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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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8948 Ideas

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Apprentice
bobwinteringerApprentice

rentals in Savannah mo.Closed

Need 3bedroom

0
Apprentice
11 years ago
Apprentice
mrgpowerApprentice

Separate Support Widgets For Each ProductClosed

Feature RequestSeparate support widgets for each productAlso the ability to Not have the drop down list in the support widget.

4
11 years ago
Contributor
bambornContributor

Mark an End User as a VIP - all tickets are given High priorityClosed

We should be able to mark a user as a VIP, and have any ticket from them given High priority. There is currently no way to do this, and I don't see any other requests for this although it's a very common feature in other systems.I have tried to figure out how to do this with workflow rules, but since they stop after the first match it is not possible without creating every single rule twice.

4
11 years ago
Contributor
ken.bauerContributor

Ability to use tags as a condition in Supervisor rulesClosed

It'd be nice to have tags as a field in the conditions section of the supervisor rules, so you could run a rule against (or exclude) tickets by applying a tag to them.This could also solve the problem of a rule applying repeatedly to a ticket by adding a tag, and then adding a "(tag) (does not contain) X" condition.

2
11 years ago
Apprentice
jbattleyApprentice

Observer/Supervisor Rules - Add Watcher by "Assigned Agent or Group of Agents"Closed

When using the app, and having email alerts turned down significantly - as the point of this system is to reduce our individual emails...Anyways, simply stated I would like to be able to make a rule that adds the assigned agent as a watcher. Currently you have to specify who.We have a team that monitors our tickets and an urgent ticket is an all hands. The owner of the ticket however should know when someone takes action on work they have claimed. By adding watcher to assigned agent - they would get this ability.

0
Apprentice
11 years ago
Apprentice
shirinaa3Apprentice

For approvalClosed

Hi,as HD agent i create an answer send to shirina3@ (add by command later) and this is not ready to publish to KB, so before needs to be send to an responsible person for review/change i.e. copywriting. From techwriter then come back to originator to content approval and/or update request . this proces should be repeatable until solution is not ready to publish.

0
Apprentice
11 years ago
Contributor
alessio.fattoriniContributor

Add a note and open the ticketClosed

Can you "add a note and open" option? I see all other choices "Add and resolve..pending.."  except "Add a note and Open" If the ticket is pending, I must update status only by sidebar. I think it's useful

5
11 years ago
Apprentice
nstrebApprentice

Last Inventory Date Field Added to CIsClosed

When scanning a CI using the bar code scanner with the mobile app, it will update the "Last Audit Date" field if the CI exists and has a matching asset number.  That is great, however, the windows agent also updates the "Last Audit Date" field when it reports in.  This makes the bar code scanning only semi-useful for physical inventory purposes.My thought would be to add a "Last Inventory Date" field to CIs and have the mobile app update that field instead of the "Last Audit Date" field when scanned using the bar code scanner.

0
Apprentice
11 years ago
Contributor
david.zarnitzkyContributor

Accepting Email Forward from OutlookClosed

One feature that I was really counting on using was the ability for an Agent to forward an email to FreshService that had been sent DIRECTLY to them from an end-user, and having FreshService ticket created show the original sender of the email (that end-user) as the Requester and not the Agent.Sounded great.Except it wasn't working.After a few (frustrating) chats and phone calls with support, it turns out this won't work if you're using Outlook -- because Outlook strips the email address from the forwarded email if the person is internal and replaces it with just their name. While I understand that this is a limitation in Outlook -- a decent work-around would be for FreshService to allow this capability for Outlook users (i.e. many many many business out there), but accepting a Forward as an Attachment, which maintains all original email information.Because, honestly, not having this capability is a *HUGE* bummer and headache.

5
11 years ago
Contributor
heather.wilkinsContributor

Add time stamp to downvotes and upvotesClosed

It's great that we can see who downvoted an article. (I'm hoping we can see the reason, too.) I don't have time to check all the articles to see when people are voting on them. Adding a time stamp to the downvotes and upvotes would help me to see if I should reach out to the user to get more feedback and give me an idea of how frequently people are voting.

0
Contributor
11 years ago
Contributor
matt.cooperContributor

Access to Notes Field on Asset CSV ImportClosed

I love the CSV asset import feature, but it would be even better to have access to the "Notes" field during mapping. We regularly take notes while running inventory, but have to manually update the assets. Since pretty much every CI type has the Notes field, this would be great to map.

1
Contributor
11 years ago
Contributor
nickContributor

Multiple email addresses per contactClosed

A number of our clients have multiple email addresses, and email us regularly from different addresses. Right now as there's only one email address per customer record, this creates a whole range of problems.If I'm looking for a ticket by customer name, I have to go through each record, and sometimes there can be 5 separate email addresses so 5 different contacts. On top of this from the customer perspective, they can't have a single portal login to see all their tickets, they have to have a different login for each, which is never really going to work.Also if you search for a contact by name, the search results will show the Name but no the email address so this does make finding the right one hard, in particular as if you click on one, find it's the wrong one, go back, then it's hard to see which one you just viewed as there is no email address to help tell which record is which.

107
11 years ago
Apprentice
michal.pirglApprentice

EverhourClosed

Hi,Would you consider integration with Everhour for time tracking of tickets?https://everhour.com/Thanks,Michal

1
11 years ago
Contributor
mkozakContributor

When changing TOS, please provide a clear indication of changes.Closed

It appears the TOS have changed, and although there is a link to the prior terms, there's no clear indication of what has changed, why, or the implications.Please provide clarity in the changes to the terms.

0
Contributor
11 years ago
Contributor
cmarriottContributor

Activity Feed & Ticket Summary filtersClosed

Hi there,could I request the option to filter the activity field and ticket summaries on the dashboard by agent group and individual agent please.To clarify a separate filter on each so I could for example have one of my teams activity feed and the agent group I am in as a summary.

0
Contributor
11 years ago
Contributor
cfrankContributor

Freshdesk to Freshservice features missingClosed

I did extensive testing of Freshdesk (Estate) before moving to Freshservice.There are a number of features missing with Freshservice (multiple products with multiple SLAs, Freshphone, Forums, Freshchat) and I'm looking for some clarity around your roadmap. What features are NOT making the move to freshservice? Timeline for Features being added? Can you share any more information?

18
11 years ago
Contributor
tleahyContributor

Knowledge Base Article Star RatingsClosed

I am currently trying obtain readership metrics for my Knowledge Base articles and am unable to do so because of a lackluster rating system which only consists of "thumbs up" and "thumbs down."What I would like to see is a 5-star rating system with a text box for comments. This will provide better readership metrics as well as provide the clients a better Knowledge Base experience because the articles can be updated based on what the clients would like to see in the Knowledge Base articles.Please give this feature request a vote if you would like to see this feature rolled out into Fresh Desk!

1
Contributor
11 years ago
Apprentice
gesdinetApprentice

About spanish translationsClosed

I see partial translations or errors in several pages. How can we fix it? Thanks

2
Apprentice
11 years ago
Contributor
richard.levyContributor

Turn off Keyboard ShortcutClosed

I would like to turn off keyboard shortcuts because I have sent replies by accident by accidentally hitting the R key on my keyboard.All it needs is an option to turn off.

2
Contributor
11 years ago
Apprentice
alexanderjoselugoApprentice

Hot dashboard notificationsClosed

When something important happen, good or bad, a lot of people ask about it, and the first thin that they Do is login on the help desk service in order to put a ticket or (if exist) read any "Hot Dashboard notification" (those should be obvious). This feature is so much useful and will decrease the number of ticket posted for the users.

2
11 years ago
Apprentice
jjApprentice

Change Portal AddressClosed

Is there anyway to change our address from xxxxx.freshdesk.com to yyyyy.freshdesk.com?

1
sajesh.krishnadas
11 years ago
Contributor
luke.skarth-hayleyContributor

Remove "On Behalf Of" from Helpdesk EmailsClosed

Hello,When emails are received from our internal vanity email it shows as "IT Support <freshservice email address> on behalf of IT Support <internal vanity email address>"I thought this was a bug but it turns out there is not an option at present for emails to appear as if they come straight from the vanity email, rather than "on behalf of". Please implement the ability for emails to appear as if they are coming from the vanity email only, i.e. it should just display: "IT Support <vanity email address>"My team are really keen on this feature to avoid confusion for our internal users.

11
Contributor
11 years ago
Apprentice
jamesbApprentice

Assume User IdentityClosed

Please allow Agents who assume the identity of a Contact to EDIT a Service Request that the user (Contact) has already entered. Maybe "hide" the original from all but other Agents view, so original content is still tied to user and NOT deleted? Problem is when user opens new service request and uses copy/paste or puts too small text or other formatting. You already give Agents the power to DELETE and trust "us" to do the right thing. Preserving original content would provide security and accountability.

0
Apprentice
11 years ago
Apprentice
jamesbApprentice

Remove FormattingClosed

Please allow Contacts to see the icon for "Remove Formatting". The icon looks like: AxIt can be seen by Agents, when adding a note or creating/editing a ticket. Regular users (Contacts) can only do this with "CTRL+\" (control and backslash).

0
Apprentice
11 years ago
Contributor
mark.heyworthContributor

Merge duplicate CIsClosed

Some of our devices have interfaces on multiple subnets. They show up multiple times when scanned and I end up with multiple CIs. I would like to be able to merge them into a single CI with multiple IP addresses - if I just delete one it shows up again next scan.I would also like to merge some devices from IP scans with some from the domain scan.ThanksMark

10
11 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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