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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
jason_13060Apprentice

Customer Satisfaction SurveyClosed

It would be nice to have the software record the link as soon as the requester clicks it, so that if they decide not to leave written feedback and click submit on the web site, their initial feedback selection is still recorded.

3
9 years ago
Contributor
adam.feldmanContributor

Including Customer Replies to Ticket Volume Trends ReportClosed

It would be helpful to have the customer replies included in the Ticket Volume Trends Report. Currently the report shows you how many new tickets are created, but this only gives you insights into part of the load and not the complete picture. By including the number of customer replies, it will give supervisors and managers the ability to better staff their operations. How do you (other users) use Freshdesk reports or exports for staffing!?

0
Contributor
9 years ago
Contributor
ivan_13609Contributor

Forums : Possibility to leave the comment when changing the status of Feature RequestClosed

Possibility to leave the comment when changing the status of Feature Request  So you are not only changing the status but adding the comment at the same time. This comment should be somewhere on top close to the status/initial idea and not on the last page of the topic. See on the attached images how this is done on UserVoice.

2
Contributor
9 years ago
Contributor
cmarriottContributor

SLA policy improvementsClosed

Hi would it be possible to add SLA rules by service item type and by category if you have added that as a dependent field please. As currently I can only create a policy against Departments, Groups, Sources and type.This way I can add an SLA in regards to a new starter set up time frame or the time for a new PC being installed along with SLA's against a certain application or server having an issue for example?Many Thanks in advance

9
9 years ago
Contributor
ivan_13609Contributor

Tickers display : My on top and other selected view belowClosed

Possibility to display open tickets assigned to me on top and other tickets from the selected view below.   The problem is that currently if you select my open tickets view you won't be able to see the queue and can easily miss any issue e.g. several tickets regarding the same urgent problem which affects many customers.

2
Contributor
9 years ago
Apprentice
maunducarlosApprentice

BPM integrationClosed

 A ticket can be raised through a bpm system. Allowing the tracking of a case progress through the BPM.

2
9 years ago
Contributor
tony_11786Contributor

Linnworks Integration?Closed

We have multiple sales channels, including several magento stores, eBay and AmazonTo manage our stock and dispatch for all these channels, we use Linnworks.Are there any plans to integrate with Linnworks or has anyone explored a custom solution to this?

1
Contributor
9 years ago
Contributor
blakeContributor

Code block formatting doesn't work in "Agent" ViewClosed

First, I do not understand the rationale behind having the way the site looks when logged in as an agent be different then as a customer... Code blocks appear no different then regular paragraph text when logged in as an agent.  To see if they worked you have to log in on a different browser as an end user to see if they took. The issue is in common.css the font family is set to Helvetica Neue for pre tags and is never overridden by any stylesheet. Here's the "computed style" from google chrome for a pre tag as an agent. border-bottom-color: rgb(0, 0, 0);border-bottom-style: none;border-bottom-width: 0px;border-image-outset: 0px;border-image-repeat: stretch;border-image-slice: 100%;border-image-source: none;border-image-width: 1;border-left-color: rgb(0, 0, 0);border-left-style: none;border-left-width: 0px;border-right-color: rgb(0, 0, 0);border-right-style: none;border-right-width: 0px;border-top-color: rgb(0, 0, 0);border-top-style: none;border-top-width: 0px;color: rgb(0, 0, 0);display: block;font-family: 'Helvetica Neue', Arial, Helvetica, sans-serif;font-size: 13px;font-style: normal;font-variant: normal;font-weight: normal;height: 32px;line-height: normal;margin-bottom: 0px;margin-left: 0px;margin-right: 0px;margin-top: 0px;outline-color: rgb(0, 0, 0);outline-style: none;outline-width: 0px;padding-bottom: 0px;padding-left: 0px;padding-right: 0px;padding-top: 0px;text-align: left;vertical-align: baseline;white-space: pre-wrap;width: 1132.6875px;word-break: normal;word-wrap: break-word;

5
9 years ago
Apprentice
santo.brulloApprentice

Have an email post as a note to an already created ticketClosed

Here's an example.  A requester sends in a service request or incident ticket.  Based on that request I send an email to a vendor requesting info and pricing on a part.  I want that info I sent to the vendor (and his reply) to post as a note to that recently created ticket. This would eliminate me having to copy and paste the thread of the email to the ticket as a note.  It seems like with email commands this would be possible if Freshservice would recognize the INC# in the body of the email say with the action: note command.  This would really be a huge time saver and keep relevant emails associated to a ticket all together with that original request.

1
9 years ago
Apprentice
jsouzaApprentice

Customer view - Tickets - Display date created and date last updated and by whomClosed

It would be extremely helpful when reviewing tickets to have the date & time of when a ticket was submitted and when the ticket was responded to by. Currently the system just shows when a ticket was "reported" or comment say in months. However having the exact day, date, and time is better for documentation purposes providing extra detail. Thank you!

0
Apprentice
9 years ago
Apprentice
john.hernaezApprentice

Addition of reports for Chats through Chat historyClosed

Currently, NO excel report can be generated for chats through chat history.  Please add this feature like with Call History reports that shows a lot of fields to determine details of a certain chat.

1
9 years ago
Apprentice
jonathan.gardnerApprentice

Portal and Forums Accessibility and Section 508 ComplianceClosed

I would like to see the ability to enable a leaner version of the portal and forums that can be made Section 508 compliant. Currently, these public-facing portions of the website are missing tags or attributes that prevent them from being made Section 508 compliant. To better serve our customers, our public-facing pages need to be Section 508 compliant, or close to it. For details on Section 508, see http://www.section508.gov/. Without the ability to implement Section 508 compliance, Freshdesk is limiting the ability to gain customers in many areas of government and healthcare.

1
9 years ago
Contributor
ivan_13609Contributor

Linking unknown phone number to the contactsClosed

It is not possible to quickly link unknown phone number to an existing contact. Would be great to do it either during the call or after the call without a need to create a ticket or manually searching for the customer under Customers tab.

1
Contributor
10 years ago
Contributor
bambornContributor

Add a Change Calendar view, and allow it to be visible in the portalClosed

Having a change calendar that shows when releases are happening in the system is a very valuable tool. This would also be a very good tool to have in the portal, so that people will know what things are coming that might impact them.Proper change management includes logging a change record for anything that impacts a major CI, especially those that require downtime. Having a way to show the system downtime schedule for a release would be awesome.

2
10 years ago
Contributor
jinlong.yeContributor

Freshservice Asset Management Bardcode IssueClosed

I'm trying to use the barcode scanner using the freshservice app but I'm getting a message saying "BarCode should contain only Alphabets and Numbers"Our existing barcode format is CAN-10000When will the barcode scanner on the app support character such as dash "-"?

1
10 years ago
Apprentice
sophieApprentice

Linking Forums to Clients/TicketsClosed

Our company has many feature requests coming in. We would like to build them all however we cannot.  The ability to be able to link feature requests to tickets or clients would help our clients track their feature requests or any requests they also are following. It would also allow for us to be able to update them all.  As the software we build is a competitive industry it requires a level of discretion for the which clients we have and what they are wanting. We can limit the forums to clients only with logins however we would like to be able to hide the clients from seeing other clients that have an interest in that topic.  This would be built by being able to assign multiple clients to a forum in the form of a private section, potentially linking to a private comment (if the forums had a private comment box, another desire of our company)

0
Apprentice
10 years ago
Apprentice
sophieApprentice

Forum Require CriteriaClosed

It would be great if we could require certain information on a forum.  For example I could have posted the above information as such, with no extra information. You would then be left with a really dodgy feature request.  We often have clients requesting features with not enough information. What I would like to be able to do is require questions to be filled in. What they want Why they want it How will it help their business Impact on their business and impact on other businesses.  The industry I work in is limited to one type of business however the above questions would help us prioritise development features dramatically. 

0
Apprentice
10 years ago
Contributor
t.murphyContributor

Markdown editor for solutions articlesClosed

I occasionally find the WYSIWYG editor has some formatting issues and would like to request the option to have a markdown editor for writing solutions articles to give me a middle ground between the WYSIWYG and full HTML editor.

8
sajesh.krishnadas
10 years ago
Apprentice
sophieApprentice

Feature requests required criteriaClosed

As a saas based product we are ever evolving. We have many feature requests which currently we put into the forums section. This is not open to the public as it doesn't have the functionality that we would like.  When a client submits a feature request we would like them to be able to do any of the following: Create their own Have a staff member create one on their behalf Link the request to multiple clients  Vote on the request but limit this to logged in users and they only get X amounts of votes  Can vote in a 3, 2, 1 fashion. They can then remove votes from one feature if they prefer a different one. Or their votes are returned once a feature has been built Features are only visible by users that are logged into FD When creating a feature request we would like the ability to request specific information from them so that we can help rate it. 

0
Apprentice
10 years ago
Contributor
withoudeContributor

Ability to edit Homepage to add extra intro text.Closed

Currently the Homepage is not editable.I would like to have the ability to add extra text. At the moment the only way to give general information is to create a sticky forum post, but this easily overlooked.Information that I am currently wanting to post is this:Support Case EtiquetteTo help us provide quality and prompt support, we ask that our clients have the following information available for the support analyst:Please check this portal to see if your problem hasn't already been solved.Please provide product/module and version of the product.Please provide login details.Ensure remote on site access is enabled for the support analyst before raising the case.Clearly defined steps to replicate the issues (with appropriate information, i.e. jobs numbers, pictures, sdf files, etc).Information regarding any recent internal or configuration changes on their site.When did the problem Occur.etc. etc.it would be nice to be able to post this on the homepage.

8
10 years ago
Contributor
adam.feldmanContributor

New Ticket Icon in Quick SearchClosed

Now, when you search for a customer in the quick search a small ticket icon appears to the right of the search result. If you click on this ticket icon, you are immediately taken to the tickets page and a filter is applied including the requesters email to show you this customer's tickets. When we answer tickets from a set view, we start by clicking on a ticket from the list, followed by a quick search to see if this is the only ticket from this customer or if there are more. With that said, if we were to click on this new ticket icon in the search it would ultimately change our current ticket view and we would need to always go back and manually select the ticket view over ana over again. Hopefully I am missing something here. I would love to hear from others and understand your ticket workflows!

0
Contributor
10 years ago
Contributor
adam.feldmanContributor

Quick Jump to Customer's Ticket FeatureClosed

I don't see how this change below can be used by agents. If an agent clicks on the ticket icon of a customer in the Search Results, their ticket view will be changed and only show this customers tickets. When, the agent finishes the tickets from this customer, they will need to manually go back to their specific Ticket Views without the requester filter that is applied. Seems like this is counter intuitive, unless I am of course missing something... Happy to understand how others are using the search? Quick jump to a contact’s tickets from search: Clicking on the ticket icon in contact search result suggestions and in the results page now lets you quickly jump to the list of tickets from that contact. 

0
Contributor
10 years ago
Contributor
d.nieuwendijkContributor

Enable Chat switch on/off as a configurable permission in rolesClosed

For self-managing teams, it would be beneficial to have the Chat's On/Off setting as a configurable permission. In other words, this way teams that may not (need to) be heavily supervised by Administrators can adjust to changing circumstances by turning the Chat on and off as needed. Also in other types of teams, it would be beneficial if supervisors could have this type of permission.

0
Contributor
10 years ago
Contributor
d.nieuwendijkContributor

Quickly show who's accepting chats and phone callsClosed

The little headphones icon in the lower left corner conveniently shows who's logged into Freshdesk. For quick coordination and self-management by teams, it would be very helpful if this overview would feature icons for those agents who have chat and/or phone enabled. For example something like this: Daniël Joe     (phone icon) Tim     (phone icon) (chat icon)

0
Contributor
10 years ago
Contributor
d.nieuwendijkContributor

Chat should go offline by group availability (multi-lingual feature)Closed

The setting "Show Chat: When agents are online and accepting chats" is great for our business, in which we don't have the resources to offer chat every day at fixed business hours. What's not great is that this doesn't work if you have several chat widgets for different languages. If I have agents in Group Dutch turning their chat availability on, the chat widget for Group German and Group English will be offered to customers, even if no-one from that group is available! Since you have a routing feature based on groups already, it should be fairly straightforward to link the "When agents are online" to the Group's availability, so that we don't have Chat offered to customers for certain languages with no one available to service the chat.

0
Contributor
10 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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