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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
terry_13309Apprentice

Ability to edit Forum posts before they are appovedClosed

I would like to be able to edit a Forum post before approving it.We also need the ability to search the Forum.Need to to have the ability to see posts that are un-read and posts that have been read need to change color or be shaded. We would also like to be able to add a signature to the profile. 

0
Apprentice
11 years ago
Contributor
adam.lefeuvreContributor

Clone Service Catalogue itemsClosed

It would be handy to be able to clone catalogue items.Currently if you create one item which has a drop down field with say (for example) 20 values in it and then you want to create another catalogue item with the same field, you have to re-enter all 20 values.Having a "clone item" option would help with building up and managing catalogue items

3
Contributor
11 years ago
Contributor
grairanContributor

KB User RightsClosed

I'd like to allow some agents to see the private solutions articles but not edit them. Other agents should have access. Feature request, please!

0
Contributor
11 years ago
Apprentice
bjornApprentice

Dynamic Placeholder for Agent SignatureClosed

It would be helpful if there was a dynamic placeholder for the signature specified by each agent. Something like:{{ticket.agent.signature}} This would allow you to choose the location in the reply template where you would like the signature to appear.

0
Apprentice
11 years ago
Apprentice
jasongApprentice

Encryption of attachments to a ticketClosed

We are currently working on evaluating new helpdesk software to implement into our organization and while Freshdesk seems the most feature complete we are running into issues regarding how the data security is handled. Mainly that while all data stored in the database is encrypted the attachments to tickets apparently have no encryption in place. So theoretically are accessible to anyone with back-end access to the servers as well as freely accessible if the servers were ever compromised. Obviously this raises a few security concerns for us as anything unencrypted in the cloud does raise a bit question mark regarding the security of that data.I discussed it with a few of the Freshdesk team and have been told that there are some plans to encrypt everything stored on the servers but was hoping to get some more details regarding this, as well as a date of when this will be implemented.Also (and arguably more interesting) how other Freshdesk users get around this security concern? 

1
11 years ago
Apprentice
pwalshApprentice

Date picker custom fieldClosed

 Hi, we realize that Freshdesk doesn't have any "Date" custom field.It would be great if you can implement that.Usually, customers doesn't fill properly date fields, unless they are forced to select a specific value within a calendar style frame.Regards

3
11 years ago
Apprentice
kateApprentice

Text Formatting in ChatsClosed

It would be super helpful if you could do numbered list or bullet points in chats.When walking a customer through a list of steps it's much easier to read when they are listed as such.

0
Apprentice
11 years ago
Apprentice
tom_12019Apprentice

Fresh desk with WHMCSClosed

I know there is already an integration but this isn't good enough. I am looking for something where you can create tickets from within WHMCS and also view them from within WHMCS. You would't even need to go to fresh desk.com unless your an agent. It  would be fully integrated with WHMCS just like kayak and zendesk and others have done. I know this can be done. I just don't have the skills or time to do this at the moment. Is anyone able to do this or maybe even the fresh desk developers?Thanks in advance.

1
11 years ago
Contributor
marc.turnerContributor

Ticket to forumClosed

When creating a forum item (like an idea) you have the option to "link to ticket" this is misleading as you are not linking to an existing ticket, you must CREATE a ticket.A common scenario would be a support ticket that comes in that should be converted to a forum post (like a new feature request) that could have public opinion. It would be great to have the ability to create a forum post from a ticket or when creating a forum post, be able to link to an existing ticket as we assumed it could.Thanks,

9
sajesh.krishnadas
11 years ago
Contributor
suresh.sambandamContributor

Ability for an agent to move a ticket into a "Feature Request" forumClosed

See my ticket on this topichttps://support.freshdesk.com/support/tickets/75685

7
sajesh.krishnadas
11 years ago
Apprentice
info_10350Apprentice

kbase email convert to support ticketsClosed

Can we please have the feature where we can convert the kbase email into support tickets and feature requestsRegardsGregsmqueue

1
sajesh.krishnadas
11 years ago
Contributor
adam.lefeuvreContributor

Actions based on form valuesClosed

Currently fields only collect data, that’s it – cannot act of the selection/content in the form itself or via any of the automation featuresYes, sub-tasks are great, but you can’t carry over any content from the parent task, not from custom fields anyway.Being able to act upon fields within a catalogue form would give a great opportunity for better workflows and automated processes.

4
Contributor
11 years ago
Contributor
adam.lefeuvreContributor

Reference fields for formsClosed

Being able to reference a list of data would make sense. For example I have a list of locations, but have to manually enter these in a drop down box as options every single time I have an item that requires such a field. Have an option in the admin area to create data lists and then reference that in the form builder would be simple to implement and make a world of difference. Also, being able to add fields that reference existing data - for a new starter training process it would be good to be able to select the new starter by having a "training candidate" field which referenced the list of requestors. 

0
Contributor
11 years ago
Contributor
nderoseContributor

Ability to change ticket submission date.Closed

It would be extremely useful to be able to change the submission date on a ticket.There are instances where you help a user with an issue and don't get a chance to enter it into the ticketing system until a day or two later, but still want to track it accurately.Thanks!

0
Contributor
11 years ago
Apprentice
laurence.hendy_13466Apprentice

Sort changesClosed

Can we have the option to sort changes and tickets i.e. by priority, description, number etc to make it easier to view them in the order an agent requires

0
Apprentice
11 years ago
Apprentice
jmassarelloApprentice

Improvement to or Customizable Customer SatisfactionClosed

We would like to use the customer satisfaction feature of the product.  However, no offense meant, we turned it off because it is so childish looking.  In it's current state, it is not something we want customers to see because it is so unprofessional looking.  Either a change to the format, especially the icons would be very welcomed.  Perhaps simple thumbs up/down, and no thumbs icons.  Or check mark, warning, red x.  Anything other than what it is now.   We also believe the size of the icons and the lack of being able to change the size of the text adds to the overall childish look.In the future, being able to add custom icons and/or the ability to customize the entire message would be preferred.  Thanks!

0
Apprentice
11 years ago
Apprentice
carlosislas198115Apprentice

YoClosed

Todos juntos

0
Apprentice
11 years ago
Apprentice
pgarrettApprentice

Need some consistency with the use of 'pending' and 'on hold'.Closed

Tickets set to 'pending' are called 'on hold' on the dashboard. Can we pick one so their is consistency between the dashboard and ticket staruses? 

1
11 years ago
Contributor
crystalContributor

Modify Ticket Title For CustomersClosed

This applies to YOUR support forums. When a ticket title is CHAT or OFFLINE message, there's no way to know what the topic is about without going into ticket.  I have often needed to continue a ticket because the issue is not resolved, in many cases its on a closed ticket.

0
Contributor
11 years ago
Apprentice
breddellApprentice

How to remove Timesheet updates from DashboardClosed

We are trying to eliminate some of the noise and clutter from our FreshService service desk dashboard.  How can we keep ticket timesheet updates from appearing on the dashboard?  This information is not relevant for other technicians and just fills up valuable dashboard space.

0
Apprentice
11 years ago
Apprentice
mailorder.managerApprentice

Comparing agents over time periodsClosed

Hi,I would like to see a more intuitive way to compare agents performance over time periods. For example, when I do a quarterly review with my agents, I would like to be able to track the changes in their performance using the metrics that are already in Freshdesk, without having to run 3 reports and save the PDF files.

0
Apprentice
11 years ago
Contributor
bambornContributor

Ability to add system requester fields to service catalog itemsClosed

I would really like to be able to add existing fields like Location, Department, etc to service catalog items instead of having to recreate them in custom list fields.An example of how we use this is to manage New Hires. I would like to have the person filling out the request complete the location from the existing list, so that when updates are made they reflect in any catalog items with that field.

1
11 years ago
Contributor
jholenContributor

Copying customization from one portal to anotherClosed

If you have more than one portal for different products but you want to copy the branding, is there an easy way to do it all at once without resetting everything?

0
Contributor
11 years ago
Contributor
whamptonContributor

Physical Audit Check button on iOS AppClosed

 HiWe do a physical audit annually to make sure all the equipment is where it supposed to be. This usually involves walking around with a clipboard and then checking equipment off the list.I really like the barcode scanning feature on the iOS app but it would be really helpful if there was a check button called something like 'Physical Audit' or 'Last Checked' etc that can check once you have scanned the CI barcode. Then on the back end this date info will be held against the CI just as the 'Last Audit' info is.I think this would be really useful.Thanks

0
Contributor
11 years ago
Contributor
cmarriottContributor

Change an incident into a catalogue itemClosed

It would be really beneficial if the feature was added to allow an incident to be changed into a catalogue item. An Instance of this would be when a user emails the servicedesk directly for a desk move for example which will then raise an incident ticket. It would be great to be able to change the incident to a service request via the catalogue selection screen. As a work around a new service request can be raised to meet what has been asked an then the tickets merged but it would be great to make that process more fluid :)

11
Contributor
11 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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