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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
support_20681Apprentice

make fields not manadatory when Close ticketClosed

How can I make "mobile number" and "service location" not mandatory when closing a ticket? I can't find these fields in Admin -> Ticket fields section

0
Apprentice
6 years ago
Apprentice
ppollinoApprentice

Separating Service RequestsClosed

I am looking to separate Service Requests into an different filter view then my regular incidents and give them a different SLA model. Is this possible in the current version of fresh service? thank you.

0
Apprentice
6 years ago
Apprentice
andrew.zitofskyApprentice

Ability to Control Access to Knowledge Base at the User-LevelClosed

We are building out our Knowledge Base and are populating it with content for our company personnel.  Of those team members, only about 15% are agents.  As such, we have given them access to the Portal so they can view the Knowledge Base.We'd like to give our customers Portal access, but not be able to use the Knowledge Based, but we have no way to unbundle that capability so we are not allowing customers to use the Portal.If there was a setting at the user-level to either Show or Hide the Portal we would be golden!  Let's make it happen.

3
6 years ago
Apprentice
dheiilovaApprentice

Subscription plan for forumsClosed

Hi I want to know which plan I use if I want to have forums?

1
6 years ago
Apprentice
ellencApprentice

Preventing Agents inserting Solutions (or copy-paste feature) if they are internal articlesClosed

I hope there's a way to prevent Agents from inserting Solutions when replying to the customer for internal articles only as it contains company workflow/terms that the customer doesn't need to know. The current logic to view them in a pop-up pane while inside a ticket is good so they can use that as reference.

1
6 years ago
Contributor
chris.phillipsContributor

Order views by multiple factorsClosed

It would be great if we could create/order view based on multiple factors...i.e. all tickets in a view, ordered first by status (open then pending etc.), then ordered by priority (P1, P2, P3...) and then ordered by least active.Essentially, I'd like 1 view, with the least active, P1 that is status open at the top, so that I could work down the list.This would mean that the logic of which ticket each agent should pick up could be configured via the ticket view/filters AND would mean we could cut down on the number of ticket views/filters required.

3
suprabha.somanathan
6 years ago
Apprentice
davelandonApprentice

FreshDesk API for SaaSClosed

Hello!I'm wondering where to access FreshDesk's API. We want to integrate with our SaaS software for customer support within our dashboard. Does it allow for this?Thanks!                             

0
Apprentice
6 years ago
Apprentice
jonathan_15781Apprentice

Button to merge all duplicate emails/tickets from each unique person with the same email address.Closed

I want to clarify the title.  Actual (IRL) example: 10 different people email me overnight 3-5 different times each. I currently have to notice that there's duplicates by the same person, select it, then go to merge, then select all the others from the same person and merge them. And sometimes i miss some if i don't notice that there's duplicates initially. And do this over and over for the 10 different people that kept emailing (some cultures like to do this assuming it'll quicken response time).  Can there be a button that see's these "multiple merges" and just 1-click combine them all by email address? *I realize it would have to make assumptions but you could filter how soon it would "auto-combine" the emails once you 1-click, in my case it's since the end of my shift on say Monday and the next morning on Tuesday. But could be expanded to say a week or a month. 

6
suprabha.somanathan
6 years ago
Contributor
jhoelzContributor

Enhance filtering - allow filtering by number fieldsClosed

This seems like it should be a fundamental part of the system. The ability to filter your ticket view is a powerful tool to find what's important.Certain tickets are more important than others based on their overall financial impact on any organization. In our case, we assign a dollar value to a ticket using a number field so we can manage a pipeline and identify high-value opportunities or liabilities. When viewing all tickets it would be a significant benefit to be able to filter all tickets that have a value range.A typical filter for us would be by "Product" with a status of "Open" in the last "60 Days" with a value of over "100,000"The filer should allow for a "Value" field to filter results for any ticket with a number field by greater than, less than, equal to or between the value of that field.

1
suprabha.somanathan
6 years ago
Apprentice
antonio_20192Apprentice

Redirect to Thank You page after submitting ticketClosed

When a customer submits a ticket, they are redirected to the portal home page without any messages. There is no feedback that their ticket was submitted successfully. So users are submitting multiple tickets. Is there a way to either:* send them to a custom thank you page after submitting a ticket?* displaying a custom message after a ticket is submitted?

1
suprabha.somanathan
6 years ago
Apprentice
dyakubikApprentice

Allow autofill on CC line of ticket submission formClosed

For some reason, browser autofill doesn't work on the CC field of the ticket submission form for customers. Some of them CC the same parties on every ticket they submit and don't want to have to retype those address or C&P them from another source every time.

0
Apprentice
6 years ago
Contributor
markus.finsterContributor

Total number of tickets in ticket viewClosed

When working in focus mode (especially then), it would be interesting to see the total number of tickets on the list you're going through.As it is now, you may start at the top and you just keep going and going, without a clear idea of how many there are still left to do.Having the count somewhere visible without needing to go back to the list would be useful.Something like this, maybe:

2
Contributor
6 years ago
Apprentice
ankgupta.7778Apprentice

ADFS3.0 integration + SAML 2.0Closed

Hi Team,I was trying to integrate my ADFS with freshdesk using SAML2.0. I have done all the configurations for SSO. I am able to get redirected to my ADFS login page and post authentication, i am getting redirecting to freshdesk page with an error:"Error while authenticating user: could not validate timestamp: not yet valid. check system clock"Can anybody guide me the cause of the issue or any workaround to mitigate it.ThanksAnk Gupta

0
Apprentice
6 years ago
Apprentice
stephan.linkeApprentice

Allow Customers With Same Mail Domain (as the requester) To Send Into A TicketClosed

Current SituationA customer (paul@customer.com) opens up a ticket (12345) with us, and his colleague(michael@customer.com), which has not been CC'd yet by the customer for whatever reason, writes into the ticket because he has additional information. This will log a new ticket (12346) with the old ticket in the subject ([#12345] Same subject...). This makes it somewhat difficult to keep track and my users are not liking to merge those tickets. As of now, Freshdesk follows three rules when it comes to who is allowed to respond to a ticket: 1. The ID in the subject2. The invisible div tag3. The GUID within the mail's extra header Additionally, the users mail address either has to be either the one of the actual requester or a cc'd recipient.How To Improve The Situation?To reduce the amount of work that needs to be done, automatically allowing users with the same toplevel domain to write into a ticket. What Would Be The Benefit Of This?It would basically create less ticket duplicates and making the experience for our agents better, reducing the need of merging tickets.Sorry for the cumbersome title, I wasn't sure how to properly word it. Best,Stephan

0
Apprentice
6 years ago
Apprentice
abe.sharpApprentice

Ability to add custom characters to ticket numbersClosed

(re-posting a comment I have just made on an 'implemented' feature request thread)We would like to be able to include character prefixes in ticket numbers on a per-group basis, and have these appear in the subject lines of all emails that Freshdesk sends, to (a) distinguish tickets from our own Freshdesk account from tickets created by other systems and (b) see at a glance which group a ticket is in. So a ticket number that currently appears as [#12345] in an email subject line, could be made to appear as (for example) [SUP12345] if it was in the support group and [OPS12345] if it was in the operations group. JIRA does this quite well.

13
6 years ago
Contributor
nathalie.saveliefContributor

Activation emails option / unverified contactsClosed

Hi all,I think it would be great to have below features for the activation email:- being able to automatically send the activation email when importing contacts- having a way to know whether/when the activation email was sent for an unverified contact- having access to the "send activation email" from all panel (for example when you are looking at a company  contacts, if you check one or few unverfied contacts, you only see the "delete" button whereas in the "unverified contacts" panel you can see the button)- being able to filter in the  "unverified contacts" panelThanks in advance!

6
6 years ago
Apprentice
thorApprentice

Add a parent companyClosed

In Freshsales you have the possibility to add a parent company. This is very useful as all our customers (companies) is linked to a partner/reseller which also is a company. As far as I can see, this is not possible in Freshdesk. Will you make this possible?

1
6 years ago
Apprentice
nathan_20618Apprentice

Customer portal - Side menu & download / combineClosed

I'm trying to convince the project manager to switch all our docs over to the portal. The main thing that's got him hesitating is he wants them to be a bit more self-contained, rather than a series of separate articles.Is there (or could there be) a way of adding a side menu so that we can link articles? (Has anyone found a cool / relitively easy way to hack this?)e.g.:And it'd maybe be handy to provide a way of downloading / exporting some or all of it as a PDF...I think if we could do these 2 things, we'd be able to convince him...

0
Apprentice
6 years ago
Contributor
sfieldsContributor

How to Edit Ticket TimeClosed

I'd like to know if there is a way to edit the date & time of a ticket's creation.  That way, if I have an old ticket I want to add into my Freshdesk it does not read today's date, but allows for a different date & time to be imputed.  Is this not a current feature or is it just hidden?Thanks!

17
suprabha.somanathan
6 years ago
Contributor
campbellwildContributor

Customise ticket summary informationClosed

We would like to be able to customise the summary information in the ticket list view.  For example, it would be great to get a quick summary of the topic (i.e. the text you get when you hover over the ticket), and it would also be very handy to add the Company as a field.All ticket fields should optionally be able to be added in the summary view.

15
suprabha.somanathan
6 years ago
Apprentice
lucia.dlugosovaApprentice

Customize Ticket view in FreshdeskClosed

I think it would be a good idea to be able to customize the ticket view once the ticket is opened in Freshdesk. Our users are providing all important information via ticket fields and description field is for us only secondary source of information. Therefore It would be really helpful for us to be able to make the Properties tab bigger or to be able to automatically push the information from ticket fields into the Description. None of these are at the moment possible.

3
suprabha.somanathan
6 years ago
Contributor
chrishContributor

Remove unnecessary email responseClosed

I notice some people when they reply, their email programs reply with the previous replies and previous replies and the previous replies.It gets very difficult to read in the ticket. If possible, could you remove everything except their currently reply from their email, and append that to the ticket?

76
suprabha.somanathan
6 years ago
Contributor
tandersonContributor

Attach Multiple Files or Drag & Drop files to a ticketClosed

We would like the ability to upload multiple files to a ticket or to drag and drop the files easily into a ticket.

30
suprabha.somanathan
6 years ago
Apprentice
ajtrichardsApprentice

Highlight ConversationClosed

 Hello.We're working on an integration with Freshdesk. Our app is bringing ticket ID's and conversation ID's in to our platform and our customers are asking us: how can we click a link in the system which opens up Freshdesk and will highlight the agent conversation in question.For example, they may be reviewing ticket #14 and the conversation reply ID is 44107722707.Is there something I can put in the URL to highlight that conversation? Something like:https://myhelpdesk.freshdesk.com/a/tickets/14#conversation-44107722707or https://evaluagenthelp.freshdesk.com/a/tickets/14#44107722707

1
suprabha.somanathan
6 years ago
Contributor
len.smithContributor

Allow Admins to Control Placement of Private NotesClosed

At the moment, any notes we add to a Ticket are retained in the timeline of the ticket.  The problem with this is that we often use Private Notes to let anyone opening the ticket to know what is going on.  If these get pulled into the Ticket's timeline, they can be easily overlooked by someone who needs to step in on the ticket.I am requesting that FreshWorks provide an administrator-defined setting that will allow the administrator to decide if Private Notes are displayed always at the Top or in the Timeline.  See the sample storyboard below.

2
suprabha.somanathan
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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