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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
kevin.wilemonApprentice

Update ServiceBot Slack permissions to auto-authorize for usersClosed

The Slack ServiceBot is a great resource to streamline engagement with our users directly in Slack. Unfortunately, the current ServiceBot’s permissions only allow Slack admins to authorize the app for installation with a Slack org but still requires each user to search for the app and manually install it before they can interact with the virtual agent. This prevents teams from being able to roll out the ServiceBot (or the slack user agent) to groups/teams/company wide. This is due to the ServiceBot missing the following two permissions that is common with most Slack virtual agents: “Start direct messages with people” “Start group direct messages with people”Adding these two permissions would grant the ServiceBot the ability to initiate outreach without requiring users to manually search and add it first after the ServiceBot has been authorized for an org. In practice, orgs that have approved the ServiceBot for use would no longer need to prod users to install the app and instead when a Freshservice ticket is updated, for example, the ServiceBot would start a DM with the relevant users thus introducing itself and allowing new and existing employees to engage with the ServiceBot right away.

0
Apprentice
4 years ago
Apprentice
pmfjoeApprentice

Ability to delete single customer reply in ticketsClosed

Admins should have the ability to permanently delete single customer replies in tickets. We have had issues where customers will reply to a ticket with passwords, and we need to purge those from the database.

0
Apprentice
4 years ago
J RB
Apprentice
J RBApprentice

Add Perform these actions: to Time Trigger and Ticket UpdatesClosed

Hi, It is possible to add all the Perform these actions: choices on the time trigger and ticket updates?I need the forward action for the time trigger :(  It will be great if we have these features too. Kind regards, 

0
J RB
Apprentice
4 years ago
Apprentice
tristanshacklettApprentice

Saving Ascending/Descending selectionClosed

Can we have the ability to save the “ascending” or “descending” filter option within our specific view? In a saved view, that always changes to “descending” by default when we switch views and come back.

0
Apprentice
4 years ago
Apprentice
tristanshacklettApprentice

Notifications per workspace or groupClosed

Can we disable email notifications for replies or when someone re-opens a ticket PER GROUP? This is redundant as we get the notification in Fresh Desk. This also changes it for everyone so we need this set up to be per group/team.

0
Apprentice
4 years ago
Contributor
matthijs.lokContributor

Disable/enable email notifications per GroupClosed

Would be nice to have an option to disable email notifications per group. Currently our Customer service reps receive an email for every ticket placed. When we disable this however and we assign a ticket to another group (different from customer service), that group doesn't receive a notification. As those other groups don't check into Freshdesk that often, email notification for those groups comes in handy.

11
Apprentice
4 years ago
Apprentice
tristanshacklettApprentice

Updating columns from ticket screenClosed

We need a way we could get the ability to update the “Category” and “Subcategory” on the main ticket page without having to do a bulk update or update it within the ticket in the properties section. It would just be a lot faster for my team if we could update it right there on the main list of tickets.

0
Apprentice
4 years ago
stefania
Apprentice
stefaniaApprentice

Add summary improvementsClosed

Hello,I think it could be useful to add a bit more power to the Summary field on tickets.Right now it is still very manual and there is no way to involve it in any automation.We would like to have a way to add automatically a template to the Summary that Agent will then be able to fill with important informations. A way to align on what will we find there through the whole team and to not forget it.For example>What we know so far?xxxxxxxxxxxWhat was done so far?xxxxxxxxxxxWhat are the next steps?xxxxxxxxxxxIt could also be linked to automations so that this template could change based on some rules. 

0
stefania
Apprentice
4 years ago
Israel
Active Contributor
IsraelActive Contributor

Short Audio in ChatsClosed

Hi,Sometimes when text is not enough a short audio will resolve the issue. It would be great to have that option like WhatsApp.

0
Israel
Active Contributor
4 years ago
Israel
Active Contributor
IsraelActive Contributor

FreshConnectClosed

Hi,Anything that can help make the internal communications better should be a priority. I think GIFs, MEMES and Stickers help with that. I find myself having to over explain my tone or intention because I dont have any other visual reference to support my message.  I hope this helps!!! 

0
Israel
Active Contributor
4 years ago
Contributor
annieContributor

Safety check before submitting negative feedback on a Freshdesk ticketClosed

We often get “extremely dissatisfied” rating on a ticket which clearly has been resolved quickly and at a high level.  We know the customre didn’t mean to submit it and it was done in error.  I would like to see a check before submitting “extremely dissatisifed” to stop this erroneous ratings.

0
Contributor
4 years ago
Contributor
kevinl-stcuContributor

New Problem EventClosed

Hi there,We were looking through Workflow events for Problems today, and one that would be nice to have is an event trigger for associating tickets to a problem. Our main use case for this would be so that when an unresolved ticket was associated to a closed problem, we could re-open the problem using a workflow automation.Thanks!

0
Contributor
4 years ago
Rafael Vega
Apprentice
Rafael VegaApprentice

Print signature on the same printed service ticketClosed

Hello Support,When a service ticket is printed. Is it possible to print the customer's signature on the same PDF of the printed ticket?This is an example concept: The use case for this functionality is: when a technician needs to print and send a technical assistance copy, to be able to automatically add the signature on the printed ticket. Regards,Rafael

1
4 years ago
Apprentice
Ulrika MarteliusApprentice

Being able to limit ticket tags creationClosed

Process: We need to add tags to all our tickets before solving them. When entering a tag name it will show you the pre-entered tags but you can also create a new one in this field. Problem: When entering a tag on a ticket you can use the pre-existing tags but you can accidentally create a new tag if you misspell the original one or want to use a new tag that does not exist yet. Eg, we have a pre-entered tag named Invoice but if you misspell it or add more letters like Invoices or Invoce then a new tag will be entered.Due to this, instead of the pre-entered 50 tags we now have 3 times as many. Solution: It would be great if we could block the ability to add new tags when tagging a ticket and instead only be able to do it under Admin/Tags.This would solve a lot of manual issues for us.

1
AaronParker
Skilled Expert
4 years ago
AaronParker
Skilled Expert
AaronParkerSkilled Expert

Canned Responses RefreshClosed

I find that managing Canned Responses can be a little clunky it almost feels like the UI is particularly old in this area.I personally would like to see a Canned Responses suite similar to that of Solutions. The article feature in Solutions, makes it very easy/ dynamic to make changes as well as rollback previous features and initiate a review process. I would love for Canned Responses to work virtually identical to Solutions.

0
AaronParker
Skilled Expert
4 years ago
sasimmb
Apprentice
sasimmbApprentice

Option to add both agent's name and company name in 'From' address outside freshdesk.Closed

It would be great if there would be a possibility to set both agent’s name company namein ‘From’ shown in the mailbox outside the freshdesk, for example at gmail.it’s now only possible to set it up as Company name OR agent’s name, which both doesn’t provide the user full information of sender, as ‘name - company name’ would.  

0
sasimmb
Apprentice
4 years ago
Mikhail
Apprentice
MikhailApprentice

Allow us to choose the Master Link when multiple JIRAs are linked to the same FreshDesk ticketClosed

We have the Freshdesk and JIRA integration setup which allows us to link our JIRAs to our Freshdesk tickets as shown below If you look at these two linked JIRAs you'll see there is a master link and a child link. This means that we will receive notifications only for the master link on our FD internal notes  If I want to make the child JIRA the master instead there is no way for me to do this as I don't have the option of choosing which ticket is the master and which one is the child.  The only workaround is to unlink the master. And only once that is done do I have the option of choosing the child as the Master Link I would like to be able to do this without having to unlink a JIRA first

0
Mikhail
Apprentice
4 years ago
Kaley White
Contributor
Kaley WhiteContributor

Time Trigger Automation for Time Since Note AddedClosed

When I reply to a Ticket, I set the Ticket Status to Pending. Similarly, when I add a Private Note to a Ticket, I set the Status to Pending Internal. I reopen any Ticket to which the requestor replies or to which a Private Note is added. When a Ticket has been Pending for more than a week, I set its Status to Follow up. But I can’t do a similar thing for Pending Internal. Two feature requests that would solve this: USER STORY #1:As a: Freshdesk user who communicates internally using Private NotesI’d like to: Use an “Hours since last note added” Time Trigger Automation conditionIn order to: Only set Ticket Status to Open if it’s been more than a week since I last added a Private Note USER STORY #2:As a: Freshdesk user who uses custom Ticket StatusesI’d like to: Use an “Hours since <custom status>” Time Trigger Automation conditionIn order to: Only set Ticket Status to Open if the Status has been a certain custom value for more than a week I’d ideally have a custom view just for Open and Follow up Tickets, but my workaround Automation for setting Status to Pending Internal constantly reopened Pending Internal Tickets because it couldn’t account for time since last Private Note added. My current workaround is to use two separate views: one for the Open and Follow up tickets, the other for Pending Internal sorted by ascending date modified so I can more easily ignore the ones modified in the past week.

0
Kaley White
Contributor
4 years ago
Apprentice
MikeCarnieApprentice

Manually mark ticket has having been responded toClosed

At present, a ticket will only have reached it’s “Response” SLA if an agent sends an email from it.Would it be possible to enable a manual function whereby an agent can mark the ticket as having been responded to, for example if they have called the user, or gone to the user’s desk.This would be extremely useful especially for tickets on short SLAs as the agent may exceed the response SLA whilst actually in the middle of trying to help the user and it is not really appropriate at that time to send them an email just to say the ticket has been picked up

0
Apprentice
4 years ago
D-TechBrandon
Apprentice
D-TechBrandonApprentice

Include customer feedback comments in Analytics reportingClosed

When people leave feedback (positive, neutral, negative.) they are also given the option to leave a comment along side this. I would like to be able to export these comments along with the feedback results for each ticket.

0
D-TechBrandon
Apprentice
4 years ago
Daniel Söderlund
Top Contributor ⭐
Daniel SöderlundTop Contributor ⭐

Select more than 4 products in omnichannel dashboardClosed

Hello, Want to be able to select more than 4 products in omnichannel dashboard.  //Daniel 

0
Daniel Söderlund
Top Contributor ⭐
4 years ago
Apprentice
koen.hartsinkApprentice

Preview attachment on reply or forwardClosed

Hi,I'm looking for a way to preview / verify the attachment added when I reply of forward a message. Unfortunately I'm only able to verify images due to the annotate option but I'm not able to verify (multi page) pdf files etc.Thanks in advance.Koen

1
Bernburgerin
4 years ago
bilel hamadi
Contributor
bilel hamadiContributor

Edit default ticket fieldsClosed

As an admin I need to be able to edit or remove any default ticket field

0
bilel hamadi
Contributor
4 years ago
niyaskc
Apprentice
niyaskcApprentice

Option to Restrict Project Tasks for the AssigneeClosed

Option to restrict actions on a project task  only to the assignee. Currently, anyone part of the project can even close the tasks assigned to somebody else. 

0
niyaskc
Apprentice
4 years ago
Contributor
erick_16262Contributor

Allow side conversations with 3rd parties in ticketsClosed

Sometimes solving a ticket requires conversing with a 3rd party, be it a vendor, manager, or some other party.  Currently, you can forward the ticket to a 3rd party, but once they respond, there is no way of continuing a conversation with them.A feature to have a side conversation with a 3rd party would be extremely helpful.

5
Daniel Söderlund
Top 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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