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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
jkirkApprentice

OneDrive IntegrationClosed

You already have Office 365 connections for calendar and tasks. Round it out with OneDrive and OneDrive for Sites.  The ability to link in PDFs, detailed how-tos, or CMDB docs that need to be reused is valuable. Plus with a link to sites we can easily include links to information already published to a user (perhaps a policy document, or similar).

5
Apprentice
7 years ago
Apprentice
teri.berschneiderApprentice

Default Values for Ticket FieldsClosed

It would be very convenient to be able to set default values for ticket fields when creating a new ticket.For example, it would save our agents a lot of time if the Date field defaulted to today's date and the Agent field defaulted to the Agent creating the ticket.

1
7 years ago
Apprentice
marty_19186Apprentice

Acorn blocked my IP AddressClosed

I have been a member for a good while, auto paying my account monthly. I can log in, but I can't access anything. When I went to help, it gave me the message they blocked my IP address due to a high number of page requests. What do I need to do? Make a larger monthly payment? Help!

1
7 years ago
lyle.smith
Contributor
lyle.smithContributor

Group ApprovalsClosed

Hi Team, It would be a great improvement if an Approval could be sent to a Agent group, then Any agent in that group could then approve the change or SR, ideally the approval would change from a group name to the person who approved.Sorry this this has been raised beforeThanks

8
7 years ago
Apprentice
tammy.buiApprentice

Exclude Requester Groups From Service Items VisibilityClosed

Currently, we can create requester groups and have a service item be visible only to them. However, we are currently utilizing the "Roles" requester attribute to create the requester groups and with hundreds of different roles and for certain scenarios, it would be quicker to make a small requester group to be excluded from being able to see a service item rather than creating a huge group with all the roles minus a few that can.

2
7 years ago
Apprentice
enriqueApprentice

export csv from apiClosed

Is there a way to export the complete csv from the API? The json that throws me does not give me all the necessary information and the custom fields do not appear, I would like to have a function to push the csv to some ftp from the api.

0
Apprentice
7 years ago
Apprentice
mitch.foremanApprentice

Within Freshdesk, need the ability to sort all Unresolved tickets by CompanyClosed

Within Freshdesk, need the ability to sort all Unresolved tickets by Company

0
Apprentice
7 years ago
Apprentice
eric.wooApprentice

Ticket date formatClosed

·  Hello, I have a question regarding ticket exports in Freshdesk. When exporting tickets from Freshdesk, is there a way to format the dates such that they are in a yyy-mm-dd format. As of right now the format is dd/mm/yyy by default. dd/mm/yyy isn't recognized by excel and I have to use text to columns to re format it each time. It gets time consuming when exporting a large amount of tickets. Is there a way to have the dates on the first reply, resolution etc. timestamps in such yyy-mm-dd format when exporting? Thanks.  

0
Apprentice
7 years ago
Contributor
chuck_15113Contributor

If then placeholdersClosed

Is it possible to have the agent reply have something like the following?"If {{ticket.cf.name}} has info in it, insert that, if empty, insert {{ticket.requester.firstname}}"?

1
7 years ago
Apprentice
barisApprentice

Even we disable the notfications from dashboard, email notifications are coming stillClosed

Hi,We diasble the email notifications from our dashboard settings for agents and manager but we are still recieving these notification emails. Anybody knows why this is happening. How can we disable all email notifications for agents and managers we don't want to recieve any email notifications.

1
7 years ago
Apprentice
waimarphyoApprentice

Add new field in ticket formClosed

Now we are testing about adding new field in tickets form but that is happening error.May I know how to solve this issue and how is happening this issue?"We're sorry, but something went wrong. We've been notified about this issue and we'll take a look at it shortly."

0
Apprentice
7 years ago
Contributor
cmarriottContributor

Customisable contract fields & improvementsClosed

Hi,Could I request that the contract template is made available for editing so we can add our own fields (Eg.. Purchase Order Number)).Also can it be made possible to be able to edit the notified user once the contract is approved.Finally a method of exporting the contracts to a CSV or Excel would be beneficial.

7
7 years ago
Apprentice
office_19620Apprentice

Import all Emails from ServerClosed

Hello,i need to import from a Webserver all 3000 Emails in Freshdesk.Now is import only 10 Emails . Thank you in Advance !Ken 

0
Apprentice
7 years ago
Apprentice
shane_18661Apprentice

Freshdesk Specialists?Closed

Are there any suggestions for people who can configure freshdesk?We need help with scenarios and automations. We're 90% configured but we seem to keep hitting roadblocks.Willing to hire someone who can help create 15-30 automations. 

0
Apprentice
7 years ago
Contributor
dmckennaContributor

BOT ticket raising - Make it direct to the actual ticket formClosed

We have ticket fields that require very specific information so when the bot says it doesn't know the answer to something and offers the customer to create a ticket it simply gets their email address and raises one. This is not helpful at all as the ticket contains useless information (missing 90% of what we need from the customer).Instead of creating this useless missing info ticket can that "Create ticket" button instead open our ticket form so they can create the actual full ticket? This is probably our biggest barrier to wider use of the bot. This is still not updated after I raised it here over a year ago! it seems so simple!!!https://support.freshdesk.com/support/discussions/topics/320489?page=1

0
Contributor
7 years ago
Contributor
reese.freemanContributor

Ability to create child tickets in scenariosClosed

For our service requests and some incidents, we used to spawn off a collection of child tickets for the tasks for items such as new employees (add to AD, add to maps, add to staff directory, etc), and those could be assigned to people. I'm aware of the functionality of tasks in Freshservice, but it doesn't quite meet the mark because tasks do not show anywhere except the dashboard and the calendar, and we want them to be in their ticket queue instead.

15
7 years ago
Apprentice
simon.taylorApprentice

"Thank you" detectorClosed

Please implement Freshdesk's new "Thank you" detector in Freshservice."Thank you" detectorWith Freddy, our AI engine, automations can detect when your customers respond thanking you for your support. Only tickets that need the attention of your team are reopened. This way, your reporting metrics do not get skewed.

7
Apprentice
7 years ago
Apprentice
candsstantonApprentice

My 20 cogs accountClosed

I was unable to use my account as it was closed I know want to use it have just changed my password but still am unsure wether account is now back for use

1
Apprentice
7 years ago
Apprentice
tyler.smithApprentice

Suggested Canned Responses and SolutionsClosed

It would be helpful to implement suggested Canned Responses and Solutions for agents based off of either the ticket subject or while reply is being drafted. Our team has over 165 Canned Responses, plus over 80 Solutions and it's difficult for individuals to know if there is an applicable Canned Response or Solution without having to search in every ticket.We already have a similar feature working from the customer perspective in the portal interface. As the customer is submitting the ticket suggested Solutions populate based off of keywords.

1
7 years ago
Apprentice
nick.gattApprentice

Requester groups - better conditions and logic requiredClosed

The conditional logic that adds a requester to a group seems to use the full source field field. So, to create a group of Directors, I need ten conditions. One condition says to add the Finance Director based on his title of Finance Director. Another condition adds the Marketing director by title. But when a new Director title appears in the organisation, it is a manual job to jump back into FreshService admin and edit the logic.Something that is much more flexible would be operators. For example, I should be able to create a condition that says "If Title CONTAINS "Director" then add to the group. Ditto again for STARTS WITH, ENDS WITH, DOES NOT CONTAIN, DOES NOT CONTAIN DATA, CONTAINS DATA.I need the rules to be flexible and grow with the organisation and not require editing every time a new employee joins with a job title that is also new.

1
Contributor
7 years ago
Apprentice
credeApprentice

Managed Services Provider - Business HoursClosed

I work for an MSP, I am aware that business hours can be assigned to an agent, however, I'd like the option to be able to assign business hours to companies/departments.I have multiple clients who are on the east coast of Australia and we are based on the west coast and we use the same agents to facilitate all our clients. This makes it difficult for me to track the SLA's between states.Please add this feature for MSP's.ThanksCrede Harrison

2
Contributor
7 years ago
Apprentice
mburkeApprentice

Making Solutions Available to Certain Unrelated IndividualsClosed

As we increase the number of published Solutions, there are more scenarios where I want certain unrelated individuals to have access to certain Solutions articles. For example, we have about 6 people of varying departments who utilize an online conference call service. I don't want all my users to have access to this article, just those 6 individuals. I can't use Requester Groups because there isn't a criteria that those 6 all have in common.If possible, provide a way for individual users to be assigned visibility to Solutions, or create a new Group Type and allow that group to be assigned visibility to Solutions.

2
Contributor
7 years ago
Contributor
brie.taylorContributor

Improved Software FilteringClosed

We've just rolled out Fresh Service and have implemented the Probe and Agent across different resources, as a result we have currently got 7993 Software items all of which we want to categorize and assign a status to.At the moment when accessing Software we can only view ALL Software, Managed, Ignored, or Blacklisted.We'd like an additional option for 'Requires Review' or similar for items where a status has not been set.As it is still in Beta I expect we'll see improved filter options and interactivity in the future however this is something that would help us straight away.

0
Contributor
7 years ago
Apprentice
ranApprentice

Training the BOTClosed

I will first start by saying that I love the BOT.With that said, you (FreshDesk)need to have some work on it to improve it.Asking questions:Currently the BOT does not ask any questions when it cannot have an answer - it still tries to pull a solution from the KB and provides poor service.For a statement by the user saying "it does not work" - the BOT should learn to ask a followup question (that we can provide and map), asking things like - 'Did you receive any kind of error?', 'Please elaborate on the issue' or simply ask the user to rephrase the question.Answers not through articles:The bot doesn't know how to cope with basic questions that users do tend to ask BOTs, like - what is your name? are you real? things that are related to the BOT and should not reside in an article.Selecting a specific answer: (Agent side)When you set up the BOT - you go on asking it many questions to see how it answers, mapping the relevant answers when the BOT fails to do so on its own.With that said - you completely ignore the mapping - still giving the user three options to choose from. What is the mapping for if you ignore it?Why not return the answer I just mapped?Selecting a specific answer: (User side)When I ask a user as a user - I get three optional results.After I clicked on one - i cannot mark it as the correct answer.Instead - I need to go back after reading it and tell the bot that his 3 answers were helpful.How will the BOT learn which of the three was correct?If you are a FreshDesk user and you have any workarounds - please share!

0
Apprentice
7 years ago
Contributor
sjoyceContributor

Create a ticket from User/AssetClosed

Sometimes it is useful to create a ticket when viewing a user or asset that is attached to that user/asset.For example, I am browsing through the assets and I notice that the firmware is not upt o date on a switch, it would be great to launch a ticket or change request and the asset is automatically attached to the ticket.

2
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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