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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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Contributor
kristi.dennisContributor

Primary Email should be easily identifiedClosed

When creating a ticket, sending an email (fwd or new), or editing ticket details, there should be an easy way to see when a contact in the dropdown represents a primary email address over a secondary email. In the photo below, there are three email addresses for the same contact because they sometimes email from any of the three, but all are for one person (name changed to mine for security reasons). To get a good idea what they are referring to and to see an accurate history, we need them all on the same contact.However, when we need to send a new email they asked that we send to a particular one (hence the primary being important). BUT without going to the contact each time, I have no way to distinguish which is the primary from the “new email” screen (or anywhere else).   

2
rashmi.nag
4 years ago
juhbaldissera
Apprentice
juhbaldisseraApprentice

Filter the searched solutions by folder visibilityClosed

Hello,Hope you are doing well.I'm working in a project that integrates with Freshdesk.We are having some limitations with Freshdesk API and we would like to propose some improvements:It's related to the endpoint /api/v2/search/solutions?term=[keyword]We would like to retrieve only the articles that has folder visibility equal 1 (which means visibility for all users).This filter is highly relevant. I appreciate your help,Warm regards

1
rashmi.nag
4 years ago
Apprentice
tkuanApprentice

Kanban view is available for tickets. why not for change module too??!!Under Review

 Kanban view for Change will give us a visual representation of all changes throughout their lifecycle so that we can run CAB/team meetings. It’s available for tickets, but tickets move quick and usually does not require a team to resolve a ticket.  Whereas changes requires cross functional collobaration to close. 

1
rashmi.nag
4 years ago
Apprentice
Laurent GarnierApprentice

Private Note Notifications missing for agentUnder Review

There seems to be a basic omission in terms of notifications to agent when a private note is added to a ticket.If agent A (assigned agent on the ticket) creates a private note and uses it notifies agent B, if agent B then replies to the private note via email reply (not from freshdesk), then agent A will not get a notification of the reply to the private note (this is because the email is sent to the support mailbox).Same thing may happen if forwarding to an agent or a collaborator, the email reply will be added to the ticket but the agent will not get notified.This is not right imo and we need a notification somehow.I tried the attached automation, but it also notifies the agent A when they add their private note which isn't required as they know they added it obviously).Is there a way to set this up or can it be added? 

7
rashmi.nag
4 years ago
Apprentice
OliHarfordApprentice

Dashboards Missing basic Filter functionalityClosed

Hi, I am trying to improve my teams visibility of open tickets, tickets which are due a first response , next response and over due resolution.I have worked with support and it would be clear that dashboards is lacking basic features. The default dashboard appears to have more functionality then what can be added to a cusotmer dashboard. An example of this is that in the default you can choose products at the top but in a custom you have to define this in individual widgets. Another poor user experience is that widgets for specific purposes require a custom view to be created and shared with the group who views the dashboard. Well this becomes very messy very quickly. Why is more filtering not added to the widgets. It feels like dashboard could be very powerful but it has been forgotten about and needs some basic quality of life improvements.

0
Apprentice
4 years ago
aalecsa
Apprentice
aalecsaApprentice

On Voice Message and Abandoned calls freshdesk tickets shows that an agent added a private note when this is not the caseClosed

With regards to why Voice Message and Abandoned calls freshdesk tickets shows that one of our colleagues added a private note as per below screenshot? Freshdesk answer: ''All these notes are added as soon as the ticket is created for VM and abandoned calls scenarios. Since Ben's API key is used to integrate Freshdesk and Freshcaller, it shows the private note that Ben added the same note. This would be the behaviour as of right now. The note by Ben is added because the voicemail has to be a private note and not accessible to the contact. And private notes can only be added by agents, hence this cannot reflect the contacts name.'Well I am not happy with this- if Ben did not left a private note on these tickets than technically this is wrong and it should be rectified.

0
aalecsa
Apprentice
4 years ago
Apprentice
dyakubikApprentice

When you change the company value associated with a contact account, automatically change the company value on that contact's tickets as wellClosed

We have this problem every time we change the company value on a contact account. Any tickets created prior to the change show as associated with the former company value. Then, to fix it, you have to change the contact value associated with the ticket to something else, save, and change it back. Only then does the ticket recognize the new correct company value. But this is a ridiculous process for contact accounts that have dozens or hundreds of tickets, especially since you can't edit the company value of tickets as a bulk action.

3
James.Bredenhof
4 years ago
assistenza
Contributor
assistenzaContributor

New look customer satisfaction surveyClosed

Hi there, we think that the way the customer satisfaction survey is displayed on the customers end is not intuitive (like Amazon's star rating on product reviews). Many customers who want to give a positive opinion to customer care, give it negative. In this way, the data analysis is often biasedDoes anybody out there faced this “problem”?We think that an update of customer satisfaction survey  would be very helpful!

0
assistenza
Contributor
4 years ago
Apprentice
ahynesApprentice

Customer Portal should be able to sort messagesClosed

Since the agent portal has a feature to sort replies and comments by date (most recent or oldest), it would be nice to have this feature for free in the agent portal.To expand further, when you visit the customer portal, what you see is the oldest message on the top of the webpage here:  What is missing is a way to sort the messages in any way, this is rather incovieneint for customers with very long threads and hundreds of messages. They need to scroll all the way to the bottom of the page to see the most recent response in this view. Furthermore, a customer could sort their tickets by oldest - newest or vice versa. As you can see below, this feature exists for tickets in the customer portal, but not for replies.  

0
Apprentice
4 years ago
maticp
Apprentice
maticpApprentice

Open ticket when Private note has "Notified to:" labelClosed

Hi,In order to adapt workflow processes it would be very handy to have option to sort out tickets that somebody “Notified to:” you.  Currently Freshdesk allows open ticket when Any note is added. This note reopens all kind of Private notes (Jira comments, Notes to myself, notes from colleagues, etc). Unfortunately you cannot really sort out when open and when not.  As long as you disable this automation you are able to reopen tickets when ticket contain specific generic comment (Comment on Jira, for example). But you come up to the problem that you cannot reopen ticket when colleague/agent Notifies you. This is a huge limitation in terms of adaptivity the workflow.Adding an option that the following automation will catch “Notified to:” would be really a great success.  Regards

2
zachary.king
4 years ago
stevlv2
Apprentice
stevlv2Apprentice

Setting a primary country in the language field youselfClosed

Hi, To help focus the portal a better way on multi-language, there should be a way to change the language field to another primary standard. In the contact fields it says “arabic” while on the front (as you set it people can register on it), it says as standard “English” As my main audince is ‘dutch’ i would like to set it as primary to Dutch, as most people will choose Dutch. This could also be for your language. Regards

0
stevlv2
Apprentice
4 years ago
Apprentice
OliHarfordApprentice

Analytics Reporting Basic Quality of Life improvementsClosed

When viewing analytics home screen, you can see a lot of reports however without opening the analytics home screen multiple times, you cannot right click open in new tab on any report. This is frustrating when trying to work and view multiple reports. The other part I mentioned is that the reports have no URL you can copy and send to someone to easily view the report. The actual UI is clunky and what I am referring to is finding reports I have created is a pain as you can only filter to All, Private, Shared or Curated. Everytime the page refreshes i.e. after deleting a report if you have set it to Private then it will go back to All. These may seem small issues but are extremely frustrating from a user experience view.

0
Apprentice
4 years ago
ChrisVizlib
Contributor
ChrisVizlibContributor

Allow push to slack as action for time-triggered automations in FreshDeskClosed

Hey basically it would be great to allow that as currently only to do that is via email to my agents which can be cumbersome, a quick Slack message would have more impact!

0
ChrisVizlib
Contributor
4 years ago
Skilled Expert
Jerome.HaynesSkilled Expert

Ability to change contact with automations and/or apiClosed

Hi, One limitation in freshdesk is that you can change contact of a ticket by editing the ticket manually but not through automations/api.  require the ability to do this through automation (Preferably) A good example use case for this is Receiving alerts from one central source For example Alerts@freshdesk.com That alert may be to do with 10x potential customers for example Currently we need to Edit Contact > Change contact to that customer manually The goal is to automate this somehow based on the subject so then agents aren’t having to manually edit the contact which is laborious and inevitably can be easily missed - thus meaning this doesn’t feed into the time sheet reporting we use for that customer and time log entries for that customer can be missed If this worked with automations the automation could look at something like the subject > and then can change the contact or company based on the subject or body of the message as the subject is different but not the requestor e-mail address ThanksJerome

0
Skilled Expert
4 years ago
Contributor
mdeleon

Freshworks support shouldn't need to use daily passesFuture Consideration

Sometimes agents forget to add the daily passes when they use them for support. It’s understandable, they’re busy people. Instead of relying on them doing the needful and/or forcing us to request those passes back, we could potentially do one of these things:Have the system recognize the freshworks.com domain when creating a user and make it so they don’t use the daily passes. Have a third option for adding an agent called “Freshworks Support”, so the options would be: “Full Time” “Occasional” “Freshworks Support” and make the 3rd option only accept e-mails with freshworks.com domains.This would ensure that Freshworks support never uses up the passes and we don’t waste more of their time requesting that those be added back.

2
Skilled Expert
4 years ago
Contributor
yvoheinen

In the ticketlist, show the specific tracker- ticket where the related tickets, are related to.Closed

Currently you can filter all related tickets in a ticket - list (Table view).  Unfortunately this doesn't tell you to which specific Tracker-ticket these tickets are related.  It would be helpfull to either have:An option to filter on a specific tracker ticket. (Desired option) And/or  an extra ticket-propertiy column which shows the Tracker ticket (id or subject)Thus making it easier to bulk-edit/update the correct related tickets. 

1
Skilled Expert
4 years ago
Skilled Expert
ggallawaySkilled Expert

Choose from service catalog for Scheduled itemClosed

I would like to be able to choose a specific service catalog item within the “Admin->Schedules” options within FreshService. This would allow for including additional details while maintaining other workflows/processes that can be triggered from events within these service items. The way I see this working would be to insert an option to choose a specific SR when service request is chosen from the type dropdown as shown above. From their you could display the ‘request item’ dialog that is used when adding a SR item to an existing ticket. pre-populate the fields and use that data when creating the scheduled SR 

0
Skilled Expert
4 years ago
Apprentice
MelissaJoApprentice

Arcade Badge Updates - gender inclusivityClosed

There are several badges that are specifically masculine in name and none that are specifically feminine in name.  Ex:  Gameboy.  Minute-Man.  and several others. These should be updated to be more gender neutral, as I would not want to utilize these for a team of mixed company, as it is not inclusive. Thanks!

0
Apprentice
4 years ago
Contributor
pmesritzContributor

Support for NPS (NetPromoter Score)Closed

It's interesting that a brand new survey system was rolled out but it's left out one of the most prevalent surveying systems/scoring methods out there. https://support.freshdesk.com/support/solutions/articles/215320-what-has-changed-in-the-new-satisfaction-surveyIs there any chance that NPS is being worked into the system?

16
4 years ago
Apprentice
MikaApprentice

Show company details directly in ticket "edit contact information" viewClosed

It would be awesome if company details can show directly in ticket "edit contact information" view.When company information is actively used, this will save each user a truly many clicks per day.  

2
foxcubmama
4 years ago
Rustam
Apprentice
RustamApprentice

Automate ticket subjectClosed

Recently we added freshdesk feedback form as a contact form in our website.The user should choose name of the service which is interested from dropdown. Question: how we can have name of the service as a subject of the ticket when ticket is created. Contact form you can check here www.pexpats.com Thanks 

0
Rustam
Apprentice
4 years ago
Contributor
rmarierContributor

Add more entry per page to help erase Russian spamClosed

In the contact page , it would be helpful to add more than 90 entries per page to select more Russian spam contact to delete themSince there is no possible and effective update for this recurring problem, at least we could delete 200 or 500 entries at at time , saving us a lot of work ...

1
Contributor
4 years ago
Contributor
andrewzzContributor

Todo tasks: increase size to fill in completely right sideClosed

Dashboard has valuable info, but tasks on it are placed on right bottom corner. Only 2 items visible, however can be many in the list. I use it regulary and each time I scroll the list, I think about the freshdesk developers, do they really care about UI? More than a year the same proposition was made, nothing changed in design. Hardcoded… Top left graph with the progress on tickets can be resized, less space use, don’t care about it in detail. But the task list is must-have. 

1
Contributor
4 years ago
chanthea
Apprentice
chantheaApprentice

Support Khmer for knowledge baseClosed

Please add Khmer as a language support option for KBase.

0
chanthea
Apprentice
4 years ago
Anabela
Apprentice
AnabelaApprentice

export data directly from the views pagesClosed

It would be very useful to be able to export data directly from the views pages  of contacts, accounts, lists and dealsBeyond that today it is possible to program an export or export all the data, or export from the underlying data of the analytics widgetIt would be more useful for sales or marketing agents to get this more easily from the views.For example, in freshdesk if it is possible to export a large part of the data from a tickets view, it could be solved in a similar way for Freshsales and its data record views

0
Anabela
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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