Skip to main content

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

Filter by idea status

Filter by product

8947 Ideas

Back to top of the list
Contributor
len.smithContributor

Support the use of "@john" type of Mentions in Ticket NotesClosed

Please consider supporting the use of @Name type of Mentions in Ticket Notes, so that an agent can be more productive when creating a note. If a Mention is used, the Agent can select from a list of matching names and then once selected, will automatically be added to the CC line.

0
Contributor
7 years ago
Apprentice
fernando.pintoApprentice

Link existing asset user to requester in Freshservice based on ADClosed

 Hope I'm not wrong but at the moment you need to manually assign a requester to an asset. It would be useful if the discovery agent to link the asset logged in/existing user to a requester using the active directory info, either matching email address or user account.

2
Apprentice
7 years ago
Apprentice
hanna.dixonApprentice

Integrate TokyWokyClosed

My company is about to start using the community based help function TokyWoky and we would like to be able to monitor this - and start using it as a customer service chat as well, through Freshdesk. Can this be considered as an add on app?

1
Apprentice
7 years ago
Contributor
len.smithContributor

Support the Ability to Disable the Tags Field on a TicketsClosed

Hi,Since Tags in FreshDesk are unilateral, we do not use Tags on Tickets because it will become confusing.  If there were separate Tags for tickets, we might, but there aren't.  Therefore, please consider a way to allow an Administrator to hide the Tags field on the ticket fields.

0
Contributor
7 years ago
Contributor
len.smithContributor

Allow a Rule to Call Another Rule or Support Multi-Rule ExecutionClosed

There are times when under Dispatch'r or Observer, the limit on only one rule firing per change limits the power of FreshDesk's automation potential.We have a number of scenarios where we need to automate a set of actions against a ticket and where some may even have a dependency on the execution of a prior rule.  With the current "once and out" approach, we are pretty limited to what we can do. I know that we can build rules that handle more tasks, but there are times when we could have the need to automate conditions that can exist in the same rule.Therefore, I submit the following suggestions for improvements to the automation rules in FreshDesk:Allow a rule to execute another rule, and/orAllow rule execution to pass through all active rules that are under Dispatch'r or Observer, based on the order provided and execute any rule that matches the conditions.

0
Contributor
7 years ago
Contributor
sreillyContributor

Placeholders in Service Request FormsClosed

Hey FS Team, I am trying to make it so I can create dispatch'r rules based on the entries in Service Request fields, but there is not way to pull data from a specific field like you can with Tickets. Can you add a feature that allows me to do this?  I was thinking that assigning a service request an ID Number could generate the place holders like this: {{SR32.cell_phone_type}}. Where SR indicates that it is a service request, 32 is the ID number and "cell_phone_type" is the field.

6
Contributor
7 years ago
Contributor
len.smithContributor

Add Column for Count of "Likes" to Ideas / In-forum SearchClosed

Hi,Please see the attached storyboard.  It would be extremely helpful if you added an additional column in the Ideas forum to capture the total number of likes.It would also be helpful if you include an in-forum search capability so that someone can perform a search only on the contents on the forum they are working in and not across the universe of the Portal's content.

0
Contributor
7 years ago
Apprentice
danny_17336Apprentice

Password protect certain public articlesClosed

Public articles are a great resource for Self-Service Support.However, some public articles would be good if there was an additional layer of security.For instance: An installation Guide:1) Instructions on how to install an application2) Enter password to obtain restricted information (such as an activation key)The password protected article would easier to manage access to using a password instead of assigning company level access as the password can be changed easily.

0
Apprentice
7 years ago
Contributor
emory.sContributor

Need Location Search in iPhone AppClosed

We have placed our Campuses and Rooms in the location field which means we have over 300 locations where our Assets are assigned.  On the iPhone App, when a user is adding an asset or changing the location of an asset there is no ability to search the location list for the location so they have to scroll through the list, which is not sorted in room order, to find the correct location. We recommend that the location field on the iPhone app has a search option so that the user can begin to type in the location and the list shortens based on what is typed.  

0
Contributor
7 years ago
Apprentice
lorenzomassaApprentice

Google Calendar alarm and to-do integrationClosed

It would be great to be able to set up an alarm in Google Calendar that would automatically create a to-do action with the date and timing set up on the Google Calendar event!

0
Apprentice
7 years ago
Apprentice
lorenzomassaApprentice

Google Calendar events viewingClosed

I have added 7 events on a ticket through the Google Calendar but I can only see 5 of them. Is there a way to improve this?

0
Apprentice
7 years ago
Apprentice
melisekApprentice

Change chat iconClosed

Hi,I would like to change chat icon. You have API for many customization, but change icon isn't available. Is there some solution, how to change icon, but it's very complicated.

0
Apprentice
7 years ago
Apprentice
twileyApprentice

Custom Placeholders for use in SolutionsClosed

I would like the ability to create custom placeholders (a better way to think of them would be variables) that can be used in solution articles. For example, I am writing articles where I am referencing the name of a server for a specific application, but the name of the server has changed multiple times in the last year. I would like to be able to do something like say {{server.application_name}} wherever that server name needs to be used. Then there could be a single place to create/edit/delete these placeholders/variables, rather than having to find and edit every article that uses them.

0
Apprentice
7 years ago
Apprentice
adam.richardsonApprentice

Horrible formatting of Agent Notification when note is added for their attentionClosed

Hi,Apologies if this has been covered already, I am new to the product and customizing my Servicedesk at the moment.I have my email alerts configured and formatted nicely but I have just added a note to an existing ticket for the attention of one of my colleagues. The email alert he received is a complete mess from a formatting perspective and also contain information which I don't want.I have spoken with Govind on Freshservice chat who has sadly informed me that this particular alert cannot be amended like EVERY other alert in the product.Can I raise this as a Development or Improvement request please?Thanks- Adam

2
7 years ago
Apprentice
e.hankeApprentice

How can we use freshsles contacts in frshdeskClosed

hello togehter,we have problems to connect freshdesk with freshsales.We want to use they contacts in freshdesk.with best reagardsErik Hanke

0
Apprentice
7 years ago
Contributor
fabrice_14622Contributor

Customer Registration and notification e-mailClosed

We basically have 2 different workflows. Requests coming from customers, which create tickets and the customer is aware of the ticketing system. Requests created by agents for which the customers has no idea about the ticketing system (and we don't want them to) My question is about the new account notification e-mail sent to the customer and the combination with allowing people to create their account. In general, we DON'T want people to receive a notification when WE create an account for them (forward an e-mail), so we turned the notification off. BUT, we need them to receive a greetings/set your password e-mail when they create their account from the public portal. Is there a way to make a distinction between the 2 situations and send notifications only to the latter?

2
7 years ago
Contributor
mindreyContributor

Allow filtering on watched ticketClosed

It would be nice to be allowed to filter tickets in the "Tickets I'm watching" view.  I have a number of tickets that I'm following and am unable to narrow down specific ones that I'm looking for.  I even tried exporting the view, but the export gives me all tickets, not just those I'm watching.  And since there's not an option to select those tickets I'm watching from the All Tickets view, I have to do a manual search through all of the watched tickets.

2
7 years ago
Contributor
facebook_18807Contributor

Filter for Customer None / unassignedClosed

Filter for Tickets that have not got a customer set by entering None or unassignedWhen splitting tickets between customers so different agents handle different customers.There is no way for an admin to check for any tickets that have not got a customer assigned. The tickets are then not picked up and there is no way to find them apart from reviewing every ticket 

0
Contributor
7 years ago
Apprentice
nicole.manilalApprentice

Looking for an SLA reminder that isn't an emailClosed

Hi There,I'd like to be able to create a view of tickets that are 30 minutes from breaching their SLA first response date/time.  I realise with the SLA policy I can set an email reminder to be sent but our agents don't regularly refer to their email so theses reminders go unnoticed.  Can anyone help me with a way I could tag tickets or maybe update a field on a ticket 30 minutes before it breaches?I have thought of using a supervisor rule with a negative time eg "first response due time" is -0.5 but this doesn't really work as the rules only run every hour so we may miss some.Hoping someone has a better idea.

0
Apprentice
7 years ago
Apprentice
henrique.azevedoApprentice

Missing button to Add Status - Using Google Chrome as Freshdesk AdministratorClosed

Hi guys,I am the administrator and the creator of the freshdesk page. But I am not able to add status. I looked in the help and I believe it is supposed to have a button, but it doesn't appear.Any help ?Thanks,

1
7 years ago
Apprentice
magnus.dellborgApprentice

Change button "Close" to "Close Ticket"Closed

I do press "Close" sometimes thinikng I'm closing the Window (reply) I'm active in. It would be easier to see "Close Ticket" and thereby not closing the Ticket when not wanted.....

0
Apprentice
7 years ago
Apprentice
daniel_18561Apprentice

Unofficial Whatsapp integrationClosed

Hi! I'm looking for integration with a regular whatsapp account (without official API access). I already found some API service for whatsapp but I did not found a integration app (like Zapier or Integromat) that supports full Freshdesk API functions - create a comment to a ticket as the costumer or to search for a costumer by phone number... Many thanks!

0
Apprentice
7 years ago
Apprentice
rprageshApprentice

Use freshdesk feedback widget in Ionic applicationClosed

I am trying to use Freshdesk's feedback widget in my Ionic 3 application. I am trying to show the widget on my page by using freshdesk script as follows: <script type="text/javascript" src="http://assets.freshdesk.com/widget/freshwidget.js"></script> <style type="text/css" media="screen, projection"> @import url(http://assets.freshdesk.com/widget/freshwidget.css); </style> <iframe title="Feedback Form" class="freshwidget-embedded-form" id="freshwidget-embedded-form" src="https://rpragesh.freshdesk.com/widgets/feedback_widget/new?&widgetType=embedded&screenshot=No&searchArea=no" scrolling="no" height="500px" width="100%" frameborder="0" > </iframe> The widget is getting displayed and working fine but after posting feedback when I click back, it reloads the whole app. I think it is because of the iframe but not sure. Any help is appreciated.

0
Apprentice
7 years ago
Contributor
jens.hartmannContributor

Forums SupportClosed

Why do you support the Forums only at Freshdesk?

2
7 years ago
Contributor
kayleigh.leblancContributor

Add an "Add Note" Action in the Ticket AutomatorClosed

We would like to see the option to add a note in a ticket using the ticket automator. Our use case is as follows:A user sends in a request that requires an approval, and the agent sends the approval request. This triggers an automation that sets the ticket status to a custom status for 'awaiting approval' and sends the requester an email notifying them that an approval request has been sent out.In the current setup, this email appears as an action in the history of the ticket, but does not appear in the conversation on the main ticket page, and also does not count as a 'response' for the purposes of SLA timers on first responses.We would like to be able to automate first responses in these cases, and also have all communications (even those sent by an automation) appear in the communication log in the ticket, rather than just the activities page.

3
Contributor
7 years ago
Show more discussion threads

Filter by product

  • All products
  • Freshservice
  • Freshservice IT Asset Management
  • FireHydrant
  • Freshdesk
  • Freshdesk Omni
  • Freshcaller
  • Freshchat
  • Freshmarketer
  • Freshsuccess
  • Freshteam
  • Freshsales
  • Freshworks Neo

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.

Terms of UseAccessibility statement