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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
john.saccoApprentice

Dynamic forms for the little guysClosed

How about allowing Dynamic forms in lower plans? The businesses that do not have large budgets also want to be productive as well. Please help us out.

1
aravind.sundararajan
9 years ago
Contributor
bambornContributor

Make applying a Scenario a 1 or 2 click action from the ticketClosed

Currently, to get to Scenarios you have to click More > Scenarios, then pick from a list of scenarios. Since these are VERY valuable and time saving automation steps, it would be great to have a simple drop-down of scenarios to choose from right from the page instead of having it nested under More

6
9 years ago
Apprentice
the-flyff-newsApprentice

Self Hosted SolutionClosed

It would be very cool if we could host Fresdesk in our own servers, that way we could have access to the source code to modify it to fit our needs. Also, i have seen sometimes it takes a lot for a helpdesk on freshdesk to load.

2
9 years ago
Contributor
claylongtechnologyContributor

Service Item Request Custom Fields added to Dispatch'r & ObserverClosed

It would really be nice if custom fields added to a service item in the service catalog could be a selection in dispatch'r and observer within the condition.  Essentially adding another selection box next to ticket field and requester field to be "service item field"? See image below another possible idea is the initial selection on dispatch'r or observer on which lifecycle to ad this rule to? Maybe add-in "service request" to separate them?

3
9 years ago
Apprentice
wohaliApprentice

Ticket quotas?Closed

Our company has different SLA tiers, with which customers are allowed a specific number of tickets of a given tier per month. For example: 1 critical /month, 3 additional (high/medium/low) tickets per month. Would implementing a ticket quota system be something others might be interested in?

0
Apprentice
9 years ago
Contributor
petezContributor

Split Ticket as Dispatchr/Observer functionClosed

There are many conditions where it would be desirable for a particular action or response to a ticket to trigger a Split Ticket function. This would work splendidly within a Dispatchr and Observer rule.

8
aravind.sundararajan
9 years ago
Apprentice
niclasApprentice

Feedback widget filed sortingClosed

As stated, I would really like to see a function for sorting the different fields (wich I have made visible) in the feedback widget...

1
aravind.sundararajan
9 years ago
Apprentice
josh.cedenoApprentice

Announcement based on Incident and/or ProblemClosed

To better keep our users informed, my team has begun making announcements of larger scaled incidents and known problems that don't yet have a solution. However, we feel this is something that could be easily implemented by your team. All we ask if a button that will allow for the creation of an announcement based off ticket details with the ability for my team to create it's own summary and field for ETA. With the option of Not available is one is not yet known. Ultimately, a status page would be best such as suggested in:  https://support.freshservice.com/support/discussions/topics/315128 Or something along the lines of Googles App status page: https://www.google.com/appsstatus#hl=en&v=status This way we can create a list of our most critical assets and they would automatically update when an incident or problem are assigned to the asset. Maybe a yellow warning status for an incident and a red critical for Problem. With the option to manually adjust.

0
Apprentice
9 years ago
Contributor
thanos.massiasContributor

Agent Fields ( similar to Customer Fileds )Closed

A nice feature would be having Agent Fields ( custom fields for agents ), exactly in the same way we have Customer Fileds for contacts. Then we could use these in Observer rules or, through placeholders ( ie {{agent.text_field_1}} ), when composing replies or in apps.

0
Contributor
9 years ago
Apprentice
simonchapmanApprentice

View and contribute to company ticketsClosed

People within the same company can't necessarily see all the tickets from that company. The default should probably be that they can.Within Admin, Customize your Public Customer PortalHave options for, e.g.;'Users can view all tickets raised by their company' (i.e. users can see all the tickets raised by all other users listed under their Company)'Users can view and contribute to all tickets raised by their company'(i.e. users can join the thread of communication for all the tickets raised by all other users listed under their Company)

5
9 years ago
Apprentice
katApprentice

Improved search functionClosed

It'd be great to see a more robust "advance search" feature, with the option to search for tickets by status, or only search through tickets of a specific status/issue type/from a specific customer/etc.   It would also be really helpful to see both Open and Closed/Resolved tickets from a customer when you go to their profile page, instead of only the open ones.

18
9 years ago
Contributor
pabloContributor

Change requester company of an open ticketClosed

I know that changing the requester isn't possible, but can the company of a requester be changed for an open ticket?

5
aravind.sundararajan
9 years ago
Apprentice
teamApprentice

Automation when new ticket is createdClosed

We want to do some automation when "a new ticket is created" (either through online submission or ticket creation from requester email).    For example, lets say, whenever a new ticket is created, depending on requester's email ID, add some tags and assign the ticket to a particular agent or group.   How can we do this?

1
aravind.sundararajan
9 years ago
Contributor
josh_15767Contributor

Search Forum Topics by AuthorClosed

We use the "Ideas" forum for product feature requests. We would like to search or sort by author since there are some customer who are very vocal and would be good to follow up with directly, but we would want an list of all their ideas.

0
Contributor
9 years ago
Apprentice
zackApprentice

Hide Recent Activity (Especially for Closed Tickets)Closed

I would love to have only recent activity for OPEN tickets displayed on the main page. Or the option to set it that way. Right now, I'm overwhelmed with all the extra information I don't need. I don't care about closed tickets, only open ones so even if it were just a disclosure traingle that could reveal hidden activity for closed tickets, that would be much nicer.   Ultimately, it would be great if we could "design" the main page by placing the most important elements for our business on it.   I'd hide the activity altogether (making all of it hidden under a disclosure triangle at the bottom of the page) and have the top 3-5 (number assignable) most recently opened tickets that haven't been responded to at the top just under the Ticket Summary. Each open ticket preview would be a small, horizontal box showing the first 2-3 sentences of the ticket's content.   Thanks for a great help desk system! :)    

4
9 years ago
Apprentice
kevin_15428Apprentice

Facebook Messenger IntegrationClosed

Can you build a facebook messenger integration so that we can received chat messages directly into freshdesk ? and use facebook messenger to do realtime chat with people

0
Apprentice
9 years ago
Contributor
sbeesonContributor

Reports - Filter by Team/Group?Closed

We use Freshdesk to track helpdesk tickets as well as higher-tier technical issues.  The latter severely skews things like first call resolution.  I would like to be able to filter by group so that I could only show helpdesk tickets.

14
9 years ago
Apprentice
nealeApprentice

Reporting by Ticket typeClosed

I may be missing something, but it seems to me that your reports are all designed around the performance of the Support team. However, when customers get in touch it's often about a problem, and we add a "Ticket Type" to categorise these. Is there not a way of summarising the number of tickets received by "Ticket Type" in a given period so that we can monitor trends and pass them on to relevant staff elsewhere in the business?

1
aravind.sundararajan
9 years ago
Apprentice
dcunninghamApprentice

Enhanced To-Do ListClosed

I'm looking for an enhanced To-Do List, similar to something like todoist, that integrates with Freshdesk. If something like this already exists as an app, please let me know!

0
Apprentice
9 years ago
Contributor
daniel.youngContributor

Status Change for System in ObserverClosed

Hi, We need more options in the Observer Rule when using System, so a Status Change from x to y would allow me to stop the Requester Notification Emails for Comment Added, Resolved and Closed (As I have) but also as I have a Supervisor Rule chasing the customer when the status is "Awaiting Customer" and not replied to for 24 hours I set the Status to Resolved and currently send an email but for the same reason I have Observer Rules in place of Requester Notification Emails I only want to do this for emails excluding ones listed which today I cant but I want to change this Supervisor rule to only change the status (Not send the email) then I would like to use the Observer Rule to send the email to all except those listed. Thanks Dan

1
aravind.sundararajan
9 years ago
Apprentice
stan.mcduffieApprentice

Enable filtering by key words in the Ticket Subject lineClosed

I'd like to filter tickets by key words in the subject line.

8
9 years ago
Contributor
stephen.shephardContributor

More dispatch'r controlClosed

I would like to see dispatch'r have access to change more fields and have access to data in custom fields. For instance, when creating a new request for a New Hire, I would like to rename the subject of the ticket to append the name of the employee, which I collect in a customer field. I can think of a few other scenarios where this might be helpful. 

1
9 years ago
Apprentice
lisa.lyonsApprentice

Hide sections in mobile appClosed

We are hoping to encourage users to use the FreshService app, so that they can see the status of tickets etc, without having to be tied to their PC's   However, we are also trying to hide the "Service Catalog" from our general users.... so I wondered if there's a way to stop the app from showing the service catalog?

0
Apprentice
9 years ago
Contributor
kjungContributor

Live Chat for Specific CompaniesClosed

It would be nice if there was an option to enable Live Chat only for certain organizations. As certain companies pay for preferential treatment, why not allow us to market certain aspects to different clients?

1
9 years ago
Contributor
daniel.youngContributor

Options for In-App and/or Email NotificationsClosed

Hi, So an example is when I add a private note and want to notify an agent, but their normal email address has an Out of Office so I don't want that to then reply notifying the customer but also I don't want an email just the In-App notification. So maybe a Admin setting per module and/or when you choose the Agent to Notify it shows their name but also "In-App", "Email" or "Both" so you can choose as required. Thanks Dan

0
Contributor
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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