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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
balaji.nagarajanApprentice

FDK Status Update PayloadClosed

Hi Team,Good day! We have created a new application by using FDK and Nexmo. Here, we need to send the notification message to the user when changing the status/priority/assignee of the ticket based on the FDK payload. It's working well when changing anyone from above three. But it throws single payload data only while we updating all the above three values in single submit from the ticket page. How can we resolve this issue? do we need to change any settings or anything? Please support me. Thanks!

2
geebranz
5 years ago
Active Contributor
chris.barkerActive Contributor

Pick + Save a Default ViewClosed

The default 'view' in Freshdesk is Card View. Those of us with lots of tickets often prefer Table View as it shows more information on the screen, and allows us to add columns, e.g. as we operate a B2B model rather than direct to end user, it's very useful for us to see the Company column.I find that any time I open a ticket in a new tab or close my browser (or sometimes just randomly in the same browser/tab session) it defaults back to Card View, and I have to change it to Table View and add the Companies column back in.Please allow us to select and save our own default view (including columns in Table View) rather than always defaulting to Card View.

3
geebranz
5 years ago
aravind.sundararajan
Skilled Expert
aravind.sundararajanSkilled Expert

Have a suggestion for Quick Actions? Share it here!Closed

Hello, Starting this thread for discussions around Quick Actions. If you're wondering what it is all about, read this article to know how Quick Actions can help agents in their daily tasks.Quick Actions enable agents to search and insert canned responses or solution articles in their replies.  We're looking for some ideas to enhance its range further.What else would you like to perform using Quick Actions? Write down your thoughts here.Cheers!

10
geebranz
5 years ago
Contributor
gabriel.ribeiromxContributor

FR - Allow canned responses to be used via bulk actions for ticket sendingClosed

Remember when you're at the tickets view page and you mark several tickets for a certain action? (E.g. closing, bulk reply, solving, adding tags, assignee, etc.)So, you currently can't send bulk canned responses from that editor.When you press /c to show up the canned responses (or even the canned responses pane), it's not there.Please add the /c command for canned responses for certain bulk scenarios.I've been getting lots of emails asking for the same thing, and sometimes sending them in bulk actions requires me to open an older ticket to grab the previously saved canned response, and so go back to the bulk actions editor again.Oh yeah, don't forget to append the footer to that editor too. It will save me a lot of time instead of copying and pasting things from other places rather than opening old emails to gather the proper information to be sent in bulk actions.

1
geebranz
5 years ago
Apprentice
jmooreApprentice

Reply email optionsClosed

It would be nice to have a way of having a personalized response email from each agent. So if someone sends to support@acme.freshdesk.com I can reply as john@acme.freshdesk.com. Maybe even a way of having it for your own domain eg sent to support@acme.com and reply from John@acme.com - where I would set up John@acme.com to forward to support@acme.freshdesk or john@acme.freshdesk.com Thanks

6
geebranz
5 years ago
Contributor
svein.are.gronsundContributor

Change default note-type (to "public")Closed

Is it possible to change the default privacy for "notes" to be "public"?We are not using "Reply", but only "Public Note" and it is tiresome to allways remember to click the "Visible to customer"-switch.

10
geebranz
5 years ago
Apprentice
jasminestupicaApprentice

Prevent accidentally resolving tickets with draftsClosed

I would like to see a warning message pop-up if an agent tries to resolve or close a ticket with an email still in draft.It happens with some frequency that an agent will compose an email and click to send and resolve the ticket.  However, they haven't yet filled out a required field on the ticket, so they are flagged to do so.  They will navigate to filling out the filed and click update, but forget to go back and click send again on the email.This kind of fail-safe messaging would be very helpful.  Alternatively, when you click send and resolve, it could send the email, but still flag the agent to go and update the other necessary fields in the ticket afterwards.

1
geebranz
5 years ago
Contributor
pmesritzContributor

Sort by Closed or Resolved DateClosed

Unless I'm missing it, it would be great to be able to sort by closed or resolved date. For example, I was hoping to see a list of all tickets closed in the last 30 days for auditing purposes.  I don't really have a way to pull that whether by report or by sort.

3
geebranz
5 years ago
Contributor
lbarclayContributor

Allow bulk update of requestorClosed

 Add functionality to be able to bulk change the requestor for a ticket.  For example, when someone leaves an organization and all tickets need to be moved to a new requestor name.

8
geebranz
5 years ago
Contributor
andrew.james_15908Contributor

Improved date picker functionality for ticket TO-DO reminderClosed

When setting a TO-DO reminder on a ticket, it would be great if there were (in addition to the date picker) some quick pick relative dates (eg. tomorrow, in three days, in a week, in a fortnight, in a month)The use case is that for many tickets, we are waiting on either the client or another party to take an action that will progress the ticket to resolution.In such cases, we set the ticket to a ‘waiting’ type status and create a to-do reminder to make sure the ticket doesn’t get forgotten due to non-action by the other party. The key is that we don’t want to see the ticket again until a) the customer/third party responds OR b) the reminder goes off prompting us to follow-up.Setting the reminder quickly for a defined number of days would speed up this process (which can be oft repeated on a ticket). 

2
geebranz
5 years ago
Apprentice
mryanApprentice

Admin can't loginClosed

Since the last update, I can't login to my admin page with SSO. It says not authorized....

5
geebranz
5 years ago
Apprentice
janderson_21010Apprentice

Resolve by date disappears when ticket status is changed from "Open"Closed

Hi there! Our team typically refers to the "Table view" and prioritizes work based on the "Resolve by" date (dictated by SLAs per ticket type). Unfortunately, whenever the status is changed from "Open" to custom statuses like "In-Progress" and "Review" the "Resolve by" date disappears and only dashed lines show (- -). Is there any way to configure so that the "Resolve by" date always shows, regardless of status (unless the SLA timer has been turned off for that particular status, of course)? We'd appreciate any input!

1
geebranz
5 years ago
Apprentice
george_21039Apprentice

Selecting from /c "Recent Canned Responses" with KeyboardClosed

I'm not sure if I'm doing something wrong, but when I try to use they keyboard to select from the list of Recent Canned Responses, instead of scrolling through the options, it changes between a bunch of first letters that don't seem relevant. Is there something I'm doing wrong or a way to fix this?

1
geebranz
5 years ago
Apprentice
dyllandeanApprentice

Merging Tickets ProblemClosed

Merging tickets does not work for me anymore. I will select to tickets to merge from the ticket list and then the merge button isn't there. I can't even search for another ticket in the merge sub-menu.

1
geebranz
5 years ago
Apprentice
p.samartzisApprentice

Outlook compatibilityClosed

Good Morning  i would like to know if it is possible to o respond to email from from Outlook and yet have those messages synced on Freshdesk? For example i have a company with name AA and a customer send us an email to this company. A ticket will be created. As AA company can i answer to this customer through Outlook(not through freshdesk) and see the answer (dialogue) to the already created ticket?Thanks

2
geebranz
5 years ago
Apprentice
bbellApprentice

Currently active ticketClosed

We are required to log into and out of every ticket we work but are frequently pulled in different directions.  It would be really helpful if we could turn on a box that lets us quickly get back to our currently logged in ticket so we can remember what we were working on and make sure that we punch our time to the right place.

1
geebranz
5 years ago
Apprentice
ward.vangeel_16973Apprentice

Assign a color to a tagClosed

It would be nice to be able to assign a color to a tag so that it will be easier to spot them in the ticket list.

4
geebranz
5 years ago
Apprentice
stan.mcduffieApprentice

Add Tags to Bulk ActionsClosed

I'd like to tag tickets in bulk.  This functionality should include the ability to select one or more tags at the time.

4
geebranz
5 years ago
Apprentice
support_20269Apprentice

Sendgrid IP has been blacklisted by FreshdeskClosed

I have stopped receiving email tickets on Freshdesk.And I have noticied it is because Freshdesk is blocking all emails sent by my email service (Sendgrid) and the IP has been blacklisted.What's going on here?Can someone fix this as soon as possible?

1
geebranz
5 years ago
Apprentice
tommy_14830Apprentice

To-Do list: It should be an option to make the to-do list mandatoryClosed

It would be nice if the To-Do list had an option to be mandatory to clear / check before being able to close or resolve a ticket.This would ensure that the tasks are seen before closing a ticket.

3
geebranz
5 years ago
Apprentice
helpdesk_18367Apprentice

Liquid Error Undefined method "dom type" for nil: Nil ClassClosed

Hi Team, When we try to submit a ticket in Fresh Desk we receive the following error in FreshDesk "Liquid Error Undefined method "dom type" for nil: Nil Class"Kindly suggest what needs to be done in order to rectify this.With Regards, HelpDesk Team

2
geebranz
5 years ago
Apprentice
itdeptApprentice

Mobile App (Android) - To-Do ListClosed

This feature would be fantastic for the mobile app, linking to the current to-do list on the agent portal on desktop/web site.If it is there I cannot seem to find it.

13
Brijesh Vadukiya
5 years ago
Apprentice
kristianApprentice

USPS Tracking via FreshDeskClosed

 Would be great if you can integrate the USPS APIs to track parcels (incoming and outgoing) directly into FreshDesk.https://www.usps.com/business/web-tools-apis/delivery-information.htmAny ideas on how to achieve this?We ship many items to customers and often manually have to check if the customer has sent their replacement back to our warehouse. This would make it easy knowing exactly when the item has been received back and when the item has been received by the customer on the outgoing parcel.

5
5 years ago
Contributor
iapruzzeseContributor

Drill into report dataClosed

I would like to be able to click on a link in a report to drill into the underlying data. For example in the Help Desk at a Glance report I would like to click on the ticket priority pie chart and see the tickets that are in each category. So we can review the report and then drill into the tickets associated with the charts.

4
hamishna
5 years ago
Apprentice
cameronApprentice

Time Sheet on Mobile websiteClosed

The mobile version requires only one more feature to make it practical.  I would like to be able to clock in to tickets from the mobile website.

9
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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