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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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Rene.P
Apprentice
Rene.PApprentice

Allow Agents to see Status of other agentsClosed

Statuses for everyone - Goes without saying. Right now our Omnichannel does not have status for chat. Enabling this disrupts other features in Freshcaller and Freshdesk such as point 2 below. View statuses for everyone - let agents know who is out. More visibility = less time management through Managers. Doesn't make sense to make this visible only to Managers when agents are very capable of managing their own time. Group Agent Minimum - Prevent agents in a group from going unavailable if X number of agents are not available. This ensures there is a minimum number of agents available in a group during business hours. Alerts - I might be thinking to far with this one, but how neat would it be if we could set our own alerts for statuses? imagine setting yourself for lunch and then selecting time increments for an alert to go off?

0
egiust
Skilled Expert
3 years ago
egiust
Skilled Expert
egiustSkilled Expert

Ability for chatbot to see whether 0 agents are onlineClosed

It would be great if the chat bot could have some kind of logic to view whether or not there are 0 agents online for chats. If there are 0 agents online I’d like the bot to be able to auto-create tickets on the customer’s behalf. Right now the main way to “rescue” chats where no agents are online, is to build a time-based Advanced Automation. However, I’d rather my customer not sit for 20 minutes (or whatever designated time in Advanced Automations) before getting a ticket auto-created. Plus, sometimes we have long chat queues, so lowering this number from 20 minutes to something smaller creates a risk for creating tickets for queued chats, which we do not want to do.

0
egiust
Skilled Expert
3 years ago
Apprentice
Melissa.MoranApprentice

CC: Repsonse SuppressionClosed

We are wondering if it would be possible to include a feature where - in certain prescribed situations - a communication to the ticket creator did not include everyone who is marked as a CC on the ticket. We have an automation set where there is an email sent to a broader group that automatically creates a ticket. Based on this ticket, the only person who needs a response is the person who sent the email - including the CC’s on the response generates a great deal of unnecessary noise.Currently, to achieve this, agents need to manually remove the CC’s from the communication prior to sending it and it would be nice if there were a way to automate it based on certain criteria.

2
Apprentice
3 years ago
Apprentice
rvtkruysApprentice

Azure Cloud - OrchClosed

Hi,I am evaluating the Azure Cloud - Orch app, to simplify and enhance our service delivery towards our developers environment. I have already made an support ticket for this and was advised to place this as an feature request in this community. In the ideal scenario, I would like to be able to create Resource Groups and Azure VMs (based upon Azure Images) within the existing Subscription(s).Suggested process for Creating a new VM:Select Subscription Create a new or select an existing Resource Group Provide a name for the Azure VM Select the Azure Image Select the appropriate Size Provide new local administrator credentials OS disk type (default: Premium SSD) - basically the same behavior as the Size optionDuring the above described process, certain properties should be considered as default and configurable within the Workflow:Inbound port rules (enable or disable public ports) License type Network interface Virtual network and Subnet Public IP (this should be unique and automatically generated by Azure)The problem, at this moment, with the provided app:When requesting a new VM from the Service Catalog, I can only choose a existing (attached) Network Interface. Once placed, the request is rejected with a failed status. This is caused by the fact that the Network Interface was already attached to another VM. To be able to use this request, I need to create the Network Interface in advance and wait 24 hours before I can place the request. Note: the Azure Cloud Discovery will sync only once per day. This is not really practical.My question(s):If you are in the process of improving this, when is the update available? If not, is it possible to incorporate the above process in the Azure Cloud - Orch app?With kind regards,Roland

1
afautley
3 years ago
Zacq768
Apprentice
Zacq768Apprentice

Searching multiple assetsClosed

Our workplace is moving from the very dated WebHelpdesk from solarwinds but are slowly finding features missing from FreshService that are useful in WHD. One big one for us is the lack of ability to paste in a set of asset numbers so that we can edit multiple assets at once.Use case in WHD:Job: Tech needs to quickly retrieve a list of serial numbers from 10 ipads Tech scans 10 barcodes, making a list of 10 asset numbers Tech copy pastes the numbers into WHD which pulls those assets Tech can export the list, including the serial numbers in CSV form Or, tech can tick multiple assets and edit their fields  This is not possible in FreshService. Am i doing this wrong? If not, can this please be added as a feature request.

3
afautley
3 years ago
BSJFW
Contributor
BSJFWContributor

New Employee Onboarding: Add Child Tickets after submissionClosed

Unlike normal tickets, NEO does not allow for creating or adding additional child tickets after the creation. This presents an issue where if a user forgets to add an item from the kit, they need to resubmit the NEO all over again, instead of just requesting to add an item from the service catalog.  

0
BSJFW
Contributor
3 years ago
eccruatcha
Apprentice
eccruatchaApprentice

How to include Stage Field in FilteringClosed

Currently I’m creating a view that includes the filtering of Stage, but unfortunately I can’t include it? Need to know this for better reporting please.  

1
Vanderdecken
3 years ago
Consuelo Viramonte
Apprentice
Consuelo ViramonteApprentice

Integrating ChatGPT to FreshDeskFuture Consideration

I think it would be great to integrate ChatGPT to FreshDesk, in order to improve emails. 

28
helpout
3 years ago
Apprentice
SvendKApprentice

Filter: Include watched ticketsClosed

I’d like to have a single view of tickets I’m stakeholder onTickets where I’m agent Tickets I’m watching Where Status is UnresolvedI can’t seem to find Watched by in the Filters sidebar. I hope you find this valuable, thanks.  

3
ktaggart123
3 years ago
Apprentice
dave.kavanagh_19928Apprentice

Manage customer expectations with response time placeholderClosed

Request:For key metrics to be available as placeholders for automated emails. The metrics would be configured to some extent by the admin. Example:Admin sets a key metric like average first response time, and specifies filters (eg. Group) and refresh period (daily, weekly, monthly, etc.) That metric is available as a placeholder. Eg. {{firstresponse.metric}} The placeholder can be used in automated emails, allowing for messages like:We received your message. Our team are replying within 3 hours.Use-case:Managing expectations is important. While it is useful to present the response time according to the SLA (which is possible with an existing placeholder), it is also helpful to give a realistic idea of the current performance.The same approach can already be seen in Freshchat, where a message is presented in the widget saying ‘currently replying in 4 minutes’. Bonus points:Make those placeholders available in Knowledge Base articles, too ;)It would be great to have an article which dynamically reports on key metrics like first response, average response and resolution times. 

3
3 years ago
e.c.kane
Skilled Expert
e.c.kaneSkilled Expert

Last UpdatedClosed

We would benefit from being able to have Last Updated by Agent and by Customer as ticket filtering options. This would be especially helpful on ticket views. Currently the last modified sort option doesn’t have presented data. The UX isn’t quite right.

0
e.c.kane
Skilled Expert
3 years ago
Apprentice
MatCMApprentice

Ability to implement domain/company restrictions on specific Freshdesk PortalsClosed

Hi there, We currently use Freshdesk to serve both external and internal customers for our product support function.We have a customer-facing portal intended for customers to open tickets with us. We also have an internal portal for our colleagues to open tickets relating to the product, and also for specific internal activities that the customer should not be able to see. Finally, we have a partner portal for use by our partners, again for a set of other specific requests that customers should not see.We would benefit greatly (from a security perspective) if we could restrict access to a portal based on the ‘company’ or email domain of the user logging in. Additionally, it would be good if we could define this access by some attribute or group that the company sits in (i.e., company name contains some wordThis feature would, of course, only need to be available on portals where user login is required to raise a ticket. I hope this is enough information, but feel free to reach out for further clarification! Kind Regards,Mat

0
Apprentice
3 years ago
Skilled Expert
repattersonSkilled Expert

Purchase Order to Asset Reporting / FiltersClosed

Refer to  This is a needed enhancements that should have been included when the Purchase Order module was released.  The ability to create reports for Purchase Orders and filter assets by Purchase Order Number is needed.

2
Skilled Expert
3 years ago
Afrasiab
Apprentice
AfrasiabApprentice

Suggest me improvements in the website design?Closed

I’m a freelance website developer.My clients are satisfied with the final website design but I believe there are lot to improve can you please have a look and inform how can I make my websites stand out.https://buyertenantagency.com.au/https://notification.co/https://downloadfrominsta.com/https://freegstcalculator.com.au/Any help would be highly appreciated.Thanks

0
Afrasiab
Apprentice
3 years ago
Apprentice
nicolas.ramoudtApprentice

Code view editor is brokenClosed

I have a very weird issue when using the "code view" on the current FreshDesk release.This always worked until a few weeks ago.It appears the code view editor is not longer working properly. I tried 2 (fresh) browsers and still getting stuck on this.I am unable to insert custom html code reliably because the cursor is not properly position on the location where code should be added/changed/etc...See movie in attachment as illustration...

2
jimyy
3 years ago
johnr
Apprentice
johnrApprentice

favorites or starred itemsClosed

For me, HelpDesk position, being able to go to a favorites/starred menu and clicking on a specific solution instead of searching through almost 500 solutions or trying to remember how the title was named would make it so much easier to get to what I needed for the user/customer and less stressful.

0
johnr
Apprentice
3 years ago
johnr
Apprentice
johnrApprentice

status for notesClosed

When the requester responds to the ticket, we get a status indication that they have responded, but when someone places a note, it doesn’t show that in the status column. I think that we be a great addition for those in helpdesk positions, like me, so that I don’t have to go to every ticket to see what if anything has been noted in the ticket.

0
johnr
Apprentice
3 years ago
Apprentice
MarcelBloemApprentice

Make customized contact fields translatable in the edit profiles page for a contactClosed

Via the URLhttps://mydomain.freshdesk.com/nl/support/profile/edit can a contact edit his own profile. The standard contact fields are translated to language of the customer. I added some customized contact fields. There is no possibility to translate this fields. My feature request is that this customized fields also can be translated to different languages.

0
Apprentice
3 years ago
jituvaid
Apprentice
jituvaidApprentice

Needs to define Webhook in Rules that Runs on Time TriggerClosed

Dear Team, Currently there is no provision to define webhook in rules that run on Time Triggers. Option in Admin - AutomationUse Case : We are using automation rule to automatically assign Group and Agent information on the basis of selection of  some criteria at the time of ticket creation. In this case we are sending an SMS using webhook on ticket creation . But due to some limitation and investigation by the freshdesk specialist team they told us that it is by default picking the ticket resolving time from the default SLA at the time of ticket creation in place of updated SLA . If we have option to define the webhook on the time triggers then we will define the rule of sending SMS on Time Triggers in place of Ticket Creation.Please update it as soon as possible in the Freshdesk. Regards, Jatinder Vaid8920903999   

0
jituvaid
Apprentice
3 years ago
Apprentice
protonmasterApprentice

Calender ViewClosed

Hello,Is it possible to view tickets in advance? I can currently filter my list based on tickets that have resolution by today and the next day. However, does the system also have a calendar view where I can see upcoming tickets for a particular date or week period?This would be a good feature. For example, my support team sometimes would want to have an idea of what tickets are due two days in future but the system doesn't seem to have a filter for such. Please help! Thanks

0
Apprentice
3 years ago
Art B CS
Apprentice
Art B CSApprentice

Chrome/Edge (browser) extension for help widgetClosed

We use Freshdesk for employee tech support.  Most of their work is done in a browser, but we can’t embed the help widget on SAAS websites.  Instead, how can we take the widget embed code, and create a browser extension that would show the Help widget on every website in a browser?  

0
Art B CS
Apprentice
3 years ago
Christoffer
Apprentice
ChristofferApprentice

Last updated as a metric in AnalyticsClosed

We need to see the the age of the oldest ticket based on the last updated field as a metric. Filter should include but not limited to status and group.

0
Christoffer
Apprentice
3 years ago
HighTechHick
Contributor
HighTechHickContributor

Generate PDF or Document from OnboardingClosed

We have been using the Employee Onboarding module for almost a year now. One feature that would really improve this for us is to have either a native or 3rd party integration to generate a PDF that could be sent at the end of the workflow to the new user’s reporting manager or HR with the new user’s login details, links, etc.It seems like having some sort of template you would lay out (logo, links, ect) then have fields that would be filled out based on the data generated during the onboarding process (email, temp password, ect.) shouldn’t be too difficule to incorporate?Or, perhaps an integration with Adobe or some similar cloud PDF service that could use this info to generate a PDF and attach it to the ticket? 

1
3 years ago
DarrellB
Apprentice
DarrellBApprentice

Portal TenancyClosed

Good dayI would like to suggest that Portals with multiple branding requirements are setup as tenants so that each portal will have it’s own default email notifications, own activation portal specific to that Domain, and email  for “User Activation Email” that uses it’s own portal Domain and branding. Reason being, is that if the first product or portal uses all the standard defaults, the next addition of portal and or product, have to manual configure automation scripts, which is administrative. I refer you to Ticket [#14731313], Which confirms that currently, it is not possible to customize the activation process End to End per Portal.Regards,Darrell 

0
DarrellB
Apprentice
3 years ago
Apprentice
MattBApprentice

Move "Marked as Spam" Notification as it Covers the ButtonsClosed

Currently the notifications after you mark a ticket / email as spam appear over the top of the “spam” button, which means that you have to either manually close the three notifications or wait for them to disappear before spamming the next ticket.If they could be move so that they don’t cover the buttons it would enable us to work much faster at clearing out junk from the inbox.

0
Apprentice
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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