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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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alexjospeh
Apprentice
alexjospehApprentice

Tips‌ ‌to‌ ‌Engage‌ ‌your‌ ‌App‌ ‌Users‌ ‌Closed

At the point when you make an application with the help of a mobile app development company then you need to consider many aspects to make it successful. Assuming you need your application to help, bring cash, and work for your crowd, you need to seriously sustain it at the thought stage. The aspects which make things easy for the users to use it and solve their problem is the main key. As a leading app development company we bring you the top tips to engage your app users.  Start With a Trial Version  Make a preliminary adaptation with in-application buys or an alternative to buy into a top notch rendition. The preliminary rendition ought to uncover the worth your application brings. What's more, the client ought to comprehend why he needs to purchase the yearly membership for $14.99. It could be a video course membership or limitless admittance to distributed storage. Whatever it is, your cost should grandstand the worth this application can bring. With IT consulting you can find out what are the latest trends in the market and then incorporate them in your mobile app.  Present your App as a Solution to Any Problem Present your application as an answer for an issue. Or on the other hand show how your application assists you with tackling issues. It's anything but a piece of promoting; it's tied in with ensuring the client comprehends the advantages. Show your answers by means of App Store/Google Play video and screen reviews. Additionally, incorporate a few hints for new users within an application. The pop-ups and on boarding screens are one of the best ways to showcase your solution to the users and keep them engaged in your app. Encourage your Users Indeed, they love it. Why not give a little present for the start of a membership period? It very well might be a computerized or actual thing, contingent upon your system and financial plan. Right now, the most well known advanced blessings are sans limits in-application buys, and informal community stickers.  Push Notifications are the Key Remember to carry them out. They can remind your clients about off day offers or show individual ideas. In the event that arrangements and specials would hurt your benefit excessively, you can utilize these notices to just remind clients about significant capacities inside your application. Such notices will show that you care about your clients. These are the top ways to keep your users engaged in your mobile app. These can help you increase the user base along with making you leader in the market.

1
sania
2 years ago
Apprentice
sistamary11Apprentice

Managed Software Count within Requester DetailsClosed

Hello,For handling off-boarding requests, it would be very helpful if Freshservice also listed the Software count.  It is listed for Assets, but not for Software.  

0
Apprentice
2 years ago
Shaine Chance
Skilled Expert
Shaine ChanceSkilled Expert

SLA Additional CriteriaClosed

Was raised in ticket but closed The options for filtering on SLAs are too small. We have different criteria that needs to be met when an SLA kicks in and unfortunately the filters do not allow this to work.Can this be improved?

0
Shaine Chance
Skilled Expert
2 years ago
luckychen222
Apprentice
luckychen222Apprentice

Add satisfaction survey to conversation reply by APIClosed

Expect this api to add additional parameters to allow the caller to choose whether or not to send a user satisfaction survey.

0
luckychen222
Apprentice
2 years ago
Skilled Expert
jkinnickSkilled Expert

Make All Ticket Properties Available in Automation SetupClosed

Currently, not all of the ticket properties are available to use when creating automations.Specifically, looking at the time trigger automation set up Tags, Internal Agent, and Internal Group are not available as options. This would be helpful for our team when moving stuff to shared owners, ensuring that they see the ticket and triage it in a  timely manner.For example. On tickets with the internal group ‘tier 2’ and hours since status escalated is 24 send email to group ‘tier 2’.  

1
2 years ago
egiust
Skilled Expert
egiustSkilled Expert

New Call Availability option: Call Transfers OnlyClosed

We often have escalation agents (T2, T3, managers, etc), who need to sometimes jump into a call queue to help lower waiting calls. These agents also sometimes need to be able to receive transfers from other agents, but NOT get other calls. Would be nice to have a call availability status for Call Transfers Only

1
Skilled Expert
2 years ago
brianzarb
Apprentice
brianzarbApprentice

The Asset Management Solution for your End UsersClosed

I've developed a WPF app that aims to significantly simplify Asset Management. This App is designed to offload the working duties of maintaining the Assets to the end uses, introducing a sense of ownership and accountability as individuals feel in control over their equipment:This app is packaged and deployed to all end user using DISM or normal deployment tools (or through tools such as: Intune, PDQ...) Real-time Tracking: Offers live updates on inventory levels, asset location, and status, ensuring that information is always current. Making it easier for businesses to keep track of their assets.Due to the introduction of accountability, this app automates inventory tracking and minimizes errors associated with manual entry and management.Compliance Management: Helps businesses adhere to regulatory standards by ensuring data handling and privacy practices are compliant, the App Helps Fulfill:ISO/IEC 27001:2013 - Information Security Management Systems (ISMS) ISO/IEC 27002:2013 - Code of Practice for Information Security ControlsIn building the app I must also ensure that code practises abide by:ISO/IEC 27017:2015 - Code of Practice for Information Security Controls Based on ISO/IEC 27002 for Cloud Service ISO/IEC 27018:2019 - Code of Practice for Protection of Personally Identifiable Information (PII) in Public Clouds Acting as PII Processor Current Status:Intended Result: This app was fully developed in house, tested rigorously & deployed. I’m just wondering if you would be interested in such a solution. If so reach out ! 

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

Allowing Access on a per ticket basis to another requesterClosed

I would love the ability to grant access to a single ticket to another requester. Here’s the scenario that I’m dealing with:I have a ticket tied to a single requester, but that requester would like to allow another requester to view/update the ticket. While this can be accomplished with the CC line and anybody within the CC line can reply and update the ticket, I really feel like I should be able to add a requester who has access to that particular ticket.They should be able to see it in their portal and interact with it. Add notes and change the status (if the requester wants to allow for that).At this time, I can add the additional requester to the CC line, but that means they only receive an email and can respond via email. They cannot see it in their portal - they cannot interact with it in any other way except for email.All or Nothing OptionWhile FreshService does allow for a requester to see all of the tickets from another organization, that’s usually not an appropriate option. This all or nothing approach doesn’t work in the real world. Instead, I should be able to set permissions per ticket unless the situation calls for the other option of allowing a requester the ability to see all tickets for a given company.

1
mbutler
Top Contributor ⭐
2 years ago
shant592
Skilled Expert
shant592Skilled Expert

Require resolutions tab to be filled out before ticket can be closed/resolvedDelivered

As part of the latest feature release, a resolutions tab was added.  However, there is no mechanism to force this box to be filled out before a ticket can be resolved or closed.  Please include this in closure rules or a business rule to be able to make this tab a required field before a closure can occur.  

21
Medic1334
2 years ago
Apprentice
AnnaJApprentice

Redirect article URLs when articles are moved to a new categoryClosed

We now have a couple of articles, but we want to add some categories, and move certain articles. However it seems as if the URL changes when we do this. This is quite annoying, since we often share URLs of articles with our customers. When the URL changes, the customer will receive an error when visiting the page.Can we redirect the old URL's to the new ones?

0
Apprentice
2 years ago
Apprentice
Dal PontApprentice

Thread attachmentsClosed

It would be great to be able to move the attachments from the ticket thread to the ticket reply. Currently, the only way is to download the files and attach them again to the ticket.

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

Link to Major Incident in Associate MenuClosed

There needs to be an option to Link to Major Incident in the Associate Menu of an Incident - it’s not intuitive for an agent to enter a ticket, navigate to the Major Incident, Related tickets tab, then associate the ticket they just created - they should be able to do this from the Incident they’re creating.

0
MichaelJM
Top Contributor ⭐
2 years ago
KBoxe
Apprentice
KBoxeApprentice

Multi Currency Support for Service Catalog products.Future Consideration

Client supports requestors across several continents and would like ability to publish service catalog offerings with multiple currencies, or at least the ability to denote the currency type to avoid confusion.

2
Skilled Expert
2 years ago
Skilled Expert
Evgeny VasilyevSkilled Expert

Cross-functional automationsin Workflow AutomatorClosed

Hi, Team!While the Workflow Automator is a great tool, currently the workflows are split into several categories - Tickets, Assets, Tasks etc.If I need to automate a workflow, that should be triggered by a ticket action, but result in some changes to the associated asset, I will have to use web requests and API calls. Would be great, if the Workflow Automator allowed cross-functional automations through standard Actions or Сonditions, applied to for example asset, associated with the ticket, instead of custom actions with Web Requests.

0
Skilled Expert
2 years ago
Skilled Expert
Evgeny VasilyevSkilled Expert

Add financial fields and reports to Project and Portfolio ManagementClosed

Hi team!Currently in the projects have many atributes, but there is no ou-of-the-box functionality to track project costs.Some even internal projects involve subcontractors and other services, so being able to track the financial compliance is a must.Currently we can create custom fields for Costs, but it’s not that convenient as if it would come out of the box for specific projects.

0
Skilled Expert
2 years ago
Skilled Expert
Evgeny VasilyevSkilled Expert

Custom colors for reports and dashClosed

Would be great to make more color schemes avaiable for the dashboards and reports.

0
Skilled Expert
2 years ago
msumption
Apprentice
msumptionApprentice

Transfer tickets between WorkspacesClosed

We now have 5 Business Teams Workspaces. It would be good to have more collaboration features between Workspaces, but at the very least, it would be great to be able to transfer a ticket / SR to another Workspace. For example, a common scenario is where a Requester submits an SR to the IT Workspace, but the SR is really a Facilities task. It would be much easier and efficient for everyone if we could simply transfer the SR to the Facilities Workspace instead making the Requester (or us) close the IT SR and submit a new one in the Facilities Workspace.

3
msumption
Apprentice
2 years ago
Shaine Chance
Skilled Expert
Shaine ChanceSkilled Expert

Scenario automation add cc when sending emailClosed

Would be good to be able to add CC into an email when sending via scenario automationBusiness case:When ticket comes in that needs approval from an external user, would be good to have scenario automation to trigger that user to be added as a C along with the email asking for approval At the moment you cannot add CC when using scenario automation

0
Shaine Chance
Skilled Expert
2 years ago
Skilled Expert
sean.groomesSkilled Expert

Email notification undelivered banner - accounts without inboxes.Closed

We have an Admin account that is used just for API calls. It is a Google Workspace account that does not have an email inbox associated with it. This is done because:1. It doesn’t need to receive notifications2. It doesn’t cost us a licenseNow that Freshservice is displaying this banner: All of our tickets where the dedicated API account is a member of a group (so that it has permissions to access information in restricted groups) are displaying the delivery failure notification, which is entirely expected.This should be able to be disabled on a per user or account wide basis.

0
Skilled Expert
2 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Make confusing ticket icon in Business Workspaces more genericClosed

Currently the ticket icon in Business Workspaces always reassemble a shopping cart.This is confusing as this is also used in IT Workspaces as an indicator for a “Service Request”Please change the Icon to a generic Icon or keep the “incident” & “service request” icon only if there is something ordered or not. 

2
msconfig87
Top Contributor ⭐
2 years ago
Contributor
SarikaContributor

Time range filtering for 'Closed at' 'Resolved at' & 'Resolution due by'Closed

The ‘Created at’ filter  in ticket list view has the possibility to choose a time period but its not possible for the filters below.   Can it be added to these also?

0
Contributor
2 years ago
Ninsiima
Apprentice
NinsiimaApprentice

Develop one app to hide ticket fieldsClosed

There are currently 3 apps with capabilities to hide ticket fields but all have their drawbacks:Hide ticket fields appOnly allows for dropdown fields and dependent fields to be hidden. Should allow for all custom fields to be able to be hidden.Hide/Disable Ticket Fields appAlthough it allows allows for custom fields to be hidden, it only allows for one condition to be met. Should allow for multiple conditions. Only allows for fields to be hidden based on Agent and does not allow for fields to be hidden based on agent Group, which would be better, because now every time new a agent is added to a team, you have to remember to go and add new agent to the condition. Custom Ticket Fields appAlthough it allows allows for custom fields to be hidden, it only allows for one type of configuration to be enabled, i.e. you can only set conditions based on Product, Group, or Ticket type. Also, you can’t add multiple values in a condition, so you have to add a condition for each value you want fields to be hidden for.My suggestion is that only one app be available for hiding ticket fields, which has all of the above apps’ strengths and none of their drawbacks, so that users do not have to use a combination of the 3 current apps to configure the fields that we want to hide for our different teams.The simplest solution may be to allow for the Hide ticket fields app to also hide custom fields, as it already allows for:Multiple conditions; It allows for fields to be hidden based on other fields, not just the Agent field; It allows for you to add multiple field values in a condition; and It allows for multiple configurations that conditions can be based on.

0
Ninsiima
Apprentice
2 years ago
Skilled Expert
DJLSkilled Expert

Notes for TasksClosed

Could we possibly include the feature of adding a note upon task completion?For instance, if a task is assigned to the procurement team to send an item and furnish tracking details, it would be helpful for them to append a note with the tracking ID once they finish the task.All we can currently do is to complete the task

1
afautley
2 years ago
Keats
Apprentice
KeatsApprentice

Asset Report/ChecklistClosed

The ability to have a checklist of the asset state and the steps taken in refurb each time the asset is returned would be invaluable. This could generate a “good to Go’ Checklist that could be shipped with the device so the user can see a quality control checklist has been sent with their asset.This could be a defined list of the checks we do to the hardware, software and a spec sheet showing the asset details

2
Medic1334
2 years ago
Apprentice
Anais HellwigApprentice

CC functionality: Add all cc'd emails when replying and allow editing of recipientsFuture Consideration

When clicking on “reply” to an email, the contacts in cc are removed which is not helping our agents to work effectively. We'd like Freshworks to build in the function “Reply to all”, adding automatically the cc'd emails while still being able to manually edit/remove the recipients if needed. Also, if another email contact (B) responds in a ticket attributed to one contact (A), clicking on respond will only address the email to A and no longer to B (the original requester). Freshdesk should allow to address contact B/the latest sender when clicking on “reply” even if it is not the orginal sender and/or to change the recipient manually. 

0
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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