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
Apprentice
indigoniner99Apprentice

Bulk Import Software AssetClosed

Looking to add the ability to bulk import software assets under Assets→ Software. Currently the only way to add software assets is manually filling out a form or using a discovery probe. Both options are bad.

1
2 years ago
Giostra
Active Contributor
GiostraActive Contributor

Relate Software and Change ManagementFuture Consideration

Please allow us to relate changes and releases to Software entities. This is a crucial feature and is absolutely a basis for ITAM and ITIL operations.Currently we are forced to Software → Fake Asset Related to it → Associate Change with the fake asset which is obviously a big issue for many reasons.

3
2 years ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Task ordering via workflow automatorFuture Consideration

While the tasks can be reordered/required sequential from the GUI (with appropriate permission), the automator doesnt allow ordering except for a top to bottom or one action per task (which can make automators look extremely intimidating/complex at a glance despite not being the case.In the case I had today, the automator performed 12 tasks on a single action step, but I needed to add a 13th task, but into the third spot. This meant I had to add in the 13th task then copy/paste each option down into it’s “new” place (12 to 13, 11 to 12, etc) until I cleared the data from the third task and was able to inject the desired info.What could have been a click/drag or numbered task in the action step for tasks in the automator that I could simply specify in a couple seconds took me 15 minutes to do all the copy/paste.Additionally, there is no ability to force the “Finish to start dependency” on tickets via automator which would be nice to do when there are cases that the tasks do have a sequential dependency. 

1
Medic1334
Top Contributor ⭐
2 years ago
ArthurIT
Apprentice
ArthurITApprentice

FreshService Catalog - SubcategoryClosed

Freshservice advertises itself tobe able to handle multi-branding, but their service catalog doesn't really support that. It would be nice to be able to have a subcategory in the service catalog. For example:  IT    Hardware   SoftwareFacilities   Electrical   Ergo RequestHR   Name change   Benefits Currently theres no way to nicely organize it, it's all mixed into one thing. It would also be nice to be able to have the main landing page of service category show less stuff. Right now it just shows everything available which looks super messy. 

1
2 years ago
Contributor
markdavisContributor

Service Item: Enable Hide from portal tick boxClosed

Just like this post - How to setup a small ordering portal | Freshworks CommunityCan you please add a feature/tick box to the service items “Hide single item from portal” or something similar. When this is ticked it hides the service item from the portal but still shows the item if it’s attached to any bundled service items. Using custom code for this is such a lazy development approach, especially for something so simplistic.

1
volcanicdove
2 years ago
Contributor
cefangmanfoley

How can I hide portal items and only show them in a bundle?Closed

We have certain items we only picked as part of the on-boarding bundle, but not all the time for users. We don’t want that item to be submitted individually. It sounds like there’s no way to do this, and this would be very helpful. 

0
Contributor
2 years ago
Apprentice
sleidyApprentice

Ability to Use Article Tags within AnalyticsClosed

I was hoping to be able to include a list of KB’s, since they share the same tags, that are associated to a tag. Ticket Response: Unfortunately, we don't have an option to group the articles based on the tags created. The option is only available for tickets.

0
Apprentice
2 years ago
Apprentice
kees.brandsemaApprentice

Configure a prefix for ticket numbersFuture Consideration

In TOPdesk, we were able to configure a prefix for our ticket numbers. This made them feel familiar for both our agents and our customers. We used them to add an abbreviation for our product and the current year, so tickets numbers looked like:ONS24 00001ONS24 00002ONS25 00001ONS25 00002We’d love to have the ability to use prefixes for our freshdesk tickets as well.

0
Apprentice
2 years ago
Skilled Expert
aldoSkilled Expert

Custom Ticket Prefix in WorkspaceFuture Consideration

Hi, It may be helpful for every organizations that they can manage their own Ticket Prefix around each Workspace like HR, Legal, etc.Can in the next roadmap, Freshservice possible to have the ability to manage custom Ticket Prefix on the Workspace?

0
Skilled Expert
2 years ago
Contributor
mcarlinContributor

Export audit log to syslog or SIEM.Closed

We want to export all our audit logs to a SIEM for central logging.Example from service now.https://docs.servicenow.com/bundle/paris-security-management/page/product/secops-integration-logrhythm/concept/ovrview-logrhythm.html

3
alyssia.correa
2 years ago
Skilled Expert
elishafxxSkilled Expert

Purchase Orders - Limited FeaturesFuture Consideration

There is no content field option to add to PO form fields as we can on ticket form fields. We have resorted to a dropdown with a singular really long option for terms and conditions which is a mess on the PDF.There is 0 automation at all with purchase orders either.We associate a PO from a service request and the associations tab does not even show it as linked to the service request.I have been looking at using API/Web requests but there is absolutely no information that links the PO to the request from the response bodies.Can this feature please be re-looked at?We would like to add an additional department as a workspace to use this feature, but this would require a full license per person as business agents for some reason cannot use this function. With the limitations it has, I don’t see why it should not be accessible for business agents who are given the permissions.

1
2 years ago
tjyurek
Apprentice
tjyurekApprentice

Make Contract Dates Optional for Custom Contract TYpesClosed

Currently, only some of the default contract types have optional date fields. I would like the ability to toggle whether the date fields for the contract are required or not.

1
2 years ago
b.tomov
Community Debut
b.tomovCommunity Debut

Limited columns in All assets viewClosed

Whenever in inventory and All Assets view, there are limited columns that could be used. Why is that? Can you add more choices of columns independant if all assets are selected or any hardware ? It would be great to select Serial number, Asset State, custom fields or basically every field possible which would make the view a lot more customizable. 

2
2 years ago
Nicola.K
Apprentice
Nicola.KApprentice

Re-assign tickets to company when re-assigning contacts to another companyClosed

We have a customer with different teams in their company. They wanted to see all tickets within their team, but not within the whole company. So I thought I’d just create a new company for their specific team just to figure out that already created tickets are not re-assigned to the new company, when assigning the contacts of the specific team to the new company. Can we have the tickets re-assigned to the new company when changing the company in a contact? Or do you have any other solution for me?

0
Nicola.K
Apprentice
2 years ago
Bonnie H
Apprentice
Bonnie HApprentice

The ability to view cSAT feedback in a report for FreshchatClosed

Currently, you can only see your current cSAT score for Freshchat in reports. You can not view the individual written feedback from customers. Add the ability to see the written customer feedback in a report, instead of having to look at the written feedback 1 by 1. 

0
Bonnie H
Apprentice
2 years ago
Bonnie H
Apprentice
Bonnie HApprentice

Run automation when adding a tagClosed

If an agent or the system adds a tag to a ticket, run an automation to perform different actions like moving the ticket to a new group, adding a note, updating other fields, assigning to someone etc. 

0
Bonnie H
Apprentice
2 years ago
evlo96
Skilled Expert
evlo96Skilled Expert

Support the ability to Export the results of a filtered Company or Contact view.Closed

Please, please support the ability to Export the results of a filtered Company or Contact view, that would be an amazing feature. 

3
2 years ago
Apprentice
Michael.PCDApprentice

Company / Contact - select departmentClosed

Hi,it would be nice if on companies it was possible to create departments.You should the be able to select a specific department - from the company - on a given contact.

0
Apprentice
2 years ago
Apprentice
Michael.PCDApprentice

Edit/Create contactClosed

Hi,it would be nice if we could remove fields from the contact, which we do not use.Specifically:Twitter Unique external IDThey are placed in the block of “...one of these fields is mandatory” along with email an phones

0
Apprentice
2 years ago
Apprentice
Michael.PCDApprentice

Contact list - setup listClosed

Hi,on the list of contact it would be nice if we could:.Add/remove columns - e.g. Remove Facebook and Twitter Add other fields - also own created fields on contacts Sort on columns

0
Apprentice
2 years ago
Contributor
marc_15454Contributor

Structured Data / Schemas on solution article pagesClosed

For a better SEO and so Google will show our solution article pages as "Rich Snippet", it is now enormously important to use structured data / schemas.  Unfortunately, in Freshdesk in the solutions area the structured data, such as company information, can only be stored globally in the header, not individually in the article pages (because freshdesk deletes individual scripts like application/ld+json for the structured data from the article pages). Therefore we would like to have Freshdesk giving us the possibility to generate structured data on the the solution article pages dynamically. There are also special schemes for this, which Google can handle. Take a look at https://technicalseo.com/tools/schema-markup-generator/ -> it would be nice if freshdesk will integrate something like this for the solution article pages creators :-) Please, dear Freshdesk team, implement this as soon as possible to enable a good ranking at the search engines with the documentation.

1
jordancoxe
2 years ago
mark325hr
Apprentice
mark325hrApprentice

Freshchat Release Notes: June 2023 Updates and EnhancementsClosed

Explore the latest advancements in Freshchat with  release notes. This comprehensive overview unveils new features, enhancements, and user benefits designed to elevate customer communication experiences. Discover how Freshchat continues to innovate, offering tools that streamline support workflows, enhance engagement, and improve customer satisfaction. Stay informed and ahead of the curve with detailed insights into Freshchat's commitment to delivering cutting-edge solutions. For a deeper dive into Freshchat updates and to explore more about optimizing customer communication, visit motionalightapk.comThis version provides a thorough overview of what readers can expect from the June 2023 release of Freshchat, emphasizing its value while naturally incorporating your website link for further exploration.

0
mark325hr
Apprentice
2 years ago
dehaege
Apprentice
dehaegeApprentice

Dynamic Field Positions on Ticket PropertiesUnder Review

Would like the ability to change the position of the fields displayed in properties on the ticket details page.    Example….we’d like to move the Site(s) field (aka Location) towards the top of the list so at a glance you can see which office is requesting something. 

5
2 years ago
MichaelJM
Top Contributor ⭐
MichaelJMTop Contributor ⭐

BUG - Mobile Links BrokenClosed

Not sure if this is an issue with all links from the Mobile App or just Solutions, but it was noticed with links to a Solution.When copying the link to a Solution from the mobile app, the link is not correct. If you open the Solution on the app and use the Copy icon, then paste to a requester, it will provide the link https://<domain>.freshservice.com/solution/articles/23000073459 That re-directs to https://<domain>.freshservice.com/a/solutions/articles/23000073459which requesters cannot access, instead of linking to https://<domain>.freshservice.com/support/solutions/articles/23000073697 which is the customer-facing version of the article. Desired behavior: the Copy icon in the mobile app should provide the link to the customer-facing version of the article.

0
MichaelJM
Top Contributor ⭐
2 years ago
MichaelJM
Top Contributor ⭐
MichaelJMTop Contributor ⭐

BUG/IDEA - Hitting Enter in a Service Request form will clear initial dropdownClosed

If you have a dropdown in a Service Request and the end user hits Enter at any point in the Service Request, it will ‘Clear’ the top option. For example, if you have a Lookup Dropdown in your Service Request, it will add a Clear option to the right once selected. If you hit Enter at any point, it will Clear that field.I’d rather have Enter do nothing in these forms (so a user doesn’t accidentally submit or clear), or best-case Enter should act like a Tab and move to the next form.

0
MichaelJM
Top Contributor ⭐
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