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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
Apprentice
Tomes_fikeApprentice

Idea about website designClosed

Hi anyone, If you wants to creates any type of website and you have no knowledge about this. Please contact us we will help you.

0
Apprentice
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

Images for contacts and companiesClosed

I would like to upload images for a contact or company. This is not their profile image. For example, screenshots of their config files for our product. For that matter, it’d be nice to include images in a ticket.

2
3 years ago
m.dinnocenzo
Apprentice
m.dinnocenzoApprentice

Business hours that span past midnight for second or third shift workersClosed

Customer needs to create business hours that start at 8pm on day 1 and continue to 2 am on day 2.  The current model of business hours only allows for one selection of hours with in a single day of the week.  There is not an option to span multiple days to account for the transition past midnight for a shift (business hours set).   

1
3 years ago
MaxBarton
Contributor
MaxBartonContributor

Shared Dashboards & FiltersClosed

Currently agents (non-admin) cannot create a dashboard or filter and share with a group or other agents. I would like to see this so teams can all have the same dashboard

0
MaxBarton
Contributor
3 years ago
Apprentice
Nick C.Apprentice

Ability to lock Service Requests so others cannot edit while you are editing.Closed

We need the ability to lock a service request, so that while a user has the ticket open and they are working on it, another user is notified that the ticket is currently being edited. The “Viewing” icon at the top left is often overlooked. 

0
Apprentice
3 years ago
Daniel Söderlund
Top Contributor ⭐
Daniel SöderlundTop Contributor ⭐

More nodes in Task automationsDelivered

Hi, In the task workflow automation I would like to have the same nodes as in tickets. They should be in all modules in mu option. At least the Read, Web request and Parser node  

3
alyssia.correa
3 years ago
Apprentice
sean.swiftApprentice

Ability to send survey with an *outbound* ticket/e-mailClosed

It would be incredibly helpful for our use case if we could send customer satisfaction surveys (and canned forms, since we're on the topic) from an *outbound* e-mail or ticket. We use FD so that we can start getting metrics on our response times and number of e-mails and so on, but we're not a retail shop...we contact our clients and users proactively on many occasions, and in many cases we're in frequent contact with both. Thus, sending a survey with every response would get really old for them, really fast.I get that for many users, the workflow is "I didn't get my t-shirt, where is it?", followed by one response, and then a closed out ticket...but my guess is that as many companies get away from Outlook, you're going to have more use cases like ours. 

2
3 years ago
_Jordan
Apprentice
_JordanApprentice

Enter VS Shirt+Enter in Canned Responses (Paragraphs not formatting correctly)Closed

Hi,There appears to be a visual bug with paragraph breaks in Canned Responses with Freshdesk.When creating a Canned Response if you do your line breaks with “Enter”, as opposed to Shift+Enter, in the editing field this just looks like a line break so if you want a full paragraph break you tend to do “Enter” x2 and visually this looks correct in the editor.However when you preview and send the Canned Response it will do a double paragraph break, creating a larger than normal gap.Without knowing this people can be confused as to what the issue is, it may look like an automatic formatting issue etc. To my understanding, from what I’ve been told from agents who have been trying to research the issue there have been other users have been unable to understand or solve this issue for a while.Can the Canned Response editor please be updated to reflect how “Enter” will respond in the end.

1
carsonreeds12
3 years ago
Aazir
Active Contributor
AazirActive Contributor

CSAT Survey PlaceholdersClosed

We want to push the survey comments into slack. However, there is no placeholder for the rating nor the comment. It would be great if these two placeholders were made available so that I can push this to slack and other services where we would like to share the CSAT. At the moment I am using 3 automation rules to push the survey rating into Slack, but the survey comment cannot be pushed. 

2
Aazir
Active Contributor
3 years ago
Apprentice
SmartPApprentice

Send Survey links by other mediumClosed

We currently use FS’ built CSAT facility. Our return rate is less that 8%, ideally I would want 20%. One option I was hoping to use was send the communication via Slack as well as via email. BUT the placeholder for the Survey is not listed under workflow. Please make sending links via alternative methods an option

0
Apprentice
3 years ago
Apprentice
gsinglaApprentice

Option to Edit Replies on Freshdesk Tickets by Agents/ContactsClosed

Hi Team, We are an MSP, providing fully managed services to a number of clients. We have recently migrated from Jira to Freshdesk. We have noted that the agents or the customer contacts do not have ability to edit the replies sent by them on the tickets. We would like to submit a feature enhancement to enable Agents and Customer contacts to edit the Replies made on the tickets.

0
Apprentice
3 years ago
Apprentice
nathanApprentice

Set Default Text ColorClosed

The default text color in replies is dark gray, whereas the default text color for canned responses is black.  This creates an unnecessary need to format every ticket in which a canned response is used in order to create a unified reply.

4
Sandra2000
3 years ago
afautley
Top Contributor ⭐
afautleyTop Contributor ⭐

Download attachments via Workflow APIClosed

Especially with workspaces coming into place with more of the business units using the tool. having the ability to download an attachment via a workflow so that you can then use app’s or powershell to upload the attachment to a place for non-agents to see and organise in the view then need to would be very handy to do. it currently is a requirement of our finance team to upload a business case to the service item form, and i’m tryring to automate the download of the attachment. 

1
zachary.king
3 years ago
bilel hamadi
Contributor
bilel hamadiContributor

Change a public note in ticket to privateClosed

Hi, Support should be able to switch a public note to private and vice-versa. Thanks, Bilel

1
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

Suggest cc'sClosed

When I add a recipient, cc, or bcc, it’d be cool if Freshdesk could suggest others based on my previous tickets.

0
Kaley White
Contributor
3 years ago
Apprentice
weshighApprentice

Automated EOL datesClosed

Allow end of life date to be set by pre-determined amount of time, like 36 months from acquisition date. Or allow acquisition date to be viewed in ISO format so EOL date can be set via workflow automation based on acquisition date. 

0
Apprentice
3 years ago
Contributor
pmesritzContributor

Wildcard SearchingClosed

For those that haven't figured this out yet, Freshdesk doesn't have an extremely standard function -- wildcard searching.You can't use *, %, etc to even start looking for anything so unless you know the exact information that you're looking for, too bad! This was raised to their support team, but they said the product team indicated it wasn't important enough to pick up at this time.I'm posting for any person who feels that it should be possible to search by domain name against email addresses on customers strings where you know the content, but not the entire thing (ex *java* instead of StringHandler.Java.Exception) companies where you remember a part of the name, but not the whole thing people who you know part of their name for, but can't remember all of it subject lines email contents Etcetc I've used a dozen+ systems (Zendesk, salesforce, servicedesk, servicenow, Zoho, ePiphany, fogbugz etcetc) ... all of them have this basic functionality.Anyway, this is my request that people upvote :)

11
Karla
3 years ago
dezarno
Contributor
dezarnoContributor

Options to Avoid Project Management Notification SpamClosed

Right now, individual emails are sent every time a project item is updated in any way. With projects that have cascading dates enabled and many predecessor/successor relationships, one schedule change can lead to several downstream changes which all in turn send out emails.I would suggest the option of having certain email notification types (like changes in scheduling, assignment, etc.) to be sent as a daily/weekly digest. That way, as a project contributor/manager, instead of receiving many emails as a project is being updated, you would get a summary of the changes made that day.For scheduling changes, it may make more sense to send out a summary of daily changes that have the latest change. This means if a project is going through a re-baselining and dates/times are being changed frequently during a single day, the person those tasks are assigned to would get a summary with the latest date that was set.Additionally, I would suggest there be some way to quickly disable all/specific notifications or notification types for individual projects.

1
farewr34
3 years ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Allow ticket workflows to assign tasksClosed

We have workflows that add lists of tasks on specific tickets.  We would like the ability, via a workflow, to have those tasks assign to the agent that picks up the ticket.  Currently there only option in Ticket workflows for task assignment is by statically selecting a specific agent.

7
3 years ago
Skilled Expert
bruce.imberSkilled Expert

Solutions Draft notificationClosed

Solution articles are sent to kbase@companyname.freshservice.com where they are placed in the Draft folder.There is no notification sent to any Agent with a Role of Knowledge Base Manager when an article has been added to the Draft folder.The Knowledge Base Managers need to manually check the Draft folder to see if an article has been placed there.Is there a way to have an email sent to the Knowledge Base Managers when an article has been placed in the Draft folder?Thanks,Bruce

0
Skilled Expert
3 years ago
a.kislicyn
Contributor
a.kislicynContributor

Ability to select ANY for automatic company rulesClosed

It would be very convenient if in the rules for creating tickets I could choose in Company > Company Name > ANYNow there is only IS and IS NOT    

0
a.kislicyn
Contributor
3 years ago
Apprentice
denzil.edmondsonApprentice

HTML Links in Forms Design (Specifically Service Catalogue)Closed

We would like to be able to link Business Policy Documents to Service Catalog requests. A simple solution would appear to be the ability to add a little HTML to a SC Request Form to support this.  Specifically we are looking to have a mandatory checkbox with the text "I have read the Company Policy document" and next to it (or within the text piece) and <a href=... /> link to an internal policy document. I'm sure the ability to include html snippets could be used for all sorts of purposes.

2
henry1990
3 years ago
Contributor
kevinl-stcuContributor

Ticket SLA Metrics - Ticket ViewClosed

With most of the other widgets for the FreshService dashboard, you can click on a portion of a pie chart or other chart, and it will take you to a view of those other tickets. The ticket SLA metrics widget doesn’t not include this functionality. It would be nice to use this to be able to easily view the tickets out of SLA for review.

0
Contributor
3 years ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Show VIP user from Companies PageClosed

It would be really useful when looking at a Company (in MSP Mode) if we could see who the VIP user(s) are at a glance. Right now, we just see a list of users like this:If the VIP user were to have the little crown icon like he/she does everywhere else, it would quickly help us identify who in the organization is the designated VIP with just a quick glance 

0
mbutler
Top Contributor ⭐
3 years ago
Apprentice
zhallApprentice

Ability to create child ticket for another workspace in FreshserviceFuture Consideration

I need the ability to creat a child ticket for another workspace than the one the orginal ticket is in.

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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