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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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8948 Ideas

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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
Apprentice
david_10227Apprentice

Using Freshdesk widget in Gmail to add email to existing support ticketClosed

People often reply to a Helpdesk support email (1) using another email address to the one captured for the ticket, or (2) to another of the corporate email addresses (e.g. as I have to set up a Google Calendar event outside of Freshdesk, anyone who replies to an invitation will send an email to joe@bloggs.co.za (my Calendar email address) rather than support@bloggs.co.za). In the case of (2), no ticket is created because the email wasn't sent to the support email address. Currently the Freshdesk widget in Google Apps Mail shows recent tickets. It would be great if an opened email in Gmail could just be "added to" one of those support tickets directly in the widget. The current workaround is to create a whole new ticket/contact then merge them etc. which is quite a hassle when the email content might just be a simple "yes" or "thanks".

3
10 years ago
Apprentice
nate.deweeseApprentice

Creating Ticket "Templates" or Adding "Resolution" status to TasksClosed

Our company has multiple "scenarios" which have multiple steps that require completion to successfully resolve the ticket.  Creating a scenario is a great function that does enable us to link additional and specific tasks that are required for completion of certain tickets/scenarios.  I.E. a ticket for a New IT Account request or Employee Termination will have multiple steps involved to ensure the process is completed successfully.  The issue we have this Scenarios is that you can only add a "Task" as apposed to a "Child Ticket".  The issue with this is that we use the Arcade function along with Resolved tickets as an "at a glance" work performance metric. With "Tasks" our analysts are essentially not getting any credit for completing 10 tasks that are involved in the completion of a ticket.  So in short,  1) Is there a way that creating a "Scenario" or Ticket Template that has additional child tickets could be an added function?  2.) Is there a way to add "Resolved" as a status function for a "Task" so that agents can get visual and identifiable credit for said task?  3.) Under the "Arcade" section, could more fields be added? Such as points for Task completion.

0
Apprentice
10 years ago
Contributor
thanos.massiasContributor

For deleted tickets, allow to mark ticket as spam without having to restore it firstClosed

For deleted tickets ( those in Trash ) I'd like to be able to mark a ticket as spam without having to restore ( undelete ) it first. I would like to have this option on the individual ticket page. The way we are working is this: agents are instructed to just delete tickets that don't belong in the helpdesk. From time to time, a supervisor looks through the Trash folder and decides which of the deleted tickets should be marked as Spam ( and also makes sure that no "real" ticket was deleted by mistake ). Being able to move a ticket from Trash to Spam in one step, is very convenient.  

4
10 years ago
Apprentice
kspiersApprentice

Update ticket with email commands without public note/contacting customerClosed

I'm having some fun with the API and the email commands, we've set the system to notify us when a ticket has been created or assigned but when replying to this notification email with say @Simonsays "priority":"low" @Simonsays It updates the ticket but then leaves an empty public note which doesn't look that great. We also don't want this going to the customer. It would be ideal if one of our agents can reply, via email, to a ticket notification and have it update the ticket and that be the end of it - no forwarding the rest of the email to the customer, no empty public notes.

3
10 years ago
Apprentice
dsalazarApprentice

Conversation Place holderClosed

Hi! It would we perfect! to have all conversations (agent and client side) place holder, in order to when a ticket is totally resolved send all the conversation to the client. Look at the next zendesk format please (I have attached a picture for best looking of format) Hello, We'd love to hear what you think of our customer service. Please take a moment to answer one simple question by clicking either link below: How would you rate the support you received?Good, I'm satisfied Bad, I'm unsatisfied Here's a reminder of what your ticket was about: Alex DeLacerda (No-IP) Jun 20, 1:03 PM PDT Hello, Thank you for contacting No-IP support. My name is Alex and I will be glad to assist you. Please, apply the discount code 15IPLTC at the payment page to get 15% off. Regards,Alex DeLacerdaNo-IP Support Daniel Jun 20, 9:45 AM PDT Hi.I would like to buy enhanced for 1 year, do you have any discounts?Thanks!

1
10 years ago
Contributor
rehab.zakyContributor

Problems NotificationClosed

Adding a notification once the problem created could be an important feature as there's a need to notify specific teams with the problem then they can notify clients or other affected teams. Now we've only "Observer" rules for Problem but no "Dispatchr" rules.

0
Contributor
10 years ago
Contributor
thanos.massiasContributor

Threading by subject ( to avoid multiple new tickets )Closed

Proper email threading is well described in https://www.jwz.org/doc/threading.html and relies heavily on the In-Reply-To and the References headers of an email and, if all else fails ( and this is extremely IMPORTANT ), on the Subject of the email - a technique called threading by subject. "Threading" means that when Freshdesk receives a new email it has to decide if it belongs to an existing ticket ( in which case it add the email to the thread of that ticket ) or not ( in which case it generates a new ticket ). We have a good number of customers that use exotic mail systems. These systems send replies that don't provide proper In-Reply-To and References headers ( if they provide them at all ). We also have customers that compose new emails and just use the Subject of our reply as the Subject of their response email in the belief that this is enough. Judging from the fact, that other Freshdesk users also mention such cases, I believe that my problems are not unheard of but just more prevalent. We have past experience with systems that used threading by subject and could handle these emails. My understanding from testing competitive products, is that a number of other helpdesk platforms, also implement decent threading by subject. In most cases, the threading by subject implementation in helpdesk platforms relies on searching the Subject of the incoming email for a string that can be matched to a ticket number.  For example, it can be configured to look for the first occurrence of  SometextSomenumber and use Somenumber as the ticket number. Example Subject of a customer reply, with COMPX used as Sometext:    Subject: Re: [ Case: COMPX674591 ] My gizmo is not working. A threading by subject system that works as described above, will conclude that 674591 is the ticket number and, if a more reliable match cannot be made on the basis of In-Reply-To and References headers, will add the email to the thread of that ticket. My understanding is that Freshdesk does not implement threading by subject ( but I would be very happy to be proven wrong ). I REALLY want Freshdesk to implement threading by subject ( and give the admin the option to enable or disable this feature and select the Sometext value they want ). If you are a fellow Freshdesk user that has faced problems with multiple tickets been created when customers with problematic email systems reply, please support this feature request.

2
Contributor
10 years ago
Apprentice
support_14315Apprentice

FD vs FSClosed

What are the differences between Freshdesk and  Freshservice? I am a MSP and Breakfix service IT company and was wondering which one would be better and what the difference are.?

2
10 years ago
Apprentice
adam_13646Apprentice

Filter all forums by provided tags "Planned" not taken" etcClosed

I have a rather large forum and I want to be able to look at all categories but showing only the Planned items. Is there a way that I can do this already? I tried searching and finding it but was unable.

1
10 years ago
Apprentice
alishaApprentice

Send an email when a task is assigned to an agentClosed

I'd like an email notification to be generated when a task is created. It's nice that an email goes out when a task is due, but I'd like an email notification when a task is assigned to an agent, much like a ticket.

1
10 years ago
Apprentice
thomas.otteApprentice

#Slack IntegrationClosed

Our team is starting to get heavy with Slack and I see integration with other helpdesk systems, can we get integration rolling for FreshService? Thanks!

19
10 years ago
Contributor
dan.popeContributor

Road Map and EnhancmentsClosed

Am I on my own in thinking that progression has slowed with Fresh Service there seems to be a lot of requests for features that you would expect as basic fundamentals in an ITIL based service desk that are missing? I haven't seen any announcements about anything since last November and could really do with a public road map with planned enhancements. The market is growing for SaaS based Service Desk and as much as I like Fresh Service I really need to see some real progression around SC items and workflow as currently this area is seriously lacking. When we first took the product on we were impressed with the rate of progression but I am seriously considering moving away, any one else feel the same?

9
10 years ago
Contributor
carltContributor

Better Development Process and More Transparency Of TimelineClosed

I like many in this feature request forum are frustrated to see ideas with strong support sit un implemented for many years. And then also some features that are implemented feel half baked and incomplete. eg. Slack integration I don't know what your current internal resourcing and development process is and how it works but as an outsider it feels like it needs to be better. Having dedicated teams to specific features so that development can be continuous and the product keeps getting better and better as feedback comes in and not have one feature take all the developers away from other features getting worked on. Maybe you already do this but it doesn't feel like it. Also I'd like you to re-look at transparency and seek your customers feedback more in your plans for the development. A previous company I used to use software from would provide us a whole document outlining the scope of the feature they planned to implement and got customer feedback on it before they even started development to ensure they got the right use cases and features needed for the initial launch. This was great. They then updated us with delays and problems every single month once development started so we knew a feature was being worked on even if late and understood why it was taking longer than expected. I often see features being released that I cant' even find in the feature request forum, or have very little votes while other highly commented and voted for ones ones sit lacking. This is probably my biggest feature request :)

1
10 years ago
Apprentice
dhoffmanApprentice

Ability to do Contract ReportsClosed

 Hi, I think it would be beneficial to have reports on Contracts. Right now we can only set up reports for Tickets, Changes, and Assets. Thank you for your time.

0
Apprentice
10 years ago
Contributor
sbeesonContributor

Remove minimum characters from Requester autocomplete triggerClosed

When adding a requester to a new ticket I think it should start autocompleting after the 1st character is typed.

0
Contributor
10 years ago
Contributor
sbeesonContributor

Ticket Type IconsClosed

It would be really nice if tickets in the list had an icon per type so at a glance I could tell if something was a Hardware Fix, Software Fix, Project Task, etc. I was going to do a mock up but your UX team is pretty awesome so I don't think it's necessary. :)

0
Contributor
10 years ago
Contributor
sbeesonContributor

Don't force description to be required for new ticketsClosed

Often when I create a new ticket it is a simple task that I just need to track time on.  For instance, "Research missing CON segment".  I end up just copying and pasting the subject into the description.  It would be nice if this field was not required.

1
Contributor
10 years ago
Contributor
dkimmel_12932Contributor

Change tickets - exclude approval mechanism from Change Type=StandardClosed

By definition, Standard changes don't require approval. Therefore, it should not be possible to add approvers to a ticket where the Change Type is Standard.

0
Contributor
10 years ago
Contributor
dkimmel_12932Contributor

Add announcement by emailClosed

I'd like to be able to send email to the system whereby (a port of) the Subject would be the Title of the announcement and the Body would be the Description. You could select the Visibility by including a tag in the email Subject. For example: Subject: @Agents "Service Provider X - Notification of Intermittent Service" I'm not sure how to control the scheduling feature, but I imagine that this could be done after the fact using the web interface.

1
Contributor
10 years ago
Contributor
sbeesonContributor

Delete default fields in Contact FieldsClosed

I would like to be able to remove some of the default fields like Twitter. 

1
10 years ago
Contributor
jrodierContributor

Email & Portal Format Issues for AnnouncementsClosed

Since the ability to filter announcements by department and send email notifications has come about, we use the announcements all the time! We love that we have the ability to do this now, and it helps us get out communication for releases and outages very quickly - so thank you for that! Just a small request on the portal and email notification side of things -  While I can probably resolve the portal side of things with some tweaking to the code, the email notification that goes out for the announcement has a formatting issue; it looks nothing like the announcement we created - There are 1 or 2 extra spaces in between lines, which is unwanted and unnecessary.  Please see an example of what I am talking about in the screenshot attached. Thanks!

2
10 years ago
Apprentice
mike_10132Apprentice

Scheduled ReportsClosed

Ok so once you've got a really granular reporting system in place and can export sexy looking (branded) graph & table based reports to PDF (which I'm sure will be ready by tomorrow right ;-), we need to look at Scheduled reports.You've probably seen my request for client admins (something Webhelpdesk does really well), but if this is not going to happen how about simply  allowing us to setup scheduled reports. These reports are configured, scheduled, run and export to PDF, and finally are emailed to the recipient of choice

6
aravind.sundararajan
10 years ago
Contributor
eric.sabeanContributor

Making common service items a 'sticky' on the main portalClosed

I have a suggestion:  It would be very useful if we were able to sticky the most common service items on the main portal page, thus removing the need for the requester to navigate to the page they're looking for.  I know it already suggests the most popular, but that doesn't work all of the time. 

0
Contributor
10 years ago
Contributor
dave_12427Contributor

Requester Group Conditional: 'From:' email logicClosed

When managing users in multiple domains, it would be helpful for more conditional extensibility of the requesters group logic, e.g. "from @foo.co => rg1 | from @bar.co => rg2". Sadly, there were only two lonely antecedents listed when exploring. Difficulty to implement should be trace, if even present.

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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