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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
paulroberts89
Top Contributor ⭐
paulroberts89Top Contributor ⭐

Deeper Search IntegrationClosed

Currently search is only able to search against the title and short description of a catalogue item meaning that all the meat of the description is missed. This should be crawled so it can help return more accurate results to users and reduces the reliance on convoluted product titles and descriptions. 

0
paulroberts89
Top Contributor ⭐
3 years ago
dbaras
Active Contributor
dbarasActive Contributor

Filtering scenario automationsClosed

When the amount of scenarios is big like we have, it’s difficult to search among them as they are ordered by name.It would be nice to be able to search the list of scenario automations by name / tags or filter them by availability to a specific shared group   

0
dbaras
Active Contributor
3 years ago
Contributor
nicolaschContributor

Email tag to ticketsClosed

Hi community, Google and Microsoft both support email tags (use of plus sign in mail address).It would be nice to be able to use the tag to associate an email to a ticket.Example / use caseA user submits a requests for an iPhone case > ticket SR-72 is created I place an order with Amazon and add the address servicedesk+72@mycompany.com for notifications The ticket is automatically updated with Amazon notifications When the user wants to know about the status for his requests, he’ll have the very last updates in the ticket without digging into emails. Google - Using email tagsMicrosoft - Plus adressing in Echange Online

7
Daniel Söderlund
Top Contributor ⭐
3 years ago
wishesbeast

Research ModulesClosed

How do we work :With a duration of just 2 to 3 weeks, our premium module offers a comprehensive course that covers multiple videos and an online exam to ensure that you have a solid understanding of the subject matter. Upon completion, you will receive a certificate that can be used as proof of your newfound knowledge.But that is not all! If you choose to enroll in our Premium research module, you will receive the course at no additional cost. That is right, no $300 fee!During the module, you’ll participate in two to four zoom sessions, and our flexible scheduling ensures that you won’t have to worry about missing out on other commitments. You’ll also have access to a WhatsApp group, where our expert mentors will provide one-on-one guidance as you work on tasks related to manuscript writing.Our team-based approach ensures that you’ll have the support you need to succeed.Once you’ve completed the module, you’ll be well on your way to publishing your research. We’ll handle the editing and publication process, leaving you free to focus on your next big project.The paper gets completed within 2 to 3 weeks and the publishing then takes around 8 to 12 weeks.

0
3 years ago
paulroberts89
Top Contributor ⭐
paulroberts89Top Contributor ⭐

Set Cost to Zero for Service ItemsClosed

Currently prices for items can only be 0.01 or higher. Where an item is free to a user it would be useful to be able to show that rather than it needing to be inferred through omission which may be confusing. Add a “zero/free” option

0
paulroberts89
Top Contributor ⭐
3 years ago
AndreasB
Apprentice
AndreasBApprentice

Freshdesk Out of office - option for teamleads to set OOO for agentsFuture Consideration

Good day everyone,we struggle since months with that and already have a ticket raised twice (one is a feature request now). Now I would like to find out if we’re alone with that problem:We’re using the out of office function to trigger workflows if agents are not available. When we’re facing unplanned absence (sickness, forgot to set their outofoffice) from one of our agents, we’re not able to set a out of office on behalve of them. If tickets of an absened agent receives an update the team does not receive any info about that and a customer will be left high and dry! #noGoThe app Freshdesk Out Of Office Integration | Freshworks Marketplace covers that function but it does work with workflow automations! :-(   So we need urgently an option in the standard function, that our teamleads can set the out of office on behalve of agents in their group!  Is anyone also missing this option? Looking forward to your upvotes! :-)  CheersAndreas

4
3 years ago
paulroberts89
Top Contributor ⭐
paulroberts89Top Contributor ⭐

PUT Request for Service Catalog ItemsClosed

Enable PUT requests for Service Catalog items (e.g. dynamically update pricing of an item based on supplier price changes being flagged upstream, SLAs for out of stock items increasing etc). 

0
paulroberts89
Top Contributor ⭐
3 years ago
AlexD
Apprentice
AlexDApprentice

Order FROM mail list for multiple mailboxesClosed

Hello,In case there are multiple E-mail mailboxes defined, the agent can choose the correct one in the FROM dropdown, when replying to a ticket.That list is not ordered by name, but by order of date added (I guess). It would be best to have it order by name, so we can search easier and faster. Thanks,Alex

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

Tag Service Item with Multiple CategoriesClosed

Currently a Service Item can only be assigned to one Category in the Service Catalog. Some items often blur the line between categories (for example, are Apple Earpods a headset or iPhone Accessory?). In order to improve user discovery of catalog items it would be useful for items to be taggable with multiple categories (converting the dropdown to a checkbox list)

0
paulroberts89
Top Contributor ⭐
3 years ago
david.belisle at karcher.com
Apprentice
david.belisle at karcher.comApprentice

Behavior for numeric property is different than behavior for text propertyClosed

When pressing enter in a text property, the value is entered to the property.When pressing enter in a numeric property, the value disappears and is not entered to the property.This is easily observed by typing data in Tags property and pressing enter; the value is added to the ticket as a Tag.Create any numeric field to accept data, type a number in the property and press enter; the value is not added to the ticket, but disappears.

0
david.belisle at karcher.com
Apprentice
3 years ago
Apprentice
csummersApprentice

"Group By" functionalityClosed

I am a previous user of Service Now and one of the features I liked was being able to group items in a list by a field. This was useful for viewing lists of upcoming changes as well as lists of open tickets, etc. and being able to group by queue and expand/collapse sections.

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

Placeholder inside the JSON Parser nodeFuture Consideration

Hi, When using JSON path expressions filter inside the JSON parser node it would great if you could use placeholders so in you can dynamically get data you want. For example: With JIRA Orch app you can get information about a issue including comments. You don’t want all comments to get added to FS, you rather get the new ones. If you could make something like this $.comment.comments[{{ticket.field.placeholder_last_seen_number_of_comments}}:].bodyIt would always give you all new comments added to the issue.  

1
Suki
3 years ago
liamsawyer
Apprentice
liamsawyerApprentice

Service Catalog: Quantity exhausted -> Hide Catalog itemClosed

In the service catalog, for certain items such as keyboards or mice, have a quantity that is set by admin so when X amount of users request the item, once it runs out the item will be hidden until it is restocked. 

0
liamsawyer
Apprentice
3 years ago
Apprentice
lrogersApprentice

Freshdesk Profile Pictures on Leaderboard and Portal!Closed

Our agents have profile pictures, however the profile pictures do not show on the Leaderboard. Instead, they have coloured squares. It’d be great to have the profile pictures on the Leaderboard, and accessible on the Portal for customers to view.

0
Apprentice
3 years ago
Contributor
jens.hartmannContributor

Professional KnowledgebaseClosed

We are using the Knowledgebase heavily and it is really painful regarding the editor/formatting. We also want to publish more comprehensive documents and this is currently not really good to accomplish with the actual knowledgebase. It would be great to get a better editor, Word import, Markdown editor….Would be great to get feature like a professional KB:Create a Stunning Knowledge base with Document360

5
3 years ago
AaronParker
Skilled Expert
AaronParkerSkilled Expert

Collaborators in Analytics ReportingClosed

I often as an Analyst, find myself needing to send reports through FreshDesk Analytics and whilst it’s great that I can arrange a schedule for a PDF and CSV of the raw data to go to any email address I would like. I often wish I could open up the report itself to a collaborator, similar to what we can do with tickets now when we need support from a third party who does not need a full FreshDesk license. I think this feature would be really useful to people who would benefit from being able to see the report natively in Freshdesk where they can hover over to get exact numbers and trend lines for each particular field. As this is much more visual and easier to digest however I find most of my audience do not need a full licence for example senior management.Hope this is an idea others can get behind!Thanks.

1
3 years ago
Skilled Expert
athomasSkilled Expert

Knowledge Base Articles DownloadClosed

I want to download this view. I want to track the views, helpful, not helpful, and suggested.

4
Skilled Expert
3 years ago
squibobblepants
Apprentice
squibobblepantsApprentice

Allow Wildcards / Regular Expressions in URLs for Suggested ArticlesClosed

When creating a widget, you can set up rules whereby matching URLs get specific articles shown to the user: https://support.freshdesk.com/en/support/solutions/articles/50000001663-showing-specific-solution-articles-based-on-pages-on-your-website-to-provide-contextual-helpThis is great, but it has a limitation. You can specify partial urls, as mentioned in the article, which is good. HOWEVER, if your URLs have dynamic information in the wrong place, there’s no way to match them. For example, let’s suppose that my url structure is as follows:www.example.org/books/<BOOK_ID>/synopsiswww.example.org/books/<BOOK_ID>/reviewswww.example.org/authors/<AUTHOR_ID>/bookswww.example.org/authors/<AUTHOR_ID>/reviewsIf I wanted to use my widget to suggest different articles for each of these URL patterns, I cannot. Creating a rule that looks like this… does not work. It would be REALLY great if it could be made possible to achieve this either with a “*” wildcard, or better, with a regular expression match in the url like /books/(%d+)/synopsis or something, anything like that really! It would make the specified suggested articles feature so much more powerful Thanks!

0
squibobblepants
Apprentice
3 years ago
Apprentice
NPentimoneApprentice

Suggestion - Would like a way to "Snooze" tickets for a certain amount of time/days.Future Consideration

Sometimes there are instances where we get tickets that we cannot act on until a certain date or after a certain amount of time.  I would like to be able to “Snooze” a ticket for a certain amount of time or be able to select a date on a calendar for the ticket to “wake up”This would be different than just changing the status to “Pending” or “awaiting response” since after the set time, the ticket will revert to “Open” status and be visible again in the agent’s list.  This will help to hide the tickets from the list only temporarily so that the agent can focus on the tickets that they are currently able to work on. Sleep a ticket for a specified time | Freshworks CommunityThis is the closest thing i could find to my solution, but would require a separate ticket status for each amount of time that you want to snooze (1 day, 2 days, a week, etc) In my testing, i was also able to add a command to email notify the assigned agent to let them know that their ticket is done snoozing and to check their open tickets.

4
Daniel Söderlund
Top Contributor ⭐
3 years ago
Apprentice
Tone BiankaApprentice

Prevent automatic replies from FD and other ticketing systems to create new tickets and going in a loopClosed

Hi,When we set up an automatic reply to an incoming e-mail, and the receivers contact also use a ticketing system with an auto-reply, Freshdesk creates a new ticket for each auto reply, and so it goes on and on in a loop if you dont manually exclude the email domain in the rule. To use a ticketing system is not unique or distinctive anymore, and it would be nice to stop it before the loop starts between the different ticketing systems.We have already added a rule to prevent these we know about and we are so far skipping 30+ e-mail domain, but we see the use of ticketing systems are increasing and there should be some feature that stops the system to create a new ticket when the e-mails comes from another ticketing system.   

1
julia.a
3 years ago
Apprentice
Harro BoschApprentice

Make it possible to automate ticket opening on responses of collaboratorsClosed

Hi,We are using Freshdesk for a short period now and we noticed a very annoying imperfection.It is not possible to trigger automations on actions of collaborators in freshdesk.This means that if a collaborator adds a note (reply on the mail) on a closed ticket the ticket cannot be opened by an automation.We have had several occurrences where a collaborator responded with additional information on a ticket. They got the answer of the agent FYI but decided to reply with additional information. Since the ticket was not changed from closed to another state this information never reached the agent.For sure the collaborator can go the site and post and open the ticket, but in practice this does not happen.A ticket system is used to prevent faults and to make sure that answers are given. Due to this behaviour some of our customers missed additional important information.It is my strong opinion that this behaviour is not as it should be in a ticketing system. Therefore, this suggestion for improvement. To make Freshdesk even better.RegardsHarro

2
julia.a
3 years ago
julian_jb
Apprentice
julian_jbApprentice

Freshdesk Knowledge Base: Ideas to make it more usable as an internal Knowledge BaseClosed

Dear Freshdesk Team, The Freshdesk Solutions tab already offers some functionality to also use it as an internal Knowledge base.We did this by creating a separate portal (One portal for the FAQ and a separate portal for internal use). However, it is still missing some basic functionality, so I would like to share some ideas and feature requests that would make it fully useful for this case: The default agent role should not have the access to create and edit knowledge base articles. As you can not change the restrictions for the default agent role, we have to create a completely new agent role to restrict the access. In general, it does not make much sense that the agent role includes access to edit the Solutions articles and that this can not be restricted.   It should be possible to restrict the access to a specific portal. E.g. there is a portal that is synced with the FAQ page, that should be only accessible by the Marketing team/role. The agents should only be able to access and view the second portal that is build for the internal knowledge base.   Agents should be able to save internal knowledge base articles as favorites, give feedback or comments, mark them as helpful, etc.   Agents should not be able to use internal knowledge base articles in Tickets I hope this ideas are helpful and Freshdesk offers full functionality for an internal knowledge base in the future! :)Best regards

0
julian_jb
Apprentice
3 years ago
Skilled Expert
maghedSkilled Expert

Individual email notification settingsFuture Consideration

One of the most annoying things with FreshService for our Agents is that it’s not possible to turn email notifications on/off for the individual agents.The impact for us is that agents create rules in the email client to sort away emails not wanted with varying results. Turning it off for all agents is not an option as many “seldom users” rely on email notifications.I do not wish to go the WFA route as many has proposed that I do because this will also add much maintenance for us over time.This must be a rather simple feature to add to the system as I know other ITSM systems allows for this type of individual settings.

4
Joakim
3 years ago
Apprentice
LoonisApprentice

How do you ensure that your knowledge base is always up to date?Closed

Hello,Unfortunately in FreshDesk knowledge base there is no such field like “Last Review” and in the article list the last publish date is also not displayed. So I wonder what is YOUR strategy to ensure that your knowledge base is always up to date and articles been reviewed on a regular basis?

1
nietomartha
3 years ago
Apprentice
ValentinMApprentice

Batch translate articlesClosed

Hello, It would be nice to be able to batch translate article from the knowledge base. I have 60 articles in French, that I need translated in 9 languages. Considering there are two fields (title, description), per article, that’s about 1000 copy pastes to retreive the content and send it to a translation agency. Once I have the translation, it’s another 1000 copy pastes.  I would be curious to know how other clients deal with this? Do you do it by hand? Unfortunalely we don’t have the ressources for that.  It would be much easier to be able to export then import files, ideally in an xliff file for example : https://en.wikipedia.org/wiki/XLIFFOr a PO file.  You could even montenize this by integrating directly the translation workflow with some providers API (automatic with deepl, or with humans like with Gengo). 

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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