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
Contributor
Andriana0406Contributor

CANNOT EXPORT/PRINT ARCHIVE TICKETSClosed

Due to nature of our business, we receive multpiple requests to demonstrate correspondence in an official format, including the email requester and the entire thread of correspondence, as proof to customer's order and approval. Archive tickets cannot be exported/ printed in a pdf frmat and export in an excel file is not convenient to proove authenticity of a correspondance. 

0
Contributor
3 years ago
brian.mann
Apprentice
brian.mannApprentice

Split Ticket EnhancementClosed

Throughout our use of the FreshDesk Product, we believe that there is a way to enhance the feature, Split Ticket Prompt for Subject, Status, Description and Contact changes before creating the new ticket. We find that if a ticket is resolved and then we split it, then the new ticket is also resolved. For Subject and Contact, this would remove a step, furthering productivity. All of this is technically in the “Edit Ticket Details” screen already. Perhaps move the button or make an additional button in the top row of buttons for better visibility  

2
Contributor
3 years ago
Skilled Expert
Jerome.HaynesSkilled Expert

Add time when adding a ticket noteClosed

Hi,We really need the ability to add time when adding a ticket note.Thanks​​​​​​​Jerome​​​​​​

1
thecatalyst
3 years ago
reuven
Skilled Expert
reuvenSkilled Expert

Botton to light up showing the number of open tickets when more than 1, for a client emailClosed

If it could be near the top of the ticket so reps will make sure to answer the older tickets first, or do a merge.

2
thecatalyst
3 years ago
Apprentice
shannonwheelerApprentice

Add close date and time to print screenUnder Review

Show closed date and time when printing tickets

3
thecatalyst
3 years ago
bwklein
Community Debut
bwkleinCommunity Debut

Ticket and Forum API data should include linked topic and ticket ID information.Closed

Ticket data should include the ID of the forum topic that it was created from.Forum topic data should include an array of any tickets that are linked to it.

0
bwklein
Community Debut
3 years ago
Proshop
Community Debut
ProshopCommunity Debut

Show the number of unread notifications on FreshChat/Desk integrationClosed

Is it possible to make the freshchat icon show the number of unread notifications on the freshdesk dashboard?Our after sale service team handles emails with FreshDesk and they have a shortcut icon to FreshChat to handle chats. They don’t handle chats from the Freshchat UI because it’s easier to stay on one "tool". Having this kind of “red circle” will prevent our team to forget to check the chats, and could definitely help improve the overall efficiency.Is it sometime you can consider adding in order to improve your product? 

0
Proshop
Community Debut
3 years ago
dbaras
Active Contributor
dbarasActive Contributor

Ticket fields As Date / Time - Hour:Minutes are importantClosed

Instead of having only the date we should be able to choose the time HH:mmI can think on several use cases:- pick up interval on the same date: from 13h to 18h- task made by a non-agent paid by the time they spend in doing that task ( 3h 45m ) with 40m in getting thereYou guys are already had it implement in some sections so it should not be difficult to implementanother way you already have it implemented is the following one:

5
dbaras
Active Contributor
3 years ago
Contributor
abbiekinngContributor

Time Log - NotesClosed

Hello, I think it would be greatly beneficial to make the ‘Notes’ section on timelogs a mandatory field and an option to change from a free type box to a drop down list of pre determined selections. At the moment we use the timelog reports to work out our client invoices as we work on an hourly basis, if one of the team forget to put a note advising what they have completed it is hard for us to determine what part of the invoice it lands in. Many thanks,Abbie

3
rogeliosonrobbin
3 years ago
_Jordan
Apprentice
_JordanApprentice

Automations: searchingClosed

It would be great to have the option to search through all our automations using keywords related to the automation itself instead of just using the title. E.gFind all automations that:“If automation contains Group: Customer Support”“If trigger contains Issue Type: Support”“If outcome contains change Group to Level 2 Support””“If outcome contains change Priority from Medium” 

0
_Jordan
Apprentice
3 years ago
Creator1
Apprentice
Creator1Apprentice

Weekly Reports in another formatClosed

Hello Team, Currently, weekly analytics can be viewed in the Sunday-Saturday week format, while for some countries and regions, the Monday-Sunday week is more common. Please add this option.

1
3 years ago
Apprentice
JonasApprentice

More ticket types - Operational and questionsClosed

I would like to have more ticket types, now we have incidents and service request.Operational tickets/tasks We have several task we need to perform in different intervals, for this matter the Schedules is good, but by default it creates an incident. But the characteristic of the ticket is rarely an incident, but rather an Operational task. Questins or requests We have the type Service Request, which comes closest, but Service Requests should be based on known elements i.e. requesting software, hardware, access etc. I would love to have a type for questions or simply requests, when users asks for “where do I find this…?”, “What is the proces for…?”, “Do we have…?” etc

1
3 years ago
Apprentice
Matthias BeschApprentice

Time-log should be editable to add customized cost-centersClosed

The Time-log should be editable to add customized cost-centers to filter different invoices

1
Skilled Expert
3 years ago
Apprentice
nbauerApprentice

Add Custom Drop-Downs to Time LoggingClosed

If we could add a custom drop-down or fields to the "edit time log" field we would be able to log time of different types to a ticket, and know if the time was after hours, involved developers, required an on-site visit to the customer, etc, each of which would be billed a different rates in our billing software, but still be linked to the same ticket. Allowing these fields to appear in Time Sheet Reporting or Analytics would be needed as well.

1
Skilled Expert
3 years ago
Luke Judge
Apprentice
Luke JudgeApprentice

Customise Time Log parametersClosed

Hi I would like to request a feature for customising Time log parameters, at the moment there is only a tick box for Billable. I would like to be able to select between Billable, Warranty and unbillable/gratis, this would be a drop down box that you could then create a report on to get some more accurate metrics.  

2
Skilled Expert
3 years ago
Skilled Expert
Jerome.HaynesSkilled Expert

Ticket Time Log - Ability to add fields to widget and report on themClosed

Hi,The time log widget really needs the ability to be more granular as it’s currently very limited. You can only select if a ticket is billable or not. The ability to add fields to the time log widget would be very helpful. For example you could add a dropdown and specify certain options that you could use for time log entries in analytics reporting. A good example is if you complete some work for a customer remotely vs done at their client site - however some work may be done remotely and some may be done on the client site in the same ticket. The ability to do this granually per time log entry vs the whole ticket would really be helpful. You could also use it for many other things like specifying a specific action that happened in that specific time log entry. ThanksJerome

1
Skilled Expert
3 years ago
Skilled Expert
Jerome.HaynesSkilled Expert

Ability to set business hours on time trigger automationsClosed

Currently the ticket creation and ticket update automations support the use of business hours but time triggers don’t. This is non sensical as SLA’s and other automations support using these and so if you have an automation to chase the customer after 24hours it counts that weekend. This can lead the customer to be confused as they haven’t had anytime to respond if your business hours are like most in the world… 9 -5 Monday - Friday! I think this has been a feature request before, please can you provide an update on this? We desperately need this and it’s important to ensure consistency of support in all automations.ThanksJerome

5
Skilled Expert
3 years ago
_Jordan
Apprentice
_JordanApprentice

Canned response color vs default text colorClosed

When inserting a canned response the color of text is different to the exisiting reply template and what is typed.This was previously raised here and it was mentioned that it was resolved: However we still encounter this and has been an issue for us the past 3 years.

0
_Jordan
Apprentice
3 years ago
Skilled Expert
stuartwilkieSkilled Expert

Ad-Hoc CSAT SurveysClosed

We love the CSAT capabilities - but there is a gap in the functionality. Here is a use-case: Not all our clients will contact us during the course of a quarter, or half year or sometimes even a year. We want to be able to send out ad-hoc CSAT surveys to gather feedback and health pulse of the client and our relationship - even if they haven’t needed us. Please can this capability be added? It doesnt make sense to buy into or use another system when the base options are right there!

0
Skilled Expert
3 years ago
Apprentice
eamomurrayApprentice

Pop up ReplyUnder Review

Within Outlook when replying to a message, you have the ability to pop it out into a new window so you can work on another screen. Freshdesk does not have that ability and it can be difficult to reply and refer back to the whole content of the ticket.

2
Skilled Expert
3 years ago
Saraoo7
Community Debut
Saraoo7Community Debut

Shortcut to pasting linksClosed

Good to have similar feature to Slack of adding external links by highlighting the word and Ctrl + V (paste) the link in stead Ctrl +k. It would be super convenient to have this feature. Thanks!

3
Skilled Expert
3 years ago
Active Contributor
chris.barkerActive Contributor

Scheduled/Recurring Tickets in FreshdeskUnder Review

Hey all,Requests for the ability to create scheduled/recurring tickets in Freshdesk have come up before, but Freshdesk won’t implement it unless enough people ask for it.There was a thread here from years ago where many people wanted it, but the thread doesn’t seem to load any more: https://support.freshdesk.com/support/discussions/topics/312856/page/1?url_locale=I am requesting the following feature in Freshdesk:When creating a ticket, have the ability to:Schedule it, i.e. it gets ‘created’ on the date/time set (more importantly) have the ability to create a recurring schedule where a new ticket matching the template is created each time that recurrence occursFor example:New ticket - Weekly Review of Resource AllocationSchedule - Create ticket every Friday at 15:00orNew Ticket - Monthly Patching of SystemsSchedule - Create ticket on the third Tuesday of each month at 09:00orNew Ticket - Process Staff Leaver AccountSchedule - Create single ticket on 15/04/22 at 17:00This is a native feature in Freshservice, and the same sort of functionality would work in Freshdesk: If this is a feature you would like, then PLEASE comment here to show Freshworks there’s demand for it.Cheers,Chris 

10
Skilled Expert
3 years ago
Apprentice
mcatlettApprentice

Display company name in ticket viewClosed

In the ticket view I would like to see the an option to display the company name instead of the requester name or the company name in addition to the requester name.

11
3 years ago
Paul Delafosse
Apprentice
Paul DelafosseApprentice

More ticket fields optionsClosed

Hello community and team,We are a Freshdesk partner in France, and we integrate the solution for multiple customers from small to large accounts.My request concerns the ticket fields: There is a limit of 20 fields in the same category (checkbox, drop-down menu, etc...), and this is very problematic in cases where we have a long multiple-choice list, and we need to use checkboxes.We also find it regrettable that there are no MULTI CHOICE drop-down menu fields.This is very disadvantageous for us and our customers, and this kind of feature, present in some competitors, can be a lever for losing users. Thank you very much for taking care of our demand. 

3
Kamakshi
3 years ago
Apprentice
hank747Apprentice

Add Stakeholder Notification to ProjectsClosed

Part of ANY project is communication with Stakeholders. It is one of the most important responsibilities of any Project Manager. Freshservice Projects MUST include a method for communicating with Stakeholders that are NOT Agents.There are only two permission settings: Private and Everyone. This is not adequate. There should be a limited permission set in between these: Restricted (?) for Agents and specific (selected) Requesters. Please add this to make Projects better.

2
Kamakshi
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