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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

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SpadeCR
Skilled Expert
SpadeCRSkilled Expert

Favorites - Asset ViewClosed

We can “star” our favorite Ticket Views but cannot “star” our favorite Asset views. 

0
SpadeCR
Skilled Expert
2 years ago
rsato400
Community Debut
rsato400Community Debut

Custom Fields in the Ticket ListClosed

Hi there, I would love to have our custom fields in the ticket list. Some of our tickets can be taken care of by just viewing the custom fields. As of now, we would have to click into the ticket to just view some custom fields. If we could just view it from the ticket list, it would make our department more efficient.

0
rsato400
Community Debut
2 years ago
AaronParker
Skilled Expert
AaronParkerSkilled Expert

Ability to execute Time Based Automations in FreshDesk after 30 DaysClosed

Hey all,I am needing to create a custom tickbox field which when ticked I would like after 2 years to trigger an email to the requester explaining their time period has expired and they should get back in touch to re-order.However when speaking to Support they have explained this can only be done for tickets that are 30 days old or less and could not be done with this time period.Anybody else wishing to running time-based automations for more than 30 days ago? Does anyone else have any suggestions to achieve what I am after?Thanks!

0
AaronParker
Skilled Expert
2 years ago
Magnus Reinel
Top Contributor ⭐
Magnus ReinelTop Contributor ⭐

Associated service - Make it available in reports, business rules and workflowsClosed

Hi!Associating a service is mandatory when creating a Status page notification, but we cannot create reports on e.g. how many tickets have associated services, and use it to group the reports etc.We cannot use a business rule to e.g. make it mandatory to associate a service when you promote an incident ticket to a major incident.We cannot use it in workflows to automate some of the work.

0
Magnus Reinel
Top Contributor ⭐
2 years ago
Apprentice
Mill-WDCApprentice

Parent Child - sending out updates to all requestersClosed

I know it’s possible to add a note to the parent ticket which then is copied to the child as a private note but this is no use when we want to update all requesters to let them know how their issue is progressing.It would be really useful if there was a way to add a public note to the parent ticket which then also added a public note to the child tickets.  Currently we’re having to use bulk update which is very time consuming and clumsy.Thanks

1
Top Contributor ⭐
2 years ago
marc atkinson
Apprentice
marc atkinsonApprentice

CAB Hub agendaClosed

When a CAB id scheduled and you can send out notice to recipients it automatically produces a table listing the change and  a few key fieldsThe nicely presented list although the change number and description are what we need the priority adn risk would be better as change owner and customerWould be great if you could configure what you showed in this list.  

1
2 years ago
shahraiz972
Apprentice
shahraiz972Apprentice

AI Revolution in Customer Service with FreshworksClosed

In the world of customer service, Artificial Intelligence (AI) is reshaping the game. With Freshworks leading the charge, businesses are experiencing a transformative shift in customer engagement.AI's Impact: Personalization: Freshdesk's AI enables anticipatory service through personalized interactions. Efficiency: Freshworks' AI automates tasks, leading to faster responses and improved efficiency. 24/7 Availability: Freshchat's intelligent chatbots provide round-the-clock customer assistance. Join the Conversation:Ready to explore the possibilities of AI in customer service? Join the communityto be part of the<a href="https://justgroup.link/usa-whatsapp-group-links/">discussion</a> . Share insights and together, let's redefine customer service for the digital age.Conclusion: Redefine with FreshworksAI isn't just a trend; it's a strategic imperative. Freshworks equips businesses to exceed customer expectations. Embrace AI today with Freshworks as your partner and join our community for a revolution in customer service.

0
shahraiz972
Apprentice
2 years ago
Active Contributor
SciBruceActive Contributor

External URL articles in Support PortalClosed

Exactly as you already have in Freshservice, but in Freshdesk.  The replication of info isn’t exclusive to service desks.

1
Anabela
2 years ago
Apprentice
MikeBeirensApprentice

CFR Default setting new requesterClosed

I would be great that all new requesters created with a discovery probe, the default setting Can see all tickets from this department is by default turned on. Now we should have to edit one by one to activate, what is not very productive.Also a request to change some settings in bulk.Is there a way to solved that without modify each requester individual?Thank you!

0
Apprentice
2 years ago
Kaley White
Contributor
Kaley WhiteContributor

Attachments in Proactive OutreachClosed

I’d like to include attachments in Proactive Outreach emails.

0
Kaley White
Contributor
2 years ago
Kaley White
Contributor
Kaley WhiteContributor

Sort tickets by last customer response timeClosed

I would like to sort a ticket view by the “Customer responded” timestamp. 

0
Kaley White
Contributor
2 years ago
rrufener
Apprentice
rrufenerApprentice

Add Forwarding as an Action in AutomationsClosed

I would like to request that Forwarding be an option in Automations, specifically in the “Perform these actions:” section. This will allow the entire ticket thread to be sent to a designated contact when triggered, for example, when a ticket is marked resolved or closed. 

0
rrufener
Apprentice
2 years ago
rrufener
Apprentice
rrufenerApprentice

Add Ticket Summary to AutomationsClosed

I would like to request that Ticket Summaries be added as an option in the ticket Automations section of the Admin settings. I specifically would like to see it as an option in the “On tickets with these properties:” area, similar to how Subject of Description operate. I would also like to see it as an option in the “Perform these actions:” area, specifically in the “Send email to...” options as a Ticket Placeholder. 

0
rrufener
Apprentice
2 years ago
Contributor
RyanO727Contributor

Workflow Due Date add X number of DaysClosed

I see that in workflows that I can set a due date to a specific date but I would like to see the ability to set the due date out to a specific number of days.Example:Group on a ticket is changed from Group A to Group B, once assigned to Group B advance the Due Date out 28 days. Thank you.

4
Contributor
2 years ago
Active Contributor
Paul123321Active Contributor

Discovery Agent - Make the asset fields configurableClosed

Currently, we use the discovery agent and probe to populate our asset inventory.When a laptop is discovered, it will use the model to populate the product field, for example Latitude 5530. We have different SKU's, and would like to see these as different products.Our Latitude 5530 with 128gb storage and a I5 CPU should be able to be different from the Latitude 5530 with 512gb storage and a I7 CPU. When I update the product name and/or create a new product and switch the products tot the new SKU, it reverts back to the original Model. I would like to be able to configure the Discovery Agent so it discovers, but does not update fields I manually edited. The option to not update certain fields at all would be great as well.   

2
Active Contributor
2 years ago
Active Contributor
Paul123321Active Contributor

Expand Discovery Agent capabilitiesClosed

The Discovery Agent currently reads most hardware specifications. Some new specifcations that might be usefull to discover;Keyboard Layout - Currently we cannot see if a certain product might be used by our Belgian or German collegues Also the ability to edit the mapping of certain fields might be usefull, for example the same as currently is done with the Probe and user mapping      

0
Active Contributor
2 years ago
McGriff
Contributor
McGriffContributor

FAQs As A Standard Feature Without The Need For Portal CustomizationClosed

According to answers given by FW support, to create a FAQ Section like the one found on FW support page (see below) it requires “extensive customization”. This should be a standard feature, not a project requiring hiring developers to add this basic functionality. https://support.freshdesk.com/en/support/solutions/folders/7

0
McGriff
Contributor
2 years ago
ken-proradis
Apprentice
ken-proradisApprentice

Improve analytics functions and operatorsClosed

I liked the possibility to create custom fields and functions in Freshdesk Analytics, but I like to suggest some pretty basic improvements.Even though I can subtract values, it is impossible to make operations on negative values.I can't use ADD_DATE(Created date, -7). One other thing I tried is to create a "Quarter" field like:CONCAT(YEAR(Created date), "Q", CEIL(MONTH(Created date) / 3))Analytics doesn't allow to convert integer to string.

0
ken-proradis
Apprentice
2 years ago
Top Contributor ⭐
RazorTop Contributor ⭐

Automated workflow triggering based on different time eventsFuture Consideration

I don’t know if this is on the roadmap to implement into Freshservice but we’d like the ability to trigger a workflow after a certain amount of time or at a specific time after a ticket has been created as well as expanding scheduled workflows to be able to trigger hourly instead of just daily, weekly or once.I know you can set up Supervisor Rules based on hours since a ticket has been created for example but it would be nice to have this same behaviour for workflows.

2
Top Contributor ⭐
2 years ago
Andy.Brooke
Apprentice
Andy.BrookeApprentice

Tickets resolved on specific dayClosed

I have been looking at tickets resolved and keeping track on numbers but there seems to be a simple feature missing from ticket searches and filters. Could we have an update where you can search for tickets resolved by agents on a specific day? Currently there is no way of doing this apart from a report, which you then cannot add to the dashboard and also doesn’t update unless you go into it and re-run it. 

9
AaronParker
Skilled Expert
2 years ago
Top Contributor ⭐
BartVBTop Contributor ⭐

export tickets by last modificationClosed

 Please see my suggestion for improvement:  In export, I would like to filter by last modify date. So I can download anything change since last download. Thanks in advance for consideration. 

2
zachary.king
2 years ago
Apprentice
FerryantoApprentice

Freshdesk Merge OptionClosed

I raise this on behalf of our customer. Can we have a enchancement where admin is able to disable the checkbox when the specific agent tries to merge a ticket? As there are no activities that showing the Agent check the box or not.  Thank you.

1
eko
2 years ago
Kaley White
Contributor
Kaley WhiteContributor

Bug report: Change contact company to new companyClosed

Replication steps:1.  Create a contact and set the company to an existing company.2.  Edit the contact’s company to be a new company. Save.3.  Note that while the new company is created, the contact’s company remains unchanged 

0
Kaley White
Contributor
2 years ago
mskotko
Top Contributor ⭐
mskotkoTop Contributor ⭐

Export All Underlying DataClosed

When looking at underlying data within a widget in Analytics, the “Export” function only exports what is currently showing on the page. This means you are limited to at most 60 results per export if you modify the page view.The option should exist to either display “All” on a page as opposed to 20, 40, or 60 or the export button should allow for the option to export all.

3
mskotko
Top Contributor ⭐
2 years ago
Apprentice
NathLeeUKApprentice

Projects API should include time entriesClosed

I’m trying to pull data from the API on projects, one key bit of information it’s missing is time spent on each task.

0
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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