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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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Dim
Apprentice
DimApprentice

collaborator notification managementClosed

Is it possible to disable email notifications or create notification rules for collaborators? Indeed, some employees and especially collaborators do not need to be notified of every action taken on a ticket by an agent.

0
Dim
Apprentice
4 years ago
Aleksandra
Contributor
AleksandraContributor

Provide a way to enforce 2FA to Freshdesk ContactsClosed

Hi,In order to support our customers securely we need to enforce 2FA for all the Freshdesk Contacts logging in to the Customer Portal.Please make this feature available.

0
Aleksandra
Contributor
4 years ago
Apprentice
JroosApprentice

Workflow Automator - Sort by GroupsClosed

Currently the workflow automator is sorted by order of priority from top to bottom which is a great methodology however, as time progresses my workflow automations are getting very extensive and I find it hard to find the ones I need to review or change. I think it would be great if we could sort them similar to how the business rules are setup currently for the service requests. The business rules assign the rules based on which service request you are targeting. Maybe the workflow automations could be sorted by the groups we have created or by priorty. Priority meaning there is a drop down that selects priority 1 to rules those specific rules first then if i select priority 2 then those rules run, then selecting 3 means those rules would run after 1 and 2, and so on and so forth. That would be really helpful with organizing the automations visually. Not sure of the possibilities for this as I am sure a lot of programming would be needed but that’s why it is an idea 

0
Apprentice
4 years ago
Apprentice
JroosApprentice

Exception changes for specific groups to view solutions in bulkClosed

Currently there is a way to bulk update tickets and service requests to let only specific groups see them on the portal. It would be really awesome if we could bulk update solutions for specific groups too. The only option I see at the moment is to update each item individually and this is very time consuming. We have many folders in our solutions area but, to go through each folder and each item in the folder would take many hours/days to update and hide it from one particular group of requestors or agents. 

0
Apprentice
4 years ago
ChrisElsworthy-CI
Apprentice
ChrisElsworthy-CIApprentice

Provide a 'DRAFT' option (like Gmail)Closed

When composing an email, please allow it to be stored as a Draft - and allow one to ‘save as a draft’ like Gmail offers. At the moment, navigating away from a new email mid-composition, means it is deleted… very frustrating. 

0
ChrisElsworthy-CI
Apprentice
4 years ago
ChrisElsworthy-CI
Apprentice
ChrisElsworthy-CIApprentice

Normal 'Inbox' like every other email platform, ever.Closed

Please offer a normal ‘see new emails when they are sent to you’ style inbox, as an option so we can achieve the main goal of checking emails. It can be like Gmail/Hotmail/Outlook etc - and include emails that you are CCd on even if you are not the main recipient - again, can copy the standard email setup everyone else uses. 

0
ChrisElsworthy-CI
Apprentice
4 years ago
jllaudet
Contributor
jllaudetContributor

In Freshdesk is to have smiley face in satisfaction surveys.Closed

One idea that I would like to see implemented is to have the smiley faces ( ) in the Freshdesk surveys. There are only boxes of 3, 5 or 7 colors that are a bit ugly and I think that the faces are much more effective for their resolution.I see that it is in Freshservice but I don't see how to have it with Freshdesk for clients. I think that the option of smiley face in satisfaction surveys is much more focused on Freshdesk and customer service, when can we have this feature in Freshdesk satisfaction surveys? It is important in the eCommerce channel to improve the CRO, among other things.I await your response,Thanks a lot!

0
jllaudet
Contributor
4 years ago
mcloud1
Apprentice
mcloud1Apprentice

Add Date Range for HolidaysClosed

As a school we have holidays that span 2 weeks at Christmas/New Year and Easter and 7 weeks in the summer.It is a real pain to have to add these holidays as individual days rather than being able to add a date range.

0
mcloud1
Apprentice
4 years ago
mcloud1
Apprentice
mcloud1Apprentice

Add Year To Holiday Date CalendarClosed

We have our holidays planned more than one year ahead it would be useful to be able to set them on Freshdesk as they become known.Currently, you cannot even set new year holiday dates before the new year starts and you are already on holiday!!!

0
mcloud1
Apprentice
4 years ago
Apprentice
jmg232Apprentice

Allow tel: links in ticket summaryClosed

We would like to be able to include tel: links in the ticket summary. We have a custom integration that automatically fills the ticket summary with information from our veterinary medical records system -- client name, address, phones, as well as a summary of their pets’ medical info. Since we use Freshdesk Contact Center for voice calling, we want to be able to click on a phone number in the ticket summary and initiate the call through Contact Center, just like the tel: links in the Contact Details pane. (Our summary has space for more phone numbers, as well as a detailed description of each number, so it’s more useful for us than the two phone numbers in the Contact Details pane.) Currently, we’re able to add other html links in the summary (such as http and mailto) but not tel links.

1
Apprentice
4 years ago
Apprentice
dave.forsterApprentice

Additional Forum "Visible To" optionsClosed

We work with large businesses with many different divisions, all with different remits so having a bunch of forums for an entire organisation doesn't really work for us - it's too messy so to speak.It would be very useful if we could create forums and limit visibility to sub sets of contatcs such as individuals, or groups (where the group members are contacts.. not agents), or having a Department Field on a contact with the ability to limit forum use to deparments would be a significant advantage.The current options to limit forum use aren't granular enough for our needs at the minute.

3
4 years ago
Skilled Expert
Denise.S.PSkilled Expert

Integration of Freshservice InformationClosed

There are so many benefits to using Freshservice, and each time you build out a “branch” it takes a good bit of time, planning, building, testing, then implementing.  It would be valuable to have the information viewable across the platform.For example, your organization are all requestors and you build out Employee Onboarding. If you could “link” each of those fields you build out in Employee Onboarding to those requestors profiles, then you know what each requestor has access to at a glance. From an IT perspective, this can be helpful when on the phone, or viewing a ticket they opened trying to resolve an issue.  This would benefit as well if you build out functionality of Employee Changes, as well as Employee Offboarding.  You would know at a glance when it comes through exactly what systems to go in and remove them from. 

0
Skilled Expert
4 years ago
SusanWarrenTPC
Apprentice
SusanWarrenTPCApprentice

Add the ability to remove the null option from dropdowns in ticket fieldsClosed

This would help make our data much cleaner if we could remove this option from certain fields.

0
SusanWarrenTPC
Apprentice
4 years ago
Gibson13
Apprentice
Gibson13Apprentice

Shortcut to Assign Yourself to a TicketClosed

There is an article saying this feature already exist but support is telling me that is an error.But since the article is already out there why not make it a feature? https://support.freshdesk.com/support/solutions/articles/186758-using-keyboard-shortcuts-in-your-support-portal 

0
Gibson13
Apprentice
4 years ago
Apprentice
thcdaApprentice

Exporting Freshdesk ticket no to JIRA as manual field.Closed

We would like the option for the freshdesk number to be exported In JIRA when we run reports. The only way I can see of feasibly achieving this is when linking a freskdesk ticket to JIRA, we would need a manual field to be outputted to JIRA so that this can be picked up in exports & filtered.  Support advised that this cannot be done and that the field would need to be added manually but to type out each FD# is too time consuming.  Please look into this & see if this can be done.

0
Apprentice
4 years ago
rvela.gw
Apprentice
rvela.gwApprentice

Open Image in New Tab buttonClosed

When clicking on an image inside a ticket, Freshdesk will display the image but will be scaled down. There is a Download button below the image that allows user to open from the desktop and view the image in full size.However, I advise users that they can bypass these steps and simply right-click the image and choose “Open Image in New Tab” which will open the image in full size while still in the web browser.Many users may not know they can do this, and there are many web browsers that may or may not have “Open Image in New Tab” when you right-click it, or it may be worded differently, etc. My suggestion is for FreshDesk to show a “Open Image in New Tab” button next to the current Download button.This button will allow users to quickly open the image in full size in a new tab without even needing to right-click each time regardless of any browser they use.

0
rvela.gw
Apprentice
4 years ago
Apprentice
mikewood10ecApprentice

Ability to stack scenariosClosed

I think it would be helpful to be able to craft custom scenarios on the fly, using existing scenarios.  Example, one scenario may assign a ticket to a group and agent, another may set the category and issue class, and yet another may set the final resolution.  When combined, then they maybe executed together.  

0
Apprentice
4 years ago
pedrosantosfocus
Apprentice
pedrosantosfocusApprentice

Close Tickets with attached file recognitionClosed

 I see that it is possible to set up a thank you detector to close tickets, however I would like to find a way to close a ticket when the client receives a specific file format (in this case its XML). I got a reply that it is not possible now so I would like to leave it as an idea for the future because this automation would makes it so much easier for many clients. 

0
pedrosantosfocus
Apprentice
4 years ago
Andrew.Plaisted
Apprentice
Andrew.PlaistedApprentice

Analytics BETA Automated ExportsClosed

Presently you can only automate emails with attachments and/or links to the report.I suggest the Export function to have an option to push the report to an FTP. We get enough emails as it is and emails make it hard to automate moving the file on our end once we open our email and finally receive it.With FTP we can receive the file and schedule a script to move it where it needs to go.

2
techlarapoint
4 years ago
kgreen
Apprentice
kgreenApprentice

Improve Canned Form CheckboxesClosed

Currently the canned form only allows you to create a yes/no checkbox. I would like to be able to create a common checkbox option where each added option can be checked. Like a normal HTML checkbox.   

0
kgreen
Apprentice
4 years ago
Apprentice
jsejatApprentice

Email notification - Requester email with Agent NameClosed

How can I set up an email notification rule that will auto send a message to the requester with the agents name?

2
4 years ago
jkersey_amllp
Apprentice
jkersey_amllpApprentice

Expiration date and alert emails for CredentialsClosed

I like the new Credentials feature. Looks like it’s going to save me a lot of time. It’d be great if it would help me manage rotation of those credentials as well by letting me know when one is about to expire.

0
jkersey_amllp
Apprentice
4 years ago
Apprentice
jlwilliamsApprentice

Mobile App Solution Article ApprovalClosed

When using the mobile app, we would like to be able to approve solutions articles.  

1
rashmi.nag
4 years ago
TimGibbon
Apprentice
TimGibbonApprentice

Extra functionality for Departments within CompaniesClosed

We’d like to be able to create divisions/departments within a Company so that Managers of departments can see all the tickets that their team creates, but not company wide tickets.  We could group the Customers into companies and departments. For example, you might have an Widgets Inc. company as follows:Erica leads Engineering for Widgets Inc. and has reports Adnan and Bob.Hermione leads HR for Widgets Inc. and has reports Rita and Brian.Briony is the CEO for Widgets Inc.Erica and Adnan is allowed to see all tickets for Engineering but not all tickets for Widgets Inc.Hermione is allowed to see all tickets for HR but not all tickets for Widgets Inc.Briony is allowed to see all tickets for Widgets Inc. (including Engineering and HR). 

0
TimGibbon
Apprentice
4 years ago
danwrite
Contributor
danwriteContributor

Unlink Ticket from Freshcaller CallClosed

I am using freshdesk omnichannel with freshcaller and freshchat.  I am able to link calls to tickets right in the phone widget in Freshdesk.  Awesome.  Unfortunately, it does not work both ways and I am unable to remove the link once created.  My team has gotten in the situation where a call has been incorrectly linked to a ticket for a different customer. We can delete the note effectively removing the call from the ticket, however since the link is not broken in freshcaller, we cannot assign the call to the correct ticket. My suggestion is to expand the API integration to allow unlinking of call from tickets in freshcaller, or even better, if the note containing the call attachment is deleted from a ticket, remove the link in freshcaller automatically as well.

6
jesse carrillo
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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