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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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8947 Ideas

Back to top of the list
nadster
Apprentice
nadsterApprentice

FEATURE REQUEST: See Queries/Keywords that customers enter (Successful & Unsuccessful)Closed

I’m surprised that such a robust system like Freshdesk doesn’t have a simple feature such as this.We should be able to see what are customers are searching for/typing in the search form.My old FREE helpdesk system on wordpress even allowed me to see what keywords my customers where searching for, and wether that keyword was successful or not, meaning did the customer find a solution article with that keyword or did they have to click the “submit ticket” button.This tool will absolutely help us create better articles and tag them properly.Especially helpful for those unsuccessful searches. Knowing the keywords the customer uses will make us anticipate future queriesPLEASE VOTE so Freshdesk can add this feature!  See screenshot: 

2
charlie.adams
3 years ago
Skilled Expert
NezekiSkilled Expert

Add Software as data source for Form FieldsFuture Consideration

Hi!The newly added lookup feature for Form Fields is really great, but it’s highlighting something that we’re still missing for the bigger ITIL picture. Being able to associate a software with issues/incidents is vital for being able to see patterns through reports etc. Tagging is too manual of a process which isn’t completely trustworthy, since people spell names differently, or sometimes just incorrectly. It would be great to be able to lookup softwares, or maybe even specifically Managed software. Thanks!

1
3 years ago
Davidm3
Apprentice
Davidm3Apprentice

Allow Slack V2 app to send Ticket updates to a single channel from each groupClosed

Currently, the Slack V2 integration only allows a 1:1 match of Freshdesk support groups and Slack channels. Instead, it would be great to support a 1:many relation, so we could use a single support reminder Slack channel for every of our Freshdesk groups. The best would be to have a many-to-many relation, so we could have a single monitoring channel for each ticket, but also separate ones for individual groups, but the 1:many relation would increase our efficiency a lot!Thanks for considering the idea, and for any updates!https://www.freshworks.com/apps/freshdesk/slack_v2/

0
Davidm3
Apprentice
3 years ago
AaronParker
Skilled Expert
AaronParkerSkilled Expert

Managing Group SignaturesClosed

I would find a feature of being able to set / edit a group based signature very useful.I of course would appreciate the placeholder functionality to automatically apply the name of each agent, however being able to apply quickly the same job title / promotional messaging would be very easy and would save a lot of time then having to edit each individual agent’s signature which is what is done at present.

1
3 years ago
shawnhparker786
Apprentice
shawnhparker786Apprentice

Where to Claim Microsoft 365 Product Key Extra 3 Months?Closed

To claim the offer, you must have a valid Microsoft 365 subscription and a qualifying device, you’re receiving “3 extra months” of Microsoft 365 Personal or Microsoft 365 Family to redeem your purchase and the offer should be claimed within 30 days of purchase.With Microsoft 365 for the web (formerly Office 365), you can use a web browser to edit and share Word, Excel, PowerPoint, and OneNote files on your devices. Microsoft 365 Give every educator and student access to the full functionality of Office 365 Education on all of their devices, including Word, Excel, PowerPoint, OneNote, Microsoft Teams, and free classroom tools including Exchange, SharePoint, Sway, Flow, School Data Sync, Power apps, Forums, Stream, Bookings and Power BI. m365promo.microsoft.commicrosoft365.com/setup

0
shawnhparker786
Apprentice
3 years ago
Contributor
BowmanCoContributor

Change the 'Toner Type' field from Asset to ProductClosed

When creating a printer asset, currently you have to specify the toner type each time a new asset is created.  The toner type is specific to the model (product type) not the individual asset so it makes more sense to incorporate the toner type field with the product type rather than the asset record.

0
Contributor
3 years ago
Apprentice
Rob71Apprentice

Editing Holidays in Business HoursClosed

It’d be great if it was possible to edit the date of existing Holidays in Business Hours.At the start of every new year, there are Holidays that have shifted by 1 or more days and currently it is not possible to edit these days, e.g. Good Friday.Instead we either have to add an Exclusive Holiday and delete last year’s entry OR reimport using the a Regional Holidays option.The problem with the Regional option, is that it adds holidays that are not valid for the particular location and have to be manually deleted, e.g. Melbourne Cup Day is only a holiday in Victoria but not in any other Australian State.

0
Apprentice
3 years ago
N4Wilson
Apprentice
N4WilsonApprentice

Microsoft Teams for RequestersClosed

Although the Teams bot is nice for our agents, we like alerts we get for Ticket changes and communications. We would love it if our requesters could also get these alerts in Teams so that they know immediately when their tickets have been closed, pending or re-opened. Would also be great to give our requesters the ability to comment/reply on their tickets directly from Teams as our company lives in Teams for it’s communications.   Could we see this option get added to upcoming updates? 

1
Bowgy4
3 years ago
Apprentice
Aakash GApprentice

Microsoft Teams Integration for Ticket raisingClosed

 Our company currently uses Freshdesk as a ticketing system. MS Teams has been integrated with Freshdesk. Freshdesk Agents are getting notifications via Teams when new tickets are created and when Submitters reply to tickets. Would it be possible for our customers to raise a ticket as well as submit a survey in Freshdesk via MS Teams?

1
Bowgy4
3 years ago
Apprentice
guevaramarisolApprentice

Resizable itemsClosed

We need to see the custom fields when adding a new ticket or updating one, the properties seccion can be resizable, instead of fixed?In order to see the total of custom fields to field in less space and no need of scrolling to see the entire fields.

0
Apprentice
3 years ago
Apprentice
Pieter DekeyzerApprentice

Filter on serial number and custom fields in overview assetsFuture Consideration

In the overview of assets we need a possibility to filter the assets on serial number and a custom field (IMEI number for mobile devices).It would be very usefull to have an option where you can choose the fields you want to show in the filter pane.

0
Apprentice
3 years ago
Apprentice
melaniet

Enhanced visibility & reporting for auto-responsesClosed

1. View the requester notification email within the ticket thread UI (as a private note)2. View the email to requestor (custom automations) within the ticket thread UI (as a private note)3. Visibility to the time/date stamp of the requester notification email (when ticket is created) in reports4. Visibility to the time/date stamp of the auto-response email (automations) in reportsFor #1 & #2 (UI), as an enable/disable setting in Email Notifications settings and automations for send email to requestor that when enabled, the system-generated responses are within the ticket thread with a slightly different background highlight (like private notes) & collapsible (similar to the detection of out of office emails).For #3 & #4 (reporting), to have the time/date stamp of the requestor notification and automation email responses when viewing and exporting ticket reports.

0
Apprentice
3 years ago
agumike
Apprentice
agumikeApprentice

Better License Allocation FeatureClosed

At the moment, we have several SaaS apps that have multiple tiers within one contract.Some offer a limited number of guest accounts when you have a paid account, while others offer free service for all users, with additional paid features.For instance, in the image below, I’m able to create the contract for this service, add the number of paid seats “Members” and the number of free seats “Guests”. However, I can only assign a total of 2 seats from the first line Item “Members”.  

0
agumike
Apprentice
3 years ago
juliankauai
Apprentice
juliankauaiApprentice

Simplest and easiest idea to implement will generate greatest productivityClosed

On the indivdual ticket page. Make the envelope icon (which currently does nothing) a button to copy email address. Otherwise we are all fumbling around trying to hightlight the address to grab it. Thanks 

0
juliankauai
Apprentice
3 years ago
Contributor
gwelstedContributor

Allow the ability to create new tickets via email to be toggled off.Closed

Give a toggle so that we can stop new ticket emails but still allow replies via email.  we want to push service catalog adoptions and do away with email ticket intake.

0
Contributor
3 years ago
Top Contributor ⭐
jmfreshuserTop Contributor ⭐

Patch reportingClosed

It would be awesome if the Freshservice Discovery Agent could pull a list of installed Windows updates - would be rather powerful for lightweight reporting on update compliance. Doing the equivalent of Get-Hotfix or « wmic qfe list full» and uploading the results along with installed software should be a no-brainer.

1
3 years ago
Contributor
Toni-MarieBContributor

Freshdesk mobile app notifications improvementClosed

Freshdesk mobile app.One of our users has the Freshdesk mobile app on their iPhone XS Max. They find the notifications page to be REALLY useful. The only frustration is that if they have multiple notifications for the same ticket, when they click on a notification, they’re shown the latest message on the ticket, not the message that triggered the notification. Is there a setting that will change this, so each notification shows the message that generated the notification? This would make it MUCH easier to navigate a tickets recent history on a mobile device.

0
Contributor
3 years ago
Contributor
Toni-MarieBContributor

Last email sent on ticket placeholderClosed

It would be great to have a placeholder to pull in latest email on a ticket in notifications. Many of our agents use notifications in slack and are keen to be able to see the email that triggered the notification. Currently, it shows original ticket message.Even better if the placeholder was dynamic enough to show latest communication, be that email or note. 

4
Contributor
3 years ago
DTirado
Apprentice
DTiradoApprentice

SortingClosed

Would love if we could sort tickets by Agent.I need to see all unresolved tickets, but I need mine to stay at the top of the list.   

0
DTirado
Apprentice
3 years ago
Contributor
BowmanCoContributor

Include Custom Fields in Bulk Update ActionsFuture Consideration

Please include custom fields to bulk update actions for tickets, assets, etc.

0
Contributor
3 years ago
Contributor
BowmanCoContributor

Set Business Hours Based on Time of Year (Busy Seasons, Summer Hours, etc.)Closed

Our Firm has different business hours at different times of the year.  For example, from February  through mid-April, we are open longer hours during the week and for four hours on Saturday.  Then, between Memorial Day and Labor Day, we close early on Fridays.I would like to be able to setup our Business Hours schedule based on calendar dates.Thank you.

0
Contributor
3 years ago
Contributor
BowmanCoContributor

Please Allow Email Notifications for Project Task Updates to be DisabledClosed

Currently there is no way to turn off email notifications for ‘New update on the task you are watching’.When I create a project and assign tasks to other agents, I get an email every time they close a task, stating that the status of the task changed from ‘open’ to ‘closed’. I’d like to be able to turn these notifications off.Thank you.

0
Contributor
3 years ago
michaelmartel
Skilled Expert
michaelmartelSkilled Expert

Purchase Order Tax FieldsClosed

We would much prefer that the tax fields in the Purchase Order be the actual value instead of calculated by a percentage. Buy items for offices and people across the US and can’t possible know what the tax rate is for each location.

1
Contributor
3 years ago
Skilled Expert
mbaumanSkilled Expert

Improve the contact and company management UIClosed

I’m surprised by just how anemic the options are for viewing and managing customers and companies.  I’ve found myself needing to export the contacts to a CSV for me to be able to search through for what I want to find.  This is… cumbersome to say the least, and according to support, it’s the best option. Some options that are essential for managing contacts:Sort by columns (other than the contact name) Filter by a missing company (to find unaffiliated contacts) A (sortable) column for number of associated tickets Ideally support for customizing the displayed columns (including custom fields) Filtering by more fields, including custom onesSome options are essential for managing companies:MORE COLUMNS. Seriously, just two columns are displayed? Specifically, I’d like to see SLA/support tiers, total number of associated tickets, health score, and other custom fields Just like contacts, support for sortable (and ideally customizable) columns Filtering by SLA policy, by tier, by custom field.

6
3 years ago
hugradar
Apprentice
hugradarApprentice

Out Of Office (OOO) / shift times stop auto assignmentClosed

Hello It would be great if Managers can set Agent Shift times (For certain Days, Weeks, etc), and if Auto Assignment is enabled for a group, then agents in that group do not get assigned tickets outside of their shift times. Same goes for Holidays, the Manager can add Agents Holidays into the calendar, so Agents dont get Auto Assigned Tickets whilst on leave or out the office. I know you can manually toggle this on and off, but sometimes people forget or leave machines on and then there is an admin task for a manager to go and turn it off.

0
hugradar
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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