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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
mskotko
Top Contributor ⭐
mskotkoTop Contributor ⭐

Projects MenuClosed

The menu within projects seems to limit itself to show only 4 items, even though there is plenty of space. We would like to see it should use available space to display the other 2 options.  

0
mskotko
Top Contributor ⭐
3 years ago
Contributor
kristi.dennisContributor

Import/Export Canned Responses - ALL AGENTS FOR PERSONAL FOLDERUnder Review

CURRENTLYAt this time, only admins and account admins can bulk import and export canned responses.  IDEA In order for all agents to be able to easily edit or upload many canned responses at one time, We would like this feature to be available for all agent levels. It would make sense that only admins are allowed to do this for the general folder and other and other global canned responses folders. But for the personal folder, all agents should be able to do this themselves. 

2
alyssia.correa
3 years ago
marta_lop
Apprentice
marta_lopApprentice

Canned Froms in ArticlesDelivered

It would be really helpful to be able to add a canned form in an article so our customers could fill the exact form that is needed for each issue. 

2
alyssia.correa
3 years ago
hollyp
Apprentice
hollypApprentice

Ticket Update Automations - System Updated RulesUnder Review

It would be great if the options for Ticket Update Automations triggered by System Updates were more robust. 

3
alyssia.correa
3 years ago
giuliano.nora
Contributor
giuliano.noraContributor

Get FreshDesk Customer signature through APIDelivered

It would be very useful if you could get the customer signature from Service Tasks in FreshDesk through API.At the moment the customer signature is not managed in APIs. 

2
alyssia.correa
3 years ago
Apprentice
AngelaJApprentice

Left-Hand menu customization or split company/contactsUnder Review

On the left-hand side menu there is no ability to customize the section to what you want to see or have there.  I have gotten requests more recently to make the contacts and companies their own buttons rather than have to hover and select which option you want to open. like the below.  So it would be really nice if you could either customize the menu or have the ability to split the options so you dont have to use the hover all the time. 

2
alyssia.correa
3 years ago
Lubnaababneh
Apprentice
LubnaababnehApprentice

FreshDesk IntegrationUnder Review

Hello, we had a customer requirement for Sap Business One Integration with FreshDesk, We would like to know if this is a possibility .Regards

3
alyssia.correa
3 years ago
Contributor
tgiaicheContributor

Add "Time since last portal connection" in Contact pageClosed

Most of our customer creates tickets through mails and not via the customer portal.Without this "Time since last portal connection" data, I find it hard to assess the use of the customer portail (as there are no corresponding Analytics). 

0
Contributor
3 years ago
Israel
Active Contributor
IsraelActive Contributor

Can't add a Canned Response / template when editing a Phone Note.Under Review

We will like to create a template / canned response for our admin assistantes go over the call, review, so we can know what the call is about without having to listen to the recording. When you have multiple calls in a ticket you want to be able to differinciate calls and subjects. We couldn’t do it because when we tried to edit the note the canned response button is not available nor the /c. See below  

2
alyssia.correa
3 years ago
rainopik
Apprentice
rainopikApprentice

Channel limit for the Freshdesk Slack integrationDelivered

Hi!I’m trying to integrate Slack with Freshdesk and have run into a weird limitation. When I try to choose channels in the “Access Public Channels” dropdown, I’m not seeing half of the channels I have on Slack. It seems that more recently created channels are missing from the list.After chatting with support chat, I learned that Freshdesk has a 100 channel limit. As we’re currently use project-based channels in our company and have more than 180 open channels, this is a limitation that prevents us from fully using Freshdesk as a support tool. Technically the Slack API https://api.slack.com/methods/conversations.list allows to return up to 1000 channels at a time. As this is an artificial limitation without any technical reason to back it up, I kindly request the product team to consider lifting this limit.  

4
alyssia.correa
3 years ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Report OrderFuture Consideration

I have been creating several reports in FreshService for my security team - the reports look great, but one of the things I want to display is the quantity of tickets by Priority. I have worked to ensure that the color of each aligns with the same color that is used by FreshService - so everything looks consistent throughout the product. However, I noticed that there doesn’t appear to be a way to make the order of the priority consistent. Ideally, I’d like to rank the tickets in the same manner that FreshService does (eg Low, Med, High, Urgent). However, I have noticed that FreshService isn’t using that order and I cannot locate a way to even specify it within the reporting module -- unfortunately, this leads to inconsistencies and the legends aren’t even consistent within the same report amongst different graphs.Here’s the color that FreshService assigns each priorityFreshService Priorities for TicketsAs you can see in the screenshot below, I have two different charts showing very similar data, but even amongst these two charts, the priorities do not alignPriority order doesn’t matchI have tried to do some stuff with the Widget filters to attempt to get the priority order aligned, but it makes no differenceWidget FiltersBecause I took the time to ensure that the report colors match those of FreshService, I could remove the legend and it would be fine - but there’s also no way to remove the legend from the report.My Ideas:Allow for us to modify the legend order -- perfect for priorities / categories - anything where order is important Allow us to remove the legend if desired -- again, perfect for these “known” data labels Allow us to modify the color name in the palette 

2
mbutler
Top Contributor ⭐
3 years ago
Contributor
scantrellContributor

Automations > Ticket Updates: Add to available actions "Add a CC" (Request for your votes!!)Under Review

Presently when creating a ticket, automations add required email addresses in the CC field. During the course of working tickets and corresponding with the customer, the email addresses that are required as CC for open ticket notification email messages are deleted. At close of the ticket, the email addresses are required for the closed ticket email notification. The only type of automation rule that can achieve this are “Ticket Updates” rules. Unfortunately the action “Add a CC” is missing from the available Actions list. This a request to remedy and correct this.

2
alyssia.correa
3 years ago
MLJH
Apprentice
MLJHApprentice

View of related Freshchat sessions within Freshdesk ticket viewClosed

Be able to see if a particular customer has an associated freshchat ticket when agent is in the freshdesk ticket view. It's similar to how agent can see the associated freshdesk ticket in the freshchat session

2
alyssia.correa
3 years ago
JosueC
Contributor
JosueCContributor

Dynamic placeholder for images on canned responsesUnder Review

Hi there, any way to add a dynamic placeholder or something similar to add images on canned responses?We have 50 different logos, depending on the product, so now we  have the same canned response clonned 50 times, with each different logo. It would be useful to have a way to have the logo image added depending on the product of the icket where we reply.VALUE: 1 canned response to be used to reply in  50 products. something like this https://{{ticket.product_description}}/images/logos/XXXX/logo.svg Thanks for the tips!

2
alyssia.correa
3 years ago
Apprentice
NyandaApprentice

Canned Response search functionalityUnder Review

having a search functionality in the canned response settings page - at the moment I have to page through all the alphabetically listed pages to find the one I want but sometimes I don’t know what the first word of the CR is. before the update to this area I was able to CTRL-F to search the page but I can’t do that now. 

3
alyssia.correa
3 years ago
Apprentice
EraYaNApprentice

Freshdesk API Canned Responses incompleteUnder Review

The Freshdesk API lacks endpoints to delete both canned response folders and canned responses themselves. Also the list endpoint for canned response folders does not return all folders (it omits the empty ones). Which is a problem if we are trying to sync these things, since how can I ever find out the ID of that new folder. So my idea is to add DELETE endpoints for both the folders and the canned responses them selves. And additionally to return empty folders to the list folders endpoint.

2
alyssia.correa
3 years ago
Flotto
Apprentice
FlottoApprentice

Agent Template / Clone AgentClosed

I’m raising this on behalf of one of our customers.They are looking for a way to speed up and unify the process of creating new agents.For this, they’d like to have the option of either cloning agents (roles, groups, scope etc.), or creating agent templates (e.g. “1st Level Agent” with a fixed set of roles, groups and scope).

2
alyssia.correa
3 years ago
Olli
Apprentice
OlliApprentice

Enhancement requst: proactive outreach / proactive contact / proactive support featureUnder Review

make sent outreach E-mails available in time line of contact in the history of sent proactive outreach E-mails, show recipients and contant of E-Mail by clicking on the proactive outreach title

2
alyssia.correa
3 years ago
afautley
Top Contributor ⭐
afautleyTop Contributor ⭐

Link Parent/Child Software to help with versioningClosed

Currently some software companies keep the same name of their product on their install and use the version control well. see below However some companies put the version name in the title of there product install see below. this causes multiple products to be created in the discovery (this happens to Intune etc too).  If we had the ability to make a parent software and link all the versions to a single software product that would help keep track of software better.Things will need to be considered like installations on child software's will need to show in parent. same for users etc.     

0
afautley
Top Contributor ⭐
3 years ago
Gauthier
Apprentice
GauthierApprentice

Domain restrictionClosed

Today we can only whitelist 40 domains. This is a big restrictions as we want to give access to our platform to only certains domains, and we have more than 40 domains. Also, type manually this list is the best way to make error. Here is different way to address this issue : Restrict to professional account  Restrict to domain from the list of company Load this through API  Augment the limit of 40 domains

4
alyssia.correa
3 years ago
mp3
Contributor
mp3Contributor

Password starts or ends with space (or blank)Closed

A space inside the password is nice. I would like to start with a space (or blank). And a space at the end should also be possible.And I know that by using copy and paste function a space could be added or deleted automatically and will confuse the user. On the other hand dealing passwords by copy and paste is a non giong security incident. So far it is better to enter each pwd direct, in thatcase a confusion by space couldn’t happen.

3
alyssia.correa
3 years ago
Apprentice
alexbuttApprentice

Global GDPR compliance among regional helpdesksClosed

I have helpdesks in multiple countries, both in and out of Europe.  Since Contacts are globally shared by agents without restriction, agents outside Europe can view the personal information associated of European contacts.I have to imagine that others have the same issue.  Is my situation unique?Obviously, ticket data is separated by Groups.  Why can’t we do that for Contacts?I mentioned this to Fresh desk many times but they do not take the issue seriously.

3
alyssia.correa
3 years ago
adrianna.miller
Apprentice
adrianna.millerApprentice

Ability to have multiple emails for agentsUnder Review

Allow agents to have multiple emails linked to their agent profile just like requesters. For example, my company has 2-4 email alias since we have a company email and a product email. Would be very helpful to allow all of these emails to be under one agent profile.

3
Daniel Söderlund
3 years ago
Skilled Expert
stuartwilkieSkilled Expert

Alphabetize options in Ticket FieldsUnder Review

We have added a number of Ticket fields, and over time - the list of options has grown. It would be great to either have an option in the Ticket Fields > Field Editor to Alphabetise the options in each field - or automatically do this in the ticket form. It is a nightmare to try and drag/drop these in the editor screen to try and get them back into order

2
alyssia.correa
3 years ago
Apprentice
sam.davisApprentice

Allow multiple customer contacts to be associated with a ticket.Closed

We usually have multiple people who need to be associated with a ticket. Usually it centers around testing in their respective areas of the organization. It would be nice to allow multiple contacts to be associated with a single ticket.

41
3 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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