Skip to main content

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

Filter by idea status

Filter by product

8948 Ideas

Back to top of the list
Contributor
rick.murphyContributor

Estimated deliver time available in days in Service CatalogClosed

 It would be nice to set estimated delivery time in the service catalog to days instead of just hours. For example, if there is a request for a new computer purchase, it could be 5-10 days before it is shipped and we have time to set it up

2
11 years ago
Apprentice
andrewbaileyApprentice

Gamification pricing - or select/choose pricing?Closed

I'm an agent in a small company. We've got about 7 support agents working. The boss has quite rightly decided that the jump to the Estate pricing plan for gamification is too much to take. He's right. $15 per agent per month is too much for that one feature and one other - which to be honest escapes me. Ah, that's right agent collision detection.I was wondering what others thought. I think there's room for a different pricing model - we don't use may of the features that are part of the package we need. We don't have a need for tool integration, advanced reporting or multi-product support but to get gamification we need to pay for all those features.

7
11 years ago
Contributor
whirschContributor

Freshfone - Ability to call from agent to agentClosed

I like that we have the ability to transfer calls from agent to agent, but to truly break way from other services, we'd need the ability for one agent to call another (like dialing an in-house extension).Sure there are other services that we can use for this, but it seems silly to stack another service when I'd think this would be so simple.

1
11 years ago
Apprentice
frogportalApprentice

Add an option for hidden field\note in solution articleClosed

 It will be useful for adding JIRA or related ticket number, so we can integrate it to remind us to fix each solution whenever the bug is fixed.A hidden note is very helpful for other purposes, such as a work-around that should only be internal to solve the issue.

0
Apprentice
11 years ago
Apprentice
a.goldsteinApprentice

How do i measure traffic in Solutions?Closed

 I host a lot of product information in my Solutions area.  I would like to know how much it is being used by our customers.  Is there a way to measure hits to pages that I could run on a report?

1
sajesh.krishnadas
11 years ago
Contributor
mkozakContributor

Custom Fields for Departments/CompaniesClosed

I'd like to see custom fields available for Companies (we're in MSP mode).  We've got them for contacts but it would also be quite useful for Companies.Examples of use would be: Customer Shortcodes (MM for Meteor Managed, good for consolidated descriptions referenced via API). Customer ID for other Apps - Integration with other platforms - FS Customer ID 123 = RMM Customer ID xyz

0
Contributor
11 years ago
Contributor
rkramerContributor

Inventory Customer/IT CompanyClosed

I would like to see an Inventory/Assett system that will track customers equipment and warranties. This way we can also attach a machine to a ticket for tracking purposes. Then the ability to give a customer the list of equipment they have and specs. Maybe another part of this system would being able to track stock of parts and equipment. Then when we service something a peice of equipment and install a HD, we will have the serial number in the ticket.

7
11 years ago
Apprentice
francesco.campioniApprentice

Light AgentClosed

Good morning.May you deploy a light agent that is able to display a ticket, its attachments and add an internal note as Zendesk?Francesco

0
Apprentice
11 years ago
Apprentice
carmenglo2004Apprentice

Convert a PDF file that has only scanned imagesClosed

I need to convert this PDF file to Word.  The PDF contains only scanned text messages and is in Finnish language.  I need to convert it whiout loosing any word, dash, or letter.Thanks for your help.

0
Apprentice
11 years ago
Apprentice
ezysoftdevApprentice

Android App : Add URL Link FeatureClosed

Dear Freshdesk Team, Could you please consider adding a "Link" feature in the Android app just like in the Desktop version. That means, I select the anchor text in my reply. Tap the Link button. Then paste my URL. Without this we always have to paste the full URL in the reply which may look quite ugly sometimes for very long URL's.ThanksGreg

0
Apprentice
11 years ago
Apprentice
david.cathersApprentice

Box.com IntegrationClosed

We are using Box.com in our company for file storage and collaboration and it would be helpful to have Freshservice integration with Box.

5
11 years ago
Contributor
ccoleContributor

Who is reading forums and solutionsClosed

We have setup some customer specific forums where we post announcements, procedure changes, etc.I can see names of people who FOLLOW the topic, but I can't see who has READ the item.All I can see is 5 views.  I'm not sure if that means 5 different people read it?  or did 3 people read it, 2 of them read it twice?  I would like to be able to see WHICH 5 users read it.My forums are locked so people have to be logged in.  I'd like to see the same feature in the Solutions section.It would be EXTREMELY helpful to see who is reading and NOT reading the announcements, manuals, etc that are posted.Thanks,Chris

3
sajesh.krishnadas
11 years ago
Apprentice
chad.rossApprentice

Preview button for service catalogClosed

Could there be a preview button in the service catalog so that we can see what the service catalog looks like without having to access it through a requester login? The other option would be to give more of a wysiwyg layout instead of just a list of items.

0
Apprentice
11 years ago
Apprentice
chad.rossApprentice

Easier access to requestersClosed

We often need to reference requester info quickly and easy. Could requesters be at the top menu bar for one click access? It is cumbersome to keep having to go under admin. Thanks.

0
Apprentice
11 years ago
Apprentice
marc_13025Apprentice

email footerClosed

the possebility to have an global email footer that is send with every email. therefore at only 1 place we havo to edit this instead on more places, and its nicer to have the satisfaction possebility below the "with kind regards" than above it.... 

0
Apprentice
11 years ago
Apprentice
moinospApprentice

end users loginClosed

Hello Help Desk,this is a questions about the end users perspective of their open tickets and possibilities.Do end users get a free login account where to check their tickets? The organisation I work for has about 500 clients 10 support workers. End users need to check their tickets in a private area. Do we have to pay a license for 10 support workers form 510 accounts?Regards

1
11 years ago
Contributor
cmarriottContributor

Attachments follow linksClosed

Hi,Could I request that when linking an incident to a problem/change/release that if there is an attachment in the initial incident there is an option to include the attachment in the linked record please 

2
Contributor
11 years ago
Contributor
cmarriottContributor

Print view option for assetsClosed

Could I request a print friendly view for assets and their details please

1
Contributor
11 years ago
Apprentice
cakersApprentice

Sync Google ContactsClosed

It would be nice to sync Google Contacts without having to activate the contact at the same time.  I can not activate some of my contacts.  P

1
11 years ago
Contributor
jijsaxtonContributor

CMDB hover box/tooltipClosed

Just like ticketing. please create a more useful onmouseover window. Would like to see more info about the asset by just hovering over the asset display name. same when adding a CI to the ticket for a user who has multiple similar assets. This way we won't have to manually opening the asset in a new windows just to see what the device type is.

0
Contributor
11 years ago
Contributor
pmesritzContributor

Customer Satisfaction by CustomerClosed

I opened a ticket this morning asking how to run the customer satisfaction report by customer as the instructions say:The response I received was that you can't run the customer sat by customer. There's NO WAY to figure out which customers are happy and which ones aren't! That doesn't make any sense at all.  This is a definite feature need.

1
11 years ago
Apprentice
james_13045Apprentice

Freshdesk - Harvest Log Direct ExpenseClosed

HiWe charge a client for each ticket they log with us. We have three plans available - Pay As You Go - Client is charged per ticket Package 1 - Client pays a monthly fee and gets 6 inclusive tickets, then is charged PAYG Package 2 - Client pays a monthly fee and gets 10 inclusive tickets, then is charged pay as you go. I would like the following (in order of priority) - "Add Expense" option to be added to the ticket so that anyone working on the ticket can directly add the cost of the ticket to the Harvest Account. Ability to link the client's Freshdesk company to the client in Harvest, then specify an expense category so that each time a new ticket is created, it adds 1 unit of this against the client in Harvest Ability to specify a monthly number of tickets included in the Company in Freshdesk so that whoever is dealing with the ticket know how many tickets the company has used. Use the monthly number of tickets for a Company in Freshdesk to create an invoice in Harvest every month. Is this possible?Thanks James

2
11 years ago
Contributor
chrishContributor

How do I import WordPress posts or pages to Solutions?Closed

Is it possible to import WordPress post, pages or custom post types into theFreshDesk Solutions?Is there a developer page that you could point me at?Thanks

5
11 years ago
Contributor
lbarclayContributor

Mark ticket entries as irrelevant and hide those by defaultClosed

 It'd be great to have functionality to mark specific notes and/or replies as "irrelevant" and then not display those, by default, when viewing the ticket.  For example, back and forth with a customer scheduling a time to discuss the ticket I want to have in the ticket, but it's irrelevant after the call is complete.  I still want that in the ticket for historical purposes, but don't want to have that as clutter in the ticket in general.  Of course there would need to be a way to view the irrelevant entries on a ticket and there would need to be some sort of indication that the ticket contains entries marked as irrelevant.

1
11 years ago
Apprentice
paigeApprentice

Keep ticket selections when navigating among ticket pagesClosed

When I select multiple tickets to apply a Bulk Action or Merge, if I click into a ticket after making some selections, when I return to the main ticket page, I lose all my previous selections. The same happens when I navigate to different ticket pages. If I want to apply a Bulk Action or Merge to tickets that appear on two different pages, when I click to the next page, I lose all the selections I made on the previous page.

0
Apprentice
11 years ago
Show more discussion threads

Filter by product

  • All products
  • Freshservice
  • Freshservice IT Asset Management
  • FireHydrant
  • Freshdesk
  • Freshdesk Omni
  • Freshcaller
  • Freshchat
  • Freshmarketer
  • Freshsuccess
  • Freshteam
  • Freshsales
  • Freshworks Neo

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.

Terms of UseAccessibility statement