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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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Keiran
Contributor
KeiranContributor

Group ticket fieldsClosed

Hi,It would be great to be able to add ‘groupings’ to my ticket fields, so they have a box around them with a name. It’s easy to end up with a lot of ticket fields and I feel this would be an easy way to sort them and make it clear to the agent when fields are required to be filled 

0
Keiran
Contributor
3 years ago
fmachadohc
Apprentice
fmachadohcApprentice

Create an Easier and Smarter Form for Lead CaptureClosed

I would like to suggest that they implement a new form template for FreshSales.Easier to create and embed on the website. In addition, it would be very interesting to include the country's international code in the telephone fields. See attached a print of a form template. Freshsales is an excellent platform, but the option for forms is weak.Thanks. 

1
fmachadohc
Apprentice
3 years ago
Woober
Apprentice
WooberApprentice

[Feature Request] Customize number of articles to display on support portalClosed

Hi, it would be great to have an option to change the amount of articles to display on the support portal

0
Woober
Apprentice
3 years ago
nacejj
Apprentice
nacejjApprentice

Asset assignment mandatory before resolving ticketClosed

Would like a feature added to the closure rules module so that agents must assign an asset to a ticket before a request or incident is resolved or closed. This will enable better tracking for problem management and chronic issues with certain assets. 

0
nacejj
Apprentice
3 years ago
Contributor
jessica.schnellContributor

Time tracking mandatory optionClosed

I'd like to see time tracking as a mandatory field. Is there any way to do this? We need to know how much time our techs are spending on tickets in order to determine if additional hires are necessary. 

16
nacejj
Apprentice
3 years ago
Rebeca
Apprentice
RebecaApprentice

Select period of closed ticketsClosed

It would be interesting to add the option to select the period in closed tickets. I need this option to resolve some internal issues, I contacted support and was advised to suggest it to be implemented in the future if possible.It is possible to see in the photo that created tickets have this option, but closed tickets do not. 

0
Rebeca
Apprentice
3 years ago
Apprentice
JParrishApprentice

Email Notification Subjects Bulk UpdateClosed

It would be helpful if we had a way to bulk update the subject lines of email notifications that related to tickets.  For example, every email notification subject could easily be updated to:Support #{{ticket.id}}: {{ticket.subject}} ({{ticket.status}}) Right now, you have to manually update every single one.

0
Apprentice
3 years ago
Apprentice
kristinn.h.sveinssonApprentice

Prediction in analtitycs based on dataClosed

Hi.  It would be helpfull if there would be an option to let analytics predits of certain results based on data that already exist within FreshDesk.  F.e. would be a forecast to a rise of workorders within certain timeframe so we could f.e. see is extra staff is needed.  

1
vijaysharma20
3 years ago
Apprentice
cdillonApprentice

Add "reply" action to Scenarios!Closed

Scenarios will allow you to send a separate email to the requester, but not a reply to the original ticket itself. Please add this, it would be incredibly useful.

2
The_S.H.I.T
3 years ago
Avik7
Apprentice
Avik7Apprentice

Time Track _ Analytics ReportClosed

Time Track field should be visible under Analytics Report (Not Timesheet). 

0
Avik7
Apprentice
3 years ago
Apprentice
jminettApprentice

Group tickets by attributeClosed

I’d like a way to group tickets in the ticket view by one of the available attributes. Currently we can sort, but once sorted, there is no grouping. For example:Current system (Sorted by submission date only)ticket1 Pending 5/8/23 ticket2 Open 5/4/23 ticket3 Open 5/1/23 ticket4 Pending 4/21/23Proposed system (Sorted by submission date; grouped by status)ticket2 Open 5/4/23 ticket3 Open 5/1/23 ------------------------------------ ticket1 Pending 5/8/23 ticket4 Pending 4/21/23This would make managing tickets far easier and more organized. 

2
Apprentice
3 years ago
Apprentice
JenniferFreezeDRSApprentice

Knowledge Base Sorting of Articles by NameClosed

We would like the ability to sort Knowledge articles by their name.  Currently you can sort all columns except that one.  This would be super helpful as our knowledge base continues to grow.   

1
ammon.nelson
3 years ago
Apprentice
TomKVApprentice

List of communication within the ticket - collapse/expandClosed

Hi.If there are a lot of emails in the communication, it becomes cluttered. Every email is complete, including the history. I have to scroll for a very long time before I get to the next one. Please create for desktop the same solution as you have in the iOS app. Show only a list with sender, date and subject. When clicked, show the message detail. Regards,Tom

0
Apprentice
3 years ago
Apprentice
darrenbwilliamsApprentice

Assign "agent only" instructions in Service RequestsClosed

I think it’s a bit crazy that I have to publicly show that I have an admins only guide on the service catalog description when I think there should be an “agent only” description field separate to the main description where you can put instructions or additional bits of information when fulfilling a service request item.  I know you can create something which shows during the requesting stage to agents only. But I want to add something to the service catalog item itself so that when you view the ticket in the helpdesk it can show in it’s own field placeholder. Currently it looks like the below.  And like this for a requester Although they cannot see the article as we have made it visible to techs only. It does not look very professional. It would be much better if this was not visible to the requester and instead had it’s own field when viewing the ticket with the request e.g.  It would certainly aid in providing a quick means of understanding where to go and look for advise on fulfilling the requested item

3
Apprentice
3 years ago
Inês
Apprentice
InêsApprentice

Allow custom notification emails in different languages for Time Trigger automation rulesClosed

We've set up an automation to close tickets if they're pending for more than 2 weeks, and when closing we’d like to send an email to the requester informing them that the ticket was closed for that reason.However, we serve customers in 5 languages, and currently it is not possible to set up this email notification in automations to be sent in one of those 5 languages depending on the requester's locale.Based on the language you can send customized email notifications with Ticket Creation and Ticket update rules, but not for Time trigger automations. So the suggestion is to allow the same for Time trigger automations

0
Inês
Apprentice
3 years ago
Apprentice
CharleneKoekApprentice

Add resolved button to the top navigationClosed

Good day,We close a ticket when there is no action for us - no quoting needed for the client.And we use resolved once we have completed the booking. However the top navigation bar on the ticket view page and within the ticket only has the option to CLOSE and not RESOLVE.Please can we add the RESOLVED button as well.This is a screen shot of the ticket view when you click on the left hand side of the ticket.This is a screenshot of the bar within the ticket. ThanksCharlene

0
Apprentice
3 years ago
Skilled Expert
maghedSkilled Expert

Change Start / End timeClosed

Hi, I propose that you adjust the time format used for setting various schedules such as Changes start and end times, Maintenance Windows and CAB meetings etc so that it corresponds with the format setting for the “Service Desk Settings”. In Service Desk settings I have set a 24 hour clock and an applicable timezone. But when scheduling changes for example I can only use am/pm format and I have no ability to even see and confirm the timezone.I would also prefer if the time was possible to set freely instead of a drop down with 15 minute interval as it is currently.  

0
Skilled Expert
3 years ago
Active Contributor
joestractActive Contributor

Chat bot to Ticket Creation Category and Sub-CategoryClosed

If you start a chat around a dell issue, but cannot find a solution and decide to raise a ticket, will the categories automatically transfer over into the ticket?For example, I want Dell as the keyword, but hardware and computer as the category and subcategory to be automatically selected for the user. 

0
Active Contributor
3 years ago
Apprentice
Mydd444Apprentice

Scheduling DashboardClosed

It would be really useful to be able to view the scheduling dashboard by month. Instead of scrolling have the whole month visible on the screen.

2
thisismebb22
3 years ago
Alaric
Apprentice
AlaricApprentice

Ability to merge a ticket with a child ticketClosed

This is a must implement ASAP.  If this is not possible to do, the whole parent/child implementation is pointless.You MUST be able to merge a ticket into a child ticket. 

2
Israel
Active Contributor
3 years ago
Israel
Active Contributor
IsraelActive Contributor

Call recording LINKSClosed

HelloWe are finding some call recordings that have multiple discusions and we would like to include the recording in multiple tickets.Right now that is something that can't be done because we can only add the recording to just one ticket. I contact support and they suggested to download the call an upload it to every ticket. That is a fair response; however, not a good one when it comes to productivity. Imagine downloading 50 recordings a day and then looking for each ticket to upload them, sounds like I will have to hire one agent just for that. Puncutal suggestion: Allow us to merge a call to as many tickets we need or create a way to get a link for the recording and we will copy-paste the link whereever is needed. 

0
Israel
Active Contributor
3 years ago
mfahey
Active Contributor
mfaheyActive Contributor

my work icon does not show a number next to it if there is something newClosed

My work Icon at top right does not show a number next to it if there are new tasks. The notifications does but the “my work” does not. I never know if I have a new task or not and shouldn’t have to rely on email for that. Show a number next to my work of the total new tasks or work just like how it is for the notifications.  

0
mfahey
Active Contributor
3 years ago
Apprentice
Marc-OSAGApprentice

Improve exports for solution articlesClosed

The solution articles within the knowledge base are a very handy feature, but require a lot of time to create and maintain. A possibility to export the articles is therefore, as a backup, very important. The XML export works reasonably well, but unfortunately attachments, for example, are not exported. We plan to attach numerous files, and the articles make little sense without these attachments.For the articles, other export formats like PDF would also be much more practical and useful.More options for exporting solution articles would be a great benefit to our business, and I'm sure others feel the same way.

0
Apprentice
3 years ago
Apprentice
FerryantoApprentice

Freshdesk Automation Time Triggers MinutesClosed

One of our customer have a use case where they need to inform the higherups when the ticket is created and not replied by the agent in 10 minutes, 20 minutes and so on.Could we have a feature where the time trigger automation for “Since Hours is created” to be configure to Minutes.

0
Apprentice
3 years ago
Apprentice
FerryantoApprentice

Change Forward as Public Note in TicketClosed

One of our customers seeks a feature in Freshdesk. Right now Freshdesk treat Forward as a Private Note so that it can only be seen by Agents. Can we have a feature where everytime we forward a ticket, it will be treated as public reply therefore the requesters/end-users will also further receive reply.

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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