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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
tprobetsApprentice

Mark articles as newClosed

 It would be nice if articles recently added to solutions could show a 'new' tag on them to show they had been recently added. After a determined period the indicator would disappear. It would also be good if you could mark articles as 'important' in a similar way.

1
6 years ago
Apprentice
sujith.talkApprentice

Feed BackClosed

 Test message

0
Apprentice
6 years ago
Apprentice
ksuApprentice

Canned forms on automation rules in ticket updatesClosed

Hey everyone,I personally feel there should be a provision for us to enter resolution forms.So there is a need for canned form in the automation field.(canned responses exist though)

1
6 years ago
Apprentice
mckennadanApprentice

auto merge ticketsClosed

Our customers tend to only be around for 1 enquiry only and rarely come back, the biggest problem we have is them being impatient and logging multi tickets for the same thing.We would love the ability to "turn on" auto merging tickets based on the requester email to save us from doing it manually. (we had to do this for over 30% of tickets last month) e.g. is Mike says: Hey I have a problem with this product > ticket opens Mike then emails in: Oh I forgot to add this question, can you tell me about this? = 2 tickets raised and unless you go into the requester info you don't know to merge theseSolution: turn on auto ticket merge, this way all of mikes conversation is under the one number Preference here would also be to have the second ticket never even appear within the stats (deleted but info/question is moved over) Another rule here: Once this ticket is closed it will obviously open up Mikes ability to raise new tickets from then on (when he has a problem again 2 months later) Thoughts? I think this would be super awesome! Regards,

100
6 years ago
Apprentice
jimApprentice

Scenario automation - Add to reply... not just emailClosed

The current system allows to define an action 'Send email to Requester'...  which sends a pre-defined email to the user (This email never appears in the ticket conversation view)What we like to have is ability to define an action like... 'Add To Response Body'... which fills the response text field with a template message so that the agent can customize the message for the current case and then hit send. (Exactly the way macro work in zendesk)

20
6 years ago
Apprentice
simon.martinApprentice

Forward and Set Status of TicketClosed

Much like you can reply and set the status of a ticket at the same time, can we also do this with forwarders? I.e. Forward an email and close the ticket at the same time?

0
Apprentice
6 years ago
Apprentice
elliottaugusteaApprentice

Interacting with multiple customer support teams and multiple application vendor support teams??Closed

  We have a scenario at our workplace (i am not sure if it is unique to us) however, here we have customer companies (not individual customers) all of them having their own helpdesk ticketing system and we a lot of application companies who have their own ticketing system as well. We are like middleware in between and we kind of are a slice of meat between the bread.  Customer companies will report their issues to us and we work with the application companies to solve their issues. We are not able to find a way to put this workflow in Freshdesk. Any suggestions..

1
6 years ago
Contributor
david.suggContributor

Follow up with customer automaticallyClosed

Hello All,Maybe someone can help.  We are looking for a way to follow up with customers without having to create multiple rules.What I am trying to do is for every 3 days there is not a response sent to the customer, I would like for the system to send a follow up email that states we are still working on your ticket, and will try to follow up soon.Right now the only way to do it, is to create several rules for each multiple of 3, but do not want to do this.  Anyone have any ideas? 

1
6 years ago
Apprentice
fraserApprentice

Limiting agents to view only one Company's issuesClosed

Is it possible to restrict an agent to only view and manage tickets for one company? We have clients that handle their own first line support then would need to escalate issues to us but we want it all in one system so we can still track whats happening. 

6
6 years ago
Apprentice
naomiApprentice

Mint: Have notes on the sideClosed

Internal/Private notes would be great and faster to access/see right away if they were on the right side (with the ToDos and whatnot). 

5
6 years ago
Contributor
jijsaxtonContributor

View History of CI's assigned to Requestor even if CI has been reassignedClosed

A number of times I've had to view the CI's currently and previously associated to a requester. I can easily see current CI's by viewing the requester's profile, however there is no way to view the history of CI's given to a user.Only one way to view the history of assignments for a CI is to check the CI history it self, but this is not useful in this situation.

1
6 years ago
Apprentice
dparishApprentice

Scheduler Bi-weekly OptionClosed

It would be great if there was an option to schedule something on a bi-weekly basis rather than only, once, weekly or monthly.

4
Apprentice
6 years ago
Apprentice
michael.kunzApprentice

automation rules cannot be updated- anyone else having this problem?Closed

I have many automations.  I cannot update them without getting an error pop-up of "please check the rule configuration" The rule functions.I have opened support cases with freshdesk, with little success.If I clone the rule, it fails as well.I can create a rule usually but that is time consuming.There seems to be no api interface to get the rule content.Anyone else experiencing this?

2
6 years ago
Contributor
stefan.letkoContributor

Skip Time trigger / Supervisor rules execution during non-business hours / weekends and holidays.Closed

Hello, Not sure that this has been already suggested. Currently when a Time trigger / Supervisor rules are executed we can not exclude non-business hours, weekends and holidays periods. Thus, if a Time trigger / Supervisor rule action is meant to send a notification to agent or requester, this notifications is sent during non-business hours, weekends and holidays.If would be great to have the ability to skip execution of the rule during non-business hours, weekends and holidays to avoid bothering agents and / or requesters when they are not supposed to work.WDYT ?Regards, Stefan

2
6 years ago
Apprentice
ellencApprentice

Adding CC in Ticket UpdatesClosed

Hello,Is there a way I can create an Automation in Ticket updates where if a Reply is sent in a specific group, it will automatically CC a specific email address?Thanks,Ellen

2
6 years ago
Apprentice
jwrightApprentice

Automate Child Ticket CreationClosed

I'd love to see the ability to automate child ticket creation.For instance, if a customer puts in a ticket with Type "New Employee," we would like to automatically create child tickets for (1) the guy that is getting the computer put together, (2) the guy setting up a phone, and (3) the guy setting up their network ID.

1
6 years ago
Apprentice
get2moghiraApprentice

Attachment check for email in AutomationClosed

I wanted to have a check on tickets that have any attachments or not so that we can handle the response appropriately in our Automations. However there are no options like that.I tried with a workaround,If  Subject or description  is any of  pdf OR jpg OR jpeg OR .pdfbut that'snot working. Can you please suggest alternate way to check for attachments.

1
6 years ago
Apprentice
support_15571Apprentice

Come aggiungere in automatico tutti i dispositiviClosed

Volvo chiedere come poter inserire i dispositivi in automatico per poi effettuare l'inventario e inserire i software che ha il singolo computer.

0
Apprentice
6 years ago
Contributor
christianContributor

Reports by tagClosed

I may be wrong but, I believe tickets tags are kind of "left behind" on freshdesk.Tags can be very, very helpful for longs workflows ticket report analysis.For example, for any step from a workflow we add a tag (i.e. Customer Return, Warranty, Refund, etc).When we can have a "tag use" AB report (comparing similar last period), we can check what steps of the workflow have increased or decreased.

13
6 years ago
Contributor
mikhail.tContributor

Add support for GravatarClosed

You should add gravatar support automatically, so that it pulls in the images based on the email address.

15
6 years ago
Apprentice
fayeApprentice

Agent visibility of companies & contactsClosed

I have recently set up a new agent which is a 3rd party service delivery partner. I have restricted their ticket access to only the Group they are associated with, but they can see all contacts and companies. How can I restrict their visibility to only the company and contacts they are supporting?Thanks,Faye

2
6 years ago
Apprentice
sameh.ali.misApprentice

how i call web api on ticket reply actionClosed

i want use freshdesk ticket system to reply clients issues but i want push notification to the client on mobile device on reply action that mean i want on reply action call API from my server to send notification .. how i can call my api on ticket reply action ?thanks for you

1
6 years ago
Apprentice
gwetzelApprentice

Adding New Company search previous entriesClosed

So when creating a new Company it doesn’t pull from the current company list?  This would be a very beneficial option as we are adding in hundreds of new companies and no way to know if the company exists in this same screen (without having to open a new tab to search current companies)

1
6 years ago
Contributor
d.nieuwendijkContributor

Filter on Date Answered or Date Modified (find a ticket)Closed

Regularly, we find ourselves looking for a certain ticket, for example because we want to re-use a phrasing we used in that ticket. In order to find it, we would go through the list of resolved or closed tickets. In this case, it would be extremely helpful to be able to filter on Date Answered, because usually, you will remember the date you handled the ticket, approximately. Suggestion: make it possible to switch the filter on Date Created to Date Answered, and why not Date Modified too, while you're at it.

2
6 years ago
Apprentice
philld44Apprentice

Default Priority and Edit Status FieldsClosed

Would like to be able to set the default priority for all incoming tickets.Would like to customize the Status  options

36
6 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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