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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
Skilled Expert
mbaumanSkilled Expert

Simpler mechanism for generating the public ticket URLClosed

I really like having the ability to allow, generate, and use public ticket URLs, but the actual URL itself is only able to be generated as part of an email template right now. I have two use-cases for having a more direct UI for this:As an agent, I'd like to be able to click on something directly in the ticket UI that'd give me that URL so I can, for example, paste it into a customer slack channel without requiring them to login to view it.As a logged-in customer on the portal viewing one of my tickets with its private link, I'd like to be able to share that ticket by its public URL with other team members so they can track the progress (even if not cc'ed on the initial request). And as a company, I'm just fine with them generating those from the online ticket UI even if it never appears in any of the email messages.

0
Skilled Expert
5 years ago
Top Contributor ⭐
LesN

Fresh Automation PowerShell AppClosed

We’ve installed the Fresh PowerShell App for Automation, but due to the Kerberos Double Hop issue, we cannot query any other systems beyond the powershell remoting host.  As there are contradictory articles from Microsoft as to whether or not Kerberos Delegation works with PowerShell Remoting (our experience is that it doesn’t), we’re using CredSSP instead. This allows us not only to query and manage Active Directory objects, but also to query other remote systems’ APIs from within a PowerShell script. To allow us to use this with Fresh, to allow us to automate such things as user creation, could you add in an option for ‘Authentication’ in the PowerShell Orchestration App?When invoking a remote in PowerShell, the syntax we’re using is:Invoke-Command -ComputerName <server fqdn> -Credential $MyCredential -Authentication Credssp {<PowerShell Commands>}The standard options for use with the Authentication parameter are:Basic Credssp Default Digest Kerberos Negotiate NegotiateWithImplicitCredentialI’d suggest the default setting would be default.For AD queries, although you currently suggest running the PowerShell session directly on Domain Controllers, this isn’t allowed in some security-conscious environments.

0
Top Contributor ⭐
5 years ago
Mike.C
Apprentice
Mike.CApprentice

Send a note as Private from email to ticketClosed

When sending an email to a ticket using [#INC-123] in subject line, allow the note created to be marked as private or public from the subject line using a token like [X/0] or even use an exclamation mark ! to set as Private or nothing for default action of public note Example[#INC-123][x] - to send a private note to ticket 123.  OR [#INC-123!] - to send a private note to ticket 123

1
Figgilant
Apprentice
5 years ago
Figgilant
Apprentice
FiggilantApprentice

Add (private) note in Time Trigger automationsClosed

We have several timed triggers running which involves sending an email to a customer. We would like to add a (private) note to the ticket when this happens. So every agent can see a notification was sent to the customer.

0
Figgilant
Apprentice
5 years ago
Figgilant
Apprentice
FiggilantApprentice

Language detection from sources other than Feedback WidgetClosed

We offer customer support in multiple languages. When a customer creates a ticket we ask in which language they would like to communicate Based on this choice we assign a ticket to the agent that speaks that language. But when a ticket is created from another source (like e-mail) we don’t have that field. As a result it is either unassigned or assigned to someone who doesn’t speak the language.Is there a feature on the roadmap that detects the language a ticket is written in? 

0
Figgilant
Apprentice
5 years ago
steve.calder-macphee
Apprentice
steve.calder-macpheeApprentice

Service Catalog - any ideas on best practice?Closed

I work for a SME manufacturing company, most of my users have limited IT knowledge and the struggle to stop them raising an Urgent Incident for everything is real. I am getting them used to having a Service Catalog, but right now I have around 90 items and even grouping into H/W, S/W etc makes it look pretty cluttered, plus they need to add details multiple times if they want several items (e.g. when on-boarding).Anyone got any approaches to their catalog I could use to streamline?For me and Amazon approach would be good, you choose a bunch of items and then at the end you add the common info, like where it's going and who will approve.

2
manns
5 years ago
Contributor
christian.kohlerContributor

SAP SAP ECC 6.0 IntegrationClosed

Hello everybody, I'm working on an integration of SAP ERP and Freshdesk with Python and PyRFC. It is about transferring certain fields from a ticket to SAP ERP and vice versa. If anyone else is working on it, I would be glad to have an exchange.Best regards,Christian

1
5 years ago
Figgilant
Apprentice
FiggilantApprentice

Time Triggers based on TagsClosed

I would like to set a timed trigger based on a tag. When a ticket has a certain tag and matches the timings I would like for something to happen. However, I can choose everything except tags as a criteria. Is this something for the roadmap as a feature?

0
Figgilant
Apprentice
5 years ago
Contributor
lynne.scofieldContributor

Announcements being seen / readClosed

Either report on how many people are viewing the announcements, or at least see a count for views.

0
Contributor
5 years ago
ollie87
Apprentice
ollie87Apprentice

Account administrator viewing only selected group ticketsClosed

I’m currently an account administrator for our freshdesk account and I’m currently experiencing multiple group ticket assignments in my ticket queue. I have only assigned myself to the service desk tickets using admin>agents>click and edit>scope>global access>service desk, and would like to only view those tickets, instead of another groups tickets. I have also ensured agent status is selected correctly using the following path admin>agents>support agent. I’m listed only under support agent as an account administrator with group assignment to service desk.Even though I may I have global access to all tickets and assigned to one group, it would be nice to not have to filter out tickets in filters on the right pane. I lose some functionality when doing so. I also do not want to switch from global access to assigned to the group under scope, because this causes me to lose some functions as administrator. Anyone lower than administrators can only view there assigned grouped tickets. Can you provide the same functionality of ticket viewing for assigned to the group to account administrator? In the hamburger menu, maybe your team can add additional menu items to select which group the account administrator works out of, instead of listing all tickets from all groups. Which would ensure we do not lose ticketing editing functions like we do when using filters on the right pane. 

0
ollie87
Apprentice
5 years ago
danwrite
Contributor
danwriteContributor

Freshservice Project Management module to FreshdeskClosed

Freshservice has a pretty good project management module that would definitely be a welcome addition to Freshdesk as well.   Besides offering support for our software, we also have onboarding / deployments that have many moving parts and pieces.  We are using Freshdesk currently, and I have done the Freshservice trial.  While Freshservice is more focused on intercompany matters, it would not really work for our customer focused model.   Has there been any consideration into adding the project management module available in Freshservice over to Freshdesk as well to handle customer facing projects?   Sounds like a win to me!!

0
danwrite
Contributor
5 years ago
danwrite
Contributor
danwriteContributor

Company Level EmailsClosed

Our support model really focuses more on the company over the individual contact.  We have stakeholders that want to be notified of any support activity, while employees from anywhere up to 12 or more locations may be the ones engaging us for support.   I have a suggestion that would definitely help us, and may also help others. Much like some contacts can view all tickets for a company, I suggest adding the ability to add email addresses to the copany that gets notified with the ticket activity for each ticket associated with their company.  Right now, we are achieving this with numerous CC’s automation rules.  It’s tedious to manage if I'm being honest.  

0
danwrite
Contributor
5 years ago
Apprentice
Mark.hancockApprentice

Dynamic formsClosed

I love the idea of the forms that we can send out to customers that automatically populate the tickets comments with the questions and answers, however The ability to make these dynamic in my opinion would be a major benefit for instance being able to send out a form that encompasses product returns and expands to allow more than one product based the users requirements would be helpful Additionally, when people are inquiring about a product and the relevant delivery and depending on the definition of that product a whole host of different questions may need to be asked. Rather than having one form with lot of irrelevant questions it would be great to have a form that changes as the user answer the questions depending on their previous answer. Ie a product delivery to the UK would have a far different set of requirements to that of an international delivery and again further different requirements should that delivery go to Africa over the EU, so the requirements would change depending on what the product is and where its going and the alot of questions become equally irrelevant.

0
Apprentice
5 years ago
HBland
Apprentice
HBlandApprentice

Heartbeat MonitoringClosed

It would be good if we could have access to a heartbeat monitor that allows a CRON job to trigger a status UP or Down for services that we would like a definitive up or down status

0
HBland
Apprentice
5 years ago
Skilled Expert
Denise.S.PSkilled Expert

Allow the ability for Requestor Fields to be linked to Assets / Service Catalog itemsClosed

Every single requestor in our organization is also someone who has access to one or more of our systems.  I would like to add that to the requestor field what they have access to at a certain level.  What programs can they access and to what level.  This will help understand who the requestor is, and with what the ticket content is about.It will also show when you have a requestor that moves within the organization what their current setup is, that needs to be changed and/or if a requestor needs to be removed, what systems they were in and where you need to remove them from.It would be more than just a once and done tracking of a ticket, but with requestors being in your system and viewing what level access they have to them could help view your system a different way. 

0
Skilled Expert
5 years ago
Contributor
rreesContributor

Roll based access (Job Title/Department) drives accessClosed

We are working off of an XLS spreadsheet that identifies what software, email access and file access a user would need based on their department/title.I would love to understand how we can take this current process and leverage Freshservice to streamline and completely automate our engagement experience.Essentially, a hiring manager or HR person would only need to enter in the persons name, start date, department, hiring manager name and job title... and the secret sauce would take over and create appropriate child tickets...Can you please ping me to discuss?

1
Skilled Expert
5 years ago
Olivier960
Apprentice
Olivier960Apprentice

Remove the "Home" and "Solutions" tabs of the Portal (which are purely identical) for Blossom and Garden plansClosed

For Blossom and Garden plans, the Portal has a “Home” tab and a “Solutions” tab, which are purely identical. Since these plans cannot have additional tabs either way, it would be logical to remove these tabs which are just confusing to visitors, and for no benefit. Unfortunately it’s not currently possible for the admin to remove these tabs. 

0
Olivier960
Apprentice
5 years ago
caygri
Skilled Expert
caygriSkilled Expert

News Portal Pop UPClosed

I would like a popup widget with last news and vote..what do you think about it?

0
caygri
Skilled Expert
5 years ago
Apprentice
baptiste.masseyApprentice

Urgency, Impact, and/or Priority field in a Service Catalog itemClosed

Hi,When submitting a new ticket, requester can have the option to change the Urgency, Impact or Priority level.Why isn't it possible via a Service Catalog item? Priority can be set afterwards with workflow automator, or the requester can also change it AFTER he submitted the request, but allowing the requester to choose the Priority level at request creation directly would be very useful.ThanksBaptiste

4
5 years ago
biz4solutions

mobile app development company usaClosed

Biz4Solutions, a renowned Mobile app development company offering mobile app development services in USA we build power-packed, high-performance mobile apps with the help of adept mobile app developers. Visit mobile app development company usa 

0
5 years ago
biz4solutions

reactjs development company in usaClosed

React native development company: We are a leading react js development company in USA and India offering react native app development services in USA. Contact us to know more. Visit reactjs development company in usa 

0
5 years ago
tboardman
Apprentice
tboardmanApprentice

Allow training of Freddy Email BotClosed

Currently, the Freddy email bot is unable to be trained like the chat bot is. This would be very helpful to be able to train this email bot, as I’ve found that the suggested answers generated by the ML are less than satisfactory.

1
johnson114
5 years ago
Apprentice
rtrivinoApprentice

Contract management reportsClosed

I am looking for the reporting capabilities in Fresh Service for contract management, but I can't find anything. There is anything for contract reports I’d like to see what our options are to build process for the broader contract management process in alignment with helpdesk and managing contract/assets/budgetSome examples would be:Cost – reporting on cost for budget support according to contracts Contract term / termination details License count in order to track use against agreement   

0
Apprentice
5 years ago
Apprentice
CaroleTApprentice

Add a "Link" type field in the for Form fieldClosed

It would be helpfull to add a field type “link” in the Form Fields This will allow us to add a different link for each tickets.

0
Apprentice
5 years ago
SentaAnt
Apprentice
SentaAntApprentice

Prevent survey responses from displaying in-ticketClosed

As a Freshdesk admin I’d like the option to prevent C-Sat survey results from being displayed within the ticket, so that I can prevent tickets from being reopened in this instance and also filter which pieces of feedback my agents receive.Some customers can be utter douches - I don’t want my team being negatively affected just because someone didn’t like the answer they were given.

0
SentaAnt
Apprentice
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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