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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
richard.tomlinContributor

Filter Custom Fields for only blanksClosed

Hello When viewing the incident list we would like to be able to filter our custom fields to show ONLY those that have the custom field blank. We have been able to get around this using a dispatcher rule to automatically set our custom fields to the entry 'Blank' but this feels a little dirty. Thanks

0
Contributor
9 years ago
Apprentice
bandit.mafiotApprentice

permision to edit "To" fieldClosed

 When replying to a ticket, "To" field is auto filled with the client email address. But the "To" field is locked and can not be edited. My suggestion is to let "To" field unlocked and a staff user can edit that field.

0
Apprentice
9 years ago
Contributor
gdraqueContributor

Add 'Send Slack to' as a Supervisor ActionClosed

It would be very useful if we could have the Slack integration enabled in the Supervisor. Currently only the Dispatch'r and Observer have it. Regards, Gus//

0
Contributor
9 years ago
Contributor
shivakant.pandeyContributor

Additional requester in TO fieldClosed

The ability to Add additional requester in the case is critical item for us. A lot of times we add multiple people in the TO field.  Use case: A group of people (but doesn't have group email address) are supposed to work on the ticket. If the email is sent to them then one of them will respond to the ticket.  Do you have this feature request in the pipeline and if yes then what is the timeline?

0
Contributor
9 years ago
Apprentice
pascal.manhaveApprentice

dont want customers to report ticketClosed

Is there a way to block customers from making their own incidents or tickets? I only want this program for internal use and possible future emails to update customers about the progress. I noticed that one of my customers logs into the system and makes their own tickets, dont want them to do that.

1
Contributor
9 years ago
Contributor
joe.stacavichContributor

Restrict Access to Solutions & ForumsClosed

We have recently started a push to make sure no one can access our Support portal without have proper paid maintenance. As such, we turned off the ability for customers to sign themselves up for the portal, this was step 1. However, since anyone that emails our support@ email address automatically gets an account created for them, this causes a security loophole. By the time we realize this has happened, they could have access something sensitive, such as software downloads. I had the idea to create a Company called "Approved Customers", problem there is you only allow a Contact to be associated with more than one Company on the Estate and above, we are not big enough to need that, we have 7 agents. I know you can restrict access to Solutions and Forums by certain companies, however, I am not going to go in there and type in each of our companies to all of our Forum or Solutions articles, that would be way too time consuming. Any other people running into similar issues have something they have done as a work-around?

0
Contributor
9 years ago
Apprentice
chris_14196Apprentice

Screenconnect integrationClosed

I saw the integration for TeamViewer and would love to see an integration with ScreenConnect. 

4
9 years ago
Apprentice
aaron.ebertowskiApprentice

PagerDuty Integration: Update IncidentsClosed

I'm leveraging the PagerDuty integration to send SMS notifications to my team.  The integration works great to create incidents that I can configure for custom notification schedules.  I've set up Dispatch'r rules that send to PagerDuty on Incident Creation and Incident Closure.  Here's my problem:  The communication to PagerDuty isn't anything other than "create incident".  If the ticket is updated in any way in FreshService, such as moved to a different Status, Priority, or even reclassified as a Service Request, PagerDuty doesn't get notified.  Conversely if I acknowledge the incident in PD, FreshService doesn't get that update at all. Is there something I'm missing or is this the best there is?

0
Apprentice
9 years ago
Apprentice
deivid.stenicoApprentice

Tag with problems ...Closed

I am using the {{helpdesk_name}} tag in the open calls email ... my question, was not it to return the name of one of our technicians instead of returning the company name?

0
Apprentice
9 years ago
Apprentice
ricardoa.t.fonseca85Apprentice

Fresh Service Chat and Multiple PortalsClosed

Hi,I´m starting my own HelpDesk company, and all my clients are external companies.Is it possible to have any of this points working?1. Multiple portals (custom logos, names, and colours for each client) with different ticket creation forms for each client (company), but using just one Dashboard, so we could have all tickets in one place2. Chat (When a client submit a ticket the "Chat Opinion" should be available)Thanks and keep the good work!

9
9 years ago
Contributor
jacob_14607Contributor

Deactivation Of Customer Profile EmailClosed

When an agent deactivates a customer profile (deletes) The customer should receive an email informing them of the task completion (Deletion) Hope to see this added

2
Contributor
9 years ago
Contributor
thanos.massiasContributor

New notification: Email Notifications Agent notifications CC Replies to TicketClosed

 At the moment when either a Requester or a CC replies to a ticket, the same notification is triggered: Email Notifications > Agent notifications > Requester Replies to TicketI believe that a new 'CC Replies to Ticket' notification should be added. I also believe that at least 2 extra placeholders should be available for this notification (for 'CC name' and 'CC email') with more welcome (ie for 'CC phone', 'CC company' etc)

3
9 years ago
Apprentice
jbjApprentice

Where to put Terms of Service type notices if not on Estate PlanClosed

I would like to include a few custom Terms of Service notes on my portal.   However, I do not want to upgrade to the Estate plan in order to be able to add a full customized Terms of Service agreement.  (We're small;  and I've got enough learning curve already :-} I'm looking for a workaround that provides basic functionality. In particular, I would like to put a notice on my portal forums that says, in effect, "if you contribute feature ideas, you grant us license to use those ideas without encumbrance." Maybe in some kind of static page at the top of the forum area? Any suggestions on how to accomplish that would be appreciated. Thanks!

2
Apprentice
9 years ago
Apprentice
michael_12730Apprentice

Changing view of the DashboardClosed

Is it possible for me to change the current items shown in the Ticket view @ the dashboard? I would also like a option to shows how many open tickets there are atm.

3
9 years ago
Contributor
stephen.shephardContributor

Separate SSO per customer portalClosed

We have customers with their own Azure AD domains that we support, and it would be wonderful to let them log into our support portal directly from their own Office 365 account. Today, when we turn on SSO, we can integrate with our own company domain, but of course our customers who don't have accounts on our domain can't log in. If we could do separate SSO configuration per customer portal, it would seem to solve this.

5
9 years ago
Apprentice
e.vandermeijApprentice

Possibility to sort Ticket templates and Scenario'sClosed

I would like to see a function where we can sort Ticket templates and Scenarios by Topic/Group using a drop down menu. Agents could then first choose the Topic/Group and then select for the Template or Scenario.  Search option becomes less efficient when you use multiple templates and scenario's.

1
Apprentice
9 years ago
Contributor
cmarriottContributor

Release notes for different probe versionsClosed

Could I request visibility of release notes and notification of when a new version of the probe is released please. I just randomly checked today and can see there is a newer version number in the download than I am currently using, it would be great to know whats changed and that changes are available :)

4
9 years ago
Apprentice
alexander.sextonApprentice

Reporting by custom fieldsClosed

I do a lot in asset management right now since we just purchased and haven't rolled it out to the users yet but I would like to see something in the reporting section being able to view reports based off the custom fields we add inside the asset. Also I know they are working on adding columns in the asset list but I hoping the IP address can get added and it will allow us to search via computer or device IP

1
9 years ago
Apprentice
bryan.loApprentice

Monitor computer hard disk condition and spaceClosed

Monitor computer hard disk condition and space. Will get alert if hard disk faulty or disk space running low.

1
9 years ago
Apprentice
joao.fariaApprentice

Change pageClosed

It would be nice on Admin>Companies to search a pattern on the table, to find the company/department more quickly 

1
Apprentice
9 years ago
Apprentice
azarApprentice

Support Gmail Add-onsClosed

The Title says it all, more info at: https://gsuite-developers.googleblog.com/2017/03/bring-power-of-your-apps-into-gmail_9.html Let's throw Outlook web add-ins (apps) in the mix as well.  https://dev.office.com/docs/add-ins/overview/office-add-ins

0
Apprentice
9 years ago
Apprentice
freyrApprentice

Escalate to phone callClosed

Hi,we need to automatically escalate tickets from Freshdesk to a phone number during certain conditions:Is it possible to have Freshdesk call a phone number automatically with some pregenerated message?  What we need is something like PagerDuty, but we still need the HelpDesk functionality that Freshdesk provides.

3
9 years ago
Contributor
jacob_14607Contributor

Ability to Customize PortalClosed

It would be nice to customize portal on Garden plan as it's kind of inconvenient for my customers to use as they are always complaining.  Also, Would benefit my business and there should be no add on fee.  Hope this gets fixed soon

0
Contributor
9 years ago
Contributor
pmesritzContributor

Integration with ConfluenceClosed

There' an integration that seems to work pretty well with JIRA.  One of the things I'm looking to do is show similar dashboard data that is in Freshdesk in our Confluence instance.  Is anyone looking at how to do this?

9
9 years ago
Contributor
dlambrechtContributor

Mute response when from mail adress.Closed

Hi, We have some services that send error mails to the servicedesk when somthing happens. Mostly this are external systems not under our admin. When it comes in its mostly from a no repy address. So when we accept the ticket  or close it send a repy to the sender. When the mail address is configured to reply with a message you cant repky this can give a ticket storm... Mails bouncing back and fort ...  So it would be nice if we can just select if we can choose to mute a ticket so it will never get replys in the mailbox for this ticket. And then we can make a rule if from requester mute ticket ... I dont know why this isnt a feature already does no one have this problem ? Tips are always welcome .... Kind Regards, David

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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