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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
alessandro.melandriContributor

Search tickets by customer's custom fieldClosed

I think it would be useful being able to filter tickets based on customer's custom fields.We we were planning to use a custom field to associate customers with departments, but currently it's pretty useless because there's no way to use this information in filters or reports.

6
6 years ago
Contributor
remi.petersContributor

possibility to let a customer give a signature on mobile appClosed

Some of our "agents" are in fact field service engineers. We assign one or more tickets to those agents and they make visits to our customers.Sometimes the activities of our engineers are billable.Would be nice if we could ad a note to a tickets and present our phone with this note to the customer and let the customer sign for accepting that note.The note could be something like: Today I did this and this, used x materials and spend 1 hour. Please give your signature for acceptance.The signature should be added as a special note containing an image of the signature.Thanks!Remi

10
6 years ago
Apprentice
hello_19626Apprentice

Bulk emailing and opened emails.Closed

Hi, I've been recently bulk emailing leads in Fresh Sales and want to know if im able to create a report that lets me know who has opened my email so i can follow up with a phone call.

1
6 years ago
Apprentice
ajoshiApprentice

Search custom fieldsClosed

I'm trying to use the Freshdesk API to filter tickets based on a custom field we have set up. Looks like the search doesn't work and it returns an empty result.  { "results": [], "total": 0}Could you please share as to what needs to be done to get the search results by custom fields working.There are already couple of tickets that i'm following with the same issue.This ticket https://support.freshdesk.com/support/discussions/topics/299493 also mentions that freshdesk made some changes on their end to get the search working with custom fileds.

1
6 years ago
Apprentice
pratiman.tiwariApprentice

Support APIClosed

  We need your help to integrate FreshDesc with our SKY system. I read out your API documentation but could not find any reference which can tell me: How Freshdesk will communicate to our system when a New create ticket. we want to listen the call whenever new ticket created. Please provide reference.

1
6 years ago
Apprentice
andrisApprentice

Better administration of freshid / freshworks accountsClosed

Generally we like the new freshworks / mint system with freshId.However, administrators now seem to have much less ability to help agents with login and profile problems.Our admins can no longer trigger password resets for agents, and can no longer edit agent details like first name, lastname, etc.Since not all agents are technically proficient, it's much preferred to regain the ability for administrators to help them rather than relying on agents to self serve.I'd like the behavior I had prior to this update - when admins could trigger password resets and edit user details if necessary.

3
6 years ago
Apprentice
romano97002Apprentice

SuggestionsClosed

Hello,I have two suggestions for improving Freshdesk:1 - I would like it to be possible to personalize your portal from the Sprout plan. I find that my stand has an outdated design and would like to be able to customize it further. If that is not possible to do with the Sprout plan, you should offer a new modern and sleek design by default in a future update.2 - Finally, would it be possible to be able to choose a different background color in order to differentiate customer and agent tickets (as is the case in the administration)? This would allow the requester to differentiate their tickets from those of the agent with a different color.What do you think ?Thank you in advance.

1
6 years ago
Apprentice
caitlinApprentice

Ability to turn off or relocate system notifications for ticket updatesClosed

The updates to the popup notifications are great now that they are no longer covering the ticket navigation arrows in the upper right corner. However, it is now a significantly larger and distracting notification for our users with the updated location. At least off to the right, it wasn't immediately in your field of vision drawing your attention away from the ticket. Why is there not a setting to turn off these notifications entirely or choose where to have them popup like you would for a desktop notification? Or choose what updates generate a popup.

1
6 years ago
Apprentice
jddiemertApprentice

Add "Source" and "Tags" to Submit ticket formClosed

Can you add Source and Tag to the Submit a ticket form?I want to start tracking phone calls to our Help Desk, and it would be  faster if the agents could complete all ticket fields from the submit a ticket form instead of creating the ticket and then updating after it is submitted.A time spent field on their would be excellent as well. 

8
6 years ago
Apprentice
nathan_20618Apprentice

Remove (/customise / reorder) icons from side menuClosed

I'm not using social. I doubt I'll ever be using social - we're just not that kind of company... I'd like to remove the icon from the menu. (Or at least move it to the bottom.)Is there a way to do this that I'm not seeing?

1
6 years ago
Apprentice
edwin.wingerdenApprentice

close multiple tickets at onceClosed

Hello,I have a short question.We have a working freshdesk page wich we have not used for quite a time.We have a lot of open tickets (a few thousand) wich we want to close all at once.Is this possible and if so, how can we do this?Thank you in advance! EdwinIndicium B.V.

1
6 years ago
Contributor
gabriel.ribeiromxContributor

FR - Enable option to edit/modify HTML code in the reply text editorClosed

Can we simply have an option to edit the raw HTML code when you're about to compose or finish a ticket reply? That way I could avoid trouble with poor formatting in the editor. I have some HTML skills, so it would be much better to edit the source code for certain things.I see the HTML code shows up in the canned answers editor when you're about to open or edit one, but then it disappears.Why not an option to toggle directly from the text editor?Are you afraid of scams?I'm surprised nobody asked for this so far.

1
6 years ago
Contributor
gabriel.ribeiromxContributor

FR - Focus mode in reverse order (from the last to the first)Closed

Could you please enable the Focus Mode to be set to the reverse order? That way I could reply older tickets from the last to the newest ones.Instead of going to the past tickets, I'd like to go to the newest, one by one.

1
6 years ago
Apprentice
andre_14485Apprentice

Schedule Panel for AgentsClosed

FSM brought the schedule panel for field technicians but it would be great to have also this panel for agents as we also do scheduled tasks.

1
6 years ago
zachary.king
Top Contributor ⭐
zachary.kingTop Contributor ⭐

Freshconnect Integration into FreshserviceClosed

We are anxiously awaiting the full freshconnect integration into freshservice in replacement of the team huddle (discuss) feature. Is there a time line for when this will be available?

3
zachary.king
Top Contributor ⭐
6 years ago
Apprentice
jfessendenApprentice

Workflow Next Condition Feature NeededClosed

Curious if anyone can help me communicate my thoughts here as I think I am not explaining this very well to support.right now you can make a workflow that has an event, like new ticket. a condition like contains urgent, and a action like set priority as urgent.problem is the workflow now stops. any other workflows won't trigger because new ticket has already been triggered, and if I have another condition in the same workflow called password, with an action of email a reply with the password reset instructions. that second condition won't trigger because the first condition fired off and it stopped when the action completed.in outlook, this is called stop processing more rules, and it can be turned off so additional rules can run (at the risk of circular rules)I want to make a workflow rule that runs through a series of conditions and sets actions based on conditions that it finds without stopping when it finds the first match.

3
vishal.abraham
6 years ago
Contributor
stephen.shephardContributor

Project Task Time TrackingClosed

Need ability to track time against project tasks, including marking as billable/non-billable and report on it. As well, would be nice to assign a customer to a project to help with reporting. 

19
Contributor
6 years ago
Contributor
mary_sawyersContributor

Default footer for all outgoing emailsClosed

It would be very helpful to have one place to set the default footer in all outgoing emails.We have the usual confidentiality/privacy & account security message at the bottom of every email and it's time to update it.  This means all the notification templates need to be updated, which isn't too bad.  (close to 100, but they're all in one place)  The more tedious task is to update all the emails embedded in the workflows.If there were one global footer for all emails, this would be a one and done.

0
Contributor
6 years ago
Contributor
iapruzzeseContributor

View tickets worked on by an agent for a given date or rangeClosed

I need the ability to view tickets that an agent has touched for a given date range. For example - I need to see what Susan did last Thursday. Ideally this would be a customizable report with links to the tickets so I can review work done by an individual. Additionally it would be beneficial to also be able to filter that report by status.

7
6 years ago
Contributor
jerry.leeContributor

Requested change in the usage of multiple department assignmentsClosed

We use Okta as our SSO identity provider.   As part of that configuration, a requester's home department in Freshservice is overwritten from data in Active Directory each time the user logs on.  This is required to support departmental transfers within the company.We can add additional departments to the user's FS profile (to allow them to see tickets from multiple departments) but this is 'undone' the next time the user logs on.Would it be possible to have separate fields for 'home department' and for 'additional departments' on the profile so that we can allow the user to see tickets from multiple departments but also allowing their 'home department' to be updated automatically when a departmental transfer occurs?

1
Contributor
6 years ago
Contributor
simon.morganContributor

Spell checker within responseClosed

A useful feature for Freshdesk responses would be the addition of a spell checker.Many thanks

3
6 years ago
Contributor
johannes.dohmenContributor

Analytics scheduler sending adressClosed

Hi,for the sake of corporate identity, we need to define the return address of analytics ourselves.Actually the customer see the adress: support@freshservice.comthe report should reach the customer from our domain

1
Contributor
6 years ago
Apprentice
jack.mccarlieApprentice

Create Requester Group based on email address valuesClosed

We have requesters that are internal (our own staff) and also external (our customers). I would like to create requester groups for both requester types, but based on a condition otherwise we will have to manually organise the groups. My thinking is that it would be good if I could create a new requester group (Internal), and set a condition based on the requester email address containing a specific value (our email suffix). For example.... Add members to group where "Requester Email Address" contains "@ourcompanyname.com". And then for the External group I would do the same but set the condition to, Add members to group where "Requester Email Address" does not contain "@ourcompanyname.com".

2
Apprentice
6 years ago
Contributor
jessica.schnellContributor

Visibility to more than one group but not all groupsClosed

I would like to request an enhancement that allows the option to assign visibility to more than one group but not all. For example, we have a need to share ticket visibility between multiple groups but we don't want ANY of our Human Resources group tickets to be visible to anyone outside of that group. A drop down for ticket visibility could be:    Agent can view all groups' tickets except (group listing drop down or check boxes next to group names)

22
6 years ago
Apprentice
tom.delvoyeApprentice

Best practice for agents leaving supportClosed

Add functionality to disable an agent. Deleting has an impact on reporting / history of tickets. Converting to occasional still leaves agents pickable in say Add  note functionality and Mail rule pickers.

7
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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