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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
phlcastroApprentice

Private ticketClosed

Hi,is it possible to set a ticket as private? In a way where I could keep records and histories about the ticket, but invisible to my end customer.Thanks 

23
7 years ago
Contributor
techContributor

Dependencies and alert levelsClosed

Freshping is on to a good start.  The interface is nice.Freshping needs Dependencies to prevent a flood of alerts if an edge router dies (I got sick of monitus promising this but never delivering).  Maintenance windows (that cascade through the dependencies).Automatically generate PDF uptime reports configurable across any time period for a range of devices.Our staff don't want awakened at 3am for a minor website going down so there needs to be:-Per device alert levels End user contact groups (e.g. on-call, daytime-only).Configurable time windows    (24/7, working hours, daytime only, night time)Currently using nodeping as it does most of the above but it's a bit "clunky".Also SMS and voice alerts need to be integrated.  I don't want to be setting up and debugging 3rd party services like Twilio.  It's an extra layer of billing/support/faultfinding I just don't need.

0
Contributor
7 years ago
Contributor
tazContributor

Merging - Why is the email required in Mint?Closed

Why do I have to manually copy and paste the contact details in to merge a ticket from within it? In the old version this list auto-populated. Can this feature be returned?

0
Contributor
7 years ago
Apprentice
chris_17234Apprentice

Not Showing Agents Name in Replies in Support PortalClosed

When a customer access the support portal, and goes into their ticket they can see the agent's name of who is replying. We would like that to be generic and not see the specific agent's name of who is replying. Does anyone know how to make this adjustment?

0
Apprentice
7 years ago
Apprentice
cevansApprentice

Logmein Rescue IntegrationClosed

Hello,We are brand new to this product.  We currently have multiple Logmein accounts for our Helpdesk team.  As far as I can tell, we can only use one of these accounts within Fresh Service.  Is there a way to associate each agent with their own Logmein account that they already use here?  Or can Fresh Service only use one?

1
7 years ago
Apprentice
stefaan.coventsApprentice

Scheduler : Make it possible to add yearly eventsClosed

Right now you can add only events which can turn up once, or schedule something monthly.There are some checks we need to perform yearly.Wouldn't it also be wonderful we just could add a task which has be performed each year.It would also be great if we could just indicate the first monday of month x.Thanks!

1
7 years ago
Apprentice
info_18772Apprentice

Gmail me bloqueóClosed

Hola, Gmail detectó como inicio de sesion sospechoso y bloqueó freshdesk, y ya no llegan los correos automaticos, alguien me ayuda con eso por favor, gracias!

0
Apprentice
7 years ago
Contributor
c.ruegerContributor

Some more forum features like Discourse forum softwareClosed

Dear Freshdesk Team, we make heavy use of the forum and our customers also like it very much, because customers can help other customers too. Recently we have seen a lot of companies are using https://www.discourse.org/ as a forum software which has some nice features. We would like to see the following features in Freshdesk Forums too: tag users e.g. @username (this should also send email notification to the user) Deeplink for specific forum posts and replies using a Share-button (example) Endless scrolling (see example) and maybe jump to the last reply within a topic automatically quote text of a specific reply and automatically hightlight it and allow to jump to the reply directly. more visual appealing like button (a heart symbol :) ) The alternative would be an integration of Discourse into Freshdesk with Single-Sign-On, so that our Freshdesk Customers are automatically signed-in. Thankks

4
Apprentice
7 years ago
Apprentice
lee.sydenhamApprentice

Watchers on ChangesClosed

Could I request that you add the 'Watcher' functionality to changes as well as tickets?example: I raise a change request for a firewall change so it would be assigned to the Agent who will implement the change. As there is not really a 'Requester' of a change, I get no notifications when it is implemented or notes added whereas if I could be a watcher I could be notified when the change is updated

3
Apprentice
7 years ago
Apprentice
knelsonApprentice

Dispatch'r e-mails needs to e-mail supervisor via BCCClosed

We have e-mails that come from certain VIPs, and when an agent replies to these requests, the thread needs to BCC a supervisor with the original question and response.In the Dispatch'r rules I set it up as a CC, but then immediately found that the CC e-mails were literally a CC and that the requester could see the CC.  This is a problem.  I need it to be a BCC.I can e-mail the supervisor with a link to the ticket, but that's an extra step...the supervisor just needs to quickly glance at the response and original request when desired without having to click a link and go into FreshDesk.Any chance there is a way to do this that I wasn't able to find?

0
Apprentice
7 years ago
Contributor
jens.hartmannContributor

E-Mail FormattingClosed

Hi,it would be really great on year 2019 to support better HTML Layouts/Formats for nicer emails.Regards,Jens

0
Contributor
7 years ago
Apprentice
nurenaApprentice

Include a "Forward" option on the Bulk Actions buttonClosed

Currently there is a reply option but it dones not allow to change the email were you will like to send, so it would be nice to include a forward option on the bulk action for when lots of tickets need to be forwarded to save time.

1
Contributor
7 years ago
Apprentice
mrgpowerApprentice

Customers and Contacts to have better search facilityClosed

It would be nice to have the Customers and Contacts to have better search facility.when you search for a name in search bar the search result shows lots and lots of tickets before you get to see the contacts.Mat be contacts could have its own search facility.

7
7 years ago
Apprentice
alice.tillesApprentice

No gamification of the forum?Closed

Hi,My company would love the ability to make a gamification system on our community forum. We would like people who use it actively to earn points, collect badges (e.g., for most active people, for newest people, ...), and other users to give a 'like' of some sort on community posts.Is this not currently possible at all? Even if we hire a developer or pay? The functionality seems not uncommon on other community forums. Thanks,Alice

1
7 years ago
Apprentice
scheffler.mitchellApprentice

Fix attachments in ticket Reply messagesClosed

While using Freshdesk Support Chat a freshdesk tech was able to verify that there is sometimes a problem when adding attachments (pictures) to a Reply message on a ticket. Sometimes it will show a progress bar for uploading the attachment and then just sit there forever and not attach the file. The solution they came up with was to add the pictures as inline text using the Insert Image option in the text formatting menu of the reply window.(I should note that this came about because we want to email the parents of our students with pictures of damages, and they could not view the pictures if they were attached to the ticket itself unless we gave them a freshdesk login.)Using the Insert Image option works, but only allows the upload of one picture at a time rather than how attachments would allow you to select a group of pictures all at once. The other problem with inline images is that you have to resize each one so that it isn't crazy big in the message. Please fix the issue with adding attachments to the Reply of a ticket. Many thanks!

0
Apprentice
7 years ago
Apprentice
scheffler.mitchellApprentice

Add "Visible to" permissions at the article levelClosed

I'd like to be able to set the "Visible to" permissions on Solution articles, individually, and not just at the folder level. That way a user can see even more articles under the same categories/folders once they log in. As it is I have to have duplicate categories/folders, one for the public side and one for the logged in user side.

0
Apprentice
7 years ago
Apprentice
scheffler.mitchellApprentice

Add a button to Alphabetize the categories in SolutionsClosed

When using the Reorder button while managing the Categories in the Solutions, it would be nice to have another button that would automatically alphabetize the Categories for me.

0
Apprentice
7 years ago
Apprentice
brianciarciaApprentice

Expense fieldClosed

Other than using a plugin, there doesn't seem to be a way to track expenses, (ie travel, tolls, etc) for techs..   Is there a way to maybe allow us to create a custom fields that can perform calculations?     

0
Apprentice
7 years ago
Contributor
adam.lefeuvreContributor

Dynamic forms for the catalogueClosed

Dropdown fields in the catalogue forms are great, but you can't do anything based on the selection made by the user.Having dynamic forms where fields could display or not based on answers to other questions would make for a more efficient form and data collection process.

15
sundararajan.srinivasan
7 years ago
Apprentice
andrew.larcombeApprentice

Support for agent view form layoutsClosed

 Hi,Is it possible to modify the Agent View (especially Form Layouts etc?)Thanks,Andrew

4
7 years ago
Contributor
yann.veauContributor

Mirakl MarketplaceClosed

Bonjour à tous,  Nous sommes revendeurs et utilisons Freshdesk pour la gestion de nos clients.  Nous vendons via notre propre site web mais aussi via Marketplace. Nous vendons via plusieurs sites de vente à l'aide de la plateforme de marché MIRAKL. (En pleine expansion, qui travaille avec les gros vendeurs)  Nous recherchons de l'aide pour intégrer Mirakl à Freshdesk via API.  Si vous le savez ou si vous pouvez m'aider, n'hésitez pas :)  Magnifique journée,

0
Contributor
7 years ago
Contributor
bradley.pallisterContributor

HTML Agent SignatureClosed

Need a WSIG editor in agent email signatures.

7
7 years ago
Apprentice
darren.murdochApprentice

Expense report for assetsClosed

Hi there,Does anyone know of a way for printing our an expense report for assets.  We list expenses for our assets (i..e .globes for projectors etc) and would like to be able to do a report on this, but I am not sure how to do it.Any help much appreciated.Regards,Darren

0
Apprentice
7 years ago
Contributor
alexandreContributor

Add a custom ticket "date" fieldClosed

It would be awesome to have a custom ticket "date" field with a simple "one-click" way to choose a date (from a calendar). I intend to use this feature in a "deadline" type field.Thanxs

32
7 years ago
Contributor
dlambrechtContributor

Reorder Workflow automater objectsClosed

Hi,we use workflow automater to create tasks when service request arrives.Somtimes we have to add or reorder this tasks.I dont see any option for this.We can only add a new action object not reaorder.Regards,David

1
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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