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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
mark_11646Contributor

Instagram integrationClosed

Hi, it would be great if you could make an extension, similar to the Twitter one, for Instagram.Instagram is our biggest social media focus, and being able to have tickets come in/watch competitors would be of great benefit for us.Thanks,

38
6 years ago
Apprentice
randersApprentice

Opt-in/Opt-out for SLA PoliciesClosed

I would like to revisit the need to require SLA policies. I think a first response due by option is fine, but our customers choose when they need materials with a custom date field, so the SLA policy is not only confusing my agents, but skewing our reports to the point they are unusable. A option to override "resolution due" or leave blank until manually entered would be ideal. Thanks! 

1
6 years ago
Apprentice
fenolioApprentice

In-depth report based on SLA achievementClosed

We use SLA policies in order to manage different types of contracts. For example, high level contracts have more aggressive SLAs. SLA policies are helpful to differentiate and prioritize customers. Every month we need to consolidate the SLA achievement in order to prove to the customers that we have reached them. If we don't, customer has the right to ask for compensations.It'd be great if Freshdesk can have a way to extract such report by default.

3
6 years ago
Apprentice
brigitte.cornwellApprentice

Better functionality for Linked TicketsClosed

We are making use of Linked/Tracker tickets but there is a lot of room for improvement, it still seems like half-baked functionality with some obvious things missing:1. Ability to export a view of all tickets linked to a particular tracker - Right now, the best I can do is export a view of ALL tickets with association type "linked" - However there is NO ability to tell which tracker ticket they're linked to!2. Failing that, the ability to create an Analytics report on Tracker/Linked tickets - The tracker ticket isn't stored in a ticket property that is reference-able. So it's impossible for me to create any kind of usable report on linked tickets

0
Apprentice
6 years ago
Contributor
cmarriottContributor

Alert of duplicate assetsClosed

Hi,Could I request some kind of notification or block to go in place to flag up when a duplicate asset has been/is about to be created as currently an agent is in a position that allows them to easily create duplicates. Also I haven't had a chance to test yet but I feel a little uneasy that if we reimage a laptop for example that if it is missing the agent it could get picked up as a new asset with the same name causing muchos confusion.

2
6 years ago
Contributor
johannes.dohmenContributor

Display AutoAssign in activitiesClosed

to make it more transparent, please log agent assignment by autoassignment in groups in the activity log of a ticket

0
Contributor
6 years ago
Contributor
jhoelzContributor

Custom Colors & Different Shapes For TagsClosed

Our goal with FreshDesk was to move from email into a more robust load balanced support system. To date, we have been very successful and FreshDesk has helped us become more efficient.One of the features we used in email was a prolific use of Tags to assign tickets into virtually hundreds of different statuses or types. While we can do this with the fields in FreshDesk this would overcomplicate the ticketing process so we still use tags.The one feature our users miss the most is the ability to color code their tags. The color coding offered an instant visual dashboard in the list view. As an example look at Gmail and add some tags with custom colors.Custom colored tags along with the colors shown in "State" would be very helpful.The reason for the different shapes would be to differentiate a "State" from a "Tag".

3
6 years ago
Contributor
matthew_12159Contributor

Automatically generate ticket after phone callClosed

It would be good if Freshdesk could force the agent to add a phone call to a ticket or create a new ticket depending on the content of the call.At the moment these calls are not where all other streams of contact are if an agent doesn't chose to create / merge with a ticket.

4
6 years ago
Apprentice
andrew.rushtonApprentice

Customer Survey Feedback Placement In Emails FeedbackClosed

Hi, I have a small point to raise with the "Allow agents to add survey links to specific emails" feature. When this is ticked, it adds the survey to the end of the email that the user sends out. The issue is that the survey is added to the very end of the email sent, so if the ticket consists of a large email chain then this will most likely be overlooked. I would suggest that the survey appear at the end of the most recent reply instead. Would love to hear any thoughts on this from the community. Thanks! A Rushton

2
6 years ago
Contributor
craig_14155Contributor

Customer Satisfaction based on Ticket fieldsClosed

It would be useful if we could send customer satisfaction on certain tickets. Some ticket types do not need one to be sent in our use case.It should just be an Observer rule or embed same sort of conditions into the CSAT configuration panel.CheersCraig

2
6 years ago
Apprentice
michal.debiecApprentice

Multilanguage missing in Customer Satisfaction SurveyClosed

If you're running your business in many countries, it means you need a multilanguage solution. FreshDesk is offering multilanguage features, but unfortunately without Customer Satisfaction Survays. That is a pitty, because many companies would not use it. Our also.

5
6 years ago
Apprentice
kabir.sharmaApprentice

Account Adminatrator Should Have Option to Define Survey Expiration DateClosed

Hi,We're coming across cases where the user has responded to a survey as old as 3 months. It would be great to have an option wherein Account Administrator can define the maximum days the survey link should remain active and after a defined threshold the survey should simply expire.

1
6 years ago
Contributor
nathalie.saveliefContributor

Rating notification to agentsClosed

Hi,When a customer rates a ticket, the agent receives a notification that a new comment is added to the ticket.I couldn't find any way to customize that notification as it is the same as the "Requester replies to Ticket"To me it should be 2 different ones:We should have a Rating notification template that includes the rating (and the comment)We've had to add automation rules which means that the agent receives 2 notification which is not really efficient.To me it's a must so that the agent can react quickly to dissatisfied customers.Nathalie

1
6 years ago
Apprentice
elizabeth.schipperApprentice

Include CSAT Feedback as a PlaceholderClosed

We would like to see a Placeholder for CSAT results. Our business case is that we send an email to the ticket agent's manager every time a CSAT is completed, and we would like the rating and comments from the CSAT to be included in that message via a placeholder. 

1
6 years ago
Contributor
nikkiContributor

Ability to Change Ticket TypesClosed

It would be very helpful if we were able to change, add or subtract the categories in the "type" drop-down.  I have had some people be confused what the difference is between a problem and an incident AND we will not be using this for sales leads so just having that opition there is confusing for what we want to use Fresh Desk for.

13
6 years ago
Contributor
cmarriottContributor

Parent and Child in service requestsClosed

Hi There,I love the work you guys have done in regards to parent and child tickets within incidents and the way you have associated tickets within changes.Would it be possible to implement something similar into Service Requests.An example being there is a master request for a new starter, but then child requests for creating the AD account, building the hardware, organising the mobile etc...If there was the ability to create the child requests (from catalogue items) under the master ticket that would great, in the way you have implemented in incidents.The reason I ask for this over creating tasks is so the user could have visibility in the end user portal of the different parts of the request.

44
6 years ago
Apprentice
ben.greenwoodApprentice

Date Format Options - PlaceholdersClosed

Currently, any user-defined date field in Freshservice will always show up in the same format when used in a Canned Response. The format is as follows:Tue, 15 Jan, 2019 at 10:00 AM GMT +0000We would desperately like to have options as to how this date is formatted. For our use case, we would like to use the following format:10:00 GMT - 15/01/19Has anyone achieved anything along these lines? I am stumped and Freshservice Support tell me that there is no way to change it.

2
6 years ago
Active Contributor
bfishActive Contributor

Add delegate information in the approval commentsClosed

The approval comments field available in the workflows do not mention the delegation.  While the ticket history does have the information, it can not be passed as a note to the user.  Example:This was rejected by my delegate:But when I send the results to the requester:Ideally, the Approver box would say "Tracy Knapp (on behalf of Brandon Fish)"

0
Active Contributor
6 years ago
Contributor
jessica.hyncikContributor

Freshrelease Integration with SVNClosed

Our organization faces challenges with knowing exactly what code is checked in where and when QA testing should follow suit. I see there are integrations for GItlab and Github, and wondering if a similar integration with SVN would ever be possible.

0
Contributor
6 years ago
Apprentice
aspasia.strouvaliApprentice

Update agent emailClosed

Hi,I want to know the following:If I update an agent's email, the tickets that are already assigned to him will be unassigned?Thanks.

1
6 years ago
Contributor
jbycroftContributor

Online/Mobile NotificationsClosed

When viewing the tickets on a web browser the page really need to auto refresh at least every minute or more. There also need to be an audible notification as well as a banner to alert agents to new tickets. Also, I am assuming you could create push notification via safari or something else.The mobile app really need push notifications. The notification need to be smart though, only being pushed to the mobile device if the agent is not online. It is also very frustrating that Freshservice does not have a iPad application. 

6
6 years ago
Contributor
erinkContributor

Ability to publish drafts without clicking "edit"Closed

We switched to Freshdesk from UserVoice and a feature I miss from UV is the ability to see immediately (without editing) whether a solution article is published or not (that's another thread), and the ability to publish or unpublish the article without going in to edit mode. I just published 25 draft articles and it took forever because I had to load each one, click edit on each one, wait for it to load, scroll down to the draft/published toggle, then click it, then save the article. This is less important than my related requests ("see which solutions are published" and "default new solutions to 'draft' instead of 'published'").

2
sajesh.krishnadas
6 years ago
Apprentice
julianlauApprentice

restrict Agent's accessClosed

I'm new to freshdesk and would like to know if below restriction to Agent can be configured:1. Able to view unassigned tickets and assign to themselves but not tickets assigned to others;2. Able to view customer information only when customer's ticket has assigned to them3. Should not be allowed to see other Agent's name / details (currently the filter by Agent dropdown allow agent's to see all agents' names)

0
Apprentice
6 years ago
Contributor
len.smithContributor

Allow Selectively Limiting use of Ticket Types to AgentsClosed

Add the ability to limit the use of certain Types only to Agents. This eliminates customers seeing Types that are not for their use.  There are some Ticket Types that we'd like to add, but we don't want Customers using them because they are more for internal use.  Having the ability to turn off Types for use by Customers would be a great help.Sample view

4
6 years ago
Apprentice
michael_11575Apprentice

Close Child Tickets from Parent TicketClosed

I really like the new feature to have child tickets attached to parent tickets. However, it would be even more helpful if I had the option to close all of the child tickets from the parent ticket. 

7
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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