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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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8947 Ideas

Back to top of the list
Contributor
adam_12789Contributor

show the ticket subject in the blank space next to the ticket number at the top (header)Closed

Hi there.  I would LOVE to see the ticket subject in the blank space at the top (header?) of the ticket page.  I see this was brought up before with some good comments and even a mock-up of how it would look here but it was archived.  I’m not the only one who things this would be an amazing updateWhy?When moving on to the next ticket I often need to scroll up to the subject to remind me the basics of what the ticket was.    its blank space ?!  Heck I don’t really need the ticket number considering its in the URL too did I mention its blank space ?! FWIW - this is one of those things seems so relevant and so obvious an improvement with no negative side effect that I assumed it would just happen as part of the product improvement process … but realize now that we’ve been using the system for 7 years and 10 months (wow) and gone through the mint relaunch and here we are …. :-) Hope you all have a wonderful day

1
huihoon
Apprentice
3 years ago
huihoon
Apprentice
huihoonApprentice

Scroll bar on ticket conversation and Contact Details (Agent portal)Closed

Suggest to have scroll bar at ticket conversation area and at the contact details area. Scroll bar is only avaiable at the ticket properties area, and at the far right side of the browwer which makes it confusing for the agent to differeciate whether the scroll bar is for the ticket conversation or for the contact details section.   

0
huihoon
Apprentice
3 years ago
huihoon
Apprentice
huihoonApprentice

Enlarge the adrea to attach files via drag and dropClosed

In the customer portal, the area to attach a file is very small. The customer has to drop it exactly at the small area to attach a file. It would nice if the area could be enlarge.  

0
huihoon
Apprentice
3 years ago
Apprentice
Tony SullivanApprentice

Add email display name support to rules, automations, API, etc.Closed

Freshdesk should be providing the email display name information in addition to the actual email address (both are found in email header), so that the rules on incoming emails can be more efficient and cause less maintenance struggles for developers and admins. 99% of our incoming requests are from internal company departments.  Our company’s email display names include the senders’ department codes as a suffix.  That’s a powerful feature that allows us to route requests to appropriate service teams without having to maintain a complete user database inside Freshdesk in the form of individual email rules (which now you are forcing us to do—NOT a good situation for us or anyone).  Honestly, I’m quite surprised that Freshdesk has not addressed this shortcoming already.Yes, I understand there is a Company feature for every contact.  Unfortunately, the API does not support multiple Companies for a given contact, only their single default.  Also, not all users register themselves or set their company value.

0
Apprentice
3 years ago
Apprentice
kristinn.h.sveinssonApprentice

Add "Solutions" feature to Support Desk appClosed

With our Solutions section building up, it would be very handy to be able to access it from the FreshDesk app on our smartphones.

0
Apprentice
3 years ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Permit admins to set requirements for solution articlesClosed

We loved the idea of having Article expiration when we moved to Freshservice.  Unfortunately, we’ve learned that it’s very easy to publish or re-publish an article without an expiration date rendering that feature useless very quickly.Please add the ability for admins to select which fields are mandatory when an article is written and published.  (We understand that we can apply a workflow that requires approval for articles to be published but that puts a much greater workload on our few senior team members so is not ideal for how we work.)

0
kpatterson
Top Contributor ⭐
3 years ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Add ability to select columns on list view of SolutionsClosed

We would love our agents to be able to see the expiration date of their articles when they view the list of all solution articles.  This would allow them to be proactive in updating and republishing articles before they get pulled by the system as expired.

0
kpatterson
Top Contributor ⭐
3 years ago
Apprentice
StSpencerApprentice

Zendesk sends email which creates multiple contactsClosed

When an external customer who uses zendesk creates a ticket to send to us it comes from support+idticketnumber@customer.zendesk.comThis in turn comes into freshdesk and creates a ticket and a contact. We have a customer who send in multiple emails, each one has an increasing ticket number in the email address.The issue is we have 1000’s of contacts all for the same company.We have linked the domain to the company.ideally we would like a way to either :-Push all created contacts from the domain name to a single contact, ideally automatically. this will reduce the amount of contacts.(currently can only merge 10 contacts to 1)Orhave an option on the domain to not create a contact but still be able to reply using the same email address.   

0
Apprentice
3 years ago
Skilled Expert
maxlehot1234Skilled Expert

Please add "Resolved date" column in ticket viewClosed

HI,Is it possible to implement a .Resolved Date” column in the ticket list?Its possible inside tables in analytics, but it can be really, really useful in the ticket view with all actual columns “filters”Thanks and have a nice day.**Sorry for my english, I’m french**

1
3 years ago
sundermannc
Apprentice
sundermanncApprentice

Create filter based on X or YClosed

We are new to FreshService. I’m getting my views set up for ticket lists, and have apparently run into a basic feature that FreshService can’t do.I need to see two kinds of tickets in my ticket list.  1) Tickets which are assigned to me and also 2) Tickets which are assigned to a building.  Seems like this should be easy, but support chat says it’s not possible.I can create a filter on the right for tickets which have me as the agent, and I can create a different filter which have tickets that have my building (which is “Valley”).  But I can’t create a filter that will show me tickets that have EITHER me as the agent OR Valley as the building.Our old system could do this, but FreshService cannot.  I would like to see this implemented.

0
sundermannc
Apprentice
3 years ago
Active Contributor
KoenActive Contributor

Delay the Resolved-mailClosed

Hi,When replying to a customer and pushing the button "send and change status to resolved" the client first receives a mail that the ticket has been resolved and only afterwards receives our reply.. Can you delay the resolved-mail with 1 minute or something like that?KrKoen 

0
Active Contributor
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

Bug report: Canceling a Contact edit removes Company name from the UIClosed

Replication Steps1. Click the Edit button for a Contact associated with a Company.2. Click Cancel.3. Observe that the Company name is no longer displayed below the Contact name.4. Refresh the page and observe that the Company name is visible again.

0
Kaley White
Contributor
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

Support more phone number formatsClosed

Support phone field values formatted as XXX.XXX.XXXX. I often copy phone numbers from email signatures in which they’re in this format. Support phone numbers with extensions, such as XXX-XXX-XXXX xXXXX.These formats currently raise errors: 

0
Kaley White
Contributor
3 years ago
Andrew Keeley
Skilled Expert
Andrew KeeleySkilled Expert

Ability to filter chat view by creation date time.Closed

Sometimes I would like to look at all of the chats that were created on a certain date, but there is not currently a good way to do so because there is no time filter in the freshchat views. I am able to sort by the last interaction date time, but chats will occasionally open again on other days. 

0
Andrew Keeley
Skilled Expert
3 years ago
julia.a
Top Contributor ⭐
julia.aTop Contributor ⭐

Notifications for failed facebook messagesClosed

When a reply within an e-mail ticket could not be sent, the respective agent receives an e-mail notification about it. When a reply within a facebook ticket could not be sent, there is no notification. Regardless of the ticket source, agents should always be notified when a reply failed.Also, I have an Automation setup for when a reply fails, so that the Ticket goes to Open again (so anyone can take care of the ticket even if the previous agent is not on duty anymore) but I cannot set this up for when a facebook reply fails. Here’s what Freshdesk support has previously written me on this topic:30 June 2020: “I do understand your concern on this matter and I will have this passed as a request to our backend team and we will keep you posted on the progress.”1 November 2022: “At this point in time, we still have this planned for release in near future. Unfortunately, at this point in time, we do not have the exact ETA on when this feature will be added to the product.”

0
julia.a
Top Contributor ⭐
3 years ago
julia.a
Top Contributor ⭐
julia.aTop Contributor ⭐

Bug fix: Merge tags without losing any tickets' tagsClosed

Current behaviour: When merging two tags, for example tag A and tag B, tag A will be removed from all tickets and the ‘new’ tag B will not be updated on those tickets.Expected behaviour: When merging two tags, for example tag A and tag B, tag A should be renamed or replaced with tag B on all tickets that previously had tag A. Otherwise why even call it merging if merging tags just deletes the ‘old’ tag A from all tickets?

0
julia.a
Top Contributor ⭐
3 years ago
Contributor
Timofey KarsContributor

Creating canned responses with tagsClosed

Good day. I would like to suggest adding tags to the creation of canned  responses. This will help to take into account the number of responses by tags, thereby making it clear how many requests there are on this topic. Now , the addition of tags is specified in the rules, which greatly complicates the work with tags since you need to write a lot of conditions. In many helpdesks it’s has already been implemented and they have a lot of satisfied users😊Please rate this idea.

1
julia.a
Top Contributor ⭐
3 years ago
Skilled Expert
athomasSkilled Expert

FedRAMP CertificationClosed

We would love to see Freshdesk become FedRAMP Certified in order to use your platform to support tickets from the U.S. Federal Government.

2
Skilled Expert
3 years ago
Apprentice
z.anderson-smithApprentice

Ability for manager to remove survey feedbackClosed

We just had an incident where a end user put average feedback as a joke response but wanted to edit it after. However after discussing with Freshservice chat support it appears you can't do this. I am requesting some form of feature to allow the customer or a designated manager to be able to edit or delete survey feedback.

3
aCzapla
3 years ago
Travis S.
Apprentice
Travis S.Apprentice

ADD more slots for ProductsClosed

Hello Friends,I have been using Freshworks for over 5 years.  I run a service organization within this platform.  We have a large amount of products within our portfolio and I need more slots for products.   Now there is only 50 slots but I need at least 100 because the nature of service is you need to manage all products that are discontinued, current and future release.  Also we need more slots in the Forms to match.   

0
Travis S.
Apprentice
3 years ago
HighTechHick
Contributor
HighTechHickContributor

Assets manufacturer support linkClosed

We switched to FreshService from the old on-premise Spiceworks solution.One cool feature they had was in your asset inventory, you could click on the serial number and it brought you to the support page on that manufacturer’s site.I think this would be relatively easy for FS to implement as the Manufacturer and Serial Number’s information is already gathered.For Dell, the link would be https://www.dell.com/support/home/product-support/servicetag/(ServiceTag/SN)/Anyway, this would be nice to have and save Agents about 20 seconds each time they need to look up an asset on Dell’s support site :)

0
HighTechHick
Contributor
3 years ago
Speedd
Apprentice
SpeeddApprentice

Whatsapp automationsClosed

It would be interesting to develop the same automations that are already there for email, even for whatsapp.For example:If a customer writes a message that contains the word RETURN, an automatic message related to that request should start.

0
Speedd
Apprentice
3 years ago
Apprentice
Fraud.comApprentice

Search returns results of path/category alsoClosed

Freshdesk search does not present which article the results come from. ------------------------------For example:You are a car company, making 5 types of cars.You search steering wheel and get 5 results with freshdesk today Steering wheelSteering wheelSteering wheelSteering wheelSteering wheel This is how the results should be shown Steering wheel(Audi A1) Steering wheel(Audi A3) Steering wheel(Audi A4) Steering wheel(Audi A5) Steering wheel(Audi A6)------------------------------ This search shortfall drastically reduces user experience  

0
Apprentice
3 years ago
dbaras
Active Contributor
dbarasActive Contributor

API activity 360 view reportClosed

We are using the API over different servers and a nice feature to have is a dashboard that will let you monitor the API activity over the last hours when being able to filter the requests as per referer. This way we will be able to monitor the servers that generate more requests before reaching the maximum number of requests per minute/hour depending on how your API is set.As an example I am sharing the Zendesk API were you have a limit of 700 requests per minute but it’s an incomplete version as they don’t tell you from where the requests are coming from.We have now created our own counter on each server in order to monitor the activity and we plan to develop our own centralized dashboard if this feature is not implemented soon enough as our projects continue to grow fast.

3
alyssia.correa
3 years ago
dwinanisaatriana
Apprentice
dwinanisaatrianaApprentice

Feature Request: Freshdesk Native Integration with Popular Apps (such as Tokopedia, Shopee, Tiktok)Closed

Hi We have a customer who has renewal consideration towards the requests to integrate Freshdesk account with popular apps such as Tokopedia, Shopee, and/or Tiktok. However, this still isn’t supported by Freshworks.We were suggested to raise this discussion on the Community Forum, so these features can be possibly considered in the future product roadmap that may related to other global customers or users of Freshworks.And also, adding another reference that can be used as to evaluates FW products with other vendorsQisqus supports Tokopedia, Shopee, Lazada integration Salesforce supports Tik Tok integrationPlease do keep us updated.Thanks.

0
dwinanisaatriana
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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