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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
credeApprentice

Adding Change FieldsClosed

So I just discovered that the fields within Changes are hardcoded DOM elements.I wanted to add a Post Verification Test field between the rollout plan and the backout plan as the change request does not have a testing field. This cannot be done.Its seems like a simple thing to be able to update the form fields, why are these hardcoded? Can there please be a testing field added to the Change record.

0
Apprentice
7 years ago
lyle.smith
Contributor
lyle.smithContributor

My Groups Task In DashboardClosed

Hi Team, It would be great to be able to adjust the custom dashboard Task feature to include "My Groups Tasks" rather than only having the agents. Thanks

1
sundararajan.srinivasan
7 years ago
Apprentice
todd.tompkinsApprentice

Follow up Auto RemindersClosed

It would be great if there was a feature to either reopen or remind the assigned agent to do something on a ticket. This would be something that is set each time and not a rule that could run and remind someone. 

2
Apprentice
7 years ago
Apprentice
bstearnsApprentice

How to screenpop create contact using interface apiClosed

I want to be able to use interface api i.e  client.interface.trigger('click', {id : 'newContact'}) is it possible to pull a new contact page upon a new CTI interaction?

0
Apprentice
7 years ago
Contributor
johannes.dohmenContributor

SLA breach actionsClosed

actually it is only possible to escalate a ticket by mail, in follow a SLA breach. but we would like to do other things, like add a watcher or reassign the ticket, or so on

1
Contributor
7 years ago
Apprentice
lauren.jacobsonApprentice

Ticket Volume Trends Report: Closed TicketsClosed

Hi there! How am I able to view closed tickets in the past month in the ticket volume trends report? Are closed tickets included in the report of resolved tickets?We have our rule to set to closed after 30 days

1
7 years ago
Contributor
ajohnsonContributor

Keyword search within ticket resultsClosed

I'm very excited to have the ability to search "all" and "none" in the ticket filters now, thanks a million!  I have another improvement which I think would really bring ticket search home.I have customers who have many tickets.  I would like to be able to use the ticket search functionality to filter ticket to a specific customer and then use a keyword search functionality to further filter them.Example:  Search for all the tickets for Customer A in the last 30 days that have the keyword "Pickle" in them.

2
7 years ago
Apprentice
lebenmadriagaApprentice

How can i change my freshdesk url?Closed

Hello there,when i try to register my account then came out the url is in my name not with my company? why did it happen i never setup a url? so how can i change it? Thanks

1
7 years ago
Apprentice
doronApprentice

Requests and incidents category / categorial reportClosed

It would be handy to have some kind of request and incidents categories, in order to determine which category cost agents more / most of their times. Once this information is available management consideration can be made in order to look for reducing the time consumers or applying different business workflow. It might be achieved using tags, However reports with tag filtering should be added.

11
7 years ago
Contributor
a.shafiContributor

Requester GroupClosed

Hi, Why i cannot add requester to a group manually? In my opinion this is something fundamental. Thanks

5
Contributor
7 years ago
Contributor
johannes.dohmenContributor

trigger default notificationsClosed

we want to trigger the default notifications by workflow automator. is that possible?

3
7 years ago
Contributor
johannes.dohmenContributor

FreshService API enhancementClosed

we want to be able to merge tickets by using the http APIis that possible? actually we didnt found this function in the documentation

0
Contributor
7 years ago
Contributor
detalleyContributor

Feature Request: Visual indication of new note/DiscussionClosed

When another technician in the service system replies to a ticket they have created and a note is created(as it normally is) or when a technician who is not the assigned technician manually creates a note on a ticket, it would be of great benefit to have a visual notification similar to how we have 'requester responded', 'new' or 'overdue' similar to the image below:As it stands presently, if a technician does not check the ticket manually, it is possible that the ticket will go unresolved for quite some time as there is no visual notification that the requester has responded within the Service Desk page.

0
Contributor
7 years ago
Apprentice
santiagoApprentice

Allow to add/remove tags from Mailchimp contactsClosed

It would be really nice if we could add/remove tags from Mailchimp contacts.We use Mailchimp tags a lot, and it would be nice to be able to add some tags right after adding the contact to our Mailchimp list from within Freshdesk dashboard.

0
Apprentice
7 years ago
Contributor
johannes.dohmenContributor

trigger default mails by workflow automatorClosed

to use mail notifications by more detail, we would like to trigger the default mail notifications by the workflow automator, so we would be able to decide, ob a agent or customer gets a mail or not by multiple conditions

2
Contributor
7 years ago
Contributor
johannes.dohmenContributor

public notes by defaultClosed

we want to set the default setting for notes to public, instead of private

2
Contributor
7 years ago
Contributor
cmarriottContributor

Option to not be notified of ticket closure in notification centreClosed

Hi Folks,Would it be possible to add an option to no be notified when a ticket status changes from resolved to closed, please?I'm finding that this populates a lot of unwanted noise in the notification tool and would personally gain more benefit from it without being alerted to closures

2
Contributor
7 years ago
Apprentice
kristian.mannApprentice

Agent Ticket Summary downloadClosed

The Agent Ticket Summary report is very informative, but it is only visible on the screen.  It would be great if it was available to download as a PDF, and even better, be available to schedule an email with it.

1
7 years ago
Apprentice
support_13439Apprentice

Edit the default message when merging ticketsClosed

Are there any plans to introduce an option to edit the default notes added to merged tickets? At present we can edit the notes when tickets are merged, which is fine, but it would be useful for us if we could set the default option for these to be publicly visible.

1
7 years ago
Contributor
john.letourneauContributor

JIRA Sync Supporting Multiple Freshdesk Tickets To Single JIRA TicketClosed

We use Freshdesk to track our support tickets while our development team uses JIRA to track their projects.  We like to tie support tickets to JIRA tickets to help assist in the prioritization of work.  Currently with Freshdesk, each Freshdesk ticket would need its own JIRA ticket.  This creates clutter in JIRA.  Freshdesk should be able to associate multiple tickets to a single JIRA ticket with full sync.From Freshdesk support:On analyzing the video file that you have sent, I could see that you have associated multiple freshdesk tickets to a single jira ticket. Our current model supports only one to one association.  Please create a new jira issue and a ticket in freshdesk and associate both. Check whether the comments are getting added properly.

3
7 years ago
Apprentice
s.hakkerApprentice

JIRA creating new issue blank pageClosed

Hi,Whenever we try to create a new Issue using the Atlassian Jira app, a blak screen appears on the right side of the page, but nothing happens. We are unable to create a new Jira.We have an account linked in the Jira app settings and it should have all the necessary rights. Any idea's what is going wrong?

3
Apprentice
7 years ago
Apprentice
ybellefeuilleApprentice

Hiding Asset FieldsClosed

It would be great to be able to hide some default asset fieldsFor example, when I add an IP Phone, I would like to hide fields such as Domain, Serial Number, Warranty under Hardware Properties. Or even, Department, Managed By and Managed By Group under Assignment.All in all, it would be nice to hide any default asset field of our choosing.Thanks!!!

1
Apprentice
7 years ago
Apprentice
rebecca.wilcoxApprentice

Notification to new contact when the contact is changedClosed

When a ticket is logged, the initial contact receives a requester notification that their ticket has been created, however if the contact for the ticket is changed, the new contact does not receive a notification.  We would like the option to notify the new contact that the ticket has been logged for them.

0
Apprentice
7 years ago
Contributor
daniel.youngContributor

Custom Tables/DataClosed

Hi, It would be awesome to be able to create custom tables and fields to extend FD, so add tables to store customer equipment for example so then each ticket is linked to a serialised piece of equipment. But with tables/fields and custom Business Rules we can extend how we need with only one codebase for FD. Thanks Dan

5
7 years ago
Contributor
thanos.massiasContributor

For deleted tickets, show the agent/rule that deleted them and the time they were deleted.Closed

For deleted tickets ( those in Trash ) I'd like to see who was the agent that deleted them and when. In case that a ticket was deleted by a Dispatch'r, Supervisor or  Observer rule, I'd like to see the name of the rule. I would like to see this information on the individual ticket page. I mostly care about the last agent/rule that deleted the ticket ( in case it was deleted, restored and then deleted again ), though the full deletion/restoration history would be welcome. The motivation for that request is that, when I browse Trash and spot a ticket that looks like it does not belong there I would like to speak with the agent or find the rule that deleted it. Perhaps the ticket was deleted by human mistake or a faulty rule or perhaps the agent should have marked it as spam instead of deleting it.

6
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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