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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

Back to top of the list
mmccoy
Skilled Expert
mmccoySkilled Expert

Add additional gamification options - arcadeClosed

Add support for problems, projects, changes and alerts modules into gamification. Change Master = Close x changes (Earn Badge)Problem Master = Close x problems (Earn Badge)Alert Ninja = Close x alerts (Earn Badge)Project Destroyer = Close x projects (Earn Badge)Task Masker - Close x tasks (Earn Badge) 

0
mmccoy
Skilled Expert
5 years ago
Apprentice
jejordanApprentice

Feature Request: Change Module Email ConverstationsClosed

Would be good to have a history of email conversations stored in Changes as they are in Incidents.

0
Apprentice
5 years ago
alsul6ani
Apprentice
alsul6aniApprentice

Dr-AdoLClosed

First thank you for your help with my work and the fact that you are the. 

0
alsul6ani
Apprentice
5 years ago
dbaras
Active Contributor
dbarasActive Contributor

Very useful Freshcaller to Freshdesk fields mappingClosed

There is a very useful integration between Freshdesk and Freshchat were we can map the fields that we want to be transferred from chat to the ticket.Once the chat conversation is resolved and converted into a ticket, those variables are then found inside the properties of the Freshdesk ticket. Now, we would like to achieve that also in Freshcaller and be able to transfer the valuable information of the call directly into the ticket. For example: time to answer, talk time, cost, etc so the supervisor generate a report and analyze it.This should happen automatically on every ticket created via phone (outbound / inbound )Please vote if you like this feature to be implemented :)))Thanks

0
dbaras
Active Contributor
5 years ago
Figgilant
Apprentice
FiggilantApprentice

Time Trigger when a field is empty instead of a static valueClosed

I would like to configure a time trigger that looks if a custom field is empty or not. In this case I would like to send a reminder email to a customer if their order field is empty. But at the moment I’m not able to do so, because I can only select Is or Is Not.Also the option Higher than or Lower than would be nice here.

0
Figgilant
Apprentice
5 years ago
Contributor
chris.tintaContributor

Reduce frequency of Ticket Notifications to AgentsClosed

I dont know about everyone else, but as agents we can get a lot of ticket notifications throughout the day.I think its good to get a notification that a new ticket has been submitted to your group, but it would be great if you could set freshdesk to issue those notifications; immediately (as it does not), every hour, every 4 hours or every day.....if any option other than immediately is selected, Freshdesk should consolidate the notifications into one email.The same could apply to all types of agent notifications.

1
5 years ago
Apprentice
MilluhgramApprentice

Auto-Save for internal notes!Closed

Where can I submit a feature request? Here? Okay, please allow auto-saving for notes in freshdesk. I can’t tell you how many times I’m writing notes and it automatically swaps to replying to a customer. Once that happens, that’s it for your notes. Goodbye notes that I’ve spent 20-30 minutes on!Please add auto-saving to notes! or if I’m missing a setting somewhere, please tell me.

0
Apprentice
5 years ago
ChrisCooneySAU37
Apprentice
ChrisCooneySAU37Apprentice

Room Number in Ticket List ViewClosed

It would be very convenient for techs to be able to easily view the Room, or some other custom field, in the general ticket details or on the ticket list. At the moment, they need to open the individual ticket (when on desktop) or edit the ticket details (when on mobile) to see the room location for the ticket. 

0
ChrisCooneySAU37
Apprentice
5 years ago
hlepik
Apprentice
hlepikApprentice

Add audio notification to Freshconnect discussions when taggedClosed

It would be very helpful if an audio tone or pop up notification could be added to the freshconnect discussions when you are tagged in a discussion. The small icon # at the bottom next to the icon is not always noticed. Also even activating the email alerts is not sufficient as many people want to stay within the FD environment and don’t always have time to check person email.

0
hlepik
Apprentice
5 years ago
Apprentice
s.ilievaApprentice

Missing Copied e-mails after adding a private noteClosed

When an agents adds a private note and after that uses option for reply all of the e-mails in CC are missing. My proposal is the initial contacts to be added by default when Reply.

0
Apprentice
5 years ago
eggerda
Apprentice
eggerdaApprentice

Real Ticket Deflection When Entering Ticket In PortalClosed

Hello, I think it would be a helpful feature for limiting support tickets even further (when we already provide answers in the knowledgebase) if real ticket deflection was put in place when trying to create a “New Ticket” from the support portal of FreshDesk.How about the option to “turn on” ticket deflection that doesn’t just suggest relevent articles to the right based on the subject of the ticket as the user is typing… but doesn’t submit the ticket yet when the submit button is clicked.  Instead the articles come up in a list.  The user has to then click again to “submit the ticket” if no answer has been found.That would be great… currently a user can just submit without even noticing the suggested articles to the right...

0
eggerda
Apprentice
5 years ago
Aazir
Active Contributor
AazirActive Contributor

Dynamic Ticket Field To Associate Multiple Companies To a TicketClosed

Currently Freshdesk ticketing is centered around 1-1 communication. For scenarios where 3rd parties are involved (onboarding, API escalations, etc), it would be ideal if a ticket can be linked to two or more companies (ticket requester + another company/s).The collaborator features doesn't really do the job as when liaising with many different support teams (they have their own ticketing tools & processes) and not everyone will want to use it. It is a great feature but we can’t expect everyone to adopt to it, sometimes a simple email gets the job done better. The classic recommendation that is given by the Freshdesk support team is create a dropdown with all the companies. We will need to keep this updated every time a company is created in Freshdesk. Again this will work when you have less companies not when you have thousands.The idea is to have a dynamic “company” ticket field.This field will load the companies that exist in Freshdesk. When a company is selected, the ticket should be shown in that company’s timeline and pop-up in the search as well. The ability to make the field mandatory or notSuch a field will solve many issues centered around handling third party conversations.

0
Aazir
Active Contributor
5 years ago
from2001vr
Apprentice
from2001vrApprentice

Email cannot be registered for Twitter login account for forumsClosed

Hi Freshdesk team,I love Freshdesk and, would like to contribute the community.If we create a forum account with Twitter, email address cannot be registered to the account. Email field doesn’t show up on my profile. Since Twitter login accounts don’t have email address, Twitter login users cannot receive reply notifications.Adding email field on user profile would be nice even if the account is Twitter login account.Sincerely yours,Masahiro

0
from2001vr
Apprentice
5 years ago
Apprentice
shaun.cousensApprentice

Dead White space in FreshService to be customization? (Possible update for FreshService?)Closed

One of the things with the application is that there is a lot of wasted white space within the application screens that could be utilized more easily as per the screenshot below.  Would it be possible to put a requirement in for a future enhancement for an option to utilize this extra white space? Apologies for my paint cut and paste job but I wanted to show how effective the extra white space can be especially if you are putting in drop down lists and additional fields. I think this would be very good optional feature to give your users of the application if they chose this as a  customization field.

1
Mohammed Ahmid
5 years ago
Contributor
len.smithContributor

Support Parent-Child Customer RelationshipsClosed

We have a large number of partners who oversee customers on your behalf and would like to create a parent-child relationship between the partner's Company record and the customer's Company recordThis capability is also needed to support where we have customer entities that operate independently, yet fall under a parent company.

6
Aazir
Active Contributor
5 years ago
Contributor
support_13464Contributor

Company level "Parent" / "Child"Closed

Hello,We work with our client but we support also the client from our partnersI would assemble some company under one of our partnereg:Partner  Company A  Company BPartner 1  Company C .....is that possible ?

4
Aazir
Active Contributor
5 years ago
Arraine
Apprentice
ArraineApprentice

"Create Note and Reassign"Closed

It would be awesome if one of the drop-down options when creating a note on a ticket would be to create the note and then reassign it to the person specified in the “notify to” field of the note.

0
Arraine
Apprentice
5 years ago
Contributor
lynne.scofieldContributor

Ticket trackerClosed

It would be good to be able to access a list of the most recent tickets you have viewed / updated.  

0
Contributor
5 years ago
Contributor
lynne.scofieldContributor

Service Requests audit detailClosed

It would be really helpful, if Service Request had an audit, of who added them / when they were last updated. Also, similar to my last idea about solutions would be really helpful if new Service Request Forms could be flagged as NEW and perhaps added on the homepage of the portal to advertise them.We are always adding new SRs to the catalogue so would be good to be able to flag this someway to the users.

0
Contributor
5 years ago
Contributor
lynne.scofieldContributor

Solution Articles added as NEW!Closed

It would be really helpful if new Solution Articles could be marked as NEW / Updated and we could flag them on the homepage somehow to alert users to them.  With a period of time to keep them flagged for.  

0
Contributor
5 years ago
Skilled Expert
mbaumanSkilled Expert

Separate notifications and workflows for ticket received vs. ticket created on your behalfClosed

One feature that I like is the ability to create tickets on behalf of a customer, often reported on a phone/zoom call or slack channel.  However, I find the standard “ticket created” email notification to not serve very well for this purpose.  I really want to say something like:Hi {{ticket.requester.name}},{{ticket.agent}} has created a new support ticket on your behalf: {{ticket.subject}}{{ticket.description}}… In my view, this is a very different sort of notification that a simple “yeah, we got your inbound email and created a ticket for you and we’ll respond soon.”Further, the “first response” doesn’t quite make as much sense in the context of a ticket-that-was-created-on-your-behalf in my view because we’ve already acknowledged the issue in the form of the ticket creation.

0
Skilled Expert
5 years ago
CarlosFilmin
Apprentice
CarlosFilminApprentice

API Search Solution Articles by languageClosed

Now exists the following endpoint:https://developer.freshdesk.com/api/#solution_article_attributesWhen using the articles translations feature, as far as I know the search results will include articles matching the search term in multiple languages which does not seems to be very convenient.The results will might also contain the same article in multiple languages if multiple translations of the same article matches the search term.The endpoint signature looks like the following:/api/v2/search/solutions?term=[keyword]Would be great and would make totally sense to allow filtering results be language like the following:/api/v2/search/solutions/[language_code]?term=[keyword]So we could search for articles only in the given language.From my point of view this seems like a pretty basic feature as long the translated articles feature already exists. Using the search articles endpoint like it is now turns to be very useless when mixed with the solutions articles translations feature. Many thanks!

0
CarlosFilmin
Apprentice
5 years ago
CarlosFilmin
Apprentice
CarlosFilminApprentice

Search Solution Articles by language with APIClosed

Now exists the following endpoint:https://developer.freshdesk.com/api/#solution_article_attributesWhen using the articles translations feature, as far as I know the search results will include articles matching the search term in multiple languages which does not seems to be very convenient.The results will might also contain the same article in multiple languages if multiple translations of the same article matches the search term.The endpoint signature looks like the following:/api/v2/search/solutions?term=[keyword]Would be great and would make totally sense to allow filtering results be language like the following:/api/v2/search/solutions/[language_code]?term=[keyword]So we could search for articles only in the given language.From my point of view this seems like a pretty basic feature as long the translated articles feature already exists. Using the search articles endpoint like it is now turns to be very useless when mixed with the solutions articles translations feature.

0
CarlosFilmin
Apprentice
5 years ago
neemozo
neemozo

NeemozoClosed

Started in the year 2012 with a team of highly motivated individuals with diverse backgrounds, we aim at making top class quality ethnic Indian food products which would make hassle free kitchen operations for restaprenuer and end customers. We believe in creating a new dimension with exclusive Research and development in making ready to eat/cook products that can change the dynamics of QSR and fine dine models through a tech platform. We follow most hygiene and latest processes to make ready to eat/cook and ready mixes at our in-house facility. We believe in striving forward and connecting to our customer directly through tech platform, so that end consumers will have a price advantage.Our technology also ensures freshness straight on to your plate.

0
neemozo
5 years ago
Skilled Expert
mbaumanSkilled Expert

Simple toggle to disable knowledge base for everyoneClosed

Right now, you can choose to display your solutions (knowledge base) to either all users or just logged in users:It’d be nice (and fairly simple) to add a third option, disabling solutions for all users. Especially when bootstrapping a support portal, you may not have much content initially and it doesn’t make sense to display such an empty page.  You can of course edit the template manually (if you have a Pro plan, that is), but upon looking at the template you can see that this is already guarded by a simple:{% if portal.has_solutions %}It should be quite easy to disable it for everyone with that same admin UI as above.If you don’t have a Pro plan, you can hack around this via CSS.  This isn’t perfect, but it’s a start:a[href^="/support/solutions"] { display: none;}.hc-search { display: none;}#solutions-index-home { display: none;} 

0
Skilled Expert
5 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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