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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
mark.frostContributor

Internal Contacts linked to CompaniesClosed

Hello,I would like the functionality to link companies to Internal contacts, our company as many others i am sure work on a company representative system.I would like to be able to link a representative to a company in our Freshdesk system, that way we can easily send notifications to the representative whenever a support ticket is raised for their customer / be able to report easily on a specific representatives customer base.Setting them up as an additional contact to the company we find does not provide us the functionality we require, if we enable our tickets to send out emails to contacts it will send it to the customer as well as the representative. We would like clear separation from this.Would this be something anyone else is interested in?

0
Contributor
7 years ago
Contributor
remi.petersContributor

start timer with scenarioClosed

Our field agents use scenario's to chance the status of their ticket. We have added states like: traveling, on-site, etc, so everyone is informed propperly. We would like to start the autotimer by the on-site scenario and to stop it by the resolve scenario. In this way we register the spend on-site time and this can be used in our billing to the customer. Is there a way to make this work?

2
Apprentice
7 years ago
Apprentice
ajimixApprentice

Mobile version?Closed

The site is not responsive and there is no mobile app (at least not on the Apple app store). Any plan to have mobile support?

1
7 years ago
Contributor
kileyContributor

Status DashboardClosed

We'd really like to incorporate a status dashboard for the services we offer to our customers/contacts. It would be really nice to have something like status.statusdashboard.com built into Freshservice where we can show outages at a glance.

4
jake.carden
7 years ago
Contributor
richard.levyContributor

Clear FiltersClosed

 On the Tickets page, we have quite a lot of filters that can be selected. I have to change the selection quite often and sometimes miss clearing one that I needed on a previous search.It would be beneficial if there was a clear all filters button.

0
Contributor
7 years ago
Apprentice
saad.ahmedApprentice

Cannot Login With Client AccountClosed

I am using Freshdesk API to create a helpdesk app for android but i am stuck in authentication step i can successfully authenticate from agent account but i cannot login with the client account, the client has recieved the account opening email and he can successfully login via freshdesk website but not via API in my android application, I have an alternative of getting all clients from API call but if i do this i can't authenticate fully becouse i won't get there passwords :D Please share your knowledge. Thanks 

0
Apprentice
7 years ago
Contributor
david.barrettContributor

Ticket View - Display Company FieldsClosed

HiWe would really like to be able to pull Company Fields into the Ticket View - Requestor Pane.This would be very good for displaying useful information like Support Level the customer has purchased without having to navigate away from the ticket to the company page constantly.We could hold this information at the contact level we do not want to populate this data for 100 users per company.Could a Custom App be built for this or ideally could this be integrated into core functionality?CheersDavid

0
Contributor
7 years ago
Apprentice
tom_10080Apprentice

Integration with JiraClosed

We use Jira for our software project tracker - and I currently manually enter tickets into jira for reported bugs. It would be great if this could be integrated into Freshdesk:http://www.atlassian.com/software/jira/overviewThanksTom

5
7 years ago
Apprentice
mnatalicchioApprentice

Dashboard - show if a ticket has running timersClosed

Hello!we are testing the freshdesk portali found a small problemdue to our organization, it can happen that an agent works on multiple tickets at the same timeI noticed that when tickets have active timers, they are not reported in the dashboardit's possible to enable a similar function to highlight tickets with active timers (also useful to avoid forgetting an active one) ?greetings

0
Apprentice
7 years ago
Apprentice
rik.snoeiApprentice

Country depending TimeformatClosed

Currently all Agents are forced to work with the Timeformat as shown in the image below: However, here in Europe, we use a different Timeformat than for example in the USA. Therefore, I would think it to be a good change if the Time format corresponds to the country of that Agent. I'm also ok with it being a global setting (so it's the same for everyone). it's just really awkward for Europeans to use AM and PM. This also is an issue for companies considering the software cause the is a pretty common requirement. This image is an example of a field in an asset but it's more used for Problems and Changes (Tickets).

2
Apprentice
7 years ago
Apprentice
j.clappApprentice

Solution viewsClosed

Hi, Apologies if this has already been discussed -I did search for something similar but couldn't find anything. Is there any way, or plan for a way, to measure how often Solutions are viewed with the need for 3rd party analytics? Any further details such as who has viewed solutions would be lovely! Many thanks, James

15
Apprentice
7 years ago
Apprentice
spencer.dauphinApprentice

Putting Account on Hold for not payingClosed

How do companies handle accounts that have not paid and putting them on hold?Thanks.

0
Apprentice
7 years ago
Apprentice
oliver_14249Apprentice

Newbie pre-sales questionsClosed

Hi allWe're looking at either Freshdesk or Freshservice. Can someone answer a few questions for me?1) Is there a migration path between the two? If we start on one and realise the other is better, can we move our implementation over?2) Do all the Freshdesk plugs and integrations work with Freshservice? We're looking at Insightly for the CRM and Freshdesk has a plug for it. Would this work in Freshservice? There's a Xero app for Freshdesk, but I can't see the same for Freshservice.3) Each Freshservice user comes with 100 free assets. Are these available across the business or assigned just to each user? If we have 10 users, do we get 1000 assets between the 10 users, or does each person only have access to 100 assets?4) 20c an asset seems a bit steep when a client might have several hundred devices, various logon details, apache configurations, etc. Is it possible to buy assets in packs with a reduced per-asset cost?ThanksOlly

9
7 years ago
Contributor
dtlindermanContributor

Feature Request: Company in Ticket ViewsClosed

We are running FreshService in MSP mode, and it would be extremely helpful to have requester company in the ticket view pages.There is plenty of unused space on that page for Company and possible additional fields that would be helpful for MSP teams working with multiple companies.

2
Contributor
7 years ago
Apprentice
ericmApprentice

Way to remove Implemented items from the Feature Request forumClosed

It would be nice if there were another sorting option in the feature request forum for "Implemented", and then these items could be removed from the prioritized list.  Once you get a page of implemented items, then people always have to click to the next page to see the highest priority pending items.

1
7 years ago
Contributor
ivan_13609Contributor

Freshdesk Chat ImprovementsClosed

Current Freshdesk chat solution is very basic and is suitable for small teams only. We have started to user Freshdesk tickets/solutions/forums but can't switch from LiveZilla due to the following essential functionality missing: Auto-assignment of chats to the agents (like tickets). Now they need to be picked up manually.  Max chats limit per group and per individual agent  All chats are auto-closed in 2 minutes in case of no response and you can't control this setting  It is not possible to create a chat for a group, only for a product. So we'd have to create fake products e.g. "Sales" and "Support"  Due to the above, you can't add one agent to two chat groups (like you can do with tickets). LiveZilla allows this and an agent can be online in Support group and Away (not accepting chats) in Sales group or online in both groups then he/she needs to help another department with chats.  I can provide more useful feature and describe use case scenarios if needed.

5
7 years ago
Apprentice
ssyedApprentice

Dynamic Dropdown ListsClosed

In service catalog form designer, the drop down custom field is great for simple selection. It would be handy to add another custom field that allows values in drop down list populated from customer database using some sort of API. This will avoid constant updating of values when the list changes in source database for e.g. location, rooms, etc.

8
Apprentice
7 years ago
Contributor
chrisContributor

Additional RequestersClosed

Sometimes I have the need to CC an additional requester on a ticket. Also perhaps a ticket could be “owned” by multiple requester’s?

13
7 years ago
Apprentice
nlayneApprentice

Survey is not sent when the ticket is created by an agentClosed

Hi, by design, the customer satisfaction survey will not be sent when the ticket is created by an agent.However, in my experience, the agent often has to create a ticket on behalf of the user, when they call or pass by the desk. In these times, the agent creates the ticket and edits the contact.To include these cases, I'm suggesting that the satisfaction survey still go once the contact is not an agent vs. on the current criteria.

3
Apprentice
7 years ago
Apprentice
akirk3Apprentice

Automatically add a public note to a ticket if with specific business criteriaClosed

In mint, is it possible to automatically add a canned response (public note) should a ticket have a specific status (e.g. 'Awaiting customer response') and the last update (day) be in excess of x5 business days as a prompt for the originator to provide the additional info needed to progress their enquiry? 

1
7 years ago
Contributor
david.zarnitzkyContributor

Ability to execute multiple Dispatch'r rulesClosed

It makes no sense that Dispatch'r executes the first matching rule-set and then stops. I can think of tons of use-cases where I would want multiple DIFFERENT things done to new tickets based on different rules...for example: - I might want any new ticket where Department = "Executives" to be set to priority "Urgent" - I might also want any ticket with the word "email" in it to be assigned to the "Email Support" Agent group - I might also want any ticket created outside of business hours to trigger an email to the Request (to say, Hey Buddy, nobody's getting back to you until Monday).- etc.etc.etc....I could come up with use-cases all day. All very valid, and necessary.There's no logical or technical reason why the system should NEED to stop at just the first matching rule. I think we could really use the ability for multiple Dispatch'r rules to be executed.Perhaps you could add a check-box item for Dispatch'r rules, something like "Continue Searching After Execute" -- that is not checked by default, so out of the gate, the new capability would be transparent to existing users. But if a user went in and checked that box, then the system would continue to search additional rules after execution.Please do this.

9
7 years ago
Apprentice
razApprentice

sort table view vy last respondedClosed

Hi,is there an option to add last respond date/last responded X days agoto the tickets table view?

0
Apprentice
7 years ago
Apprentice
admin_17403Apprentice

Knowledge Base. Add buttons for transition between articlesClosed

I very offen editing knowlwdge base articles and very lack of navigation buttons "Next" articles and "Previous" articles. Now I've to go back and search neded an article for editing.

0
Apprentice
7 years ago
Skilled Expert
martin.jSkilled Expert

Workflow Automator Approval DetailsClosed

Would be great to have fields related to the approval process available as placeholders within the Workflow automater.Such as the reason, and who reject it.

0
Skilled Expert
7 years ago
Apprentice
deepak.saojiApprentice

How to set Ticket field value using APi in jqueryClosed

Hi Folks,I am using jquery and I want to set the value of a ticket field. This field is a custom field. As shown in the attached snapshot.Can I get some help regarding making the API call using jquery.I could find somem information here, but its not using Jquery.https://support.freshdesk.com/support/solutions/articles/216548Thanks,Deepak

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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