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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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JGFresh
Apprentice
JGFreshApprentice

Formatting/Content Fields for Asset Types/FieldsClosed

There should be a way to add segments (line breaks, formatting options, headers, etc) when you are editing asset types/fields. This would allow for a much cleaner asset look and the ability to segment data into sections for relevant parties.

0
JGFresh
Apprentice
3 years ago
Contributor
Toni-MarieBContributor

Ad-hoc opt out of requester notificationsClosed

Some requests we get through to support are not something the support team can help with (e.g. commercial requests from requesters). In this case we hand over the email chain to the relevant people and close the ticket from the support side.Unfortunately, if the agent doesn’t let the requester know they will receive a “ticket closed” notification, the requester gets confused/ annoyed thinking the business has closed their request when we haven’t. It’s just being dealt with by someone outside of support.It would be great to have the option to specify on tickets that changing the status would not trigger the related notification on an ad-hoc basis. 

0
Contributor
3 years ago
Contributor
Toni-MarieBContributor

Bigger private/ public note text boxClosed

When adding a private or public note which include images/ screenshots, the box to write the note in is quite small. It means that the user has to scroll through the screenshots to write their notes, and gthe user can't get a whole look at the note they're writing. It would be great if users could see the whole note they're writing.

0
Contributor
3 years ago
Contributor
martrevisanContributor

Scheduler - To include placeholdersClosed

Scheduler tickets is really a good function but it would be really ideal, if you can create a placeholder within the subject of the ticket to include day of the week or month for example.

3
Daniel Söderlund
3 years ago
Contributor
DMTJMONContributor

Service Item VariationClosed

I was wondering if there is a way to add variations to a service item that will update the cost of the item.  For exampleOrder an iPhone, The costs depend on the size of the hard drive. It would be AWESOME if we could make only 1 item and have variation on the size of the hard drive. 

6
Contributor
3 years ago
Apprentice
MousemanApprentice

option to add extra users in To field.Closed

We discovered that al lot of customers don’t pay attention in receiving mail when they are in de CC field. Some of them have even rules for that to give it a low priority . This means that if there are tickets that have to get a high priority they don’t see it. a lot of ticket we receive concerns for more than one user and that means that only one person wil see this as a regulair mail with correct priority because they ar een the To field. in other helpdesk systems we have the option to add extra To users so we wil ask if there could be an option for that?

0
Apprentice
3 years ago
Contributor
martrevisanContributor

Copy Requested Item Content to a private note when ticket type is changed from Service Request to IncidentClosed

I believe this should be implemented since currently, when you convert a SR to an INC, the requested item is deleted, therefore you have a ticket with no details! So what’s the point of the option to switch between SR to INC when the agent cannot see the detail of the ticket.Additionally, the information is not stored in the activities tab. 

8
Daniel Söderlund
3 years ago
Contributor
sbeesonContributor

Add "Close Date" or "Resolved Date" to filter for ticket listClosed

Management wants to be able to list all tickets closed by a particular agent in a given week.  I don't see any way to do this currently.

2
laura_armstrong
Apprentice
3 years ago
laura_armstrong
Apprentice
laura_armstrongApprentice

Recently Viewed ListClosed

I want a standard list view for “Recently Viewed Tickets”. This is something that Salesforce list views and other tools have been doing since the beginning of time. Give me a list of the last 20 tickets I viewed. This would help immensely when you are multitasking, can’t quickly find something. Seems essentials for larger orgs. 

0
laura_armstrong
Apprentice
3 years ago
laura_armstrong
Apprentice
laura_armstrongApprentice

Filter lists on any standard date fieldClosed

Pretty simple: I want to filter some of my list views based on Closed Date. I really think that I should be able to filter a list view on any standard date field:  Last Updated Date, Resolved Date, Closed Date.The fact that only Created Date is offered is silly. 

0
laura_armstrong
Apprentice
3 years ago
Contributor
len.smithContributor

Support the ability to Export the results of a filtered Company or Contact view.Closed

I had created a filtered list of customers and the list was a bit too long for a screenshot, so thought "Hey, I'll export the list.  That's easy."  Well, it seems that you currently don't support that feature if the Company list is filtered, as you can see from the screen shot below.  If this is a bug, can you please correct it?  If this is "as designed," please consider making the change to include this feature.  Thanks.

2
cazalbe
3 years ago
Apprentice
vmrg.comApprentice

Proper First Response Time calculation for the merged ticketsClosed

Hi everyone! Hope we are not alone with this and FD team will have this resolved. So if I merge a ticket created on sept 27 to a ticket created on oct 27 then the First response for the Oct 27 ticket would be “-1M”.Such values could be found in the analytics and this concerns our managers as we do have the business processes linked to the First Response time calculation and it is really odd to have such numbers in the report.The only way to avoid getting those numbers in the report is to go through all the tickets, find the one where the negative value arrives, and exclude it from the search using filters.The search process is as awkward as heck. You should either review the tickets manually and compare their Create and First Response dates, or you may try to play with the filter and after a couple (10+ in my case) iterations you will find the id of the necessary ticket. If anyone facing the same and has any ideas on how to make it easier I would be happy to review and test your suggestions.Otherwise, Freshdesk team, we really need your help here.

1
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

Link to section in solution articleClosed

We can currently easily link to a solution article from a ticket thread or another solution article:In HTML, the link would be <a href=“https://limbus-ai.freshdesk.com/a/solutions/articles/73000608658”>. I’d like to instead link to a certain section of a solution article. For example, to the effect of this HTML: <a href=“https://limbus-ai.freshdesk.com/a/solutions/articles/73000608658#Event%20Viewer”>. 

0
Kaley White
Contributor
3 years ago
Apprentice
milan.klimesApprentice

SAP B1 integrationClosed

Hi All,I'd like to ask whether is possible to integrate the freshdesk support tickets with SAP B1 backend system?Any ideas?CheersMilan

13
arpatna
3 years ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Bulk add-watcher to ticketsClosed

I would love the ability to add myself as watch in-bulk to tickets.  When an agent is out of the office for an extended period, the next tier of agents take turns monitoring the absent agent’s tickets during that absence.  It would be handy if we could select all tickets in that agent’s queue and make ourselves watcher using a Bulk action.  As it is, it appears we need to open each ticket individually to make ourselves watchers.

1
Preethi S
3 years ago
Apprentice
SharkeyApprentice

Hide in Use Assets on a Service RequestClosed

We would like to automate phone number provisioning during onboarding.  This requires hiding phone numbers that are currently in use so the requestor can only select an available phone number from the pool.  Unfortunately, there is currently no way to hide in use assets on a service request so unavailable numbers are shown.

1
Preethi S
3 years ago
Belen Haberkon
Contributor
Belen HaberkonContributor

Folders & Sub-Folders for Canned ResponsesClosed

Hi Team,We would like to organize the Canned Responses by folders and subfolders. For example: 1º Folder - Buyer2º Folder - Bought3º Folder - Delivery Help4º Folder - General how-to/supportI tried to test if it's possible (create a subfolder) but I can't. When I click on CREATE FOLDER, within BOUGHT folder. The folder created "Test Subfolder", it's created out of BOUGHT, no inside this folder.  Seems to be something requested in the past, because I can see one Related topics: 3 tiered structure for Canned Responses Would it be possible to add this functionality to make the search easier and have them better organized?Thanks in advance! 

2
Khanco
3 years ago
julien.merice
Apprentice
julien.mericeApprentice

Activation EmailClosed

It would be interesting to be able to send an activation email according to the desired portal.Indeed, to date the link of the activation email only redirects to the main portal.However, it can be useful to segment users by portals.In advance, thank you for considering this comment.Good day.

0
julien.merice
Apprentice
3 years ago
Apprentice
E102494Apprentice

Reading Pane option in FreshdeskClosed

Looking on Reading Pane option in Freshdesk for easily to view ticket   Expecting over on below outlook format.  

0
Apprentice
3 years ago
JavierSilva2344
Apprentice
JavierSilva2344Apprentice

Checkboxes in Summary, Public and Private notesClosed

Hi, It would be nice to have the option to use checkboxes in the Summary, Public and Private note boxes.This would allow us to set items on the ticket and mark as completed on the go. Thanks!

0
JavierSilva2344
Apprentice
3 years ago
Natalia
Apprentice
NataliaApprentice

Change the custom dropdown ticket field named eg. country from the table view ticket view pageClosed

It would be great to be able to change it from here: 

0
Natalia
Apprentice
3 years ago
Inês
Apprentice
InêsApprentice

Translate default statusesClosed

We serve customers in many different languages, which we have activated on Freshdesk so customers can choose their native language while on our public customer portal (help center). We have downloaded the translation files and translated all possible helpdesk and help center fields into each language we serve.However, there is a limitation on the default tickets fields’ translation - they don’t show on the translation files and cannot possibly be translated into other languages, remaining always in English. This means that, on our help center’s ticket section, when customers consult their ticket history in their native language, they will be faced with some statuses in English. This is, of course, cumbersome, as it seems like a lack of care on our end, and many customers don’t even understand English so they don’t know what certain statuses mean.Therefore, our suggestion is for Freshdesk to allow the translation of all fields (especially public ones), namely of the default statuses Open, Pending, Resolved and Closed.Thank you for your attention :)

0
Inês
Apprentice
3 years ago
JCMLI1973
Skilled Expert
JCMLI1973Skilled Expert

Fix forum in topic post to eliminate customer posting in wrong forumClosed

We have multiple forums and when a customer goes to post a topic under a particular forum they are being presented with a drop down list of the forums to post in despite the fact that they are in the particular forum. This is an issue for us as it can create errors of posts being put in wrong forums. the suggestion here would be to lock the forum in.

0
JCMLI1973
Skilled Expert
3 years ago
DGraban
Apprentice
DGrabanApprentice

Threads - fullscreenClosed

Currently, using the threads, it displays on the side. There is no option to display the thread in the center/enlarged.I think such an option would be useful, because sometimes discussing a topic in a thread takes on a larger scale than the final answer to a customer's question. Bellow what I would like to achieve :)Or fullscreen like when you press enralge button in replay.  

0
DGraban
Apprentice
3 years ago
Contributor
campbellwildContributor

Access to email headersClosed

It would be useful to create workflows based upon email headers.  For example, we have two different customers who use the same domain name for their email address.  We are able to distinguish which customer they are by other fields within the email header.  It would be nice to be able to pull these values out and use them when assigning customers or other workflows.

8
303
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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