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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
john.bowContributor

Date ranges for Agent Performance Statistics limited to 2 yearsClosed

Hello Freshdesk, Is it possible to get the Agent Performance Time Range extended beyond 2 years?  It seems that I am limited to only the last two years of data, in one search.  Please see the screenshot below.

0
Contributor
9 years ago
Contributor
jijsaxtonContributor

Ticket Summary Digest EmailClosed

Could FreshDesk provide a feature that can send us a re-occurring digest of a group/helpdesk ticket summary.

1
aravind.sundararajan
9 years ago
Contributor
eiren.smithContributor

Merge tickets doesn't merge watchers.Closed

I was watching a ticket. Then I got an email saying it was closed. That's all it said. I asked the agent on the ticket and he said he merged it into another ticket. Freshdesk did not make me a watcher on that other ticket. It really should have — that should have been part of the merge action.

4
Contributor
9 years ago
Contributor
keith_11877Contributor

Allow occasional agents to log in (customer portal only), even if no tokens leftClosed

Currently, if no tokens are left occasional agents can't login at all.  I request that occasional agents be allowed to log into the customer portal and simply be excluded from the agent portal if no tokens available. Here's my use-case: We collaborate extensively with our engineering team. As such they have no real need to work on tickets - they just need to be able to see them. We can do that via public URL today. Much of that collaboration is via private notes (which only can be directed towards "agents"). This works reasonably well, except they can't access KB articles and forums at all. So in making my engineers agents, I've prevented them from using the portal at all (other than via public ticket URL)

1
9 years ago
Apprentice
johnApprentice

Agent ViewsClosed

To be able to limit the view of certain agents to particular companies' tickets. Some of my customers would like to be able to reply to tickets from their own staff but I do not want them to be able to see other tickets UPDATE: Just realised that multiple products is the way to go...pity you can't have just this function and not have to subscribe to the full product (wouldn't need a lot of the other stuff) Thanks

6
9 years ago
Skilled Expert
pproostSkilled Expert

Ability To Translate Field LabelClosed

It would be nice to be able to translate the requester field labels like you can translate the email notifications. For the moment our Freshservice portal is used by French and Dutch speaking people and we always need to add the two translations in one label. This isn't very professional. Please have a look at the attached print screen

0
Skilled Expert
9 years ago
Apprentice
y.lorimierApprentice

Unnecessary notification emailClosed

Each time a ticket is assigned to me by someone else, I receive an email, this is excellent.  My demand is: is it possible to not receive an email each time I assign a ticket to myself?

1
aravind.sundararajan
9 years ago
Contributor
eiren.smithContributor

Unnecessary notification for ticket I createdClosed

I get a desktop/browser notification when I split a message off a ticket to create a new ticket. Seems like this notice is not necessary.

0
Contributor
9 years ago
Contributor
it_14069Contributor

Ability to delete created viewsClosed

As of today, if you create a custom view (which is required to customize asset columns), you cannot delete anything you have created. For example I made a typo on of our custom views, it can not be deleted. You can create/modify a view but no delete. Please add a delete option.

2
Contributor
9 years ago
Contributor
it_14069Contributor

Unusable "Assigned on" dateClosed

We have assets that are signed out to employees. If we were to sign out an asset to an employee retrospectively, we can fill in the "Assigned on" date so we know what date they took ownership of the asset. However, this date is pretty much completely hidden and doesn't get stamped in the "Activity" section. You can't view that date in the Asset columns, and you can't view it by going into an asset. You have to edit the asset to see that date which in my opinion is pretty useless. Can you make it so that this date can be seen in the asset view, and selectable as a column in a custom view?

0
Contributor
9 years ago
Apprentice
sbeavanApprentice

Nested Logic for Supervisor / Dispatch'r etc..Closed

It's really cumbersome trying to make Dispatch'r and Supervisor rules when the only options are Match ALL or Match ANY. Some nested logic would make my 100 rules into 10.  I can't believe this isn't in the system already.

2
Apprentice
9 years ago
Apprentice
craig_15696Apprentice

Adding new contactsClosed

This is a simple request, but it could save us a lot of time when entering new tickets. We receive a lot of support issues by phone. When our agents enter these as tickets, they begin by entering the Requester's name. There is no problem if the contact already exists. If the requester's name is not found, the agent needs to click on Add new requester and then begin entering the requesters name again. It would save a lot of time if Add new requester could populate the Name or email address rather than the agent having to retype in the new requester dialog. Related to this issue, we use the New Email (ticket) as a quick way to generate a ticket and email a customer at the same time. Our agents follow the same process as when entering a ticket. They begin by entering the contact's name. If the name is not found, they go out to Customers->New Contact, fill in the information, and then go back to creating a New Email. Sometimes the new contact information does not refresh immediately, so the agent needs to wait before entering the contact name. It would save a lot of time if you could add new contacts on-the-fly without having to leave the New Email screen.

1
9 years ago
Contributor
cmarriottContributor

Announcement ImprovementsClosed

Would it possible to add a filter to announcements similar to how the add a note works on a ticket. This would be so we could look to do internal agent only private announcements if required, eg a database deployment has been completed successfully. But then also post notifications in regards to known issues which the end users could then see in the portal if need be.

37
9 years ago
Contributor
john.fernandezContributor

Ability to pick "Service Request" from the "New" drop downClosed

Please consider making "Service Request" an option when clicking the "New" button which currently has options for: Incident Problem Change Release Thank you, John

0
Contributor
9 years ago
Apprentice
bulrickApprentice

Note field easier to spotClosed

Private notes should be easy to spot, maybe a different background color to distinguish them from regular replies. Notes should also notify the agent the ticket belongs if another agent leaves a note but doesn't take it over

4
9 years ago
Apprentice
stefaan.coventsApprentice

Change agent who created a solutionClosed

It would be nice to have the possibility to edit the agent name who created a solution. For now an agent who created a solution will remain as the creator (even when he isn't anymore an agent).  You should be able to edit the agent who created a solution or you should have the fonctionality to add extra agent who worked on a solution (cfr a track record).

3
Apprentice
9 years ago
Contributor
eiren.smithContributor

Hide agent signatures in messages in ticket view.Closed

When I'm reading a ticket's messages, I don't want to see agent's signatures over and over. Any plans for Freshdesk to be able to identify its own agent signatures and hide those behind a "..." button in ticket view?

1
9 years ago
Contributor
mark.heyworthContributor

Additional fields / customisation in Ticket ListClosed

It would be really handy to be able to change the department and group fields from the Ticket List view. I'm spending a lot of time filtering and unfiltering or going in and out of tickets to view and amend these fields. If they were displayed in the same way as the Agent / Status / Priority fields in the list view that would be really helpful.

5
9 years ago
Apprentice
gbradleyApprentice

Ability to Limit Available Dates in Custom Date FieldClosed

We have a custom field our customers use to schedule their preferred service date. It would be nice to be able to limit what dates are available to the customer. Not only would we find a list of blackout dates useful, but it would be amazing to limit the number of tickets that can have the same date selected for a given field. Currently, we have to monitor this manually and contact our customers after they have submitted their ticket to ask if they are willing to reschedule.

0
Apprentice
9 years ago
Contributor
eiren.smithContributor

Follow/watch feature for knowledge base articlesClosed

I'd like to have all my Freshdesk points of interest in one place. I follow a lot of forum topics and I have a bunch of support tickets with Freshdesk. But just now I wanted to follow a knowledge base article and I didn't find a way to do so in Freshdesk. How about a button for this? That way I don't have to use browser bookmarks, Instapaper, Pinboard.in or some other bookmarking just for Freshdesk KB articles, when Freshdesk lets me track its other types of items (forum threads, tickets) natively. I would like to also get notices when a followed/watched KB article is modified. Just like a followed forum thread.

0
Contributor
9 years ago
Contributor
eiren.smithContributor

Notify agent via email when someone deletes their private note.Closed

Notify agent via email when someone deletes their private note. Just tested this and the agent whose private note I deleted did not get an email notice of this event. If this is an option, cool, but I didn't see it. Isn't this a critical notification?

0
Contributor
9 years ago
Contributor
eiren.smithContributor

"Add note" button should include watchers by default.Closed

In individual ticket view, when I press "Add note" button, I think that  it should include watchers by default in its "Notify:" list. Currently, it doesn't include watchers in its "Notify:" list.

0
Contributor
9 years ago
Contributor
eiren.smithContributor

Knowledge Owl knowledge base integration plans?Closed

Any plans to integrate Freshdesk with KnowledgeOwl.com? We'd like things like multi-article text replacement (https://support.freshdesk.com/support/discussions/topics/316360), which KnowledgeOwl.com provides but Freshdesk's KB does not provide, but we still want deep help desk ticket system integration with KB articles for our customers and for our agents. When someone is entering a ticket in the feedback widget, I still want it to suggest articles based on what they're reporting — but I want this to go to a more full-featured KB (Knowledge Owl, in our case). When an agent is replying to a customer, I want the option to easily search the KB from the ticket view and include the KB article via a link or the article full text. I just want the more full-featured KB system (KnowledgeOwl.com) for this. Freshdesk seems like a good ticket system, but it isn't an amazing KB system. And I don't think it's a big deal for Freshdesk to make it into a killer KB system.

0
Contributor
9 years ago
Contributor
richard.tomlinContributor

Automatically show latest 2 notes when viewing a ChangeClosed

I would like the system to automatically show the latest 2 notes when viewing a change as at the minute we use these to add important details/updates regarding the change and these are easily missed. Maybe this could be done with a Freshplug? In addition, I would like any screenshots pasted into the Change notes to remain and not be stripped out.

0
Contributor
9 years ago
Contributor
eiren.smithContributor

More modern presentation of knowledge base?Closed

For example, Zendesk (out of the box) has big buttons for top-level categories (whatever Zendesk calls them). They have the same organization structure for their KB as Freshdesk, but their presentation is way more modern. I realize this is fairly non-specific, but I think it's fair and clear to say Freshdesk's knowledge base looks pretty dated and Zendesk's knowledge base looks modern (both out of the box). Any plans to improve this (out of the box)? Not through themes as I don't have a service level that includes FreshThemes. I don't know how much is possible through FreshThemes.

2
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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