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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
escallinContributor

Ability to add resolved ticket to knowledgebaseClosed

Would like the ability to transfer a ticket directly to "Solutions" when resolving it.  This would save time from having to reenter all the info again.

14
7 years ago
Apprentice
ssnyderApprentice

Gamification - Points for Time ReportingClosed

I would like to be able to add a quest that shows if an agent enters some threshold of billable hours, they get x number of points. This would help our overall service delivery model improve productivity statistics across the board.

0
Apprentice
7 years ago
Contributor
len.smithContributor

Support the ability to generate Contact Activation Links in bulk.Closed

Please consider adding the ability for an Agent to select a group of Contacts on the Contacts home page and then to generate an Activation Link for the selected Customers. This would be extremely helpful after importing a large number of Contacts.

0
Contributor
7 years ago
Apprentice
nadeem.c29Apprentice

Add a Copy button next to the emailClosed

Hi Team,Most of my customers does not provide their required information to make a search on our internal system.Most of the time I need to select the email address, copy and paste in my system to make a search.The issue is the email address is in a small box and each time I select the email address it selects the whole box and I lose a lot of time to just try to copy that email address. It is not efficient at all and just crack your nerve each time I have to carefully and slowly try to copy the email address.Is there a way to add a copy button or increase this field so it makes  things easire for me?I am not forgetting that when I try to edit a ticket properties, it is IMPOSSIBLE to copy the email address. I can't seem to find another way to get to copy the email address.Please help me.Regards,Nadeem

0
Apprentice
7 years ago
Apprentice
n.krabbendamApprentice

able to check requester response timeClosed

It would be great if where able to check the requester response time, it's a great feature to have when there is a disscussion about the SLA agreement, where you can check and show why some incidents took longer then they should, especially when the requester took al long time to respond. In our SLA we have de clossure which says, that a ticket wil get on hold when a requster won't answer in 5 minutes to a ticket, so all the time after the 5 minutes isn't suitable for our SLA.

1
7 years ago
Apprentice
ben.greenwoodApprentice

Associated Asset PlaceholderClosed

Hi Everyone!I've logged this under ticket 3316467 as a feature request, but I figured I'd put it on here too, to see how many others want this feature."Hi Freshservice,Can we have a ticket's associated asset id as an available placeholder, please? I'm amazed this isn't already part of the system!I can see that the field "assoc_asset_id" is available via the API and looking at our tickets via the JSON viewer I can see it there too.Why can't we access this as a placeholder? Can you please make it available?We could really do with this feature for our new system.Fingers very much crossed,Ben"

1
7 years ago
Apprentice
khairul.sufandiApprentice

Request for custom contract type to allow contract expiry dates to not be compulsoryClosed

Currently, when I create custom contract types in Freshservice, certain default fields are compulsory. One field in particular is the contract expiry date. For example, if i were to create a customer contract type for a cloud application subscription that is paid monthly with no expiry, i can't because the expiry date is compulsory. I would need to create the contract using the default software contract type which allows for perpetual date

1
7 years ago
Apprentice
kassandreApprentice

Synching to Two Different Freshdesk AccountsClosed

I am managing two Freshdesk accounts. Our company account (Acct A) and our client's account (Acct B).I am trying to set up a rule with webhooks so that if we create a ticket in Acct A and list the client with Acct B on the ticket, then the ticket would also show in Acct B.Is this possible and how would we go about creating the rule?I have tried a few things already and have been unsuccessful.

0
Apprentice
7 years ago
Apprentice
robert.heathcote1Apprentice

How to Edit Ticket date and timeClosed

I would like to be able to correct the Date and Time on Tickets  when support was requested. I will often work in support issues and don't get a change to log the work done after it was been done, even the next day.Even though i try hard to log any support done as it is requested, I often don't have time to record it then an there.This would be handy to have on Notes as well.

0
Apprentice
7 years ago
Apprentice
richcApprentice

testClosed

test

0
Apprentice
7 years ago
Apprentice
nvillalobosApprentice

I have a problem with the jira priority field.Closed

I need that when the task is created in the Jira this takes or passes the value of the priority of the ticket at the time of creation or that I have the opportunity to select it to create the task, currently only asks me the name of the project, type of task, name who will be assigned and nothing more, I need to ask me the priority too, what should I do to make this happen as I wish.

0
Apprentice
7 years ago
Apprentice
alexandre_12085Apprentice

Custom Date Field on tickets fielters and order byClosed

Hi all,  Now we have custom date fields, and this is great, but i can't filter by this custom field on ticket view page, and i can't order by this date field. So, it is very importat if i can use this custom field, otherwise is just an information on my ticket. So my suggestion is to have the custom date fileds on the left side of the ticket view, to filter by this field, and have this on oder by area, with the order by creation date or due by date options.

10
7 years ago
Contributor
len.smithContributor

Support the ability to exclude a topic from "Popular Topics"Closed

There are times when we need to post a topic to a forum and we'd like to exclude it from the "Popular Topics" section for a variety of reasons.  It would be helpful if you could add an additional toggle to a new forum topic that would allow us to exclude that topic from  the "Popular Topics" section.

0
Contributor
7 years ago
Apprentice
haleyApprentice

Glossary functionality for solutions tab articlesClosed

We have a lot of terms that we use, some are more technical than others. They can catch some new clients off guard when first reading them in our knowledge base (similar to your solutions tab) as we try to explain how to do various things with our CMS. It would be really great to have a glossary functionality where we could have specific words highlighted automatically within an article, which would then (after a click) take the user to a glossary term explanation that we would generate. This would help empower our newer clients to learn more about our CMS and vocabulary. It would also increase our efficiency when newer clients are confused or are not grasping the information.  

4
7 years ago
Apprentice
vlaughlinApprentice

Separate Contacts and Company when SearchingClosed

So, I tried to use the search function to find a company. At first, I thought I couldn't search for a company until I realized the results appeared at the bottom of the contact list. I find it a little weird how contacts and companies are thrown together. It seems disorganized. I think it would be nice to separate the Companies from the Contacts when searching. That or a filter in the contacts would help. 

0
Apprentice
7 years ago
Contributor
eiren.smithContributor

Customers who send from the same email addressClosed

How does Freshdesk let us differentiate individual people who happen to send from the same email address? For example, IT-support@example.com. These people could be using this email address at the same time, or one person could be the predecessor of the other. I'm most concerned about the case where the address is being used by two different individuals in the same time period (not the case where one guy is the predecessor of the other). I want to ensure replies go to the right surname and that tickets are correctly separated into multiple individual people, not all showing as from the same person.

4
7 years ago
Apprentice
ckossallyApprentice

Upload videos into KB articles?Closed

I would like to add a video file into a kb article instead of words.  Can this be uploaded and run in Freshdesk or does Freshdesk only allow embedded videos?

13
7 years ago
Apprentice
gittiyakorn1995Apprentice

facebook social private videoClosed

chat messenger,received delete file and chat video

0
Apprentice
7 years ago
Contributor
ken.bauerContributor

Reorder ticket viewsClosed

We have a number of custom ticket views, both personal, and team wide. It would be nice if there was a way to re-order them, so that there was a more logical order to them other than "The order in which they were created"

40
aravind.sundararajan
7 years ago
Contributor
bdunnContributor

Built-in Searchable within the Forums pageClosed

Currently this is not available, and need to perform several clicks in or to find search results within forums e.g. go to the global search, type in search text, hit your [ENTER] key, click on the Forum tab from the main search results page, and then, and only then, are you able to see the search results.If the same built-in search that is found on the Solutions page, was also on the Forums page, that would be exactly what is needed.  I know if I am reporting this, thousands of other customers are needing this as well.

1
7 years ago
Apprentice
elliot.bonillaApprentice

Add custom fields to Jira ticketsClosed

It would be really helpful custom field information could pass from Freshdesk to Jira when a ticket is created. This way information that was already collected and populated by the support desk does not have to be collected by the developer working the ticket.

5
7 years ago
Apprentice
3dtechApprentice

JIRA Integration - Create FD ticket from JIRAClosed

 Hey Guys,Like you, we work between JIRA and Freshdesk all the time.  We love the flexibility of JIRA and the simplicity of Freshdesk.... works well...One thing that is frustrating is that I cannot create a issue\ticket in JIRA the link to FD (only FD to JIRA).  We would like to be able to do this when we create any type of issue.  For example we use an addon called "The Scheduler Pro" which can create reoccurring tasks in JIRA (but the work would be done by our support engineers) one example could be "Perform Monthly Maintenance Tasks".  The Scheduler Pro would then create a new task every month and this "integration" would create the FD ticket too.

4
7 years ago
Apprentice
adam.zientarskiApprentice

Expand JIRA Integration to ComponentsClosed

Expand Jira Integration to include the components field in Jira.Components are a useful integration because there are different sub sections of a system.For example,FreshDesk is a agile board in Jira, but you might add Live Chat as a component tag to send it to a different section of the board.

6
7 years ago
Contributor
chris.alfaroContributor

Link Multiple Jira Tickets To A Single Freshdesk TicketClosed

Currently you can link one JIRA ticket to a Freshdesk tickets. But if you have a single Freshdesk ticket with multiple issues, you can only link one JIRA ticket.Please update the JIRA integration to allow multiple links to be made. Thanks. App page.

3
7 years ago
Apprentice
paul.jacksonApprentice

Is it possible to see check emails sent in regards to an ticketClosed

Hi,We have an automated Requestion Notification set up and this works for the majority of our customers.However, some tickets raised by another help desk portal create tickets in Freshdesk, when we close the tickets, in theory, an automated close email is sent.The other desk portal does not appear to be receiving the emails, is it possible to check the emails sent, is there a mailbox used by Freshdesk or how do I check this?Regards

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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