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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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Contributor
sam.vickersContributor

Customer Portal DashboardClosed

Hi everyoneWe have a request from our end users that they would like a dashboard showing system status of applications they use.Do any of you guys have ideas of implementing this into the portal to show this with a simple way to modify it in the event of a major incident?ThanksSam

1
Contributor
6 years ago
Apprentice
informatica01Apprentice

Error to create a new ticketClosed

Hi, I need help.When my users are creating new ticket they are receiving this message (attached image).Somebody can help me please?Thanks in advance.-Sidnei

1
6 years ago
Apprentice
kanketaApprentice

Cancelling my AccountClosed

I have been trying to cancel my account for 3 days and get a refund, I was told 3 days ago this would happen and it has not. I am being shuffled around but no one has done has cancelled and refunded me as promised. 

0
Apprentice
6 years ago
Apprentice
tgentryApprentice

Identify when a VIP customer calls in?Closed

Is there an integration that will show / highlight when a VIP customer calls in?  

0
Apprentice
6 years ago
Apprentice
dhaussApprentice

IOS appClosed

 I am trying to get the IOS app working on my iPhone XS with IOS14.  When I start the app I get the error NO INTERNET CONNECTION.  How do I resolve?Thanks...

0
Apprentice
6 years ago
Apprentice
dirienApprentice

Customer Billing ReportClosed

 Dear Freshdesk,Please add a report that includes all the tickets for Customers BASED only on the customer name NOT agents or groups... information is not accurate and reports are WRONG!when should i expect a fix?Respectfully,Dirien BarcenasCEOIT4LA, INC

4
6 years ago
Apprentice
jhawleyApprentice

Change of admin/edit user typeClosed

Hi AllIs there a way to change the rights/type (in this case user to admin). I have inherited a rather outdated system in 2 large high schools, and many agents have now left, rooms & areas have changed and so on, but I cannot edit any of these things as the profile I have access to is only a User, and nobody seems to have any idea what the admin login is. Who do I need to go to at Freshdesk to either change this, or get a new admin profile created in my name?Thanks for any help you can give!

0
Apprentice
6 years ago
Contributor
jessica.hyncikContributor

Link to test casesClosed

Currently, you can link to a related task from the Test Case view. It would be useful if you could also add test cases from the task view in the same section where you can view results.

0
Contributor
6 years ago
Apprentice
shilpa.mathewApprentice

Test Case - Subsection/Folder view ambiguousClosed

The bigger pane which is displayed when a test case folder is clicked is ambiguous. For example see below where GBL-P2P has a sub section called "Supplier Management" which has few test cases. But when you view GBL-P2P it gives an impression that there are not further subsection or test cases under itSupplier management folder:

1
Contributor
6 years ago
Apprentice
mikec_21059Apprentice

CANCEL!Closed

I have been trying to cancel for more than a month. I have sent emails, been bounced around, etc. and subsequently re-billed. I need a refund processed and my account canceled immediately.

0
Apprentice
6 years ago
Apprentice
mburgerApprentice

Microsoft Teams: Bot doesn't distinguish between a reply/public note/private noteClosed

Currently the Freshdesk bot in Microsoft teams notifies you of replies, public notes and private notes using the exact same message:"Mynhardt Burger added a note on (ticket #XXXXXX)..."My suggestion is that the wording reflects the interaction type.eg.Reply: "Mynhardt Burger added a reply on (ticket #XXXXXX)..."Public Note: "Mynhardt Burger added a pubic note on (ticket #XXXXXX)..."Private Note: "Mynhardt Burger added a private note on (ticket #XXXXXX)..."

0
Apprentice
6 years ago
mmccoy
Skilled Expert
mmccoySkilled Expert

New Security Breach TrackingClosed

Had an issue the other day in which an internal employee did something ahh lets say, questionable. :)It would be nice to track security incidents and have the ability to add a problem note or ticket to a security incident.I was thinking to follow the same type of flow with a "RELEASE'.Would be helpful to have a autogenerating incident number to a new item.

0
mmccoy
Skilled Expert
6 years ago
Apprentice
ddavis2Apprentice

Bulk ActionsClosed

Help with Bulk actions

0
Apprentice
6 years ago
Apprentice
niv.dolginApprentice

CSAT Survey Response RateClosed

We need the % of surveys submitted versus total # of surveys sent in the desired reporting period.Why? Because if we're getting lower than average/acceptable response rates, we need to run an incentive campaign to encourage (bribe) end users to fill out surveys.

4
6 years ago
Contributor
emory.sContributor

Tasks - Can they be finally improvedClosed

Our company are new Freshservice users.  We have noticed that in Freshservice's documentation that tasks are suggested when assigning others tasks instead of creating child tickets.  I don; believe that it explicitly says that but it seems to be strongly implied.We believe this is excellent and that Tasks simply the process of assigning tasks to others, except Tasks are not given equal footing in the product like incidents.  Currently, it is difficult to find Tasks because there are multiple steps to find the tasks in the interface and there are no notifications in the interface for task assignment or completion.  We are suggesting that the Task views at least be revamped to remove the difficult/multiple steps that are required to view Tasks and that notifications for tasks being assigned and completed are added into the product similar to what we see for Incidents. We believe this would greatly enhance the product and simplify the ticketing process when tickets require multiple departments to resolve an issue. We are asking the many users of Freshservice to get behind this request.

9
Contributor
6 years ago
Contributor
mcarlinContributor

Show tasks next to tickets for one plane of glass on what to doClosed

Tasks are not easily seen in the browser.  I would like our team to see everything assigned to them for easy workflow in one place.

0
Contributor
6 years ago
Contributor
mcarlinContributor

GChat bot integrationClosed

Have the freshservice bot work in GChat.

3
Contributor
6 years ago
Contributor
mcarlinContributor

Admin role elevationClosed

For security it would be nice to have an option to elevate your account to an admin.  I want to see only my ques and not see others unless I choose to elevate my account with a re-auth.

0
Contributor
6 years ago
Contributor
mcarlinContributor

Refine search by fieldClosed

We would like to be able to search by a ticket field.

0
Contributor
6 years ago
Contributor
mcarlinContributor

Search requesters in adminClosed

In the requesters management in the admin area.  We would like the abilities to search for requesters.  We have to make edits and it hard to find them.

0
Contributor
6 years ago
Apprentice
ditroiakApprentice

Applying ticket creation automation rules to existing ticketsClosed

Is there a way to apply ticket creation automation rules to existing tickets?

1
hemanth.ramya
6 years ago
Apprentice
lukeApprentice

Add support for work shifts in the admin "Business Hours"Closed

Our support staff works a split shift. So the current implementation of business hours doesn't work for us. We need the ability to specify shifts, not just business hours. Without this our SLAs will be impacted considerably.

8
hemanth.ramya
6 years ago
Apprentice
milroydApprentice

Senario Automations: Add public note when sending reply to requesterClosed

When executing scenario automations, you can choose to send an email to the requester but by doing this no public note is added. I would like to see the email that was sent posted to the ticket (fully formatted) so that other people on the team are aware. I've been told that you can just set up a public note and an email reply simultaneously within the scenario but the public note is in plain text and does not reflect the formatting of the email. Wouldn't it make sense that if an email is being sent to the requester then it should be denoted in the ticket automatically?

0
Apprentice
6 years ago
Apprentice
stephanie.limApprentice

403 ErrorClosed

Dear Team,It is impossible to create ticket from the customer portal.Users are returned a 403 error.Could you help?

0
Apprentice
6 years ago
Apprentice
rb_21184Apprentice

Session LogoutClosed

Hi,i´m new at freshdesk. we´ve started with freshdesk in July 2020 and it is great. So much features for free, feel like in supportersheaven :)  In the past we worked with OTRS and you cant compare the stupid otrs with the modern freshdesk.Only on Question:Sometimes i logged into freshdesk at Agent on customer PC. I dont activate "remember me" at login, but without logging off agent, customer can see everything, also after reboot. is there a function maybe to see all actives login and a chance to close them? Im not sure logging of every time.Thank you for your helpbrRené

0
Apprentice
6 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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