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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
jens.hartmannContributor

AzureAD - Asset Management not usableClosed

We have many customers which are using AzureAD only. We are using the FS Agent but we get no information about the user or we can't fill automatically the company field etc..Do you have plans to increase the MS Cloud Support?

0
Contributor
7 years ago
Contributor
stefan.letkoContributor

Advanced reports on Automations that haven't been executedClosed

Hello, With the new automations, we have the possibility to audit the execution of rules in last 7 days.It would be great to have 1 - the ability to filter or to have a report dashboard to display quickly all the rules that haven't been executed for analysis and eventually for cleaning2 - to extend the period of the audit log to more than 7 daysThis would be very handy for customers having large amount of rules.WDYT ?Regards, Stefan

0
Contributor
7 years ago
Contributor
tony.stewartContributor

Choose which portal interface to set as default for new RequestersClosed

It is possible to make available to Requesters both the Conversational and the Classic portal interfaces, however it always defaults to the Conversational interface when a new Requester first visits the portal.  I would like to be able to choose which portal interface is the default for new Requesters, so I can set the Classic interface as the default if I wish to.

1
Contributor
7 years ago
Contributor
laurence.hendyContributor

Supplier Account ManagementClosed

A feature to allow us to manage and record supplier review meetings would be handy, ie we could schedule meetings from within the application and invite suppliers, log the outcomes of meetings and add notes for future review, and set reminders to remind us to book in review meetings with suppliers.

0
Contributor
7 years ago
Contributor
leigh.websterContributor

The ability to @mention a requester/agent to collaborate on a requestClosed

Would be super useful if requesters could @mention other requesters if they wanted to collaborate together on a request. They would only then receive the message that they were @mentioned in and not every single message thereafter.Rather than using the Add People button where you have to type in email addresses, this would make it much easier and faster to collaborate. The Add People button could be used to Add External People still.

0
Contributor
7 years ago
Apprentice
sbauerApprentice

Placeholders in Agent SignatureClosed

It would be nice if it would also be possible to use placeholders in the agent signature. I don't understand why everywhere placeholders are possible, but there - not.

13
7 years ago
Apprentice
jandrewsApprentice

Improved QuestsClosed

Need to add improvements to the questing. Adding more granular control such as being able to specify particular requester's or categories. This would be a good way of getting different members of the team to try and take on more taxing tickets and challenge themselves more.

1
7 years ago
Apprentice
jphApprentice

More than 2 dynamic formsClosed

Hi, with the dynamic forms, we have two things. One: The feature have the limit to create two dynamic forms. The app does not have the notify when you create more than 2 dynamic ticket and you dont know if its a problem or if its a normal funtion of the platform. Two: Usually, we need more than 2 dynamic forms, so would be great if we can create 4 at less. 

5
7 years ago
Apprentice
michael.parsonsApprentice

Asset management Hardware End of life and notificationClosed

I'm looking for a way to manually add an end of life date for our hardware and create notifications/reports based on this information 

0
Apprentice
7 years ago
Contributor
jessica.hyncikContributor

Adding usersClosed

If I want to add an existing user to another project I have to type out their full email address or copy/paste from another place. It would be nice if I could start typing a couple letters and get a list of existing users to choose from. 

1
7 years ago
Apprentice
simon_17313Apprentice

Welcome EmailClosed

Ability to send a welcome email to newly added users would be excellent.Being able to have an email from the Helpdesk with information on how they access various resources and request help etc.I don't know of any other helpdesk that does thisThanksSimon

0
Apprentice
7 years ago
Contributor
info_19685Contributor

SIgnature in TicketsClosed

 HiIn my Ticket answers, the signature is not displayed.Where can I "switch-on" the signature? ( I have defined one)Thanks Markus

0
Contributor
7 years ago
Contributor
nick.sykesContributor

Allow managers to view tickets down the hierarchyClosed

Similar to the function where where you can check a box to allow someone to view all tickets for a department it would be fantastic if I could grant that ability for managers. When this is enabled it should allow a requester to view tickets that were submitted by people who have that requester listed as their manager. Thanks!

2
7 years ago
Contributor
skenleyContributor

Confirm email address valueClosed

We have had several instances where the customer misspelled their email address, and consequently did not receive any response from us when we responded to the ticket. This has made them very upset. I'm thinking it might be a good idea to implement a second, "confirmation" field for the email value, to help mitigate this issue.

2
Contributor
7 years ago
Contributor
leigh.websterContributor

New Field Type - URLClosed

It would be good to have a field type that would allow users to place a URL that can be clicked. Currently users can enter a URL into a free form field, but then they need to copy + paste the URL into their address bar.

1
Contributor
7 years ago
Apprentice
mangoorangeApprentice

Integration with 3rd party angular based SPA web applicationClosed

Hi,WE have our current Angular based SPA application which we would like to integrate within Freshdesk ticketing system.  It would be like a IFRAME on ticket page which will render our application and agent who is working on ticket can use our application in IFRAME.I installed Freshdesk CLI and tried to create sample freshdesk app and it did show up in ticket window, but now when I tried to create another app using "fdk create", it does not even go to next step.My questions:1. can you direct me to correct documentation which will guide me step by step how I can integrate my SPA application in freshdesk using IFRAME apporach?2. can you share some examples?3.  How can I direct freshdesk logged in agent to our SPA url within IFRAME, where our application will authorize freshdesk logged in agent to view our app?Thanks in advance.

0
Apprentice
7 years ago
Apprentice
renfroetomApprentice

Trouble starting Sling through RokuClosed

I am having trouble starting Sling (for the first time) through my Roku device. I am first getting Error Code 10-100. Then when I do the forced restart of Sling by forcing a restart of the Roku device, I am getting Error Code 12-35. Need help!

0
Apprentice
7 years ago
Apprentice
honkarApprentice

Freshdesk v1 API callsClosed

Hello ,Freshdesk version 1 API calls have been deprecated , but is there an end date when it will cease it work? Since I see some v1 API calls still working and some aren't.

0
Apprentice
7 years ago
Apprentice
dev_15676Apprentice

External URL In CTI IFrameClosed

Hey Team Is it possible for us to load an external url (instead of local html files) in CTI integration with Freshdesk?

0
Apprentice
7 years ago
Apprentice
robinredd74Apprentice

RaRetirement grant for the update project for Grove and the resurs ionClosed

The update is For the other received my badge and service is for the distribution of the recovery process of the property in the record I have booked a ticket for the game tonight so I can get the money from you an invoice for the work 

0
Apprentice
7 years ago
Contributor
zachContributor

Keyboard AutoText ShortcutsClosed

In our previous system, it was possible to define autotext shortcuts, so-called "snippets". Entering the shortcut in a ticket description and then pressing the tilde key (right above the tab key) would automatically insert the associated text, making it really easy and fast to write sophisticated messages. For example, if I entered "q`" it would automatically expand to "Please let me know if you have any questions. ". These snippets could be defined for a user or system-wide. It would be great if you could implement this in Freshdesk :-)

7
aravind.sundararajan
7 years ago
Contributor
businessdad75Contributor

Out of hours automated repliesClosed

Not sure if this has already been suggested, but it would be nice to have the possibility to set an auto-reply that indicates that the offices are closed, rather than sending the standard one. That is, when a customer sends a reply to the system, an automated response informs him that the message has been received, and that we are closed and we will look at it later (indicating the date).Some lateral thinkingA slightly more complicated, but also more flexible solution would be to allow some kind of scripting in the messages, so that they can be dynamically generated depending on the criteria. To make a Smarty-like example: {if $OfficeClosed} Our offices are currently closed... {else} We have received your request... {/if} 

4
support_11849
7 years ago
Apprentice
bfish_19413Apprentice

Requester Groups for Automation and ApprovalsClosed

Requester groups need a lot of love.  Their use is extremely limited and lack basic functionality that other more robust systems like Ivanti and ServiceNow have.With a requester group I should be able to:Restrict Service Catalog Categories (Only works on individual items)Automate ticket workflows (For example, set priority or send notification when someone in the VIP group submits a ticket)Send an approval to a group (For example, a request for Salesforce access requires approval from one of two individuals in the "Salesforce Business Owners" groupLike others have requested, we should be able to manually add users to a requester group.#3 is a big one for properly managing approvals.  The workaround is to enter individual names into the workflow, but that is a nightmare to maintain.

3
Contributor
7 years ago
Apprentice
jandrewsApprentice

Outlook add inClosed

A user add in for Outlook would be great. Searching the subject and body of the email and suggesting solutions and articles would be great. We have some senior members of management who find it easier to still email instead of using the portal so it would be good to still offer them solutions on the fly.

1
7 years ago
Contributor
rreesContributor

CAB ApprovalsClosed

Hi everyone, hoping someone can assist.We follow ITIL and wanted to see how you've solved the below.  When a normal change is submitted we review the change in CAB prior to marking it as approved/ready for deployment.On the Change screen, when I request to approve, I can only check the names I want to then send emails to for them to approve.  We review the changes in real time, so it would be nice that we can check the names of the members who attended CAB and mark as approved, thus reducing the need for the email to go out.Has anyone else found a way around this?  We want to capture WHO is approving (in real time during CAB) but not have to wait for those people to hit an approved button via email/the app.

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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