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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
contact_17157Contributor

Data synchronization serviceClosed

HI All, We're considering to build service which will provide local or in cloud database with data synchronized from Freshservice. It will allow constant access to data and generate reports using chosen reporting application for example  BusinessObjects, QlikView, PowerBI, MS Excel and similar. Please contact us to hear more about it!www.coolservices.net

4
Contributor
8 years ago
Apprentice
blakelyApprentice

'Draft' status for Forum TopicsClosed

For example, we use Topics to post New Release information similar to Freshdesk themselves. It would be great to be able to write up the release notes in draft status and not publish until we are ready (e.g. on the actual release date).

3
8 years ago
Contributor
ttubbsContributor

Custom Task StatusesClosed

Tasks are a great way to keep our team up-to-date on some of the minor work needed to be completed before an Incident Ticket can be closed.There are some instances where the built-in statuses for Tasks aren't enough. For example, in some cases, a Task assigned to another agent will be declined (as it's a request to perform a task). The task technically is not complete, therefore selecting "Complete" isn't accurate. We don't want to delete the Task as it's still a that is sort of being actioned.Having the option to add custom Task statuses would resolve this issue and help track Tasks appropriately.

0
Contributor
8 years ago
Contributor
aleksandr.serguninContributor

Bulk open ticketsClosed

From time to time, we have the necessity to scan our whole ticket queue to ensure that there are no long running tickets without a response. We use filters to filter such potential tickets out, however, it would be great to have the ability to also bulk open all such tickets in a separate tab.

0
Contributor
8 years ago
Apprentice
royeApprentice

Filter categories based on agent group selectionClosed

I would like to see the category list filtered based on agent group selected.  This would make selecting the category/sub-category a lot easier for the support technicians.I would expect the mechanism for category filtering would reside in the agent group editing page.If someone wants to see all the categories, they would clear the agent group field.  Also, if the agent group has no categories filters set, they'd see all of them when that agent group is selected.Thoughts?RR

0
Apprentice
8 years ago
Apprentice
joe_13322Apprentice

Live chat history in Freshdesk MintClosed

Is this still being planned? A previous topic requesting this seems to be deleted.

5
8 years ago
Apprentice
mhaydenApprentice

Change Completed / Closed / Resolved DateClosed

We occasionally have tickets that go beyond 6 months old (longer projects, things waiting for the new fiscal year, etc) and they slip out of the default ticket view and the agent forgets to close the ticket when it's actually resolved.  On Spiceworks, we had the ability to edit the Resolved date in these instances so that the ticket metrics were not thrown off (and of course we had internal procedures around this, reminders, etc.).   It would be great to have this feature available in Fresh Service.  We didn't use it often, but used it enough where it's absence is missed.

1
Apprentice
8 years ago
Apprentice
ross.murrellApprentice

Allow agent signatures to be HTMLClosed

Is there, or can there be a way of allowing HTML in agent signatures? Our corporate signature can't be achieved using the current editor. We have to take a screenshot of the signature and use that, but it isn't great...

0
Apprentice
8 years ago
Apprentice
will.froningApprentice

Select Email in Form TemplateClosed

We have a number of email addresses configured for our environment, but when creating a ticket from the agent portal the default address is always used.I want to have a select-able list of the configured email addresses in the Form Templates, so that when I initiate a ticket the communication path is from the correct email address.It also makes sense that the address should be chosen automatically based on the group I select in the new incident page if there's an email address already associated to the group.

0
Apprentice
8 years ago
Contributor
keith_11877Contributor

Have IOS/Android app intercept FreshDesk URLs in notificationsClosed

When a FreshDesk URL is selected in an email and the FreshDesk app is installed in the device, open the URL using the FreshDesk app instead of web browser.  (similar to LinkedIn et al..)

6
8 years ago
Apprentice
mray2Apprentice

Inventory AssetsClosed

 Is it possible to add fields to Inventory Assets?

0
Apprentice
8 years ago
Apprentice
nicole.stepnoskiApprentice

Allow Client to Create Forum Post Using Details From TicketClosed

Requesting the ability for a client to have an option to take the subject and description of a ticket and send it to a forum post.  We also want these to be moderated forum posts still so the client isn't sending the details directly to the forum without our opportunity for moderation.

1
8 years ago
Apprentice
judithApprentice

Setting to show hidden e-mail contentClosed

I noticed, that Freshdesk hides certain email content, while other clients display it perfectly fine. In my example email, originated from UPS, a table has the class "hide" and in the HEAD there is a css definition: .hide { display:none !important; } Gmail, Outlook etc. delete those css definitions while parsing the content, because there should not be plain hidden content.Freshdesk seems to do nothing alike.For an example see the attached files, one rendered in Gmail and one in Freshdesk (without the table).So my proposal: Either mimic the behavior of the big email clients by default or at least make a setting to show hidden content from emails.Best regards

0
Apprentice
8 years ago
Apprentice
kieran_12941Apprentice

Ability to add wild card domains to a company for customersClosed

I have a customer with example.com as their domain. They have sites all over the country and use person@location.example.com as their email accounts.It would be great if i added example.com or *.example.com to the company contact to associate emails from person@location1.example.com and person@location2.example.comPlease note this customer has 100s of locations around the country.

7
aravind.sundararajan
8 years ago
Apprentice
emilieApprentice

Automatically copy specific team members within support emailsClosed

When our agents communicate with clients via Freshdesk, Project Managers and Client Success Managers want to be copied in all communications with their respective clients. In order to make it easier for our agents, I have created dispatcher rules  (see below) for each Project Manager and Client Success Manager however:1) since dispatcher applies only 1 rule per tickets this solution does not fully work2) this is not scalable because because the entire names and email addresses need to be added in the rule3) it requires too much maintenance as the rules need to be updated each time there is a change within the Project Managers and Client Success Managers teams.The ideal solution would be to enter a rule such as the following'For all support emails, copy the matching CSM and the matching PM of the requester's company'This would work dynamically since the CSM and PM information (name and email) is available within Freshdesk thanks to the Salesforce integration that is in place.

0
Apprentice
8 years ago
Apprentice
emilieApprentice

Track and filter "merged" ticketsClosed

Agents are able to merge tickets however it is not currently possible to report on "merged" tickets and this has created some discrepancies in our business intelligence tool. We need to be able to be able to have a "merged" filter in the API and also within the different available reports.

0
Apprentice
8 years ago
Contributor
jfContributor

Solution Author is not changed when solutions are updated by agents and (and the Author is automatically added as Watcher to article feedback)Closed

When I published an article, I am the Author of the article.When an agent edits the article and then publish the changes, I am still the author of the article - Not the agent. The Author is automatically added as a watcher to the article feedback tickets (created when a customer sends in a feedback on a solution article).This cannot be changed. This means I get article feedback messages for articles I haven't updated.The only way to go about this would be to unwatch me manually from such tickets.Since I publish 500+ articles this is a lot of manual work.Suggestions:Allow us to remove the automatic watcher assignment for articles.Automatically change the Author when an article is updated and published.

0
Contributor
8 years ago
Contributor
luke_10029Contributor

Ability to chat w/ other online agents or leave messagesClosed

I would be extremely helpful if agents could internally chat each other and leave messages one another or to a group of agents.  The sender would have the option to notify via email that the message was sent.Also having the ability to tell what Agents are on-line, idle or inactive would be helpful.  Check out podio.com for an example here.

3
8 years ago
Apprentice
support_14019Apprentice

add "Can see all tickets from this company" checkbox to Quick CreateClosed

When I am using Quick Create to create a new Contact, I would like to set the "Can see all tickets from this company" checkbox to true.  Currently it's not an option on the Quick Create form, so I either have to edit the Contact after (because it defaults to false) or use the New Contact form.We always allow contacts to view other tickets from their company...it reduces duplicate requests.

5
aravind.sundararajan
8 years ago
Apprentice
vivekApprentice

Export Tickets With TagsClosed

Hey Team!I feel that is would be ideal to have Tags included as an option when we export tickets as a csv file. Agreed, the options that has been provided right now for exporting tickets are quite good, but its not always that the tickets that we receive are in line with the subject of the mail and exporting tickets with the body of the mail is a bit tedious when sorting out tickets.Thanks,Vivek(The support we have received from Support Team till now has been great! Kudos)

5
8 years ago
Apprentice
tholcombApprentice

Ability to create a ticket from our #it-support channel in SlackClosed

After reviewing the Slack integration documentation, it seems like the only way to create a new ticket from a Slack slash command is from within a DM.Our users are very attached to @naming us in our company-public #it-support Slack channel and it would be super awesome (super-fresh even) if we could use slash commands to create tickets.

2
8 years ago
Contributor
blare.suttonContributor

Enhancements to Huddle to improve adoptionClosed

Hi! Love the new Huddle feature. But, there are a few things lacking that make it hard for our team to actually adopt it for production use. Much like most of your client base (I would assume) we are geographically dispersed and in different timezones. We use a variety of technology platforms to get our work done (PC & Chrome, iPad, Android & iPhone apps). Currently, we use FreshDesk and Slack for customer support, support team interaction, and support team interaction with our development team. To fully adopt the Huddle feature for day to day use, we need the following functionality to be included in it: Required - App support - if we can't see a huddle notification or discussion in the Android / iOS app, we can't use Huddle Required - Having a permanently open Huddle window in Chrome so we can see notifications against tickets and quickly click between tickets (like Slack channels) Desired - Having a dedicated Huddle section (like Dashboard, Tickets, Huddle, Social, etc.) Desired - Being able to create Huddle channels that aren't specifically linked to Tickets Thanks in advance, and well done with the features you've already brought us!

5
8 years ago
Apprentice
gsaraiApprentice

Custom ticket formClosed

I'd like to provide a custom ticket form for specific request types or authenticated clients in specific companies. Use case: User from Client A org can log in and click on a "CRM Enhancement Request" ticket form.

2
8 years ago
Apprentice
shawn_14058Apprentice

Auto Start TimerClosed

It would be very useful if this app could be expanded to allow MULTIPLE scenarios.For example - when a ticket is marked:  OPEN - BILLABLE start a timer that is billable. But if a ticket is marked: OPEN - NON-BILLABLE start the timer, but NOT billable.

0
Apprentice
8 years ago
Apprentice
kzakiApprentice

Mobile phone agent option for Android/iPhone/Windows PhoneClosed

It would be great to see a mobile phone agent option for Android/iPhone/Windows Phone to collect the mobile phone details, then sent and populated in the CMDB.

6
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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