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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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jerryr
Apprentice
jerryrApprentice

ChangelogClosed

Hello FD team! I’d like to suggest if you could add a feature in the activities (logs) where aside from showing who changed what, to also show what has been changed.  Thanks!Jerry

1
RITETony
4 years ago
Apprentice
nbhloginApprentice

add a setting to force a defined footer for every emailClosed

Local regulations require certain business details to be part of every email sent by our company. There is a fine for not doing so.I would like a setting to enforce a formatted footer to be added to every email sent. This would simplify the email templates currently being used and having one place to edit the footer would prevent mistakes when the footer needs updating.

2
4 years ago
Apprentice
MondayApprentice

Feature Request: Webhooks for Scenario AutomationsClosed

Hello,You have the awesome feature of webhooks for automations: https://support.freshdesk.com/en/support/solutions/articles/132589-using-webhooks-in-automation-rules-that-run-on-ticket-updatesUnfortunately, the Webhook action is missing for Scenario Automations.It would be really awesome to use webhooks here as well.We would like to use it to do some automatic processing of tickets with a single click.Would you consider adding this feature?

0
Apprentice
4 years ago
ryan0102
Apprentice
ryan0102Apprentice

Better WhatsApp integrationClosed

WhatsApp integration has a few major problems that need to be addressed for  Autoreply to ticketsCurrent automation is lacking in a lot of ways, with emails I can automate a response immediately to my customers, with WhatsApp there is no such option. So if someone messages out of business hours - they are simply left without any response from the company until we open again Multiple NumbersFreshdesk supports having multiple WhatsApp numbers on an account, however there is no way to distinguish between them. So if a customer sends a message to number A you dont know if they messaged number A,B or C. example, Number A is for bookings, number B is for accounts and C is for support. Customer messages Number C, but Freshdesk cannot tell us where this came from. A simple solution is to add a tag to the number integration section so that there is a tag from each number and from there automation can be setup. This is exactly how your BETA worked, but you removed it from production…. I recommend you look at respond.io, they automation that can be setup from there is amazing, it is no where near freshdesk in terms of managing tickets and staff etc, but all of this is possible (and more), I highly recommend pushing this feature.

0
ryan0102
Apprentice
4 years ago
Apprentice
ATS_DonApprentice

Limit access to canned forms based on groupClosed

I am configuring our new Freshdesk Helpdesk. We are an international company in the Oral Aligner industry. Our industry is highly regulate do to the healthcare nature of our business. We have 4 different support groups (Customer Care, Aligner Technical Support L1, DDX Support L2, Studio Pro Support L2 ) configured into our instance of fresh desk.We have a strong need to limit the access or views to certain assets such as canned forms.Each team needs the ability to collaborate with each other but some teams do not qualify to request or view certain customer or patient information do to HIPAA Laws. Currently, Freshdesk does not enable an Administrator to limit the view or use of canned forms for certain groups configured in the helpdesk system. We are able to limit access to Automated Scenarios, I’ve been told we can limit Canned Responses (I haven’t tried) but we are not able to limit Canned Forms.  Please add a similar feature to limit the access and use of canned forms in a similar way we are able to limit access and use of automated scenarios based on Groups in Freshdesk. 

0
Apprentice
4 years ago
mrenaud
Skilled Expert
mrenaudSkilled Expert

Capability to reorder the applications section items in agents ticket viewClosed

We would like the capability to change the order of some components, in the ticket view, like we can for the various fields? For example, we would like to move the Azure DevOps Integration app component on top of Average Handling Time (top of the list). A picture is worth a thousand words so here it is:  Thank you! 

0
mrenaud
Skilled Expert
4 years ago
Apprentice
wickedsmahtApprentice

Restrict ticket creation to only existing contactsClosed

Restrict ticket creation to only existing contacts.Currently, if someone emails my support email and they are not an existing contact in my Freshdesk then a new contact record is created for them and a ticket is created. I would like to only allow existing/known contacts to be able to submit a ticket via email.In the Automation rules we can already lookup specific contacts and apply rules to them so I don’t think it would be a big change to have an option of “contact exists” or “contact does not exist” to apply the rule. In my case it would be if contact does not exist then delete

0
Apprentice
4 years ago
Apprentice
techgyApprentice

Auto-CC Requesters Reporting Manager on Ticket CreationClosed

It should be possible to auto-cc the reporting manager of a requester when they create a ticket. It’s been proposed before that we have rules that do this statically and this just doesn’t scale - we have too many departments and reporting managers for this to be feasible.

0
Apprentice
4 years ago
Active Contributor
SciBruceActive Contributor

Option on triggers whether to continue evaluating rulesClosed

On ticket creation/update please add a switch to triggers controlling whether evaluation of rules should stop there or continue.  Often there are orthogonal sets of rules, and having to mesh-create triggers is unsustainable.For example, we might want to add tags to a ticket depending on keywords, but assign the ticket to a group of agents depending on some other criterion.  It should be possible to allow a chain of rules to run in order to accomplish both behaviours.

1
Active Contributor
4 years ago
Bonnie_Alm
Apprentice
Bonnie_AlmApprentice

Providing the Capability to Add Canned Forms to New Emails and Ticket TemplatesClosed

The only places in Freshdesk where you can added a Canned Form you have created is in your replies to existing tickets via Canned Responses and to Automation Emails customers receive. With my work flow when speaking with customers over the phone, I have been utilizing the New Email feature email customers with instructions that includes a Canned Form. However, when I choose either the Canned Response or Ticket Template where I have added that Canned Form, it does not appear. It would be nice to have the placeholder for Canned Forms that are added to Canned Responses to be linked able, to be able to add them to Ticket Templates or just have it as an option in the email at the bottom to added a Canned Form.

0
Bonnie_Alm
Apprentice
4 years ago
Apprentice
WL TanApprentice

Freshdesk Custom Domain FormatClosed

Hi, I’m wondering if it’s possible to have a custom domain in the format of sample.com/support instead of support.sample.com.

0
Apprentice
4 years ago
raymondcanilao
Top Contributor ⭐
raymondcanilaoTop Contributor ⭐

Notification for TasksClosed

Notification for Tasks

0
raymondcanilao
Top Contributor ⭐
4 years ago
Contributor
c.a.d.brughContributor

custom fields in product catalogClosed

It would be hugely beneficial and time saving if you could add custom fields in the product page in the product catalog. Now we have to add the product information manually for every asset we create which also increases the possibility of making a typo or put in the wrong information.For example: on the product page of a monitor I would like to add which resolution it has, how many inch the monitor is and which connections it has etc. Because you already have to define what ci the product falls under you then could have a checkbox where you define which info should show on the asset page.

3
4 years ago
Skilled Expert
BrynCYDEFSkilled Expert

Analytics - Email reports - show filters like Date Range in email bodyClosed

In Analytics I love that I can set a schedule to email out a report that I’ve created - for both internal and external recipients.What’s missing though are parameters to allow the body of the email to (1) harvest the date range from the report itself along with (2) the Department names -- or really any filter that has been applied to the report.Here’s my process:I create a monthly report - set the filter as Date Range = Previous Month - set the schedule to run on the 1st day of each month type in all the email addresses manually (that’s another thing that needs improvement - why is this not a search through the Contacts?)So the 1st of the month comes and the email goes out - but there’s nothing in the report or in the email to indicate the Date Range of the report.

2
Skilled Expert
4 years ago
Chintaro
Apprentice
ChintaroApprentice

Allow canned responses to map from contact details rather than ticket detailsClosed

I understand that currently, placeholders are dynamic content mapped to tickets. Unless there is a ticket, the placeholder wouldn't work. Placeholders should be able to map from contact details in circumstances where ticket details are unavailable, such as agent-created tickets or standalone emails.

2
Chintaro
Apprentice
4 years ago
Contributor
DMTJMONContributor

Add service category description to main siteClosed

It would be really nice and helpful for our end users if the category description could be an option at the top of the page.  like below.  

0
Contributor
4 years ago
Joe Cavalier
Apprentice
Joe CavalierApprentice

Feature request: Manage multiple helpdesks from the mobile appClosed

I manage multiple helpdesks. It would be great if I can login to all the helpdesks from the mobile app, and manage them under one single pane of glass.I’m not looking for a helpdesk switcher, but the ability to see and manage all the data from the multiple helpdesks under the mobile app. 

0
Joe Cavalier
Apprentice
4 years ago
Joe Cavalier
Apprentice
Joe CavalierApprentice

Feature request: Expand Contact restrictionsClosed

Restrict agent to only see contacts, knowledge base articles, and forums of his assigned group or, by companies he/she has access to. Can this be achieved?    We want to protect other customer data and only want the agent to have visibility to one company or select companies. Currently, even if you block the contacts for an agent, they can still query emails when creating tickets or sending replies. This needs to be fixed. 

0
Joe Cavalier
Apprentice
4 years ago
lerra
Apprentice
lerraApprentice

Google workspace SCIM / Provisioning integrationClosed

Hi,To be able to get manager structure (the employees manager) in freshservice without any manual steps, SCIM support for google workspace would be ideal for google workspace customers. This would make sure that it would always be up to date and no need of manual imports, it is already supported by azure ad, okta etc. Google workspace also supports provisioning for freshdesk so maybe not a big thing to get it to work with freshservice also? 

0
lerra
Apprentice
4 years ago
Skilled Expert
ggallawaySkilled Expert

API - Filtered Problem ListClosed

Provide the ability to filter problems by both native and custom fields via the API, this allows for additional integrations where you want to display or modify a subset of problems without having to pull all problems and filter after the fact. 

0
Skilled Expert
4 years ago
Contributor
grairanContributor

Export Search ResultsClosed

I would like to be able to export all search results, so I can then import it into a report.

7
HWI
4 years ago
adriel
Apprentice
adrielApprentice

Merged ticketsClosed

We should have a way to see in a report or something similar, the tickets that we merged. Today we can’t see then in Analytcs, and there is no way to separate them from the tickets that were closed normally, so not even using the API we can see them.

0
adriel
Apprentice
4 years ago
jeffshurtliff
Contributor
jeffshurtliffContributor

Show "Blocked" indicator on Epics on the Sprints and Tasks pagesClosed

When an Epic is set to Blocked (Ellipsis > Block), there is no indication that it is blocked when viewing the Epics on the Sprints or Tasks pages within the Projects module. It would be great if the Epics showed the Blocked indicator just as project tasks do, similar to what is shown in my quick-n-dirty mock-up below. 

0
jeffshurtliff
Contributor
4 years ago
lionikas
Contributor
lionikasContributor

Feature request: add contact language in time trigersClosed

We would like to send automatically notification to customer by his language, when ticket is in PENDING for 60 hours. Now we are able to do so in Automatization > Time triggers.But there is no condition to select "Customer language" ORYou could add extra field in action “Send email to requester” - customer language, so one rule could be send in many languages. Please add it, it would make more ability to personalize emails, due we have and English, Polish, Russian, Bulgarian and other language speaking clients.  

0
lionikas
Contributor
4 years ago
Apprentice
epalumboApprentice

Use Group and Intent values to route messages from Apple MessagesClosed

Apple Messages has an option to assign a Group and Intent value to a link. It would be useful for Freshdesk Messaging to route messages to the appropriate channels based on this, in addition to having a default group and channel for messages without these tags.

0
Apprentice
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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