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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
szabolcs.pinterApprentice

Reporting Manager and Department Head is the sameClosed

Hey,we have users where the reporting manager and the department head are the same. Unfortunately this triggers a silly situation when we use staged approvals, the manager has to approve twice.I know you can send approval requests to both of them in a single step and this only triggers a single mail, but would prefer to have it staged where applicable.Any change making this a tiny bit more intelligent in the specified scenario?

0
Apprentice
6 years ago
Apprentice
ryan.wilkinsApprentice

Favourite SolutionsClosed

As a Requester, It would be good to have a way to mark solutions that I use regularly as a "favourite" or similar.As the number of solutions grows, it would be easier than searching when I already know there is a solution in there.

0
Apprentice
6 years ago
Contributor
thanos.massiasContributor

Per Group From email address for new tickets created through New Email/TicketClosed

When an agent creates a new ticket by using the New Email or New Ticket menu, the From email address that is used in the outgoing email should be based on the Group selected ( if any ). This means that in the configuration of each group ( say https://blahblah.freshdesk.com/groups/43218765/edit ) there should be added an option to select one of the emails from the 1st column of the table at https://blahblah.freshdesk.com/admin/email_configs ( say support@blahblah.com ) as the From for New Emails / New Tickets or use the default if none is chosen.As it is now, all New Email / New Ticket tickets are created with the default email as From.

8
6 years ago
Apprentice
jamie.oconnorApprentice

Freddy Questions AnalyticsClosed

Hello, Just started using the tool and really like the features of Freshservice.I would like to try and get feedback from what employee's will be asking Freddy so that we can identify gaps. Would it be possible to add a Freddy Question analytics on what people are asking.While I suspect some people will just raise a ticket I think that if something is missing in the knowledge base I don't really have any feedback options unless I create another process externally from the service.The other possible feature is there are currently rephrase my query or Raise an incident could we add another section for what were you looking for or add knowledge tab to the response as well?  

2
Apprentice
6 years ago
Contributor
jens.hartmannContributor

E-Mail Placeholders not usable - show stopperClosed

Currently we have one portal for a large customer. The customer has multiple departments and now we have the problem that we only can do a 1:1 mapping between portal and department. This makes trouble with the placeholder " Portal specific Ticket URL" > the URL is only correct at one department which is associated with the portal. all other portal will see the xxx.freshservice.com URL. So please make a 1:N mapping or a hard coded value so we can set the Portal URL to fix value!

0
Contributor
6 years ago
Contributor
jens.hartmannContributor

Better HTML E-Mail EditorClosed

The HTML Editor is very poor in the Workflow Automator or in the Supervisor Rules. Is it not possible to build a HTML Editor for all Features where an Editor is needed?

0
Contributor
6 years ago
Apprentice
ezysoftdevApprentice

Android App : Save Reply As DraftClosed

Dear Freshdesk Team Thank you for developing this fine product. Is it possible to save a reply as draft in the Android version ? If not can the Freshdesk team please consider adding this feature in just like in the desktop version. Right now, after I key in my reply, it looks like my only options are to Send it or Discard all my work. This is extremely important to be able to save as draft otherwise much of the work still has to be done on the desktop.RegardsGreg

2
Apprentice
6 years ago
Apprentice
andrea_19280Apprentice

Update Status on Mobile AppClosed

Can someone please send me a screenshot on how to update a ticket status on the mobile android app?  I have looked everywhere and have missed resolution dates because I couldn't find it.  Appreciate any help with this.Thanks

1
6 years ago
Contributor
thomas.heymansContributor

Contact Profile - Add links and copy option for Email and PhoneClosed

Iphone + Freshdesk App 5.1.0With the current app, you can view the profile of contacts.But you don't have the possibility to :- click on email and open the iphone email client- longclick on email and copy the email address to phone clipboard- click on work or mobile phone number and call the phone number from iphone- longclick on work and phone number fields and copy them to clipboard.Seems very useful functions and easy to implement. Please do so !

1
6 years ago
Apprentice
mls14cimApprentice

iOS badgesClosed

I would like it if the app could show a badge on the icon with the number of unresolved tickets. The current notification options are ok but that would be far more useful; similar to most email apps that show a badge for the number of unread messages.

1
6 years ago
Contributor
adam.steeperContributor

Freshdesk integrationClosed

ability to push a ticket from freshdesk into freshrelease would be nice. Having the ability to add a note to the ticket from within freshreleae would be nice too. This would reduce the feedback loop between our support staff and dev team

1
Contributor
6 years ago
Contributor
brad_13218Contributor

Export items to CSVClosed

Items can be imported however the ability to export all items and their respective details would be helpful.Thanks,Brad

11
Contributor
6 years ago
Apprentice
matthew.bellApprentice

Form Fields - Enhanced DependenciesClosed

Greater depth of dependency on form fields for tickets being logged.When a user has an Application Specific query, it is not possible to pose multiple levels of dependent questions or customised form fields.For example, if I ask the question "what is the issue?" I have lost a layer on my dependent fields and the form has far less customisation available. I cannot subsequently say provide user credentials and have a box appear based on that response.

0
Apprentice
6 years ago
Apprentice
dustinwynnApprentice

Revert Back to Tickets After Closed/ResolvedClosed

In the old interface when I closed a ticket it would automatically revert me back to my tickets. Now with the new interface after I close a ticket I have to ticket the ticket icon to get back. Please bring this feature back!

0
Apprentice
6 years ago
Apprentice
kiran.neveApprentice

Closure Rules for Incidents and Service Requests with Agent as mandetoryClosed

Hello, Thanks for sharing the Closure Rules for Incidents and Service Requests.In addition to this, we are facing one issue, in some of the Tickets - Agent name is blank and agent can close the ticket. Due to which - during analysis, we are facing some issues / data is not proper. Hence request to consider and provide one more field "Agent" as selection in Closure Rules for Incidents and Service Requests. 

0
Apprentice
6 years ago
Apprentice
n.agudoApprentice

Asset Used By for GroupsClosed

I have seen that the Used by Field on assets is strictly tied to user-field. This is ok for laptops and such, but for IT Services, servers, databases, etc, it is usually not a user, but a department or group who uses it. I can create a custom field, but then I wouldn't be able to show it on the summary list. It would be nice if we the field could have either users or groups, or if not possible, at least have a Used by Group addional to the Used by field.ThanksNissy

0
Apprentice
6 years ago
Apprentice
n.agudoApprentice

Service Catalogue Image ManagementClosed

Hi team,We work mainly with IT admins as end users and do not need a Service Catalogue with images, it takes way too much space, but there is no way of having a text-based Service Catalog, it forces you to show the image and leaves the big blank space when doing so if you don't have an image.We are currently working around it by playing with CSS, but it would be nice if there was an option of a more sleek text-only Service Catalogue and/or creating an option to decided if an item must show the image or not.Regards,NissyAngel

0
Apprentice
6 years ago
Apprentice
adam.lisikApprentice

Customer Contact fields in workflow conditionsClosed

It would be really useful to be able to see the custom user fields in workflow automate so that we can write workflows that are generic.

0
Apprentice
6 years ago
Contributor
rebeccaContributor

Every customer reply resets SLA timerClosed

One section of our company uses Freshdesk to communicate with writers. The same email string is often used for a total time span of over a month.We want every new ticket to be responded to within 4 days.We also want every new customer reply from an existing ticket to also be responded to within 4 days.---EXAMPLE:We receive new ticket. Due in: 4 days.We reply to ticket on Day 3, and it's automatically closed.A week later, customer responds to original ticket. Right now, this ticket would either be due in 1 day (or often they come in as "overdue" at this point). Instead, we want any new responses from customers to "reset" the timer, giving a "Due in" time of 4 days.---We tried making the "Resolve within" time much longer than the "first response" time, but our problem is that it's the "Resolve within" that shows on the main ticket page "Due in x Days," so it looked like we had lots of time when we really only had four days.We've looked and looked at different SLA settings, Observer and Supervisor rules, etc., but haven't yet figured out a way to make this happen. Is this possible?Is there a FreshPlug that can do this? Or could it be an added feature?

12
6 years ago
Apprentice
sfarbotaApprentice

Active Directory/Azure AD SSO integrationClosed

We would like the ability to log in to Freshrelease with our Active Directory/Azure AD credentials. In Freshservice, we are able to sync the accounts with our Azure AD accounts and even log people in automatically with SSO (single sign-on). However, I don't see any option for this in Freshrelease.In fact, after enabling SSO in Freshservice, it looks like the connection between my FS and FR accounts was at least partially broken. I no longer see the colorful grid icon in the bottom-left corner that was previously allowing me to easily toggle between the 2 services.Is Azure AD SSO in Freshservice incompatible with Freshrelease integration? Is Azure AD SSO planned for Freshrelease in the near future? If not - would it be possible to add it to your roadmap? Our teams would find it incredibly useful!

1
6 years ago
Apprentice
robert.edgarApprentice

Unsent drafts reminderClosed

Hello,Wondering if anyone would like to see a reminder if you have unsent drafts? I get to where I am working on more than one ticket at a time and would like the ability to save a draft of a response and the system remind me if something that I have a draft of is unsent. Alternatively, a drafts folder may be a good solution as well. Many of my agents will work in outlook so that they can see that they have unsent drafts, I would like the ability to have them working in the tool and not switching out to Outlook.Any thoughts on this topic would be appreciated.Thanks.Bob

0
Apprentice
6 years ago
Apprentice
sfarbotaApprentice

Freshrelease mobile appClosed

I see that all/most other Freshworks projects have a mobile app for Android and iOS, but I can't find one for Freshrelease. Is this planned for next year?

1
6 years ago
Contributor
johannes.dohmenContributor

workflow conditionClosed

we need to use a condition, which make us able to check if a action was triggered by the assigned agend.in example: we want to get notifications by mail if a note was added or a status was changed by other agents. in that case, the assigned agent does the change, these is no notification needed.

0
Contributor
6 years ago
Apprentice
lennart.weissApprentice

CMDB email notification to userClosed

Hi, I haven't found a way to do this with the available Freshservice admin tools, therefore I'm making a service request. We want Freshservice to send an email notification to the user of an asset, if that asset is assigned or removed from him. Example: In the CMDB there is an asset pc-1. When an agent assignes this asset to test@test.at, he receives an email with the notification, that pc-1 was assigned to him. When an agent removes the assignment, test@test.at will also be notified. With this feature we want to prevent, that an asset gets assigned to the wrong user. If someone gets an email, that an asset was assigned to him, although he is not using it, he will create a ticket and tell the agents about that mistake. So we want these notifications to prevent false information in our database. Best regards

1
Apprentice
6 years ago
Contributor
jzachariasContributor

Filter based on custom fieldClosed

 I would like to filter based on a custom field using the API. The same was asked in this thread but it is now closed: https://support.freshdesk.com/support/discussions/topics/40850

14
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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