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
Contributor
len.smithContributor

Allow Additions or Change to the "To:" Line on a Ticket ReplyClosed

The inability to modify the "To:" line when using the Ticket Reply feature creates some problems.  I know that we can forward a Reply, but there are times when a Reply is a more appropriate action.  Adding someone to "Cc:" may not appropriate or effective.Consider the following use cases.* The recipient on the "To:" like is no longer valid* The recipient of the ticket needs to change to someone other than the individual who opened the ticket.  For example, someone in a business unit opened a ticket, but the work to address the issue needs to be performed by the company's central IT team.Please add support for allowing an Agent to edit the "To:" line on a ticket reply.

5
foxcubmama
4 years ago
Gauthier
Apprentice
GauthierApprentice

Benefits from the tags in the widgets search engineClosed

We want to improve the search result of the widgetAs seen with the support tags are not taken into account into the widget search engine. It would be very nice to have it 

0
Gauthier
Apprentice
4 years ago
Apprentice
danielle_dApprentice

Add N/A field to Customer Satisfaction Survey QuestionsClosed

I’d love the option to add an “N/A field” as part of the Customer Satisfaction survey answer choices within customer support tickets. Some questions we want to ask as part of the survey may not apply to each person receiving the survey -- we want to capture their answer if it is truly N/A to them, instead of the individual skipping the question altogether. (Them skipping the question brings us to an alternate conclusion.) Can we have the option to add an N/A field for each customer satisfaction question, that is not part of the “good to bad” Likert scales? Thanks!

0
Apprentice
4 years ago
Apprentice
brian.gadeApprentice

Grouping and Column SizingClosed

It would be very helpful if views supported a Group By feature.  It would also be very helpful if all views supported column resizing.  These things can make many views must easier to use, especially when viewing summary data.

0
Apprentice
4 years ago
Apprentice
rafael.rodriguesApprentice

How to change the topic_list template?Closed

Hello.I need to change the topic_list part of the page, which lists for the desired number of topics the forum name, the "Posted by" and the "Last Reply" information. I want to include in this template the "first post body (not HTML)", so the template could be shown the following way:Name of the topicFirst post bodyPosted by <author>, 7 days agoLast Reply by <commenter>, 7 days agoThe only difference now is that I don't have the "First post body" line. If I had access to the first post it probably would be the {{ topic.first_post.body }} of each post like described in the liquid placeholders page. This is a topic list template, which is different from my "Topic list" page that is listed in the side panel of my Portal Pages (see the attached image).Thank you.

1
dineshs
4 years ago
Gomesmark23
Apprentice
Gomesmark23Apprentice

Survey Email ValidityClosed

We would like to have an option wherein the survey email would turn invalid either after the set number of days has been completed or have it hardcoded to a fixed number of days after the ticket has been closed.

0
Gomesmark23
Apprentice
4 years ago
MiguelH
Apprentice
MiguelHApprentice

Add more main recipientsClosed

Hi team,In many instances we send emails to our clients and either it is not clear who is the main contact or simply all of them have the same level, therefore it would be needed to add all of them as first recipients and not in Cc.Solution: be able to add more emails as first recipients.This improvement would furthermore help if available when we reply to an email and would like to change the first recipient. The current workaround solution is to use the forward email option.Thank you.Regards,Miguel 

1
Contributor
4 years ago
sonit
Apprentice
sonitApprentice

Scheduled ResponsesClosed

Schedule responses to a later time, say tomorrow morning. This would help manage expectations around response times (eg: we don’t work round the clock, don’t want to respond within 5 minutes of ticket creation for a minor query, etc).Pretty much all the reasons related to email scheduling would apply here.

0
sonit
Apprentice
4 years ago
Contributor
len.smithContributor

Add Ticket Subject to Title-bar Next to Ticket NumberClosed

When scrolling through the contents of a Ticket, the subject scrolls away and you can see it.  I suggest that you consider adding the subject to the right of the ticket number on the top of the Ticket Page as in the example below.

5
4 years ago
megan.sztorc
Apprentice
megan.sztorcApprentice

Product Portal Logo as a PlaceholderClosed

In all of the places where "product portal name" is a placeholder, i would like to also have "product portal logo” so that emails, automations, and scenario automations would feel more branded/customized

0
megan.sztorc
Apprentice
4 years ago
Contributor
Andriana0406Contributor

Search function Inbox view resultsClosed

When searching for a ticket, in the results inbox view, be able to see the date and time of when created/modified and not xxx hours/days/months ago, saves time searching for messages.And when hover over the mouse it will show the last date modified. Creation date will be also more helpful. 

0
Contributor
4 years ago
Apprentice
tkuanApprentice

Change CAB Approvals - Display CAB above Approver ListClosed

In the Approvals section on the Change page, add the name of the Change Advisory Board above the listed approvals? Multiple CABs can be configured and CAB approval can be requested on a change multiple times from different CAB bodies. Currently, visibility does not exist into the CAB approval that was requested. Visibility here would help enforce compliance with change procedures and help show the intent of the approval  

1
zachary.king
4 years ago
dkentjordan
Apprentice
dkentjordanApprentice

ADD MSP Company FieldsClosed

For MSP Mode in FreshService.It would be helpful to be able to have an SLA drop down for a company to set the default SLA for that company.  This can flow through to reporting of meeting SLA objectives by company SLA settings. It would be helpful to have the ability to add multiple locations to the company configuration.  Many organizations have multiple locations.  Having the ability to setup multiple locations and then associate those with a particular contact would be very helpful.  This will allow an agent to know which location is associated with the ticket and focus on location specific KB and other documentation.

0
dkentjordan
Apprentice
4 years ago
Apprentice
tkuanApprentice

Ability to edit custom fields directly from Table viewClosed

Ability to edit custom fields directly from Table view

0
Apprentice
4 years ago
Apprentice
tkuanApprentice

Associated counts cross module in ticket/problem/change/release viewsClosed

Ability to associate Incident Count displayed when we are in the Problem/Change/Release module in Table view.  Right now we have to drill down into the Problem/Change/Release in order to see the number of associations.

0
Apprentice
4 years ago
Apprentice
tkuanApprentice

Ability to save fields selected as part of viewClosed

Ability to save fields selected as part of view - We regularly use views in the to run our CAB meetings. It would be great if we could save the fields selected in the grid as part of the public view. Different fields are more relevant to different views, so saving the fields shown with a particular view would be very helpful. This would also reduce the effort to setup since it could be maintained centrally by an admin.

0
Apprentice
4 years ago
Contributor
jerand

Duplicating TicketsClosed

I’m surprised that Freshservice doesn’t allow duplicating a ticket. We’ve had this function in the previous ITSM tool we used so I think this should be a standard for all. I think this is useful as some contents of a ticket is similar or the same and “duplicate” function will save time rather than always starting from scratch.

0
Contributor
4 years ago
Contributor
romanpContributor

Button to mark ticket as repliedClosed

Sometimes we end up responding to tickets in person. It would be helpful if we didn't have to reply the same thing via email, but instead were able to select a ticket and "Set as Replied" to prevent our SLAs from being violated. 

1
4 years ago
MiguelH
Apprentice
MiguelHApprentice

Expand writing areaClosed

Hi team,It would be more user friendly if we could have the option to expand the area of writing tickets/emails, as opposed to having to scroll down. Kind regards,Miguel

0
MiguelH
Apprentice
4 years ago
Contributor
Andriana0406Contributor

"RECENTRY USED" section of "Execute Scenarios"Closed

"RECENTRY USED" section of "Execute Scenarios" screen indicates 3 scenarios as maximum, but we need more selections on this section.

0
Contributor
4 years ago
COBRAZach
Apprentice
COBRAZachApprentice

Out of office pop-upClosed

So I reached out to Fresh and while they took the feedback, they said to post here. Does anyone else have the issue where the out of office notification (shows in the lower right part of the screen) gets in the way? I manage the team and while I enter in my out of office time in fresh, I often go in and do work while I’m technically not in the office. The issue I have is that the notification modal gets in the way. More so when using a mobile browser on an iPad. Anyone else find this to be an annoyance? 

0
COBRAZach
Apprentice
4 years ago
ChrisVizlib
Contributor
ChrisVizlibContributor

Do not increment (or provide the option not to) "reply count" for Thank you notes and automated emails (e.g. OOO replies)Closed

It is great that you can set the “Thank you note detector” and “Automated emails detection”, but since in FreshDesk, the FCR (First Contact Resolution) is only when the reply count on a ticket is 0, it kind of defeats the purpose of setting those up (apart from not getting a ticket status change), it will still increment the reply count of 1 unit even when a Thank you note is detected, hence losing the FCR stat on that ticket and not getting accurate reports.

0
ChrisVizlib
Contributor
4 years ago
Keats
Apprentice
KeatsApprentice

Visual Timer bar per Ticket based on SLAClosed

It would be great to see a timer on each ticket in list view showing the status of the SLA ie Time to 1st Response remaining and bar changes from green amber to red if the SLA is in danger and even the time remaining in the bar tooOnce there has been a first response we then show the same bar but for the Time to Resolution SLA state. 

0
Keats
Apprentice
4 years ago
Jarrod
Active Contributor
JarrodActive Contributor

Staggered Customer Satisfaction SurveysClosed

More info on this topic is here: https://support.freshdesk.com/support/solutions/articles/215321-setting-up-customer-satisfaction-surveys I wonder if the CSAT Survey within Freshdesk would be leveraged a lot more if there was more control around who got a survey, when, and how often. Right now the choices leave a lot to be desired, in that you can only have agents choose when to send surveys (which we all knows isn’t going to generate valuable feedback as much), or have all clients receive a survey after a ticket is closed/resolve, which is just too often for those companies trying to minimize how much they email customers. A middle-ground would be so valuable to this feature, which I think is a tremendous value add to the product but unfortunately just not usable (for a company like us) due to this small limitation. That being said, if anyone has any creative solutions to this I would love to hear them. I wonder if some tricks can be played using Resolved vs Closed status.

0
Jarrod
Active Contributor
4 years ago
Apprentice
justinklaassenApprentice

Using Fresh Works HelpDesk Tags for calls and chats!Closed

When opening a ticket from Contact Center or Messaging, allow support users to tag these and resolve instead of keeping open, navigating to HelpDesk and then entering tag information. This would save a lot of time!

0
Apprentice
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