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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
mgrandehsApprentice

Prevent closing of tickets with incomplete to do itemsClosed

I’d really like to make more use of the To Do list feature within each ticket in Freshdesk, but there’s a pretty major missing feature here. I would expect that a ticket that has incomplete to do items can’t be closed, but that’s not the case.  It would be really helpful to require to do items to be marked done before a ticket can be closed.

0
Apprentice
4 years ago
finn
Apprentice
finnApprentice

To-do List LimitClosed

The system will let you add only 30 items to the To-do list and even if it lets you add more, only the top 30 would be visible on the list. That’s mean if you add a new item you should delete one of the old ones. Otherwise, you cannot see the last one you added. It would be better if the limit is extended to infinite :)

0
finn
Apprentice
4 years ago
Apprentice
vmrg.comApprentice

The solutions created when the custom cursor Chrome extension is enabled saves that for usersClosed

Hi folks!We faced the issue with the Freshdesk Solutions. One of our users has the Custom Cursor Chrome extension enabled. When they post the new solution it saves the cursor style and when the article is ready the client sees the user’s cursor even though they don’t have that enabled.We found out that the custom CSS with the cursor style is being embedded into the article code. That part of code could be deleted manually using the Code View or if the user copies the Solution content to MS Word and then back to Freshdesk (the CSS code is getting removed in Word).The FD Support team told us that the issue is not related to them, but the affected user has never seen such a behavior before.Considering that, posting this article as the Feature request, so that such a confusing case will be resolved in the future.

0
Apprentice
4 years ago
Skilled Expert
gabriel.bienzobasSkilled Expert

Add the ability to fully read single-line ticket fields as a Ticket CollaboratorClosed

It would be good if Ticket Collaborators where able to fully view single-line text fields. At the moment if you have anything which is longer that 25 characters it will not be fully visible. It would be good if this field was at least selectable so Ticket Collaborators could fully see the content of that field.

0
Skilled Expert
4 years ago
rodney_shenk
Apprentice
rodney_shenkApprentice

Ability to add to My Dashboard or create a new individual dashboardClosed

My Customer service team would like agents to see the Trends data for each individual.  Agents are critiqued on number of resolved tickets.  They do not have visibility to that on an individual basis.

1
foxcubmama
4 years ago
Apprentice
peterngoApprentice

[analytics reports] Replicating full pages of a reportClosed

Currently, you can copy individual widgets to another report or page within a report. That functionality is ok but it would be nice to be able to quickly reproduce an entire page within a report or to another report.

0
Apprentice
4 years ago
Apprentice
peterngoApprentice

[analytics reports] Scheduled export of pages within reports.Closed

You can currently manually export individual pages out of a report to pdf format. It would be great to be able to set a scheduled export of certain pages within a report for those designated receivers. 

0
Apprentice
4 years ago
Apprentice
JroosApprentice

Reorganizar the Service Request LayoutClosed

Without a CSS coder it is very dificult to re organizae the Service Requests other than alphabetically. What would be really awesome is if there was an option to have the default page NOT list the service requests alphabetically. Instead maybe it could list the items by the Category visited the most by the signed in user? Maybe eleminate the ability to view the entire list and have it be blank until the requestor clicks on the category.That would be super helpful from an agent’s perspective becuase a lot of requestors while find ways to make it easy on themselves. They will click on the 1st thing they see then submit the incorrect item with the incorrect request, then need to resubmit after the agent has asked that they resbumit correctly.I think the above suggestions would help with these issues. 

0
Apprentice
4 years ago
davidM265
Active Contributor
davidM265Active Contributor

Increased Ticket ListClosed

Hello everyone, I think the freshworks community might do with an expanded ticket list. Instead of only showing 30 tickets per page, could it be possible to have the option of displaying more than 30 tickets on one page?

2
davidM265
Active Contributor
4 years ago
Wisseng
Apprentice
WissengApprentice

Use of segments in forumsClosed

Just like in the Knowledge base, you should be able to select access/visibility via Segments in forums, you can only select the all, logged in user, agents or select companies.If you have a huge customer base, it becomes completely unmanageable to choose companies per company through select companies and keep track, must be able to segment this.This should be seen as correction rather than a idea since you released the segment feature way back which can be used in knowledge base and automation rules but seems to have been forgotten in forums. 

1
4 years ago
Apprentice
eddie.pipkinApprentice

Associate Purcahse Order to Project TaskClosed

Would be helpful to be able to associate POs to the project tasks similar to the assets and tickets that already can be associated in the “Link” section.

0
Apprentice
4 years ago
Skilled Expert
BrynCYDEFSkilled Expert

Email Activation Sent needs tracking and history on Contact accountClosed

It would be very helpful if there was historical info in the Contact account to tell me when the last Email Activation was sent out.  Once I’ve clicked the “Verify Email” link I have no record that I've sent it out.  I don’t want to spam our Contacts so I make a manual entry in the Background Info field - very time-consuming. If I send out another activation, I update the Background Info field again.I also do not want (absolutely not!!) emails to go out automatically upon account creation.Thanks!Verify Email link is still active even though I had literally clicked the link 30 seconds ago 

0
Skilled Expert
4 years ago
ChrisElsworthy-CI
Apprentice
ChrisElsworthy-CIApprentice

Feature Request: Date/Time ColumnClosed

Please add a date/time column to the interface - so it is quick and easy to see when tickets were modified or created, etc. Almost like a ‘normal’ email inbox, listing everything chronologically with the date/time visible. 

1
Skilled Expert
4 years ago
Skilled Expert
BrynCYDEFSkilled Expert

Clone Contact accountsClosed

It would be very handy to be able to either create user accounts (Contacts) in bulk or clone a previous one and just change the personal data (email, fname, lname, phone etc etc).  Cheers! 

0
Skilled Expert
4 years ago
Apprentice
ceyApprentice

Capture Subject Changes on Reply when ThreadingClosed

We have many customers who change the subject when replying to existing messages.  We will send an email to a customer with subject “Reference 123456”, they respond to this message and it properly threads.  However, sometimes the customer, rather than creating a new email, will reply again with subject “Reference ABCDE”. Because of the message ID, FreshDesk threads this to the original message but we do not recognize that the customer changed the subject line, it still shows up in FreshDesk as “Reference 123456”.  We have turned off threading because multiple customers utilize this behavior.  Outlook is able to properly handle this.FreshDesk needs to check subject line when threading OR if threading, and subject line’s do not match, show that the subject has changed.

0
Apprentice
4 years ago
Apprentice
nathan.seatonApprentice

Customize 404 PageClosed

it would be nice if we had the ability to customize to 404 (page not found) page.When migrating from another system, old links will fail to load. Rather than seeing a 404 page, we'd rather redirect our users to the login page.

1
roman-satoshilabs
4 years ago
Apprentice
david.stephensonApprentice

Add descriptive text on hover in Service Catalog itemsClosed

It'd be nice to have the ability to add instructions or additional information on a service item that would display when you hover over with the mouse (see screenshot).

5
pOttenbacher
4 years ago
evlo96
Skilled Expert
evlo96Skilled Expert

Ability to style emails/"notifications" going out to topic followersClosed

We use Freshdesk forums to handle communication out to customers. So we have a big base of followers and a lot of people see these mails going out of Freshdesk.It would have been really nice to be able to add ones own specific company colors, custom font size—and maybe even add the company logo in a smooth way.I have raised a ticket where I inquired about this, and as it is now, we can only style (via portal customization) how the topic appears on the portal URL itself—but not the email generated from the topic, going out to the users who are following the given topic.  

0
evlo96
Skilled Expert
4 years ago
Apprentice
charlotte_21142Apprentice

Exclude private notes from print outputClosed

We often have to supply conversations with our service users to them or third parties and there can be quite a volume of emails. It would be useful to have the option to exclude private notes from printing.

1
foxcubmama
4 years ago
kanejen
Apprentice
kanejenApprentice

Workflow Automation within Service RequestsClosed

It would be helpful if while you are creating a new Service Request that you could also setup the workflow automation from the same page.

0
4 years ago
Apprentice
emilgottingApprentice

We need to get access to subject of reply's it might contain critical information.Closed

We have cases where customers have appended critical information in the subject field of an email when they reply to a freshdesk ticket.I have confrimed with support that this information currently is being truncated and not available anyhere in freshdesk. That is causing our customers frustration as they have appended information in that field that our agents plainly is totally unaware of.“- Well I wrote it in the subject in ALL CAPS; HOW CAN YOU HAVE MISSED IT”? is a line that have come back to us from customers.We would like an urgent fix for this, either that we can access the subject line of a reply from the API or if it can be made visible in freshdesk.Anything goes at this point…  Please let me know what is possible to do here.

1
4 years ago
Contributor
Andriana0406Contributor

CSAT - rating score on additional questionsClosed

Idea: to change rating score view on additional questions, same as on main question.Reason: we use CSAT for a few months now and follow up on negative/neutral feedback.Most if not say all of negative feedback is because customer selected accidentally wrong rating. Below is customers view after a test. Also tried both rating orders (good to bad and bad to good) with same effect: 

0
Contributor
4 years ago
ChrisVizlib
Contributor
ChrisVizlibContributor

Revamp how FCR is calculatedClosed

Looks like FCR is calculated only when reply count = 0, this does not allow in any circumstances to get accurate figures, as even a simple Thank you (even if detected by Freddy) or any automated reply will make that count to 1, another example is for a ticket closed no matter for how long a customer message on it will remove the FCR if it was the case. Please think of a smarter way to do this.

0
ChrisVizlib
Contributor
4 years ago
Apprentice
isaac.moraApprentice

Ability to re-arrange items on SchedulerClosed

A simple functionality that will give more value to the Scheduler Tool will be the ability to re-arrange the items, or some kind of categories like its on Solutions. Freshservice! Please improve the scheduler!! Thank you so much!! To all users!! Please help to get this feature on our helpdesks!

1
Daren Johnson
4 years ago
SilverWolf
Apprentice
SilverWolfApprentice

Associate Contracts, Software, Assets and Projects to a CompanyClosed

THE PROBLEM:It is becoming increasingly frustrating to keep track and report to clients the correct numbers when it comes to contracts, software, assets, and projects to a client company, as currently, you can only associate software and contracts, to an individual (contact), and companies can have members and assets only, but the visibility is the problem, we can’t generate accurate reports that show what, and how much each client uses as far as costs, and listing their software, contracts, licenses, projects, etc.VISIBILITY:First, to see a client company, you have to go to Admin>Companies, when there should be a “client” or “company” shortcut icon on the sidebar menu.Right now, “Company” records, shows only customizable fields, and a list of “members”, that’s it, we should be able to see more than that:When opening a “company” record, we should have a mini-dashboard with basic info, such as:Count of members Total amounts billed to client total amounts outstanding total amount of tickets pending count of active contracts count of active licenses count of active projectsIn addition, each of the record types that currently can’t be associated to a company, should have a shortcut, for associated records, so basically, we should have a menu that lists:Members Contracts Licences Projects Company Specific “Knowledge Base” SolutionsThe idea is, when these shortcuts are clicked, it will show the list of associated records, so in the same way when you open a “Company” record, right now it only shows a list of “members”, right next to it, you would have a shortcut for contracts, licenses etc, so when clicked, it would show the list of associated records to the company. Why?, well, is common sense, right now, those types of records, can’t be associated to a company, how are we supposed to generate basic reporting, not to mention, would make it easier to avoid confusion.Right now we have to add the client’s company name to EACH contract and license, so when the licenses are dispensed to users, we don’t use the wrong license key when client companies use the same software, also, we have to manually find the right license and contract from the list because there is no visibility from the company record.  RECORD CO-RELATIONThere is no current way to associate software, contracts or projects with a company, there is no record co-relation, which should be a basic feature, even ZOHO crm can do that better.Contracts, Licenses, Projects, any type of record really, should have the capability to be associated with a specific company, not just “members”, it defeats the purpose, and takes away visibility, if these records could be associated to companies, it would make reporting, and daily use to dispense licenses and add new contracts more efficiently and organized. DATA TABLES:All data tables, like the one on the “software” section, should have the ability to select what columns to show, not always all the data available is usable, we should be able to select what columns we want to see, the ticket section has that ability, why limit it to some specific sections and not all? CONTACTS:The contacts section lacks customization, we should be able to group contacts in either categories, or by company, there should be a filter also, and add the ability to add more data columns on the list, so we can see for example role in the company, not just the name and email.

0
SilverWolf
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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