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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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Apprentice
JroosApprentice

Requester's CC Field for ReqestsClosed

If possible, can we have an option to automatically populate current requesters in the CC area of a ticket/service request submittal? Right now we have to type in the email addresses manually, so if we need to add many people to the cc line, it is time consuming to type out or copy/paste into the field. Agents are able to to it on the agent side but requesters are left to enter it manually and can be frustrating at times when 10+ people need to be involved in the communication.   

0
Apprentice
4 years ago
Apprentice
LizTApprentice

Resolution Summary BoxClosed

It would be nice to have a box at the top of the ticket where agents could update the ticket with the “resolution”. Similar to the “summary” box now.Our customer success team retains the ticket through the entire lifecycle as the main group, however it might get passed around to several internal groups. Once the solution to the issue has been identified, if there were a text field at the top that could be filled out, it would easier at a glance to see the resolution.

0
Apprentice
4 years ago
EdithCI
Apprentice
EdithCIApprentice

Feature request: An agent should be able to reopen an archived ticketClosed

Once a ticket is archived, we can only delete it, we can’t reopen it If the contact reply to an archived ticket it will reopen, we should and would need as an agent to be able to reopen the ticket for follow-ups!  Thanks

0
EdithCI
Apprentice
4 years ago
Apprentice
jeffobrienApprentice

Gitlab Integration EnhancementsClosed

Proposed Gitlab Integration enhancements:-In addition to Status, assignee, and Subject, add a section in the gitlab widget to display labels associated with the gitlab issue linked with the ticket.  The ability to add labels would also be desirable.  Gitlab uses labels to provide additional information about an issue that would be helpful besides whether its just open or closed.  We use labels to covey additional steps in the development process that our support personnel would benefit from.-I’ve noticed that only comments sync, if additional audit info could be synced that would also be helpful, such as someone adding a label, mentioning another gitlab issue, changing assignees. -The ability to sync previous notes/updates from the ticket to the gitlab issue once created.  Issues that originate from the ticket may contain useful contextual information that would be helpful to pass onto the gitlab issue.  The same would be in reverse if the ticket is linked to an existing gitlab issue, having the previous comments from gitlab syncing into the ticket would also be helpful.-Attachments:  sometimes log files (or other diagnostic output) or pictures need to be included with the issue once created in gitlab.  It would be helpful if attachments (files and pictures) could be sent across the integration. Ultimately, we are trying to facilitate a smooth handoff of information between our support and development teams. 

1
Apprentice
4 years ago
klaviyo-ejb
Apprentice
klaviyo-ejbApprentice

Group approvers - sending approvals to all or some members of an existing agent groupFuture Consideration

It would be great to be able to send approvals for SRs and CRs to the agent group taking care of the issue.

0
klaviyo-ejb
Apprentice
4 years ago
Apprentice
ron at ardensoftwareApprentice

API should allow creation of notes for company and contactClosed

I see that you can add notes (with attachments) to a contact or company similarly to adding conversations to tickets.Moving from a legacy system into Freshdesk, we are using the API to transfer some history - including notes - from our existing contacts and companies. It would be helpful to also add the notes and attachments to those contacts and companies.However, the V2 API does not allow us to create notes or conversations  or attachments (nor retrieve them). It would be helpful if this were added to the API - we have a large number of contacts and companies and notes - too many to do manually.

2
4 years ago
Apprentice
e.vandermeijApprentice

Track usage of canned responsesClosed

It would be great to be able to track which canned responses are used most often or not at all and how these influence the First Response SLA's and Resolution SLA's.  These would help improve the content of the Canned responses but also help determine which can be removed or what new content must become available. It will also benefit the agent's development because it would provide an insight on our their choices. 

7
foxcubmama
4 years ago
Apprentice
goncrossingApprentice

allow users to add cc email when creating ticket via feedback widgetClosed

Hello, I want feedback widget to be the primary ticket source for my users, since it allows them to contact me without leaving the app. However, a lot of them ask for the cc feature in there. Can Freshdesk add this option?

0
Apprentice
4 years ago
Apprentice
jd_20686Apprentice

Agents should be allowed to post public canned responsesClosed

I really need the feature wherein an agent can add canned responses visible to anyone. It's non-sensical that they're not allowed to do so.

3
bailsiee33
4 years ago
Apprentice
quentinApprentice

CSV export for Analytics Reports not just WidgetsClosed

I’ve created a report in Analytics and current I can only export that report as a PDF. If I go to each widget I can export all the widgets as CSV files. I would like to have the ability to export the entire report as a CSV. It seems a bit silly to have to export a 10 page report with multiple widgets per page one widget at a time just to get the data in CSV format. This is doubly true when the documentation says you can do the entire report as a CSV. https://support.freshdesk.com/en/support/solutions/articles/240703-scheduling-and-subscribing-to-reports-in-analyticsScheduled reports let you keep track of how your helpdesk is doing without logging in. As an Administrator/Supervisor, you can schedule your custom reports so that you regularly receive them as PDFs OR CSVs in your inbox. Schedule reports for yourself and for anybody who is a part of your helpdesk, i.e, any non-deleted contact (agent or customer). However, you can schedule reports only if you have Edit access.

0
Apprentice
4 years ago
Apprentice
kurtApprentice

Using Slack / Freshdesk Automation rule to notify if an agent violates SLA targetsClosed

I have linked Slack to FreshDesk with the hopes of running a notification rule of sorts but I'm unsure how to set it up. If such a thing even exists.What I want to do is:Analytics monitors average SLA, answer time, call handling time etc of each agent. If an agent violates the SLA target a notification is sent to a designated channel on Slack to inform supervisors.Is this something that can be done? If so, how?Thanks for any help you can give

2
mcpayne
4 years ago
marion.lubat
Contributor
marion.lubatContributor

ACD functionalityClosed

The requirement would be to have an automatic call distributor (ACD), a system that can route inbound calls at the same time on different agents.Today, calls are distributed one after the others and not at the same time.It would decrease the abandonment rate and improve customer experience.Marion

0
marion.lubat
Contributor
4 years ago
marion.lubat
Contributor
marion.lubatContributor

Tickets view in the Helpdesk ticket widgetClosed

The requirement would be to give our clients the ability of checking their ticket details within the widget. The widget has been designed as of today to display the solution articles and create tickets but not to view the tickets.We already have corporate portals and widget is really easy to integrate but not enough to answer our clients needs.Thank youMarion

0
marion.lubat
Contributor
4 years ago
_Jordan
Apprentice
_JordanApprentice

Feature request - exclude links from "Contains" automationsClosed

Proposal: When creating an automation and you use “Contains” or “Does not contains” for Subject/Description - Example: Have a checkbox that excludes checking links.Why:Let’s saying we’re creating an automation that’s trying to capture Subject/description that contains “2FA”.If you have a 3 letter or less word there’s a good chance that an embedded link contain this word from time to time.Example:The account settings link here:  https://link.trustpilot.com/ls/click?upn=xVXpoPuYr1HZaY0c8NVgj6iuJbOBAFi4hfgR7k5EB1A-2F725APuCuIbiFJMMRNZMDOaF9wGc5dWYiT0q8mHZNDGZVWq2tJfwog2Asi1nkWuA-3DTeCX_t6rNZH6dypDIrJB92PWRvrjAVwTdqGfAOuoIW8vPXvQkj0JumX42FrDxF-2B5uMJ7suVxd-2FoNhhgvQGEh3BIaMlFQCaaUOq7Nj05iWdZTwXHfGDpVavCKAKxuF7N1E5m-2BJLsIY1FNBHyB9vhbtLQncAGqPKGhbUF-2BypyUTo4X8KSlSR4iugpW6ccUM2fAo6RZmeCUvmTQ1A8SV3L0xqjCsgfbIXg-2F1iw6wCeuDPQV4pnQLs83eNmJ6ONyJlpIk4KD-2Bk0wByQ1zhdTSuphek2Tkt0VsJNGxOCPHNBvBZzGa2HehcoJVS1cRVMxkMomxsvuKK8Y5Fv8Az1WtHAdE-2BOrOeM4Dtek5CMlArNWboJWZAMAofw-3DIssue with the work around: I can easily use “Has none of these words” or “Has any of these words” - except you need to account for all iterations of that word.Example: 2FA. 2FA, 2FA! 2FA!? 2FA?! 2FA? 2FA) (2FA (2FA) -2FA 2FA: 2FA; “2FA 2FA” “2FA” etc etc. There’s a chance an angry user may even do “2FA!?!!”, which then the combinations get a bit out of control.

0
_Jordan
Apprentice
4 years ago
nhess
Contributor
nhessContributor

Suggestion..Closed

So in my trials to make this: I have realized the need for..an extra level of nesting dependent fields, 1 level of dependent fields is just not enough. sorry, but thank you if this gets considered! dependent fields for asset fields as well.(if a asset state is …,then dependent field shows up) allowing for an auto increment feature, maybe hidden from viewers. This would allow like in my situation if asset state # is 30 or higher create a ticket maybe adding in an allowance for outright if this then this? JSON is nice but when using servicenow previously it helped quite a bit. if{{ticket/asset_fieldname}} then do this action Thank you guys!! Loving this so far

0
nhess
Contributor
4 years ago
alephtaph
Contributor
alephtaphContributor

Asana integreation - Call Asana templatesClosed

I would be great to be able to call Asana task templates when creating a workflow with the Asana integration. I’m able to create a new task within an Asana project, but not use a task template I have created.

0
alephtaph
Contributor
4 years ago
alephtaph
Contributor
alephtaphContributor

Nested location filterClosed

It would be a huge improvement to be able to filter by location and the relevate child.i.E.:Europe (Shows everything below (Europe, Germany, France, Switzerland, Zurich, Bern) Germany (Shows Germany only) France (Shows France only) Switzerland (Shows Switzerland, Zurich and Bern) Zurich Bern I have a location with 50 sub locations, so it is impossible to list all assets from the one location and I have to manually go trough all of them.

0
alephtaph
Contributor
4 years ago
mikko.virta
Contributor
mikko.virtaContributor

Disabling quoting by defaultClosed

In noticed a closed topic from 6 years ago (below) and to me this is still relevant and unsolved. When tickets contain third parties, internal communication etc. there is a risk that some internal communication end up in the customer’s inbox. The quoted text also often bloat the ticket with repeated quotes with the same content. We would need an option to disable the quoted text by default and to only show it if you choose to do so. Basically the current functionality but in reverse. I know there’s an app that removes the quoted text, but it’s too aggressive as it removes the quoted text also from forwarded messages which is a little oversight from the developers. This renders the app useless in our case at least.  

0
mikko.virta
Contributor
4 years ago
Skilled Expert
mbaumanSkilled Expert

Don't require third party cookies for core functionalityClosed

“Failed to load page. This may be due to your browser blocking third-party cookies.”Why do you need third-party cookies to install integrations? This seems very strange and should not be required.

1
foxcubmama
4 years ago
mandeej05
Apprentice
mandeej05Apprentice

Change Default Color PaletteClosed

The ability to change the default color palette would safe significant time when creating reports. Currently, you have to manually enter every color each time you create a new report if you don’t want to use the default color palette. 

0
mandeej05
Apprentice
4 years ago
jeffshurtliff
Contributor
jeffshurtliffContributor

Show the parent category when moving solution to another folderClosed

When moving a solution to another folder, it becomes difficult to know where the destination folder resides when different categories have the same folder names, such as “General”, “FAQ”, etc.It would be great if the parent category was shown for each folder in the search results to make choosing an option more intuitive and less trial-and-error. 

1
zachary.king
4 years ago
Apprentice
fmenaresmApprentice

Agents interactions by Row ReportClosed

Hi!I found a few restrictions related to current xls reports. Report only show the number of interactions for ticket in a specific cell/column but we are looking for a report with a the interactions/tracking by ticket by row (one by one) because in an specific ticket one or more agents could interact with our customers (ie. one agent follow all the interactions but another close it). Thanks & Best Regards!

0
Apprentice
4 years ago
Karel Vanderfeesten
Apprentice
Karel VanderfeestenApprentice

Adding ticketID to create_outbound_email API callClosed

Hi there, Would it be possible to add it on the roadmap of the API development to add an additional argument (Boolean y/n) to add the ticket ID to the subject of the mail ?For our customers this would really be a benefit as we are creating automatically tickets by using the create_outbound_email API call but we have no idea what the assigned ticketID will be as this is defined internally by Freshdesk.However a lot of our customers are calling us regarding these auto-generated tickets but when our first line support asks for a ticketID they cannot give it as they simply do not have it in the received email.. A big thanks in advance for discussing this with the project team. Kind regards,Karel

0
Karel Vanderfeesten
Apprentice
4 years ago
Contributor
kevinl-stcuContributor

Option to Select all CAB Members in a Change Automation Approval Mail ActionClosed

When you send an approval email to a CAB group, it populates the CAB members section with all the currently existing members of that group.If you add more members to that CAB group, it does not automatically add them to the workflow action, leaving you to remember you have to go edit those. Depending on how many workflows you have, and also depending on if others agents are adding users, this can have mixed results. It would be nice to have an option for “All CAB Group Members” or something similar to reduce the chances of the workflow missing CAB members.

2
manns
4 years ago
Shell
Apprentice
ShellApprentice

Search Widget based on latest articleClosed

Right now - articles in FreshDesk are searched through the support widget by the number of clicks they receive.I am suggesting that the search be by the latest article (or an option to change the search).  Use case - we post all our release notes to FreshDesk (for 3 applications) - the search will pull up articles from 2021 because they have the most clicks. I want the search to pull up the latest articles as they are the most relevant.  We send the release notes through our CRM system, not FreshDesk - so the customers are clicking on the article in the email, not in FreshDesk. 

0
Shell
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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