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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

Filter by idea status

Filter by product

8951 Ideas

Back to top of the list
Apprentice
janmApprentice

Search within pdf files attached to ticketsClosed

Is it possible to have search results from attached pdf files (OCR) when agents search in tickets?We receive orders etc. where all information is contained within the PDF and we need to search for serial numbers within the pdfs.I have found another topic almostr tidentical, but searching the knowledge base: "Search in PDF documents attached to solutions"But it has no solutions/Jan

4
julia.a
3 years ago
Contributor
HoopermanContributor

Team dashboard and 'me' filterClosed

Hi there,it would be really helpful to increase functionality of the team dashboard by adding ‘me’ filter. In my use case agents have to switch between “My dashboard” and a custom made team dashboard to get the full picture.There is an older request about the same topic but was archived after this comment:“At present, The custom dashboard does not take into account, the 'me' filter. We have received quite a number of requests to accommodate this and you should be hearing from us soon in the near future.” Are there any plans to bring more functionality like ‘me’ filter to team dashboards or to implement a customizable “My dashboard”?Thanks.

0
Contributor
3 years ago
malokt

Allow for Configuration of Read More/Less Toggle in Service CatalogClosed

In the Service Catalog Description, there should be a setting to configure:whether the Read More/Less toggle link is present if present, which option is set as defaultMost of our descriptions will have pertinent information that our users will not see without clicking the Read More link, which many of our users won’t do.

0
3 years ago
Apprentice
henrikhargedahl

Node support 14.x to 18.xClosed

Hi,you should update the code to support Node 18.x instead of the very old 14.x. Running 14.x is not recommended due to security concerns.RegardsHenrik

0
Apprentice
3 years ago
AyotolaCarry1st
Apprentice
AyotolaCarry1stApprentice

Enhancement of Conversation Label in AnalyticsClosed

Turns out when checking Conversation Label reports on Freshchat, you can’t view the tickets or chats received under each label. You can only view the numbers received. While number is important, it’s also helpful to be able to view the trend of conversation or issues reported under each label. It would be helpful if we can implement it just the way it looks for Freshdesk under Ticket Volume Trends whereby you can filter by Type and view the tickets received under each type.   

2
AyotolaCarry1st
Apprentice
3 years ago
reuven
Skilled Expert
reuvenSkilled Expert

I can't edit an idea once it's sent!Closed

no way to edit ideas afterwards

1
alyssia.correa
3 years ago
reuven
Skilled Expert
reuvenSkilled Expert

Go back to the same screen (when showing multiple screens) after editing a scenario.Closed

Right now after an edit it goes back  to the first screen when there are multiple screens of scenarios, instead of continuing where one left off.

0
reuven
Skilled Expert
3 years ago
vvl
Apprentice
vvlApprentice

Auto Convert Calls into TicketClosed

We are looking for a way to automatically convert calls into tickets right after the call is hung up.Currently, when there is a call queue and the agent does not save the notes (because the agent have to answer another call) and they have to run through the call history again then create the ticket manually.

1
3 years ago
rgoguen
Apprentice
rgoguenApprentice

Calendar App - Schedule meeting with Requester should create an actual Teams meetingClosed

Currently, when using the Calendar App - Schedule meeting with Requester feature, the meeting created in the Outlook calendar only includes a link to the ticket, there is no link to join any meeting.The Schedule meeting with Requester feature would be usable if it would actually create a real meeting with a link to join, for example a Teams meeting or a simple Outlook meeting.Thanks  

0
rgoguen
Apprentice
3 years ago
gzimmerman
Active Contributor
gzimmermanActive Contributor

GDPR Compliance Across 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 Freshdesk many times but they do not take the issue seriously.

0
gzimmerman
Active Contributor
3 years ago
Contributor
lucindaContributor

Add IVR Input data from Freshcaller to Freshdesk ticketsClosed

Currently when a Voicemail is automatically converted to a Freshdesk ticket it only shows us the number that the customer called into, even though we can see the IVR choice(s) made in the Call Lifecycle in Freshcaller.Our IVR determines which department gets each call, and therefore each voicemail, but without this data in the ticket Freshdesk can only assign the voicemail (using automations) to a single department which is then tasked with figuring out where the voicemail actually needs to be assigned. This is cumbersome, and incredibly inefficient. We would like the IVR data to be in the Freshdesk ticket so automations can be set up (using that data) to assign voicemail tickets appropriately based on the customer selection(s) AND to see which IVR options generate the most Missed/Abandoned calls.

3
3 years ago
Community Debut
Ella KaifCommunity Debut

Smart Contract AuditClosed

Smart Contract runs on the blockchain platform. Though smart contract ensures integrity, tamper-proof, decentralized, and automated, we need to ensure the security of smart contract too. For this, we need to involve the auditors who conduct security audits on the smart contract. Smart Contract Audit identifies bugs present in the code that can lead to security vulnerabilities like huge loss of money, theft, and loss of personal data.  It is usually conducted by external auditors and eventually removes the flaws in the code and provides you an extra layer of security. Bug-free code is nice to have in other types of software, in blockchain applications, it is essential.

2
amyjasfer
3 years ago
Aarthi
Contributor
AarthiContributor

Article Visibility in KbaseClosed

Hi,It would be great to have a feature within Solution folders/articles, where we can set up article visibility based on Agents/Groups/Verified Users/Unverified Users…There are numerous ways in which this feature could make a significant impact and be incredibly useful. 

0
Aarthi
Contributor
3 years ago
e.c.kane
Skilled Expert
e.c.kaneSkilled Expert

Allow collaborators to create tickets in the agent portalClosed

Similar to Light Agent in Zendesk. Many companies using Freshdesk - mine included - also use it as their internal support system for ITSM. This means nearly all staff are Collaborators as they may need to be looped in on tickets as Subject Matter experts. Currently the UX is very disjointed. They can only create tickets via email or the customer portal, but can only add (internal) notes via the Agent portal.  Zendesk Light Agents - our former ticketing system, we moved as Freshdesk overall is a better product for our use  - allowed these types of users to create tickets and update them in one portal alone, restricting them to internal notes only. This is a much smoother experience.Please consider doing this. 

3
Contributor
3 years ago
Skilled Expert
maghedSkilled Expert

Service Item visibilityClosed

Hi,In many scenarios I would like to manage Agents in the same way as Requesters but it is not supported by FreshService currently as I understand it. Below are one example where this causes a problem.Example: I would like to publish a service item in the catalog for users in a specific location or department. I can easily achieve this for the Requester by using automatic Requester groups. But the Agents are not included in those groups and hence will be able to access the service item. I can not use “Agents groups” to manage the access as they are not set up following a location/department structure.Possible solution: Probably many different options that has less or more implications on the architecture. One possible solution could be to add “User groups” and “User visibility” to the Service Items that uses the full list of users as a source of data. Another solution would be to skip the split between Agents and Requesters completely and just look at Users in combination with roles but I guess that has a bigger architectural impact, but also more advantages.

0
Skilled Expert
3 years ago
Ravia Xu
Apprentice
Ravia XuApprentice

Feature Request: Freshdesk Native Integration with LinkedInClosed

Hi team,It will be great if we can redirect the interaction efforts on LinkedIn to all-in one tool, Freshdesk. So that all the incoming reach outs received on LinkedIn can be handled as a ticket on Freshdesk, Looking forward, thanks.

0
Ravia Xu
Apprentice
3 years ago
Contributor
LukeACContributor

Allow contacts to be a part of multiple contact groupsClosed

Companies, especially those in MSP mode, may need the ability to add contact into multiple groups to allow or restrict certain features (e.g. employee onboarding, solutions articles).

0
Contributor
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

Remove "Group" Ticket FieldClosed

USER STORY:As a: User in a small company that doesn’t have separate support agent groups, such as Freshdesk’s default Customer Support and EscalationsI’d like to: Remove the Group Ticket field, or at least hide it in the Agent Ticket viewIn order to: Simplify the interface and thus our ticketing process

1
Jebas
3 years ago
woelanlegi
Apprentice
woelanlegiApprentice

Reply Instagram comment with emoticonClosed

Hi Team, We use this app because Freshchat is not yet able to reply-to on Instagram comments. As the support team mention in ticket #13576450, Freshesk currently doesn't support emoji's and  the system passes the emoji's in a system readable format and not as emoji.  Please help to share this idea to the developer team because the customer really hope that in the next update, you can provide emoji’s when replying to comments on Instagram because emoji is one thing they need to give a cheerful and friendly impression when replying to customer comments.Thank you. 

0
woelanlegi
Apprentice
3 years ago
taazathemes
taazathemes

Sawo Theme for FreshdeskClosed

We’re excited to share Sawo Theme from Taaza Themes Click here to preview this theme. The Sawo Freshtheme is great if you have a lot of support articles as it can display them all in the theme sidebar. Users can browse, expand and collapse the solutions and folders to see all articles available. On the homepage, this theme also features custom blocks to display key information, video blocks, and all other useful components.The colors and style of each component are configured separately – allowing full flexibility to brand your Freshdesk Portal. Also, when you purchase any Taaza theme, theme installation and branding service are included in the price. Header and Footer - Customize the header and footer, display your logo, change the background color, and include additional links. Hero Image – Showcase your portal with a hero image that represents your brand. The hero unit height can be adjusted as well. Custom blocks – These blocks are great to highlight key information on the portal homepage. Video blocks – Similar to custom blocks, these blocks are great to display product videos, how-to videos right on the portal homepage.Sample Designs - Check out some sample designs below or see this page for more examples. 

1
taazathemes
3 years ago
Fabian Stalder
Apprentice
Fabian StalderApprentice

Instant search in Freshdesk Help widgetClosed

As a customer I want to see search results immediately when entering keywords in the Freshdesk help widget - without having to start the search with pressing “enter” or to click on the magnifier symbol.This behavior is already implemented in the Freshchat widget.

0
Fabian Stalder
Apprentice
3 years ago
giannakg
Apprentice
giannakgApprentice

Hide an agent from who is viewing a ticket (agent collision)Closed

Hello all, We have an audit team for checking our agents tickets/responses if they reply within our company standards and for more reason and we would like Freshdesk team to consider having the option for an agent name when viewing a ticket to do not appear at the top right, who is viewing the ticket (collision feature).Please note that the audit team would not reply to tickets so no risk for collision. Thank you!George

0
giannakg
Apprentice
3 years ago
Andrew Keeley
Skilled Expert
Andrew KeeleySkilled Expert

Able to add public notes with all automation types (Instead of sending a disconnected email)Closed

With some of the automations we are able to leave a private note, and with some we are able to send the customer an email. However we are often lacking the option to leave a public note. a public note would often be better than an email because then the customer could respond to the same thread, and it would be easier to see what messages have been sent to the customer. 

1
Jebas
3 years ago
Hhowitt
Apprentice
HhowittApprentice

Private TicketsClosed

Hi, Is there a way to make a ticket private so that not everyone in the requesters company can see it.  This allows us to change the ticket types to include support and complaints 

1
Jebas
3 years ago
Apprentice
kristinn.h.sveinssonApprentice

Multiple agents editng same solution at same timeClosed

As in Office 365, it would be handy if two or more agent would be able to edit the same solution article.

1
Marc.T
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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