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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
astedfastContributor

Leading zeros in number fields.Closed

We added a number field to our ticket fields for inventory.  Our inventory uses four-digit barcodes, such as "1111".  Unfortunately, any barcodes with leading zeros ("0027", "0143") lose their zeros when the form is saved ("0027" becomes "27").  Please consider maintaining the length of the numbers entered, otherwise it's no different than a regular text field.  Thank you.

1
12 years ago
Apprentice
doronApprentice

CMDB / assets custom fieldsClosed

Managing assets should be more than just an "IT" static assets data. It also should include financial data and fields for data integration like: Invoice number (of the purchase), invoice date, supplier. Supplier contact details in case of support is required etc. Generally suppliers and contact list is handy.

1
12 years ago
Apprentice
freshdesk_10895Apprentice

Screensteps integrationClosed

Hello,We really love Screensteps as a documentation and support tool in our company and noticed that it integrates with zendesk.Having trialed both zendesk and freshdesk I must say that we prefer freshdesk. We would therefore like to see it integrated  with Freshdesk as well.Do you have plans to integrate with Zendesk and if so what is your ETA?

5
Apprentice
12 years ago
Apprentice
doronApprentice

Reports by incidents per assetClosed

Ability to generate reports with assets point of view In order to determine if specific assets causing reoccurring or even lot of incidents.

1
12 years ago
Apprentice
doronApprentice

Requesters groupClosed

Ability to take an action that applies to a group of requesters Like scenario automation action of send email to requesters group.

0
Apprentice
12 years ago
Apprentice
feedbackApprentice

Spam control and alerts on public forumsClosed

We have recently encountered with heavy spamming on public forums and found that keeping spam under control requires monitoring the forums constantly. Is it possible to add some basic protection against spammers, such as:1) Pre-moderation  for new users (before a new user can post instantly to public forums, s/he should get at least 5 posts checked and approved by an agent)2) Email alerts to agent(s) when there is unusual activity going on on forum(s) - too many new topics or posts over the last hour / day, too many new topics created by a single user, too many topics or posts submitted from a single IP address.This would be of enormous help in preventing spam and stopping it early before too much damage is done.Thank you very much for considering this suggestion.Best,Margarita

4
Apprentice
12 years ago
Apprentice
kelseyApprentice

Better Forum Moderation/Spam ControlsClosed

Unless I am missing something, it is QUITE TEDIOUS to deal with spam in Forums area. Things have been ok for a while, but lately we've been getting hit by spam bombs where I have to delete dozens of spam posts 1 by 1.There has to be a better way than this: Go into Forum Go into each thread Click Edit Click Delete Confirm Navigate back to Forums

5
12 years ago
Apprentice
pat_11599Apprentice

Branding Customer Satisfaction SurveyClosed

Hi,For those utilizing the Multi Brand feature the Customer Satisfaction Survey will only work for their primary brand as there is no option to provide Brand/Product Specific Satisfaction Survey.You should be able to add this as an Insert Placesholder, e.g. Product Specific Satisfaction Survey.Thanks,Pat

0
Apprentice
12 years ago
Contributor
viniciusContributor

show name of user in the reply boxClosed

It would be nice to see the name of the user along with their email address. Also the email is showed in gray; it should be more a contrasting color.

0
Contributor
12 years ago
Contributor
astedfastContributor

Add "Tickets I'm Watching" to custom view.Closed

I have a custom view to show me anything that is assigned to me and anything that's unassigned.  I'd also like to be able to add tickets that I'm "watching" to this view, as it's much easier to keep track of them, rather than switching views back and forth. 

1
Contributor
12 years ago
Apprentice
adriandApprentice

Improved search displayClosed

It would be very helpful if search results included additional key information.  For example the date the ticket was created, its status, and who is responsible for the ticket.  Currently you have to click on search results to view this information which makes it very time consuming to find information.

4
12 years ago
Contributor
chuck.kandzierskiContributor

Forum notifications on topic creation, or any updateClosed

Is there a way to have agents notified when a new topic is added to a forum?  To expand on that, is there a way for any user to subscribe to a forum so that they are updated anytime there is an update in the forum?

15
12 years ago
Apprentice
yumikoiApprentice

Show "From" ID for replies and forwards sentClosed

After a ticket has been replied to or forwarded, there's no record of which support ID was used to take those actions. Our business model is such that we use multiple support IDs to communicate with one customer, depending on the type of support he/she requires. The display of the "From" ID will allow us to have the comprehensive understanding of which communication was sent to the customer when and for what purpose. Hope this can be built in on the Ticket page. 

0
Apprentice
12 years ago
Apprentice
ron_11061Apprentice

Allow us to port in a number for FreshfoneClosed

We are loving the Freshfone (beta) ... but would really love to port in one of current numbers to use with Freshfone. We have both an Austin, TX local number & a toll-free number we'd like to use with Freshfone.

1
12 years ago
Contributor
marc_11439Contributor

Updated Roadmap for 2014?Closed

Can you publish out a roadmap for 2014, what we can expect from Freshdesk?Is there a calendar of release dates?My personal suggestion -- monthly update!It would be cool if you would list out all the specific enhancement requests that are marked "pending" with actual release. 

1
12 years ago
Apprentice
jasond_11322Apprentice

How to use or access new features...Closed

I have been skimming through various topics on here and get excited when I see a topic that was requested and now implemented like ScreenR.   However the final line after they are implemented and the topic is closed doesn't link to where this wonderful new feature can be accessed.  Some of them I am sure just need a link or "click here and here" to turn on others a quick tutorial on what to do after it is turned on would help greatly.

2
Apprentice
12 years ago
Contributor
viniciusContributor

PDF reports !Closed

It woul be a great plus to have the ability to:- print reports in portrait orientation- save personalized reports, the same way we can save "views" in the ticket list page- export reports in pdf in portrait orientation-- choose the columns to show in the report- export in excel format

1
12 years ago
Apprentice
rikard.blomquistApprentice

Request for "Agent Responded" in customer ticket listClosed

As an agent I have the "Customer Responded" property so I can easiliy see when a ticket has been responded to by our customers. Now my customers want the same feature in their ticket list. Sure if we have email notifications and we as agents work with setting Status it is visable by the customer but if you have a group of customers viewing each others tickets the notification only goes to the requestor.I vote for a "Customer Responded" property!

0
Apprentice
12 years ago
Apprentice
lneuzilApprentice

API for freshserviceClosed

Hi,we would definitely like to have API available since we would like to integrate customer portal with our extranet and intranet systems. Especially we want to create users automatically trough API call and login trough API token for each user.It would be also useful to have 2 versions of portal. One to be accessed trough standard user and password login and the second trough automated API call login (to be integrated on our page without header)Single Sign On (for example SAML) would be also useful.Libor

1
12 years ago
Apprentice
mnoorgatApprentice

Enhance functionality of auto suggest solution on ticket creationClosed

Hello,Summary of feature request:  When creating a ticket, make the "Related articles" open in a lightbox instead of redirecting to the selected page.  If the article is not relevant, closing the lightbox will preserve all information already entered on the ticket.  This will further encourage users to review multiple articles prior to submitting their ticket.  It may also be useful to provide more than four related articles appear, maybe in a scrollable format using an infinity load (but this an additional feature request).Background:I am currently trialling Freshdesk and I find the auto suggest solution function whilst creating a ticket very useful indeed, however I believe it can be very simply enhanced to improve user experience and also increase the click through rate.The current behaviour is that when a ticket is in the process of being created using the "submit a ticket" webpage, and a user enters a subject, the moment they click to another control, a maximum of four "Related articles" display.  If a user clicks any of these articles, the current page loads the related article selected.  The problem as it stands is if the user has already begun describing their problem and then later feels that one of the related articles is maybe appropriate for their review, clicking through (if they don't open in a new tab/window) to the related article causes the page to be directed to the related article and the user loses everything they have already entered.  Encountering this frustration potentially causes a barrier for using the related articles.Kind regards,Mohamed Imran

0
Apprentice
12 years ago
Apprentice
andy.milliornApprentice

Add Wordle.com style reporting (keyword clouds)Closed

Lately I have been exporting ticket data for specific clients and creating keyword clouds in Wordle.com. It's a cool and fun way to look at ticket descriptions and requestors. My clients love getting them.Would love to see this functionality built into Freshdesk.Example attached.

0
Apprentice
12 years ago
Contributor
marc_11439Contributor

Custom Validators on custom fieldsClosed

When I add custom fields to the ticket form, can I add custom validators?

1
12 years ago
Apprentice
ali.razaApprentice

richer text editor controls in solutionsClosed

Hello,We are planning on moving our user documentation from Atlassian Confluence to Freshdesk. However, we find the Freshdesk text editor pretty primitive. It would be great if the text editor supports additions of macros so that we can do things like- display code in a particular language- display some important info in a frame. example: Note: do not change this setting. - add a horizontal lineThanksAli

4
12 years ago
Contributor
viniciusContributor

Choose what functions show up in buttons in the Ticket pageClosed

I see that there is plenty of space for the buttons on top of the ticket page.Since every bussiness will have their own specifics, it would be time saving to have the most used functions available as buttons, instead of a drop-down menu.That would save precious time of the agents!

0
Contributor
12 years ago
Contributor
nikkiContributor

Printing From FreshdeskClosed

Please create a way to print tickets on an individual basis as well as a list of tickets from Freshdesk.

5
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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