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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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Contributor
tiele.declercqContributor

User language by browser languageClosed

We are supporting a multilingual organization (mainly Dutch, French and English). Our users (and management) demand all of their tools in their native language.We have currently selected English as the default language in the settings but when users need to log on or approve or reject a service request their freshservice page is in English.I have already covered the logon page using single sign on but the approval page remains a big problem.I understand that the approval link should not require a logon and I really like this. This should not change. But the default portal language should first look at the browser language and display in this language.

0
Contributor
11 years ago
Contributor
matthew_12159Contributor

Freshfone Audi recording lengthClosed

The current freshfone playback tool is not effective in selecting where in the playback you try and select a certain time frame :It would be much better to have a line like in windows medial player/itunes etc where you can select the time frame with more accuracy, or at least make the circle larger.

0
Contributor
11 years ago
Apprentice
ratuckerApprentice

Inventory ManagementClosed

 Is there a way to scan in inventory into Freshservice via a barcode scanner?

2
11 years ago
Apprentice
rmaApprentice

widget and email commandClosed

Hi,I recently start to use your system. Great job! I ownder if there is some way to indicate (populate) to the widget the requester email, and email commands. the page where I use this widget use login which is not an standard.thank you

0
Apprentice
11 years ago
Contributor
jrodierContributor

Modified Date/Time for SolutionsClosed

Currently, all solutions are only listed with the created on information. We would really like to add the modified on data for the articles, as this would help us keep track of which articles have been updated, and which have not. Thanks!

1
11 years ago
Contributor
esmithContributor

Feature Request: Customize Status MessagesClosed

Right now, the only options for a Ticket status are Open, Pending, Resolved, or Closed. When you select pending, the ticket is flagged (for the requester at least) as "Awaiting your reply." There are times when we are not awaiting the requester reply, such as if we are waiting for a response from a VAR or a response to a service request approval.Is there a way we can either customize these flags (So, for instance say "Waiting for Approval" or "Waiting for response from VAR") or just simply an "On hold" option, where it doesn't flag as waiting for Requester response?Thanks,Eric

2
11 years ago
Apprentice
john.baikApprentice

Adding additional email aliases to existing requestersClosed

We use google apps at our company so it is great that users have the option to log in to freshservice with their existing google accounts. However, many users here have at least 1 or 2 additional email aliases tied to their account. The issue is that if an existing requester replies to a ticket with their send as alias email, it creates a new requester since it does not know of their already existing account.Is there a way to add additional email addresses to a requesters account so the system can associate it to the same user?

2
Apprentice
11 years ago
Contributor
michaelrContributor

Disable mail notification when the requester is also an agentClosed

Once in a while we have a problem with one of our servers, or an issue that has to do with multiple users - In those cases the person that opens the support ticket will be someone in the IT team, which also acts as an agent in Freshservice. This results in multiple mail notifications being sent to said agent, both about the opening of the ticket and for every comment sent. An option to disable certain mail notification when the requester is also an agent will be great :)

0
Contributor
11 years ago
Apprentice
james.wrightApprentice

Forum posts notificationsClosed

Please develop a little dancing notification icon for the top right of the admin dashboard so that I can easily see when when there are new forum posts without having to remember to go and manually check in the Forums if posts need moderation.Thanks!

3
sajesh.krishnadas
11 years ago
Apprentice
glen.martinApprentice

Vendor contact form improvementsClosed

When I am adding a new vendor (from the "Vendor" drop-down when adding a new contract CI, there are a few issues and ambiguities: The form has a field for "Primary Contact", with fields below for phone, mobile, and e-mail, but there is no description text for the fields.  This makes it unclear as to whether the contact info should be entered for the primary contact, or generic info for the vendor. When completing the "Phone" field, a warning appears "Please enter a valid number", but there is nothing to indicate what syntax should be used.  Descriptive text (or at least a descriptive error) would prevent the guessing game of "What format does the app want me to use?".  Even better, input validation masks could be used to accept various input formats and convert them to a standard format.

1
11 years ago
Contributor
stuartfairbairnContributor

Teamviewer IntegrationClosed

HelloAny ideas or plans to include Teamviewer integration - I see this is available within FreshDesk.ThanksStuart

11
Contributor
11 years ago
Apprentice
nurenaApprentice

Be able to select the theme for the portal from the dropdown menu on the adminClosed

The way to install the themes and personalize them is too difficult at this point, it would be great for the administrator to have the ability to select the themes right in the admin tool and customize it with their own color etc.

0
Apprentice
11 years ago
Contributor
rhafenbredlContributor

Scenario that adds last private note?Closed

Situation: We frequently have a ticket assigned to one agent, but would like to send a private note to that entire group (or more than one group).  Currently, you have to select all agents individually in the Private note.  If we had the groups listed and could select those, that would suffice.The other solution would be to make the "Last Private Note" one of the Placeholder choices in the Scenario Automations.  I see "Last Public Note" is a choice, but not "Last Private Note."  Then, I could set up a scenario to send the last private note to the specified group.Rick

3
Contributor
11 years ago
Apprentice
frogportalApprentice

List solutions by TagClosed

Hi team,I would be really helpful to get a list of solutions by the Tags we attach to each solution.For example, we have two solution categories, and some of the solution articles inside them are both related to REST-API.It would be much more efficient to reach both of them with search for the tag, instead of copy the solution from folder to folder.Thanks

0
Apprentice
11 years ago
Apprentice
drobinsonApprentice

Observer rules where the trigger is attaching to another entityClosed

Hello! I would like to request the ability to set up Observer rules that fire when one entity is attached to another. Consider when a Change is attached to a Release. Currently, it is not possible to set up an Observer rule where:On event "Change attached to a Release"Update status of Change to "Pending Release"E-mail Service Desk.The latter two actions are possible, but the trigger is not possible. Our use case is that our Technical Development team owns the Release & Deployment process, and they review Change records and decide whether an upcoming Release will include any given Change. They want to be able to attach a Change to a Release and not have to go back into the Change and manually update the status field.We basically want to be able to use "incident/problem/change attached to problem/change/release" as a trigger for Observer rules.Thank you very much for your consideration! Please let me know if you have any questions, I would be more than happy to clarify.

1
Apprentice
11 years ago
Apprentice
jamie.kesterApprentice

Ability to move Forum Posts (responses) to new topicClosed

I have had some replies to forum posts that should be their own topic.  I would like the ability to select a response and change it to a new topic in the forums.  I would also be able to mark another users response as an answer other than my own post.

4
sajesh.krishnadas
11 years ago
Contributor
bambornContributor

Show carriage returns when viewing catalog item multi-line text fieldsClosed

When I put a multi-line field in a service catalog item, like "Description," it's all flattened out in the ticket view. It does now show carriage returns, which can make it very hard to read. I have to take the ticket into Edit mode to see lists, and often just copy and paste that into a private note so I can read the instructions as I go through the change.Example attached of what it looks like in view, and what it should look like as the user typed it.

1
Contributor
11 years ago
Contributor
cmarriottContributor

Initiate a change from a service requestClosed

I have noticed this post https://support.freshservice.com/support/discussions/topics/298266 in the tips and tricks section that already covers this but i'm asking in the feature request section as I feel its a better homeIn our workflow we will be looking at adding a service item into the catalogue for end users to raise change requests as in reality the system changes are driven by the business. This would consist of a form created with required fields in regards to business case, who is sponsoring the request etc.. then once received as a service request to the ticket queue the relevant approvals can be asked for. once these are received we would look to convert this to a change request so it can be reviewed for planning and resource etc,.. currently this can be done but will require a bit of copying and pasting between tabs so I'm requesting that a change could be raised from the request carrying all the relevant information that would make the process flow smoother with less administration.Many thanks in advance 

11
Contributor
11 years ago
Contributor
cmarriottContributor

Separate templates for Incidents and requestsClosed

Hi,Could I request a separate field template for Service requests to Incidents as currently if we have a required field on an incident say in relation to impact, this also shows as a required field in the service request, where not only is it required but has no relevance. Could a way of filtering custom fields to show in just incidents or Service Requests be added please.

2
Contributor
11 years ago
Contributor
richard.levyContributor

Minimise NotesClosed

Hi,I feel it will be beneficial if you had the ability to minimise notes within the Freshdesk ticket list. So you can chose which messages are showing in the open ticket.Thanks,Rich

0
Contributor
11 years ago
Contributor
sfenderContributor

Allow automatic department additionsClosed

 Since we have all of our information about requesters coming from our AD, it would be great to have the department move over as well. Or have a way to create a rule to automatically add requesters to departments.

4
11 years ago
Contributor
jgaltContributor

Loaner equipment planning in CMDBClosed

Right now we are using the CMDB to manage assets loaned out to our users, and it works great, my only wish right now for this is the ability to book an asset (loaner laptop) out into the future. I have created some custom fields for "scheduled pick up" and "scheduled return" but this doesn't allow for a request that is happening say, 3 weeks from now. It would be great to have linear view for assets in a pool. Think Gannt Chart-ish. I think this would be a great selling point for Fresh Service as it is something that has been missing from every place I've ever worked as an integrated solution. It's always the orphan.

0
Contributor
11 years ago
Apprentice
agarzaApprentice

Mac agentClosed

I would like a apple agent for our mac's. This would be great.

7
11 years ago
Contributor
richard.levyContributor

Ticket FiltersClosed

I think another handy feature would be able to filter merged tickets from the ticket list. I have to find out how many unique issues have been raised from a customer but I am struggling because I can't filter out tickets that have been merged. I have to include closed tickets into my search so I can't filter just closed tickets.

0
Contributor
11 years ago
Contributor
joe_williamsContributor

Add Change number to Changes attached to ReleasesClosed

 I would like to see the Change ID's in the list of Changes linked to a Release. It would make it much easier to discuss and review with other users. We will have Releases with 10 - 15 changes attached. Reviewing by number would be awesome. I would also sort the changes by ID as well. Thanks.

1
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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