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
lbarclayContributor

Keyboard Shortcut of ] to Expand Notes Should Also CollapseClosed

The keyboard shortcut of ] to expand the notes is very helpful, but it would also be helpful is pressing it again would collapse the notes.  Or a separate keyboard shortcut if necessary, but using the same key to toggle expand and collapse would be ideal.

0
Contributor
11 years ago
Contributor
harryContributor

Sign up widgetClosed

Like how you have the feedback widget so people can raise tickets through another website, perhaps the same to get people to sign up?

0
Contributor
11 years ago
Contributor
bambornContributor

Add filter option for integrations, such as "has linked JIRA ticket"Closed

 When one of the integrations is active, the only way to know that a ticket has a linked item is to be viewing that ticket, and remember to go look at the bottom right. It would be VERY helpful to have some kind of simple filter to be able to find all the issues with linked integrations.For example, I would like a list of all my tickets that have a linked Jira item. Yes, we can try to get everyone to always use a tag or something for this, but it's subject to user error and forgetting, and isn't a good solution for reporting on status and progress.

2
11 years ago
Apprentice
ahewsonApprentice

Clearer Distinction of ticket source in open ticketsClosed

When looking at the list of tickets on the right there's icons which denote what the ticket source is (email, twitter, etc)  it's just ridiculously subtle - could really do with it being clearer, e.g. just the proper twitter or Facebook icons here would make it much better.

1
11 years ago
Apprentice
alexruff42Apprentice

Can a new forum topic be created without our customers needing to create an account or log in?Closed

Many of our customers create a new support ticket instead of a new forum topic when they have technical questions. We would prefer that they start a new forum topic so our answers are posted online and we do not have to keep repeating them. However many of our customers use the support ticket channel instead of the forum because they can do so without creating an account or logging in.Is there any way to switch our forum so our customers do not need an account or to be logged in to start or reply to a forum topic? Or could this feature be added to the forum software in the future?

0
Apprentice
11 years ago
Apprentice
alvaro.linaresApprentice

Import Canned Reponse from .CSVClosed

Hi Everyone,My old ticket system have a 150 Canned Response. I need migrate that to the FreshService System.How I can do that?From API???In the Future feature???Thank a lot.Alvaro Linares

0
Apprentice
11 years ago
Apprentice
mkoosApprentice

Customization for All !Closed

I believe that there should be advanced Portal Customization options for all , I understand that you may not allow this for free users (fair enough ) but once you start paying believe you should have the option there to customize all features of your portal  by using a Fresh theme or making your own ! or give us a few theme options to choose from if we cant use a Fresh Theme 

0
Apprentice
11 years ago
Apprentice
santo.brulloApprentice

Creating a New Change While in the ReleaseClosed

It would be great to be able to initiate a new Change while in a Release and have it link to it.

0
Apprentice
11 years ago
Contributor
jzachariasContributor

Profile picture with SSOClosed

 Is there a possibility to pass additional information about customers who log in through Simple SSO? Right now, I believe you can only pass the email address and full name. Any chance we could also set the profile picture?ThanksJosef

1
11 years ago
Apprentice
alan.huntApprentice

Agents - export to excelClosed

An export of agent details to CSV or excel would be useful. 

1
11 years ago
Apprentice
bposnerApprentice

CMDB Config ExpirationClosed

When an asset is going to expire (configurable as 30/60/90 days out) it should create a ticket as the client and notify a pre-defined group (ie: sales).

7
11 years ago
Apprentice
mkoosApprentice

Reminder to Customer to Reply / Mention AgentClosed

A way for the system to send a reply to customer if they haven't replied after a certain amount of time e.g 24 hours or 72 , Also the ability to mention an another agent via the "@" symbol to allow them for a comment but not necessarily watch the ticket .!

1
11 years ago
Contributor
support_12792Contributor

Custom Due TimesClosed

When filtering tickets, I can filter on due dates, but I only got 4 alternatives. What if I want all tickets that are due within 5 days?Any way to do that?

0
Contributor
11 years ago
Apprentice
nathan.andersonApprentice

Child Items - Tickets, Problems, and ChangesClosed

Can you add the ability to create a parent-child relationships between tickets, problems, and changes.  For example, we capture the concept of a parent change - a parent change is made up of a number of child changes.

13
11 years ago
Apprentice
tim_12945Apprentice

Work around to 5 responses in a replyClosed

Hi Freshdesk Community,I'm on a trial with Freshdesk and mostly loving it. The only short coming is Freshdesk's inability to include more than 5 responses in a reply. For example, if I have a 10 response email chain, it will only show the most recent 5 responses to the customer when I reply (in the "history" section at the bottom of the email).Does anyone have any really smart workarounds to ensure the customer sees every single response in each reply? Any tips and tricks would be appreciated! Thanks,Tim @ Branch Metrics

0
Apprentice
11 years ago
Apprentice
nickelsenApprentice

Mentis integrationClosed

Hello Freshdesk Team,I was wondering if it would be possible to integrate Mantis (http://www.mantisbt.org) to Freshdesk? Our developer team uses Mantis' tickets and it would be very helpful to connect both platforms. Thank youNicole

2
11 years ago
Contributor
msContributor

Merge ticket window: info on status on related ticketsClosed

When merging tickets, it is sometimes confusing when the user has send multiple replies in the last week. It would be nice if we could also see the status of a ticket so it will be easier to know which one to select.I do see that status in the left column, but not in the right column. Usually you (or at least we) want to merge a newer ticket into an older one, so we would like to see on the right column which ticket is still open so we can add the additional info into the older one.

0
Contributor
11 years ago
Apprentice
sayedApprentice

how to export freshdesk to fresh serviceClosed

I am using freshdesk for two weeks now. I really like it. I needed Assets Management and found that you have freshservice which combines both solutions. I needed to export the tickets from freshdesk to freshservice   There was no obvious way to this task.  You can export to XML, but you can't import.

1
11 years ago
Apprentice
pratik.varianceApprentice

Integrate your helpdesk with vTiger CRMClosed

 Hi All Freshdesk user and admin thanks for the freshdesk features.i completely done integration freshdesk with sugarcrm now i want to integrate with the VTIGER CRM. can anyone suggest me how to do this. any help will be appricated. thankspratik

4
11 years ago
Apprentice
blubaApprentice

Ability to run a scenario automation via a ruleClosed

I would like the ability to create rules to run my different scenario automations.

0
Apprentice
11 years ago
Apprentice
ljosephApprentice

Export 'Solutions' Posted in Fresh ServiceClosed

Hi there,Currently we have the option of exporting 'tickets', 'problems', 'changes', 'CMDB'. Can this feature be extended to 'Solutions' as well. We have posted a lot of solutions in Fresh Service and it will be easier if we export or a similar feature rather than saving the solutions individually as PDF's. Have a great day!!Thank you,Lijeen Joseph

2
Apprentice
11 years ago
Contributor
paultContributor

Don't send me a notification email if I'm in the recipient list for emails received in to freshdeskClosed

Given we're all trying to reduce the amount of email we get by using systems like freshdesk to manage customer interactions. Can you please fix it so that any agents that are in the recipients list of any emails that are received by freshdesk, do not receive the freshdesk notification email for that ticket.Currently  I get 2 emails for every ticket and update to a ticket that a customer sends to me and to our support email. A lot of our customers do this as well. They might CC in support or email support and CC me in as well. Seems like a logical thing to not send me a notification email that an update has been added if I am a recipient of the original email.RegardsPaul

0
Contributor
11 years ago
Apprentice
hugosaraivaApprentice

Assets on the free accountClosed

 Hi,I need help to undrestand waht is the 100 assets in the free account.the assets that you tell is the helpdesk request by the user that have TI problems?And this assets is 100 for ever or for month?Thank you.Best regards,Hugo Saraiva

0
Apprentice
11 years ago
Contributor
kearneyContributor

Default Search Results should be by date createdClosed

When we search using the upper right hand corner search field, the results that drop down are not in any sort of order that makes sense to our team. If it's searching by 'relevance' that doesn't really help us if there's 15 tickets with a specific keyword.But, if it auto sorted those drop down results by the following it would make finding the appropriate ticket in the drop down SO MUCH EASIER:- 'Date Created' (first)- Then 'Relevance' (second)Maybe, you allow users to choose how they prefer to see their drop down search results by what's most important to them. Because, sometimes last modified would be a nice way to search as well.I spent 3 minutes looking for a ticket that was created two days ago...it should have taken 10 seconds.We'd love some assistance with this.Thanks.

0
Contributor
11 years ago
Contributor
elizabeth.toyContributor

Google Analytics IntegrationClosed

Can the Google Analytics integration be added for Freshservice portals that are not MSP?

0
Contributor
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