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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
ssnyderApprentice

Supervisor Rules to Include Business Hours OnlyClosed

We have a few supervisor rules that do not work the way we wish they would. All we are looking for is a check on the BHRS (business hours) vs. hours the requesters are not in the office.ie. A resolved ticket should be able to sit for a full 2 business days (not calendar days) before it is closed.

14
vishal.abraham
6 years ago
Contributor
justinalveyContributor

Project Management TemplatesClosed

Hello, We would like to have the option to create project templates. We follow a very structured process for our projects (It gets vetted by the testers first, then gets sent to a manager for review, etc).  Similar to how there is an option for Ticket templates, we would like the option for project templates, or for the ability to duplicate a project. The idea would be to create a project and have all of the tasks templated, with an option to template the assigned agent or leave it open. It would save a lot of time in building out the tasks and project framework.  Thank you for reading! 

3
Contributor
6 years ago
Apprentice
apiApprentice

support@helsamhelp.freshdesk.com - name not changedClosed

HiHow do I change who the email is sent from? At the moment customers will see this support@helsamhelp.freshdesk.com. We would like it to be like this kundecenter@ourdomainname.dkWe are using the free trial at the moment.Best Anders

1
6 years ago
Apprentice
randolphApprentice

Add ability to create "to do" list to ticket?Closed

I think that it would be very useful to have the Dispatch'r to attach a to-do list to tickets when they are first created.  Right now we add it to the text within the ticket but that is very clumsy.

23
6 years ago
Apprentice
resd56Apprentice

Problem with sending a reply to ****@veteran.bzClosed

 This situation occurred when one of our company's Agents responded to the tickets starting two weeks ago, but there was no problem with the sending and reply of the tickets, but can this situation be resolved? The same domain (***.bz) emails of the company are used, and other Agents There is no such problem.Thanks.https://naviline.freshdesk.com

1
6 years ago
Contributor
leigh.websterContributor

Workflows - Link conditions/actions to another actionClosed

Currently I find myself having to duplicate workflows and/or actions because the workflow designer doesn't allow us to link to another action. See the below example where I have a workflow with multiple conditions, actions...however the last two actions are always the same. If we were able to link a condition/action to an existing action, I wouldn't need to copy/paste the second two actions over and over.

1
Contributor
6 years ago
Contributor
jamie.michalContributor

Forum ReportingClosed

I'd like to be able to generate similar reports for forum entries as you can for tickets.  Is there any plans in the future for enhancing reporting to include forum reports?

8
6 years ago
Apprentice
petapixelApprentice

Customer Satisfaction survey languageClosed

Hello,how can we make the customer satisfaction surveys that we send out only be one language (Finnish)?We start sending these out, but clients received it half-finnish, half-english. We need them to be fully in finnish. Then we turned them out and tried to activate again, but they are not going out automatically.

1
6 years ago
Apprentice
eduvisor85Apprentice

unable to register and to get 21-day free trialClosed

Hi, I would like to register to get 21-day free trial but when I fill all the entries and click "sign up for free" I got message "retry". I tried 2 weeks ago, one week ago and today and I still got the same message. What should I do?

0
Apprentice
6 years ago
Apprentice
kayleigh.brindley1Apprentice

Calendar DisplayClosed

In help desk systems that I've used in the past, in addition to the general Dashboard view, you also have a schedule/calendar view that allows you to drag in and schedule tickets into your day. This therefore allows employers to check what staff have planned to work on today, assign new tasks and it also means that you can prioritise urgent tasks and see ahead of time if you can fit everything in that you need to get done.I have always found this to be a crucial and invaluable tool in a help desk system, I hope that you think so too.

8
6 years ago
Contributor
luke_10029Contributor

Indicator for online agentsClosed

It would be helpful for distributed teams to be able to quickly see which agents are "logged-in" to the system.  Would be a plus if we could see if they are actively addressing tickets or idle.  Podio's implementation of this works nicely.  See attached.  If the user is active there is a green light, if idle, orange.  Even better...the ability to quickly chat w/ another agent.

6
6 years ago
Contributor
prithi.pillayContributor

Ability to restrict access to specific groupsClosed

Currently when setting up access to ticket groups there are two optionsOption 1 - Agent can view all groupsOption 2 - Agent needs to be added to a group to be able to view tickets assigned to that groupThere needs to be a third option when Agents can be granted access to all groups except for.Option 2 works fine if you have a a small number of groups, but as the number of groups grows, being able to specific that agent can access All groups except for Group XYZ is a lot easier to manage.

6
6 years ago
Apprentice
carter.crowlApprentice

Azure AD automated user provisioningClosed

Curious if there is anything on the roadmap to implement AzureAD automated user provisioning for freshservice.  For customers that are cloud only implementations of Office 365 requester creation is either manual import or waiting for users to sign in for accounts to be created.  Automated user provisioning would eliminate this gap.https://docs.microsoft.com/en-us/azure/active-directory/manage-apps/user-provisioning

5
6 years ago
Apprentice
mblock90Apprentice

Modify Webhook ResponseClosed

Hello, Is there any way to modify the response sent in response to a generated webhook within Freshworks? I am creating a serverless app for FreshSales and need to provide a certain response back to incoming webhooks. I have been unsuccessful in finding any information on this either online or from Freshworks Support. I believe FDK/lib/routes/beevents.js controls the routing and handling of incoming requests. How can I extend this in my server.js so that the required response is sent back to requester? Thanks for any assistance.

0
Apprentice
6 years ago
Apprentice
support_14866Apprentice

Two-Factor AuthenticationClosed

Either by Text, email, or phone app, etc.. It's shocking this hasn't been implemented for this type of service considering the gathering of (private) information is generally high for customer service.

36
6 years ago
Apprentice
ldarrochApprentice

If an email bounces, the ticket should reopenClosed

Support services are offered from a pool of agents. If an email is sent by one person in the group, and that email bounces (temporary error, permanent error), the ticket should automatically reopen to appear on the dashboard. Currently, the bounce is noted in the closed ticket, and no one sees it, particularly if the login is under an alias email (as is our case) so no one ever gets a personal email notification that the message failed. Delivery errors should appear directly in the ticket list or dashboard for the agent pool to see.A few times this scenario has caused us problems - we send important information to clients already in our customer database, their inbox is full and we never find out about it until they are writing to us weeks later to ask about the very matter they were notified on. We verify they were sent the info, and there it is, the email bounced silently but  the ticket stayed closed.

0
Apprentice
6 years ago
Apprentice
michal.lusiakApprentice

Change list_view from 1 to 2 or 3 row viewClosed

Hi,I have this piece of code:{% for folder in category.folders %} <section class="cs-g2 article-list"> <div class="list-lead">{{ folder.name }}</div> {{ folder | article_list:5 }} </section> {% else %} {{ portal | filler_for_solutions }} {% endfor %}Which results in:But looking to get all articules in 2 or even 3 rows if possible. Does anyone can help me with that?Thank you in advance

0
Apprentice
6 years ago
Contributor
jgaltContributor

Ability to reorder the saved ticket filtersClosed

Currently the newest filters created jump to the top of the drop down list, different agents would like different sort orders for their saved filter drop down.

18
6 years ago
Contributor
scott.willettContributor

Service Status PageClosed

My inspiration for this: https://its.uq.edu.au/serviceview Want to be able to communicate outages, degraded services, known issues. A status page like above is a possible way to achieve this, along with email / other mass text communication methods. I see some potential for FreshService to do some great things with this which I think should be considered: Scheduled maintenance can be written up as a release and automatically go onto a status page (a checkbox for it to go up) "Outage" or "Degraded" (and possibly others) incidents and problems can go onto the status page selectively Link to CIs for full histories of the above. Possibly do some funky things with relationships (show pretty graphs on what's affected). Track uptime, integrate with reporting, allow the service status to show resolved issues Announcements can integrate with all of the above

3
Contributor
6 years ago
Contributor
ryan.millerContributor

Supervisor rules for assetsClosed

i would greatly benefit from expansion of the supervisor engine to include assets. Not all events can be triggered by an asset value change and thimus need supervisor rules. Ex. We manage all of our SSL certificates as assets and would like a rule to alert and create a ticket to renew the certificate 30 days prior to the specified expiration date. Ex. If a laptop is in a checked out state for longer than the allowed time, send email alerts and initiate a web hook out to another API to track the device.

0
Contributor
6 years ago
Apprentice
doris.brown-harrisonApprentice

Role permissionsClosed

We need to be able to allow agents to create Contacts, but not Companies. Currently, these two permissions cannot be separated.Thanks!

0
Apprentice
6 years ago
Apprentice
doris.brown-harrisonApprentice

Include the 'Company' field in the Bulk Edit toolClosed

When we find duplicate companies, or a ticket is just assigned to the incorrect company, the company has to be reassigned manually. Not a problem if there are just a couple of tickets, it's not a huge issue, but we have run across this issue when 50 or 100 tickets have been assigned to the wrong company. Fixing these is very time consuming when it has to be done one ticket at a time.Thanks!

0
Apprentice
6 years ago
Contributor
charlie.hawardContributor

Ability to change default email address of a contactClosed

Now we have the functionality to merge contacts and add email addresses, it would be great if there was a way to change the default email address.

9
6 years ago
Apprentice
buddy_21070Apprentice

You have been restricted from accessing this helpdesk pageClosed

 Why is this page being generated when a New Ticket is being generated?https://www.screencast.com/t/UuFjpfPWfZIs this a limitation o the Free level?  This was working for us and now this is all we see.This is bad Karma and the fact that it takes you days to respond to a ticket is just crazy.  How can we trust an organization that wants us to improve our own Customer Service when we receive such lousy service.Please respond!Buddy

1
6 years ago
Contributor
jared_11031Contributor

Kanban view of ticketsClosed

We would find it very helpful to have a kanban style interface where the lanes are either ticket status or priority to help organise a high volume of tickets.Drag & Drop between lanes would be awesome. Thanks!

18
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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