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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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Contributor
jbycroftContributor

HipChat / IMClosed

It would be very helpful if there was a integration for HipChat and other IM clients so that notifications could be sent when a ticket is either received or assigned. Also it would be great if there was the ability to create a ticket within HipChat from a conversation. I know this is available with desk.com, really hope that HipChat can also create this integration.

1
11 years ago
Apprentice
barton.myersApprentice

"Thumbs up" Fellow Agent postsClosed

It would be nice while browsing our tickets to give a fellow agent's response a "Thumbs Up" if I liked it. A nice boost or pat on the back on the agent side of things that doesn't rely on the customer feedback.

0
Apprentice
11 years ago
Contributor
rkramerContributor

Asset ManagementClosed

So Far I would like to mention that I really like this product for my company. I moved to this from TigerPaw which was a $4000 investment, and like this better.One big thing that I would like to see in this application is a way to Manage Asset's and tag them to a Company and or Client. What options have people used for this task out there?

15
11 years ago
Apprentice
alohmanApprentice

Custom Fields on CompaniesClosed

We would like to track a number of items in Freshdesk for a specific company, but these fields will need to be custom, similar to how we can create custom fields for tickets.Any chance a custom field editor can be created for the company with the ability for an admin to lock a field so the end user can only view but not edit?

34
11 years ago
Contributor
cfrankContributor

Agent CollisionClosed

I thought I had asked this before but obviously didn't.One of the features that has not made the move from "Desk" to "Service" is Agent Collision.Any timeline for that?  I've got 30 hands all mucking about at the same time.

6
Contributor
11 years ago
Contributor
dstevenContributor

Rules - action to remove tagClosed

There's already an available action to add a tag. I'd like an action to be able to remove a tag.For Example:I have several categories, one of them is called "Project" the rest are based on the time of issue it is (email, phone, etc).I'd like to be able to use the filters to show tickets that are in the category "Project". I'd also like to be able to see tickets that are NOT in the category "Project".The first one is easy to do.The only way to do the other one is to select every other category besides project.My idea on how to get around this uses tags.I can have a Observer rule that Adds a tag "Not-Project" when the category is not Project.But later if that ticket's category was changed to project, I'd want to have a rule that Removed the tag "Not-Project" when the category IS Project

0
Contributor
11 years ago
Apprentice
authorsApprentice

Add an option to email channel to prevent convert to ticket for non customersClosed

HiPlease consider add an option to email channel to prevent convert to ticket for non customers. convert to ticket only verified customer email.Thanks

0
Apprentice
11 years ago
Contributor
briancContributor

Make the difference between incidents and service requests more prominentClosed

I finally realized the difference between service requests and incidents. Having worked with it a while now, I think the difference needs to be more apparent in the UI and make it available to requesters.

6
11 years ago
Apprentice
sam.davisApprentice

To encourage the use of time tracking add "Logged Time" as an objective to Quests.Closed

I would like to encourage my team to log time associated with resolving tickets. It would be fantastic if we could reward agents who logged time on tickets. We would need the ability to say if the agent has logged time on X tickets in 5 days then they would get a badge.

1
Contributor
11 years ago
Contributor
jon.mcnamaraContributor

Leaderboard previous months statsClosed

It's the 1st of the month and I want to check how my teams had done on the previous month to offer some sort of reward scheme based on their leaderboard stats... alas, there is no way to check previous months stats!Is there any specific reason this is the case? Will something be put in place in the future?

3
Contributor
11 years ago
Contributor
luke_10029Contributor

Ability to limit MobiHelp to specific solution groupsClosed

Since we have multiple brands we are unable to use mobihelp because the API only allows us to show all solutions for all brands.  Please change this to allow us to limit the view to only the brand we choose to display.

2
11 years ago
Contributor
michael_11448Contributor

Allow customising facebook support appClosed

As far as I can tell there is no way to customise the facebook support app available on the estate plan. It would be nice to have the ability to customise the CSS at a minimum, and preferably the HTML as well to fit in with your company brand.

3
11 years ago
Contributor
marioContributor

Custom Translation per AccountClosed

I find that there should be a way that administrators could submit their own CSV file to that specific language so that they can customize the text of their helpdesk rather than have to deal with the default terms. For example:- While "Solutions" might be a good word for the concept, I may wish to call it "Resolution" or "Frequent Questions" or "Knowledge Base"- "Ticket" could be named "Request" or just "Question"- "Customers" could be turned to "Clients" or "Associates" (in case of an association/federation, for example)- "Canned Responses" could be dubbed "Instant answers" And many more...

5
11 years ago
Apprentice
satelloApprentice

Zen Cart intergrationClosed

 Hi, just started using your services and was wondering if there is any plan to integrate into Zen Cart, which is one of the other popular open source shopping carts around, thanks.

1
11 years ago
Contributor
pmesritzContributor

Starting a new topic - Matching Topics not searching SolutionsClosed

When you type a new subject into the forums that it searches the forums for similar matches. This is GREAT, but is there a way to also search solutions? This would make that aspect very powerful as it would allow us to build knowledge base / solutions entries that prevent people from adding ideas exchanges.For example, when starting a new Problem topic with "how do I convert my support problem into freshdesk ticket" on support.freshdesk.com, it would allow me to do so without proposing the fact that there is a Solution already available.  

0
Contributor
11 years ago
Apprentice
andrewoldApprentice

Group headClosed

Ability to select a group head for each group. This way the SLA escalations can be sent to the respective group head. This option will help avoid creating multiple SLA's per group. Suggested by Chris Frank - Goodlife fitness

0
Apprentice
11 years ago
Apprentice
sylvain.guerryApprentice

Forum - Merge functionalityClosed

Functionality allowing the admin to merge multiple topics in the forum.

4
sajesh.krishnadas
11 years ago
Contributor
mark.heyworthContributor

Additional Observer EventClosed

I would like to be able to select approval requests, grants and denials as events in observer rules. 

1
11 years ago
Apprentice
joanApprentice

Return to same place on list after opening and viewing a ticketClosed

We have a long lists of open items.  Sometimes I am reviewing a series of old items located on the 4th or 5th page.  When I open a ticket and then exit back to the list, I am returned to the page 1 of the list.  I would like to exit the ticket and go back to the place that I just left.

1
11 years ago
Contributor
laurence.hendyContributor

Option to Print ChangesClosed

Hi, Can we have the option to print a 'Change', in the same way you can print a 'Incident' Thanks Laurence

1
11 years ago
Apprentice
agarzaApprentice

CMDB scope per locationClosed

The issue we are having is we want multiple agencies to use the same system. We need CMDB to only show those computers that are assigned to that location of the agent. This seems so easy, but cannot be done.Same thing for the Users. If I am logged in as an agent it should only allow me to see the users that are from each location. 

1
11 years ago
Apprentice
lukeApprentice

Podio IntegrationClosed

Provide the ability to integrate Freshdesk with Podio, similar to how it works with Zendesk. Podio is a service SaaS to Yammer or BantamLive, but with much flexibility & customization.

6
11 years ago
Contributor
astoutContributor

CMDB in Mobile AppClosed

We would love to see the CMDB within the iOS app.  I know it has also been suggested that the mobile app allow for scanning a barcode on an asset tag to add or lookup an asset in the CMDB.  This would be very helpful for taking manual inventory or looking up the details for an asset.

2
11 years ago
Apprentice
rabudi1972Apprentice

New Hire ProcessClosed

I am new to Freshservice and would like to create a New Hire Process where there would a parent ticket and child tickets pertaining to the parent ticket in different queues. Do you have any suggestions for me?Thanks

2
Contributor
11 years ago
Contributor
dennisContributor

OSCommerce integrationClosed

Wish to see an OScommerce shop integration.With more than 250.000 registered stores a lot of potential I think.(there are more owners of stores... but they have never registered)

1
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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