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
florisContributor

Open links in new Tab by defaultClosed

Links in a ticket open in the same window, which is quite annoying sometimes. It would be much better if links always opened in a new window/tab, keeping the ticket open.

6
Contributor
9 years ago
Contributor
sbeesonContributor

Desktop NotificationsClosed

Desktop notifications in browsers that support them would be awesome.  

9
9 years ago
Apprentice
simon.mckenzieApprentice

Change Calendar into Google IntergrationClosed

Hello, Is anyone else interested in having all Changes visible in a shared Google calendar outside of the tool? I thought the calendar intergration would do this out of the box but it appears to be orientated towards displaying tasks. Regards

0
Apprentice
9 years ago
Contributor
luke_10029Contributor

Notification SystemClosed

Given how everyone deals with email overload...what about having the ability to be notified on the desktop of important events like notes on tickets, ticket assignments, etc.  Perhaps utilizing something like Growl or how Chrome pushes desktop notifications:https://developer.chrome.com/extensions/notifications.html or http://www.w3.org/TR/2011/WD-notifications-20110301/

34
9 years ago
Apprentice
michael_14335Apprentice

Saving contacts while on the phone callClosed

It would be extremely helpful if you could save customer contact information while on the phone, as opposed to having to save a default ticket, then going to update the contact later.  Does anyone else see this as a need?

1
9 years ago
Apprentice
jbatesApprentice

Asset View Only AccountClosed

It would be nice to have a basic account that can only view assets and asset reports without using an expensive license. You could even include a few in the different plans you offer and if more are needed users can be purchased at a small fee.  We have 5 locations and would like users to scan a device to find the owner.

0
Apprentice
9 years ago
Apprentice
alnmApprentice

Integrate Freshservice account with SCCMClosed

Hi, We want to integrate Freshservice account with SCCM. We have four SCCM sites. My question is that if we have four SCCM sites then how to connect SQL server? Can we connect multiple SQL servers with one Freshservice account to integrate with SCCM? Thank you Best Regards, Ali

0
Apprentice
9 years ago
Contributor
a.shafiContributor

Hiding Service Catalog tab from portal based on groupsClosed

I have use case, we do not want to show the "Service Catalog" tab to some group of users. I know it can be done using coding tweaks. Can anybody help ? Thanks

0
Contributor
9 years ago
Apprentice
lroastApprentice

Search: Need ability to include spaces in the search and not be treated as an "OR"Closed

In assets, I needed to search for "Hub 4" - the word Hub followed by a space and a 4.  When I try it, I get everything that has HUB or a 4.  You can imagine how many results there are.  I tried several alternatives such as "Hub 4", 'Hub 4', Hub 4*, Hub 4%, etc. 

5
Apprentice
9 years ago
Contributor
shmaya.frankelContributor

Date only fieldClosed

Please add another field type, with date only - no hours

2
9 years ago
Contributor
eiren.smithContributor

Regular expression field?Closed

Zendesk has a regular expression ticket field. This forces the pattern of text input. Any plans to add this to Freshdesk?

1
Contributor
9 years ago
Apprentice
sudhir_kApprentice

Expanding the capabilities of FreshDesk Mobile applicationClosed

Considering the fact that Freshdesk has a mobile applications, can the following features be enabled on the mobile application?  1. A Freshdesk agent can be deployed on the end user workstations. The purpose of this agent will be to throw a QR code popup from at the task bar. A user can scan this QR code to log a ticket of the relevant category with most of the details already filled in.  2. Can the agent be integrated with leading self - healing solutions to auto log tickets/service requests ? 

0
Apprentice
9 years ago
Apprentice
ryan_11174Apprentice

Password manager compatabilityClosed

 The front page to my support site does not work properly with 1password. Something about the way the page is coded prevents 1password from entering an email and password. 1password enters the username, but in entering the password the username is then erased creating a login error. Password managers use is accelerating and I am able to use on 30+ other sites without issue. Would be great to use here!

0
Apprentice
9 years ago
Apprentice
jhartmannApprentice

Add Assigned User email address to Asset Report columnsClosed

I would like to see in the asset reports the ability to select the Assigned User's email address as a data column to add to the report.  Our finance team often requests this in addition to the user's name.

1
Apprentice
9 years ago
Apprentice
jdeanApprentice

Reporting Filter MissingClosed

Would anyone be aware of how I can filter reports based on "Date Modified" or something similar, I've looked at everything and only have: Date Created Date Assigned Date Resolved Date Closed Would absolutely love Date Modified. If I'm missing something please let me know, I'm looking to build a report that can show tickets not modified in # of Days or something along those lines. Please let me know if this exists and I'm just missing it.

3
Apprentice
9 years ago
Apprentice
anishApprentice

Priority of a Ticket Should be Included in all E-mail sent to AgentsClosed

When a new note is added to agent(s) or when a ticket is assigned to an agent, then the current priority of the ticket should be sent inside the e-mail, similar to how you include Ticket URL, Subject and Requester for a Note Added e-mail. Have another line that says, "Priority: <current ticket's priority>". If possible, please have the same colour assigned to that priority. This way, agents can put rules based on the priority of a ticket and will be easy for them to manage.

4
aravind.sundararajan
9 years ago
Contributor
matt_13504Contributor

Proactive Chat should work differently on mobile devicesClosed

Proactive chat is an excellent feature and works great on desktops.However, on mobile devices it can really obstruct the user experience.A mobile device user has their screen hijacked by the chat dialog, and most times it is easier to exit the website rather than dismiss the dialog.  This is evident by a massive increase in bounce rates since using the proactive chat feature.The simple solution is to switch it off, but it is definitely generating leads on desktop computers.There should be a feature that allows the selection of behaviour on various devices.For example: You can select Desktop On/Mobile OffOr instead of showing a chat dialog on mobile, the icon could flash.At the very least, some javascript parameter in the widget code to allow a developer to load the appropriate widget programmatically. if(screen.width>360){   //LOAD WIDGET WITH PROACTIVE CHAT}else{    /LOAD WIDGET WITHOUT PROACTIVE CHAT}

4
9 years ago
Apprentice
support_15737Apprentice

Time taken, how can we log and report it?Closed

 I'd like to log a time beside each support request so that we can keep track on the amount of time spent on any particular request. I don't see how this is done, is there documentation on this? David

3
Contributor
9 years ago
Contributor
eiren.smithContributor

Add ability to put horizontal separator line between some knowledge base folders.Closed

I have a long list of folders in one category. Most of the folders I will sort alphabetically. But I want a few of them (the more popular subjects) to be on top. I want a horizontal line to separate the end of me three or so "top" folders" and the remaining folders below them (sorted alphabetically) in that category. Any plans to do something like this?

0
Contributor
9 years ago
Apprentice
dvirApprentice

Custom SQL ReportsClosed

Having SQL reports for helpdesk and CMDB would complete a major part of "Reporting" on Freshservice. Hope to see that coming soon...

1
Apprentice
9 years ago
Skilled Expert
tyler.brandtSkilled Expert

Automatic user IP AddressClosed

The previous ticket system my organization used (osTicket) had the ability to show the IP Address for the machine the user submitted the ticket on via the web portal. This was extremely valuable as it gave an easy way for agents to remote into the user's machine without requiring more information from the user. It would be great if FreshService could implement a similar function.

3
Skilled Expert
9 years ago
Contributor
jason_14582Contributor

Ability to change Asset Display Name and have it stickClosed

I can't believe I need to even make this as a feature request as it seems like more of a bug to me than the way the Asset List should work.  The Asset Display Name is populated by Discovery Agent or Probe when used, and it will insert the Hostname of the computer or sometimes the IP address of the device. These are often not very useful or descriptive names for MSP's where we often may not even have full control over a hostname naming convention for instance, and every client may have a different naming convention.    The Display Name of an Asset in Freshservice should be completely independent of the Device hostname or IP address.   Currently Freshservice will allow you to change the Displayname to whatever you want, but the next time the Discovery Agent or Probe updates the device it will overwrite the field back to what the Agent or Probe reports.Please offer someway to use customized Display Names that stick.   

1
Contributor
9 years ago
Contributor
thegrandpocketsContributor

Can freshdesk be integrated with CTIs?Closed

Hi! I own a small business and I currently have Panasonic PBX as my phone system and Salesforce. I'm looking to integrate the two with a 3rd party CTI, however, I like Freshdesk too. I'm wondering if there is such a thing, integrate Freshdesk with CTI?

3
aravind.sundararajan
9 years ago
Contributor
sreillyContributor

CC Additional Employees from Service RequestClosed

Good afternoon FS, Could we get a CC field for the Service Request items? We have one for Incident Tickets, but having one for service requests would be very helpful. 

1
Contributor
9 years ago
Apprentice
ross.murrellApprentice

Default Profile ImageClosed

Instead of standard profile pictures, we upload the company logo of where the contact works. It would be good to set a default profile image at the Company level so anyone associated with that company without a profile picture will inherit this photo.

0
Apprentice
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