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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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justin.mallette
Apprentice
justin.malletteApprentice

Set two filter components against each otherClosed

It would be awesome to have the option of setting filter components against each other in the same filter. For example, being able to set a filter for Articles where Last published date is not created date would be helpful. If I were to set up a trend graph where I wanted to view how many articles were updated each month, being able to create a filter like this might remove articles that were created that month since they were technically published. This might also be helpful since it excludes articles that were modified, but are yet to be published. 

0
justin.mallette
Apprentice
3 years ago
Mohammed Saif
Apprentice
Mohammed SaifApprentice

Ability to send feedback survey links via WhatsappClosed

Would like to send feedback survey links to the customers via whatsapp, currently, the links are sent via email only and tend to be lost with other emails, if we can have an option to send survey links via whatsapp this will help get more survey responses and work with the team to enhance the customer satisfaction and provide a quality support

0
Mohammed Saif
Apprentice
3 years ago
Apprentice
kristinn.h.sveinssonApprentice

Shared ownership for default Statuses like "Open" and moreClosed

We see great benefit of using shared ownership for default Status options instead of creating new Statuses.  This can also be solved by hiding those default Statues if we have to create new ones to be able to use shared ownership so they won’t appear for agents and customers.

0
Apprentice
3 years ago
Apprentice
krtjApprentice

Default "Companies" filter for contacts, should be "All companies" when viewing their ticketsClosed

In our Freshdesk instance, our contacts typically have access to 20-40 companies.When signed in to the customer portal (as a contact), viewing tickets, the “Company” filter is by default set to the default company on that contact.In most cases, the default company for our contacts is irrelevant. They really do not have a default company, but rather manage a portfolio of companies. In our case, it would be better if the “Company” filter defaulted to “All companies”, so that when viewing their tickets, they see all current tickets.We’ve had much feedback from our contacts, telling us they are not seeing their tickets, when in fact its only the “Company” filter that filters them out.

1
JUTrust
3 years ago
Ravia Xu
Apprentice
Ravia XuApprentice

Feature Request: Freshdesk Native Integration with App Store & Play Store commentsClosed

We found native integration tools to be more convenient, more approachable and less of a hassle. With regards to that, it would be awesome if the native native integration of Freshdesk with App Store & Play Store comments could be provided in near future.

0
Ravia Xu
Apprentice
3 years ago
Ravia Xu
Apprentice
Ravia XuApprentice

Feature Request: Freshdesk Native Integration with YoutubeClosed

Considering the widespread use of Youtube, it would be awesome if Freshdesk could provide a native integration for Youtube so the inquiries circulating on Youtube can be monitored on our all-in-one platform, Freshdesk.

1
Ravia Xu
Apprentice
3 years ago
sasimmb
Apprentice
sasimmbApprentice

customer portal - storing set optionClosed

in customer portal, there is a button to sort the messages, but the setting does not store user’s choice, meaning every time you enter the task, order of tasks comes back to ‘newest first’ and every time you have to change it to ‘oldest first’ if that’s your preference. support said there is no such functionality and i should write about it here, so yeah, here I am. 

0
sasimmb
Apprentice
3 years ago
Apprentice
forrestbApprentice

Add a Direct Ticket Link Using Ticket ID PlaceholderClosed

I would like to have a direct ticket link when the ticket number is added in the description. You should be able to click on the ticket number and that will take you right to the ticket instead of having to search the ticket number and then clicking on the ticket. Would love to see this implemented to where if I have a placeholder with the ticket ID set up in a child ticket template I will have a quick link back to the parent ticket all set up automatically.

0
Apprentice
3 years ago
Apprentice
forrestbApprentice

Button to Go Back to Parent Ticket from ChildClosed

I would like a button to get back to the parent ticket from the child ticket, just like how you can click the child ticket on the top when in the parent ticket (pictured below). 

0
Apprentice
3 years ago
Apprentice
tim.nethersApprentice

FreshService Boards: Filterable Board ColumnsClosed

The board feature is the direction we’d like to go; however, the default views are not helpful. We don’t really need to see our resolved and closed tickets. But we would love to be able to create our own board columns with our own custom filters, i.e. location, or department, etc.

2
Apprentice
3 years ago
Apprentice
lexifalApprentice

Reset SLA timer after every responseClosed

We deal with multiple clients daily and sometimes these clients open tickets without giving us the full information of what the issue is. One of our agents would respond to this ticket but by the time the customer responds again the ticket would be marked as ‘Overdue’. We would like to have the option to reset the SLA timers for certain customers - one option when the customer responds, and another option when the agent responds.

0
Apprentice
3 years ago
Kapwing
Apprentice
KapwingApprentice

Spam ReportingClosed

I just recently learned that when marking a ticket as Spam they are deleted after 30 days and no data is being tracked and no report is available to analyze the incoming volume that my employees are marking as Spam.When my CEO asked me to perform an analysis on the incoming Spam to identify the time our support team uses on spam tickets I was unable to do so beyond the 30 days. Please add a Spam reporting metric where we can pull historical data that we can analyze this volume.

0
Kapwing
Apprentice
3 years ago
Apprentice
ksimpsonApprentice

Add a "By Month" option when grouping by "Date" in AnalyticsClosed

I am requesting that the “By Month” date option be made available when the GROUP BY is set simply to “Date” in an analytics report. “By Month” is currently available when choosing specific date fields to group on such as “Resolved Date” or “Created Date” but not when using just “Date”. This is an issue when two date metrics are included in one chart.   

0
Apprentice
3 years ago
Apprentice
tmartinjshApprentice

Notification Filtering / Better Triage support for NotificationsClosed

As a manager, I am copied on healthy portion of our tickets.  I would like a way to see ticket’s where someone copied me on with a response vs messaged me directly.  Direct responses would receive a higher focus from me. A dashboard of tickets with the most responses would be a great tool to triaging from a manager perspective.

0
Apprentice
3 years ago
Skilled Expert
mythumbsclickSkilled Expert

Powershell Orchestration App - Provide Support for CredSSP AuthClosed

Hi A feature request for the Powershell Orchestration app to provide CredSSP authentication.Currently only basic auth is supported. With CredSSP support, it will enable us to run Powershell scripts that can read secure credential files that then connect to Exchange Online to carry out tasks. Basic auth wont allow this. 

0
Skilled Expert
3 years ago
Apprentice
vmrg.comApprentice

Make the feature "Detect automated replies" do what it supposed to doClosed

There is a beneficial feature in Freshdesk called “Detect automated replies.” It is a part of the Advanced email settings. It could be highly feasible, at least at first sight.The feature brief description states:“If yes, automatically identify automated replies in the ticket and do not consider them as customer responses.”“Brilliant! That’s exactly what we needed!” you may think. But then you realize that the only purpose of this setting is to have the ability to update the existing automation so that the automated replies won’t reopen the tickets. But the “Customer responded” tag will be assigned to the ticket, and that is by design.In other words, with this feature enabled, the ticket's automated replies will be considered customer responses, making the rule almost useless.I suggest making the mentioned feature viable OR changing its description. 

0
Apprentice
3 years ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

content detection on customer replies in relation to status changesClosed

We frequently reply to the customer asking them to let us know when they have received equipment or to let us know if a noted problem continues after we’ve attempted a fix.  We send this and set the ticket to Pending hoping to use an automated state change and the “customer responded” labeling to simplify ticket management. Unfortunately many customers are over polite and feel the need to respond back with “think you” or “I will” statements which trigger both the “customer replied” flag and an automation moving the ticket back to Open status.  Since our SLA’s are affected by tickets in Open status, this becomes problematic.  If Freshservice could detect specific phrases in conjunction with the length of a customer reply to apply some AI to when status change automations and labels happen, that would be a welcome feature!

1
Apprentice
3 years ago
Apprentice
luskentyreApprentice

"Reply" button label textClosed

Can some consideration please be given to re-labelling the “Reply” button in Freshdesk?  On a daily basis we get volunteers responding to a note we’d added using “Reply” instead of “Add note” and sending comments to the client my mistake.  It would make more sense to label it “Email client” perhaps? 

0
Apprentice
3 years ago
vincentz
Apprentice
vincentzApprentice

Feature Request : Pending time on AHT ReportClosed

I would like to propose an enhancement to the Average Handling Time (AHT) FeatureAs we know, AHT can track how much time agents spend starting from the ticket created until the ticket is marked as resolve/closes. We want to know the calculation of time spent on time like Pending status. We also want to track how much time a ticket spends when it is pending. Because it's important to us, to see why the ticket spends how long it takes in Pending status.

0
vincentz
Apprentice
3 years ago
zhdd
Apprentice
zhddApprentice

Freshdesk mobile app for requesterClosed

Right now Freshdesk mobile app is only available to be used by the agent, and I would like to propose an enhancement so that the mobile app can be used/access by the customer/requester side as well. So it will be easier for them to raise ticket and keep track of their ticket from the mobile app instead of going into the customer portal

0
zhdd
Apprentice
3 years ago
dariabyrne
Contributor
dariabyrneContributor

Change Growth Plan Wording of "Submit a Ticket"Closed

Change verbiage to “Describe your issue by completing the support ticket form”. It does not make sense to "fill up” a form. Thank you!

0
dariabyrne
Contributor
3 years ago
shopcirclebrett
Apprentice
shopcirclebrettApprentice

Who's viewing/editing a ticket in the list viewClosed

We can see if there’s anyone viewing or editing a ticket when in the ticket itself, but it would be nice to see if someone is editing/viewing a ticket in the list view (card or table view). This can help the agent’s efficiency when looking to see which next ticket to open.

0
shopcirclebrett
Apprentice
3 years ago
raja.pavankumar
Active Contributor
raja.pavankumarActive Contributor

Assign Knowledge base article feedback tickets to the Author agentClosed

Managing a good knowledge base has its challenges. Freshservice automatically creates a ticket when articles are downvoted or when requesters mark articles as not helpful or irrelevant.For such cases, to ensure the Author agent proactively actions on the feedback, we can setup the below automation which will trigger on all Article feedback tickets.Refer attachment

1
raja.pavankumar
Active Contributor
3 years ago
raja.pavankumar
Active Contributor
raja.pavankumarActive Contributor

Disable additional items across platformsClosed

Currently, when you have service items that are part of a bundle or part of Employee onboarding kits, you might want to hide these items in the catalog. Hiding the items can be done via portal customization, however the gap here is that these items are still available to be placed via the mobile app. Restricting visibility to the individual service items via catalog access settings will result in these items being hidden in the bundles as well, so to address this gap, you can construct a workflow as below to ensure that such requested items are not processed, we can setup a workflow as below and this will ensure that such SR tickets are automatically rejected. 1. Event: Ticket is raised. 2. Condition:Use a reader and refer a custom object to refer a table, if the setup is required for a large subset of items that are to be only requested in a bundle or in onboarding kits.ORTicket.requesteditems includes any {{All service item names that are to be hidden}} 3 .Web request : GET Tickethttps://ABC.freshservice.com/api/v2/tickets/{{ticket.id_numeric}}?include=related_tickets**4. Parser: **Source:{"ticket": {"related_tickets": {}}}Output:Define the "related_tickets" variable as a string.5. Condition: Ticket.requesteditems includes any {{All service item names that are to be hidden}} Parser output: P1.Root...IS EMPTY 6. Action: Send email to requester //to not request this item individually. Delete ticket

0
raja.pavankumar
Active Contributor
3 years ago
Apprentice
Abdul RahmanApprentice

Inventory stock count notificationClosed

Hi Team,Freshservice has the capabilities to add and manage assets. It will be great to have notifications triggered when the number of available asset count is reduced below a threshold. So the purchase order team can plan accordingly for future assets.

1
raja.pavankumar
Active 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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