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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
aspsolution2012Apprentice

display problem with high resolutionClosed

The tickets list view on high screen resolutions is very bad. (see Attachment). I think it's a bug to fix. Freshdesk team can you fix it?

0
Apprentice
6 years ago
Apprentice
lmcguireApprentice

Separate Edit/Publish Permissions in Solutions PagesClosed

All of our content needs to be reviewed before being published, but we encourage our SME's to create content. It would be extremely beneficial, and also allow for damage control, if we could give our SME's editing permissions, but only allow approved members to publish content. Please separate the permission to Edit and Publish.

0
Apprentice
6 years ago
Apprentice
nbrisacApprentice

"Bring Your Own" SSLClosed

 When activating the custom SSL option (Estate plan), the certificate that is generated is a Digicert crt with many AltNames.As it happens, ours is not the primary.While this avoids the alerts in the browsers, a warning icon is still displayed next to the URL in the address bar.Also, looking at the certificate's details shows another Freshdesk's client portal URL.This makes the portal look a less professional.We actually have a wildcard cert for our domain that we could use.We would just need a way to deploy it to your ELB.

87
6 years ago
Contributor
steve.gossettContributor

Forums WYSIWYG editorClosed

The old thread is going on 10 years old now with the request that something as simple as text sizing be added. Currently there are very little options for any kind of text or inlight formatting of forum posts.Any basic WYSIWYG editor has these things. Or at least allow forum posts to be HTML enabled for copy and pasting text already formatted.

0
Contributor
6 years ago
Contributor
ryan.millerContributor

Unable to refence custom "DateTime" fields in API for ticketsClosed

When building an automator flow, the ticket fields that are of date-time data type are not available.  Is this a bug?

1
Contributor
6 years ago
Apprentice
wdanforthApprentice

Report with "Created By"Closed

 Top o' the day,We are very new with the FreshService suite and still trying to get everything setup right.  Currently, we are running great, but I'd like to see some stats and I can't seem to find wheat I want to do.  I can pull reports by requester, agent, source and so on, but I don't see how to do a report based on "Created By".Most of the requests right now are put in by our IT staff putting them in for users, for the requesters.  What I'd like to see is how many tickets were created and by whom.  In theory, the longer we go, the shift will go from the IT Staff as creators to the individual users.  I just want a list of how many tickets were created by which userID.  Just two columns.Can anyone point me in the proper direction to do this?Many thanks in advance,Bill Danforth

1
Apprentice
6 years ago
Contributor
leigh.websterContributor

New Field Type - Multi SelectClosed

As the title says, I would like to see a multi select field type added.We have use cases where a requester would need to select several answers from the one question.

3
6 years ago
Apprentice
suziApprentice

Localization - English U.S.A. to English U.K.Closed

We just recently expanded into the U.K. Our Knowledge Base is written in English, and our U.K. customers can read what is there, but many of the words are different in our industry. Example: Instead of Depositors, they call them Reservists; instead of Leasing Counselors, they call them Sales Consultants. Through Google Chrome, we can set it so our entire website defaults to the translations that we dictate for it to be, but FreshDesk doesn't have "English U.K." as an additional language for the translation functionality. How do you recommend we set up our FreshDesk articles to filter through Elevio so that the translations we want happen automatically? If we need to re-write every one of our Knowledge Base articles, I would need help walking through how to set that up so that our U.S.A. customers see the original and then our U.K. customers see a different one (which would essentially be the exact same article with a handful of words exchanged).

0
Apprentice
6 years ago
Apprentice
robinhApprentice

Shared Fields in Service RequestsClosed

 We need the ablity to have shared fields in our service requests, so that we dont need to duplicate this for each separated SR.  For example, we want a Branch Location field in each SR, we have 15 branches or so, right now we need to enter all those choices in each SR we create, this is not convenient.  Any field that Tickets use should be accessible and sharable in SRs. Thanks

16
Apprentice
6 years ago
Apprentice
matt.larsenApprentice

Ability to send test email notifications on editor screenClosed

It would be nice to be able to send a test notification while editing a notification to verify the results of changes made to notification templates.  

1
6 years ago
Contributor
sjaak.overgaauwContributor

Add description column to release screenClosed

We use the xx.xx.xx (major, minor, patch) format for release numbers. The release screen is currently missing the description. it would be useful if it would be available here. 

3
Contributor
6 years ago
Apprentice
wdanforthApprentice

Group Automations - Assign to group instead of emailingClosed

Good day all,In the Agent Groups there is an option at the bottom for Group Automation that will send an escalation email to a specific agent.  This is a great feature, but if that agent is out of the office or something, nobody else is aware.It would be great if there could also be an ability to automatically reassign the ticket to another group.  This way, the email will go to the new group and they will be able to act on it.We are a small shop and for ticket awareness, I have created an "Escalation Group" so that when our two desktop techs are really busy, we can move the tickets there and others can work on them.  We only have the two "Members" in the desktop group and the rest of us are observers.  This is so that we can have the auto assignment feature turned on and the tickets will only go to them.I hope I made sense with all the above.Have a great day and many thanks,Bill Danforth

1
Apprentice
6 years ago
Apprentice
gabriel.langloisApprentice

Is it possible to sort the Ticket List View by First Response SLA?Closed

Is it possible to either sort the tickets (in list view) by Response SLA instead of Resolution SLA?If not, would there be a way to customer the dashboard so that I could see all the tickets with SLA breaches?

2
Apprentice
6 years ago
Apprentice
george.hectorApprentice

Different Drop Down field values based on CompanyClosed

I need to offer a Dropdown field with different values based on the Contact's Company. Note: All of our Contacts are signed in to enter a ticket.Example:Contact_1 (Company ABC) enters a ticket and sees a drop-down field with the following values:                Store_1                Store_2Contact_2 (Company 123) enters a ticket and sees a drop-down field with the following values:                Dog                Cat                HamsterIs there a way to display, or hide fields, based on the Company of the signed in Contact that is filling out the ticket?Note: This is high importance to us at this time.Thank you in advance.

0
Apprentice
6 years ago
Apprentice
jwoodApprentice

Show CC recipients in email notificationsClosed

Hi there,It would be really neat if there was a "placeholder" for showing recipients who were cc'd on the email that was sent in to the service desk. For instance, we often receive requests like, "Please give everyone cc'd on this email access to x." It would be helpful if we could see everyone who was cc'd right in the email notification, without going into the ticket view.Thanks very much,Jeff

1
6 years ago
Apprentice
andrew.zitofskyApprentice

Ticket Filter View - New Option for "Created"Closed

 In order to check on any aging Unresolved Tickets, I would like an option under the "Created" field where I can select tickets that were created more than "X" number of days ago.Then I could look at Unresolved tickets older than a week or two weeks to spot-check for any outstanding issues that need managerial support.

0
Apprentice
6 years ago
Apprentice
carin.collinApprentice

Controlling when the survey is sent - more options please!Closed

Hi,I suggest more freedom or alternatives for controlling when a Survey is changed.Our experience is that respondents reach survey fatigue fast if they are in contact with our support on a regular basis.Preferably we would like to survey our customers not after every ticket is closed but at every second, every third etc. ticket is closed.To rely on Agents to manually look this up and include the survey link is not a robust solution.Respondent fatigue is a well-documented phenomenon that occurs when survey participants become tired of the survey task and the quality of the data they provide begins to deteriorate. It occurs when survey participants' attention and motivation drop toward later sections of a questionnaire or when surveys are sent at a high frequency rate.

2
6 years ago
Contributor
rodrigo.rochaContributor

More than one active satisfaction surveyClosed

Hello guys, I have some clients reporting that would be interesting to have more than one active satisfaction survey at the same time, it is now possible to create multiple satisfaction surveys, but only one active. It would be interesting to be able to create a satisfaction survey and link it with a product, or a group, or type, to be triggered specific satisfaction surveys based on any of the items mentioned above.

4
6 years ago
Apprentice
dparikhApprentice

Major bug - Agents can complete surveysClosed

BUG: A agent can submit rating for any of the active surveys if they can get their hands on the link.Additional info: Freshdesk records if this has occurred but there is NO way to clearly see this in CSV export of Survey results.Had a chat with Support and they stated this is a known issue with no available ETA of fix/solution.Solution suggested:  Individually visit each of the submitted results (ticket) and look at Activities to see if an agent submitted a response for it.If you truly value accuracy of feedback you are collecting, seek an alternative until this bug is quashed.

1
6 years ago
Contributor
david.barrettContributor

Simplified Survey OptionsClosed

Currently and I do not know how, our customers have a hard time figuring out which option in the Survey is a positive review and which one is negative.We end up with a negative score when they actually meant to give a positive review and this is confirmed by following up on the feedback, sometimes they submits multiple feedback because they get it wrong.Can we please get some options for Emoji style faces in the survey email, all I need is a Happy, Indifferent and Sad face and I think this would pretty much make surveys much easier to fill out. 

7
6 years ago
Contributor
len.smithContributor

Add the Ability to Require Additional Information on a Low CSAT RatingClosed

Please include the ability for an FD Admin to chose to require the customer to provide some type of explanation if they select a certain rating?  We sometimes get customers who submit a negative rating where there is no way for us to know why.  Without any context, the rating isn't going to mean much.  We’d like to require users to provide a reason for the low rating and if they don't, then they cannot submit the rating.This would actually be an excellent place to be able to capitalize on the new Canned Forms capability.  

1
6 years ago
Apprentice
alonigroApprentice

Freshdesk Arcade SLA featuresClosed

Can Freshdesk allow users to create quests based on agents not missing Resolution SLAs over x number of days?

1
6 years ago
Apprentice
rahul.gour25Apprentice

SLA conditions or Rule ConditionsClosed

Currently Rule and SLA are working on first condition match in order to match , it can be basis on best match condition of All SLA's and All Rules.

1
6 years ago
Apprentice
corinna.clementsApprentice

Add notifications for SLA ViolationsClosed

As a support manager, I would love to both receive FreshDesk notifications when the SLA is violated and have those notifications prioritized above others in the FreshDesk mobile app. I need to be made aware of SLA violations outside of work hours and I receive too many emails for that to be helfpul enough.

1
6 years ago
Contributor
marioContributor

Widget in context with pageClosed

It would be great to have the page URL where the widget was summoned is saved in the ticket's information. There we would know that person had that problem in that specific page (not conclusive, but it can help). Also, I would like to be able to set a link such as: "Ask a question regarding this product". When clicked, the widget would show up already populating the subject field with "Question about product X".

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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