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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

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Israel
Active Contributor
IsraelActive Contributor

Customize Resolution Due Date pre-set OptionsClosed

Hi,It would be great to have an option to customize the Resolution due date, first response and next response due date to “Next 12hrs, Next 24hrs, 48hrs”. This will help the Agents to assign faster per the company SLA policy.  

0
Israel
Active Contributor
3 years ago
Apprentice
jc88Apprentice

Make the company name visible if you edit the contact of a ticketClosed

Currently if you want to edit the CONTACT of a ticket you can do this, but you don't have any information about the company. In example, see screenshot.I want to change the ticket to James, as you can see there are multiple contacts. Though most of the time you can see the company based on the domain in the email, but this is ofcourse not always the case.Solution: but the company name as a SUFFIX. Example: James Lastname <james.lastname@email.com> - Company Name This way you directly can see which one you have to pick. I would see this is quite a easy fix? :) 

0
Apprentice
3 years ago
Contributor
len.smithContributor

Add {{ticket.agent.firstname}} as a PlaceholderClosed

It would be helpful if you added a Placeholder variable to retrieve only the Agent's first name, such as {{ticket.agent.firstname}}.Thanks,Len

5
msconfig87
3 years ago
Apprentice
StuartHaywardApprentice

RECENTLY CLOSED TICKETSClosed

Have the ability on the ticket view drop down to select an option called Recently Closed.This will make it easier to see all tickets recently closed especially if it was accidently closed. 

0
Apprentice
3 years ago
Apprentice
devinApprentice

New Placeholder for First and Last NameClosed

Currently there is only a placeholder for {{ticket.requester.name}}, which places the customers first and last name. For example: Hi John Smith,The problem with this is that we don't tend to speak this way in English and sounds impersonal to the end user.We really need three name placeholders:{{ticket.requester.first.name}}{{ticket.requester.last.name}}{{ticket.requester.full.name}}Right now our agents when added a canned response, etc have to delete the last name every time which defeats the purpose of speed and efficiency of canned responses. 

16
erik.oostenberg
3 years ago
Apprentice
ThomsonApprentice

Restrict L1 only to do First ResponseClosed

Question:How can we restrict - a. new tickets assigned to L1 are not assigned to any other teams, b. other teams to add public notes in new tickets and c. other teams to send emails to customers in new tickets - before L1 do the first response. In short only L1 should be able to send the first response in any ticket. Response from Freshdesk:For this you can create a custom app with the help of your developers, and I am afraid that this will not be possible for now without a custom app.  In the meantime, we also encourage you to post your "Ideas" in our community forum, which will help our product team to understand the number of other users who are looking for similar features.

0
Apprentice
3 years ago
Matt_flew
Contributor
Matt_flewContributor

Nested canned response foldersClosed

It is difficult to organise our canned responses with only 1 x folder level available. I saw somewhere that this feature was announced as an coming update, which has never materialized. I hope this is still in the pipeline!

0
Matt_flew
Contributor
3 years ago
Skilled Expert
NezekiSkilled Expert

Reporting/Analytics - Add more Requester fields in Group ByFuture Consideration

Hey everyone,One of the main things we wanted to achieve with handling our Software licenses within Freshservice was great reporting which could help forecasting. We want to run reports of what software licenses/contracts are assigned to requester Departments - which is currently not available. I know that Department exists as a field in the back-end (probably from Freshworks), but not in the front-end unless added as a Custom Field which we have done. My suggestion is to add Department in the Requester field list when grouping data:  

1
Leon Duvivie
3 years ago
Vitor Locatelli
Apprentice
Vitor LocatelliApprentice

Handling Emails on FreshdeskClosed

In Freshdesk, it would help if we have a timestamp for the messages/reply. That would help to use as a condition to route tickets and also to use as a KPI. The current ominroute only allow the routing by creation date of the ticket, but sometimes we have a e-mail/ticket from 5 days ago, for example, and it will not get routed if we have a reply from 2 days ago, for example, but from an older ticket. I understand the idea of older tickets being addressed firstly, but it would help to have the option of using the oldest message/reply as condition to routing tickets rather than the oldest ticket.

0
Vitor Locatelli
Apprentice
3 years ago
tony.vlcek
Apprentice
tony.vlcekApprentice

Automatic logout after a short period of timeClosed

Currently there is a no way to setup Freshdesk so that it doesn’t automatically log me out within an hour or so of inactivity. My colleagues and I use Freshdesk to chime in when a developer’s help is needed on a support ticket so there’s no need for us to have freshdesk open at all times.It would be great to make it so that this works similarly to other web apps, where you can click something like "remember me" and your login session is valid for the next 14 days ... or at least 24 hours. 

1
OKnight
3 years ago
allertknapper
Apprentice
allertknapperApprentice

API filtering in urlClosed

Enable filtering on any (custom) field in the url of the API: /api/sales_accounts/[id] facilitating user story: As an IT user I want to implement a button to open an accountcard on Freshsales for a certain customer, selected by ERPid (custom field in CRM)

0
allertknapper
Apprentice
3 years ago
allertknapper
Apprentice
allertknapperApprentice

Adding pictures to companies and meeting notesClosed

For documentation purposes it would be great to be able to upload multiple pictures in a userfriendly way when creating meeting notes or when you are on a customer card.

0
allertknapper
Apprentice
3 years ago
Apprentice
matthew.osmanApprentice

Email response pop outClosed

Would it be possible to have the ability to have the response screen pop out similar to Outlook when you are sending a response so you could see more of the response on the screen?

0
Apprentice
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

Ignore punctuation in string matching in automationsClosed

I have an automation that sets Urgent status for all new tickets with urgent in their subject or description. A ticket with subject urgent: new license didn’t match the rule. I added urgent: (with a colon) to the rule, and now it behaves as expected. Would be nice not to have to account for all possible variations in punctuation around the keyword I want to match.

0
Kaley White
Contributor
3 years ago
Apprentice
ToniBonserApprentice

Freshdesk/ Jira integration improvementClosed

It would be great if the Freshdesk integrated field on JIRA tickets showed the ticket number (and is also a link to the ticket). Currently the JIRA ticket field says “Open Freshdesk support” regardless of whether the JIRA ticket is linked to a Freshdesk ticket.Ideally, it would show the ticket number and be a link to the Freshdesk ticket so it is immediately obvious if a JIRA ticket is linked to a Freshdesk ticket.It would be amazing if the field also made it clear if the ticket was not linked to a Freshdesk ticket.

0
Apprentice
3 years ago
Apprentice
ToniBonserApprentice

Maximize note windowClosed

It would be great to be able to maximize the window when adding notes on tickets.Some notes can be quite lengthy and include media, so when writing the whole note, it can be difficult to read back what you’ve written by scrolling in a small window.

0
Apprentice
3 years ago
Apprentice
ToniBonserApprentice

Stop conversations being hiddenClosed

It would be great to have an option to always have the conversation collapsed instead of all replied being hidden except the latest reply and original response.I understand the logic behind only wanting to see the latest reply and original request but for some members of my team, the hidden conversation view isn’t productive.

0
Apprentice
3 years ago
Apprentice
rohinaApprentice

Sub FolderClosed

How to create a subfolder under the main folder

19
mrenaud
3 years ago
Mams
Apprentice
MamsApprentice

Portal customisation: Make it simpleFuture Consideration

Hi all, Just wanted to give a feedback on the portal customisation.I believe it is still complex for people who are not familiar with CSS and HTML.It would be nice to make the customisation option simpler, to be able to add pictures without neccesarly having a web link etc.Would love to see what people and their customers think about it? 

0
Mams
Apprentice
3 years ago
schrambo
Apprentice
schramboApprentice

Instagram integration DMs to FreshdeskClosed

Hi there, I would like to have Instagram integration for business acounts to receive DM’s as ticktes like it is already available for facebook messages. Best regardsAlex

5
dwinanisaatriana
3 years ago
Apprentice
jschApprentice

Ticket task list: View assigned group/sort by assigned groupClosed

It’s very useful that you can see under a task title when it is assigned to you.However it would also be very convenient if you could see which task are assigned to which Group/Team.Currently in the new UI you have to click onto each task to view which group it’s assigned to.

0
Apprentice
3 years ago
Apprentice
BretMCApprentice

Add Tags To Field Service Agent App in FreshDeskClosed

Hi FD Developers,We all know how powerful Tags can be (and how much of a mess they can be). The FreshDesk App for Field Service Agents is intentionally very light (as it should be for workers out in the field) but a big opportunity has been missed by not exposing Tags on the app for these types of agents. If you exposed Tags in the top area, this very limited version of the FD app now because a customizable super app! I highly recommend adding Tags to the Field Service Agent app!!!Attached are the optimal locations to expose the Tags.Thanks!BH 

0
Apprentice
3 years ago
ShaneJ
Apprentice
ShaneJApprentice

Sync images from Jira > Freshdesk (bi-directional syncing)Closed

Right now, we are unable to sync images from Jira to FreshDesk. It only works the other way around. This would be very useful for multiple applications. I was told to post this in the forum by support to request this development. 

0
ShaneJ
Apprentice
3 years ago
Kaley White
Contributor
Kaley WhiteContributor

"Or" filters for ticketsClosed

I would like to filter tickets by “Company is ____ OR Product Distributor is ____,” not “AND.” 

0
Kaley White
Contributor
3 years ago
Apprentice
BettyApprentice

Make spoofing attacks more difficultClosed

I encourage FreshDesk to rethink the approach to how contact information is presented to agents. Specifically, the approach makes work easy for threat actors.The software does not visually show the contact’s email address, unless the agent seeks it out.The software does not visually show that an email address is invalid, unless you click on the contact.Both of these obfuscate bad addresses, or spoofed domains.Please reconsider your approach.

1
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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