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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

Back to top of the list
Contributor
jonContributor

Ticketing FeaturesClosed

There are 2 features that I would love to see.1. Recurring tickets: If I am a managed services provider, there are routine tasks that I must complete on a daily/weekly/monthly/yearly basis. It would be great to setup recurring tasks for various clients so I don't have to manually create them.2. Ticketing templates: Say I sell someone a new server and I have a list of 10 tickets I need to complete once I sell it to them. It would be nice to have a "Setup Server" template that I can select and all tickets associated with that template are created.

12
arunrajkumar
3 years ago
velasco
Community Debut
velascoCommunity Debut

Email switcher (new email)Closed

My idea is the next one.Most of the people here who use freshdesk, have 2 or more groups with different accounts with the defaults emails for example:GROUP A → groupa@freshworks.com GROUP B → groupb@freshworks.comWhen you answer a ticket we have an app “Customize From Email Address”, and you can change the default sender between the groups.But when I wanna create a new mail from the panelI cant change the default email, if the Principal support mail is “groupb@freshworks.com” the default “from” is that indiferent the group, and i wanna propose an app or function who can change the default email sender differeating the group.

0
velasco
Community Debut
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

Search should include contact/company notesClosed

The global search should include contact and company notes. I’m trying to keep more organized notes instead of dumping everything in the Notes company/contact field, but that Notes field under Details is part of global search while the notes are not. 

0
Kaley White
Contributor
3 years ago
Contributor
viminya.doss_oldContributor

Feedback on building E-signature capability into FreshserviceClosed

To improve IT agent productivity, we're looking at building e-signature capability into Freshservice.  Some of the scenarios we are considering : Speed up contract execution by enabling agent to send the contract for approval + e-signature within FS and retrieve the signed copy in Freshservice Enhance & secure existing approval workflows (in change/release management, service requests, asset management etc) with optional e-signature We would love to hear your thoughts on these scenarios and where else this functionality will be impactful with your existing workflows. - Freshservice Product Team

10
3 years ago
Contributor
sbeesonContributor

Scheduled/Repeating ticketsClosed

I have reports I run every week. It would be nice if I could have a ticket autocreated every week at a certain time. I know this slightly veers away from "helpdesk" and into personal task management, but it might be useful for other scenarios?

17
arunrajkumar
3 years ago
pcutter
Apprentice
pcutterApprentice

Requesting additional customization around stages, sub-stages, and templatingClosed

Dear Fresh Team,Given what *I think* are some limitations in the ability to customize and template stages and sub-stages, I recommend allowing for the following. I think these changes would add significant value for your subscribers:Allow for customization around the current ‘hardwired’ five stages in the hiring process Allow for customization (change, delete, add) of the “default” substages within these stages Allow for a custom template of stages and sub-stages for *all recruitments* of a given subscriber. This would allow for institutional policies and needs to be built in to these process templates in a more user need-driven way.Thank you very much for considering these features.Regards,Pete

0
pcutter
Apprentice
3 years ago
LeeJonesMtSAC
Contributor
LeeJonesMtSACContributor

Additional Tasks fields in ReportsClosed

Give Tasks the same fields as Tickets and Projects so analytics and report on them. Specifically, Tickets have category, sub-category, and category items, but Tasks do not. Tasks can be associated with Tickets or Projects. Tickets have categories that can be reported on. Give Tasks the same fields as the associated item so reporting can be done.

0
LeeJonesMtSAC
Contributor
3 years ago
Contributor
mfrischmanContributor

Business Hours - SLAs: Exact Time EntryClosed

Our business offers one SLA during business hours, (M-F, 9am - 5pm), and another outside those hours, (M-F 12am - 9am & 5pm - 11:59pm; S-Su 12-12).The interface for entering time is a pop-up menu with 30 min. increments. There is no way to enter a time to the end of the day, 11:59pm. The latest available hour is 11:30pm. There is no way to set business hours spanning midnight. So an overnight shift must be set for 5pm - 11:30pm rather than 5pm - 9am. This mechanism means that some times cannot be covered - No support between 11:30 and 12?! Feature Request:As an administrator, Time can be entered to the minute (not :30).

2
mford_gd
3 years ago
Apprentice
tim.rhymerApprentice

Clear first response due when agent and contact are the sameClosed

We have instances where an agent might want to open a ticket for themself and they are the appropriate agent and contact. When doing this, it is impossible to clear the first response due flag unless you change the contact to someone other than yourself and add a reply or public note. The issues we have with this annoying workaround:Extra step of setting the contact temporarily to anything other than yourself just to send a pointless reply/public noteSends an unnecessary email notifications to that temporary contactCan we have a setting that says if Agent and Contact are the same, first response due does not apply?

6
3 years ago
jdarocha
Apprentice
jdarochaApprentice

Separate Start and End Date Calendars for Analytics WidgetsClosed

On the Analytics pages, when you have to choose a date range for a widget, the two calendars (Start Date and End Date) share the Forward and Back buttons. This makes it difficult to select your date ranges.For example, when I go back to the beginning of 2022, the End Date calendar also goes back that far (see Screenshot 1). This then forces me to go back and click the forward button again after selecting the start date to select the end date (See Screenshot 2). You can't choose the dates in the wrong order, or that will mess it up also. Screenshot 1 Screenshot 2It would be nice if there were separate Start and End Date calendars with their own forward and back buttons. This way, the End Date stays where it is when you go back to an earlier date instead of traveling with you.

0
jdarocha
Apprentice
3 years ago
Contributor
JasonMContributor

More Import FeaturesClosed

Please add the ability to import data in the contracts, vendor, and P.O. asset options. We have data that needs to be move from and old database to FreshService. 

0
Contributor
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

Create Contact without email or phoneClosed

I would like to add a Contact for whom I have neither an email nor a phone number.My primary use of Contacts in Freshdesk is association with Companies, and I often get the names of individuals at a company from Zoom meetings which they joined via link, not meeting invitation, so the only information I have about them is their name.My current workaround for not being able to add a Contact without any contact info is to include the contact names and descriptions in the Company notes so that I can search the name to find the Company they’re associated with.

3
barnaclebarnes
3 years ago
Skilled Expert
AndyDibiasiSkilled Expert

Add Vendor and Products (Software, etc.) as Data Source to DropdownsFuture Consideration

It’s great to have data source lookup option for dropdowns, but sometimes it’s to limited. It would be great if this would be extended to other object lists, such as Vendors (that’s what we need in our current usecase), Product Catalog, etc. In case of Vendor we want to make visible on which vendor we are waiting to fullfill a service request. In other cases, like being able to link products we could use it for analytics, as described in this idea:   

1
3 years ago
nstegmann
Contributor
nstegmannContributor

Allow CSAT/NPS reviews for Whatsapp conversations!Closed

Huge deal!

0
nstegmann
Contributor
3 years ago
nstegmann
Contributor
nstegmannContributor

Allow to include customized fields and files on User_Profiles, to attach ID and id_photosClosed

.

0
nstegmann
Contributor
3 years ago
Apprentice
MercuryApprentice

Request to edit freshdesk tickets before they are opened by the recipientUnder Review

It would be great if you had an option to edit unread tickets after they have been sent out. English is not my primary language and sometimes, i make mistakes in explaining things and only realize it after i have sent it. What you can do to inform the recipeint that it was edited is to give the edited text a different color and put it in italics and put a mark below “edited - time - date”.  That way, users dont have to respond by opening another ticket to explain themselves or to add details. These are unread tickets anyway. You can give your subscribers the option to offer editing while unread, or perhaps even after they have read it because some tickets are used as reference for future uses - for example codes in programming language. Sometimes throughout the conversation, either the sender or recipient realizes there is a better and simpler way to explain it so they can edit it, so the user can pull up the ticket in the archive as a reference to pull up the corrected code he needs.I hope you can consider. Thanks  

1
alyssia.correa
3 years ago
nlacharite
Apprentice
nlachariteApprentice

Improvement to Feature Forum MergingUnder Review

Would be nice if merging forums were similar to merging tickets, right now it creates a connecting link and the merged forum always remains in the status it was originally in skewing my numbers of implemented, etc. Would be nice for the comments of the merged topic to be added to the kept topic, votes and followers merged in as well. The topic that was merged should be deleted or flagged in a way that it doesn’t show up in the list of topics

1
alyssia.correa
3 years ago
paulroberts89
Top Contributor ⭐
paulroberts89Top Contributor ⭐

Conditional Fields for Raising an IssueClosed

Currently it’s not possible to use conditional form questions for users raising an issue via the Service Catalog. The functionality available when creating checkout experiences in the Catalog should be available in this view to help with dynamic questions such as “Preferred contact method” and then providing a phone number field for the user to provide a contact number if they choose “Phone”.   

0
paulroberts89
Top Contributor ⭐
3 years ago
Skilled Expert
Helga DeriaSkilled Expert

Allow analytics collaborators export reports and graphsClosed

Hi,It’s great to have analytics collaborator option in Freshdesk for senior managers to check in occasionally. However, currently analytics collaborators are not allowed to export reports and graphs. It would’ve been great if it was added as an option. 

0
Skilled Expert
3 years ago
Phoenix
Apprentice
PhoenixApprentice

Enable details of past Proactive OutreachClosed

Would like to see the Proactive Outreach section containing details of past outreaches. File used containing list of users the outreach was sent to Email content (title, content, etc.) When it was sent and by whom in the company Delivery status

0
Phoenix
Apprentice
3 years ago
ComputerGuy7
Contributor
ComputerGuy7Contributor

Alerts UI and Alert Rule ImprovementsClosed

Some improvement Ideas relating to Alerts in Fresh Service:Alert UI: Ability to expand the subject column wider as needed. Hovering for the full subject is useful, but not as good as just expanding the column. Alert UI: the alert filters need to stick. Everything time the page refreshes or the new alert message is selected, the filter is discarded. Filter needs to say until changed. Persist across sessions would be ideal. Alert UI: The ability to see the from and to addresses for alerts that were ingested as emails. This provides extra context for some alerts when the message subject and body are unclear. Alert Rules: The ability to select the same field more than once. Example If message contains “test1” and message contains “Test2”. Right now you can do ALL or ANY conditions, but the power of these conditions is very limited without the ability of selecting the same field more than once. Alert Rules: The ability to set actions based on the from and to fields for alerts that were ingested from emails. This can be very useful when multiple sources and destinations mailboxes are being forwarded to Fresh Service. Bonus features that would be “nice to have”:Create alert rule from an alert like you can do with Outlook or Gmail. Autofill some fields in the rule window. Ability to see recently alerts that a rule would affect when creating an alert rule.

0
ComputerGuy7
Contributor
3 years ago
meta2
Apprentice
meta2Apprentice

Paragraph breaks in the solution editor pleaseClosed

I know there are requests for Markdown support and other significant improvements in the solution editor, and those are significant work and unlikely to happen soon. (Requests for Markdown support have been open for years.)So in the mean time, can we please have visible paragraph breaks between paragraphs? It’s really painful to edit solutions without that.The Froala editor has paragraph breaks by default if you try one of their demos, so maybe you just need to upgrade to the current version? Or maybe it’s just a bug in your CSS?Alternatively, I notice the editor I’m typing in right now has paragraph breaks, maybe you could use this editor for the knowledge base?

0
meta2
Apprentice
3 years ago
Apprentice
PhilippApprentice

Freshservice Customer Portal IntegrationFuture Consideration

We tried to integrate the Freshservice Customer Portal (Requester Portal) into a Microsoft Teams App as we are using frehservice for internal IT-Support.From our point of view we want to make the portal accessible as easy as possible - for us it is the teams integration as we are using Microsoft Teams very heavy.Asked the support for help but at the moment it is not possible to integrate the portal website into own apps because freshservice has turned on a security feature called “x-frame-options - sameorigin”. We realy need an easy way to embed the customer portal into teams to make it accessible as easy as possible.

1
gdackerm
3 years ago
Apprentice
Josh GApprentice

Auto-refresh on tickets viewFuture Consideration

I think it would be extremely helpful and less of a nuisance to allow customers to setup an auto refresh option for every 3 seconds or so within the tickets tab in Fresh Desk. It is a bit of a nuisance to have to select update each time a new reply, ticket, or communication comes in. 

5
3 years ago
Apprentice
clint_20237Apprentice

View assigned consumablesClosed

When fulfilling requests for consumables from stock it would be nice to see these assignments on a user's profile.  For items like mice, trackpads, and chargers our two options currently are to create individual asset records (too labor intensive) or enter them as consumables.  The Consumables fulfillment workflow is great for assigning stock for requests, but there is no good way to see what has been assigned to who.  This creates challenges for off-boarding  

1
KrisC
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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