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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
zachary.king
Top Contributor ⭐
zachary.kingTop Contributor ⭐

Delete Freshdesk Messaging chatbotsFuture Consideration

Currently we have no way of deleting Custom Chatbots from Freshdesk Messaging (Freshchat). This is basic functionality that should be enabled as a counterweight to creation.We make mistakes and should be able to remove those mistakes. 😕  Right now all we can do is remove all the components of the chatbot and save it, then set it as disabled. Missing that step of allowing us to remove it from the platform completely.

5
chris.przybylski
3 years ago
acolitax
Apprentice
acolitaxApprentice

Reports requires multiple clicksClosed

When a campaign is sent to a large audience the ability to download the report requires multiple clicks. We think this should be improved, the downloaded report should contain all the records of the campaign without the need to do multiple clicks.

0
acolitax
Apprentice
3 years ago
selena1234
Apprentice
selena1234Apprentice

not found error barcodex-ocx/Closed

Hello everyone,Since a few days I am getting a error message stating not found error barcodex-ocx/ while opening an application, I did the download of example online but can someone help me how to register it,Thanks in advance,Selena Root 

0
selena1234
Apprentice
3 years ago
Apprentice
huguesApprentice

Filter tickets by yearClosed

Hello Freshservice team, Within Freshservice, it is possible to filter tickets based on their creation date. You can filter tickets created "this week" or "this month." Is it possible to add the option "this year"?At our client, a construction company, it sometimes happens that tickets remain open for more than a year. By using a time filter, they can create an overview in the dashboard showing the number of open tickets per year. 

0
Apprentice
3 years ago
Rene.P
Apprentice
Rene.PApprentice

Use document or url to train botClosed

Feed chat bot a document or URL to learn from.Now that ChatGPT is being integrated. Our Online Help contains a lot of information that can be used to train the bot. Have an ability that points the bot to this URL or document source instead of relying on that information being entered again into the knowledgebase.  Verbiage variants are great for content that is exclusive to the knowledgebase but the bot should be able to learn and pull data from a source. 

0
Rene.P
Apprentice
3 years ago
Apprentice
wclementsApprentice

Visible tags in published articlesClosed

Is there a way to manage tag visibility in articles? I'd like to show tags in the article's footer which, when clicked, would link to a page displaying all articles with that tag. As an example:Is this a feature in Freshdesk and I'm just missing it? Or no? 

2
roelfina.vanzandwijk
3 years ago
RC F
Apprentice
RC FApprentice

Limit a Contact's view to their ticketClosed

 Say, I want to make a contact view the tickets he raised and some tickets with a particular subject available to the same contact as well. The only option right now is to check “can see all...”, Is there any way I can go about this?  

0
RC F
Apprentice
3 years ago
Apprentice
koen.mApprentice

Create a trigger for 'When a new contact is created'Closed

When using FreshDesk’s ‘Automation’ you can only use ticket-related triggers. Wouldn’t it be great to have contact-related triggers as well?For example:When a new contact is created When a contact is updated When a contact is deleted ...

0
Apprentice
3 years ago
Husnain Javed

Which are the best backlinks for Hit website Ranking?Closed

My Website has been Hitted in the March 2023 Update. I try my best but don’t recover yet. Is any tell me about the best backlink strategy instead of Guest Post/Contextual. My Website Niche is APK. I Need Free Backlinks Suggestion. Anyone can help me?

0
3 years ago
Apprentice
j.jimenezApprentice

Explicit setting for start of week (Mon/Sun) on user settings in freshservice.Closed

I cannot understand how this is not implemented. I’m seeing a couple of related threads but they look archived.The start of week is currently dependant on the language of the user (does not have any sense). Changing the region does not affect it.There should be an explicit setting to define the start of week in the calendar UI and reports (Monday or Sunday)How can we report this as a bug or a feature request properly?

0
Apprentice
3 years ago
kevin.c
Apprentice
kevin.cApprentice

Knowledge Base Group VisibilityClosed

Hi Freshworks Team,It would be nice if we could limit the visibility to specific groups for each knowledge base. This feature is available in Freshservice so why not Freshdesk too. Thank you.

0
kevin.c
Apprentice
3 years ago
Apprentice
James de FierlantApprentice

Redirect linkClosed

Hello,I was wondering if it would be possible to have links in an article that lead further down the article. For example, at the beginning of the article I explain the 3 main points that will be explained, and it would be nice to be able to click on a word in blue and go to the right place where we're talking about that point. Thanks in advance,  Have a good day,

0
Apprentice
3 years ago
Apprentice
sbauerApprentice

Add placeholder for current logged in agentClosed

Please implement the placeholder for the current logged in agent. For e.g. in the reply templates there is only placeholder for the agent who is assigned to that ticket. But that is senseless in our case because when opening a new ticket, the ticket doesn't have an assignee, so the placeholder is not filled. Therefore it would be cool if there is a placeholder for current logged in agent.

35
3 years ago
Contributor
martrevisanContributor

Customer Survey button - The ability to make it more prominentClosed

I have added a button to the Customer Survey in the Ticket Resolution Notification but unfortunately there are no options to make it visually more prominent. It would be really best to be able to do so so people won’t miss it. 

0
Contributor
3 years ago
Apprentice
kenneth.dailyApprentice

Allow agents to see Closed tickets without having permission to close tickets themselvesClosed

We have a Business Rule that hides the Closed status from our agents. The problem is that when an agent tries to view a Closed ticket, the status changes to Open because they don’t have permission to see the Closed status. We’d like our agents to be able to see Closed tickets without being able to close tickets themselves. We have a supervisor rule that automatically closes tickets in a resolved state after 3 days.

0
Apprentice
3 years ago
Apprentice
Dan M EMSSApprentice

Parent-Child Synchronizstion App FeedbackClosed

Hello,The app in question works well (https://www.freshworks.com/apps/freshservice/parent-child_synchronization/) but it’d be better if private notes that show sync’d information could display either who created the original note/reply or allow us to provide a generic display name.This should be instead of the user who used their API to install the app. Happy to answer any questions if needed 

0
Apprentice
3 years ago
Contributor
FabriceVContributor

Change/Release Multiple AssociationsClosed

Hi Fresh Community. First time posting here.  I have noticed that it is not possible to associated more than one Release to a Change or vice versa.  In practice, a change can have many releases and a release can require many changes.  Its a big sticking point for us if we are going to utilize the Release module. I’d like to get this added to the roadmap and so am submitting for votes. Thanks all. Fabrice

0
Contributor
3 years ago
Top Contributor ⭐
mattpayneRJTop Contributor ⭐

Bulk update free text fieldClosed

Hello,The team love the use of the bulk update button. However one issue I am having is, we have a free text closure button to type the resolution details in the box.  When we go to use the bulk update button, this field does not show in the list. Is there a way this can be changed? Thanks,Matt

0
Top Contributor ⭐
3 years ago
DuarteLaranjo
Apprentice
DuarteLaranjoApprentice

Solution article created date vs update dateClosed

Currently when we search for a keyword in the solution area (support center) the results are shown and the created date is show as well.As an user this information is not relevant since what I want to understand if the information is updated and showing the created date can lead to some misunderstanding.

0
DuarteLaranjo
Apprentice
3 years ago
JosvandenEnd
Active Contributor
JosvandenEndActive Contributor

Categorize ticket distribution widgets per company in dashboardClosed

Hi there! When creating a widget of the type “Ticket distribution” we would like to categorize them by company.   

2
JosvandenEnd
Active Contributor
3 years ago
Active Contributor
Lucasj1Active Contributor

A seperate link for each category in the Service CatalogClosed

We host an intranet site and different departments use it to guide employees to the forms in freshservice. In some cases they want to direct them to the whole category so they can just select the form that is appropriate for their need. There needs to be a way to have a hyperlink take them to that specific category. 

2
Active Contributor
3 years ago
Luzie
Apprentice
LuzieApprentice

Enhancement request: PLEASE let “open in new tab” be the default for linksClosed

Dear Freshdesk team,I'm a Technical Support Engineer and enjoy using Freshdesk as our support ticket system. One thing that's been bothering me (and I know others as well) for a long time is that "Open in new tab" is NOT the default when you add a link anywhere in the support ticket. Could you please let it be the default? It would really improve our workflow because we need to add links all the time, and you have to check that box all the time, every time, and it's so annoying if you had forgotten to do it and then later you click on a link and leave the support ticket although you didn't plan to. Please add this to your list of enhancement requests and know that you'd make our workdays so much easier once this is implemented. Thanks, have a nice weekend!Luzie

1
Luzie
Apprentice
3 years ago
Apprentice
RapturecampsApprentice

Deal Data in Segments or ListsClosed

We would love to see Deal Data within Segments, we think this is a very vital information to be able to segment contacts based on previous Deals. Working in the travel sector we use custom fields in Deals in order to safe the customers booking details like Check-In, Check-Out, Services etc. It would be be very good for us to segment contacts using these custom deal informations.

3
3 years ago
antonk
Apprentice
antonkApprentice

Attachments download from converted chatsClosed

We have some chats converted into tickets. Need functional to download attachment file straight from the ticket without no chat open. 

0
antonk
Apprentice
3 years ago
Apprentice
Nilesh PrabhuApprentice

Automatically Copy the To and CC list of old ticket into the new ticket created using webhookClosed

We recently had a business requirement wherein any new response on a ticket closed for more than 15 days should automatically create a new ticket without impacting the old closed ticket. We tried to achieve this using webhook but hit a blocker because there are no place holders to copy all the To and Cc list into the new ticket. If this is made available it would be a great help.

1
a.kislicyn
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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