from a RSS feed?

3
9 years ago
Apprentice
drobinsonApprentice

Announcement Email NotificationsClosed

Hello! I'd like to request the ability to notify users that there is a new announcement on our Freshservice portal. At the moment, users only see new announcements if they visit the portal - not everyone does.I would love to be able to push out a notification via email to all requesters that there is a new announcement. What would be even cooler would be "targeted announcements" where we could email only members of certain departments (e.g., notify the Finance department that the accounting software is down but not bother people in Customer Service about the same).Thanks for your consideration!

3
9 years ago
Contributor
thanos.massiasContributor

Observer event performersClosed

Can you please explain what 'system' means as an event performer in Observer rules? Also, if I want to create a rule that involves someone besides the requester or agent ( this could be one of the the CCs or one of the contacts to which the agent forwards some message ), what can I use? Are these, 3rd party addresses, included in 'Agent or Requester' ? ( because this is the option that seems to have replaced the older 'Anyone' ) PS: I'd really love to have an option for CCs and one option for the rest of the addresses ( anything that is not the requester, an agent or a CC - practically this would be the addresses to which messages have been forwarded like business partners, field technicians etc )

2
Contributor
9 years ago
Contributor
phillip.boushyContributor

TeamViewer IntegrationClosed

Many people in the Logmein/Teamviewer Integration thread mentioned they want Teamviewer Integration. I thought I'd create a new thread that people can up vote to give a better illustration of how useful his might be.Add TeamViewer Integration!

47
aravind.sundararajan
9 years ago
Contributor
keith_11877Contributor

Improved user activation logicClosed

We would like the ability to auto-approve (and send activation for) any new members of a domain we've previously authorized. For example if joe@cyphortxyz.com is given access, I'd like mary@cyphortxyz to get an activation code. However if mary@gmail.com tries, and I've never allowed a gmail.com domain (company..) - then inhibit the activation email. We do not allow account creation (activation email) for accounts that we haven't vetted. This could probably be resolved by simply implementing my prior feature request to remove all the "canned" email rules and just making them "example" rules in Supervisor, Observer, Dispatcher so that I have more flexible logic to apply to them.

2
Contributor
9 years ago
Contributor
chuck.kandzierskiContributor

Additional forum featuresClosed

I'd like to use the forum feature to encourage collaboration among our customers but there are a couple of features that are either not in the product or which I do not know how to configure.I'd like for people participating in the forum to have the option to receive email notifications when the forum or when their specific topic has been replied to, commented on, liked, etc.Also, the default layout of the comments and replies is just a chronological list.  This is confusing when different topic threads are being discussed.  I'd like to see these organized hierarchically so that everything in a single discussion is in one branch of a tree..

6
9 years ago
Contributor
jyensenContributor

When will the iphone app be updatedClosed

Its still build for the old iphone so everything is extra large and crappy looking. Any chance you guys are going to update this? Also having the ability to enter time on the phone and sync that with quickbooks would be a huge help...

3
9 years ago
Apprentice
sflynnApprentice

Add "Additional Items" to Mobile Service CatalogClosed

It would be great if you could add the "Additional Items" options on a Service Catalog item to the mobile web version of the help desk. Currently, the mobile version breaks a service request into two pages, one for the main information about an item, and then the second page to fill in any form fields and list the requester. Maybe "Additional Items" could be added as a "page 3" option?

0
Apprentice
9 years ago
Contributor
sjoyceContributor

Exclude categories in ticket list viewClosed

Would like the ability to exclude a category (or other field) to produce a list of tickets NOT in a department, or NOT assigned to me or Barry.

0
Contributor
9 years ago
Contributor
lcalohContributor

Scenario automations: Add a private or public noteClosed

I'd like to be able to add a public or private note to a ticket while executing a scenario automation. 

0
Contributor
9 years ago
Contributor
vika3dContributor

"View my feedback" option for customersClosed

Customers should have an option to view all topics in forums they created or topics that they voted or commented.

3
aravind.sundararajan
9 years ago
Apprentice
james.matsonApprentice

Pre-populating fields that are not visible to userClosed

 I have set up some custom fields that are being pre-populated in the feedback widget. This is all working fine, but there are some fields that I don't want to be visible to the end users. They just contain information from our website that is relevant to the help desk agents, but we don't want the customer seeing them or messing around with them. If I set the field to be not visible and/or editable by the customer, then the field disappears from the feedback widget as expected, but the pre-population stops working as well. The hidden fields end up blank in the ticket. I know the values are being included correctly in the feedback widget's query string, but when the ticket is submitted the hidden field data is not being included in the POST to FreshDesk the same way it is when the fields are visible. Is there a way to pre-populate these hidden fields?

1
aravind.sundararajan
9 years ago
Apprentice
aamoenterprisesApprentice

How do I allow unverified users to reset their password or create new accounts againClosed

I have configured freshdesk for email,  So every email that arrives in my inbox gets converted into a ticket To prevent sending multiple mails to my customers, I have disabled account creation email from email as I dont want every customer mailing in to get a new account created email  Now, 1. How can I get regular users who signup using the portal to receive the account creation email?  2. Users who already have accounts created from emailing in (but they do not know that their accounts have been created because the email notification is disabled, so they are still unverified users)  are not able to sign up again,  And they are not able to reset password as well, to access members only sections of the portal.   So my agents have to manually reset their password, this is a additional task  So I would Like to have a feature where new accounts are not created for each email, only the ones who sign up should have an account created  Please let me know how to configure this setup

0
Apprentice
9 years ago
Contributor
bambornContributor

Return to service desk category when creating items instead of "all"Closed

This is a minor one, but annoying. It happens in more places than just this, but this is where I notice it the most. When creating service desk items, I select the category first, then create items in that category. When I save the item, it returns me to the main screen, and I have to select the category again. It would be nice if it would return me to the last screen I was one, being the category screen.Perhaps could be addressed by providing a breadcrumb, like in the CMDB

3
9 years ago
Contributor
daniel.youngContributor

Admin Area Sent EmailsClosed

Hi, I would like to be able to quickly see if any emails are going out and why, so a "Sent Items" Icon in the Admin area with all sent emails would be great. Thanks Dan

1
9 years ago
Apprentice
decoremlogoApprentice

Our replys appear in chat/conversation format to costumerClosed

The emails apear in a chat/conversation format to the costumers, similar on how we see on our side. This will help costumers to keep replying the same email and not creating new ones for each response, and it will also help them to understand the ticket system. it will also help the costumer to do not answer the email on the wrong place such as below the line that separate our reply with their replyThis probably has many other benefits

2
9 years ago
Apprentice
jkaplaApprentice

Make FreshThemes available on Garden plan.Closed

It would be great to have access to the Themes gallery on the Garden Plan. For $25/month/agent, something simple like page themes should be available. Please consider adding this capability to the Garden plan.

3
9 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