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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
Apprentice
joachim.pauliniApprentice

Download portalClosed

I would love to have a dedicated download area for customers in freshdesk. Currently the "Solutions" can be used for this, but the functionality is limited.The text "Solutions" doesn't really describe it, it needs to be a separate itemThe size of files is limited to 15 MB, that's not enough.Access to download files needs to be restrictable to specific customers and/or companies. Currently in "Solutions" you can restrict the access only on a company basis, which is not sufficientIt would be good to have a download log with the information which file has been downloaded when and by which customer. 

12
3 years ago
julia.a
Top Contributor ⭐
julia.aTop Contributor ⭐

Facebook message character limitClosed

The Facebook API only lets you sent messages up to 2,000 characters, yet Freshdesk does not respect this limit.You appear to be able to send a long facebook message but if you send it by clicking ‘Send & Closed’ or ‘Send & Solved’ you will never see the error message that’s being displayed inside of the ticket until the customer is reaching back out asking why they haven’t received a reply yet.Only this generic message is being shown within the ticket - trying again after some time won’t help though if your message is too long:Freshdesk should show a warning in the editor like ‘Facebook messages can be up to 2,000 characters - please shorten your message’ and block the ‘Send’ button when the character limit is exceeded.This would also make this idea not relevant anymore: 

1
julia.a
Top Contributor ⭐
3 years ago
Contributor
martrevisanContributor

Print Ticket - ActivitiesClosed

When printing a ticket to pdf, it would be ideal to have ALL details including the Activities Log. This would be the only way to show the actual ticket and the timings of when it was created and when there was a status update and when finally the ticket was resolved.

0
Contributor
3 years ago
Jeff Santos
Apprentice
Jeff SantosApprentice

Print Underlying DataClosed

It would be a nice feature to be able to print/send to PDF/Excel underlying data in all analytics being created.

1
Kamakshi
3 years ago
Apprentice
mpetrzelkaApprentice

Filtering tickets on Customer PortalClosed

While agent portal is great in terms of filtering and it's very well arranged - on the customer portal you can only filter open or closed tickets and that's it.Why is it such a big issue to add a few more filtering capabilities? At least by ticket status, dates and contact (who created). I have seen numerous similar requests like this on this forum but for some reason they are ignored by the Freshdesk team.Thanks for considering!

4
3 years ago
Apprentice
rynerApprentice

UNDO sending emailClosed

Currently the UNDO sending the email is only available when sending and closing. I’d suggest expanding the UNDO option when sending and [leaving pending, waiting for customer, resolved, etc.].

1
Kamakshi
3 years ago
kevin.c
Apprentice
kevin.cApprentice

CSAT Follow Up EmailClosed

Hi Freshworks Team,Our customer wants to send a follow up email to their users if they have not provided the CSAT ratings after a particular timeframe.  Thank you.

0
kevin.c
Apprentice
3 years ago
Chris S.
Skilled Expert
Chris S.Skilled Expert

Search for Companies by numberClosed

Use case:You have a B2B-Freshdesk environment with a few thousands of contacts, and a few hundred of companies in it. Some of these companies have multiple buildings in multiple cities/countries.All the companies have a number → a Customer Number per Location and CAN have multiple Contacts.Now, you are mailing with a contact and find out that he/she is not connected to a company.You want to add him/her, but when you tick in the name, you get all the 50 locations.It would be a lot easier to search on the customer number, because you know that one by heart. I've created a custom object with all the companies in it, but I can't search on these fields. I did a check with Partner support, and they told me that this was not possible.So, the feature Request would be; make a custom field in the customer company fields searchable.   

1
karren-becker
3 years ago
Joshua.Lawrence
Top Contributor ⭐
Joshua.LawrenceTop Contributor ⭐

Default DashboardClosed

Ability to switch the default dashboard to a custom created dashboard for agents or groups

0
Joshua.Lawrence
Top Contributor ⭐
3 years ago
laura_armstrong
Apprentice
laura_armstrongApprentice

Allow manual refresh of dashboard/reportClosed

Reports/dashboards built in the Analytics tool should allow for a manual refresh of data. It is widely frustrating that I have to wait an undetermined amount of time for the data to refresh automatically. You should also show the time of last refresh. These are basic features of analytics tools and dashboards and are standard functionality in Salesforce Service Cloud, FYI. 

1
AaronParker
Skilled Expert
3 years ago
AaronParker
Skilled Expert
AaronParkerSkilled Expert

Hiding GroupsClosed

Hey all!We have many groups using our FreshDesk account and there are cases where being able to see all the groups available in FreshDesk is confusing to agents part of one group who will never need to interact with another group.Is there any way or any app that can be installed which would hide groups tickets can be assigned to if they already are in a particular group.Thanks. 

0
AaronParker
Skilled Expert
3 years ago
Skilled Expert
BrynCYDEFSkilled Expert

Change visibility setting for notes on ticketsClosed

Hi FWI think it would be quite useful to have the ability to change the visibility status of a note (private to public).As it is now, once a note has bee added to a ticket you cannot change the visibility setting - private notes (and merged tickets and forwards and emailed updates) stay private and public notes stay public.  Our only option is to delete the note and recreate it with a different visibility setting - or copypasta for replies since deleting them is not ideal.This is especially problematic with Merged tickets - I think I can override the default behaviour and set it to public (will have to check) but it’s too late those tix that are have the private note….Thanks for considering!Bryn

4
3 years ago
Apprentice
MorrisvanEedenApprentice

Refer to different paragraphClosed

We use Freshdesk for our customer support and also publish manuals on it. We want to refer to a different paragraph within the same manual. This way we don't have to maintain a recurring text.

0
Apprentice
3 years ago
Apprentice
Barry_ZaneApprentice

Customer Account StatusClosed

Enhancement suggestion is to have customer account status such as Acitve, Pending, and Expired Active would be for all currently active customers allowing full access to support portalPending - Similar to activeExpired, retains all previously submitted tickets, however blocks all contacts from the company from logging in to support portal. Also sends email to portal admin or someone else that an attempt was made by (contact name) to log into an expired account/

0
Apprentice
3 years ago
Contributor
hewittmatthew85Contributor

Related tickets featureClosed

Often we find it useful to indicate a link or relationship between two or more tickets, that could be for the same or related/similar issue. That could be for a different reporting contact/customer, and any of the “related” tickets might already be resolved.Currently, we end up adding related or similar ticket IDs in the summary of the ticket, but then you need to do the same in both tickets if you want to convey this relationship from both directions.  I don’t want to link to a tracker or use parent child, but simply provide a convenient way of viewing and navigating between tickets that would compliment each other, or add some background, and not simply rely on ticket IDs or hyperlinks in the summary, or a reply/note.

0
Contributor
3 years ago
dwinanisaatriana
Apprentice
dwinanisaatrianaApprentice

Feature Request: Freshchat Instagram Comment Replies into Instagram Comment SectionClosed

Hi!We have one of a big brand customers who has renewal consideration towards the requests to Freshchat Instagram comment replies, that when the customer reply it through Freshchat, the comment will be showed up in the Instagram Comment Section and not instead of Instagram DM.We were also suggested to raise this discussion on the Community Forum, so this feature can be considered in the future product roadmap that may related to other global customers or users of Freshworks.Please do keep us updated.Thanks.

0
dwinanisaatriana
Apprentice
3 years ago
Contributor
Randy.LContributor

Round RobinClosed

Seeing the “queue” for round robin would be helpful. Who is the next agent that will receive a ticket? Also, to have the ability to change the queue. Suppose we receive a ticket assigned to an agent that needs to be re-assigned to the support manager. That agent just lost their turn in the round-robin after reassigning that ticket. Also, if an agent changes their status to unavailable even for a 15-minute break, they are sent to the back of the line. If a ticket comes in and is marked as spam the user also loses their turn. Once the ticket is marked as spam the user should be put back in the que.

0
Contributor
3 years ago
Apprentice
AWCSDTApprentice

Group Status via Web HookClosed

We use webhooks to lite lights in the ceiling above call groups when tickets come in.  It would be helpful to to have a variable that can be keyed based on the Department/Group that Give the Highest priority ticket that is not yet handled in the system for that group.  IE:  Urgent, High, Medium, Low.  That way we can have the light change color to indicate the priority of any waiting ticket.  If no waiting ticket it would be OFF. 

0
Apprentice
3 years ago
Contributor
s.woodrowContributor

Retain CC email address on PortalClosed

Hi thereWhen a customer raises a ticket on the the Freshdesk portal, they add in a cc in the email address, however they have to type it in each time.Is there a way for Freshdesk to remember previous ones used and pose a suggestion?ThanksSteve

0
Contributor
3 years ago
Apprentice
eleveld.rApprentice

Conversational portalClosed

Being able to search for everything and not having to select whether it's a question/issue or something from the service catalog.

1
Apprentice
3 years ago
Active Contributor
gdavid16Active Contributor

ticket conversations and timeClosed

it would be great to have conversations and time entry notes all in one place. (maybe under activity or something). but in a way where we can view the overall activity on a ticket without having to go back and forth between different sections to see what was done last and in what order.

0
Active Contributor
3 years ago
Apprentice
alan.bellApprentice

API include stats for search endpointClosed

Having ?include_stats available when using the /api/v2/search/tickets endpoint would allow for some additional useful information to be returned when using this endpoint. 

0
Apprentice
3 years ago
malokt

Ability to Set Default Formatting in Knowledge Base Articles and TEMPLATESClosed

We would like to set a particular font, font size, color, etc so when we click to create a New Article, it will automagically match our formatting conventions.Also, TEMPLATES should be available in Freshservice like it is in Freshdesk 

0
3 years ago
Techniece
Contributor
TechnieceContributor

Docusign Orch - Get Envelope statusClosed

I would like the ability to use the Workflow Automator to check the status of a DocuSign envelope.Now that we can use time based workflows, I would want to close a ticket when an envelope that I sent out by way of the workflow automator has been signed.  

0
Techniece
Contributor
3 years ago
Apprentice
MondzApprentice

Conversational Portal / Chat BotClosed

HiMy end user are getting stuck when using the chat bot to log helpdesk requests.When using the bot (Freddy) end users have 2 ways to log tickets1 Service Catalog2 Question / IssueLets say I have setup a form in option 1 (Service Catalog) for users to select which ring groups they need to be in.The users don't know what option this has been set up under and keep selecting question / issue so are not finding any forms that we have set up. Is it not possible to have a search bar that looks at both options in the same search this would make much more sense and would be user friendly for end users. Thank You

0
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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