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
MattBApprentice

Show message preview in table view without needing to hoverClosed

It would be useful if we could see the message preview without having to hover over it. This would enable us to very quickly clear off large volumes of spam.Whilst the current preview is quicker than loading the full message, it’s still much slower than if we could just see the preview all the time.

0
Apprentice
3 years ago
Apprentice
TJ6767676Apprentice

CSS in emails sent from Workflow AutomatorClosed

Hi All,I’ve been using the ‘Send Email To’ action in combination with the placeholder {{ticket.visible_service_item_fields}} to send the results of submitted Service Requests out to people. This works fine, but the formatting is awful. I realise that you can create tables with HTML and use placeholders to fill the cells, but I would really love to use CSS to do alternate line highlighting.e.g.<style>   tr:nth-child(even) {background-color: #f2f2f2;}  </style> Does anyone else have this issue? 

0
Apprentice
3 years ago
egiust
Skilled Expert
egiustSkilled Expert

Prevent agents from assigning chats to groups with no agent's onlineClosed

The system should not allow you to send chats to Groups who have no agents online for interactions (for example you could grey out the group name and make it un-selectable). This would prevent chat customers from getting neglected/lost in a chat queue. There are ways to rescue these kinds of chats, but something built in to prevent this would be amazing.

0
egiust
Skilled Expert
3 years ago
WesSharp
Apprentice
WesSharpApprentice

Changing SLA Policy applied to a ticketClosed

Currently, we have multiple teams for working on tickets with SLA policies being applied correctly during ticket creation. However, there are times when we need to move the ticket to a different team (Agent Group) for a resolution. When we assign a ticket to that agent group, the SLA Policy does not change to that Agent Group’s SLA Policy. I looked in Workflow Automator as well as the Scenario Builder and could not find a way to update the SLA Policy applied to a ticket. I would like to be able to assign a different SLA Policy when I change the Agent Group from one group to another if possible.

0
WesSharp
Apprentice
3 years ago
egiust
Skilled Expert
egiustSkilled Expert

Chat routing - group overflow controlClosed

We need desperately need better Group overflow routing feature in chats. Right now there is no built-in way to have chats overflow to more than one Group if all members of a Group are offline. Example: if a customer contacts us and is routed to Group A, but no one is online for Group A, the chat gets sent to Group B or Group C’s queue. If no one from Group B is online either it would go to Group C. IF no one from Group C is online, it would go to Group B.  I would love to see something similar to the level of control we have with call routing reflected in chat routing.

0
egiust
Skilled Expert
3 years ago
PLatIMT
Apprentice
PLatIMTApprentice

Inviting COLLABORATOR shall not be an ADMIN optionUnder Review

Hi there,Currently, if you wish to invite COLLABORATORS within a ticket, you can’t as long as you’re an AGENT.The only workaround is to tick this option within the ADMIN section of a new ROLE.It brings a major downside because once you enable this option, FreshDesk considers the AGENT as an ADMIN and not as a basic AGENT anymore.Which results in the loss of the ASSUME IDENTITY capability which makes AGENT management a nightmare.Hope you can fix this urgently.

4
3 years ago
support.team123
Apprentice
support.team123Apprentice

freshconnect search functionClosed

it would be so helpful if you could make freshconnect searchable!! the search function on freshdesk for tickets is excellent, would love to be able to search across different chats in freshconnect as well.

0
support.team123
Apprentice
3 years ago
AJ_Delfi
AJ_Delfi

Automations: Time triggers based on date ticket fileldClosed

We do really need this feature in our several of automations. At this moment moment we can create a time trigger which triggers based on “Hours since xxx” as illustrated below.We would love to be able to set the time trigger based on a date field. Example:We send an item, file or similar on a specific date and need a kind of respons within 14 days/336 hours after this date we have set in the ticket fields. If the customer expire this date, an action should occur.  At this moment the closet we come into this scenario in the time triggers, is when we choose “Hours since assigned (based on agents actions).Though this way has several cons and therefore we would love to the feature above.

1
Roxwell
3 years ago
Contributor
lynne.scofieldContributor

Knowledge Base - Feature RequestClosed

A couple of solutions feature requests;Ability to add related articles.  I manually add them in, but this would be good, if it was a section of the form for related articles.Also the ability to have a ‘featured’ article area, so you could highlight, new articles, or articles that you want people to read. 

0
Contributor
3 years ago
Skilled Expert
pproostSkilled Expert

View workload of Agent Groups I'm not a part ofClosed

Hello, As the manager of a larger team it would be a nice feature to have the ability to view an agents group workload without being part of that agent group. Now I have to be part of the agent group to be able to view the workload but this also means that I receive all the notification mails for that agent group and tickets can be assigned to me. This quadruples the number of mails I receive from Freshsservice on a daily basis.

0
Skilled Expert
3 years ago
Apprentice
peterApprentice

Reply to a Private Note should be recorded as a Private NoteClosed

Scenario:  I add a Private Note to a FD ticket and select some agents to receive email notification.The agent gets the email and REPLIES to the EMAIL directly.  Only internal users and FD are on the reply to list.Freshdesk then creates a new PUBLIC note in the ticket.  This note is visible to customers.I would like to see the behaviour changed so that an email reply to a private note results in a PRIVATE NOTE.

36
3 years ago
simonjh88
Active Contributor
simonjh88Active Contributor

Forwarding an email results in every reply being a private note thereafterClosed

When we forward a ticket, or a customer reply to somebody internally to discuss further, any subsequent replies come in as private notes….that’s fine until the internal colleague then replies to a customer email further down the line, which has the customer CC’d. The reply that our colleague sends is added as a private note, when in fact it should be a public reply.  This causes issues because the customer is unable to see the full thread now when viewing the ticket in the portal. This means that they could be missing important information when they (or someone else) looks through the ticket. There should either be:a way to change a private note so that it is public (and vice versa) a way for freshdesk to be able to differentiate between the forwarded emails and the replies to that thread, and the reply to a future email that a customer has sent. 

2
3 years ago
Apprentice
krtjApprentice

Agents should also be able to be contactsClosed

This is our use case:We’ve got about 7600 companies in our Freshdesk instance.About 90% of our contacts are our own employees. Our employees are managing portfolios of about 20-40 companies each. They submit tickets on these companies.We’re about 50 agents in our Freshdesk instance. I would say about 30 or more of these agents also have their own portfolio of companies that they need to submit tickets on. But as it is now, they are not able to be contacts on companies, and can therefore not select a company when submitting a ticket. Right now, our solution is to move these tickets when they are closed: we change submitter from agent to they belonging department leader and the company the ticket is about -we’ve got a python script running doing this via Freshdesk API. But please; it would be really great if an agent could also be a contact, or at least be able to select company on a ticket.

1
jacobhales
3 years ago
Ravia Xu
Apprentice
Ravia XuApprentice

Feature Request: Freshchat WhatsApp ChannelsClosed

 Can’t wait to see Freshchat to implement the private broadcasting feature WhatsApp Channels. 

0
Ravia Xu
Apprentice
3 years ago
egiust
Skilled Expert
egiustSkilled Expert

Ability for agents to view the agent scheduleClosed

Is there any for agents to view each others schedule in FreshDesk now, and if not, is this something we might be able to see in the future?

0
egiust
Skilled Expert
3 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Show Inventory Asset Activity as Table with old and new value additionally to chronologyClosed

The activity tab for Assets is great. But it lacks better filter options and headers.Currently there is only one view: chronological list of changes. This makes is very difficult to find out what has changed and what was the old value.I would like to have a table by Attribute so that we can see Old and New values compared to each other and also some filters on the top.Example: 

0
msconfig87
Top Contributor ⭐
3 years ago
egiust
Skilled Expert
egiustSkilled Expert

Article visibility to be managed at the article levelClosed

Currently, article visibility is restricted to folders and that makes it challenging to integrate our support-facing articles with our customer-facing articles. This is primarily helpful for those of us with large knowledge bases who have many categories. I don’t want to have to create a separate “Support Article” folder with a repeat of all of my categories under that folder in addition to my customer-facing structure.Or at least if there’s a way to do this with the portal code and article tags that would be amazing.  

2
egiust
Skilled Expert
3 years ago
Apprentice
ben_13409Apprentice

Automation to update SLAClosed

Currently there’s no way to update Resolution time automatically. What we’re left with is “Overdue” tickets every time a customer responds to an old ticket. An automation could easily solve this and reset the resolution SLA when a customer replies and give us a useful SLA.

1
Skilled Expert
3 years ago
Skilled Expert
spencerporchSkilled Expert

Custom scenario automation button on ticket viewClosed

It would be great if there was a way to create custom buttons to add to the ticket view that execute a scenario automation.For example, if you have a scenario automation to ‘escalate to supervisor’ that does xyz on the ticket, I would love to be able to make that a button on Agents’ ticket view so they can click it and execute the scenario (saves a few clicks and hunting).Pick the automation, type the button label, select the icon → Bam, created a quick access button for all agents.

0
Skilled Expert
3 years ago
dbravo
Community Debut
dbravoCommunity Debut

Allow for Score Cards in Dashboard to accept custom view from TaskClosed

Current score cards in Dashboard force you to make a new view from tasks rather than allow you to select the custom views created in tasksREFER TO THE PHOTO PROVIDED

0
dbravo
Community Debut
3 years ago
Contributor
Andriana0406Contributor

Create new ticket when customers subject line changesClosed

Found the recently released Emails > Advance settings feature “Create new ticket when customers subject line changes” and have imrpovements to suggest:the new ticket to have a noticable comment to link it with the initial ticket, in case the agent required to do a background check on the request. report tracking on the tickets created beacuase of subject change. Automation rules to capture this subject change and add actions.

0
Contributor
3 years ago
jeffwood311
Community Debut
jeffwood311Community Debut

Ability to View Sub-tasks within WorkloadClosed

When I am planning out my sub-tasks, I am setting the date range to work on those sub-tasks.  However, I do not have visibility to that within the Workload feature.  It is not an available option to choose from in the current filter.  It would beneficial to have one central spot to view and manage my workload and ensure I am not missing anything.  

0
jeffwood311
Community Debut
3 years ago
egiust
Skilled Expert
egiustSkilled Expert

Ability to rearrange chat canned response foldersClosed

Hi! I would love to see the ability for us to rearrange the chat canned response folders. Right now the chat canned response folders are locked into the order of which you create them. This makes it hard to better organize our canned responses. At least if it was alphabetical at the minimum, that would be helpful.

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

Folders/organization for scenariosClosed

I would like if Scenarios had better categorization similar to the canned responses. Right now we limit ourselves on how many scenarios we’re creating because trying to find them or view lists is a pain - just too messy/unorganized.

0
egiust
Skilled Expert
3 years ago
Tim Soulen
Community Debut
Tim SoulenCommunity Debut

Proactive notification of multiple open tickets with same person/email domainClosed

I have not yet found a way to get proactively notified if we have multiple open tickets from the same person/client.  Be great if there was some way, maybe based on requestor email domain, to have a proactive alert if there are X number of open tickets under the same requestor email domain.  Any ideas ow to do this? 

0
Tim Soulen
Community Debut
3 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