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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
jpestronkApprentice

Making creation of dropdowns easierClosed

It would be very helpful if, when creating a dropdown field on the ticket form, it were possible to paste in a comma delimited list (or something similar) and have Freshdesk parse that into the different dropdown options.For example, it would be possible if this were implemented to paste a long list of customers into the box for "First Choice" and the system would auto-populate the second, third, fourth choices, etc. This saves a lot of typing or cutting and pasting.This functionality exists in Google Forms if a specific instantiation of the feature is helpful.

0
Apprentice
12 years ago
Contributor
elizabeth.toyContributor

Freshdesk Arcade NotificationsClosed

A notification email to let you know when you complete a quest, and/or a way to know your current status on each quest. (Related)

2
Contributor
12 years ago
Apprentice
fredrikApprentice

Simple preview for documentsClosed

It would be nice to get a simple preview for known filetypes that get sent along in attachments. eg. docx, xlsx, odt, pdf...It would be much more effective not having to download each attachement to know what it is.

0
Apprentice
12 years ago
Apprentice
cvdmoorenApprentice

Download Time Sheet to .pdf with user defined columns and filters/sortingClosed

Most of the reports can be downloaded to .pdf, except the Time Sheet report. The only option at the moment is to export it to .csv and import/edit it in Excel, which costs a lot of time.It would also be very helpfull if you can select the colomns you want shown on the report and if you can save the filters/sorting often used.

2
Apprentice
12 years ago
Apprentice
dan.woodwardApprentice

Closing a ticket while requester is out of officeClosed

Good Morning.   We are fairly new to the freshdesk system in our company - we are using it as an internal IT helpdesk.   Is there a way to restrict a new ticket being opened when I close a ticket but the requester is out of office?   The out of office notification has a different subject line with 'Out of Office' in front so the system believes it is a new ticket!   thanks. Dan

1
Apprentice
12 years ago
Apprentice
zgr8jakezApprentice

Why is there no american support or salesClosed

And if you are going to outsource it get a different company I was transferred 7 times before the call was dropped. Which is very ironic for a company that creates help desk software.

2
12 years ago
Apprentice
patmac251188Apprentice

Time start and finishClosed

 Hi All,I've only signed up with FD today, but I was wondering if it's possible (in regards to time allocated on tickets) to say Time Started 3:30PM, Time Finished 5:00PM, hours 1.5/1:30. Thank you,Chmmr

0
Apprentice
12 years ago
Contributor
kendallContributor

Combine events together in the recent activity view that had the same triggerClosed

The recent activity view takes a up a lot of space because it reports each individual item distinctly, even if they were all triggered by the same action.  So simply responding to a normal ticket will often put four or five items on the activity view.  This size and verbosity dramatically reduces the value of this display because you don't get a feel of why things were done and what real actions were taken.  A field being updated isn't really activity - me responding to a ticket which is now waiting for customer response is activity. That activity may have changed many fields and noting that all in one display is useful, but mostly in the context of the user action.  You can see how verbose it is below even though I took relatively few actions.

2
Contributor
12 years ago
Contributor
cfrankContributor

SLA time optionsClosed

Please add some more time options to the SLA policies selections.If you are using BUSINESS HOURS, then I need to be able to select 10 days as a time, as opposed to 2 weeks since "2 weeks" excludes weekends and "holidays", pushing the Due date to be 18 days, instead of 14.If I could select 10 days (or enter X days) then *I* can define my SLA based on what I've negotiated.

4
12 years ago
Apprentice
cvdmoorenApprentice

Editing Ticket Filters and Sorting in saved Ticket FiltersClosed

When saving Ticket Filters nothing can be done with the sorting in that Filter. It would be helpfull if the sorting became part of the saved Filter.At the moment saved Filters can not be edited/managed. This would also be helpfull to change Filters or delete them if no longer needed.

0
Apprentice
12 years ago
Contributor
rebeccawContributor

Backdated Gamification CreditClosed

If you upgrade to Estate plan to have the Arcade, do your agents get 'back credited' for the tickets and posts they've completed prior to Arcade activation?Or does it only count from the date of Arcade enabling forward?I'd like to reward my agents who were with me previously by having their 'points' and badges reflect all the work they have done even though we couldn't initially afford the Estate plan.

0
Contributor
12 years ago
Apprentice
jonny.bairdApprentice

offline mode for appClosed

Feature request for an offline mode in the app.We need to be able to record time spend and notes on what was done while onsite. If we can't get a mobile signal for and time can get lost as it's not recorded while onsite. Thanks

0
Apprentice
12 years ago
Apprentice
jmeylandApprentice

The SLA email alerts should follow Business HoursClosed

The SLA trigger alert should be in line with the business hours you have set-up. Currently when the automatic e-mail is sent for a ticket not answered within the SLA, the e-mail does not take into account the business hours and only look at the calendar hours.For instance, my business hours are from 8AM till 5PM. If I open a ticket at 8AM and give it an SLA of 6 hours (so fixed before 2PM) and a SLA escalation alert of 4 hours, I will receive an e-mail alert at 6PM (if the ticket is not fixed in time). This does not make sense since nobody is working at that time. The e-mail alert should be sent at 9AM the next day. Thus the SLA alert would be in line with the Business hours.

3
Contributor
12 years ago
Apprentice
eric_11944Apprentice

Tasks features requestClosed

It would be handy if from the "My Tasks" list on the dashboard, there were a way to link to the corresponding ticket.  Additionally, when viewing the task (either from the "My Tasks" list or on the ticket directly) it would be nice if notes/comments dedicated to that task could be entered, as opposed to in the overall tickets comments.  As others have mentioned, similar to a parent/child ticket situation.

1
12 years ago
Contributor
luke_10029Contributor

Add link to ticket from escalation emailsClosed

This would save considerable time.

3
Contributor
12 years ago
Contributor
paultContributor

Auto search solutions in agent ticket creation formClosed

Should the agent create ticket form be searching solutions when they raise a ticket? (eg from phone support)If not can we please request this be added as this would be extremely useful. Especially for growing teams as you bring new agents on board.

0
Contributor
12 years ago
Contributor
alessio.fattoriniContributor

Report at Glance filter by groupClosed

Can I have a filter by Group on the Report?Adding a new field on left sidebar attached

2
12 years ago
Apprentice
peter.gersmannApprentice

Harvest - auto assign based on companyClosed

We use Harvest for time reporting but for each and every ticket we need to set Client, Project, and type of activity (which always is "support"). Each time we have to set all 3 values. As a result we have stopped using the integration.My feature request:For each company in Freshdesk - save Client, Project, and Type in Harvest. If no Project is set... then fine - but as we often have 1 customer working with 1 project... it should be possible to include Project on the Company page in Freshdesk. It would save 3 selections for each ticket.

0
Apprentice
12 years ago
Apprentice
coteroApprentice

'Save as Draft' function for posting articles, FAQ's, etc.Closed

A WordPress like feature that is so key for the editing process that sometimes involves multiple people, especially for our FAQ's. Thank you!

2
12 years ago
Apprentice
rubensmApprentice

Freshdesk's own calendarClosed

It would be nice that Freshdesk integrated its own calendar. Google calendar is ok, but it would be better if it were integrated on freshdesk.

0
Apprentice
12 years ago
Contributor
keith_11877Contributor

Add Synonym and "stop list" support for search engineClosed

This is table-stakes in search relevancy.  I should be able to indicate that words like "the, and, of, how" etc are not to be indexed and also create synonym tables that allow me to say that "browser" and "web client" are the same thing. 

0
Contributor
12 years ago
Contributor
keith_11877Contributor

Open a ticket using the Search queryClosed

I like a philosophy of "don't waste my time". When a user does a search and provides a good query string - provide an "Open Ticket" button on the search results to preserve the issue description they've already provided. 

0
Contributor
12 years ago
Contributor
marta.wesselhoffContributor

Attaching a company to a time zoneClosed

We work with a number of different companies, all of whom are in different time zones.  Whenever a new employee from one of those companies sends us an email, we have to go in and set their time zone individually.  FreshDesk is pretty good at figuring out which company they are with based on email address, it would be fantastic if there was a way to associate a time zone with a company, so that we wouldn't have to go in and individually change it with each email from a new address, it would automatically be set based on their company.

2
12 years ago
Contributor
keith_11877Contributor

Knowledge Centered Support (KCS)Closed

I'd like to see FreshDesk improve the KB with at least a partial implementation of KCS. Versioning (which is apparently coming) and Ability to add articles to Knowledge Base directly from Freshdesk (already submitted) are parts of it. Other pieces include: Agent roles (Contributor, Publisher, Coach, etc) to control who can publish external vs internal. Workflow (WIP->Draft->Internal->External) and a way to report on it. Ability to report on case to KB links (to see how often an article helps solve an issue) Customer feedback (including comments) on KB articles.  This would be a huge differentiator in what is now a very crowded help desk market. 

0
Contributor
12 years ago
Contributor
ken.bauerContributor

Customizing reply email subjects.Closed

We're able to customize a number of the Email notifications in the Admin console, but not all of them. This causes emails to be sent with differing subject formats depending on how the agent responds to the ticket - If they create a "Note" My custom "Agent adds comment to Ticket" format is used, but if the agent "Replies" to the ticket, suddenly all the subject consists of is "[#xx] Subject"I'd like to be able to customize how all messages are sent, so that we can present a uniform front to the customers.The attached screenshot shows what I mean.The first message was a reply, the second is when a public note was added to the ticket, and the third was the public note that was sent out by the system when we merged multiple tickets. (Note that the email address also doesn't display the helpdesk's name in that message either)

1
Contributor
12 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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