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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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Krod
Apprentice
KrodApprentice

Modernize thignsClosed

Modern day companies don't want the 1982 geocities designed pages anymore. You stress the importance of self service but make it look like it's for our grandparents to look at. Along with that not every single company in the world uses AD at all so can we all please for the love of sanity start building.more modern tools and apps.

1
Krod
Apprentice
4 years ago
Apprentice
MartinEpistaApprentice

Default time set for ticketsClosed

We would very much like the option of having the ability to set a default time for ticket handling to 30 minutes. Others might like a similar option but with other timeframes.

0
Apprentice
4 years ago
techlogic
Contributor
techlogicContributor

Freshworks Microsoft LoginClosed

Can we please have a ‘Continue with Microsoft’ login button please. I have a client with 200+ users they use Azure as their IDP and I wanted to use the SSO policies in Freshworks to enable them to SSO. But I can’t set a custom domain for the IDP as such I can’t make the SSO verified which would enable me to create a multi-tenant application.Now I am faced with asking my client to create accounts to manage their tickets or invite them all as guests to my tenant. Or give their entire tenancy access to mine as a guest, which is simply not acceptable we are not a partnership. I am a service provider, they are my client.A work around could be to setup a B2C but again this is making more headache than is actually needed.If Freshworks simply registered an application themselves in their own Azure, they could verify it as they own the domain name. They could then make it multi-tenant and Microsoft accounts for login. Create the process of ‘Continue with Microsoft’.By providing Google and Microsoft you’ve then covered 99% of corporate users.This screen is what I am talking about, the login as a customer simply won’t work using the SSO with the current setup Freshworks has. 

0
techlogic
Contributor
4 years ago
Contributor
Troy255Contributor

email notificationsClosed

Allowing each module to send from different email addresses, for example, change request email notifications to be sent from email address other than default email address

0
Contributor
4 years ago
Apprentice
Álex GMApprentice

Forwarding changes ticket statusClosed

Hi everyone,It would be interesting to add the forwarding action as an automatism trigger. That is, forwarding can be chosen as a trigger for an action.For example: When forwarding, change ticket status to ‘Waiting on Third-Party‘. When an external response is received, change ticket status to ‘Pending’.Normally, when we send to an external party (with forwarding button), we’re waiting for a response to continue the ticket review. It would be helpful if the ticket changed status when it’s forwarded or a response is received from the forward.

0
Apprentice
4 years ago
Apprentice
Álex GMApprentice

El reenvío cambia el estado del ticketClosed

Hi everyone,It would be interesting to add the forwarding action as an automatism trigger. That is, forwarding can be chosen as a trigger for an action.For example: When forwarding, change ticket status to ‘Waiting on Third-Party‘. When an external response is received, change ticket status to ‘Pending’.Normally, when we send to an external party (with forwarding button), we’re waiting for a response to continue the ticket review. It would be helpful if the ticket changed status when it’s forwarded or a response is received from the forward.

0
Apprentice
4 years ago
dbaras
Active Contributor
dbarasActive Contributor

Extend Custom Roles to the omnichannel productsFuture Consideration

Hello,The idea of omnichannel is based on the fact that the same agent should have the same role in all omnichannel products.So the problem to solve here is what happens when you define custom roles for different types of agents?In Freshdesk and Freshchat you can define Custom Roles but in Freshcaller you cannot. As we are talking about Omnichannel, the idea is to can merge those custom roles under Freshdesk and extend them to all the omnichannel products.What I need to achieve as for now in Freshcaller is to give access to Call Metrics to all of my agents and restrict their access to specific numbers or numbers associated to the Teams where they are part of.As for now only Supervisors / Administrators under the predefined Roles can get that, so a nice feature to have while the custom roles are extended in order to achieve that would be to can map the Custom Roles from Freshdesk to Agents/Supervisors in Freshcaller. I will upload some screenshots, but the general idea is that an agent having the custom role of Team Leader or Reports in Freshdesk should be mapped to Supervisor in Freshcaller and not under Agent as it is set now.I hope you will find this feature interesting and vote for it.Thank you

2
bcarballar
4 years ago
ashishmishra
Apprentice
ashishmishraApprentice

Allowing Qualitative Feedback in Customer Satisfaction SurveyClosed

Hi Currently, in customer satisfaction survey, we can configure the rating and also ask for additional comments from customers but what we actually lack is to show the comments based on condition like asking for comments if a bad rating is given or present the comments box differently based on good or bad ratings given by the customer.  It would be helpful if we have such capability of showing comments box conditionally to customers. 

0
ashishmishra
Apprentice
4 years ago
Apprentice
AnietieApprentice

Delete message feature and modify enter key for Freshchat.Closed

 After moving from my previous Live chat support tool to freshchat, I must say its been a success.However, my agents are really demanding for two features that are not present on Freshchat. Delete message: It will be nice to have a delete button that deletes the message from the inbox and Freshchat Messenger, but won’t delete it from your customers’ email or other channels. OR any form of delete message just as other support tools have. The Enter Button: The enter button on Freshdesk creates a new line for Tickets. Sadly, it sends the message on Freshchat. Unifying this feature on both channels will help agents proof read well and get the right spacing before sending messages. I mean the send button should be the only send feature.  

0
Apprentice
4 years ago
Apprentice
jeanphilippeApprentice

Events based on dateClosed

It would be nice to be able to set an event on a ticket based on a date. Sometime, a customer send us a request, but isn't available for a few days.We've to set this ticket to "Waiting", but remind somewhere that it must be managed later.So, a bit like gmail does, it would be nice to have a function like "Remind me tomorrow", of "Remind me next week" which set the status to "Waiting", but automatically reopen it when the time has come.I've tried to set a custom field as a date, but i couldn't use it in a workflow. And i dont' think that right now a condition could be base on a date <= current date. Which would also be nice.

1
4 years ago
Matt_flew
Contributor
Matt_flewContributor

More Automation Triggers PleaseClosed

We have just started using Freshdesk and are really enjoying using it. We have been sent this way by Freshdesk support to add a feature request please:We are finding the automation triggers/filters quite limiting, especially date-based ones. e.g. we’d like ‘IF date in custom field A is today, open the ticket’ - so we can set a date in the future when we want the ticket to re-open (instead of using reminders).Or ‘if custom date field A is in the past, and custom date field B is blank, trigger automation’ (e.g. If expected arrival date is in the past, and received date is blank, send email - for processing returns).Or even, ‘if custom date field is in the next X days, trigger automation’ (to send a pre-event reminder to the requester).There are many date-based automations we use in Smartsheet, that we are not able to replicate in Freshdesk (we want to move many of the tasks we currently process in Smartsheet into Freshdesk).Freshdesk support have helped us find some workarounds, but there are still quite a few automations we cannot reproduce in Freshdesk.The only date-based criteria in Freshdesk are IS, IS NOT, AFTER and BEFORE - we haven’t found a use for any of these yet. With better date based-triggers and filters, we could do so much more with Freshdesk, so hopefully this could be considered please.Thanks for reading, Matt

3
4 years ago
Contributor
mikael.felixContributor

Improve ootb Group notification to better target agent and reduce overheadClosed

Our developer agents are also complaining about too many email.The ootb Group notification “Ticket Assigned to Group” can be better targeted.Currently when a ticket is assigned to a Group + Agent, all members of the Group get an assignment notification even though the ticket is already assigned to an Agent.All members should be notified only if the Agent field is empty, but in the case this is not empty why “spam” all members?, this will reduce email and improve perception of the Freshdesk tool.Mikael

2
Contributor
4 years ago
HVA
Active Contributor
HVAActive Contributor

Product Suggestion: Add Create Child Ticket Action to RulesClosed

BackgroundWe use a structured customer service process where, at certain intervals, we will generate a child ticket from a pre-set template. It would be helpful if we could create a rule that creates this child ticket automatically when x conditions are met. 

0
HVA
Active Contributor
4 years ago
HVA
Active Contributor
HVAActive Contributor

Product Suggestion: Detect responses from CC in rulesClosed

With thanks to Pooja in the original thread, I would like to request the following feature: WhatAt the moment the Reply is Sent rule will trigger whenever a response is created on a thread, even if that response came from a CC email and not the original requester.This is very confusing as the system will trigger “customer responded” on the ticket, even though it was actually the CC’d contact that responded.I would like a rule that can differentiate between responses from contacts who are in CC, and the original requestor. Use casesThe requester CC’s a third party into the chain. This third party is not configured as a known third party inside Freshdesk (their relationship is to the customer, not to us). The requester CC’s a contact from another company into the thread (perhaps they know each other). This company might also be our client. Again it would be helpful to have a means of differentiating between the original requester and the CC chain responses. 

0
HVA
Active Contributor
4 years ago
Apprentice
hank747Apprentice

Allow Analytics Widgets to be used on DashboardsFuture Consideration

I would like to be able to use the widgets from Analytics on my personal Dashboards. Much time was spent building useful Analytic Widgets to view specific information. It would greatly improve Admin and Manager CX to be able to utilize the widgets that were built and would be much more meaningful. As it is, I do not utilize the Dashboard since it results in double work to configure it to match the metrics that I and my up-reports find useful.

0
Apprentice
4 years ago
Ammar Tayara
Apprentice
Ammar TayaraApprentice

Adding new ticket field and improving the ticket formClosed

Adding a new Ticket Field type “Dependent Article”When setting up solutions, and when adding articles to the folders of each category, we should be able to “tag or label” the article.Dependent Article: Will use the article’s tag or label as a field or it can be shown as (issue type or category) and when selecting an item from this dropdown list the customer will get a list of articles that would help them in getting the solution / answer they are looking for. And the ticket will be resolved while it’s being filled up by the customer.If the customer reads the article and their problem or question are answered then they can send feedback.You can also a small feedback section with the following: Was this article helpful (Yes / No) so data can be collected to improve the articles section.

0
Ammar Tayara
Apprentice
4 years ago
Apprentice
bornyxApprentice

The automation rules should also be able to check the secondary companiesClosed

The automation rules companies filter uses only the primary company, which is problematic in case we want to have multiple behaviors based on different contact’s company memberships.It would be great to allow automation rules filtering on secondary companies also.

0
Apprentice
4 years ago
Apprentice
krtjApprentice

Mobile app should display what company a ticket is submitted onClosed

This is an issue with both the iOS and Android apps, "Support Desk". The problem is, that there is no way to tell, at a glance, what company a ticket is submittet on, only the person. In our case, our users usually has access to 20-30 companies, and  only knowing which person a ticket belongs to, is next to useless to us. We need to know what company the ticket is submittet on.Please see the attached screen shots:The ticket overview does not say anything about what company the ticket is submitted on. The properties doesn't either. Clicking on the persons name, only shows the contacts default company, and not the company that he/she submitted the ticket on! The only place to you’re able to see what company a ticket is submitted on, is by tapping the edit pencil to edit the ticket.SUGGESTION:In my opinion, the company name is just as important as the contact name, and should be displayed right on the main screen of a ticket, like suggestion A and B shows below:  Attached screenshots showing how bad this is implemented today: 

0
Apprentice
4 years ago
Apprentice
shadyApprentice

Tracking Software/Application AccessFuture Consideration

Currently there is no ability for Freshservice to associate tickets with software, this is really helpful when users are offboarded we are able to track what application/software they have and be able to terminate it. Would really like a way to associate Service item request with Asset and Software, this way then onboarding tickets raised or any service request with associated Service item we are able to link the software with correct ticket and track approval process as well for audit purpose. Further more ability to associate multiple software application with Contracts as there might be different application versions running but they would be all part of the same Contract agreements, this way we can really get a clear number of licenses issued as per the contract.    

0
Apprentice
4 years ago
Blair
Skilled Expert
BlairSkilled Expert

Company TagsClosed

So I see there was a topic for this 8 years ago and it has been archived.I would like to propose being able to have Tags associated to Companies so any tickets created for the company would also get the tags.Here’s the why - I would like these to be transitory because I would like to track early client activity in a very easy and clean manner.  We have a 2 week hypercare period for our new clients and would like to track any tickets that are created during that time specifically.  We also want to track the first 30day, 60day and 90day tickets.  It would be very simple to apply four tags to the Company and then remove after 2 weeks, 30days, 60days and 90days to be able to report on those tickets without having to do a lot of calculations and automation updates.Tags for companies would be a great easy solution for this.  Please upvote this to get some traction on the idea. If you have a better/easier way to do this, I would love to hear it.Thank you

1
HVA
Active Contributor
4 years ago
HVA
Active Contributor
HVAActive Contributor

Detect contact changed events and use this as a trigger for rulesClosed

Product suggestion:Please extend the rules functionality to detect changes made to a contact, e.g.Contact was deleted Contact had a tag assigned to it Contact had a custom field changed Contact has a ticket with X statusSo that we can then trigger actions off the back of this.

0
HVA
Active Contributor
4 years ago
NataliaG
Apprentice
NataliaGApprentice

Disable Watchr's default email notificationsClosed

In our use case, the agents becoming Watchrs do not have an active role in the ticket resolution, they are rather passive.However, we cannot disable the default email notifications and now my agents are getting spammed.There is already a ticket view that filters the tickets where one has been added as a Watchr - they can go there and check the status of a ticket, if needed. I think we need to be in control of the email notifications that are sent from Freshdesk to the customer and also to our internal team.

1
HVA
Active Contributor
4 years ago
Jeri
Apprentice
JeriApprentice

Default to ID when merging ticketsClosed

Please change the default into ID when merging tickets. We deal with lots of tickets and the tickets are not necessarily from the same customer but its the same issue hence setting ID as default would be good. Thank you!

0
Jeri
Apprentice
4 years ago
Apprentice
frb170Apprentice

Default to ID when adding call to ticket or merging ticketsClosed

It would be convenient if we could have the drop down menu that appears when we add a call to an existing ticket, or merge two tickets to list the ID by default.  Our company overwhelmingly uses the ticket number for these two actions.  

1
Jeri
Apprentice
4 years ago
Contributor
marioContributor

Ticket Field Dropdown 'Blank' stateClosed

Mandatory dropdown fields should have the option to become 'blank' (no option selected by default) so that the user is forced to choose an option. Otherwise, even if the field is mandatory, it's common that people simply do not click anything and just send the requeste without even checking the options available.

9
4 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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