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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
ross.murrellApprentice

Set email domain at 'Company' levelClosed

In the admin screen under companies, you should be able to set the email domain for companies. For example, for 'My Company ABC' anything comes in from '@mycompanyabc.com' automatically gets assigned to the company.

0
Apprentice
8 years ago
Apprentice
derekApprentice

Add canned text to the description field when creating a ticketClosed

I would like the option to add canned or even default text to the description field when creating or editing a ticket similar to what is in place when replying.

5
8 years ago
Apprentice
jedwards_17924Apprentice

Add urgency to Problem fieldsClosed

We use the prioritization matrix and would like to be able to prioritize Problems based on priority as determined by Impact and Urgency. Not sure why Urgency was not included.

0
Apprentice
8 years ago
Contributor
ttubbsContributor

Only Display Departments/Companies associated to Requester in Ticket formsClosed

We currently have nearly 1000 departments/companies in Freshservice. Some of our contacts/requesters are part of multiple department/companies.To help locate the correct department/company faster when creating a new ticket or updating the properties on a ticket, it would be great if the department/company field only displayed departments/companies the customer is associated with.If another department/company needs to be selected that the contact is not associated with, then using the search box for the field would search all companies.

0
Contributor
8 years ago
Apprentice
technicalsupportApprentice

Create Incident/Request from requester's profileClosed

 It would be really nice if when you are looking at the profile of the requester to create a new incident or service request for them. When we are looking at previous tickets the requester had and they are having an issue that is not in the list, it would be able to create a new ticket for that requester right within their profile.

1
Apprentice
8 years ago
Apprentice
kristian.mannApprentice

Customer/Contact LocationClosed

It would be really good if the contact location was automatically brought through from an Active Directory field, such as 'Office' or 'City'.

2
Apprentice
8 years ago
Apprentice
iscruzApprentice

Role defaultClosed

I think be good be possible put a Role that a admin of helpdesk Created as Role default to all new agents to avoid problems of access unauthorized access

1
Apprentice
8 years ago
Apprentice
bcastroApprentice

HIPAA and BAAClosed

Any healthcare providers using Freshservice/desk? Need to see  how you all handle PHI?

1
Apprentice
8 years ago
Contributor
tfritzenContributor

Tutorials for End Users (Requesters)Closed

Having tutorials for end users (Requesters) that are more layman.The Tutorials and Videos are great for the Agent but we are trying to introduce Freshservice to our Employees.Having tutorials for them will help greatly, plus save me time by not having to educate or create tutorials for the end user.I've looked everywhere for some Requester tutorials but only find that the target audience is for the Agent.Thank you.

1
Contributor
8 years ago
Apprentice
ray_13820Apprentice

arcade for customerClosed

Hi,Do freshdesk allow the arcade point also apply on customer as well? Agent might have limit time to reply and answer, but some customer willing to provide answer or feedback to other existing as well. I am thinking could provide point to customer as reward, on the same time also encourage other customer willing to helping each other. Thank you.

1
8 years ago
Apprentice
simon_17313Apprentice

Contract Renewal - Allow attachment of updated documentsClosed

Hi everyone,When a contract comes up for renewal, it would be good if we could also attach updated contact paperwork etc.  Currently, when you create the contact I can upload this, but the only way to get the opportunity again is to delete the contact and create a new one.  This then removes the history of the contract.It would be nice if the history contained the attachments for each renewal and the current contact contained the newly uploaded documentsMany thanksSimon

1
Apprentice
8 years ago
Contributor
josh.thayerContributor

Trending Tickets and Sending AlertsClosed

Feature Request, or any alternate way to accomplish this. Using a field to categorize tickets. Have a process that looks at X number of tickets categorized a certain way, that counts how many of those tickets there are within a certain time frame (can be any time frame, but for this example, One Day).  Example:  So, say 3 tickets come in within an 8 hours period for "Break/Fix -> Computer -> Crash". The process sees 3 of these ticket and alerts us that 3 tickets that are categorized as computer crashes have come in.  This would help us start looking into why we are having so many computer crashes.  Another example: We have 7 stores call in to tell us they are out of flank steak. The system see 7 tickets for the set category, and alerts us it sees a trend forming. This gives is a heads up that we are having a sourcing issue with Flank Steak, and so we can begin looking in the issue before it spirals out of control.  Thanks for listening. 

2
8 years ago
Apprentice
jurgenApprentice

Add local languages nl-NL and nl-BEClosed

We are migrating our knowledge base to Freshdesk, but we have the issue that we need to separate Netherlands and Belgian Dutch language choices. 

0
Apprentice
8 years ago
Apprentice
charles.burnhamApprentice

Integrate Notifications feature with ChangeClosed

Notifications is a cool feature however it is of limited value because it is not integrated with other processes, notably Change.We are required to notify our customers x hours in advance of a change to their software. I would like to automatically trigger a Notification (for a selected Customer) when a Change is approved and moves into the implementation phase.This feature is vital since Change workflow automation only support emailing Agent Groups and not Contact Groups.

0
Apprentice
8 years ago
Apprentice
nick.georgeApprentice

Have a single account for all Freshdesk interactionClosed

I currently have three Freshdesk accounts. I have a 'normal' account, whatever that isI have an 'agent' accountI have a 'support' account (for writing this ticket). My question is, why all the accounts? Can't we have a single account for interactions with Freshdesk? 

0
Apprentice
8 years ago
Apprentice
kristian.mannApprentice

Ticket queue view descriptionClosed

It would be nice to be able to hover over a ticket from the ticket view, and see a description of the request/issue, instead of the last note/reply.

0
Apprentice
8 years ago
Apprentice
kristian.mannApprentice

Resolving ticket takes you back to queueClosed

It would be good if when you were in a ticket, and mark the resolution to Resolved/Closed, then it returns you straight to the ticket queue after you press Update. 

0
Apprentice
8 years ago
Contributor
cblairContributor

Option to edit solution article while viewing itClosed

We used Wordpress for years before migrating our knowledge base to FD earlier this year.  I loved being able to just click 'Edit' in the top ribbon while viewing a post (article) on WP.  The page would navigate to the admin view where I could make the needed changes and then save and publish.Now, I will come across issues that need to be fixed, and I have to open a new tab, then manually search for the article and then open it in a new tab (so I dont get an obfuscated url that loses my place when the page is refreshed) and finally make the edits.  It is a much longer process, and is seemingly unnecessary. I believe there should be some sort of role within FD that grants a FD user access to see some sort of admin panel, or have added options when viewing solution articles so that they can quickly and efficiently edit them from the article itself.

2
Contributor
8 years ago
Apprentice
kristian.mannApprentice

Discovery Probe OS VersionClosed

It would be really handy to automatically report on Windows assets that have either 32 bit or 64 bit operating systems.

0
Apprentice
8 years ago
Apprentice
kristian.mannApprentice

Ticket View - time createdClosed

The default ticket queue view simply says 'created 7 minutes ago'.  It would be good if you could display the actual time created instead.  This would then make it easier to assign tickets when there is a shift changeover of agents.

0
Apprentice
8 years ago
Apprentice
kristian.mannApprentice

Analytics Service ItemsClosed

The analytics are really good.  However, they seem to be missing fundamental functionality....the ability to break down Service Requests by Service Item.  Yes, this can be done in the reports section, but this is only a static report at a point in time.  It would be good to be able to have this displayed on an analytic dashboard next to all of the other Service Request information.

0
Apprentice
8 years ago
Apprentice
kristian.mannApprentice

Filter tickets by Service ItemClosed

It would be great if we were able to have a filter option of Service Item down the right hand side.  Currently, there is only Category, but this only refers to Incidents.

0
Apprentice
8 years ago
Apprentice
kristian.mannApprentice

Amend note date and timeClosed

It would be good to be able to amend dates and times of notes upon creation.  This means retrospective/historical actions would have accurate times stamped against them.Possibly with the ability to restrict to certain agent groups, as we wouldn't want everyone having this option. 

0
Apprentice
8 years ago
Apprentice
sgrinnallApprentice

Merge IncidentsClosed

Can we have the ability to set if we want to delete or close the secondary incidents when we merge them.Personally, I'd like to delete the secondary incidents, these are usually when a client has emailed about the same thing twice etc....  But I can understand that some would like to keep the secondary incidents too.Each month I delete about 30 calls which have been merged

6
8 years ago
Apprentice
sjones_16943Apprentice

Email encryption in Office 365 and FreshdeskClosed

We have a Global Client that would like to send us Office 365 encrypted emails to FreshDesk, thereby keeping Sensitive information secure and compliant. Currently this is not supported by Freshdesk.  Does anyone else think this is a great idea or have a possible solution.

0
Apprentice
8 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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