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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
sbarton80Apprentice

Arcade function for customers to encourage satisfaction survey completionClosed

I’m looking for ways to encourage customers to complete their satisfaction survey. A trophy for high response rate to satisfaction surveys would be cool, along similar lines to the way Arcade trophies work for agents.

1
manns
4 years ago
HEMAL SHAH
Apprentice
HEMAL SHAHApprentice

Smooth Migration from JIRA to Freshservice with entire tickets and historyClosed

Hello Team, As I am keen to know about migration from JIRA to Freshservice. Here I request you to please join address my suggestion. And add feature within Freshservice for smooth migration. Freshservice should have capability to migrate entire JIRA tickets with history without any third party tool.Waiting for the reply.Best Regards,HS

0
HEMAL SHAH
Apprentice
4 years ago
Apprentice
justinklaassenApprentice

Fresh Desk/Help Desk Ticket Field Type UpdateClosed

As a user if I change the name of an existing ticket field like Type, the change is not applied across any existing tickets. Only new tickets. When you change a ticket field like TYPE you then lose any search or filter on the past type name as well as any reporting. All existing tickets display the old Type name but you cannot search or filter on it. Unlike tags where if I change a tag name it carries over to past tickets. I see this is a major bug that Fresh Works should think of addressing.   

0
Apprentice
4 years ago
GuilhermeMachado
Apprentice
GuilhermeMachadoApprentice

CSAT Survey StatsClosed

Hi all, At our company, we make a monthly tracking about analysts performance and the conversion rate per analyst about getting CSAT responses.Feature works fine, but some team members does not receive any feedback, so we expect that when we choose analyst, we should see the total of issues that we’ve asked CSAT survey for costumers.But it does not happen… Data is empty on page: Is it possible to adjust to show 0 reviews | 80 surveys sent (example)? Thanks! 

0
GuilhermeMachado
Apprentice
4 years ago
Contributor
thierry.jakircevicContributor

Integration with TableauClosed

Would love a native connector in Tableau that would allow me to connect to my FreshDesk data for building our own dashboards.

4
Prakash Rao
4 years ago
syc89
Apprentice
syc89Apprentice

Internal Groups ReportingClosed

Hey, I would like to build a basic report on the performance of Internal Groups - number of tickets handled; time between attribution to Internal Group and update of status. Any tips of how best to do this in Analytics? Thanks! 

1
4 years ago
Apprentice
ikon InnovationsApprentice

To-Do-List on custom dashboardClosed

It would be great if there was an option to add the do-to list widget to the custom dashboard.  Currently it’s only on the default dashboard all the way at the bottom which doesn’t help us We currently don’t use that dashboard since the information on that page is not useful to our business  Additionally it would be good if you could modify the default dashbaord  

0
Apprentice
4 years ago
Apprentice
avaughnApprentice

Add "If Ticket CC" condition to ticket update automationsClosed

We would like to add a notification to agents when executives are added as a cc mid conversation but this is not currently possible because you can use the “If Ticket CC” condition on the Ticket update automations. 

0
Apprentice
4 years ago
Deep
Apprentice
DeepApprentice

Feature Request - Need ticket counter on each ticketClosed

Every time a ticket is created for the customer it should pass on the number of occurrence for a particular period. For example, if a customer is contacting for 5th time in a day or may be a week then it should pass the occurrence of the ticket for the organization to prioritize issues of those customers.

2
Deep
Apprentice
5 years ago
Apprentice
thomaswimbishApprentice

Customer Ticket - Searchable Text FieldClosed

I am looking for a way for customers when submitting a ticket to have a searchable field for entering an asset tag. For example, we currently have a blank text box that we ask users to enter the asset tag on the device. The problem is, they are entering random text. So  what we would like to create a option where it's a text box that is searchable so they can start to enter the asset tag number and it would pull it up for them. We thought about using the dropdown field, but unlink on the admin portal were that field is searchable it's just a plan standard dropdown menu for them. I hope my question / request makes sense.This is currently the only thing our department dislikes about Freshdesk Support Desk.

0
Apprentice
5 years ago
jberndt
Apprentice
jberndtApprentice

Feature Request: Created By field available for exportClosed

When we create tickets on behalf of our customers we would like to be able to show them how many tickets we’ve collaborated on and created on their behalf by utilizing the ‘Created By’ field to indicate tickets that were created by an agent for the customer.

0
jberndt
Apprentice
5 years ago
Apprentice
CrestaJApprentice

Dashboard improvements that also highlight when the team is doing wellClosed

At the moment, the Dashboard only lets you highlight when for example ticket numbers have hit Amber or Red. It would be great if we could also highlight when ticket numbers are in the Green.And the ability to customise widgets to include multiple groups (specified, not just all or one) and custom time ranges.As an example: CSAT rating widget could include multiple groups (specified) and specific time range, so that our team can see how they are tracking against their target for that quarter.

1
5 years ago
Apprentice
OliHarfordApprentice

Email Replies should not be private notesClosed

Email replies regardless of whether they are from collaborator agent or not should be treated as a normal reply, they should not be converted to a private note which is then not in the reply to the customer, this is then unprofessional. The only time emails should be seperated from the main email thread is when a forwarded email chain has been created. Again forwarded email chains should not be treated as private notes and whould be better handled do they are easy to view and filter out from other information. Having too many private notes is confusing and adds complexities to automation rukes

0
Apprentice
5 years ago
drli611
Apprentice
drli611Apprentice

Blind copy a contact group on New EmailClosed

BACKGROUND:We are looking for a way to send customer notifications from Freshdesk so when/if customers reply we can split and create a separate ticket.We currently do this by adding all required contacts to the BCC field of a New Email, and setting the To to one of our internal email addresses (not in freshdesk) for record purposes.It is however not straight forward to maintain a list of customer addresses. THE IDEA: Freshdesk to automatically create customer groups based on Contact Type. These groups should be mailable in the sense that can be added to the CC of a new email or new or existing ticket. Also, to create ALL groups that includes all contacts with the same Contact Type across all customers.  These groups should be mailable but should only be allowed in the BCC of a New Email. Appropriate warning should be given on send so Agents accept that an email is being sent to multiple customers. ADVANTAGES:Encourage Freshdesk users to use the Contact Type field.  Ease of sending customer notificationsEase of adding customer contacts to a ticket. GOING THE EXTRA LEG:Freshdesk to automatically split/create a new ticket on responses to emails that included ALL groups on the BCC

0
drli611
Apprentice
5 years ago
Apprentice
atekerApprentice

Add 'Reply To Ticket' action to Ticekt Scenarios in FreshdeskClosed

There needs to be a way to reply to the current ticket using a Scenario Automation. I know that there is an option to email the Requester, but that email is not displayed in the ticket history and replies to that email often create a new ticket.I know that this issues has already been raised here 8 years ago but the workaround that the Freshdesk agent offered neither helps nor solves the problem. The agent said to use the Reply API to reply to the ticket, but there is no way to trigger a Reply API call using the existing Scenario Actions.This type of feature would also be great for After Hours replies, so that you can actually see the reply that was sent on the ticket in the ticket history.If Freshdesk or anyone in the community has found a workaround for this, please let me know.

0
Apprentice
5 years ago
melvinouk
Apprentice
melvinoukApprentice

'for customers' status included in analytic reportingClosed

We are building some customer reports using the Freshservice Analytics reporting area - we would like to show customers the ‘status’ of their tickets - however the reporting can only show the ‘for agents’ status. I think the ability to the ‘for customers’ status in reporting, especially as these can be scheduled, would greatly add to the reporting offering.

0
melvinouk
Apprentice
5 years ago
Apprentice
cdkApprentice

See if another agent is working in the ticket from table viewClosed

We would like to see from the table list if a specific ticket is already been solved/worked on by another agent.Now we will need to click and open every ticket to see if another agent is in the ticket.Would be nice to see the eye symbol on the ticket overview ( table view )   

1
Apprentice
5 years ago
Contributor
O_UserContributor

Issue with the Signature in FreshServiceClosed

Hi,We would like to see a better way of managing/importing signatures in the system (FreshService). Currently, we are having an issue with the signature & the logo that needs to be added. It should be a straightforward process similar to how we do in Outlook, importing/inserting images from a computer, changing the font size, and having multiple signatures. I think most companies would appreciate it.

6
Contributor
5 years ago
Active Contributor
Sophie MurgatroydActive Contributor

Contact Information in Freshdesk AnalyticsClosed

It would be really handy to report on ‘Company Fields’ s well as ‘Ticket Fields’. This will help organizations understand more about their customers. Please upvote my idea if this would help you too!

0
Active Contributor
5 years ago
aristoler
Apprentice
aristolerApprentice

New Action Request For AutomationClosed

Hi, Is is possible to add a new action “Set from as” for ticket automation？Our business use one email to collect customer queries, for different queries, we would like to reply from a specific email.It would be appreciated if FreshDesk could support this action. Thanks!  

0
aristoler
Apprentice
5 years ago
caygri
Skilled Expert
caygriSkilled Expert

ClickUp AppClosed

Hello, I would like create from ticket a task in my clickup. Anyone can develop an app?

0
caygri
Skilled Expert
5 years ago
Contributor
mikael.felixContributor

Add ability to use "Resolution status" in automation rule buildersClosed

When data is exported from Freshdesk in Excel format, there is a field: “Resolution status” which is either: “Within SLA” or “SLA Violated”.If this field would be accessible in the rule builders it would be very easy to create an automation rule that sends and e-mail when a Resolved ticket is breached.SLA Policy notifications are great, but these are sent operationally at the moment of breach (or shortly before) and used to support escalation procedures.E-mail notifications sent at the end of a ticket life cycle serve a different purpose and would support ticket breach analysis procedures.Thanks to implement this ability.Mikael Félix 

0
Contributor
5 years ago
Contributor
fresh_atdContributor

Easily hyperlink to other tickets within private notesClosed

I’m pretty surprised this doesn’t exist already.We often refer to other tickets within private notes of a ticket.These aren’t tickets that should be merged (the merge functionality doesn’t work that well anyway) and they don’t really fall into what the “Linked Tickets” functionality was designed for.It would be nice to easily be able to hyperlink the other tickets within the private note. At the moment, it is a tedious process, of copying the link and then using the “Insert Link” button and popup to do it. Because it is tedious, we basically don’t do it, we end up just typing the ticket number and not linking it.There should be a super easy way to do this. A suggestion from 7 years ago was for Freshdesk to automatically link to a ticket when it was typed in a particular format. E.g. [#246]I think this could work great.The suggestion on the old community site has 10 others that liked the idea. I’m sure many more would be keen for this and I doubt it would take much to implement.

0
Contributor
5 years ago
Apprentice
joao.duarteApprentice

Data FormatClosed

Hi, It is not possible to have the 24 hours time in Freshdesk.It would be great if we can choose data format as we wish.

0
Apprentice
5 years ago
kadiant-martin
Apprentice
kadiant-martinApprentice

Ability to reorder Contract TypesClosed

Our Finance team added 20 Contract Types and now they’re complaining that the drop down is not in alphabetical order. Under Admin > Contract Types there appears to be no way to sort or re-order to make it easier to select when the list is long.

0
kadiant-martin
Apprentice
5 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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