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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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a.kislicyn
Contributor
a.kislicynContributor

To export all these FCR tickets in dialog format as a question-answerClosed

 There is an FCR section in Analytics, and it leads us to links to tickets. So I have to open each ticket manually and read the dialog, but I think the easiest way is to export all these FCR tickets in dialog format as a question-answer.  

0
a.kislicyn
Contributor
3 years ago
Apprentice
FerryantoApprentice

Track Related Conversation by Conversation ID or Interaction IDClosed

Freshchat can show Conversation ID and Interaction ID from the Analytics Underlying Data but it can’t be tracked. Can we have a feature where Freshchat could track the related conversation from Conversation ID or Analytics ID.

0
Apprentice
3 years ago
Contributor
Andriana0406Contributor

Load Balance reportingClosed

Load balance assigning has been activated for our account and we want to have a report on the ticket volume each agent got per week/month etc.It looks like the "assign type" metric indicates the assignment type enabled for a particular group and not the mode via which the tickets were assigned. For example, if I filter my tickets based on Assign Type > round_robin, it would show me the tickets that belong to the group for which round_robin is enabled.The legacy load balanced assignment is being considered as round_robin by design, and hence it is being shown as such in the reports.However, it looks like there is no way to know the actual count of tickets that were assigned via load-balanced assignment.

0
Contributor
3 years ago
septian_firnando
Apprentice
septian_firnandoApprentice

Improving Freshdesk's Email Functionality: Requesting a Reply to the Last SenderClosed

In common mailboxes like Gmail, Outlook, etc., when someone replies to an email thread, the system automatically directs the reply to the last sender and includes all recipients in the thread (not just the last one) in the CC field.However, in Freshdesk, the email always replies to the original requester regardless of who replied last in the thread.Therefore, we would like to request that the system be able to reply to the last requester and include all recipients in the CC field.

0
septian_firnando
Apprentice
3 years ago
andresmejia84
Apprentice
andresmejia84Apprentice

Transversal canned answers between freshdesk and freshchatClosed

Hi there!. It would be nice to use the freshdesk canned answers in freshchat. Today we have to build them from scratch in freshchat, and most of the times we use the same y both plattaforms.

0
andresmejia84
Apprentice
3 years ago
andresmejia84
Apprentice
andresmejia84Apprentice

Surveys for FB, IG and WhatsApp chatsClosed

Hi there!.. Would be nice to have surveys after a FB, IG and Wsapp chat is resolved. Tnks!

0
andresmejia84
Apprentice
3 years ago
Skilled Expert
Jerome.HaynesSkilled Expert

Add Escalate Button to agent UIClosed

HI,Rather than relying on scenario automations, the ability for the agent just to click an “escalate” button and the admin decides on the behaviour of that button per group would be particularly useful. ThanksJerome​​​​​​​

1
reuven
3 years ago
Grant
Apprentice
GrantApprentice

Undo ticket mergeClosed

Option to split or undo a ticket that was merged accidently. 

1
reuven
3 years ago
andresmejia84
Apprentice
andresmejia84Apprentice

Freshchat for TweterClosed

Would be nice to have tweter integration on freshchat. Live chat interaction with clients.Zendesk has it.

0
andresmejia84
Apprentice
3 years ago
MadKip
Apprentice
MadKipApprentice

Merging Parent ticket with child tickets to another ticketClosed

It would be great if it could be possible to merge an excisting parent ticket with child tickets with another email with the same email adress. I do have sometimes 2 or more tickets in correspondence with one customer and can not merge them anymore because my parent tickets has already child tickets. This is very annoying and confusing to work with. It would be highly appreciated if this could be fixed by Freshdesk. Thank you for considerung. 

1
Bassdrone42
3 years ago
andresmejia84
Apprentice
andresmejia84Apprentice

Portal form name as a field for manupulationClosed

Hi there.. I suggest you include the portal forms name to be user as a field in the agents ticket view, so we can use it as a filter, or hide fields condition and others.

0
andresmejia84
Apprentice
3 years ago
Active Contributor
ArnoldGActive Contributor

FreshDesk Analytics ReportsClosed

It would be ideal to have a way to track reports within Analytics per:when was it last viewed who last viewed the reportThis would help in maintaining the reports to just the current ones, and deleting those no longer being used/needed.

0
Active Contributor
3 years ago
Apprentice
dallinApprentice

Sync Quickbooks Contacts and Companies with FreshdeskClosed

I can export my Quickbooks contacts and companies into CSV files and then import them manually into Freshdesk, but it would be far better if I could sync the two, so that if I add a new customer to Quickbooks, he also is added to Freshdesk.

1
Jitendsh
3 years ago
evlo96
Skilled Expert
evlo96Skilled Expert

Ability to make entries in time logs mandatory before closing a ticketClosed

It would be really nice to have the ability to make entries in the time log of a ticket mandatory before being able to close/resolve. 

3
3 years ago
Skilled Expert
Jerome.HaynesSkilled Expert

Support Contract Hours (Block Hours) And Analytics ReportingClosed

Hi, Similar to these requests and even a basic implementation at first like this one and enhancements as I outline below would be great. 3 similar ones below. The ability to modify/reset etc the hours on a monthly basis is pretty key though, as if you have a customer for a 2 year contract you may agree you give 5 hours a month so it needs to auto reset or atleast force you to modify this at the end of the month manually.    The ability to set an amount of hours the customer can have per month (Or quarter) and the time logs feeds into that.EG: You set company A to have 10 hours of support in a month. Agents log time entries on various tickets and use 5 hours. That company now has 5 hours taken away from the 10. At the end of the month you can either choose to: Reset ​​their hours Carry over their hours Custom modify the new set rate for the next set month (You may agree with the client in a certain billing instance you will give them 5 hours for free next month, or even take away hours)This would all feed into analytics reporting where you could see hourly usage per customer in a time period. ThanksJerome

0
Skilled Expert
3 years ago
Petermonks
Apprentice
PetermonksApprentice

Revert recent Automation Email change - emails into ticketClosed

A recent change has meant that when we use Automation to fire an auto-response email to a new ticket request, the system is now by default adding the (same) templated auto-response to the users tickets.Whilst this is fine, in practice it has the effect of crippling a nice piece of existing functionality - that being that when the agent hovers over a ticket in the list view - the last ticket activity is shown by default - so in this case now instead of having a useful preview of the new ticket, all the agent sees is the systems own auto-response - as you can agree this is much less useful. Can this be removed?

1
Skilled Expert
3 years ago
Skilled Expert
Jerome.HaynesSkilled Expert

SLA Escalation AutomationsClosed

Hi,Currently the SLA section lets you notify based on different levels (Level 1/Level 2 escalations etc) - which is useful but the ideal would be that it auto assigns the ticket to a escalations group you specify or an agent too. In the automations section to my knowledge you can only do this via a ticket update automation SLA breach happens. Really you should be able to assign tied to the different levels specified in the SLA policy.ThanksJerome​​​​​​​

0
Skilled Expert
3 years ago
Skilled Expert
Jerome.HaynesSkilled Expert

Ability to only show field when certain type is selectedClosed

Hi,Another major missing functionality is the ability to only show a custom field when a certain type is selected, especially at the dependant field level.For example​​​​​​​:If you have a “tracking link” field. You want this to be hidden only if you select a dependant set of fields - EG:​​​​​​​ Show “tracking link” if “Hardware” > “Delivery” is selected ThanksJerome​​​​​​​

1
Skilled Expert
3 years ago
Skilled Expert
Jerome.HaynesSkilled Expert

Native checklists in ticketsClosed

Hi,Similar to this: It would be really useful to be able to have this in freshdesk. I believe there was an app called steps that did this that has disappeared.This really should be a native app. The “to do” app in freshdesk is limited, there’s no way to enforce an agent ticks anything on the to do and essentially there’s no ability to write a specific to do checklist for a specific ticket type (Preferably with the ability to go granular via dependant fields)​​​​​​​Thanks​​​​​​​Jerome

1
Skilled Expert
3 years ago
Skilled Expert
Jerome.HaynesSkilled Expert

Export KB Articles as PDF NativelyClosed

Hi, Freshdesk really needs the ability to export a KB article to PDF natively. ThanksJerome​​​​​​​

0
Skilled Expert
3 years ago
Skilled Expert
Jerome.HaynesSkilled Expert

Ability to report properly on linked tickets and associatedClosed

Hi,A major missing feature is the ability to report properly on linked tickets in analytics. Ideally you should be able to report on the tracker ticket with a table showing all the associated tickets below it. This feels half implemented given you can do this on the ticket view > linked tickets itself.Similar to this request: ​​​​​​​ ThanksJerome​​​​​​​

0
Skilled Expert
3 years ago
Skilled Expert
Jerome.HaynesSkilled Expert

Ability to edit contact on ticket via automations and apiClosed

Hi,A major missing feature is the ability to to edit the ticket contact via automation and api after a ticket is created. If there is a generic address - eg: alerts@website.com you then have to edit the contact manually afterwards- being able to automate this would greatly help. ThanksJerome

0
Skilled Expert
3 years ago
Skilled Expert
Jerome.HaynesSkilled Expert

Time Log Automations and api accessClosed

HI,A major missing feature is the ability to auto add or modify time logs to tickets via automations. Additionally using power automate/zapier adding/modifying time logs is not available, this also needs adding. ThanksJerome​​​​​​

0
Skilled Expert
3 years ago
Clr
Apprentice
ClrApprentice

Make customer tickets visible on company basisClosed

User StoryAS a Support AdministratorI WANT that all the users (contacts) belonging to the same company can see all tickets belonging to their company in the PortalSO THAT contacts can have their own private credentials and collaborate on tickets ExampleAlice and Bob both work at Poney Corportation. If Alice open a ticket, Bob should be able to see it in the Portal.If Charlie work at Meerkat Corporation, he cannot see the tickets from Alice and Bob because he belongs to a different company. BackgroundThis is for B2B

3
Jan Plumer
3 years ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Enable use of Liquid expressions and ticket fields in task due datesClosed

We have workflows on specific ticket types that add a list of tasks that must be accomplished.  We are forced to set a due date for those tasks but can’t key off any fields or use liquid expressions to set the due date.  This would be a game changer!Use Case:We receive a departure notice that contains a departure date.  We want to assign tasks for closure of accounts, collection of equipment, cancelation or port out of mobile device service, etc.  Based on the departure date we want to intelligently set the due date of each task:Closure of accounts = departure date +1collection of equipment = departure datemobile device service = departure date -1 (allows time to release the number if they are keeping it)etc.

0
kpatterson
Top Contributor ⭐
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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