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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
ahewsonApprentice

Distinguish types of Facebook ticketsClosed

Want to know whether the ticket created is a private message, wall post or comment...

1
11 years ago
Apprentice
ahewsonApprentice

After "send and set to..." option to go straight to next ticket?Closed

If you've got a big queue and are bashing through them, when you reply with "Send and set to resolved" or whatever you nearly always want to go straight to the next ticket (rather than back to the whole ticket list view).  Can that be an option (of config)?

0
Apprentice
11 years ago
Contributor
david.zarnitzkyContributor

Display full TAG name on Tag Admin screenClosed

OK. This one is silly.In the tag admin screen, where you have a list of all your tags. Any tag that is greater than 10 characters only shows the first 10 characters and then you get a ...So if you have a tag "Some tag name", it would show in the list as "Some tag n..." -- silly. There's no reason for this -- or at least not at such a small limit.Please fix this.Silly.

0
Contributor
11 years ago
Apprentice
brandon.hallApprentice

Allow a dashboard view with tickets I've commented onClosed

 In the dashboard I would like to be able to see all the tickets I've commented on without having to take ownership of them.

1
11 years ago
Apprentice
mbkApprentice

CABClosed

Is it possible to change or add a feature to the CAB feature so chat e.g. a change only needs aproval from one CAB member, currently if you add multiple CAB approvers, all need to approve before the change is approved. We have customers where multiple persons can approve a change. Maybe the CAB needs a definition of how many need to approve.

0
Apprentice
11 years ago
Apprentice
tom.reeveApprentice

Automation rules linked to ticket and journal.Closed

Would be great to view what automation has been applied at a glance in the ticket journal, but more importantly, when an automatic email is sent to requester, it should be sent as a notification from the incident in question, so their response is added to the ticket. At present a response to any automated email notification creates a new incident. User Case: A user reports that their computer has a problem, an automation rule notices it's been submitted using a particular category and fires off an email, this email should be journaled and responses to this email should be tracked in the ticket. 

0
Apprentice
11 years ago
Contributor
elizabeth.toyContributor

Using Twitter Feed WidgetClosed

I'd like to add a widget with our Twitter feed to the main page of our portal. When I use the HTML generated from Twitter's widget customizer, it does not work. Please allow for this to be added to a page's HTML code.

0
Contributor
11 years ago
Contributor
jgaltContributor

backup the Solutions KBClosed

It would be great to have an agent side export feature for KB articles... export to PDF or something like that so that they can be backed up and retain images and formatting. 

1
sajesh.krishnadas
11 years ago
Apprentice
nathan.baesApprentice

Mailchimp IntegrationClosed

Freshdesk has Mailchimp integration, but Freshservice does not.  Do you have plans to add Mailchimp?

0
Apprentice
11 years ago
Apprentice
douglas.andersonApprentice

Alerts for escalated ticketsClosed

Sometimes I'll want to see personally that an escalated ticket has been addressed, and it would be nice to be able to turn on alerts for any future activity even if it's not in my group.

2
Apprentice
11 years ago
Contributor
vu.kimsonContributor

Filter CASE by tagsClosed

Hi,I want to filter ticket by Tags like Status combine with Requester. I already contact Freshdesk and they said it is impossible. Please! Do it as urgent because it help us a lot.Anyone like this ideas with me?Mr. Kim Son

1
11 years ago
Apprentice
barton.myersApprentice

My Forum Post SectionClosed

This is for the Freshdesk Forum site. It would be nice to have a button/search for "My Forum Posts". This would be very useful especially in situations of the Feature Request Forum. I could see what requests I have made and what people think of them without having to dig through the forum to find it.

0
Apprentice
11 years ago
Apprentice
drobinsonApprentice

"Open Problem/Change/Release" viewsClosed

 Hello! First off, Freshservice is great. Our IT department loves it and we're trying to improve our usage and create new processes around FS.I was wondering whether it would be possible to add a new view on Problems, Changes, and Releases. Or more generally, it would be nice to be able to customize views like we can do with Ticket views.Our Service Desk Manager wants to be able to see all of the open Problems, all open Changes, and all open Releases. However, there is currently no view for any of these categories called (for instance) "Open Problems". The closest we can do so far is to open the "All Problems" view and sort by Status.Would it be possible to implement a new view for each of these areas, or to allow Agents to customize views for Problems, Changes, and Releases? Thank you for your time and consideration!

3
11 years ago
Contributor
dstevenContributor

Filter Problems, Changes, and ReleasesClosed

We should be able to Filter Problems, Changes, and Releases in the same way we can filter Tickets.There should be a side panel with the ability to filter on the various fields available.

4
11 years ago
Contributor
cmarriottContributor

Service Request information visibilityClosed

Hi There,Could I request that when either using a scenario to convert a service request to an incident or when merging a service request with an incident that the important information contained in the service request eg if a file restore then the file location, restore place and date required are also carried over as currently only the description makes an appearance.The reason I'm requesting this is that we would like to have an initial change request form as part of our service catalogue (as any system related changes we make should be driven by the business) , and as there is no way of linking a SR directly to a change currently this work around or the ability to link from the request would be much appreciated for our workflow.Please let me know if you need  clearer description :)

0
Contributor
11 years ago
Contributor
geoffContributor

Ability to request user to provide more information during the moderation processClosed

When a topic has been entered and is waiting for moderation approval.We would like an additional option when moderating to allow us to reply to the person creating the topic requesting for the topic to be altered/provide more information, before it will be approved in the moderation process.Once this has been done by the user, the topic will then be resubmitted and need to go back through the moderation approval process.So as well as the spam, delete and approved button in the moderation screen, you have a '?' (or similar button) which sends off a canned response (emails), for example, "before your topic is to be approved for publishing you need to provide more information" etc. to the user who created the topic.ORA button which allows you to respond manually, sending/emailing the user a message.

0
Contributor
11 years ago
Apprentice
bsmithApprentice

Business Hours - option to have common/shared holiday calendarsClosed

Setting up holidays across multiple business hours options can be difficult when they all share a common calendar.  It would be nice if you could setup calendars just like setting up business hours...and then combine the two under a business hours rule. Basically, subscribe to a common calendar.This allows you to quickly and easily update the calendar across multiple business hours rules, ensuring consistency and a reduction in possible errors.

0
Apprentice
11 years ago
Apprentice
bsmithApprentice

Business Hours - option to Clone existingClosed

Just like other rules, it would be nice if you could clone a business hours option.

0
Apprentice
11 years ago
Apprentice
tonyjApprentice

Filter search term in new ticket auto-suggest and in solutionsClosed

The new ticket form (and the search form in solutions) is including words such as "I", "and","the","is" as search terms. This leads to results that are not at all relevant.Allow us to specify a list of words that will not be used as search terms.

0
Apprentice
11 years ago
Apprentice
l.flowersApprentice

FreshDesk for Change ManagementClosed

Is anyone using FreshDesk for Change Management?If so, can you let me know what you like about it as well as anything you do not like or wish you could add?Thank you,Larry

1
11 years ago
Apprentice
m.murphyApprentice

Ability to set times agents can log in.Closed

Not so important for full-time agents, but if a user has many occasional agents, a user logging in on their days off just to check something uses up a day pass. Could we have the ability to only allow agents to only log in at certain dates and times? For example 1 agent may work Monday and Wednesday 12 - 5 one week and then Tuesday and Friday 11 - 6 the next. I would like to only allow them to log in during that period. It might not be the same each week.Thanks

0
Apprentice
11 years ago
Contributor
businessdad75Contributor

"Clock out" button for mobile app, or something to disable notificationsClosed

It would be useful to have a "clock out" feature in the mobile app, so that an agent can log out without actually logging out. We use very secure passwords (24 random characters) and logging in and out is a time consuming process. A simple button that keeps the user credentials stored, but logs him out would be beneficial, so that agents won't receive new customer requests at midnight. Next day, clicking the same button would log the agent back in, without him having to spend time re-typing the long password.

1
11 years ago
Contributor
freshdesk_11725Contributor

One notification per ticket in the mobile appClosed

Dear FD!We are a small support team of 3. We user the free plan, managing only 10-30 tickets a day. The mobile app is great but in the team we all think that there is a small inconviniance regarding notifications.Now every action which is set to be a notification becames one.I think an option in settings would be very helpful:"only one notification per ticket".So if tikcet #3 gets a response, gets closed and gets another response now it is 3 notification. I suggest that if you set the new option there would be only 1 notification:"Ticket #3 had some actions" or something like that.So what do you thing?

1
11 years ago
Contributor
cfrankContributor

"Ticket Created by"Closed

One thing that slipped by my radar, since I obviously assumed it exists...Freshservice does not track the creator of a ticket.Can you add that logging in?  

7
11 years ago
Apprentice
doronApprentice

Contract management and expiry notificationsClosed

Most of us has contracts with 3rd parties providers, Like: domain names, ssl certificates, rental equipment, software subscriptions etc. Would be nice to have a management solution which also include reminders/notifications to renew before those are expired.

6
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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