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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
alishaApprentice

Add reports under managersClosed

It would be handy to be able to add a list of reports under a person instead of adding the reporting manager to each person.So, when you clicked on a requester's profile, it would not only show their manager, but their reports.

0
Apprentice
10 years ago
Apprentice
mhaydenApprentice

Sort Requesters by Last NameClosed

Currently our only requester sort is by first name.  It would be nice to sort by last name or department.

0
Apprentice
10 years ago
Apprentice
mhaydenApprentice

Set Password for RequestersClosed

Not all of our users have email accounts.  We are K-12 so our students don't always have parent permission, without which we cannot create accounts for them.  But they still have a computer that needs occasional service.  The way Freshservice passwords are managed currently is all through email.  I need to be able to manually set a user's password, so that I don't have to create tickets for them.

0
Apprentice
10 years ago
Apprentice
nathan.baesApprentice

Different Ticket Templates By DepartmentClosed

We operate multiple portals for Departments (which are customers in our support model). Those customers have sometimes drastically different support requirements.  We'd prefer to allow each portal to have different Field Templates for ticket submission.  Many of the requested fields are not relevant for all customers, and we'd prefer to hide those if possible.

5
10 years ago
Apprentice
rafael.lacerdaApprentice

Ticket Statistics in a SpreadsheetClosed

Hi,At my company, we feel Freshdesk lacks ticket statistics. We realize reports and graphs would be a lot of work to implement and would take quite some time to be available.So I propose a quicker solution: To make all this data available in a spreadsheet, so we might analyze the data ourselves and give us the freedom to use our own indicators.I suggest the following fields, at least for now: Ticket ID, Ticket Dates (Created, Reopened, Closed, Solved, and any custom status), Status, Custom Fields, Ticket Requester.Thanks

10
10 years ago
Apprentice
sam.healdApprentice

Gmail Widget - Customer InteractionClosed

The gmail widget seems a great feature. However, the widget would in my opinion boost efficiency if customers could load and use the widget. In a large number of cases, businesses would know who their customers were going to be within school and office environments for example. Installing the widget within the domain and allowing customers the ability to convert emails into tickets would make creating a ticket simpler. This would prevent users having to send a further email or log into the portal portal. This could even limit the amount of training needed for end users.An added extra to this would be the widget detecting the user as a customer, thus displaying the ticket fields for customers. When an agent uses the widget, the ticket fields would change to that of agents.This missing functionality at present is a huge loss and would make a huge difference.

2
Apprentice
10 years ago
Apprentice
ssyedApprentice

Service Catalog Workflow designerClosed

Is there any plan for adding a workflow designer to support the full service catalog functionality. This would allow modelling and processing of multiple step approval and various notifications depending on decision points.

2
10 years ago
Contributor
charlie.hawardContributor

User Forum?Closed

Hi,Are there any plans to host any sort of user forum event in the UK, to give us an opportunity to hear about development plans and to give feedback as users of the system?I used to be a product manager and we did these approximately quarterly - it's a really good way to make sure your development stays in touch with the needs of the users.Thanks,Charlie

1
10 years ago
Contributor
scott.willettContributor

Import CMDBClosed

When importing a .csv file you only get to see the final results of the import for around 3 seconds and then the page redirect to the CMDB home page.There are no error messages as to why a record may fail to import to correct any mistakes in the file being imported.Would be good to correct this so you see the final results for an extended period of time, and you get verbose data on failed imports to correct issues.

3
venkat.balasubramanian
10 years ago
Contributor
info_13840Contributor

A sort option to sort by Last resonded, regardless of date created.Closed

A filter to sort by Last resonded, regardless of date created.Unless I am missing something, the last modified search takes preference over existing tickets and puts them before new tickets.When a customer responds to a ticket I want it to go to the back of the ticket queue.It seems like when they respond they jump back in where they left off. So answering newer queries get delayed.I'm not sure if I've even explained it well enough!

0
Contributor
10 years ago
Apprentice
andrew.clifforthApprentice

Email forwarding to GroupsClosed

When you forward emails, an option to be able to forward to groups would be very handy. In our business we need to alert various members about certain customer emails.

1
10 years ago
Apprentice
blubaApprentice

More calendaring optionsClosed

In various areas of Fresh Service, we have the option to add something to the Google Calendar. I recommend this is changed to read "add to calendar" and allow us to setup other calendar types (such as Outlook).

1
10 years ago
Contributor
iapruzzeseContributor

SLA reportsClosed

I would like a report of tickets that violate the SLA.This should include First Response and Resolved by.It should also show the ticket information - Ticket number - Title - Agent - etc.Each ticket should be a link so we can click through and read the ticket.

1
10 years ago
Contributor
whamptonContributor

View logged in agentsClosed

 We sometimes work from home and it would be quite helpful to have the ability to see the status of your agents. Something like the Lync Presence features showing green for logged in and active, yellow for logged in and away and greyed out for not logged in.Thanks

1
Contributor
10 years ago
Contributor
iapruzzeseContributor

Real-Time Round Robin StatusClosed

I need to be able to see in real-time who is logged into round robin for auto-assigning tickets. I also would like a way to see how long individual agents are logged in during a given date range. For example: how long has Sue bee available to take tickets from June 1 to June 16.

2
Contributor
10 years ago
Contributor
eliseContributor

Scenarios on Outbound EmailsClosed

It's been a pain to select all the settings I want on an outbound email.Would be great to have a Scenario-like UX where we set up the settings for outbound email as as a scenario and edit all the email's settings at once.It could include a "canned" email - where in the scenario the email is blank or has a canned email.

1
10 years ago
Apprentice
jakeApprentice

Improve the formatting of quoted text in emailsClosed

Freshdesk formats quotes by indenting each quote. This means that after 4 or 5 replies the emails are almost unreadable on a small screen (iPhone etc) because there is only about 1 word per line. It also looks messy having the text indented so much. It would be much nicer if FreshDesk would format the quotes with a linebreak, like how Outlook / Hotmail do it. ie. Latest reply goes here... whatever__________________________________________________________________________ From: new tester [mailto:customer@customer.com] Sent: 10 November 2012 23:58 Previous quoted reply here.. blah blah blah.. __________________________________________________________________________ From: Support Agent [mailto:supportagent@support.co.uk] Sent: 10 November 2012 23:51 Quoted reply before that here...

2
10 years ago
Apprentice
nikita.schroederApprentice

Ticket Properties for Merged TicketsClosed

It would be great to have the ticket properties updated on all merged tickets with the ticket properties that are selected on the primary ticket.This way, when I export data, I can ensure that all ticket fields are completed and I don't get a report with a bunch of blank fields.

0
Apprentice
10 years ago
Apprentice
rjiovanniApprentice

Export all setup not only tickets, clients and companiesClosed

As a consulter i start to config all setup for my client and after delivery it i want export or make a backup of everything i did for my security too, to make sure everything i did was okay and after that he change or messup ... is it possible? maybe not right now but in the future?

1
10 years ago
Contributor
lee.prosserContributor

SSO configuration per product for multi product subscriptions?Closed

I have a setup where I have the main company which then has lots of smaller support sites for each product. Now for one of them I wanted to setup SSO so users could log in on wordpress or on my support system. However the moment I enabled it the parent company support desk was using the same SSO settings. So is there a way to isolate SSO per product in the subscriptions which support it, as its a pain having to make users have 2 separate logins.

4
10 years ago
Contributor
alessio.fattoriniContributor

Please, move Enteprise report on garden profile as well!Closed

I definitely need the new ticket volume report,  but I can't upgrade to garden just for it.Could you please move it, on garden profile? Only this :-\

1
Contributor
10 years ago
Apprentice
mandy.boydApprentice

Individual Forum settingsClosed

It would be great if we can set the permission for a forum per forum, including the moderation.We have different products and so want to treat the communities differently for the different forums associated with the products.

0
Apprentice
10 years ago
Contributor
juanramon.duarteContributor

RSS / Atom feed for announcementsClosed

It would be great if you could subscribe to an RSS feed for announcements.JRD

10
10 years ago
Contributor
bart-jan.woltersContributor

Attachment status visualization in ticket listClosed

It would be great if the ticket overview could display which incoming tickets that had attachments and also which tickets where too large attachments (>15 mb) have been removed. By having the last option we could respond to our customers a lot faster to point out that we haven't received their file(s) and ask them to use a external file transfer service.See mock-up below.

0
Contributor
10 years ago
Apprentice
jreraApprentice

Dameware integrationClosed

Any plans to integrate with Dameware down the road?

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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