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
yann.veauContributor

Team planningClosed

It would be very useful to have a module in Freshdesk to plan our teams. Everyone does not work with the same hours. The most interesting place for everyone to have access to this schedule is freshdesk. What is more important than the presence of our teams?

0
Contributor
7 years ago
Apprentice
ray_16866Apprentice

Wanting a standard Slash keyClosed

Hello, Sorry if this is a basic question but I have searched for a solution but can't seem to find any.I have Slash Commands enabled and like the idea of canned responces etc but sometimes I just want to hit the slash key as I am typing. For example if I want to separate choices / terms / options like this.As soon as I hit the space then slash the canned responses box appears.Any ideas on getting a simple slash key to appear as normal like maybe hitting an overriding key before hitting slash or something etc.Thanks.

12
7 years ago
Contributor
patrick.vanrinsveltContributor

Manufacturer LookupClosed

Has anyone had a similar requirement to me in that I would like the list of manufacturers to be a list that is admin defined, rather than a free text value that is entered or populated without checking by discovery. We currently maintain this manufacturer list for data quality purposes and so that no new manufacturer's assets can be added to the system until an internal process allows that manufacturer in.Note, we won't be using discovery in phase I of our CMDB population. It sure would be nice to have a place in the system to maintain our manufacturer listings and now allowing users to enter them free text.

0
Contributor
7 years ago
Contributor
hrichContributor

User defined Keyboard ShortcutsClosed

It would be nice if users could define keyboard shortcuts for items like scenarios or even canned responses, or even create specific macros.  

2
7 years ago
Contributor
paul.townsContributor

Pin Notes and EmailsClosed

Pin Notes and Emails in tickets that are important.Maybe have a tab on the left to indicate these when there are lots of updates so it keeps the order.This was important updates are not missed.

0
Contributor
7 years ago
Contributor
jstlaurentContributor

Annoucments are broken...Closed

Okay maybe not totally broken but maybe Freshservice will actually read this clickbait!  Some time ago a poor decision was made to BCC every announcement (favoring the MSP's - well what about the rest of us who were here from day 1!). We need transparency as BCC'ing teams and various departments creates a whole lot of confusion and re-work. Often we are asked who was an announcement sent to, its forwarded to the same people we already included multiple times and in general people don't know who an announcement went to and want to know. Announcements are a type of communication - communications are suppose to be effective at sharing and providing information. That is not happening given the current way this works. How many times has someone asked you - Did you see that message? Did you read my email? Do you have questions about that email? Well how about taking it to a whole another level of confusion when no one even knows what was sent and to whom! When you made this change on a whim under a ticket that had nothing to do with this... https://support.freshservice.com/support/discussions/topics/307195/page/3?url_locale=Multiple people reported that this is an issue! Many months of crickets later I feel compelled to tell you this is still broke.Please allow us to communicate effectively with our organization and mixed teams based on product, system, etc.  How hard is it to add a checkbox that then would send the announcement in the TO field instead of the BCC. This cannot be rocket science - please fix this!!!This worked extremely well when it worked and sent as TO! Now I and my co-workers all cringe when announcements are sent due to the BCC and also some have totally stopped using announcements due to its ineffectiveness to be transparent and improve communication.

0
Contributor
7 years ago
Apprentice
ssnyderApprentice

People picker for Service Request Form BuilderClosed

We would like a field type denoted as a people picker for certain types for Service Requests we would like to build. 1 example is our employee exit request. We delegate certain business activities or system permissions that are shift to after an employee exits. We use single text box today, however, that can be fraught with errors.It would be more simple for them to select a requester from within Freshservice.

0
Apprentice
7 years ago
Contributor
tiele.declercqContributor

Date only field in Service CatalogClosed

When adding a custom 'date field' to the service catalog, you should have the option to disable the time part.I.e. when asking for a birthdate or when an employee will come in service there is no need to select the time. When it's there, users are confused.

18
7 years ago
Apprentice
dparikhApprentice

Reports in Mobile appClosed

It would be great if Reports could also be made available in Mobile App. Reports related to Surveys, Ticket and agent loads, etc. provide a very high-level view.As a manager, viewing the Recent activity stream (or even Sent messages like in a much older build) is very beneficial to ensure proper attention is paid to ticket load.I personally use Mobile app (intentionally kept on legacy build) to see main ticket dashboard activity.

0
Apprentice
7 years ago
Apprentice
elApprentice

There is no way of sorting tickets for the ticket who have waited for a reply the longest.Closed

We are a company who work across 3 different countries with mails belonging to these countries. That meanes we cannot use the main feature in freshdesk that is auto assign tickets to an agent. Our workflow depends on that we have 3 different "Mailboxes" for each country and all agents in freshdesk needs to be able to go in and check mails from these 3 mailboxes. There isn't anyway of sorting through these mails for which customer who have waited the longest. There is a posibility of sorting through "Last modified" and choose ascending" but that is not a sustainable sollution when any change made to the ticket will interfere. We therefor think a feature that could sort through tickets for the one who have waited for a reply the longest is very relevant. We are of the understanding that freshdesk could be specially designed to our needs and workflow, and therefor we would like a feature that could sort through the tickets for the tickets that have waited the longest for a reply. 

0
Apprentice
7 years ago
Active Contributor
labattActive Contributor

Compact or Compressed Table ViewClosed

I like the mint UI, however I don't feel that it displays enough information in the agent view. It would be great if there could be a compact or compressed table view for agents that gets rid of white space between issues and also compresses the columns (or lets us resize the columns which would be even better as for fields that only contain a character or two but the field name is wider, I don't need to see the whole field name). For my agents, it's not about how pretty a page looks but how much information they can take in at a single glance.Also, if you've added more columns than what can be seen right now, you have to scroll all the way to the bottom of the page to get to the horizontal scroll bar. Ultimately, I'd like to be able to get rid of the horizontal scroll bar with this compact view, but until then it would be nice if the bar was available at all times.

2
7 years ago
Contributor
ben.richContributor

Ability to add note and update ticket.Closed

Hello, Please could we get some implementation for the option to “add note and update ticket” like we have “add note and set status”. We move tickets about to agents and add a note to say what we want that agent to do, I have to add note click update, then make sure to remember to click update ticket as well. It’s just multiple clicks to do something quite simple. We’d like to set the category and agent, then type the note and click “add note and update ticket”. Thanks

0
Contributor
7 years ago
Contributor
adam_18603Contributor

Add "New Article" Shortcut to "New" MenuClosed

It would be great to see a shortcut to "New Article" on the "New" button that runs along the top of the screen (Freshdesk Mint). When submitting a new article currently, the user must then go back a few pages to get to the button to click "New Article" if they want to immediately create a secondary solution article. This could easily be resolved by incorporating "New Solution" into the top dropdown menu and by also adding a "Create Another" checkbox on the editor screen also. 

0
Contributor
7 years ago
Contributor
len.smithContributor

Support All Data Types for Customer or Contact FilteringClosed

I was a bit dismayed to find that I am unable to filter on data types of "date" under the Company or Contact view although we were told during the demo that we could.  This is a pretty significant omission and now creates a business process workflow issue for us.Unfortunately, we cannot use the “Schedule a Report” option because while that let’s us report on company data, the “Select Filter” option doesn’t support any filtering on Company or Contacts (as you allow in two of your three automation rules). Product feature consistency is important.  We know that we can export Company data, but this creates unnecessary manual work and it means that we can fully leverage FreshDesk as we had hoped.Please add this to your roadmap. 

0
Contributor
7 years ago
Apprentice
payalApprentice

Is there any event while selecting the contact on New ticket pageClosed

I need to create an app which will show the contact's about field information on the page when user select contact's email on ticket create page

0
Apprentice
7 years ago
Apprentice
kay.lottenburgerApprentice

send outbound email to multiple recipientsClosed

Hi, for our company it is absolutely necessary to send outbound emails to multiple recipients and distribution lists (with multiple recipients inside) we send training documents to our callcenter agents and need a reply from them to make sure they read and understood these documents. But we only need one ticket for all of them. we normally don't need to reply on answers. Is this feature planned?

1
7 years ago
Apprentice
mike.hansonApprentice

Transferring Calls - Ability to speak the receiver before transferring the callClosed

When transferring a call, it would be useful if you could speak to the person who the call is being transferred to, prior to the transfer itself. This feature could be applied to both agent / external transfers and the caller would be put on hold during this process.I had a look around the forum in regards to this enhancement but have not found anything on the subject yet.

5
aravind.sundararajan
7 years ago
Apprentice
ryan.mcallister_13175Apprentice

Freshfone - Manage Available AgentsClosed

It would be really useful for agents of a particular role (supervisor/admin/custom) to be able to manage which agents are available to take calls via Freshfone. Currently, if one of my staff accidentally leaves the office with their Freshfone still set to "available", calls will continue to be routed to them before moving on to another agent. An admin should be able to manually change their availability status in Dashboard > Agent Availability.Thoughts?

3
aravind.sundararajan
7 years ago
Apprentice
mario_13964Apprentice

Integrate with Mercado LibreClosed

Hello, Can someone integrate Freshdesk CRM with Mercado Libre Mexico?I want to be able to attend customer questions directly from Freshdesk, just like Facebook connects with Freshdesk to avoid using Facebook directly when connecting with customers through chat or inbox messages.

4
7 years ago
Contributor
len.smithContributor

Support Column Sorting in filtered Company and Contact ViewsClosed

I noticed that when I filter a list of companies, the show up in the list in some type of random order and there is now way to sort them.  Really?  Can you please consider adding this very basic feature?

0
Contributor
7 years ago
Apprentice
anovembreApprentice

Notify group within Add Note sectionClosed

There are times that we want to send an update internally pertaining to a ticket. Currently, there is a "notify agents" selection under "add note," it would save us time from selecting multiple agents if we could have a "notify group" in this section.

5
7 years ago
Apprentice
maros.jasanApprentice

Posibility to help translate applicationClosed

Are there any plans for introducing simple UI to help translate application in selected language?There are several pros one of them being huge competetive advantage against other similar products on the market.

0
Apprentice
7 years ago
Contributor
len.smithContributor

Support the ability to perform Bulk Changes to ContactsClosed

We are in the process of migrating to FreshDesk from another solution and we are working to clean up our existing contacts.  On feature that our current solution supports and that I feel FreshDesk should support is the ability to select multiple Contacts and then bulk add them to a Company.Actually, the ability to make bulk changes to any of the Contact fields (except the key fields) would be helpful.

0
Contributor
7 years ago
Contributor
kim.isaksenContributor

Reporting and categorizingClosed

Categorizing the tickets can give you a lot of valuble insight in what your users are struggeling with, when certain types of requests or incidents are on the rise you can target this with a sollution or other measures. There is no built in method for caterories other than SR or INC. You can use custom fields, but that brings us to the next point, reporting Even if you use custom fields for categories, none of the reports give a good overview of ticket categories and ticket trends. All reporting seems to be revolving around agent efficiency. I would like to see more reports givving me statistics in these areas. The fastest way to accomplich this, would be to allow downloading the raw data so we could make our own reports using Excell or similar, but built in templates would be nice. 

10
7 years ago
Contributor
antoine.grabowskiContributor

Expand all by default OR Collapse all by default in SettingsClosed

Hello!Thank you for implementing this!I find it greatCollapse of long e-mails and threadsHowever some of our consultants would like to have expand all by default.Indeed, they miss some important messages hidden in the thread.So I propose following featureSelect in Settings, if you want Expand All or Collapse All by DefaultHave a great evening!Regards,

0
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