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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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RionHaber
Community Debut
RionHaberCommunity Debut

Login BrokenClosed

I’ve now set up an entire Fresh Chat account for a client two full times. Not like part way - like set up the entire account, integrated it, built responses etc.If I logout and then return to this URL (https://www.freshworks.com/live-chat-software//)to login, without actually asking me for any login info, it just pushes me to a screen that says it looks like I don’t have an account and pushes me back to the landing page.There’s effectively no way to log back in, once the account has been created. Am I missing something? This is super annoying. 

1
5 years ago
jhonmaccuine
Apprentice
jhonmaccuineApprentice

A phrase processor A part of Microsoft Business officeClosed

office on the web is actually a no cost light-weight World wide web Edition of Microsoft Office and mostly contains a few Internet apps: Word, Excel and Powerpoint. The offering also features Outlook.com, OneNote and OneDrive that happen to be accessible by way of a unified app switcher. Customers can set up the on-premises Edition of this services, termed Business office On the net Server, in private clouds along with SharePoint, Microsoft Exchange Server and Microsoft Lync Server.[19] Term, Excel, and PowerPoint on the net can all natively open, edit, and preserve Business office Open up XML information (docx, xlsx, pptx) and OpenDocument information (odt, ods, odp). They can also open the more mature Business office file formats (doc, xls, ppt), but will likely be converted to the more recent Open up XML formats If your person wishes to edit them on the web. Other formats can’t be opened within the browser applications, for instance CSV in Excel or HTML in Phrase, nor can Business office information which are encrypted with a password be opened. Documents with macros may be opened within the browser apps, though the macros cannot be accessed or executed.[20][21][22] Commencing on July 2013, Term can www.office.com/setup render PDF paperwork or transform them to Microsoft Term files, although the formatting of your document may possibly deviate from the original.[23] Considering that November 2013, the apps have supported authentic-time co-authoring and autosaving data files.[24][25] Office environment on the web lacks many the Highly developed capabilities present in the entire desktop versions of Office, which include lacking the plans Entry and Publisher entirely. On the other hand, consumers are able to decide on the command “Open in Desktop App” that provides up the doc within the desktop version of Office on their own computer or unit to use the advanced options there.[26][27] Supported World-wide-web browsers involve Microsoft Edge, Net Explorer eleven, the newest variations of Firefox or Google Chrome, as well as Safari for OS X ten.eight or later.[28] The non-public edition of Office on the net is available to the general public gratis with a Microsoft account through the Office.com Web-site, which superseded SkyDrive (now OneDrive) and Office environment Live Workspace. Enterprise-managed versions can be found through Place of work 365.[29] In February 2013, the ability to perspective and edit documents on SkyDrive devoid of signing in was added.[thirty] The company can also be put in privately in company environments for a SharePoint application, or by Business Web Applications Server.[19] Microsoft also provides other Net apps within the Office environment suite, including the Outlook World wide web App (previously Outlook World wide web Obtain),[31] Lync Website Application (previously Place of work Communicator Internet Access),[32] Task World wide web App (previously Undertaking Website Obtain).[33] In addition, Microsoft provides a assistance under the title of On the internet Doc Viewer to see Office environment paperwork on a web site via Business on the net.[34] You can find cost-free extensions available to use Workplace online instantly in Google Chrome and Microsoft Edge.[35][36] Typical features Most versions of Microsoft Office environment (which includes Business office 97 and later on) use their own widget established and don’t accurately match the native working program. This really is most clear in Microsoft Workplace XP and 2003, in which the regular menus were replaced with a coloured, flat-hunting, shadowed menu style. The user interface of a particular version of Microsoft Business usually greatly influences a subsequent Variation of Microsoft Home windows. Such as, the toolbar, colored buttons and the gray-colored 3D look of Business 4.three have been added to Home windows 95, along with the ribbon, released in Office 2007, has long been integrated into many plans bundled with Home windows 7 and afterwards. In 2012, Place of work 2013 replicated the flat, box-like design and style of Home windows 8. Buyers of Microsoft Office environment might accessibility external knowledge by means of relationship-specifications saved in Business office Info Connection (.odc) files.[37] Both equally Home windows and Place of work use provider packs to update software. Business office had non-cumulative provider releases, which were being discontinued immediately after Place of work 2000 Provider Launch one. Earlier versions of Office often contained Easter eggs. One example is, Excel ninety seven contained a fairly practical flight-simulator. File formats and metadata Microsoft Office prior to Business 2007 employed proprietary file formats depending on the OLE Compound File Binary Structure.[38] This pressured buyers who share details to undertake precisely the same software platform.[39] In 2008, Microsoft created your complete documentation for your binary Office environment formats freely obtainable for down load and granted any attainable patents rights to be used or implementations of Those people binary format without spending a dime beneath the Open up Specification Assure.[40][forty one] Beforehand, Microsoft experienced equipped these documentation freely but only on ask for.[42] Beginning with Business office 2007, the default file structure has been a Variation of Place of work Open up XML, even though diverse as opposed to just one standardized and printed by Ecma Global and by ISO/IEC. Microsoft has granted patent legal rights towards the formats technologies under the Open Specification Promise[forty three] and it has manufactured out there absolutely free downloadable converters for previous versions of Microsoft Business together with Office 2003, Business XP, Business 2000[forty four] and Business 2004 for Mac OS X. 3rd-bash implementations of Workplace Open XML exist about the Windows System (LibreOffice, all platforms), macOS System (iWork ’08, NeoOffice, LibreOffice) and Linux (LibreOffice and OpenOffice.org 3.0). Furthermore, Office environment 2010, Service Pack two for Place of work 2007, and Business office 2016 for Mac supports the OpenDocument Structure (ODF) for opening and preserving documents – just the old ODF one.0 (2006 ISO/IEC common) is supported, not the one.two Model (2015 ISO/IEC conventional). Microsoft presents the ability to clear away metadata from Workplace documents. This was in response to hugely publicized incidents the place delicate details a few document was leaked by using its metadata.[forty five] Metadata removal was to start with obtainable in 2004, when Microsoft unveiled a Instrument termed Remove Hidden Data Insert-in for Office 2003/XP for this purpose.[46] It had been instantly integrated into Business 2007 within a aspect called the Doc Inspector. www.office.com/setup office.com/setup

1
5 years ago
Community Debut
sat0Community Debut

Is there a way to insert apps like how Intercom has ?Closed

Intercom has this feature of inserting apps in chatbox. We are looking for a similar functionality. let me know if it is possible. Thx!

0
Community Debut
5 years ago
Apprentice
mollyApprentice

Ticket Times and Dates Added to OutlookClosed

Please integrate with Outlook! If we could make tickets that could automatically be added to our Outlook calendars, it would make life much easier.Also, if there's a way to add an appointment time in the original ticket, that would be helpful. I see where to add a date, but it only adds the date, why not the time as well?Thanks!

11
5 years ago
Apprentice
jay_10217Apprentice

Add primary/main website link in navigation barClosed

 I'm sure that most companies using freshdesk have created some sub-domain, like support.brandname.com. All the company's customers are directed to this url for seeking support. However, if someone goes there, it's very difficult for the visitor to come back to the main website.. www.brandname.com. The only way I'm right now doing it is the "logo" in the top left corner. My company logo redirects to my main website. Wouldn't it be useful if in the navigation i can add another item saying "Go back to main website" or something.

3
elinamark
5 years ago
Breezy Themes
Breezy ThemesFreshworks Partner

Moose Red portal theme for FreshdeskClosed

Moose Red portal theme for Freshdesk This template is fully compatible with Freshdesk Mint.Moose Red portal theme for Freshdesk has a modern wave pattern. The homepage layout features prominent custom blocks with icons overlapping the hero unit. These blocks have static links to any page on your portal. The search option is in the header on all pages, and your users can find it easily. Moose Red theme for Freshdesk has a lot of extended functions that aren’t offered in other templates: Internal pages with a bespoke design for excellent customer experience. Different homepage layouts with or without a background image. Additional formatting components in articles that make your content easier to read. DIY branding and customization with HTML and CSS. Advanced branding and customization from Freshdesk experts. Freshdesk portal homepage Additional formatting components in articlesEasy-to-use formatting components are a step forward compared to other themes. You can make your articles attractive and easy to digest in a hassle-free manner. They include: Accordions Tabs Fonts Lists  Callouts Tables Images Videos Font Awesome and a lot more...  All Freshdesk portal templates from Breezy Themes: Fully compatible with Freshdesk Enriched with formatting components Responsive and Retina-ready Easy-to-maintain with simple code With our themes, you get: Various Font Awesome icons Transparent prices Live demos to test templates before the payment Instant access after the purchase Article in the Moose Red theme for Freshdesk  Breezy Themes is the only authorized Freshworks partner for Freshdesk themes and portal customization.Breezy Themes is an official Freshworks partner, so Freshdesk recommends our services to their clients. You can trust your Freshdesk customer portal to us without worrying about our experience and qualifications.While everyone seems to offer full compatibility and high quality, only templates and customization services from Breezy Themes are recognized by Freshworks.  View our Portfolio

0
Breezy Themes
5 years ago
General Zod
Community Debut
General ZodCommunity Debut

Colour code different productsClosed

Hi, we have just set up up our FD to link to several of our products under the one house.  Is there any way that a colour option could be added to the settings so we can clearly identify different products, as the name alone works to an extent but there is still a risk of cross product contamination.ThanksPaul

0
General Zod
Community Debut
5 years ago
Contributor
adam_12921Contributor

Hide 'Social' by AgentClosed

Hello All,In our business, the Social Media accounts are closely kept to a select few that can make updates on the accounts. We like the ability to convert Social interactions into meaningful tickets, however we don't want to give all agents access to the Social feature.If this isn't currently a feature, can it be logged as a future request?Thanks!Adam.

4
5 years ago
Apprentice
jason_10601Apprentice

More scenario "Assign to Agent" optionsClosed

Options for changing the assignment to "None" and to the user executing the scenario would eliminate the need for the users to do this manually before or after they execute the scenario. This would save us a great deal of time.

4
geebranz
5 years ago
Contributor
astedfastContributor

Observer action: Add note to ticketClosed

I'd like to be able to add a note to the ticket via an Observer rule. One example I have in mind:A customer creates a ticket with "Urgent" priority.  After discussion, the customer or agent changes priority to "Low".  The Observer rule would automatically detect the change and add a note (option of public or private) indicating the previous priority with the name of the person who set it (if it was the first time it was changed, this would be the ticket creator), as well as the new priority and the name of the person who changed it.  Adding detail could be an option, as well, to indicate why the priority was changed.

12
geebranz
5 years ago
Contributor
patrick.kContributor

Auto assign Agent when reply'ingClosed

Currently when one agent is assigned, but another agent wants to answer the ticket the ownership doesnt change to current agent (when pressing reply)Because our support agents work in multiple groups and we dont look at owner (unless its a specific ticket). Every ticket has to be answered, we dont mind if its Agent A or Agent B.But because the ownership doesnt change the signature is from the old owner and the agent who wants to reply on a ticket has to change the owner first before replying.We are receiving 350+ tickets per day and changing owner everytime is very time consuming.It would be great to change owner in click (click reply) and this can even be done on the background (eg javascript) and when ticket refreshed after answering you see the owner change.

8
geebranz
5 years ago
Contributor
marioContributor

'Product' in RulesClosed

I thik that it is crucial that Product can be selected as a condition in order to separate rules that affect different communication channels...

3
geebranz
5 years ago
Apprentice
dathanellisApprentice

Reorder how automations are run when using the "Send and set as" functionClosed

Currently, when using the "Send and set as" function (button), all Automations already created run after the reply is sent and after the ticket Status has been changed. I would like to alter when automations are fired for the "Send and set as" function:Current automation workflow:Reply is sent Status is updatedAutomations run for #1Automations run for #2Proposed change:Reply is sentAutomations run for #1Status is updatedAutomations run for #2Currently, my automations for sending a reply (see #1) are overwritten by my automations for #2. I would like automations to be triggered after each ticket event performed.I leverage automations quite a bit to help my team perform less clicks for each ticket update. The proposed change will help my team become even more efficient.Thank you!Dathan

1
geebranz
5 years ago
Apprentice
dj-radyApprentice

Auto-close tickets after a certain period of timeClosed

 I was trying to set up an own rule with the dispatch'r, that tickets, which are not resolved and older than e.g. 5 days, closes automatically.There is a conditional tag "created" but it only allows to select "during" as operator. Would be nice to have another operator like "older" and select the days.If someone has another suggestion how this could be achieved, let me hear.Anyway best helpdesk solution for me right now.

5
geebranz
5 years ago
Contributor
m.rablContributor

Hours since OpenClosed

Im missing the field "hours since open" in time triggers automations. i can find every status even the one i created manualy but not "hours since open". The opion "hours since reopend" only triggers tickets, which where resolved/closed in the past, thats not what we need. would be great to get this missing point.

2
geebranz
5 years ago
Contributor
marc.freitagContributor

Different E-Mail Notification für Requester "Ticket has been created" for 3 different Support-Emails?Closed

Hi there :-)our customers can use 3 different mailadresses to contact us. Is it possible to set up a rule, that sents a different Notification to the requester, that his new ticket is created – depending on the Mail-Adress he writes us?There are some options, but i am not sure, if this covers this case.(Products is not a solution for us)Kind regardsMarc

2
geebranz
5 years ago
Apprentice
xfoumania25xtubeApprentice

Prevent accumulation of responseClosed

Hi,We use Freshdesk for about 3 month and we're still waiting to decide if we will go throught with it.One of the most annoying feature is that by default we see all the response send by email.So we have an accumulation of response.For example we have a ticket send by mail : Ticket Text : Hello i'm a ticketWe responde : Ok you are a ticketThe customer respond : Ok greatOn the customer response we see :   - Ok Great    - Ok you are a ticket      - Hello i'm a ticketSo the full ticket look like this : -Hello i'm a ticket-Ok you are a ticket- Ok Great  - Ok you are a ticket    - Hello i'm a ticketSo it's very difficult to read the ticket when there is more thant 2/3 response.We have the problem with all of our customer (most of them use Outlook as a mail software)

1
geebranz
5 years ago
Contributor
antoine.grabowskiContributor

Edit message in Team HuddleClosed

Hello!Once a message is submitted with Team Huddle, it is not possible to edit it, nor deleting it.Add Edit and Delete function.Add Undo Send as well.Thanks,Best,

1
geebranz
5 years ago
Contributor
len.smithContributor

Alternate Closed Status when Merging a TicketClosed

I noticed that when I merge one ticket into another, the non-primary ticket gets a status value of "Closed."  In and of itself, this is probably okay, but I would like to suggest that you offer the option of an alternate Status so as not to skew any metrics.For our needs, I would probably want to use a Status of "Merged" or "Closed - Merged" just so I can keep everything accurate.  This can be a Help Desk setting, such as "Set Status of Merged Tickets as:" and let the admin chose the Status (e.g., "Closed Merged"), or simply allow the agent to select the Status value as a part of the Merge.

9
geebranz
5 years ago
Contributor
mindreyContributor

View total time for a ticket in MintClosed

In the old interface, we were able to easily see the total time entries submitted for a ticket at the top of the Time Logs section.  This feature has been taken away in Mint and we now have to manually calculate the total time used for a ticket.  Would like to request that this feature be put in to the Mint interface as well.

5
geebranz
5 years ago
Apprentice
marek.majchrzakApprentice

Ticket sidebar widthClosed

Is there a way to make ticket sidebar wider? Manually or when creating custom app

1
geebranz
5 years ago
Apprentice
dewald.visserApprentice

Note to be added to State ColumnClosed

 Good dayA feature that will be highly beneficial to us is for the 'Note Added' state to become a default state and seen in both the table and card view.We have found that it is very difficult to manage notes between agents and outside sources as currently you have to check your emails for notes as well as refer back to a specific ticket number via office 365 or Outlook.As soon as there are an abundance of tickets and notes added to them you loose track of your notes.Therefore we believe by adding "new note" to the state column the agent can easily navigate between notes and be curtain not to miss or not see notes directly in Freshdesk.

4
geebranz
5 years ago
Contributor
viniciusContributor

Time entry at each replyClosed

Would it be possible for the agent to log time in the same screen as they reply to a ticket? In my business, things go really fast, and we are facing a big problem: if agents are not forced to log time, they just don't...It happens to me as well. So we are looking for a solution that does not allow the reply of a ticket without logging time.Also, the time tracking should not be a tab, in my opinion, but something easier to access.Thanks!

15
geebranz
5 years ago
Contributor
sfijnemanContributor

Add Shared ownership to tickets list viewClosed

Would be great if we can have the Shared-Owner visible in the ticket ListView

1
geebranz
5 years ago
Contributor
ronenbContributor

Create "internal" ticketsClosed

Hi,is there any way to create an "internal" ticket that is not connected to an actual customer/contact but rather just a name? Every time we create a ticket, a "ticket created"-mail is sent to the customer. We would just like to create a ticket internally to work on, where no emails are sent to the customer. However at the same time, we also want to be able to create tickets where regular emails ARE sent to the customer, so they can follow the ticket.We want to use Freshdesk to replace "Microsoft Planner" which we are using today. We use Microsoft Planner to add 'tasks' (rather than 'tickets'). These tasks can be commented, edited etc. without sending any kind of notifications. We use this for the purpose of planning and following up with a customers case, so it's not forgotten.Any ideas on how we can accomplish what we have in Microsoft Planner, in Freshdesk instead? 

5
geebranz
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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