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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
amey.abhyankarApprentice

Issue with sendsafely integrationClosed

Hello,I am trying to connect sendsafely by following = https://sendsafely.zendesk.com/hc/en-us/articles/360033095111-Installing-the-Portal-Widget-for-FreshdeskI am able to see the widget when logged in as agent and if replying to existing ticket.But,Unable to see sendsafely option while creating a new ticket as a agent & as a customer.In page layout section of portal customization, I am adding code as follows = <div style="display:none" id="helpdesk_ticket">{{ portal.user.email }}</div> <script> var dropzoneId = 'N4NDMkVvt-mykey'; var sendsafely = new SendSafelyFreshdesk(dropzoneID); sendsafely.api.url = 'https://www.sendsafely.com'; sendsafely.initialize(); </script> </div>In Head section at portal customization, I am putting following code at line number 10 =<script type="text/javascript" src="https://app.sendsafely.com/js/external/SendSafelyFreshdesk.min.js"></script>  Pls help thanks.Regards,Amey.

0
Apprentice
6 years ago
Top Contributor ⭐
jmfreshuserTop Contributor ⭐

Announcements - new ideasClosed

The announcements feature doesn't seem to have had much love lately. A few ideas to make it all the more useful:Provide a way to integrate the announcements feed into an intranet page (RSS feed or something similar)Option to email the announcement to agents only, while still keeping it visible for requestersOption to generate and include a calendar file (ICS) in the announcement email 

0
Top Contributor ⭐
6 years ago
Apprentice
ggrecoApprentice

Resolution CodesClosed

Wondering how anyone else using Freshservice has implemented the process for resolution codes? For example, we use all 3 layers of the category/sub-category/item.DesktopApplicationAccount UpdateResolution codeWe had to break down with Desktop (its own group) because we also have another team (POS) who also have their own set of categories.When investigating trends we are looking for items that stand out and without the resolution code, it's a matter of investigating ticket by ticket to find out what the actual issue is.  When you have over 1000 tickets to investigate, it's time-consuming.The rep advised us to remove the Desktop and that would allow us to enter the resolution code but I'm hesitating because the change will impact historical (categories) which mean blanks and back to square one.ServiceNow has the option to enter a resolution code based on the category selected, see the screenshot below.  Adding this feature would help us to quickly identify trends.

0
Apprentice
6 years ago
Contributor
steveContributor

Customer Satisfaction Rating - Your MojoClosed

When the job is closed the current practice is to offer the following button options.[Close this Ticket]   [Add a Note]The alternative would be the following buttons:    [Not Good]    [Did the Job]    [Well Done]    [Add a Note] This would then be added up to give a satsifaction score against an agent.Mojohelpdesk does this system and each agent ends up with a MOJO number which is there rating on service.   

6
6 years ago
Apprentice
octavio.ruizApprentice

Customize CC list after ticket creationClosed

How can we (or the customer) customize the CC list of a ticket after it has been created?This is the scenario:- Ticket was created with X emails in the CC list- Other people was added later on in the CC thread- There where other tickets merged into the initial one (CC is updated automatically, as far as I could tell)- We need to remove a few of the people from the CC list and make it stick moving forward!Doing it on every reply, on our side, is not manageable :-(The customer did attempt (and us as well assuming the customer's identity) as described in "No way to add/edit CC after the ticket created" but the change does not stick, if we open the same pane minutes later, the full CC list is still there!

6
6 years ago
epagan
Apprentice
epaganApprentice

Paycom integrationClosed

Can we get Paycom integration? It would be beneficial if we could have that as it would help with the onboarding and better communication with the HR department. 

0
epagan
Apprentice
6 years ago
Contributor
support_21036Contributor

Ticket Scope Options grayed out and not able to be selected?Closed

Hello, trying to set an agents ticket scope so the agent can only access tickets assigned to them however the option is greyed out and can not be selected. Have I done something wrong here?

0
Contributor
6 years ago
Contributor
it_14069Contributor

Asset activityClosed

For us at least, any changes to an asset should be recorded into the asset activity history page. An example of this is that if a location for an asset is changed, it is never recorded into the history which obviously means that no agent would know the location had changed, or when it was changed unless a separate record for this was kept.  This applies for ALL details that are changed such as serial number, asset tag, assigned date, file uploads, etc.

11
Contributor
6 years ago
Apprentice
gerben.beemsterboerApprentice

Permanently close module itemsClosed

Hi there,We're currently having a hard exporting module items for accounting purposes. Agents have the power to temper with and re-open any item without restrictions. Scenario:Agent-1 closes any module itemThe accounting exporter does its job, invoice sent to the customer[optional] Agent-2 reopens the item Agent-2 adds an item entry and closes the itemThe accounting exporter does its job and sends the same invoice with a bit of extra time to the customer.Of course it would be an option to calculate the delta and invoice only that part, but that is not what the close state of a module item should be - in our eyes - and it would cost us more and more computational time/resources. We want to protect our agents from making mistakes like altering closed items.Kind regards,Gerben

1
Apprentice
6 years ago
Apprentice
alihamughal693Apprentice

Is Freshservice available in london?Closed

Is Freshservice available in london?I have to use that in london.

0
Apprentice
6 years ago
Apprentice
shivankshaApprentice

Total agents activeClosed

I am looking at creating analytics for total number of agents active per day for the last 1 month. Unable to find resolution. Can anyone help?

1
suprabha.somanathan
6 years ago
christian.mentor
Skilled Expert
christian.mentorSkilled Expert

Dashboard widget percentageClosed

In the example picture provided, what does the percentage (+ 2%) compare the 4h 0m response time to? Does the calculation change based on the time frame (week vs month vs all-time)?

1
suprabha.somanathan
6 years ago
Contributor
jamespContributor

Add control of Inventory module form fields into the new Business Rules moduleClosed

I would like the ability to control Inventory module form fields in the same way the new Business Rules module can control incident form fields.  For example, in an asset form, dependent on the value selected for an assets 'Location' I might wish to control or mandate specific values for other asset fields such as 'Department'. Thus ensuring that agreed standards for relationship between these field values can be enforced. This came up today when an agent was found to be routinely setting an asset field incorrectly, despite being told what standard to use.Being able to enforce rules for Inventory Asset forms would be a great asset, please excuse the pun (intended)!Please support this post if you think this would be a useful additional feature / expansion of the new Business Rules module functionality?

0
Contributor
6 years ago
Apprentice
ian.banksApprentice

Approval history in support portalClosed

Support portal for requesters only gives the option for "My Pending Approvals".  Whilst is the most common scenario, our business users also require the ability to be able to see historic approvals (e.g. service requests they have previously approved or rejected).

0
Apprentice
6 years ago
Apprentice
niklas.restleApprentice

Agent Notifications - Request for FeedbackClosed

Hi,My name is Niklas and I'm a product manager with Freshdesk.We're currently evaluating potential improvements for the agent notifications in Freshdesk.I'm keen on hearing your feedback:What's working wellWhat is not working Which sort of improvements would you like to seeFeel free to comment in this post or drop me an email (firstname.lastname@freshworks.com).Thanks,Niklas

1
6 years ago
Contributor
bambornContributor

Reusable custom fieldsClosed

Instead of having to recreate field every time they are needed, it would make more sense to be able to choose from a list of fields that have already been defined. This would also be very helpful to enable workflows based on these custom fields. For example, all Employee New Hire, Separation and Change catalog items have a field called "Effective Date." This should become the due date for the ticket and for any task created from the ticket.

4
6 years ago
Contributor
lynne.scofieldContributor

Create No-Code Dynamic Forms with Business RulesClosed

Any plans to develop this further?  Would be good to have other fields available like type for instance, so you can set Incident / Service Request specific business rules.

1
Contributor
6 years ago
Apprentice
kai.waters30Apprentice

How does dedicated hosting work?Closed

When you buy the best dedicated server hosting, you are literally renting a complete dedicated server with resources dedicated only for you. This gives you more customization options, better performance, and control over your resources. With no one sharing the server, you get all the resources which translate into amazing performance.

0
Apprentice
6 years ago
Apprentice
rik.snoeiApprentice

Reduce EmailnotificationsClosed

When an agent creates a task and assigns that to himself. Then he will also receive an Email that a task has been assigned to him. This is only annoying because that agent knows he created a task for himself because he assigned the task. This causes for example 5 Emails in a short amount of time. Due to this, we are thinking to disable the 'Task Assigned to Agent' Email notification. However, the Email would be really useful if the Assigned agent is a different agent than the agent who created the task. I'm not saying this should be the standard, but an option at least. This same kind of problem happens also for some other Email Notifications. Might handy to also take a look at those.

3
Apprentice
6 years ago
Contributor
cwithersContributor

Only send group notifications if no agent assignedClosed

Would like the ability to NOT send a Group email notification when the ticket is assigned to an Agent.  The entire Group doesn't need to be notified of this.  This would really help to cut down on the number of email notifications.Thanks!

2
Contributor
6 years ago
Contributor
adam.lefeuvreContributor

Audit trail of notificationsClosed

Currently, if you look at the Activities tab on a ticket it shows the changes people make, which is great as an audit trail, but notifications are not recorded there. The automatic notifications especially should be recorded here so support staff can clearly see that emails are definitely sent (or not) when talking to customers.

1
6 years ago
Apprentice
alex_19113Apprentice

Magento SSOClosed

It appears SSO fromWhat we want to do is enable our customers to be signed into FreshDesk automatically when they are signed in to our Magento store.This extension in conjunction with simpleSaml.php has been suggestedhttps://marketplace.magento.com/sixtomartin-onelogin-module-saml2.htmlAs I understand it, we need an idp - which would be simpleSaml in our caseBut I can't make out the role of that extension, on top of simpleSaml?We want our customers to sign in to FreshDesk FROM magento, not sign in to magento FROM freshdesk

1
6 years ago
Apprentice
hilton.jonApprentice

API or Data Import/ExportClosed

Is there a timescale on the ability to import/export data to/from Freshdesk. This would be a key requirement for us to look at adopting Freshdesk for our IT support team as we need to be able to report on the number of tickets opened/closed as well as migrating our existing tickets. Thanks,

15
6 years ago
Apprentice
itmanagerApprentice

Filter by checkbox fieldsClosed

We've added a few custom checkboxes to Tickets, for example "Requires onsite access".The Ticket filter allows filtering by custom fields - except checkbox-type fields.In order to filter by this value, we're considering changing the field to a drop-down, but using it is less convenient, and we'll lose all previous data we recorded in the checkboxes.Please add functionality to allow checkbox fields to be filter criteria.

1
Apprentice
6 years ago
Contributor
cwithersContributor

Reorder the Filter PaneClosed

Would like to be able to reorder the fields in the Tickets filter pane by placing Categories and Tags at the top as they are currently at the bottom of the pane - but are our most used filters.Thanks!

0
Contributor
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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