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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

Back to top of the list
Contributor
DMTJMONContributor

Onboarding items add descriptionsClosed

It would be really helpful to have descriptions of the items in a kit for the managers

1
mbackwater42
2 years ago
Contributor
DMTJMONContributor

OnBoarding with In Stock AssetsClosed

We just started and testing out the OnBoarding process and with the computer crunch that we are all fully aware of we are using more used laptops. I know the Kits are all based on the service catalog but it would be really nice if the manager could choose a asset that is in stock and in their department. ExampleManager is in the KitsSelects Used computer That then looks up In Stock computers for that managers department Then the manager selects the computer and it gets added

3
mbackwater42
2 years ago
zachary.king
Top Contributor ⭐
zachary.kingTop Contributor ⭐

Allow more than 30 Service Items to be added to Employee Onboarding KitsFuture Consideration

Currently there is a limitation to only allow a total of 30 service items to be added to Employee Onboarding kits. This is a severe limitation for our company as we offer a number of different hardware options. We can not allocate all the hardware selections to our hiring managers limiting their ability to make the best choice for their new hires.

1
mbackwater42
2 years ago
Hubert.Panszczyk
Top Contributor ⭐
Hubert.PanszczykTop Contributor ⭐

Ensuring agents provide a resolution note before closing or resolving incidentsClosed

Currently, when agents create tickets via the portal, they can immediately mark them as resolved/closed, which allows them to leave the resolution note empty. To address this, we want to ensure the description of the issue is separate from the troubleshooting applied. This can be fixed by making the resolution note editable directly from the ticket form, or allowing the admin to control which statuses can be marked when submitting the incident. 

0
Hubert.Panszczyk
Top Contributor ⭐
2 years ago
cmlouro
Apprentice
cmlouroApprentice

Freshservice - Software Module - Possibility of Import Users - Bulk Import / UpdateClosed

 In Software Module, at the moment the users only can be added 1 by 1. A feature to bulk import by csv is necessary 

1
mbackwater42
2 years ago
Active Contributor
laminblakeActive Contributor

Subsequent Stakeholder Dropdown ConditionsClosed

In the onboarding module a dropdown is created in the initial form for every subsequent stakeholder you create. This dropdown field only has two options, use FS users as a source and Custom Text Field.  The issue with the “Use FS Users as Source” is that it pulls from all users in our fresh service tenant. including external users that are created when they email a support channel. This is very much a compliance issue as someone filling out an onboarding form could inadvertently select the wrong reporting manager with the same name but with an external email address, sending sensitive potential employee data to an external source. Having an option to filter users of a specific domain name would alleviate this issue. 

1
mbackwater42
2 years ago
Apprentice
YvonneApprentice

Progress Bar on Service Catalogue ItemsClosed

We are starting to use the Service Catalog more within our organization and find that it’s not getting the traction we would like as the biggest point of feedback is that end users can’t track the progress of a Service Request. While Status is an indication, a progress bar would be beneficial.This could be linked to the eta on a Service Request and track along as Status and days pass by. 

0
Apprentice
2 years ago
j.mcelligott
Contributor
j.mcelligottContributor

View more assetsClosed

Similarly with the ticket view - can we increase the view of how many assets we can view per page.  We have recently migrated all of our assets into the Fresh Service platform, and only viewing a small amount at a time is painful Thanks

0
j.mcelligott
Contributor
2 years ago
reshu
Apprentice
reshuApprentice

Does Ticket Update Automation will work on ticket update from API update.Closed

We have scenario where Ticket will be created from system A, and Then Create Automation will get executes, and calls System B, System B will pull some information and again update Ticket with these information. Then We have Ticket Update automation which will call System A with new tickets details.

0
reshu
Apprentice
2 years ago
TerriB
Contributor
TerriBContributor

Freshchat Copy all chat convoClosed

We use Fresh for our communication with the customer, but we use our own CRM system to view issues on an order level basis. We note all communications on the CRM. One function that Freshchat doesnt have is a copy chat function where it copies the whole convo and this can then be easily pasted into a CRM. Can this be done? I know I can use the click to select, scroll and copy and paste etc, but a one click to copy function is much more time effective for an agent and avoids the messiness and trying to copy long amounts of text and the screen jumping etc.   

3
srikanthkarunakaran
2 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Dynamic drop down lists loaded from external API in service requestsClosed

What I painfully miss in FreshService (and which was possible in other tools we had before) is that drop down fields could be dynamically filled with values from a 3rd party API.For example we have about 5000 guest accounts. I don’t want to create a complicated script, syncing all those accounts on a hourly basis with a Custom Object. It would be much more convenient to just have a drop down linked to an external directory or API loading the values dynamically.

0
msconfig87
Top Contributor ⭐
2 years ago
Apprentice
sgabrielApprentice

Auto response with canned formClosed

Is there a way to setup an auto response to tickets with specific subject lines that includes a canned form? I know how to setup the auto response but I can't find a way to include the canned form.

10
2 years ago
Contributor
vincent.castagnetContributor

Week startPlanned

Hello,In freshservice the week start on Sunday (for exemple on the calendar display on a new task)Is it possible to add a parameter (or automatically depending on local country chosen) to start it on Monday for exemple ?Thanks !

11
juliawhites
2 years ago
Zacq768
Apprentice
Zacq768Apprentice

Ticket view auto refresh/updateClosed

Make the ticket list update/refresh itself instead of having to click this banner:The dashboard on iPads updates itself so its clearly possible somehow.

0
Zacq768
Apprentice
2 years ago
heremah
Apprentice
heremahApprentice

Business rule apply to all fieldsClosed

There are several scenarios where one would want to execute an action on all ticket fields via a business rule. For example, disabling all fields when a ticket is resolved, or by default, disabling all fields for the requester after submitting a ticket.This is possible, but you have to select all fields in the business rule and remember to add new fields to the business rule when creating them.Is it possible to have an option that indicates "All fields" and ensures that the action applies to all fields, including future fields?

1
2 years ago
Contributor
LuiseContributor

Kanban board functionalityClosed

I’m using the board functionality regarding incidents - I know its a Beta version - but I would think the functionality should be more or less the same as the Listing method - regarding incident managenemt.The opportunity to update/reply on an incident disapears after one has completet the first respons on an incident. Even though the incident isn’t closed yet. This is still an option if you use the “Listing” funtionality for incident. My idea here is to keep these options open as long as an incident is not resolved or closed.More details on the issue for further understandingI have tried to list what issue I’m trying to adress here - (in danish ;-))When I answer an incident for the first time from within the incident in the board - I have these optionsThese options disapear after the first answer, so I can’t update the incident from within the board anymore - if I go to Listing i stead of Board I still have the options.  //Luise

0
Contributor
2 years ago
Contributor
mike.rietveldContributor

Custom Fields in Product CatalogClosed

We are using the Freshservice product catalog for our PO process for IT hardware, it would be nice to have the possibility to add custom field to this, for example: Add custom fields for HS code, country of origin, and weight. These fields will allow you to capture specific information for each product. You can create these fields as text fields or dropdown lists, depending on your requirements.We ship hardware between offices sometimes and it would be nice to have these types of data available within Freshservice   

0
Contributor
2 years ago
Contributor
erick_16262Contributor

Scheduled Re-opening of Pending ticketsClosed

 Sometimes a ticket which is in a "Pending" state will need to be re-opened at a specific time.  For example, if a user leaves on vacation, we may want to put their tickets in "Pending" until they return.  Another example would be a user provisioning or de-provisioning where we cannot complete some tasks until a waiting period is complete.It would be useful if tickets in a "Pending" state had a "Due Date" field just like "Open" tickets.  Once a "Pending" ticket passed this date/time, an Automation rule would be triggered.  (Users could then set up automation rules to re-open the ticket, automatically follow-up for more information, or whatever they need.)As a side note, I know you can currently set Automation rules to trigger after a ticket has been in a certain state for a certain time, but many tickets require custom times on them which a catchall rule cannot provide for.

3
alyssia.correa
2 years ago
Apprentice
DoyleHCMITApprentice

Additional Agent Data Fields Available for PlaceholdersClosed

We need the ability to use Agent Title, Agent Work Phone, and Agent Mobile Phone as Dynamic Placeholders throughout the “Email Notifications” module under Administration.Having these fields available as placeholders would greatly enhance our ability to ensure the proper Agent information is included in the appropriate Email Notification templates.

0
Apprentice
2 years ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Business Rules Search FlawClosed

I have a bunch of Inactive companies in my FreshService instance. I don’t want these to show up under Companies when I’m opening a ticket. No problem, right? I can do that with Business Rules, but I currently have 587 companies that start with zzzINACTIVE.I try to hide them, but when I search for the string “zzz” I get a list of 30 companies (it stops at 30). I add those companies and then I want to select the next 30, but I can’t do that, because FreshService gives me the same list of 30 companies a second time.So, I figure I’ll have to save between each one - annoying, sure, but doable. So, I saved and activated and then went back in and did the same search for “zzz” and I got the same 30 companies. It doesn’t look like the search incorporates those companies that have already been selected - this effectively sets the limit of items I cannot include to 30.The problem? I have 587 companies I don’t want to include as an option when creating a ticket, but I don’t have a choice. I can only hide 30 of them because that’s the max results shown when I search for the string. This leaves 557 companies available that I don’t want to be there.What would be really great, is if I had the option to say “Don’t include items that match this string”. Instead of selecting individual items, I’d be able to create a rule to remove the options and it would save me a bunch of work.

2
mbutler
Top Contributor ⭐
2 years ago
Apprentice
monolithedApprentice

Support Esc key to close pop-upsClosed

The product has been around for a few years, but on the very first day of using it, I encountered numerous issues. In many cases, pop-ups do not close with the Esc key, and in some places, even the child pop-ups close incorrectly.It feels like I am a beta tester.  

0
Apprentice
2 years ago
Apprentice
monolithedApprentice

Support Google MeetsClosed

The first issue I encountered was being unable to connect to Google Meets.It’s not very clear why one needs to pay for external services like Zapper when this could work out of the box like Zoom.

0
Apprentice
2 years ago
Jérôme de Lagausie
Skilled Expert
Jérôme de LagausieSkilled Expert

Heighten localization of Freshservice (user side)Closed

Hi,Our Freshservice portal is used mainly by French users, but we provide English for non-French speakers.Though, if we are able to translate knowledge articles, many items are not available for localization:Knowledge folders and categories Service categories and items Form templates And, of course, date format: a very basic request...

0
Jérôme de Lagausie
Skilled Expert
2 years ago
Community Debut
SheilaMillerCommunity Debut

Ability to bulk add / update service itemsClosed

The ability to export and import services items and make bulk updates. Easily getting a full listing of everything in the service catalog so we can do reviews of the items and make changes like prices, visibility and estimated delivery.

0
Community Debut
2 years ago
troppodel
Apprentice
troppodelApprentice

Freshservice inventory manage assets roleClosed

It would be great add new feature where I can create a role where I can manage only the assets assigned to the specific group or user ex: I have 10 assets managed from group/user 1 and other 10 assets managed from group/user 2I want to create a role where only the group/user 1 can show/modify/delete in the inventory assets the 10 pc’s assigned to him and other role for the groups 2…. Do you know what I mean?Thank you

0
troppodel
Apprentice
2 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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