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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
mjensenApprentice

Proactive Outreach -- Why not just pick from existing customers??Closed

The idea of the "proactive outreach" feature is great -- but why is it only possible to send an email outreach message to contacts that you import?  That seems like it might be a useful *option* to have, but not likely to be anyone's preferred way to do it.Example: I want to send a product release or security announcement to all registered customers.  To do that today, I think I would have to first export all my Contacts, then import that exported list.  Much better would be if there was an option to either select individual contacts, or "all contcts", or all contacts in a group or segment.Can this functionality be added?

2
6 years ago
Apprentice
tammy.buiApprentice

"Star" Important TicketsClosed

It would be nice to have a feature where we can click a button (like a star, although right now this is being used for Watchers) and it'll add it to an "Important" view, much like how emails have the option to tag emails as important or flag them for easy accessibility.When the ticket is closed, it gets removed from that view as well.

0
Apprentice
6 years ago
Apprentice
ggrecoApprentice

VIP Pop UpClosed

Hi, we receive several tickets from our VIP list and as we have a few Analysts that do not recognize the C-Levels it would be a great feature that when a ticket is created that when the analysts' views the ticket it pops up with a box to indicate VIP User or a custom message.We do have the feature enabled for VIP (ticket is created = Urgent).

0
Apprentice
6 years ago
Apprentice
jlletinApprentice

Make a view with the second level title of the ticket fieldClosed

Hello, could it be possible to create a filtered view on one of the second level labels of one or many custom fields in a ticket ?Please see in the attached file :-).Many thanks for your answers.JL

0
Apprentice
6 years ago
Contributor
pricejaContributor

Solutions to appear in multiple foldersClosed

I would love to have the ability to create a solution and assign it to multiple categories/folders.For example - I could have a Google Apps category and a General category with "knowledgebase" folders under each.  If I create a solution I might want to post it in both locations.  It would be nice to have that ability when editing the solution.  Right now it appears it is limited to one.

32
6 years ago
Apprentice
kate.pickleApprentice

Slack triggersClosed

I want an option - other than priority - to cause a ticket to be pushed to Slack. Our team of agents often need to confer with non-agents to get information and respond appropriately to tickets. We have determined Slack to be a good option for this, but we only want to push the tickets we need to these staff so they aren't bogged down with every ticket and don't respond. The only option we have found is for us to establish a specific priority status to assign the ticket to be pushed to slack. This means that agents need to be careful on how they set priorities statuses for their own work to not accidentally push a ticket to a slack channel. 

0
Apprentice
6 years ago
Apprentice
kate.pickleApprentice

Improved slack collaboration for non-agentsClosed

We have recently moved to a paid service with Freshdesk and only have key staff in the system as agents. One of the things that appealed to us was the ability to use slack to connect with non-agents in our workplace to get info needed to respond to a ticket. The issue with the new slack integration, is that it only provides a ticket summary (first 255 characters of the email message), and there no longer seems to be a way to change that. I would really like to see an option for updating the message that is sent to slack, and the ability to include the full ticket text to make collaboration easier with non-agents. 

0
Apprentice
6 years ago
Apprentice
mlooneyApprentice

GoToAssist IntegrationClosed

Hello FreshService Team,Can we get GoToAssist integrated as an app in FreshService so we can initiate remote support via the FreshService web portal?GoToAssist is just like Logmein but a slightly different service.GoToAssist Website: https://get.gotoassist.com/dbb

5
Apprentice
6 years ago
Active Contributor
labattActive Contributor

Freshdesk and Intercom Part 3Closed

I wish you guys wouldn't keep closing the topics for comments! I have to keep starting a new topic.In https://support.freshdesk.com/support/discussions/topics/50000001623 that's not the question I was asking. I installed the Intercom plugin but it doesn't show anything in Freshdesk. What fields have to match between Freshdesk and Intercom for the information to show up? Is it email? Name? Something else?

1
6 years ago
Apprentice
madison14321Apprentice

Can i integrate amazon to freshdeskClosed

Hi, can i intehrate the freshdesk to my amazon account name Hoverboard if anybody konw plz tell me.

1
6 years ago
Contributor
david.suggContributor

Internal KnowledgebaseClosed

Hello,Has anyone here found a way to make an internal only knowledge base? We want to use the solutions section to upload documents only for agents and the ones for customers. Freshdesk does not have a way to do this to prevent anything in solutions from being inserted into a ticket.  Any ideas? 

3
6 years ago
Apprentice
sshawApprentice

Data fed Drop DownClosed

I am looking for a way to have the values in a drop down fed data. Right now I only see a method to manually add values. I have not found any documentation on if this is possible. Any information is greatly appreciated.

1
Apprentice
6 years ago
Apprentice
daniel.streibApprentice

automatically generated related articles listClosed

Hey!We are using the Blossom plan at the moment. We would love to disable this automatically generated related articles list on each of the articles or at least let it only show articles from the same category. I can't find that setting. Please help.Daniel

1
6 years ago
Apprentice
monitoringApprentice

Automatically close alertsClosed

Hi, We're using Solarwinds N-Central to monitor and manage our customer infrastructure. We're getting alerts from that platform via email. The tickets are being created for those alerts in Freshdesk. What we want to know is, how can we auto close an alerts when it comes back to normal? Examples of the alert subjects are below. Failure alert: Alert: Hadeed > Springfield - HQ: HQ-MGT-CONFR Disk I/O FailedBack to normal Alert: Alert: Hadeed > Springfield - HQ: HQ-MGT-CONFR Disk I/O has returned to normal

1
hemanth.ramya
6 years ago
Apprentice
casApprentice

Multiple e-mail addresses for agentsClosed

We have multiple brands/products set up in Freshdesk. Our agents also have a private mailbox with multiple email addresses. I would like to be able to add multiple e-mail addresses to agents, the same way that's possible for contacts, without adding extra occasional agents. Currently this is not possible in Freshdesk, but I would like to see this being implemented.

6
6 years ago
Apprentice
nick_20589Apprentice

Ticket list view - where did closed / resolved tickets go?Closed

Suddenly I can't see closed / resolved tickets anymore in the tickets list, and there seems to be no way to display them by filter. I am on the free plan. Did Freshdesk remove the ability for us to see resolved tickets, or is this a glitch?  Happening on both web and mobile app

0
Apprentice
6 years ago
Apprentice
dimitri.bouronApprentice

Chatbot settingClosed

Hello.We wanted to set up the chatbot in Freshservice but we can't use it since it would be an issue for users. The issue here is that the Chatbot doesn't have the same appearance than the classic portail and it isn't managable, and the button to switch back to the classic portail isn't easy to find for people.Do you intend to add the possibility to setting the layout for chatbot too and not only the classic portail ? That way we could change the logo on it by our own logo.Do you intend to make possible for people when they log on the portail they don't go on the chatbot by default but always the classic one ? You made a checkbox for that but if the user go on the chatbot it will be on chatbot by default excepted if he goes in his setting to switchback to the classic portail, and this switchback button would be to hard to find for them.Thank you,

0
Apprentice
6 years ago
Apprentice
lara.williamsApprentice

Remember preferred search fieldClosed

In our organisation we normally search on ID rather than contact or subject. Each time we search - e.g. merge ticket, add call to ticket; we have to change the dropdown to ID. Would be great if it could remember what the individual preference is 

0
Apprentice
6 years ago
Apprentice
kim.dobranskiApprentice

Multiple Agents in one TicketClosed

Is there a way to assign multiple agents to a ticket?

24
Apprentice
6 years ago
Apprentice
fernando.cacereApprentice

Associate Business Hours to Companies not Support GroupClosed

We have a 24/7 team that supports companies globally. We have different levels of support (SLA) which are based on local business hours for the specific customer. This article https://support.freshdesk.com/support/solutions/articles/98945 cover the multiple business hours setup but I must associate the Business Hours to the Companies and not to a support group.I would appreciate any assistance in having this setup. Thanks!

1
hemanth.ramya
6 years ago
Apprentice
mpatoleApprentice

SLA Policy set hoursClosed

Hello,When we try to set the SLAs we still get an error. As soon as we enter the values and click away, the values disappear and give us the error.

1
hemanth.ramya
6 years ago
Apprentice
dawieApprentice

Can customer satisfaction be compulsory before a ticket can be closed?Closed

Hi,Your clients are completely ignoring our CSATs. We are going to try a couple of other campaign initiatives to boost participation. But we are also looking into making the CSAT response compulsory before a ticket can be closed. Is this possible? Thanks,Dawie

10
6 years ago
Apprentice
jubachApprentice

Multilingual Customer Satisfaction SurveyClosed

Hello,We run a multilingual support and would like implement the Customer Satisfaction throughout our countries. However, the feature can only be set in one language.We would like to request a feature evolution in order to support multiple languages.I would suggest building this feature very much like the Supervisor interface, where you can choose which criteria triggers the Customer Satifaction Survey.Thank you for your feedback.Best regards,Benjamin

20
6 years ago
Apprentice
mallenApprentice

Scheduler Option Quarterly OptionClosed

It would be great to be able to have the option to schedule tasks on a quarterly basis in Task Scheduler.  It would also be awesome to be able to attach a document (such as checklist or detailed instructions) to a task as well!

0
Apprentice
6 years ago
Apprentice
jsorguesApprentice

Analytics report - enable filling of Filtering criteria in Viewing modeClosed

Hello, Using Freshservice Analytics module, i have developped a report with widget "Timesheet", and filter criteria on date. Problem is that in Viewing mode, these criteria are not displayed and cannot be modified. So the agents that are using my report are not able to choose the period they are interested by. Is there a way into an analytics report, to enable the filling of selection criteria in Viewing mode?Thanks a lot.JS

2
jdaniele
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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