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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
allyContributor

Sort tickets by created Ticket fieldClosed

Would be great to be able to drive the sorting or view of tickets by fields I've created to manage tickets. As I am using this for process driven requirements, there are due dates for tasks which is a critical field for me. Even if I was able to change the due dates added by you although linked to priorities.

0
Contributor
9 years ago
Contributor
louisContributor

Label Probes to know where assets are being detectedClosed

When running discovery probes at different customers, the assets are recorded in FreshService, but there is no way of knowing which customer the assets belong to. A way around this would be to configure the probe (at installation) with the Customer Name - which is then added to every asset record.

0
Contributor
9 years ago
Apprentice
clement.stenacApprentice

Multiple webhooks in a single ruleClosed

Hi,As far as I can see, there is no way to have multiple "Trigger Webhook" actions in a single Dispatcher or Observer rule.Since there can be only one Dispatcher rule handling a new ticket, this means that there is no way to post new ticket notifications to two different webservices.(We tried Zapier but the processing delays are too high)Thanks for considering this,

1
9 years ago
Contributor
jinlong.yeContributor

Ability to Edit Email Notifications Template for Agent Private NoteClosed

We need the Ability to Edit Email Notifications Template for Agent Private Note. Right now it's defaulted to this ugly looking email with too much spacing in between.

2
9 years ago
Apprentice
allison.whitehouseApprentice

Users add catalog items to Service RequestsClosed

We use a service catalog item to capture information required for processing New Hires through IT. Currently users can request a New Hire through the service catalog and fill in required information for the build (e.g., include Adobe Professional, Visio, etc) from items on the form. Our Agents then need to review the ticket and add the other catalog items (e.g., software requests) from the service catalog. We would like end users to have this functionality as well. When the user selects the New Hire item from the catalog, the user can then add requested catalog items to the initial service request. 

2
9 years ago
Contributor
selleckjContributor

A Road Map in Freshdesk (not for Freshdesk - but for each of us to use on our own sites)Closed

I don't need all the feature of Aha.io ..  But I would like the ability to public a list of accepted and implemented features - with version numbers from our own Freshdesk site.

0
Contributor
9 years ago
Apprentice
aoomApprentice

Custom Prioritization in Tickets ViewClosed

As the lists of tickets can get long and the labels for priority are somewhat meaningless in the scheme of things, I have started creating additional to-do lists to order my tickets in their priority.  A feature I feel would be useful to prevent added steps could be a drag-and-drop ordering of the tickets outside of the pre-defined sorting. That way, I could work down the list and not need to search through multiple tickets of the same priority or of similar title, or need to set priorities via the dropdown on each ticket, which is time consuming and not ultimately helpful. 

0
Apprentice
9 years ago
Contributor
nick.sykesContributor

Service Catalog: Both wonderful and uselessClosed

First let me say I love the Service Catalog, but it's useless because I can't actually *DO* anything with the data captured. I feel like I must be missing something but the only way I can find the Request Item data is through the FreshService UI. I can't access it through the API I can't use it as a placeholder on Emails I can't report on it Because of this I can't expose that data to anyone other than an agent, and often times I need to get it elsewhere. Are there plans to make this data accessible - or am I missing something really obvious?

2
9 years ago
Contributor
vincent.castagnetContributor

Department field in Change/problem/releaseClosed

As there is a "department" field in tickets, can there be a "department" field for changes/problems/releases ?I am not talking about a custom drop down field that I have to populate manually, but the same field there is in tickets, linked to the system department list.In MSP environement, I have to be able to report every single item for each customer, every quarter: hom many tickets/change/problems openned, etc.Without the department field, I am unable to trace that.Thanks ! :)

2
Contributor
9 years ago
Contributor
bambornContributor

Add Service Catalog Category to Dispatch'r conditionsClosed

It would be great to be able to create Dispatch'r rules that run against any item in a service catalog category. I have to specify each item, which means if I add an item, I have to remember to go find the rule and add it there as well.

4
9 years ago
Apprentice
rino.bertolottoApprentice

Windows Phone AppClosed

 I've seen there are just iOs and Android apps, but not yet for Windows Phone. Have you in mind to build an app for Windows Phone?RegardsRino

7
9 years ago
Contributor
calderon.rogelioContributor

Priority Matrix RulesClosed

Basically the priority matrix is useless without being able to set impact and urgency based on dispatcher, supervisor and observer rules.  It doesn't make sense that Freshservice Dev team would include impact and urgency rules in scenarios, but leave them out on observer, supervisor and dispatcher rules. Please add impact and urgency in the actions for those rules. Thanks

0
Contributor
9 years ago
Contributor
louisContributor

Advanced search for assetsClosed

I'd like to be able to search and report on assets with more granularity than is currently available, for instance: Example 1: List all assets where type=Desktop and Company=unassigned and where Warranty<3years. (Show me a list of Desktop Computers which are not assigned to a Company and which are still within a 3 year warranty) Example 2: Count all assets where type=Desktop and Company=VultureFinance and where Warranty>3 years and Warranty<5years (Show me the count of Desktop Computers belonging to Vulture Finance which are older than 3 years) Then, schedule a monthly report and send it to me.

0
Contributor
9 years ago
Apprentice
dkholodovApprentice

Sharing reports inside FDClosed

At the moment the only way to share custom reports is through pdfs send to e-mail. Ideally configurable live reports should be available inside FD for specific groups configured by Admin. Any plans to implement this?

2
9 years ago
Apprentice
gregory.hannamApprentice

Freshdesk and Free Agent integrationClosed

I have seen this bought up about 4 years ago but feel its worth reiterating that this would be incredibly useful for my company. We rely on freeagent to track time and would like the two to talk to one-another to save double data entry

1
9 years ago
Apprentice
rsspokemongoApprentice

Send reply → Take agent back to listClosed

My team has been asking for a feature where, upon sending a reply, they would be automatically be taken back to the ticket list OR to the next ticket without scrolling up and clicking the arrow. Is this something we can work on? The fewer clicks, the better.

1
9 years ago
Contributor
tiele.declercqContributor

Mobile app - Single Sign On LogonClosed

Our freshservice is set-up using Azure single sign on services but because of this our users cannot log on to the mobile app until servicedesk sends them an password reset mail so they can set-up a freshservice account password.Currently there's only one option: the web based freshservice site.The web app should implement the same single sign on.

1
9 years ago
Contributor
stephen.shephardContributor

Easy, valuable changes to Time Sheet ReportClosed

This report is helpful for determining billable hours by customer, but I would like to see some simple changes made: Time Period - add option for "Last Calendar Month", "Previous Calendar Year" Requester Field - would be great to select which fields are shown on report, including customer and customer location

0
Contributor
9 years ago
Contributor
fabrice_14622Contributor

Prevent notifications sent to certain customers or other criteriaClosed

Hi, based on various criteria, I'd like to prevent some e-mail sending, even though the general setup is fine for the vast majority. For example, some customers should never receive an e-mail from the help desk (even if we mark the ticket as closed or solved) Or it could be a certain type of tickets or a group… The short form is: can you define criteria to send notifications?

0
Contributor
9 years ago
Apprentice
jtreisApprentice

Ability to Edit Default Reply TemplateClosed

Forgive me if this is already requested or is already a feature I did some searching and couldn't find this. The only thing I could  find is canned responses.We would love the ability to edit the default reply template for tickets. The current is much too formal for us and we would love to be able to change it to something that better suits our business rather than edit/remove what's there with every reply.

4
9 years ago
Apprentice
andy.howardApprentice

Show response time on ticketClosed

There's currently no easy way I can find to show the response time for an individual ticket. I can go in and manually calculate that, but I can't see the response time that's used by the SLA. 

1
9 years ago
Contributor
carltContributor

Rules Supervisor, Dispatcher & Observer: Conditions based on Ticket CountsClosed

I'd like to be able to set rules based on ticket counts...For exampleSupervisorCondition If Company Open + Waiting On Customer + Waiting on Third Party Ticket Count is Greater than 10Action Notify Account ManagerDispatcherCondition If Company Open Ticket Count is Greater than 5Action Send Email Informing Them of Delayed ResponseObserverCondition If Company Waiting on Customer Ticket Count is Less than 1Action Post to slack

1
9 years ago
Apprentice
zaida.detevesApprentice

Request Chat window pop-up versus embedded in web browserClosed

Are there any options to have the chat window pop-out into its own window instead of being embedded into the web browser window? We used LiveChat previously and now that this feature is not an option, our customers and agents are both very unhappy with our new chat program. We provide software support and often require clients and agents to jump around from our software to web browser and to other programs also so having the chat window only available from within the web browser is very incontinent and often causes our clients to not realize we have posted a response which in turns leads their chats to time out.  Is there anything we can do about enabling or adding a pop-out chat window that is independent of the web browser. 

0
Apprentice
9 years ago
Apprentice
saima6411Apprentice

Where can I find my Freshdesk subdomainClosed

Where can I find my Freshdesk subdomain?

1
aravind.sundararajan
9 years ago
Apprentice
ronrec002Apprentice

about suppotClosed

i need a full support for my device

0
Apprentice
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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