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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

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Apprentice
matthew.osmanApprentice

Create 1 ticket when multiple groups are on the emailClosed

Maybe this is something that is unique to my organization. We have 12 groups who support different areas of the company. Our end users may not know who to contact so they will contact multiple groups, which in turn creates multiple tickets. We have this taken care of by using one of the apps for merging these tickets together.The problem is that this is also merging issues we do not want to be merged together. We have the merge time as low as we can go, but we get automated messages that the system can trigger 30 emails to come in one minute. This should be creating 30 tickets, but they are all merging into one.Freshdesk should be able to look at the email chain on creation and create only 1 ticket if there are multiple email addresses from support on the message.

0
Apprentice
3 years ago
Apprentice
jc88Apprentice

Search Index - ImproveClosed

Hi all,I am a bit disappointed in the current search of Freshdesk. At this moment you can only search if it is EXACT or starts with.I cannot search if its in the middel of a word or number. Example:I have number 123456789 and I want to search for 3456 or 6789 it will not find it. This same is with words: thisisatestsearch, if I want to search for “testsearch” or “estsearch” it will not find id.Is this something you guys are gonna improve?

0
Apprentice
3 years ago
Vijendra Sawant
Apprentice
Vijendra SawantApprentice

Allow more hierarchy level in Pro License version for Knowledgebase/SolutionClosed

In Enterprise Licensing one has the flexibility to have folder hierarchy upto 5 to 6 levels. However at the Pro Licensing version we just have the Flexibility to have folder hiearchy upto 3 levels only.For example :- Category → Folder → Articles.This is very trivial ask as far as setting up knowledge base solution system for any company. This seems very limiting for Pro License type.Either this criteria should not be govern by the License type or allow more levels for Pro License.  

0
Vijendra Sawant
Apprentice
3 years ago
sundermannc
Apprentice
sundermanncApprentice

Larger ticket submission acknowledgementClosed

When someone submits a ticket through the portal, the acknowledgement they get on the screen is very small and sometimes missed by the end user.If they don't notice this box (which is only up there for a short time), the "submit” button is grayed out and they think they can’t submit a ticket.I would like to be able to configure this to be a larger, full screen message in the middle of the screen. Then, it should take the user back to their list of tickets, vs remaining on the submission page.

0
sundermannc
Apprentice
3 years ago
Apprentice
matthew.osmanApprentice

Webhook creates new ticket on every responseClosed

We have a webhook to create a new ticket on closed tickets. Several issues with this.When the user responds and creates the new ticket if anyone outside of Freshdesk responds to their email we will get another new ticket opened. The new ticket does not contain the other users in the To or CC fields of the original.

0
Apprentice
3 years ago
dany.b
Apprentice
dany.bApprentice

Add Automation action : Send email to [custom field]Closed

Be able to use a custom field in automation actions, in the form "Send an email to [custom_field]". By using a TEXT field (where we could use comma or semicolon as a separator). Or that you define a new custom field "email" with the same principle as separator. ThanksDany

0
dany.b
Apprentice
3 years ago
dany.b
Apprentice
dany.bApprentice

More than one webhook per automation + pass information to next actionClosed

Allow in automation webhooks, to be able to make a GET call and retrieve and pass the information to the action that follows. Be able to do more than one webhook per automation. An example application: Retrieving information from an API field (like cc_email) and then updating a custom field (in the name of "participant"). Or, to be able to use the result of the GET via the fields of the placeholder. ThanksDany

0
dany.b
Apprentice
3 years ago
dany.b
Apprentice
dany.bApprentice

Linked a custom field with an API fieldClosed

Have the option to use the API through the agent portal, when adding custom fields, to the ticket. That is, linked the value of an API field to a custom field. And that, in reading and writing (to be able to update the value by the interface)

0
dany.b
Apprentice
3 years ago
Apprentice
ToniBonserApprentice

Last event performer placeholder for ticket responsesClosed

When responding to tickets on Freshdesk, it would be great to have a placeholder that pipes in the name of the last person that replied on the ticket.For example, 1 person could raise a ticket, the agent responds, but then a second person at the requester’s end could respond.In this case, when the agent replies, the placeholder greeting would still say the original requester’s name.

1
ehusband
3 years ago
Apprentice
Steve RohdeApprentice

Support for Google Analytics 4 Tracking IDs?Closed

Hello,  Google will sunset their Universal Analytics product 01 July 2023.  See link → Make the switch to Google Analytics 4 I’m mentioning this because Freshdesk’s Goggle Analytics app only supports Universal Analytics tracking IDs and does not yet support tracking IDs for Google's replacement product, Google Analytics 4.Can you tell please me if Freshdesk plans to update their Goggle Analytic app so that it supports Google Analytics 4?  If so, when? Thanks,Steve

1
Contributor
3 years ago
Contributor
zachContributor

Support for Google Tag ManagerClosed

Many companies use Google Tag Manager to deploy their analytics and other tags to their web properties. In addition to the Google Analytics App, there should be a Google Tag Manager App available for Freshdesk. Would also solve:  

0
Contributor
3 years ago
Apprentice
Rebekka_BeuthApprentice

Link between knowledge articel and canned responseClosed

Within a ticket response, the agent must be able to jump from a knowledge article directly to the associated Canned Response. Currently, it has to go to different places - first in Knowledge Management to find the solution, then in Canned Responses to find the answer template, which makes no sense at all. 

0
Apprentice
3 years ago
Apprentice
Rebekka_BeuthApprentice

Role concept within knowledge article sClosed

Role concept within a knowledge article to make different content accessible for different teams / levels. 

0
Apprentice
3 years ago
stevemc
Active Contributor
stevemcActive Contributor

Feature request: Auto-number field for DealsClosed

The new auto-number field is a welcome addition.  Our organization has a need to track deals, quotes and documents using a unique id.   It would be a welcome addition to have the same field type added to Deals and it seems custom modules as well.

4
Riel
3 years ago
Apprentice
carla4

Request for "Follow" option for solution articlesClosed

We have received a request from our users that would allow them the ability to “Follow” a solution article, much the same way they can “Follow” a post in the Forums. This would enable them to receive updates if we tweak an article or make a change.

2
Leah
3 years ago
JTAVOLARO
Top Contributor ⭐
JTAVOLAROTop Contributor ⭐

Quick Insert features and templatesClosed

Why aren’t the quick insert feature and templating available for FreshService Knowledge articles like they are for FresnDesk?

0
JTAVOLARO
Top Contributor ⭐
3 years ago
jsynotte
Apprentice
jsynotteApprentice

Resizable text boxClosed

Would be great to have resizable text box in the reply and add note in the ticket system.The field is sometimes to small to see all the text

0
jsynotte
Apprentice
3 years ago
Understatement CX
Apprentice
Understatement CXApprentice

CASTClosed

After many communicating with Freshdesk agent and found out there is a bug that it can’t be solved. We want to send client with CAST (customer satisfaction) based on their language preference (our setting is English, Swedish, German and French) so we set the email notification to the requester which is the only way we can do in several languages however at the same time, we want to exclude CAST from some email, for example our vendors and colleagues, so we put the exclude tag setting in Automation and ticket update. With such settings as a matter of fact create the ‘conflict’ and turns out some people still receive both emails.   

0
Understatement CX
Apprentice
3 years ago
Contributor
Linus LinderContributor

Share your Knowledge ArticleClosed

Hello,I’m sick of writing articles (KA), knowing that these articles already have been written:Solution 1: FreshService if offing a bunch of standard KA for topics like: Office, SAP, Windows …Solution 2: We as customer can share our knowledge articles with the public. Other customers of FreshService can copy the KA into their environment in the actual shared version.This would push the Knowledge Management to the next level.FreshWorks could think of a benefit program for customers that shared a lot of downloaded knowledge articles.Would be great!

0
Contributor
3 years ago
Contributor
Linus LinderContributor

Integration with CelonisClosed

Hello, we are using Celonis (Process Mining) and I want to connect FreshDesk to Celonis.Celonis is the big player on the market when it comes to Process Mining. ServiceNow has already signed a partnership (https://www.celonis.com/blog/servicenow-partnership-digital-transformation/?utm_source=google&utm_medium=cpc&utm_campaign=evergreen&utm_content=en_maxconvvalueservicenow_partnership_eta&creative=605735558297&keyword=celonis%20servicenow&matchtype=e&network=g&device=c&_bt=605735558297&_bk=celonis%20servicenow&_bm=e&_bn=g&_bg=134342478386&gclid=CjwKCAiAheacBhB8EiwAItVO20JdCYg0ckmqy1wZR83a4Ihp1kWzJuJXr5pZ2-Xie7DEjNKEz9anJxoCifAQAvD_BwE).I think this will bring Freshservice zu the next level.Feel free to reach out to me, I’m willing to offer our Celonis Environment for a pilot.I’m sure this will bring the whole service process to a next level.Linus

0
Contributor
3 years ago
Contributor
HoopermanContributor

Deputy feature/shared ownership for customerClosed

It would be great to have a feature that allows a customer to add an additional person/customer as a deputy/substitute who can then access the ticket as well via his/her own account. That would be very useful, because customers want to grant access to selected tickets to co-workers from time to time, e.g. because of vacation or sick-leave. It’s kind of shared ownership for customers.The feature called 'Allow this contact to view all tickets from this company' which can be enabled on the contact details page is way too global for our needs. We need a feature for single tickets and particular customers. Thank you.

0
Contributor
3 years ago
Apprentice
zorbanApprentice

Ability to Stick a Response or Note to Stay on the Top Within a TicketClosed

We constantly have to spend a lot of time to scroll through long conversations within a ticket, so it would be great if there would be a way to mark a response or note to always stay on top regardless of the date/time it was created. I imagine this would be great time saver for many.

2
Apprentice
3 years ago
Apprentice
shadyApprentice

Allow Screenshot in ChangesClosed

Allow screenshot under changes notes and plan fields, We use this heavily and having to save screenshot then uploading it is very cumbersome. Would love the ability to copy and paste screenshots 

0
Apprentice
3 years ago
Dani
Apprentice
DaniApprentice

Attachment and drag and drop functionClosed

In FreshService when you attach a file or try and drag and drop a file then it only allows you to do one file at a time.Could a future enhancement be that you can select a multiple files and drop them or attach them.  At the moment if you highlight more than one file and try and attach or drop only the first document appears on the ticket. 

0
Dani
Apprentice
3 years ago
Contributor
LukeACContributor

Raise tickets to Freshdesk from FreshserviceClosed

As is already allowed on Freshdesk, when the integration is enabled.If tickets are routed to the incorrect platform, only Freshdesk is easily able to raise a ticket into Freshservice, not the other way around.

0
Contributor
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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