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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
mrgpowerApprentice

Forward EmailClosed

It would be nice to be able to forward email.Some times we have attachments that are sent to us and then we need to forward those attachments to a different company.Hope people like this idea.Thanks

3
Contributor
10 years ago
Apprentice
mhaydenApprentice

ProjectLibre IntegrationClosed

If you won't be releasing a project management module soon, having ProjectLibre integration would be great.

0
Apprentice
10 years ago
Contributor
calderon.rogelioContributor

sync attachments to JiraClosed

I need to sync ticket attachments. In freshdesk this is possible. You can choose if you want to include tickets attachments as well when syncing a Freshdesk ticket with JIRA via the Admin control panel

1
10 years ago
Contributor
cmarriottContributor

Priority MatrixClosed

Hi, I'd like to request if a Priority Matrix could be added that allows the impact and urgency of a ticket to automatically assign the priority to it as per ITIL recommendations.http://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Priorityhttp://itservicemngmt.blogspot.co.uk/2007/06/incident-priority-what-everyone-should.htmlMany thanks in advance

12
10 years ago
Contributor
jared_14403Contributor

Customizable pop-up notification when opening ticket for a specific contact or companyClosed

We have specific customers that we want our agents to be careful with, so we are looking for a way to have a pop-up notification appear whenever a ticket is opened that has these specific customers or companies as the requesters. We have added notes to the company account, but those are rarely looked at by agents when they're doing the regular resolution of their tickets (since we don't need to reference the company or contact details in any kind of depth when resolving their tickets). Is there a custom app or another proposed feature that would allow for these kinds of notifications? Thank you!

3
10 years ago
Contributor
keith_11877Contributor

Change the BCC to be notification-specific vs globalClosed

In our situation we use BCC (which feeds a group alias) so that non-agents in the company can monitor the progress of customer issues.The current BCC option means every single email goes to the BCC address. That's a fairly blunt instrument and results in a lot of "clutter" (such as group assignment emails) that don't add a lot of value. Having a notification-specific over-ride to the BCC (a checkbox) would really help to clean up the excessive 'chatter' the global BCC generates. You can leave the global option (equivalent of a select-all), but then allow the individual notifications to have that disabled. 

1
10 years ago
Apprentice
admin.andrApprentice

Supervisor rolesClosed

Hello. I need to change automatically my custom field for requests IF subject or description contains a specific word. I created the Supervisor rule (in attach) but role doesn't work. I don't want to use dispatcher roles. Is it possible? 

0
Apprentice
10 years ago
Contributor
thanos.massiasContributor

A way to add [#zzzzzz] in the subject of New Ticket / New EmailClosed

When the agent compiles a New Ticket / New Email, the ticket ID is not yet known so they cannot enter something like Case [#{{ticket.id}}] - blah blah as its Subject. Therefore, in case the requester replies in a way that their email does not include  In-Reply-To or References headers ( as per https://support.freshdesk.com/support/solutions/articles/218456-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading- ) we don't have a ticket ID in the requester's reply for proper threading. I would like an option to instruct Freshdesk to prepend that [#{{ticket.id}}] in the Subject typed by the agent.

0
Contributor
10 years ago
Apprentice
trey_14218Apprentice

Add IP Range "name" to Freshservice ProbeClosed

It would be helpful to add a name field to ip ranges to properly designate what those ranges represent. Currently it shows: From, To, & Total Scanned only. 

0
Apprentice
10 years ago
Contributor
lee.prosserContributor

Improved forum functionalityClosed

Having started using the forum more recently I am noticing that it is quite simplistic with very little management and/or searching/filtering tools.Are there any plans to improve the forum functionality in these areas? here are some example scenarios which I will expect to see frequently but currently have no simple way to manage, and in some cases no way at all to manage.Scenario: User searching for everything above N votes which is not implementedAs a forum user and forum moderatorI want a way to filter the forum results based on varying criteriaSo that I can find the most relevant topicsGiven there are 100 topicsAnd 5 of those topics have votes of 25 and are not implementedAnd 10 of those topics have votes of 25 and are implementedWhen I go to browse the feature forumThen I should see an option to filter on not implementedAnd I should be able to sort by votes asc or descThis scenario would then allow me and users to see what are the outstanding features which have been requested and are upvoted by users.Scenario: Admin wanting to merge topicsAs a forum moderatorI want a way to merge 2 topics together which are discussing same topicSo that there are not 2 identical ideas being discussedGiven there are 2 topics with the same topicAnd I am logged in as an admin/agentWhen I go to browse the first topicThen I should see an option to merge topicThis scenario would then allow duplicate topic posts to be merged, be it either allowing the comments to be carried over and the original ticket content either manually updated by the moderator when merging or just keeping the destination merge topic content and just carrying over comments. Either way you then have 1 single feature with all user comments and votes tracked rather than multiple spread out ones.Scenario: Admin wanting to split a topicAs a forum moderatorI want a way to split a single topic into 2 separate topicsSo that each feature is discussed within its own topicGiven there is a single topicAnd I am logged in as an admin/agentWhen I go to browse the topicThen I should see an option to split topicAnd should be able to select what text to move into the new topicAnd should be able to select what comments to move into the new topicThis scenario would address instances such as this, where rather than make 3 separate tickets for each of my proposed requirements I have just thrown them all into one big topic. So when a user votes you are not sure which of the 3 topics they are voting on and the comments and focus of the topic gets blurred. So being able to split a topic's content into new topics which are more concise would allow the moderator to not only automate the moving of the content of the topic but also the comments which pertain to the new topic.Scenario: User/Admin wanting to link to another topicAs a userI want a way to link to an existing topicSo that the link automatically has context on the ticket being linkedGiven there is a topicWhen I make a new topicAnd I add a link to an existing topic within the forumThen the system should realise that this is an internal linkAnd display the tickets name And on mouse over a small summary of the ticket contents and vote countAnd on click should take the user to the ticket as per normal linksThis scenario is helpful for when you are wanting to do a system announcement notifying users that you have implemented features they have requested, or have fixed bugs that have been reported. As currently you put a link in and manually name it, which means you ideally need to copy and paste the topics name. It would be good if you could just have a new option as well as adding url link to add topic link directly where you can search on title or on topic id if you were to display that somewhere, then just embed it. The end result for this feature would ideally look like how stackoverflow links other questions so its easier for people to link to the related posts and easier for the poster to create the link. Makes it feel more like an eco-system rather than a group of tickets.This is enough for now, I have lots more which I would like to see as to be honest the forum's functionality is pretty lacking currently, it does the bare minimum and not much else. Granted I am sure most peoples focus is on the ticketing aspect and agent management however as my projects are focused around being community driven most of my work is done in the forums and not the management interface.Let me know if you want to hear more or clarify on any of the points raised, I wont even charge you a Business Analyst fee :)

6
10 years ago
Contributor
rodolphe.malagutiContributor

Observer rules - problem placeholders based on custom fieldsClosed

Hello, It would be nice if we could use placeholders based on problem custom fields in Observers rules. For now we only have placeholders based on solution. Best regards, Rodolphe

0
Contributor
10 years ago
Contributor
trace.symondsContributor

Updated WYSIWYG Editor for Forum PostsClosed

I would greatly appreciate it if you could add the same WYSIWYG editor to the Forums part of Freshdesk.  I need to format some forum posts and can't do it using the current editor.  

1
10 years ago
Contributor
cmarriottContributor

Service Request Due DatesClosed

When setting up items in the service catalogue can the time we are able to enter as the estimated delivery be the driver for the requests due date? as currently the due date is driven by the priority and there is no way of setting up the individual elements of the service catalogue against it's own set of SLA's Many Thanks

2
10 years ago
Apprentice
alexandre_12085Apprentice

SLA by Service Catalog ItemClosed

Hi,We need to set SLA for each item from Service Catalog. Because for a password reset can be a fast SLA, but for others we will need more time. So SLA by Service Catalog Item it is very important.

1
10 years ago
Contributor
jijsaxtonContributor

View history of CMDB items for RequestorClosed

Currently you can view the history/activity of an CMDB item, would it be possible to add a feature to view the history of assigned CMDB items for a requester? 

0
Contributor
10 years ago
Contributor
stephen.shephardContributor

Simple Billing ReportClosed

It would be helpful to have a combination of the timesheet report and a normal ticket filter to help with MSP invoicing or general distributed cost allocation within a company.  Specifically it would be helpful to have a report that showed time logged for a client within the prior month, consisting of time entry records grouped by ticket number/subject, and show when the last time was logged against the ticket.  This is different than existing reports in that a simple ticket export doesn't give you visibility into the latest date of the time entry records, and the existing timesheet report does not group hours by ticket.  For instance, a report with the following characteristics would be helpful: Columns: Ticket Number Ticket Subject Hours recorded against ticket within time period (e.g. prior month) Last date/time hours were recorded on ticket (max executed date) Ticket status Requester Agent Company/Customer/Client Filter: By company All tickets (INC & SR) with time entry records with "Executed On" dates within specified range.  Today I can do this in excel by exporting a timesheet report filtered by company and date range, creating a pivot table from this to group by ticket number/subject, summing hours and summarizing executed date by the max value, then using vlookup function against an export of a ticket report to find corresponding ticket status.  This yields something like the following (comma delimited): Ticket Number, Subject, Sum of Hours, Hours as Of, Ticket Status at EOM 5102, Horrible Printer Problem, 100, 9/20/2016, Closed 5105, random laptop reboots, 1, 9/21/2016, Closed 5106, rewire building, 5, 9/29/2016, Open Total hours for Month Ending 9/30/2016: 106

1
Contributor
10 years ago
Contributor
cmarriottContributor

Version number and release notesClosed

Hi,I wondered if it would be possible to have visibility of the software version number currently in use within the software so I can identify when a release has happened and then release notes to back up the changes between versions.It would be a good reference point like for example the agent collision fix could easily have been identified. 

2
Contributor
10 years ago
Contributor
rkeyserContributor

Time Stamp on Chat TicketsClosed

It would be really helpful to have a time stamp of the chat transcript.  The meaning of the interaction can change if the customer or representative is unresponsive for 20 minutes. Thanks!

1
Contributor
10 years ago
Apprentice
colin.aitkenApprentice

Increased flexibility in SLA policiesClosed

 Currently Freshdesk only allows the following certain 'out of the box' fields like Group, Product, Company and Product. We require SLA policies driven by custom fields for example our Category field which we have created ourselves.

6
10 years ago
Contributor
guillaume.chaixContributor

First call / First formClosed

Hello everyone, Our agents open tickets without link with a soft phone, so they have to write all information, and it's a little bit long and unproductive ... It will be great to access to scenarios and other canned response at the opening of the first form. Is it possible to consider a feature request ? Thanks a lot. Regards.

6
Contributor
10 years ago
Contributor
jacob_14607Contributor

Changing Portal Design in Blossom planClosed

Hey There,  Wanted to recommend being able to change the Portal design in the blossom plan because my customers find it useless and don't want to use my portal.  I hope others don't have this problem

1
10 years ago
Contributor
c.a.d.brughContributor

More requestor info in ticket view pageClosed

Now the requestor info is limit to name, title, email, location and work phone. It would be more convient to have a full overview of the requestor information because if you need additonal information about the requestor you have to go to the user page of the requestor. I thought of two things:1. add a checkbox "add to ticket view page" in the requestor fields template so you can choose which information is shown in a ticketor2. have a button "show more" under the default information and when clicked it shows the the other information as well.

2
10 years ago
Apprentice
keith_13049Apprentice

Mobile app (iOS) sign outClosed

At some point recently the mobile app on iOS started me out automatically, and there's no obvious way to disable this or tell it to leave me signed in indefinitely the way it did before. Is there an option to enable this? Alternative: please integrate with 1password or the key storage on iOS to make signing in easier. I use random passwords created by my password manager so I have to jump around in a couple of different apps every time i need to sign in and its getting a little hold.

5
10 years ago
Active Contributor
labattActive Contributor

SalesForce: Look up on additional fieldsClosed

Right now you look up company based on exact account name in SalesForce, and the user by the contact e-mail in SalesForce (having to match the e-mail in FreshDesk). I'd like the ability to be able to specify different email and text fields to match inside SalesForce. Some of the companies we work with have multiple names or people have multiple e-mails. We track these in secondary fields. It would be wonderful to be able to do the Freshdesk<>SalesForce lookup against these fields.

0
Active Contributor
10 years ago
Contributor
bharrisContributor

Default ticket orderingClosed

I'm really not a fan of the default ticket ordering in Freshdesk and was surprised to learn that it can't be modified. The default ordering gives precedence to the most recent New ticket, then the most recently responded to ticket, etc. I don't understand why the most recent activity is always given precedence over the most aged activity. I usually want to work on the oldest tickets first and it makes no sense to me, the way tickets are currently ordered. That's not to say that the ordering I want is necessarily what others may want, but it would be nice to be able to customise it.

6
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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