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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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camnealie
Apprentice
camnealieApprentice

More flexible scheduling of ticketsClosed

I see there’s a number of archived requests for this functionality.Specifically, we’re need to be able to schedule tickets fortnightly (every 2 weeks), and on a specific day of the week, such as ‘the first tuesday of the month’.

0
camnealie
Apprentice
3 years ago
Danilo Benevides
Apprentice
Danilo BenevidesApprentice

Permitir criar soluções para grupos especificos dentro do FreshClosed

Atualmente quando crio uma pasta dentro de soluções, tenho apenas a opção de vizulização dessa pasta para todos os agentes.Seria interessante ter a possibilidade de criar uma pasta dando permissão apenas para agentes de um determinado grupo. 

0
Danilo Benevides
Apprentice
3 years ago
echapman
Apprentice
echapmanApprentice

Mulitselect FieldsClosed

I would love to have a Multiselect field available to choose from. Our company offers many different products and we would like to be able to select which products the users emailed about in the ticket.

0
echapman
Apprentice
3 years ago
Apprentice
krollinsApprentice

More flexibility in recurring ticketsClosed

The options to create recurring tickets are limited. Currently, we can only schedule monthly for a certain date of the month or weekly for a certain day(s) of the week.Are you planning to add the ability to pick 1st/2nd/3rd etc <day of the week> of the month, or first/last <type of day> of the month? Two use cases I have in mind are the 2nd Tuesday (for patch tuesday) and the first weekday (for monthly reporting). It would also be helpful to have a quarterly option. Thank you.

0
Apprentice
3 years ago
Apprentice
jasonseiApprentice

Sync Azure AD Users as Contacts to FreshDeskClosed

I saw one other post about this, but the answer was simply the SSO config for logging in. I spoke to support, and they said this isn’t possible yet. As an agent creates a ticket, we would like to select the user from contacts, so we don’t have to create a brand new contact every time. That doesn’t seem to be possible, unless that user has logged in as a contact via SSO already. I have configured SSO and it works, but 1500 users have not all logged into FreshDesk. There doesn’t seem to be an active ‘sync’ to link up our Azure AD Users/atrtributes, to ‘contacts’ in FreshDesk. This would be VERY helpful.

0
Apprentice
3 years ago
iyurchenko
Apprentice
iyurchenkoApprentice

Granular filters in customer portalClosed

Our customers need a way to filter tickets by status on the customer portal.Currently there are only two options available: "Open or Pending" and "Resolved or Closed". We’d like to have a way to filter tickets by every ticket type separately?

0
iyurchenko
Apprentice
3 years ago
Vignesh Raj
Apprentice
Vignesh RajApprentice

Need changes in SLAClosed

Hi, Customer would like to reduce the first response time to less than 15 minutes as there's an internal policy where an issue has to be addressed or the ticket to be tagged to a respective Customer Support Agent by helpdesk agent within 5 mins of the ticket having got generated. It would be more helpful to us if you could provide us the solution with regards to the change of minimum first response time in the SLA.

2
a.kislicyn
3 years ago
Apprentice
FerryantoApprentice

Format Rich Text Editor for FreshdeskClosed

I raise this on behalf of our customer. They have some needs where they need to copy paste some details and format from other source to the Freshdesk but it seems that Freshdesk doesn’t support the format. Could we have a feature where support more format in the Freshdesk? Thank you.

0
Apprentice
3 years ago
Hhowitt
Apprentice
HhowittApprentice

Able to modify slack notificationsClosed

I would like the ability to be able to chose what freshdesk features are used in Slack.  At the moment everything is showing, new, updates, collaborate etc but I would like to restrict this 

0
Hhowitt
Apprentice
3 years ago
Apprentice
edwin.rivasApprentice

Add 'Attachment' Placeholder for email notificationsClosed

Add 'Attachment' Placeholder for email notifications so whenever a user is notified by email, the attachments are part of that notification email. 

0
Apprentice
3 years ago
DineshG
Apprentice
DineshGApprentice

Please have Business rules option in Frehdesk similar to FreshserviceClosed

While using Freshdesk for Global support, We need only certain fields to be visible for the agents depending on the region. Currently, It is not available on Freshdesk through automations too

0
DineshG
Apprentice
3 years ago
Keiran
Contributor
KeiranContributor

Change Subject in AutomationClosed

Using Automations it would be great to be able to update the subject of a ticket, rather than having to use an API.

0
Keiran
Contributor
3 years ago
jon.mou
Active Contributor
jon.mouActive Contributor

Business Rules for Employee OnboardingClosed

Hello,We are looking to have Business Rules include onboarding as well. We have several requirements that require dynamic fields for onboarding and business rules would greatly help with that. 

2
3 years ago
pmutemi
Apprentice
pmutemiApprentice

Performing actions on tickets using Email CommandsClosed

Provide the ability for agents to use special phrases in email bodies to manipulate ticket fields like the status of the ticket. For example an agent replying to the email thread using the phrase Ticket_Resolved phrase marking the ticket as resolved automatically. This is already possible in Freshservice.

0
pmutemi
Apprentice
3 years ago
Apprentice
KarolinaApprentice

Warning about sending a message without an attachment for keywords in Polish.Closed

I need a solution that will display a warning before sending a message to the client if it does not contain attachments, and if the message contains the keyword 'attachment' written in Polish.keywords: “załączam”, “dołączam”, “załącznik”, “załączony”

0
Apprentice
3 years ago
pabloespanola
Apprentice
pabloespanolaApprentice

Include Chat sources in the "Create new ticket" automationClosed

The current Freshdesk Ticket Update automation to create a new ticket is only limited to Phone, Portal and Email.Please have the automation include Chat sources as well, as this is a need in our company.

0
pabloespanola
Apprentice
3 years ago
Apprentice
anoop.alumkaraApprentice

Can we have Emoji in threadsClosed

Can we have emoji in threads , as its a chat like feature , having an emoji will really help ! 

0
Apprentice
3 years ago
idenis
Apprentice
idenisApprentice

Emoji Features in Notes inside TicketsClosed

We would like to see emojis on the notes inside the tickets.   

1
Apprentice
3 years ago
Apprentice
Cait_00Apprentice

Tag internal staff in notesClosed

Would be great if you could tag or @ an internal staff member in notes to make them aware of something specific for that account/record. 

0
Apprentice
3 years ago
Apprentice
mdurmanApprentice

Associate Multiple Changes to One ProblemClosed

Allow multiple changes to be associated with one problem. 

0
Apprentice
3 years ago
Apprentice
TugBoatApprentice

Email Template for Reply to Private NoteClosed

There is currently no template (that I could find) when you reply to a private note using the reply button.  So things like the ticket number are not automatically included, making it difficult for the recipient to know ticket information.  

0
Apprentice
3 years ago
ammon.nelson
Skilled Expert
ammon.nelsonSkilled Expert

Option to have all replies to a Forward be private notesClosed

When you forward a message, it would be nice if there was the option to say whether all replies to the message are public notes or private notes.Currently, if what I’ve been able to determine is correct: If anyone replies to a forward when they are speicifcally in the recipient list, the reply becomes a private note. If an agent replies to a forward where they are not in the recipient list (it was forwarded to a distribution group email), the reply becomes a public note. If anyone replies to a reply to a private note, the reply is also a private note.If I click on the reply button to a forward (not at the bottom, reply to the forward), that reply becomes a private note and all replies to that reply are also private notes.

0
ammon.nelson
Skilled Expert
3 years ago
Marty Garcia
Apprentice
Marty GarciaApprentice

Version History Request for Solutions ArticlesClosed

Our IT team has been asked if there is a way to display version history on Solutions Articles in FreshService for legal purposes. The requesting department needs to be able to view when the articles were changed, a copy of the different revisions of the articles, and a summary of the changes made including who made the change. Is this something that can be implemented? I can’t imagine that I’m the only person asking for this feature.

0
Marty Garcia
Apprentice
3 years ago
Apprentice
AndreGApprentice

New metric filter - status of articles in analyticsClosed

In solutions (articles) you have the option to filter by article status (Draft, Published, In review, Approved). But in analytics, when we create a widget to add this filter, it doesn't.It would be interesting to add this filter option: Status of the article, to help with the analysis of metrics. It is important to understand what situation the article is in at the moment. Also contributing to team creation performance reviews! The image would be an example of how it would be, following the same model as the other filter options:   

0
Apprentice
3 years ago
Apprentice
andyhornApprentice

Automatically Adjust Ticket Fields List Order by UsageClosed

Please give us an option to enable the automatic sorting of ticket field values based on their frequency of use. This will save agent agent time scrolling through lists when the most common options are near the top.More advanced control would be to have an option to show the top N options at the top, followed by a divider line, and then the rest of the options in custom or alphabetical order.

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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