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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
andrew_11046Apprentice

Incentives for your users to use Forums?Closed

Hi there, I notice that FreshDesk provides tickets, as well as a forums. So do we! In our business we have a forum and a separate support desk. The problem we are finding though, is that 99% of users use tickets, as they often get a fast, thorough response, and 1% use forums. This means that our knowledge is not growing (with all that search engine goodness) and we keep answering similar questions over and over. So, I wonder, what do *you* freshdesk, do to incentivise people using forums not tickets? We had the idea to actually make it a separate payment plan e.g. Pro customers get support tickets, while free customers get forums only. Let me know your thoughts, 

0
Apprentice
11 years ago
Apprentice
muhammad.shakeelApprentice

Button to mark Ticket as Important or FavoriteClosed

Hi There,Can you please add a button into your dash board, using that any user could mark any tickets as important or favorite.It would be very help full for your many customers and their clients.Let me know by email if any of your team work on this request Best Regards,M. Shakeel

0
Apprentice
11 years ago
Contributor
jijsaxtonContributor

Create a copy of a CIClosed

For example laptops, we have multiple's of the same model laptop (eg. HP 640) and whenever we purchase more we have to input these asset into the CMDB one by one. It would be much easier if we can just copy the details from another CI which copies all the specs and the only thing we have to change is the unique fields such as serial number.

1
11 years ago
Contributor
bambornContributor

Eliminate email notifications to the logged in user for actions they completedClosed

Create an option in the administrative settings to prevent email notifications from going out to the logged in user if the notification trigger was caused by the logged in user.It's quite annoying to get a string up email notifications for things you have just completed yourself in the tool. Ideally there would be a way to reserve email notifications for things that someone else, or the system, triggered.

6
11 years ago
Apprentice
cmusserApprentice

Ticket Threads - sort from most recent commentClosed

I was hoping that there would be a way to display the most recent comment on a ticket at the top of an individual ticket view when a requester views one of their tickets.  It is cumbersome to scroll down a listing of comments to find out the most recent post on tickets that have a lot of back and forth between agents and multiple requesters.Thx!

1
11 years ago
Contributor
bambornContributor

Service Catalog items in Feedback WidgetClosed

 It would be great to have access to the service catalog, or at least a link to the service catalog, from the feedback widget. Even a link to open the main helpdesk would be nice.

0
Contributor
11 years ago
Contributor
bambornContributor

Ability to launch widget from a link instead of the floating buttonClosed

I would really like the ability to launch the widget from a static link on my website instead of having to use the floating button. The button gets in the way of my content no matter where I put it, and it's not as visible as it could be. If I had my preference, I would build it into my masterpage as a part of the header, similar to the "new support ticket" button on this site.

1
Contributor
11 years ago
Apprentice
a.zhernovskiyApprentice

Military timeClosed

When adding time tracking entry to ticket, value 0330 interprets like 330:00 Hrs. Would be useful to have ability to add time without separators (':' or '.'), like military time. For example:0015 -> 0 Hrs 15 Mins0330 -> 3 Hrs 30 Mins1500 -> 15 Hrs 00 Mins

0
Apprentice
11 years ago
Contributor
jgaltContributor

bulk change ticket typeClosed

I am tasked with checking tickets and making certain they have been properly "typed" as incidents or service requests. I can bulk change almost every other aspect of the ticket, but not type. 

1
11 years ago
Apprentice
jeremy_12420Apprentice

Contact Phone number on IOS appClosed

I'm actually shocked this isn't in the IOS app, but you cant see the phone number attached to a ticket on the phone!  What good is a mobile app if you can't use it to call the contact?

2
11 years ago
Contributor
jochenContributor

Google Pages / Google Plus integration in FreshdeskClosed

Hello folks,some of the social channels are already implemented, but what I am still missing is the ability to fetch the statements from the google+ pages. Are there any plans for integration or does google+ simply has no API for integration?Cheers,Jochen

3
11 years ago
Contributor
tiele.declercqContributor

Sheduler Role permissionsClosed

I need to grant our agents access to the Sheduler so they can add recurring tickets for themselves or when a collegue is replacing them during a holiday. Currently all of those agents need full access to the Admin tab.It would help to be able to set seperate permissions for Helpdesk Productivity / Sheduler

0
Contributor
11 years ago
Contributor
smindeauxContributor

Ability to add Serial Numbers via barcode or text recognitionClosed

The assets module in the iOS app is awesome! Like it so far. It would be helpful to have a Serial Number field (is there a way to create custom fields) and a way to either input the SN via a barcode or text recognition with the camera...

4
Contributor
11 years ago
Apprentice
adam.houriganApprentice

Creating forms for specific groupsClosed

 It would be very helpful to have the ability to create Forms ( service catalog items ) that email specific groups depending on the request. Example:Active Directory password reset form: Emails IT group.CRM password reset: Emails CRM support Group.I attempted to configure the dispatcher to forward the request to the group based on rules, but they dont seem to apply to Service Catalog items.

1
suvashini.balashanmugam
11 years ago
Apprentice
sean.malleanApprentice

TotangoClosed

Is there any plans to integrate Totango to pull customer health data related to chats, tickets etc. such as Zendesk has done http://www.totango.com/blog/2013/10/new-app-tutorial-totango-zendesk-application/ 

0
Apprentice
11 years ago
Contributor
rob.rwgContributor

Is Fresshdesk development dead?Closed

I am noticing there have been few feature requests, few implementations, few comments even for a number of YEARS !What is going on with Freshdesk develompent?I am quite concerned I paid $$ for a static, dead product.   (My fault, I could have easily checked the forums!)

6
11 years ago
Contributor
selleckjContributor

Show all discussions on 1 page - remove paginationClosed

Some of your forum topics are now onto 2 pages.. more than just a few.When I get notified about comments on forum topics, and click on the link, I don't like having to page through the discussions.For my customers using our forum, I don't want them to only see one page of discussions...Pagination might look OK and be useful for some parts of the system, but I don't think discussions should be paginated.eghttps://support.freshdesk.com/support/discussions/topics/4671/page/2Can we have an option to simply show all discussions on one page? or at least set it to some limit like 200 ??

1
11 years ago
Apprentice
tmisquitaApprentice

Task SchedularClosed

Can a due date feature be added to task scheduler ?

0
Apprentice
11 years ago
Contributor
vincent.castagnetContributor

Replies precise time in customer viewClosed

Hello,In the "customer" tickets view (not the back office view), the replies time and dates are not precise, it is only shown "1 month ago" for example, and not "Monday 3rd October 2014 at 12:45 PM".Is it possible to have the precise date and time displayed ?Thanks !

0
Contributor
11 years ago
Contributor
dstevenContributor

option to delete ticket when being merged into anotherClosed

Request:A configurable option, so that when a ticket is being merged, it can be deleted automatically after it has been merged.Why:People sometimes send in new ticket via email (or log a new ticket via the portal) when they really should just be replying to their existing ticket. Sometimes it's understandable because they need to forward in a separate email, and that seems to be easier for them, than copying and pasting into the existing ticket.In those situations, we merge the additional ticket into their first one. The merged ticket gets automatically closed. However, when you look at any reports of if you export ticket data, that ticket is going to count towards whatever metric you're looking at.We don't consider those merged tickets as "new" tickets. So we manually delete them after they are merged.The nice thing is that the ticket still isn't completely gone forever.HowI could see this option being on the specific merge screens or a global setting option.It could also be implemented as new "when any of these events occur" item in an observer rule.

2
Contributor
11 years ago
Apprentice
brianna.tussingApprentice

Available Agents - FreshfoneClosed

I would love to see which of my agents are available on Freshfone at any given moment, instead of how many. 

5
Apprentice
11 years ago
Contributor
laurence.hendyContributor

Workflow for Change and Ticket StatusesClosed

Can we have the option to set a flow of a status so that status can only be picked in certain sequences i.e. this is a flow that statuses can in

1
Contributor
11 years ago
Contributor
laurence.hendyContributor

Visibiliy of ChangesClosed

Currently their is no way to restrict the 'Changes' a user can see, and we would like the option to restrict Changes to be visible only to the agent its assigned too, so that the developers (agent) only see the Changes they are tasked with.

0
Contributor
11 years ago
Apprentice
matt_13053Apprentice

Simple Time ReportingClosed

All the time tracking add-ons I've seen seem to look like they only work if you're sitting at a desk doing all your work. It would be good if there was a way I could add time to tickets for work done away from the desk.For example, I come back from an ongoing job, I update the ticket, but where or how can I add the time spent on site to the ticket?

4
11 years ago
Contributor
george.olaruContributor

Multiple Products Portal URL: Allow it to be setup as subdirectoriesClosed

It would be quite useful to have the possibility to have the separate product portals as subdirectories of the main portal like help.pixelgrade.com/hive or help.pixelgrade.com/patch, and not be forced to put them on separate subdomains like hive-help.pixelgrade.com

0
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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