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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

Back to top of the list
giuliano.nora
Contributor
giuliano.noraContributor

Custom field in FreshDesk Time entriesClosed

It would be very useful if you could create custom fields in time entries in FreshDesk (and manage by API, too).In Freshservice this feature is already available, it would be a good feature in FreshDesk, too.

0
giuliano.nora
Contributor
3 years ago
kevin.c
Apprentice
kevin.cApprentice

Filter Conversations From LabelsClosed

Hi Freshworks Team,We have a customer that wants to filter conversations based on labels. So if we filter based on the Feature Request label, conversations that have been labeled as Feature Request can be shown in the chat list.The ability to make a custom view by the label.​​​ Thank you.

0
kevin.c
Apprentice
3 years ago
KrisC
Skilled Expert
KrisCSkilled Expert

Form FieldsFuture Consideration

Hi all, Couple requests to the form fields. Support all HTML input types, one type I would love to see added is the phone number field so it can be formatted correctly and validated by the browser vs trying to script it out in a workflow.  Another lovely addition would being able to customize the values of select fields. Here is my use case, I have a WA that adds a user to a group depending on the group name selected in the field. Currently I have a WA that compares the selection to a value I put in conditional block and it does work just fine however as we add more groups there will be more steps in the automation. Looking to clean up the automation and reduce the steps. What would be awesome is the ability to assign a custom value to the select box that is different than the label. For example the label could be “Example Group” but the value would actually be “example@example.com”. This would reduce the overhead in managing workflows by being able to use a place holder in the workflow and could get rid of all the conditional blocks that do the same thing. 

2
alyssia.correa
3 years ago
Apprentice
marlon.vanspronsenApprentice

Improving the "Sort by" functionClosed

I think it would be great if the “Sort by” function in the ticket view gets improved. There are two things I don’t like about it.  First, Sorting feature is very limited. We have all these great metrics in tickets, but we are unable sort the ticket views on this, Why? Things like company, agent, Note, product. Or even better, all the custom ticket fields that you can create. It would be so nice if we can sort on this.  Second thing I think is strange, but not really a super big issue, the sorting on status feature. You can create different statuses in the Admin → ticket fields menu. Also you can rearrange these statuses the way you want them to be listed when you choose a status for a ticket. But when you sort a ticket view on status, it does not sort in the way you rearranged the statuses. It sorts in the way the statuses are created. Bit strange I think.I asked the support it this is correct or if it a malfunctioning of the system, but it seems to be correct.  I think the sort function is an important thing for support departments to make the ticket mess a bit more clear. So I think it can be improved in Freshdesk.

3
3 years ago
Skilled Expert
cody.pieperSkilled Expert

Azure AD Orch - App idea for MSPsClosed

Hi all,I have an idea that I think would take the Azure AD Orch app to a new level, particularly for MSP organisations.For anyone not familiar, the app allows for multiple ‘Configurations’ to be set, that connect to different Azure AD App Registrations.You can then call a configuration and complete a load of Azure AD actions in a Worfklow Automator (which is simply amazing).  There is one limitation for MSPs looking to use the app with multiple client tenants; There is no way to dynamically set the configuration on the condition (for example: a ticket requester company). This means that for every additional configuration you’d like to include in a workflow, you need an additional condition node and workflow path. Freshservice can’t merge workflow paths (understandably), so this gets out of hand very quickly with just a few client companies and actions following the app being called. Imagine the following example, but with tens of companies and many more actions to create and maintain: My idea (and this years birthday candle wish 😂) is when calling the App in a Workflow, for the ‘Configuration’ dropdown list to either be a plain textbox include the option to manually enter a Configuration name in a subsequent textbox.This would allow a single workflow path to service many multiple configurations by use of placeholders (either through placeholder fields, or custom object lookups) and really take the app to the next level for MSPs (whom Freshservice caters too very well in the platform itself).Let me know what you think!Kind regards,Cody P

2
Skilled Expert
3 years ago
Apprentice
joe_20185Apprentice

Adding Freshdesk as a website in TeamsClosed

Hi,I am currently doing some testing to try and integrate Freshdesk with Teams. I am trying to add a website tab to link to my ticket overview in Freshdesk but when I log in through the Teams tab it says You are not allowed to access this page!I am using the same login details that I use through Chrome browser.

2
Knower
3 years ago
Contributor
atinContributor

Able to expand/collapse contentClosed

I am surprised this is not already available. We would like to be able to have content that can be expanded and collapsed within an article.See an example below. 

2
Contributor
3 years ago
reuven
Skilled Expert
reuvenSkilled Expert

Please add a NOTE section for each automation, description title alone is not enough for something complexClosed

We need to add some detailed notes on why/how some automations are working!

1
KrisC
Skilled Expert
3 years ago
christos.patsiouras
Apprentice
christos.patsiourasApprentice

Export linked Jira ticketsClosed

For those using the ATLASSIAN JIRA PLUS App, It would be nice if there is a way to export the linked Jira tickets of each Freshdesk ticket. this could be helpful in case a Freshdesk portal migrations this could be helpful for reporting reasons. (knowing for the percentage of the total tickets for which a Jira ticket was created and linked)

0
christos.patsiouras
Apprentice
3 years ago
malokt

Solutions: Sort, Reorder, Show/Hide ColumnsClosed

We would like the simple ability to sort, reorder and show/hide columns in Solutions (and frankly, in all table views) just like any other table function in the world, by clicking the header and resizing the columns, etc.  Having to go to a menu to reorder and drag is very limiting, and that option is not always available, anyway.For instance, the Articles column is not sortable, and we don’t care about “Helpful,” “Not Helpful,” “Views,” so we have to scroll way right to get to columns we do care about.  We can’t always have Fresh take up our entire screen, so being able to customize our view is essential  

0
3 years ago
Jayesh urath
Contributor
Jayesh urathContributor

Why not switch to agent portal?Closed

In Freshservice, from the agent side there is an option to switch to end user portal Why not add an option to switch to agent portal?jQuery("#user-dropdown").append('<a href="/helpdesk" role="menuitem" aria-controls="page-main">Visit Agent Portal</a>');This does it for you  

1
JoshD
3 years ago
Apprentice
shawn.keimApprentice

MS Teams integrationapClosed

Unlike the Slack integration, The MS teams integration only allows you to push a message to a public channel.   This greatly limits it’s use as many channels are private to allow only selected members of a team to send/receive messages. Examples:Managers (only would have team leads/managers in it) Power BI (would only have PowerBI team in it) Level 1 (would only have level 1 support in it) ….  

0
Apprentice
3 years ago
dwood
Apprentice
dwoodApprentice

Limit email notifications by groupClosed

Each group has a different request for what email notifications they receive.   Currently in Freshdesk and in FreshService the notification applies to all groups.   I would like to be able to select the groups which the notification are sent.    

0
dwood
Apprentice
3 years ago
Apprentice
matthew.osmanApprentice

Stop removing names from the "to" fieldClosed

If someone adds a new email to the “to” field in Outlook when they are responding to a ticket the names are removed from the “to" field in Freshdesk. These names should be moved to the CC field the same way as the names are moved when the ticket is created or it should allow multiple names to be in the “to" field.

0
Apprentice
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

Link to Solution Article from Ticket ReplyClosed

I would like to easily link to a solution article from the ticket editor the same way I can from a solution article.Ticket editor:Solution article:I don’t want to insert the solution article text into the ticket reply because we use different styling (larger font size) for solution articles than for ticket replies.Having to manually locate the solution article and copy-and-paste the URL is inconvenient.

0
Kaley White
Contributor
3 years ago
Apprentice
m.a.l.Apprentice

Add additional filtering for the ticketsClosed

Add additional filtering for the tickets1. Add filter by waiting since (lastly engaged ticket).- We need filter to sort the tickets in a way to see which is the oldest ticket that’s waiting for a reply. Currently, we can sort them as lastly modified, but this is not effective when users are updating their tickets and modifying them. We need to see the tickets that are waiting for a reply since, regardless how much the user updated their ticket.Currently, the last modified filter doesn’t filter them correctly as per the below picture: 2. Add filter sorting the ticket only for those that doesn’t have a reply.- We need to filter tickets that are only without a reply.Currently, we can sort the tickets as newly created for a specific date, but also tickets that are replied for that day are appearing. We can’t see only tickets without a reply and are with open status:  

0
Apprentice
3 years ago
reuven
Skilled Expert
reuvenSkilled Expert

We NEED to see deleted or spam tickets in a customers timeline so we can find them easily when checking for errorsClosed

We have all sorts of automations which trash tickets or send to spam….   sometimes a customer claims to have sent in a ticket, so if an automation wasn’t set up right it could have sent their ticket to spam or the trash, and we have no way to check that.

0
reuven
Skilled Expert
3 years ago
Apprentice
brendon.allenApprentice

Custom Fields for Time EntryClosed

Can we please get a feature to add Custom Fields to TIme Entries.As we have different people working on the same ticket, we have tiers of pricing depending on the type of work that is performed, so the ability to add Level 1, 2 or 3 to a time entry is really handy. Abilities for Custom Fields would sit this fine.

1
giuliano.nora
Contributor
3 years ago
Contributor
ZakPContributor

Ability to select tags from ticket list/filter view screenClosed

Right now the only way to apply or change a tag on a ticket is to go into the ticket. It would be nice if we could do that from the ticket list/filter view screen. It lets you see which tags are applied from this screen, but doesn’t let you change them. Also being able to pick from a drop-down of tags set up for your team would be nice.This would greatly help some of our teams that use tags heavily in their workflows.As you can see from the screenshot below, tags can be viewed from this screen. The problem is that they cannot be changed. 

0
Contributor
3 years ago
jarrod28
Apprentice
jarrod28Apprentice

API Usage ReportingClosed

Hi Freshworks, we recently had some issues with our API limit being breached which turned out to be an incorrect conversion from V1 to V2 on our side. The problem was that it took months for Freshworks to identify the troublesome API call and user account, and we’re were completely in the dark. Our API usage and errors are a complete black box to us. I’d love to see a standard API usage report in Analytics that shows things like most common URLs called, top API users, what the usage is compared to the API plan, and what errors if any there are. Please empower your users to use your APIs.

0
jarrod28
Apprentice
3 years ago
julia.a
Top Contributor ⭐
julia.aTop Contributor ⭐

Analytics: Average Handling Time by TagClosed

With the new Average Handling Time (AHT) feature I was surprised to see that it’s not possible to create an Analytics report that includes the AHT grouped by Tag and I think this functionality should definitely be added.Based on an e-mail I had with Freshdesk support end of March “they do not have any plans as such to add the same”.

0
julia.a
Top Contributor ⭐
3 years ago
Apprentice
fresherdeskApprentice

Additional button to open all conversations / activitiesClosed

Additional button to open all conversations in ticket view, instead of only:Additional button to open all activities in activities view, instead of only:Currently, in both views, one has to click these buttons multiple times, if the ticket has a long conversation or activities history. 

0
Apprentice
3 years ago
Apprentice
mbleamerApprentice

Display an expired message when the link to a scheduled export expires.Closed

For scheduled data exports, it seems the link that is sent is only valid for 24 hours.  When clicking on the link past 24 hours to retrieve the data, you get a webpage with a cryptic error message.  It would be helpful if that page would instead display a message notifying the user of the 24 hour limit, along with the suggestion to resubmit the data request.

0
Apprentice
3 years ago
Andy Wu
Apprentice
Andy WuApprentice

NotificationsClosed

Suggestion to add in a notification to assigned agents when collaborators respond to tickets.

0
Andy Wu
Apprentice
3 years ago
Skilled Expert
sean.groomesSkilled Expert

Change the standard of how your support technicians respond to save timeClosed

After 4 years I am getting tired of this scenario happening. I post a detail question with exact needs and a screenshot or video of the issue. I wait for a response The first response is “Hi I hope you are doing well”, completely ignoring the question and infromation I’ve already given. I have to reply “good” I then wait even longer for a response that could have already been answered with the very details an information I’ve already given because of this.Does it not make more sense to just have your technicians respond to the question being asked instead of pro-longing with pleasantries?If I send an email to support, do you reply with “How are you doing!”No.It should be the same for support chats. 

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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