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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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Apprentice
sebmaster84Apprentice

A displayName as a separate attribute within Freshservice, in addition to the existing attributes like first-/lastnameFuture Consideration

Hi everybodyWe handle first-,last- and displayName in a different way. Let me explain you by an example, why we have different first-lastnames and displayNames:We use within our university’s IDM the complete name (all first- & lastnames) of an employee or student, like for examplefirstname: Tiago David Manuel lastname: Da Silva Ferreira dos Santoswhich is important to us and used for contracts or diplomas from our university. But thedisplayName: Tiago dos Santosis used within all other software applications, as well a for the email address (Tiago.dosSantos@myuniversity.ch) etc.In addition, students and employees never use their complete name in daily business…That is why an individual displayname is so important to us!!Using another custom-attribute would only be useful, if Freshservice can display this everywhere within their Application as proper Displayname for the users and agents, instead of displaying  this “abused” firstname/lastname variable.Maybe others are facing same issues.Thank you and best regardsSeb 

0
Apprentice
1 year ago
Apprentice
m.soveriniApprentice

Log Time button positionClosed

Hi,we are using time tracking feature in freshdesk.Now, the log time button is located in the 3 dots menu in the ticket page.Can we move it in a more accessible area? For example in the ticket actions bar, and if it's possible in the ticket list view (card or table) have the possibility to start the tracking time from there.

0
Apprentice
1 year ago
Peter Helto
Top Contributor ⭐
Peter HeltoTop Contributor ⭐

Employee Onboarding - Share with departmentFuture Consideration

This is covered in two community posts but I did not see a formal idea request.  My HR dept. has more than 1 person putting in onboarding and offboarding requests.   They need the ability to see each others requests to prevent duplicate requests (which are occurring) and to follow up with status of a requests when the other person is out. I have suggested this to support via chat, email and zoom 3x.   The easiest way to implement this would be to add the Admin view on the support portal to filter “Requests initiated by All”  

8
Kamakshi
1 year ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Decimal field - Truncation lengthClosed

Did some searching on this and couldnt come up with anything that already exists surprisingly.  Over a year ago we identified that with the decimal field, it automatically truncates any trailing zeroes beyond the first place (Ex: 10.90 on the service item is changed to 10.9 after submission). This only happens with trailing zeroes.  I raised it as a potential bug back then and was just now informed it’s not a bug and is considered a feature request and is not on the roadmap.This truncation can cause questions when looking at the field as part of a service item as it’s unknown if the user missed a second digit or the value was indeed 10.90 when submitted. The ability to specify the length on the decimal field or via business rule on a service item would alleviate this while also being able to allow for further decimal points should there be a need for that.  Alternatively, the creation of a field type of “currency” which mandates a length after the decimal shouldn’t be too difficult. ISO4217 (https://en.wikipedia.org/wiki/ISO_4217) shows 9 countries with more than 2 numbers after the decimal point and no countries using a single digit.

0
Medic1334
Top Contributor ⭐
1 year ago
mfiss
Contributor
mfissContributor

Offboarding Module - Do not mandate Employee Email fieldFuture Consideration

In our organization, we do not give email addresses to all employees. Therefore, the offboarding module cannot be used since the employee email field is mandatory and cannot be unchecked.Maybe there are others out there in the community that would use the offboarding module if the FS admins could choose which fields to be mandatory.

4
Daniel Söderlund
Top Contributor ⭐
1 year ago
Skilled Expert
MDaviesSkilled Expert

Onboarding/Offboarding Module Quality Of Life ImprovementUnder Review

I’d like to suggest a couple of minor quality of life improvements for Administrators who might be configuring the Onboarding and Offboarding modules for the first time or making changes. Firstly, when configuring Parent and Child Tickets it would be nice to be able to drag selected fields up and down to reorder them.The upshot of this would mean there would no longer be a need to, in some cases, remove all fields one by one and then carefully add the fields you need in the order that you require. Next I’d like to suggest that ‘Select All’ and ‘Select None’ buttons be added to the ‘Associate Fields’ part of the configuration processThis will help Administrators more easily configure Child Tickets in various scenarios.Cheers :)

5
Kamakshi
1 year ago
Apprentice
shashwatmathurApprentice

Missing predefined values in list filterClosed

There are no predefined or hardcoded values for Last Week, Last Quarter, Last Month, and Last Year while applying a filter under lists. It is challenging to manually change the dates as a temporary work around if we have multiple lists created and if we have a dashboard that is created and shared with senior leadership

0
Apprentice
1 year ago
Skilled Expert
Stague71Skilled Expert

Configurable/Adjsutable width of right hand paneUnder Review

Hi,can we please get the width of the right hand pane, where requester info, properties etc are shown for tickets, to be adjusting in width (e.g. proportionally to the screen size used) or configurable in personal preferences? thanks, Günther

1
Apprentice
1 year ago
Apprentice
Miriam BrownApprentice

Why can't I widen the columns in the ticket list viewClosed

The ability to widen the columns in the ticket list view would be extremely beneficial for fields that contain a large amount of data.  Static columns are not very helpful  

0
Apprentice
1 year ago
Skilled Expert
MDaviesSkilled Expert

Grant 'subcondition' options to the Onboarding and Offboarding ModuleFuture Consideration

When working on Ticket Workflows you are afforded the option to work with subconditions if the Condition relates to specific Service Catalog Items.For example:I think it would make sense if this mechanism is somehow expanded to work with the Employee Onboarding and Employee Offboarding modules.With this you could more easily build out conditional workflows based on, for example, an Employee’s location, role, what type of assets are attached to them etc. etc.This removes a lot of the need to perform various API request, Expression, Parsing or you name it type steps.

4
damon467
1 year ago
Apprentice
shashwatmathurApprentice

Field not available under Group byFuture Consideration

While creating a analytics report under Assets, we do not have the option to have “Type of OS” under Group By as a filter which is a major concern for us. Considering how mature FreshService is a product, this functionality should be there under the report.There are multiple use cases that can be found with this feature and many other fields which do not have this functionality due to data type limitations.

3
mbackwater42
1 year ago
Daniel Söderlund
Top Contributor ⭐
Daniel SöderlundTop Contributor ⭐

Bulk assigning tickets to group without agentFuture Consideration

Hello everyone,Only way I have found to assign multiply tickets to another group with no agent is using a scenario.There should be a option in “Bulk update” and “Assign to” to select the group and non as agent.  //Daniel

7
Daniel Söderlund
Top Contributor ⭐
1 year ago
Apprentice
Al3xDApprentice

Hide deactivated agents on mobile AppClosed

Hello, For FreshDesk desktop version, once an agent is deactivated it cannot be assigned to a ticket.The agent is not visible in the drop-down.But, for the mobile app, the deactivated agent is still visible and can be selected.We need the same behavior for the desktop version to be implemented on the mobile app.Thanks,Alex​​​​​​​

0
Apprentice
1 year ago
bryanpds
Apprentice
bryanpdsApprentice

Solution Articles AnalyticsDelivered

Reports/Analytics should be able to be built based on Solution Articles.

4
Amrit Mishra
1 year ago
Apprentice
dfodorApprentice

Add KB /Solutions articles metrics (report in Analytics and KB Dashboard) to FreshserviceDelivered

We just transitioned from Freshdesk to Freshservice recently and while in Freshdesk there were metrics about KB/Solutions articles either on the Dashboard or Reports in Analytics, we cannot find any of these in Freshservice.We looked at possibly creating a custom report under Analytics but could not find any widgets, templates or dimensions for the KB/Solutions articles.We had a call with Freshworks support and we’ve been told that currently there’s no way of creating a Knowledge Base report (like the one in Freshdesk) that will include metrics like Articles created, updated, approved, published, Articles views, likes, dislikes, feedback, suggested, creation date, etc.Also there is not possible to use API to generate this kind of report either.We have been advised by Freshworks support to submit this idea here on the community webpage with the hope that other people will consider it useful and vote on it so that Freshworks will add it to their development pipeline.These KB metrics (report and dashboard) will make sense for at least these two reasons:Freshservice still have a Helpdesk included with a portal that has a Knowledge Base section. Freshdesk has this capability, it will be as simple as replicating it in Freshservice. Makes no sense that a lesser product (Freshdesk) to have better options than the supposedly better product (Freshservice). Any permanent solution, Known Error or Workaround created for Problems in Freshservice are saved under Solutions section. And all those need at least a report to be able to manage them correctly.Thank you everyone for the votes and Freshworks for adding to dev. pipeline to include this to Freshservice! 

12
Amrit Mishra
1 year ago
Skilled Expert
HVHSkilled Expert

Timezone settings subscribers statuspage centralizationClosed

We have a private statuspage for our clients, our clients have to ask to become a subscriber.Complaint from our current subscribers is that they need to logon into their profile to change the timezone because the standard is UTC.Also we have subscribers wich use a shared mailbox, password is not available for these mailadresses, so it's not possible to change the UTC time to the wanted timezone.Hope this is on a roadmap for centralization!

1
chanley
1 year ago
Gaj
Apprentice
GajApprentice

Kandji app for AssetClosed

Please create a Kandji app for asset creation and updates similar to Jamf

0
Gaj
Apprentice
1 year ago
zachary.king
Top Contributor ⭐
zachary.kingTop Contributor ⭐

Ability to create/save Work Calendar ViewsFuture Consideration

It would awesome if we could save Work Calendar views. It takes multiple clicks to get the ability to see a calendar view of all our changes. Once we get to that calendar view, and filter it as such, it would be great to be able to save that view for easier access in the future!Tagging some others who might benefit from this as well. @keefe.andrews @Daniel Söderlund @msconfig87 @afautley @ggallaway @eeha0120 @mbutler @tmcgeorge

2
1 year ago
Apprentice
csaltApprentice

Freshdesk: Move Executre Senario ButtonClosed

We use execute scenario quite a lot. A great feature. However, as an automation feature though it seems counter productive have it hidden and not on the top line. It is just extra clicks to access the item that is there to reduce user input. 

1
PriyaRavichandran
1 year ago
JunN
Apprentice
JunNApprentice

absolute date notation in Freshdesk Japanese UIClosed

In news websites, social media feeds, etc., the date of each article may be expressed in relative notation. However, dates on tickets in business must be handled strictly in absolute notation.In the current UI of Freshdesk, we are facing the same problem as an old support community topic below when displaying tickets in card view.relative date notation in Japanese UI Display Date Ticket as Created Instead of Time Past (very old article)https://support.freshdesk.com/support/discussions/topics/18680 In this article, developer guy said that the fix has been implemented, but the current card view displays relative time, and the table view cannot display time and date information. I would like to see a quick fix or an option to choose the time notation to do efficient work.  

5
1 year ago
Jessica Mell
Contributor
Jessica MellContributor

Give Solution Editors Permission to Reorder and Delete Articles/Folders Within Their Workspace OnlyFuture Consideration

Currently, the permissions to reorder and delete solution articles and folders exist within the Solutions Administrator role, which spans all workspaces. We need to be able to give our solution editors permission to reorder/delete only within their workspaces and prevent them from having that permission for solutions managed by workspaces where they are not a member. 

0
Jessica Mell
Contributor
1 year ago
Mykola Zhuravel
Top Contributor ⭐
Mykola ZhuravelTop Contributor ⭐

Where is emoji for Freshdesk article? 2023 todayClosed

2023 today, but emojis for Freshdesk is still out of office. R U serious? 

7
Xenia_Kaepernick
1 year ago
Contributor
m.vd.horstContributor

Ticket details in PDF (widget) exportClosed

Currently it is not possible to export the ticket details in PDF. This can only be done in CSV and the graphics in PDF.It would be great to have the underlaying data in PDF format as well.In that case it can be used for further business processes outside FreshService.

0
Contributor
1 year ago
Apprentice
Katarzyna KrzakApprentice

Groups enhencement - Aggregate groups featureClosed

Working with multiple Outsourcing partners and having multiple groups, the administration and accesses management may be complicated and time consuming. The function of aggregating groups into department and then granting analytics and ticket accesses based on departments, would make our life much easier. 

0
Apprentice
1 year ago
Apprentice
gordongeckoApprentice

Customize Contracts Columns in FreshserviceClosed

Need the ability to customize the columns in the FreshService Contracts module and save the sorting order of columns.

3
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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