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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
nconnollyContributor

Extract of time a ticket is OPEN ???Closed

My company has been using Freshdesk for over 1 year now and we have been very happy....up to this point.We are looking for what we think is a very basic request and should be in place already for all users of Freshdesk.We would like to be able to extract the time that a ticket is OPEN for. This information should be needed by most companies who deal with SLA and who want to continual improve their service.With many phone calls and emails back and forth, Freshdesk managed to create a widget which, when an agent navigated to a ticket, a timer would start, and when navigating away from the ticket, timer would stop.....This doesn't calculate the time a Ticket has been OPEN for.My understanding of this in the simplest terms is the following: On save of the ticket to status of OPEN, save the current date-time to a free text field on the ticket On save of the ticket to anything other than OPEN, calculate the difference in the current time to the free-text field and save to a second free-text field. If this field already has a time in it, add the time onto the existing value In the above calculations, take into account the business hours Has anyone else out there in the world of Freshdesk been able to calculate the time a ticket has been open, taking into account the business hours?this piece of functionality is core to our business and I would think we are not the only one...Freshdesk, is this something that can be added into the next release?Kind Regards,Loyal Freshdesk User

8
8 years ago
Contributor
laurence.hendyContributor

Weekly summary report of overdue ticketsClosed

Can a feature be made to automatically email out a list of tickets each week to a person i.e. manager, so they have a summary of tickets to look through to see what is outstanding

2
8 years ago
Contributor
scantrellContributor

Non-system-global Location "drop-down" field with list items tied/associated to specific companyClosed

Summary proposalAdd a property list item or drop-down type list item for which the contents or list items are part of the company record as opposed to the global or system record.Proposal detailsIn the proposed drop-down list the items are stored in or part of the company record making each list unique to the individual company. Agents would be able to add items to the drop-down list for each company. In a ticket for a given company the list contents would be the items associated with that specific company.This would be similar in function to the current "multiple companies" feature present for customers. A primary differences between the multiple companies feature and this proposed feature is whereas the multiple companies source is linked to the companies table which is static and not part of the customer record, the contents for the proposed feature would dynamic and part of the company record.Use case scenario for this field typeMany of our customers have multiple facilities spread across multiple geographic locations. It would be great to have a "drop-down" list in which the contents or list items for the drop down was tied or associated to the specific company.i.e.:Company A has three facilities LabA, LabB and the Corporate complexCompany B has two facilities Assembly BldgA and RnD OperationsCompany C has only one facility location (drop-down will not be populated)The drop-down list in the properties of a ticket for a given company would only contain the locations or facilities for that company.

0
Contributor
8 years ago
Apprentice
david.hbApprentice

Requester works for multiple companiesClosed

I have a situation where the person who submits a ticket may be working on behalf of any number of different companies.We need to be able to identify which company the ticket relates to.Would it be possible to have a "Company" field in the Submit Ticket window, which populates by default to accommodate most needs, but can be overwritten if necessary with a company that is already set up on the system?

152
aravind.sundararajan
8 years ago
Apprentice
dvitaleApprentice

Feature requests for improved usabilityClosed

Please pass these suggestions on to your developers. Thank you.1. In the Ticket view, in the right-hand column the three lines are Agent, Status, and Priority. Please add "Tag".2. When closing a ticket, please add the option to have the requester receive an auto-generated notification that their case has been closed.3. When choosing Filter options in the Ticket view, change 'Tag' so that the pop-up menu contains check boxes. Currently selecting multiple tags is tedious.4. Under 'Agent Availability', enable agents to be enabled/disabled on a per group basis, not globally.

0
Apprentice
8 years ago
Apprentice
bgawithApprentice

Multiple loaner request items on Service RequestsClosed

You can add multiple items on Service Requests as long as those items are not marked as a Loaner item in the Service Catalog.  You also cannot setup Loaner items in the Service Catalog that have additional items that the user can request.  In our situation we have a set of Laptops for checkout but we also have USB Monitors that they can checkout. It would be nice to be able to have extra items like that on a single request jut like you would if you are permanently assigning the user to a device.

2
Apprentice
8 years ago
Apprentice
leslie_17539Apprentice

Trigger Observer Rule based on content in private noteClosed

Observer Rule can currently only be triggered by "Last Interactions" (replies and public notes. It would be very helpful if we could trigger a rule based on text contained in a private note, too. For example, if an agent adds a private note on a ticket, that includes the words "feature request" such as "This is a feature request from a user about XYZ", I'd like to trigger a slack notification to our engineering channel so that they can review the ticket and consider the request.

0
Apprentice
8 years ago
Apprentice
danielmApprentice

Ticket categories and category specific fieldsClosed

Add Ticket Categories as an item to edit from the Admin panel and allow the setup of category specific fields depending on selection.

2
Apprentice
8 years ago
Apprentice
danielmApprentice

Locations for Tickets uses independent list of locations for some reasonClosed

Need to be able to add a location field to a ticket and have it use the already populated location list from the Admin settings.

0
Apprentice
8 years ago
Apprentice
danielmApprentice

Need additional conditions for rules/workflowsClosed

Should be able to use the condition Requestor is not at Location so it may apply to many locations.  This is good when you have 1 internal location and many client locations.

0
Apprentice
8 years ago
Apprentice
nicolas.delporteApprentice

Integration google driveClosed

Hi,We used google drive for repository documents. I don't see any integration with google drive ? Do you have a roadmap for this feature ?Thx

15
8 years ago
Contributor
roberto_garciaContributor

Allow Agents to select their default from email address.Closed

So that agents can select a default address that isn't usually what everyone else uses.

0
Contributor
8 years ago
Contributor
randall.loweryContributor

Added info to 'All Company' view/dashboardClosed

It would be amazing if you were able to add columns to the view of the companies. for example I would like the ability to see the number of contacts associated with each company in the column view and possibly include that number in the export options.

0
Contributor
8 years ago
Contributor
laurence.hendyContributor

Dashboard userClosed

Hi,I want to display the dashboard on a monitor in the office but dont want to use a normal Agent logon for security reasons but also don't want to use one of our paid agent licences, it would be good to have a way to display just the dashboard but with a free view only licence.RegardsLaurence

10
8 years ago
Apprentice
michael_16132Apprentice

OneDrive for Business supportClosed

My company provides support to business and government, where all organisation are using OneDrive for Business.   This is needed to attach large files to a case, we cannot use the personal edition of OneDrive now offered in FreshDesk. When will support be provided for Overdrive for Business???

7
aravind.sundararajan
8 years ago
Apprentice
simonApprentice

Display company information when creating ticketClosed

 My Helpdesk staff often enter details in to a new ticket whilst on the phone to then end user. They will have filled in the requestor field using the customer's domain.Is it possible to have this then display the Company information on this screen (down the right hand side) showing the company notes, customer type etc.This would allow us to warn the agent about specific requirements for this customer.

0
Apprentice
8 years ago
Apprentice
adam_smeetsApprentice

Solutions with Sub-FoldersClosed

Currently, when creating a solution you cannot create sub-folders. For example, a category called Technology Services >> Can only have one folder, Software. Ideally, we would have a sub-folder in Software called Adobe, Microsoft or any of other other vendors. Is this on the roadmap?

0
Apprentice
8 years ago
Contributor
nikkiContributor

Custom Response and Resolution TimesClosed

Right now, the default configuration show s that a ticket resolution time has the maximum span of three days. We were hoping that this could be changed seeing how some issues may not be solvable within this time periood. Is there a way to eliminate even having a set resolution time or ticket response time?

3
8 years ago
Contributor
dave.kavanaghContributor

Custom names for built-in statusesClosed

I would like to be able to rename the default statuses in Freshdesk, Open, Pending, Resolved, and Closed.For some reason, my team really struggles with the concept of the 'pending' status. We've talked about it, used examples, tried different analogies, but they keep misusing it, which leads to annoyed customers. It's a simple concept, which should be instantly graspable like 'closed', 'send' or 'attach', so I think that the name is what throws them off. I would love to be able to change it to something like 'waiting on customer' so that there's no ambiguity. Keep up the great work FreshWorks!

0
Contributor
8 years ago
Contributor
c.ruegerContributor

Forum: Suggested solutions for new TopicClosed

Dear FD-Team,the suggestions of solution articles when you create new ticket is great.We wish the same would be shown for creating a new forum topic. We are using the forum a lot and for a lot of questions people ask in the forum again and again, there is already a solution article. It would be great if they would see such articles suggested as they type the forum topic title. 

2
Contributor
8 years ago
Contributor
ttubbsContributor

Consistency between Requesters/Contacts Imports and ExportsClosed

When working with imports and exports of Requesters/Contacts in Freshservice, I'm noticing the data exported and requested during an import is inconsistent.For example, the following information is requested on Import but not included on Export:- Can see all tickets from associated companies- Domain- LoginIf this information is requested on Import, it should also be included upon Export as well.(Also having definitions for fields like "Domain", "Login", and "Extn" would be quite helpful.)

0
Contributor
8 years ago
Apprentice
g.williamsApprentice

HTML TasksClosed

We would like to use tasks to be able refer people to solutions especially when we have workflows that require lots of actions / guidance. Unfortunately as there is no ability to add links its impossible.

0
Apprentice
8 years ago
Contributor
thanos.massiasContributor

Search by Message-IDClosed

It would be cool if we could search for tickets, by Message-ID of first or any subsequent ( reply) emails in a ticket thread. It would be even better if this included, except the Message-ID header, the In-Reply-To and References headers also.Example: I can see in the logs of my email server that I have forwarded an email with Message-ID: 16D101B2BAD9744E91645834BFE9F52D032CFB36D5@aaa.bbb.ccc to Freshdesk but cannot find the ticket it attached to and help by message content doesn't help ( perhaps the content is unremarkable and I am lost in a sea of results ).I would like to be able to search Freshdesk for this Message-ID and find the relevant ticket(s).Rationale: Enable the end user to track emails without having to ask the Freshdesk support to do it for them.

0
Contributor
8 years ago
Contributor
giacomo.romagnoliContributor

being able to see active agents when assigning ticketsClosed

when i'm on the ticket page, sometime i assign ticket to people when i'm doing that freshdesk shows me a list of people pertaining to a certain group but that list is complete of all the agents of that group and what i want is that i want that list to be filled only with ppl that are in acceptance (i.e. active on work, not ill or on vacation)

0
Contributor
8 years ago
Contributor
ttubbsContributor

Allow "is blank/empty/not set" as Condition in Workflow AutomatorClosed

Although set as a required field, if a Requester does not have any Companies/Departments set on their account, they are still able to submit a Ticket through the Customer Portal.We would like to be able to catch these tickets and perform a workflow on them, however, when adding a Condition with "Ticket Fields :: Company Name is ", text is required. There is no way to state if that field is blank/empty/not set. (See attached screenshot.)We would like to have the ability to set a condition of "is blank/empty/not set" on any field where "enter text" is an option and the field can be blank/empty/not set.

0
Contributor
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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