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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
jdouglasApprentice

Powershell Code Snippets in Solution ArticlesClosed

Is it possible to have Powershell Code Snippets in Solution Articles?There are many options under the Insert Code option of the editor:Perl, Python, VB, etc. But no Powershell.Thanks!Jason

1
Apprentice
6 years ago
Apprentice
winter.mikeApprentice

No manual touch for pre-production and production changesClosed

I was wondering if any has an idea/hint, if and how it would be possible to get a "Freshdesk delivery pipeline" up and running.The idea would be to have a stage where config changes are made and tested (dev stage). After that, we would like to get automation in place to promote these changes to a pre-production stage for acceptance testing, and finally, it should be again promoted to production by the push of a button without manual touch.Are there API available to pull any configuration and push it to a different Freshdesk instance?

0
Apprentice
6 years ago
Apprentice
ditlevsensheilamariaApprentice

CC fields on ticket formsClosed

Our users would like to have an option to add cc from all requesters in our database OR add a new email from outside our catalog.How can i provide this option?For now I have to options:Requester can search for a cc in their department which is not sufficientOr they can type the entire emailI want the to choose from requester in the entire database (not just department)AND/OR type in a not existing email.Thanks

0
Apprentice
6 years ago
Contributor
ckleczewskiContributor

Copy attachments to JiraClosed

We use Jira to track issues sent to our development department from Freshservice.Although it is possible to link the Freshservice issue to Jira attachments need to be added to the Jira issue manually.I would like to be able to copy these attachments automatically.

43
6 years ago
Contributor
bradley.pallisterContributor

Polls on ForumsClosed

Possibility to include polls to get client votes on new feature requests etc,

7
6 years ago
Contributor
adam.steeperContributor

Tag ManagementClosed

Looking for basic tag management.Currently, there doesn't appear to be any way to delete or rename a tag. 

1
Contributor
6 years ago
Contributor
markus.finsterContributor

App to Trigger Webhooks?Closed

I'm looking for an app that just allows me to enter the credentials, URL, JSON needed to reach out to trigger a webhook.There's plenty of apps available, but this would be the killer-app, basically making it possible to connect to (most) anything that offers a webhook and boosting the capabilities of Freshdesk enormously.

0
Contributor
6 years ago
Contributor
tony.stewartContributor

Ticket list - display original ticket description when hovering over ticketClosed

In the ticket list when you hover over a ticket the most recent interaction is displayed as a pop-up message.  Would it be possible instead to display the original ticket description?  Often we want to see the original ticket description and not the most recently added reply or note.

0
Contributor
6 years ago
Contributor
tony.stewartContributor

Show ticket descriptions in ticket overviewsClosed

In the ticket list (card and table views) in Freshservice can you add the ticket description as one of the fields we could show?

0
Contributor
6 years ago
Contributor
markus.finsterContributor

Is there an app to trigger an API?Closed

I've looked around, but I only found specific integrations in the marketplace. Does anybody know of an app that just allows you to enter the API credentials of the app you want to trigger and the JSON yourself?

0
Contributor
6 years ago
Contributor
h.driehuisContributor

Widget errors with Content Security PolicyClosed

I've added the widget in webpage. When I open Chrome - Inspect - Console, I see the following error: Refused to load the script 'https://widget.freshworks.com/widgets/xxxxxxxxxxx.js' because it violates the following Content Security Policy directive: "default-src 'self' 'unsafe-inline' 'unsafe-eval'". Note that 'script-src-elem' was not explicitly set, so 'default-src' is used as a fallback. (I changed our number to xxxxxxxxxxx)  This is the content of a testpage:  <!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "https://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd"> <html xmlns="http://www.w3.org/1999/xhtml"> <head id="Head1" runat="server"> </head> <body> TEST<BR> <script> window.fwSettings={ 'widget_id':xxxxxxxxxxx }; !function(){if("function"!=typeof window.FreshworksWidget){var n=function(){n.q.push(arguments)};n.q=[],window.FreshworksWidget=n}}() </script> <script type='text/javascript' src='https://widget.freshworks.com/widgets/xxxxxxxxxxx.js' async defer></script> </body> </html>  I tried adding:  <meta http-equiv="Content-Security-Policy" content="default-src 'self' widget.freshworks.com">   I only get more errors.  Could someone help me out? I'm not a webdeveloper (clearly), but I assume this widget needs a (almost) standard set of the Content Security Policy (CSP)?

0
Contributor
6 years ago
Contributor
dkimmel_12932Contributor

Product Catalog, attachments for productsClosed

I would like to be able to attach files to a product, for example, a user guide or technical specs.Thanks.

2
6 years ago
Contributor
techContributor

Alert levels and dependenciesClosed

Freshping is on to a good start.  The interface is nice.Freshping needs Dependencies to prevent a flood of alerts if an edge router dies (I got sick of monitus promising this but never delivering).  Maintenance windows (that cascade through the dependencies).Automatically generate PDF uptime reports configurable across any time period for a range of devices.Our staff don't want awakened at 3am for a minor website going down so there needs to be:-Per device alert levels End user contact groups (e.g. on-call, daytime-only).Configurable time windows    (24/7, working hours, daytime only, night time)Currently using nodeping as it does most of the above but it's a bit "clunky" to use.Also SMS and voice call alerts need to be built in.  I don't particularly want nor have time to muck around with 3rd party stuff like twilio.

1
6 years ago
Contributor
miran.madhusoodananContributor

AlertingClosed

Have any ideas on adding new way of alerting or improving the current one? Share them here.

1
6 years ago
Apprentice
epannierApprentice

Slack integration : add link to initial message when Creating ticket from a messageClosed

Hello, we plan to use Freshdesk to organize our growing number of client tickets. Most of the current workflow happens in Slack. We create tickets using the Freshdesk > "Create a Ticket" action from a Slack message. It works, and the action automatically copies the message content in the Freshdesk Ticket, however it looses all of the contextual information. It would be convenient to add a link in the Freshdesk ticket to view the initial message on Slack, when the ticket was created from a Slack message.It seems quite easy to implement as you can already "View the message on Slack" for Thread responses. 

0
Apprentice
6 years ago
Apprentice
renierduvenhageApprentice

Whatsapp Integration: Status response to customers and satisfaction surveyClosed

Good dayIt would be extremely beneficial to see the following changes to the Whatsapp integration:1. Send ticket status change responses to the customer - just the same as email responses with the ability to switch them on or off or define the rules therefore.2. Satisfaction survey (standard) sent to the customer when the ticket is resolved (or selecting the setup or define the rules for the satisfaction survey response)3. Ability to create different paragraphs in the response to the customer - currently, even if the public note contains different paragraphs, it is sent back to the customer as one long paragraph which is a huge downfall.Our ISP in South Africa uses the same principle for the Whatsapp support desk, therefore the above must be possible. I'm hoping that this added functionality will be added very soon.

0
Apprentice
6 years ago
Apprentice
mightyscripts.comApprentice

Protect privacy by hiding external images like mailtrack.ioClosed

Hello,Sometimes tickets contain mail track images to check if the agent opened the ticket or not by viewing the track image.This kind of mail tracking is blocked on most of the email providers like Gmail, yahoo, outlook,... by disabling display external images.Please check the attached images for how the Thunderbird and Gmail handle external images.Thanks

0
Apprentice
6 years ago
Apprentice
gpeetersApprentice

Multi Currency SupportClosed

Is there a plan to support multi currrency ? We want to have a global FreshService environment but need multi currency to register our assets, contracts , service catalog  Thanks for your feedback

6
Apprentice
6 years ago
Apprentice
andromeda216zApprentice

Mjjdfseswe KidfgseawClosed

Lodkjfkkse Kidfgse Piodfgtswe

0
Apprentice
6 years ago
Apprentice
stephen.coulthardApprentice

Request to log a NEW Ticket from the Requester pageClosed

Request to log a NEW Ticket from the Requester page.I am looking to be able to take a call from a Requester , Find the user, see what they have open, then click New and it open a New INC / SR as that User. this then stops duplicate ticket created for the same users without having to go looking and click Recent Tickets etc.

0
Apprentice
6 years ago
Contributor
mcarlinContributor

Asset tracking unique ID and barcodeClosed

The mobile app can view an asset barcode but we would like a way to generate one. So when a new laptop comes in we can make a barcode with a key and attach it. That key should be a random number that is in freshservice.  Can freshservice also generate the png file for printing? 

7
Contributor
6 years ago
Contributor
harryContributor

Option to email chat transcriptClosed

It would be good if on the live chat there was an option for the customer to email themselves a transcript of the live chat (e.g. like Amazon support or Ladesk helpdesk solution) 

14
6 years ago
Apprentice
mkeetonApprentice

Is it possible to block reopening of tickets after X days post closure?Closed

Is it possible to block reopening of tickets after X days post closure? Desire is to prevent erroneous reopening of obviously closed tickets and instead create a new ticket should a customer locate an old email and log a new request.

1
6 years ago
Apprentice
nakaterahul7Apprentice

freshdesk wideget bottom button hideClosed

i am using freshdesk widget to get customer feedback in mobile application. But in mobile the bottom bottom send feedback is not properly visible. i have attached my screenshot for your help. I am trying to show it inside a webView in mobile.  Could you please help me out for same? <!DOCTYPE html><html> <meta name="viewport" content="width=device-width, initial-scale=1.0" /> <script type="text/javascript" src="https://s3.amazonaws.com/assets.freshdesk.com/widget/freshwidget.js" ></script> <script type="text/javascript"> FreshWidget.init("", { queryString: "&widgetType=popup&formTitle=Feedback&captcha=yes", utf8: "✓", widgetType: "popup", buttonType: "text", buttonText: "Submit Feedback", buttonColor: "white", buttonBg: "#3B3B3B", alignment: "3", offset: "-1500px", formHeight: "0px", captcha: "yes", url: "https://myCompanyURL", }); </script> <body onload="FreshWidget.show(); return false;"></body></html>

0
Apprentice
6 years ago
Contributor
mdw9621Contributor

FreshDesk Moodle IntegrationClosed

Hi,I came across this topic "Integration with Moodle" when researching a possible FreshDesk Moodle integration. It looks as though there isn't currently and integration, but the response from FreshDesk admin said that one of the considerations was the number of customers asking for the integration.However, it looks like replies have been disabled for that particular topic. So, I've created a new topic (this one) to voice my desire for a Moodle/FreshDesk integration.This would make it much easier for our user base to access FreshDesk and for us to respond quickly to support requests.Thank you for your time and consideration.Mike

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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