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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
johannes.dohmenContributor

more PlaceholdersClosed

Hiwe would need a placeholder, which inserts the actually time + date

0
Contributor
7 years ago
Apprentice
nick.gattApprentice

Time sheet report enhancementClosed

The time sheet report is not very usable out of the box. To get the full picture, the time sheet report needs to be run for Tickets, Problems and Changes. The three resultant exports need to be manipulated in Excel to get the full picture for the day, which is wasteful of time. If, when editing the critera for the time sheet report, the MODULE field was changed from a pick-list to multiple tick boxes, the user could extract data from one or more module.

1
Apprentice
7 years ago
Contributor
johannes.dohmenContributor

Workflow / Supervisor able to do lookups over all ticketsClosed

with many possible automatisms we would need the possibility that the workflow automator or the supervisor has the possibility to react on attributes of all existing tickets and not only from the one

0
Contributor
7 years ago
Apprentice
matarona8080Apprentice

closed TicketsClosed

why when is see ticket volume trend report most of unresolved tickets set as closed or resolved ?also whats the last status for the ticket Closed or resolved ? 

1
7 years ago
Contributor
jamie.michalContributor

Add Tag Field for forum postsClosed

This would provide us the ability to search for 'tags' within the forums to filter the results.

5
7 years ago
Apprentice
brianaApprentice

Export TopicsClosed

I would like a way to export all topics and their likes. This way we could easily get a detailed list of our current feature requests and run more detailed analysis on them to decide which to implement. 

3
aravind.sundararajan
7 years ago
Apprentice
weronika.witkowskaApprentice

After all the new updates all previously linked Jira tasks to FD ticket goneClosed

Hi, right now I am able to see on my new FD tickets to which new Jira tasks are linked and on my NEW Jira tickets on the right sidebar menu I can see to which NEW FD ticket are linked as well. Good.However, I can not see on my all previous FD tickets to which Jira tasks they are linked. This is terrible. The information from the right sidebar dissappeard - there is no information to which Jira tickets they are linked. Of course on the old tasks in Jira right below description still there is a comment with a direct link to my FD tickets but it is not enough of course.To sum up after all the new updates all my previously linked Jira tasks to FD ticket gone. Please help me to restore it - it is extremely important to have it back.

0
Apprentice
7 years ago
Apprentice
sagar.bApprentice

ReassignmentClosed

Hello Team,So I have three different shifts covering the entire 24 hours. Let's say Shift A ends at 3 PM and Shift B starts at 2 PM. If Agent from Shift A respond to query at 1 PM and the ticket is reopened at 4 PM, it still gets assigned to Shift A agent even though Shift B agent can act on this ticket.My question is, How can system reassign the reopened ticket based on the time of the reply received from a customer? 

0
Apprentice
7 years ago
Apprentice
anja.arnholdApprentice

Delete "Solutions" and split Knowledge BaseClosed

Our Freshdesk support portal is based solely around the Knowledge base, and we've removed ticketing abilities. Currently, our "Home" and "Solutions" tabs look essentially the exact same. Is there a way to delete the Solutions tab, and create two new tabs that only contain information from their respective categories in the Knowledge Base? (I attached an image of the section we'd like to change)

0
Apprentice
7 years ago
Contributor
rbarrContributor

Treat periods in email addresses as a name separator for first and last name.Closed

Currently if someone submits a ticket from first.last@example.com, FreshDesk sets there name as First.last, with no last name, just the merged first name. Instead it should be First Last.This is far more common case than whatever it is FreshDesk is currently trying to support, if anything.I would say ~20% of email addresses we receive have this format, and we have to manually edit the customers name each time a new Contact is created, before we reply.

0
Contributor
7 years ago
Apprentice
ssnyderApprentice

Allow a File to be Attached as a Reference for a Service RequestClosed

As an agent, I would like to create a service request for desk moves for my HQ. I need to attach the floor plan so the requester can reference the desk number where their person will be moving to. Could you please add a field where an agent can attach an image or reference inside the service request?

0
Apprentice
7 years ago
Apprentice
pwalshApprentice

Include "Forward" action to rulesClosed

Hi, I was wondering if you can include the "forward to" action inside Dispatcher and Supervisor rules.Regards

25
7 years ago
mfedele
Skilled Expert
mfedeleSkilled Expert

Reports and Analytics / Agent ActivityClosed

It should be very great to have Metrics on Agents Usage.How many connections / monthTime Activity on platform....It is usefull for some of agents to see if they need a full time agent licence or One Day pass.Thanks. 

0
mfedele
Skilled Expert
7 years ago
Contributor
chris.tintaContributor

Attachment Reminder FeatureClosed

It would be a great feature if Freshdesk could identify the words ‘Attach’ or ‘Attachment’ in our replies to a client, and then look to see if we have attached a file to the reply – if no attachment exists, Freshdesk should ask if we have forgotten to attach one…….gmail does this and it’s a very intuitive function that reduces the risk of forgetting to attach an attachment.   I think this would be an awesome Freshdesk feature.

2
7 years ago
Apprentice
credeApprentice

Cloning Schedule TicketsClosed

HiI'd like to be able to clone scheduled tickets in the Scheduler.I'm having to create over 20 monthly report tickets and it would have been nice not to have to do them from scratch one at a time, instead of just having to make a few minor alterations to the fields in each one.ThanksCrede Harrison

0
Apprentice
7 years ago
Contributor
martin.huggettContributor

Quick Access Folder for FreshdeskClosed

In Freshchat, there is functionality to have a quick access folder where you can upload documents into a central place for agents to then send onto customers.This is great for the agents as they don't have to trawl through multiple folders to get to the document and great for administrators because you have control over the right document getting sent.It'd be very useful to have this functionality within Freshdesk.

0
Contributor
7 years ago
Apprentice
meg.okaApprentice

Test changes before going live/sandboxClosed

It'd be great if there was a way to test out changes that we make before they go live to customers. For example, we setup our ticket fields in a way that doesn't allow us to take advantage of dynamic fields. We'd like to change this, but have no way of testing it before going live.  Similarly, it'd be nice to be able to do more testing in general--like being able to send a test of an email notification (especially for notifications sent to customers) so we can see what it looks like before we save changes. 

4
7 years ago
Apprentice
jnillesApprentice

Add fields to Data ExportClosed

Data export is a great new feature. Really helps with some reporting needs.I would like to see Parent Ticket ID added to the available ticket fields in Data Export.Additionally I would like to see Requester Location added. You have Agent Location which isn't really useful in our reporting. But the ability to find out which location is our support driver is important.

0
Apprentice
7 years ago
Apprentice
christopher.valentineApprentice

Looking to send Ticket Volume Trends Report to Google AnalyticsClosed

I would like to send the data in the Ticket Volume Trends report to my Google Analytics and be displayed in a dashboard. Has anyone done this and how is it possible?

1
Apprentice
7 years ago
Apprentice
ovilaApprentice

Unexpected merged tickets from different customersClosed

Hi there,we just realized about some tickets which suddenly appeared with other merged tickets on it.None of our agents are unaware about having caused the undesired merging, so we believe it may be an issue within the app that mixed different threads.Anybody else with similar issues?Thanks in advance

0
Apprentice
7 years ago
Apprentice
jamie.armstrongApprentice

SSO Users and Freshdesk Login Page - Forget Password RedirectClosed

We use SSO so any user logged into our SaaS CRM can click a link and log a ticket without having to also login to our freshdesk portal. They never login directly to our support portal.Occasionally when users are having trouble logging into our CRM (forgot credentials, etc) they will use an old SSO support portal browser tab to try to log a ticket with us (this happens when they also cant use our password reset page properly) which takes them to the freshdesk login page as the previous SSO has expired/is now invalid. On the freshdesk login page they mistakenly try to use the forget password link there to reset their password (thinking they are resetting it for our SaaS CRM).We would find it useful to be able configure the link (and text) used for the forget password section on a portal login page from the default (via /a/admin/portal) to redirect users to our own forget password page for our SaaS CRM.

0
Apprentice
7 years ago
Apprentice
michael_19263Apprentice

Prevent allocation to specific agentClosed

Is it possible to have an agent who can only have tickets allocated to him/her by certain other agents? I'd like to only make it possible for two of my team to refer certain urgent tickets to our CEO, with everyone else having to go through us first.

0
Apprentice
7 years ago
Apprentice
n.thijssenApprentice

When editing a Rule it deletes the webhook triggerClosed

As the title says, whenever i edit an existing rule it sometimes removes the previously entered webhook trigger i set up.Also in Chrome the browser tries to enter my login data all over the Rule page.

1
Apprentice
7 years ago
Contributor
patrick.vanrinsveltContributor

Using Bookmarks for Admin functionsClosed

As an admin in our instance of Fresh Service and it the application all of the time, I have come up with a simple suggestion to navigate the admin screens quickly. There are a handful of functions that I go to all the time and the developers at FreshWorks had the sensibility to create a unique URL for most of those functions. So, what I do is bookmark the ones I use the most and put them in a folder. The result is quick navigation to the screens you use the most:

1
suvashini.balashanmugam
7 years ago
Apprentice
victor_19165Apprentice

More ability to customize.Closed

Hi , It would be great to be able to customize the forms more than it is at the moment. The main things I'm currently missing is selection of the grid for elements. ( Some elements to be 2 in a row, and some just single per row) Also I'm missing ability to add simple text in the forms. E.x. Resources needed: (tickbox) Microphone(tickbox) Projector etc. 

0
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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