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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
Contributor
bsinghContributor

Enhance Dashboard - Customer SAT survey widgetClosed

Currently, the customer SAT survey widget doesn’t have the option to include a date range and it doesn’t go beyond 30 days (this month).It’d be great to have this feature added to Dashboard widgets. 

1
Contributor
4 years ago
KrisC
Skilled Expert
KrisCSkilled Expert

Ability to add multiple requesters to ticketsFuture Consideration

Hello again, It would be a very beneficial to add multiple requesters to a ticket from a workflow. Use case is our onboarding workflow. We have several stakeholders that need to see the ticket details, currently we are sending an email with the ticket details from a workflow but it would be much nicer for them to be able to just view the ticket as if they requested it and be able to add comments to it. The public ticket view works but its very plain and not very detailed on what's going on. If we could add multiple requesters to a ticket so they get notified as well as can see the ticket fully it would be a great addition plus emails get lost and sometimes the onboard doesn't happen for a few weeks and it gets forgotten. 

2
KrisC
Skilled Expert
4 years ago
Apprentice
gregApprentice

Ability to share multiple Solution Categories with individual productsClosed

It would be great if when running multiple products you had the ability to associate multiple solution categories with that individual products. For example you may have one category with foldres and solutions that relate to that individual product itself but also another category that is common to all products thus enabling you to only maintain one instance of the common category solutions for all products whilst still delivering additional solution content relating to the specific product.Whilst the idea of being able to set the visibility of a folder works well, to effectively achieve sharing common solutions across multiple products with this feature wold require you to place everything within one category only. Ideally setting the visibility on the Category is what is really sought.

6
spiderman02
4 years ago
JohnFaig
Apprentice
JohnFaigApprentice

Feature request: remove ccClosed

Most users submit a ticket to the help desk my mailing our help email address.  A few users, however, directly email members of the helpdesk.  We forward the email so that we can track and manage the ticket.  The ticket gets created with the user as the primary contact.  Unfortunately, the support user’s email get included as a cc.  When I edit the ticket, there is no way to remove the cc field.  So, everytime we reply to the ticket, we have to manually remove the cc field each time.   

0
JohnFaig
Apprentice
4 years ago
Apprentice
tombulApprentice

Adding color blind supportClosed

The current default view of Freshdesk is not very friendly to color blind users, as most of the colors used in the text editor are rather hard to differentiate. Adding in support for at least the most common forms of color blindness would alleviate this issue.

0
Apprentice
4 years ago
Apprentice
kazmieApprentice

Resolution time in AnalyticsClosed

Currently we have an automation that closes tickets that are resolved and not updated for X amount of hours, but when you go into Analytics, Resolved time and Closed time shows the same time even though it is different. If Resolution time could reflect the actual amount of time spent on the ticket, then we could report our SLAs better. If we could create a report that would only show resolution time without counting the time before it gets closed also would be great. 

0
Apprentice
4 years ago
Roopa Dass
Apprentice
Roopa DassApprentice

Ticket List View filters to show only full time agentsClosed

At the moment All the agents, including occasional agents, are listed in the "ticket list view" filters. It will be great to have this filter show only full time agents  

0
Roopa Dass
Apprentice
4 years ago
Contributor
mwuContributor

Round Robin Auto Task AssignmentClosed

It would be nice if the round robin assignment method works with tasks. Right now you have to specifically assign a task to an agent. 

4
4 years ago
Apprentice
kristinn.h.sveinssonApprentice

Remove agents from being selected, f.e. if they have quitClosed

Hi.  We have agents that have quit but I don’t want to delete them because then I loose some of the history and statistic regarding those agents.  I also don’t want to move their tickets to another agent as that also creates a dilemma in the same way.  Please find a way to remove those agents from being seen and selected for other agents when working on tickets.

0
Apprentice
4 years ago
Apprentice
lawrence.giordanoApprentice

To-do ListClosed

Hi, It would be a good idea to have to-do lists within fresh service, these would be manually created to manage tasks which may not be linked to a incident. This feature means Fresh Service can be used to manage an agents workloads more effectively all within one system.

5
4 years ago
Contributor
robert.haerkensContributor

Quote certain lines from a reply in the editorClosed

We are often copying/pasting certain lines of questions from clients and add responses to them. I mark the lines with > characters to indicate a quote like this:> this is a quote of a question But is is a lot of work when you have multiple lines and it never really works great when the width of a message causes the lines to break. It would be great to have a markup option like we have in this forum: Even in this forum you can use a quote to format a line It would make answering questions so much more efficiënt.Please add such a format option.Thanks!Robert

0
Contributor
4 years ago
Contributor
jgaltContributor

Sort Recent Activity by Agent on DashboardClosed

I would love to be able to sort the standard Recent Activity view on the dashboard by agent. It would be very useful to see their activity log in one place. 

2
ElyF
4 years ago
Apprentice
JroosApprentice

Dashboard Filter for VIP RequestersClosed

There is currently multiple filter options available however, it would be awesome to have the option to filter by VIP. The only workaround I have seen for this is if they are agents and then assign them to the group however, that is not feasable to purchase a license for all VIP requestors.  Also, I tried to filter by department already and it only works if they have a license since this is an agent view. So if we could have the option to filter by VIP requestors and/or requestors groups, that would be awesome! Then we can put that on the dashboard for a quick overview of the helpdesk. 

0
Apprentice
4 years ago
Apprentice
BretMCApprentice

Allow "Supervisor" Permission Level To Access Scheduling Dashboard For Field Service AgentsClosed

The Field Service Agents module is a very helpful tool. Usually, the person who is handing a lot of the scheduling for Field Service Agents is in a “Supervisory” capacity and not an “Admin” capacity.  In order for a user in FreshDesk to access the very valuable “Scheduling Dashboard” for Field Service Agents, they have to be given “Admin” level access, which means they have access to everything (except account information) in the FreshDesk system.  This makes no sense and is incredibly restrictive.PLEASE add the permission of a Supervisor to access the “Scheduling Dashboard”!

0
Apprentice
4 years ago
ry4np4trick
Apprentice
ry4np4trickApprentice

Analytics - Allow for single line custom text fields to display in underlying dataClosed

Need the ability for single-line text fields to be available to be shown/exported in Analytics under show underlying data.

2
zachary.king
4 years ago
matheus.wilke
Apprentice
matheus.wilkeApprentice

Answers bot filter by category, folder or tagClosed

I would like to suggest that the chatbot for chat and whatsapp has a filter by category, folder and tags to find articles in the knowledge base. Today he can only define the knowledge base he looks for, but it would be ideal if we can direct the bot to a certain category or folder depending on previous responses from the client.

0
matheus.wilke
Apprentice
4 years ago
Paula
Active Contributor
PaulaActive Contributor

NPS/ CSAT whatsappClosed

Hi!I really need to measure the satisfaction of calls via whatsapp. However, Freshchat does not allow the survey to be sent via whatsapp. What is the solution for these cases?

0
Paula
Active Contributor
4 years ago
Apprentice
Francois001Apprentice

Canned forms - Setting to choose if answer to the canned form is public or private in ticket historyClosed

Could you please add, in canned form configuration, a setting allowing to choose if the answer to the canned form is public or private in the ticket history.The setting should be set to private or public for each canned form, not a global setting.Thank you

0
Apprentice
4 years ago
Elelfem
Apprentice
ElelfemApprentice

Improve branding of customer portalClosed

As a Freshdesk admin I want to be able to resize the logo so it looks like other communication of our company. Now we tried uploading a smaller one, but it still is shown big with a low quality even.The portal name shown, should then be aligned vertically centred with the logo.The white space which is added around the favicon should be removed/not added.  

0
Elelfem
Apprentice
4 years ago
Andrew Keeley
Skilled Expert
Andrew KeeleySkilled Expert

able to see which articles have a flow mappedClosed

In the answers section of the bot creator you can map an solution to a flow. When flows are mapped the setting for how many articles are presented must be set to 1. However, from the menu it is impossible to see which solutions have a flow mapped, this makes it very difficult to find and remove/change existing mapped flows, or to identify solutions that are missing a flow.

1
Andrew Keeley
Skilled Expert
4 years ago
Andrew Keeley
Skilled Expert
Andrew KeeleySkilled Expert

Freshdesk should not expose the last names of agentsClosed

Freshdesk currently exposes the last names of agents (if set) to customers and provides no means to conceal it beyond manually removing the last name value from each agent profile. This is time consuming and will get overwritten if SSO integration is configured to sync Active Directory. Provide a setting to disable sending agent last names to customers.It is currently possible to completely hide the agent names, but this is not a desired alternative.

2
Andrew Keeley
Skilled Expert
4 years ago
Andrew Keeley
Skilled Expert
Andrew KeeleySkilled Expert

move freshchat bot segmentsClosed

When creating a freshchat bot I appear to be unable to move segments around and change their order. This means to change the order I have to change how they are linked behind the scenes via conditions. 

2
Andrew Keeley
Skilled Expert
4 years ago
Apprentice
shannonwheelerApprentice

Reorder button or Folders to contain Scheduled TicketsClosed

I wish there was a way to reorder, organize, sort, or organize the scheduler. We have close to 1000 scheduled tickets and it is impossible to keep track of these for all our groups due to the INABILITY to organize them. 

0
Apprentice
4 years ago
nntun03
Community Debut
nntun03Community Debut

random answersClosed

Hello! I have tried a few chat bots and some have random answer option, is that possible with FreshChat?  I can only input 1 answer , ie no variation to the answer, so realism is greatly reduced.ANy leads would be appreciated.Thank you!

1
4 years ago
Contributor
kevinl-stcuContributor

FreshService Generic Helpdesk SignatureClosed

Hey there,It would be nice to have a place to manage a general signature for FreshService tickets and a placeholder that could be referenced in emails sent out to users.We could setup a nice looking signature, that includes logos, stylized text for emails sent out by email notifications, workflows, and supervisors. This way, when we need to modify that signature in the future for brand style changes or any other reasons, we would be able to do it from one central location, rather than having to hunt through every email notification, workflow automation, and supervisor to make sure they are modified and all match.Thanks!

0
Contributor
4 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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