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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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Apprentice
vmrg.comApprentice

Add the separate permission to let the users edit the Summary created by other usersClosed

Currently there is a single permission that controls the agents’ ability to edit both Notes and Summary “Edit everyone's notes”. We do not want our agents to edit the other agents’ notes. But we still face the cases, when the ticket was processed by Agent 1, the agent added the Summary and transferred the ticket to Agent 2. Agent 2 wants to update the summary, but they cannot.It would be great to add one of the following options to Freshdesk:Add the separate permission to control the summary editing With the “Edit everyone's notes” allow the assigned agent to edit the Summary

2
3 years ago
Juanki
Apprentice
JuankiApprentice

Business hours for agentsClosed

What about create a business hour for each agent or team?then they dont have to change status manually, and dont receive calls outside working hours.I think this is a must! as Aircall, Cloudtalk….

1
jarvil
3 years ago
Contributor
gwelstedContributor

Ability to use custom objects in other areas of freshservice.Closed

The ability to use Custom Object with any area that allows the use of custom fields. Not just ticket forms. e.g. being able to create custom objects that can be used on say a custom department field. or custom user field. 

1
3 years ago
Apprentice
SOTAApprentice

Thread without forwardingClosed

I can not create a thread without forwarding the ticket. Please implement the option so I can create a thread in the ticket to text other mail addresses without forwarding the ticket.

0
Apprentice
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

Arial portal fontClosed

I’d like Arial to be available as the portal font. 

1
3 years ago
AArgaman
Apprentice
AArgamanApprentice

Email Notification Text Editor CustomizationClosed

I noticed that the text editor inside the “Email Notification” admin settings lets you customize the color of text and the background of text. However, the options are limited to only predefined specific colors and I see no way to change it.In most platforms, there is an option to pick a color freely from a palette or even insert an HEX or RGB code to get whatever color you’d like. Moreover, there is no option available to remove the background color of text, only selecting a white default one which is a shame.I suggest adding this feature as this is quite a basic one which is available in almost all other platforms out there.

1
3 years ago
Mufaddal
Apprentice
MufaddalApprentice

Group FilterClosed

Currently we see all  groups created under Group tab, there should be option to limit the group view option same how we can limit the email group for each user.

0
Mufaddal
Apprentice
3 years ago
thomsons
Apprentice
thomsonsApprentice

Add Mosyle (MDM) integrationClosed

Add Mosyle MDM integration

1
oravec
3 years ago
MarcRitter
Apprentice
MarcRitterApprentice

Make it possible to use different filters on same freshdesk analytics pageClosed

In order to compare tickek volumes of different weeks side by side, it would be great to be able to have interactive filters in analytics, that only apply to selected charts (maybe even on differen pages). This way one can set e.g. the desired time period once in a report and then flip through the different pages where different topics can be compared between two different time periods

0
MarcRitter
Apprentice
3 years ago
JosvandenEnd
Active Contributor
JosvandenEndActive Contributor

Agents as requesterClosed

Hi there!I already say a couple of posts regarding issues when a internal ticket is created by a requester who is also a agent. For example:  We also have an issue regarding this. We would like to created automations, based on if a requester is a agent or not. But i don't see a field that could be used for that.The reason behind this is that all our requesters must be assigned to a company, but agents don't have a company. We even build in that tickets can't be closed if there is no company assigned. Having a company is very important for our reporting. Agents sometimes have a double role; they are agent solving tickets, but they also can report issues. A couple questions/ideas:Make it possible that agents are also assigned to a company Make it possible to automate based on if a requester is an agent or notKind regards,Jos van den End

0
JosvandenEnd
Active Contributor
3 years ago
Apprentice
ThomasBApprentice

[Freshservice] Option to undo sendClosed

After migrating from freshdesk to freshservice, we are missing the feature ‘undo send’.  This was a useful feature that you could cancel a sent reply on a ticket within 5-10 seconds if you notice for example that you are missing an attachment or a person in CC.Can this please be added in freshservice? 

0
Apprentice
3 years ago
Apprentice
markatxplorApprentice

Border for imagesClosed

Add an option to add a border to images added in to FreshDesk tickets to better define the image and avoid the image blending in with the email background

0
Apprentice
3 years ago
Apprentice
sduhonApprentice

Ticket Attachment GroupingClosed

It would be extremely helpful if all attachments on a single ticket were grouped together in a tab or section of the ticket.  This would prevent users from having to scroll down to each individual comment to review attachments each time you open the ticket to begin working on it again.

3
jeremy.hall
3 years ago
Apprentice
hylston.barbosaApprentice

Freshdesk Help Widget EnhancmentsClosed

Hi,We are embedding the Freshdesk help widget, but we found some blockers when doing that. We implemented the widget SSO (for our customers), because our articles are mostly restricted to logged users. The problem is that when the user navigates outside the widget (by clicking on a link to another article or clicking on icon to see the article on the portal), they are not logged, and they are unable to see the article.According to the answers I got from the Freshdesk support team, there is no way currently to maximize articles without leaving the widget (by going to the portal) or create internal links from one article to another, which open inside the widget instead of redirecting to the portal.Based on that experience, we would love to have the 2 features below implemented, for making a better usage of the help widget.The ability to maximize the article without leaving the help widget; (as far as I could see, currently the maximize icon just appears for images) Links from articles to other articles be opened inside the widget, without redirecting to the portal;We as a company would be very thankful if you could provide us a timeline to have these two features implemented.  Thank you in advance.

1
3 years ago
Christina H
Apprentice
Christina HApprentice

Custom Font Type into [Agent portal default font preference] email replyFuture Consideration

I think it’s a good idea that Freshdesk allowed brands to upload their own brand’s font type to the system. Because we want to follow our company’s font to reply the customer but the font is not in the default list. 

2
3 years ago
Apprentice
tad.mrozowskiApprentice

Allow to Resize columnsClosed

There columns that have way too much white space so it would be nice to have the ability to resize them. See screenshot for example

6
BDCRob
3 years ago
Apprentice
adam_11095Apprentice

Filter options to exclude from the resultsClosed

Loved to see an option in filters to exclude from the results.EG - view all tickets that aren't 'Closed' - maybe '!Closed' could work.Currently the only way to do this is to add all our statuses (currently 9) to the filter and just not include 'Closed' which is a real pain.I understand pre-saved views could be setup as a work around, but we are constantly adding to new statuses and other fields to our tickets for internal use and this isn't a realistic option for us to implement into our workflow.

15
BDCRob
3 years ago
Apprentice
ThomasBApprentice

[Freshservice] Option to turn off automatic account creation upon receiving emailClosed

Currently whenever an email is received on the email address connected to our freshservice account, a contact is created and the user is then able to set a password for his account and afterwards login to our support portal. This makes that also when receiving spam emails, accounts are created for the spam email addresses. We want an option to turn off this automatic account creation. According to support this is possible by restricting the domain as seen in this article: https://support.freshservice.com/en/support/solutions/articles/227155-restricting-service-desk-access-to-certain-domains- However, after setting up domain restrictions, the replies of people that are in CC of a ticket and are not a contact are dropped, which is not what we want. We propose to either not drop replies from people in CC (even if they are not a contact) or just add another feature that enables us to just turn off the automated account creation.

0
Apprentice
3 years ago
Apprentice
ThomasBApprentice

[Ticket Conversation Customizations App] Option Move Reply box to topClosed

We would like to have an option added to the Ticket Conversation Customizations App to move the Reply Box / Add Note box to the top of the conversation.This would make it more similar to Freshdesk, which is way easier to work and requires less scrolling up and down when writing a reply.

0
Apprentice
3 years ago
Apprentice
EMacApprentice

Allow bulk delete of Software itemClosed

There is no way to bulk delete software items.  We had an errant process run and import a bunch of invalid software into our instance.  To delete them, it seems I have to go into each software item to delete it.  Quite tedious.  Please provide an option to “Delete” while multiple software items are selected.

3
Corporate Ladder
Active Contributor
3 years ago
Corporate Ladder
Active Contributor
Corporate LadderActive Contributor

Option to Update Announcement Without Editing Original AnnouncementClosed

Having the option to add an update to an Announcement without editing the original Announcement would be a very nice feature.After creating an announcement, the only way to provide updates related to the announcement is to edit the original announcement, requiring you to modify the original Announcement’s subject, information and submission time.It would be nice to see an update chain on an Announcement to get a better idea of the time between updates, and what information was provided, as well as a final resolution update.

0
Corporate Ladder
Active Contributor
3 years ago
tjyurek
Apprentice
tjyurekApprentice

Ability to Customize Service Request StagesClosed

The Service Request stages are designed around the fulfillment of some product. It would be nice to be able to broaden the stages to also encompass services which could be fulfilled such as manipulating data.

3
afautley
3 years ago
SpadeCR
Skilled Expert
SpadeCRSkilled Expert

Categories for WorkflowsClosed

We have TONS of workflows. Much like the service request catalog, is there a way to categorize workflows? Namely, workflows for different departments.

1
afautley
3 years ago
Mahdi.abuhait
Contributor
Mahdi.abuhaitContributor

To change the view to be displayed using different filters in boardClosed

the board cards are being displayed only by the Ticket status, i would like to change the view to be changed according to a different things such as ticket type  

0
Mahdi.abuhait
Contributor
3 years ago
Skilled Expert
athomasSkilled Expert

Agents online status (without Automatic ticket assignment)Closed

Create a widget or something on the dashboard where we can see which agents are online or active without having to use Automatic ticket assignment. My agents pick up tickets first come first serve or assign them as they see fit. This helps us answer tickets faster when agents are not online. However, I can't find a way to show their status in Freshdesk for everyone to see in a common location. The closest thing is the Admin > Agents where you can see where they were last active. However, I need all the agents to see it for breaks, varied hours, vacation days, etc... We need to know when they aren't available to help pick up their tickets.

1
egiust
3 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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