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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
kkhalilContributor

FreshDesk Features In FreshServiceClosed

So, I try to monitor the FreshDesk forums for improvements that I'd like to see in FreshService. This is one of them: Skill-based automatic ticket assigning: The capability to assign tickets automatically to appropriate agents. Is there a plan to implement this in FS? Also, is there a plan to change the way the development of these two platforms is handled to make it easier to simultaneously release new features? Thanks.

1
Contributor
7 years ago
Apprentice
jandrewsApprentice

Improved Jira integrationClosed

Have it so the Jira integration doesn't add all comments as one person, usually me in Jira. Add support for the Freshservice Project module into the Jira integration. Managing projects in Jira through the Fresh project interface would be great. Include the project module in the Freshservice mobile app.

0
Apprentice
7 years ago
Apprentice
martin.chileApprentice

Integrate O365 with FreshServices.Closed

 Integrate O365 with FreshServices.

1
Apprentice
7 years ago
Apprentice
jandrewsApprentice

Projects integrationClosed

An API for the project module in Fresh service.

0
Apprentice
7 years ago
Contributor
gwelstedContributor

Show more info on the expense screen when viewing asset expensesClosed

I would like to see more info when looking at expenses:currently, you see this:I would like to see the description and date (you can enter it when you add the expense) as well as a total of all expenses for that asset.

2
Contributor
7 years ago
Skilled Expert
richard.nallySkilled Expert

Colour Background Accross Ticket Status on Ticket Over viewClosed

 HelloWould be good to add more color to a ticket when viewing the list - for example I would like to see all my tickets of the same subject clearly with a different colour so they stand out - a filler colour accross the width of the details would help. This would also help for urgent tickets as the background could be red.Thanks

0
Skilled Expert
7 years ago
Skilled Expert
martin.jSkilled Expert

Additional Requesters to tickets. Manager accessClosed

We often have the need to managers to view tickets logged by their staff, or tickets that they had originally been sent an approval notification to.Can we PLEASE have the option to add additional requesters/manager access to tickets, and also permission to view tickets that you had approved/denied. I know under Pending approvals, you can see teh ticket details, but once you approve/deny it, you can no longer go and view that ticket. Would be great to have a filter for 'Aproved/Denied' and show all historic tickets too.I know there is an option for requesters to 'view all department' tickets, but that opens up way too many tickets that a manager should see. 

0
Skilled Expert
7 years ago
Contributor
johannes.dohmenContributor

Workflow Automator / Event TriggersClosed

we need a workflow automator filter for events to distinguish whether the event was triggered by the assigned agent or by others

0
Contributor
7 years ago
Contributor
davenContributor

Google Team DrivesClosed

Firstly, it is great news that the Freshdesk Mint interface has the ability to link to Google Drive now -- https://apps.freshdesk.com/google_drive/    Nice Work !However, one of the more important features of Google GSuite are Team Drives -- the Google Drive link above only gives access to an individual users "MyDrive"... when, what would be far more beneficial would be access to Google Team Drives .This would allow the ability to have a shared drive area that would work both in _and out_ of Freshdesk, for the whole helpdesk team.

8
7 years ago
Apprentice
jeanlouisApprentice

Reverting back to old freshdeskClosed

Hi, is it possible to revert sacomputers.freshdesk.com back to the old freshdesk version.The Mint is really causing issues with timelogging, as we are not able to select projects to allocate time to.Also in certain scenario's companies are linked and we cant select who to bill.

0
Apprentice
7 years ago
Contributor
stephen.shephardContributor

Improve Asset Visibility and Navigation for MSPsClosed

Improve Asset Navigation for MSPsWe designate assets as owned by different customers/companies. Even though I can create custom CMDB views to restrict my view to a single customer, if I expand the CMDB hierarchy and try to filter by this, it overrides the filter I applied in the view. For instance if I select a custom view for all assets belonging to Customer A, and then open the hierarchy and select Hardware/Computer/Laptop, it shows me laptops from all Customers. The workaround seems to be to create another custom view/filter for CustomerA/Laptops, but you can imagine how many permutations you'd end up with in this model. Suggested Change: Allow navigation of the CMDB Hierarchy within a selected View. For instance, I select a custom view for Customer A, an then can move around the hierarchy within that customer's CMDB.Let Some Users Have Read-Only View of Assets assigned to their CompanyI would like the ability to let a designated Company Head or group to have read-only visibility into their CMDB (for this, all assets in the CMDB belonging to their company). I guess I could automate creation and delivery of a report using the API and customizing their portal with a button to trigger this but it seems like a lot of work, vs just turning this into a valuable feature. Like if a customer wants to view their laptop inventory, why not let them? Suggested Change: First just create a button that will email the customer a CSV of assets in belonging to their company. Eventually provide online visibility into this. 

3
7 years ago
Apprentice
jbauerApprentice

How do you hide author names on articles?Closed

I came across this switch somewhere to not show the authors of on solution articles but now I can't find it.  Can someone point me to where that switch is?

2
Apprentice
7 years ago
Apprentice
david.stephensonApprentice

Re-arrange "Additional Items" on a Service ItemClosed

We can re-arrange Service Categories, but we're unable to re-arrange the additional Service Items when we want to link multiple child requests under a parent request.Right now, the only work around is to remove all of the additional items and add them in the reverse order you want them to appear in.

3
Apprentice
7 years ago
Apprentice
shawn_16120Apprentice

ticket_sidebar app: Is it possible to auto open an important custom app on EVERY ticket on initialization?Closed

We have developed an important integration with our software platform that allows us to solve most support requests from within freshdesk through a ticket sidebar iframe app.However currently we have to click the heading of the app every time we load a ticket.Is it possible to have it auto open on every single ticket?

0
Apprentice
7 years ago
Apprentice
noahcaplan2Apprentice

Button sizeClosed

How can I increase the new ticket button's size on my freshdesk portal?

0
Apprentice
7 years ago
Apprentice
jandrewsApprentice

Announcements improvementsClosed

Please improve the announcements function. We would like to be able to insert solutions (links and content) and use the same formatting functions as the solutions. Also being able to convert solutions to announcements and vice versa would be great.Basically the announcements could be a really good tool, but it's functionally useless at the moment.

0
Apprentice
7 years ago
Contributor
troyContributor

Xero Integration with MintClosed

We were big fans and users of the Xero integration with Freshdesk - has enabled us to streamline billing and invoicing. However with the recent upgrade to Mint - the Xero integration is no longer :(

41
7 years ago
Apprentice
bwieltspodcastApprentice

Overdue label appears based on ticket's creation dateClosed

Currently, the "Overdue" label shows as "Overdue by X days" even if the ticket was just reopened few hours ago (customer responded).The "X days" is being calculated based on the ticket's creation date. We need the Overdue label to appear based on the time the ticket was reopened since our goal is to respond within 24 hours. Can someone help me, please?Thanks!

2
Apprentice
7 years ago
Contributor
chris.tintaContributor

Ability to DOWNLOAD ALL ATTACHMENTS to a ticket...instead of one at a timeClosed

Hey,It would be great if there was a 'Download all attachments' function....sometimes we have 10+ attachments to a ticket and we need to download one at a time....

20
7 years ago
Contributor
johannes.dohmenContributor

list autoassignment in activity logClosed

I would like the ticket assignments performed by autoassignment to be listed in the activity log

0
Contributor
7 years ago
Contributor
jacobContributor

Allow users to delete their helpdesk accountsClosed

Can you add a function in the user's profile allowing them to delete their account? This would only be for agents and users and would be separate from the "Cancel my account" function which deletes the whole helpdesk. This delete account function would not be available for the helpdesk owner as this would render the helpdesk broken.

26
7 years ago
Apprentice
patrick.nijsApprentice

Spam from RussianClosed

For the 2nd time in 3 months we are getting thousands of spam mails from Russia.First time it appears Captcha was not enabled, which we would expect to be active as a default for platform that is being charged.Now it is even worse and we are attacked by e-mails to the standard forward to address. We used Dispatcher rules, but actually we expect Freshdesk to have a SPAM filter avoiding these attacks. 

1
7 years ago
Contributor
thanos.massiasContributor

Date Format option in Admin HelpdeskClosed

In the same way that there is a Date Format option in Admin > Helpdesk I would like to also have a Time Format option so that I can select between a 12-hour ( AM/PM ) and a 24-hour representation of time. The 24-hour time representation should have a 2-digit format for both hours and minutes ( as in  07:03 ).

9
7 years ago
Apprentice
gainerpApprentice

spamClosed

I am spammed with tickets from a russian or chinese text.Please support on stopping this immediately

2
7 years ago
Contributor
len.smithContributor

Allow Agent to Choose Conversation History Sort OrderClosed

We prefer that Conversation History be sorted so the latest response is at the top.  At the moment, ours is at the bottom.  Please consider providing some means to allow an Agent to decide how they would like Conversation History to be sorted.  This selection should be remembered for an Agent so it's the same in every ticket until they decide to change it.

2
aravind.sundararajan
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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