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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
fbnContributor

Advanced search functionClosed

It would be nice if there was an option to make some advanced searches. E.g. when I know the ticket number it would be nice to have a quick-jump to at ticket no.And just in general to make searches with AND/OR operators in the search

4
10 years ago
Contributor
doug.davenportContributor

CMDB Custom ViewsClosed

Is it possible to create a custom view in the CMDB?  I'd really like to see a column with the warranty expiration date listed for each relevant CI

2
10 years ago
Apprentice
bgabrielApprentice

Update ticket via emailClosed

It would be handy if agents could reply to tickets via email and have the update sent on to the requester.

5
10 years ago
Contributor
blakeContributor

Allow javascript to be injected into agent interfaceClosed

If you could add just a text area that would allow users to inject some javascript code into the agent interface.  I'd really like that.Basically, I want to do what greasemonkey allows... but don't want to have to configure greasemonkey on all my agents computers.I heavily customized the portal for my end users... but my agent interface is now behind the times.  In order for agents to access all the awesome features we've added we can't do so without having two browsers open and logging in as user.Simple solution:Add a way for us to inject some javascript on the agent interface.  Basically you'd just put the contents of that box before the closing </body> tag.Then, savy developers could make minor modifications such as hiding useless things from interface with simple jquery hide().  Adding a tab or two to get to the  issues we don't like in the interface we could fix You don't have to make it really complex like like the themes with ability to modify all the page layouts etc... 1 place to inject code would be sufficient.

3
10 years ago
Apprentice
lee_12108Apprentice

Automatically adding time to a ticketClosed

Howdy,We've been running with Freshservice since January this year. As we're getting more familiar with all the bells and whistles, it appears that having time automatically added to a ticket. In our case, we want 15 minutes to be added to any ticket that is closed/resolved if no time has been added. I put in a ticket with the help desk and they promptly noted it's not currently available. With that in mind, I wanted to start this thread for others to dog pile on if they would see this as a useful feature (the hope that being more voices may make it a reality).So, who's with me???Have a great day!Chris

6
10 years ago
Contributor
patricktContributor

Show details of Observer/Dispacther/Observer Rules applied on each ticketClosed

I suggest to have a details option hen viewing a ticket just to show details of the Observer/Dispacther/Observer Rules applied for each ticket.

2
10 years ago
Apprentice
duncan.dewarApprentice

Automate Forwarding Tickets to GroupClosed

We are attempting to auto forward the New Hire Service item to a mailing list (which is an agent) so  a few other people get notified about the new hires at the same time as IT. Currently Dispatcher is not emailing the custom fields from the New Hire Form. Dispatcher only giving the headlines or subjects but not the content of the ticket. I know I can set up all these people as agents and just assign the ticket or tasks but we are trying to avoid  making so many agents

0
Apprentice
10 years ago
Apprentice
robert.buljevic_13376Apprentice

Search functionality on the mobile appClosed

Hi, I see that you are finally improving the search functionality within Freshdesk. Hopefully this effort will continue. Unfortunately, the search functionality on the iPhone app is still quite useless and not productive. For ex. consider these typical scenarios when searching: 1. type the customer company name to quickly return recent tickets being worked on 2. type the agent name to find tickets where the agent has been working on recently In both scenarios above, search on the iPhone app will return a ton of old and closed tickets, which are completely irrelevant for the purpose. I know views could be used for that, but keep in mind one cannot know in advance what will be searched in a particular moment, so creating views is not acceptable. Also, I think it is not even possible to create views on the mobile app. Resolution: improve mobile search so that by default most recently modified tickets are returned.

0
Apprentice
10 years ago
Apprentice
karl.pillerApprentice

Emails sent to FreshService with address in BCC - rules don't triggerClosed

If someone put the configured FreshService email address in the BCC field only a ticket is created but none of the Dispatch'r rules work that have conditions of mail from that address. Is there a way to make to: "email address" work when the address is in the BCC field? Thanks

0
Apprentice
10 years ago
Apprentice
karl.pillerApprentice

Default statusClosed

The default incident status when a request comes in through email is: Low Is there a way to adjust the default status as a setting instead of creating rules to do it? Thanks

0
Apprentice
10 years ago
Apprentice
karl.pillerApprentice

Email Gadget - insert body of email into descriptionClosed

When you use the email gadget it inserts the requestor and the subject but does not put the email body into the description. Is there a way to make it do that? Thanks

0
Apprentice
10 years ago
Apprentice
karl.pillerApprentice

Forward email to FreshService and set AgentClosed

Trying to figure out how my support staff can forward mail from users that email them directly and set them as the agent. - Email Commands don't appear to work on new ticket email, only on notifications. - Email gadget doesn't allow you to set agent. - Dispatch'r rules using the agents from email address to set the agent doesn't seem to work, I think this is because a forwarded email uses the original sender as the requestor so it may not recognize the email address it is actually coming in from. Thanks for help

0
Apprentice
10 years ago
Contributor
wilContributor

Recently Updated Articles PageClosed

A page to show recently updated articles on the portal and within Freshdesk for customers and agents to be able to see recently updated articles.

3
10 years ago
Apprentice
drobinsonApprentice

Allow Users to Edit (certain) Solution ArticlesClosed

Hello! At present, only Agents can edit solution articles. It would be helpful if non-IT personnel could contribute to our knowledge base. There are a few ways this could be done: 1. Allow us to mark certain requesters as "Power Users" (or similar), who would have the ability to edit articles shared with them. 2. Allow something like "explicit permissions" on individual articles or on article folders (e.g., user Ann Smith is able to edit the Customer Database folder) 3. Implement a third type of Agent (full-time, occasional, and "Knowledge Manager" or similar) and allow us to customize permissions such that they can't see tickets/problems/changes/releases/cmdb, or make announcements - they can only edit solution articles. This would be very valuable not just to our organization, but to many companies across all industries. Knowledge Management is not just an IT practice - it involves company stakeholders having ownership of documenting processes, configurations, and key company knowledge. It doesn't make sense for IT to be the gatekeepers of all business knowledge just because it's stored in the ticketing system - nor does it make sense to grant access to the SKMS by non-technical staff. Thank you very much for your time and consideration!

2
10 years ago
Contributor
deborah.stricklandContributor

Visitors need easy visual method to identify new articles in KBClosed

When we add new articles to our KB there is no easy way for our visitors to know what's new since their last visit. It's not reasonable to expect them to go to each solution area and check the dates to see what's new. Other KB tools support a few solutions such as: 1. Add 'new' icon or some visual mark to new articles(FS and FD don't let me add an image to the article title) 2. Provide a module on side of page that dynamically lists new content from last X days. My workaround is to edit an article I keep at top of Recent News area which lists articles added in the last 60 days. This still requires visitors to read that article (and know it exists). How to others solve this?Can FS/ FD provide a configurable solution?

0
Contributor
10 years ago
Contributor
jijsaxtonContributor

Add a today button to Date PickerClosed

Please add a simple Today option to the Date Picker. This is especially useful for the Audit Date in CMDB.

0
Contributor
10 years ago
Contributor
bmercerContributor

Improve Agent/Group selection on ticketsClosed

Currently it is possible to select a group for a ticket, and the list of agents will filter to show only those agents in the group. If you do not select a group, you are able to select any agent from the list, however the group drop-down still shows the entire list of groups. This is a problem because it's not possible to know which groups the agent is actually a member of, and if you choose a group the agent does not belong to, the agent then disappears.If the agent is selected first and the group is not yet selected, the group list should be filtered automatically to show only the groups the agent is a member of. This will eliminate a common source of confusion and errors.In addition, it should be possible to specify that one specific group is the primary or default group for that agent. If this is done, then when the agent is selected, the default or primary group is also automatically selected, and can then be changed to one of the other groups. Finally, there should be a simple way to undo the selections, so that if you accidentally select the wrong group or the wrong agent, you can revert back to previous values.

0
Contributor
10 years ago
Contributor
guillaume.chaixContributor

Top contacts analysisClosed

Hello, Is it possible to have the same report as "Top customers analysis" but for the contacts ? Thank you regards

0
Contributor
10 years ago
Contributor
debContributor

Stop excluding special chars / punctuation in searchClosed

I stumbled on this problem after being frustrated with tagged articles not showing up in search ONLY because the tag used hyphens. Actually even w/o tags any word with hyphens in it won't get recognized. Though the given term was in the title and multiple instances in the body text, it doesn't show in Search.FD support told me this was a design decision to exclude 'special characters' from search. Wow, this was very surprising to hear. This was a bad decision IMO given the very common use of at least hyphens in product and technology names such as Wi-Fi.All product names in my company uses hyphens and that's how they're referenced in all communications yet when you search for those product names in our FD portal the results are zero.Any good search tool is very forgiving in what the user searches for. Look how good Amazon is with misspellings.

11
Contributor
10 years ago
Apprentice
rikard.blomquistApprentice

New reports - all details, no overview?Closed

Hi! It's great to see the new possibility to schedule reports to be sent out.  However I do miss the simplicity and the graphics in the old report. A one page summary with the graphics that made it both inforamtive and good looking to send to our key account customers.  The new report has all the details but you have to scroll through pages of details. I'd like to be able to chose to get a one page report or the more detailed or at least add a overview to the new report. Any thoughts on adding that? Kind regards  Rikard

1
10 years ago
Contributor
dennisContributor

Better Agent seachClosed

Love Freshdesk! :)As time goes, we still have more and more tickets.And now we have returning customers.We have to do a lot of searching thru our previous tickets ofcourse.But the search option in the ticketsystem for agents is realy poor.If you don't know the ticketnumber, you have a hell of a time finding the right ticket.Sometimes I know the persons name. So I do a search.I search for (e.g.) Richard Smith.The result is overwhelming. I see ALL Richards and ALL smiths.But there is no option to narrow it down.I want the result to be Richard AND Smith ofcourse.(we have over 10.000 tickets about now.... so we have a lot of results when searching for anything...)Searching is all about finding :)Please make the search better. Include AND, NOT for instance. THis is not that hard and makes it better instantly. 

5
10 years ago
Apprentice
raphael.pereiraApprentice

Search for tickets using custom fields in Service RequestClosed

I think search and tickets filtering could be improved to permit search tickets using  custom fields.Kind Regards,Raphael

2
10 years ago
Contributor
bradley.pallisterContributor

Filtering Search ResultsClosed

I can see that this is planned, but are there any updates on this https://support.freshdesk.com/support/discussions/topics/294500 ?We are finding that as our knowledgebase grows rapidly with solutions, is it becoming increasingly difficult to actually find what we're looking for.  It would be good to see what features are planned in this.

3
10 years ago
Contributor
mkozakContributor

API - Pagination InformationClosed

When requesting information that FreshService paginates (example: All tickets), no information is returned in the header to show how many total results or total pages of information there are.  This ultimately results in a requirement that a number of additional information is determined in consuming the API.  For example, to retrieve all paginated information, one would have to request the first page and determine if the request returned a body with 30 items.  If the body does have 30 items, modify the URI being requested and test that result.That could provide 1 of 3 results.1. An empty response, signifying that there was exactly 30 items in this view.2. A result with less than 30 items, signifying that there are no more pages to consume.3. A result with 30 items, which requires additional requests to determine if there was exactly 60 (or any multiple of 30) items that matched or if there is indeed other pages, looping through the same steps.  This could result in a number of additional and unnecessary requests to the FS API as well as the additional overhead and testing by the consumer.Inclusion of a Link header or an X-Total-Count could provide this information without changing or breaking existing functionality.Some information:https://developer.github.com/v3/#paginationhttp://www.vinaysahni.com/best-practices-for-a-pragmatic-restful-api#pagination

3
10 years ago
Apprentice
cstrehloApprentice

report breaks down when tickets are createdClosed

Looking to get more details about when a ticket is created so i can better staff busier periods of the day. I am surprised this isn't an included report or if it is i am not seeing it. Any additional info available?

0
Apprentice
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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