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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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Autonomous
Apprentice
AutonomousApprentice

Add the "Contact us" widget in the email signatureClosed

Hi Team,This is not new but can the Freshdesk add the "Contact us" or “Chat with us” widget in the email signature or the end of reply email? It will help us a lot to push the Chat channel as the first line.Thank you.Mia from Autonomous.

0
Autonomous
Apprentice
4 years ago
Skilled Expert
sean.groomesSkilled Expert

Sort ticket search results by Last Modified instead of relevanceClosed

Sorting be relevance ironically rarely ever gives me a relevant search result. I usually am either looking for a ticket I worked on by name, ticket number, or by the user who submitted it, and this is all that I need for it be "relevant" to what I am searching for. It would be nice if the Search results just did best match for this information sorted by most last modified.Right now a search for "john" would give results in random date order, but it would be much more useful if it searched for all "john" matches and then sorted them by date order most recent to oldest.

2
uailse3
4 years ago
SpeedRacer
Active Contributor
SpeedRacerActive Contributor

Include "Contact Name" to be used in Analytics/ReportsClosed

In reports, for some reason we cannot group by “Contact Name”.  We can only group by “Customer Number” instead, meaning we cannot see the names of the contacts placing calls, we can only see their phone number.  I have not memorised every phone number of our contacts, so it would be much better if we could see the contact names.  It’s not much of an “idea”, it’s more of a missing Metric, but please add “Contact Name” usage to Analytics.

2
SpeedRacer
Active Contributor
4 years ago
Apprentice
Nick JonesApprentice

Alternative/"friendly" nameClosed

Hi,I would be really helpful to have an additional field for contacts (and agents) where their preferred name can be stored.Several of our employees, contacts and agents do not use their full first name from their email address/user name - for example, they may use an abbreviation, or their middle name, or a nickname, or even their surname.So to solve this, adding a field for “alternative name” (ticket.requester.alternativename) or “friendly name” (ticket.requester.friendlyname) would make our lives much easier and save our agents from having to edit the messages every time.RegardsNick

0
Apprentice
4 years ago
Nickg
Contributor
NickgContributor

Required Fields to Progress Through PipelineClosed

Hi, Problem: Data accuracy can be a critical thing when creating a deal in a pipeline. Things such as key contacts, custom fields populated etc. Suggestion: In the Pipeline management there should be a section to require fields to be populated as a deal is progressed to different stages.   As an example, see the pipeline screen for one of your competitors   

2
Gururag Kalanidhi
4 years ago
sleclerc
Apprentice
sleclercApprentice

Customizing the FreshService Agent PortalClosed

I would like the ability to customize the Agent Portal similarly to how we can customize the Requestor Portal with custom CSS and JavaScript.  Some of the things we would like to do with this capability are:We use a custom theme in our Support Desk (Requestor Portal).  We’d like to have that theme used in the Solution Article wysiwyg editor. Ability to extend the Solution Article wysiwyg editor with additional formatting options/components. FreshService doesn’t have a custom field that can display the value as an anchor tag.  We are storing simple hyperlinks in this field to an external system.  If we could embed custom JavaScript we could convert those custom field values to clickable hyperlinks via jQuery so easily.

0
sleclerc
Apprentice
4 years ago
Apprentice
carla4

Enable Knowledge Base Folders to be PrintedClosed

We are using folders to organize the solutions in our Knowledge Base. The folders can have many different articles, and some or all may be applicable to our customers. However, they have to read each individual article to confirm if it applies to them, which requires them opening each article and printing the PDF version for distribution among their team. The request that we are making is to add the ability to print from the folder-level, which will combine all of the underlying articles into a single PDF document.

0
Apprentice
4 years ago
Contributor
j.nickellContributor

Manually Archive managed assetsClosed

I’d like to see the ability to archived managed assets so they are ‘kept in place’ but no longer count against the “active managed assets”  I’d be find if this manual archival were over-ridden if the agent reported in.  Scenario:An asset is deployed and truly is a managed asset.   After a period of time the asset is removed from ‘active service’ and sits on the shelf for a while.  During this shelf time it might get pulled out for an emergency or pop-up fill in. after a certain span of time the asset is actually removed from service and sent for recycling.  At points 1 and 3 it would count as a managed asset, and point 2 (which could be months to a year or more) the device isn’t a “managed asset” that should be tying up a license.  I recognize we could delete the asset, but then previous ticket associations are lost.

0
Contributor
4 years ago
Apprentice
jeremyparkerApprentice

When exporting data, mark fields that required to re-importClosed

When exporting assets in order to modify in excel and re-import them, it would be nice if the export screen told you which fields are required to re-import so that you don't miss any. e.g.

1
4 years ago
Active Contributor
jpereboomActive Contributor

Custom or Additional Fields in Purchase Order DetailFuture Consideration

For each purchase we make, we would like the ability to add both comments/notes and a GL code for reporting purposes.  We would like to either have these fields listed so we can add these on a per item basis in the PO, or better yet, add Custom Fields in the PO detail section.  I realize there are custom fields in the PO header, but need something that applies to each purchased item, as often items that are purchased on the same PO have different GL codes within the same PO.  

0
Active Contributor
4 years ago
TedHarrison
Apprentice
TedHarrisonApprentice

Add additional custom fields to Asset Bulk UpdateClosed

Currently only the  Dropdown, Dependent, and Date custom fields and be bulked updated for assets.  It would very helpful if the Text, Number, Decimal, Paragraph, and Check Box field would also be included in the available fields to perform an asset bulk update on.

0
TedHarrison
Apprentice
4 years ago
Apprentice
jim_19566Apprentice

Category IconClosed

I have a big button auto populating for all my categories on the home page and it pulls in the category name as well as the description. Is there a way to have an icon or image associated with each category?      

7
4 years ago
Apprentice
jorgvloetApprentice

Add label to Jira issue when created with "Atlassian Jira Plus" appClosed

It would be nice if there was an option to add a label to the Jira issue when created or connected to a freshdesk ticket.That way it would be easy to filter in Jira which issues are connected to freshdesk tickets.

0
Apprentice
4 years ago
Apprentice
NicoTerraIndexApprentice

Pin comment(s) to top of ticket conversationClosed

In the more difficult tickets, you can have a lot of emails and (internal) comments in a ticket.It would be a great help if it was possible to pin a certain comment or email to the top of the list.You can use this to gather all the relevant information, so if somebody (new) opens the case, he has all the relevant information available at the top of the list and doesn't need to scroll and read through all the emails and comments.

0
Apprentice
4 years ago
Umesh Raykar
Apprentice
Umesh RaykarApprentice

Agents Break Reason Addition in Freshdesk SupportClosed

Hi Team Freshworks,Hope your doing well.We were looking for an option in Freshdesk where agents can select the Break Reasons/Code in the Freshdesk support when they are going for short breaks like Lunch, Snacks, Leisure or Training/Quality Feedbacks.However as we have checked with the Support team there is no such option available in the Freshdesk as of now and agent can only set the status as available and Not available.If we enable this feature we can get the actual utilization of the agents on the support desk and will also help us in managing the customer support volumes.   

0
Umesh Raykar
Apprentice
4 years ago
James.Bredenhof
Contributor
James.BredenhofContributor

Prevent hackers from brute force guessing customer passwordsClosed

Freshworks should have tools to discourage brute force hackers. Example lock account for 15 minutes after 5 failed login attempts, etc. Today, if a hacker goes to our helpdesk, they can:a) get my customer email address (username) from LinkedIn, press releases etc.b) brute force the password, because there are no limits to the number of password attempts

1
James.Bredenhof
Contributor
4 years ago
Apprentice
dascalargoApprentice

Remove the Article Links in WidgetClosed

While we use Freshdesk for customer service inquiries, we haven't been using it for our FAQs. I like the knowledgebase, but don't want to send customers outside of our site to see the information.I've been playing with the widget. I like the deflection option because it's clear that nobody looks at the FAQs before writing to ask questions. What I don't want, though, is the article link next to each article title, which takes the customer to the portal (if I have the term correct). For our purposes, the portal is just too comprehensive. We don't want to confuse them with a second "LOGIN," nor do we need the ability to Check Ticket Status. In fact, as a retail store, we don't really want customers to think of them as "tickets" at all; they submit a request and we respond directly.So basically I want to use the widget, but not the portal. Is there any way to remove the article links from the top of the articles?And, sort of related, is it possible to link to one knowledgebase article from another in the widget? The HTML editor removes the onclick tags.

1
Apprentice
4 years ago
Apprentice
ahartApprentice

FreshDesk Widget API - Change position of widget launcher button programmaticallyClosed

In the FreshDesk Widget admin, it is possible to choose left or right for the position of the Widget.I would like to be able to set this position value using the Widget API.We have few different types of pages/templates, and for some of them the right side would work better than the left. It would be very helpful to be able to dynamically choose the position by submitting the value via the Widget API.For example:<script> jQuery( function() { FreshworksWidget('settings', { position: 'left' }); });</script><script> jQuery( function() { FreshworksWidget('settings', { position: 'right' }); });</script>Potentially other settings could be adjusted as well using this method.

0
Apprentice
4 years ago
Apprentice
lrkBMIApprentice

Filter by Yesterday or by date on tickets due todayClosed

Every day – almost – I look at the dashboard, and tickets with resolution due “today” – and follow up on them, or close them, or move the resolution date out into the future to something reasonable. I miss a day often enough that I don’t see tickets, and miss the chance to easily follow up on them. The filter that you have on resolution by is more future thinking – you can filter for today, tomorrow, next hour, next 4 hours – stuff like that, which doesn’t really apply to our company. I can’t filter for “yesterday” or “March 21, 2022”, but I can filter for all “overdue” which is way too many to look at. I can export them and sort them, but that’s cumbersome. 

0
Apprentice
4 years ago
Contributor
jerry.leeContributor

provide a link to tickets that a user has been cc'd onClosed

I'd like to have an option on the "Your Tickets" function on the support portal to see tickets that the user has been cc'd on.

2
4 years ago
Apprentice
amanda.jernbergApprentice

Multiple folders/ Sub foldersClosed

We could really use sub folders to sort our solutions better as it is impossible to navigate through the solutions when all of the content is just a long list. Is it possible to create sub folders or are there any plans on creating this option?Category => Folder => Sub Folder 1 =>   Sub Folder 1.1   Sub Folder 1.2Sub Folder 2 =>   Sub Folder 2.1   Sub Folder 2.2                                      

9
4 years ago
Kema Joyce
Apprentice
Kema JoyceApprentice

Automated Responses should count as response to the customer.Closed

Can you please make automated responses count as responses to the customer especially the ones sent out using an automated scenario.This makes the job faster and smarter.

0
Kema Joyce
Apprentice
4 years ago
Blair
Skilled Expert
BlairSkilled Expert

Allow identified users to see all tickets from their own CompanyClosed

I would like to allow select Contacts from a specific Company to view all support tickets entered by all users of that specific Company. Example.  Customer is Ajax Company,  Users are Bob, Ted Alice, JaneI want to allow Jane to see all tickets for Ajax Company that have been entered by any of their contacts. This is something that is possible in Zendesk today.  My clients want to have individuals with access to all their company tickets.

2
Blair
Skilled Expert
4 years ago
Kwe
Apprentice
KweApprentice

Ticket overview > Pages-tab at top of pageClosed

Hi there,Is it possible to add the pages numbers at the top of the page please?Thank you. Kr,Koen

0
Kwe
Apprentice
4 years ago
lindsey.chegwidden
Contributor
lindsey.chegwidden

Expand all ticket replies instead of or as well as expand (limited number)Closed

Agents would like to be able to view all ticket replies and notes when clicking on the Expand button rather than a limited number. Sometimes it’s necessary to hit expand several times to see all of the ticket replies. 

0
lindsey.chegwidden
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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