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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
Apprentice
mchristiansonApprentice

mobile app notification soundsClosed

The app is really winning over the team. Our group is not huge and many times we schedule them to be on site at a client. The mobile app is a great way for them to keep on top of issues, response on the go and not need the laptop attached to them.With that said one other issue is our overnight 'on call' technicians. We carefully forward our helpdesk phone line to the on call technicians cell phone nights and weekends and then the incoming emails get a little neglected. With Kaseya and Baracuda monitoring there are times when an alert to a down or degraded system hits the help desk but it might be hard to spot.A suggestion would be that in your mobile app you allow for the selection of ringtones for notifications that could be different than the default notifications on our phones. It would REALLY be helpful if we could set different notification sounds for each PRIORITY level (or at least URGENT) where we could set off the crazy Submarine diving alarm or other sound that would wake a tech from a dead sleep.Thanks again for your consideration, keep up the great work.

9
ChrisRogersRVA
3 years ago
BryceK
Top Contributor ⭐
BryceKTop Contributor ⭐

View all file attachments in a projectClosed

Please add a feature to see all attachments that are in a single project on the project plan page. This will allow agents and project managers to view all attachments in once place opposed to having to open each task to get there.There could even be an additional filter where if task has attachment=true.This would avoid an agent having to open each task to find were a specific file was saved.Would this help you too? Please upvote

1
Top Contributor ⭐
3 years ago
Apprentice
m.a.l.Apprentice

Improving surveys featureClosed

Hello,I am noticing 2 big problems with the surveys features.Quick summary of the problems I am facing:I am using the CSAT for NPS monitoring with scale 1-7, since freshdesk is not supporting yet 1-10 point scale yet, although it was promised to be available in middle of March. Problem 1: Missing functionality to exclude specific rating, which is not applicable for the question given when closing a ticket.The only possible way to exclude it is to delete the ticket, but that is totally not practical, since you are losing the ticket history with that contact ! We should have an option - exclude this rating from statistics and this rating should be not counting at all, but stays in separate field - "excluded" ratings for example. Problem 2: I am using the CSAT for NPS statistics. The logic for calculating NPS score is clear: Positive feedback - negative feedback / all feedbacks received  (Passive not included) . Sometimes clients are rating us with extremely dissatisfied rating instead extremely satisfied by mistake. If we ask them to fix their rating is not valid for our case, because they hit extremely satisfied rating now, you have 1x extremely dissatisfied and 1x extremely satisfied, which is basically not counted with NPS calculation, since you are calculating positive minus negative, which in this case would be equal to 0. So if we really want the rating to be correct, we have to tell customer to rate us 2x extremely satisfied due to wrong logic from freshdesk, which is not good approach for the client. Basically, if client rate us again, the first rating must be automatically removed.  Please take these 2 problems under considerations since I would be not first freshdesk customer, which is facing the same difficulties.  

0
Apprentice
3 years ago
Apprentice
CrestaJApprentice

Ability to Remove specific tags in automation rulesClosed

It would be great if there was the ability to remove specific ticket tags based on the automation rules set. This would allow for creating rules that better prioritise ticket workflows.Example: Based on certain ticket criteria there can be a rule to add “priority level 2” tag, if after x days, no agent has responded to the customer, I would want a second rule to run that removes the “priority level 2” tag from the ticket and adds “priority level 1” tag. 

1
Alvin_L
3 years ago
danapromethean
Apprentice
danaprometheanApprentice

Add placeholder option for 'Set Used by' when creating an automation for assetsClosed

I was trying to create an automation to set ‘Used by’ for assets to the ‘last logged in user’ which is pulled from our RMM into Freshservice. The automation for assets only let’s you enter specific users for the ‘Set Used by’ action. Other actions in the list have options to use a placeholder and it doesn’t make sense to me that Set Used By can’t also use placeholders.  

1
3 years ago
reuven
Skilled Expert
reuvenSkilled Expert

Fix timeline to include ALL unresolved tickets i.e. pending etc.Closed

Right now we can only see the open status tickets in a customer timeline, often there are relevant pending tickets which need to be merged together but we can’t see them at all. This often causes confusion when we get a new ticket sent in (when not a response to a previous ticket which is currently pending and therefore hidden) and we are not aware there’s a previous ticket somewhere in an agent’s pending list.

1
reuven
Skilled Expert
3 years ago
vidnick
Apprentice
vidnickApprentice

FreshChat Automation APIClosed

The automations API in FreshDesk worked great for us migrating from Zendesk to FreshDesk, however it would be even better if the same api type existed for FreshChat in order for us to apply specific client notes to the chat so the agent doesn’t need to switch back and forth from FreshChat and FreshDesk to observe the notes for the client. For now, we will be doing them manually as time permits as there is no other choice.

0
vidnick
Apprentice
3 years ago
DP87
Apprentice
DP87Apprentice

Split Group and Agent in Ticket DashboardClosed

We have a simple use case whereby we do not assign Agents to a Group. In that case, we do not want to display Group in the Dashboard, as it is always empty; we only want to display Agent. Currently that is not possible as both columns must be added to or removed from the dashboard as one. 

0
DP87
Apprentice
3 years ago
Skilled Expert
athomasSkilled Expert

Sort by CategoryClosed

Can we sort by Customer, group, priority, tag, etc… all in the current view, without having to filter by those specific areas. Maybe I want to answer all the open tickets by one customer so I can answer them all more quickly than filtering by each customer. There may only be a handful, I don’t want to filter each one out. I just want to see it all in the current view.You can enter little carrots to sort by each category as shown below.  

0
Skilled Expert
3 years ago
reuven
Skilled Expert
reuvenSkilled Expert

Add Freshdesk filter for "all unresolved status EXCEPT for open" i.e. only pending, waiting, etc.Closed

This would help to find agents tickets they may be unaware of that are still open.

0
reuven
Skilled Expert
3 years ago
Contributor
anders.grapeContributor

Filtering options in Service portalClosed

It would be useful to have information to which agent group that the tickets is assigned to in the Service portal under tickets and be able to filter on them.  

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

Enlarge agents' signature input fieldsClosed

Please enlarge - or let users manually enlarge - agents’ signature input fields in the Admin menu, it’s way too small: 

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

Using default fields in dynamic sectionsClosed

Hi,We’d like to create 2 sections, based on the default “Type” field. 1 section for Change requests and 1 for Incidents.In the change request field we don’t want to display the Priority field but in the Incident section we do. Now we can’t accomplish this because Priority is a default field, and those can’t be used in sections.Same with possible other default fields which we only want to show in 1 section and not the other.It would help us if this is made possible.

0
Apprentice
3 years ago
andresmejia84
Apprentice
andresmejia84Apprentice

Fields with Embedded LinksClosed

Hi there. It would be nice to have the opportunity to insert links into text for fields.Eg: Checkbox Field: Accept Terms and Conditions.  The user should read the terms and conditions before checking the box. Normally this terms and conditions are published in the company web site, but  today is not possible to insert that URL into the “Aceppt Terms and Condition” text so the user could go and read it. Today we have to put the url next to the text, and is not elegant.

0
andresmejia84
Apprentice
3 years ago
Top Contributor ⭐
zachscottTop Contributor ⭐

Project Overview should be opening tabClosed

With regards to projects, I know you can see a project overview as a popup on the right hand side when you actually find the overview button. However, I think the overview should be a tab all on its own. A main page where you can see all relevant information for a project, along with specific attachments and links.  

0
Top Contributor ⭐
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

Choose display fields in contacts tableClosed

I would like to choose the contact fields to display in the contacts table. My use case is that I want to see two of my custom customer fields, “Role” and “Activation email sent,” so I can easily determine which contacts I need to send an activation email to. Adding diplay fields would crowd the table, so I’d also like to hide other, irrelevant fields, such as “Facebook” and “Twitter.” A dynamic column name filter similar to Mixpanel’s would be handy! 

0
Kaley White
Contributor
3 years ago
Apprentice
JnavarroApprentice

Freshservice sending outbound email as in FreshdeskClosed

We would need to be to be able to send proactive emails from Freshservice as we can do in Freshdesk using “Outbound Email” feature.We are using Freshservice not only for IT department and our Corporate Service teams need to be able to reach out proactively a contact and ensure the tracking and followup through the system.This feature is really useful in Freshdesk and we were not able as of now to find a workaround in Freshservice.Thanks,Julien

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

Alert tickets based on status of ServicesClosed

Hello, As of today ticket are raised when a monitoring system sends in a Alert when a device is down. Alerts are aggregated using rules or Freddy and as I understand one of the alerts in the ticket get status Up the ticket will  be closed ( if it is set to do that )  What I want to see is that the Services module should create ticket and set the status and priority. Example: You have a large office (that  you setup the network as services) with a firewall, switches, access points and other devices you are montering goes down due to power failure. A ticket is created with all the alarms for that office(service) attached to it. When the firewall comes up the ticket would still be open but having status  “degraded” until all devices have been reported up. This way you can follow  and not loos the control.  

0
Daniel Söderlund
Top Contributor ⭐
3 years ago
Apprentice
andre.aufrancApprentice

Scenario Automation - Current date on date filedClosed

How can I set the current date on date field when running scenario automation?

10
3 years ago
Apprentice
robbiekiblerApprentice

Filter Monitoring ToolsClosed

Hello, when using the monitoring tools screen for alert management, if we have too many tools listed, it puts the items on different pages. It would be helpful if we could filter them by name, service, type (email or webhook), etc.

0
Apprentice
3 years ago
Emet-Selch
Apprentice
Emet-SelchApprentice

reply text gui does not have "Remove formatting" optionClosed

I can see "Remove formatting" botton in new ticket text box but When we replay from ticket, we cannot see "Remove formatting" botton.Why don’t you have Remove formatting botton in replay text box. 

0
Emet-Selch
Apprentice
3 years ago
Jitendsh
Apprentice
JitendshApprentice

Adding colors to Tags, & highlight tickets based on Priorities, for quick actionClosed

Hi Team, It would be nice, if we can add conditional formatting to tickets,   Tags can have colors, priority based.

0
Jitendsh
Apprentice
3 years ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Ability for Agent to remove cc'd parties from all future repliesFuture Consideration

We have had instances where a 3rd party originally cc:d on a ticket does not need to continue on that ticket’s thread.  Yes, the Agent can remove that CC while replying but it pops back on the next time they reply and it is very easy to forget to do so.I’d love to see a way for the Agent to deliberately edit the list of addresses being pulled onto the CC line so that it adjusts the cc list for all future replies on that ticket.

2
3 years ago
AaronParker
Skilled Expert
AaronParkerSkilled Expert

Custom Fonts for Responses and ArticlesClosed

Hey there,I’d like to suggest the ability to upload a custom font to Freshworks products. It would be really on brand to reply to customers with our charity’s bespoke font and improve the professional feel of our response & articles we provide to customers.I have been asked to raise this as this could be a potential feature request for other customers of Freshdesk.

1
Kaley White
Contributor
3 years ago
amandal
Apprentice
amandalApprentice

Create Accounts (along with contact) from FormsClosed

I spend a lot of time having to make accounts for contacts that submit a form. Why is there no way for an account to get created when someone submits a form.

1
Nielsg
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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