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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
jason.oliverApprentice

Lunch breaksClosed

 As a small helpdesk we don't always have cover for lunch breaks. It would be good to exclude these breaks from business hours so sla`s are not affected.

3
aravind.sundararajan
8 years ago
Apprentice
contact_17196Apprentice

Could Freshworks Get Customers To Help Customers Like Amazon Does?Closed

Amazon has a nice way of getting customers to answer each others questions (see screen shots attached).  Could Freshworks add a feature like that?

1
aravind.sundararajan
8 years ago
Contributor
dferberContributor

Add a custom ticket "field" for normal textClosed

This would allow us to create a "field" that the user can't interact with - just plain text basically - to add instructions or clarifications to the ticket page.

2
8 years ago
Apprentice
alexisApprentice

Add "group" to ticket list viewClosed

We address many of our tickets as groups, knowing which group is responsible for a ticket right in the ticket list view would be very helpful. 

14
aravind.sundararajan
8 years ago
Contributor
manuelContributor

Integration to XeroClosed

Xero is a cloud based accounting application.Ideally the integration would allow the creation of invoices directly from Freshdesk into Xero when a job is closed.  The following information would need to be transmitted:Ticket SubjectRequestorRequestor CompanyComments - each comment would be a line item in the Xero invoiceTime - as there are various billable rates for different types of work Freshdesk would need to look up the different service rates so these could be applied to each individual task performed on a ticket.The above would work in the same manner as the integration to WorflowMax (which is tightly integrated to Xero already).  This integration would simply bypass WorkflowMax and would take a ticket directly from Freshdesk (helpdesk) to Xero (accounting).  WorkflowMax provides two way integration with Xero, though this is not necessary with Freshdesk.

24
aravind.sundararajan
8 years ago
Apprentice
lukeApprentice

Posting Notices & Messages between Help Desk StaffClosed

It would be great if management and staff could leave a notices for each other on the dashboard and/or delegate To Do items.

9
aravind.sundararajan
8 years ago
Apprentice
jedsApprentice

Live chat on iPhoneClosed

Are there any plans to add FreshChat to the iPhone app so we can chat remotely as needed? This is a very valuable feature we use with Zopim and I would like to fully move to your solutions.

25
aravind.sundararajan
8 years ago
Apprentice
v.mcmillanApprentice

Attachment management within ticketsClosed

Hi thereOne thing that would be incredibly useful would be some way of managing attachments within tickets. I've been looking at using Freshservice as an alternative to Outlook for a number of departments for their workflow and process management, with the aim of removing Shared Mailboxes. The trouble is, we have multiple attachments that are sent in and out with tickets that are being logged. These attachments appear in a ticket as subsequent Notes/Replies to the ticket, and need to be stored in our CRM product as well, but it becomes troublesome to have to manage this on an individual basis as each attachment has to be saved individually from a ticket, then the resulting downloaded files uploaded into our CRM database.Is there some way of facilitating attachment management throughout an entire Incident/Service Request?Many thanksVance

0
Apprentice
8 years ago
Apprentice
simonApprentice

Creating tickets, adding time and closing on the flyClosed

We often get phone calls to the helpdesk, as you'd expect, where it's a quick question and the helpdesk agent will glance at the phone to see the amount of time used. They then have to go in to freshdesk and open a new ticket, usually using helpdesk@{customer email domain} as the user, with a description, type etc. They choose CLOSED as the status and then Add Time to the ticket.It would be really nice to be able to do all of this with a simple bit of code, perhaps VBA pushing a sendmail command - all driven out of a spreadsheet perhaps.Anybody doing something similar?regardsSimon

0
Apprentice
8 years ago
Apprentice
markApprentice

Ability to Schedule Ticket request, IE convert ticket to Calendar EventClosed

It would be nice to be able to have a ticket created, and then when ready schedule a date to perform action on the ticket and have it integrate with the Google Calendar.

18
aravind.sundararajan
8 years ago
Contributor
michal.miszczukContributor

End User portal - Requester possibility to filter his ticketsClosed

 Hi, we have implemented freshservice as a tool for multi-department support. In our opinion there should be possibility for Requester to filter his tickets by support functions to which ticket is assigned to. Example: User opened HR ticket that will be open for next 90 days (on-going recruitment), after that he submitted another 30 IT tickets for different issues. Now when he wants to quickly find his HR ticket he has to scroll down and look for it. With possibility to filter tickets in End User portal such problem won't occur.

6
Contributor
8 years ago
Apprentice
dontforgetmarioApprentice

Live Chat integrated in FreshdeskClosed

Hi guys,I know you offer integration for Zopim, Olark, helponclik and SnapEngage. The problem with this are at least three:We have to pay extra for those apps and that makes the advantage price point from Freshdesk less competitive since it almost double the total monthly price for your help support app + live chat app costs.We have to interact with two different platforms: Freshdesk + Live Support platform (on Live Chat)We have to interect with two iPhone Apps, yours and Live Chats appWe love Freshdesk, it is really a compelling product but without an integrated live chat support built in within Freshdesk it gets for us more complicated and cumbersome to use. Any plans to built in your own live chat support?ThanksMario 

102
aravind.sundararajan
8 years ago
Contributor
chris.tintaContributor

Ability for agents to add reminders to tickets - similar to an Outlook reminderClosed

It would be great if we could add a reminder to a support ticket.....for example, add a reminder for a ticket that will send me a notification in 5 days to follow up the client if they haven't responded.The to do list is half of the solution, but a date/time specific popup/notification which could be attached to a to do item (which is then attached to a ticket) would be great!!Thanks

45
aravind.sundararajan
8 years ago
Apprentice
bartwaldonApprentice

More customer satisfaction options.Closed

 Right now we only have the choice to use the cartoon faces on the customer satisfaction survey. They look really outdated and I would like more sleeker options like Zendesk.

13
8 years ago
Apprentice
twangApprentice

Automatic HolidaysClosed

Hi, It would be cool to have the holiday populate automatically. Users could select their location and the calendar can enter the Holidays. Most common holidays don't change much. Or have them sync with a calendar. Thanks!

0
Apprentice
8 years ago
Apprentice
jason_12077Apprentice

User replying to forum notification causes ticket to be createdClosed

Hello, I am having an annoying issue where a user created a new forum topic, I reply, and they reply to the email notification from their inbox. This causes a ticket to be created. Ideally this should create a forum reply with the contents of their email message, or the email From address of the notification should not be the same as my default support email address. Kind regards, Jason

2
8 years ago
Contributor
kim.isaksenContributor

Customized Feedback widgetClosed

The idea of the Feedback widget is really a nice feature, but it would be even better if we could customize the widget so that it "fits the website" where its shown.For instance, we have developed a web tool for our customers, and I want to be able to collect both incidents and general feedback/ featurerequest, and I want the widget to display only what is relevant to the customer using this service. Now they have to choose from a menu containing User provisioning, Printer Problems, and all kinds of irrelevant choices. If we could "preprogram" the widget, it would also become easier to route, assign and set fields using the rule options. 

1
Contributor
8 years ago
Contributor
erick_16262Contributor

Generic Vendor Helpdesk IntegrationClosed

It would be nice for FreshService to generically integrate with various other vendor helpdesk systems.Often, we will need to contact a vendor to fix a Ticket or Problem.  Doing this requires us to submit an email out-of-band to the vendor, and track it manually in our email.It would be nice to have a generic module which could submit trouble-tickets to various vendors and track the communication with them in-band with the original Ticket or Problem.

0
Contributor
8 years ago
Apprentice
ricardo.lopezApprentice

How to import tickets and contacts from freshdesk to freshserviceClosed

Is there a way to do it?

1
8 years ago
Apprentice
tim.suttonApprentice

Automatic Email When FreshFone Voicemail leftClosed

We are in the process of setting up FreshFone.  It would be great if an automatic email notification can be sent out when someone leaves a voicemail message.  So, if the calling number is known - then the email can be sent to the group responsible for that customer.Tim

2
8 years ago
Contributor
mpaineContributor

View Asset Attachments via mobile appClosed

Hello,I can attach a file to an asset in FreshService on the web interface, but as much as we would like to use this feature, we rely heavily on the mobile application which doesn't display attached files or give you any resource to open them. We would very much appreciate it if you could add the ability to see attached files in the asset detail screen when you pull up an asset on the mobile application.Thanks,Max

1
Contributor
8 years ago
Apprentice
hoomankApprentice

Short URLs (via URL shorteners)Closed

Currently Freshdesk produces some very long URLs for solutions; for instance this is a real URL (with the domain changed) for a solution:http://mydomain.freshdesk.com/solution/categories/63942/folders/112411/articles/61853-how-to-zoom-in-or-out-of-course-notes-readings-or-pdfsThis causes a number of problems:1. Some email clients like Outlook break long URLs2. Sometimes it is necessary to email a user a solution. Non tech-savy users have difficulty copy pasting long URLs without errorIt seems these long URLs were created for SEO optimization purposes. A possible solution to this issue is to also include a short link to each solution. This can easily be accomplished using a URL shortening API such as Google's goo.gl service (for which an API is available).You could include a short URL link at the bottom of each article thus making each article as short as http://goo.gl/A3489sIn this fashion you don't have to change your existing SEO optimized code; rather you would just add to it.

2
8 years ago
Apprentice
rrowan8Apprentice

Better Calendar ControlClosed

I'd like to request some enhanced calendar features be implemented. Currently, the calendar only displays tasks in 30 minute blocks. Requested change: Be able to set a start and end time for a task(e.g. 1pm - 4pm on Friday). This gives the service desk manager better control and visibility into what technicians have on their schedule, and it also gives the technicians an expected  time frame expectation on how long a task should take to complete. I find this invaluable working at an MSP or for those of us who use kanban methodology.

1
Apprentice
8 years ago
Contributor
sam.parrisContributor

Allow Multiple Dynamic FieldsClosed

There needs to be a way to have dynamic fields, within Dynamic Fields, we are trying to recreate our Ticket Templates and we need something like;Please pick A or BSelecting A give the option to Select C, D, E or F which in turn gives multiple forms depending on which one you pick.This would make creating forms so much easier 

3
Contributor
8 years ago
Apprentice
steven.miller_16296Apprentice

Apple Discover Agent Should Use 'Model Name' not 'Model Identifier'Closed

The Discovery Agent for Apple uses the Model Identifier to create Product Types in FS. By doing this you end up with a bunch of items like..MacbookPro12,1MacbookPro13,1MacbookPro13,2MacbookPro14,2......These are hardly friendly identifiable names when working with Assets. I'd like to see the agent utilizing the "Model Name" paramater instead. This seems to be the case with other systems such as Airwatch and Jamf.Doing so, you get identifiable model types such as...MacBook Pro (Retina, 13-inch, Late 2013)MacBook Pro (Retina, 13-inch,Early 2015)MacBook Pro (Retina, 13-inch, Early 2017)Alternatively, if we manually edit the Product Type to make it something more friendly, the next time the agent does a scan on the computer, it re-creates the old product type (eg. MacbookPro12,1) and move the asset to that Product Type. My opinion is that the Product Type field should behave the same way as the Display Name field. If an agent manually overrides the Display Name, the agent won't do a force override. The Product Type field could function this way as well.

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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