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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
fatharaApprentice

Time TriggersClosed

Hi there,Can I ask the question?We have set the time triggers to these rules 1. close ticket 3 days after ticket status is solved (we have solved the inquiry but customer still has 3 days to reply again)2. solve ticket 17 days after ticket status is pending (our last message needs a reply from customer and they have 17 days to reply, after that ticket will be auto-solved then closed)However there are still a pending tickets from 5 months ago and the status is still not closed.Could you kindly assist me with this?Thank you!

1
6 years ago
Contributor
adam_18603Contributor

Add "Event Performing Agent" to "Add Watcher" Field in Observer - Auto Watch TicketsClosed

Here is the use case:Customer e-mails in, ticket is assigned to a particular agent. Another agent sees the ticket and adds a comment to assist the assigned agent. We would like to auto-add the non-assigned Agent commenting on the ticket, so when further activity takes place by the Assigned agent (or customer) they automatically receive updates relating to the ticket they helped assist with. They have 'an interest' in ticket once they comment or reply to it.This could easily be done by adding "Event Performing Agent" to the "Add Watcher" option in Observer as:When Agent = Any And Reply Is Sent or Note is Added = Type (any)PerformAdd Watcher = Event Performing AgentThis will then ensure the 'helping' agent also receives future updates automatically on any ticket they have assisted on and can choose to remove themselves if they wish.Currently, you can do all of the above, but Add Watcher = Named Agent Only. This is not dynamic and can only be a fixed value.

4
6 years ago
Apprentice
matt_14956Apprentice

Scenario automationsClosed

Hello,We have our support set up as follows:Tickets for French and Spanish product groups: agent 1Tickets for English product group: agent 2Tickets should be automatically assigned this way and no tickets should be left unassigned.How should we set up our scenario automations?

1
6 years ago
Apprentice
thermannApprentice

Tickets being closed without notification and not being reopenedClosed

Hi! Has anyone experienced an issue where a ticket keeps closing itself? We have one particular client on one particular ticket where it keeps closing, even though it is not yet resolved. When the client responds to the ticket, it isn't being reopened either. The is the first time I have seen this happen and I'm wondering if there is a setting that needs to be changed or something else we can be doing on our end. Thanks!

1
6 years ago
Apprentice
kabessa.talApprentice

Add columns to "All Companies" viewClosed

Hi,We would love the possibility to add a column to the "All Companies" view. We would specifically need a column with the number of open tickets for each customer.Example in screenshotThank you,

3
6 years ago
Apprentice
ward.vangeel_16973Apprentice

Option to add columns in the customer/contact viewClosed

I have added a new field on the company card which i also would like to add as a column in the company view.The same could be possible on the contact view.

7
6 years ago
Contributor
steve.gossettContributor

Stop emails from unverified contactsClosed

I can create a contact for a customer, create a ticket and generate an initial response to the customer. The customer will receive that email and be able to reply to my response, even if they are not a verified contact, which circumvents the customer needing to validate their account. I have been over the settings and do not see any automation's for something like this.  When agents are creating a ticket they are already in assistance mode with the customer and simply generate the contact, generate a ticket for that contact and send. Agents do not have a frame of mind of create the contact, send an activation email, WAIT for the customers activation and then generate a ticket.  I would think that when an agent generates a contact for a customer, generates a ticket and sends an initial response, the customer should not be able to reply until they are validated. THAT would also help to keep down amounts of spam we all get.  If anything, customer should get an email stating a ticket has been created for them and to visit URL X to validate their account for further assistance.  As it is, we have 25,000 unverified contacts in our system with no way to bulk send an activation to the lot without being stuck at doing it at 30 customers at a time. Using the ALL button only allows 30 customers per bulk action.  I have no issues being the dummy here and someone saying "You can achieve this by....". At this stage I feel the only stupid question is the one not asked.

1
6 years ago
Contributor
pmesritzContributor

MultiSelect DropdownClosed

I apologize if this has been posted before, but I couldn't find it.It would be beneficial if it was possible to have a multiselect capability on a dropdown.For example, a dropdown may have the following list: Yellow Green Blue OrangeAnd you want to select both green and orange. Currently, the dropdown functionality only allows the selection of a single option. 

18
6 years ago
Apprentice
roryApprentice

Filter Requesters by first name and last nameClosed

Currently the only way to search or filter requesters are,idemail,mobile_phone_number, work_phone_number,This does make it difficult to search requesters as the "id" is set by Freshservice and the email is not always known or even set for all of our users.Please could you either add a was to filter requesters by first name, last name or at least provide a way to list ALL requesters using 'https://domain.freshservice.com/api/v2/requesters'so that we can iterate through a complete list to find the requester details we want, currently only viewing the first 20 by default means that with this command I can only iterate through a small portion of requesters at a time.I feel like not having the ability to filter by name is an oversight that makes it very difficult to use a tool effectively. Rory

1
Apprentice
6 years ago
Apprentice
danielle_19482Apprentice

View a list of all attachments on ticket at onceClosed

It would be very helpful to have all of the attachments on the ticket available to view/download in one place.  Sometimes we need to review attachments on a ticket with many replies, it is difficult to go through each reply and view the attachments.  When using a different product, the ticket (issue) had an "attachments" section that listed all attachments to all replies, and included a way to download each individual attachment, or all attachments as once as a zip file.

2
suprabha.somanathan
6 years ago
Apprentice
alekk.halexApprentice

Problem with some custom fieldsClosed

I see value of custom field (drop-down) in tickets list.But I do not see it inside ticket page.I have this problem time after time with some tickets.

1
suprabha.somanathan
6 years ago
Apprentice
businesssolutionsApprentice

My reply is not reaching my clientClosed

When replying to a ticket, the response does not reach my client. Am I missing a setting or something?

1
suprabha.somanathan
6 years ago
Apprentice
fabian.vonallmenApprentice

Release notes are insufficientClosed

I saw that the generation of custom release notes is planned. In our case we often have very detailed release notes and it would be great to have the whole info of the item displayed including images and links.Also, it would be great to have dynamic release notes, which are accessible without having a login, via a specific URL.Even better would be the ability to have some kind of release start page, where all items are listed and the ability to jump into the details of a single item.

0
Apprentice
6 years ago
Apprentice
fabian.vonallmenApprentice

Release should show total estimationsClosed

It would be nice to see the total estimated costs for the assigned items. We made some other suggestions about estimations for test cases and linking test runs to release. If this will be realized, it would be great to see the test estimations as well.

0
Apprentice
6 years ago
Apprentice
fabian.vonallmenApprentice

Link test runs to releasesClosed

It should be possible to link 1-n test runs to a release.The progress of the tests should be visible the same was way items are.

0
Apprentice
6 years ago
Apprentice
fabian.vonallmenApprentice

Estimation of test costsClosed

It should be possible to maintain the costs for a single test case in hours (supporting decimal).When used in test runs, the estimated test efforts should be summed up.

0
Apprentice
6 years ago
Apprentice
fabian.vonallmenApprentice

Enhanced Test ManagementClosed

Our integration tests consists of multiple single test cases which depend on each other and must be run trough sequentially. Therefore, we need some kind of dependencies between different test. The easiest way would be some kind of sup-test which can include several other test cases in a customer defined order.

0
Apprentice
6 years ago
Apprentice
baptiste.masseyApprentice

Copy SSO Settings into sandbox accountClosed

HiWhen creating a Freshservice sandbox account, SSO settings are not copied.Set up SSO on each sandbox creation is a pain.Workaround to reset the user password in sandbox account works but is not very convenient.Would it be possible to copy SSO settings to sandbox account instead? That would be great.Thank you.

0
Apprentice
6 years ago
Apprentice
christophApprentice

Possible to delete ticket option from form and keep it in past tickets?Closed

Hi,I would like to change the options of a dropdown menu in a contact form so that some of the old options (for discontinued products) won't be available to customers, while others will continue.Now I would like to make sure that I don't delete these options also in the past tickets. Can anyone confirm that or give an alternative solution how to change the dropdown menu? Or do I have to create a completely new ticket field and menu item?Thanks!

0
Apprentice
6 years ago
Apprentice
joel.lanzApprentice

departmentNumber ImportClosed

the active directory attribute "departmentNumber" shoul also be importable. we have different team-names (active direcory = department) with the same financial code (active direcotry = departmentNumber).

0
Apprentice
6 years ago
Contributor
withoudeContributor

One of my agents will go on holiday for 2 weeks, how do you handle cases assigned to him?Closed

One of my agent is going on Holiday for 2 weeks.How would you handle the cases assigned against this agent.I would like to give other agents a subscription to his cases so they get notified by clients asking questions. does anyone have a suitable solution?

30
6 years ago
Apprentice
justinApprentice

Dark Theme For Answering EmailsClosed

I'd like to have a dark theme for my admin view, while answering customer support tickets. My eyes burn after hours of staring at bright white.

14
6 years ago
Contributor
isaacContributor

Autocomplete email address sorted by frequency usedClosed

Hi, Whenever I compose an email on my iPhone, outlook, Gmail, whatever, I would just start to type in the first few characters of the email address and the most frequently contacted email address would be auto completed. However with fresh desk it would give me a random user's email address, not necessarily a frequently contacted user. This is very frustrating. Can this be added in? Thanks Isaac

3
6 years ago
Contributor
bryan.humphreysContributor

Permission for changing passwordsClosed

 There should be a specific permission when creating custom roles for allowing an agent to change a contact's password without having to make the agent a full admin.

1
6 years ago
Apprentice
jpelizondoApprentice

Block agents from creating tagsClosed

How do I block agents to create new tags when adding a ticket?   I want them to select from the availble tags only.  If they type an un-existent tag they can create it and I don't want that.

3
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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