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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
kim.isaksenContributor

Integration with Asana Task management systemClosed

Hi Asana is a really great task management system, and integration with it from freshservice would be really nice. 

2
Contributor
11 years ago
Contributor
lbarclayContributor

Views: Selection criteria of Last UpdatedClosed

When creating a view, I want to be able to select tickets that were last updated within x number of days.

0
Contributor
11 years ago
Apprentice
jasond_11322Apprentice

FreshFone- Indicate it as a Freshphone Incoming callClosed

We have FreshFone forwarding to our mobiles and so we get a mix of personal and business calls.  It would be great if it somehow showed a call as coming from FreshDesk/FreshFone so we can filter or answer the call differently "Thank you for Calling Fusion how can I help?"  vs. "Sup Daddio!"  Example Caler IDIncoming callerFreshFone - xxx.xxx.xxxxorFF - xxx.xxx.xxxx

6
11 years ago
Contributor
ryanshafferContributor

FreshPlugs and custom fieldsClosed

Is is possible (or is it on the roadmap) to reference custom fields for use in FreshPlugs?  We would like to explore using them as part of a Service Catalog process in which we require staff to enter a contract ID.  We'd like to use that to pull in reference data to the ticket.  This would support a non-IT business function.Ryan

1
Contributor
11 years ago
Apprentice
dilwoarhussainApprentice

Editing Previous Comment FeatureClosed

Can we have the ability to edit previous comments. It seems very silly to have to delete a whole comment because of one spelling mistake. :)

1
sajesh.krishnadas
11 years ago
Apprentice
comettiApprentice

Add "Auto Answer" functionClosed

What do you think of the following function:  - Insert automatic response according to the given condition?Ex.The user reports the problem and putting a keyword (a code), return a default e-mail template specific for that keyword used.Thank you!

1
11 years ago
Apprentice
greig.harperApprentice

Service catalogue - currency and recurring subscriptionsClosed

We're looking at using the service catalogue to allow users to order IT services. Currently the costs seem hardwired to dollars. Is there an option to change this to pounds sterling?Some of our services are subscription based where we'd either pay monthly or annually. An option to deal with these would be great where next months costs get assigned to the user. It'd be a great way of understanding IT costs and highlighting users which might have software subscriptions they no longer need. 

7
11 years ago
Contributor
jijsaxtonContributor

FreshPlugs for CMDBClosed

Wonderful we can now create Custom FreshPlugs unfortunately the CMDB lacks it.

0
Contributor
11 years ago
Contributor
jijsaxtonContributor

Need API's and Placeholders for Locations and DepartmentsClosed

Even though we've loaded up all our locations and details we cannot extract address detail fields. Having Placeholders we could create FreshPlugs for a widget on the side of the ticket view page.

0
Contributor
11 years ago
Apprentice
dan.balintApprentice

Option To Email A Solution To A GroupClosed

We are looking for the ability/option to notify a group of agents when a solution is created.Not every solution is worthy of notifying the team, it would be ideal to have a check box or an email to group button either during the solution create process or be able to email them once the solution is created.

0
Apprentice
11 years ago
Contributor
withoudeContributor

Ability to follow solution/forum categoriesClosed

I know customers can follow individual topics in solutions.However I would love to have my customers be able to follow solution categories and forums.eg. a category could be release notes. Whenever we would post new release notes customers can opt in to automatically receive an email about this.

26
11 years ago
Contributor
cfrankContributor

FreshplugsClosed

Perhaps consider adding a forum category for Freshplugs for people to share their "recipes"?

2
11 years ago
Contributor
james.meadContributor

Add "Request Item" to [New] menu on the dashboardClosed

Would love to see the option of "Request Item" in the [New] menu of an agents dashboard for new service requests. Just saves agents having to first click on [Tickets]

0
Contributor
11 years ago
Apprentice
neeraj.hiraniApprentice

Mapping content of two solution categories to one productClosed

If I have three products 1, 2 and 3 under my parent portal. And in the solutions folder I have 4 categories of solutions A, B, C & D. Today I can only do one-to-one mapping of the solutions. Eg: 1A, 2B, 3C, etc. I want to be able to map more than one solution categories to the products. Eg. 2BC, 3AB, etc. 

1
sajesh.krishnadas
11 years ago
Apprentice
mark.winterApprentice

Is it possible to stop users from creating their own forum topics within a category?Closed

Is it possible to stop users from creating their own forum topics within a category?RegardsMark Winterwww.RemoteTechies.net

1
sajesh.krishnadas
11 years ago
Apprentice
raphael.santiagoApprentice

Filter forums by countryClosed

I would suggest a filter so we can use forums by country and region, so we can filter and interact with users only of our country and in our language if we wish.

1
11 years ago
Contributor
charlie.hawardContributor

Paste images directly into replies and forwardsClosed

I understand that the ability to paste images/screen prints directly into replies has recently been implemented in Freshdesk. Why is this not available in Freshservice? It's a real pain having to either describe step by step to a user how to do something or having to attach a document.I'm beginning to feel like Freshservice is just the poor relation to Freshdesk...

0
Contributor
11 years ago
Apprentice
dj-radyApprentice

Start chat with online user but hidden on customer portalClosed

I would like to hide the chat (Freshchat) on the customer portal, but agents can still see the online users and select one to chat with.The chat window will come up in the customer portal of the selected user as soon as an agent starts the chat.I would like to offer the chat only for selected users and not everyone.

1
11 years ago
Contributor
david.zarnitzkyContributor

Consolidate Dispatch'r and ObserverClosed

OK folks, hear me out on this one.There are currently two types of automation tools based on Ticket settings -- Dispatch'r and Observer. The only two major differences between the two being:1) Multiple Executions: Dispatch'r - does not execute multiple rules -- as soon as it matches one rule, it stops looking for further rules to execute. Observer - does execute multiple rules -- and, in fact, the actions of one rule can affect the triggering (or non-triggering) or a later rule 2) When are the rules checked: Dispatch'r - only acts on newly created tickets Observer - only acts on updated tickets I've already posted a Feature Request about item #1 -- requesting that Dispatch'r should have the ability to execute multiple rules, just like Observer can.But it's item #2 that is the real stinker. Take the following use-case.I want any ticket where priorty=urgent to add me as a Watcher. Simple enough, right?But where do a put this rule? In Dispatch'r or in Observer?Well, let's say there's a scenario #1 -- where an end-user sends an email -- which automatically creates a ticket in FreshService. An Agent picks up the ticket, reads it, recognizes it as "Urgent" and changes the priority to "Urgent".... versus scenario #2 -- where an end-user calls the Agent, and the Agent creates the ticket and sets the priority as Urgent from the get-go.Well if the rule I want is put into Dispatch'r, it'll catch scenario #2 but miss scenario #1. And if I put it in Observer, it'll catch scenario #1, but miss scenario #2. So I have to create the rule in BOTH places -- which is just silly.And it's silly because Dispatch'r and Observer are doing EXACTLY the same thing, with the except being ACT UPON CREATION vs ACT UPON UPDATE.I can't think of a SINGLE reason why Observer couldn't be changed to ACT UPON CREATION or UPDATE, and take over the roll of both automation tools.Would love others' thoughts on this.

5
11 years ago
Contributor
lcalohContributor

Add link to Facebook post in ticketClosed

Just as we get a link to the Twitter status in tickets generated from Twitter, we should also get a link to the Facebook post in tickets generated from Facebook. It's helpful to be able to click through to Facebook to verify that our response was posted, or to be able to share the post with a colleague. 

4
11 years ago
Contributor
jijsaxtonContributor

CMDB Auto Update QuantityClosed

Auto Update the quantity for a product when a new device is added to the inventory. Also reflect under Vendor

2
11 years ago
Contributor
cmarriottContributor

Different views of the Service Catalogue from the end user portalClosed

Could I request the option for different views of pages in the Service catalogue from the end user portal. Currently there only appears to be a kind of tile view which only displays a certain amount of characters and as it defaults to show all it looks messy compared to the list view you have when creating a catalogue request as an agent.It would be great if the list view was an option :)

0
Contributor
11 years ago
Contributor
keith_11877Contributor

Separate first/last (sur/given) names for contactsClosed

 It's really surprising that Freshdesk still treats this as a concatenated field given that in India and many other parts of the world our (first then last) convention is reversed. This results in some awkward email and case notifications at times. Now that we have custom fields there is a workaround, but it's still not integrated in such a way that you can take advantage of it in templates.So this request is to get proper field separation (as well as additional standard fields common to almost all CRM) so that {contact.firstname} can be replied upon.

0
Contributor
11 years ago
Apprentice
tonyjApprentice

Resolve without emailing requester, Close without emailing requesterClosed

Often, after a ticket has been resolved/closed, the requester will reply to the resolved email with a "Thank you", which will re-open the ticket. When we have to re-resolve/re-close it, they are again emailed that the ticket has been resolved/closed.I'd like the ability to resolve or close a reopened ticket without triggering an email to the requester.

2
11 years ago
Contributor
ben.greenoContributor

Place Announcements in DraftsClosed

I'd like to be able to move an announcement into drafts so that I don't have to delete it, but it isn't posted in the helpdesk or the portal.

0
Contributor
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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