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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
pauldelphinApprentice

Can I change my help desk name (URL) please?Closed

Hello,I want  to change my helpdesk name from "Delanti Global" to "DGBT" please because of massive amounts of spam.Can this please be arranged ASAP as it is urgent?Thanks :)

0
Apprentice
6 years ago
Contributor
luke_10029Contributor

Integration with Nutshell.com CRMClosed

Any chance you can add this integration?

8
6 years ago
Contributor
lokulyContributor

API's aren't rich enough or entirely lacking (Projects as 1 example)Closed

Fresh service checks a lot of boxes when you compare it to other products and needs. the problem is, although those features exists they are too week to be used in the wild. It would go a long way in closing the gap if you could ensure that's there are workable API solutions for all parts of the product. Example. Simple things list changing a category can be more difficult than it should be. if I have a ticket ("Ticket #20") with a category of "Other" and update that via the v2 API and pass in a category of "Other.Bad" I get a 200 back, you'd think it was successful but if you go to the GUI you just see a "-" for category. If you issue the exact same request a second time, you get a 4xx back along with some details saying that you've submitted a bad value and providing a list of acceptable values. If you then pick one of those values and submit that, you still get a 4xx along with a list of acceptable values. Example, if I then post in "Other" I get the same error. If found thru trial and error that if I pass in $null and then make a subsquent call with "Other" then it works. My point, its far more difficult and challenging than it should be. its also makes me question the entire system if I make an API request with bad data but get a 200 - success back. Also... why is there no way to problematically work with projects? I'd like the ability to interface with projects, and their tasks. Time management is HUGE and reporting of that time via API. I'm shocked there aren't any out of the box reports however that doesn't really bother me because those are rarely sufficient to meeting my needs but when the API's don't exist, you might as well not even have that as a feature, which was my feedback to Gartner. They might check the box, but the functionality of those features is too week to be useful in the real world. Also, why do I have to switch between v1 and v2 of the API's. Why doesn't V2 have all the same functionality and more of V1? Example, why can't I get time from the V2 API?

5
6 years ago
Apprentice
doronApprentice

Timers, reminders and schedule on holdClosed

Reoccurrence tasks assignments, like in case of priority 1 incident, senior management would like to receive incident status updates every one hour, so the agent needs a reminder to do that. Custom reminders for agent to do thongs on certain times. Lot of times agents talk with people and being asked to do this and that, within an hour or so.. Would be nice to have a reminder option, maybe attached to service request or incident. Incidents and/or service request handling might require interaction with the requester which not always able to communicate at the moment. In fact some tickets being rolled for days because of that. In order to keep a reliable metrics of "ticket been opened for...", and in case the requester delays the handling time, on hold with schedule (specific date and time to un-onhold the ticket) is nice.

8
6 years ago
Apprentice
marciogjApprentice

Feedback form not working on Chrome 83.0.4103.61 (Versão oficial) 64 bitsClosed

Hi,We are facing an issue with freshdesk form with the latest chrome version. It seems that latest version is breaking javascript used by freshdesk: fdwidget-029614c152cb9dd1326376d2c11f3945.js:178 Uncaught TypeError: Cannot read property 'success' of null at Object.success (fdwidget-029614c152cb9dd1326376d2c11f3945.js:178) at Object.i.success (fdwidget-029614c152cb9dd1326376d2c11f3945.js:178) at HTMLIFrameElement.s (fdwidget-029614c152cb9dd1326376d2c11f3945.js:178)success @ fdwidget-029614c152cb9dd1326376d2c11f3945.js:178i.success @ fdwidget-029614c152cb9dd1326376d2c11f3945.js:178s @ fdwidget-029614c152cb9dd1326376d2c11f3945.js:178load (async)n @ fdwidget-029614c152cb9dd1326376d2c11f3945.js:178setTimeout (async)n @ fdwidget-029614c152cb9dd1326376d2c11f3945.js:178e.fn.ajaxSubmit @ fdwidget-029614c152cb9dd1326376d2c11f3945.js:178submitHandler @ fdwidget-029614c152cb9dd1326376d2c11f3945.js:178n @ fdwidget-029614c152cb9dd1326376d2c11f3945.js:146(anonymous) @ fdwidget-029614c152cb9dd1326376d2c11f3945.js:146dispatch @ fdwidget-029614c152cb9dd1326376d2c11f3945.js:5o @ fdwidget-029614c152cb9dd1326376d2c11f3945.js:4is there any way to solve this?

1
6 years ago
Apprentice
michal.marzecApprentice

Private Knowledge base & Project SSOClosed

Hello, I'm trying to set up SSO like described in https://support.freshdesk.com/support/solutions/articles/50000001658-single-sign-on-in-freshdeskIs this possible nowadays? What we are trying to accomplish in our application is to: - hide Freshdesk Knowledge base from public- allow users from our system with one click to open and login Knowledge baseCould you please suggest some solutions?Regards

1
6 years ago
Apprentice
doris.brown-harrisonApprentice

Show date range and filters on Analytics reportsClosed

On the Reports, you could see the filters that were applied, including the dates that the report was run for.  Can we please get this information displayed on the Analytics reports? Our management team will want to generate and print these reports and they will want to see what filters were applied and the date the report is returning data for on screen and on that printed copy.

0
Apprentice
6 years ago
Apprentice
doris.brown-harrisonApprentice

Show date range and filters at the top of Analytics reports, including the exportClosed

On the Reports, you could see the filters that were applied, including the dates that the report was run for.  Can we please get this information displayed on the Analytics reports?  Our management team will want to generate and print these reports and they will want to see what filters were applied and the date the report is returning data for on that printed copy and on screen.

0
Apprentice
6 years ago
Contributor
lokulyContributor

Ticket AutomatorClosed

Because Freshservice doesn't have any Kanban functionality, I'd like to build that. (Super Lame that you don't have that as an option, especially because you talk about how cool it is on your site https://freshservice.com/kanban) I planned to use the workflow Automator to send certain tickets to Microsoft Planner by way of a Logic App however, I only want to send certain tickets. It seems simple, I figured Id just add a specific tag to those tickets that I want to show up on my Kanban board then use the workflow Automator to take action on those tickets that have that tag. Problem is, workflow Automator doesn't have a condition for tag. Why not? Can you fix that? I'm sure there are lots of other practical uses as well, not just the one I'm referring too.

0
Contributor
6 years ago
Apprentice
deborahbApprentice

Embedding contact formsClosed

Hi thereWe use contact forms in WordPress. I get stuff into FreshDesk by using notifications to forward the contact form to WordPress.I am trying to replace them with the Widget. But it isn't really a contact form, or possibly I'm not understanding what I want to do. I don't seem to be able to create a form in the widget that includes firstname and lastname. I've tried editing the ticket fields and widget fields but still don't end up with what I want. In one form, I want the customer to be able to fill in firstname, lastname, organisation, phone and description.In another contact form, the customer selects the reason for the contact out of a list. Can I do that with the widget?Or is there a way of actually embedding a form that writes to FreshDesk?Many thanks for your help.Deb

0
Apprentice
6 years ago
Apprentice
jacob_18240Apprentice

Task durationClosed

Would absolutely LOVE the ability to specify the duration of a task when creating it, like start and end time. We are currently unable to use the feature since what we really want to do is use it for scheduling appointments in relation to the tickets. But we need the ability to set an estimated duration of the scheduled task to really use this feature...Could this be put on feature requests?

1
6 years ago
Apprentice
rnovakjrApprentice

Default Ticket TemplatesClosed

We have a need to use ticket templates for all team created tickets so they all follow one uniform format. Since we have multiple departments working in Freshdesk, we have multiple templates (Support tkt, Sales tkt, Training tkt, dev tkt.) Unfortunately it's a hard habit for all agents to remember to choose a template prior to creating the ticket so we would really like the ability to assign a default ticket template to a group. For example any agent part of the group SUPPORT, when clicking New, ticket would automatically have the support ticket template applied and they won't have to worry about choosing the template each time they create a ticket. 

0
Apprentice
6 years ago
Contributor
johannes.dohmenContributor

Active Directory based GroupsClosed

is it possible to integrate Freservice into the Active directory to control freshservice groups by the AD?

3
Contributor
6 years ago
Apprentice
chris.grayApprentice

Tickets disappearing in searchesClosed

Hi all.I would class myself as a fairly advanced FD user.However, am having a problem where some tickets I create do not appear in my searches / saved views. No issues with filters, tags, drop-downs etc.When I search the ticket number, its title appears but no content loads.This is happening with 2 different tickets for me this week compared to last week.Any comments please?

0
Apprentice
6 years ago
Contributor
jerry.leeContributor

Report selection filterClosed

Please add a "last month" selection on the report filter.   I have reports that I run on the first of each month for the previous month.   "Last 30 days" only pulls the correct records when a 30-day month has ended.  For 28-, 29-, and 31-day months, it doesn't serve the purpose.

1
Contributor
6 years ago
Apprentice
bfish_19413Apprentice

Service Catalog form static text fieldClosed

I would like to be able to add static instructional text in the custom field section of a Service Catalog item.  For example, detailed descriptions of the different options in the next field, or some kind of URL would be super helpful.In another use case, I have a service request object that has several fields hidden because they are for the agent completing the request.  However, the form will most often be filled in by other agents.  If the submitting agent creates the SR via the "new ticket" button, then the fields that are hidden in the portal catalog are visible.  If I had static text instructions, I could add "The fields below are for the fulfilling agent only".It could also be used to satisfy this feature request:  https://support.freshservice.com/support/discussions/topics/322671

1
6 years ago
Apprentice
adam.lisikApprentice

API v2 to work over CNAME recordClosed

We would like to be able to use our API v2 over CNAME - we use a custom app to see tickets across instances and using the CNAME record would allow us to access FreshService over that rather than the vanity URL. 

1
Apprentice
6 years ago
Apprentice
sebastian.stueppApprentice

Send "Employee Onboarding" E-Mails via configured SMTP!Closed

Please send Send "Employee Onboarding" E-Mails via the configured SMTP.We have an SMTP configured in our FreshService Tenant, however, those E-Mails are sent via FreshService's own SMTP which causes those emails to be blocked by Office 365 / Phishing Policies.I don't understand why they are not simply sent with our configured mailserver?!

1
Apprentice
6 years ago
Apprentice
credeApprentice

Time Sheet ReportingClosed

The Time Sheet Report is not good enough for me to use and any report not personally created cannot be edited so I can't add all the required fields to the report.I need to be able to properly report on the time recorded by the agents and this should be available in the analytics as well as the reports section.

2
6 years ago
charlie.adams
Contributor
charlie.adamsContributor

Reports on 'Solution' articles / knowledgebase articlesClosed

I can see various threads on this, and each one seems to have an answer from Freshdek promising that they're working on this, but still I see nothing. Some of the threads are over 5 years old!Is there any functionality at the moment to run reports based on usage metrics for Solution articles (knowledgebase articles)?Ideally, I'd like to see:- Answers delivered (date picker)- Successful searches (date picker)- Empty searches (date picker and search terms)A weekly snapshot of the most read articles would be great too. My old tool had this (see attached), and it enables us to see if our drive towards self service is happening! I'd very much like an update on what is currently available, what's on the roadmap, and ETA on releases.Thanks!

0
charlie.adams
Contributor
6 years ago
Contributor
jacobi.zakrzewskiContributor

Group ticket permissionsClosed

When a ticket goes from group to group we are constantly having issues with the groups working on the ticket being able to see it and the private notes. Are there any permissions being looked into around giving groups access to view other groups tickets, or at the very least, allowing access to the groups/agents who have worked on a ticket to see it again without re-assigning? We also don't want to give global rights to everyone as that would mean #1 potential confidential information being found and #2 needing to change all the agent views to be more specific to them.Example: User X puts in a request about an issue. The ticket is then assigned to Group A. Group A puts in private notes and assigns to Group B. Somebody in Group B sends the person in Group A an email or instant message to ask a question about it. The person in Group A doesn't remember, and looks up the ticket number, but nowhere to be found. 

1
Contributor
6 years ago
Apprentice
lars.vanderheydenApprentice

Splashtop integrationClosed

Is it possible to integrate Splashtop further than the current SOS integration?We use splashtop premium support and make very little use of the SOS functionality. However, we'd love to see the asset list from splashtop integrated into freshservice.Splashtop also queries the antivirus status, windows updates, installed applications etc.Being able to integrate Splashtop with the freshservice asset management, and being able to connect to a device through a ticket would be a great functionality.

0
Apprentice
6 years ago
Apprentice
devaprakash.90Apprentice

Relevant API's to fetch requested for details of a service requestClosed

Hi All,Can some one kindly help me with the following request. I am unable to fetch the requested for details of a service request in api's, when request is submitted on behalf of others.Only the requestor information is available (requestor id & requestor name)Following API's doesn't contain Request For informationhelpdesk/tickets/[id].json api/v2/tickets/[id]?include=requester api/v2/tickets/[id]/requested_items helpdesk/tickets/[id]/requested_items.jsonthank you in advance.

1
Apprentice
6 years ago
Apprentice
ryan.wilkinsApprentice

It would be useful to have an agent access reportClosed

It would help to manage agent accounts to have a report which indicated when they accessed the system.This would help us determine whether we have the right agents on Occasional (Day Passes) and the right ones on Full-Time.

1
Apprentice
6 years ago
Contributor
melkerContributor

Option to clear notification hubClosed

In the notification screen you have the ability to select "Mark all as read". Now the difference between read and non read notification is almost not visible. the light blue for non read notification is just slightly different then the white use for read notification. It would come in handy if you could clear the notification hub of messages. Just make a button that empties out the whole hub for the agent. this way you can get rid of all read notifications. 

2
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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