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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
MichaelJM
Top Contributor ⭐
MichaelJMTop Contributor ⭐

BUG - Issues with 'Private' ProjectsClosed

Private Projects are currently only visible to the owner and members of that project. This is great, however, because only the owner/members can see the project, we can’t use Reporting to report on anything in those Projects unless we are also a member.Account Admins cannot see Private Projects if they are not a member - this creates several issue, not the least of which being if a Private Project is accidentally archived, only an Account Admin can un-archive a project. But if it’s Private, the only way to un-archive is to give the Project Owner Account Admin access to be able to un-archive the project. Archived Projects cannot be viewed, which is a bit of a mis-nomer to what ‘archive’ means. 

0
MichaelJM
Top Contributor ⭐
2 years ago
AKhalid
Apprentice
AKhalidApprentice

Feature Request: Scheduling Ticket Reopen, Multi-Tab Ticket Management, and Streamlined Ticket MergingClosed

Hello Freshdesk Community,I am writing to propose the addition of three new features that would greatly enhance the functionality and user experience of Freshdesk. Scheduling Ticket Reopen:The ability to schedule a ticket to reopen automatically on a specified date and time would be incredibly useful for managing follow-ups and ensuring timely responses. For instance, when an agent marks a ticket as pending, they should be able to set a future date and time for the ticket to reopen automatically. This feature would help in better managing workload and ensuring that no follow-up tasks are missed.Opening Multiple Tickets in Tabs within the Same Window:It would be highly beneficial to have the ability to open multiple tickets in separate tabs within the same browser window. This would streamline workflow and improve efficiency, especially when handling several tickets simultaneously. Having multiple tabs open within the same window would allow agents to switch between tickets quickly without the need to navigate back and forth within the Freshdesk interface.Streamlined Ticket Merging:Currently, when attempting to merge tickets, the system requires entering the contact email, which can be unnecessary and time-consuming. It would be much more efficient if tickets from the same customer appeared automatically during the merge process without the need to enter the customer's email. This improvement would save time and reduce friction in managing related tickets.I believe that these features would significantly improve our team's productivity and efficiency in handling support tickets. I am confident that many other Freshdesk users would also find these enhancements valuable.Please vote for this idea if you agree that these features would be beneficial. Thank you for your support and consideration.Best regards,Amir

0
AKhalid
Apprentice
2 years ago
Top Contributor ⭐
RobCrossTop Contributor ⭐

Automation & Whitelisted URLsClosed

We use FreshDesk to provide support to our customers and allow customers to submit tickets via email, so we have our Customers URLs linked to their customer record, naturally we also get emails from people who aren’t customers.What I’d like the system to do, is to allow me to build automation that detects if the incoming URL is not whitelisted anywhere in the system.The system nearly does this, but I have to specify every single customer URL  The Idea is that Fresh build something here to check if the domain is not whitlisted, not just the ability to specify individual URLs.

0
Top Contributor ⭐
2 years ago
Contributor
Sylvain LebelContributor

Agent notification for new solutionsClosed

Hello,Our team in charge of knowledge management need to review new solution articles published in Freshdesk. They ask for a way to get notified when a new solution article is published.Could you consider to implement notificaiton for selected agents when a new solution is posted ? 

3
2 years ago
Apprentice
zpaineApprentice

Greater control over group privacyClosed

Please provide greater control over group privacy in FreshDesk (like we have in FreshService). A couple good options:Ability to give people visibility to groups (an observer) without making them a member. (Making them a member includes them in the round robin rotation, agent list, reports, etc.) Ability to make groups restricted to only members/observers, so they are still private to people with global scope.Those two things right there would solve our main problems. But another idea is to be able to grant membership/observability not in just an inclusive manner, but in an exclusive manner (i.e. all groups except these ones).This is a great system but we haven’t been able to bring certain teams into the platform because of the inability to truly make groups private while also giving everyone else access to the groups they need without making them members! It’s very frustrating.

0
Apprentice
2 years ago
Apprentice
tyler.tufteApprentice

Solution Visibility in SearchClosed

Have the ability to hide a public solution from search results. This would be useful if you have child solutions that should only be accessed from the parent and not jumped directly to via the search.

0
Apprentice
2 years ago
Kaley White
Contributor
Kaley WhiteContributor

Edit and delete Freshworks Community topicClosed

I’d like to be able to delete, or at least edit, past Freshworks Community forum posts. I realized that some information was incorrect and had to reply in a comment with the correction.

2
2 years ago
Apprentice
AngusGENMApprentice

Reporting on Help Portal Customer SearchesClosed

It would be great if we could get a report or some kind of data on the commons search phrases being used by customers on our help portal/knowledge base. This can help inform the terminology customers are using, track common searches, re-organise the information and track any links between business activity and certain customer searches.

4
Bonnie H
2 years ago
Apprentice
dave.kavanagh_19928Apprentice

Analytics - differentiate source of article viewClosed

ScenarioRequesters view articles on the portal and on our widget. ChallengeWe don’t know which of those channels is more popular or effective.RequestTo be able to Group Article Views by the place that they were viewed in Analytics. Eg. 100 article views. 60 on Widget, 40 on Widget.Are there other sources that I’m missing? Times that an article was viewed when served by a bot, perhaps?

1
Bonnie H
2 years ago
CBrink
Apprentice
CBrinkApprentice

The ability to import tickets from pastClosed

Right now I am having to import tickets from my old system. I have to create imported tickets as if they started/ended the day of import. This is fine for customer view and archive purposes, but it’s horrible for statistics and reports. I will have 1700+ tickets that all are opened/closed on the same day. (that’s only 1 year of my 7 year ticket history)I am good importing ‘Closed’ tickets into archive and if I have some flexibility for active tickets to set past dates on Tickets and Notes it would make it stats and reporting reliable from the start. Currently I am using the API to import and I have it throttled. Stats and reporting are one of the main features we chose Freshdesk but it will be almost useless for a good period of time 

0
CBrink
Apprentice
2 years ago
Skilled Expert
ejgerkenSkilled Expert

Show/Hide tiles on the portal based on requestor group membershipClosed

While there are a number of USER_INFO. fields that can be used, one i am missing is if the requestor is member of a specific requester group. we have a multitude of departments/companies (running in MSP mode), certain employees from various of those are supposed to see a specific tile, whilst the rest is not supposed to have those displayed. So filtering based on company/department isn’t really an option, job titles differ also, basically, the existing fields for such filter aren't applicable, i filter service items already by requestor groups, works like a charm, that option also being available in filtering what tiles are and are not displayed would make things better/easier.

0
Skilled Expert
2 years ago
Jose Lopez
Apprentice
Jose LopezApprentice

Freshdesk local contact accounts MFAClosed

Currently contact multi factor authentication is not support to contacts using freshdesk local/native accounts. This can be achieved using a third party integration such as Azure Active directory. Please would it be possible to introduce MFA for contacts without the need for a third party integration.

1
ddmass32
2 years ago
Contributor
LisaLaContributor

Ability for Requesters to Favorite Services on their user portalClosed

We have several staff members that submit requests on a regular basis, almost daily, and they submit 3-5 requests over and over for other users and would like to not have to search for each request type.  They would like to be able to favorite those 5 services and have them show up on their dashboard for quick and easy access, and also use as a reminder of the tickets they may need to submit.   Creating a favoriting tool and display for requesters would be very helpful.   

0
Contributor
2 years ago
Skilled Expert
jkinnickSkilled Expert

Agent can receive transfer calls in certain custom statusesClosed

It would be great if there was an option to have custom statuses where agents aren’t available in the phone queue but are available for transfers from other agents or phone calls directly to their extension. Perhaps a sort of “stand by” option. This would be helpful for agents who are not taking live calls, but are available to take transferred calls. For example, we give our agents time daily to work on email tickets and open issues. During this time, their status in the contact center is set to “open incidents.” However, if they are waiting for a call back from a customer, and that customer reaches a different agent, the first agent has to change their status to available to receive the transferred call. This is especially an issue if there are calls waiting in the phone queue because they will begin ringing to that agent.  

1
adrianjoheni
2 years ago
HBuss
Apprentice
HBussApprentice

Navigating by date in a ticket and tag commentsClosed

As many of our tickets have a lot of comments or notes, it takes a long time to scroll, to find the button to open the ## more comments, to scroll completely down to the end or up to the beginning.It would be helpful to have a tree navigation by date and show in that line who wrote the note/comment. This also helps to deal with very long comments due to forwarded mails.Additionally, it would help to tag comments, f.e. as OOO answer, and show this tag in der navigation tree as part of the header data of a comment.

0
HBuss
Apprentice
2 years ago
shant592
Skilled Expert
shant592Skilled Expert

Custom Ticket PRefixClosed

It would be great to be able to create custom prefixes for specific incidents or request types but then associate that prefix type as an INC or SR. This would totally help our service delivery teams.  

1
Contributor
2 years ago
Contributor
xioContributor

Sort Project Tasks by Custom FieldsClosed

Please could an enhancement be delivered to enable the sorting of project tasks by custom fields?

0
Contributor
2 years ago
MTP
Apprentice
MTPApprentice

FreshCaller Mobile App Linking Call Recording to New TicketClosed

This feature was extremely useful with Freshservice but it is not available in the Freshcaller mobile app. This saves times and is useful for people on the move. Since the audio recording is there, anyone can review it at a later time. 

0
MTP
Apprentice
2 years ago
Apprentice
pmappApprentice

Add holidays by data rangeClosed

Can the ability to add holidays by date range be considered for future development? This would be very helpful in the Education sector where we closedown for up to 7 weeks at a time - many of the service teams do not work in the holidays.Or is there an alternative way to approach this? Thanks in advance for any replies or advice. 🙂    

0
Apprentice
2 years ago
Edward
Apprentice
EdwardApprentice

Average CSAT score for agentsClosed

Hi,We are looking at CSAT as a core metric for both business performance and agents performance. 1 thing that is missing is the calculation of CSAT score averagely for individual agents - this would help our performance review process a lot.Kindly take this into consideration.Thanks,Edward

0
Edward
Apprentice
2 years ago
Croy
Top Contributor ⭐
CroyTop Contributor ⭐

Freshdesk themes on marketplaceClosed

Hello, is it please possible to list the Themes available for Freshdesk (and other product) on the Marketplace OR at least have a section dedicated to this, where we can see the available theme made by your company and third party themes ?

0
Croy
Top Contributor ⭐
2 years ago
Apprentice
htageldinApprentice

Category SearchClosed

It would be very helpful to have a category search. Sometimes technicians know a sub-category or item exists but are not sure exactly where it is in the hierarchy. Having a category search function would improve efficiency.

0
Apprentice
2 years ago
Apprentice
ahintzApprentice

Add option to restore default templateClosed

Please add a method to reload default templates or settings for Agent Notifications, Requester Notifications, etc. If a template is altered and saved, there doesn’t appear to be a way to restore the default template without relying on searching the internet or creating a burner FreshDesk account to get the defaults from there.I suggest this because I edited the user activation email template (Admin Panel > Workflow > Email Notifications > Requester Notification > User Activation Email) and accidentally deleted the activation URL field. I had no way of restoring the default template (specifically the {{activation_url}} field, which isn’t listed in the Insert Placeholders window); I just guessed using Google.Concept image below with the added “Restore Default Template” button below.  Other post related to restoring default values: 

0
Apprentice
2 years ago
Apprentice
FerryantoApprentice

Child Ticket AutomationUnder Review

We have a customer that needs the automation for Child Ticket. When the Child ticket is updated, It can update the parents ticket too. Here is the use case:When the child ticket is in progress to L2, the parent ticket will also be updated to L2. When the child ticket is resolved, the parent ticket will be updated to L1.I have checked the automation and the current automation doesn’t support this workflow.Thanks.

7
alyssia.correa
2 years ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Make loaner functionallity useableUnder Review

We need a Loaner device library where we can select the device to be loaned to the users.Currently the loaner functionality chooses automatically from all devices marked as loaner and takes the first available.  So please:add another Menu point below “inventory” called Loaner Library Let the agent check out and check in loaner items including the fields “from” and “to” bound to the asset item and not to the ticket. This way we can also influence which item can be borrowed because maybe not all are ready If the Requester wants to borrow via self service, add filter options so that the we can choose mac or windows or multiple device types together instead of randomly assigning the first free item. in the ticket associate assets fly in, use the same view as for a non loaner ticket: non loaner: loaner:  

7
alyssia.correa
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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