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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
atimodaApprentice

Signature on mobile appClosed

Hi,When replying to a ticket using the mobile version os Freshdesk, the signature is not included in the end of the message. Would be great if this is possibly, because our team works almost all the time on the streets, so they use mobile phones a lot to give support.Thanks,Atimoda

3
Apprentice
7 years ago
Apprentice
lolitaApprentice

Feature Request - Recurring Tasks & Sales GoalsClosed

Currently, the sales goals feature is only available under the Estate and Forest plans, but this is such a critical function for every business no matter where their growth status is.  It would be great is sales goals were available under all paid plans.Many businesses like mine also have a need for recurring tasks.  Since recurring tasks are also often replicated across customer accounts, it would be great to have the ability to create task templates.  For example, I need to schedule a meeting to review financial reports with every client on a monthly basis. It would be great to have a template for a series of tasks (Prepare financial statements, Close the books, Schedule financial review, etc.) and set them to recur once every month.

0
Apprentice
7 years ago
Apprentice
ktateApprentice

Forum password resets - TURN IT OFFClosed

Security standards no longer want users to reset their password every 90 days.Please turn auto password change OFF. It's annoying.It's better to use a password management system like 1password.comanyway. your method of having users reset their passwords every 60-90 days is archaic and HORRIBLE security practices.

0
Apprentice
7 years ago
Apprentice
jordan.weekesApprentice

ChatBot/Freddy ReportingClosed

Unique reporting for ChatBot/Freddy to have visibility as to what users are using it for / requesting. It would highlight any areas we need to improve to gain self-service efficiencies.

0
Apprentice
7 years ago
Contributor
richard.tomlinContributor

Allow Images in Problem NotesClosed

Can we please be allowed to insert images into the Notes that are entered against Problem records? It isn't always suitable for use to put these against the related incidents. Is there a reason that this isn't available and why the formating for this field is different from any other text section?

2
Contributor
7 years ago
Contributor
cwithersContributor

Ability to see PDF attachment in Solution articles on Mobile AppClosed

Just noticed that we cannot see PDF attachments in the Solution articles from the mobile app.We have a lot of PDFs in our knowledgebase, so this would be extremely useful to be able to access these from the mobile app when needed.  Thanks!

1
Contributor
7 years ago
Apprentice
jordan.weekesApprentice

View Agent Requests within Agent Page & FiltersClosed

When viewing an Agent's page, currently only their assigned tickets are shown.As our Agents all raise requests inter-departmentally, we would benefit from viewing their requests on this page too.Secondly, a date range & status filter would be helpful too.Example attached.

0
Apprentice
7 years ago
Apprentice
jordan.weekesApprentice

Enhanced Activity LogClosed

The Activity log of a ticket could provide more detail to assist in troubleshooting and self auditing. To prevent clutter, this could be accessed by selecting an "Advanced" or "More Detail" selection within the activity log itself.Some examples:The SLA Name applied to the ticketEmail notifications sent to the requesterEmail detail (download email sent or received to/from requester, providing the email header properties)

0
Apprentice
7 years ago
Apprentice
jordan.weekesApprentice

Workflow Automator Action: Remove TagClosed

Being able to remove specific tags when conditions are met would assist in improving ticket workflow through ticket filters and reporting.E.G Event: Ticket is Created > Action: Add Tag "Triage"Condition: When Triage is performed (prioritised, grouped, assigned etc)Action : Remove Tag "Triage".

0
Apprentice
7 years ago
Apprentice
lewis.dreverApprentice

Agent restrictions for assigning to groupsClosed

Hi, at the moment, all agents & requester's in our freshservice can assign tickets to any group. For example, we have a group called "Snapfulfil" which should only have specific agents that can assign tickets to it. However, all agents in freshservice can assign any ticket to this group.  please can a setting in freshservice be added which allows us to block specific groups from appearing in the groups drop down for some agents, but allow other agents to still assign tickets to the group.

0
Apprentice
7 years ago
Contributor
sjaak.overgaauwContributor

Add WIP limits for Kanban boardsClosed

As a team lead, I would like to have the ability to use WIP limits on individual columns of Kanban boards, and which are highlighted (red?) when a limit has been exceeded, so team members can visually see that a WIP limit has been exceeded to avoid start working on even more items.

1
7 years ago
Apprentice
dave_11705Apprentice

Change order of ticket fieldsClosed

Please add the ability to change the order of the ticket fields.  You already have the drag/drop functionality, so just make it so that the order displayed on the Ticket Fields page is the same order displayed to the customer on the embedded ticket page.

13
7 years ago
Apprentice
zmb003Apprentice

Export/Share Project TasksClosed

As an agent working within the Project module in Freshservice, I've found a lot of value in building out detailed task trees and dependencies for implementations and business projects that I'm assigned. However, the rest of my project teams are not set up as agents within the system and have no access to the project module. I'm requesting the ability to somehow share the task lists and the gantt chart with my team. If there was a way to export that data into pdfs that I could send along, it would be a huge help with regard to maintaining good communication and oversight in projects that we host in Freshservice. I am imagining this as a general-view sort of list with each Task populated with name, description, time frame, assignment with dependent tasks listed beneath their parent tasks, tabbed somewhat for flow. The gantt chart would be a challenge with regard to print area, but I see that printing via the same formatting tendencies of excel. Potentially, a detail-list view for tasks would be beneficial as well, printing out that same list but including all comments beneath each task.The ability to filter and select tasks for this export by virtue of their assignee, time frame, etc would also be great. IE: Print list of all tasks assigned to X. Or print list of all tasks due before Y, include comments. That sort of prompting.Anyone else feel that this would be a beneficial function in the system for getting your tasks out to a team who has no access? For populating topics for weekly standup meetings?

0
Apprentice
7 years ago
Apprentice
philippe.mosseApprentice

SSO login and redirect two products (url)Closed

 Hello,We have 2 products with 2 different url. Authentication of my customers is through SSO. SSO mode allows only a redirect to a URL only. How can I do to redirect customers to the correct url (Product)?Best regard.

3
7 years ago
Apprentice
mhaydenApprentice

Lobby or Walk In Service Check In StationClosed

Hello - during certain times of year we have a long line out the door of folks waiting for walk-in support.  I would love to be able to have a web page or mobile app where I can pass an iPad through the group for customers to check in - just two simple boxes.  They would just need to fill out their email address and use a drop-down to select their request type.  Then a ticket would be created and our desk agent could pull their ticket up as they reach the counter, and close the ticket. In this situation, using the full site isn't our best option.  This group is highly populated with customers there for password help, so the full log-in to the site is a barrier to quick service in their case. I can envision this being easy to implement, by generating an email to the service desk, and utilizing the email commands.

2
7 years ago
Apprentice
mchristianApprentice

Import/Export/Support for MarkdownClosed

This is sort of related to similar posts, but to provide additional context. While the export of articles feature is great, it exports *EVERYTHING*. What would be more helpful would be to allow import and export of articles from Google Docs, Intercom, or some other linked interfaces so you can create once and publish everywhere.My situation is we need to keep up both Intercom and Freshdesk self-help areas. (Non-negotiable. Both must exist.) This is far too time-consuming in its current format. There should be better tools in place to make this process easier. Minimum of allowing direct API import from say Intercom or GDocs, or allowing import from a markdown editor.

0
Apprentice
7 years ago
Apprentice
saulius_16227Apprentice

CMDB: Easier navigation among related CIsClosed

Hello,It would be great to have a possibility to jump from one CI to another related CI within the map view instead of having to search for some particular CI manually to check its information.ThanksSaulius

0
Apprentice
7 years ago
Apprentice
andrew.byhamApprentice

Export to PDFClosed

I sometimes need to present a project or epic or single item to a client or other member of my company in PDF format. We've also up until now stored our task details and scope in documents that can be easily printed. Is there scope for an Export to PDF?

1
7 years ago
Apprentice
elizabeth_17796Apprentice

Option to move to next ticket upon closeClosed

We have a lot of agents that work onsite and then go through a bunch of tickets at a time when they are in the office. Our previous ticketing system allowed us to choose what we wanted to do when the ticket closed. The options we miss are "close and next" instead of just closing the ticket it moves you to the next ticket in the list. "Close and stay" closed the ticket but allowed you to stay on the screen for re-assigning or adding additional notes. It would be particularly cool if each user could pick a preference in their settings, but less important. This type of feature drastically improves productivity because you are not sent back to the main ticket list every time you close a ticket. You can just go to the next one and keep working.

0
Apprentice
7 years ago
Apprentice
bryan.hornbergerApprentice

Workflow Automator - Child Tickets auto-assign to Parent Ticket AgentClosed

Hello,We have found that, on many of our tickets, we have sadly turned off the child ticket functionality because an automation of this sort is not yet available. Essentially we need something to the effect of:Service Request is raised > if Service Request is "Child Ticket" > (associated child tickets) assign to agent - parent ticket agent

0
Apprentice
7 years ago
Contributor
jerry.leeContributor

Organize reports by folder hierarchyClosed

I'd like to be able to organize reports within a folder hierarchy.  

0
Contributor
7 years ago
Apprentice
jleppertApprentice

Too many notes make ticket viewing cumbersomeClosed

Our Service desk will make a note for every contact made with a Requester.  Because of this, sometimes incident notes can be filled with these making it difficult to go through actual relevant information in the ticket.  It would be helpful if there was some mechanism in FreshService Incident management that would allow to suppress certain notes making it so only relevant notes appear.  I think this could clean up tickets for support analysts.  Or if there was a section in the incident dedicated to notes made indicating contact.

1
7 years ago
Apprentice
nvisnerApprentice

Solution Manager Agent Role or Requestor GroupClosed

I have recently rolled out Freshservice in my company and so far I've received very positive feedback. However the one area where I'm getting a lot of questions and asks are when it comes to Knowledge Management and Article submission. I've been trying to see if I can create a somewhat streamlined workflow to handle this in the mean time but have consistently run into roadblocks. Our company has several departments that have a desire to produce and maintain their knowledge in Freshservice but almost none of them will be working out of Freshservice as agents. I believe the ideal solution would be either a Requestor Group or Agent Role that has permission to publish and maintain solutions. For instance our Creative team may have specific knowledge that other departments don't necessarily need to access. I'd like to be able to give them the permit to submit and maintain articles within their department or perhaps a specific Solution Category. Even if I could assign them as an occasional agent with only this functionality, that would suffice. It's just proving to be unfeasible to publish and maintain all company solutions through our small IT Services team.Have the ability to assign SMEs a Solution Manager role of some kind would solve this in short order. 

1
7 years ago
Apprentice
josh_19899Apprentice

Link Directly to Pre-filled FormsClosed

It would be great to be able to place links on different pages of my site with targeted common support questions. If a user clicks that link, it automatically sends them to submit a ticket that is already pre-filled with the information that would come from that link.

0
Apprentice
7 years ago
Contributor
contact_18470Contributor

Freshdesk JIRA connectorClosed

Freshdesk JIRA ConnectorThe JIRA integration for Freshdesk supports both on-demand and on-premise variants, from JIRA 4.x up to the latest version – JIRA 5. This will let you sync ticket statuses and comments from JIRA directly into Freshdesk whenever a change is made.Installation Procedure:Go on to your Admin page in Freshdesk.Under Help-desk Productivity click on Apps.Click on “Get More Apps”. Search for “IntegrateCloud Freshdesk-JIRA integration App” and click on Install to go to your app configuration page.you can install the app from here:https://www.freshworks.com/apps/freshdesk/integratecloud_freshdesk-jira_integration_apphere are the full documentation on how to install the apphttps://azuredeskblog.azurewebsites.net/freshdesk-jira-connector/

0
Contributor
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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