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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
Daniel.farrugia
Apprentice
Daniel.farrugiaApprentice

Agent Previews Attachment without downloading attachmentClosed

Hi, Is it possible for agents to preview an attachment without actually downloading the attachment? Our agents are finding this time consuming and it is taking them much more time to review the queries than it used to take them on Microsoft Outlook.  

0
Daniel.farrugia
Apprentice
3 years ago
mathankumarmanibala
Apprentice
mathankumarmanibalaApprentice

Created date range in ticket get APIClosed

Hi there, Is it possible to retrieve tickets based on the date range of their creation? I'm interested in obtaining tickets that were created between [Start Date] and [End Date]. Could you please let me know if this is feasible? ThanksMathan

0
mathankumarmanibala
Apprentice
3 years ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Historical Information on Sent Emails for Account VerificationFuture Consideration

On the contacts page, it would be great if we could see the last time an activation email was sent to the user - right now, we are a new shop, so when the users were added we turned off all emails. Now that we are live with the product and most notifications turned on, we would like to know if we missed anybody after sending the activation email - there’s no way to tell in the UI. It would be cool if there was some text that just told us “Last email sent on {{date}}” 

0
mbutler
Top Contributor ⭐
3 years ago
dawydiuk
Apprentice
dawydiukApprentice

Follow Email RFC for threading, so we don't have to keep merging casesClosed

Per tech support headers are only stored for 1 week, so Freshdesk is unable to thread messages sent after 1 week. So if a customer sends an email creating a case, we ask a question, and the customer responds 8 days later there response will fork a new case and we will have to merge them. We do this a lot… A simple fix is for Freshdesk to follow RFC standards and keep headers for threading in their DB as we wouldn’t need to merge cases if they did this. The recommended work around was to modify the subject, but our Marketing team would not approve such a change as it would confuse our customers if we started changing subjects to add a case ID to work around Freshdesk shortcoming(not storing headers for more than 1 week).

0
dawydiuk
Apprentice
3 years ago
Apprentice
WinterFoxApprentice

Additional relationship mappingsClosed

I like how FreshService tries to create a single place for IT Documentation, but it’s a bit lacking in some areas. I would love to see additional relationship mappings from Software & Articles to help my team find solutions a lot easier. Being able to open up a single software application like “Salesforce”, and having a linked list of common articles like “Adding a user”, would be a nice quick way to bring them to the appropriate pages.  

0
Apprentice
3 years ago
Apprentice
matthew.osmanApprentice

Round Robin with multiple teamsClosed

We have agents who work on multiple groups, but not always working in each group. We need a way to have the agent sign in to be available for one group and not the other, but quickly switch to the other group if they are needed to work there. Scenario. User is assigned to work in group 1 and 2, but workload is low in group 2. We do not want this user to get assignment for group 2.

0
Apprentice
3 years ago
Contributor
mikhail.tContributor

Markdown Support for all areas in FreshdeskClosed

It'd be awesome to have Markdown support in all areas here. It's much faster for us to create formatted text in our responses by using Markdown instead of the formatting bar. Thanks!

32
3 years ago
Brandonjnix
Apprentice
BrandonjnixApprentice

Export list of requesters in a requester groupClosed

It would be nice to either be able to have the option to export a list of users that are in a specific requester group. Either directly when viewing the requester group from the admin console, or have the ability to build a report in analytics.

0
Brandonjnix
Apprentice
3 years ago
Apprentice
jeanApprentice

Integration with GitHubClosed

GitHub we use 'issues' to track changes in the systems, as requested by customers through the open tickets. It would be interesting if there was an integration of the 'issues' at GitHub and the FreshDesk Tickets.

37
pedralho
3 years ago
Skilled Expert
gabriel.bienzobasSkilled Expert

Analytics - Add the ability of use Company fields in the Analytics moduleFuture Consideration

It is currently not possible to use the Company fields in the Analytics module, which makes them fairly redundant and useless, at least for the time being. Please see more here: How to add/use company fields in analytics | Refresh Community (freshworks.com)Would it be possible to add this as an option in the Analytics module?Regards,Gabriel

1
3 years ago
Chris S.
Skilled Expert
Chris S.Skilled Expert

Feature Request: transfer info when changing type from SR to IncidentFuture Consideration

When you get a Service Request and realize that it should be an Incident instead of a SR, you can change the Type, but then all the info gets lost…It would be nice if Fresh could give you a popup when you change the type, asking you which info you want to keep, and that this info will go in to the Description Field of the incident. (or in a Note of the ticket)Or that this would happen automatically without choosing; so that by default, when changing the type, all the info go to the description / Note field. OR, even just a sort of Screenshot in the description field, could also be enough. 

0
Chris S.
Skilled Expert
3 years ago
Apprentice
Thomas64Apprentice

Enable requester pictures update through APIClosed

It would be nice to open up so the users pictures can be updated through the API.

0
Apprentice
3 years ago
Skilled Expert
BrynCYDEFSkilled Expert

Moderation suggestion - instead of removing comment warn submitterClosed

 I’d like to make a compl--ai nt about the way “moderation” works here.It appears as though there is a list of “k**il l” words e.g. u-- g--ly, h..a- te, etc and when a comment contains one of these words, the comment is allowed to be submitted but then never gets reviewed and AFAIK never gets published.I’d like to propose a different idea from instead of simply vanishing the comment never to be seen again and wasting all kinds of user time which could radically diminish people’s likelihood of continuing to use the platform.If a k**i ll word is detected, highlight it and ask user to change it and/or remove it.What do you think?@zachary.king @manns @JTAVOLARO @Daniel Söderlund @afautley 

6
Kamakshi
3 years ago
vyln
Apprentice
vylnApprentice

Adding multile groups in a DashboardClosed

I want to create a Dashboard to monitor the daily ticket received to our store. We’ve got 10 groups so we would like to see the numbers of 10 groups combined together. However, you only allows choosing 1 group, which is very inconvenient. I hope that you can consider making a change about this in the nearest future. Thank you so much 

0
vyln
Apprentice
3 years ago
Contributor
dcuttingContributor

Email notification to group or more than one person for unattended ticket.Closed

When a ticket is unattended for X amount of time, it can send an email. However, it is set to just send to one person. It would be nice if we could note a couple of agents, or all the agents assigned to the group. We had this feature in our old support system, and it is being greatly missed now. 

1
Contributor
3 years ago
Apprentice
Tone BiankaApprentice

Personlise My dashbord with importanat dataClosed

I have been using freshdesk for three years now. And for all those three years there is a few things we are missing.See your own SLA result in “My Dashboard”. I think all agents should see their own FRSLA and RSLA % to better understand the result of their own work and customer care.This would create create an ownership and consciousness of the result of the actual work done by ur-self. If you see your own result it would be a motivation to do better.  See tickets you follow on a wiget on My Dashbord See/search up all tickets created by you. No matter if it is an e-mail or internal ticket and if someone else is the ticketowner now (Agent). You shgould still be able to see all tickets you have created as an agent.    

0
Apprentice
3 years ago
Apprentice
Tone BiankaApprentice

Differentiate types of replies/communication.Closed

Inside Freshdesk, there are 3 background colors ( White, Grey, and Yellow) White refers to a reply from the customer (the contact). Grey refers to Public Note Replies and agent replies and Yellow Refer to Private note and forwarded reply.When a reply comes from a forwarded e-mail is shows as a private note that is very misleading.We get a lot of feedback from agents telling us it is hard to get an overview of the dialog as the internal communication and replies from external contacts (who the ticket has been forwarded to) has the same layout and visibility as internal communication (Private note)Why aren’t these replies differentiated so it is easier to see the difference, and also get the system to work better with statuses being updated correctly, state could be shown correctly, notifications would be sent correct, FR SLA etc.This is an important feature to set up as a feature request and to be developed as we all strive to deliver a user-friendly and easy system 😊

0
Apprentice
3 years ago
Antonio.muscia
Apprentice
Antonio.musciaApprentice

Priority search/filter option in the portalClosed

Is there any possibility here in the public portal, add another column with the Ticket Priority ? 

0
Antonio.muscia
Apprentice
3 years ago
Apprentice
media8Apprentice

Feature Request: Ticket View CounterClosed

Hello,I have an important feature request for you guys. We switched from Zendesk to Freshdesk... in the views we could see the number of tickets (see sample screenshots) on Freshdesk this number is not shown.It would be nice to see at a glance how many tickets you have in each view. Can you please share this?I think this feature request would be very easy to implement and a great added value for all customers!Thank you very much and best regards from Germany!  i know that you can see the number of active view in the top right corner, but i would like to see the number of tickets of all views at a glance in the list...   Thank you very much!Marco​​​​​​​

0
Apprentice
3 years ago
Apprentice
JGreenApprentice

Ticket Views CustomizationClosed

We would love to have the ability to customize our agent ticket views as we have multiple departments with different processes.  We need to be able to widen/shorten columns as well as rearrange per our needs and not have fixed columns.

0
Apprentice
3 years ago
Ashu
Apprentice
AshuApprentice

Analytics - Reporting Ability on Users ModuleClosed

As a system Admin/Business User, I should have an ability to generate report on Users Module. This will help in Managing Inactive Users and to identify the records owned by them.

1
Apprentice
3 years ago
eeha0120
Top Contributor ⭐
eeha0120Top Contributor ⭐

Convert Department drop-down in Report Incident in Mobile App to Searchable fieldClosed

Currently,  in the Mobile App,  in the Report Incident form, the Department/Company is a standard drop-down field.When there are too many departments/companies,  it is too hard to find the appropriate one.This should be a searchable field, like the available on the Ticket List filter option. 

0
eeha0120
Top Contributor ⭐
3 years ago
Maicon Spielmann
Apprentice
Maicon SpielmannApprentice

Consulta de tickets e filtros no portal do clienteClosed

Vou relatar aqui alguns pontos de melhorias e erros que ocorrem na pesquisa de tickets pelo portal do cliente. 1 - Apresentar os dados de previsão de entrega na tela principal sem necessidade de abrir ticket a ticket 2 - Permitir abrir tela com informações detalhadas do ticket sem ter que abrir ele e sair da tela onde apresentam todos os ticket. Permitir que o cliente responda por esta tela. Desta forma ele consegue ver o ultimo LOG do ticket por exemplo e responder o agente. 3 - Melhorar a tela de pesquisa de tickets. Quando seleciona por exemplo, tickets abertos e pendentes, ao digitar um texto de pesquisa, perde este filtro.  com filtro aplicado: Após digitar algo na pesquisa e pesquisar, não pesquisa somente os abertos e pendentes, pesquisa tudo:   4 - Permitir filtra pelo status do Desk

0
Maicon Spielmann
Apprentice
3 years ago
Apprentice
clarkeApprentice

New dashboard layout is not goodClosed

I don’t have any use for the three big tabs that now take up the whole dashboard. I like the dashboard because I can see updates to tickets in chronological order. It is the only thing I use the entire page for. I don’t even really use the types of tickets numbers at the top because clicking them permanently changes the filters on the tickets page. Is there any way to revert it back? 

0
Apprentice
3 years ago
geoffr
Apprentice
geoffrApprentice

API endpoint to upload imagesClosed

We have recently done a migration from Zendesk to Freshdesk.Part of the migration entailed extracting all of our Solution Articles from Zendesk and uploading them to Freshdesk.While Freshdesk has an API endpoint which allows you to upload article HTML content, unlike Zendesk, it does not have the endpoint(s) required to upload embedded images.  That means, if you have an article with embedded images, like screenshots, you need to host the screenshots elsewhere, as you can only upload the HTML.  As a workaround, I had my script upload my images to Azure blob storage.  While that works, it is a bit of a messy solution.In contrast, Zendesk has 2 endpoints, one to upload attachments and a second to associate those with an article.It would be a great help if Freshdesk had something similar, as that would help anyone who is trying to automate the uploading of knowledge articles. Regards,Geoff.

0
geoffr
Apprentice
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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