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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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Skilled Expert
martin.jSkilled Expert

Export Service Request Form detailsClosed

Is there an ability to, and if not, please add, to export/print the Service Request form details? The current Export function, just exports the ticket details, not the actual SR form request details.HR would like to export some form requests to PDF and store against employee records, and I cannot see a way to do so. File > Print to PDF does not return a nice result.Thanks

0
Skilled Expert
6 years ago
Skilled Expert
martin.jSkilled Expert

Edit Service Request Form detailsClosed

Could we PLEASE add the functionality for either requesters, managers and agents to be able to edit Service Request form details.Various scenarios of requester entering wrong info, info needing amending etc, there is a requirement to be able to go in and edit, rather than have to cancel/close the ticket and ask for re-submission.We have begun bringing on our HR department, and so are migrating many paper based forms into SRs, but there is no ability to edit the form details once submitted. We have an approval workflow, which once triggered, then prevents editing. Ideally we would like the ability to edit, and also re-send for approval if the details have been updated.

0
Skilled Expert
6 years ago
Contributor
dstevenContributor

See everything I'm assigned (Tickets, Problems, Changes, And Releases)Closed

As an agent, I can be assigned a ticket, a problem, and change or a release.If I want to see everything I'm assigned I have to check 4 separate screens.I'd like a way to see everything that I'm assigned in one view. I'm not sure where this would make the most sense to be?Perhaps it could be a "panel" on the dashboard, similar to the "My Tasks" panel on the dashboard.

16
cmcewen
6 years ago
Apprentice
mottoApprentice

Remove HTML tagging from POST messagesClosed

Hi allAs part of integrations with ServiceNow, we have successfully created bi-directional integrations that allow both side to interact with each other through notes. I am, however, experiencing a problem interactions between Freshdesk and ServiceNow are being formatted to include html tagging as the note is consumed and processed by ServiceNow. I am looking to REMOVE all HTML tagging as part of the outgoing REST message to ServiceNow. How Freshdesk is configured:What we are getting in ServiceNow:Sample code on how to tell Freshdesk to NOT send the HTML tagging would be exceptional. Thank you!

1
Apprentice
6 years ago
Apprentice
hilaryajoyceApprentice

Solutions ReportingClosed

Hiya, Each month I track how many solutions articles we have, along with the views, likes and dislikes.  This is really important to see how many customers are using the Portal.  Currently I have to hand tally the numbers as their are no totals fields in FreshDesk.  Can you please add totals or even better, a way to run reports on the Solutions?  See attached for an example:)

6
charlie.adams
6 years ago
Apprentice
sachin_20807Apprentice

Enabling Fresh Chat on AMP pageClosed

Hi,  I am trying to add the java script code as suggested by the fresh chat widget. While it does work on a normal HTML page. It fails to open on AMP pages (https://developers.google.com/amp).Can somebody help me out?ThanksSachin

0
Apprentice
6 years ago
Apprentice
peter.hashemiApprentice

Does API work with announcements?Closed

 Hey Guys,I have been reading documentation at api.freshservice.com, pretty cool stuff, I am wondering if we can create API calls and send them as announcements in customer service portal? is that doable?

5
6 years ago
Apprentice
tammy.buiApprentice

Task Completion for Non-AgentsClosed

In some scenarios, we have employees who are not agents that are required to complete a task. The issue is that we cannot build any automations after this.It would be ideal if we could notify them via email and have a link to the ticket to complete the task (similar to the approver-specific portal) where they don't need to have agent access.This combined with this feature request https://support.freshservice.com/support/discussions/topics/50000001204 would greatly improve the quality of life for those that don't need agent access, but still are involved in a few workflows.We could alternatively use the "Approval" workflow for this, but the terminology between approval and task can get confusing as it's not an "approval" they are fulfilling.

0
Apprentice
6 years ago
Apprentice
aaron_17106Apprentice

Board Views across Multiple ProjectsClosed

The biggest thing I miss from Jira is the ability to make a board to join in multiple projectsI Have Devs working across multiple projects and they cant see their work in one spotalso jumping between projects is not fun - you cant bookmark two projects Its storing the project  in in the session or a cookie and its always pulling me back to the last projectI want to easily move between projects

5
6 years ago
Active Contributor
labattActive Contributor

Forums - Webhooks/Zapier/SlackClosed

Hi -We're expanding our use of your forums/community feature but we want to automate a few things with external systems. Unfortunately, while there are API endpoints for the forums, there are no webhooks or zapier triggers, and we also can't send new messages and replies to slack, nor respond to them in slack.I'd love to see webhooks and zapier triggers for: New message in a forum, new reply to a message in a forum. I'd love to see a zapier action to post a new message in a forum (this would be great for an automated release note trigger from our release notes platform) or to post a reply to a message in a forum. I'd also love to see slack integration with the forum. Once again, new messages and replies to messages, and also the ability to reply to a forum message or create a forum message FROM slack would be phenomenal.And if you could approve this and get it all done in the next week that would be even better :) 

0
Active Contributor
6 years ago
Apprentice
michael.vandijkApprentice

Migrate from Zendesk (app) errorsClosed

Goodmorning!We are currently migrating from Zendesk to Freshdesk, and I'm using the app Migrate from Zendesk.Most of our tickets and all of our contacts have migrated perfectly using the app, but I have about 500 tickets that come back with an error: It should be one of these values: 'Question,Incident,Problem,Task' [type] The only tickets that are not imported are the ones with the type Task.As we're a Dutch company, I initially set up our labels on the Type field in Dutch in Freshdesk. I changed this to the English label, so it would match with Zendesk.However, I'm still getting the same errors on these tickets.Can anyone point me in another direction to figure out this issue? The error message is very limited, so I'm finding it difficuly to pin-point the cause.Thank you in advance!Regards,Michael van Dijk

0
Apprentice
6 years ago
Apprentice
jameskamjaApprentice

NoiseClosed

 Hi,I want to use freshdesk for my team.I am not a customer (Yet).I want to know if freshdesk has automatic noise cancelling features (the same way google meetings has and the same way skype has).I will be willing to purchase freshdesk if you have this feature. It will help everyone in the long run.Thanks for your help,Stay safe,Good Bye.

0
Apprentice
6 years ago
Apprentice
constantin.vohsApprentice

Ability to have a type of "Quick Tabs" for open tickets within a single browser tabClosed

This is a feature available with some other service desks, but it's basically the ability to open ticket tabs within a single browser tab so that you don't need multiple browser windows or tabs open for different cases.An example below is from Zendesk (ignore the arrows as I got this from google) but if you look just below the URL, you have multiple tabs in a form of integrated quick toolbar. This can be searches, or tickets, requesters, etc. So that all is handled within a single window.When it comes to agent productivity, this also caches, so when you close it and reopen, you have that what you still need open at least.It would be a fantastic addition that has also already been requested by many of the teams I've onboarded into FreshService.Would be great to see this on the roadmap at some point, unless I've missed it and it is already :)Sincerely,Constantin Vohs

0
Apprentice
6 years ago
Contributor
kearneyContributor

Per Agent Pricing Plans (instead of per team)Closed

For our team, it doesn't make a lot of sense to upgrade everyone to a new pricing plan with all of the new features associated with that plan (when not everyone will be using the associated features).We are currently a team of 5 and we have one person that focuses more on web based support, one for social network interactions, etc., etc.So, if you were able to allow us to upgrade one agent/user to specific support plan (like Garden) then we'd be able to have that one person be our main chat support agent. If they get overwhelmed and need help, then we would be able to add another user to that plan. But it just doesn't make sense to upgrade all of our agents/users to that plan if they're not all going to use those features.You would be getting more money out of our company if you allowed and set up ala cart pricing plans per agent/user.

6
6 years ago
Apprentice
sallyApprentice

Where do I find my API key? It's not where documentation says it should be.Closed

Trying to integrate Freshchat and Freshdesk. Instructions say to find API key in Freshdesk on right side of profile page. But it is not there when I look at that page. Instead, there is a toggle for Focus Mode. Where can I find my API key? Thanks!

0
Apprentice
6 years ago
Apprentice
bterrellApprentice

set Business Hours at 15 minute incrementsClosed

I didn't find a similar thread in my searching, but I would like to be able to set the Business Hours schedule at something smaller than the current half-hour increments. Ideally, it would be at the minute, but would be OK with quarter hours.Our help desk is open for at least 15 minutes past end of business day and having the business hours set to the top or bottom of the hour is causing issues in routing tickets to our agents.

0
Apprentice
6 years ago
Contributor
josh_13569Contributor

Filter on checkboxClosed

We created a custom checkbox field on our tickets to track if it needed an article written about it.  I can't find a good way to  search or filter by checkboxes.  I see custom dropdowns show up to use as filters, but not checkboxes. Has anyone run into this or has a way to search or filter on a custom checkbox?

6
6 years ago
Apprentice
nbhloginApprentice

add a dispatch'r action 'Set Subject Text' of an incoming email to alternative textClosed

I'd like to be able to tidy up the ticket subject in dispatch'r so that it will be more friendly to the customer.We have emails arriving from systems with messy confusing subject lines. The source of these is outside of our control so we cannot change what arrives. The subject line is predictable and unique - it can be identified using the 'subject contains' condition. I'd like a new action to 'Set Subject Text' that would replace the current subject with our preferred text. 

6
6 years ago
Apprentice
jay_14821Apprentice

Bulk Closing tickets older than 30 daysClosed

I have a few hundred pages of tickets older than 30 days. I tried a Time Trigger, but that only works on tickets that have been touched in the past 30 days.Is there anyway to do a bulk operation on older tickets?

2
6 years ago
Apprentice
mike.butlerApprentice

Require Ticket Categorization when Closing VIA automationClosed

Currently, you can require that a ticket is categorized before manually closing a ticket with the quick button along the top, or by changing the field itself from open to closed.Right now though, this doesn't apply to responding to emails, and having an automation that closes the ticket upon response. I feel like this should be an addition to the rule, as I'd imagine most business have automations in place to resolve/close tickets after they respond to get them out of their inbox, and reopen them when a customer responds.

1
6 years ago
Contributor
slehmanContributor

Add custom field label onlyClosed

I would like to be able to add just a text label without a field to a form.  The purpose for this is I want to create section of check boxes for people to select but I want to give that section of the form a name.  Right now the best I can do is add a text box and use placeholder text. 

0
Contributor
6 years ago
Apprentice
bsluysApprentice

Employee Onboarding Mandatory Fields, conditional fields, child ticket managingClosed

A few requests concerning the Employee onboarding feature.- regarding the child tickets that are created from the onboarding request, we'd like to be able to include a short description with the ticket to give a reminder of what to write that ticket. Example: one of the tickets that are generated by our employee onboarding system is "Create Office 365 account for so-and-so". We've like to include a  description or checklist of what the agent needs to do in order to fulfill that. - We'd like do have conditional logic applied to different fields/forms in the onboarding form (i.e when filling out the onboarding for, the HR employee can check a box saying the new employee is a teacher which will a add a field for the new employee provide their Teaching Certificate number )- We'd like to be able to change the "name" or and add/remove the system required fields like Employee email address, department, etc. I can understand why changing them isn't enabled, but I'd still like to rename them for the sake of clarification with our employees. 

2
Apprentice
6 years ago
Contributor
c.ziobroContributor

Unable to load page. We encountered an unexpected problem (check your network connection).Closed

Since a couple hours, we have this message when we try to connect on our freshdesk.It's the same with different internet connection, pc and browser.Can you help us ?

3
6 years ago
Apprentice
deborahbApprentice

Manually forward email to become a ticketClosed

Hi thereI set up the autoforward from an email address and got it verified etc etc.As long as auto-forward is set up in the email address, tickets are created from the original sender when an email autoforwards from that address.However, I don't want them autoforwarded. I want to manually forward the ones I want. However, when I turn off autoforward, and manually forward to the email address associated with the auto foward, the ticket doesn't appear in FreshDesk. It's not in spam - it's not anywhere, It leave and and never arrives.I posted to the FreshDesk support but their solution didn't work. I posted back but I thought I'd post here.ThanksDeborah

0
Apprentice
6 years ago
Contributor
chris.adamsContributor

Add/Remove/View tags in Mobile AppClosed

I require myself and my team to add tags to each ticket for ongoing analytics.  Tags are actually one of my top 5 favorite features of Freshdesk. I would love to have the option to view and edit those tags in the mobile app, even if I had to click the edit button and have another field on that screen. Thanks!

22
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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