Skip to main content

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

Filter by idea status

Filter by product

8947 Ideas

Back to top of the list
KTejada
Apprentice
KTejadaApprentice

Adding "Tag" and "Scenario Automation" functionality to the FreshService mobile appClosed

As of today, I noticed that we cannot add tags to tickets or execute scenario automations via the mobile app. This would add some much-need efficacy to the app experience. Is there any word on when/if this functionality will be available on the mobile app?

1
zachary.king
4 years ago
jeffshurtliff
Contributor
jeffshurtliffContributor

Ability to sort (drag and drop) EpicsClosed

In the Projects section, we are able to drag-and-drop the project tasks to triage and prioritize them.  However, we are unable to do this for Epics listed in the left column of the Tasks and Sprints pages.It would very helpful if we could drag and drop them as well to organize them as needed.d.

0
jeffshurtliff
Contributor
4 years ago
luketyhurst
Apprentice
luketyhurstApprentice

Allow Forum Topics and Knowledge Base Articles to be Suggested on Email Bot, New Ticket Page, and New Topic PageClosed

When a user adds a forum topic, a ticket via the support portal, or a ticket via email, FreshDesk (via Freddy suggestions) should search through both knowledge articles and forum topics. A lot of FreshDesk customers use forums to track open bugs and features requests, so if someone emails a ticket containing words very similar to an open bug, they should get a link to the forum on the open topic. Limiting suggested articles to the knowledge base (and not forum) increases the possibility of duplicate tickets being created. This fairly simple change could save so much time for agents and would be a huge value add for FreshDesk vs competitors.

0
luketyhurst
Apprentice
4 years ago
Apprentice
kristinn.h.sveinssonApprentice

Certain tickets need to able stand out of the crowd to be seenClosed

Cetain tickets are important, even if not marked as urgent.  These are f.e. when a new staff member is arriving and a need to create a user, order computer stuff and more.  There needs to be a way to create an Automation that could f.e. color the line of these workorders, create a special State(state field) or something that makes those tickets stand out in the crowd.  Having a different ticket view is one way but on ticket way for all new common workorders is best.

0
Apprentice
4 years ago
Apprentice
AVW

Collapsing ticket conversationsClosed

Tickets can get very long.In order to keep an overview of a ticket, it would be great to have each message and note within a ticket collapsed, only showing the header and start of first sentence.Outlook features this, where you can see all emails sent within a chain, and then expand each one when needed. 

0
Apprentice
4 years ago
CV-Trey
Apprentice
CV-TreyApprentice

Support/Helpdesk/Knowledge Base Editor roleClosed

I’d like to be able to assign someone who is not an Agent to edit and post/approve Support Articles. I’d like to be able to dedicate my Agents to working trouble tickets and have a specified user who doesn't do anything but maintain our Support articles.

0
CV-Trey
Apprentice
4 years ago
Contributor
adinacoContributor

automation rule don't recognize email attachmentsClosed

I would like to created an automation rule that will recognize attachments as well as subject and description

1
Contributor
4 years ago
lcoughey
Skilled Expert
lcougheySkilled Expert

Save Custom Fixed Columns as DefaultClosed

Rather than having to modify the fixed columns list every time I log into a new system, I’d like my changes to be saved to my account and follow me wherever I go.

0
lcoughey
Skilled Expert
4 years ago
Apprentice
Brandon.HApprentice

Set a default subject for the service catalog.Closed

Hi, Are we able to set up a default subject for ticekts raised within the service catalogue. What we want to do is change the default subject title for new service requests to have different default place holders. Thanks in advance, Brandon H

0
Apprentice
4 years ago
Contributor
louisContributor

Restricting access to certain Service Catalog categoriesClosed

In Solutions, each Solutions Folder can be edited to reflect which users can access the solution:* All * Logged in users* Agents* Companies This level of access control does not exist in the Service Catalog. I would like to control which types of users see which types of service requests. For instance:* All users should be able to make IT related requests * Only Agents should make HR related service requests* Only Department Finance may make Travel requestsAlso, it is silly having all the default categories which cannot be deleted. Users will access the system and see functionality for booking airline tickets, when the scope of the service desk does not extend to that.

2
4 years ago
Apprentice
victoria_17086Apprentice

Ability to analyze data from canned forms?Closed

Is there any way to analyze the data from canned forms? We'd love to gain insights on the responses that people give to the forms.

4
4 years ago
rachit_iyg
Apprentice
rachit_iygApprentice

Help for dyslexia peopleClosed

How freshworks will help dyslexia people   What if that freshworks enable dyslexia people to help using Freshdesk  https://www.dyslexiefont.com/ (helpful article)

0
rachit_iyg
Apprentice
4 years ago
Daren Johnson
Contributor
Daren JohnsonContributor

Analytic: active time spentClosed

I see a number of “time spent” calculations in the Analytics module, all of which have their place. I do not, however, see the time-spent metric my stakeholders and I want, which I’ll call “active time spent”.Active time spent: sum of the time a ticket was in a non-pending (Open) state, i.e. when the SLA clock was running. We want our tickets to be processed and resolved in a timely manner, but we don’t want our agents to have tickets in a pending state counted against their success. When a ticket is waiting for a requester to respond, that’s on the requester, and we want our metrics to show our appropriate use of time and effort. Naturally we’ll want to slice this by agent and by agent group, among other options, to gain insight into our work flow.An additional/alternative option would be ticket time spent by non-Resolved/Closed status, which would show Open, Pending, and other custom status options. We have several status options like, but not the same as, Pending, and this would provide some visibility in how often those status options are used and how much time tickets spend in them.

0
Daren Johnson
Contributor
4 years ago
Apprentice
Laurent GarnierApprentice

Atlassian Jira Plus app add the ability to change default searchClosed

 It would be great to have the ability to change the default “Search By” when we link a Jira ticket to a freshdesk ticket.Currently by default it searches by summary but we always search by Issue ID instead so we would prefer that his is the default option.Maybe this can be made an option in the app settings? 

0
Apprentice
4 years ago
Skilled Expert
Jerome.HaynesSkilled Expert

URL Builder in fresheskClosed

Hi,it would be really great to have a URL builder in freshdesk so on the right hand side you can have a li of URL’s that trigger into your CRM or process management software using variables from the ticket.Zendesk has this it would be very useful! Please see the link belowhttps://github.com/zendesk/url_builder_app How difficult would that be to build as an app in freshdesk? What would the cost be? Jerome

1
Skilled Expert
4 years ago
brianedwards1976
Apprentice
brianedwards1976Apprentice

Siri on an iPhoneClosed

One idea would be to add fuctionality to allow Siri on an iPhone to add a ticket with pre set automation just by saying to an iPhone “hey Siri, add a Freshservice ticket to do ...”

0
brianedwards1976
Apprentice
4 years ago
CV-Trey
Apprentice
CV-TreyApprentice

Add a CC email to "Submit a Ticket" form for users that are not logged inClosed

I think it would be helpful to allow visitors to our support site to log tickets and add in a CC email address without needing to create a Freshdesk login. 

0
CV-Trey
Apprentice
4 years ago
Apprentice
jeff_12808Apprentice

Solutions / Articles Redirect HandlingClosed

There is currently no way to add a proper redirect from one solution / article to another.  As new articles are created to replace old ones, to consolidate several old ones, etc, redirecting the old URL to the new URL of the solution becomes important for usability and SEO.Please add a method to redirect one solution / article URL to a new solution / article URL.

6
4 years ago
Contributor
anders.grapeContributor

Filter search result by tasksClosed

Be able to search and filter search results on Tasks would be a nice feature!  

0
Contributor
4 years ago
HeatherMcLellan
Apprentice
HeatherMcLellanApprentice

Search function for canned responsesFuture Consideration

Hi,It would be incredibly helpful for my team to be able to search our folders of canned responses. We have hundreds of them, and right now, we have to maintain a catalog in a spreadsheet so we can search for specific ones when we need to make edits to them.Thank you!

2
lionikas
Contributor
4 years ago
lionikas
Contributor
lionikasContributor

Write "New email" - from field should be empty by defaultClosed

We have more than 30+ emails setuped in Freshdesk. When you write new email, system prefills first “default” email. On most cases it is wrong all the time.  Agents have less focus on this field when its been prefilled, so almost 99,99% of the time users send email to customer from wrong email address. If this field would be empty - Agent will always have to pick correct email, and then send it to customer.

0
lionikas
Contributor
4 years ago
Apprentice
rkaltenbachApprentice

Allow stylesheet editing for all paid subscriptions.Closed

Since the SSO changes a few years back, we’ve been stuck with the Freshdesk login page that is not customizable. I’m told by support that with the migration of SSO in to Freshworks, this login page is not editable unless you have a premium estate plan. Would be nice to be able to edit the style sheet on ALL plan types seeing how the previous SSO setup within Freshdesk allow proper redirection to our SAML/SSO provider (Azure) and kept this confusing login page away prior. 

0
Apprentice
4 years ago
lcoughey
Skilled Expert
lcougheySkilled Expert

NotesClosed

It seems frequent enough that we create an internal note when we want it to be visible to the client. It would be nice to have the ability to switch a private note to a public note rather than having to copy and paste it to a new note and then delete the old one.

0
lcoughey
Skilled Expert
4 years ago
Skilled Expert
ErikAlmSyneritySkilled Expert

Expose attachment JSON for planning fields on ChangesClosed

Hi All!It would be great if any attachments added to the paragraph fields in the planning section of change requests exposed the attachments URLs in the JSON code. For integration purposes the public attachments URLs in the planning fields needs to be shared to third parties but without the code being exposed it can’t be done.   

2
Daniel Söderlund
4 years ago
alexsandro
Apprentice
alexsandroApprentice

IOS notificationClosed

It is very important to rely on IOS app, implementing a feature to notification management, it is very important today to customise notification as needed by changing sound, and not a simple alert as SMS.

1
rashmi.nag
4 years ago
Show more discussion threads

Filter by product

  • All products
  • Freshservice
  • Freshservice IT Asset Management
  • FireHydrant
  • Freshdesk
  • Freshdesk Omni
  • Freshcaller
  • Freshchat
  • Freshmarketer
  • Freshsuccess
  • Freshteam
  • Freshsales
  • Freshworks Neo

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.

Terms of UseAccessibility statement