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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
rootixApprentice

Grouping monitorsClosed

I have multiple monitors per platform or project that requires certain checks and so the list looks a bit cluttered. Even when prefixing the names with their projects.It would be cleaner if it were possible to group certain monitors together and display them in a structured way. Perhaps even include a summary of the groups stats. 

1
6 years ago
Apprentice
rootixApprentice

Search field on Dashboard and ReportsClosed

The list can be quiet long especially when you approach the 50 monitors. Searching with realtime filtering would make it nicer to use.For the Report tab I imagine it like replacing the current dropdown menu with an equally styled search box. When you click it the same dropdown menu is shown, but when you type the menu will filter down to only suggest matching items.

1
6 years ago
Apprentice
aswindranApprentice

Check for text on a websiteClosed

Freshping is good and has all I need to check both my internal sites, servers and clients website.I would like to suggest a feature for http/https check. Suggest to add a check for text for a site. This feature will check a text on a particular site and this would allow site owners or devteam to check if their website has been defaced/hacked. This is also a form of web checking. and it will be a useful feature for everyone.

2
6 years ago
Apprentice
rootixApprentice

Add IPv6 supportClosed

I have services that must be available over IPv6, so it'd be great if Freshping could monitor them.

1
6 years ago
Contributor
markus.finsterContributor

Better List View(s)?Closed

Considering that the list views in Freshdesk are pretty limited in their capabilities: Any tipps on how you've been working around these limitations?I'm posting this under ticket list, but it counts just as much (if not more) for company and contacts.

0
Contributor
6 years ago
Apprentice
nathan.halcrowApprentice

Sprint goal visibilityClosed

I can enter a sprint goal but then it's not visible anywhere else and appears to be lost when the sprint is completed. I would like it visible to my staff on the board and also when looking at sprint insights for previous sprints

0
Apprentice
6 years ago
Apprentice
david.stephensonApprentice

XWiki IntegrationClosed

It'd be nice to be able to integrate our internal knowledge base (xwiki) with FreshService.

1
Apprentice
6 years ago
Contributor
ian.mcguinnessContributor

SLA to perform multiple actionsClosed

Hi,I would like to be able to perform multiple actions when an SLA or time period is passed.Specifically, if a response is not given within X business hours and an agent has not been assigned, set/change the group, set an agent, set a tag and a note.The SLA system only looks at the time, not time and if agent assigned AND it's only action is to assign an agent.I can create a supervisor automation that looks at time since creation and if an agent is assigned BUT the time is calendar hours and i need it to be business hours.So, I would think it would be a good thing if :A) the SLA process could call a scenario automation (for multi step actions)andB) if the "time since" check in Supervisor automation could have a flag to be business hours.This would give a great deal more power to the customers and would involve only minor code changes as the automation processes are already there to be called.Ian

0
Contributor
6 years ago
Contributor
swetha.shivaContributor

Which Freshdesk feature helped your team work effectively while working from home?Closed

We hope that you all are safe during these extraordinarily difficult times. We as a Freshdesk family would love to know how are you ensuring that your team is giving out their best during these times. Are there any particular Freshdesk features that helped to run your business with ease?

0
Contributor
6 years ago
Skilled Expert
martin.jSkilled Expert

Managers Manager Approval (Multiple Manager approval)Closed

Currently we can automate approval workflows to either the 1 up manager, or Freshservice Department head. Within our structure (and I would assume others), we have a few levels of reporting lines, and so would be great to have within the approval workflow / workflow Automator to be able to send for approval to Reporting Manager AND the Reporting Manager of the reporting manager.I an ideal world, the option could be:Multiple Reporting Manager (and you can then select how many levels, such as '3' - and it will then keep sending for approval until either there is no more managers in that requesters hierarchy to send to, or all 3 have approved.Basically an option to send to multiple levels, not just 1, and not just straight to department head (which is a manually managed attribute)

0
Skilled Expert
6 years ago
Apprentice
dj_20707Apprentice

Ability to manually update the sitemap XMLClosed

​Providing the option to manually update the XML should be given or index the values more frequently. This would help for businesses that want support articles on search engines quickly so their users can find answers faster.

0
Apprentice
6 years ago
Contributor
adam.lefeuvreContributor

Themes for the helpdesk brandingClosed

Yes I can edit the look and feel via the portal pages, stylesheets and layout areas, but I can’t experiment easily without affecting the live system – option to have different themes (each of which would contain the mentioned items) - this would also provide a revenue area for you too maybe - much like the WordPress theme market. Also, it's not currently possible to upload images to use in the customisation - these have to uploaded elsewhere and then referenced, which is cross-domain and frowned upon.

3
info_17338
6 years ago
Contributor
sjaak.overgaauwContributor

Sort item types ascending when creating a new itemClosed

When adding a new item to the backlog or an upcoming sprint, it would be nice if the item types would be sorted. See screenshots below. 

0
Contributor
6 years ago
Apprentice
mschoutenApprentice

enconding placeholderClosed

Hi,I really like the Common Reply Templates and I'm always trying to use as many Placeholders as available.To generate a subscription URL like this:https://www.website.com?FNAME=James&LNAME=Bond&EMAIL=jbond@gmail.comI use the placeholders like this:https://www.website.com?FNAME={{ticket.requester.firstname}}&LNAME={{ticket.requester.lastname}}&EMAIL={{ticket.from_email}}Everyting is going perfect until people are using special characters like: ! @ # $% ^ & * () _ |. Especially Javascript-based web applications really hate this kind of input. So, can we solve this by cleanup the information field? Perhaps with an Encode-tage? For example:https://www.website.com?FNAME={{ENCODE}}{{ticket.requester.firstname}}{{ENCODE}}&LNAME={{ENCODE}}{{ticket.requester.lastname}}{{ENCODE}}&EMAIL={{ticket.from_email}}That will prevent a lot of input errors!M. Schouten

0
Apprentice
6 years ago
Contributor
charlie_14117Contributor

Forums: Insert Solutions and Canned ResponsesClosed

I just noticed we cannot insert Solutions or Canned Responses into Forums. This would be extremely useful as we are trying to utilize our forums more. 

6
6 years ago
Contributor
remi.petersContributor

howto integrate google calendarClosed

I am trying to test a google calendar integration. Until now I am not able to get this up and running. I keep getting error messages. Is there a howto or manual for this integration?

8
6 years ago
Contributor
leigh.websterContributor

Dropdown field on service items - ability to sort the listClosed

As the title suggest, it would be great to have the ability to sort the values in a dropdown list by:- Alphabetical- Manual drop & Drag

2
Contributor
6 years ago
Apprentice
sjeitApprentice

Adobe Sign IntegrationClosed

Is there any plans for Adobe Sign Integration? My organisation uses Adobe Creative Cloud and this would be a great addition to our Freshservice toolkit.

3
Skilled Expert
6 years ago
Apprentice
ktateApprentice

Custom reports for service request itemsClosed

It would be super nice if you could build a report for a specific service request.Since it would be nearly impossible to create a dynamic report with custom fields from many service request items, I propose the ability to build the report based on the service itemChoose service itemChoose system fields from service itemChoose custom fields from service item.Yes, this report would only work for the specific service item (and that's the point).In SalesForce, you can have thousands of very specific, very custom reports.It's not necessary for all reports to be so dynamic that it limits functionality.Give us the option to choose if we want broad scope reports, or very precise reports.

4
6 years ago
Apprentice
edward.aguiarApprentice

Expand Search OptionsClosed

We badly miss the ability to search by ticket title and then being able to select tickets (using checkboxes) for further actions.  Currently, the only way to search by title is to use the generic search.  When we use it we can only deal with tickets one at the time and this is very inefficient when you have many tickets that you need to perform an action on.  Many of our tickets are created through automation and the inability to search and then select is forcing is to look into other options. Please let us know if this is something you are considering implementing.

3
6 years ago
Apprentice
john_20249Apprentice

Disable WYSIWYG editorClosed

 Is there any way to disable the WYSIWYG editor, or write the HTML markup myself?When creating email notification templates, the WYSIWYG editor is inserting extra breaks all over the message to where I can't get a consistent spacing between messages. 

1
6 years ago
Contributor
jeremy.bellContributor

Boolean tag searchesClosed

When we do a search for two tags, it returns all the tickets that contain either tag, which is pretty useless for us.  We need to see the tickets that contain both tags.Thanks.

9
6 years ago
Apprentice
alasdair.mckinnonApprentice

Mail Routing LogsClosed

As an Admin, the biggest area I get questions on is related to emails sent to FreshDesk and what did or did not happen to them.I'd love to be able to see the mail routing logs so I could see an inbound email, what happened to it, what ticket it was converted to, if it went to junk / trash and why.Personally I'd have half as many chats with FreshDesk support people and save a ton of time.

1
6 years ago
Apprentice
andre_14485Apprentice

Freshdesk to-do list enhancedClosed

I'm here to suggest some changes to enhance to today to-do lists.Today to-do list don't have the option to add sub tasks or make tasks dependent of each other, this would be a big enhance to today to-do list In dashboard Every task have a line to say from each ticket this task is, why not collapse all tasks below the ticket name? (use less space, more clear)Ticket Name 1- task1- task2- task3Ticket name 2task 1task 2task 3There is not dedicated access to a To-do list feature it's almost hidden in dashboard and you can't rearrange the tasks or sort by priority? (task with priority would be great).Google to-do list have a details field for each entry so you can add more details about it.My opinion about the ticket to-do list (time tracking also) menu is that it's hidden below a lot of things, I thin that if you could move it below ticket description it would have a better usage (with more space too)The side menu, have icons when you click them the page rolls to, but sometime it doesn't, if you grab the idea from google that each menu have it own windows it could enhance not just the to-do list feature but all features will have a great use.

1
6 years ago
Apprentice
hvanmegenApprentice

Saving (new) tickets as drafts & separate permissions for creating drafts and sendingClosed

We run a helpdesk for a hosting company and we frequently have interns working here that aren't that adept at sending correct emails to our customers yet.For this situation, we would like to have the possibility to have an intern (who doesn't have send-permissions) save a new ticket or reply ticket as draft (possibly with a certain status (completed, waiting for customer, etc.) and then have them send by another technician that actually has permissions to send the ticket to to the customer.This would imply the following changes: Create specific permission for saving a message as Draft (internal visibility only) Give everyone that has send/save/forward/reply rights this permission as well As soon as a draft is created by someone who does NOT have permissions to send/save/forward/reply a ticket, and this ticket is locked to his/her account, it should be unlocked and released into a higher queue.

4
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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