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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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kgreen
Apprentice
kgreenApprentice

Freshdesk Slack App Shows Custom Filters(All Unresolved) Feature RequestClosed

The Slack app only has 1 built in filter. It shows 'My Open and Pending tickets'. It would be more helpful to have the 'My Unresolved Tickets'. It would show other ticket statuses. We have custom Status like 'Waiting on Feedback' and 'In Progress'. Those don't show for that filter, so they don't show in Slack. 

0
kgreen
Apprentice
4 years ago
agrahl
Apprentice
agrahlApprentice

Side Panel Custom OrganizationClosed

I would really like to be able to organize the side panel on an open ticket. At the moment, the default setting is to have the contact details page open so that this is the only information actively visible when the ticket is open. Shown belowIt would be helpful to be able to reorder that either the to-do list, or another app could be the top option and opened automatically. Specifically with the FreshDesk Customer Success app, as there is a lot of information I would like my team to be aware of when responding to a ticket, but I would like for it to be obvious, rather than an added step in the process. Below is the current order of the options. You have to actively minimize the contact details before opening the other app. Reordering these would significantly improve the experience.  

0
agrahl
Apprentice
4 years ago
Skilled Expert
BrynCYDEFSkilled Expert

Analytics - set date formatClosed

In the Analytics module - is there a way to set the date format?I don’t need the time to display in a report 

0
Skilled Expert
4 years ago
Aazir
Active Contributor
AazirActive Contributor

Make the "Next response due" editableClosed

The "Next response due" SLA is not editable for tickets. It makes sense to not have the “First response due” as editable however not the Next response. There is always a legit reason why one might want to make this editable.Eg: Clarified over the phone and promised to get back in x amount of time, the customer might request to do something on a specific day therefore keeping the ticket open, however if we reply and they acknowledge the next response will need to be in the agreed date This SLA not being editable by the Supervisor or the Admin is needlessly violating the SLA’s for the agent. It would be great if this can be made editable.

1
4 years ago
Apprentice
j.fergerApprentice

SignatureClosed

 Hallo, is it possible to define on signature for all emails (included the automatically sended)? In best case it's solved with the placeholder. Thanks!

3
4 years ago
ricardo.araujo330
Apprentice
ricardo.araujo330Apprentice

Embed Knowledge Base instead of "chat-like" widgetClosed

Hi!I would like to suggest an “widget” that doesn’t show as a chat in the bottom right corner of the page with the knowledge base or contact form, but a widget that allows an actual embed of the KB in our websites. That would be awesome to avoid sending customers to another page on freshdesk but keep them on the our websites.Hope you can consider it… Thank you

0
ricardo.araujo330
Apprentice
4 years ago
Skilled Expert
maxlehot1234Skilled Expert

Implement CSS+HTML customization for agent admin portalClosed

Hi,I change few things with CSS+HTML in our requesters portal, but we can’t edit anything in our agent view (portal).My question is why?I think it could be really useful to implement this, so we can add floating text, edit the menu, add important links, important website, website for status of our major services, etc or simply to edit the theme, colors and everything.I think its something you should implement.**Sorry for my english, I’m french**Thank you and have a nice day everyone :)

0
Skilled Expert
4 years ago
Maerise
Apprentice
MaeriseApprentice

Add placeholder for ticket status IDClosed

Hi,I am using automations for ticket creation and updates, using placeholders to get data about the ticket.However, there is now only a placeholder {{ticket.status}} which provides the status label (such as “Open”) rather than the actual status ID (such as 2 for status Open).This is not convenient because admin users can add custom statuses, of which they can change the labels, so the returned status label may not be stable. This is not useful for automated processing of data.Can you please add a placeholder {{ticket.status.id}} that will return the status ID?It would only make sense to do this, as we already have placeholders for agent ID, group ID, etc.Thank you very much.

0
Maerise
Apprentice
4 years ago
jerryr
Apprentice
jerryrApprentice

Freshcaller dialer desktop appClosed

PROBLEM: Having multiple Freshdesk tabs would interfere on an employee’s desktop setup, sequence, algorithm, cadence or whatever you call it because some employees would use the first tab for answering/ making calls and the rest of the tabs are for tickets but most of the time, you’d have to guess where that tab is to take that call. Also, sometimes the first tab would error out and you’d have to click on another tab to take a call.  SUGGESTION: So having a Freshcaller desktop app or a widget that allows it to stay on top above all applications is better.  This would allow us to easily locate the dialer, click the call once and without errors! This is far better versus having to navigate each FD tab searching for that call or making one.If you are thinking about making this to reality, I’d also like to add to make the app/ widget resizable and make Windows remember that size when you reboot your computer and relaunch the app. 

0
jerryr
Apprentice
4 years ago
Apprentice
jaynepApprentice

Time filter to be added to Tags page for monthly reporting of themesClosed

It takes me hours each month to review tags and determine Top 10 for the month. A filter on the Manage Tags tab would make this so much easier to report out on the monthly themes/volumes based on their tags.

0
Apprentice
4 years ago
Contributor
Andriana0406Contributor

Ticket thread - emails in cc not visible in frwClosed

We noticed that when forward a ticket, the emails that are in cc are not captured in ticket thread - expanding the 3 dotsSo the people that received our frw message, will see that one person in ‘To’ section send the ticket and won’t copy the rest people in cc, that should also be informed.

0
Contributor
4 years ago
ZipLeads
Apprentice
ZipLeadsApprentice

Filter by unread mentionsClosed

Would be helpful to have a filter to see tickets in Freshdesk with ‘unread mentions’  The use case is to quickly check in on any tickets where another team member has mentioned you perhaps to ask for help or just let you know about something. Currently we can workaround this by the team member adding me as ‘watching’ but to be able to see ‘unread’ mentions would be amazing and a view we found helpful on another platform.

0
ZipLeads
Apprentice
4 years ago
Apprentice
Martin EApprentice

Would like to be able to see the history of solutionsClosed

It would be good to be able to see a change log of solutions for auditing purposes but also to be able to see what a solution used to be.

0
Apprentice
4 years ago
Apprentice
Laura2857Apprentice

Bulk Ticket Upload - for CustomersClosed

I would like customers to have the ability to bulk upload tickets via the customer portal. So instead of submitting individual tickets, they can upload a spreadsheet that contains all the Ticket fields as headers, and this will then create an individual ticket in Freshdesk for each line. I have been advised by Freshdesk support team that there is an app (Bulk Ticket Manager Pro) that allows admins to do this for an additional fee each month, but there is no ability for customers to do this themselves via the portal.

0
Apprentice
4 years ago
Contributor
ThorstenContributor

Option to get notified when a customer leaves a comment in a CSAT surveyClosed

At the moment, you can create an automation rule to get notified when a customer completes the CSAT survey in general (CSAT survey options in Automations.png).But unfortunately, you cannot create an automation rule for cases where the customer left a comment in a CSAT survey. This comment is only visible in the Report section within Freshdesk (CSAT survey comment in Report.png).I don’t want to manually check the CSAT Report every day for possible comments left on a CSAT survey. Therefore, I would like to get notified whenever that happens.

1
Contributor
4 years ago
Contributor
nathalie.saveliefContributor

Prioritization of forum topicsClosed

We would like our customers to prioritize the forum topics

0
Contributor
4 years ago
Contributor
nathalie.saveliefContributor

Possibility to share or copy article in different foldersClosed

We would like to be able to share article in different folders of different portal as we have several products.And we don’t want to create a specific category when there are only few articles to be shared (and those articles are in folders where not everything is shared)At the minimum could we have the possibility to duplicate an article? besides the work-around of copying and pasting the code.

0
Contributor
4 years ago
Contributor
rodrigo.pereiraContributor

Forum / solutions subscriptionsClosed

Hello,I may have raised this before, but as time goes by this becomes more and more a necessity. I absolutely need to give my customers the ability to subscribe specific forums  or solution folders, so they can be automatically updated on changes via e-mail. Changes can be a new solution article on a folder, an  update to an existing solution article or a new topic on a forum (.e.g. new version topic on the Announcements forums of a certain category).Forum / topic / knowledge base folder subscriptions seem to be a standard feature on most forum and support apps (AFAIK), why would FD lag behind on this?! Please put this with priority on your roadmap.Thank you.

11
Contributor
4 years ago
Contributor
peter.vancikContributor

Custom field in SLA Policy conditionsClosed

Please add custom fields from ticket in SLA Policy conditions to be able better define SLAs.ThnxPeter

3
Contributor
4 years ago
jerryr
Apprentice
jerryrApprentice

Freshcaller Caller ID reposition Job TitleClosed

I would like to suggest to move the Job title below the customer name on Freshcaller’s caller ID or add the Company as well.  It would be better if we can see the details of the caller at a glance versus looking for the scroll button to search for the info.   

0
jerryr
Apprentice
4 years ago
Stefmrqs
Apprentice
StefmrqsApprentice

Enable contacts to see all tickets for their Company automaticallyClosed

It’s been a while since I’m giving this suggestion to the support because for us it’s becoming more and more important.As a contact you can only see the tickets from everybody in your Company, if an admin enables it manually.As we grow, it would be a time saver and a must have for proactivity to be able to set this function as default for all contacts in a Company, for many reasons:it’s time consuming to go on each contact and manually click on it and even more if the contacts is part of several Companies (as we have the cases) We are not the only ones creating contacts in Freshdesk, the customer can register by themselves and we don’t get notified about it so we can easily miss new contacts and end up receiving a complaint that they can’t access all tickets.

0
Stefmrqs
Apprentice
4 years ago
Apprentice
Fresh MindApprentice

Prevent unknown user from being automatically created as a new contactClosed

At the moment our Freshdesk configuration is so that when an unknown user is (added) in CC of correspondence, this user is automatically created as a new contact. Which is something which we want to prevent, as this causes unwanted contacts in our Freshdesk installation.We only want users to reside which we've created our selves.

0
Apprentice
4 years ago
jerryr
Apprentice
jerryrApprentice

Extra SpacesClosed

Hello! I just wanted to suggest if it is possible to make use of the extra spaces in Helpdesk.  We can at least make use of it to expand the main content area for the article.   

0
jerryr
Apprentice
4 years ago
thomaslaureys
Apprentice
thomaslaureysApprentice

Reporting on automationsClosed

Dear,Question: We are assigning categories to our tickets based on automations but some tickets do not get a category (f.e. they do not have the correct keywords or they are just not added to the automation). --> Is there a way to report on this? For example check which tickets did not get any/limited automations? Or which tickets did not get a category at the creation moment? (they do get one later by an agent so I can report on categories in a "live" situation).Reply from Freshdesk support:I understand you would like to keep a track of the tickets where the automation rules failed to get executed and I believe this is set to work based on a specific condition like Ticket type, group, and so on apart from the keywords in the content of the ticket. I had this checked internally and I'm afraid we do not have an option to track the number of tickets that were not impacted by a particular automation. Sorry for not being of much help here. ​I hear you and I believe it will be a great value addition to the product in the coming days. So, I request you to post this as a suggestion in our community forum as this space this being closely monitored by our Product team and it will also have a wider reach. Here is the link to the community forum for your reference -https://community.freshworks.com/ideasRegards,Thomas

0
thomaslaureys
Apprentice
4 years ago
Contributor
techContributor

Have observer rule update ticket due dateClosed

I'd like to automatically update the ticket due date to [current date + x days] whenever the assigned agent adds a note or responds to a ticket.Also, the dropdown calendar for changing ticket due date is far too cumbersome and time consuming..  It needs supplemented by "Tomorrow", "Next Week" and "Next month" radio buttons or similar.

5
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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