Skip to main content

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

Filter by idea status

Filter by product

8947 Ideas

Back to top of the list
Apprentice
robert.hauApprentice

Using Custom Fields in Canned ResponsesClosed

We need the ability to use custom fields in a canned response in order to integrate with closing tickets with another helpdesk system.

3
6 years ago
Contributor
johannes.dohmenContributor

use group or variable agent in approval mailClosed

we try to automate a approval workflow and we need to send the approval mail to the event-performing agent or a group.actually, we only are able to setup a single agent

0
Contributor
6 years ago
Apprentice
kennyApprentice

Dual FreshDesk/FreshChat widgetClosed

I have FreshDesk and FreshChat. The chat widgets and help widgets are great, both have their pros and cons but I feel currently I cannot get the best out of either of them. If I use the FreshDesk widget:This gives me access to:- the knowledge base so customers can self serve.- a contact form with Ticket Fields so my visitors can select a reason for contacting me.- I can use automations to categorise the ticket.If I use the FreshChat widget:- I can again have a knowledge base (although it is called FAQs) so customers can self serve.- I can have live chat during office hours- Out of hours the FAQs can still be visible and any chats are converted into tickets.- The problem is that I cannot insert a Ticket Field into the widget as I can with the FreshDesk widget, so converted tickets are not categorised.A scenario I have considered, although it feels a bit messy, is to use the FreshChat widget during office hours and the FreshDesk widget during out of office hours. If a fully integrated widget cannot be developed maybe a switcher could?I also find it odd that you have to sync FreshDesk KB with the FreshChat FAQs rather than just making the FreshDesk KB available to FreshChat.

1
6 years ago
Contributor
johannes.dohmenContributor

service request placeholders in actionsClosed

we need to write service request placeholders into ticket fields to build conditions, based on these fields.example: add [service request placeholder] in field [abc]

0
Contributor
6 years ago
Contributor
johannes.dohmenContributor

allow service request fields in automator as conditionClosed

to setup more automatic workflows, we need to use service request fields as condition in workflow automator. if available, we could route different service requests to different groups

0
Contributor
6 years ago
Contributor
anders.grapeContributor

Enhancement on Business Rules for formsClosed

Hi,I really like the new Business rules!What I still find annoying is that All of the fields you create is shown in the Ticket view filter list for all agents. It would be really nice if you coud have the option to hide certain fields on that filter panel aswell.

0
Contributor
6 years ago
Contributor
merel.brokContributor

Buttons in articlesClosed

Any way to add buttons to articles? Right now I'm using images, but this also means that if I have to change the style of the knowledge base, I have to redo all those images, instead of change the styling in one go in the CSS.I could use the <h> tags, but in that case it would be helpful if there were more than 4 available.Basically for me it's already 3, as accessibility asks for the use of only 1 <h1> and we would like to stay accessable for visualy impaired users. The title of the article would be <h1>, <h2> is used for subjects in the article, which only leaves 2 <h> tags for other use.

3
Contributor
6 years ago
Apprentice
shaApprentice

Changing "forward text"Closed

HiIs there anywhere where I can change the default text when forwarding a ticket (Please take a look at ticket #2xxx raised by...) ?ThanksSteven

0
Apprentice
6 years ago
Contributor
leigh.websterContributor

Deprovision users from OneLoginClosed

Would be great to see freshservice support the deprovision of users anywhere....We use OneLogin and this would save us having to manually do this step every time. I know the same question has been asked about Okta as well as your own AD Connector.

0
Contributor
6 years ago
Apprentice
libtechApprentice

Customer DeactivationClosed

 I currently use Freshdesk sprout to manage a small help desk in a library.  Staff and Faculty, who are my contacts, move on or retire, but I want to keep their tickets for reference.  It would be nice if there was a way to just deactivate their account and keep the history.  Once an account is deactivated, it would also be nice to tag and filter the list of contacts for status or Company.I have noticed a couple of other posts about this over the last six years.  This feature would be incredibly helpful!Thank you so much.  I await a response from Freshworks.

4
Apprentice
6 years ago
Apprentice
charlotte_21142Apprentice

Insights from Canned FormsClosed

It'd be great to see analytics from canned form responses so that we can see the most common answers. We are currently having to host our forms elsewhere due to this but having canned forms in Freshdesk with this feature would be a game-changer! 

0
Apprentice
6 years ago
Apprentice
ryan_19421Apprentice

Public Ticket LinkClosed

My team would love to have the ability to quickly create a public link to a ticket that shared all of standard information that the requester would typically see like approval information, public notes, etc but without requiring the person viewing the link to login. Use Case: We use our ticket system as also a sort of purchase order system & delivery tracking. It would be very useful to provide 3rd party vendors access to a live tickets for tracking updates without having to grant them an agent account or make them the requester/CC.Potential Issues:This could certainly be a security risk for some customers. In that case some compensating control such as:a report of all created public links under reportingcontrol creating links at a group or role enforce requiring approval for any links

1
Apprentice
6 years ago
Contributor
rkramerContributor

Print TicketsClosed

Would love the ability to print a service ticket/tag for equipment being worked on in house. This way if anyone walks up to a machine, they can see the following information on the Ticket.Ticket #CustomerCustomer EmailCustomer PhoneTicket DescriptionAgent Assigned, etc.Right now we get a horrible report with no Company Graphic, not formatted the way I want and not the information I want.

25
6 years ago
Apprentice
toreApprentice

Magento 2 Version 2.3 integrationClosed

Hi,I was wondering what's the latest on you Magento 2 integration. It was last updated over a year ago, and it says it doesn't support Freshdesk Mint.https://support.freshdesk.com/support/solutions/articles/223950-freshdesk-app-for-magento-2-0In addition, it only states support for Magento 2.0. What about versions 2.1.x, 2.2x and now 2.3.x?Thanks and regards,Tore Simonsen

2
6 years ago
Apprentice
doronApprentice

More actions options in automationClosed

Like in the scenario automation: Ability to send mail to custom email address Ability to add tasks and assign them to the agent add cc to the ticketautomatic canned response to the requester

7
6 years ago
Apprentice
paul.clarkeApprentice

Analytics ImprovementsClosed

It would be great if the Analytics module provided the following functionality:When a report is exported, give option to use page tab headings as section headings in PDF. Provide ability to clone an entire page.Provide ability to change colours of graphs. Provide ability to resize legend. Allow sharing of reports with specific or multiple groups.

2
Apprentice
6 years ago
Contributor
marek.lubanskiContributor

Analytic reports shareable to GROUPSClosed

Freshservice analytics are great, but we'd like to be able to have agents build reports and be able to share them with groups, similar to sharing scenarios.Our IT team acts as the admins for our Helpdesk instance which encompasses many different teams, and this would help us build them a "starter" pack and have it shared with them to be able to build on top of.

1
Contributor
6 years ago
Apprentice
jbe_17057Apprentice

Search for Tickets by Ticket-IDClosed

We'd like to search for tickets by the Ticket-ID. It would be much easier for us, when the customer gives us the ID instead of searching by name, especially if you have a lot of tickets in your system.

7
6 years ago
Contributor
jrodierContributor

Ability to create new status(es) that effectively "close" an itemClosed

There are times when we have changes had or releases that are canceled due to either a decision to do something else, or even a decision that it is no longer required. We like to keep these canceled changes/releases in our system in the case that a similar issue comes up and we want to see what we did or didn't do in the past, so deleting them is not preferred. We are currently marking these changes/releases as "Closed," but would like to create a new, and more accurate status called "Canceled" which will effectively close the ticket. It would be nice to be able to quickly glance at a change or release and see that it was canceled instead of seeing that it was closed even though it was never completed which is what the "Closed" status alludes to. We are putting notes in all the related items which indicate that the change was canceled and detached, but again, it is not easy to see unless you go through and look through the notes. To sum things up, we would like the ability to create a new status(es) which will, as mentioned above, effectively close the item. Currently, any status that we create keeps the entity the same color as the rest of the active ones. We'd like to be able to create a status that will grey-out the entity in the system and treat it the same way as a closed item. Thank you for your continued support!

4
6 years ago
Apprentice
mrcraigchamberlainApprentice

preventing create conversation loopClosed

In our serverless app we use the onConversationCreate event to put notes into our clients service now "work notes" field.We discovered that it creates a loop of comments going back and forth.example. 1) i make a note in freshdesk -> it creates a work note in their incident, it then creates a note in ours again ( they also update tickets with 'put' method api ) and it repeats .example 2 ) they create a work note which then updates our ticket with a note which then sends that note to them again and it repeats.Is there a way to stop the onConversationCreate event when they add a note via api to our freshdesk ticket?

0
Apprentice
6 years ago
Apprentice
mrcraigchamberlainApprentice

Preventing private notes from being sent when conversation create event is triggerredClosed

I currently have a serverless that creates an Incident in ServiceNow when a ticket is created in Freshdesk. I have implemented the conversation create event and it works as it should, posting notes to the servicenow work notes fields. It puts both public and private notes into their serviceNow worknotes.Question - Is there a way of preventing the private notes from being sent over when the event is triggerred, only allowing the public notes to be sent?

0
Apprentice
6 years ago
Contributor
melodyContributor

Making tags a required fieldClosed

Does anyone know if you can make the tag field require an entry before you can close the ticket? It's not listed in the ticket fields and Admin/tags only shows me a count. Our staff tends to forget to fill in this field, so I'd like to make it required, fi possible. 

5
6 years ago
Apprentice
alexandre_12085Apprentice

Time tracking with hours contractClosed

I will be great if will possible to control contracts by companies. Example: A customer contract me to give 100 hours of support in a month. I need to inform the total monthly hours of this company and freshdesk controls when this time is over. If i inform the value of my hour, freshdesk can control the amount of revenue i have to receive from this customer.

6
suprabha.somanathan
6 years ago
Apprentice
kurt_21020Apprentice

Why do contacts require a password when SSO is enabled?Closed

 We're trying to give our customers a single identity in our customer portal.We were able to link our test FreshDesk instance to our IdP and created a profile for contacts to login using SSO.However:- The contacts still need to activate their account - which they already did for the IdP and does not make any sense- When activating the account, they have to provide a password which nullifies the idea of SSOCan the password requirement be removed - or even better the activation mail?Thank you in advance,Best,Kurt

1
suprabha.somanathan
6 years ago
Apprentice
dan.goodheadApprentice

Highlight a ticket card with a different background if its updatedClosed

Currently when a customer updates a ticket it says Customer responded.   But even after you have looked at it, it still says that for a while.  When you have a lot of tickets, its not always quick to find the one that was updated.   So could you have it that the updated tickets background changes to make it stand out from the other white ones.  Once opened and closed it goes back to white.as it has been looked at.

0
Apprentice
6 years ago
Show more discussion threads

Filter by product

  • All products
  • Freshservice
  • Freshservice IT Asset Management
  • FireHydrant
  • Freshdesk
  • Freshdesk Omni
  • Freshcaller
  • Freshchat
  • Freshmarketer
  • Freshsuccess
  • Freshteam
  • Freshsales
  • Freshworks Neo

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.

Terms of UseAccessibility statement