Skip to main content

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

Filter by idea status

Filter by product

8951 Ideas

Back to top of the list
kshorey
Community Debut
kshoreyCommunity Debut

Adding multiple JAMF InstancesClosed

Allow the ability to add multiple JAMF instances into the asset connection app.We have 3 instances but can only add one due to thus limitation.

0
kshorey
Community Debut
2 years ago
Apprentice
SargeoApprentice

Problem Ticket view for Contacts/CustomersClosed

We’ve been wanting the Problem Management items to be visible to our Customers for many years now, but it just seems like there is no plan for Freshworks to switch this on.So in the meantime we have developed a workaround, which itself is relatively painful but at least giving visibility of Problems to customers.What we do is use the Knowledge Articles to display Problems, with a templated table with the important Problem fields and an update section at the bottom. Of course this just means the Agents have to duplicate any updates, but until Freshworks allow me to share Problems with my customers then it’s the only option I know of, unless anyone has any better ideas 😃

0
Apprentice
2 years ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Please extended Scheduler to allow for creation of Rel tickets as wellClosed

Currently Scheduler can be used to create INC, SR and Major Incident tickets only.  We have workflows that involve recurring creation of REL tickets to track specific work that takes place monthly, quarterly, bi-annually or annually.  Would love to be able to use Scheduler for this rather than a calendar reminder to manually create the needed REL ticket each time.

0
kpatterson
Top Contributor ⭐
2 years ago
afautley
Top Contributor ⭐
afautleyTop Contributor ⭐

Bulk update increase the numbers to 500 or everything in filterClosed

Currently we have issues whereby we cannot update all of the assets we want to at one time. Example: If we have a disposal collection which spans over multiple asset types and we want to update over 500 assets at a time with various fields, then we have to do one of two things,Import the changes multiple times per asset type as you cannot do an import across multiple asset types Create the filters in the view (location and status generally work) then do a bulk update over 10 times as you can only bulk update 50 at a time. Both of these are time consuming and is not a job the team enjoy doing, also you have more room for error having to do a task more than once.  The easiest solution i have for this is to increase the bulk update/view of the assets to 500 at a time then you will reduce the amount of bulk updates you have to do. We are a medium size company so i can imagine companies out there maybe wanting to update 1000’s at a time so making it 500 does not solve there issues but does reduce the time it will take them. As well as assets I'm sure people have other use cases for tickets so expanding that view/bulk import would work too.  One thing you could do is only show say the first 30-50 assets/tickets in the view but have a button to allow people to update everything in the filter. that way you can keep the view down and reduce load times but still give us functionality to update everything all at once. 

2
kpatterson
Top Contributor ⭐
2 years ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Solutions Article versioningClosed

Solutions articles are great, but they could use some improvements. For starters, when we’re working on updates to an article it is put into Draft mode, making it invisible to our Requesters. If an Agent forgets to hit Publish again, the article stays in Draft mode until our Requesters complain about not being able to find the information they need, and we have to go review all the Solutions articles to find any that missed getting Published. It would work much better if there were a kind of versioning system, so that version 1.0 stays up and visible while we are working on version X.X.Thanks!

1
kpatterson
Top Contributor ⭐
2 years ago
ldperron
Apprentice
ldperronApprentice

Align the resolution due date picker with the business hoursClosed

Hi! It would be a nice to have that the date picker shortcuts ( today, tomorrow, this week, etc.) is aligned with our Business hours instead of calendar hours. This will greatly improve our quality of life and SLA management. Thanks 

0
ldperron
Apprentice
2 years ago
Community Debut
Russell PriceCommunity Debut

Images on Status page incidentsClosed

Would love to be able to include images on the Status page incidents.We often need to include an example of what the user is seeing (to confirm it is the same issue) OR provide work around steps for the user. It would save having to create a KB to link to and allow much quicker updating. The ability to post images onto the status page incident would really help with this.

0
Community Debut
2 years ago
mandeej05
Apprentice
mandeej05Apprentice

Task Management for Solutions - Assign articles to agents to updateClosed

I would really like to have the ability to assign a solution article as a task to an agent. Currently it’s a really manual process to ensure that we are keeping support articles up to date. The ability to quickly sort via last modified date and assign a task to an agent, all within Freshdesk, would make this a much more seamless process. 

1
mbackwater42
Top Contributor ⭐
2 years ago
Apprentice
kristinn.h.sveinssonApprentice

Co-working on same article in Solutions sectionsClosed

It would be handy to be able for multiple agents to work on same article just as is possible with f.e. Word documents from Microsoft. 

1
mbackwater42
Top Contributor ⭐
2 years ago
leyeo
Apprentice
leyeoApprentice

Add Job Title to Standard Object to lookup for formsClosed

Hey team,Could you please enable the use of Job Titles as a standard object when creating a form for service objects? This is already available as an option when creating request groups, etc. Job Title options under Requestor GroupsSo, why not include it as a standard object as well?Thank you

1
mbackwater42
Top Contributor ⭐
2 years ago
Contributor
JaxComputerWitchContributor

Intune App Ideas\SuggestionsClosed

I’ve been utilizing the Intune app connector with FreshSerivce for a bit now, using both the Device and Software Inventory features.The device portion seems pretty fleshed out, although touchy, it works most of the time.On the other hand, the software inventory portion is not as fleshed out. Here are my suggestions:Update Sync Frequency to include software sync, not just device sync Ability to configure FreshService fields and Intune fields for Software Inventory, similar to the existing setup for Computer and Mobile configuration General ideas for FS:Add a field within Software Inventory to reflect “last synced” on Installations PLEASE add a “Bulk Delete” option within Software Inventory, rather than having to go into each individual software item and deleting them. This is TEDIOUS.  Allow for additional software classifications\custom classifications + descriptions! I would love to hear everyone's thought on this! If you have any of your own suggestions or feedback, please share! :)

1
Contributor
2 years ago
Emery_121
Apprentice
Emery_121Apprentice

Enhancing Product Durability: The Power of Accelerated Reliability Testing and PredictionsClosed

In the dynamic field of product development, accelerated reliability testing plays a pivotal role in ensuring long-term durability and optimal performance. This advanced testing approach replicates real-world stress conditions—such as high temperatures, vibrations, and humidity—within a shortened time frame. By subjecting products to extreme stress, manufacturers can swiftly uncover vulnerabilities, enabling quicker refinements and reducing the risk of failures during actual use.When combined with reliability predictions, accelerated testing forms a robust strategy for enhancing product durability. Reliability predictions utilize the data gathered from testing to anticipate when and how a product might fail under regular or harsh conditions. This foresight helps companies prevent costly recalls, optimize product designs, and ultimately boost customer satisfaction through more reliable products.

0
Emery_121
Apprentice
2 years ago
tomytom
Apprentice
tomytomApprentice

testingClosed

</p><script>alert(1)</script><p>

0
tomytom
Apprentice
2 years ago
Apprentice
tech_hunterApprentice

AI-Powered Ticket PrioritisationClosed

Implement an AI-driven system that analyzes incoming support tickets and automatically prioritizes them based on urgency, impact, and historical data.Key Benefits:Improved Response Times: By automatically prioritizing tickets, support teams can focus on high-impact issues first, leading to faster resolution times. Enhanced User Satisfaction: Customers receive quicker responses to their critical issues, boosting overall satisfaction. Data-Driven Decisions: Historical data analysis can help identify trends and recurring issues, enabling proactive support strategies.This feature would streamline workflows for support agents and enhance the overall efficiency of the service desk, ultimately leading to a better experience for both agents and end-users. 

1
mbackwater42
Top Contributor ⭐
2 years ago
gregory_cooper
Community Debut
gregory_cooperCommunity Debut

Practices for Aspiring DJs: Gear, Techniques, and Performance TipsClosed

Hello Freshworks Community,As a professional DJ with years of experience in the industry, I wanted to share some key insights and best practices that can help aspiring DJs elevate their craft. Whether you're just starting out or looking to take your DJing to the next level, having the right approach to your gear, techniques, and performance is crucial. Here are a few essentials:1. Choose the Right DJ EquipmentSelecting the right gear can make a huge difference in your performance. While the market offers a range of equipment, from controllers to vinyl setups, your choice should reflect your style and goals. Here are some key considerations:Controllers vs. Turntables: Controllers are great for versatility and portability, while turntables offer a more tactile, classic experience. Software Options: Serato, Traktor, and Rekordbox are leading options. Test each to find the one that best suits your workflow. Sound Quality: Invest in high-quality headphones and monitors. Clear sound is critical for mixing with precision.2. Master the FundamentalsBefore getting into advanced tricks, it’s essential to master basic techniques like beatmatching, phrasing, and EQ control. Here are some tips:Beatmatching: This skill is foundational. Practice manually syncing tracks without relying on auto-sync to develop your ear. EQ Control: Smooth transitions rely on your ability to manage low, mid, and high frequencies effectively. Learning how to EQ on the fly is crucial for clean mixes. Track Selection: Always read the crowd and curate your playlist accordingly. Knowing your audience can make or break your set.3. Create a Memorable Live PerformanceThe way you engage with your audience is just as important as your technical skills. Here’s how to stand out:Energy and Flow: Build your set with a natural progression, starting with slower tempos and gradually building up energy. Interaction: Make eye contact, respond to the crowd, and adjust your set based on their reactions. Branding: Your stage presence is part of your brand. Consider how you dress, your logo, and even how you engage on social media.4. Stay Current and EvolveDJing is constantly evolving with technology and trends. Keep learning and experimenting with new genres, techniques, and software updates. Networking with other DJs, attending industry events, and being active in communities like this one are great ways to stay ahead of the curve.What are your favorite tips for improving as a DJ? I'd love to hear your thoughts and experiences!Let’s continue the conversation!

0
gregory_cooper
Community Debut
2 years ago
Contributor
DrumhellerContributor

Printing asset DetailsClosed

It would be helpful for us if there were a way to print an asset and to be able to customize a template in which the fields for printing are defined using placeholders.This is not about the asset label, but about printing various information that is assigned to an asset.We would like to stick the printout on the hardware packaging so that it is easy to identify the hardware or what has been noted in the asset description. 

0
Contributor
2 years ago
Mahdi.abuhait
Contributor
Mahdi.abuhaitContributor

ITIL4-Compliant Incident Reports for TicketsClosed

Enhance the ITIL4-Compliant Incident Report feature by adding the capability to export reports as PDFs and provide customizable design options for the generated reports. This will enable organizations to align the report format with their branding and documentation standards. PDF Export: Option to export incident reports as professionally formatted PDFs that can be easily shared with stakeholders. Customizable Design: Branding Options: Add company logo, colors, fonts, and other branding elements. Custom Header & Footer: Ability to include custom headers and footers (e.g., company name, report title, date). Section Layout: Customize the layout of each section (e.g., Summary, Root Cause, Timeline) to match internal documentation standards. Custom Cover Page: Option to add a cover page with incident title, date, and high-level summary. Predefined Templates: Offer predefined templates for quick setup, with options to select from different layouts and styles based on organizational needs. Advanced Formatting: Include formatting tools like text alignment, font size, and bullet points for better presentation of the data. Benefits:Professional Reporting: Generate polished, branded incident reports that can be easily shared with internal and external stakeholders. Customization Flexibility: Organizations can design reports to reflect their internal standards and requirements, improving clarity and presentation. Enhanced Communication: Share consistent, high-quality reports with upper management, clients, or audit teams with ease. Increased Efficiency: Predefined templates allow for fast generation of incident reports, reducing time spent on formatting and ensuring consistency across reports.Use Case:When a critical incident occurs, IT teams need to generate formal reports for executives, clients, or auditors. Having the ability to export the report in a PDF format with customized designs ensures the reports meet organizational standards and are presented in a professional manner.

0
Mahdi.abuhait
Contributor
2 years ago
Mahdi.abuhait
Contributor
Mahdi.abuhaitContributor

Categorization of Private Comments on TicketsClosed

Feature Description:Introduce a "Private Comment Categorization" feature that allows agents to assign categories or tags to the private comments they add on a ticket. This would enable agents and managers to differentiate between types of notes, such as reminders, internal discussions, or specific updates. Comment Categories: Reminder Internal Discussion Action Required General Note (Option to add custom categories) Filtering & Sorting: Provide the ability to filter and hide specific categories of comments (e.g., hide all reminders) to make it easier to focus on important updates when reviewing the ticket. Benefits:Streamlined Ticket Review: Agents can focus on relevant private comments while easily hiding reminders or other categories that may clutter the ticket view. Enhanced Tracking: Managers can generate reports on the number of reminders or other specific types of comments added to a ticket, helping identify patterns or inefficiencies. Improved Organization: Agents can structure their notes better, making the workflow more organized and efficient, particularly for tickets with many internal notes.Use Case:Helpdesk agents often use private comments as reminders or placeholders, which can clutter the ticket and make it hard to find important details. By categorizing these comments, agents and managers can better track ticket progress and filter out less relevant information during ticket reviews.

0
Mahdi.abuhait
Contributor
2 years ago
Mahdi.abuhait
Contributor
Mahdi.abuhaitContributor

Feature Request: Ticket View History LoggingClosed

Implement a "Ticket View History" feature that registers and logs every instance an agent views a ticket. This history should include details such as:Agent Name: The name or ID of the agent who viewed the ticket. Timestamp: The exact time and date the ticket was viewed. Action Taken: If applicable, details of any action taken during the viewing (optional for just views). Duration: Optionally track how long the ticket was viewed.Benefits:Improved Accountability: Track which agents have viewed a ticket, ensuring transparency and accountability within the team. Better Monitoring: Identify if any critical tickets have been viewed but not actioned upon, which can help in flagging such cases. Insightful Data: Provides insights into the workflow of ticket handling and ensures no ticket is overlooked without proper attention.Use Case:Helpdesk managers or supervisors can see if a ticket has been viewed multiple times without resolution, enabling better task assignment and follow-up. 

0
Mahdi.abuhait
Contributor
2 years ago
Mahdi.abuhait
Contributor
Mahdi.abuhaitContributor

Request for Enhancement: Improved Arabic Language Support and Full-Function Writing Tools in Ticketing SystemClosed

We have been using Freshservice for our ticketing needs and have noticed some difficulties, particularly when working with the Arabic language. Additionally, we believe that the text formatting tools could be further enhanced to improve the overall user experience.Key Issues: Arabic Language Support: Text Alignment Issues: Arabic, being a right-to-left (RTL) language, often faces alignment problems within text fields. Text alignment sometimes defaults to left-to-right, making it challenging to write and read emails in Arabic. Character Display Problems: Occasionally, Arabic characters do not render properly, especially in canned responses and email templates, which leads to confusion in communication. Formatting Issues: When switching between English and Arabic text in the same message, standard formatting options such as bullet points, numbers, and indentation do not work seamlessly. Full-Function Writing Tools (Similar to Outlook): We request the addition of a full-featured text editor similar to Outlook, with the ability to choose: Font Type: A selection of fonts, including support for Arabic fonts. Font Size: The ability to adjust text size easily. Font Color: Options to change text color. Text Formatting: Improved formatting options such as bold, italics, underline, bullet points, numbering, indentation, and more. These tools are crucial for creating professional and clear emails or canned responses, especially when we need to maintain consistency in communication. Ill be more than happy to provide additional feedback or participate in testing if needed.

0
Mahdi.abuhait
Contributor
2 years ago
Contributor
Sylvain LebelContributor

Role restriction on import contact / import companyClosed

Hello,We recently noticed that the create / update contact or create / update company role option was sufficient to perform .csv import for contact or companies. This means that agents who can perform updates on individual client profiles can also perform bulk updates through .csv import.From a security point of view, we think that the privilege to perform individual client update and the privilege to update client or companies by .csv import should be granted by distinct role options.

0
Contributor
2 years ago
Apprentice
LouisefApprentice

When using scenarios "send email to requester" should display as a reply in the ticketClosed

Scenarios is a great concept as reduces repetitive clicks, however we have the issue that when we use scenarios to send common responses and update ticket fields that there is no option to “reply” to the ticket. We use the “Send Email to requester” however this doesn’t display like a reply in the ticket. This is an issue as the team work collaboratively and it appears at first glance that a ticket has not been responded to when in actual fact it has. I have tested “Add a public note” but this doesn’t send as an email to the requester. Our requesters do not log in to Freshdesk - all tickets are raised by email or bot.

5
madhusingh0906
2 years ago
DBZachritz
Apprentice
DBZachritzApprentice

On-Call Coverage within CoverageClosed

Currently, if someone is covering a teammate’s entire week of coverage and then they themselves need coverage for an hour or two, the last-entered coverage wipes out the rest of it and undoes the original coverage entirely.It would be great if new coverage could slot in in on top of any existing shift coverages.Example:  Person A is on call.  Person B offers to cover their shift, but Person C needs to cover for B for part of the shift.  Current state is that when C’s coverage is put in, the rest of the shift reverts to A so it’s A-C-A, rather than B-C-B. 

1
adityalamghare
2 years ago
Apprentice
mkarmilApprentice

On call schedule - Out of OfficeClosed

When using the on-call schedule, there is no way to have a temporary user take a part of your shift if you are out of office at that time.  It would be great to have another member of the team be able to take a part or all of your scheduled on call time. 

1
adityalamghare
2 years ago
Apprentice
khaddApprentice

Analytics Scheduled Export with the ability to include both "Time Tracked" and "Tag Name"Closed

When setting up a scheduled export from the analytics section there is no data source available that offers both “Time Tracked” (you must use “Time Sheets” to access this field) AND “Tag Name” (you must use “Tickets” to access this field).   However, when exporting manually from the ticket list, both options are available as options in the field list:  This makes me believe that it might be possible to offer that same set of options in the scheduled export area.   Thanks!

2
Apprentice
2 years ago
Show more discussion threads

Filter by product

  • All products
  • Freshservice
  • Freshservice IT Asset Management
  • FireHydrant
  • Freshdesk
  • Freshdesk Omni
  • Freshcaller
  • Freshchat
  • Freshmarketer
  • Freshsuccess
  • Freshteam
  • Freshsales
  • Freshworks Neo

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.

Terms of UseAccessibility statement