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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
svanderpaeltApprentice

Clearly visible running timer in ticketClosed

I would appreciate a little change on the timer. I think because of it's placement on the page (below) people can tend to forget to start the timer when they start the ticket. I used to work with Autotask and there you couldn't miss the timer at all. - Time should start running the moment you change the status of the ticket - The running timer should be much more visible on the ticket in stead of being so deep It allows you to keep track of exactly how long you spend working tickets for customers, and you don’t have to remember to scroll down each time to click "Start Timer" before you start working! This will make sure all agents have a better track of their timing or won't forget to add their time entry.

2
Apprentice
9 years ago
Contributor
john.bowContributor

Option to leave copy of requester message in original ticket upon ticket splitClosed

It would be great if there was an additional option to leave a copy of the original message in the original ticket, before splitting the ticket

0
Contributor
9 years ago
Apprentice
rbridgemanApprentice

Agent "Play" buttonClosed

Taken from Zendesk, are we able to get a "play" button so agents can work through each and every ticket in their queue one by one? 

0
Apprentice
9 years ago
Contributor
justinalveyContributor

Round Robin for Ticket Re-assignmentClosed

We often have service request or incident that needs to be re-assigned to another group. It would be ideal for the re-assigned ticket to auto-assign according to the round robin to the next agent in the rotation, 

1
9 years ago
Apprentice
detrisavaniaApprentice

Feature Requests: Queue ManagementClosed

Hi Freshdesk! I have some requirements for my company's desk, which are: 1. Queue Management The customer inputs their arrival time at our GRO Office (Guest Relationship Officer or Cust Service Office) -> to calculate average waiting time. Our officer inputs their starting time and the finish time -> to calculate average handling time for each desk.  P.S: the finish time could be in 3 conditions: (1) problem solved, (2) Problem postponed, (3) Problem unsolved Once the problem is solved, the time will be recorded -> to calculate the average solving time.  Customize the color, language (to Bahasa Indonesia) by using our company's vocabs, put our logo, and etc.  Analytical matters (i.e: avg handling time / month, avg waiting time / month, avg solving time / month, number of problems solved, etc) is it possible for Freshdesk to set up the desk into some of those requirements? Thank you.  Cheers, 

0
Apprentice
9 years ago
Contributor
c.payneContributor

Greater degree of whitelisting optionsClosed

Would it be possible to have a larger degree of options on the domain whitelisting options?  Specifically in our situation, it would be very useful to restrict tickets on the portal to only certain domains, but still permit emails, in particular cc'd addresses to be able to update tickets. Our situation is that we wished to implement the whitelisting option as we had begun receiving a number of spam or falsified tickets through our portal, given the lack of restriction to do so.  However, we also frequently receive tickets from members of staff who will cc in new potential clients or support contractors and if we have whitelisting enabled, we would then not receive replies or updates from said contacts. We mostly redirect our email through an existing Exchange account, meaning that the email is already filtered for spam, so being able to restrict accounts that may register or submit tickets as a separate level would seem to be a minimum requirement, although it seems that a useful feature if using a filter of this sort would be to view a record of any such filtered tickets/mails and permit them, similar to how a junk email folder may occasionally need to be checked for incorrectly filed mail.

0
Contributor
9 years ago
Contributor
jgaltContributor

Any plans for a Windows phone app ?Closed

the iPhone app is great, but are there any plans to put out a Windows phone app ?

8
9 years ago
Contributor
amy.macgregorContributor

Assigning to Third PartiesClosed

Hi I would like the ability once a new incident has been logged to then be able to send that incident to a third party email basically creating a job for a third party. Eg: An incident comes in as a ticket for an additional network point in a department. I would assign an agent, but also assign our third party cablers. I want them to be aware of the job as soon as i assign it, i would also then like to have the ability to list all the jobs that have been assigned to that third party so we can have a job list for follow-up.  Currently, the incident ticket is raised, then i grab the email that has come through, email it to the cabler, and before you know it, there is another job for the cabler - a new telephone line is required at another site, etc. I cannot keep track and keep them on top of things, so jobs get delayed.  It would be super handy to almost have what i would call an 'external agent' who only has access to jobs assigned to them, the ability to add comments, and to complete a job when they are done, this then would re-open the ticket for my agents so they can mark it complete and sign-off on it.  Is there any way this could be added? Or at the very least, being able to assign it or mark it somehow for that particular third party so we have a list to sort by.

0
Contributor
9 years ago
Apprentice
joel_13689Apprentice

Wordpress Account Syncing IssuesClosed

Hey Guys, Love Freshdesk....... We have always had an issue with our customers being confused because we have a private membership in Wordpress but for support they have to have a separate login for Freshdesk.I know to most of us here it's simple but you will be surprised how many customers just don't understand.So we have tried the WP plugin for Single Sign-in and it works great! But one big problem....Sometimes we have customers who can't login to Wordpress for whatever reason or a potential customer who wants to contact us....but they can't.The Single Sign on appears to be an all or nothing.We don't want guest user account in our Wordpress database.Is there some simple way just to sync a Wordpress user over to freshdesk?  We are trying Zapier where it creates an account on our new orders.In the end we would love our customers to have a seamless experience to be able to access Freshdesk and we want non Wordpress users to be able to access it as well.Any ideas or suggestions?

0
Apprentice
9 years ago
Contributor
it_14069Contributor

Search box on custom asset viewsClosed

Currently there is no search box at all for a custom saved asset view. I've no idea why not, but it's a pretty crucial requirement for an asset management system. If I have 200 laptops which have been filtered with a custom view, I need to search those assets for information to find the asset quickly.

7
Contributor
9 years ago
Apprentice
dfardApprentice

Freshdesk Forum functionality with FreshserviceClosed

Freshservice is missing the forum functionality that is available in Freshdesk.  It seems odd as an IT helpdesk running systems and services for our staff, we are unable to collate system/ service feature requests and display them on our Freshservice portal.

0
Apprentice
9 years ago
Contributor
marc_11439Contributor

SLA Escalation actionsClosed

is there a way to set Escalation actions other than to an Assignee? We would like to escalate to a group. It appears that the escalate action is only to an individual (agent).

3
9 years ago
Contributor
jijsaxtonContributor

Show & Hide additional columns from fields in CMDBClosed

We have a number of categories in the CMDB that have custom fields. Unfortunately as FreshService only show static columns from inbuilt fields it makes it difficult to visually see custom fields in a full list especially when some fields maybe crucial. Having to select each asset to view details is troublesome and exporting the full list is annoying.Please introduce selectable columns!

16
9 years ago
Contributor
john.bowContributor

Site currently under maintenanceClosed

Is it possible to get a feature where the landing page for people logging into the portal  will be redirected to a "site currently under maintenance" ? This would be useful when we want to change some settings and see how it effects the system before going live with the changes.  Of course there would have to be an alternate website URL to login to the site while it "under maintenance"

0
Contributor
9 years ago
Apprentice
z.anderson-smithApprentice

Project Management moduleClosed

Hi Team, Please implement a Project Management Module. Regards, Zac

11
Apprentice
9 years ago
Contributor
daniel.youngContributor

Huddle Option to use Return/Enter for a new LineClosed

Hi, I would like to see a checkbox similar to Facebook with the choice of Return/Enter for a new line or to send the message. Thanks Dan

0
Contributor
9 years ago
Apprentice
svanderpaeltApprentice

Reports on solutionsClosed

It would be very useful if we would be able to pull a report to see which agent made which solutions (between period X and Y). In our weekly meeting we each have to talk about our made solutions. Now we have to keep a list in Excel. Would be much easier if we were able to pull a list out of Freshservice. here you can find a example of the info we keep:

0
Apprentice
9 years ago
Apprentice
schwerzmannApprentice

Built-in Approval-WorkflowClosed

Hi there For some changes, it's sometimes required to have a customers supvervisor approving or denying a change request by an customers employee to proceed with the change. Actually, there is nothing implemented to support a scenario like that. I'd warmly welcome a feature in Freshdesk, which integrates in an automation rule and tells: if a ticket with type "change" comes in a mail to the [customers supervisor] is sent having to links in it: - to approve, click here [direkt link to make the change approved] - to deny, click here [direkt link to make the change denied] as soon as the [customers supervisor] approved or denied the change, the Servicedesk Agent can continue his work on the ticket. Hope, this will be implemented soon :-) Thanks Alex

2
9 years ago
Apprentice
svanderpaeltApprentice

The 24-hour clockClosed

Hey guys Since we are an European company with HQ in Belgium, we would appreciate that in the settings we could choose to use the "24 hour clock" in stead of "AM/PM". This because in Belgium we are not used of working with AM/PM. Thanks in advance Steven

0
Apprentice
9 years ago
Contributor
eiren.smithContributor

Option to automatically add me to watch list if I create the ticketClosed

This would be a useful option.

0
Contributor
9 years ago
Apprentice
xosokt.meApprentice

Proactive live chat widget won't stay closed.Closed

We have our Freshdesk live chat widget set to pop up for a user after n seconds on a web page. That's working. But once user closes the widget, any proactive popup should be disabled for the rest of their session on our web site. Right now, even on the same web page, the live chat widget keeps popping up. It's very annoying for me and our webmaster and probably our web site visitors

2
9 years ago
Apprentice
wesley_15950Apprentice

Zoho CRM integrationClosed

Hey, Will you implement a native zoho crm integration as this is available in Freshdesk

0
Apprentice
9 years ago
Contributor
hmeekContributor

Ticket section layoutClosed

Does anyone else dislike the way the ticketing module is laid out? Why can't it be more like the Assets module vs. looking like an email preview?  Is there a way to change this that I am unaware of (fingers crossed)? LOVE to have... - ticket data broken out into columns, headers being the ticket field name - sort and filter tickets quickly like an Excel spreadsheet - add/remove data columns for viewing ticket information (ability to customize) - allow me to choose my default view - ability to edit/delete views  

0
Contributor
9 years ago
Apprentice
antoine.hirschlandApprentice

Same rules to both incoming AND existing ticketsClosed

We would like to apply the same rules both to incoming AND existing tickets.  Indeed, we want to apply rules on tickets after modifications done on them (by agent, requesters and/or  system.  For the moment, the only way to do that is to duplicate the rules (+every modifications on them), which is not efficient at all (https://support.freshdesk.com/support/tickets/1337289).  The Observer tool isn't a solution since it still require to create the a rule in dispacher (duplication again). Two simple solutions could be: - In the Dispach'r or in the Supervisor, to add a "clone" function. - in the Observer tool : under the question "When an action performed by...", to add a checkbox "Agent, Requester and "System" (currently only "Agent", "Requester", "Agent", "Requester" and "System" exist).

0
Apprentice
9 years ago
Contributor
kkhalilContributor

Slack IntegrationClosed

Can we get a "DM Watchers" option for the slack integration?Also, a "DM Specific Agent" option would be great, allowing us to just manually specify an agent to DM, instead of a variable.Thanks!

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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