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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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Contributor
harryContributor

Integration with Hiveage requestClosed

Hiveage is like Harvest and Freshbooks. I've tried all 3 products but I prefer Hiveage. Can Freshdesk make the two integrate?Thanks!

0
Contributor
10 years ago
Apprentice
drobinsonApprentice

Barcode Scanner in Android App?Closed

Hi! My manager has an iPhone and was showing me that the Freshservice app has a bar code scanner that links up to the CMDB. I checked out the Android app, but this feature isn't there. Any plans to implement it?Thank you!

4
10 years ago
Apprentice
asampsonApprentice

Add GeoFluent Translator to appsClosed

The google translator app does not meet our needs, GeoFluent Translator however does.  Can GeoFluent be added to the app gallery please, if not can a custom app be created for it ? Thank you.

0
Apprentice
10 years ago
Contributor
bambornContributor

Allow JIRA (etc) tickets to be linked to ProblemsClosed

I love being able to tie a bug to an incident, but sometimes a bug results in 15+ tickets. We turn these all into a single Problem record so we can track them together, and it would be really nice to be able to tie that Problem to the bug instead of 15+ tickets. I'm sure this applies to any other app that ties into the tickets.

1
10 years ago
Apprentice
randolphApprentice

Freshfone - transcribe text ala Google VoiceClosed

I am evaluating Freshfone and it looks good.  We use Google Voice and love the transcription feature.  If we were to switch to Freshfone, we would lose that functionality. The Google Voice transcriptions, while at times comically off, are close enough give you an idea of what the customer wants.  It is much faster to read than listen to voicemails.  Is that on the product roadmap?

1
10 years ago
Apprentice
natashaApprentice

Live ticket viewClosed

We would love to see how many tickets have come in for the day we are on as a live view if possible. We only have the option to view the previous days stats but would love to view the current progress of how the service desk is performing. 

0
Apprentice
10 years ago
Apprentice
natashaApprentice

Sort tickets by first response SLAClosed

Currently the only view you can have is a resolve by SLA time. We would like to be able to sort our tickets by their first response SLA so we can always meet this target with our customers requirements. Especially important for critical tickets to ensure they go to the top of the queue.

0
Apprentice
10 years ago
Contributor
pmesritzContributor

RSS Of Reporting & At a Glance informationClosed

One of the things that I started looking at was a way to dashboard into a centralized location. We have a single spot that aggregates data and details (currently Confluence by Atlassian) and one of the options is to import RSS feeds.  It would be really cool if we could pull Helpdesk at a glance data automatically via RSS or some similar methodology.

1
10 years ago
Contributor
stephen.shephardContributor

No creation notification if ticket created with status = resolvedClosed

Often, we end up doing administrative ticket creation after some ad-hoc problems are resolved for clients on-site. So the ticket creation may happen an hour or more after the ticket is resolved. These tickets are set to a status=resolved while they are being created.Current notification process is to email user saying ticket has been created, then to send another email saying the ticket has been resolved. I would like to skip the creation notification if the status starts at Resolved or Closed, and just send the resolved notification. 

0
Contributor
10 years ago
Contributor
lee.prosserContributor

Integration with YouTrackClosed

I noticed you support integration with JIRA, are there any plans to support YouTrack as it would be nice to be able to link a ticket through to a development item. Youtrack integrates with Zendesk already and it is gaining more ground with each new release (youtrack that is).I would provide more information but I would say it is pretty self explanitory.

7
10 years ago
Contributor
thanos.massiasContributor

Save Freshplug and stay in edit pageClosed

Currently, when I edit a Freshplug and hit Save I am automatically redirected back to the list of Freshplugs.This is not convenient because you are trying some change in your code, hit Save, get redirected to the list, scroll to the Freshplug, select edit, modify your code, hit Save and so on and so forth.If, besides the current 'Save and go back' there was also a 'Save and stay here' button or something similar, it would be great.

3
Contributor
10 years ago
Contributor
sarvesh.shrivastavaContributor

How to add project codeClosed

Hi, I want to add project code with project, but did not able to find such fiend..Please helpThanks Sarvesh

7
10 years ago
Apprentice
xbaqueroApprentice

Can Freshdesk/Facebook receive and reply to "Notifications"'Closed

Hello,Please let me know if we can receive, besides Facebook messages to the wall, the "Notifications" place by other users.Facebook Notifications are explained in https://www.facebook.com/help/327994277286267/Thanks and best regardsSaverio

2
10 years ago
Contributor
slavelleContributor

Mileage reporting in a ticketClosed

We use the time tracking features of FreshDesk quite extensively for tracking billable time as well as for doing payroll.  We have found that tracking time directly in the tickets we work has allowed us to find a lot of otherwise missing billable time that wasn't getting recorded.  We had this in our previous system and found so much time this way that it was a necessity in finding a new system - which led us to FreshDesk.Another feature that it would be really great to have would be mileage tracking.  We do a lot of on site work and marketing that requires a good bit of driving around town.  In order to keep up with this "after the fact", we have to have a record of every ticket we worked on our calendar so that we can get our mileage recorded, or we have to use another separate system.I tried to setup some custom ticket fields for this and it almost works, but we really need to be able to track miles for multiple agents per ticket.  For example, if we start a ticket as an IT Assessment, I (the business owner) might go out to the client to meet for their needs and have to track the miles for this, then a technician would go out to perform the initial assessment itself and track miles for it.  We need to be able to report on these for each person.I tried to create a custom field dropdown for the employee, then a number of miels, but that only allows for one employee to have miles for each ticket.  To do all of them, I'd have to have 4 pairs of fields - one pair for each person/number of miles on staff.  As the staff grows, this would get ridiculous.Any thoughts on adding such a feature that could be reported on or a way to do this with custom fields in some way?

0
Contributor
10 years ago
Contributor
brendon.mccarthyContributor

Insert Service Requests into a TicketClosed

We often have users submit Incidents instead of Service Requests. If we could insert a link to a Service Request automatically that would help. Otherwise we have to locate the service request in the portal, right click and copy link, and paste into an Incident Ticket. Very time consuming. It would work similar to Inserting Solutions.

0
Contributor
10 years ago
Contributor
slavelleContributor

Planned vs In Progress etcClosed

Why is it that there are pages of "planned" and "in progress" tickets, but when you look at the roadmap page, there are far less of each.  For example, in the planned section of the forum here, there are many pages (https://support.freshdesk.com/support/discussions/forums/6/planned), but in the roadmap, there are only 4 topics in the "planned" section (https://support.freshdesk.com/support/discussions/forums/290448)?It seems that there is often a REALLY long time between the time a suggestion is created and when it actually comes to fruition or even just falls off the map.I'm new here and watching some of these topics that are several years old and sometimes have responses from FreshDesk that it is planned and then 3 years later, nothing has happened.It would great to have some more transparency on this - to know that there is any work actually being done, to know that there ever will be, and to know that the follow up on existing items is actually happening, since it goes SO long between updates before anything happens (or the whole thing seems dropped).Sure would like to have some staff input on this.This item was one that almost made use "stay away".  I understand that there are development pipelines and timelines and dependencies and all that, but some of these items are REALLY long in the tooth.Your thoughts are appreciated.

1
10 years ago
Apprentice
esrApprentice

Browse solutions from ticket.Closed

When "Insert Solution" replying a ticket. Wish to have å browse-button in the Suggested Solutions window, making it possible to see all categories in Solutions and browsing them to find the correct one. Now we have to know exactly the word to search for or  cancel the operation and manually go too Solutions, find the item, pick out good search word and start over again.

0
Apprentice
10 years ago
Apprentice
celso.munozApprentice

Asset Management for FreshdeskClosed

Hi there,I know you have asset management for Servicedesk but that is only good for managing internal assets. I highly recommend deploying asset management within Freshdesk, catering for the management of customer assets.Thanks,Celso 

6
10 years ago
Contributor
lisandroContributor

Suggest solutions when the client writes the subject of the ticketClosed

I'm just about to use the comment widget on my website, and I've seen that the search widget is separated from the ticket form. I would like to know if there is a way to combine search input field and subject input field, so when the client starts typing the subject, related solutions would be suggested. That way, we avoid tickets created by those clients that didn't even seen the search input for solutions.Is it possible something like that?Thanks in advance. Sorry for possible grammar errors.

5
sajesh.krishnadas
10 years ago
Apprentice
kjavedApprentice

Integration between Freshservice and Youtrack.Closed

How Freshservice can Integrate with Youtrack. Please need this information.Thanks

0
Apprentice
10 years ago
Contributor
thanos.massiasContributor

Overview of To-Do, Available agents and Forum Moderation to appear on the header barClosed

It would be useful to have an overview of To-Do, Available agents and Forum Moderation appear on the header bar, in all pages. This overview should also provide links to all important information about these options ( so, clicking on '15' would take me to the Agent Availability > Ticket Assignment page ).That is a mock-up of what I am describing:

0
Contributor
10 years ago
Contributor
thanos.massiasContributor

Option to view all agents in Agent Availability Ticket AssignmentClosed

In Agent Availability > Ticket Assignment there is no option for seeing all agents but only those of each group you select.Interestingly, in Agent Availability > Live Chat the option to view all agents not only exists but is the default one and I find it very convenient.

0
Contributor
10 years ago
Apprentice
georgeApprentice

Integration with WHMCSClosed

The ability to grab contacts from WHMCS itself and also integrate WHMCS support ticketing to forward through to FreshDesk would be great! At this time only Kayako have taken the plunge and done this... your audience could suddenly grow guys! Matt and his team at WHMCS would be quite accommodating I'm sure.

8
10 years ago
Contributor
graemeContributor

Show the Company name when displaying search list of requestorsClosed

When I create a new ticket I am shown a list of matches as I type the requester name into the "Search a requester" box.It would be great if that list included the requester's company name - there are lots of John Smiths in the world and most of them work for different companies.Many of our contacts do not have e-mail addresses so I can't use that to guess the company.

3
10 years ago
Apprentice
tbrownApprentice

Ability to Email knowledgebase ArticlesClosed

Looking at the knowledgebase articles, in addition to just a Print button, I'd like the ability to have someone email the instructions to themselves or someone else (If they click the Mail icon, it defaults to their address but lets them also enter other people in the org).The use case scenario is something we handle through autoresponder today - we have a mobile app that lets you click on a special URL that auto-configures all the settings of the app.  The settings are company-wide so they don't need to be per person.  Today we use a canned response to email this link which they can open on their tablet but it would be nice to skip a step and let them trigger the email themselves from the knowledgbase article.

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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