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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
eiren.smithContributor

Button to re-send a messageClosed

Most of our users only interact with Freshdesk via email. They sometimes ask us to re-send a message to them. There is no option for this.

4
Contributor
8 years ago
Contributor
s.de.jongContributor

Text formatting when adding an note by using scenariosClosed

When setting up scenario`s and adding an note or other text to an ticket there is no option to format the text.it would be very nice to have the formatting feature added to the scenarios (and every other option to add notes or text to tickets) in order to give some lines of text more attention than others. 

0
Contributor
8 years ago
Apprentice
sflahertyApprentice

Ticket Scope Per DepartmentClosed

It would be useful to be able to do the following:Team members can have "group" level scope, for groups they are within. Managers can have "department" level scope, for departments they head up / manage (and all the associated agent groups within). For example, we have a department that has maybe 10 individual agent groups and around 3-4 managers that would benefit from being able to see across all of these groups, at the moment we add them to all of the groups to achieve this but really what we're trying to achieve is allowing department level access. The impact of this is:- automated email notifications and workflows that are set at group level need to be removed and customised heavily, as these 3-4 managers do not need to be notified of every single ticket joining all groups, they just want passive access, so every notification must be built to exclude them. This is (as you can imagine) quite prone to mistakes and is very manual/time consuming. - Round robin can't be used as it would be inappropriate to have tickets auto-assigned to groups- Managers can't have Global ticket access as it would give them access to requests in other departments. 

0
Apprentice
8 years ago
richard_wills
Contributor
richard_willsContributor

CMDB Feature Requests (Part 1)Closed

1. Ability to attach files (e.g. PDF) to any CMDB record. The ability to store vendor contracts with the CMDB record would be a big improvement.2. Ability to define size / dimensions of any added custom fields. Some times I just want one text box on a single line, but the formatting means that there are always two columns per CMDB record, sometimes cutting of text entered.3. For expiration dates - the option to set multiple reminder notifications for 90, 60 and 30 and day of expiration. Right now, it seems I can only choose one specific reminder date.4. The ability to manually 'type' dates in the date field. Currently I can only define the date by actually selecting it from the calendar picker. Also the ability to fast forward / rewind by year as well as month. Try setting an expiration date of 5 years from 'today' - it is time consuming.5. Fields that are hyperlinks. Text boxes should be able to use/interpret hyperlinks.  e.g. If my vendor is 'fresh service', and I've made a custom text field called vendor website the link (https://freshservice.com) should be active and open in a new Window.6. Minor typo fixes. On Hardware assets (and possibly other areas) - the Cost field needs a space, as does the "Disk Space(in GB)", "CPU Speed(in GHZ)", "Memory(in GB)"Current wording: Cost(in $):Proposed wording: Cost ($):The CMDB component of Fresh Service could be a really great tool, but for now it is really lacking some basic (above) features.

2
8 years ago
Apprentice
rchaoApprentice

Asset status on requester pageClosed

Currently when you view the assets assigned to a requester by going to their requester page, you only see the following info:Asset nameAsset type (in parenthesis)Managed ByI would like to see an additional column here that shows the asset state (i.e. in use, retired, damaged, etc.) so I don't have to click into each asset to see what the user is currently using. 

0
Apprentice
8 years ago
Contributor
josh_15767Contributor

Webhooks for Supervisor RulesClosed

It seems like an obvious functionality gap that we cannot run webhooks on Supervisor rules. What is it about a "time-based" rule that makes it impossible to have a webhook action?

3
8 years ago
Apprentice
eric_16478Apprentice

Custom Fields per Incident TemplateClosed

I would like to create incident templates for different types of requests and have different fields available based on the template.  Here are some rough examples.Template = New PC Request.  This request would have fields such as (User gettign PC and # of monitors needed)WhereasTemplate = New User Setup.  This request would have fields such as (Department, Security Group(s) access, Assigned PC, Manager)I don't want the custom fields showing up in both templates, it would be nice to be able to customize the templates to include just the fields needed for that template.Thanks,Eric

0
Apprentice
8 years ago
Contributor
chris.alfaroContributor

Make TEAMVIEWER app compatible with the new Mint Interface.Closed

Please make the TeamViewer app compatible with Mint.

3
8 years ago
Contributor
rtippsContributor

Include CMDB Relationships in Help Desk Data ExportClosed

FreshService claims that "We want you to stay with us because you love Freshservice. Not because your data is stuck. You can export everything anytime.", however, it is currently not possible to export the single type of information that makes the CMDB component of the app useful: Relationships.It is possible to export all Configuration Items (CIs), and it is clear in the XML that those items have unique ID numbers, so all it would take is an additional XML (or even .txt) file in the export to provide:1) A list of relationship types as defined in the customer's instance, and their associated UIDs (for example: <relationship type> <relationship type uid>1</relationship type uid> <relationship type description>Uses/Used by</relationship type description> </relationship typo>)2) A list of relationships in the form of <relationship> <relationship type uid> relationship_type_uid</relationship type uid> <left CI>left_CI_UID</left CI>, <right CI>right_ci_uid</right CI> </relationship>If implemented, this feature would make the valuable relationships in the CMDB exportable and would make the marketing claim listed above truthful.

2
Contributor
8 years ago
Apprentice
sflahertyApprentice

Link announcements to work items (like Problems etc)Closed

We currently post up announcements for widespread issues, which would be useful to tie to specific work items.  For example, if we have a widespread problem or a major change happening, we would post up an internal announcement to let the wider team know.  Would be a nice to have function to be able to link things within the agent interface (like how with problems you can 'link' to a workaround or solution). 

0
Apprentice
8 years ago
Apprentice
maja.sjodahlApprentice

Bigger dropdown list for classificationsClosed

We have quite a lot of classifications, so when our agents resolve tickets the drop down meny is so small that they have to scroll down alot. Whichgets rather annoying. Right now it's big enough to show about 7 alternatives, I don't see any problems with expanding it to the bottom of the page so that it allows to show about 20 alternatives. That would be great, thanks!

0
Apprentice
8 years ago
Apprentice
maja.sjodahlApprentice

Would like to be able to upload own pictures for badgesClosed

I would like to be able to uplod own pictues for badges, picutres that maybe represent the company more. This will also prevent the risk of running out of badges!

0
Apprentice
8 years ago
Apprentice
mbennerApprentice

Ability to see all open tickets and sort by "unassigned"Closed

We wish there were a way to view all open tickets and sort by "unassigned" and "assigned" tickets.  It would make it easier to visually scan and pick up unopened tickets. 

4
Contributor
8 years ago
Apprentice
jhiggins_16730Apprentice

Observer Rules for AssetsClosed

On requirement we have to use the asset management functionality in our environment is the ability to send emails to accounting when an asset changes owners, is added, or deleted.  Any chance we can get observer rules on assets? Thanks,John

0
Apprentice
8 years ago
Contributor
scantrellContributor

Mint: Prevent ESC key from cancelling / deleting activity note or email...Closed

When entering an activity and accidentally pressing the windows CONTEXT MENU key (between right ALT and CTL keys), the default method to clear the menu and resume typing is to press the ESC key which in normal windows programs closes the context menu enabling the user to continue typing.In Mint, pressing the ESC key to close the context menu effectively deletes or closes the activity note being typed in resulting in having to re-key the activity notes. Admittedly this ultimately is result of user error caused by the user erroneously pressing the CONTEXT MENU key accidentally. Unfortunately this can happen often with individuals having large fingers.

0
Contributor
8 years ago
Apprentice
fernando.pintoApprentice

Scroll bar in certain search/data fieldsClosed

 Example: While editing a requesters profile, if we want to assign a department or reporting manager we always have to type a couple of letters first. It would good ALSO to have a scroll bar to browse through all available names/options This should be applied everywhere in FS where this type of field is present. Thanks

0
Apprentice
8 years ago
Contributor
mark_16129Contributor

Allow cc replies to remain privateClosed

Relates to: https://support.freshdesk.com/support/discussions/topics/18815/page/3?url_locale= #1 Customer emails support and adds a CC of a Colleague, a freshdesk ticket gets created. #2 CC'd Colleague  replies to the ticket stating that Customer has chronic halitosis, removing Customer email address, expecting that they won't see the reply. #6 FreshDesk cheerfully adds a public note to the ticket and sends a notification that a new note has been added to her ticket. #7 Customer is reminded of her chronic halitosis, and becomes offended by Colleagues opinion of her personal hygiene.  #8 Colleague is mortified as usually removing an email address from an email means that the email isn't sent to that address.The default behaviour when removing an email address from an email is that it won't be sent to the removed address, so this is a fair expectation of Freshdesk to behave the same. How can this be rectified?

0
Contributor
8 years ago
Contributor
onlinebiblesupportContributor

Merging conversations in ticketsClosed

Customers sometimes change the subject in replies which creates a new ticket. We can merge the two, but miss some functionality: In the merged ticket there is a private note which can be edited and made public. The ticket is automatically closed with a link to the receiving ticket. Perfect solution. In the merge functionality a note is also created in the receiving (open) ticket, also here, note can be edited and set to public/private. This note also includes the customer conversation. Not so ideal. What we really miss is the option to create the notes as in the current solution, but include the conversation in the open ticket, as visible conversation to the customer. At present the conversation is included in the note. This can be set as public, but that creates an email to the customer, which we don't want. So the requirement: split note and conversation and enable us to include the conversation of the closed ticket in the open one (as conversation, so visible when to the customer when we reply. Anyone else with this same requirement? 

0
Contributor
8 years ago
Apprentice
mburkeApprentice

Project NotesClosed

I am loving the new Project Management module. I'd like to see a tab for Notes, like there is in the ticket module - a place we can add extensive notes and images, that is dynamic. File attachments are static so that doesn't really work, and the Comments section is specific to tasks and limited to 255 chars, no images.

0
Apprentice
8 years ago
Contributor
lcalohContributor

Tickets View: Search by text, then run bulk actions on selected search resultsClosed

I need to go back and tag past tickets, e.g. all tickets relating to "printers." But I can't search by that word in the Ticket View. So I'd like to be able to search by keywords, and then apply bulk actions to selected results in the Ticket View. 

1
Contributor
8 years ago
Contributor
mike.mcraeContributor

Sync Active Directory group permissionsClosed

Ability to use probe for synchronization of AD groups to link/match up to Freshservice groups (departments). Specifically for the purpose of linking users to groups for viewing Solutions tied to specific group departments. e.g. HR, Accounting, IT, Parts, Service, etc...If user jon.doe is in the Active Directory group "Accounting."Then user jon.doe is granted access to department Accounting @ Helpdesk solutions

5
8 years ago
Apprentice
kissinger.nguyenApprentice

Ability to reorder the saved ticket filtersClosed

Since the other topic is dead with no response for 3 years, I'd like to start a new one in hopes it will be noticed. We need the ability to sort the filter display order.

0
Apprentice
8 years ago
Contributor
pricejaContributor

Report HooksClosed

It would be great if we could use our reports as a dynamic feed for presentations or spreadsheets.The thought being that we could utilize those stats in a digital signage presentations.In particular I am thinking of Google Chrome Sign Builder

2
8 years ago
Apprentice
quatrelApprentice

Geckoboard.com widget for data displayClosed

A Geckoboard.com widget for data display would be nice to have please.

11
8 years ago
Contributor
kubackovaContributor

Same domain for 2 companiesClosed

Hi, is there a possibility to add the same e-mail domain to two companies? We have contacts with the same domain, working for multiple companies, and we need FreshDesk to assign them automatically to all of the companies using this domain. Is it possible to to this? Thanks, Kristýna

0
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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