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
Skilled Expert
ggallawaySkilled Expert

Filters on API endpointsClosed

There are several areas where the API does not support filtering effectively.In the case of software, it would be really useful if the public api (api/v2/applications ) supported the same options as the undocumented endpoint used by the GUI (/api/_/applications) - i.e. ?filter=search&search_term=[search] Whilst we’re making requests for the API - it would also be useful toadd filter options to the vendor, contracts and product endpoints, add all (more) fields to the filter options for the requestor  endpoints - specifically external_id

0
Skilled Expert
2 years ago
ncorneau
Contributor
ncorneauContributor

Schedule Ticketing OpeningClosed

In our organization we have created an “on hold” status.  We usually use this or the “pending” status for tickets we are not actively working on or need to wait to resolve on a future date.  It’d be great to have the ability to schedule the “on hold” or “pending” status tickets to re-open on a specific date or time.  Rather than needing to manually needing to go in and adjust the status.

7
Daniel Söderlund
2 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Add dynamic value option to Tasks due dateFuture Consideration

Tasks which are created via workflow can only have fixed due dates from a drop down.Please add the possibility to choose the Due Date dynamically - for example to be set to the due date of the ticket itself.I know it can be done via webhook, but it would be so much more convenient in the GUI. 

3
afautley
2 years ago
JohnFaig
Apprentice
JohnFaigApprentice

Merge tickets should merge email of all users into one ticketClosed

When I merge two tickets, it would be helpful for the surviving ticket to have all the users (from both tickets) as cc’s.  Currently, I had to add a few users as BCCs (the CC field was locked) 

0
JohnFaig
Apprentice
2 years ago
ncorneau
Contributor
ncorneauContributor

Category, Sub Category, and Item UpdatesClosed

It’d be nice to have the ability to update the category, sub-category, and item from the ticket list screen.  Preferably without using the bulk update option.  I’m thinking something similar to how you can update / change the status or priority fields via the drop down menu on the ticket list screen.

0
ncorneau
Contributor
2 years ago
Kaley White
Contributor
Kaley WhiteContributor

Assign company to-do to contactClosed

I’d like to easily move a company to-do to one of the company’s contacts. Example:Company to-do:Updated company to-do:My current workaround is to copy the company to-do, delete it, and paste it into a new to-do for the contact.

0
Kaley White
Contributor
2 years ago
Contributor
SarikaContributor

Agent visibility when assigning the ticketClosed

For the ticket assignment, it would be nice to have the possibility to see whether the agent is available or not. This will helps agents when assigning the tickets to agents from ticket list view or the ticket details page.

2
Contributor
2 years ago
Ravia Xu
Apprentice
Ravia XuApprentice

Feature request: Self-export service request dataClosed

Hi,Utilizing service request, it would greatly enhance our product adoption if the service request data could be exported independently, rather than requiring the submission of a support ticket on every occasion as advised here. We eagerly expecting this enhancement in the future.Thank you.

0
Ravia Xu
Apprentice
2 years ago
Renske
Apprentice
RenskeApprentice

Service request - 2 levels not enoughClosed

Currently, you can only set up 2 levels when creating the Service Requests. The Category as level 1 and one next level. This makes the overview of available SRs very unclear and does not allow any good reporting based on the SRs. Therefore, it is important to have at least 4 levels. This will bring clarity for all users and will allow better follow up, automation and reporting.

2
Renske
Apprentice
2 years ago
Active Contributor
joestractActive Contributor

Paragraph field in service catalog have the ability to add images and font.Closed

I can literally cut and paste screenshots and images directly into incident description; however, when typing in the paragraph field on "Reason for Access" box for requests you can't change the font or insert images. 

0
Active Contributor
2 years ago
miles-rp
Apprentice
miles-rpApprentice

Show all fields AND/OR allow filtering/customization of visible fields(columns) on Contacts pageClosed

This was first brought up 2 years ago, please read the thread:https://community.freshworks.com/contacts-companies-11405/adding-fields-columns-to-contacts-view-23332?postid=88499#post88499We can’t view existing data. We can’t customize which columns/data is being shown. This UX is broken.

0
miles-rp
Apprentice
2 years ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Allow task due date to use business daysClosed

We have several workflows which generate tasks as part of a service item request. The problem with this is that if a task is created on a Friday late, but it’s due in 3 days this really only gives that team part of a working day (if no holiday on Monday) before the task goes into overdue. Being able to have task due dates be set via business days instead of calendar days would allow for a more accurate portrayal of timeliness of task completion.

0
Medic1334
Top Contributor ⭐
2 years ago
Apprentice
JoeyJoeJoeApprentice

Printing from FS needs improvementClosed

As agents we should be able to print out a solution article. Seems pretty basic, especially if it is available on the support site side. Currently when trying to print a support article from the agent site, it is so poorly formatted as to be useless. And when printing an article from the support site, the text is miniscule, unreadable. Are improvements in the works? Thanks,Joe

0
Apprentice
2 years ago
Renske
Apprentice
RenskeApprentice

Service requests in 3 languages like for IMClosed

Currently, the Service Requests can only be created in English, but since Carrefour is based in Belgium where France and Dutch are crucial, it is crucial to also have them in French and Dutch. 

0
Renske
Apprentice
2 years ago
Contributor
SarikaContributor

New agent form- Signature field sizeClosed

Hello!  The signature field under the profile settings is good size to view the edit the links and images  in signature however this is not the case case in the New agent form. It would be nice to increase the size in new agent form so that its easier to setup the signature by person adding agent.  

0
Contributor
2 years ago
Contributor
SarikaContributor

Separate the edit rights for company and contactsClosed

 As of now the creation and edit rights for company and contact are provided by one settings.We would like to restrict changing the company info by all agents. More granular rights would be great.  

0
Contributor
2 years ago
Contributor
SarikaContributor

Filter the tickets where company is blankClosed

There is no possibility to filter the tickets where the company field has no value. It would be easier to filter the tickets not linked to company rather than looking for a workaround with tags

0
Contributor
2 years ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Ability to populate conditional fields via data sourceClosed

We are using FS automators to handle almost all of our access management.  Instead of having hundreds of SC items, we went for a single SC item that has a conditional field where the application is the top layer, and the type of access for that app is the second.  This creates manual work every time we add/remove an app from the environment, whereas if I was able to use the inventory to populate this, I wouldn’t need to hand edit (and sort!) the SC item every time a new app is added. 

6
AntoniMorali
2 years ago
Active Contributor
KoenActive Contributor

Dashboard - Make it more flexible and versatile. More possibilities in the widgets pleaseClosed

Hi,Please make the dashboard feature more complete. It gives an immediate overview for our agents in what is important. We use a lot of additional statusses and it would be nice to have the same flexibility in the dashboard as we have in the Analytics. It would be nice that I can just add a widget in the dashboard and choose which group and which statusses I would like to see.. Also the ticket trend should be a custom widget that we should be able to add ourselves to dashboard, as said in form :krKoen

0
Active Contributor
2 years ago
xTofC4Be
Apprentice
xTofC4BeApprentice

Asset Management - More granularity to the rightsClosed

Would it be possible to separate the Create and Edit assets rights ? They’re actually bundled in the Agent roles: But we don’t want that agents allowed to edit assets also have the possibility to create assets.While agents have to be able to adapt the location, state or other fields of an asset, having that possibility to create assets also allows them to import a huge amount of assets from a CSV and potentially import a lot of unwanted records in the DB.Creation and edition of assets should really have to be separated rights.

0
xTofC4Be
Apprentice
2 years ago
xTofC4Be
Apprentice
xTofC4BeApprentice

Export possibility for the LocationsClosed

We remark that there is no Export possibility under the Locations module.  We have to deal with a huge number of Locations (about 700) and for us, only being able to import them without having any possibility to Export them is a not an efficient way to keep our Locations up to date. Could you please add the possiblity to also export Locations from freshservice ? 

0
xTofC4Be
Apprentice
2 years ago
xTofC4Be
Apprentice
xTofC4BeApprentice

Possibility to use custom "From:" mail address in the Changes automatorsClosed

For incidents and service requests, you can configure automators to send mails from a custom specific mail address (when you have several addresses configured in your freshservice instance). This seems not to be possible with the changes automators.We would like to send those notifications from another address than the standard address configured in our instance as we have a dedicated mailbox for change management.Is it possible to add that feature in the changes management automators (feature request) ?

0
xTofC4Be
Apprentice
2 years ago
xTofC4Be
Apprentice
xTofC4BeApprentice

Scheduled automators - Possibility to setup several schedules for a daily scheduled automatorClosed

Would it be possible to add the possibility to configure a daily scheduled automator to run several times during the day.Now, to achieve this, we have to clone the same automator several times and set each to run at different hours.Being able to set several launch hours in one automator would reduce the amount of automators (better visibility) and facilitate their management as, when we want to modify the flow, we currently have to adapt each clone … 

0
xTofC4Be
Apprentice
2 years ago
Kaley White
Contributor
Kaley WhiteContributor

Insert Canned Responses into Canned ResponseClosed

I would like to insert a Canned Response into the Canned Response editor.

0
Kaley White
Contributor
2 years ago
Apprentice
kiska_sancehzApprentice

Defaulting WorkspaceClosed

We have a customer requesting the ability to default workspace on new forms in the requestor portal before submission. As far as I know this is not something that we can do at this point in time. Would it be possible to make this a product enhancement request?

0
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