Skip to main content

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

Filter by idea status

Filter by product

8951 Ideas

Back to top of the list
Contributor
hewittmatthew85Contributor

Custom Object AttachmentsClosed

It would be great to be able to add attachments to custom objects. Often, we have supporting files relating to an object we need to store somewhere.  It makes sense to allow file attachments here, so we don’t have to attach elsewhere, e.g. customer notes.

0
Contributor
3 years ago
malokt

Admin Ability to Auto-Register RequestorsClosed

Since Requestor selection (dropdown) boxes only display Requestors who have actuallly signed in to activate their accounts, this is problematic with routing business rules and other functionality that we will be using, especially at initial implementation.  It becomes a chicken and egg scenario.Admins should have the ablity to register all requestors automatically.  We are linked to Active Directory, so all users have been pulled in, but only those who have signed on display in the selection boxes.

0
3 years ago
Apprentice
ChrisoApprentice

Re-merge incorrectly merged tickets from within the incorrectly merged ticketClosed

Sometimes when e-mailling a ticket in it merges into the wrong ticket, or if you manually merge 2 tickets you may merge the wrong 2. Instead of going into the ticket and deleting the newly made comment it would be nice to have a button to re-merge it with the correct ticket - which 9 times out of 10 will be open and you are working on it. Also our Freshservice leverages off our Microsoft SSO - would be nice if this community website had the same option to create an account. Thanks.

0
Apprentice
3 years ago
bennosgiosis
Apprentice
bennosgiosisApprentice

Resolve Tickets via ScenarioClosed

What should happenAgent selects the ticket type Agent runs the scenario Scenario should set all relevant fields including the status to closed and save the ticket  What is happeningAgent selects the ticket type Agent runs the scenario Scenario should set all relevant fields including the status to closed and save the ticket Scenario errors because it thinks there is no ticket type – even though there is one picked by the agent already Current work aroundAgent selects the ticket type Agent hits update/save Agent runs the scenario Scenario should set all relevant fields including the status to closed and save the ticket This works

0
bennosgiosis
Apprentice
3 years ago
Apprentice
charliecharles303Apprentice

How to exclude items in filtered searchClosed

When I have one of my ticket views open, how do i tell one of the fields to exclude certain choices, instead of including all of the other ones? I want to exclude customers and/or requestors, but to include only the ones i want would be hundreds. I want to exclude one or two customers.Thanks.

4
3 years ago
ptoridactyl
Apprentice
ptoridactylApprentice

Jira Integration Status MappingsClosed

For status mappings in the jira integration, you can’t see what statuses map to which project. So you are unsure whether the “done” you are mapping is the correct “done”. It also seems to grab the status mapping of historically every project that has existed not just the ones you are defining for the integration.

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

More granular filtering options to improve dashboardsClosed

We’re finding that we’re resorting to use of Analytics where we would really like to use a live dashboard to view specific subsets of tickets.  This is due to the limited filtering available in the ticket queues.specific example:  We would like to set a filter for all unresolved tickets OLDER than a 30 days that would then be displayed on a dashboard.  I can only create this filter by setting specific dates - not dynamic dates.

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

Save column sizes in AnalyticsClosed

It’s irritating that the columns widths are manually adjustable when editing/creating a report in analytics but the changes made don’t hold.  When I create a tabular report, I want the ability to determine for myself which fields should display fully and which should be truncated.  Having all fields default to an average width creates a lot of wasted whitespace where it’s not needed. It also forces the viewer to resort to opening tickets directly to get a better picture of what’s happening when they can’t see an entire field on the report.

0
kpatterson
Top Contributor ⭐
3 years ago
Apprentice
Laurent GarnierApprentice

Make ticket typing area larger (taller and wider)Future Consideration

Sometimes agents have to write relatively long or complex notes/replies for a ticket, but the current area where one can type is just too small to have a overall view of what’s being written so it can be a pain to write long replies in those cases.Can the “typing” area be made larger and wider, maybe with an expand button?

4
Apprentice
3 years ago
KatieSaunders
Apprentice
KatieSaundersApprentice

ENHANCEMENT: Automatic 'Digest' sent to users to update them on ForumClosed

Automate a 'Digest' to be sent out to all customers of the Ideas Forum.Have this go our monthly or quarterly so all customers can see what has been posted on the Idea Forum and the votes against each

0
KatieSaunders
Apprentice
3 years ago
KatieSaunders
Apprentice
KatieSaundersApprentice

ENHANCEMENT: Limit User votes on an ideas forumClosed

We would like to be able to limit users to a number of votes on the Ideas Forum. Currently they could vote on every forum post but we would like to limit each contact to 3-5 votes. If they un-vote a post they get the vote back. Or if we move an topic into another category (implemented, planned, deferred etc.) they get a vote back on their record.

0
KatieSaunders
Apprentice
3 years ago
Contributor
S.LeykaufContributor

Merging Tickets (Customer and Producer) - Feature RequestClosed

Hello everybody,we have the case in our company, that we are a merchant for several products and have our own products, too. If our customers get in touch with us, they sometimes have questions, which can’t directly be answered from us and have to be continued to the producer. In this case, we can forward the messages from the customer to the producer, but if he answers, in most of the cases this creates a new ticket. so we have Ticket A (Customer) and Ticket B (Producer) - we need to merge them both together, so that every Agent who has to work with this issue, gets an fast overlook, what happend in the past and what are the next steps. Unfortunately, once you merge Ticket A and B and declare Ticket A as the Main Ticket, all communication from ticket B is a private note and can’t be answered.  It would be great, if it would be possible to change that either in the way, that a ticket can have more than one contact to chose from when anwering or the possibility to choose, which messages are private and which are needed to be answered further when merging tickets. Maybe some of you can understand our issue.I would be pleased if my question gets added as an feature request - thank you in advance.

7
Contributor
3 years ago
Apprentice
ReZolveXApprentice

ReZolveX Provided legal services in USAClosed

RezolveX provides a hotline for employees to anonymously report fraudulent activity, safety issues, harassment and discrimination.ReZolveX conducts independent investigations for your organization. We also provide you with recommendations on how to mitigate and avoid these workplace issues.we know that companies are operating on leaner budgets, tighter margins, and are here to help mitigate the added expense of fraud and other reputational risk issues from eating away at your hard-earned profit.ReZolveX is a unique ethics and compliance hotline.Our Team is composed of retired federal agents, auditors and attorneys from agencies such as the Federal Bureau of Investigation, United States Secret Service, and Federal Inspectors General.Employee workplace issue and incident reporting online or through the use of our proprietary smartphone app. ReZolveX then reviews the complaint, provides recommendations and ongoing investigative support to the appropriate point(s) of contact within the organization.Retaliation service in USAHarassment service in USAinvestigation service in USADiscrimination service in USAEmbezzlement service in USA

0
Apprentice
3 years ago
Zakariabennaoui
Apprentice
ZakariabennaouiApprentice

Description of the Internal Helpdesk PortalClosed

how we can make the  "Description" box of our Internal Helpdesk Portal was bigger, as it would improve a lot their experience when filling tickets with code snippets and images 

0
Zakariabennaoui
Apprentice
3 years ago
Apprentice
GarethCApprentice

Onboarding Form ValidationClosed

Please can validation / business rules for forms be made available to onboarding module forms. For example making sure the email address field includes an @ symbol or some specific text.

1
3 years ago
Apprentice
Sarah HApprentice

Ability to Unmerge Contacts or TicketsClosed

Hi, we recently have a joint customer account in FreshDesk who now want to go their separate ways. Even though the mobile number has been deleted from the contact to create a new account for the other customer, any calls and text are still creating and logging under the previous joint account. We’re aware we can completely delete the contacts to start from scratch but we don’t want to loose previous tickets/communications with the customers. Is there a possibility to have a function allowing us to unmerge customers or tickets please?

0
Apprentice
3 years ago
Contributor
Toni-MarieBContributor

Add tag condition on time trigger automationClosed

Automations > Time TriggersIt would be good to be able to add a tag condition to a time trigger automation. For example, I have an automation that sends an email to the agent if there’s no activity on an open ticket for 2 months asking if it can be closed. However, a lot of these open tickets are bugs waiting to be fixed, often with no timings agreed. They can remain “open” for months.  These open tickets are usually tagged as bugs, so it would be great to be able to only trigger this automation for tickets without this tag. Many thanks,Toni

2
3 years ago
julia.a
Top Contributor ⭐
julia.aTop Contributor ⭐

Feature request: Import Canned responsesClosed

Now that there’s a possibility to export Canned responses, why is there no function to import them?This has been raised here before (archived).

1
julia.a
Top Contributor ⭐
3 years ago
Contributor
hewittmatthew85Contributor

Custom objects to support rich text formatted notesClosed

When creating custom objects, the only text-based fields are “Text” and “Paragraph”. Neither of these preserve any formatting, so it’s hard to store information that’s easily readable after editing.  

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

Filter Freshworks Ideas by StatusClosed

There's over 5,700 ideas on here as of now but you can filter them by newest first, recently active, most replies and most votes.Within most replies it shows a lot of Archived Ideas so it would be nice to also filter by the Idea’s status New/Open/In Progress/Implemented/Archived.

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

Reply template for Facebook meesagesClosed

Currently you can only change the agents’ reply template for e-mail Replies and Forwards. For example to add a “Hello {{ticket.requester.firstname}}” to the beginning of a reply.It would be really useful to also have this functionality when replying to Facebook messages instead of having to manually copy/paste the customer’s name.

4
Jebas
3 years ago
reuven
Skilled Expert
reuvenSkilled Expert

secondary note added for every merge is not needed.Closed

since the link is already included with the description from the merged from tickets.  Does it serve any other special purpose?  

6
reuven
Skilled Expert
3 years ago
CariCarina
Apprentice
CariCarinaApprentice

Allow for assigning Help Center articles to the WidgetClosed

 We are revamping our Help Center with some new articles. There’s a mix of old/new. Unfortunately, I can’t assign/tag articles to show up first, second, third.The default is articles display in the widget based on views/popularity. I get providing that as a default, but I think there should be an option for users to not have that be the setting, and rather manually select which articles display first, second, third etc. Thanks!

1
3 years ago
reuven
Skilled Expert
reuvenSkilled Expert

Automations based on Company fieldClosed

We would like to see automations possible based on the Company field, including the condition “contains”.

0
reuven
Skilled Expert
3 years ago
Apprentice
Patrick GallantApprentice

Override Email Alert on Resolved/Closed Tickets - Customer SatisfactionClosed

There are certain times we do not want a Resolved or Closed ticket to send the Resolved or Closed ticket email alert when closing a ticket. Not all tickets require a generated email for a ticket. We created a custom field and workflow which allows us to override this feature but still generates an email for all tickets without the override option on. The issue is that by doing this we have now broken the Customer Satisfaction Survey as it is triggered when the Resolved or Closed ticket email alert is sent.My suggestion is to either have a built in option which allows us to override a resolved/closed ticket email alert which will then not break the satisfaction survey as agent Resolved and Closed email alerts will be enabled. If that is not an option then to have some other option (such as workflow selection) on the Customer Satisfaction Survey which allows you to still trigger the survey based on your workflow.

2
elobato
3 years ago
Show more discussion threads

Filter by product

  • All products
  • Freshservice
  • Freshservice IT Asset Management
  • FireHydrant
  • Freshdesk
  • Freshdesk Omni
  • Freshcaller
  • Freshchat
  • Freshmarketer
  • Freshsuccess
  • Freshteam
  • Freshsales
  • Freshworks Neo

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.

Terms of UseAccessibility statement