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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
joe.stacavichContributor

Attachment ManagementClosed

It would be lovely if there was some sort of central "Attachment" section to be able to manage all files related to a case in one place. Currently we are either adding attachments to replies or via private notes.However, when needing to retrieve these attachments we have to go searching through each reply to find the right one.

11
aravind.sundararajan
8 years ago
Apprentice
ceoApprentice

RSS feed of the Recent ActivityClosed

I love to have a RSS feed of the Recent Activity to monitor evertyhing from my mobile without login to the desk

12
aravind.sundararajan
8 years ago
Contributor
mkozakContributor

Office 365/Exchange Calendar IntegrationClosed

Currently trying to jump through several different hoops to get tasks into the calendars.  Not a great workflow.  Any hope of getting tasks to sync with Exchange/Office 365 Calendars? 

40
8 years ago
Apprentice
sam_10882Apprentice

Ability to create a canned response right when replyingClosed

It would be very helpful and efficient to be able to create a canned response right when a response has been written. Before sending the reply, a link under the "canned response" menu could be "add new response" and it would take the text from the reply and confirm solution title etc. It's very annoying to have to first copy the text, send the the reply then go into admin>canned solutions, create the new solution then return to the ticket queue to continue ...

8
aravind.sundararajan
8 years ago
Apprentice
randolphApprentice

SMS messaging from FreshfoneClosed

I am evaluating Freshfone and it looks good.  We use Google Voice and love the ability to text to our customers.  If we were to switch to Freshfone, we would lose that functionality. Is that on the product roadmap?

6
aravind.sundararajan
8 years ago
Apprentice
jnApprentice

Option for using external SMTP serverClosed

I would like to use our own server for sending mails. This way no actions regarding DNS topics are required.Any chance?

17
aravind.sundararajan
8 years ago
Contributor
sonia.demenditteContributor

Archived ticketsClosed

Please add the option to view ALL tickets on a customer page (currently split) - see screenshot attached. I understand the archiving process exists to improve FD performances, but in my case, my performances are lowered because of the 'split view', and I need to beable to see ALL tickets logged under our customers account.

14
aravind.sundararajan
8 years ago
Apprentice
jpriceApprentice

Increased options for portal customization / brandingClosed

- Ability to really customize the look and feel of the support portal through wysiwyg / css / html options.  - Option for adding right or left side bar that could contain custom widgets / freshdesk  integrations - Option for adding a background image to the help desk portal - Custom Menu LinksHere is a great zendesk portal customization: Their main site apps-builder.com  | Their support site >  https://appsbuilder.zendesk.com/home

5
aravind.sundararajan
8 years ago
Apprentice
tom_15513Apprentice

Detection for Missing AttachmentsClosed

I'm hoping that functionality for (potentially) missing attachments would be able to be implemented.Something similar to how gmail checks for "I have attached" would be useful to have here in the few times that I have sent an email with the attachment not actually being attached.

1
aravind.sundararajan
8 years ago
Contributor
laura.labriolaContributor

Add Option for "To Email or Ticket CC" in Dispatch'r RulesClosed

Frequently our customers will open a ticket by including us in CC rather than putting us in the "To" line of an email.  Therefore for all of our Dispatch'r rules, we have to include two separate conditions - one for "To Email Contains" and one for "Ticket CC Contains".   It would greatly simplify our rules if there could be a combined condition (similar to the option for "Subject or Description") for "To Email or Ticket CC".

0
Contributor
8 years ago
Apprentice
lee.sydenhamApprentice

Add 'Today' to select on the Time PickerClosed

When updating assets or altering a lot of objects, it is slow continually scrolling through the Date/Time picker.This could be significantly improved with a 'Today' button similar to Outlook that you can click and it takes you straight to today's date: -

0
Apprentice
8 years ago
Apprentice
jenna_jeremiciuteApprentice

Customise ticket fieldsClosed

Hi Support Team,Would be great to be able to customise all ticket fields. ability to customise/manage options for the following fields: Source (e.g. adding 'Meeting' option and deleting 'Chat'), Priority, Tags. ability to remove fields from the ticket form and add back when required: e.g. Group, Type, Priority (which are non-removable). Some of the fields are not removable. Thanks,Jen

9
aravind.sundararajan
8 years ago
Apprentice
mcatlettApprentice

Display Date Ticket as Created Instead of Time PastClosed

I the ticket list view I would love to see the actual date and time the ticket was created instead of seeing "9 days ago".

7
aravind.sundararajan
8 years ago
Apprentice
mcaronApprentice

The Ability To Turn A Ticket Into A ProjectClosed

Good Afternoon,I'm new to Fresh Service and had a couple of suggestions, here is one. At our company we have many types of users. Most of our users that use the help desk (If at all) pretty much just add whatever they are thinking into a help desk ticket. Some of these are actually large projects.  Rather than leave the ticket sitting there for what could be weeks or months I would love the ability, with a click of the mouse, to convert the ticket into a project. It would remove that annoying overdue tag and remove it from cluttering the help desk ticket area.Thanks for listening.Michael

0
Apprentice
8 years ago
Apprentice
greg.zygadloApprentice

Pick list for CCClosed

 When users are entering tickets they don't have a way to pick names to add to the CC List of the ticket.  This would be nice to have so they don't have to go figure out what the email address is for adding a CC.When an admin does it they can, but when an end user does they can't.

0
Apprentice
8 years ago
Apprentice
andreasa82Apprentice

A newbie guide for agentsClosed

I need a easy way to explain for my agents how they should use Freshdesk. I also self have problem to understand the basic mail flow and how I should use it.  Example: What means with open, progress, resolved, closed?  Practical examples.

3
prashanthini.mande
8 years ago
Contributor
atorresContributor

Slack Integration - Actions SupportClosed

It would be cool to see Freshdesk on this dropdown!

2
Contributor
8 years ago
Contributor
jill.cantrellContributor

Is it possible to have the observer rules trigger with details/content of a note that was added?Closed

What I'd like to do is have the system trigger when a note is added to a ticket that contains something specific within the note, such as:"Can you please pull a call for me?"Would trigger the observer rule to add a tag to the ticket.  Here's an example, except I would want the "description" to be the body of the note, not the main ticket description.Currently it only seems to be able to pick up on the main description aka the body of the ticket.  Not the content of the note.  This would be SO helpful for our team to automate things instead of needing to manually add a tag or use a scenario automation. 

3
aravind.sundararajan
8 years ago
Apprentice
support_14143Apprentice

Overdue ticket totals not showing tickets with SLA time on holdClosed

The overdue ticket total on the Freshdesk dashboard does not include any tickets that have already breached the due by time, but have a status (both default and custom status) where the SLA timer puts the timer on hold: eg. Pending, Waiting on Customer, resolved waiting confirmation. If the Due by Time has exceeded, then it should not matter if the status puts the timer on hold. This is under reporting the amount of Open (not closed) tickets that have currently exceeded SLA.Is there an admin setting that this can be adjusted please.Thanks

0
Apprentice
8 years ago
Contributor
pietro.berteraContributor

Mint: canned response category not shownClosed

Hello,When you search a canned response when you answer a ticket canned response categories are not shown.We have plenty of canned responses with same title but in different categories, this is making the feature unusable for us.On the old interface we are able to see the category. Please show the Canned response category also in Mint. Thanks

1
aravind.sundararajan
8 years ago
Apprentice
rivozangovApprentice

Estonian translationClosed

Hello, FYI. I would be happy to help out with Estonian translation of Freshdesk, if you're interested.Thanks you very much,Rivo

1
aravind.sundararajan
8 years ago
Contributor
joshuaContributor

Time Entry as NoteClosed

I find that when I am working on a ticket, I am taking detailed notes of what I'm doing to resolve that ticket and also tracking my time.  I then put those notes in the Time Entry AND into a Public/Private Note so that it shows up in the ticket feed as well. It would be awesome if there was a checkbox when entering in a Time Entry to "Also create a Public/Private Note" so that when I put my notes in the Time Entry, it also creates it as a Public or Private Note (hopefully we would have the option to choose for it to be a public or private note when making the Time Entry). I hope this makes sense.  Thanks!

8
8 years ago
Contributor
ivan_13609Contributor

Maximum ticket limit per agentClosed

Dispatch'r and round robin work great but in case of the very intense day, the available agents can receive too many tickets. They won't be able to handle them during their shift and we'll need to re-assign all of them to the different shift agents.  We'd like to see a possibility to set max open ticket limit per agent per group (ideally possibility to set an individual open tickets limit (sometime new agents start and they can't handle as many tickets as experience ones)).  Example: if Support group has this limit set to 5. Agents who have 5 or more open tickets won't be receiving new tickets with round robin. If all agents have 5 or more open tickets, tickets will be unassigned in the queue.

5
aravind.sundararajan
8 years ago
Apprentice
bucci.giovanniApprentice

Cognitive implementation.Closed

Ho All,I would like to know if Freshservice has a cognitive component that makes use of IBM Watson, for example. Thank you,Regards,    Giovanni

0
Apprentice
8 years ago
Contributor
peter.janssensContributor

Add a due date to To-Do'sClosed

Hello. Similar to the request in https://support.freshdesk.com/support/discussions/topics/7284?page=1 ...I would like to be able to add a date to a to-do. Also, keep the to-do and it's due date visible on the ticket page for all agents. But in the dashboard, show the to-do's only when the due date approaches within a configurable number of days. I.e. allow me to show the to-do's (for all agents) for the next xx days, sorted on date.The to do area in the dashboard could preferably be expanded to also show the agent initials for the to-do. Then an agent just needs to open the dashboard to see what he has to do and what his colleagues are doing. I would like to see the to-do's for the whole department but I can imagine some would only want to see their own to-do's (thus make it configurable!).

7
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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