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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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Contributor
patrick.vanrinsveltContributor

Ability to have Static 'Section' text in Service Catalog ItemsClosed

When designing a form for a Service Catalog item, it would be nice to 'Sectionalize' the form with bold headers to separate different partd of the form to make it clear for customers.Would a new item in the toolbar be good to add this type of section header? Something like this:

1
Contributor
6 years ago
Skilled Expert
tyler.brandtSkilled Expert

Requester Group OptionsClosed

There should be significantly more options for assigning users to Requester Groups. Currently you can only create these based on Job Title and Department. You should be able to create these using other requester fields, such as site, manager, or custom requester fields. You also should be able to add specific users to a requester group. Currently if I want 3 specific people in a group I have to either change their department or job title to be the same, whether it's accurate or not.

18
Skilled Expert
6 years ago
Apprentice
adrianurdanetaApprentice

Can I share a ticket with other apps in the Android app? I can not see that option.Closed

 Please, I need this option. It is available?

0
Apprentice
6 years ago
Apprentice
oksana.aloshynaApprentice

Article Feedback Email RestrictionsClosed

Hello!We often receive article feedback from people with invalid non-existing emails like none@none.com.Is it possible to somehow restrict invalid emails from submitting feedback? Ideally, we would like to restrict the allowed email addresses to be only corporate ones.Thanks!

0
Apprentice
6 years ago
Apprentice
zjg37239Apprentice

각종디비ss 【 문의-텔레그램:@DB2580 】 토토디비구매ss 매우drww33Closed

각종디비 ★★ 【 문의->텔레그램:@DB2580 】 토토디비구매 100%정자료. 토탈디비. 각종디비 고객의 각종디비 기아차 각종디비 있는 ★★ 【 문의->텔레그램:@DB2580 】 토토디비구매 100%정자료. 토탈디비. 각종디비 9월부터 각종디비 1월에 각종디비 등 ★★ 【 문의->텔레그램:@DB2580 】 토토디비구매 100%정자료. 토탈디비. 각종디비 연결돼 각종디비 쏘아온 각종디비 점조직으로 ★★ 【 문의->텔레그램:@DB2580 】 토토디비구매 100%정자료. 토탈디비. 각종디비 넘을 각종디비 경우가 각종디비 삼성은 ★★ 【 문의->텔레그램:@DB2580 】 토토디비구매 100%정자료. 토탈디비. 각종디비 SK네트웍스도 각종디비 국내 각종디비 삼성은

0
Apprentice
6 years ago
Apprentice
romstadApprentice

Import/Export of LocationsClosed

Allow for the import and export of locations for bulk update.

10
Apprentice
6 years ago
Contributor
davenContributor

Audit TrailClosed

It would be a good security feature to give the Freshdesk administrator the option to view an audit trail for both agents & contacts (shown against each individual as well as a global option to view all).login/logout would be a basic start -- but extra options (depending on the amount of space it takes up) would be auditing creation/updating of tickets and solution/forum posts.

6
sajesh.krishnadas
6 years ago
Apprentice
fxlelouarnApprentice

Improve time entries exportClosed

Time entries are a nice addition to Freshrelease. The way one can export his/her time entries could be improved:As of now, only a project admin can export them; all users should be able to do so.When exporting the time entries, one should be able to select the fields he/she wants to appear in the CSV; right now, it's arbitrarily decided to only export a few fields.Thanks.

0
Apprentice
6 years ago
Apprentice
fxlelouarnApprentice

Share widgets/reports among projectsClosed

I'm creating analytics reports for all the dev projects I manage. They're all structured in the same way so the reports will be the same across the projects. Unfortunately, it seems I have to create the report from scratch in each project: I can't reuse a widget or a report I've already done elsewhere.It would be great if the reports would be reusable across projects or at least the widgets. 

0
Apprentice
6 years ago
Apprentice
emacruzApprentice

Limiting agents to view only one CompanyClosed

We have clients that handle their own first line Support, and they want to track whats happening. We can give them access to their own company tickets, but they see all the company's and contacts from otrher clientes that we have. This clientes only need to track the tickets and change priority and owners of the tickets. How can we do this? Many thanks.. 

0
Apprentice
6 years ago
Contributor
neilvincentContributor

ApprovalClosed

After the approval process when we export the tickets; there is no details about the approver; this is a much needed feature. Since the exported tickets doesn't have the details; we are having issues during the audit process; we are not able to explain to the auditors about this Freshservice limitation. I request you to add this feature asap.

6
6 years ago
Apprentice
lukeApprentice

Move open tickets at the top of the ticket status pageClosed

I suggest moving the open tickets to the top of the page and also providing a way to archive old messages and/or add pagination.

3
6 years ago
Apprentice
lmartyApprentice

use Solutions portail (and only this one)Closed

 HiWe would like to use the solutions portail as a knowledge database for our customers.But only the search engine for solutions, and articles.No ticket creation form, no login form, ... juste solutions.Just as the widget can do, but on a single page, not javascript widget.And embedded in our website.Thanks for your help !

2
Apprentice
6 years ago
Contributor
miran.madhusoodananContributor

Dashboard & ReportingClosed

To discuss about the Dashboards and Reporting suites in Freshping

4
6 years ago
Apprentice
tkiApprentice

size limit on custom multi-line text fieldClosed

Hi,we'd like to use a custom field with type multi-line text. Customers would fill this field with log messages (which sometimes can be a lot). Seems like this field has a limit of 1500 characters. The build in description field (which is also multi-line text) does not have such a limitation.Can you remove this limit?BRTamás

0
Apprentice
6 years ago
Apprentice
ayush.gargApprentice

FreshDesk Knowledge Center Widget with GTMClosed

How can I integrate the FreshDesk Knowledge Center Widget via GTM?Which all tags and triggers do I need to create?

0
Apprentice
6 years ago
Apprentice
sabrinaApprentice

How to change article_list snippetClosed

In the "Solutions home" template, I have this snippet: {{ folder | article_list:5 }}That, in the front end, shows a list (in an <ul> tag) of 5 articles titles. I need it to show the description too (something like  {{ article.body_plain | h || truncate:175 }}), but I don't know where to change it. Thanks in avance for your help.

1
6 years ago
Apprentice
jeroen.vandesandeApprentice

custom impactClosed

The impact (and priotity, ...) field are now default on low, medium, high. Due to contracts with other companies we use however also other categories such as critical. It would be a plus if we could add those. Now we're stuck with the default fields

0
Apprentice
6 years ago
Apprentice
tony.marcianoApprentice

Automated email on new user email account creationClosed

I am looking for a way to automatically send a new user guide (word doc)via email, once a "create email account" task has been completed.  I would like the email be sent to the new email account that was just created in the task that was closed.

1
Apprentice
6 years ago
Contributor
kevin_13986Contributor

Custom Closed StatusesClosed

We have several closed statuses based on how the ticket was closed, whether closed because the task was cancelled, closed because the ticket was a duplicate, deffered to consider later, etc.  However, only Closed and Resolved are treated as actual "Closed" statuses for purposes of "All Unresolved" tickets in the ticket view.  We would like the ability to be able to configure our custom status codes, each either as "open" or "closed" so that we can continue to track the reason why things were closed without cluttering the list of tickets that require attention. Support says they'll consider it if there's enough interest.  Would this be of interest to anyone else?

8
6 years ago
Apprentice
adrian.scoyneApprentice

Advise on creating Data breach ticketClosed

We are in process of configuring FS for go live.  We have successfully created all the ticket fields we need to dynamically display if our users are reporting a Data Breach incident, however we dont like the way it shows on the information on the bottom right of the Agent screen.  Is there anyway we can get the information filled out in custom fields and dropdown boxes, to display in the main default description field?

0
Apprentice
6 years ago
Contributor
kstillContributor

Service Request - Create Child tickets for only specified items?Closed

Is it possible to change this to where instead of creating a child ticket for all additional items maybe a checkbox next to the additional items you want to create child tickets for instead?For example - We have a Service Request that has a bunch of different additional items, however - most of the items the main technician can do but 1 or 2 he can't. Instead of creating 10 child tickets we want 1 main ticket and then the 1 or 2 child tickets assigned the other technician separately.

0
Contributor
6 years ago
Apprentice
blazingworksApprentice

New to FreshDeskClosed

Hi. I would like to watch an in-depth product demo. Also, before I dig more into Freshdesk, I want to ask the following questions: What is your definition of product and how many products can I add? What is the difference between Agent Group and Service Group? Field Technician and Service Agent? Can I customize my domain, for example from support@blazingworks.freshdesk.com to support@blazingworks.com?

0
Apprentice
6 years ago
Contributor
viniciusContributor

drafts in ticket list pageClosed

I'd like to be able to see which messages are still in draft and I think it should be a filter in the ticket list page.

4
6 years ago
Apprentice
gbuchnerApprentice

Expand the SLA targetsClosed

Your SLA policy is too limited. We have 9 levels in our our ITIL agreement with the business. Can we get this expanded?And no, we cannot do this with different SLAs for different groups. We have one group: IT.Our SLA runs as:Urgent: Work on this until fixedSL1: 1 daySL2: 2 daysSL3: 3 daysSL4: 5 daysSL5: 2 weeksSL6: 1 monthSL7: 2 monthsSL8: 6 monthsWe use the first 7 (Urgent to SL6) quite a bit, SL7 sometimes and SL8 rarely.How can we account for this type of SLA in your system?

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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