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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
charles_19370Apprentice

Phone Number and Service Location Required to close ticket - how can I change this?Closed

Next to each email ticket there is a properties panel. In order for me to change the status of a ticket it currently requires me to enter a phone number and a service location (see attached screen shot), but this information is not necessary for. We don't even have different service locations. How can I make it so these fields re not required?

5
geebranz
5 years ago
Apprentice
nicolasstegmannApprentice

Filter option - (not include) eg. Tags, Group, AgentClosed

Sometimes its easier to select (not include) !It makes it possible to create more customized views in order to not repeat the same Tickets on each view.

3
geebranz
5 years ago
Apprentice
linda_13061Apprentice

Create a dashboard view that shows only tickets that the customer has responded toClosed

We need to be able to see a list of tickets that customers have recently sent a response to (tickets that are flagged with 'Customer Responded').

5
geebranz
5 years ago
Contributor
ben.borehamContributor

Select all button only selects first page of ticketsClosed

Issue: Cannot bulk update more than one page of tickets at a time.Example: Clicking the Select all button in the ticket view only selects tickets on the first page, navigating between Pages 1, 2 and 3 clears previous selections.Expected result: Ability to be able to select all tickets

2
geebranz
5 years ago
Apprentice
msalemApprentice

How do I view tickets I createdClosed

How can I see tickets created by me or any other agent?

1
geebranz
5 years ago
jdaniele
Apprentice
jdanieleApprentice

Report on State?Closed

When viewing tickets in the Table view layout, I have noticed that one of the columns listed is "State". Looking at the filters, I do not see "State" listed as an option. I think it would be extremely helpful that I could filter the view on State. Does anyone know of a way that I may be able to do this?Thank you in advance.

1
geebranz
5 years ago
Apprentice
iris.shechterApprentice

Ticket Filters not workingClosed

Is anyone else having issues with filters not working properly?I"m trying to view only open and pending tickets but the results include closed and resolved as well.  When I try to add more filters the previous filters disappear - it's extremely disruptive, going on for 2 days now with no resolution in sight.I'm wondering if anyone else has had the same issues now or in the past, or it's exclusive to my team.

1
geebranz
5 years ago
Apprentice
veronika.chuhalovaApprentice

I can't attach more than one fileClosed

I can't attach more than one fileHow can I attach more than one file?

1
geebranz
5 years ago
Active Contributor
labattActive Contributor

Ability to tag and remove personal and private informationClosed

More and more, our vendor partners are requiring us to remove personal and private information from all of our systems after a specified time. For example, Amazon requires any personal and private information stored about Amazon buyers in our systems to be removed within 30 days of an order. GDPR and CCPA also have very strict requirements about storing personal and private information, and also reporting on it. We often need to include personal and private information in our support tickets but need a way to either automatically or manually expire this information after a time period. However, there doesn't seem to be a good way to specifically tag information in a ticket as PPI. We can tag the entire ticket, but then we need to review the entire ticket and edit specific sections to remove the PPI. It would be great if we could highlight PPI in a ticket and designate it as PPI. Then, later on, when we need to remove all PPI from our systems, we could press a button (or have it run automatically each day) to clear out any PPI over x days old.

2
geebranz
5 years ago
Apprentice
bart.billietApprentice

Allow tagging an entire group in notesClosed

We can already tag individual users in FreshDesk notes, but would it be possible to also enable scenarios for tagging an entire team (group) in the note? 

2
geebranz
5 years ago
Contributor
thanos.massiasContributor

Improvements of parent-children plugin by FreshdeskClosed

As explained in https://support.freshdesk.com/support/discussions/topics/16385/ Freshdesk developers have created a parent-children plugin. This plugin is not  available under Admin > Apps but you have to ask Freshdesk to send you the code and instructions ( however, the above thread contains a recent version in a user post on page 2 ). I am using this plugin and I have to say that it is really useful and practical. However, I have a few suggestions/requests: 1) Suggestion: The plugin uses 3 text custom ticket fields 'Parent or Child', 'Parent ID' and 'Child ID'. I believe two fields are enough: 'Parent ID' and 'Children IDs' ( plain renaming of 'Child ID' to reflect the fact that you can have multiple children tickets ). The idea is that if 'Parent ID' is the same as the current ticket ID then this is the parent ticket, otherwise it is a child ticket - I can see no need for the 'Parent or Child' field. 2) Request: When you use the plugin to create a child ticket you can set its requester to be either the same as the requester of the parent ticket or to be one of the agents. In addition to those options, I would really like to be able set the requester to any of the existing contacts. From what I understand by reading related requests of other users, this would be useful to many people. At the moment, I have to create the child ticket with an agent as the requester ( so that the original requester is not perplexed by the related notifications ) and then edit it to change the requester. This is sub-optimal and creates problems of its own ( sometimes, replying to tickets edited in this way leads to the creation of new tickets ). 3) Request: This is not very high on my list but it would make for a cool feature: It would be nice to be able to select 2 existing, unrelated, tickets and turn one into a parent and the other into a child. Currently I can only do this by manually editing the above mentioned custom ticket fields but this solution is not suitable for regular supporters. I understand that this may be harder than it sounds ( for example, one has to check that the child candidate is not already a child of a different parent or a parent itself ).

5
geebranz
5 years ago
Apprentice
prasanthkApprentice

Creating priorityClosed

Is it possible to create a custom priority and custom time line for requests in Help desk.I need to create a custom time line of 2 weeks for specific topic related tickets. how to do it. 

2
geebranz
5 years ago
Apprentice
vitaly.katkovskyApprentice

Add more options to the export functionClosed

Have the notes and 'Last Updated by' fields added to the export function.

1
geebranz
5 years ago
Contributor
support1Contributor

Last update field in table viewClosed

In order to track agents last action time on the ticket, we must have a filed last update time or time since the last action in the ticketI mean all the actions, not only responded or a new ticketfor example, if the ticket was assigned to agent1, and then reassigned to agent2, if agent2 haven't done any action for more than 30 minutes then we would notice it in that field in the table viewThank youAvital

2
geebranz
5 years ago
Contributor
support1Contributor

Can't edit font on replyClosed

We can't edit font size from the reply in the ticketReally bothering the clients and the agentsPlease assistThank youAvital

9
geebranz
5 years ago
Apprentice
remcoApprentice

Search and send Bulk updateClosed

Hi Guys, here is what I want, I hope you can help me out!I have over 700+ Unresolved and on hold tickets.When I search for example the word 'carplay' I found 12 tickets that contain the word CarPlay.. perfect! but now I would like to send a Bulk Update to this 12 tickets with one answer and close them.Is this possible, I can not find the solution.Cheers! Remco

3
geebranz
5 years ago
Apprentice
dennis_17899Apprentice

Automatically expand a ticket.Closed

 Hello, I might be blind, or there's no way to do it, but what has been asked of me is to look into whether it's possible to automatically expand tickets without having the "5 more conversations", or similar, having to click on it to see the whole ticket, and possibly miss it altogether when scrolling through a ticket.Regards,/Dennis

4
geebranz
5 years ago
Contributor
campbellwildContributor

Change "To" fieldClosed

I raised this as a support ticket (181268), but was told this was by design, so I'd just like to see if anyone else agrees with me.If I receive a support ticket that is initially sent by Person A, but CCing Person B.  If I reply to this, and then Person B replies to my response, when I then go to reply a second time the ticket always defaults to sending to the person who opened the ticket.  It should be replying to the person who last sent the email.I am seeing this quite often, and because the person is just CC'd into the email, they often ignore the email.  In a normal email conversation it will always reply to the person who sent the email - why doesn't Freshdesk behave the same way?  Or at least give us the option to change the To field.

21
geebranz
5 years ago
Contributor
ben.rollmanContributor

Collapse contact details by defaultClosed

Is there a way to set the view of the ticket so the Contact Details are not expanded by default?  We're a smaller company and most of our "customers" are just other employees, so having those details isn't important.  It'll also help us remember to enter the logged time since we'll be able to see it.  And, if the Time Logs portion could be expanded by default that would be even better.

2
geebranz
5 years ago
Contributor
marta.wesselhoffContributor

Ability to change an existing note from public to privateClosed

Something that would be really useful would be the ability to switch the status of a note from public to private, or vice-versa.  For instance, if an agent accidentally sets a note to be public, and it's something we don't want a customer to see, the only way to make it a private note is to copy the note's contents, delete the public note, and create a new private note with the contents of the original note pasted in.  It would be great if the "Edit" option including something that allowed agents to switch the privacy status of notes without having to create an entirely new note.

53
geebranz
5 years ago
Apprentice
vaishu.araviApprentice

Domain name changeClosed

 Hello Team,We are rebranding our name and we would like to change the domain name.The URL that we have now : https://www.oncarecloud.freshdesk.comWe will be changing it to : https://www.1core.freshdesk.com (or) https://www.1coresolutions.freshdesk.com.What are the procedures and steps we need to do in order to get this change done.Please advise.Thanks,Vaishu

2
geebranz
5 years ago
Contributor
msContributor

Collapse of long e-mails and threadsClosed

In the new look, it is great that all but the last few messages are collapsed. But when having long e-mail conversations, and the entire message is continuously replied to with including the original message(s), each mail message becomes longer and longer. GMail has a nice feature that will collapse the repeated part from earlier messages in the conversation (as hidden by the in-message button with the dots). This makes it easy to get to the right (and new) information in that message.Next to that, being able to collapse an entire message manually in the conversation list would also be nice, so we can only focus on a few messages, in stead of the entire one. this is useful when there are some internal comments in the system, but you only want to see the last two messages by the customer

12
geebranz
5 years ago
Apprentice
eberubeApprentice

Enable Adjustable Column SizesClosed

From the ticket page view, I can only have a few column fields in play because if I add any more, they go off screen and are a pain to scroll to.If I could adjust the size of each column, it would allow me to have a cleaner and more detailed look.

3
geebranz
5 years ago
Apprentice
jorge.velandoApprentice

I cannot add a ticket type in SPROUTClosed

Hello, I am trying Fresh Helpdesk SPROUT as an alternative for my company.When I try to add a new type of ticket or modify the description of an existing one, I get the following error:Your field of the ticket could not be saved. Please try again.Can somebody help me? Regards,

2
geebranz
5 years ago
Contributor
miahillContributor

Agent Collision Detection IssueClosed

Agent collision detection greatly needs improvement. The now-you-see-it-now-you-don't red eye is not a very visible indicator that someone else is in a ticket. We are two days into using Freshdesk and have already run into several issues with agent collision. The alert saying to review a response because someone else replied is also not reliable. Twice today I received the alert only to find nobody actually responded to the ticket while I was working on a reply.Ideally - Once an agent is in a ticket, that ticket should lock as view only to prevent any other agents from responding to that ticket.  

2
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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