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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
christopher_okpalaApprentice

Descriptive and Inferential StatisticsClosed

Is it possible to do descriptive and inferential statistics here.

0
Apprentice
8 years ago
Apprentice
bviolotApprentice

Mandatory comments when user submits a negative ratingClosed

We always aim to ensure that our customers are heard so we can improve our service. As such, we would like to be able to make comments mandatory when one of our customers responds to our customer survey.We would like to be able make this mandatory or optional depending on the rating.

3
8 years ago
Skilled Expert
patricksawyerSkilled Expert

VSTS IntegrationClosed

We are Visual Studio Team Services to manage code. We would like to integrate this with Freshservice for release and change management. Also connecting incidents to work items would be good. Right now we are looking at trying to accomplish this with some custom coding through the API.

0
Skilled Expert
8 years ago
Contributor
gwelstedContributor

Github Issues IntergrationClosed

Migrate the Github app that you have for freshdesk over to freshservice...

1
Contributor
8 years ago
Contributor
gwelstedContributor

Make TAGS RequiredClosed

we would like the option to make tags required, we used tags heavily to help identify issues. we have some techs who regularly forget to add the tags.. is there a way or could it be added an option to make tags required before closing the ticket

2
Contributor
8 years ago
Apprentice
lee.sydenhamApprentice

New ticket source of 'API'Closed

Can a new 'Source' be created for tickets of 'API' - I'm sure more and more people are using the API for integration with other applications/services and at present I have to pick one of the other 'incorrect' entries as there is no way of flagging that I have created through the API.Ideally I would also have one for 'Event Management' but would settle for API as most generic

0
Apprentice
8 years ago
Contributor
mike.mcraeContributor

Automated Approval Emails w/Dispatch'r for Non-AgentsClosed

You can send approval request to an email address directly from a ticket (service request) approval. (service-request.png)However Dispatch'r can only send approvals to helpdesk users. (dispatchr.png)I'd like the ability for Dispatch'r to send approvals to an email address just as you can from within a service request.It's odd that you can do it in one place on Freshservice, but not another place within the same system for the same function.

29
Dominic Dilip
8 years ago
Apprentice
support_12915Apprentice

GUI enhancement - allow colapsable right columnClosed

It would be nice to allow the rightmost column of fields to be collapsed and expanded at will. Doing so will allow for the main column body to consume more of the page making it easier to read & edit long documents.

2
Apprentice
8 years ago
Contributor
craig_14155Contributor

Multiple Scenarios ExecutionClosed

I find it super tedious to run multiple selections on a ticket because I have to open the Scenario dialog scroll and click execute. The dialog closes and I have open it again and select the next one. Sometimes I might have 3+ scenarios to run. It would be great if I could select many than click OK to run all in order of selection or just click Execute without the dialog being dismissed until I am ready to dismiss it (Esc or click and "x" button). This would make ticket processing much more efficient. Even more efficient if I could use keyboard to select Scenarios from a text box or from within the Reply window.

9
Contributor
8 years ago
Apprentice
jason.jamesApprentice

Security on SolutionsClosed

I would like to use "Solutions" section but need to have different permissions per folder for different Agents.I would like to choose exactly what agents have access to what folder.  At the moment it is just All Agents or logged in users, which doesn't give enough flexibility for me.Thanks

3
8 years ago
mrenaud
Skilled Expert
mrenaudSkilled Expert

Capability to use a url link to reach a Solution in another languageClosed

We just love the multi language knowledge base, but since most of our solutions are in English, we would like to be able to link to those solutions from other languages' context. We tried linking from a French solution using the URL of the English solution but it does not seem to work. This would make it much easier because it is sometimes very hard to search for a solution in a different language since the wording can be different. Thanks!

3
aravind.sundararajan
8 years ago
Apprentice
reganApprentice

Magento 2 IntergrationClosed

With the release of Magento 2 now out for some time, we think it would be very important for Freshdesk to rework a plugin for Magento 2.The below features would be great:- Single Sign On- Fully integrated Solutions and Forums (Basically having these display within the sites magento template offering customers a uniform experience.)- Fully integrated tickets within the customer's dashboard/account and website backend.- Fully integrated App for displaying order & customer details within freshdesk.Most these features exist in the Magento 1 integration, however, Freshdesk should stay ahead of it's competition and do this well before Desk and Zendesk do.

3
aravind.sundararajan
8 years ago
Apprentice
chorneApprentice

Admin View - Organizing GroupsClosed

Forgive me if I've missed some sort of option to enable this. However, when you are categorizing tickets (i.e. Sales, Support, Billing, etc) showing every open ticket in one view is pretty cumbersome. Is there a way to group by group so to speak? like if there was a little bar that showed something like Sales (3) - Support (1) - Billing (5) and you could click on those and show just that ticket view that would be awesome. If there is a way to enable this with a theme or something and I've just missed it, sorry!

1
aravind.sundararajan
8 years ago
Apprentice
a.goldsteinApprentice

Ticket Customer Mailing address exportClosed

 I need a way to export from filtered tickets the Requester's name and Mailing address in one csv file.  But the Mailing address is in the Customer database area.  Can this be added export list?

1
aravind.sundararajan
8 years ago
Apprentice
andersApprentice

Solutions and productsClosed

We have multiple products, and then multiple solutions under each product. It now looks like you need to log in to the specific portal to be able to add or edit the solutions for that portal/product. It would be great if there would be an "in-app" switch to be able to change the portal you viewed or edited. Needing to log in and out all the time is not very effective.AndersNorway

1
aravind.sundararajan
8 years ago
Apprentice
jober_12982Apprentice

Visible to customer switch sends two messagesClosed

When adding a note, there is an option to make it visible to the customer. The prompt is "Visible to the customer" with a value of Yes/No. You have the color green on No. So visually, visible to customer with a green value means yes, but the value is no. It should be red on no. Visible to customer = off/red/no. Yes should be green. Visible to customer = yes/gree/on. So your color of green should be red to indicate No. 

1
aravind.sundararajan
8 years ago
Contributor
chris.phillipsContributor

Additional Customer EmailsClosed

If 50 people raised tickets that are essentially the same ticket, we like to merge them and only have 1 ticket to work from which Freshdesk does quite nicely... Great! So what's the problem?Well, when we then resolve that issue, we'd like to inform ALL the users that logged tickets with 1 reply and without having to dig through all the added tickets and find the email addresses and add them to the Cc of that email...Would it be possible to have a section where you can client watchers or secondary users to tickets so that every time you click reply on a ticket, it sends to a number of people (in the to field) rather than replying to 1 person with whoever was on the last cc's)

1
aravind.sundararajan
8 years ago
Contributor
pmesritzContributor

Trending LineClosed

We used to use this report a lot to watch our backlog grow over time month by month. At this point, I don't see a similar graph. Some of the new reports are great, but is there a backlog one similar to this anywhere? All I see is volume trends, but that's not as "explicit".

1
aravind.sundararajan
8 years ago
Contributor
sbeesonContributor

Tables in forum posts?Closed

Does the forum support any type of tabular data layout?

1
aravind.sundararajan
8 years ago
Apprentice
sanoop.krApprentice

Create custom plugin for more than one accountClosed

I have created a custom app and looking for a way to copy the same plugin to other accounts. Is there any way other than copy, pasting the whole thing, looking for more generic solution.

1
aravind.sundararajan
8 years ago
Contributor
sbeesonContributor

Add Tag field to report filterClosed

it would be useful.

1
aravind.sundararajan
8 years ago
Contributor
d.nieuwendijkContributor

Show that chat was taken by colleagueClosed

Chat windows can disappear suddenly, when another agent accepts the chat. In any GUI, things suddenly disappearing is not a good thing, because by its nature that creates uncertainty.  It would be beneficial if, instead of disappearing suddenly, for a short while, the chat screen pop remained but would show that it was taken by a colleague.

1
aravind.sundararajan
8 years ago
Apprentice
ladtechnicalApprentice

Customer Chat and Portal appClosed

With so many customers going mobile, we would like to see the option of a customer app that will allow the customer to chat and view ticket status on the go. I know that they can just visit their customer portal from a browser to view ticket status, but I would like a chat option. We currently support our distribuitors in over 40 countries and many are field technical representatives. I would be nice if they can go on their mobile devices and start a chat session with us without having to access a perticular website. We don't want to add chat access to our public website as this would mean that end users would be able to contact us directly instead of going through their local authorized dealers. Please add this valuable feature,

1
aravind.sundararajan
8 years ago
Apprentice
info_15036Apprentice

Autoset corresponding fields/values when creating ticket (product or mailbox)Closed

Autoset corresponding fields/values when creating ticket (product or mailbox) So when we create a new ticket - whichever way it enters the system we want to set some variables on the product level (I know we can do it using dispatch as a workaround) .... but I think it is still a little weird that the sytem does not KNOW the domain/brand that a ticket belongs to Also we use the domain name in a dynamic build up of our support URL's on our own website https://snag.gy/0Ovfrm.jpg

1
aravind.sundararajan
8 years ago
Contributor
andrewsmithContributor

Filter or Export based on last updatedClosed

I can't find any way to do this currently, but I'd like a way to either: - filter tickets based on the time they were last updated, either by a customer or an agent - do the same thing as an export, ie where you can set the date range since the ticket was created/closed/resolved

1
aravind.sundararajan
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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