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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
henry.wolfsonApprentice

Flowdock integrationClosed

Hello,I'd like to request Flowdock integration.Our Dev team uses Flowdock to communicate internally. It would be really great for them to receive a notification in Flowdock whenever a ticket is assigned to anyone in the Dev group. Currently the only real way to create maximum exposure like that is to use Dispatch'r to send an email to the group each time a ticket is assigned which is not necessarily ideal.Flowdock api - https://www.flowdock.com/apithanks,Henry

1
aravind.sundararajan
8 years ago
Apprentice
diane.albertApprentice

Editable Tag CloudClosed

In looking through my available tags under the Tickets tab, we have a nasty little collection. Having a tag cloud in the Admin section would be very helpful to standardize search on tags.  Most used tags could be in larger font. Add/edit/delete capabilities are necessary for cleanup.

1
aravind.sundararajan
8 years ago
Apprentice
richardApprentice

Ability to create a ticket without an email addressClosed

We get a lot of telephone support calls and orders. These people do not necessarily want to give us their email address. Its very annoying to have to set up fake emails.

2
aravind.sundararajan
8 years ago
Contributor
marioContributor

Folders/sorting for Canned ResponsesClosed

I've reached a point I have 15 canned responses, and I would welcome a way to sort the responses or group them into categories so that I can be more effective and not waste time browsing through all the mixed up answers.

1
aravind.sundararajan
8 years ago
Apprentice
stmidesApprentice

Timesheet time incrementsClosed

When adding time, either by using timer or manually adding time, have the time rounded up to the closest quarter or half hour. For example, if timer stops at 22 minutes, have the timesheet recorded as 30 mins.

0
Apprentice
8 years ago
Contributor
knielsenContributor

Service Item Request Custom Fields added to ticket and report filtersClosed

 I desperately need to be able to filter tickets by service item custom fields, either via the Tickets listing page or via a report.

3
Contributor
8 years ago
Apprentice
kelly.fonteyneApprentice

Option to exclude merged tickets in exportClosed

We merge quiet a few tickets in our system today.When exporting the tickets to run reports, I have noticed that the merged tickets are included.   This causes alot of manual work to remove the merged tickets from the export/report we are building.It would be nice to have an option when exporting (like a check-box) to exclude the merged tickets and only include the main ticket.

5
bharath.chakravarthy
8 years ago
Apprentice
gmartellosioApprentice

Forums & solutions areas access restricted "per company"Closed

I think it could be very interesting to have the possibility of restricted areas, forums and solutions,  with permission for individual company, so you can share problems and solutions that no other companies see the contents.

2
bharath.chakravarthy
8 years ago
Apprentice
tom.boothroydApprentice

"This ticket is closed and merged into ticket xxxxx"Closed

Just a small request but can the ticket number displayed when you reach this message be a link to that ticket?

6
aravind.sundararajan
8 years ago
Contributor
ivan_13609Contributor

Identify tickets with no repliesClosed

I think it could be beneficial to easily identify the tickets with 0 agent replies in the tickets queue.  Such tickets could be manually picked up and answered or re-assigned if needed. 

5
aravind.sundararajan
8 years ago
Contributor
marc_11439Contributor

Add Group to the main ticket viewClosed

Ticket view is nice but can we add the Group the ticket is in to the displayed info on the right. Currently it shows Agent, Status and Priority. Could we add Group?We use Groups as work tiers (Tier1, Tier2, Tier3) so it would be ideal to be able to see at a glance which Tier each ticket belongs to.marc

8
bharath.chakravarthy
8 years ago
Contributor
freshdeskContributor

Global setting to Monitor Posts in a ForumClosed

At present a user can manually select to monitor any topic in a forum. This is time-consuming because it means that a user must frequently look at all forums to find new topics that they might want to monitor. Can we have functionality, perhaps in the user account section, where a user can see a list of the forums to which they have access rights and be able to select form-by-forum, to monitor all topics in the forum.  They could then manually override this general setting using the star switch that already exists for each topic.  

8
aravind.sundararajan
8 years ago
Contributor
campbellwildContributor

Merge from ticket list screenClosed

Currently you have to go into a ticket to be able to merge it with another.  It would be much more intuitive if you could simply select the two tickets you want to merge from the tickets list, and click on a Merge button at the top.

7
aravind.sundararajan
8 years ago
Apprentice
_10268Apprentice

"Print" button within SolutionsClosed

Please allow a simple print button within a solution so users can print a printer-friendly copy.Thanks.-p

6
aravind.sundararajan
8 years ago
Apprentice
lukeApprentice

Ability to close a ticket at time of replyClosed

This would be a nice time saver. It could also reduce the number of emails that need to be sent out to a customer.

2
aravind.sundararajan
8 years ago
Contributor
dferberContributor

Parent/Child TicketsClosed

We commonly have tickets that need different people/groups to do certain sections. Having the ability to create child tickets associated with the parent or master ticket would be a huge improvement. 

4
aravind.sundararajan
8 years ago
Contributor
nikkiContributor

TagsClosed

It would be nice if the collection tags matched up to the tags that are created in tickets and then could easily be selected or added from the "Add a New Solution" screen.   Also, when you are adding tags to a ticket, it is a slight pain to have to keep going back to tags to add or select more tags - it shouldn't take you away from the tags screen.

1
aravind.sundararajan
8 years ago
Contributor
bambornContributor

Ability to reorder service catalog categoriesClosed

I'd like to be able to set the order of the categories in the Service Catalog so that the most frequently used ones are on the top of the list

6
8 years ago
Apprentice
hollyApprentice

Canned responses for ChatClosed

Please add the ability to use canned responses in Chat. Thank you!

3
aravind.sundararajan
8 years ago
Contributor
thanos.massiasContributor

Reports and option to exclude certain tickets from them.Closed

The problem: We have a number of tickets that we do not want to see counted, in any way, in reports. Some are "junk" tickets that we have put aside for later review when we will decide if we will just delete them or mark them as spam. Others are tickets with no substance like test messages to our technical support. We also have tickets created by coworkers ( that are not agents ) who send/forward emails our technical support and occasionally are not related to the helpdesk.This also includes tickets merged into other tickets ( which I mention bellow ). A solution could be to have an option for each individual ticket for excluding it from reports. Something like an "Exclude this ticket from reports" option available on the page of each individual ticket and also available in the bulk actions of ticket views. This could also be the perfect answer to another request of mine ( https://support.freshdesk.com/support/discussions/topics/313616 ) about not counting tickets merged into other tickets. In this case, when a ticket is merged into another, the "Exclude this ticket from reports" option would be set to get the expected result.

1
8 years ago
Contributor
adam.lefeuvreContributor

Editing language and terms usedClosed

Yes I can manually edit pages, but would be good to be able to change the terms used – it’s all US english, e.g “Catalog” not “Catalogue”.

1
8 years ago
Contributor
harryjamesukContributor

Sound NotificationClosed

If possible, It would be great if there was an area where you could choose a sound notification because when I'm busy, I don't really check too often if there's a ticket coming in and then, the next morning when I check I see there's some tickets there that I could have answered earlier!Another option would be a desktop application which would pop up in the corner of your screen with "One new ticket" or something but, that would take quite a while to code so... That's probably not a good idea (Yet).

7
aravind.sundararajan
8 years ago
Contributor
jrodierContributor

Dynamic Placeholders for Portal CustomizationClosed

I built a portal theme for our company, and I am just looking to make a few tweaks at a time based on some of the feature requests I'm getting. The most recent request is that we display the name of the agent who has most recently modified a solution article. That being said... Can anyone tell me what the dynamic placeholder for the agent who last modified a Solution article is? I have tried every possible combination (such as {{ article.author_name }}, {{ article.user_id }}, etc.) of things that I can think of, and I'd just like to know what it is / if there is one. Additionally, I realize that there are Solutions on the Freshdesk site for portal customization, but it would be nice to have a Freshservice-focused articles. Most of the articles are fine, but some parts don't apply to Freshservice portal customization specifically. Even maybe just creating a "Developers" forum where we can chat specifically about portal customization items would be a step in the right direction...just a thought! Not sure that this is a FR, but I don't think it fits any other category either. 

2
Contributor
8 years ago
Contributor
rohith.kuttyContributor

Enterprise wise relationship mapClosed

The current relationship map feature is very useful to give a picture of the CI but a complete & overall representation would also help.

3
8 years ago
Apprentice
david_16385Apprentice

Why can't user logons be authorized?Closed

I have been advised there is no way to prevent a user that has the portal url from signing up and accessing my customer support information. Surely, there must be a way to either manually create a customer and then manually send them the activation email? I don't want just anyone accessing our company documents that are meant only for clients who have purchased goods from us. Is there any way around this? Thanks

2
Apprentice
9 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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