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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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chandler.davis99
Apprentice
chandler.davis99Apprentice

More Transparent Bounced Email ErrorsClosed

Hey there folks!Our company uses Freshdesk for our customer support, and a normal thing for me to do as a software developer is to send our customers a logging build of our software to pinpoint issues. I attempted to send a “.zip” file as an attachment when replying to a ticket, and I got a “Message Bounced - Temporary Error”. I thought it was exactly that, and tried later, but got the same result. When it happened with another ticket, I talked to Freshdesk Support over the phone and they said that the attachment was flagged as a virus.I take no issue with the virus flagging--we have other ways to get logging builds to our customers and it would be really difficult to allow this kind of attachment while still keeping users safe. However, the error message that I received makes it sound like our customer’s email is to blame, when really there was something we were doing wrong. It would be great to have an error message that explains that the attachment is prohibited, as I think that would save a lot of head scratching for folks in the future. Thanks for the read, and have a great day!

0
chandler.davis99
Apprentice
4 years ago
shirley huang
Apprentice
shirley huangApprentice

Feature request: Add notification to the web iconClosed

Hello  I want to post a feature request about the freshchat, which is the icon that can pop up a notification for the website visitors. (Like the below picture). Even now we have the campaign feature that can also send the message to the visitors, but we prefer to users can click the icon and see the FAQ. The campaign will let uses into the chat page directly. Many thanks you can add the feature to your roadmap.  

0
shirley huang
Apprentice
4 years ago
finn
Apprentice
finnApprentice

Uploading a CSV doc into the ticket fieldClosed

Wouldn’t it be great if the ticket field has a section that includes a dropdown menu that allows choosing the product of the company? The problem is that we cannot place the name or the code of all products because it would take weeks. If it is possible to upload a CSV doc into this particular section we would have uploaded the list in a minute. Then the agents may choose the relevant product which is mentioned in the ticket.

0
finn
Apprentice
4 years ago
finn
Apprentice
finnApprentice

Comparable StatisticsClosed

I need to compare different monthly performance reports of the same group or the agents. For instance, when I try to compare data of two different months I must open them in separate tabs. If comparable tables are generated, it would be great!

0
finn
Apprentice
4 years ago
Apprentice
heidemanbasApprentice

Add change or manage CC requesters in ticketClosed

I have a situation where I really would like the possibility to manage the CC requesters or email addresses from the ticket page within Freshservice as Agent. Currently from what I can tell is that the only way adding a CC email/ requester to a ticket is to make a reply from the ticket and add the CC email addresses I want to add.But I have a lot of times where someone wants to update a ticket, they are not CC user or requester and they are unable to send an email to update an existing ticket. Because of the rules Freshservice has to be only able to update a ticket when you got the [#INC-1234] number and be either requester or CC user.I think to update this within the portal should not be hard, a similar field already exists on the End User portal to modify this, please bring this to the agent portal as well! Thanks.

0
Apprentice
4 years ago
Ishango
Apprentice
IshangoApprentice

New Gen Project Management - Gantt chart view Weekly/Monthly/QuarterlyClosed

It would be good if you could change the timeline in the Gantt chart view so that the timeline can be condensed, allowing the view of a project to be tailored. At present it seems to display  5-6 weeks of activities and this makes it hard to see multiple project activities that span longer timescales.I notice on the All Projects view this now exists and if you view as a Gantt chart view of all of your projects you are able to change the view periods.

0
Ishango
Apprentice
4 years ago
Skilled Expert
sean.groomesSkilled Expert

Allow for Requester Facing Tags or Secondary StatusesClosed

When interacting with Freshservice Support they use several statuses to classify a ticket. Whenever you respond to a ticket the status changes to to Open, which removes the existing status and with it would presumably affect ticket views and reporting.I would like to see either the ability to supply multiple secondary statuses or the ability to create customer facing tags. That way a ticket could be both “Awaiting Developer Fix”, but also “Open”.     

0
Skilled Expert
4 years ago
Top Contributor ⭐
jmfreshuserTop Contributor ⭐

Shortcut for launching Teams from ticketClosed

Just like Skype for Business in the old days, it should be more than possible to have a link from the ticket to open a 1-1 chat with the requester. Easy instructions at How to: use a hyperlink to jump directly to a Teams private chat with a user | The thoughtstuff Blog

0
Top Contributor ⭐
4 years ago
JadePimblott
Apprentice
JadePimblottApprentice

Collaborators ability to add other collaborators to ticketsClosed

It would be good if collaborators could invite existing collaborators to tickets so they can view the ticket history and add their notes. This is good if there is a long change for referral IE Customer service to Product to Development for feedback on features. 

0
JadePimblott
Apprentice
4 years ago
yusan
Apprentice
yusanApprentice

CSAT modificationClosed

It would be great to have the ability in modifying the survey ratings received. Some of the customers click the wrong rates by mistake and there is no way to modify it, causing a wrong measure in analytics. Please consider this feature

1
manns
4 years ago
yusan
Apprentice
yusanApprentice

Portal customization for collaboration purposesClosed

First scenario is as follows.1, Admin A edits the portal customization page.2, Admin A presses the save button.(Not save and Publish, but  save button)3. There is no way for other people such as admin B to check if admin A made any changes.(Because the contents changed are saved in the admin A's personal account) First Request:In order to collaborate in such a scenario above, could you please consider setting the saving location as a level of customer instance, not as the personal account of the admin, when anyone presses the save button? Second scenario is as follows;1, Admin A edits the portal customization page.2, Admin B also edits the portal customization page.3. Admin A  finishes editing and presses the[Save and  Publish] button-> in this case there is no way for Admin B to notice that there was a new version updated and there would be confusion/ collision on the code editing. Second requestIf any one has published the portal while others are editing, an announcement pops up to notify the other users that there has been an update.( by banner ,icon or such like the image below) sample image It would be great if it was a better environment for code collaboration.Please consider the features we have requested.

0
yusan
Apprentice
4 years ago
yusan
Apprentice
yusanApprentice

Portal customization backupClosed

At this stage, there is no way to back up portal customizations in bulk.I want backup feature for historical management.Could you consider adding a feature by backing up the logs/history as a file or by integrating with GitHub? 

0
yusan
Apprentice
4 years ago
caygri
Skilled Expert
caygriSkilled Expert

Add Ticket Scheduling replyClosed

Hello, I like, like Gmail, operator can setup when sending reply to client. Scheduling reply.  What do you think?

2
4 years ago
Apprentice
jm_mcgApprentice

Retrieve the agent who created a ticket by APIClosed

We would like to add the agent who created a ticket to the fields that can be retrieved by API call. It would be used in reporting to determine who is creating tickets and if there are any patterns of concern to when and which tickets they create.

0
Apprentice
4 years ago
Apprentice
numan14321Apprentice

How to migrate from zendesk to Freshdesk?Closed

How do I migrate from zendesk to Freshdesk?

1
Anastasia
4 years ago
Apprentice
mihail96dApprentice

How to migrate from Omnidesk to Freshdesk?Closed

How to directly import my tickets and templates from Omnidesk to Freshdesk? 

2
Anastasia
4 years ago
Apprentice
jlevyApprentice

Is there a way to migrate Helpdesk from Freshservice to Fresdesk?Closed

Is there a way to migrate Helpdesk from Freshservice to Fresdesk?

9
Anastasia
4 years ago
Apprentice
desarrollosApprentice

Is there a way to add a link to a tag (field label)?Closed

Hi. We've been navigating the faqs and didn't find any info regarding an issue we're facing. We need a field (checkbox) for our customers to comply our privacy policies; this is already working, but it would be great if we were able to insert an anchor inside the field label, so any customer who wanted to check it would have an easy access to the said page, and that's what we couldn't find a way to do, since if we try to add html to the tag the platform would sanitize it. How cold be possibe for us to do this? Thanks.

1
RaunoRantanen
4 years ago
Apprentice
james_13166Apprentice

migrating form Gmail, can I import message history?Closed

Hi, we're looking at moving from a shared gmail inbox to using freshdesk.Do we have to start afresh or is it possible to somehow import our past customer message history archive without creating a new ticket for every single message imported?thanks,James

3
Anastasia
4 years ago
Gauthier
Apprentice
GauthierApprentice

Create a link with pendoClosed

We want to embed Pendo into our Freshdesk platform in order to display information from freshdesk into our platform

0
Gauthier
Apprentice
4 years ago
Apprentice
ccardimonApprentice

Exporting solutions in Word formatClosed

I understand Freshdesk solutions may be exported in XML, but that strikes me as unwieldy. Please create a function to allow each solution to be exported or downloaded in both Word and PDF formats.

0
Apprentice
4 years ago
Apprentice
brian.colluraApprentice

Update Modal for individual Ticket pagesClosed

There's a modal that appears when looking at the ticket queue, to let you know how many updates have occurred since the last time the page loaded. There are little "Circling Arrows" icons to show which tickets are the ones that have updated, and you can click the modal to update the page. This works pretty well.However, there is no such updating mechanism on the ticket itself. I often have multiple tickets open in multiple tabs, as I monitor them through completion (I'm sure that's a pretty common workflow, everyone I know works with a million tabs open, no matter what their job or position). It would be fantastic if the page view of an individual ticket also let me know there was an update to it – it can be easy to accidentally be working on an out of date ticket, if it's been sitting in its own tab since last it was updated.

1
4 years ago
evlo96
Skilled Expert
evlo96Skilled Expert

Ability to mark/sticky certain tickets on top of the search results for a given search phrase in the ticket database.Closed

We create tickets internally for issues that arises with software. Many times these tickets have almost the exact same content, but due to certain nuances in the different instances—they have to be solved in different ways.Let’s say we had a 100 tickets for an error message called “501-Z”. We would want the ability to make 1 of these tickets a “Master”, so that this ticket would always show up first when we would search “501-Z”. This way, we could have all the necessary info to take care if this issue, in that ticket, and we could easily find it for future reference.Alternatively, could this be solved through the use of tags, or a special naming practice?

0
evlo96
Skilled Expert
4 years ago
Apprentice
avaughnApprentice

Have all chat features available with Self Service widgetClosed

We utilize the self service widget as our main form of chat. The issue is that when we transfer the customer to an agent we a missing multiple features such as read receipts, being able to see if he customers is still active, sharing file types such as CSV, being able to utilize campaigns, etc. 

0
Apprentice
4 years ago
Apprentice
StephenatkApprentice

Internal agent not showing on the APIClosed

Hi,We have been made aware that the internal agent is not accessible via the API layer, this would be really nice to see especially for our BI reporting and integrations with other systems.  

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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