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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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reuven
Skilled Expert
reuvenSkilled Expert

Please include source info into the merge note, i.e. email & time of creationClosed

With multiple merges, often from different email sources, since the source and time are not included in the merged note we can end up with a confusing mess, not clear which tickets (now notes) came in first or what order, and if it was from a different source. This is much more important to import to the main ticket than the “subject”  and we would love to see it included every time.

0
reuven
Skilled Expert
3 years ago
Apprentice
MartijnvdwApprentice

Enable to give more often feedback than once.Closed

We have the issue when we (costumors = colleagues) give feedback on an article for internal use, and that article is updated, that same person can’t give new feedback. The option to give feedback does not appear.Please give the option to give more often feedback than once. Especially for internal use.

0
Apprentice
3 years ago
guntws
Contributor
guntwsContributor

Want the ticket activity log showing the before and after value for the field text typeClosed

Hello For the activity log, we cannot see the previous value before the "short text" custom field this could be benefit under the objective of tracking what happen to the ticket. Could you please consider and develop this feature, please? Thank you,GUN

1
guntws
Contributor
3 years ago
TessJ
Apprentice
TessJApprentice

Include the Contact when Exporting a Company ListClosed

It would be extremely helpful to include the attached contact when you are exporting a list of companies. This is very important in our marketing and outreach. We would love to integrate it into our everyday coms to ensure that no details are missed, rather than have a separate, manual process. 

1
vinayakjjw
3 years ago
Top Contributor ⭐
zachscottTop Contributor ⭐

Sort/Search option for SchedulerClosed

Hello, As our team grows and keeps getting recurring tasks, I would like the ability to search, sort or filter our scheduled tickets within the scheduler. It makes it difficult when looking for one to modify, or see how many we have for a particular queue. Thank you in advance!Zach

0
Top Contributor ⭐
3 years ago
e.c.kane
Skilled Expert
e.c.kaneSkilled Expert

Scheduled exportsClosed

Add a monthly frequency? Seems very strange to have hourly, daily and weekly but not monthly as well. This is a pretty common report frequency. 

2
vinayakjjw
3 years ago
AaronParker
Skilled Expert
AaronParkerSkilled Expert

Being able to select Impacted Tickets in AutomationsClosed

Hello all,An idea that has just come to mind which I think would be incredibly useful is being able to make the section in Automations where it says how many impacted tickets an automation has affected in the last 7 days a hyperlink and have it display the tickets the automation has applied to.This would allow me to quickly find the tickets an automation has been set up for and ensure the automation is working as expected.Hope this makes sense!Thanks.

0
AaronParker
Skilled Expert
3 years ago
antonk
Apprentice
antonkApprentice

Online panel for agents in freshdeskClosed

We need for agents to see this panel. We understand that the panel is for admins, but our agents need to see number of available agents. They don’t need opportunity to turn on other agents. They only need to see the number of online. 

0
antonk
Apprentice
3 years ago
Contributor
LukeACContributor

Alerts - Additional auth types or conditions when creating webhook monitorsClosed

Currently we manage quite a few Cradlepoint devices for our customers. The management interface for Cradlepoint allows webhooks, but the only authentication type allowed has a character limit of 64 characters.The ability to change the character amount or authentication type, among others, when creating the webhook would help with vendors that have these requirements.

4
Contributor
3 years ago
Apprentice
skuersApprentice

Suppress ticket creation on certain phone numbersClosed

We integrated Freshdesk in our 3CX system.Now every call creates a ticket.So far so good - but it would be nice, if one could say that certain numbers do not create tickets (for example phone numbers of employees calling in etc.)

0
Apprentice
3 years ago
jyceas
Apprentice
jyceasApprentice

Actual Time spent per agent instead of Average Handling TimeClosed

It’s best if Freshworks could provide reports on time spent by each agent on every ticket throughout ticket lifecyle, i.e. upon assigned to each agent until it was reassigned/closed. Currently the only available parameter is AHT which only capture time when agent is accessing the ticket, but not able to track time passed when the ticket is left unattended upon assignment.

1
Srimadhavan Sarangarajan
3 years ago
SupportHubP
Apprentice
SupportHubPApprentice

Dashboard improvement proposal : Unresolved tickets areaClosed

Dear all, I find the Dashboard “Unresolved”/”Open”/”On hold” default shortcuts very useful, bu tI believe a nice improvement could be brought to the bottom “Uresolved tickets” summary:why not provide a direct shortcut to the appropriate Tickets filter, on the provided amounts? why not add an “On hold” column as well? (featured with similar direct filter shortcut)  

2
SupportHubP
Apprentice
3 years ago
e.c.kane
Skilled Expert
e.c.kaneSkilled Expert

A-Z sort on dropdown fieldsClosed

Would be good to have an option to sort dropdown choices by A-Z in addition to manual drag and move functionality. 

0
e.c.kane
Skilled Expert
3 years ago
jyceas
Apprentice
jyceasApprentice

Able to filter tickets/report by customer segmentClosed

Appreciate it if Ticket search and reports could have filter of customer segments. No point segmentizing the contacts but could not use the segment info in tickets/reports filtering.

1
aravind.sundararajan
3 years ago
Contributor
mithun.jhawarContributor

Captcha while posting a new topic on forumsClosed

Hi,We have installed freshdesk on our help site and we are getting a lot spam forum posting from some movers and packers. I wondered if I can enable any captcha for this but I couldn't find any. So, I talked to one of your representative regarding this yesterday and he said that this feature is not yet available. The only solution is to delete the user and post. But, it does not solve the issue as they create new accounts and do the posting. I don't to waste my time daily in keeping track of this and deleting those spam post. It will be great if you guys can release this feature ASAP. Thanks,

21
mitho
3 years ago
Apprentice
LiatViaApprentice

Approver commentsClosed

Hey,We want to have an options for the approvers to comment and to view the responds in a case BEFORE they approve or decline a request.Since sometime they have questions before they decide to approve or decline the request. Thanks in advance,Liat.

0
Apprentice
3 years ago
Contributor
carltContributor

Merging Company RecordsClosed

Ok now that requestors can be merged :) thanks for thatI have a new challenge. How do I merge duplicate Companies?

46
Contributor
3 years ago
ShaneS
Apprentice
ShaneSApprentice

"All Unresolved" status option when searching key wordsClosed

It would be extremely useful to provide the option to choose the “All Unresolved” status option when you are searching for Key words  

1
aravind.sundararajan
3 years ago
malokt

FreshService Inventory Probe FunctionalityClosed

We have the FreshService Probe installed on a domain server, and it discovers 1500+ assets, but only 400 actually make it to the UI, due to various errors.  The inventory probe needs some love:Show all assets or at least more than 10 at a time, so we don’t have to page through dozens of pages Ability to sort columns Allow to export asset list so we can investigate errors Give more detailed descriptions of scan errors.  “Unable to scan device” doesn’t tell us anything.  Is it due to credentials or some other reason? Allow for multiple Windows or SNMP credentials in a scanning profile, since some devices may only use a local Windows admin account, whereas others may require a domain account, and printers may have certain credentials, versus IP cams...The old, free Spiceworks inventory scanner worked way better than this.  We will likely stop paying for our asset packs if we can’t use this module effectively.

0
3 years ago
Apprentice
Loz712Apprentice

Allow changing the number of assets that can be viewed per pageClosed

The inventory page currently only allows to view 50 assets per page. Allowing users to view more assets per page would be very helpful. 

0
Apprentice
3 years ago
Skilled Expert
sean.groomesSkilled Expert

Workflow Automator: Make links open in a new tab and other general UX improvementsClosed

Please make it so that links that lead to external pages don’t navigate away from the workflow automator, and instead open in a new tab. It’s a bad user experience when you lose all your changes because the page doesn’t prevent you from navigating away when this is done.Second,In general, why are all the text fields so small? When combined with lengthy liquid filters and parser node placeholders, it is such a chore having to scroll right and left to see all of the text.

0
Skilled Expert
3 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Trigger Workflows on Schedules or implement Asset SupervisorClosed

Currently you can only trigger workflows if the asset is being created, updated or deleted.We need the ability to trigger Workflows on schedules. For example we want to send an Email 2 months before the warranty expires to the user.This must be triggered automatically if the time schedule of “Asset Fields.Warranty Expiry Date” is 60 days before. Maybe this would be also an equivalent to the “Supervisor” which is unfortunately only working for tickets

4
msconfig87
Top Contributor ⭐
3 years ago
Weber Rocha
Apprentice
Weber RochaApprentice

NEW INTEGRATION - Create resource in freshdesk API to send automatic messages in WhatsappClosed

  I have my app and I want to send a message to the customer through it.Create an integration that sends an automatic message via API to the customer according to some parameters! For example: we sent a package to the customer and we want to automatically notify him via API via whatsapp

1
Rogier
3 years ago
ebkim
Apprentice
ebkimApprentice

Inserting video file in freshdesk without using Youtube embeded linkClosed

Can you consider enabling users to add videos on freshdesk itself without embedding codes via youtube link?Or, enabling users to add codes to the software itself from the customer end so that we can post videos on freshdesk?Posting videos via Youtube link only may cause a security issue for us company that opens freshdesk platform to the private audience only. Thank you.Looking forward to quick replies.

0
ebkim
Apprentice
3 years ago
bennosgiosis
Apprentice
bennosgiosisApprentice

Spam/Deleted 'show activities' buttonClosed

At the moment to review a spam or deleted tickets they must first be restored in order to access the ‘show activities’ button. This restriction makes the process of review tricky and time consuming.It should be easy for managers to check in on how tickets are getting sorted to ensure there are no inappropraite deletions and if so, by whom. To speed up the process I suggest that the ‘show activities’ button is available for tickets marked as spam and in the deleted section.

0
bennosgiosis
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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