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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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ynmodo
Apprentice
ynmodoApprentice

Ticket view for customer to include easy to add other people on the project, and being able to view who are copied on each responseClosed

For an agent, it is easy to just reply to ticket an CC other people involved in the project and see who were copied on which response.However, if the customer wants to respond after logging into Freshdesk, they need to click “Add People” button on the top and can’t simply add project team members on response. A customer can’t see who was added to the ticket unless they click on “Add People” button. They also cannot tell who was added at which point of the response. It will be ideal if the customer’s view was similar to Agent’s, and can have CC field when they respond to add project member instead of going to the top of the screen to see which members are added to the ticket. 

0
ynmodo
Apprentice
5 years ago
Montoya
Apprentice
MontoyaApprentice

Quick actions in ticket response facebook adsClosed

Hi, we are currently answering everyonefb ad comments. But we realized that there are no quick actions to respond there, it would be very interesting if it were implemented.

0
Montoya
Apprentice
5 years ago
Apprentice
msarkissianApprentice

Gamification Integration - KaizoClosed

Hello, After utilizing FreshService for a year, I find its gamification (or Arcade) module for points and quests severely lacking. We are limited to a few icon/graphic badges and the leaderboard is basic; not engaging whatsoever. If there are no plans to revamp FreshService’s gamification interface or settings, it would be appreciated if we can at least see the integration with FreshService and Kaizo (Kaizo | Performance Management for Customer Support Teams). 

0
Apprentice
5 years ago
Apprentice
wcottonApprentice

Ability to create data source for lookup fieldClosed

Would be great to have the ability to create our own custom data source for the lookup field.  From there the dynamic section would be powerful, but having to maintain the list within each individual service catalog item isn’t feasible. Also, what about having the ability for form templates within the service catalog?  

0
Apprentice
5 years ago
Contributor
CristianaFiuContributor

Filters inside the SPAM folderClosed

Hello, We would like to have the option to filter and ideally export inside the SPAM folder, similar to what we can do in the normal list of tickets.The reason behind this is that we currently have 94 groups and is incredibly difficult for the teams to filter and review their own. Thank you,Cristiana 

0
Contributor
5 years ago
Raunak
Apprentice
RaunakApprentice

Report of searching what words or phrases have been used till nowClosed

Is there a way to get the report of what are the words/phrases searched by users in KB Solutions? And how many such words/phrases have been used? A more analytical report of KB Solutions is what we are trying to find.

0
Raunak
Apprentice
5 years ago
Raunak
Apprentice
RaunakApprentice

How can we get the report of "Tickets that are converted into forum topics"?Closed

How can we get the report of "Tickets that are converted into forum topics"? For clarity, rephrasing the question - Report of How many tickets --> Converted to Topics

0
Raunak
Apprentice
5 years ago
shalevsiso
Apprentice
shalevsisoApprentice

Assignee field should not be nullClosed

In certain scenarios, the agent field is set to null (not unassigned). This ticket will not reflect in filters listing out unassigned agents and is essentially invisible from filters unless manually searched for.Scenario example: Built-in automation “Automatically assign ticket to first responder” kicks in if an agent makes an initial response to a ticket, but is not a member of the assigned group Alternatively, one should be able to filter null agents, but then again that’s the purpose of unassigned to begin with

0
shalevsiso
Apprentice
5 years ago
Contributor
pfreedContributor

Add placeholder fields for Ticket Owner Email and CC ListClosed

Every month or two I get a message like this from a customer:Thought you'd want to know: It looks like some of your replies are going just to me, rather than to everybody on the CC listThey base this on the fact that only their address shows up in their email.  I get this question often enough that I have a canned response:When you respond to an email from our support portal (xxx@yyyy.zzz), the response goes back to the portal, which in turn will send it out to everyone else on the ticket.The email you receive doesn't show all the recipients for two reasons:1) It would be too easy to reply to them and not to the portal -- which would result in parts of the conversation not being captured on the ticket. 2) If you did a reply all, everyone would get two copies of the message -- one from directly from you (via the CC list), and one from the portal.At the moment, the only way to see the recipient list is to log into the portal and look at the ticket, but I have requested that we add an ability to view the recipient list in the body of the ticket.With placeholders for the owner and CC list (and possibly the BCC list, though I am unlikely to use that), I could automatically display the recipient list in the footer of my response -- at least, when I respond from the portal.  If I didn’t want the list to always show, I could create a canned response with those fields and insert it when requested.  I could also (though this is convoluted)create a “show recipient” checkbox as a ticket field use an email command (e.g. @SimonSez) to set it create an automation flagged to that field change to send an email containing the recipient list, and then change the field back again.Thanks,-- Phil 

1
Contributor
5 years ago
Apprentice
kevin.donnellyApprentice

Ticket CCs- View on Portal (Zendesk functionality)Closed

For our customers, they can have many users submitting tickets. The business team at the customer end would like to review these tickets and track them. We had intended to do this through the Freshdesk portal. We imagined setting the business team email as a CC using the automation rules, and hoping that as they were cc’d they could see those tickets in their portal.  We would like this functionality as its very useful for many customers and it currently exists in Zendesk. Disappointing that this does not function the same way with this rule and I see that as a big benefit for Zendesk 

1
Contributor
5 years ago
Apprentice
jcathcartApprentice

Freshdesk Academy as a product offeringClosed

Is there a plan to offer the Academy as a product itself for clients to setup their own product courses and provide certification to their customers?  We like what you have there for Freshdesk certification and would like to produce our own courses and certification for our own product using the same tools/framework you have there.James

2
Active Contributor
5 years ago
Active Contributor
Sophie MurgatroydActive Contributor

Knowledge Base to include basic topics on how to use FreshdeskClosed

Knowledge Base to include articles on how to use Freshdesk as default rather than having to go to the support pages of the website or Freshdesk Academy

0
Active Contributor
5 years ago
Active Contributor
Sophie MurgatroydActive Contributor

Restrict agents from deleting views set visible at group levelClosed

We often find that agents accidently delete views that are set visible at group level which therefore mean widgets will error on the team dashboards. It would be great to restrict permissions for agents so that this cannot happen.

0
Active Contributor
5 years ago
Active Contributor
Sophie MurgatroydActive Contributor

Ability to categorise team dashboard widgets by Custom FieldsClosed

We utilize the team dashboards for our Customer Experience teams and find them really useful however we’d like to be able to categorise widgets by custom fields so it extends beyond ‘Status’, ‘Group’, ‘Type’, ‘Category’ etc Would any other members find this useful?

0
Active Contributor
5 years ago
Apprentice
pliApprentice

Customization of mail textClosed

We would like to be able to adjust the mail text in the mails that our customers recieve, in the same way that it is possible in Freshdesk:Right now, the mail text in the e-mails that our customers recieve is a combination of english and danish.We would also like to be able to insert our own logo in the mails, so it is clear to the customers that the e-mail is comming from our company.

0
Apprentice
5 years ago
Paulo Avila
Apprentice
Paulo AvilaApprentice

Google Calendar - Select which CalendarClosed

Hi team, on ticket #8966896 the agent told me to create this discussWe are from Loupen(reseller), we have a customer that wants to select which calendar want to schedule on the Google Calendar appThe app uses the main calendar but Google Calendar can create so many calendars to use If I click on “Change calendar” show a login screen from Google to change account, I don’t need to change account, I need to change the calendar I recorded a video and upload on Youtube an idea for a new update to this app, getting the all calendars on the account synchronized in a dropdown (Combobox)

0
Paulo Avila
Apprentice
5 years ago
Apprentice
entrepreneurillinoisApprentice

Managing Community Forums Within Freshdesk Mobile AppClosed

I am loving Freshdesk.  I’ve noticed that I cannot manage the community forums from my helpcenter in the Freshdesk Mobile App. I think this would be a nice feature enhancement and I am sure other users would like this as well. It would reassure me that my customer’s could receive a timely response when I am on the go 

0
Apprentice
5 years ago
Raghavendra Udhayakumar
Apprentice
Raghavendra UdhayakumarApprentice

Push to Slack unavailable in New Slack AppClosed

The Push to Slack automation option is unavailable in the new Slack app. CX is using old slack app where Push to slack is available but has 250 channels and we will be able to include only 100 channels using the Old app.Switching to new app but this doesn’t have Push to Slack option. Kindly add this as a feature in the new slack app.

0
Raghavendra Udhayakumar
Apprentice
5 years ago
PumpinPalAgent
Apprentice
PumpinPalAgentApprentice

Feature Request: Alphabetize the canned responses Personal categoryClosed

Unlike the other canned response categories that are alphabetized, the Personal category is listed chronologically.  When making edits and managing canned responses, an alphabetical list would save a lot of time and help eliminate similar canned responses.

0
PumpinPalAgent
Apprentice
5 years ago
Apprentice
mukesh.aApprentice

Ticket Auto assignment - schedulerClosed

When a agent goes on leave, sometime agent forgets to disable auto assignment and ticket get assigned to them,  it would be great to see a scheduler where agents can put their out of office period(e.g ON time and OFF date) and auto assignment enables and disables per the scheduler. this will ensure there is no ticket assigned to agent when they are out of office. 

2
mmccoy
5 years ago
Apprentice
cmaesApprentice

Allow multiple emails to be imported through probe.Closed

Use case and reasoning: Some of our users may have many different emails because they work for multiple companies/domains we own. So a user may have user@company1.com and user@company2.com and they send and receive from both emails. In these instances, replying to tickets from multiple emails will generate a brand new ticket. Also some of our stores have third party email services that we mask as well, producing the same problem. Proposal: Right now the probe pulls from the mail AD field to populate the user. However, Freshservice does allow multiple emails to be assigned to one requester, manually.AD actually keeps all of the emails associated with the user in a list called proxyAddresses. labeled as: smtp:user@domain.comI have tried creating a custom field mapping to import proxyAddresses but I suspect the probe cannot import a multi-valued string or the mail was not setup to allow multiple emails.This would save us a lot of duplicate tickets, duplicate users, duplicate signup emails, and headache when it comes to users who reply or request from one of their alias's.

2
mmccoy
5 years ago
avagreenn
Apprentice
avagreennApprentice

Get #1 ERP Software To Boost Your Business ProductivityClosed

 Welcome to Prismatic advances, a business asset arranging information focus. In the event that you are searching for autonomous data on picking ERP frameworks, you have gone to the opportune spot. Various associations have utilized our determination instrument to track down the right ERP bookkeeping programming. During that time, many frameworks have been planned and there are not really any arrangements left that we don't have a clue. This guarantees that a reasonable provider can be found for each organization, regardless of how novel or complex the business measures are. Despite the fact that we are an information place, we center around furnishing ERP programming in Pakistan with the best determinations and first class modules.

0
avagreenn
Apprentice
5 years ago
avagreenn
Apprentice
avagreennApprentice

Get #1 ERP Software To Boost Your Business Productivity. Closed

 Welcome to Prismatic advances, a business asset arranging information focus. In the event that you are searching for autonomous data on picking ERP frameworks, you have gone to the opportune spot. Various associations have utilized our determination instrument to track down the right ERP bookkeeping programming. During that time, many frameworks have been planned and there are not really any arrangements left that we don't have a clue. This guarantees that a reasonable provider can be found for each organization, regardless of how novel or complex the business measures are. Despite the fact that we are an information place, we center around furnishing ERP programming in Pakistan with the best determinations and first class modules.

0
avagreenn
Apprentice
5 years ago
Elle Spark
Apprentice
Elle SparkApprentice

The Software is not UpgardingClosed

Hey!I have been using customer interrelated software since long. It was very good going in the beginning but letter on with the invention of new software, I found that we are lacking a lot way behind on that. There are not much up-gradations in the software.I want lethal adaptations in the model as to date software are doing.In the end, if I am wrong plzz correct me because i am not gonna hit the prestige of the software.Thanks

1
5 years ago
Apprentice
dave.kavanagh_19928Apprentice

Scenario automations available based on ticket attributesClosed

Scenario Automations are great. I would like to further control when they are exposed to an agent, and how prominent they are, so that I can encourage common workflows without the agent needing to memorise anything or be aware of process changes just beyond the scope of their team.Specifically:Additional conditions to the scenario automation (like automation rules), so that the rule is only visible to certain agents at specific times. The option to present this rule as a special action button on the ticket page, so that it is brought to the agent’s attention when the conditions are met.Example:This scenario rule would only appear when the ticket is of a certain type, in a certain status, and assigned to the appropriate Group. If it was also presented as a special action button on the ticket, it would be easy for agents to trigger the next stage of a company workflow, whether they know the details of that workflow or not.   

0
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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