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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
it_19715Apprentice

Time ZoneClosed

I have just started using Sprout.  All of my agents are showing their time zone as Beijing.  I need it to be changed to Perth WA.  We are a local business and all our agents and contacts operate on the same time zone.  I know this should be easy to fix, but I cannot find where the global defaults can be set up.

0
Apprentice
7 years ago
Active Contributor
phodgkinsonActive Contributor

Remove 4 hour delay to generate reportClosed

Currently if I make a change to an asset I have to wait 4 hours before that updated change will appear in an existing or new asset report. Reports need to be able to generate on demand.  Perfect scenario, have meeting scheduled with boss or client and want to clean up some tickets and details on assets. Ooops, have to reschedule the meeting because report won't be ready for 4 hours.  To make matters worse, it's not even consistent. The Tabular Data is up to date but the charts that are displayed (not optional) are out of date. So in addition to removing the 4 hour delay I would also request that the charts be optional. There should be a selector for bar, graph, pie, line, or none Should be noted that IMO I think this is a bug and shouldn't have to be a feature request but I will request it as a feature just the same. Kinda like a time capsule and I can come back in 3 years and see if it's been implemented or not.

4
Active Contributor
7 years ago
Apprentice
marcApprentice

Freshchat: Allow the customer to close the chat. Don't auto-open on mobileClosed

Right now if a customer initiates a chat, they can minimize the chat window, but they cannot close/end the chat.  Once the chat is initiated, even if there is a delay in the agent initially responding to the chat, or the agent speaks to the customer and then forgets to close the chat, they chat will remain open.Unfortunately this means that if the customer is using a mobile phone, the chat window will repeatedly automatically open up and cover the entire page anytime the customer navigates to a new page. This results in an extremely poor user experience, especially if the customer is already frustrated by the fact that the agent is taking too long and they just want to move on to try to find the answer themselves or actually make a purchase

11
7 years ago
Apprentice
mike.burnieApprentice

Dynamic Sections in Service Catalogue ItemsClosed

We'd like Dynamic Fields to be available in Service Catalogue Items. Any news on when you are planning to implement this.  I can see you have done it for TICKET, but when is it going to be available for Service Catalogue. We have a requirement to make different selections base on the previous selection. for example: If someone picked Department Name 1, then we want them to select from Team A, Team B or Team C. If someone picks Department Name 2, then we want them to select from Team D, Team E or Team F Thanks

17
Apprentice
7 years ago
Contributor
nathalie.saveliefContributor

Order of messages within a ticket for customersClosed

As the topic "Order of messages within a ticket" is tagged implemented, I'm creating this topic for the customer side of the feature:Freshworks implemented the possibility to order messages within a ticket for an agentMany of our customers request the ability to do the same.I'm sure I'm not the only one needing this feature for customers.

0
Contributor
7 years ago
Apprentice
sgabrielApprentice

Auto-Reply EmailClosed

This is probably a very basic question but if I just want to setup a blanket auto-reply email to anyone who sends in a ticket or emails support, how would I do that?

2
Apprentice
7 years ago
Apprentice
cathyApprentice

Open Mmultiple tickets in a single tabClosed

In our previous ITSM tool we found it useful that we could have open multiple tickets in 'tabs' within a single view.  It was useful for flipping backward and forwards between tickets without haviung to open mutiple browsers.  Is this something that could be a feature improvement anytiome soon in Freshservice?

2
Apprentice
7 years ago
Apprentice
chris_17356Apprentice

Load more button - its pointless IMOClosed

When looking at a ticket, I almost always need to see the entire ticket.I believe there should be a user option that allows the full ticket to be shown by default, without the need of clicking that "Load more" button. Its tedious when you have to click it everytime you load a ticket.Thanks, Chris

0
Apprentice
7 years ago
Apprentice
jzaringApprentice

disable toast notificationsClosed

Ability to opt out of having the Toast style notifications or only when saving failed. 

0
Apprentice
7 years ago
Apprentice
k.tomesApprentice

CI Based RoutingClosed

Hi thereAny plans to introduce this - i.e. ability to route a ticket depending on the impacted CI/Service?Does anyone have experience of this working, or an alternative?

0
Apprentice
7 years ago
Apprentice
tyler.smithApprentice

Ability to duplicate an agent and sort groups alphbeticallyClosed

I would like to have the ability to duplicate/clone an agent when creating a new agent. I'm handling a request right now to add two Freshdesk agents mirroring an existing agent who has 30+ groups assigned.Also, because the groups are not listed alphabetically, this is going to take my 3-4 times longer than it should.

0
Apprentice
7 years ago
Contributor
sonia.demenditteContributor

Language option for ForumsClosed

Would it be possible to introduce the multilanguage option for forum, same as it currently is for Solutions, ie being able to translate a forum and forum topics in various languages?

1
7 years ago
Apprentice
tom.reeveApprentice

Add anyone as a watcherClosed

It would be great to be able to add any email addresses as incident watchers.Example Use Case: We are a chain of shops - if a till should break down and an incident is raised, the area manager should be included in the incident and be able to watch it. Best regards

9
7 years ago
Contributor
richard_11845Contributor

Supervisor action: Add note to ticketClosed

It totally is unclear when an action was actually executed. We've got a supervisor action that sends a reminder after three weeks, but don't know or it really was sent.1) The actions performed by the supervisor rule should be recorded with the ticket2) There should be an action to add a personal note to the ticket

18
Apprentice
7 years ago
Apprentice
mckennadanApprentice

Add a note to a ticket on dispatch ruleClosed

it would be great to add an auto note in Dispatcher to a ticket e.g.- Guest logs a ticket with a particular item selected - Note is added to the ticket to tell the agent "Hi Agent, remember this product isn't available in the US so keep this in mind when replying"  this would be great! as at the moment I can only "send an email to agent" for these types of things (correct me if I am wrong) 

23
7 years ago
Contributor
johannes.dohmenContributor

Placeholders in Workflow ConditionsClosed

for an automated Responce to Service Requests, we would like to use Placeholders in the Workflow Conditions. Actually, i think that this is not possible

5
Contributor
7 years ago
Apprentice
michal.debiecApprentice

Push to Slack in Time TriggersClosed

I would like to propose the simple implementation of "Push to Slack" option in Time Triggers. It is already in Creating triggers and update triggers. I do not understand why it is not in Time Triggers.Of course there is a possibility to send email to agent / group / requestor in Time Triggers, but there is no Slack.We use slack as "email killer" and it is not understandable why in this specific place push to slack is not available.Please consider and vote.

0
Apprentice
7 years ago
Apprentice
s.rahmanApprentice

Ability to create tables within a Ticket or Service ItemClosed

Hi all,Just wanted to ask if it's possible to create tables in a ticket or a service Item.For example we have a weekly check in our office which needs to be completed, so this includes checking each meeting room for their sockets, hdmi ports etc. Also checking printer ink etc.This would be handy as we could possibly use FreshService on the phone and then carry out the checks on our phone within the ticket or service item.Currently I am go around performing the checks by hand on paper.I've attached a screenshot of the tables I am looking to do.Thanks

0
Apprentice
7 years ago
Contributor
tony.stewartContributor

Probe import of AD users - new option to delete Requesters where AD user account is lockedClosed

We can use the Probe to import AD user accounts as Requesters.  However, when an AD user account is locked, the Requester record in Freshservice remains valid and usable.  Can we have an additional Probe setting to choose whether locked AD accounts will result in Requesters being automatically marked as deleted?

1
7 years ago
Apprentice
dderouinApprentice

Clearing formattingClosed

Is there already or will there be a way to clear the formatting within Freshdesk? Thanks

2
7 years ago
Apprentice
jeremyrApprentice

FreshChat: Change "Close Chat" from an "x" to a "-"Closed

I noticed that in the old Live Chat window the option to minimize the chat was the normal "-" sign to indicate minimizing. In the new FreshChat window, the option to minimize the chat is now an "x", which seems to indicate deleting or forever closing the chat, not minimizing.  Think of any browser window on a computer, the x always means that the window or application is being completely closed.  Would you consider changing the "x" back to the "-" sign so it more clearly communicates to the end user what will happen when they press the button?Thanks!

0
Apprentice
7 years ago
Contributor
matthew_12159Contributor

Freshchat - Disable Offline chat / Offline chat creates multiple ticketsClosed

In the April 2015 release note Offline chat was added meaning the Chat window is always available.There should be an option to disable the offline chat so that you can route your customers into other forms of contacting you other than the offline messages.The offline messages also create a ticket for almost every line of chat which a customer types offline which means we are getting inundated with tickets from the same person on the same issue!

7
7 years ago
Apprentice
ccollinsApprentice

Employee Onboarding enhancementsClosed

I'm excited to have the new Employee Onboarding feature but there are still some hurdles that are preventing us from fully utilizing this tool.Checklists - "Requested items" just be in a checklist form so we can mark them complete as we work through them. Dynamic Request Items - We would like to see specific fields/service request items/etc. be presented during the employee onboarding steps for HR, employee, and reporting manager based on the new hire's company, location, department, and title. Autofill Common Fields - Fields such as name, email, reporting manager, company, location, department, and title should autofill throughout the Employee Onboarding process.Hidden Request Items - We have some things that need to happen for any user that needs certain access or privilege but don't want it to be visible to the requesters. More of a "you selected this, we will also do this without you knowing" kind of set up.

1
7 years ago
Apprentice
andy.streuleApprentice

App BlockedClosed

Our internet provider recently changed the filtering to netsweeper. Since then the mobile app doesn't work.  But our helpdesk website works fine on a pc. What url(s) do we need to unblock for the app to work? Thanks

0
Apprentice
7 years ago
Apprentice
emarketingcuracaoApprentice

Restricted countryClosed

Does anybody have a solution for the maddening and seemingly random inability to call out?"Account not allowed to call this restricted country."Just trying to call Germany and the Netherlands.Not Iran or North Korea....Freshdesk customer support is a joke, they have no answers and take their sweet time not answering.

1
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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