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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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8951 Ideas

Back to top of the list
Contributor
SarikaContributor

'Assign to me' from the ticket listingClosed

As an improvement, agents would like to have a ‘Assign to me’ as the first choice when clicking the agent name in the ticket view.Bulk update is one of the option however we are here talking when agent is viewing the new ticket list and then assigning the tickets one by one from list view. ‘Assign to me’ as first option is better than finding by name for agent.

0
Contributor
2 years ago
Skilled Expert
edward.kimSkilled Expert

Ability to highlight fields for Major IncidentsClosed

Hello everyone, just wanted to suggest an idea for Major Incidents in case it may be helpful in future.   When creating a Major Incident ticket or managing it, our team was looking for a way to have the section for Major Incident fields highlighted (example below) so it will be easier for our IT Support to tell them when managing such tickets.     Thank you!

0
Skilled Expert
2 years ago
Carol using SpryMobile

Submit a Ticket is confusingClosed

I am using your ticketing system for support through your partner SpryPoint’s SpryMobile system.  I can’t tell you how many times I have hit the “Submit a Ticket” button at the top of the page and thought I had successfully submitted my ticket only to realize later that I had just reset my page and cleared my form.  At the very least you need an “Are you Sure?” question to appear when someone has typed data into the form warning them that they will lose all their data.  Better yet, rename that button “Clear” as soon as someone starts typing data in the form.  I am putting product area as “Freshdesk” but I really don’t know for sure what the product is that SpryPoint is using in their SpryMobile system.  Thanks.

0
2 years ago
Contributor
SarikaContributor

Companies in the contact card shown in alphabatical orderClosed

As of now the companies linked to the contact are shown in the order they are added. If this list is in alphabetical order, it helps agent can find the companies more easily.For a supervisor also, it will get easier to spot any duplicate companies and maintenance/clean up is faster.

0
Contributor
2 years ago
Contributor
SarikaContributor

Possibility to show the custom fields in New email/ticket form alsoClosed

The custom fields can be shown in the ticket details page under the contact details. These fields and its helpful for agents to know more details without leaving the ticket details page. Is it possible to have the same possibility for the new email/ticket form? This would help the agents and no need to check the contact/company page.  

0
Contributor
2 years ago
Contributor
SarikaContributor

Possibility to provide access to Groups section in Admin section to Supervisor roleClosed

There are few sections that have been provided/shown to Supervisor role. Could it be also possible to control the access of Groups also? Adding agents to the needed groups is much easier from this section rather than individually adding it from the Agent list, lots of clicks needed. 

0
Contributor
2 years ago
Contributor
SarikaContributor

Inconsistency of how groups can be added to fields in Admin sectionClosed

Adding the groups in the portal is not the consistent. For instance, while adding templates and selecting groups, once the group is added to the Groups field, its not shown in the dropdown value, so the list goes smaller. Whereas, when adding the groups in agent profile, Admin->Agent. Once the group is selected there is a ticket mark shown for added group. It will be nice to have one way of handling this across the Admin section. Moreover, having multiple selection in the dropdown when dealing with long lists is very useful, it saves so many clicks for the user who has to update the settings.

0
Contributor
2 years ago
Contributor
SarikaContributor

Freddy suggester for Canned response- UI take much space in ticket details pageClosed

The Freddy canned response suggester takes up space on ticket details page, spacially for mobile, ipads.It would be benificial if the UI can be improved so the space is not as big as its now.  

0
Contributor
2 years ago
Contributor
SarikaContributor

Exclusion filters in API alsoClosed

The include/exclude filters were added few months ago and its a nice feature.It will be nice to have the endpoints in API also 

1
Contributor
2 years ago
Contributor
SarikaContributor

Ticket creation fails without info to agent if the CC has more than 50 emailsClosed

The emails from mailboxes don’t ends up in portal if the CC has more than 50 emails.As there is no way of knowing until the customer contacts. Can the limit be improved or a way to inform portal admin or agent.   

0
Contributor
2 years ago
Contributor
SarikaContributor

Companies search result shown in separate tabClosed

The contact and companies search results are shown in one tab. It would really help if the search results are shown in different tabs

0
Contributor
2 years ago
Contributor
SarikaContributor

Ticket ID in search preferencesClosed

It will be good to include a toggle for ticket ID search in search preferences. The search algorithm doesn't display the relevant ticket ID on top everytime search for a ticket  with ID and in cases there is a match with multiple cases, the original ticket gets lost at the bottom. 

0
Contributor
2 years ago
Apbreck
Apprentice
ApbreckApprentice

Copy contents of a note or reply to the resolution fieldClosed

Currently Resolutions are going unused by people at times because it takes having to click over to another tab and field to do it.   Some previous products I’ve used had the option to set any note or reply as a resolution.  I believe it would be incredibly helpful if there was a button that did just that. “Mark note as resolution” or something similar.  Thank you

0
Apbreck
Apprentice
2 years ago
caleb
Apprentice
calebApprentice

Follow-the-Sun Approval for Offshore TeamsClosed

It would be nice to have a group of approvers that wouldn’t necessarily get notifications to approve, but could access the approval from a dashboard.We have a large contractor footprint that could have their “approver” for certain automated workflows change as frequently as monthly, requiring updates to the Workflow Automator, and don’t want to send too much email noise.

0
caleb
Apprentice
2 years ago
TedHarrison
Apprentice
TedHarrisonApprentice

Allow for Attachments in the Onboarding ProcessUnder Review

One of my service items included during the onboarding process is to create an ID badge for the new employee.  This requires the new employee to submit a headshot photo to be printed on their ID badge.  Currently I have not found a way with on the Onboarding feature allow the attachment feature to work.  It will work as a single service item request but not in a Onboarding Bundle Kit.

6
alyssia.correa
2 years ago
Apprentice
gperezApprentice

Filter saving feature for curated reportsClosed

I am happy to see that the new feature update for the Freshservice Growth plan allows for exporting curated reports for custom date ranges instead of just exporting the last 30 days, but it would be nice to also be able to save report filters for curated reports. I understand the Pro plan gives you custom reporting, but filter saving should be included for curated reports in my opinion. Having to reconfigure filters for over 50 agents and multiple agent groups every week/month is not fun. 

0
Apprentice
2 years ago
Skilled Expert
MDaviesSkilled Expert

Enable Multiple Agent Group Dashboard Visibility OptionClosed

Hi all,This idea stems from this one here:It would be ideal if, when configuring Dashboards, the visibility could be granted to multiple Agent Groups at once: This would alleviate that need to:create an Agent Group containing Agents that are part of a multi-tierd Team who can see this single Dashboard clone and maintain the same Dashboard multiple times per Agent Group

0
Skilled Expert
2 years ago
Apprentice
Bart De RidderApprentice

Cancel a sent email in threadsClosed

At the moment it’s possible to enable the cancellation of sent emails to the requester of the ticket. This is an option that can be toggled on in the user’s profile.It would be nice if the same option also worked in threads, so also for forwarded e-mails.

0
Apprentice
2 years ago
Apprentice
NKhetsuriani_QApprentice

Forwarded email - Import agent's message as an internal note on the ticketClosed

We love the feature that allows agents to forward emails from customers to generate ticket. It would save us time if an agent can include a message in the forwarded chain that will be imported as an internal note. At this time we should be either very conscious of not including internal content into the forwarded message or locate the ticket in FreshDesk and add the comment manually.This would help us to organise handoff to a colleague in a more streamlined manner.

0
Apprentice
2 years ago
Contributor
SarikaContributor

Merging tickets - linked to same companyClosed

As of now ticket merge is based on the selection of the agent. Is it possible check and only merge tickets linked to same company and if the tickets are belonging to different companies then agent is shown the info?

0
Contributor
2 years ago
Contributor
SarikaContributor

More columns/info added to contacts pageClosed

As of now, following columns are shown in contact list The API has the information when was the contact created and updated. Can the creation and update information added to the contact page listing? Having these columns will help the Supervisors to see the details in one snapshot but also for the general cleanup from GDPR point of view.  

0
Contributor
2 years ago
Contributor
SarikaContributor

Possibility to the tickets for read only groupsClosed

The 'My groups' filter shows the tickets where the agent has the Edit access.  There is no way for agent to filter tickets where the group access is read only.Would be great if there are two more default filters, 'My groups + read only groups',  'All groups’ & ‘read only and edit rights'. This will help the agent to not manually maintain filters as the access keeps changing. Having default groups saves time.  

0
Contributor
2 years ago
Contributor
SarikaContributor

Ticket templates: Include contact detailsClosed

The ticket templates don’t have the possibility to include contact info. It would be great help for agents if they can have the template created with contact info also. The field can be optional field.The tickets referred here are majority internal tickets. 

1
Contributor
2 years ago
Community Debut
TGrahamCommunity Debut

Improvement for Freddy Suggests Thank You Detector to include emoticonsClosed

Currently the Freddy AI Thank You detector only works on words but it would be useful if it detected emoticons as a lot of our replies from Requesters after resolving a tickets is 👍 or 🙂 as well as others, all of which reopen the ticket.Working similar to the Thank You detector, if the reply just contains an emoticon the ticket should not be reopened.

0
Community Debut
2 years ago
ehusband
Apprentice
ehusbandApprentice

Ability for End Users to configure sort order of Ticket Replies / ConversationsClosed

Although it is possible to configure this as an agent, it is not possible to do this as an end user. This seems like a fairly standard feature that most other ticketing systems offer, and our end users are requesting this functionality

0
ehusband
Apprentice
2 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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