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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
fabrice_14622Contributor

Action: define a date field with 'today'Closed

I would like to keep track of the date a ticket was solved. So I added a custom field 'resolution date' to the ticket. Fine. I also added an Observer automation that, when the status is set to Solved, updates the custom field. But… here I can define only a constant date (using a calendar widget). I'd like to be able to set the date of today. Any way to do this?

4
7 years ago
Apprentice
aaron_17106Apprentice

Work Logs ?Closed

What is the recommended solution for tracking time against items?And how to trigger updates to the development section of the item?DEVELOPMENTThere is no data

2
7 years ago
Contributor
len.smithContributor

Support Pasting Images into Agent SignaturesClosed

I noticed that the only way to add an image to an Agent's outgoing signature is that the image needs to be provided by means of a URL.  This makes it extremely cumbersome if a customer wants to rely on a custom image, especially if there is a need to alter that image on a regular basis,Please allow the ability to paste an image into the Agents signature as an alternate option over the use of a URL-based image.

1
7 years ago
Apprentice
andreas.gangsoApprentice

Clickable area on ticketClosed

Hi, can you make the entire ticket card / row clickable? Right now it's only the ticket title.This is a relatively quick to implement feature request which would improve the ux.

0
Apprentice
7 years ago
Apprentice
fernando.pintoApprentice

Bulk change/edit of requester detailsClosed

 Ability to bulk edit requesters details such as: Location, Department, etc

5
Apprentice
7 years ago
Apprentice
ramberggroupApprentice

More MSP specific tools/services (managed service providers)Closed

There is a HUGE opportunity to take a piece of the MSP (managed service provider) market but Freshservice needs some more tools/services to be a viable option for MSP's. Are there any future plans to add services specifically for the MSP Mode? For example, it would be great to have: - toggle ticket views so you can fit more on 1 page - document storage....possibly G Suite Drive (Team Drive) integration - tickets posted to Google Calendar to list task notes in body - project mgmt (I see this is coming...is there a launch date?) - customer hierarchy w/ notes section (maybe this comes with SugarCRM integration) - Freshsales / Freshservice integration (I can't believe this isn't a thing) - network mapping for each customer (there is something similar to this in CMDB but not in MSP mode) - quoting

28
Apprentice
7 years ago
Apprentice
dmezkirizApprentice

SLA from customer view and hierarchy customer viewClosed

Hi, I was wondering if ZOHO allows customers to see their tickets, but most importante, see if SLAs are met or not.  Another question is if a customer A with a higher level of hierarchy than customers (B,C,D) can see their customer tickets along with his tickets.

0
Apprentice
7 years ago
Apprentice
s.rahmanApprentice

Set RemindersClosed

Would be useful to set reminders in Freshservice like you can in Freshdesk.

2
7 years ago
Contributor
keith_11877Contributor

Ability to add a "private" email (similar to private note)Closed

Add a method for adding a private update to a ticket via email (e.g. support-private@company.com)

4
7 years ago
Contributor
craig_14155Contributor

"I want this" community featureClosed

Often a new feature is posted on this community and you tell us to drop a comment if we want to have it enabled on our account. Once you do that you will then get everyone else's declarations of "I want this" as an email notification.Wouldn't it be nice if there was a button next to the "I like this" button called "I want this" that doesn't send an email notification to everyone else?I know that "I want that" :)

1
7 years ago
Apprentice
pat.murryApprentice

Custom fields for Service Items available in csv/xml extractsClosed

Currently, any custom fields created on a service item are only accessible for extraction from freshservice via API.  I would like to see a method of extracting in a different method, such as generating a .csv or .xml file. This would be particularly useful for analytics, as it would more easily empower fresh service admins to look for trends in how service catalog forms are utilized by end users.

2
Apprentice
7 years ago
Contributor
jerry.leeContributor

Add workflow capability to Employee Onboarding transactionsClosed

The new Employee Onboarding transaction is great.   However, I'd love to be able to build workflow automations based on data entered by HR and/or the Hiring Manager.  For example, if the Hiring Manager indicates that a specific piece of hardware is needed by the new employee, I'd like to open a ticket for setting that up.  

3
7 years ago
Apprentice
jruff2Apprentice

Change Escape key behavior on notes/commentsClosed

If you press escape while adding a note or comment to a ticket, it closes the note/comment and erases everything you had written. Personally, I think shortcut keys should be reserved for repetitive actions and don't think "cancel" needs a shortcut key. At the very least, it should prompt you to confirm that you want to cancel your comment/note instead of just deleting it outright.I have multiple monitors with several applications open at any given time and accidentally pressed escape while my cursor was focused on a particularly long comment I was writing - lost everything.

0
Apprentice
7 years ago
Apprentice
erb.matthewApprentice

How to use GIF as agent profile picture?Closed

One of our agents has a GIF as his profile picture and even though I've tried everything from resizing to cropping to decreasing the file size I still can't get it to work. It uploads it but won't play it back, is there a maximum size the GIF can be before it actually plays?

0
Apprentice
7 years ago
Apprentice
team_19820Apprentice

How to setup a reminder to the AgentsClosed

Hello,We are defining a support process that we need to send updates to the customers periodically for Support tickets they have requested. We are looking to send a reminder to the customer every 25 days. This is a manual process.So when we don't send an update to the customer, our agents should get an automated reminder so that our agents can take necessary action and send an update to the customer.How we can set up an automated reminder in the Freshdesk, please guide us.Regards!

0
Apprentice
7 years ago
Apprentice
ihipsmanApprentice

Recent ArticlesClosed

New user and have asked support about Recent Articles section. It looks like any change I make to an article moves that article to the top of the Recent Articles section. Support says it is more subtle than that but can't point me to anything that explains how to manage recent articles. For example, if I fix a typo in an article, it show up in recent articles, how can I hide it. I understand there is no way to re-order recent articles and that would be an awesome enhancement as it exists for Folders and Articles.Look forward to hearting from someone.

1
7 years ago
Contributor
jerry.leeContributor

Ability for approvers and users on a ticket cc to see attachmentsClosed

I'd like the ability for service request approvers to be able to see ticket attachments as part of their approval workflow.    Similarly, users who have been added as a cc on a ticket should be able to view the attachments.

1
7 years ago
Apprentice
afzalApprentice

Option to remove facebook profile from a contactClosed

There is no option in the front end to remove or change facebook profiles for contacts. 

0
Apprentice
7 years ago
Apprentice
shelanaApprentice

Overview of items a person is mentioned inClosed

A person only receives an e-mail about an item where the person is mentioned in. I receive a lot of e-mails a day, therefore I cannot respond quickly on the items where I'm mentioned in.

4
7 years ago
Apprentice
vikrant.tyagiApprentice

More transparency in automated featuresClosed

Hi There,For the sake of simplicity let me ask this question in the context of Workflow Automator but in general, this applies to all the 'automation' related feature in the product.It would be great to know:-If a Workflow Automator rule ran at allIf it did, what are the recent items it ran against?Items for which it triggered but failed to execute completely etc.Please redirect me if this is already discussed here and in the pipeline. BR-Vikrant

0
Apprentice
7 years ago
Contributor
stephen.shephardContributor

Log time against ticket while adding a ticket noteClosed

While adding a new note to a ticket, if we could also collect data to log a time entry in the same UI element set, it would make the workflow a lot faster. Required UI Change: Down where a new note has a toggle for "Visible to the customer" add adjacent fields for "Hours" and "Date", and a "Billable" toggle. Required Behavior Change: When note is saved, the data from Hours, Date and Billable are used to create a new time entry record, leaving Time Entry Task and Time Entry Note blank. Possible Mods: Add toggle to copy note text into time entry note field, but I think for us these are often very different types of notes (ticket note is verbose and candid, time entry note is short and considered customer-facing)The following is a comparison of the current process with the benefits of making this change:Current Process for logging a note and time:Agent clicks on a ticket to view it, clicks "Add Note", enters note text, clicks on "Add Private Note", then Clicks on the "Time Tracked" section to expand it, clicks on "Add Time", enters hours, date, and other fields, then clicks on "Save". Number of Clicks: 6Suggested Process for logging a note and time: Agent clicks on a ticket to view it, clicks "Add Note", enters note text, enters hours, and changes date if necessary, changes Billable toggle if necessary, clicks on "Add Private Note".Number of Clicks: 350% less clicks, and less scrolling.

1
7 years ago
Apprentice
binghin.teeApprentice

Automation create report ticket and Auto log timeClosed

Hi,May I know is there any way to create a ticket from the specific date on every month and automatically log time with comments.Please refer the attached, currently we just using google calendar to send out the email for the freshdesh tickets and we manually log time each ticket.

0
Apprentice
7 years ago
Contributor
angelaContributor

Simplified Categories and Folders view in Left Pane for Solutions/KB pages for usersClosed

Would love to see an easy to navigate view of folders and content on the left pane of the KB/Solutions/Forum pages.   Similar to what is now available in admin for the creation of the content (see below)

0
Contributor
7 years ago
Contributor
thomas.heymansContributor

Recent ActivitiesClosed

In Freshdesk Classic, when you login, a big part of the dashboard displays the "Recent activities".In Freshdesk Mint this is completely removed to display automatically. But you can manually click the "Recent activities" link. How can we get "Recent activities" to load automatically when loading the dashboard?

19
7 years ago
Contributor
adam.tounjelContributor

Audit view on Dispatch'r activities within ticketsClosed

This came up at a customer forum last week as it is difficult for administrators to fine tune Dispatch'r when they don't know what exactly within a ticket is triggering a rule. It would be helpful to have more information in the activity view within a ticket as to which Dispatch'r rule was triggered and what string was found in the email to trigger it. This would significantly improve the usability of Dispatch'r.

3
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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