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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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Contributor
LukeACContributor

Link to Company Page in TicketsClosed

As an MSP, we utilize company pages to store important information/links to documentation, etc.Being able to click through to the company page from the ticket, instead of clicking through to the contact and then the company, or searching for the company, would be highly convenient. This is especially useful for users who are more technically challenged and/or non-intuitive. 

0
Contributor
3 years ago
Chris S.
Skilled Expert
Chris S.Skilled Expert

Out of office - viewClosed

Hello,Our customer has installed the Out-of-Office app.Now, they've seen how it works, they are happy.But, there are 2 things that would be handy…The first tab is called ‘Agent Availability’ This is confusing; because when you log in, you want to see which agents are OOO and not the ones that are available. It would be nice if there could be added 2 columns: 1 with the starting date of your Leave, and 1 with the date the holiday end.Hopefully there are more people who would like this. Gr.Chris

0
Chris S.
Skilled Expert
3 years ago
ibrahimkhaleelullah
Apprentice
ibrahimkhaleelullahApprentice

Exporting Contact NotesClosed

Can you please provide an option to export Notes created in Contacts?

0
ibrahimkhaleelullah
Apprentice
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

Company fields visible to contactsClosed

Company fields need a “Display to customer” option just like contact fields. Contacts should be able to view more fields for their company than just the company name. 

0
Kaley White
Contributor
3 years ago
Apprentice
simon.martinApprentice

Code Formatting in FreshServiceClosed

When adding a note, it would be really handy to be able to format code so it's easily readable and distinguishable from the overall narrative of the note.

1
3 years ago
SofiScheidegger
Apprentice
SofiScheideggerApprentice

Ticket InteractionsClosed

Currently, ticket interactions are only being taken into account when an Agent replied or added a Public Note. Forwards or replies to those forwarded messages are not being taken into account.In my company, we not only attend customer requests. We proactively send many outbound emails to the Clients due to the different processes within the company. For example, to ask a Client for the emission of Purchase Orders.This and the other processes involve an escalation path in case the Client does not answer within term. The escalation path means forwarding the case to the corresponding people to escalate it.For us, that escalation is just as important as the reply made to the customer. So forwards and replies to forwarded messages need to be count as interactions. We have KPIs made based on the tickets and their interactions to see how agents do the different follow - ups to the cases. And, of course, take action.

0
SofiScheidegger
Apprentice
3 years ago
nick.rutten
Apprentice
nick.ruttenApprentice

Configure Servicebot for TeamsClosed

Hi, We need to have a bit more flexibility for the ServiceBot on teams. Now, if we send an approval for a service request, it will automatically show the price for that specific service request. However, most of our items do not have a fixed price.  Also, if we have several license types, we cannot differ through the 'cost’ field in the service request what the actual cost is that is requested.  Most of the approvers see costs 0,00 now in Teams, only in email or ticket they find more information. Its quite confusing for some. 

0
nick.rutten
Apprentice
3 years ago
stevemc
Active Contributor
stevemcActive Contributor

Make FreshDesk Ticket Description field resizableClosed

Its great to have a wysiwyg editor for Freshdesk ticket field.  But the widget is not resizable.  The user should have the option to resize this widget.  Many web forms provide a little grab handle in lower right where you can resize the edit field like this: Even the default size is generally too small.  For example, see the following ticket being entered where an image takes up the entire region.  Its hard for the person entering information to have any context or type about the image they uploaded or even navigate easily.This widget REALLY needs a resize handle so you can make it taller.   Or possibly automatic behavior that grows the size of the widget as more data is entered.

2
Kaley White
Contributor
3 years ago
Apprentice
benrichApprentice

Ability to update AD expiry dates orchestrationClosed

Currently orchestration for Microsoft AD does not have the ability to set expiry dates. The custom attribute field can be used but can not set the date due to this needing a long integer date format.

0
Apprentice
3 years ago
benmsykes
Apprentice
benmsykesApprentice

Making better use of Table View - Column WidthUnder Review

Please can we have a way to either adjust the width of columns to make a better use of the space on screen OR have it smarter where some of the default columns are naturally only the width of the longest item in the box.I like to have as much detail in Table View as possible on screen as I don’t want to scroll to see the different items.Alongside that, can we break up items that are bundled together, for instance “Agent” and “Group”, I very rarely adjust group, and only adjust agent, so I find the Group column needless and due to the width usage, it makes the issue worse.When I turn the Group/Agent off, the row depth shrinks and I can double what I see on screen. In table view I want the maximum number of rows on screen at one time.Before:After: 

7
Leighanne
3 years ago
jerryr
Apprentice
jerryrApprentice

Make the caller widget biggerClosed

Can you please make the phone/ caller widget bigger where all contact info can be seen at one glance?So we do not have to scroll down and look for the info.It would also be great if the caller widget will pop up if a call comes in regardless of which app the user is currently using.  Not the entire Fresh desk page that pops up but just the widget.

0
jerryr
Apprentice
3 years ago
Contributor
kristi.dennisContributor

Proactive Outreach TagsClosed

Can we please, please have the Proactive Outreach feature stop completely overwriting tags when you add them through the outreach tool? Right now, if I send Sally a proactive outreach and use that outreach upload to tag her contact with “Outreach 1” that tag will show up. But then, when I send Sally another outreach and use it to try to add tag “Outreach 2” the system removes “Outreach 1” and I lose that data. Especially since there’s no record of outbound emails, these tags are the only way that we are able to know that the outreach was sent and it’s really irritating to lose that information. 

0
Contributor
3 years ago
Apprentice
SergiyApprentice

To see Votes in the list of ideas in forumClosed

Our users don’t see information about votes for every idea whereas admin can see the number of votes in admin view. It’s better to show votes for the users too - for them to see how popular are their or ideas of other users.

0
Apprentice
3 years ago
Contributor
HoopermanContributor

More than one custom object record in a single ticketClosed

Hi there,custom objects is a nice feature to extent functionality. Unfortunately it is not possible to choose/link more than one record of a custom object in a single ticket. In our use case it would be great to have the option that a customer or agent can choose several records of a custom object (e.g. product numbers) in one ticket.It would be great to have this functionality.Thanks.

5
JCMLI1973
3 years ago
coco2867
Apprentice
coco2867Apprentice

Filtering tickets in API, responder_id is not a 'valid' filter optionClosed

Yeah so i notice as I try to respond to my own ticket (via API), the default filter “new_and_my_open” does not bring me JUST the tickets assigned to me. It ALSO brings in other tickets from other users in the company. This is unacceptable and I encourage freshdesk to make an immediate update to this. 

0
coco2867
Apprentice
3 years ago
RAC1966
Apprentice
RAC1966Apprentice

Projects - View only permission for agents but can update own tasksClosed

There needs to be a permission where agents can view all tasks for a project, but only update (and NOT delete) tasks that have been assigned to them. Currently there is no restriction meaning agents can delete all tasks within the project. There are also no workflows for projects so I can even get notified if someone deleted a task.

0
RAC1966
Apprentice
3 years ago
André Figueiredo Vargas
Apprentice
André Figueiredo VargasApprentice

Generate portal access reports.Closed

I would like to be able to generate reports of contacts who accessed the portal in a certain period, to be able to generate and choose the period for the report. Currently contacts already access by login, but it is not possible to generate this report.

0
André Figueiredo Vargas
Apprentice
3 years ago
Apprentice
Steve RohdeApprentice

Browse solutions by tagClosed

I see that tags can be assigned to an solution page but there seems to be no utility associated with tags.   I looked in Fredshdesk’s own documentation and have only found this meager page:What are tags? How can I add/merge tags?Although the article explains how to set and manage tags, it provide almost no information that explains the purpose of tags, just this vague statement… ...a tag would help to track and segregate them with respect to issues or requests... The functionality that we were hoping for would to provide users with a means of browsing that break free of the rigid Category → Folder → Solution structure. Imagine this scenario:We apply various tags to our solution pages. The Freshdesk portal UI displays these tags to our customers. By clicking on a tag, a customer can see all pages with that tags.

1
spencerketmw
3 years ago
Contributor
nicolaschContributor

Pass objects from onboarding requests to ticketsClosed

Hi all, hope you’re doing well.In my Freshservice instance:Tickets have a custom lookup field Location Employee onboarding requests have a custom lookup field Location When an onboarding request is submitted by HR, one ticket is created for the account creation When the account creation ticket is raised, a workflow is executed to create an Active Directory account, move it to a specific organization unit (based on location) and add it to groups (based on location again)Actually, from a ticket, I can only get onboarding request values (e.g. Location) as text in placeholders only which forces me to deal with API calls. It would be nice to be able to pass values from onboarding requests to tickets as object or be able to get these values as object from a workflow.Example: be able to update the ticket location field with the onboarding request location field.Would that be possible?  I’m using this community for the very first time, following advice from tech support. Hope this is the right place and way to proceed.

0
Contributor
3 years ago
Contributor
FabriceVContributor

Better Use of Space for Ticket Forms to Reduce ScrollingClosed

Hi all.I’d like to propose an update to how fields can be positioned for logging an incident to include the option for horizontal placement.  This could help reduce the length of the form by almost half, meaning less scrolling and putting more information on one screen. Kind regards.Fabrice Voyer

1
3 years ago
shaheen25
Apprentice
shaheen25Apprentice

Better sorting for ticket trackersClosed

If the system is unable to not show ticket trackers that are closed, it would be nice if there were sorting options.  I’d like to be able to have the most recent one modified on top.

0
shaheen25
Apprentice
3 years ago
gvmtechnologies
gvmtechnologies

Custom Software Application Development in USClosed

There are several companies in the US that specialize in custom software application development, providing tailored solutions to meet specific business needs. These companies offer expertise in various technologies, agile development methodologies, and have a track record of delivering high-quality software solutions for clients across industries. 

0
gvmtechnologies
3 years ago
Apprentice
jeyko.picadoApprentice

threads FailClosed

We used to have the "Attach to response" function on forward mails, now we don't the window to write is just too small and uncomfortable canned answers also doesn't work with threads and if you deactivate it everything will get erased, so, we are obligated to use it. I don't see the improve in my business

0
Apprentice
3 years ago
the_freshest
Apprentice
the_freshestApprentice

Reference Items by UIDClosed

ability to tie ticket categories, business locations/sites, Company's, etc. to an internal UID? This way, if something gets renamed, like a ticket category, or business facility, all historical tickets, and active tickets or automation flows wouldn't break as they would be referencing the UID, and not the displayed value itself

0
the_freshest
Apprentice
3 years ago
the_freshest
Apprentice
the_freshestApprentice

Enhanced Ticket Search CapabilitiesClosed

Ideally, when searching for a ticket category either as an agent, or as a user submitting tickets you could search at any level. Currently I believe only the first level of category is returned. example:software  adobe    install    upgrade  autodesk with the proposed change, you would be able to search for “autodesk”, and the result would show up. Should you click “autodesk”, the software category would automatically be filled out.

0
the_freshest
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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