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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
johannes.dohmenContributor

WOrkflow Condition enhancementClosed

we would like to see a condition which counts the actions on a ticket initiated by "System". The condition could be the same as "Agent interactions".

0
Contributor
6 years ago
Contributor
luke.skarth-hayleyContributor

Attachments for Service RequestsClosed

In my company there's a big requirement for paperwork that is signed with a secure digital signature and certificate, and this includes IT processes like the provisioning of new user accounts. It would be really helpful to have the option to add an Attach File field to Service Requests to allow our users to attach signed forms authorising account provisioning, etc. as part of the initial submission.Thanks!Luke

5
6 years ago
Contributor
keith_11877Contributor

The Jira plugin is *awful*Closed

 The jira plugin is so bad I just turned it off. No actual search - you can only link by ID or create a new Jira. This will cause a rash of duplicates in Jira over time. No ability to customize what fields are available No ability to link to multiple issues (from either side) *automatic* 2-way updates = useless noise in both systems It was so bad, I'm now looking at Desk.com and Jira Service desk as alternatives. This is critical functionality for us. The Desk.com plugin is quite elegant by comparison, and while I haven't looked at Jira Service yet, I tend to believe it might be decent... Guys..really?

81
6 years ago
Apprentice
annelie.elfstromApprentice

Upload multiple files in attachment selectionClosed

Not a big thing, but since we work a lot with screenshots for incidents and mockups for changes we basically daily need to upload files one by one in your attachment function. Would make our work so much easier if we could upload multiple files at the same time and especially drag-n-drop them in to the tickets. Hope that it could be implemented pretty fast since it normally is easy to implement the multiple attribute in html. Would be nice to have and your competitors both supports multiple files and drag-n-drop. Hopefully in the future this can be done, and I hope more of your users agree with me. 

11
6 years ago
Contributor
jonie.alcazarContributor

Option to forward attachmentsClosed

For certain service items, we need to have requested items and attachments forwarded to another department in our company that do not have access to FreshService. We already have a rule for the requested items to be forwarded to an agent, and that agent has a filter in their email that forwards the list of requested items to the other department (that does not have agent access to FS and is not the requester). There's no option to include the attachment.  Our current recourse to this is to manually email the attachment or forward it within the ticket. However, when forwarding, we have to download the attachment in the ticket (say we're not the original agent working on it so we don't have the file in our drive) and then add it as an attachment again in the forward.It would be great to have an option to trigger the forwarding of attachments with a rule. Another one that would be also be convenient is to have a popup that shows all docs/images already attached to the ticket so we can just pick from it  when replying or forwarding the ticket to others.

1
Contributor
6 years ago
Apprentice
santoshApprentice

2 freshdesk account in 1 freshdesk accountClosed

i have 2 Freshdesk merge in 1 account.

0
Apprentice
6 years ago
Apprentice
mike_10779Apprentice

How to turn off Answer BotClosed

How do you disable the bot on the portal home page?

0
Apprentice
6 years ago
Apprentice
sebastian.thoennesApprentice

Editing View - WorkflowClosed

 If you edit a workflow condition within a vast workflow-tree, you will search for a specific condition to edit, then click edit and the whole view will reset to the upper left corner. You have to search again for the specific condition and then edit it. It would be better, when the view is stable and stays on your last selected element.

0
Apprentice
6 years ago
Contributor
johannes.dohmenContributor

Reporting User - affected userClosed

we would like to see the option to link two contacs to a ticket. first the affected user, secondary optional the reporting-user.we often receiving tickets from the secretary of headofs oder partners.....further we would need to choose the recipient while responding by mail to a ticket.

0
Contributor
6 years ago
Contributor
gwelstedContributor

Agent for monitoring internal servicesClosed

It would be nice to be able to monitor services that are behind the firewall or not internet facing. 

1
6 years ago
Apprentice
o.chotardApprentice

Project Management : ViewsClosed

It will be great if we could have differents views  :  - Gantt view (for tasks and projects portfolio) - Kanban board view - Calendar view Thanks ! Olivier

17
Apprentice
6 years ago
Apprentice
tannn.vietcombankApprentice

Convert the comment of Wordpress into ticketClosed

Hi there;I have a question about the comment of a blog post or product. Can I convert these into tickets, and reply directly from Freshdesk.Please let me know via email tannn.vietcombank@gmail.com

2
6 years ago
Contributor
suresh.sambandamContributor

Ability to show feature request forum only for "Paid" customersClosed

1. I want the ability to classify customers as "Paid" or "Free"2. Then, I want to enable the "Feature Request" forum access only to "Paid" customers.

10
Active Contributor
6 years ago
Apprentice
jbullockApprentice

Multiple contacts for a vendorClosed

We have many vendors that have more than one contact person. It would be great to add multiple contacts within a single vendor. Especially because we have many vendors that have multiple departments we communicate with. 

3
Apprentice
6 years ago
Apprentice
simon.martinApprentice

Supervisor ExceptionsClosed

We'd like an option to exclude certain requesters from follow up emails created by the supervisor rules.

0
Apprentice
6 years ago
i.cameron
Skilled Expert
i.cameronSkilled Expert

incoming Emails are always set as "Incident"Closed

HelloWe're a new Freshservice adopter - launched on 24 June, 2019. Currently, around 80% of our tickets come in via e-mail, and are a mix of Requests & Incidents (~60/40 split on average historically). Freshservice always sets Incident as the type for incoming emails. This is killing our stats, which show that 90% of our tickets are now Incidents (and we *know* this is far from true). [Over time, yes, we'll push more portal use, but we have an issue today.Now we can, and know how to, change INC- to SR- when agents are updating tickets. But of course, Agents are people, and are NOT doing this routinely. Has anyone out there encountered this, and found a clever way around this?We've asked, and it's not possible to leave Type as blank on incoming emails (possible option feature request???)I have a clunky work around in mind involving the Supervisor checking all INC-categories and, using a list (ugh, keeping that up to date) would move wrongly-typed tickets to be Service Requestsany thoughts?Iain C

4
6 years ago
Contributor
erinkContributor

Meaningful URLs in Solutions Articles instead of ID numbersClosed

It would be so much easier to manage links in the knowledge base if you supported meaningful URLs instead of using ID numbers for Solutions articles. For example, instead of my_company.freshdesk.com/solution/articles/<some_numeric_ID>-<some_silly_truncated_text> I would like to have URLs like my_company.freshdesk.com/solution/articles/Creating_Reports  I also would like to be able to use relative URLs within the knowledge base - for example from one solution I could reference "Creating_Reports" instead of having to know the ID number for that article. This is especially important for us because we are supporting multiple customers (which was our impetus for switching to Freshdesk) and we want to use a single source editor to maintain our documentation. Our documentation editor automatically creates relative links between articles using the filenames. With the system the way it is now, we always have to publish a new article to learn the ID number and then manually correct the links in all documents that reference that article. 

14
6 years ago
Apprentice
dannyvarleyApprentice

Assets issued to a requester reportClosed

It would be nice to have an assets per user report, so that a branded report can be generated with the assets that are is use by a certain requester. It would be good if this could have some place for the user to sign to confirm receipt of the assets on loan.

3
6 years ago
Active Contributor
antony.painActive Contributor

Allow us to use HTML button tags in articlesClosed

Hi All,I'm facing an issue in making articles where I want to make use of the HTML view inside of articles. Using this view you can directly add and remove the HTML used in your documents formatting.However, when you use a <button> tag, it is removed upon saving or publishing.I've already raised with support and it's marked as a feature request but who else has this need?If you're wondering....why is this such a big deal then look below!The main thing that's bugging me is that every time a user clicks an image in my articles, it opens in a new tab! This is so 2010 and it makes our portal look like old hack. I'd love to use "modal" classes in bootstrap to fix this so that an image is brought up of the top of my articles - like every other internet site - but am blocked because <button> tags don't work.You also can't create forms and buttons do cool stuff in your articles really capturing your audience!Let me know if you want this changing too!

3
Active Contributor
6 years ago
Apprentice
ryan.elliottApprentice

Dynamic Sections that work with the chatbotClosed

We would like dependant and dynamic sections that work with bot ready service catalog items. We now use the bot ready feature for all of our items and would like to still be able to use dynamic features if possible. 

0
Apprentice
6 years ago
Apprentice
dylan.rossApprentice

Allow customers to "share" articles to other customers - Include a share buttonClosed

It would be very helpful if customers had a "share" button next to the "print" button on articles so they can share useful articles to others within the same organization. This could open up a blank e-mail template with the article in the body of the e-mail. 

1
6 years ago
Contributor
sam.vickersContributor

Email reports - within email bodyClosed

I send automative emails to my department ona a weekly basis showing KPIs such as SLA, tickets closed, tickets logged and queue sizes.However the email sent out is an attachment, it would be great to send the pdf within the email so people dont have to download the PDF..This will also allow me to start doing daily reports - showing who has tickets due today for example...

1
6 years ago
Apprentice
dan.racetteApprentice

Writing and posting kb articlesClosed

My process is as follows:- Source articles that are already written from sources like Word and other software product html editors.- I prefer to convert my items into, or work in markdown format. doing this allows me to use a text editor with powerful features.- then convert them to html.- using "True Code View", I paste the converted file.- shut off code view and Voila! so i thought.My issues:- I cannot figure out the exact html syntax. Is it liquid? Is it real markdown?- that leads to a lot of RE-formatting which is using up a ton of time.- Pasting directly from Word does not honor Cropped images in the editor in either "keep" or "clean" options that appear.I would like to keep the edibility of items available in freshdesk kb, and continue to grow the kb.How do others deal with consistency from outside sources for articles?

0
Apprentice
6 years ago
Apprentice
jeongminkimmmApprentice

How can I display Only Categories of Solution in Forum for customers?Closed

I want to display ONLY categories except for document list.In case of displaying document list, Customers are hard to find articles that they want to find.

1
6 years ago
Apprentice
xoasupport1Apprentice

Freshdesk WidgetClosed

Hi Guys,I am using Freshdesk Widget in my applications and it is the perfect helpdesk service. I'd like a feature request with respect to the widgets in the way that just like when we change the ticket fields in the freshdesk portal and it get reflected in the widget, it would be nice if the whole widget is saved as say "Widget 1" and can be changed in the portal to get it reflected in the application. By doing this it could save a lot of time. It could help change the look and feel of the widget and don't worry about coding it again in the application and pushing it to production. Kindly think upon this and do let me know what you guys think.

1
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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