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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
florianpApprentice

Liquid - Pinned articles instead of popular articles on portalClosed

Hi,I'd like to replace the "Popular articles" with a selection of "pinned" articles on the portal home page, so we can control which articles appear there.I was thinking of using an article tag and writing a loop to identify the article links to display, but I can't figure out the syntax (and I don't know how the default "{{ portal | filter_for_articles}}" placeholder is built - I can't find any documentation explaining it).I'm coming from Zendesk, which has a built-in feature to do this: Promote article.Any suggestion on how to achieve this result?

1
Apprentice
8 years ago
Apprentice
tomas_17176Apprentice

Lithuanian translationClosed

  Hello, Do you need help with translation of  Freshdesk into  Lithuanianan language?Regards!

1
aravind.sundararajan
8 years ago
Apprentice
mhaydenApprentice

Change default priorityClosed

Hello, By default the priority of an incoming ticket is Low.  I would like to change that to Medium.  I can do that in Dispatch'r, but that seems a poor use of that feature, not to mention it stops after matching a rule - which would short circuit all of my rules. Thoughts? Thanks, --Melissa

5
Apprentice
8 years ago
Apprentice
kdonahueApprentice

Quick Change on Due By Repect Business HoursClosed

When we change the "Due By" Date/Time with the quick click of Today or Tomorrow or even end of week, it goes to 11:59PM (Sunday for the end of week), making those quick clicks not very helpful for us. I'd love for it to use our business hours (where "This week" would be Friday 4:59PM, in our case).   Even if there was a spot to specify what those quick buttons use, I would happily manage that separate from Business Hours.

1
8 years ago
Apprentice
lee.sydenhamApprentice

Provide a comment box to annotate IP Whitelisting entriesClosed

When adding IP Whitelisting entries to control access to you portal, we can add entries as Start IP - End IP. It would be great if we could also add a comment alongside each range so that we can annotate/note what that range is.

0
Apprentice
8 years ago
Apprentice
opmasanApprentice

Search: add category of search resultsClosed

Hi, how can I add the category of the article of search results, for example as a folder name?http://prntscr.com/j9y00z

0
Apprentice
8 years ago
Apprentice
maja.sjodahlApprentice

auto assign ticket to the agent resolving the ticketClosed

Pretty much all stats that you can get from the Agent Performance under Report View is based on who was assigned to the ticket, this gives false stats when you look at "Tickets resolved". since we are a customersupport many of our agents respond to eachother tickets so that the customers will get a quick reply. But the way it is now we don't see how many tickets a day they resolve.It would be good if freshdesk could have an option that allows the ticket to auto assign to the agent that resolved it.

2
Apprentice
8 years ago
Contributor
kjungContributor

Calendar Week start dayClosed

Can we please have the option to change the start day to our week?

1
8 years ago
Apprentice
mightyscripts.comApprentice

Hide external images by defaultClosed

Hello,Some tickets content contains inline images from external websites, these external images may collect data when viewed so we need the external images to be replaced with another image to indicate that this is an external image and an option to display the image if I wish, just like email clients.Please check the attached image for how osTicket handle external images.Thanks

1
Apprentice
8 years ago
Contributor
andy.clarkContributor

ITIL RolesClosed

After using FreshService Workflow Automator it would be good to setup roles, so we can add individuals (either single or multiple) as a contact\contact group.  This would give us one point to enter user ids.  After setting up several Workflows and the requirement to create more, if someone leaves or their job function changes I have to go through each Workflow where they are listed and change the user id.  If we had roles then I would only need to go to one pane to update.  This would also fit well with ITIL.

1
Contributor
8 years ago
Contributor
bambornContributor

In Observer Rules, allow email to be sent to anyoneClosed

In the Observer actions, emails can only be sent to the requestor, agent or agent group. I need to be able to send notifications to someone who is not any of these things. There should be an additional option to send an email to a user-defined email address.

5
Contributor
8 years ago
Contributor
daniel.youngContributor

Helpdesk URL PlaceholderClosed

Hi,Can you add the placeholder for the Helpdesk URL just like you have Helpdesk Name so when changed we don't have to update it in lots and lots of places.ThanksDan

0
Contributor
8 years ago
Apprentice
jbullockApprentice

Edit asset fields directly from table viewClosed

It would be nice if we can directly edit a field of an asset in the table view, instead of having to go into the asset and edit then save. In combination with a switch/toggle to lock/unlock the editing ability, so that you wouldn't accidentally make a change.Definitely a required feature but I believe it would improve the QOL of working in the inventory page.Cheers

1
Apprentice
8 years ago
Apprentice
koundinya.sriramApprentice

Attachments as custom fields in change request formClosed

Hi,Can anyone help on how to create a custom field as an attachment in change request form.

0
Apprentice
8 years ago
Apprentice
gaurav.gupta10Apprentice

Integrate Fields from FreshService to JIRAClosed

Hi,I am evaluating the FreshService to JIRA integration App. Currently the app integrates just the basic fields (Ticket Link, Priority, Issue Type, Status) based on the mappings available.Is it possible to map and integrate other fields as well from FreshService to JIRA?

0
Apprentice
8 years ago
Apprentice
kbyalApprentice

Bomgar Integration - Disable Automatic Ticket CreationClosed

I would like to see an option added to disable automatic ticket creation when a Bomgar session is started without an existing ticket. Currently we have a Dispatch'r rule set up to automatically delete these tickets, but having the option to disable the automatic creation of tickets would be a much cleaner, more simple way of managing this.

0
Apprentice
8 years ago
Contributor
richard.tomlinContributor

Project SummaryClosed

Hi I would like to start by saying that I think the new 'Project' section is going to be incredibly useful. Quick thoughts however, are that it would be nice to have an option to 'sort' or 'arrange' tasks on the Project Summary. Additionally, the information is there to produce a Gant-style chart which would be useful for a visual representation. Once again, I think this new update is great!

17
Contributor
8 years ago
Contributor
matt.cooperContributor

SurveyMonkey Integration - Pass Ticket NumberClosed

I love the SurveyMonkey integration feature (since it saves me from having to learn a new survey creation tool), but one key thing is missing: the ability to link a response to a ticket. If an end-user says that they were unhappy/really happy with the service, it would be invaluable to my (and likely many other) companie(s) to be able to look up the associated ticket to track down the type of request, who actioned it, any extenuating circumstances, etc.As it stands it looks like the only custom data being recorded is the user's name, though I've noticed that the ticket number is being passed in the URL, likely to ensure that only one response per ticket is logged. Since the data is being passed anyway, it should be easy to get SM to add it to another custom data field or just append it to the existing CX data.

1
8 years ago
Apprentice
sundialtimesystemsApprentice

Sort Contacts/Company by most recent touchClosed

Hello team,It would be nice if we could sort contacts and customers by date last touched, i.e., the last time a ticket was created or a note added to a ticket. This way we can make sure that too much time doesn't go by before we reach out and have some sort of contact with our customers.

1
8 years ago
Contributor
cmarriottContributor

Reporting on linked ticketsClosed

Could I request some for of reporting in relation to linked tickets for example How many incidents linked to a problem in a time window When the last incident was linked to a problem Number of incidents linked to a change % of incidents linked to problems etc...Many Thanks

2
8 years ago
Contributor
elizabeth.toyContributor

Reporting for Problems, Changes, and ReleasesClosed

Can there be more analytics/reporting added for the tickets created as problems, changes, and releases? Or do those already get added in to the ticket reporting? If so, a way to filter those kinds of tickets out would be a nice feature to add.

6
8 years ago
Apprentice
tj_11594Apprentice

Show/Hide Certain Widgets in Ticket View, by DefaultClosed

When opening a ticket to view it's details, requestor info and ticket properties are always open, requiring one to manually close them or scroll down to open/view other widgets in the sidebar.It would be great if we could create a plug to close or open certain widgets, by default. I've attached a screenshot of what my group would like to see on the right when viewing a ticket.Thanks in advance.

6
aravind.sundararajan
8 years ago
Contributor
mcarlinContributor

Report scheduler - WeekDaysClosed

Can the report email scheduler be set to send on only weekdays and multiple schedules?

1
Contributor
8 years ago
Apprentice
cwilliamsApprentice

Ability to view closed changes on calendarClosed

Currently, I am only able to view open changes on the change calendar. I would like to be able to see the closed changes assigned to myself and my group on the change calendar as well. Sometimes we need to look back and see what changes were made on a certain day and this is not possible in the current state.

0
Apprentice
8 years ago
Apprentice
p.edwardsApprentice

Filtering tickets using location attribute of contactClosed

Hi,This would be helpful for site visits so I could display all tickets for the site in question.I would use a custom ticket view to create site user lists but you can only have 3 requester entered at a time.I could tag each new ticket with a site name but seeing as we use the location field when creating the contacts it would help to be able to filter using it.The location attribute can be used in the CMDB, you can also make/customise the filter here but neither option is available on the tickets view, unless of course I've missed how to do this.Thanks,Phill Edwards

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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