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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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JasonMarsland
Apprentice
JasonMarslandApprentice

To-do list in FreshDesk mobile appClosed

The to-do list on the website dashboard in the mobile FreshDesk app would be very useful.

0
JasonMarsland
Apprentice
5 years ago
MartinGcomp
Apprentice
MartinGcompApprentice

Save preferred ticket list sortingClosed

When your sort the ticket list on due date by default you will have to think of it and select this manually every time you login.Would be great if this can saved. 

0
MartinGcomp
Apprentice
5 years ago
ljmarshall
Apprentice
ljmarshallApprentice

Customization Options for Freshdesk ticket notif's in SlackClosed

My team loves the notifications we have set up in Slack for specific ticket types for the most part, but some of them find the whole notification a little distracting. I would love it if there were customization options within this integration, specifically, to hide the “Ticket Preview” portion, and have there just be a ticket link with a title. Thank you!

0
ljmarshall
Apprentice
5 years ago
Skilled Expert
stuartwilkieSkilled Expert

Ticket approvalClosed

AfternoonThere are circumstances where a ticket requestor would need approval before a proceeding - for example for a change request; or for potentially chargable work. I can’t see a way to achieve a workflow for this in FreshDesk currently. In a process management scenario, this would work by sending an approval request to a nominated party at the client, who is able to return a Yes/No and Comments. These update the ticket and change the status accordinglyWould this be possible? 

2
Skilled Expert
5 years ago
Contributor
atinContributor

Edit columns in filtersClosed

Due to our nature of business we would need to re-organize the columns on the ticket views, however we found 2 current challenges:Default columns can not be moved and or hidden Agent and Group is together on the same attribute and can not be separated. A good example would be that for us is more important to actually see the ‘Company’ in the first place as opposed to the ‘Contact’.Also have the agent in the 3rd column and perhaps the group in the 6th column, since they are attached this can not be done Thanks!

1
5 years ago
mate_k
Apprentice
mate_kApprentice

Copy to clipboard and long string handling in code examplesClosed

We are providing a knowledge base by using FreshDesk support portal and I would have two questions regarding code examples:Is it possible to introduce a “Copy to clipboard” functionality for code examples in published view? And if possible, as an option that can be turned on/off? In published view, with very long strings, the user needs to use a bar to move to the right and see the end of the row. Is it possible to align the text in code examples to fit the width of the box, just like in the editor view of the articles?On https://developers.freshdesk.com/api/#tickets, I could see good examples for the Copy button and also fitting the code to the box:Is it possible to apply the same on FreshDesk support portal?Thank you.

0
mate_k
Apprentice
5 years ago
Skilled Expert
stuartwilkieSkilled Expert

Schedule Meetings from a TicketClosed

Afternoon I have seen this in other products before, but have so far been unable to find a way to achieve this in FreshDesk. I would like to be able to reply to a ticket with a Teams or Outlook meeting invitation; so we can schedule time with a customer based on a ticket.Is there any way that the Teams integration could be expanding to meet this use case?

0
Skilled Expert
5 years ago
Figgilant
Apprentice
FiggilantApprentice

If / Else statements in automationsClosed

Currently I can only execute automations based on Is or Is Not statements. This means I always have to create two automations. It would save a lot of space and keep things organized when I can create automations with an If / Else statement.If ticket contains this OR this OR this then do something. Else do something else.

0
Figgilant
Apprentice
5 years ago
Figgilant
Apprentice
FiggilantApprentice

Automated Ticket Update based on a TagClosed

We would like to have an automation available in case an agent adds a Tag to a ticket. In this case we would like to add a private note with some instructions for all agents and send a notification via email to all agents. At the moment I can only make this happen when a ticket is updated to another group or type. But I don’t want the ticket to move from group or type...

0
Figgilant
Apprentice
5 years ago
Nickg
Contributor
NickgContributor

Meetings - Multiple Entity Relationship MappingClosed

Problem: Currently Meetings are limited by the entities that can be mapped. It can only be mapped to one entity type (contact, deal, or account.  Solution: Allow meetings to be mapped to multiple entities.  

0
Nickg
Contributor
5 years ago
Skilled Expert
mbaumanSkilled Expert

Display customer affiliation in linked slack messagesClosed

When viewing tickets on the agent portal, customer names have their affiliations shown beside them in parentheses:It’d be really great to have the same display in the messages posted to Slack by the official Slack integration.  

0
Skilled Expert
5 years ago
williamhofer
Apprentice
williamhoferApprentice

Ticket Meta Data in mobile app.Closed

It would be a great help if the meta data that is included within a ticket would be viewable from the mobile app. At this moment it can only be viewed from the online desktop version of freshdesk.

0
williamhofer
Apprentice
5 years ago
i.cameron
Skilled Expert
i.cameronSkilled Expert

Improve Filter for VIews by adding a "is not" or "Does not contain" optionClosed

Views needs an “is not” or “does not contain” filterI would like a view filter that allows me to view tickets where a field is NOT or does NOT contain a value. The View Filter only allows you so show a View that *includes* a characteristic. For example, we can have a view that shows Tickets where Category is “MyTestCategory” or where the Tag is “MYTestTag” But what if I want to View the tickets that don’t have that characteristic? I cannot.Use Case. 200 tickets in a view. All the same Group. 50 of them have a Tag saying “ProjectX”.I can easily Filter & View those 50 tickets, and assign an Agent to work themIf I want the other agents working on the tickets to ignore the ProjectX ones, then I cannot set a view; they just have to manually skip those tickets and move to the next one. just an ideaiain  PS well, we did manage a way by moving all such tickets to a competely new Group, but that’s not scalable or manageable. 

1
pOttenbacher
5 years ago
Apprentice
erb.matthewApprentice

Shortcut to open "Recent Activities"Closed

Hi all,There are so many great shortcuts within Freshdesk Support Desk, but there seems to be one missing to open the Recent Activities pane on the Dashboard. We as a company don’t really use the dashboard page so the only thing it’s used for is to view Recent Activities, it would be nice to create a shortcut to open this as it doesn’t open by default.Thanks, Matt

0
Apprentice
5 years ago
Skilled Expert
mbaumanSkilled Expert

Support splitting multiple emails/notes into new ticketClosed

Currently, the “split ticket” functionality just lets you move a single customer reply into a new ticket.  It’d be really nice to be able to additionally select multiple emails/notes (from both agents and customer) to move into the downstream split ticket.

1
Skilled Expert
5 years ago
Wisseng
Apprentice
WissengApprentice

Automation rule actions are not working in co-relationClosed

IF you tell a ticket creation rule to change product and send a different notification. Freshdesk will then send the mail from the primary email address linked to the original product and NOT the email linked to the product you tell the rule to change to.Freshdesk should send the mail from the primary email address linked to the product you tell the rule to change to of course. The other way around does not make sense.  Freshdesk support says this is be design and how it should work. Therefore my request here.

0
Wisseng
Apprentice
5 years ago
stevemc
Active Contributor
stevemcActive Contributor

Target specific user when sending test for Campaign or Journey Draft EmailClosed

We are using Freshmarketer as part of Freshworks CRM.  When we are drafting either a Journey or a Campaign email, we can send a test using the “Send Test” button in following dialog: This is a very convenient way to test the copy, layout, formatting and Merge Tags for the email. One problem we have found is that Merge Tokens will not be filled in if the Journey or Campaign that you are working on only represents a small cohort of the entire Contacts database. It would be extremely useful to be able to pick a specific contact to use to personalize the email when sending.  This would be of use both in journey and campaign emails.A little more background on why this would be useful:Here is the journey we developed for managing our online training program: There are 5 different emails sent as part of this journey (welcome, reminder send 3x, “Last Week” reminder, “Last day” reminder and a Certificate email. Optionally there are also “Course extended” email.  There are many steps in between and conditions that must be met that determines if the email is sent or not.  Each email has Merge Tags specific to training program (Training start date, Training end date, Training track and current progress.This journey depends upon attributes that will only be populated for subjects who are registered for training.  We have 70,000 contacts in our DB.   Thus, when sending a test email using the “Send Test” button  (shown above), the option to “Personalize with Random contact” will almost certainly not include values for the Merge Tags.Today the way to test Merge Tags to make sure they are correctly populating in the email and formatting looks good with the values populated is to start the journey with a specific test subject.  And then ensure that the conditions are sufficient so the test subject reaches each email in the flow.Feature Request: To make the process of testing the email easier, we would like to be able to pick which contact to personalize the email with.  We would like the “Personalize with” dropdown to allow search and then select which contact to send the test email to.  Similar to how adding contacts to Deals works.Hope that clear.  Note; This is more of a nice to have feature because we are able to test the way things are today.  But I think this would make the product better and easier to use for cases like ours above..  

1
Gururag Kalanidhi
5 years ago
Apprentice
RapturecampsApprentice

Mark Conversation as CompleteClosed

Most of the CRM’s out there offer mark conversation as complete. This helps to declutter the Inbox as well as the Team inbox as it would only show conversations thats need attention.

1
Gururag Kalanidhi
5 years ago
Apprentice
RapturecampsApprentice

Survey FunctionClosed

In our point every CRM should have a survey function included.This way we could send automated customer satisfaction emails and get feedback. Based on the feedback we should be able to run Workflows etc.

1
Gururag Kalanidhi
5 years ago
stevemc
Active Contributor
stevemcActive Contributor

Scheduled backup of FresHCRM dataClosed

We are very concerned about catestrophic loss or corruption of CRM data and would like a way to automate backups.  Currently the only method I’m aware of to backup CRM data is to go to Admin Settings > Account and click the “Export data” button.  Wait a variable amount of time.  Then go to email and download the zip file within 24 hours.  This method is subject to human error (forgetting to download - inevitably just when you need the backup).We believe that it is an essential feature of a CRM to facilitate regular backup of data.  Here are some reasons why a sudden loss of data may occur (these are true stories):An employee is let go but before access is denied the employee deletes all their contacts in retaliation for being let go. An employee accidentally performs a bulk update and all contacts are assigned to that employeeThese sorts of bulk changes to data are near impossible to reverse without a backup.   Backups should be regular.  To save on load to the system and overall effort backups can be incremental (i.e. perform a daily backup of the changes from that day).@Freshworks CRM team, please consider adding this capability.

1
Gururag Kalanidhi
5 years ago
stevemc
Active Contributor
stevemcActive Contributor

Automatically add contact to company for matching domainfreshClosed

I would like the CRM to automatically find and suggest related accounts as I add a contact.  For unattended import (i.e. bulk import or sync from email), I would like the CRM to automatically create the linkage as long as the domain of the email matches exactly the domain of an account URL. A good sales person is not going to waste time on data entry.  But as administrators we want clean well linked data.  To help the sales person, we would like the CRM to automatically find and pre-fill the right account once a contact email is entered.As a second example, assume a sales person is synchronizing their email with the CRM.  When the contact is added, the CRM will not be able to suggest a contact-account linkage.  In this case I would like the CRM to automatically create that linkage (maybe its a preference) as long as the email domain and account website match (see match note below)As an administrator, I would think the same behavior would be of use during bulk import. If I am importing a record with no account, I would like to see the same matching done.  But if the record I’m importing has an account name already, then if that account name matches an existing account, I would like the linkage to be based on account name.  If that account name does not match an existing account but the email domain matches an existing account website, then I would like the contact to be added to that account.  If none match, then we can use the Freddy recommendations to get the job done later.Matching note: I did some investigation and I find for our 70,000 contacts and 2500 accounts (not all contacts have accounts) it is very reliable just to take the email domain (everything after the @ symbol) and web URLs (less the “www.” and anything following “/”) and attempt a match.  I don’t even worry about domains such as ‘gmail.com’ because I know that we don’t have any accounts with that domain.

1
Gururag Kalanidhi
5 years ago
stevemc
Active Contributor
stevemcActive Contributor

Set sales owner of contact as CC or BCC for Journey EmailClosed

Feature Request: Set the applicable sales owner as CC for a Journey EmailThis is a fairly urgent need for us (details as to why below).  If anyone can figure out a workaround we’d be much interested in that.  Background:We use a Journey to manage our online training learners. Not all contacts are given training but for the ones that are, we use a Journey to manage the flow.  The flow works as follows:In the CRM a sales owner sets the training program (Sales or Technical) and the start date A journey sends a welcome email to the user at the start date CC the Sales Owner of Contact The journey sends a sequence of other emails as the student makes progress  On these emails, just the contact is the recipient A Certification email is sent when the contact completes the training CC the Sales Owner of the Contact on this email We want to copy the sales owner for the the welcome email and other emails as noted above.  We have many different sales owners to the CC should be defined as “Sales Owner” and at the time the email is sent the proper sales owner is identitied and inserted into the CC list.Why we need this:Having sales owner cc’ed allows visibility into when training has started and when certification has been awarded.  This allows sales person to stay informed of their contacts progress.  But most importantly... we find that often the email goes to junk or gets missed.   In the welcome email is important registration information.  If a contact does not get that email, then we have to go thru a difficult process to retrieve the registration information.   This process involves going to the training manager.   It will be much easier if the sales person has the registration information to forward to the contact. 

1
Gururag Kalanidhi
5 years ago
mmccoy
Skilled Expert
mmccoySkilled Expert

Group By - Ticket ViewClosed

Be nice to “Group” tickets parent and child on the ticket view. IE onboarding may add 6 tickets for things. It clutters up things a bit especially if you have a hiring campaign and 10 new users get inputted. Grouping the parent onboarding ticket and the child tickets in a view would be handy.

0
mmccoy
Skilled Expert
5 years ago
mmccoy
Skilled Expert
mmccoySkilled Expert

Additional Dashboard Objects Closed

Add support for dashboard widgets for projects and alerts! Alerts - Scorecard total open alertsAlerts - Scorecard total closed alerts Projects - Scorecard total openProjects - Scorecard total closed Additionally allow more the 20 scorecards and support for widescreens.

0
mmccoy
Skilled Expert
5 years ago
Joe Cavalier
Apprentice
Joe CavalierApprentice

Custom Roles issue: Querying contacts through email ticketing fields.Closed

to whom it may concern: I recently trialed the Pro version of FreshDesk for the Custom Roles features. Initially I thought it worked great, as I wanted to restrict visibility to contacts and other company tickets to certain agents. However, there is a problem with Custom Roles.The contacts page can be restricted, which is great; however the fact you can query all email contacts from the ticketing To, CC, and BCC fields is a problem. This issue defeats the purposes of hiding contacts, as restricted agents can still see all email by typing in a few characters in the email fields.  This immediately made me look at alternatives because email information was still exposed to restricted agents. I hope the FreskDesk Development team can correct this, because it would be great to have all my customers under one platform.

0
Joe Cavalier
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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