Skip to main content

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

Filter by idea status

Filter by product

8947 Ideas

Back to top of the list
Apprentice
mikael.janssensApprentice

Image managerClosed

The Manage Images solution in the WYSIWYG-editor for the Solutions part is really very basic. We can't add folders, delete items, order items, replace items, etc. 

0
Apprentice
9 years ago
Contributor
alice.phantomContributor

thumbnail or video previewClosed

It would be great to get some advice/recommendations of yours about - how to get an article list with thumbnails (featured image) - how to launch a lightbox with the videoplayer wehn clicking the thumbnail, as in this example: http://support.anewspring.com/support/solutions/folders/3000009547# Thanks! Alice

1
Apprentice
9 years ago
Contributor
rodolphe.malagutiContributor

Problem notification deactivationClosed

Hello, It would be nice if we were able to disable all notifications in Problem. For now, we can only deactivate the creation notification Regards,

2
9 years ago
Contributor
carltContributor

Integrate with Facebook Messenger BotsClosed

This is where customer service is moving, does Freshdesk plan to move here as Zendesk have? https://developers.facebook.com/blog/post/2016/04/12/bots-for-messenger/

1
9 years ago
Apprentice
janeolamApprentice

STAFF Hours needClosed

The reporting tool is very basic. For us to be able to assess if we are making any money for the operation we need to know the cost per chat or cost per email. However, STAFF HOURS can't be derived since Total Logged In time,  total IDLE time are not available. You help is highly appreciated. Jane Olam

0
Apprentice
9 years ago
Contributor
james.meadContributor

Rename Department to Requestor's DepartmentClosed

Could you please look at renaming the Department field to "Requestor's Department" for agents. It's creating some confusion. 

3
9 years ago
Apprentice
stefan.schmidApprentice

More design options in Field TemplatesClosed

I wish there was an option to group fields or add sections or similar, e.g. I added custom fields for Closure Code and Incident Cause and now would like to "group" them under the title "Incident Closure".

0
Apprentice
9 years ago
Contributor
scott.willettContributor

CMDB Global FilteringClosed

Would be good to have dropdown global filters in the CMDB to filter by company/s (and possibly other fields like location).This would be helpful to find CIs that aren't assigned to a company (probably in error when creating the CI), and allows you to focus on the assets for a particular company/s.Would be good to be able to select multiple companies for various scenarios (eg: select a corporate company and one or their business sections. Many CIs will be used by a corporate offices business sections, taking advantage of centralisation).

2
9 years ago
Apprentice
lionbrandtestApprentice

Magento Enterprise Edition?Closed

Months ago my company was told that a Magento app would implemented (so we chose it over Zendesk) but we assumed it would include all versions. Now we found out the app doesn't support the Enterprise Edition. Will this ever be supported? We're on version 1.13.0.2.

0
Apprentice
9 years ago
Apprentice
david_14857Apprentice

Ability to respond to emails with smart solutionsClosed

The portal smart solutions and the agent smart solutions are a very good feature of Freshdesk. However, for a demographic of customers who interact almost entirely via email, they cannot access this feature, which is a shame.  Some competing support systems offer a feature where you can include the top 5 smart solutions at the bottom of an automated email response as part of the initial ticket dispatching process. We asked your support people and they say that this is not available 'yet'. However, the back-end functionality is clearly there inside Freshdesk. If we look at the page source for a typical agent processed ticket, this URL appears in the source https://[my-support-site]/search/related_solutions/ticket/[some-long-number] If logged in as a user with correct permissions, fetching this URL does indeed fetch and render a HTML list of smart solutions that are viewable by that user, that relate to that specific ticket. The missing bit would be for the top 5 of those smart solutions to be included in the reply email body - so, a placeholder {{ticket.smart-solutions.list}} or {{ticket.smart-solutions.text}} in the email template that when spotted by the dispatch'r agent, does this lookup and inserts the top 5 links that come back with their titles into the response email - hence emailing the user with a useful 'self help' even without needing a portal login code. Could you add this to your feature request list for a future release please, it would be a really helpful feature for any helpdesk that is primarily email driven.

0
Apprentice
9 years ago
Apprentice
doronApprentice

Schedule reports sends through mailClosed

Automation/scheduled reporting will be appreciated.

22
9 years ago
Apprentice
tntApprentice

Add a solution directly from a ticketClosed

Hi. I would like to be able to add an existing Solution to a ticket. For example by finding the solution in a tree-structure or search from within the Reply option Then I can quickly close a ticket again.

2
Apprentice
9 years ago
Apprentice
nigyApprentice

Solutions refresh date warningClosed

Hi,We publish many solutions along the year, and most of them become obsolete after a while as everything changes all the time.It would be really nice is Freshdesk could send a email, or auto create a ticket everytime a published solution is x months old (configurable).This way we can check if the solution is still valid after 6 months, or if it should be updated or even completely removed.

2
Apprentice
9 years ago
Contributor
kim.isaksenContributor

Why god invented columnsClosed

We dropped Freshservice last year and moved to another vendor. The product we choose is really good with some realy strong points, but for us the flexibility and rule automations in freshservice amongst other things where a real loss, so we are moving back.  That said, I want to raise the discussion that the GUI in Freshservice is in need of a makeover. I think freshservice lacks efficiency and usability. The GUI has been designed ba a webdesigner, not an UX designer, it seems. Since this is a tool not a website, the efficiancy and usebility should come before beauty and elegance. FS is a lot of air, instead of a lot of well organized information. It is limited to fit narrow screens althoug most of us have fairly large widescreendiplays today.  As we are moving back I would like FS to consider the good things that we are leaving behind.  See the attached sreenshot of freshservice incident list beside the incident list of the competitor. Now this view I will miss when moving to back to FS. 

1
Contributor
9 years ago
Contributor
daniel.youngContributor

Ticket Sections based on Ticket Type AND Custom Field (Including Dependent)Closed

Hi,The new section by type on tickets is good but for me just the type doesn't really help, so an example is with the type support, where that support is for tens of different products which each require different pieces of information so I need to use Type and Product to show/hide sections/fields otherwise I need types such as "Support - Product 1", "Support - Product 2", e.t.c. which as you can see will soon get messy.ThanksDan

1
9 years ago
Contributor
kjungContributor

Custom ticket statuses and dashboard reportingClosed

Can we please have a way to assign certain custom tickets statues and have them NOT count against unresolved tickets. I also do not want these to show up as on Hold, as they are not considered on hold. AC - Assign ticket to Status-DoNotCount - Go to Dashboard - Unresolved ticket is searchable by status, but removed from Dashboard count.

0
Contributor
9 years ago
Apprentice
mkApprentice

Show custom fields in ticket viewClosed

Hi, I was wondering if it would be possible to show custom fields that we've created under Customers in the ticket views (both the conversation view [ie under requester_info widget] and the full 'create a new ticket' screen). So for example; I've added a field under Customers where it can be indicated if they've received training through our support personnel.  As soon as a support agent creates a new ticket and matches a customer, the fields would be shown, because this would change the workflow needed to resolve the support request.

0
Apprentice
9 years ago
Apprentice
pat.murryApprentice

Advanced graphics abilities in Reports consoleClosed

Hello, I would like to see a couple of new report graphics available for use in the reports console. Box and whisker charts.  With larger ticket quanties, it is useful to look at more statistics focused charts Waterfall charts.  I would like to see waterfall charts as a reporting option, as they are useful for showing impacts of events over time. Funnel Charts.  

0
Apprentice
9 years ago
Apprentice
pat.murryApprentice

Lookup FieldsClosed

I would love to see the ability to create lookup fields anywhere you cna create custom fields in the admin console. Here is a perfect example, I want to create a lookup field called "Engaged Vendor" on the tickets field template that can lookup the list of vendors from the vendor module.  That way, agents responding to tickets can easily link to key details like vendor contact details.  It would allow my organization to do cross referencing on how often vendors are engaged to support our incidents and requests, as well as restrict entries in the new custom field to only valid values.

0
Apprentice
9 years ago
Apprentice
jereme.powersApprentice

Dashboard for CustomersClosed

 It would be nice to have options were customers could have a dashboard view relating to all tickets associated within their company so they could see who closes the ticket without having to ask a agent for this kind of information.

0
Apprentice
9 years ago
Contributor
kjungContributor

Remove Live Chat from DashboardClosed

Our support portal disable Chat, so I don't see a point in seeing the Live Chat on my dashboards.  Surely FreshDesk can hide the widget from the dashboard if Chat is not enabled. It's taking up space on my dashboard.

0
Contributor
9 years ago
Apprentice
lars.hemmingerApprentice

One IIS Server for SSO for multiple Domain?Closed

Hello, is it possible to use one IIS Server with one constants.asp for more then one Domain? We have Domain Trusts between all Domains, but the Login only works for the main Domain which stands in the constants.asp The IIS server and the login screen is accessible over the Internet but the login does not work for other trusted Domains. Greetings from Germany Lars

0
Apprentice
9 years ago
Contributor
pmesritzContributor

Ability to Compare Report TimeframesClosed

Using the new reporting tool is interesting, but it would be truly helpful if we could select two timeframes and compare them against each other. Right now, I have to export the data into excel for comparisons or screen shot two graphics to overlay them against each other.Is this on the roadmap?

2
9 years ago
Apprentice
m.claessensApprentice

Visual Studio / TFS integrationClosed

For software product support, integration with Visual Studio Online would be very helpful.This is similar to the integration with Atlassian JIRA.

4
9 years ago
Contributor
jijsaxtonContributor

Auto update Assigned on date when a CI is allocatedClosed

It's annoying they we have to go into Edit mode to update the 'Assigned On' date when a CI is allocated to user.  Could you either have this field in the Quick Properties editor on the right or have the date auto populate when the CI is allocated to new user. The CMDB needs more work! Very little changes this year and little flexibility!

1
Contributor
9 years ago
Show more discussion threads

Filter by product

  • All products
  • Freshservice
  • Freshservice IT Asset Management
  • FireHydrant
  • Freshdesk
  • Freshdesk Omni
  • Freshcaller
  • Freshchat
  • Freshmarketer
  • Freshsuccess
  • Freshteam
  • Freshsales
  • Freshworks Neo

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.

Terms of UseAccessibility statement