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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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kentmorgan
Apprentice
kentmorganApprentice

Get to forums or topics from the feedback widgetClosed

We’re a small company and leveraging super users in our community is part of our customer support strategy. It would be extremely helpful if forum topics came up in the search results of the widget and if there was a way to go directly to a forum from the widget, similar to how you can show solution articles.

0
kentmorgan
Apprentice
4 years ago
Apprentice
vsciancaApprentice

Get a Spam Metric for current and past monthClosed

For our quaterly and annual reports, we need to meassure the quantity of Spam tickets we received. Right now we are manually counting the Spam tickets, month by month, in order to have this metric at the end of each quarter. Unfourtunately there is no way to track this for all previous months and we have no way to complete our annual report.A Spam Metrics is usefull for us to meassure the percentage of real tickets over the total amount of emails received and allow us to make different estimations along time.Having this metric available will not only avoid the manual counting we are making but also will help us to acces to previous months information.

2
manns
4 years ago
bcrider
Apprentice
bcriderApprentice

Ticket Type - Default fieldClosed

The “Ticket Type” default field should be changed to a Dependent field type instead of the drop down it currently is. Most customers will use more than one layer of ticket types and this would allow them to do that by default instead of having to add sections that appear dependent on what you select. 

0
bcrider
Apprentice
4 years ago
bcrider
Apprentice
bcriderApprentice

Analytics - 100% by dayClosed

Analytics should allow you to force things to be 100% by date if you add the date in the “Group by” field. Example, if I run a weeks worth of data for tickets by source, and add a group by date & source option, I might want to know what % of ticket were submitted by source by day, It should not total 100% for the entire timespan, but 100% by day.  

0
bcrider
Apprentice
4 years ago
Apprentice
SchunkertApprentice

A vissible reply insie of the automationsClosed

I really would appreciate if there would be a possibility to reply to a ticket automatically and this reply would be visible for my agents AND for my customers inside of the ticket. Actually there is just the possibility to send an email to the requester, but this means the agent and also the customer can’t see the mail when the have a look into their ticket. If you check a ticket and read the conversation you will also miss information that are automatically send. Yes - we as agent can see that there is something send, but the agent don’t know exactly the content of the mail that is send to the customer and the customer itself couldn’t see the activities already. Checking the case after a while and trying to follow the conversation will be difficult if there are allways holes in the conversation flow, due to automatic replies. It would be nice to get the possibility to add a public note or a normal reply!Thanks in advance. Best regardsAndreas

0
Apprentice
4 years ago
AlexandreDaltro
Apprentice
AlexandreDaltroApprentice

Add Webhook to sales sequence.Closed

I wish to be able to add Webhooks between the sales e-mails, and also notes.The tasks could have the description field avaliable (now there is only the title).Now, to achieve what I need, I have to create a task and a workflow for each webhook I want to send.That would help a lot!Thanks.

2
AlexandreDaltro
Apprentice
4 years ago
ady
Contributor
adyContributor

Ability to turn off mobile notifications for spam (Android)Closed

I receive app notifications for tickets marked as spam, and would like to be able to not receive these by default, or have it as an option within App settings. In our particular use case, a spam email is received every minute or so, and this causes mobile notifications to our agents. The only way to not be notified is to turn off all new ticket notifications, which defeats the purpose of support on-the-go.

0
ady
Contributor
4 years ago
BPJ
Apprentice
BPJApprentice

CSAT Export needs better configuration optionsClosed

When exporting CSAT responses to CSV it would be useful to have more customisation options.  It is not currently possible to export the ticket subject and the customer’s comments all in one report.  In the (not so) new Analytics we can export something that includes the ticket subject but not the customer’s comments and in the (even) older Reports we can export the comment but not the subject (only the ID).  It seems rather obvious that the customers comments are important, and that we need to know what they were commenting about - i.e. the ticket subject.  To avoid managers having to open and read each individual ticket we need to be able to export the subject, rating(s) and customer comments in one place - quickly and easily.  So far this is not possible in Freshdesk.  

0
BPJ
Apprentice
4 years ago
Apprentice
AdvocateJuanApprentice

Ability to Setup Multiple conditions that will trigger multiple actions based on the condition in FreshdeskClosed

Hi Everyone,We operate in Freshdesk to serve our clients and tried to setup a simple automation that would route a ticket to a certain group based on the keywords that are entered into the subject line.   For example:If the subject line has ‘internal’ and ‘mobile’, then route to the internal mobile groupWe need this but for multiple words and diff groups, we tried to do this in one but it is not available per Freshworks.  It would mean creating individual automations for every group.  Can we add this as an enhancement for near future? :) Juan 

0
Apprentice
4 years ago
peterbaran
Apprentice
peterbaranApprentice

Feature Request: Update to single-line text field should trigger a ticket update automation ruleClosed

Update to single-line text fields isn’t considered a ticket update and it is the current product behavior.Changing a Select Field for example and hitting update does trigger the event and the webhook, but the problem is that the single-line text field alone does not. This should be fixed, as updating a text field is certainly an update to a ticket.As a result, we cannot trigger an automation rule when text fields get updated only and not others.

0
peterbaran
Apprentice
4 years ago
BrendaM
Active Contributor
BrendaMActive Contributor

Freshservice - Freshdesk integration: Enhanced Mapping and AutomationsClosed

I worked with IT this morning to set up the integration.  Besides the previously submitted Idea to allow Freshservice to initiate a support ticket with Freshdesk, I identified three other suggestions that would  greatly improve our workflow. Mapping: Improved mapping options: When setting up mapping, currently the field cannot be mapped with different directional selections.  Desired scenario: Freshdesk to Freshservice status mapping Closed to Closed.  IT wants to know if we close our ticket before they do their work. BA team does not want our ticket closed because we may have other work on our end to complete. Freshervice to Freshdesk mapping: Open to IT work In Progress and Resolved to Open.  We want to put the ticket in a ‘pending’ status while IT is working on their part.  We want it reopened when the IT work is resolved so the BA can review to see if this resolved the overall issue or if further work is needed on the systems side. Mapping improvement: When Freshdesk status of Resolved was set to map to a custom status, our ticket was automatically indicated as Resolved and no longer showed up in Unresolved ticket lists.  This is undesirable as the agents focus on unresolved tickets.  We had to set the mapping for Freshservice Resolved to Open in Freshdesk for the ticket to remain ‘open’.  Improved selections under Automated Notification based upon ticket updates: When using mapping, the System is updating the status. Use case: Set up a notification to the agent with a link to their Freshdesk ticket when the ticket is automatically opened based upon Freshdesk status mapping that reopened the ticket.  They get a notification from Freshservice, but there is no reference to their ticket.  They need to find it.  It is much more efficient to provide them a direct link in a custom notification.  However status is currently only available as a selection if the change is requester or agent.

1
BrendaM
Active Contributor
4 years ago
academya1
academya1

Online Live IT Training Courses & Internship - A2N AcademyClosed

Achieving 100% excellence in teaching and career placements with a respectable income.We are focused on empowering the students & professionals in technical skills to face the world with confidence, talent, courage, and a competitive mindset through quality training by providing them the right exposure with value-based industry updated course modules and a learning-by-doing approach.https://www.a2nacademy.com/

1
academya1
4 years ago
vtrofimov
Apprentice
vtrofimovApprentice

Thread Freshdesk Responses Regardless of SourceClosed

When a user creates a ticket in the Freshdesk portal, they can decide to continue replying to the ticket in the portal or to reply to the email notification of an Agent response. Currently, based on Freshdesk Support feedback, if the user replies to the email notification - this will generate a new ticket (regardless if the email subject has the correct ticket ID match). This seems like a no-brainer feature to implement - as long as the email has the ticket ID in the subject, thread it into that ticket! It should not matter if the ticket was created in the Portal first.

2
Apprentice
4 years ago
Apprentice
john.cherianApprentice

Please do have a Check at ticket creation time to see the subject first and then unique message Id and thread. Closed

We can not keep on educating all our customers….. A customer may open an old email send to Service Desk and click reply all and change the subject and contents for a new request, but due to this unique message id checking functionality, the new request is getting threaded to old ticket and many critical customer issues are getting missed. Please do have a Check at ticket creation time to see the subject first and then unique message Id. HUMBLE REQUEST as we lost many customers already!

0
Apprentice
4 years ago
Contributor
ba-operationsContributor

Disable curated reportsClosed

Hi,We need to disable curated reports or restricted the access only to specific roles.Regards,Davide

0
Contributor
4 years ago
jdjurici
Apprentice
jdjuriciApprentice

SLA Policies Additional Condition Field or Multiple products under same PortalClosed

Would be great and hopefully not too hard to implement to allow for Additional Fields matching since SLAs can apply to various types of same products. What could work is to allow for matching on Tags field and then use automation rule to assign various tags and based on that apply different SLA policies.For us problem is that we want to use multiple products under same portal and avoid using multiple emails and portals. As example you sell one Product that has multiple sub-products with different SLAs:Our Software product (99.999%) Third party software product (99%) Hardware part (98.5%) Network link (99.9%) … you get the ideaWe don’t want Customer to have separate email to report problems or login to different portals, since this would overly complicate and confuse them.What we did as workaround is to define various groups (of same agents) and use automation to apply group based on certain ticket fields, however that is not the best use of groups if you ask me and complicates management.

0
jdjurici
Apprentice
4 years ago
Apprentice
joshbApprentice

Interrupt keys or modifiable keystrokes for keyboard shortcutsClosed

There’s been some discussion about this but no attention from the mods that I can see. I posted a discussion https://community.freshworks.com/topic/show?tid=22770&fid=11246 about this but no joy. Others have had the same issue with shortcuts firing unexpectedly. One thread about this sat there for 4 years and then was archived without explanation. Anything new?

0
Apprentice
4 years ago
Steve Brand
Apprentice
Steve BrandApprentice

Add BCC to Workflow Action Emails AutomaterClosed

Hi, So one thing that’s missing from the Workflow Emailer is the ability to send BCC emails. It can have an unlimited number of people in the “To” field, but that’s the equivalent of a “CC” email.  In order to replicate a BCC email, you need to copy the email multiple times, which gets inconvenient for adding/removing multiple users, updating the email message format, and makes the workflow more unwieldy to navigate. That’s not even all of the 11 BCC Recipients. Thanks!

0
Steve Brand
Apprentice
4 years ago
SpeedRacer
Active Contributor
SpeedRacerActive Contributor

Set Ticket Fields Options App - Rule SortingClosed

I need to insert 6 new rules into this app in the first 6 positions (above all the existing rules), so that they run before the rest of the rules.Currently, there is no way to do this except for re-creating all the rules, which is insane.We can currently only add a new rule to the bottom.Please please please, allow us to re-order the rules in this very powerful and useful app.

0
SpeedRacer
Active Contributor
4 years ago
Apprentice
gregory.muirApprentice

Forward the entire content of a ticket, not just pieces of itClosed

This topic seems to have come up a couple times but I haven’t seen a great answer on it yet. If you hit the forward button at the very top of the page, it forwards the first email that started the ticket. If you pick the disappearing forward button that pops up in subsequent replies, you will get some of the ticket but not all of it. I think the threading only includes that particular conversation. So, for example, I get a ticket that looks like this:Customer -- I have problem! internal note -- it’s a doozy forward: hey internal department, could you look at this?customer reply -- we have more info to add.If I forward the last customer reply, the internal note and forward aren’t included. 

0
Apprentice
4 years ago
Apprentice
mark.mApprentice

Forward button should quote the entire conversation, not just the first messageClosed

Clicking "Forward" at the very top or very bottom of a ticket conversation only quotes the first message in the ticket.To forward the entire conversation you have to click the "forward" icon in the corner of the last message. Many agents find this counter intuitive.:)

5
Apprentice
4 years ago
Contributor
lois_spangenbergContributor

Export automation rules and canned responsesClosed

I would like to be able to export a spreadsheet showing all of my automation rules. I have a lot of them and keeping them organized and up to date would be easier if I could export a list of them.The same is true of canned responses. I would like to be able to export a list of at least the subject line -- probably a list of the directories with the canned responses in each. This would help us keep these up to date.

2
Bex
4 years ago
Apprentice
carla4

Freshdesk Holiday Theme - AccessibilityClosed

Hello,We have enabled the Holiday Theme in Freshdesk and have found that the ticket number is partially obscured by the depiction of mountains in the banner. This is because the font color used for the theme is not dark enough or bold enough to stand out against the background image. Can you please consider changing this to be better defined?Thank you.

0
Apprentice
4 years ago
Apprentice
Keith EltmanApprentice

Survey EnhancementClosed

We would like to be able to add additional questions to our existing survey, as we currently only show one available. Can the ability to add additional questions be considered?

0
Apprentice
4 years ago
Contributor
bart-jan.woltersContributor

Make trash folder and spam folder searchableClosed

Make trash folder and spam folder searchable.We sometimes have human errors and need to recover emails from those areas.However since we now have 400+ pages worth of email in those, it is impossible to find items.Please add a search function.

7
CristianL
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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