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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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lcoughey
Skilled Expert
lcougheySkilled Expert

Show Preview of Last Ticket Note on tickets page & Notification for Recently Updated TicketsClosed

It would be particularly helpful to add a column to show a preview of the last note on the tickets page.Also, there is a popup notification that says there were updates, but when it is clicked on, there is no way of knowing what updates it is referring to.  So, either being redirected to a list or to have a little notification bell beside each ticket that has been recently updated would be helpful.

0
lcoughey
Skilled Expert
4 years ago
Apprentice
Scott351Apprentice

Freshdesk Agent Read ReceiptsClosed

Hi Community,I was just wondering if there was a feature within Freshdesk that can be enabled which shows a history of which agents have read / viewed a ticket?We regularly find staff cherry-picking through tickets and leaving the more difficult ones for other staff. It would be good to see a history of who has viewed the ticket so we could assist the staff member(s) with more training.On the other hand it would be good to see the read history so staff members can speak with each other about the ticket they’ve both viewed / read.

0
Apprentice
4 years ago
Denmor
Apprentice
DenmorApprentice

Event triggers for Freshdesk KB usersClosed

It would be very helpful to be able to trigger events as users move through the Freshdesk Knowledge Base. This would allow for additional automated information to be sent / provided to them as many people don’t know what questions to ask a KB and/or what strategies may or may not be available to them. By tracking and triggering events, we could learn our users indepth and provide top notch information thereby potentially reducing the burden on support.

0
Denmor
Apprentice
4 years ago
Lisa-Marie
Apprentice
Lisa-MarieApprentice

Show all mandatory fields for ticket creation in Slack for collaboratorsClosed

Requestors are only presented with the subject and description fields when creating a ticket within the Slack app. Is there any chance this will be extended for collaborators? We’d really like the group field to be present for collaborators. Our customer success team (and other teams) are all set up as collaborators, they log in regularly to view tickets and add internal notes. They also regularly need to raise tickets for our teams on behalf of customers. If they could select a group when creating a ticket, this would immediately trigger the Slack update in the appropriate channel. Without this, the agents have to manually assign the tickets to the appropriate teams. It’s super useful to have this integration but that one aspect makes it less efficient. Thank you :) 

0
Lisa-Marie
Apprentice
4 years ago
Apprentice
IngeGeursApprentice

Time filter tickets automatically transferred to export settingsClosed

If you filter tickets using among other things the time filter and then activate the export, the standard timesetting for the filter is the last 30 days. Most of the times this is not the timefilter as set in the selection of the tickets, so the setting needs to be adjusted. That is not only annoying because of the NOT userfriendly way of setting this filter, it is NOT logic so likely to forget. Therefore my idea for improvementtransfer the timefilter set in the selection of the tickets automatically to the timefiler settings of the export (and of course it still should be possible to adapt this timefilterOR, if this idea is not possible or acceptablemake it possible to type in dates for starting and ending points of the selection, alongside with the possibility to use the calenders. If you know which period you want, it is much easier and faster to type your dates in a date field then click several times in the calender. 

0
Apprentice
4 years ago
Contributor
mcarlinContributor

Project Tasks in Mobile AppClosed

Project tasks dont show in the Android mobile app. 

5
203
4 years ago
Contributor
bmumpowerContributor

When using tags in automation the tag needs to exist before you can use itClosed

When using the automation designer you cant use a Ticket Fields.Tag for a tag that doesnt’ yet exist.You need to create a ticket, assign it that tag before it can be used in the automation designer.Would be alot more useful if you could just type the tag in there and it automatically create the tag to simplify the process.  

3
zachary.king
Top Contributor ⭐
4 years ago
Apprentice
OliHarfordApprentice

Day pass purchase historyClosed

Currently for day passes we can see what agents have used. The problem is without an implementation of the solution for we need to see purchase history as well as usage to ensure that day passes are being returned. The ability to see purchases as well allows us to properly see how much we are spending on day passes in comparison to usage and how regularly we are buying them.

0
Apprentice
4 years ago
Apprentice
OliHarfordApprentice

Freddy Thank you detector for agentsClosed

Freshdesk Freddy thank you detector is pretty cool and has worked fairly well.  The irritating part of it is that it has been designed to not work with agents and we still communicate heavily with other members of the business by email. the thank you detector should still work with agents.

0
Apprentice
4 years ago
Apprentice
OliHarfordApprentice

Merging tickets loses original timesClosed

When a ticket is merged into another the main ticket that is kept open is given a summary however this does not include the ticket creation time so very hard to see a timeline along the merged tickets without going back to the originals which is not productive and shouldn't be necessary

0
Apprentice
4 years ago
Apprentice
dale.rosenbergApprentice

Using REGEX in FD Messaging to validate inputsClosed

Did you know that you can use REGEX in the input in the FD Messaging to validate an input?Select “Custom” for the input and then use the REGEX that you need, in the example below, it validates a mobile number 

0
Apprentice
4 years ago
Apprentice
OliHarfordApprentice

Analytics Reports shareable to groupsClosed

Freshdesk analytics reports is a great feature but is not shareable to just groups. Meaning teams can’t have their own reports and it makes the already cluttered report list even worse. Could analytics reports please be shareable to groups as well as individuals and everyone.

0
Apprentice
4 years ago
Apprentice
OliHarfordApprentice

Creation of personal dashboardsClosed

At the moment freshdesk dashboards are for all or a group. I cannot make one for myself or other individual agents and the default one for me is not editable. Why is there no way to edit my personal default one or just to have my own dashboard? Can this please be implemented.

0
Apprentice
4 years ago
Apprentice
OliHarfordApprentice

Ability to clone rolesClosed

To make it easier to manage permissions and ensure people have the correct roles it would be good to clone a role and then modify.  some of the default roles are way too restrictive or got too many permissions. I would like to be able to clone admin roles and remove unnecessary permissions rather than going from empty and needing to work out what everything does to see if they need it. This would waste hours of my time.

0
Apprentice
4 years ago
Apprentice
OliHarfordApprentice

Webhook failures provide no informationClosed

If a webhook fails to work then after a few hours an email notification will be received. Without this i do not know for definite that the webhook failed to execute. I can waste hours investigating whether it just didn’t execute indicating some other setup is wrong or it failed as the webhook configuration is wrong. When the email is received it provides little information as to the problem, this then raises a ticket to freshdesk support requiring a lot of time to investigate because unfortunately i normally get responses when I have finished for the day (not an issue as i understand freshdesk is global). This is only frustrating because my time is limited and I want to resolve issues quickly. We should be able to access logs to understand what has gone wrong so that we can try to resolve ourselves in a much shorter timeframe.

0
Apprentice
4 years ago
Apprentice
OliHarfordApprentice

Admin ability to view action logs or actions show who initiated themClosed

When viewing a ticket activities if a note was edited or deleted by another agent then this information is not visible. Instead it required a support ticket to freshdesk to be raised. When these are sensitive and potentially time sensitive investigations we need to be able to investigate these issues. If an agenet is admin then they should have the ability to either:see who did what in the activities screen. If a note was added and then deleted it should show who deleted it admin should have access to a logs screen and be able to view all logs pertaining to a ticket provided.

0
Apprentice
4 years ago
Apprentice
OliHarfordApprentice

Microsift Teams Integration Support @agent notificationsClosed

Hi, With the Microsoft Teams integration it would be much better if it could notify an agent when they are tagged in a note. At the moment unless someone is the assigned agent or a watcher then the Teams integration will not send a notification. I am working in a business where i collaborate with people who are not primary freshdesk users and emails are easily lost, teams messages are much easier to handle but they are not going to want a notification for every note on a ticket where only the one question was relevant to them. Regards, Oli

0
Apprentice
4 years ago
David.Hess
Contributor
David.HessContributor

Gsuite Photo and signature integrationClosed

Gsuite is a powerful tool filled with a lots of magical automations. It would be amazing if there was a feature that was built that would pull the Freshdesk agent’s photo and apply it automatically to their responses. One might even call such a feature “Disney Magical”...

0
David.Hess
Contributor
4 years ago
Apprentice
adam.kotschiApprentice

Category SearchClosed

When an agent is submitting or updating a ticket and wants to edit the Category form field, he or she has to select the first first option before selecting the second option, and then the third option. The agent needs to know where every item "lives' within this hierarchy. However, if search worked throughout the entire hierarchy, it would make it a lot easier and quicker to submit tickets.For example, in the attached picture, I need to know that Word lives under "Applications and Software" and then under "Microsoft Office". I should be able to start at the top and just search "Word' and Freshservice should fill in the entire hierarchy.

1
Daren Johnson
4 years ago
Contributor
DMTJMONContributor

Options for Software Center pricingClosed

With more and more items going to a monthly or yearly cost and not just a one time cost. It would be great to be able to show that in the Service Catalog.Example cost/ month or cost/year 

0
Contributor
4 years ago
zachary.king
Top Contributor ⭐
zachary.kingTop Contributor ⭐

More Descriptive Form Errors besides "oops..there is something wrong with your form"Closed

When creating or updating service item forms in freshservice, when there is some form of conflict in that prevents the user from saving the form a simple Toast Notification is presented indicating an error with the form and that it can’t be saved. It would be nice if this error was more descriptive indicating what the issue is and perhaps highlighting the part of the form that needs to be fixed so that the form can be saved and updated.A banner that says oops...there is something wrong with your form is not very helpful.

2
manns
4 years ago
Contributor
dan.popeContributor

Requested For actually sends the Requested For user notificationClosed

Great you have a "Requested For" option but absolutely useless unless the requested for gets notifications. As an agent I take a call and place the request for a new phone and set the person that phoned in as the "Requested For" field, I need the person I have just requested on behalf of to know I have actually done this or they will phone back up and think we haven't carried out their request? Also what happens when I need to reply to the "Requested For" perhaps when I can't get the model they require but I can offer them an alternative when I hit reply I get myself as the agent, where is the logic in talking to myself, the "Requested For" need to get replies and all notifications or might as well do it via email.Please make it work or take it away its useless as it is.

8
4 years ago
Kkvalb
Apprentice
KkvalbApprentice

Reply to individual email threads within a ticketClosed

I just tested Zoho Desk briefly, and I see that they have one feature that have been sought after for a long time among our support personnel, which is the ability to reply to individual email threads in a ticket. Very often, someone else (CC recipients) than the ticket requester sends a reply on a case, and when we reply on the case, the reply will always go to the original ticket requester. Currently we are working around this by either changing the ticket requester temporarily or use the forward function, but both these ways are a bit tedious.See attached screenshot which illustrates how Zoho has implemented the feature in their system

1
Kkvalb
Apprentice
4 years ago
Apprentice
MikaApprentice

Personal analytics for the agentClosed

Would it be good if agents had a some view of their own performance? That is, a Dashboard or analytics report that would be personal to the agent and show the number of tickets he processed, initial response time, settlement time, fcr%, i.e. basic kpi metrics.However, that agents do not have access to the actual reporting.

0
Apprentice
4 years ago
jberndt
Apprentice
jberndtApprentice

Export Filters - AnytimeClosed

It would be good to allow for a user to be able to configure the export filters to include: Filter tickets by: Created Time, Anytime The existing options for Today, From Yesterday, Last 30 days, Last 7 days and set the time range work well but if you want tickets for the past two years it takes a significant amount of time to update that time range.

0
jberndt
Apprentice
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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