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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
scott.willettContributor

Reports based on CIsClosed

I would like the ability to target a specific CI, or a specific type of CI for reporting (eg: tickets logged based on a particular software package, all tickets linked to the CI type "software"). More powerful than categories, and will place categories where they should be - generic and simple use.

2
Contributor
9 years ago
Contributor
scott.willettContributor

CMDB Filter by Custom FieldClosed

I want to request a feature - The ability to create a view that filters via a custom field if a CI has that field.   For example: I've created a status field for all CIs which is a drop down selection field with the options: Provisioning, Production, Retired   It means I can track a CI throughout it's lifecycle, however I may only want to be dealing with Production CIs generally, or be able to view retired services for review, or keep track of services I'm yet to introduce.

2
Contributor
9 years ago
Contributor
albert_14459Contributor

Pay per action pricingClosed

Hi, Our use case is that we have few agents working with FreshDesk on a daily basis. Additionally we have some subject matter experts that handle 5-10 tickets a month. We wanted to experts as agents but find it costly given they would answer only 5-10 tickets a month. We tried daily passes but this is quite inconvenient so agents are rather mailing experts and then responding their comments to clients (acting as a proxy). Pay per action pricing on this additional users (i.e. per each ticket reply) would be great solution for us and I guess many companies who have people answering tickets sporadically. This way teams could collaborate better and FreshDesk could earn additional income - win win :)

0
Contributor
9 years ago
Apprentice
kodjoApprentice

Reports should aid Improving my productClosed

The Freshdesk reports are focused on improving support. I would like more focus on improving the product. This is the only way to reduce the number of agents and have happy customer at the same time. For example: I would like to see a graph that shows the tickets per type over time. This can help me locate problems with our product so I can take corrective actions. After a while I want to evaluate or my actions did have consequences for the amount of tickets in this ticket type. This can not be done in Freshdesk. I can use the "Ticketvolumetrends" but this gives only totals, not per type. Yes, I can generate reports per type, enter all numbers in Excel and make my own graph...

0
Apprentice
9 years ago
Contributor
louisContributor

End-User AuthenticationClosed

The Service Desk is potentially one of the biggest security holes in IT. There are several ways to hack a Service Desk:1. Spoofing a user on the phone 2. Spoofing a user on email3. Spoofing a user on the portalWe should be validating that end-users are who they say they are (authentication) no matter which communication channel they use.Some suggestions:1. Spoofing on the phone: have an authentication module on FreshService which requires that a user authenticates using Google Authenticator, or an text message.2. Spoofing on email: force users to only use their work-related email addresses, this should be linked to the customer directory service3. Spoofing on the portal: users can only log an incident if they are logged on with their domain credentials (which requires multiple domain SSO integration).

1
Contributor
9 years ago
Apprentice
b.a.umbergerApprentice

Notification when customer update their profileClosed

I am currently using Freshdesk as my actual client portal, only make sense. Currently, I have their profile fields set so they cannot update them and they have to submit a ticket to do so. This is because I need to know when they change their info (address, phone, email etc ... ) so I can update my billing system.It would be nice if the admin was to receive some kind of notification when a customer updates their profile fields. This would allow me to allow them to update their fields themselves.Hope that makes sense ... lolBrian U

1
9 years ago
Apprentice
christinaApprentice

Forum optionsClosed

It would be nice to be able to set the number if items displayed in forum summary page: if there were only 2 forums 10 items could be shown, but with 6 forums 3 items per forum might be appropriate: would be nice to be able to change form the default 5 items.

1
9 years ago
Contributor
jijsaxtonContributor

View most recent reply and respond from ticket list pageClosed

Would be nice to be able to expand a ticket within the ticket list to view the most recent conversation and also reply. 

1
Contributor
9 years ago
Contributor
alessio.fattoriniContributor

Could you please downgrade Multiple Business Hours To Garden?Closed

We need it but we can't upgrade to garden but we might upgrade to Garden From Blossom. Is there a way to activate just a single future taken it from other profiles?

3
aravind.sundararajan
9 years ago
Apprentice
rsspokemongoApprentice

Identify direct message vs public post (FB and Twitter)Closed

Freshdesk needs a way to differentiate direct messages from public posts. The tiny lock icon is not good enough. There are some things that are not appropriate to put in a public post and it's too difficult for some people to keep track of the difference. I want my agents to easily know if they can put personal information in their response. Perhaps we could have additional sources? example: Facebook - DM Facebook - Public Post Twitter - DM Twitter - Public Tweet

1
9 years ago
Contributor
meyerContributor

Add New Ticket or Email, From Inside A Contact CardClosed

Here's a video that shows what I'm talking about: http://example.24hrtees.net/jQxjHere's a text explanation:I'd love the ability to be able to search for a specific contact, find all past conversations (or emails) sent to them and then have the ability to click an "Add New Ticket" or "Add New Email" button that auto populates with that specific contact's card. Seems like this would be a fairly easy thing to implement and would give us more reasons to start from the contact cards (since the current search isn't very efficient).

1
9 years ago
Apprentice
dprApprentice

Setting a lock date to prevent hours being added to a period already invoicedClosed

As we are using our registered hours to export a given period and import it to our invoicing system, we need to make sure that agents are not able to add hours to a period that has already been invoiced. So it would really save us a lot of time if we did not have to keep manually looking for hours that should have been invoiced, say last week, because an agent "forgot" to add some hours and now added hours to an already invoiced period. So a great feature would be a "Do not allow registering hours before : DATE" Thanks

0
Apprentice
9 years ago
Contributor
s.de.jongContributor

Quick call\template ticketsClosed

At our servicedesk we have some service requests that happen multiple times a day (password reset, account unlock, session reset) for which we used to have quick calls in our old ITSM tool.  These quick calls or you can call them template tickets only missed the name of the caller. So you only had to fill that and all other fields were pre filled (category, company, SLA, ticket subject and full text, status, ticket type) is there a way to get this in FreshService as well? For eacht password reset or account unlock we now have to select all fields by hand which takes more time and causes some irritations with the agents.

0
Contributor
9 years ago
Contributor
ivan_13609Contributor

View unanswered, unread and new forum postsClosed

Would be very handy to sort the forum posts by unanswered, unread and new posts. For instance some forum platforms have the possibility to sort the forums by "New posts since last visit".

1
9 years ago
Apprentice
john.tammaroApprentice

Dashboard Refresh - update ticket statusClosed

I would like to put forward a request to allow the main ticket dashboard to have an auto refresh of a configurable number of seconds. This will help to clear up any tickets that have been allocated to an agent or merged, and to also update the ticket status.  I have tried various Chrome Store apps but they all refresh on the whole open tab/s only. This has the negative impact of being halfway through a customer email response and then the page auto refreshes, causing me to lose the half written response. Thank You

3
Apprentice
9 years ago
Contributor
d.nieuwendijkContributor

Groups and load balanced automated ticket assignmentClosed

I like the new automatic assignment which is load balanced very much. The main thing that annoys me about it is the way the ticket limit works. Generally, I'd want to agree with my team on a certain limit. Let's say that 3 would be the perfect limit. This is where the problem comes in, because the team works on tickets from three Groups, corresponding to our three sites (one person works on 2 of them). Setting limits of 3 for the load balancing leads to 3 x 3 = 9 tickets assigned to each person, not 3. Another approach, setting a limit of 1, leads to undesired consequences because a "Waiting for 3rd party" ticket might "block" new tickets*. Also, if one group has older tickets than the others, it is strange seeing some tickets just resting in your inbox and never getting to them, whilst tickets from other groups keep coming in. More problems will occur if you have more groups (b/c of more site, or for analytics reasons), and also if not everyone works on the same number of groups. Summarising, I think the limit should take all of the Agent's open tickets into account, not the number of tickets just in that group. * I know, I could turn off the SLA for this status, but that would falsify the data.

0
Contributor
9 years ago
Contributor
pete_14678Contributor

Extracting more information on Time Sheet reportsClosed

Is it possible to include any more information on the Time Sheet report Excel export ? We are looking to link the time entries with further information in the tickets but presently this isn't possible and would be very useful for our billing team. Are all backend fields being extracted ? -pete

0
Contributor
9 years ago
Apprentice
ne_15091Apprentice

Tickets in CalendarClosed

Hi , How can i show the tickets in calendar ? I can see changes and tasks but i want to see tickets too. It's possible ? Thank you

0
Apprentice
9 years ago
Contributor
marc.turnerContributor

Link forum to existing ticketClosed

You can create a ticket in the forum but you cant assign to an existing ticket (please allow this as most requests start from a ticket). A bonus would be to add a forum post directly from a ticket but more important is the link to existing ticket.

5
9 years ago
Apprentice
nicole_15070Apprentice

Dropbox AppClosed

Would it be possible to attach files from customers tickets to dropbox. Currently you can only attach your own files to a customer ticket. It would be more useful if it could happen both ways.

0
Apprentice
9 years ago
Apprentice
oisinApprentice

AUTOMATION - Set Requester to a specified emailClosed

Hi there, I use NinjaRMM and I want to use Freshservice as my ticketing system. What NinjaRMM does when something happens on a customer's computer, is that it sends an email alert out to me. That alert always comes from "noreply@ninjarmm.com" or something similar. Ninja tells me the customer that the email is associated with, but it doesn't put their email in the alert. I want to receive the email, then automatically take the "customer's name" from the body of the email, to set a particular email for the requester. Is this possible? I'm sure many people would like this option.

2
Apprentice
9 years ago
Apprentice
chubbertApprentice

Close a ticket without notifying requestor noticeClosed

I know that it is possible to change the status of a ticket with email commands.  And I know it's possible to close a ticket without sending notice to the requestor with Shift+Close in the web page. It is possible to close a ticket without notice to the requestor with email commands? Thanks, Chuck

2
marcus.landgren
9 years ago
Apprentice
wstottApprentice

Convert note typeClosed

I think it would be beneficial to be able to change a note from either public to private (and vice versa).  The first use case is some information that an agent may place as public, may be determined to not applicable for the public viewing by the ticket boss/supervisor. The information is still relevant, and needs to be tracked (in the correct timeline - copy, pasting & deleting not appropriate).  Second use case is the exact opposite. An agent performs tasks and notes them as private, but holds relevant information the client needs to see in the portal. Again, it is my belief that the time line should not be broken by copy/paste into a new note.  Surely a simply toggle such as at the note creation stage could be made available when editing the existing note?

0
Apprentice
9 years ago
Apprentice
david_10720Apprentice

Subject Line for Dispatcher RulesClosed

 When creating a new rule in the Dispatcher, when sending an email it would be nice if we could customize the subject line as well, just like we do with the other email notifications.

5
aravind.sundararajan
9 years ago
Apprentice
negimegha0312Apprentice

blossem & estate versionClosed

Can i get some brief info about blossem version & estate version of freshdesk

1
aravind.sundararajan
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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