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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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mindybenkert
Apprentice
mindybenkertApprentice

Feature Request: Allow Same Category Names in Multiple Solutions DatabasesClosed

We recently ran into a pretty significant limitation when setting up an additional Solutions Database. We were unable to use the same category names in the new one as we had used in the existing database.This is very limiting as we would like to setup more databases, but the category names are the same.Please consider making it possible to re-use a category name in multiple Solutions Databases.Thank you! Mindy

0
mindybenkert
Apprentice
3 years ago
Apprentice
David TaylorApprentice

Add ticket summary to placeholders (webhook)Closed

It would be great if the ticket summary was added to the available placeholders when using the webhook action in the automations. Also current timestamp or some basic date functions would be useful when calling external APIs.

0
Apprentice
3 years ago
abhishek-compro
Apprentice
abhishek-comproApprentice

Getting count of tickets based on filtersClosed

Currently I can easily filter tickets which has a limit of 10 pages with per page having a maximum of 30 tickets. But this is very limiting if I just want the count of tickets based on a filter.

0
abhishek-compro
Apprentice
3 years ago
AndreaBisset
Apprentice
AndreaBissetApprentice

Introduce Direct Association for Vendor to all Asset TypesClosed

It would be really helpful to be able to associate Vendors directly to Assets - we have created a custom asset type to input our properties and would like to be able to match Vendors (Landlords) directly with the asset. Please let us know if this can be possible? Thanks!

0
AndreaBisset
Apprentice
3 years ago
Skilled Expert
maghedSkilled Expert

Scope of maintenance windowClosed

When setting scope for Maintenance windows the options are very limited.For example I can only set one group, one Asset, one Department etc. For the scope to be useful I would like to be able to set “limitless” of options, for example a large group of Assets, a complete Asset type, multiple departments etc. 

1
Skilled Expert
3 years ago
Contributor
adam_12921Contributor

Built-In/Embedded PDF Viewer in Ticket ViewClosed

It would be great for Freshdesk to introduce a built in PDF viewer for tickets. Currently, a user relies on the capabilities of the browser, however for example on the newer versions of Google Chrome, when you click a PDF attachment it immediately asks where to save the file now, rather than opening within the current view. Therefore, a built in PDF viewer could allow the user to remain in the ticket and view the PDF at the same time. A similar type of technology can be seen in the likes of Gmail.

7
patrickc
3 years ago
Apprentice
zackzackApprentice

Schedule ticket on specific weekday of a monthClosed

We have planned Maintenace windows and tickets that need to be generated every 3rd Wednesday of the month. As the FreshService options are now, we only have the ability to select the day number in the month the item should be generated and that limitation means sometimes the maintenance windows or ticket gets generated random business days, including weekends.

0
Apprentice
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

Recipient email groupsClosed

I’d like to automatically add several emails as recipients or cc’s on a ticket, perhaps using a group as you can in email clients such as Gmail. For example, I want an email group “Distributor A” that contains emails john@a.com, jane@a.com, and sue@gmail.com instead of having to add each Distributor A email individually.

0
Kaley White
Contributor
3 years ago
Apprentice
SOTAApprentice

Show Threads in TabsClosed

It would be way more convenient, if the threads in the tickets would be shown as tabs in the ticket. The situation right now is very confusing.Furthermore there should be an third option to send a message out of a ticket, without “forwarding” the ticket. So i can mail with external participants related to the ticket, who shouldn’t see all the ticket details.

0
Apprentice
3 years ago
Apprentice
SOTAApprentice

Order of the todo listClosed

It’s not possible to sort the todo list on the dashboard in a due date order.That’s not very handy.Please implement this function. 

0
Apprentice
3 years ago
Contributor
AdzContributor

Automation reporting.Closed

I think it would advantageous to add a feature allowing you to export all current automations setup, especially from a ticket creation point of view. It would make it easier to review all current automations setup. 

0
Contributor
3 years ago
Davider20
Apprentice
Davider20Apprentice

Announcement animationClosed

Hi there, this may already exist, if so please reach out.  On the support portal I’d like to create animation to the announcements such as scrolling or fading.  This would be especially helpful if there are multiple announcements on the site.  

0
Davider20
Apprentice
3 years ago
Daniel Söderlund
Top Contributor ⭐
Daniel SöderlundTop Contributor ⭐

Field Service Management in FreshserviceClosed

Hello, I would love to see Field Service Management in Freshservice as well. If an agenten can’t solve the issue over phone/e-mail/chatt someone needs to go to the user. In larger origination you may have 3 - 5 agents that are dedicated just to go out to the user.Having the Field Service Management as Freshdesk would give the agents on the phone/chatt/e-mail a tool to check status on the onsite support ticket, who is going and when. //Daniel

0
Daniel Söderlund
Top Contributor ⭐
3 years ago
JosvandenEnd
Active Contributor
JosvandenEndActive Contributor

New Metric: Time spent in SLA hoursClosed

Within the Analytics module you can create multiple widgets regarding the time spent of a ticket. You can see how long a ticket has spent in business hours and in calendar hours. But one important metric is missing: Time spent in SLA hours. This metric should be a combination of the business hours, SLA timer running and the SLA applied to the ticket. With this new metric we can track tickets that have a close to violating SLA status. Because most of the time this indicates to more complex request from our customer. Specific knowledge is necessary to answer the question of the customer. We try to replicate the metric by measuring the time spent during business hours in hour SLA timer statuses (Open and Pending). But somehow we get different results with the “SLA resolution %” metric. For example: the applied SLA should be 45 hours as resolution time (5 business days with 9 hours per day). SLA Resolution time is 100% but ticket has spent 46.04 hours in the SLA timer statuses “Open” and “Pending”.  

0
JosvandenEnd
Active Contributor
3 years ago
Apprentice
Indra B

Option in status to choose 'Resolve' and 'Close' behaviorClosed

At many a times, we need to add user defined ‘Status’ values that behaves more like the ‘Resolved’ or ‘Closed’ status codes. For example, if we create a status called “Cancelled” and it should treat the ticket as closed when we choose this status. This is just one example. There can be many such scenarios - like - “Closed - Unresolved”, “Known Issue”, etc, This will help in listing of closed/resolved tickets for all status codes with similar behavior as well as less complicated workflow configurations. Attaching a suggested status configuration page screenshot. 

2
Josh.Teodoro
Contributor
3 years ago
Apprentice
David TaylorApprentice

Freshdesk - Quick action languageClosed

Typing “/s” or “/c” to quickly add content to a ticket is great, however it only displays content for the default language not translations.I would like the ability to display and use canned responses/solution articles in the same language as set on the contact. If no translation can be found, use the default language. 

0
Apprentice
3 years ago
Apprentice
David TaylorApprentice

Freshdesk API. Add filter query when searching colution articlesClosed

When searching for solution articles via the API we can use the call /api/v2/search/solutions?term=[keyword] (“Search solution articles” in the API docs)It seems, though not documented, to be possible to filter by a specific language code like /api/v2/search/solutions/sv-SE?term=[keyword].I’m lacking additional filters, in my case to get articles for specific portal(s) and status to avoid drafts/unpublished articles. The additional filters could preferably be added as a query string similar to /api/v2/search/tickets?query=[query] or as query parameters like: /api/v2/search/solutions?term=[keyword]&visible_in_portals=[array_of_ids]&status=[arrays_of_statusids]  

0
Apprentice
3 years ago
Apprentice
amandaangelicApprentice

Exporting data gathered from a ticket formClosed

I would like to be able to export data that was gathered from a ticket form into a spreadsheet. 

0
Apprentice
3 years ago
Contributor
ThorstenContributor

Allow the Summary field to have a different color than internal comments/notesClosed

Very recently, the background color of the Summary field was changed.Before, it had a blue-ish tint, now it shares the same orange-ish tint as internal comments (see attachment).This makes it more difficult to differentiate between internal comments and the summary and negatively impacts the usability in general.Please revert this change or provide us with the option to choose whether we want to keep the previous color (blue) or accept the new color (orange).

1
Contributor
3 years ago
Aazir
Active Contributor
AazirActive Contributor

Making the ticket summary mandatoryClosed

At the moment the ticket summary is a optional field for agents to fill in. More often than not agents forget or don’t fill this in. It would be great if there is a option to make the ticket summary a mandatory field upon updating a ticket status.  

2
Contributor
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

Follow-up account activation emailClosed

I’d like to automatically send out a different account activation email if the user doesn’t activate their account within a time limit that I specify.

0
Kaley White
Contributor
3 years ago
Josh.Teodoro
Contributor
Josh.TeodoroContributor

Ticket View - Lock Subject/Requester Section When Scrolling DownClosed

Ticket View - Lock Subject/Requester Section When Scrolling DownHey!Now of course I have a laundry of list of things that can’t be done but this one moved up my list of issues today when I was replying a conversation and took way to long to realize who the requester was and what their initial issue/subject was and then I realized when you scroll down through the “description” to get to the conversations the top area that shows this does “lock” when you get to the point where the “Details” “Related Tickets” “Tasks” “Activities”, etc tabs are and then I was like why doesn’t it just only lock that whole top section instead of just the “tabs” - this would eliminate having to either scroll up and see it and scroll back down or moving my mouse to the top of the screen to click “edit” lol .. It’s already locked just needs to include the “whole top half” - interestingly enough.. I don’t even really care about the “description” box locking (only because yours can get very long with Exchange cloud signatures lol) - just the “subject” and requester info that is there already which is a brief overview of time/date/source/to, etc

0
Josh.Teodoro
Contributor
3 years ago
Apprentice
SvendKApprentice

Ticket list: Move ticket ID first in the Subject or better, move it to it's own columnClosed

It’s not easy to get a nice overview of the ticket ID’s in a list view, because you add the #ID after the Subject, so it’s not tabular. Please either move it to the front of the Subject or better, move it to it’s own column :-)  

1
Josh.Teodoro
Contributor
3 years ago
Contributor
ThorstenContributor

Newsfeed subscription for knowledge baseClosed

Hi,One feature our customers constantly ask for is the option to subscribe to a newsfeed in our Help Center (knowledge base in Freshdesk).Ideally, customers would like the option to subscribe to:…the entire knowledge base …individual categories …individual folders …individual articlesWhen a customer then subscribed to the entire knowledge base, for instance, he would get an email as soon as we post a new article.Similarly, when a customer only subscribed to an individual folder, he would receive an email as soon as a new article is posted within that particular folder.I would be great to get this feature as soon as possible.ThanksThorsten

1
3 years ago
Skilled Expert
athomasSkilled Expert

Ticket Export DateClosed

It would be a huge time saver if we could type in the dates here when exporting tickets instead of having to use the arrows and click on the calendar dates directly. It would also be helpful if the export would use the current dates from your filter applied automatically instead of defaulting to 7 days. Or if the PICK TIME RANGE option defaulted to the dates in the filter you have applied from the dropdown list. This example all the tickets are from 2022, so I need to go back 12-24 pages when selecting my dates. 

0
Skilled Expert
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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