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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
tkapitanApprentice

keepalive.HttpsAgent is not a constructorClosed

Hi there,We have an issue with our Freshdesk integration app. We developed integration app between our ERP and Freshdesk (it's been already developed and it's in use for four months without a major problem).We are using 6 RESP API objects (4 of them are loaded directly OnTicketLoad, the rest of them are used by another process). Today (since cca 20:00 CET) we have a series problem with this integration procedure:RESPONSE ERROR (getSLServiceOrder): {"requestID":"c1726e39-9fbd-42b5-b17e-caff515aed5d","status":500,"message":"Error while executing App server script! - keepalive.HttpsAgent is not a constructor","errorSource":"APP"The red part is the response from ServerLess app. Anyone who loads a ticket will get this error but for 1 resp API object only - only for the first loaded - does not matter which one it is (in this example - getSLServiceOrder). The others work well (but they share the same function that creates rest connection)Is there any problem with Freshdesk API? Will it be solved in the morning? This integration is "life-threatening".

2
Apprentice
7 years ago
Apprentice
travis.mcdadeApprentice

Tracking helpdesk inventory like spare partsClosed

I'd really like to see the ability to enter our standard inventory items like ssd's, cables, RAM, etc along with expected quantity on hand vs actual quantity on hand. Ideally something where we could scan a barcode as we use an item to decrease the quantity of that item's QOH value, then a barcode we could use to somehow help us add that to a cart for re-order from a vendor. I don't know if this is within scope for Freshservice or not, but it would be helpful. If nothing else, if someone knows of a system that has this functionality for free or low cost, I'd be open to looking at that.

1
7 years ago
Apprentice
chris_10048Apprentice

Mark a post as answered & choose best answerClosed

One of the key features that has really been useful with our current forum setup is the ability to mark a post as answered, as well as choose the reply that best answers the original question. It would be great to be able to do this with Freshdesk.

4
7 years ago
Contributor
allyContributor

Delete ticket fieldsClosed

Seriously? While I appreciate that you have a shrink wrapped product, however there would be a hard push for you to convince anyone this suits all needs. You cannot delete ticket fields. Neither yours nor the ones I've created. Even when no ticket uses the variable. ... Would be then amazing to be able to sort or view tickets by a date. Not that you can automatically add one as Due By associates to open tickets only. A pending ticket might have a due date!?!? I am currently looking at Freshdesk, Zendesk and JIRA. At this point looking at which is least user unfriendly. You guys are winning, but really pushing it.  I also haven't tried JIRA yet...

2
dineshs
7 years ago
Apprentice
lharrisApprentice

default agentClosed

when creating a new ticket the Agent drop down should default to the logged in agent.  It can be changed if the agent is opening it for someone else.

14
7 years ago
Contributor
roeyContributor

Microsoft Outlook IntegrationClosed

Hello, Can you tell me please if Microsoft Outlook integration is part of Freshdesk Mint roadmap?  it not it will be very disappointing.

7
aravind.sundararajan
7 years ago
Contributor
okickelContributor

Office 365 Calendar integration (Mint)Closed

It would be nice, combine Freshdesk and Office 365 Calender. Actually we create for every new assigned ticket a calendar entry in Office 365.For calendar subject we use the Companyname - Ticketname - TicketID.An integration with office 365 calendar would be nice. Maybe with sync due day /time and expected required time or similar.Thanks!

2
7 years ago
Contributor
calvin.wuContributor

CalendarClosed

Would be good to see a calendar option, where it can in cooperate a task list, change list and scheduled tasks. and also a group calendar or overall calendar for management to see. 

4
7 years ago
Contributor
arnaudContributor

Slack Integration : possibility to disable the snippet in a rule.Closed

Hi,  I'd like a specific setting in observer rule to DISABLE the Standard Freshdesk ticket snippet : sometimes it's interesting (ticket creation), sometimes it's not : ticket update or note added , it's just polluting slack. Is it possible to add this setting in Observer Rule Slack block ? thank you

12
7 years ago
Apprentice
tyler.seacrestApprentice

Add 'Agent Solves a Ticket' to CC notificationsClosed

Good Morning,We have a custom field that requires the agent to enter text to be sent with resolution email notification on how the ticket was resolved. This improves our user experience by giving them instant access to information instead of having to open the portal first. We would like to have Ticket CCs receive the same information.I would like to be able to notify CCs when a ticket has been resolved.Creating a 'Send Email to CCs' in the Workflow automator would also be fine.Thanks,Tyler

0
Apprentice
7 years ago
Apprentice
rkokonyaneApprentice

JIRA comments on FDClosed

Hi,I was reading up on the comments made to "JIRA Integration - Create FD ticket from JIRA", and was interested in finding out, inline with my "Topic title", to sync from JIRA to FD, will I need to take this up with JIRA, or at this point, has there been any developments that you know of regarding having comments made to a JIRA issue pushed to a FD ticket?What I'm basically asking is, if I create a JIRA issue from FD, then later comment on the issue on JIRA, is there a way that these comments can be sent to my FD ticket?Regards,Reba

9
aravind.sundararajan
7 years ago
Apprentice
henryhApprentice

Chinese Traditional languageClosed

Hi there,It would be great if there is a separate language option for Chinese Traditional. It's not too easy for people used to Traditional form to read the Simplified form of the language. Initial translation can be done directly using Google Translate (from Simplified) with fairly good results so shouldn't be too much work, but lots of value.I'll be happy to provide translations for more used items.Thanks for consideration!

3
Apprentice
7 years ago
Contributor
villeContributor

Set ticket's due date upon creationClosed

It would be useful if an agent could set an exact due date for a ticket upon creation. Now it's possible to set the priority but no exact date. Sometimes (and very often in fact ;) the SLA due date does not match the actual customer's requirement.

7
7 years ago
Apprentice
fdadminApprentice

Dispatch'r uses reply-to AddressClosed

 Hi,i have serveral Rules in Dispatch'r using the Mail-Address of the Requester as trigger. The Problem is, that Dispatche'r uses the reply-to Address of the incoming Mail, not the From-Address. Is it possible to change this behavior?ThanksJens

0
Apprentice
7 years ago
Apprentice
ronnie.jorgensenApprentice

Extra condition options on dispatcher rulesClosed

I would like to see 2 condition settings in the dispatcher rules set up. One section where you set match all conditions and another section for match any conditions.This would allow me to set up something like[MATCH ALL]If "To Email" is customer.service@domain.com[MATCH ANY]If Company is CompanyAIf Company is CompanyB[ACTION]Assign Group "Group A"

6
7 years ago
Apprentice
michaelvrldApprentice

UDP check enhancementClosed

Freshping has exactly what I need which is to monitor udp but an enhancement is needed for what I want and maybe you guys will consider this as a suggestion. In an UDP check you need to specify a command string, but I need to send something that's not really a string. It's a string + some outputs of the PHP "chr" function, which is not really possible to copy and paste into the textbox. As an alternative I'm monitoring a php webpage which connects to the multiplayer server via ip and via fsockopen, if it's down the webpage returns a 404.An example: if you have a multiplayer server with ip and port 192.168.10.5:7777 the exact command is"SAMP" + chr(192) + chr(168) + chr(10) + chr(5) + chr(7777 & 0xFF) + chr(7777 >> 8 & 0xFF) + "i" (a single chosen character)Would appreciate if this would be possible within freshping.Regards

0
Apprentice
7 years ago
Apprentice
bhoppeApprentice

Changing Subject LineClosed

 is there a way we can change or add to  the subject line in a ticket?

17
7 years ago
Contributor
peter.vancikContributor

Show which SLA was activated/appliedClosed

Hello,It would be nice to have an INFO in Ticket, which SLA was/is applied to the ticket.Now I can only guess or calculate it from times as due by, or First response.See my suggestion in screenshot bellow with the new feature.Vote, if you like this Idea.Best RegardsPeter 

3
7 years ago
Contributor
heidi.blockContributor

Show subject next to ticketnumber at topClosed

If you scroll down your ticket, you only see the ticketnumber at the top.We have tickets who are similar so it would be helpful to show to always view the subject without having to scroll up, even if you are 1X replies down the conversation.Thank you,Kind regards,Heidi

0
Contributor
7 years ago
Apprentice
m.abdelkaderApprentice

New Ticket Triggered to Requester actionClosed

Hi - Is it possible to automate a new ticket to be triggered once requester reply to a closed ticket - Thanks,MA 

0
Apprentice
7 years ago
Apprentice
tcandoit2Apprentice

Freshdesk App Not showing messageClosed

I have the Freshdesk app and it used to show me the whole ticket message, now it only shows the 1st line of the message, so I have to go onto my computer to see the whole ticket message

0
Apprentice
7 years ago
Contributor
sblackallerContributor

Add "to do" lists via the scenario buttonClosed

It would be a nice idea and very useful for us if we were able to implement a "to do" list into a job via the scenario button?

9
7 years ago
Skilled Expert
mhallSkilled Expert

MINT- DUE BY TIME on open tickets listClosed

Just as the title says, there should be an option to add the due by time on my open tickets list. My team works closely with the due by time, so this will help us stay efficient https://snag.gy/qQHGc7.jpg

2
Skilled Expert
7 years ago
Apprentice
mburkeApprentice

Set the Default Task Due TimeClosed

The default time that populates in the due date field is 5 p.m., which is after hours at my company. It would be convenient if we could set the default time to something that suits our environment, so that all new tasks will default to that specified time. While you're at it, the ability to set the default due date and reminder options rather than them being hard-coded to the following day, with no reminder, would make the tasks interface more convenient to use.

2
Apprentice
7 years ago
Contributor
patrick.vanrinsveltContributor

Column with Service Catalog form statusClosed

It would be helpful to have an additional column with the Service Item status (Published, Draft), in the Service Items list view rather than having to filter. Have both options.See attachment

0
Contributor
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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