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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
ckousApprentice

Scenario Automations VariablesClosed

Hi,It would be nice if when defining a scenario Automation you could put a "variable placeholder". So let's say I want to add a scenario automation for my subversion checkins so I click the scenario, i give a subversion revision number and the system adds a private note to my ticket saying "Subversion commit r123" where 123 is the number I dynamically gave it.Thanks,Valanto

5
hemanth.ramya
6 years ago
Apprentice
cesarApprentice

What is the minimum version of FRESHDESK I can have to support integration with FreshChat?Closed

 I have been testing Freshdesk and FreshChat for our services.But after downgrading and testing the free version. I noticed a few things.FreshChat gets stuck in "creating a ticket" on an active chat.I also notice that the options to check the Admin API code is gone in FreshDesk.Do I need any of the advanced plans to allow the integration with one and another?I ask because I notice that FreshChat seems to have the free integration with FreshDesk. But not the opposite?

0
Apprentice
6 years ago
Apprentice
msmith_21127Apprentice

Questions about modifying dashboardClosed

Hello, new FreshDesk user here.  I would like help modifying my dashboard.  Is there any tutorials for this?  In particular I would like to be able to modify it to show the following metrics:New ticketsLabor by techAverage first response timeAverage ticket close timeTicket historyTop 5 ticket creatorsCategory breakdownI think I've found a few of those things in the Reports but in particular I can't find anything which shows the top ticket creators or category breakdown.  Any suggestions?  Thanks!Here is an example screenshot of what I'm looking for.  This was my previous helpdesk at another company.  ;-)  Thanks!

0
Apprentice
6 years ago
Apprentice
icotheme55Apprentice

JWT SSOClosed

Hello,I tried to use JWT sso to login using our login page, but I couldn't find the detailed description how to set up JWT sso.Please let me know the detailed description or php code sample using JWT sso.Thanks.

0
Apprentice
6 years ago
Apprentice
juniklasra0306Apprentice

Disable feature in order to create the ticketClosed

How can I disable the feature in order to create the ticket if any requester sends an email to helpdesk email ID..Please guide me. Thanks!

0
Apprentice
6 years ago
Apprentice
john.peelApprentice

Mosyle MDM IntegrationClosed

I see that there is integration with Jamf Pro. Now that Apple Business is also heavily promoting Mosyle it would be great is freshservice also synced with Mosyle Business.

0
Apprentice
6 years ago
Contributor
josh_15767Contributor

Allow editing/converting a forum topic BEFORE publishingClosed

Situation:  Customer submits a support request as a forum topic, instead of as a normal ticket. The information is not suited to a public forum, but I cannot edit it or convert it to a ticket until I "Approve and Publish". Once that happens I can delete it, but a notification to followers has already been sent out. It seems like in addition to "Approve and Publish", "Delete", and "Spam/Ban" buttons, there should also be a button for "Edit".

3
6 years ago
Apprentice
mansur.sysproApprentice

Enable support feature for specific period only ?Closed

How to enable support ticket that can be available for specific date range and specific customer? I try to search every where.. I found no answer for it.. Please help.. is it can set.. 1 year package or 6 month support package..please guide me tq.. 

1
suprabha.somanathan
6 years ago
Contributor
sean.yContributor

Updating Contact and Customer NotesClosed

When it comes to Contact Notes and Company Notes, there are several low-hanging fruit items that could radically help a firm like ours and any company like ours.Allow Google Drive Links - Provide for an icon to allow linking files in Google Drive / Google Shared Drives. Simply add the button. Notes Search - Allow Contact Notes and Company Notes to be included in search filters. 

3
suprabha.somanathan
6 years ago
Contributor
jeffiContributor

Import AD user photo with probeClosed

It would very nice if there was the ability to import the AD user photo while importing users using the probe. Is this a possibility?

21
6 years ago
Apprentice
minhaj209Apprentice

Freshdesk as a website teamsClosed

 Recently I have created a website name I want to add coc download. I want to add a website tab to link to my ticket overview in Freshdesk but When I am trying to log in through teams tab it says that You are not allowed to access this page. But my login information was correct.

0
Apprentice
6 years ago
Apprentice
nsr786Apprentice

Customizable 'New Ticket' Forms for different CustomersClosed

1) 'New Ticket' Forms needs to be customizable as per the project needs as a contractor might be dealing with multiple companies/ clients which may deal in different businesses altogether.2) 'Ticket Fields' in New Ticket form should be linked to a specific Project as per its core requirement.3) In case of multiple Customers configured in FreshDesk, then while submitting new ticket form there needs to be an option to prevent/ hide Project 'A' fields from Project 'B' and vice-versa.  This has to be customer specific.

38
6 years ago
Apprentice
psainthilaireApprentice

Bug: System does not retain column selections for Views.Closed

I have several Views setup, I need different columns for the various Views, but when I switch from one view to another, the columns change to whichever view I was previously looking at. I have to select and remove columns over and over and over again. I use the Layout "Table View" as that allows be to select the columns I need, but the system does not retain the settings.

0
Apprentice
6 years ago
Contributor
nvergin_20100Contributor

Expand Asset Info Display, Filter and Export CapabilitiesClosed

We are currently limited in what columns of asset data we can choose to display.  Same for exporting asset data.   All fields should be accessible to display, filter, sort, and export.  For example, Asset State is an important field to help with managing an organization's assets but is largely inaccessible for visualization or reporting.  I should be able to easily display and export a list of all assets with a particular state or be able to see the applicable state of all assets when doing a full export.  Not having this is frustrating.  Would you please add these as options ASAP?  It should be standard to have access to all the data.

0
Contributor
6 years ago
Contributor
help_17785Contributor

External border in the email signatureClosed

Hi,I found a case that shouldn't happen on Freshdesk when inserting an HTML email signature. For example, if you have a rich email signature, with tables (usually HTML signatures are created with HTML tables)Freshdesk adds an external-border in the settings. Apparently, this is because of the Redactor editor ( WYSIWYG html editor create by imperavi). This is not meant to happen. Freshdesk has an error in this part because of the Redactor editor.See image example, with an email sigature HTML created with the Bybrand.The email signature created with Bybrand does not have a border, and when pasting on Freshdesk the border is displayed.Can you fix it?To more details, write

1
Contributor
6 years ago
Apprentice
nam.ngoApprentice

Dual view or split view optionClosed

Is it possible to split the table view in a browser tab? For example, if we have a view for “Pending” status tickets, and another view for “Waiting on customer” status tickets viewWe can only view one ticket view in a single browser tab.  It would be very useful to be able to have one tab with two or multiple views.  I hear Zen desk can do this.

1
6 years ago
Apprentice
dckApprentice

Multipick fieldClosed

Add a ticket field type, that allows agent to chose more than 1 option from a dropdown list. 

0
Apprentice
6 years ago
Apprentice
stephen.luptonApprentice

First Response Time In Business Hours Filter ModifierClosed

In Analytics, there is a filter called "First Response Time in Business Hours".The possible filter modifiers are: EqualGreater ThanLess thanGreat Than Or Equal ToLess Than Or Equal ToNot Equal ToIs AnyIs it possible to have a modifier created for is null?Any ticket that is closed without a response has a null value for Time to First Response, and it is important to see tickets that were closed without a first response.

1
hemanth.ramya
6 years ago
Apprentice
sales_11327Apprentice

Cannot login to webClosed

Clicking logging in as agent goes back to login screen.  

0
Apprentice
6 years ago
Apprentice
ccooperApprentice

Edit Multiple Checks at OnceClosed

 One feature request I'd like to make is;Add ability to update multiple checks settings at once. For instance we have 17 sites being monitored, being able to quickly add a new user to be updated on these checks or change other settings all at once would be very beneficial as currently you have to edit each check individually which is time consuming.There currently is the option to select all sites at once and delete them, maybe adding an edit button here as well would make sense from a visual perspective.

0
Apprentice
6 years ago
Apprentice
robinhApprentice

New DashboardClosed

 I want a few things added, one new widget and one improvement.Recent activity widget.  I need this to see what my team is doing in real time.  Clicking on the link at the top is counter-intuitive to glancing at a dashboard for updates to what is happening.Expand the My Task widget to include the name of the task, like the old dashboard.Thanks, I think lots of people will agree.

3
6 years ago
Apprentice
solApprentice

Billing problemClosed

Some days ago, we received your invoice number FD1070105, billed to Nvio, but unfortunately the data are wrong, could you help us to do the following correction:Instead of:Billed to: (wrong)José Andrés Hernández ElizaldeNVIOTo (correct)NVIO Pagos México SAPI de CVID= BTS181018HD3Av Paseo de la Reforma No. 483Suite 1400 Piso 14Col CuauhtémocCDMX

1
6 years ago
Apprentice
niesApprentice

No auto CC when forwarding a mailClosed

Can you please add a option to turn off, the sender which forwards the mail into FD will be automatically be CC when you answer the ticket to the requester with "use original sender as requester" 

2
6 years ago
Contributor
charlie.hawardContributor

Ability to update categories etcClosed

It would be really useful if we were able to update the categories available and for the change to reflect in all previous tickets.For example, a ticket is categorised asFault3rd party systemABCABC product name changes to XYZ Currently, if I change the category in the field templates, it removes the 3rd level "ABC" from any existing tickets and does not apply the "XYZ"At the very least it should retain the "ABC" for reporting.I am presuming that this is actually quite a big change as it requires the underlying data to be relational whereas it is currently just free text

3
6 years ago
Apprentice
jalalniazi674Apprentice

How can I set up a work process automator that checks if the Source of the ticket is Email?Closed

Hello users!I want to set up a work process for the thing I've mentioned in the questions. Need tips on how can I do it...Thanks!

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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