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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
ttubbsContributor

Option to Unlock Agent AccountsClosed

Due to inaccurate/unclear instructions with integrating Salesforce and Freshservice, one of our administrators were locked out of their Freshservice account due to too many invalid login attempts. This occurred at a very critical time.There needs to be a way to manually unlock an Agent account when it is clear that the Agent in question is not performing any suspicious activities.Not being able to unlock account causing issues with downtime and decreased productivity when it occurs as they are not able to perform their duties.

2
Contributor
7 years ago
Contributor
ttubbsContributor

Selection of custom Company Fields in Conditions of Requester GroupsClosed

We are looking to make better use of the Announcements feature in Freshservice to inform our customers of any changes that may affect them.Requester Groups are a great way to be able to select multiple Companies at once. However, requester groups we have a large number of companies associated with them. (One has nearly 300 companies.) Having to manually update this is tough.Since we usually group our customers by their parent organization, we have a custom Company field that contains the parent Organization.To make adding these companies to Requester Groups, being able to choose these custom Company fields in the conditions of the Requester Group would save us a lot of time while being able to also create the group on other criteria.(We have other custom fields we use as well to group companies that would also benefit from this.)

0
Contributor
7 years ago
Contributor
mshaferContributor

Identify Vendor contacts separately from RequestersClosed

Today Freshservice lumps all users and contact into either Requesters or Agents. For organizations, such as mine, that are only using Freshservice as an internal helpdesk; this creates a number of issues. The root of them all though is that people outside of my organization are granted some form of access within my Freshservice environment. Problem 1: Support portal and solutions. Anyone that has a requester is technically allowed to access my portal and solution center. We may put help information in our support articles that are specific to our organization and would be a great place for someone farming information to gather intelligence. While we use SSO to authenticate our users, and the likelihood of anyone gaining access is low, the possibility is still there. Problem 2: Announcements. If someone types up an internal announcement and sends it to "everyone" then our vendors will receive an email. This is just frustrating and poses a significant risk of communicating internal-only information publicly. Because of this risk, we don't use the email option which means we need to send a secondary email to staff instead of the far more efficient method of clicking the checkbox and letting the tool do the work.Whatever method is chosen is irrelevant, but there should be a way to limit access to and communicate with staff natively. 

0
Contributor
7 years ago
Contributor
len.smithContributor

Add Agent-defined Help Text (or URL) to Custom Fields / Display to CustomerClosed

It would be extremely useful if you provided a way for an agent to add some Help Text to any field and that if such text was present, there would be some visual icon that would display next to the field that a customer could then click to view the help text.  This would help provide more functional clarity for customers on how to complete a Ticket.  A PDF of a storyboard is attached.In the alternative, what would also be effective (and maybe easier to implement) would be a simple field to supply a URL to a Solution Article that covers that aspect of a Ticket and then if a URL was supplied, you'd display a link next to the Field on the ticket.  A PDF of a storyboard is attached.I guess between the two options, I think being able to add a URL would provide the most flexibility.

0
Contributor
7 years ago
Apprentice
jshaw53Apprentice

Why do you charge $180 for SSL certifcates when they can be obtained easily for no charge?Closed

Why can't I use a Letsencrypt certificate?? Is this just greed on your part?

1
aravind.sundararajan
7 years ago
Contributor
len.smithContributor

Support the ability for an author to edit a previously submitted forum topicClosed

I noticed a typo on a forum topic I submitted and was surprised to discover that once I submit a blog, even as an agent, I have no way to go back and edit the original topic to perform any corrections.  Am I missing something?

1
Contributor
7 years ago
Contributor
len.smithContributor

Provide a "Format for Print" capability in SolutionsClosed

Customers will want to print a Solution Article form time to time and the current output is pretty ugly as it's a basic web page print that pulls in irrelevant information, such as the search fields seen below.I would like to suggest that FreshDesk offer improved printing:At a minimum, do not pull in any content not otherwise found in the article or forum,Provide some basic control over the presentation of standard headers and footers, even if this needs to be configured as part of the Portal's branding controls

0
Contributor
7 years ago
Contributor
len.smithContributor

Support the ability to allow Contacts to be moderatorsClosed

We are considering promoting a product MVP program and these individuals can be approved to answer forum questions.  It would be a natural extension of that program to also ask them to share in the moderation of those topics.  Therefore, it would be helpful if you allowed us to be able also pull in Contacts as moderators.The short answer is to make them agents, but that is too much overhead for just permissions to moderate.  

0
Contributor
7 years ago
Contributor
len.smithContributor

Support the use of Groups for ModeratorsClosed

Allow the use of Groups as an alternative to individual named agents.  This would make it easy to manage who can moderate as this is one of those "out of site - our to mind" configurations, especially when there are staff transitions.  Groups less so.

0
Contributor
7 years ago
Contributor
len.smithContributor

Add Expiration Date to Forum TopicsClosed

It would be helpful to have the ability to expire a Topic that may be date relevant.  For example, say we posted a Forum topic to announce a Webinar on a given date.  Once that date has passed we should be able to expire (hide) the topic.For expired topics, anyone with agent permissions should be able to see the topic, but it's flagged as expired.

0
Contributor
7 years ago
Contributor
dtlindermanContributor

Feature Request: Solutions, Retain Original AuthorshipClosed

It would be very helpful in the solutions section to include the original authorship in addition to the last modifier of an article. For example, it would be nice to see something like: Created By: Smith, John (02/12/2016) Last Modified By: Doe, John (12/11/2018)

2
7 years ago
Apprentice
nsmitsApprentice

Support for RingCentral MeetingsClosed

RingCentral Meetings uses Zoom's technology, though the two don't always play well together (i.e. a RingCentral Meeting user can join a Zoom Meeting, but I don't believe a Zoom Meeting user can join a RingCentral Meeting). Since the two are so similar, would it be possible to build a RingCentral Meetings app based on code within the Zoom Meetings app? It would be great if my Agents could schedule RingCentral Meetings with their Requesters.

1
7 years ago
Apprentice
djordanApprentice

Removal of automatic assigning of asset tagClosed

Hi can we please consider removing this feature that automatically assigns an asset an asset tag reference/number or make this an option rather than being compulsory. Most if not all organisations will already have a naming convention in place well before taking Fresh Service on and this means this won't align to the naming convention Fresh Service use.Purely as example I may have a 6 digit asset number and the first numeric character is 1 and this donates the hardware is a desktop and then I have another 6 digit asset number and the first numeric character is a 2 and this donates that the hardware is a laptop and so on and so on.Why do we have to have an asset tag assigned? I see no benefit whatsoever for this

1
7 years ago
Apprentice
bderooApprentice

Ability to change requester via dispatch ruleClosed

Piggybacking off an old request here:  https://support.freshdesk.com/support/discussions/topics/303978I have several emails that come in from various sources that are netsuite emails. The sources do not have their DKIM set up correctly and rather than having the sender change their settings I like to set up a dispatch'r rule that would change the requester email to the correct one. Is that possible?

3
Contributor
7 years ago
Apprentice
jnguyen_17809Apprentice

Add Keyboard Navigation to Scenarios MenuClosed

Hey FD Support Team/Community,It would be very convenient if you could add keyboard navigation to the Scenarios menu.  I often open up the scenarios menu by hitting the 's' key.  Then, I have to use my mouse to click the scenario in order to use a scenario.  I would like the ability to do the following:1) tab through the list and enter key2) use a number key/keyboard combination to select a specific scenario3) use the arrow keys and enter key.Thank you for your time and consideration.Best regards,John N.

1
Contributor
7 years ago
Contributor
luke_10029Contributor

Include URL to ticket in Escalation EmailsClosed

Why not include a link to the original ticket in the escalation emails?  This would make it much quicker to get right to that ticket.

2
Contributor
7 years ago
Contributor
support1Contributor

"New article" buttonClosed

Hello,Can you add to the “New” button, an option to add a "New article" to knowledgebase?   I would be even better if we can edit the “New…” options we have thereFor example, we don’t user “New company” but we use “New ticket”, so it would be good to edit them Thank you!Avital 

0
Contributor
7 years ago
Contributor
len.smithContributor

Add "on tickets with these properties" to Supervisor Rules.Closed

Since Supervisor rules are timed, I need that capability to be able to check when a customer's renewal date is within, say, 60 days and alert the salesperson and if it's within 10 days, alert a CSM to check on whether or not a temporary extension is needed (e.g., the renewal is underway).  I cannot do this because the ticket properties option is missing from Supervisor.  Please add this selection to Supervisor so all three rule types are consistent. 

0
Contributor
7 years ago
Contributor
len.smithContributor

Allow Business Rules to trigger on Customer FieldsClosed

Hi,It would be very useful if FreshDesk offered administrators the ability to create a business rule that would allow us to fire off of a value in found in the Company Record.The use case for us would be where we want to fire a Scheduler rule based on the date found in the Renewal Date field. 

3
Contributor
7 years ago
Contributor
support1Contributor

organize scenarios in categoriesClosed

Hello, Is it possible to organize scenarios in categories? We have too many scenarios and it takes time to find the one we need as we don't always remember the scenario name Thank youAvital

0
Contributor
7 years ago
Contributor
support1Contributor

Split the table viewClosed

Is it possible to split the table view? For example, if we have a view for “Pending” status tickets, and another view for “Waiting on customer” status tickets viewWe can only view one ticket view at one momentWe would like to view them both or more views at the same time but in separate tables Can you assist, please?  Thank you!Avital

0
Contributor
7 years ago
Contributor
len.smithContributor

Support the ability to Merge TagsClosed

Over time (or as part of any migration into FreshDesk) the overall list of Tags may need some housekeeping, and that may include the need to reduce the overall number of tags or to clean out duplicates or misspellings.  It would be helpful therefore to be able to Merge tags.

0
Contributor
7 years ago
Contributor
len.smithContributor

Support the ability to sort the master Tags list.Closed

It would be extremely helpful if you offered the ability to sort the list of tags by:Tag Name (alphabetic)Ticket (frequency - Most to least / Least to most)Contacts (frequency - Most to least / Least to most)Solutions (frequency - Most to least / Least to most)..and that you offered column headings.

0
Contributor
7 years ago
Contributor
daniel.youngContributor

Pin Number for Priority CallsClosed

Hi, I would like to have the ability for callers to enter a pin to be prioritized in a queue, so for contracted customers or our own engineers they can use pin numbers (Ideally one each set in the contact section an with each pin you can choose a priority level). See here for this with Twilio: https://www.twilio.com/blog/2015/02/creating-a-priority-queue-for-your-call-centre-with-taskrouter.html Thanks Dan

1
7 years ago
Apprentice
rebecca.wilcoxApprentice

Closed Tickets in List ViewClosed

When a ticket is "Closed" it appears in the ticket list but is faded.  As a manager I need to review closed tickets for quality but it is very difficult to read them in this way.  I would like to improve the readability of these rows but still distinguish between an open/pending ticket and a closed one.

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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