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
bambornContributor

Set default values and assignment for Service Catalog items instead of requiring Dispatch'r rulesClosed

I've been working a lot on setting up the service catalog, and I've run into an fairly arduous process here. I have to have a Dispatch'r rule for almost every item in my service catalog to properly classify it with the right type, category, priority, and assigned group.Wouldn't it make more sense to display the fields from the ticket field template and allow me to define the defaults that should be automatically entered when this service is requested? Since the user doesn't ever see those fields, they can't fill them out and a bunch of stuff comes in blank and has to be manually classified.This would leave me with just having to deal with assigning it to the appropriate group, and that can be addressed by simply adding the service catalog category to Dispatch'r rule parameters (this is on a separate feature request)

0
Contributor
11 years ago
Contributor
josh.thayerContributor

Next and Back buttons for solution browsing.Closed

We have placed our operations manual into the solutions knowledgebase as a way to provide quick access to the ops manual. One thing that makes it difficult to use is having to back out of every solution and go back to the list and pick the next page. I would like to request buttons be added to simply load the next/previous solution in a category.We can work around this now by manually adding links to every single page/solution, but this is not ideal since it would break if we adding any new pages. Thanks.

0
Contributor
11 years ago
Apprentice
jacquetApprentice

Ticket url in pivotal tracker integrationClosed

In the integration with pivotal tracker, there is a "Ticket ID - xxxx" in the description text area. It would be nice if the url of the ticket (i.e. http://supportdomain/helpdesk/tickets/xxxx) is added too, so that we can click the url directly from the story instead of copy the ticket id and paste to browser to open the ticket. Thanks!

0
Apprentice
11 years ago
Apprentice
david.cathersApprentice

Task Templates for Changes/ReleasesClosed

It would be fantastic to have the ability to create a templated task list that can be added to a change or release.We find that some of our changes/releases are very routine. It would save a lot of time when preparing the changes/releases to be able to pull from a templated list of tasks, similar to how agents can drop in a canned response or solution article for tickets.

1
Apprentice
11 years ago
Contributor
bambornContributor

Option to automatically set Service Catalog tickets and Service RequestsClosed

When using the Service Catalog, it would be nice to have a configuration item to automatically default the Type of Service Request for any items created through the Service Catalog. I have had to build about a million rules to do this, and it is pretty annoying. This should be a no-brainer. :)

0
Contributor
11 years ago
Apprentice
alan.huntApprentice

Contacts export - include 'status' fieldClosed

It would be useful to include a column for status in the export to show verified, unverified, deleted, blocked

0
Apprentice
11 years ago
Apprentice
mike_10132Apprentice

PDF exportClosed

Super cool if you could add this feature.WebHelpDesk for example allows you to run a report and export to CSV or PDF. It also allows you to select regular tickets and with the click of a button export to PDF. This is awesome as it allows you to email verbose ticket reports to clients especially those that might be querying invoice/engineer time totals.

2
11 years ago
Contributor
josh.thayerContributor

Method to adjust the number of solutions shownClosed

Is there a way, through css, or the html, or another method to set the number of solutions shown on the Home/Solutions page of our customer portal? Our use case is that there is way too much information that is not needed to be shown to the user with how many articles we have. Our solution page is barley 35% done and you'll have to scroll down like 10 feet worth of screen to scroll through it all when done. It would be fantastic and very helpful if we could shore it up, by just having an option to display just the category. This I think would make the page tolerable to read, but instead it's very cluttered looking.

2
Contributor
11 years ago
Apprentice
yoann.coutardApprentice

Two tarification for One Account ?Closed

Hi,We are a subsidiary company and we want to pay separately for our agents and share the same account with the rest of the company.Is it possible ?

1
11 years ago
Contributor
pricejaContributor

Customer Satisfaction in Agent at a GlanceClosed

I think it would be very nice, from a management perspective, to include customer satisfaction feedback as a line item in the Agent At a Glance report.As a department head I will be using these reports to hold assessment/counseling sessions throughout the year.  I realize that I can get the information from the Customer Satisfaction report but I want to be able to include it in the Agent At a Glance report so that I can export the whole thing as a single PDF and share it with the agent prior to meeting.

1
11 years ago
Contributor
jbredenhofContributor

Forum email digest optionClosed

Online forums (example attached) often have an ability to control email notifications, so that any activity on a forum of interest will result in an email summary on a daily, weekly basis.

2
11 years ago
Contributor
dirk.wegenerContributor

ticket masksClosed

we come from cerberus and just migrated to freshdesk. We are used to put a reference to ticketid's on our invoices to customers. However we like a masked id better then an identity (numeric increasing id). From a mask a customer can't learn anything about the number of tickets that we handle etc.So would it be possible for you to add a mask to every ticket? e.g. ZPK-91529-756

0
Contributor
11 years ago
Contributor
thierry.jakircevicContributor

Popup Widget: do not close the popup when clicking outside of itClosed

Today, the popup widget is automatically closed when the user clicks anywhere outside of it.Have an option that can remove this behaviour.Use case: user mistakenly clicks outside of it and loses all the content he had prepared.

1
12 years ago
Apprentice
svenApprentice

Search box and accents (Spanish, French..)Closed

We are staring with freshdesk next week and we found a problem with searching the tickets: the system does make a difference between accents and no accents.This is the first application or website I see that acutally does this differenciation, as in Spanish e.g. a lot of words have accents like for example reenvío, dirección, electrónico, está ... and so on... the problem is that most of the people use this, but some in email (especially writing from a smartphone) just don't use them...  If I search for "José" I don't see the results of "Jose" and the other way round.Looking in this forus I see referals to the use of elasticsearch... if this i sused should be really easy to strip teh accents at the time of search... http://www.elasticsearch.org/guide/en/elasticsearch/guide/current/asciifolding-token-filter.htmlThank you!Sven.

0
Apprentice
12 years ago
Apprentice
mishaApprentice

Time entry without ticketClosed

Often we pro-actively work on our clients systems without there being a ticket for it. It would be very handy if we could add a time entry to the customer (company) so the timesheet report reflects all time we spent on that customer.

0
Apprentice
12 years ago
Contributor
kariesContributor

Include signature in forum repliesClosed

I see a lot of information about including a signature in ticket replies, but I would like to insert my signature in forum replies, too. 

0
Contributor
12 years ago
Apprentice
aaren.tebbuttApprentice

Ability to select product when resending verification emailClosed

When you re-send a verification email to a customer, there's no way to select which product you'd like the communications to come from.This can be confusing for customers, as per this example: Organisation ABC Corp uses Freshdesk. their main portal URL is abc.freshdesk.com. ABC Corp sets up a product, ACME, and ties this to the email support@acme.com. The customer sends an email to support@acme.com They get an inital validation email back from support@acme.com They don't validate the email, so an ABC Corp agent resends the valudation email This second email comes from support@abc.com, and links to the abc.freshdesk.com URL.

0
Apprentice
12 years ago
Apprentice
joanApprentice

Quick way to Edit a TicketClosed

Requesters send emails directly to the support system.  Most of the time the subject of their email is not very descriptive and requires editing.  It would be nice if I could right click on the ticket subject and get the options that are shown on the "more" drop-down; specifically the "Edit" feature without having to open the ticket; click on "more"; select "edit".Thanks!

0
Apprentice
12 years ago
Apprentice
steve.wilhiteApprentice

Make Company Name an editable fieldClosed

I'm using Freshdesk as the support portal for a network of schools, so I'd like to be able to change the Customer Name field to School Name, and consequently the Companies tab on the Customers page to Schools.

0
Apprentice
12 years ago
Apprentice
siksniusApprentice

BCC fieldClosed

A feature we would like to see is to enable a BCC checkbox.   We have certain tickets that we would like to add the communication trail into our CRM program which uses the same "fetch" technique as Freshdesk does. That dropbox address is not for the customer to communicate to, nor would I want the customer to reply to our message and then also CC that dropbox as well if they "replied to all" for example.

3
12 years ago
Apprentice
todd_12195Apprentice

Template Editor RoleClosed

Create a role option for Field Template editing.

0
Apprentice
12 years ago
Contributor
alessio.fattoriniContributor

Report for Related articles clickClosed

I suggest this on Ticket too, but i want share it with forum users.Can i know how many questions are resolved by clicking "Related articles..." on the right of the form "submit a ticket" ?I want know how many time customers self resolve issue, other hepldesks report this! This is a good report for me, because i can find bettere where and when my faq fails!

1
Contributor
12 years ago
Contributor
alessio.fattoriniContributor

Can i achieve a badge multiple times?Closed

We have a lot of quest that you can achieve multiple times in a month, can you implement it?

2
Contributor
12 years ago
Apprentice
fvieiraApprentice

Ticket Status/Icon to Appear When Searching ContactsClosed

When using the search toolbar to find a contact, sometimes there are 3 listings for a single person (as they may have multiple email addresses) and it is unknown as to which listing may have tickets within. This leads to a guess-and-check process which wastes times and is frustrating to perform. If at least one ticket exists for any of the listings, a "Ticket" icon/status should be posted to the right of the contact.One step further is in the case where 2 out of 3 listings for the same individual have a ticket, by hovering over the "Ticket" icon/status, a display of existing ticket titles would come up. This way, it would be known which tickets were created for each listing. For example, if I remembered John Smith created a ticket where he had problems logging in but am unsure whether this ticket was created from his jsmith@gmail.com or jsmith@aol.com email address, by hovering over the "Ticket" icon/status I could see the "Having login problems" ticket title appear for his jsmith@aol.com listing. (It would save having to click into each listing and then potentially having to go back to the previous screen to select the next one.)

0
Apprentice
12 years ago
Apprentice
j.godlewskiApprentice

Time Tracking with FreshdeskClosed

Time tracking with Freshdesk is available from now, thanks to the integration with TimeCamp. Go to integration site and try it out. Enjoy!

0
Apprentice
12 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