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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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8949 Ideas

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Autonomous
Apprentice
AutonomousApprentice

Sort by customer emailClosed

It would be great if we could sort by customer email. Some customer created multiple tickets in different time and make our inbox flooded.

1
julia.a
3 years ago
mrhiccup
Apprentice
mrhiccupApprentice

Link to Privacy Policy within Freshdesk WidgetClosed

My client is using the freshdesk widget on their website. They have added a checkbox that the privacy policy has been accepted by the user. Before he submits private data. The Problem is, there is no possibility to link the privacy policy within the widget. The best solution would, if it would be possible to somehow to add a link to the label of the checkbox. The second best solution would be if it would be possible to add a separate line of Text containing a link. In any case it must be possible to add the link using an html anchor element and not just as plain text.  

2
3 years ago
Top Contributor ⭐
jmfreshuserTop Contributor ⭐

Announcements on the new ticket formClosed

Many of our users bother only with submitting tickets, and have favorited the /support/tickets/new URL directly. This direct URL is also used in various documentation. This means that they will never see any Announcements that may be related to the issue they are reporting, as these are only available on the main page (/support/home). It would be extremely helpful if the announcements could be listed on this page as well.

0
Top Contributor ⭐
3 years ago
Top Contributor ⭐
jmfreshuserTop Contributor ⭐

Enable adding Announcements using the mobile appClosed

When away from the computer, sometimes an urgent announcement needs to be issued. Unfortunately, the iOS app only allows read-only access to the Announcement module. (In a pinch, mobile Safari can be used to access the desktop version of the Freshservice site. Since the new design was implemented there are serious issues with this though - e.g., backspace does not work.)

0
Top Contributor ⭐
3 years ago
Design Evangelist
Apprentice
Design EvangelistApprentice

Enable copy function in Mobile version of Freshservice - AndroidClosed

Unable to Select and copy text over mobile - Freshservice app - Android 10 

0
Design Evangelist
Apprentice
3 years ago
guidelagui
Apprentice
guidelaguiApprentice

Purchase order approval processFuture Consideration

Please add purchase order approval functionality.No sense if there is no approval for PO.Something that can be automated under certain amount request approval over that, or for particular reseller, or ok if under a define budget for the fiscal year after that need approval, one or two level up as need.

5
mike.steinke
3 years ago
Contributor
GeoffryFaulknerContributor

Restrict attachment file typesClosed

I would like to propose adding a setting to restrict file types that can be attached to a ticket via the portal. For instance, I have user in Outlook who drags an email .MSG file to her desktop, opens the portal, then attaches the MSG file to the ticket.I would like to disallow this -- it requires that my help desk personnel use Outlook to even begin to help her, and many of us are mobile-first.I would also suggest restricting any kind of attachment that could be executed on the end-user’s computer (.COM;.EXE;.BAT;.CMD;.VBS;.VBE;.JS;.JSE;.WSF;.WSH;.MSC) as a or external person could attach a virus to a ticket and have my help desk admins open the attachment) in the course of investigation. 

4
3 years ago
Autonomous
Apprentice
AutonomousApprentice

Add the subject to offline message experience on FreshChatClosed

It’d be great if FC could add one more text box for Subject of the message rather than just Email & Message. Since every offline message from customer has the same subject “Conversation with xxxxx”.  The Subject will help us to priority the ticket.  

0
Autonomous
Apprentice
3 years ago
Amelie
Apprentice
AmelieApprentice

Excel as default setting when exporting ticketsClosed

Please change the default when exporting tickets from csv to Excel. I’m sure an overwhelming majority who export files do so to create a report in Excel. I do lots of exports, usually feeling extremely stressed because I have to create reports for clients, and I frequently miss changing from csv to Excel meaning I have to do the export all over again. 

0
Amelie
Apprentice
3 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Dates in Business Rule do not offer dynamic calculation between to datesFuture Consideration

Hi.I need a business rule for a service item so that this item cannot be borrowed for more than 6 months.Therefore I need to check if the “To” date minus the “From” date equals more than 6 months.I found no possible way of doing this in FreshService! Please add.  

5
msconfig87
Top Contributor ⭐
3 years ago
Contributor
rus.yates-aylottContributor

GUI amendment to list Scheduled Reports & WidgetsClosed

It is currently not possible to produce a list of all Reports or Widgets that are scheduled to run automatically.If there are failures and the reports are not received it may be necessary to manually re-trigger them.This could be a time-consuming task without access to a list of the scheduled reports or widgets.

3
3 years ago
matthieu
Apprentice
matthieuApprentice

Add a feature in the API to chose to export the latest published or draft versionClosed

We are using the API to recover the support pages we wrote and send them in our application that displays them as online help.We noticed what looks like a bug to us : the API sends the latest (current) page regardless of its status (draft / published) so that our customers could possibly see draft documentation.It would be nice to have a way to specify whether the API should recover the published or draft latest version ? (I guess there are cases whereon need to reach the drafts also using the API).

0
matthieu
Apprentice
3 years ago
KerryWhiteNewstel
Apprentice
KerryWhiteNewstelApprentice

Assign Multi product to a Chat widget for reporting on Chats per ProductClosed

Please could we have the ability to assign a Product to a Multi Chat Widget so we can report on how many chats per Product. Maybe it could be a setting under the Advanced Options?  

0
KerryWhiteNewstel
Apprentice
3 years ago
skylink_marcel
Apprentice
skylink_marcelApprentice

Remove unnecessary fieldsClosed

Hello, there are many fields that we will never use for our own internal use. For example the “type” field on tickets or the twitter fields etc. It would be nice, if we could remove those. Best regardsMarcel

1
Srivi
3 years ago
Contributor
rick.murphyContributor

ChecklistsClosed

 Notes and tasks are great features, but it would also be nice to have a checklist that could be added to a ticket so that different agents could easily update progress on the work. Examples would be a scenario where you are installing a new computer which has several specific steps for configuration according to our environment. Or troubleshooting checklists,  or account creation steps for an agent supporting network account creation.

64
3 years ago
Paul Delafosse
Apprentice
Paul DelafosseApprentice

Freshdesk Airtable Sync AppClosed

Hi folks ! As i discussed with the support, there is no synchronization between Freshdesk database and Airtable.I think it would be really useful because of the flexibility of Airtable.I would allow admins to manage data and synchronize informations pretty fastly and easily.Please upvote this post so a developer or freshworks internal teams can put this in their roadmap !  Have a nice day !

0
Paul Delafosse
Apprentice
3 years ago
maticp
Apprentice
maticpApprentice

Prevent agents seeing Private notesClosed

We would need a Role which would prevent seeing Private notes (orange threads) forCollaborators For agents that have “Choose groups where agent can only view tickets” enabled, i.e. cannot see Private conversations where they’re not fully fledged group member. Similar to Providing public ticket links for easy access but on the Helpdesk level. 

0
maticp
Apprentice
3 years ago
Khadija Ali
Apprentice
Khadija AliApprentice

Export SolutionClosed

Hi Team;It is very important to have the option to export the solution. Having further checked with the team they confirm that we will not be able to export the solution page please check the possibility to add it within the development plan

0
Khadija Ali
Apprentice
3 years ago
Daren Johnson
Contributor
Daren JohnsonContributor

Filtering emails by domain for agent accounts, not just specific ticketsClosed

In the newest update (January 2023), we’ve received the following feature:Filtering Emails by DomainCategory: IT Service ManagementAgents can now filter emails in Reply editors on the basis of domains. They can add this filter on multiple domains. This will save agents time if you have multiple domains or users.… which is great, as far as it goes. However, the next step/evolution seems pretty plain, and it doesn’t seem implemented: let agents set this filter for their entire agent account. Right now you have to change the filter every time you send a reply or search for a requester—why? Let agents who only work with one domain set this once for their entire workspace and forget about it—and show the filter setting for the requester search so if they need to change it for specific tickets, they can.The way it’s implemented now, it wastes time and effort to set it for every individual correspondence.

0
Daren Johnson
Contributor
3 years ago
Apprentice
EMacApprentice

Allow assignment to multiple agents on a ticketClosed

Our organization has team responsibilities separated amongst multiple people within a team. Every responsibility assignment has at least 2 assignees, a primary and a backup, but sometimes more.  For example, our infrastructure team has 6 people on it but only 3 of them are contacts for the firewall.  2 different people are responsible for active directory administration, and 2 other people handle our trading application.  Assigning tickets to a group, but only one agent, means that the backups to the process are not primary on the tickets.  Creating separate groups for the way the team has their responsibilities divided up is not manageable either, as there would be ~50 infrastructure groups.  Our applications development team is similarly split up with their areas of responsibility.  We have used Magic’s helpdesk in the past and are currently working to replace FootPrints with Freshserver.  Both Magic and FootPrints allow multiple assignees.

0
Apprentice
3 years ago
Apprentice
msalamaApprentice

Add Multiple recipients when we create a new email in freshdesk ?Closed

Hello, Can we add multiple recipients when we create a new email in freshdesk ? 

1
3 years ago
christian.mentor
Skilled Expert
christian.mentorSkilled Expert

Analytics: Calculations for ticket fieldsClosed

Analytics is proving to be a really cool tool for visualizing our ticket data, but we’re still finding that we have to export the data into another platform to get calculations.It would be great if Analytics could perform mathematical functions on custom fields — specifically number and decimal value fields. For example:Say you have a custom field where users are reporting inventory discrepancies while counting merchandising using a Service Request item Ticket ID Quantity Cost SR-12345 3 5.00 SR-12346 1 17.00 SR-12347 17 4.00  It would be insightful to have metrics like:The total Quantity was 21 The average Cost is 8.66 (Using filters) The total Quantity in the past 30 days was 3 (Using filters) The highest Cost in the past 90 days was 17Heck — even something like introducing the Expressions feature from the Workflow Automator would be a game changer.

0
christian.mentor
Skilled Expert
3 years ago
jerryr
Apprentice
jerryrApprentice

Users ability to comment on different parts/ content of an articleClosed

Please add the ability to have users in the company comment on an article for any corrections or recommendations.    

0
jerryr
Apprentice
3 years ago
Apprentice
sgaylord_facilitronApprentice

Enhancement to Agent / Group managementClosed

I would like to see the ability to assign an agent to all groups and visa versa.  Right now you have to open the agent and then in the drop down select the group you want and then do that over and over for each group you want to add.The same happens if you are doing it the other way or even when creating a new group.It would be very nice to have a “quick” way to add a user to all groups or even set a flag on the user to be automatically added to all groups.

0
Apprentice
3 years ago
Rafael Vega
Apprentice
Rafael VegaApprentice

Creating Contact Groups or User Groups in FreshdeskClosed

Hello,The possibility of creating Groups of Contacts within a Company. That is, Groups of Contacts by Company.With these Contact Groups, have the possibility to create Folders in the Knowledge Base and segment access to certain Folders/Articles for defined User Groups.Regards.

5
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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