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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
liz.aitkenContributor

Ability to switch off company without deleting itClosed

If I have a company in freshdesk, and that company stops being a client, we would like to be able to switch off the company. That way the contacts still exist (and there could still be tickets assigned to those users) but they will not appear in the Requestor field when we are searching.

4
8 years ago
Contributor
kim.isaksenContributor

Add sollutions to notificationsClosed

The new notification center is very good, but it would be really nice to see notifications for new solution articles or when updates/ edits are done to existing articles. It would help agents keep solutions "top of mind", and also pitch in by updating and creating solutions on their own.  

0
Contributor
8 years ago
Contributor
s.de.jongContributor

Assigned group in ticket overviewClosed

Our incident coordinators are struggeling with the default information shown in the ticket overview. You can see the assigned agent, status and priority of the ticket but not the assigned group. It would be very nice to see the group as well in the screenshot above. Now they have to change the filter for every group or they have to open every ticket to see the assigned group. Hope this can be added soon.

11
Contributor
8 years ago
Contributor
michal.miszczukContributor

Rolled service requestsClosed

 Since last update, whenever we enter a ticket, field "Requested Items" rolls down, so the outcome is that we cannot see a ticket before clicking on "Requested items" to open them. From our perspective this feature makes no sense since:  When I enter a ticket I would like to see content of it When I have to dispatch many tickets it makes me inefficient When I am a manager I don't want to waste time on clicking so many times (for my department all SR has to be approved by me) so now I have to click on Requested items, then approval Window "jumps" when rolling down occurs Request: revert that change, it was better before.

0
Contributor
8 years ago
Contributor
kkhalilContributor

Team HuddleClosed

Can we have this please? I'm super down for built-in chat that keeps conversations organized by ticket.https://freshdesk.com/team-huddle

3
Contributor
8 years ago
Apprentice
jnahrgangApprentice

Customize the fields on the ticket viewClosed

It would be nice if we could customize which data is shown on the main ticket view.  For example, we have custom fields for "Location" and "Room #". It would be nice if I could include that on the main ticket view, or choose what data is shown.

2
Apprentice
8 years ago
Contributor
cmarriottContributor

Roadmap VisibilityClosed

Would it be possible for us as a community to have an updated view of the roadmap with what feature and improvement you guys are looking to action in Q3 & Q4 please.Its always good to feel engaged as a customer :)

5
8 years ago
Apprentice
rik.snoeiApprentice

Scenario Flows for Asset updatingClosed

At the moment it is not possible to apply a scenario to a mobile phone for example. However, it often happens that a phone breaks or the persons receives a new phone. Those kind of actions always needs to be repeated, doing always the exact same steps, but with different values. Example1: JohnDoe1 has SomePhone1 which will be replaced by SomePhone2. In addition to this, the SIM-cards (as a relation) of SomePhone1 should also be put in SomePhone2. The example above takes a lot of steps which could be made faster if we would be able to create change flows. So the user only gets only asked for the correct fields that needs to be changed. This same example could also be for a car (we have cars with SIM-cards in them). 

4
Apprentice
8 years ago
Contributor
bambornContributor

Add "attach CI" to automation actionsClosed

Currently there is no option to automatically attach a CI to a ticket when it comes in. In some cases, especially with Software CI's, this is very helpful to just have it automatically attached. 

7
8 years ago
Apprentice
mac_16576Apprentice

Missing feature: Escalation rules based on deadlines, not SLA time intervals.Closed

Hi all,  We use SLA rules to our advantage, unfortunately, SLA works only with time intervals not specific dealines. I have a subset of tickets which need to be replied until 05:00 pm everyday. If they come in at 10:00 am or 04:30 pm, it really does not matter.  Is there any way how to create escalations rules (reminders) based on specific time dealine not SLA time intervals?  Thank you. Peter

0
Apprentice
8 years ago
Apprentice
richard_waltersApprentice

Mobile phone number on Requester Info section of ticket screenClosed

It would be very useful in a busy IT team to have the requesters mobile phone number showing on the Request Info section of the ticket screen as well as the existing email address and Phone (which is the Work Phone field). Most of our user base is mobile based so if we want to phone the user from the ticket screen, we have leave the screen and go into the requester screen to get their mobile phone number. It would improve productivity if the mobile phone number was also available on the ticket screen.

1
Apprentice
8 years ago
Apprentice
santo.brulloApprentice

Viewing TasksClosed

From the 'view all task' view on the Dashboard it would be nice to be able to sort the list. Maybe even drag and sort based on what you're looking to prioritize for the day.

9
8 years ago
Apprentice
jcrouchApprentice

Create Service Catalog Administration roleClosed

There needs to be a way to create a role specifically for managing the service catalog. Right now it is not an administration function that you can assign under "Perform Operational Admin Actions" so instead the workaround is to create a role with "Play God with Super Admin Controls" and to not check "Include account management."This workaround is unacceptable for many reasons, first of which is because once someone has been given this role I can no longer log on as them to see what they have access to.I want to be able to delegate management of the service catalog to a team member but I can't until this feature is enabled.

9
8 years ago
Apprentice
jared.crainApprentice

Format service catalog item requestClosed

We have some fairly long service catalog items and it would be great for our agents to have the service catalog item within a ticket formatted better. If it were possible to either insert HTML through the API or format them (preferably through HTML) while creating the item in the service catalog I think it would help sifting through request information.

0
Apprentice
8 years ago
Apprentice
mhaydenApprentice

Ability to delete requesters via CSVClosed

In some of the other systems that I use, I have the ability to import a CSV of users with a field that disables/deletes them.  We are a K-12 school district, and every July we exit 200 people from our system.  It would be great to be able to delete them via a CSV or other tool, rather than one-by-one.

2
Apprentice
8 years ago
Contributor
connieContributor

Showing Company Field in the Ticket ViewClosed

 We receive numerous requests from different people within the same company. We can't always remember the names of each person that submits a change to us and what Company they work for!  Since only the name appears on the ticket view, this makes it difficult for our staff as they have to click on each one in order to group the modification requests.It would be so beneficial for our Content Support person to be able to view their ticket display and see at a glance as they look at the list, which ones are for the same Company. In that way, when they open up that Company to process the requests, they can do all of them at the same time.We have submitted a ticket and received the response that this area of Freshdesk is difficult to modify, but I just wanted to post this to see if there are others out there that believe this would be beneficial to them as well.It would mean Freshdesk would have to check the customer database when the ticket comes in and match it, then display the Company field. I am sure it is not an easy task, however, I believe it would make their system stand out from the other tracking systems available.What do you think?

4
8 years ago
Apprentice
enquiries_16688Apprentice

pricing structureClosed

Is it possible for you to break down your pricing plans into add-ons? It be nice to pay for what we need instead of paying for a plan where we only need a selected features. Such as live chat that's only available in gardeb

0
Apprentice
8 years ago
Apprentice
rchaoApprentice

Preferred names for requestorsClosed

Our requestors currently get synced over from our company directory so they all come over with their legal name. Some users go by nicknames, shortened versions of their names (i.e. they go by "Bob" instead of "Robert"), or just their last name. We also set up the default reply template to use a placeholder for the requestor's first name, which causes us to go back and manually modify the placeholder value when we compose a reply. Some users are particular about how they are referred to, so our agents are asked to pay attention that that. But this causes slight delays in our response time that add up over time.   Proposed Feature it would be nice to see a "Preferred Name" value (or "Nickname") that we could set that would take precedent over any First Name value that's synced from a directory. Then introduce a new placeholder for "Requester Preferred Name". Ideally the system would fall back to "Requester First Name" if there is no Preferred name present. 

0
Apprentice
8 years ago
Apprentice
brownr.82993Apprentice

Enhancements to Ticket ReportingClosed

We'd like to use the new custom ticket reporting to spit out a weekly report that contains a bunch of data, but have noticed some shortcomings that could be improved: - date range should include an 'undefined' or 'infinite' option (or not be included at all). If we have a long running job (>90 days) we currently need to specify a fixed date, which means the report has to be edited every time it's run rather than being generated automatically on a schedule. - columns should be easy to reorganise using drag-and-drop or similar. - options to sort multiple columns alphabetically ascending and descending. For example, sort by Agent, then Company, then Contact, etc. - dynamic column sizing. The 'Subject' field contents are always long, and the 'Ticket ID' is always short, so having non-static column widths obscures data and increases unnecessary white space.

3
Apprentice
8 years ago
Active Contributor
phodgkinsonActive Contributor

Set Ticket Priority to High if Email marked as High PriorityClosed

This seems like a no brainer to me and am surprised it's not default behaviour or even possible. If a user sends an email to our helpdesk email it generates a ticket, great. If they flag their email as high priority the ticket should automatically be set as high priority as well.  Won't hold my breath but would love to see this implemented. Regards, Phill

0
Active Contributor
8 years ago
Contributor
cfrankContributor

Satisfaction Report - By CategoryClosed

For me to do my operational health management reviews, I really need to be able to report on customer satisfaction with a given service.For satisfaction surveys, I can report on Group / Agent or Overall help desk, however, not on a given "category".One of the required inputs to reviewing your services is customer satisfaction, (beyond what your monitoring metrics show you)Can you add that?

1
8 years ago
Apprentice
chetsApprentice

Can we link 2 or more companies on xero to the same freskdesk accountClosed

i have one xero account with 3 organisations in it .  ( group company structure) Will i be able to link all 3 to the same helpdesk account.

0
Apprentice
8 years ago
Apprentice
mark.winterApprentice

Seperate widget feedback formClosed

I think it would be a good idea to be able to create a seperate customer feedback form for the website widget- seperate form the ticket fieldsWe currently have our ticket description field as 'Description of your problem, request or query'- this will confuse users who click on the widget to give feedback

2
8 years ago
Contributor
thanos.massiasContributor

Add External ID for company an contactClosed

 I am in a situation that should be familiar to people trying to integrate their helpdesk with other platforms:The companies we do business with are already assigned unique GUIDs in our ERP platform. The GUIDs I am talking about are unique IDs looking like "6d2d2107-3112-4d47-a439-1b3b8ffd6e83".In order for our systems to interconnect they must be able to reference each company by the same ID and using our ERP assigned GUIDs is our preference (for a number of technical and policy reasons we do not want to store the Freshdesk IDs of the companies to our ERP - it has to be the other way round).In Freshdesk, I can create a custom text field field for a company and store those GUIDs there. However, this approach has an important disadvantage:Freshdesk does not care if the ID I am storing there is unique or not - it will happily allow me to use the same ID for more than one companies. The fact that Freshdesk does not allow me to create a new company with the same name is not sufficient protection as company names are not very reliable as IDs (ie "W.BLACK LTD", "W. BLACK LTD", "W BLACK LTD." etc)I propose that Freshdesk either adds a special field called 'external_id' to companies and contacts (BTW, that is what Zendesk does). This will be a text field. Freshdesk will make sure that non-empty values stored there are unique.Just to explain what we are trying to do: We will bulk import our existing customer list to Freshdesk (including the GUID of each company). Then, we will write a Freshplug that, for each company, reads the GUID stored in Freshdesk, make an API call to our ERP and get information from it (for example, the current company name, whether this customer has a valid support contract, a link to the relevant webpage of our ERP etc). This Freshplug will be available at the ticket level and will provide the supporter with useful information.

1
8 years ago
Apprentice
johngApprentice

Salesforce Mass synch....Closed

Hi there,Is there a way to mass synch all Accounts and Contacts in SF to FD? Right now it is only happening when a recorded is edited on the SF side.... thanks!

1
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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