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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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Contributor
SarikaContributor

Export button in the Company views/segmentFuture Consideration

As of now export is only available when choosing 'All companies' view/segment.It will be great if the same option is available in other views created. For new views created, only Import is possible.

0
Contributor
1 year ago
Contributor
SarikaContributor

Remove possibility for agent to close the ticket from the list viewFuture Consideration

An agent has the possibility to Resolve the ticket from the ticket list/card view. Is it possible to remove the status ‘Resolved’ and ‘Closed’ from the ticket list page so users can only use ticket details page to close/resolve the ticket. As our portal uses the company mandatory app but we observed many user are closing the tickets from list view, which is not handled by the app. Due to this the tickets are still not linked to the company as the app doesn’t work in the ticket list view.

0
Contributor
1 year ago
Contributor
SarikaContributor

Possibility to set reminder from the To-Do list in the dashboardFuture Consideration

As of now, the reminders can be set in To-do list from the ticket details page and not when adding a new item to the list from the Dashboard. Agents would like to have the possibility to add a reminder from the Dashboard. Please let me know if this is already a FR at your side. If not then will it be even considered.

0
Contributor
1 year ago
Contributor
SarikaContributor

Tagging groups in ticket details pageClosed

As of now we have the possibility to tag an agent in a note.Can a similar functionality added for group too? @mention a whole group, so that a person can simply tag the group in a note, to request help from a support unit in a ticket from the group so one of the agent can pick the ticket.

0
Contributor
1 year ago
Contributor
SarikaContributor

Edit button visible on ticket details pageClosed

The Edit ticket details is behind the three dots. Its a very useful functionality and would be nice to have it shown on the top rather than under the three dots. Despite of the info/training, the agents miss this. Any possibility to make it more visible like the Merge, Reply buttons?  

0
Contributor
1 year ago
Contributor
SarikaContributor

Time along with date in the automation ruleClosed

The automation rules have the dates but will be nice to also add the time when the rules will run.   

0
Contributor
1 year ago
dcolemanuk
Apprentice
dcolemanukApprentice

User agent details and IP informationClosed

When a channel is capable of capturing the information (web forms and API submissions), capture and store “User Agent” details and IP address. Although this information isn’t always 100% accurate, it helps our agents confirm actions the user might have taken or not taken in our backend systems that capture this same information, especially in the cases of fraud.

0
dcolemanuk
Apprentice
1 year ago
azulakj
Active Contributor
azulakjActive Contributor

Location viewable for agentsFuture Consideration

Hello everyone,I just ould like to suggest an improvement to ticket view for agents is to be able to show the information of the location where the requester or the concerned asset is located. That would allow an agent to better prepare his “journey” on the field by avoiding to ask an admin where is the location or search a large directory of locations until he can get the correct address where he us supposed to go.This would be helpful to the person who prepares the field missions for all the members of the team whose perform “on field” missions It would be nice to have a “location” tab in the tab list for a ticket but being able to display the location info without rellying on an admin would already be great

1
Travis759
1 year ago
Apprentice
nabbsApprentice

Allow multiple status page widget embeds on a single pageFuture Consideration

The ability to embed status page notifications is great but the widgets are limited to only one per page. We have multiple workspaces and thus have more that one status page and it would be great to be able to have the widgets for all of them on a single page. This is already possible for the badges and it would be really useful to be able to have the widget as well

0
Apprentice
1 year ago
Apprentice
deborah.harrisApprentice

Allow Link of Incident and Service RequestDelivered

There are several scenarios where an Incident triggers a Service Request. For example, "computer cannot boot" incident which leads to the service request for "new laptop". From the Incident, we are unable to add the Service Request as a linked/child item. It seems that if the original ticket is an incident, only incidents can be add with the same true for service requests.

9
1 year ago
Apprentice
hayley.caseyApprentice

Tickets view - SortingDelivered

I would like to be able to sort the tickets in the tickets view by the column titlese.g. click on State to sort by the State The response I received from FreshService was: Looks like the enhancement in the sorting is something that a few customers have sought but not enough of such requests. Moreover, I was told, making changes to the sort option on the ticket page would mean for us to bring a change to our current architecture. This request is in the backlogs but we are not going to pick this up any time soon.  Submitting this here to see if other people would also be interested in this - so it can hopefully be implemented.. 

13
1 year ago
Apprentice
Indra B

Ticket List View "Sort By" options for Requester, Source and SubjectDelivered

Currently, the sort by option in the ticket list view is limited. Request to add the option to sort by the ‘Requester’, ‘Source’ and ‘Subject’ in the ticket list view. 

9
1 year ago
Skilled Expert
ErikAlmSyneritySkilled Expert

Business Rules for On- and Offboarding formsUnder Review

Hi,It would be very helpful and along the line of current development to allow busines rules for the on and offboarding forms. Currently we face a lot of challenges when trying to achieve customers use cases when it comes to the forms that will create the onboarding ticket. The consequence is that onboarding is performed with Service Item Bundles which can be done but has it’s short comings when it comes to scalability.Just the simple fact that you cannot hide certain fields depending on selections in the form makes it hard to create forms that are understandable and simple to fill in.Cheers,Erik Alm

6
Skilled Expert
1 year ago
Skilled Expert
joshvengleySkilled Expert

Incident Field availability by Day of week and Time of DayClosed

Looking to see if this would be something of interest to others.  We would like to add incident fields that are hidden during business hours (example. After hours Call-Back Number)Scenario:  We have seasonal and part time employees who work after normal business  hours at events. The Call Back field that is in the tickets if left blank, defaults to the phone number assigned to the person submitting the ticket. (This number could be a generic department phone number which makes it difficult to get ahold of someone after hours) Proposed Idea: Adding a field (required or not) for an after-hours direct call back number for the person entering the ticket. We would like it to be hidden during normal business hours (M-F, 8-5) to reduce the redundancy of ticket fields, but would be marked with a text field below to signify providing this information will speed up the resolution for the end user.  

0
Skilled Expert
1 year ago
DaveCo85
Apprentice
DaveCo85Apprentice

Enhance Time-Based Triggers: Add Contact Language DetectionClosed

The time-based trigger automation rule currently lacks the capability to check the requester's language. Adding this functionality would be highly beneficial, as it would allow triggers to operate based on the contact's language as well.

0
DaveCo85
Apprentice
1 year ago
Skilled Expert
MDaviesSkilled Expert

Make the assigned Agent Group in the Support Portal more obviousFuture Consideration

Hi all,Based on this original Question: I think it may be beneficial to not mark Tickets as ‘Assigned to: None’ in the cases where it is actually asigned to an Agent Group but no Agent.Example:This Ticket is assigned to an Agent Group but no AgentIt would be better, in these cases, that it at least show which Agent Group it is assigned to. If the Requester navigates to each individual Ticket, and with the ‘Group’ field shown, they may ascertain what Agent Group is currently owning their Tickets: 

0
Skilled Expert
1 year ago
Skilled Expert
MDaviesSkilled Expert

Allow the Approve and Reject Buttons in the Support Portal To Be RepositionedFuture Consideration

Hi all,I think it should be possible to move the Approve and Reject buttons within individual Approvals on the Support Portal page: I can see that under Portal Rebranding that the ‘Approvals → Pending approvals’ section is available:But this appears to be just for the List of pending approvals:The reason being that, as end users move to higher and higher and/or larger and larger pixel density displays, the buttons, which appear in the top-right-most corner, can be hard to locate for someone who infrequently deals with Approvals in the Support Portal.  This, in turn, results in Approvals not being actioned or a User reaching out for assistance.

0
Skilled Expert
1 year ago
Skilled Expert
MDaviesSkilled Expert

Allow the repositioning of the Approve / Reject Buttons In Approval EmailsFuture Consideration

Reposting as an Idea from my original article:As per the title, I’d like there to be a way to reposition the Approve and Reject Buttons In Approval EmailsCurrently these buttons will be positioned at the base of an Approval email: This isn’t so much of the problem if you use the Default templates but these generally lack context, forcing an end user to perform a few clicks to get to the Ticket/Change.

0
Skilled Expert
1 year ago
Skilled Expert
MDaviesSkilled Expert

Agent Portal - Make Approvals List More Easily AccessibleClosed

Hi everyone,Based on some feedback from staff I’ve noticed a bit of a quirk in the Agent Portal which you might experience if you are an Agent who must deal with numerous Approvals on a daily basis.You can work around this quirk in a few ways but I though ‘why not raise an idea that might fix it and see what sticks?’ - it appears it may be low hanging fruit.The Approvals area (URL: https://yourorgname.freshservice.com/a/approvals) is not easily accessible through the Agent Portal interface or made obvious.  The Requester Portal comparitively makes this, by default, far easier and more obvious to locate (https://yourorgname.freshservice.com/support/approvals/pending).What the Approvals List looks like in the Agent Portal:Approvals List, allowing you to take swift Approval actions on Changes, Tickets etc. without having to open new tabs for each It’s not found in the Side Menu nor specifically made available via the Notifications area:The Approvals List found under Notifications forces you to open each Change or Ticket in a new tab in order to Approve or Reject themThe workarounds are to add this Widget to your Dashboard......or perhaps the adding of the Approvals List as a Bookmark in your browser. Perhaps a link to this can be added to the Approvals area under Notifications or it could be added as its own ‘Module’ in the Sidebar?

0
Skilled Expert
1 year ago
Skilled Expert
Stague71Skilled Expert

Multilevel dropdown based on datasource Custom objectUnder Review

Hi,i would like to put forward as an enhancement idea the use of Custom Objects as a datasource for Multi-level dropdown fields accross SR, INC, PBL and CHN tickets.clearly the format (e.g.columns) of the custom objects must allow for an up to 3 level multi-level select to work.thanks, Günther

0
Skilled Expert
1 year ago
Daniel Söderlund
Top Contributor ⭐
Daniel SöderlundTop Contributor ⭐

Workspace - Global Custom objectsPlanned

Hello,  I have been looking into the new Workspace in Freshservice and notices that Custom Objects are per workspace and not global as well. There are going to be cases where we need the same custom objects in several different workspacies.  

9
Daniel Söderlund
Top Contributor ⭐
1 year ago
Apprentice
daveApprentice

LinkedIn integrationClosed

Just like customer photos are pulled from Facebook or Twitter, how about integrating with LinkedIn as well?

13
alexmiller
1 year ago
Apprentice
michiel.lelyApprentice

Linkedin Integration Imminent?Closed

Hello,I am surprised so few social channels are available? We are B2B and having a LinkedIn Integration would be valuable.I saw feature requests in the past, but no response as to whether that is considered let alone what the timeline might be.

1
alexmiller
1 year ago
KrisC
Skilled Expert
KrisCSkilled Expert

Add solution article viewer to ticket viewClosed

Hello, Having the ability to view KB articles in the ticket view would be great. Currently the only way to see solutions is by adding it as a note. However if an agent is wanting to work the ticket they either need to insert it in the ticket as a comment or exit the preview.  It would be great to restructure the ticket view (again lol) into 3 columns:1st Column:60% of current ticket view size This would be the current screen with the conversations and other tabs2nd Column10 - 15% of screen Ticket properties3rd Column25-30% of screen Solution Articles viewer

1
sam30
1 year ago
Apprentice
CesarAltamiranoApprentice

More flexibility in SLA recipient notifications.Closed

Currently you have to statically define who/which group will receive an SLA notification, there is no option to select “assigned group”.Because of this we have to create 4 SLA policies per group so we can send preemptive notifications at 50%, 75%. 

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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