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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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mcloud1
Apprentice
mcloud1Apprentice

Configurable Reply BoxClosed

Please allow the size of the reply box to be configurable by our admins. The default resolution on a lot of laptops is a high resolution zoomed to 150% with this setting the send button is hidden. The reply box is about 20 lines tall, in most cases we don’t anywhere near that many lines for a reply but the box expands regardless if more lines are required!

0
mcloud1
Apprentice
3 years ago
Apprentice
RothDanApprentice

Add 'Load Balanced' ticket assignment feature to FreshserviceClosed

The ‘Load Balance’ ticket assignment feature is already available in Freshdesk, but it would also be great if it was available in Freshservice.

0
Apprentice
3 years ago
Apprentice
André PönischApprentice

Making private notes publicClosed

Sometimes third parties from the customer's company respond to tickets. These mails are added as a private note. I would like to change these private notes manually to public. This would make it easier for the requester to track the ticket history in the portal. Related idea: https://community.freshworks.com/ideas/email-replies-should-not-be-private-notes-22643 

0
Apprentice
3 years ago
Apprentice
FerryantoApprentice

Freshdesk Omni Custom Agent Status ACWClosed

I raise this on behalf of my customer. Currently they have activated custom agent status at their Freshdesk omnichannel and they have a concern where they cannot retrieve the ACW data. Could we have this raised as a feature request where Custom agent status omnichannel can retrieve the ACW data as well. Thank you.

0
Apprentice
3 years ago
Contributor
kevinl-stcuContributor

Bulk Update Asset StateClosed

Hey there,It would be a nice feature to be able to Bulk Update an Asset State. For example updating a large number of decommissioned pieces of network gear, and set them all to “Retired” instead of having to do them one by one.Thanks!

2
Contributor
3 years ago
Apprentice
FerryantoApprentice

Freshchat Bot QueueClosed

I raise this behalf of one of my customers. They have a use case, when the customer initiate a conversation and the bot handle it first, after that bot will have the conversation queue for 3 minutes before assigning it to the agent. Kindly have this raised as a feature request. Thank you.

0
Apprentice
3 years ago
Apprentice
FerryantoApprentice

Freshdesk CSAT IdentifierClosed

I raise this on behalf of my customer. They have a use case where they want Freshdesk to identify the CSAT that was sent by user and if the user doesn’t click or submit the CSAT, the system will automatically send a Follow-up CSAT to make sure the user has already submitted. Kindly raise this as a feature request.

0
Apprentice
3 years ago
Gilbert SANZ
Apprentice
Gilbert SANZApprentice

AutomationsClosed

I'm working with automation to speed up the processing of certain tickets.I have a case with criteria: "Description contains any of" + List of expressions.I sometimes get false positives.This is because, when the ticket is created, we add the user's cookies to the email description.The cookie string can lead to a false positive detection of a word in the list of criteria.In this case, it might be interesting to apply the search on "whole words only" instead of "occurrence found in description". 

0
Gilbert SANZ
Apprentice
3 years ago
James.Bredenhof
Contributor
James.BredenhofContributor

show ticket deflection rate i.e. knowledgebase effectivenessClosed

We’re looking at putting some special effort into our knowledgebase. I’m wondering if there’s any way to report on the ticket deflection rate in Freshdesk? i.e. the user starts to write a ticket, gets a helpful suggested article, and then abandons the ticket, etc.There’s the knowledgebase analytics view, but it doesn’t help in this regard.Note that our Freshdesk has a variety of audiences on it; For my purposes, I would want to exclude internal users (user’s “company” is MyCompany) and only pay attention to external users (user’s “company” is NOT MyCompany) 

0
James.Bredenhof
Contributor
3 years ago
Contributor
rusty.wilsonContributor

Reporting: Detailed Solutions (Knowledge Base) Reporting is CRITIALClosed

Reporting on Solutions is non-existent and needs to be addressed ASAP as this is a critical part (self-help) of any ticketing system.The absolute minimum should include: Top N Most Viewed Articles Top N Least Viewed Articles Top N Most Highly Rated Articles Top N Most Low Rated Articles All articles from most viewed to least viewed All articles from highest rated to lowest rated All articles from most recent to oldest In addition to this, you should track deflection rate by tracking how often a users starts a ticket, then see the list of possible matches to their question and finds the answer without actually creating a ticket. This is incredibly powerful information for determining which articles in the KB are the most helpful at deflecting tickets from agents.

42
James.Bredenhof
Contributor
3 years ago
dharmendra_jha
Apprentice
dharmendra_jhaApprentice

Push workflows from an excel sheet to AssistBotClosed

I am requesting for a feature wherein the data in an excel file should be used to push workflows on Freshdesk: AssistBot functionality.

0
dharmendra_jha
Apprentice
3 years ago
BSJFW
Contributor
BSJFWContributor

Ability for Requestors to opt in/out of email notifications.Closed

Allow requestors to manage their own notification settings for email alerts. Some requestors prefer seeing everything, while others would like to customize the emails they receive. 

0
BSJFW
Contributor
3 years ago
BSJFW
Contributor
BSJFWContributor

Running Time Clock inside TicketClosed

Ability for agents to set a countdown timer or observe a running clock when working on a ticket. This will help as a visual guide for agents to take specific actions if they are spending too long on a ticket. There is no adequate 3rd party app that displays time, in real time at the top of each ticket.  

0
BSJFW
Contributor
3 years ago
support08
Apprentice
support08Apprentice

Add functions to enable user select mutiple group name or agent name directly from dropdown menuClosed

Please add functions to enable user select mutiple group name or agent name directly from dropdown menu to set the METRICS on chart configuration; At the  moment, user needs to enter group name one by one to set the METRICS. It is not user-friendly, and sometimes would enter incorectly. Please refer to the first picture for this question; Please add functions to enable user select mutiple group name or agent name directly from dropdown menu of Group Name widget and Agent Name widget. Please refer to the second picture for this picture.    

0
support08
Apprentice
3 years ago
Olli
Apprentice
OlliApprentice

Filtered contacts should be able to be exportetClosed

Currently it is not possilbe to export filtered contacts. You are required to export all contacts, and in MS Excel then filter and crop the filtered contacts to a new Excel sheet.Please improve the system, to export filtered contacts right away into a csv file.All contacts can be easily exported No feature to export filtered contacts 

0
Olli
Apprentice
3 years ago
thomaslaureys
Apprentice
thomaslaureysApprentice

Bulk upload collaboratorsClosed

Hi Team, I would like to add 60 collaborators to Freshdesk. How can upload them all in bulk and assign the same role to them? Thanks,Thomas

2
3 years ago
malikox
Apprentice
malikoxApprentice

We need to add boolean option to tag searchClosed

We need to add the option for booleans when doing a tag search ticket reviews. Presently, when you do a tag search the default behavior is OR. In many instances you need to do an AND search for two tags. This would be a great improvement to do granular search on reviews. 

0
malikox
Apprentice
3 years ago
Skilled Expert
tyler.brandtSkilled Expert

Customize Asset Discovery AgentClosed

My team uses the Freshservice Discovery Agent on our Windows PCs to automatically pull them into the inventory. We have a use-case where we would like assets to be assigned to a specific user and keep it that way unless we change it.The current system automatically changes the “Used By” field to whoever the last person to login to the laptop is. This makes that field effectively useless as an “owner” since someone else will login to it and suddenly become the owner.We could make a custom field to contain the owner information, but then it won’t be linked the user for any of the things (Such as tickets) that Freshservice links users to assets for, since it would just be a text field.Ideally, this behavior should be fully customizable. I have seen other asset systems that are able to do things such as: “ If a user logs into the machine for the first time, set them as the owner,” and, “If a new user logs into the machine, wait 2 weeks before changing them to the owner to see if the original owner logs back in.” Behaviors like this would make the Asset Discovery agent much more powerful/useful.

0
Skilled Expert
3 years ago
ekincl
Apprentice
ekinclApprentice

Non-Serialized InventoryClosed

Currently all items in inventory must be “serialized” and tracked individually.  While this makes sense for high-price items like laptops and cell phones, this doesn’t make sense for many peripherals such as keyboards, mice, and especially not for expendable items such as reams of paper or printer toner.Ideally there should be a way of tracking “non-serialized” items, where you simply input a number of items you have, and that number decrements by 1 (or however many you deploy) every time you fulfill a request.  You should be able to check-in these items easily, so things like keyboards and mice can be reused when a user leaves, or increment your count through receiving items through a PO like you can other items.This inventory should also tie in neatly with quantity alerts, so you can be alerted to low inventory of printer toner for example, so you can order more to have on-hand.

0
ekincl
Apprentice
3 years ago
Apprentice
mbleamerApprentice

Report for Private NotesClosed

Currently, you can search tickets based on “Notes and Replies”, but not just “Notes”.  It would be helpful to search tickets based solely on private notes, and filter by sender and/or recipient.

0
Apprentice
3 years ago
kaeyu
Apprentice
kaeyuApprentice

More flexible time choices for SLA notifications/alertsClosed

Hi,I would like to submit a feature idea if we can provide a more flexible reminder alert for SLA nearing due. As of the moment, the platform offers a minimum of 30 minutes which will not be useful for those SLAs with shorter duration. It would also be helpful to have automations that can be done in minutes not just hours to add more flexibility. Hope someone can help us.

2
3 years ago
RAJESH GOPALAN
Apprentice
RAJESH GOPALANApprentice

Enable Desktop Pop-Up NotificationClosed

Hi Team DEVs,In FreshDesk , could you kindly develop to Enable Desktop Pop-Up Notification feature , where a pop-up similar to like MS Teams, Outlook appears whenever there’s a new ticket comes in OR an update comes in for an exisiting ticket.The current feature with sound-enabled desktop notifications is NOT helping our tech support members & our exprinece using this product needs to be improvised at the earliest.

0
RAJESH GOPALAN
Apprentice
3 years ago
Apprentice
André PönischApprentice

Edit all entries of a ticketClosed

We often have the problem of having to censor third party privacy data from customer mails.Unfortunately, at the moment we can only edit the initial mail. We would like to be able to edit any customer mail (or just be able to censor passages).

0
Apprentice
3 years ago
antonk
Apprentice
antonkApprentice

Round robin limitsClosed

We need to make it possible to set limits on the number of tickets for an agent in round robin assignment.

0
antonk
Apprentice
3 years ago
Apprentice
wimApprentice

suggestion: word compatible editor for canned responsesClosed

Dear all, I really love the freshdesk product. There is just a little frustration that keeps on coming back and that is the canned response editor. We have to follow a very precise ‘house style’ of our letters. They include the lettertype, certain formatting and a visual signature. Usually I do create my letters first in word and try to copy them into the freshdesk editor. Although freshdesk tries to ‘keep the formatting’ this is not working great. Blanc lines are added before/below paragraphs or lines. Extra spaces are added before a line of text or the letter type suddenly changes while making minor modifications. This makes adding (or even adapting) a game of trial and error which is in practice very timeconsuming. I usually takes me hours to get a few simple letters exactly the same as in the word document I prepared. So my suggestion would be to try to improve the ‘import from Word’ function or to suggest another editor (libreoffice ? wordpad ?) in which we should create our letters first for which the import function would work better.This is probably not a new request (I did not check the history of all suggestions on this forum), but since these kind of problems persist, I wanted to give the suggestion to increase the priority of this. Thanks !Wim

3
ayush.jain
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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