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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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8950 Ideas

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e.c.kane
Skilled Expert
e.c.kaneSkilled Expert

Responding to Closed ticketsClosed

We have an automation in place that allows customers to respond to tickets in a Closed status without that ticket reopening, similar to this:  Given that this is quite a normal scenario, it would be better that is simply a feature rather than needing to have a webhook automation in place. The webhook method lacks the detail that is helpful to agents, specifically, a link to ticket the customer has responded to. 

3
Jebas
3 years ago
Paul Delafosse
Apprentice
Paul DelafosseApprentice

Manage contact and companies listClosed

Hi everyone,  Don’t you think it would be really nice if we could manage fields displayed on the contact and companies list ? For the moment, you can only see fields below. And i’m not sure that everyone is using all of these fields.Moreover, it is not possible to add other columns, based on custom fields for example. To the freshdesk dev team : could you please add this request on your roadmap ? It would be a simple but pretty useful feature.To the community : if you have ever faced this issue and wanted to do the same as I tried, please upvote this message and maybe one day we’ll be able to manage contact and companies list !  Thank you.

1
Jebas
3 years ago
Apprentice
phil.minorsApprentice

Change the primary contact personClosed

The ability to change the primary contact person, the initial person who requested the ticket, would be a handy feature. Sometimes we need to remove the original requestor email address and change to a new contact within the same company.  

1
Jebas
3 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Send license details to owner of licenseClosed

We have a lot of individual license purchases in our company. Now after an order has been completed we add the license into the contracts section of FreshService and add the license key and owner.Now the next logical step would be to send this license to the owner who ordered it.Please add a button to be able to send the license details to the owner.

0
msconfig87
Top Contributor ⭐
3 years ago
ptoridactyl
Apprentice
ptoridactylApprentice

Capability to Ignore Initial Response SLA when Ticket Opened by AgentClosed

I think it’s a little redundant that when an agent opens a ticket in the platform on behalf of the customer they also need to add a comment to meet the initial response time. In a platform that is supposed to help with scalability, this could be easily fixed by a small change to the logic.

1
Jebas
3 years ago
Contributor
onlinebiblesupportContributor

Improve multilingual KB reportingClosed

When creating an article it has to be created in the Primary Language of a helpdesk. After this translations can be added for supported languages. That works fine. However, when running the reports translations are suddenly regarded as completely separate artiles without any link to the article in the primary language.It is therefore impossible to see which article (with its translations) gets the most likes or dislikes. It is impossible to see which article is read most.  These numbers would be really helpful, but are just not available because Freshdesk sees it as a translation when creating the article, but as totally unrelated when reporting.Who agrees this should be improved? 

0
Contributor
3 years ago
Apprentice
Chris BrunnerApprentice

API export to flag deleted or spam ticketsClosed

We have a daily export of all Freshdesk tickets through API to our BW table. However this also includes all deleted tickets or tickets marked as SPAM. We currently have to manually delete those tickets in our BW table on a regular basis, as those would cause our metrics to be wrong. Ideally the daily export would send a flag that the ticket is marked for deletion, so it could update the BW table. 

0
Apprentice
3 years ago
Apprentice
Chris BrunnerApprentice

Net Resolution Time Metric to be available through API ExportClosed

I would like the resolution time to be calculated without taking the “SLA off” statuses into account. We want to measure the helpdesk performance and want to exclude statuses where we have to wait for a customer or someone else.Furthermore we need a way to export this via the API interface. Currently we can only manually get this out but not through the API which feeds our BW table. 

0
Apprentice
3 years ago
Apprentice
Matt-WNIApprentice

Notifications When A Customer Has Used Up Their Support HoursClosed

We should be able to set automatic email notifications to configurable recipients when a company has used up a configurable amount of time (as logged in tickets) since a configurable date.For example, as standard our customers get 5 hours of support time per year. Each customer renews at a different date. So for example, if ‘FooBar & Co’s’ renewal date is on January 1st each year and they have used up their 5 hours of support as logged in tickets then Freshdesk should email agents to notify them that their support hours are used up. The trigger for this could be a check each time an agent updates the time log for a company within a ticket.This idea could be taken further as to mark companies as ‘out of support hours’ in the ticket view (and list view), it could automatically send configurable auto-response emails to company contacts that are ‘out of support hours.’For us this feature would be invaluable.

0
Apprentice
3 years ago
Contributor
Andrew CornContributor

Change Ticket Task Status from Task List ViewClosed

When on a Ticket Tasks Tab I would like a dropdown for Task Status on each Task Card so I can change it from Open to In Progress from the Task List View, without needing to open the task in the flyout window. This would be similar to the way I can change the Status of a Ticket from the Ticket List View.   

0
Contributor
3 years ago
Contributor
Andrew CornContributor

Option to Expand Individual Ticket Tasks to View Task Notes and an "Expand All" / "Collapse All" buttonClosed

I would like to have a dropdown arrow that would allow me to simply expand an individual task so that I can view all associated task notes rather than have to open it in the flyout pane. Ideally there would also be an option to “Expand All” and “Collapse All”, so that I can see all Tasks and their respective notes in one view. When currently viewing Tasks in an incident its cumbersome to click between tasks to view the notes in them with the way they flyout on the right hand side. When the flyout is open it wont allow me to simply click between tasks to view the notes. Clicking the left and right arrows in the flyout also doesn't work for me because the tasks arent always in sequential order. 

0
Contributor
3 years ago
PhilB
Apprentice
PhilBApprentice

See which contracts are availableClosed

Unless I’ve missed it, the only way to see which contracts are available for use in Assets > Software > [Software name] is to use Add User, enter the user’s name and see which contracts are shown for selection. Would be good to have available contracts in their own tab.

0
PhilB
Apprentice
3 years ago
Quentin L.
Apprentice
Quentin L.Apprentice

Support custom schemes for URLs inserted in solution articlesClosed

When writing solution articles, one may need to insert URLs to give easy access to external resources. While that works fine for HTTP(S) links, the editor does not seem to support custom schemes at the moment.A scheme simply refers to the “http” or “https” part of the link. Here’s a list of commonly known schemes that are generally supported:http https mailto telIn addition to that, and because it’s standard to do so, it would be great to provide full support for custom schemes in URLs inserted in solutions articles. For example, here are schemes which could come in handy when giving quick links to readers:ms-settings chromeIn the current version of the editor, it seems that whenever you insert a URL, it looks for an “http(s)” at the beginning. When none is found, it’ll HTML-encode the link, thinking it’s just a relative path. Doing so prevents the possibility to insert custom schemes as starting with “ms-settings:workplace” for example will be re-written in “ms-settings%3Aworkplace”. That rewrite will ultimately not work as intended.

0
Quentin L.
Apprentice
3 years ago
Contributor
Rastory728Contributor

Non Agent Dashboard ViewsClosed

A process for Senior Managers to access Dashboards, Ghant Charts, Change/Project work flows and status without assigning them an “Agent” license? Something like a Read Only tool, I have C Suite people that want to just see what we have going on, and they don’t want “reports”.

0
Contributor
3 years ago
Agnes Fuchs
Apprentice
Agnes FuchsApprentice

Placeholder for Agent signature in automation emailsClosed

A placeholder {{ticket.agent.​signature}} for the agent's signature would be nice, I mean the same signature as in the profile settings.It would be used to create automated emails with the agent signature. The advantage would be as follows: The customer receives all e-mails about the solved ticket with the same signature of the assigned agent.

0
Agnes Fuchs
Apprentice
3 years ago
Contributor
john.fernandezContributor

Change default "Ticket Source"Closed

I can take that I this drop menu isn't customizable, however please consider allowing us to set an option for the default source.  It seems as if it's currently a system setting set to "Phone".  The vast majority of my organization's tickets/request come in via email by way of utilizing the Freshservice Gmail Gadget.  When tickets are entered in this fashion they always default to "Phone".  I would assume this is an oversight as I think it would be obvious that tickets created from an email would automatically be set to "Email" as the source. Thank you, John

6
3 years ago
Matt_flew
Contributor
Matt_flewContributor

Using 'Type' instead of 'Subject' to automatically route ticketsClosed

The Freshdesk feedback form is coded so that the ‘type’ field cannot be placed above the ‘description’. However, we want users to select a ‘type’ instead of a ‘subject’, so that tickets can then be automatically routed to the right person. Can Freshdesk please consider changing the code to respect the field order that we have chosen in ‘ticket fields’? It is clunky and illogical for users to add a ‘subject’, then a ‘description’, then also need to choose a ‘type’ afterwards (so that the ticket can be routed automatically, based on the ‘type’ selected). Thank you

2
Matt_flew
Contributor
3 years ago
JCMLI1973
Skilled Expert
JCMLI1973Skilled Expert

Ticket fields editable in ticket formClosed

Ability to be able to edit ticket fields in ticket form in order to save multitude of ticket fields in the admin ticket field area. 

0
JCMLI1973
Skilled Expert
3 years ago
Apprentice
bbrosiousApprentice

Insert Solutions & Canned Responses into Workflow AutomatorClosed

It would be great to utilize all the canned responses and Solutions we have added to our workspaces within any automators for that workspace, much like how the current normal placeholders for tickets work now.This would prevent the issue of having to copy the content into the workflow automator manually. Additionally, if a solution or canned response is updated, implementing this feature would eliminate the need to manually update any workflow automator. I think there is an argument to be made to have these available to the Scenario Automator and in Supervisor Rules as well. This way, the canned responses/solutions can act as your sole source of truth for messaging.

0
Apprentice
3 years ago
Apprentice
kristian.mannApprentice

Contract Management AnalyticsClosed

Currently, if I create any custom fields in Tickets or Software, I can use the analytics to ‘Group By’ these fields.  However, custom fields in Contracts aren’t an option. Are there any plans to be able to report on custom fields in Contracts? 

0
Apprentice
3 years ago
Belcenter
Apprentice
BelcenterApprentice

24-hour time format?Closed

Hello,It should be great to have a 24 hour format in the tickets. The 24 hour format already exists in the configuration of the freshdesk but that doesn’t display correctly in the ticket. Should not be a huge dev :)  

3
Daniel Söderlund
3 years ago
marie.aj
Apprentice
marie.ajApprentice

Allow admin to deactivate a Contact rather than have to delete them to prevent their further access to the portalFuture Consideration

Please add a way to deactivate contacts that should no longer have access to their customer support portal. Currently, you have to either delete the contact or you have to go in and change their email address to a ‘dummy’ email address. This prevents us from retaining a history of contacts with the company and their valid information.Changing the email address means that if they return it won’t be caught automatically and a duplicate contact will likely be created.Deleting the contact means that we lose any record of that contact.We simply want an option to deactivate the contact to retain a continuous history.

1
3 years ago
Apprentice
matt93Apprentice

Freshservice Asset Discovery Encryption InformationClosed

It’s not currently possible to see whether a disk is encrypted from a discovered PC.This would be useful information for reporting and security purposes.

0
Apprentice
3 years ago
Giostra
Active Contributor
GiostraActive Contributor

Multiple Products per Service ItemClosed

It would be very useful if we could relate multiple products per service item. An example would be Laptop Service Request which then could be fulfilled by multiple products that fundamentally do the same job.In general this is not an issue unless you are using third party ITAM integration which mandates product names (e.g. Intune Integration).In general the usage scenario for synonymous products are many and are not really covered by the bundle feature.Cheers

0
Giostra
Active Contributor
3 years ago
Contributor
marioContributor

Regional Date/Time FormatClosed

Freshdesk displays dates like November 12 2011, but in my country, like many others, it's more appropriate to say 12 of November of 2011 (literal translation of "12 de Novembro de 2011"). And we use 24:00 scheme instad of 12:00 AM/PM.

25
alyssia.correa
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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