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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
rinchContributor

Need a Create Account OptionClosed

It appears that the only way for a customer to create an account is to submit a ticket. If a customer just wants to post to a forum it seems rather unusual that they would have to submit a ticket to do so. In fact they probably would not think to do so and simply leave the site. So there probably should be a way for a customer to create an account without submitting a ticket. Perhaps a Sign Up button or a Create Account button.

2
aravind.sundararajan
8 years ago
Contributor
bryanContributor

Ability to set default folder for solution categoryClosed

I think it would be nice to be able to set a default landing folder when navigating to a solution category. For example, if I navigate to a solution category, I would like to set the default folder to “Getting Started” instead of it defaulting to the first folder alphabetically.

3
aravind.sundararajan
8 years ago
Contributor
ruth.cheesleyContributor

ManyMoon IntegrationClosed

It would be awesome if there was some kind of integration with ManyMoon such that when a ticket is created it is added to the relevant project in ManyMoon (if you're using it).   Ruth

1
aravind.sundararajan
8 years ago
Apprentice
dustinApprentice

Channel Advisor supportClosed

Channel Advisor is, by far, the largest e-commerce platform on eBay and Amazon so I'd imagine there's a few of us using it. I'd love to see even a basic integration with Freshdesk.

1
aravind.sundararajan
8 years ago
Apprentice
dennycaveApprentice

Ajax-ify the interfaceClosed

It would be great if adding to-do’s or using actions such as “spam” or “monitor” didn’t result in a full page load to apply the change. It would make the app feel much faster.

1
aravind.sundararajan
8 years ago
Apprentice
scooperApprentice

Logging timeClosed

Can we make logging time mandatory before resolving or closing a ticket? 

1
aravind.sundararajan
8 years ago
Contributor
paul_10315Contributor

Public customer satisfactionClosed

It would be really good to display the current customer satisfaction on my main website, something like the last 100 customers, 98 were very happy,  2 not happy, overhall customer happiness is 98%I don't have a problem showing that we customers were not happy as it shows we deal with them also.

11
aravind.sundararajan
8 years ago
Apprentice
rmanlyApprentice

Spawn multiple child tickets from one submissionClosed

My idea I s similar to the "to do" list request here that appears to be partially implemented now in mint but not fully as requested. https://support.freshdesk.com/support/discussions/topics/31448 What I would like the ability to do based on maybe a dynamic entry when "New Hire" is selected is have a main/tracker/parent ticket created with several child tickets. Some folks need to setup a phone extension, some folks need to deploy a device, some need to ensure access on non-sso systems, some just need an email notification, some need to schedule training. In my mind all of these items should be child tickets to the main new hire ticket. Some of them are dependent on each at times but most are not. The teams or agents can receive the ticket and mark them all resolved individually. Finally once everything is done a person, the trainer in our case, will schedule the training before the start date and finally close the parent/tracker ticket. I think this would be a great addition to the system and would fall in line with some of the to-do type requests for larger environments. Thanks, Ryan

1
aravind.sundararajan
8 years ago
Apprentice
itwoodyllcApprentice

Ticket Submission Widget (For Embedding)Closed

There is already a Feedback widget, which is exactly what I'm looking for, just for ticket submissions. I have the Feedback widget embedded in my website, but I would like to embed a widget for a form to submit a ticket. I would imagine that this already exists and I am just missing it but can someone help me out?

1
8 years ago
Contributor
craig_14155Contributor

Managing Ticket FiltersClosed

I have a long list of ticket filters: some are default and many are custom. I am unsure of how they get listed in the order that they do and I would like to change this order. And there is a separator line in the list. What does that mean and how can I control where a filter is placed. Just seems so random where it will appear in the list.How can I customize this list? There should be a Filters option in the Admin.

3
aravind.sundararajan
8 years ago
Contributor
yishaiContributor

Add ToDo to tickets.Closed

As an agent I would like to add myself a list of task available only to me on a ticket.Something similar to the ToDo we have in the Dashboard but relevant to specific ticket

3
aravind.sundararajan
8 years ago
Apprentice
lukeApprentice

Affiliate/Referral ProgramClosed

It would be great if Freshdesk started an affiliate and/or referral program of some type.

10
8 years ago
Contributor
juneContributor

Seeing Freshdesk tickets on WordPress DashboardClosed

WordPress powers over 25% of the web.  There are many WordPress consultants who use Freshdesk to support their customers, who manage their websites.  I am one such person. If Freshdesk were to create a WordPress plugin that would allow customers to see/view their tickets right on their WordPress dashboard, this would be HUGE and increase the popularity of Freshdesk even more. I do not believe any of your competitors have this functionality. I do see SSO plugins for Wordpress, but we would like the ability to add an API that would allow customers to log into their dashboard of their own website and see their open/closed/pending tickets. Thank you for reading! Respectfully, JD

2
aravind.sundararajan
8 years ago
Apprentice
jake.smithApprentice

Add Projects to Support PortalClosed

It would be amazing if you could add contacts to a project and then they'd be able to view/comment on that project and associated tasks in the Support Portal. Even if it was just view permissions (no ability to comment) that would be helpful.

1
Apprentice
8 years ago
Contributor
steveContributor

Add Timesheet integration to WorkflowMax.comClosed

Can you add support for timesheet entries into WorkflowMax.com. I am happy to help supply the api information and also there is a widget done for Zendesk already that could be reversed engineered.  See below for a screen shot of what it would look like. The big thing is that when the use logs in like the do to Harvest you should only return the PROJECT list that is valid for that user. This way staff can only log time against projects that management want them too.WorkflowMax is an amazing job tracking solution that integrates to Xero.com for accounting and also has quotes and purchase orders to round out the solutions.

1
aravind.sundararajan
8 years ago
Apprentice
travis.tolhurstApprentice

Announcements appear in incident KB recommendationsClosed

When a requestor goes to submit an incident, it would be great if any active announcements containing the search keywords would appear in the recommended KB article box on the page.

0
Apprentice
8 years ago
Apprentice
cbeydlerApprentice

Different cost terms on Service RequestsClosed

Would be great to specify the cost term of a service request. Even better if we could give options. For instance, Adobe Creative Cloud can be billed on a Monthly or Annual subscription basis, would like to give the different prices and allow requesters to select without creating multiple service requests for each billing type.

0
Apprentice
8 years ago
Apprentice
g.appleton-barnesApprentice

Advanced Request SearchesClosed

We would like the ability to be able to search by the custom fields added to service catalog requests. For example John smith raises a new starter request where the name of the new starter is Joe Blogs. We receive a call from one of John Smiths colleagues chasing the ticket but we are unable to search for the name Joe Blogs.

3
Apprentice
8 years ago
Apprentice
joancarles.nunezApprentice

Type date manually tooClosed

In our case, we have implemented several forms with date fields to enter the year of birth for new hires.By default, the dropdown shows up to 10 years earlier, but as the legal age for working in our country is fortunately older, each user needs a minimum of 7 clicks just to select the correct year. 13 clicks if I choose the year of my birth (1975), for example.It would be nice, and much faster, to be able to enter the date through the calendar or manually, by typing directly in the box.Translated with www.DeepL.com/Translator

0
Apprentice
8 years ago
Apprentice
tsengApprentice

Filter During Ticket Searches / Advanced SearchesClosed

I have to search through old tickets a lot actually. It would be extremely helpful if there was more advanced features while searching, such as filtering by Ticket Fields. I could then search for the keywords I want, but filter it based on "Type" or "Location", or even "Customer". Another thought toward more advanced searches would be searching by exact wording/phrases, not just if the ticket contains those words somewhere in there. Like how Google searches when you put parenthesis around a phrase, it'll search that phrase and not just all those words individually.

2
8 years ago
Contributor
kkhalilContributor

Search FiltersClosed

When searching using the "universal search bar" in FreshService, I'd like the ability to take my search results and filter them.For example, If I'm in the "Tickets" result list, I should have access to the "Tickets" filters, so that I can search tickets that have the word "Urgent" and are marked as "Unresolved".Does that make sense? Anyone else with me?

9
Contributor
8 years ago
Apprentice
alan_rosenquistApprentice

Template for RequestorsClosed

Enable templates for requestors.  Why is it only for admins?

0
Apprentice
8 years ago
Contributor
cmoyerContributor

Match tickets based on subjectClosed

Many times our users will simply reply or follow up with the same subject name to our email accounts, even though they are not replying directly to our ticket. It would be nice if FreshDesk automatically detected that an email from the same company (or anyone involved in the ticket) with the same subject (stripping out any RE: fwd: prefixes) would be placed as comments to the same ticket.

4
8 years ago
Contributor
freshdeskContributor

Integration with Dropbox and/or BoxClosed

Can you please add integration with Box.com so that we can share and sync files already stored on their system.

10
aravind.sundararajan
8 years ago
Contributor
kim.isaksenContributor

Show published status on service item in listClosed

Tiny but useful change would be to display wether a service item is published or only drafted in the list in admin view.A bit strange that the opportunity to save as draft is introduced some time ago, but no way to distinguish what items is published in the Item list. 

2
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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