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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
srinivas.thippyreddyApprentice

DevOps Freshdesk connectorClosed

 About IntegrateCloud Freshdesk - Azure DevOps Integration App: Azure DevOps (VSTS) Integration App by IntegrateCloud, allows the users to create work items inside the Freshdesk form. It also allows you to link Freshdesk tickets to an existing Azure DevOps (VSTS) work item. In addition, it allows Agents to notify the Azure DevOps (VSTS) team, by sending comments inside Freshdesk Support.You can Collaborate your support team and developers at one place.We also support customization based on customer request and tailored to your needs! We bring Azure DevOps (VSTS) closer to your business model! IntegrateCloud Freshdesk - Azure DevOps Integration app usage guide In order to use the IntegrateCloud app on Freshdesk, User’s required to create API Access token on Freshdesk and personal access token on Azure DevOps. please follow the below our article to create the Azure DevOps personal access token and Freshdesk API Token How to create personal access token on Azure DevOps and Freshdesk API Token please follow the below our support article to install and configure the app from Freshdesk marketplace How to install and configure IntegrateCloud Freshdesk - Azure DevOps Connector  Follow below steps how to use IntegrateCloud Freshdesk-Azure DevOps ConnectorLogin to your Freshdesk account with your login credentials Create a new ticket in Freshdesk or go to any existing ticket. You will see the Freshdesk - Azure DevOps Integration app on the right side of your ticket. In the App we have 3 Options.New Work Items which contain Bug, Epic, Feature and Task. Link to Work Item. Notify. How to create Bug The New Work Item tab, select the type of work item you want to create Bug, Epic, Feature, Task, User Story etc. Based on the selection it will load all the Azure DevOps (VSTS) fields. The User can make the selection and click on Create button which would create work item in Azure DevOps (VSTS) and then display the corresponding Azure DevOps (VSTS) work item Id in the App.  Similarly, user can create Epic, Feature and Task also. Link existing work item This tab allows you to link an existing Freshdesk Ticket. It can be linked to one work item in Azure DevOps (VSTS). Freshdesk-Azure DevOps app allows the user to create or link multiple work items to one Freshdesk ticket.  Select Project and Work Items from the drop-down options, then Click on Link. NotifyThe Notify button allows the user to send notifications to the Azure DevOps (VSTS) team which would show up as comments in Azure DevOps (VSTS)  Select Project and Work Items from the dropdown options, Write the message that has to be sent then Click on Send Show Item Comments:This tab shows you all the linked Azure DevOps (VSTS) work item comments log to the current Freshdesk ticket.  

0
Apprentice
5 years ago
BPJ
Apprentice
BPJApprentice

Splitting tickets when a reply spans old and new topicsClosed

We often have customers who reply to an open ticket, with an email that is partly about that open ticket and partly about something new.  As it works now the Split function cannot cope with this.  If we split the ticket at that user’s reply it MOVES the whole of that reply to a new ticket.  In the scenario where the email was partly about the old ticket and partly about something new, we would prefer that the email is COPIED to the new ticket, so that it exists in both places.  We can then reply to the old bit in the old ticket, and the new bit in the new ticket.  Some other, competing systems to Freshdesk already work this way and it seems more logical.It also seems logical that if an agent sees a need to split a ticket then it is inevitable that the new ticket should have a new subject line - so it would be sensible to prompt for that at the time of splitting, rather than the agent having to remember to go back into the new ticket to edit the subject.  If it was all about the same subject the ticket would not need splitting, so ask us for the new subject line when we split the ticket please.We did wonder if the Clone Ticket app would be a solution to this problem, but it isn’t.  Clone does copy rather than move, but it copies the first email in the old thread not the latest email in the thread.  That would be useful if the first email in a new ticket was about multiple topics that we would want to separate, but if the customer diverges from the original topic in a later reply then cloning the first email doesn’t help.Ideally perhaps it would be good to have a Split function that opens a small dialog with a choice to either “Copy the latest post to as new ticket” or to “Move the latest post to a new ticket”, and with an option to specify a subject line for that new ticket.  This might default to the current ticket’s subject, but could allow agents to change it if they wish.  Similarly if you make Move the default option then the current method (move and keep same subject) is preserved by default and you only add one extra keypress to the Splitting process - an OK button.  For users who prefer to copy rather than move and/or prefer to change the subject this would be possible.

0
BPJ
Apprentice
5 years ago
Active Contributor
laminblakeActive Contributor

Create Custom Approval emails in workflowClosed

Sometimes we want to include more information than what is presented in the “Send approval mail to” action in workflow automations. For example currently i have to send 2 emails to a manager to approve a request and go to the public url of the ticket to view the attachment to use as additional information in their decision to approve/reject the request. If I could modify the approval mail template to include the public url I would not need to send 2 emails for this task.  

0
Active Contributor
5 years ago
stevemc
Active Contributor
stevemcActive Contributor

Improvement to Possible Connections cardClosed

Summary: Feature Request - Improve “Possible Connections” as follows:On Contact Page, separate “Possible Connections” to 2 lists: Known Connections - Other contacts in same account Possible Connections - Contacts matched by Freddy not already in the account On Account Page, add following (separate from “Account Hierarchy”): “Possible Connections” - Contacts matched by Freddy not already in the account Here is some background to the request:We love the Possible Connections feature as a way to help clean up data.  But because this feature does not distinguish between “Known connections” (because contact is in same company) and “Possible Connections” (as determined by Freddy), we find this to lessen the utility of the feature greatly.As an example, see the card below for one of our Hewlett Packard contacts: This tells me that there are 25 people. Match is for the most part on the email domain (hpe.com).  The problem is that I don’t know which ones are already part of HPE account and which are not and need to be connected.  I can’t really take action on them w/o opening each and reviewing.  This is cumbersome and means that many users will not try to clean up the data.  I would prefer instead that the tool have 2 separate lists:Known connections Possible ConnectionsNow for example, there may be only 4 people in possible connections.  I’m much more likely to decide to go clean up 4 contacts.Additionally on the HPE Account page, I only see connections who are actually in that company.  I would like to also see a “Possible Connections” based on same Freddy recommendations that are provided in the Contact Page.

2
Gururag Kalanidhi
5 years ago
Apprentice
admin_18517Apprentice

Remove hard coded meeting invitations eMail footer "Cheers,.."Closed

When creating a “meeting” in Freshsales (e.g. at a deal record etc.) it usually sends an email to all contacts in the “attendees”-list. That eMail has always the greeting: Cheers,Team Freshsaleswhich obviously is extremely confusing for all clients who receive these emails, as they might not even know who Freshsales is and wondering why they are inviting for meetings.   I wouldn’t even have a problem with a light footer below the email content saying “powered by Freshsales” etc. - but having this as a greeting in the content makes the whole “meeting” feature of the CRM unusable! PS: This has been reported as UX bug several times and I guess we aren't the only ones. Hope to see some change here soon as it would increase the functionality enormously to be finally able to use this feature in daily business.

3
Gururag Kalanidhi
5 years ago
stevemc
Active Contributor
stevemcActive Contributor

Improve "Add Task" Action in JourneyClosed

As it is currently the “Add Task” Action in a Journey is not very useful as it is right now.This is what is available: The most obvious thing is an admin should be able to specify a date and time in relative terms (i.e. “Now”, 3 days from now, 1 hour from now, etc).   Since a journey is ongoing, specifying this in absolute values is not at all practical.Secondly, I would like to be able to set an owner.  There should be options as follows:Set owner to specific person Set owner to Contact OwnerIt would also be nice to set Collaborators.

3
Gururag Kalanidhi
5 years ago
Vincent_C
Apprentice
Vincent_CApprentice

Annotating Images in FreshserviceClosed

Hello,We used to manage our tickets in fresdesk and migrate to freshservice a few month ago.With deep regrets we did not found the same module allowing agent to annotate image inside the ticket. Have I missed a module or app to implement in our workspace ? If not could the same annotating image module as the one in Freshdesk be added in Freshservice ?Best regards. 

0
Vincent_C
Apprentice
5 years ago
Apprentice
kristinn.h.sveinssonApprentice

Editing all emails within a ticketClosed

Altering an answer from a user or a agent within a ticket doesn’t seem right but you would like to do that if you don’t want any passwords to be left in the ticket system.  Today only the primary email from the user is editable and notes from agents.  I would like to be able to edit all communication within tickets.

0
Apprentice
5 years ago
Apprentice
kristinn.h.sveinssonApprentice

Displaying Out of Office dates to agents and requestorsClosed

I would like to have an option to display the dates, or at least when the agents returns to office, to agents and requestors when this option is set.  Today they only get an email(I set it under Automation) that the agent is out of the office but have no idea when he returns so in almost all cases the users at least will contact the IT for more information instead of wait for the agent to return if the return date is acceptable for the project at hand.  Same goes for the agents but mostly I see this as a helpful addon for the end users.

0
Apprentice
5 years ago
Contributor
matthew_11976Contributor

Freshfone - On HoldClosed

We would like to be able to put the caller on hold. They would hear music playing.This is better than just muting the microphone, where the caller is not sure whether the line has gone dead.

5
5 years ago
Apprentice
rquachApprentice

Searching Tasks FeatureClosed

I think it would be a great feature to be able to search for Tasks. Right now, we can search just about everything, including Project Tasks, but Tasks themselves are not something we can search for, either by keywords or by the task number.

0
Apprentice
5 years ago
Contributor
adam.raymondContributor

Filter Dashboard Recent ActivityClosed

Hello, I would like to have the ability to filter the “Recent activities” stream on the dashboard according to the group selected. I need visibility to our entire helpdesk, but in my normal day to day role, I’m only concerned with my group’s tickets and don’t need to see the full stream. I can filter the rest of the dashboard to view my group’s stats and information, but the recent activites still show the entire helpdesk. This widget should respect the filter currently applied to the dashboard.

0
Contributor
5 years ago
Contributor
atinContributor

Filtered view in the ticket details pageClosed

Be able to filter ticket replies / private notesFor example if an agent wants to only read the replies instead of private notes, it has to scroll through all the ticket details to find what was discussed with client last message.Sometimes we could have multiple private comments and they all appear mixed with customer replies.It would be helpful to have a small toggle function where you can filter private notes and customer replies. Jira has currently this adapted for the Freshdesk    

0
Contributor
5 years ago
Apprentice
Thanveer HameedApprentice

Satisfaction survey link locationClosed

 When the agents add a survey link to the specific ticket responses. The survey link is added to the bottom of the email. This shall be placed right below the response and before the signature. It will make it easier for the customer to provide the survey as soon as they finish reading the response. Because once the customer has read our response and seen the signature, they may not scroll to the bottom of the email to see the survey link.

0
Apprentice
5 years ago
Apprentice
pliApprentice

List of forums that a contact is followingClosed

We would like to be able to see which forums a contact is following, for example in a list under a new tab like this: We would like to be able to see which fora they are following, so we will be able guide our customers to follow certain forums, we think will be relevant for them.

0
Apprentice
5 years ago
Apprentice
pliApprentice

Alfabetic ordering of names of followers in foraClosed

We would like to be able to change the sort order in this list: …so that it could be in a alphabetic order, instead the random order that is now:This way, it would be much easier to see, if a certain customer is following topics in a certain forum.

0
Apprentice
5 years ago
Skilled Expert
mbaumanSkilled Expert

Watched ticket email notifications should distinguish between private notes and repliesClosed

I get the same format email on a watched ticket for both private notes and public replies.  Both identically state that an agent “has responded” — that is, given the notification below, I have no idea whether Wilma replied to Barney or if she was griping via private notes. Hi mbauman,Wilma Flintstone has responded to a ticket you are watching Ticket: #1234 This is a bugRequester: Barney Rubble---------- Agent Response ----------Barney is a demanding customer who calls everything bugs---------- ---------- ---------- These notifications should be different.

0
Skilled Expert
5 years ago
r2e2
Apprentice
r2e2Apprentice

Projects Module - Apply Button always hidingClosed

Love the new projects module! Coincidentally, our team is moving towards an Agile-based delivery method for IT Infra, so we are excited to leverage the new capabilities in this module.  First question, is this the best place and format to raise issues/suggestions for that new module? Or is there a better way?On to the specifics, the apply button is typically hidden when my browser window isn’t stretched maximum length.  Scrolling to it is messy, and also, I forget to hit apply because I don’t see it.  Out of sight, out of mind. Cheers, 

0
r2e2
Apprentice
5 years ago
Nickg
Contributor
NickgContributor

Native Meeting booking tool via FreshsalesClosed

Problem: There are many issues with the current approach to meeting and meeting booking using 3rd party tools and Freshsales  Solution: Create a native meeting booking tool that can be used to manage, track and report on meeting bookings. 

0
Nickg
Contributor
5 years ago
Skilled Expert
mbaumanSkilled Expert

Support importing contacts from external systems with case-sensitive IDsClosed

Freshdesk’s `unique_external_id` is case-preserving but not case-sensitive.  Importing contacts from an external system that uses case sensitive ids fails (because multiple contacts might have IDs that only vary in their capitalization).One notable system that uses case sensitive IDs is Salesforce.This means that importing/updating contacts from Salesforce (with this linkage information) is broken.

0
Skilled Expert
5 years ago
Active Contributor
laminblakeActive Contributor

Hide a service catalog categoryClosed

The purpose of this idea is to create a folder for service items that would only used for additional items for certain service items. to prevent users from placing orders for these items they would be placed in a service category folder that is only visible to certain groups or admins while still allowing for requestors to place orders for those items so long as they pick the service item they are bundled in. 

0
Active Contributor
5 years ago
bernal455
Apprentice
bernal455Apprentice

Overlack of WindowClosed

Hey everyone, Just to pass an Feature Request, To be changed the behavior of the FChat and FCaller Window in the FDesk integration isn’t helpful to have both windows overlapping each other. 

0
bernal455
Apprentice
5 years ago
Contributor
j.nickellContributor

Improve Solution Article sharing experienceClosed

This request is based on my experience/frustration over the past couple of weeks and it’s possible I’ve missed something that would address it. If so, please let me know.Currently there are two distinct and incompatible ways to get to a solution article via a url:If the end user has their portal set as “classic” the following link format works:https://instance.freshworks.com/support/solutions/articles/articleIDIf the end user has their portal set as “ask Freddy” the following link format workshttps://instance.freshservice.com/home#solutions/articleIDIf the user is setup for the “other” portal style, the link doesn’t work.Almost more importantly the service doesn’t seem to contain a ‘handler’ if the user clicking on the link isn’t signed in to the portal when they click on the link. They are most likely to get a dead end kind of page rendering that doesn’t make it obvious that they need to sign in.  Then if they do sign in, they are not redirected to the original target page, they just land on the portal page.A better experience would be: a single url format that works regardless of the end user’s portal preference and a handler that identifies the need to sign in, handles the sign in process and then directs the end user to the original requested page.Why this is a problem for us. Our user base is accustomed first and foremost to email based support and communication. We want to educate them about the availability of the portal by including links to solution articles the in communications we send out, but we can’t reliably do this in the current format, because we end up fielding support requests on how to get to the support article.  We are configured for SSO, so it’s not a matter of them needing to setup a user account on the platform. 

0
Contributor
5 years ago
Apprentice
Kim.H.Apprentice

Optimize search for /c for canned responsesClosed

Hi,We have close to 200 canned responses. Our customer service agents find the /c functionality more efficient to use than the icon + de the pop up. To make the /c even more efficient for searching I have 2 idea's:To return search results on all search attempts and in all folders, like searching in Google so that the order of keywords or folders doesn't matter. Currently the /c first returns the best matches with you 'recently used’ folder and second it matches the rest of the folders. Also it returns the best matches if you do an exact search but that would require all agents to know the titles of all canned responses by heart.   To add an option to click 'see all’ if your search matches more than 4 results. We have some keywords that return in several titles, for example if it's for the Retail team the title starts with 'Retail - ’. We have more than 4 canned responses so if an agent isn't sure there is a canned response and only types 'retail’ the /c will only return 4 responses.Looking forward to a response.Kim

0
Apprentice
5 years ago
Karelvanzyl
Apprentice
KarelvanzylApprentice

Field Service Agents Location tracking integrated with field service map.Closed

Hi All. I was wondering if there is an alternitave way to track your field service teams live location in the field service map as according to the agent that assisted me at Freshdesk  this is not available yet nor has it been requested before? This will greatly assist in better and easier service delivery. It will vastly reduce time spent figuring out which team is closest to which service task. I think this will be a great addition to the Field Service Management Map. Location of all your field service agents and service tasks in one tab.  

0
Karelvanzyl
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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