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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
scott.willettContributor

Allow agents to create new tickets and specify the source without having to alter the source field in the ticketClosed

Eg: An agent on the service desk would often have the new ticket page open to process incidents / requests coming in from chat, phone, email. Currently you have to create the ticket, then open the ticket to change the source. Would be good to allow agents to specify the field on the page and save a step (and then use the "save and create another ticket" button)

2
7 years ago
Apprentice
sduffusApprentice

Email alerts for status changes outside of business hoursClosed

We'd like to set up an observer/dispatcher rule to email an alert out to our on-call engineers when the status of a ticket changes outwith business hours. Is it possible to get a during/outside business hours condition added?

0
Apprentice
7 years ago
Apprentice
t.manionApprentice

More fonts pleaseClosed

Hi,The text editor for automatic responses is great, however is there any chance you can add some more please, specifically Calibri? Also another good feature would be a way to change the font of the entire helpdesk rather than just individual parts, i.e. changing the font on your portal, all your responses etc. with one click.Thanks,Tom

5
7 years ago
ady
Contributor
adyContributor

Canonical tag for help articles (meta data)Closed

I'd like to add a canonical tag to each of my articles so that we're not penalised by Google by having similar content on our blog and our help centre.

1
ady
Contributor
7 years ago
Apprentice
aaron.boundyApprentice

Your Name - helpdesk_ticket[name]Closed

We are testing Freshdesk to  be our customer portal behind our website.We do not wish our customers to have to register to submit a ticket however we are struggling with "your name" which is the field helpdesk_ticket[name].How can we make this field mandatory for new addresses?Can it be done by adding some jquery or javascript to the new ticket page?Alternatively can we intercept the submit button to populate the field with the contents of a first & last name custom field?

0
Apprentice
7 years ago
Apprentice
brian_18852Apprentice

Filter incoming tickets by pattern matchingClosed

Is it possible to filter incoming tickets on a pattern?For example using regular expressions or something similar to identify if a given string pattern is in the ticket and set a priority level and/or assign it to a specific rep.Thanks,Brian

2
Apprentice
7 years ago
Apprentice
nick_17970Apprentice

getting better data out of your reportsClosed

It will be a great feature, if we where able to set mathematics in our reports.For example how many percentage of the total tickets are SLA based for our costumers.How high is the uptime of a System in SLA, in comparison with the total spent time of al the tickets of that specific system. The system could be a costum field which the agent can make for himself.a quick example:we have a SLA of 90% we have one system that in one year has 9 incidents which each has taken 15 hours to solve.our total Uptime of 100% is 1500 hours in a year.so my mathematic chart i would like to add to the report is uptime of past year =(9*15)/1500=91%It would be even greater if we can add more KPI's, like uptime in percentage and workhours, number of incidents a year etc.

0
Apprentice
7 years ago
Apprentice
kieran_12941Apprentice

Slack Integration - Requester ResponseClosed

Hi,Love using the slack integration.I would love it if it were possible to notify a channel on a customer response, rather than on a public note. This would allow our support team to monitor responses from customer, not also see every response made by our support team as well. (shows as a public note)Please do let me know if this is a config error on my part.

4
7 years ago
Apprentice
lschiebelApprentice

Link ScanningClosed

Does anyone know if Freshdesk does any sort of link scanning on emails/tickets that come in?We are using a 3rd party service to do some anti-phishing training. We ask users to forward any suspected phishing e-mails to our helpdesk address (which goes to freshdesk). Some users are being flagged as having clicked a link in the test phishing message, but they insist they didn't (which I know may be them just lying). So we're just trying to rule out Freshdesk as a possible cause of the "click". So does anyone know if freshdesk does any sort of scanning of links, which could cause them to be viewed as clicked by the anti-phishing company?

0
Apprentice
7 years ago
Contributor
dlambrechtContributor

Integration of OmnitrackerClosed

Hi Like you have integration with JIRA it would be greate to have this for OMNITRACKER. Kind Regards, David

1
Contributor
7 years ago
Contributor
jfContributor

Mint - Solutions - Grammarly does not load (browser extension)Closed

Using old Fresh, we could use Grammarly (browser extension).When we switched to Mint, Grammarly no longer works (in Solutions).We have now switched back to old FreshCan we get Grammarly working with Mint Solutions, please?

1
7 years ago
Contributor
johannes.dohmenContributor

3rd level integration / mail functionsClosed

we use FreshService in MSP mode and we transfere tickets which coming in by mail to another ticketsystem like which is hostet by Microsoft or Blackberry.Now, the problem is: if me set the 3rd level as requester, and the 3rd level answere a ticket by mail, freshservice record this mail as "public Note", first, freshservice removes the ticket-ID in the subject from the secondary ticket system. Further we are not able to foward the responce from 3rd level native. Only copy and past is possbile, which is not a meaningful possibility.So what we need is a more open way to edit ticket content, forward it and use it to communicate with the customer, with the 3rd level and internal in one ticket

0
Contributor
7 years ago
Apprentice
bschneiderApprentice

User Management ReportingClosed

Today, I can easily navigate the security configuration of Agent Roles and who is assigned to specific roles.  However, I would like the ability to see user management reports to more effectively review access that has been provided across roles and what agents can do across the platform without having to navigate through the UI.  The security configuration is robust but this enhancement would simplify compliance and user management within platform.  

0
Apprentice
7 years ago
Apprentice
pat.murryApprentice

Expand scheduler to allow users to schedule recurring changesClosed

Hi Fresh Service - The Scheduler feature is great for tickets, can we expand it to also allow us to create recurring change records?   Example:  if I know I need to do patching every 15th of the month, I want to create a schedule so that the change record generates pre-connected to the affected assets. Thanks! Pat

1
Apprentice
7 years ago
Apprentice
nsmitsApprentice

Projects - Custom Statuses, List ViewsClosed

I've started using FreshService's Project Management module, and I'd like to recommend the following enhancements:Ability to create custom statuses (example: Planning, On Hold, etc.) Ability to see projects in a List View (since it can be hard to track down specific projects if you're a member on dozens of them) Thank you for your consideration!

2
Apprentice
7 years ago
Apprentice
callardApprentice

Ticket Export - Based on current view - no additional criteriaClosed

I would like to export all tickets in a view (Ticket Tab) without having to indicate a created date time period, or other filter. Thanks!

9
7 years ago
Apprentice
michael.harrillApprentice

Report of all TASKsClosed

It would be helpful if you could have a report to show ALL TASKs assigned (not completed or completed). This could help managers keep track of all tasks in their group or department.

6
Apprentice
7 years ago
Apprentice
translationApprentice

Reporting on TasksClosed

Any way to create a Tasks Report (Tasks within Projects) and not just a Projects Report?Thanks

0
Apprentice
7 years ago
Apprentice
techsupportApprentice

Filter tickets with AttachmentsClosed

I was trying to find somewhere that I could filter messages that contain attachments, but alas I could not find a way to do such a thing. I did attempt to create a new Dispatch'r rule to check if the words "Attachment" or "Attachments" could be found in the description, as that is what it says in a ticket when files are attached, but this did not work. How can I filter tickets by whether or not they have an attachment?

5
7 years ago
Contributor
antoine.grabowskiContributor

Mark an answer as relevantClosed

Hello to you allHope you are doing well.I think this thread is not resolvedWe are currently working on a knowledge base project, using our tickets and answers.We would need following feature please, regarding tickets, not only Q&A."Mark an answer as relevant".A button that allows agent to mark an agent's answer as relevantSo then we identify an answer, that we could retrieve with APIsAnd we can automate answer retrieval.Thank you for taking in consideration this feature, it would be great to get this feature for any FreshDesk customer.Have a great evening!Antoine 

1
7 years ago
Contributor
dferberContributor

What are your top 5 features needed?Closed

Here are mine:1. Parent/Child tickets. Basically expanding on the idea of tasks... allow sub tickets that can be assigned to different agents or groups.2. Ticket list page refresh - it's probably a server load issue... but even a 5 min refresh would be something.3. Some way to prevent users (maybe agents too) from re-opening old tickets. Once it's closed it should stay closed.. or could add option to allow the supervisor agent level to re-open them.4. Turn off ability to create new tickets from e-mails while retaining the ability to communicate about current tickets. We want people to use the portal or call. We've found that allowing e-mail to the help desk somehow becomes e-mailing the support staff directly, so we'd rather just say no new tickets via email... but we do still want replies to come in to update current tickets.Hmm.. maybe allow exceptions by customer.. for example if some auto generated emails are used to create tickets.5. Customer portal announcement area - where agents can post status messages for system outages, etc..

11
7 years ago
Contributor
johannes.dohmenContributor

Cause CodesClosed

we would like to fill the ticket fields by using cause codeslike: "abcdef"

0
Contributor
7 years ago
Contributor
mellestadContributor

Dashboard Presentation URLs for wall displaysClosed

We need a way to have a URL we can load into wall displays for real time performance metrics for our helpdesk. Analytics is great and the presentation mode is nice but you must manually log in to FreshService, navigate to the correct report, and select presentation mode.Many of our other tools, like PRTG, will give you a unique URL you can log in to that will take you automatically to the report and it will auto-load into presentation mode.This way we can have real-time metrics display on an information and metrics screen in our helpdesk operations center.

3
Contributor
7 years ago
Apprentice
felix.brandApprentice

Unterstützung Mehrsprachigkeit in Knowledge BaseClosed

Hallo Freshservice Team, wir nutzen seit Anfang Januar Freshservice und uns ist aufgefallen, dass die Knowledge Base (noch) keine Mehrsprachigkeit unterstützt. Wäre es möglich diesen Punkt mit in die Development Roadmap aufzunehmen? Derzeit muss pro Sprache ein eigener Eintrag in der Knowledge Base erstellt werden.  Freundliche Grüße Felix Brand----------------------------------------------------------------------------------------------------------------------Hello Freshservice Team,  we have been using Freshservice since the beginning of January and we noticed that the Knowledge Base does not (yet) have multi language support. Would it be possible to include this point in the development roadmap? Currently we have to create a separate entry in the Knowledge Base for each language.  Yours sincerely  Felix Brand

2
Contributor
7 years ago
Apprentice
jandrewsApprentice

Integration with PapertrailClosed

It would be great if Freshservice could integrate with Papertrail in a more intelligent manner. Allowing for alerts to be generated from Papertrail > Creates a ticket in Fresh > Resolution closes the alert in Papertrail.

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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