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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
w.terharmselContributor

Display tickets based on the product in the end-user portalClosed

In the ticket list on the website (for customers) you can see all tickets of all products. This is a bit strange, everything is separate, solutions, forums really everything but tickets.  I would like to see that we can also separate the tickets.

0
Contributor
7 years ago
Contributor
gwelstedContributor

lansweeper integrationClosed

would love to see a lansweeper integration where we could select assets from our lansweeper instance.

0
Contributor
7 years ago
Apprentice
julianeApprentice

Being able to filter search results for the customerClosed

A customer has requested that it would be good to filter ticket search results newest to oldest as he feels the results can be slightly random, especially when the search phrase is in many tickets.

0
Apprentice
7 years ago
Contributor
stefan.letkoContributor

Change Management - Force Agents to create Standard Changes only from Changes TemplatesClosed

Hello there, We have more and more customers that are moving Standard Changes to Changes Templates to speed up and standardise the Standard Changes creation. Which is a good practice.However, agents are still able to create change and select Standard Change Type. It would be useful and logic to have the ability to remove the "Standard" selection in Change Type when creating a new Change and only allow Standard Changes via Change Templates.PS: We tried to customise this trough custom app, but there is no possibility to remove the type value, only disable the whole field.Thanks, Stefan

0
Contributor
7 years ago
Apprentice
dario.vernelliApprentice

Project "Collaborators"Closed

 Hi,there is news about the "Collaborator" role to permit to assign tasks to requester or requester groups into Project Management ?ThanksDario

1
Apprentice
7 years ago
Apprentice
rob.constableApprentice

Ticket assignment on holiday and priority statusClosed

Good afternoon.I'm looking at using the ticket auto assignment feature within Freshdesk to remove the need to do it manually.I can see how this done and seems pretty straight forward with auto assignment and load balancing the amount of tickets per agent.Problem that can arise is how does an agent stop receiving tickets from the auto assignment when they are either on holiday or out of the office? The later quite common for our business at present as a few of us attend site to resolve issues.Is there some form of status rule that can be applied? E.G. Setting a Out of the office automatically stops tickets being assigned.In addition,while I have not figured it out yet.Is there a way I can automatically set priorities on tickets? For example if someone says their system is down can I use keywords to make that a 'urgent' ticket while someone asking a question would be put as a 'low' priority ticket.Look forward to hearing from you.Thanks. 

1
7 years ago
Contributor
w.terharmselContributor

Default language for logged in usersClosed

If a user creates his account, the site is automatically translated into his own language, we would like the site to be available only in English but this is not possible.  Now we have to manually put all customers in English, isn't that a bit crazy? We are actually required to have our site in multiple languages.  Please put something in that the site is always a specific language for logged-in people.(What you can change if you don't want to) The default language is now only for people who are not logged in

0
Contributor
7 years ago
Apprentice
ajaApprentice

Add Canned Responses functionality to Merge Ticket Note DialogClosed

Hey Guys, It would be great if you could add Canned Responses to Edit Note dialog in Merge Ticket. From time to time you need to send meaningful message to Requester about ticket being merged. Placeholder support required as well. Thanks

0
Apprentice
7 years ago
Apprentice
csewellApprentice

Ability to Change Requester Without Having to Edit the TicketClosed

 Ability to Change Requester Without Having to Edit the Ticket

9
Apprentice
7 years ago
Contributor
david.barrettContributor

Highlight VIP Customers in Ticket ViewClosed

Hi We have a requirement to highlight certain VIP customers tickets in the ticket view.There are various reasons why a customer might be a VIP including contract renewing, large spend, new customer etc.The advice from the Freshdesk ticket I logged was to use Dispatch'R to set all tickets to a High or Urgent but this could cause issues as they may fail the SLA and adversely affect reports. The ideal solution would be to have a check box on the customer for this and then in the ticket view tickets from these customers are highlighted with a colour.

4
7 years ago
Contributor
w.terharmselContributor

Set requester languageClosed

I would find it very useful if you can change the requester language.  You can now indicate that if, for example, the language is not English, it will execute an assignment, but you cannot indicate that the language will be changed.  So I want this: If the requester language is not English then set requester language EnglishThis has already been added:Now I want you to be able to carry out an assignment that changes the requester language

1
Contributor
7 years ago
Contributor
adam_14612Contributor

Improved text formatting on Forum postsClosed

Are there any plans to improve the forum so that it supports the below formatting toolbar that is found on Solution articles. For example, change font size. Also it would be brilliant if this could stick to the top of the screen as you scroll down.    

0
Contributor
7 years ago
Apprentice
jhiggins_16730Apprentice

Additional Automator Email ActionClosed

I'd like to request the following be added as Automator actions to help with ticket workflow:- Send email to Reporting Manager- Send email to (open field for manual email entry)If this is already possible let me know.

3
Apprentice
7 years ago
Apprentice
alonigroApprentice

Scheduled reportsClosed

It would be helpful if Scheduled Reports had the same filtering capabilities as the ticket page. Our specific case we were trying to achieve was making an automated report that filtered on Company name. But we were unable to do so due to the capabilities of Scheduled Reports.

0
Apprentice
7 years ago
Contributor
sjaak.overgaauwContributor

Ability to set a default filter for itemsClosed

As a Freshrelease user, I would like to have the ability to set a default custom filter for a project so I don't have to select this item filter every time after clicking on the "items" menu button.BackgroundWe currently use multiple filters per Kanban project. Currently, the behavior of the default filter differs per project and seems to be random. Some projects open the "All items" filter, others a custom one. 

3
7 years ago
Contributor
coreycContributor

What happened to freddy?Closed

It disappeared from settings for me.

4
7 years ago
Contributor
davidspinksContributor

Canned response needs to trigger automationsClosed

I would like to have the ability to add a tag or change data in my ticket questions based on a canned response that I add.  Is that possible?

4
7 years ago
Active Contributor
chris.barkerActive Contributor

Use data for projectionsClosed

Suggestion: Freshdesk knows our helpdesk data, why not have it show us projections, e.g. predicted growth (or reduction) or ticket numbers over the year ahead, when it thinks I will need an extra agent (or have too many) based on ticket numbers and agent productivity.Why not use the huge amount of data FD has to help support managers predict how their helpdesk will look in the future and help them plan for expansion or reduction in size. You could have alerts set up for if there is a sudden increase or drop in ticket numbers, or when it thinks your agents are struggling with load and it's time to expand the team.

0
Active Contributor
7 years ago
Apprentice
fernando.pinto_19252Apprentice

Different colours for different ticket statusClosed

 The ability to have different colours on different ticket status, both on the dashboard and in the portal ticket list. As you have in the features request pages for instance...Thanks

0
Apprentice
7 years ago
Apprentice
jonathankApprentice

Filter for Jira Project: Active/Archived/AllClosed

When creating a Jira issue from a Freshdesk ticket, the project drop down shows all projects, regardless of active or archive status. The API needs the ability to filter for just Active projects.

1
7 years ago
Apprentice
doronApprentice

Change and Release schedulerClosed

In order to avoid overlapped changes and/or releases which might conflict with each other, It would be much easier to coordinate using a view of calendar with all schedule changes and releases (separately or combined). Kind of a gantt view.

12
7 years ago
Contributor
techContributor

I'd like built Google Maps or Bing Maps integrationClosed

I need to quickly know where to send my technicians geographically.  Using the API I've knocked together a php script to export my agents tickets.  As a quick hack I can cut and paste this into a 3rd party website to list all my tickets on a map.    Before I spend another few hours with the Google Maps API, surely Freshdesk can come up with something a bit more integrated.I can't be the only customer that needs decent mapping for tickets?

10
7 years ago
Contributor
mary_sawyersContributor

Assign Ticket to Admin that is not in GroupClosed

Admins occasionally need to be the assigned agent.  There currently isn't a way to assign without being part of a group and admins shouldn't need to be assigned to all the groups.  We used to be able to work around this from the ticket list view, but that doesn't work any more.  Will this capability come back?

2
Contributor
7 years ago
Apprentice
john.nealApprentice

Rename priority of ticketsClosed

It'd be really useful if we were able to rename the possible priorities. Clients see the word 'urgent' and raise everything with that priority (Because all tickets are urgent!) If we could rename the priorities to conform with our SLA terms would save us a lot of headaches.

5
7 years ago
Apprentice
nason189Apprentice

Kumpulan Kata Kata Kecewa Buanyak Dan LengkapClosed

Nah siapa nih yang pernah kecewa, kecewa sama pacar, kecewa sama mantan atau kecewa sama orang tua nih heheh, saya pikir hampir semua orang pasti pernah mengalami yang namanya kecewa, sedangkan kecewa sendiri berarti kecil hati; tidak puas (karena tidak terkabul keinginannya, harapannya, dan sebagainya); tidak senang,gagal, tidak berhasil dalam suatu usahanya dan sebagai kira kira begitu lah arti dari kata kecewa sedangkan jika di artikan dengan sesuatu yang Ambigu kecewa itu lebih dari satu, sehingga kadang – kadang menimbulkan keraguan, kekaburan, ketidak jelasan, bisa di bilang bermakna ganda , pasti bingung dengan kata – kata saya, pasti nggak bingung kalau langsung baca kata kata bijak kecewa dengan pacar ini. Perasaan patah hati, galau, karena apa yang kita inginkan tidak sesuai dengan apa yang kita dapatkan, memang sangat menyedihkan juga menyentuh hati buat orang yang mendengarnya, tidak jarang rasa kecewa di ungkapkan atau di luangkan dalam sesuatu yang buruk atau negative, misalnya minum, bukan minum ale – ale ya, tapi minum minuman keras, bukan es batu ya, tapi alkhohol, hahah kadang ada yang lebih parah lagi misalnya di akhiri dengan bunuh diri coba pikir itu kan bukan contoh yang baik kalau di piker secara logika, juga pasti orang serti itu bukan orang yang punya pemahaman agama nya kurang juga pemahaman soal bunuh diri juga rendah, karena jelas kan bunuh diri itu dosa dan ancamannya adalah sorga! Eh neraka maksutnya. Maka dengan turunnya artikel ini mudah – mudahan bisa membuka mata hati kita, sudahlah jangan berlama – lamaan dengan yang namanya kekecewaan tidak ada untungnya mending keep move on cari hal positive untuk masa depan anda cari kegiatan yang baik seperti membaca Kumpulan kata bijak tentang kecewa ini, So cek it dot.

0
Apprentice
7 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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