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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
marymApprentice

Two kinds of "feedback"Closed

We have been using Uservoice and are migrating to Freshdesk, because we need more robust helpdesk/knowledge base tools.  In Uservoice, there are basically two tools: helpdesk (which includes knowledge base and ticketing system) and "feedback", which in Uservoice is a tool to solicit feature suggestions, let users vote on them, track their progress, etc.  Is there such a thing in Freshdesk?  

2
10 years ago
Apprentice
venkateshprasad143Apprentice

Is there a way to include a link in popup widgetClosed

Hi guys,Is there a way to include a link in popup widget that will take to freshdesk's knowledge base i.e, basically FAQ's in freshdesk.Any help is appreciated thanks in advance

0
Apprentice
10 years ago
Apprentice
marco.franseApprentice

Reporting - filtersClosed

What we're finding is the reporting is quite limited. There seems to be a lot of tickets that give you summary and at a glance information but very little that gives you detailed information of the various tickets (logged, time to first response, resolution time, close time etc.). You need a break down by ticket as well.Further more, it appears impossible to report by 'Group' as it does not appear in the filter selection. Can this please be add because reporting in FreshService really lacks some very basic ITIL reporting requirements.

2
10 years ago
Apprentice
mlangdonApprentice

Managing Companies with Multiple LocationsClosed

Hello, Can anyone give me some ideas on how to manage companies with multiple locations in Freshdesk? We are a software company and many of our customers have one main company with multiple locations, and each one of those locations has different software and connection details that our agents need to access to assist them when they call in. Any ideas on this would be great! It was suggested we use FreshPlugs, but as we are trying to set them up, we are realizing that it is the entry of the information that has created a problem. We'd rather not manage our customers VPN and server information (as an example) for additional locations outside the system because then it defeats the purpose of having this system altogether.

4
Apprentice
10 years ago
Apprentice
raymond.larawayApprentice

Notification e-mails contain "MGM Transformer powered by Freshdesk"Closed

Is there a way to eliminate the line:MGM Transformer powered by Freshdeskfrom notification e-mails?

1
10 years ago
Apprentice
mike.careyApprentice

Outsourcing out of hours calls to a freshdesk outsource providerClosed

I am looking to outsource my out of hours contacts and would ideally like to use an outsource company who also uses freshdesk and can update my freshdesk app. Are you aware of a company that provides this service???

0
Apprentice
10 years ago
Contributor
jrodierContributor

Show all fields when creating new Problems, Changes & ReleasesClosed

Currently, when creating a new Problem, Change, or Release, the form fields are limited. Yes, you can create custom fields and this and that, but you cannot re-use fields that are already part of the particular entity. What I mean by this is that once you create a new PRB/CHN/REL, you are given new fields to fill in - For Problems, you are given the "Analysis" section with the "Root Cause," "Impact," and "Symptoms" fields available for filling in. For Changes, you are given the "Planning" section with the "Reason for Change," "Impact," "Rollout Plan," and "Backout Plan" fields. Lastly, for Releases, you are given the "Planning" section with the "Build Plan" and "Test Plan" fields. We are looking to see if we can get these sections to be a part of the initial creation of the PRB/CHN/REL. Right now, we have it set up so that whenever one of those things is created, our whole team is emailed with the context of the submission. We would like to be able to fill in these additional fields before the email is sent out to our team. This way, everyone can also be made aware of the additional information as a part of the main info without having to go to visit the actual record. We also have seen agents just create the PRB/CHN/REL from the main form, and never go back to fill in this data, so we are hoping that this will help us get these fields filled in more often than not!If you have any questions, please ask!

1
10 years ago
Apprentice
songstadwApprentice

Report to view all unresolved tickets per agentClosed

I would find it useful to see a snapshot of each agent's unresolved ticket totals.  That way I could compare at a glance their open tickets.  The current reports show how many were opened during the report period, but not how many are currently open for each user.

1
Apprentice
10 years ago
Apprentice
foxApprentice

Show Knowledge Base articles in support widget, rather than opening a new windowClosed

One of the best features of the widgets provided by competitors like UserVoice, Zendesk, and Groove is that they embed related/suggested knowledge base articles directly within the widget interface, rather than opening up the helpdesk site and article in a new window. This keeps users on your site and provides much better usability. I'd be much more inclined to adopt and recommend Freshdesk if the support widget worked like this.

1
10 years ago
Active Contributor
john.berryActive Contributor

Modify first and last names through the APIClosed

Currently, it is possible to modify first and last names independently through the Freshservice website. However, the API appears to only permit modification of a single value for the full name. It would be helpful if both first and last names could be set or modified independently through the API.Current:{ "user":{ "name":"Super Man" } }Preferred:{ "user":{ "first_name":"Super", "last_name":"Man" } }

0
Active Contributor
10 years ago
Contributor
thanos.massiasContributor

Setting Business HoursClosed

I have a few issues setting Business hours.1) I'd much rather have to deal with 24-hour settings than PM/AM.I'd also like to have both a 24:00 and a 00:00 option:"From 20:30 to the end of the day" would be 20:30 to 24:00"From beginning of day to 14:00" would be 00:00 to 14:00I believe this format is more intuitive for most people, especially if English isn't their first language.2) There are cases where you need to set more than one ranges of hours per day. Example 1: When a period traverses midnight, like when we have weekly shifts from 17:00 to 05:00 next day. For Tuesday I'd have to set 2 ranges: 00:00 to 05:00 (for the shift that started on Monday and crossed into Tuesday) and 17:00 to 24:00 (for the shift that started on Tuesday). There is no way I can set this in Freshdesk in just one Business Hours rule as it stands now. I doubt that the solution would be to create two complementary Business Hours rules as that would create a mess with, for example, SLAs.In my view, a control where you slide the mouse and can select one or more time ranges per day would be much preferable (this is the type of control that Zendesk uses in Settings > Schedule > Business hours ).Alternatively, even allowing for just 2 time ranges per day, using conventional drop-down controls, should be enough for the majority of your customers.

6
Contributor
10 years ago
Contributor
cmarriottContributor

Escalation TallyClosed

Hi There,Could I request a simple button within a call that you can click is a user is following up/chasing a call that can then be kept a tally of and reported on.Many thanks in advance

4
Contributor
10 years ago
Contributor
daniel.youngContributor

Supervisor Actions - Add "Silent Close"Closed

Hi,I would like to be able to close tickets but without any email updates to the requester/cc using a rule.ThanksDan

2
Contributor
10 years ago
Apprentice
mrgpowerApprentice

Other Ticket Service Streams Skype Messages, Google+, Instant MessengersClosed

Other Ticket Service Streams Skype messages, Google+, Instant Messengers

2
10 years ago
Contributor
alex.mcmillanContributor

Time Tracking in Seconds aswell as minutes and hours.Closed

 Our average ticket takes around 2 minutes to complete.Not being able to record time in increments of less than a minute really limits the time tracking functionality.I think it would be good if it was tracked in seconds aswell.

2
10 years ago
Apprentice
pgarrettApprentice

Display the title and ticket number of a taskClosed

Our dashboard is full of entries like:Phil Garrett changed the status of the task Task to Completed.Which is not very useful. It would be nice to see the actual title of the task instead of 'Task' and a ticket number would be helpful as well.

0
Apprentice
10 years ago
Apprentice
jarrettApprentice

Agents to receive notification when a new forum postClosed

We would like to have an agent in charge of each forum who would receive a notification any time a new post is made into a specific forum.  This will allow forum posts to be responded to much faster without the need to constantly check for new posts.

6
sajesh.krishnadas
10 years ago
Contributor
iapruzzeseContributor

Notifications based on CI'sClosed

We have a need to either create tickets or generate an email based on CI's. The scenario is...We have several mifi (cellular hotspots) that we issue to employees then they are returned to IT and reissued to others. We need to be able to either generate a ticket after a specified about of time the unit is in the field or generate an email to that effect.Currently we have a custom field in the CI called Return Date, which we populate with an expected return date of the unit. I would ideally like to automatically send an email to the user who we issued the CI to and create a ticket.Is this remotely possible?

0
Contributor
10 years ago
Contributor
jrodierContributor

Option to "Retire" agents without removing them completelyClosed

We are looking for a way to effectively "retire" agents that are no longer employed, in a way that will allow them to remain as the requester or agent on tickets that they worked on in the past, but remove them from our agent list. We have been offered the suggestion to set them to an occasional agent, but this still makes them appear as active. What I mean, in this sense, is that if they are an occasional agent, they still show up as recipients on emails/notifications that go out to all agents (such as on announcements); we would like to avoid this.If there was an agent status, for folks that are no longer employed (such as "retired" or even "archived"), that kept their names on tickets as requesters and agents, but removed them from any email lists, that would be great! Thanks!

0
Contributor
10 years ago
Contributor
jrodierContributor

Can't delete pre-populated CI typesClosed

We are really trying to make use of our CMDB, but have noticed that there are tons of pre-populated categories that we will likely never use! It would be great if we could have the option to delete these categories, as well as modify them to contain an additional field if we see fit. Please consider this FR! Let me know if you have any questions at all.THANKS!

0
Contributor
10 years ago
Contributor
jrodierContributor

CI Search is limited when attaching to an entityClosed

If you are trying to attach a CI to an incident, service request, problem, change, or release, the search functionality is rather limited. There are so many categories, and we have so many CIs - it would be nice if the search feature would look through every category instead of just the one selected. With the number of CIs we have, it gets tricky when you have to remember which category it is in in order to search for it, so a more general search would be great! I could see wanting to narrow it down by category if you weren't too sure what it was called, but in an effort to be quick, we'd like to see the search field look into every category. Please let me know if you have any questions at all about this request!

0
Contributor
10 years ago
Contributor
thanos.massiasContributor

Individual class identifiers for custom ticket fields and custom company fieldsClosed

This is a sample list element (<li></li>) created for the 'My Test' custom ticket field:<li class="text custom_text field"><label for="helpdesk_ticket_custom_field_my_test_276082">Test text</label><input id="helpdesk_ticket_custom_field_my_test_276082" class=" text" type="text" size="30" name="helpdesk_ticket[custom_field][my_test_276082]"></li>This is a sample list element created for the 'My GUID' custom company field:<li class="show-field"><p class="field-label break-word">My GUID</p><p class="field-value break-word">6d2d2107-3112-4d47-a439-1b3b8ffd6e83</p></li>Neither list element has identifiers unique to the specific custom field. For example:If I have a 'My First Test' and a 'My Second Test' custom ticket fields I cannot use jQuery to hide just 'My Second Test'.I propose that an extra argument is added to the class of the list, probably based on the ID that Freshdesk internally uses for each custom field (and definately not based on something that might change like the name of the field).In this way, instead of 'My First Test' and 'My Second Test' both having the same list class identifiers:<li class="text custom_text field">each will have distinct list class identifiers, like:<li class="text custom_text field ctfid_345678">for 'My First Test' and:<li class="text custom_text field ctfid_743743">for 'My Second Test'(ctfid = custom ticket field id)When that is in place, I can use jQuery to its full power. I can hide/show elements, read/write option values, change css or whatever. This is really useful.Tip: Since some DOM elements, like the list of custom ticket fields, may not be available upon loading but may take some more time to come into existence, one can use something like https://github.com/uzairfarooq/arrive to watch for element creation. I already tried that and it works fine. If anyone is interested, one only has to include 'arrive.min.js' in her FreshPlug code and then try something like this:-----------------------------<script type="text/javascript" > jQuery(document).arrive(".text.custom_text.field", function() { // 'this' refers to the newly created element var $newElem = jQuery(this); console.log("Element created"); // Either of the next two lines will work (to hide the element) //jQuery(".text.custom_text.field").hide(); //$newElem.hide(); // unbind all arrive events on document element which are watching for ".text.custom_text.field" selector jQuery(document).unbindArrive(".text.custom_text.field"); }); </script>-----------------------------In fact, I would also propose that arrive.js is natively supported, if individual IDs for custom fields are implemented.

0
Contributor
10 years ago
Contributor
daniel.youngContributor

Observer Actions - Add "Delete this"Closed

Hi,I would like an option "Delete this" so if the rules event is reply/note then you can delete that reply/note.A use case could be if a reply is recived that contains "Out of Office" in the subject then delete this reply so it never creates a note.ThanksDan

0
Contributor
10 years ago
Contributor
dkimmel_12932Contributor

Third Party ServicesClosed

Hello.In CI Types, I added a node under Services: Third-Party Services. I would like to use this CI type to track the third-party services that we use to underpin core business services. As such, it would be helpful to be able to define service providers as Vendors and the services themselves as products in the Product Catalogue.At the moment (from what I can tell), Vendor and Product cannot be referenced under Service, only under Hardware, Software, etc. 

1
Contributor
10 years ago
Contributor
drewContributor

Sync Customers with Google Contacts DirectoryClosed

I'd like to be able to sync my Customers list with my Google Apps Directory.  I know that you can sync a user's contacts with the Customers list, but that means I have to manually maintain a user account with an up to date record of our company's employees.  The Directory itself is automatically updated when new employees are hired or old ones leave the company.  The Directory is accessible by logging into a Google Apps account, going to Contacts, and then selecting Directory from the list on the left.  I've attached a screen shot showing the location.  

3
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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