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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
lukeApprentice

Add ability to vote on feature requestsClosed

A uservoice style voting system would be ideal.

7
aravind.sundararajan
7 years ago
Apprentice
nshearerApprentice

Cataloging ProjectsClosed

We have two or three different offices that would like to use the project management feature of FreshService.  Our project management office defines a project differently than our developer teams.Is there a way to segment the list of projects?  I'd like to be able to go to the project listing and list all the projects for just one office.I've looked for tagging, but I don't think you can tag projects.  I also looked to see if you could put a custom field on the project details form, but I don't see how to do that either.Any ideas?

1
Apprentice
7 years ago
Apprentice
peter.martinApprentice

Personalised DashboardClosed

Hi there,I am keen on seeing what you guys are doing around personalised dashboards for agents. We have recently (yesterday) gone line and the out of the box default page is very busy and agents are keen on creating their own default view?....regardsPeter MartinHead of IT Service Delivery for Portsmouth Hospitals NHS Trust

7
Apprentice
7 years ago
Apprentice
jdeanApprentice

Feature Request: Customizable Ticket Summary DashboardClosed

The Ticket Summary dashboard lacks customization.Each of the 5 displays (Overdue, Open, On Hold, Due Today, and Unassigned) should be customizable.For example, being able to Update the title and link to the desired filter that was setup specific to the Agent would add a lot of benefits.There was some discussion around this and I was told it would be launched in q3 of 2017, it is now almost Q2 of 2018 and I can no longer see this on the roadmap.Can we please add this simple modification to the roadmap?

8
Apprentice
7 years ago
Contributor
jinlong.yeContributor

Better Dashboard to show ticket summaryClosed

Right now the "Dashboard" is ugly and useless.When will we be able to customize a dashboard so that we it looks better and more presentation on a TV display?

19
Contributor
7 years ago
Contributor
cmarriottContributor

Reporting on CatalogueClosed

It would be great if reporting could be carried out on the service catalogue by number of which type of request that is being raised , that can then be drilled down by department, location etc...Many thanks in advance

8
7 years ago
Apprentice
icechunkApprentice

Scenario Reply but don't SendClosed

There should be an option in Automation Scenarios to add a response to a ticket but then allow the agent to tweak the response before hitting send. Right now we can only add a Note, but that immediately sends a notification to the requester.Also the Add Note Text Area on the Edit Scenario screen should be bigger (or resizeable)

0
Apprentice
7 years ago
Contributor
richard.tomlinContributor

CSAT developmentClosed

It would be nice to see some development to the CSAT section. Ideally if we could add more than 3 options, customise which are positive, add targets for agents etc.Even something as simple as the option to add the CSAT form to a random % of tickets rather than either all tickets, or allowing agents to manually choose when to send.

2
7 years ago
Apprentice
hernan.nunoApprentice

On demand Discovery Sync with FreshserviceClosed

 We use agent to have the inventory of equipment but even is the asset didn't have any change the agent should report and add something like I'm live message or the possibility to do an inventory on demand, so If I need to know in a moment the software of hardware of a specific asset I can program an update o reinventory on demand.  I hope you can add it on new release. Thanks

2
Apprentice
7 years ago
Contributor
julien.paillardContributor

Show Activities by default on tickets (configurable setting)Closed

As a Freshdesk agent, I* would like to be able to decide whether my tickets should show conversations or activities by default when I open them.  If "Show activities" is ON by default, it would be even better if I could preview the detail of each activity by hovering over it.*Or maybe my Freshdesk administrator could configure this for me.

6
7 years ago
Contributor
tmcdadeContributor

Add system status panel to the FreshDesk portal login pageClosed

We'd like to have the ability to add a system status page to our freshdesk portal login. The status page would display our various systems, up/down status and any metrics we choose to share about the relevant system. This would help prevent/limit the number of tickets when we have a known issue. There are solutions for standalone pages - https://cachethq.io, https://www.statuspage.io, and https://status.io are a few examples. This could probably be achieved with an integration with an existing status page solution. A customizable portal login page in general would be nice even if this specific request couldn't be accomplished - at least we could include a link to our own status page before login if nothing else

4
aravind.sundararajan
7 years ago
Apprentice
scotApprentice

Allow customers to see Time TrackedClosed

Would like to see an option for allowing customers to see time entries.  Perhaps a global setting per Company, or a check box when entering time.  This would be similar to Public/Private notes.  Several of our customers would like to see how much time is being spent.Another option would be to create a "time" report that would be available via the customer portal.

2
aravind.sundararajan
7 years ago
Apprentice
dsaundersApprentice

Show Client Time SpentClosed

Hi, we operate a typical IT consulting firm where blocks of hours are purchased at a discount.  Our clients would like to see how many hours are used up as time is entered against tickets.How do I do this?

10
aravind.sundararajan
7 years ago
Apprentice
petrovApprentice

Timesheet info for clientsClosed

It would be very useful for clients to see timesheet info in ticket view. As simple solution it will be good to see sum of each billable and non-billable time in the right column of ticket view.

3
aravind.sundararajan
7 years ago
Apprentice
ludovicApprentice

Customize the User activation pageClosed

Current Behavior Description:Currently, you can customize most of your portal's pages but you cannot customize the user activation page.It keeps FreshDesk's branding style and is even not very pretty if your logo is dark:Expected Behavior Description:It would be great if, depending on your license like the for the other pages, you could:Apply the colors defined in the "Color & font" tab of the "Portal Customization"Apply the CSS code defined in the "Stylesheet" tab of the "Portal Customization"Be able to change the entire layout in the "Layout & pages" tab of the "Portal Customization"Thanks,

1
aravind.sundararajan
7 years ago
Apprentice
achimrsApprentice

Hide the Freshdesk ad in Portal footerClosed

Hi,I've configured the portal shown to my customers by "Helpdesk Rebranding", including an own URL. But still there is a line shown in footer "Help Desk Software by Freshdesk" which does not belong to my product.Is there a way to hide this line, from which plan onward?Thanks   Achim

3
aravind.sundararajan
7 years ago
Apprentice
mariogilbrApprentice

Improved search for the userClosed

although the user can search the Forum and Solutions at the same time, when he's in the Home View, unfortunately, he does not have this option when he's in the Forum View or in the Solutions View.Currently, before posting this topic, I had to go to the Home page, do a search, read some, go to the forum page, go to ideas page in the forum page, and click new topic.I think the best solution would be:Scenario: the user in the forum page want to post something.then the user type in a field and see the references in solutions and forums. After that point, the user could choose If he wants to post or not.Thanks for your attention  Mario 

2
aravind.sundararajan
7 years ago
Contributor
geoffContributor

Forum Voting System for Feature RequestsClosed

Provide the ability in Forums to not only vote and add comments, but have custom vote limits for clients/customers and a hierarchal vote system, similar to the previous requests:https://support.freshdesk.com/support/discussions/topics/44This would then provide each client/customer x number of votes per time period (for example a month) and they can allocate their votes accordingly (instead of liking a requests).This would then provide us with a more measured means to assess requests/feedback from our client allowing us to better improve our product and target requests/feedback which is  beneficial to all users.This would appear similar to uservoice but an email address would either autofill or be recorded in the background as the client would need to login to vote.

3
aravind.sundararajan
7 years ago
Contributor
kchandlerContributor

Restrict access to Solutions & Forums by CompanyClosed

We wish to preclude customers from Solutions who are not current on their software maintenance plan.  Currently, we can do this by entering all the customers who are on maintenance in each folder in the Solutions.  It will be more efficient if we only enter the exceptions, i.e., those off maintenance.  And if we could also enter this at solutions and/or category levels and have it roll down to folders.We have several categories, with several folders under each.  It will be quite tedious to set, an more importantly maintain,  Visibility at the folder level

2
aravind.sundararajan
7 years ago
Apprentice
matt_10718Apprentice

Restrict access to Solutions & Forums by CompanyClosed

We develop bespoke software for our clients, i.e each client is different and has different requirements. We want them all to access the helpdesk but we only want to show them the specific solutions and forums applicable to them. I realise I can make this work with multiple products, by making each client a 'product'.  However, I'm not able to 'assign' a specific 'Company' (in Customers) to a portal, meaning that users from one company could log into another company's portal if they knew the URL.I'd therefore like the ability to make certain solutions and forums 'customer specific'.  If I could also create different ticket forms for each of these different companies I'd be a happy camper!

9
aravind.sundararajan
7 years ago
Apprentice
zandiApprentice

Placeholders in SolutionsClosed

Would it be possible to use custom placeholders in Solutions? For example let's say shipping takes 3 days and that's explained in 15 different answers. Instead of having to update 15 different solutions if shipping changes, it would be great if you only needed to modify one placeholder. 

2
aravind.sundararajan
7 years ago
Apprentice
ted.epsteinApprentice

Report: What have our users been searching for in the knowledge base?Closed

If we knew what our users had been searching for in the knowledge base it would help us provide content that met their needs. So we'd like to be able to review the history of all searches on the knowledge base, or generate a report to summarize this information. Ideally, something like google trends. But something way more basic would work, like a list of searches or search words, sorted lexicographically. These could be downloaded from the support portal in a CSV format log file so that we could use excel and other tools to inspect/search/sort/analyze the data.  Data fields might include:  Date Time Search - the text entered by the user User name - do we know who made this search? Remote IP address  Once we know more about the data we could make other suggestions about how this data could be served up from the support portal.   A related idea would be: view searches and page views by registered users. What is a specific registered user looking for and looking at? That could be very interesting.

3
aravind.sundararajan
7 years ago
Apprentice
alexander_16397Apprentice

Sending Solution Articles Directly to CustomersClosed

Is there any way to send a customer a solution article?

2
aravind.sundararajan
7 years ago
Contributor
trace.symondsContributor

Allow Manual Linking of Related ArticlesClosed

We have implemented our first KB and spent several hours on tagging all of our 400+ articles to ensure that the 'Related Articles" display correctly.  In some cases, we have articles all with the same tags and they are not listed as a Related Article.We would like to request the ability on every KB Article creation page, to select the articles we wish to have displayed.  Only those articles chosen will display as a related article for the end user. This is done so that we are not displaying frivolous articles to the end user.  We have taken very complex processes and created small digestible procedure steps that all tie together.  Having related articles that specifically tie to each other, without trying to have to figure out the complex world of tagging, is needed in our business case.  I'm sure others would agree!

13
aravind.sundararajan
7 years ago
Contributor
adam.feldman_14552Contributor

Ability to Add Tasks and Internal Alerts in FreshdeskClosed

Would be helpful to have the ability to create tasks and internal alerts in Freshdesk. 1) Customer service teams usually have a wide range of tasks across different departments. It would be helpful if tasks can be set (with dates) and viewed from within Freshdesk. 2) It would be great if managers could send internal alerts to agents when an update or service issue occurs. The alerts could be shown in Freshdesk as an alert.

7
aravind.sundararajan
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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