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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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8948 Ideas

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vincentz
Apprentice
vincentzApprentice

Feature Request - Reply Time Agent Details AnalyticsClosed

I would like to propose an enhancement to the Analytics Feature:We want to know the exact time(Date&Time) for each public reply that made by Agent in that ticket. For example : Agent A reply the email at 2.20 PM, so the report will show 2.20 PM also. So when several agents reply to the same ticket, all these details will appear in the report, such as the date and time.

0
vincentz
Apprentice
3 years ago
hakim
Apprentice
hakimApprentice

Set ReminderClosed

It would be usefull if we can set reminder a ticket on specific time. The notification when the reminder arrived is the ticket will be reassign  

1
3 years ago
Rafael Vega
Apprentice
Rafael VegaApprentice

Access to specific Folders in the Knowledge Base for Groups of Agents in FreshdeskClosed

Hello,Is it possible to restrict a Group of Agents to access specific Folders in the Knowledge Base?This functionality is very important, since there are certain Articles that should only be viewed by a specific Group of Agents.Regards.

0
Rafael Vega
Apprentice
3 years ago
Apprentice
joachim.pauliniApprentice

Configurable texts *AND* translationsClosed

 I've seen that there is a feature request to be able to adapt the text for "Solutions". I would love to have the ability to not only change any text in the UI, but also the translations. Probably auto-translation doesn't cut it. My proposal: Enable the right mouse click on any text field. Then you get a popup with the changeable text of the field in every supported language. One language is chooseable as the default, so if no translation is provided, the default language is used.Of course not everybody should be able to do this. Only agents with appropriate authorization should be allowed to access this functionality.

9
3 years ago
ChrisVizlib
Contributor
ChrisVizlibContributor

Ability to remove CSATs received but no correctly done (or to get the customer to modify it)Closed

Basically be able to remove or get the customer to edit it, if for example they chose red instead of green, they filled on the wrong ticket for a ticket still open etc...

0
ChrisVizlib
Contributor
3 years ago
Contributor
atinContributor

Able to insert article / embed contentClosed

Article embed will allow to embed content of exisiting articles onto this new article. For example, you write the article once but you can re-use it many times on other pages

0
Contributor
3 years ago
grigorgb
Apprentice
grigorgbApprentice

Feedback NOT received crieteria in Freshdesk automationsClosed

While creating automations on Freshdesk, there is an option to perform actions based on the criteria “Feedback received” - “any”. However, it would be much practical to have “Feedback NOT received” as a criteria so that when a customer doesn’t rate their satisfaction, they receive a reminder ticket asking to rate the CSAT.

0
grigorgb
Apprentice
3 years ago
whordijk
Apprentice
whordijkApprentice

Scammer "Blurcool.com" using your servicesClosed

The website Blurcool.com uses false advertising to trick people into registering for a scheduled payment, see this article [Dutch]. They are using your services to communicate. 

0
whordijk
Apprentice
3 years ago
Contributor
kim.isaksenContributor

Resolution categorys and resolution to sollution draftClosed

I would like to be able to record the resolution when a ticket is resolved, along with a resolution category. You could also add an checkbox that added the resolution to solutions. This way it would be really easy to add solutions, or at least draft out the solutions while the incident is "fresh". Then you could go back and make a solution article when you have time, or assign the writingto someone else if you have that kind of resources. Resolution categorys really are helpfull to report on when trying to get an idea of what kind of issues you have, and what causes them. 

3
hugradar
3 years ago
Contributor
Toni-MarieBContributor

Compile own analytics report using ready-made analyticsClosed

I really like the analytics feature. It’s been great to be able to report stats back to the leadership team here. I can easily find what I need.I currently take stats from various reports and put them together in one report for the leadership team.What would be great is if I could copy individual pages into a custom report and it continue to update automatically.

0
Contributor
3 years ago
amandal
Apprentice
amandalApprentice

See notes and tasks of other peopleClosed

It would be nice to see all notes and chats owned by my team and be able to review them.

1
amandal
Apprentice
3 years ago
amandal
Apprentice
amandalApprentice

Automatically associate meetings to dealsClosed

If a meeting is created on my calendar and there is a contact, account, and deal sometimes (not consistently) the meeting associates with a contact or account never the deal. I need it to auto associate with all three.

0
amandal
Apprentice
3 years ago
amandal
Apprentice
amandalApprentice

Export from ModuleClosed

We need to be able to export from the exact module we are in. So if we are looking at contacts and have a specific view. I want to be able to export those exact records from there. It is very difficult to use the export function in analytics. The data never matches.

0
amandal
Apprentice
3 years ago
Contributor
kyle_16355Contributor

Timesheet reporting must include Changes, Problems and Project timeClosed

HiCurrently the Timesheet reporting only includes ticket time tracking.We must have changes, problem and particularly project time tracking added to this to allow us to effectively track all time spent by our engineers on customer tickets each day, week and month please. 

1
kpatterson
Top Contributor ⭐
3 years ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Add SMS as an option in addition to email notifications for AgentsClosed

We have agents who would prefer to receive certain notifications such as on-call shift start as an SMS rather than email.  Would love to see SMS as an option alongside email notifications in the current “Email notifications” section under Admin.

0
kpatterson
Top Contributor ⭐
3 years ago
Contributor
Tom HansenContributor

Prevent users from adding note to closed ticketClosed

When ticket is closed it should not be possible for users to add note - only agents should be able to do that

0
Contributor
3 years ago
Apprentice
jm_mcgApprentice

Email notification when assignment to group happens by topicClosed

FreshChat offers the option to have an email sent to you when a conversation gets assigned to a group that you are a part of. This functionality doesn’t work if the assignment occurs via Topics. I talked to FreshChat support about this. They said that it is not a bug, just how it works. I would like to have it added.

0
Apprentice
3 years ago
Contributor
support1Contributor

Log time in a ticket from table viewClosed

 Hello, Please add the option to log time in a ticket from table viewThank you! J  Avital.  

1
3 years ago
Ge Okfree
Apprentice
Ge OkfreeApprentice

Change freshdesk logo on reportClosed

Hi Team,We have requirement on our client to replace the freshdesk logo on report when we export to pdf, like picture below:Could you consider this as new feature that we can configure the logo.Thank you.

0
Ge Okfree
Apprentice
3 years ago
TimE
Apprentice
TimEApprentice

FreshDesk API v2 endpoint?Closed

Looking for ways to help identify and help our customers - This endpoint ( https://aaaaaaaaa.freshdesk.com/api/_/tickets/1234?include=requester,stats,company,survey,ticket_form ) has a section ‘meta’.  If that could be available in the public v2 API (in particular the ‘referrer’ tag) it would be very helpful.Ultimately being able to use those data points in the rules engine would really help us streamline customer interactions!

0
TimE
Apprentice
3 years ago
Contributor
kkhalilContributor

Dynamic Form Sections - Expanding FunctionalityClosed

Dynamic form sections are great IMO, but there are some limitations that I'm curious about. Specifically: Will it ever be possible to associate a dynamic form section with any other field aside from a drop-down? A checkbox, for example. Will we ever have the two dynamic section limit increased? If so, how high? Will we ever be allowed to associate a dynamic section with a built in field (specifically, for my use case, the "status" drop down) Will we ever be allowed to nest a dynamic section inside a dynamic section? When? If you're planning on any of this, is it short or long term? IMO, the 2 section limit and the "custom field only" limitation are the two biggest pains. The rest would be nice, but aren't a huge pain (for me).Thanks for your time.

8
kpatterson
Top Contributor ⭐
3 years ago
Skilled Expert
BrynCYDEFSkilled Expert

FAIL! Why does this forum constantly fail when I try to post topics?Closed

FAIL!  Why does this forum constantly fail when I try to post topics?@support 

2
Josh-Sul
3 years ago
Israel
Active Contributor
IsraelActive Contributor

Dashboard numbers colorsClosed

Dashboard numbers colorsWe need the color GREEN for dashboard numbers. As simple as it sounds, my team works better with numbers and I have noticed they hate not being able to get their yellows to Green. They see Red, and they work hard to get them to yellow, but that’s it.

0
Israel
Active Contributor
3 years ago
Apprentice
mdurmanApprentice

Business Hours - Shared Calendar(s)Closed

This has been raised before, but the topic was archived (presumably meaning no longer being considered?). The request is for the ability to create a shared calendar (or calendars) under Business Hours, and allow each Business Hours entry to refer to that shared calendar.With the current setup, we have to edit each Business Hours entry and set the holidays individually, even though they all share the same holidays.It would even better if we could create customer-specific holiday calendars as well (since not all customers share the same holidays), that Freshservice could refer to (as well as the Business Hours calendar) on a per-ticket basis. 

0
Apprentice
3 years ago
Skilled Expert
BrynCYDEFSkilled Expert

Improvement to error message for 1st time user log onClosed

On first login when users are attempting to activate their user account, I have had users complain that this error message confusing “  * not have your name or email address “.It’s pretty unclear that it means the password - the tiny asterisk  *  is not clear enough - could you look at changing the error to something like “Password may not have your name or email address”.  Thanks for considering!Bryn @ CYDEF.ca

0
Skilled Expert
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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