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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
mariusApprentice

Poll: Ability to "Lock" contact company associationsClosed

 Hi, We have a multi-portal implementation of Freshservice, where companies are linked to respective portals. Contacts in Freshervice can be created manually or by the system when tickets are requested by them. A contact is associated to one or more companies, either through manually editing the contact record, or by the system, whenever that contact requests a ticket through a company-associated portal or Email address. In our implementation of the solution, this can lead to a contact being associated with more companies than we would like. This is especialløy problematic when the user is flagged as "Company head" or is set to see all tickets associated with their companies. I would like other forum members to evaluate the usefulness of a "lock" for this field. So that the company associations for any given contact can be frozen by toggling the lock ON.  The locked or frozen company field would be read-only and companies would not be auto-added by the system when tickets are logged through company-specific portals or email addresses. The feature could look like this:

1
sajesh.krishnadas
10 years ago
Contributor
johannes.riebleContributor

Hide merged tickets from Recent Tickets ViewClosed

We need to merge tickets a lot since our customers tend to write us more then once with the same request.  This becomes a problem when looking at the Recent Tickets: We always need to see the full conversation with a customer.  However, tickets that have been merged into another ticket will still appear as separate entries in the Recent Tickets App, making it necessary to open them one by one only to find out that they have been merged already previously. Merged tickets should be hidden in the Recent Tickets view to avoid confusions and be able to work more efficiently.

0
Contributor
10 years ago
Contributor
craig_14155Contributor

Stack Overflow Monitoring & ManagementClosed

In addition to our support platform (not on Freshdesk yet but migrating soon) we have to monitor Stack Overflow as well. It would be really cool if you could create an add-on that monitored Stack Overflow (by tag - #pubnub in our case) and have tickets created that could be used to manage those posts on SO. It doesn't need to actually allow bi-direction editing (but that would be super cool) rather a simple way to manage the status of the posts in SO as "working", "pending", "resolved or closed", or "ignore".  There is a product called Mention that does a really nice job of monitoring and managing all sorts of forums, SO included, in this fashion.  I think this would be the killer add-on for Freshdesk providing a huge advantage over the competitors.

0
Contributor
10 years ago
Contributor
alessio.fattoriniContributor

New Dashboard Estate Only?Closed

That's a pity! :-(

2
Contributor
10 years ago
Contributor
jmarchContributor

Please include Dispatch'r actions in Activity LogClosed

I'm looking at a ticket and I don't know why it was assigned to the group that it was. It would be useful if the Activity Log (perhaps only in a Detail view) would show which rule was applied and what the actions were that were taken as a result.

7
10 years ago
Apprentice
jcampbellApprentice

Add Location Field to Requester Ticket Screen, Add Location to Agent Ticket ScreenClosed

I've spent over an hour entering and confirming 31 offices, or "Locations" under Admin > Locations. Now, I'm ready to add those locations as an option to Agents or Requesters.  I've searched up and down the Freshservice KB site, YouTube, Googled my ass off, and no where can I locate any instructions on integrating a field type into tickets that allow the Requester or Agent to specify which in which location the incident is occurring. Either way would be acceptable at this point, but finding this simple piece of information has become impossible. I can't imagine this topic has not been covered, but I can't find it. All I want is to add a field that pulls in a drop-down menu that pulls in the 31 different offices we have, but those instructions are nowhere to be found. Please enlighten me on how to configure this simple, commonly found feature of any major service desk, because it surely hasn't been made available on the Freshservice KB.

1
Apprentice
10 years ago
Contributor
thanos.massiasContributor

More "events are performed by" options in Observer rulesClosed

We frequently create forwards inside the tickets, addressed to partner companies or other 3rd parties and wait for their reply in order to solve the ticket. When we send those forwards we also set the ticket in a custom pending status. I am trying to create a rule that reopens a ticket when it is in that status and a 3rd party replies but I am missing the options to properly do it. I would like to have the option to filter events generated by 3rd parties, as per the bellow image: In fact, I believe that5 filters in total ( the 3 existing plus 2 new ) are needed: - Anyone - Requester - CCs ( all carbon copy recipients of the original requester email ) - Agent - 3rd Parties ( new - all others, meaning anyone that is not the Requester, one of the CC recipients, or one of the Agents )

1
Contributor
10 years ago
Contributor
megan.robesonContributor

Clone Canned ResponsesClosed

Need the ability to clone canned responses when creating new ones. Our responses have images in them that I have to link to in each new response (since I can't just copy/paste).

0
Contributor
10 years ago
Contributor
cbarinaContributor

Convert forum post to solutionClosed

Sometimes community forum posts are pretty good in terms of explanations or solutions. Is there a way or plan to allow forum posts to be converted to solutions?

1
sajesh.krishnadas
10 years ago
Apprentice
kguertinApprentice

Ability to choose the language on the login pageClosed

Currently, the login page only appears in the portal's default language. There is no way for a user to choose a language so they can read the login page. The only workarounds are to add the Google Translate widget or to create multiple products for each language. The widget does a poor job of translating and does not translate everything, including the 2 most important fields: email address and password (as shown below), and so it does not look very professional. Creating multiple products for each language also over-complicates things when you only have one product.Freshdesk already has the proper translations and providing the ability to select a language on the login page would address this usability problem.

6
sajesh.krishnadas
10 years ago
Contributor
phil.johnsonContributor

Solution TranslationsClosed

Freshdesk currently offers a nice solution for internationalizing the system emails sent by the help portal: within the email notifications setup there are tabs for each language that has been enabled in the help portal.Is there any plan to enable this type of feature for solutions, as well? It would be an incredible benefit to be able to provide translated versions of our solutions based on the user's language selection with a similar tab-based tool.Currently, short of publishing all languages in the same place, I think it is necessary to either try to split up languages as different products, or perform some very elaborate portal customization to make certain solutions turn on and off based on language. Having a tab-based translation capability on the "base" solution would eliminate all that and make it much easier to add languages as needed.Thanks

18
sajesh.krishnadas
10 years ago
Apprentice
office_14557Apprentice

Customer User NamesClosed

I'm new to Freshdesk so my apologies if I have overlooked this item, but the creation of forum usernames would be amazing.  I like having my clients' full names on their account, but if they ask questions on the forum then everyone sees their full name.  I little more privacy would be appreciated. :)

0
Apprentice
10 years ago
Contributor
bambornContributor

Change title of service catalog request so they don't all look the sameClosed

One of the things I am noticing is that when I get a lot of the same kind of service catalog requests, they all look identical in the list. The description that appears is also the same for every one. I can go in and manually change the title on every one, but it might be nice to have something a little more automatic that the user would completeFor example: Leave the Subject and Description fields on the catalog items and let the user fill that out like normal. Either append the Subject to the catalog item in the title, or have the service catalog item show some other way on the list.It would be nice in general to have another field for the catalog item instead of just the title. I'd love to be able to filter for all the items for a specific catalog item, for example.

22
10 years ago
Contributor
bambornContributor

Ability to count tickets in custom status as "On Hold" on DashboardClosed

 We use several custom statuses to separate things that are pending waiting for user response, on hold for a specific amount of time, or pending a third party. It would be very nice if we had the ability to "map" these values to one of the system categories of Open, On Hold, Resolve or Closed. Right now, we may have 50+ tickets pending a change request, but the Dashboard will only show 2 On Hold (in the default Pending status). The reason we separate those is to allow automation rules to function differently. On Pending, the ticket will eventually close if we don't hear back from the user, but we do not want to close anything in Pending Change or On Hold. Another use case for this would be to separate Closed statues in line with ITIL resolved categories, such as Fixed, Not Fixed, Closed with Workaround. Right now we can't really use those, as the system does not recognize them as closed.

0
Contributor
10 years ago
Apprentice
oliver_14249Apprentice

Freshservice: Embedding the help desk in our siteClosed

Hi all I have a few questions about FreshService. What tariff do we need to be one to embed the helpdesk in our website? When it comes to the actual embedding, is that done via an iframe? We have a Wordpress based site so it would be good if the Freshdesk Official plugin took the strain. Olly

1
10 years ago
Apprentice
cwperezApprentice

Report, Analytics and RolesClosed

I need the following reports: Service Request, Incident, and Problem reports First call Resolution RCA Analytics of data Understand what assets are getting the most service request, incidents, and problems Roles: I need to be able to assign custom roles to each agent profile.  For example, SD Agent does not have access to the service catalog without making them part of the admin group. This is just an example. The application should be able to allow anyone to give different roles without being an admin

0
Apprentice
10 years ago
Apprentice
carl.allenApprentice

Forward an email to an existing ticketClosed

Hi Folks, Occasionally we need a customer to forward an email to an existing open ticket on our help desk. Can someone explain how to do this. I have read that the customer can include  [#ticketnumber] in the subject line of the email they are forwarding and this should then ensure that the forwarded email gets attached to the open ticket with the same number.Currently our customers are simply forwarding email to our helpdek email address which then generates a new ticket regardless if there is an open ticket already created for this particular issue. We then have to start merging all the new ticket numbers generated. There is one for each forwarded email. This becomes a mess very quickly.Any help is greatly appreciated

3
10 years ago
Contributor
fs-productContributor

Feedback on upcoming Freshservice + Slack IntegrationClosed

To better support IT agent productivity & improve service levels for requestors, we are working on a Slack-Freshservice integration. Here are some of the scenarios we're considering:- Allowing incident creation on Freshservice, from Slack : Requestors/Agents can create a ticket from a slack channel.- Allow agents to receive notifications on Ticket Assignment/ updates/ upcoming SLAs etc (based on existing automation rules) on a Slack channel. - Agents can push an announcement created on Freshservice to users, on a Slack channel. - Send notifications to a Slack channel when a change/problem/release request is created.We'd love your thoughts/feedback - specifically on whether the above functionality would be valuable to you. Also open to suggestions on any other use-cases you'd like us to consider.(PS - Thanks Alan Burman for all your inputs! )- Freshservice Product Team

21
10 years ago
Contributor
sbeesonContributor

Discussions/Questions forum?Closed

I would like something besides "Feature Requests" and "Report Problems".  Often I just have a question that can be easily answered by staff or other community members.  These topics do not fit in either of the categories above.

1
Contributor
10 years ago
Contributor
daniel.youngContributor

Add CC to rulesClosed

Hi, I would like the property and action of CC. Use Case: I have the standard CC templates on but when a customer emails my helpdesk and cc's others with autoresponders on we get multiple tickets created and when the customer replies the people cc'ed also get a few emails from my helpdesk so I would like to turn off the main cc template and control it with rules so I can exclude sending a cc message for certain email addresses. Thanks Dan 

3
Contributor
10 years ago
Contributor
thanos.massiasContributor

Freshdesk Android app should be compatible with split-screen modeClosed

The Freshdesk Android app should be compatible with the split-screen mode ( https://developer.android.com/preview/features/multi-window.html ). This feature is highly desired by our agents because they frequently need to access another app and copy various pieces of info from it in order to provide feedback to a customer. Having both in side-by-side windows would be a tremendous improvement.

1
10 years ago
Apprentice
saleemApprentice

"Billable" not checked by default, support this:Closed

Hello everybody,I suggest to make "Billable" in timer not checked by default, do you support this to make it as change in all freshdesk account.

3
10 years ago
Contributor
adam_12921Contributor

Insert Attachment Alongside Solution ArticleClosed

When a customer sends an inbound email enquiring on a new account, ideally we would just insert our "New Account" solution article content into the e-mail, with the PDF attachment (New Account Form) from the solution article. However, when we do this, it does not copy the attachment over to the ticket. This means we have to go to "Attach a File" and then navigate locally on our own server to find the PDF - which is not a great workflow. Can I suggest the feasibility of copying over to the ticket any attachments from the solution article when inserting as a reply?

1
Contributor
10 years ago
Apprentice
pgilbertsonApprentice

Add more than one CI to a ticketClosed

I would like the ability to add more than one CI to a ticket. For example, a scheduled monthly server maintenance ticket that I created to perform audits pertains to several servers. The tasks are the same, so the ability to add more than one of my Server CI's to the ticket would make total sense. If that is something can already be done, then I apologize and would love it if someone could explain how it is done.

1
govind.sudarsan
10 years ago
Apprentice
piloukApprentice

Exportation CSV should have the column of ID of freshdesk SystemClosed

Having the column could help us on our side to cache all id. When you search become slow or down our team could just open an url with the specified cached id which would not break our worktime. Please give the possibility to add this column to the CSV

1
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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