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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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Anna_LITE
Apprentice
Anna_LITEApprentice

Status managementClosed

For small businesses, it is very important that by clicking on a selected status, the agent does not have to perform additional actions, such as by clicking on the icon that triggers chat service readiness.In the option to create a new status, the admin should give the option to decide whether the status requires additional actions from the agent or not.For example, I want to create an available status in which I want to make each channel to be active. I assume myself what numbers of individual interactions can fall into the agent for a given status, eg. 1 call, 2 chats, 3 tickets etc.

0
Anna_LITE
Apprentice
3 years ago
Contributor
LisaLaContributor

Tasks Show Due Date on New Task FormClosed

Instead of Tasks automatically setting the due date to 1 day from creation of ticket.  Why not show the Task Due Date on the Form when the user is creating it?  Because it is not available on a new form, the task has to be created, and then it has to be re-opened and edited in order to change/set the proper due date. Please make the Due Date visible on New Task creation. 

0
Contributor
3 years ago
Contributor
LisaLaContributor

Preview Email Notification TemplatesClosed

 Need a preview button for email notification templates, similar to Preview Survey functionality (that sends an email to preview) or could be a pop up.  We need to be able to check the formatting of an email as line spacing seems to be a bit of an issue when it comes to notification templates. 

0
Contributor
3 years ago
Apprentice
kelly.woolseyApprentice

Preview Email NotificationClosed

When modifying email notifications it would be awesome to have a preview button to see how the email would appear rather than having to test it manually. Maybe I missed something and there is an easier way to preview these changes. :-)

1
Contributor
3 years ago
Contributor
cmoyerContributor

Prevent Auto-Responder WarsClosed

We recently sent out emails to a client of ours who had an auto-responder set up. Each time the auto-responder replied back to us, FreshDesk would automatically make a new ticket (even though the subjects were always the same). When that happened, FreshDesk would reply back to them with an automatic response, which would once again make their auto-responder reply back.There are a few email headers which should be able to be used for this: http://stackoverflow.com/questions/154718/precedence-header-in-email as well as automatic detection of things in the subject line such as "Auto Response".

53
julia.a
3 years ago
bennosgiosis
Apprentice
bennosgiosisApprentice

Canned Response FilterClosed

The current method of locating canned responses relies on an exact match with the response's title.Introducing an advanced filtering feature would be a significant enhancement. This feature would allow agents to search not only by the text contained within the canned responses, but also by pre-assigned tags or 'types.'

1
julia.a
3 years ago
Top Contributor ⭐
shannon.mejiaTop Contributor ⭐

Round Robin Task AssignmentClosed

It would be nice if the round robin assignment method works with tasks. Right now you have to specifically assign a task to an agent. 

0
Top Contributor ⭐
3 years ago
paulroberts89
Top Contributor ⭐
paulroberts89Top Contributor ⭐

Icon for Custom Cards Can't be Top or Right AlignedClosed

For the default card options on the Customer Portal the icon can either be left, top or right aligned. However when creating your own cards to add to that view, the icon can only be left aligned. In practice this forces the choice of left align for the standard cards to ensure a consistent UX. The options for the custom cards should reflect the standard cards. 

0
paulroberts89
Top Contributor ⭐
3 years ago
Apprentice
CMalmgren

Regular expressions for automationsClosed

When making automation rules, I would like to be able to use pattern matching (regex) for selecting if automation should be run.For example a useful rule would be: if description or notes contains text that matches my pattern, set a tag. For example, if case contains sensitive information following a certain format such as ssn, add tag to case.  

0
Apprentice
3 years ago
Tribunya
Apprentice
TribunyaApprentice

widgetClosed

Add an option to open a new article in the widget when a user clicks on a link. or force articles to open inside the widget without redirecting the user to the site. briefcase:Open an article from a knowledge base in a widget. read it and find a word that has a link embedded in it to another article from the same knowledge base.expected behavior:when you click inside the widget on the link-article - the article in the same widget will open.actual behavior:when you click inside the widget on the link-article - the article will open in a new browser tab.thus the user loses focus of attention and takes him away from the current site.please consider adding it by default or through the option to choose where to open the link.Translated with DeepL

0
Tribunya
Apprentice
3 years ago
Apprentice
LoonisApprentice

Solutions: How to keep articles up-to-dateClosed

Currently there’s no possibility to sort all articles by last-edited descending. That also means, that there’s currently no chance for our agents to keep the solution articles up-to-date.I couldn’t find any way for keeping accurateness of all articles, except than walking through each and every article in detail - which takes way too much time.A simple searchable and sortable timestamp field “last reviewed” or “last edited” in the article list would do the trick for a scheduled article reviews on a regular basis.

2
EthinixSalon
3 years ago
Bryan Mullin
Apprentice
Bryan MullinApprentice

Open the reply email To: field for editing (change recipient and add multiple recipients)Closed

Please open the email reply To: field for editing. It can be really helpful to change the recipient or add multiple recipients. Thanks for considering!

3
Bryan Mullin
Apprentice
3 years ago
Apprentice
MargitApprentice

service items should be available during editingClosed

If an agent edits and saves a service item in the service catalog as draft, it disappears on the Requester Portal!Please change this behavior like it is for the Workflow Automators:→ there is always the last version published still available for the requesters→ if you click on publish the “old” published version will be replaced by the newest versionservice itemWorkflow current version and draft 

2
3 years ago
Apprentice
scottalvaradoApprentice

Reorganize UI of a ticketClosed

 I would like to have a way to reorganize the UI highlighted in red. 

0
Apprentice
3 years ago
Apprentice
tramosApprentice

Pre-select contacts based on companyClosed

When we’re sending a new email to a company, we always need to separately go through the contacts tab first and find which contacts are associated with said company before sending the email, this is a error prone activity as we keep on expanding and several companies start to have contacts with similar / equal names, which makes it easier for a mistake to happen and send an email to the wrong contact/company.  Our idea would be for us to be able to send emails to a company instead of individual contacts, the contacts associated with the company would be defined by ourselves in the respective company page within the companies tab. Currently we would do this:From - us@us.comTo - contact1@company1.com, contact2@company1.com, contact3@company1.com  Our suggestion would be this:From - us@us.comTo - Company1 (selecting the company will automatically fill in the contacts)

8
3 years ago
mfedele
Skilled Expert
mfedeleSkilled Expert

Code Snippet in a Private NoteClosed

Hi Freshservice Community, It could be great to add the feature “Code Snippet” in a Private / Public Note in Freshservice as many of our agents are developpers ! Thanks for your vote !Mathieu

1
mbutler
3 years ago
sbatsandfly
Apprentice
sbatsandflyApprentice

Add additional, common formats to "insert code" / "code snippet", Select Language option in Solutions editorClosed

The language options for the "insert code" / "code snippet" in the FreshDesk Solutions editor toolbar is useful, however it lacks a couple common options:JSON  (XML is already there) Shell  (alternately more specific shells, e.g. Bash, CSH, PowerShell, etc.)I see that I can hand edit the HTML to make a new name visually appear in the upper right corner, however the variable / syntax formatting is lacking. Therefore, I would like to see if these language options, along with appropriate formatting, could be added as a Feature Request. Thanks

3
mbutler
3 years ago
Apprentice
Radek PasiokApprentice

Inline code snippetsClosed

We would love to see an option in the ticket description editor for an inline code snippets.I can see it here in the community portal editor So, I can put some code (def function(x)) here, for example.But nothing like this in our helpdesk editor: It would be great if you enable that. Otherwise, we need to use italics and bolds which is not elegant and could be also misleading.Kind regards, Radek Pasiok

2
mbutler
3 years ago
Skilled Expert
Helga DeriaSkilled Expert

Omnichannel reports lack bot dataClosed

Hi thereCurrently Omnichannel reports  in Freshdesk include data from caller and chat, but there is no way to fetch analytics data for bots in Freshdesk Omni. Could it be possible to add this type of data to Omnichannel analytics? 

0
Skilled Expert
3 years ago
spencerperkins
Apprentice
spencerperkinsApprentice

Please add a required field feature to canned formsClosed

Hey Team,I think this would be a very easy update, and really help us out. For the canned forms, please update where you can require fields like order number, or pick-up locations. Lots of guest are not filing out the form.

0
spencerperkins
Apprentice
3 years ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

combine Project and Ticket timesheetsClosed

Reviving this request which was archived at some point.  We would love to be able to report agent’s time for all aspects of Freshservice from a single Analytics report.   

3
3 years ago
bennosgiosis
Apprentice
bennosgiosisApprentice

Search included in filteringClosed

When using the standard filter page it would be good if we could also have the option to include search terms, perhaps the same options available in the search preferencesThis would allow tickets to be custom filtered based on subject or description text and allow bulk actions to completed on these filtered tickets.(screenshots of sections below) Bulk Actions Search preference section Filter Section  ter page

0
bennosgiosis
Apprentice
3 years ago
Contributor
LisaLaContributor

Clone a WorkspaceClosed

It would be great to be able to build a workspace in Draft - with standard business rules, workflows, forms, etc… and then create clones of it as starting point for all new workspaces.  

0
Contributor
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

Copy secondary ticket fields to primary ticket on mergeClosed

When I merge tickets, I would like the second ticket’s tags to be added to the first ticket’s tags.

0
Kaley White
Contributor
3 years ago
paulroberts89
Top Contributor ⭐
paulroberts89Top Contributor ⭐

Alternate views for Catalog ItemsClosed

Option to change the display view of Service Catalog items from the grid style format to a list view along with an option to hide the “All Items” view from the left hand filter bar. 

0
paulroberts89
Top Contributor ⭐
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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