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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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8951 Ideas

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Skilled Expert
Cara

Search - Should only Show Items AvailableClosed

Currently when requesters use the search feature on the portal, it shows them all the Service Items (regardless if they have access to it or not) if they try and click on one that they do not have access to, it comes up with an error message to say it has not been shared to them. This is poor customer service as you are showing customers a form that they should not or cannot access and then they have to either go back to search or they will call the Service Centre to ask why they cannot access it or where the correct form is.  The search function should only show customers forms and features that are available for them to use and not things that have been hidden. We have internal forms for agents only and they are showing to the customers but not available for them to use. They should not even see that those forms exist, let alone be able to try and click on them or see them in the search function. It needs to be if they do not have access to it, it does not show up.

0
Skilled Expert
1 year ago
jcapitan-shoreline
Skilled Expert
jcapitan-shorelineSkilled Expert

Streamlining Bulk Updates: Less Frustration, More EfficiencyClosed

The current bulk update process in Freshservice, particularly concerning required fields, is a significant source of frustration and inefficiency. Users should not be forced to engage with data they don't intend to modify, especially when it leads to a time-consuming and error-prone experience.Consider this common scenario: I needed to update a set of assets. The process required me to have two tabs open simultaneously – one to identify the mandatory fields and another for the export settings. I had to constantly switch between them, meticulously checking off all the required fields for export, even if they already contained the correct data.After a painstaking export and extensive data manipulation, I attempted to upload the updated assets, only for the upload to fail because I had missed a required field. This meant repeating the entire export process, this time including the newly identified field.The frustration didn't end there. Upon the second upload attempt, the process failed again due to an incorrect date format in a field I never even intended to modify. This forced me to reformat an entire column of data, further extending a task that should have been straightforward.This convoluted process significantly hinders productivity. We should be able to perform bulk updates without being coerced into exporting, reformatting, or re-uploading data for fields that are either already accurate or irrelevant to our intended changes.

0
jcapitan-shoreline
Skilled Expert
1 year ago
llebron
Apprentice
llebronApprentice

Purchase Orders - add field option when importing assetsClosed

Linking POs to assets is cumbersome and time consuming currently. It would be nice to add the purchase order field to the csv. file when importing assets that links back to the previously entered PO to tie everything together in a fast and efficient manor.

2
jcapitan-shoreline
Skilled Expert
1 year ago
mike.prudhomme
Apprentice
mike.prudhommeApprentice

Freshservice Mobile App - Ticket landing pageClosed

On the display field, can you have the option to display Groups? Right now, we can only show:Status Ticket assigned to Requester Priority

0
mike.prudhomme
Apprentice
1 year ago
JoceLeco
Active Contributor
JoceLecoActive Contributor

Analytics: Ability to clone entire page (with all widgets) onto another pageClosed

Hi there,This has been a nice to have since 2 years ago. 😁Please see these two pages:  

0
JoceLeco
Active Contributor
1 year ago
Contributor
JudeHidalgoContributor

Redirect Service Item to external URLFuture Consideration

We want the FreshService Support Portal to be the one-stop shop for all end-user requests.  However, in some scenarios we have other tools which handle these requests such as the Microsoft Entra Self-Service Password Reset Portal, SharePoint forms, etc. There doesn’t appear to be an easy way to create a Service Item which would redirect to another site.  Having this feature would allow us to put all potential requests in one place, but still allow end-users to access the forms wherever they may reside.

6
Skilled Expert
1 year ago
TCrays
Apprentice
TCraysApprentice

Associating assetsClosed

Currently you may associate one asset at a time.Whenever you select “Full fill request” you may select one asset and associate it with the ticket. Afterwards you will have to go to the associated asset and select the next asset and so on if there are more.We would like to have the ability to add all assets that need to be associated to the ticket in one go. Is that a possibility?

0
TCrays
Apprentice
1 year ago
Prathamesh K
Contributor
Prathamesh KContributor

Cannot pull agent group dynamically for task moduleClosed

Hi There, I’m working on use-case where I want to create task on run-time & assign to group based on some selection on SI form. I though of using Custom Object to built the mapping table (e.g. Plant location vs. Agent groups) but then I don’t see task module has any reference to Custom object in-order to assign group dynamically. If you guys can extend CO capabilities for Task as well it would be very helpful.  

0
Prathamesh K
Contributor
1 year ago
Skilled Expert
Cara

Solutions - Nested FoldersClosed

Nested folders / sub-folders should be shown on the left hand side in collapsible section much like the categories are so they are easier to see which sub-folders sit under which folder and the hierarchy.

0
Skilled Expert
1 year ago
Skilled Expert
Cara

kbase - DisableClosed

The ability to turn off kbase emailing. We would like to be able to our system. We do not want people knowing they can email an email address to create a knowledge base. Otherwise this opens a can of worms where people can create an article without actually being a Systems Expert and the risk is one of our agents then follow this process not knowing that it has not come from a source of truth.  Knowledge Articles should only be created by agents and from within the system rather than via email. This then also means that people would not be following our set templated process of what needs to be supplied in an article when they are created and would create more admin work for our Knowledge Officer.

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Solutions - Link to Workflows or Service ItemsClosed

The ability to link a solution article to a workflow or Service Item so that agents are aware of what solution article they need to follow in order to complete this type of request.

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Release Schedule / Calendar - Status PageClosed

The ability from a Release to add it to the maintenance calendar / status page to be visible to customers and agents. In a change you can choose to add it to the maintenance calendar but you can’t from the release module. This may be by design that releases should not be done unless they have gone through the required change process but at least the ability to view the maintenance calendar from the release or once a change is linked to the release then it become visible to show it has been logged correctly and then the release can be conducted from the release ticket.

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Release CalendarClosed

Have a link to the Release Calendar / Maintenance Calendar from within the Release Module. Much like it is in the Change Module. It is easy to get to and less clicks if it is required to be accessed. Means that the Release team have the access from the one window rather than several clicks.

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Move Right PanelFuture Consideration

The ability to move the right hand panel to the top, bottom, left, right or expand it so it is easier to see. This should be made available for each analyst to move according to where best suits them for their work processes.  It has been reported to us my other agents that this panel is too small and would be better suited to be wider and in different positions. If this was able to be customised to be moved around the screen per agent then it would make it easier for each agent to conduct their work practises to their best ability.

0
Skilled Expert
1 year ago
Skilled Expert
Cara

VIP Badge - Ability to Add different typesClosed

The ability to add different types of flags for a customer not just VIP so that we can be alerted when for example a specific type or customer calls. That it may not be a VIP but that their issue may be more urgent depending on what is affected. And if that person has a Flag against their name e.g. VIP that it should always show up next to their name in the ticket view regardless if the column to show that is added. The Requester VIP column should also just be the badge icon not true or false or if not the badge then the name of the tag. Otherwise, it is hard to determine what type or flag it applied to that person.

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Ticket View - Colour CodingFuture Consideration

Ability to colour code tickets according to priority or certain features so it is easier to determine which tickets need to be worked on and better manage the queue. This has been suggested for Freshdesk also but would like this feature also implemented in Freshservice, please.Color coding Ticket Fields/others | Freshworks Community

0
Skilled Expert
1 year ago
Top Contributor ⭐
shannon.mejiaTop Contributor ⭐

Linking Solutions to IncidentsUnder Review

Currently you cannot link a solution to an Incident, but only a problem.   Freshservice should be able to link Solutions to Incidents to keep a record of solutions being used to resolve incidents, not just problems.  

6
Skilled Expert
1 year ago
michaelmartel
Skilled Expert
michaelmartelSkilled Expert

Freshservice Solution TemplatsFuture Consideration

There have been requests going back years for templates in Freshservice Solutions. How about we get this going?

2
Skilled Expert
1 year ago
Skilled Expert
Cara

Dynamic Sections - DuplicateClosed

The ability to add an option to multiple dynamic sections. For example, if you had Create; Modify and Delete. Some fields only applied to one option but others applied to multiple. The ability to add Create to one Dynamic Section but then add it again to another Dynamic Section e.g. if Create and Modify. That way you do not have to add as many rules to the Service Item.

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Service Item - Collapsible SectionsClosed

The ability to create Collapsible section within a Service Item or Incident screen. Giving it a header so you can say that this whole section needs to display in certain conditions and you do not have to section things off with both a line break and a content field, then having to create a rule and remember to add both those fields. This also makes it tidier for the customer and they can collapse sections when they have done it so shrink the screen to only show the fields they are working on and only see relevant fields they are working on. Makes the form more organised.

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Workflows - Which Apply to a TicketClosed

The ability to see which workflows would apply to a ticket when it is logged (we can see what has already run but what about what will run during its lifecycle). So if a rule should not apply to a ticket we can see what the issue is and be able to fix it. And would also mean that analysts would be able to see where the ticket is going or what applies to that ticket and why it may have failed.

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Business Rules - Display in Service ItemFuture Consideration

The ability to see and update Business Rules on each Service Item within the Service Item itself. You should be able to see the Business Rules for each Service Item displayed within the Service Item itself. That way you are not flipping between two different sections to see or fix settings for a particular form. That way you can create the Business Rules in conjunction with the Service Item fields being added and removed and it is clear which Service Item has what Business Rules applied to them.

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Ability to Search Dependent Fields within a Record / Customise Fields Displayed when SearchedClosed

For example, we would like to be able to search for a customer on their Payroll Number / EmployeeID rather than their email address or name. We have multiple instances where there are several people with similar names or exactly the same name and slightly varying email addresses. The ability to display even a preview of customer details in list view and be able to customise what data is displayed in this like we do with assets. In our previous ITSM tool, if you typed a customer’s name the following data would appear for you to determine which was the correct person:  This give better customer experience, as it allows people to determine which is the correct person based on the basic information supplied.  The ability to do this on all other fields is also beneficial. ATM, if you search for data there is no preview or basic list view and means the customer has to know what they are looking for before they even try and search and this is problematic, as sometimes they do not know the options available.The below would also assist with this. It does appear this was suggested 5 years ago, also.Ability to search within custom fields | Freshworks Community

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Ability to display Dependent Fields for Requesters, Departments, Locations, etc.Closed

The ability to add dependent fields in Incidents, Tasks, Service Requests so they can be displayed to the requesters and agents. This allows for the customer to ensure details are correct in those records and if it is not for it to be corrected. It also allows for people to see further fields in case there are records that look similar but have e.g. different payroll numbers or middle name or street address, etc. Displaying further information to the customer and agent prevents incorrect information being supplied. The customer has no other way to check if this is the right record and would then require a call to the Service Centre (creating more work). This is also required for some forms where we need to display certain information to the customer in specific situations but we cannot. We can store the information in the customer record but we cannot display it to them. 

0
Skilled Expert
1 year ago
Apprentice
travisbondApprentice

Ticket Threads - Notifications and VisibilityClosed

  After a couple of years with Threads and moving over from “Discussions” I have these suggestions for “Threads” that would be great to implement. They were already involved in Discussions, so it seems like a step back to not have this feasibility.Would it be possible for us to have a view of all tickets in which we are mentioned in threads, with a task? For example, in the notification bell, might we be able to “filter” notifications in which we are specifically mentioned in a thread? As was the case in FreshConnect, having the little widget in the bottom, right-hand corner provided a handy method of returning to previous tickets in which we were mentioned, in the event we weren’t able to tackle a project immediately in which we had been mentioned. Currently, we are notified on the bell, as well as email; however, our company relies heavily on this internal communication/collaboration within Threads and discussions for teamwork, so it’s easy for them to get buried or lost in emails if the notification is just a single instance notification without a designated placed to return later. Having something like the attached would be handy to be able to revisit those later. Doing the “highlight” feature in FreshConnect was handy, being able to isolate a particular part of the conversation within a discussion. Is there any possibility that functionality could be incorporated into the “threads”? PLEASE can we set a preference to MUTE a thread unless we are specifically @mentioned within it? I cannot express how many times I have been notified of a response in a thread that has nothing at all to do with me. It’s very distracting!

0
Apprentice
1 year 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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