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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
marinrosalesmarcoApprentice

Solutions versions reportsClosed

We are requiring obtain a detailed report about the solutions versions in a date range.Like information that show in the version widget for each article, but for all of them.It´s realy usefull for know details about the last changes made over the KB.Thank you.

0
Apprentice
6 years ago
Apprentice
allenApprentice

Schedule and Draft RepliesClosed

Love Freshdesk, but one problem I run into often is the inability to save a draft reply to a ticket. Often I and my team will work at night to clean up tasks that we could not complete that day, but then if we write back to a client in the evening, they know we are working late and will likely reply, thus defeating the purpose of working late to clear out a backlog.A solution would be to add the ability to save a reply as a draft, and/or the ability to schedule a reply. So if you are replying to a client, you could either save the draft to manually send it later (like in the morning during business hours) or to schedule it so it goes out automatically at the assigned time. This would really help make the system more useful for people who want to structure business hours.

37
suprabha.somanathan
6 years ago
Apprentice
joel_12284Apprentice

iOS Notifications for new ticketsClosed

I do a lot of my work on the iOS app as I'm mobile most of the time. It would be really good to get some iOS notifications happening for new tickets that you can have pop up like new email, or SMS messages. We're a small team, so catching new tickets early, whilst being mobile, is essential.This would really help.Thanks and regards

14
6 years ago
Contributor
craig_14155Contributor

Editor Formatting Button LayoutClosed

It's been awhile since the formatting options have been buried under The "A" button at the bottom of the reply screen.And I just can't seem to figure how this is helpful. I use those features a lot, more than the other buttons at the top level. Can they just please be inlined so I don't have to click to select them. Also, the floating popup often hides something I need to be seeing or editing so I have to click again to get it to go away or scroll or add blank lines to get the text to be above the popup.It's just super inconvenient to access something that I believe is used frequently by many (assuming you have heat map studies?).Here's what I believe it should look like:And don't miss that added feature at the end. Code Formatting, please!!!!ThanksCraig

6
hemanth.ramya
6 years ago
Apprentice
gary.baglinApprentice

Can't search solutions with only 2 CharactersClosed

We have an app that has a 2 letter name and I need to be able to have users search for just that app name. For example, if you search for AR you get no results but if you search for AR error you get solutions with AR and error in the solution. I have tagged them with AR and it still does not work. Any Ideas on how to get this to work?

0
Apprentice
6 years ago
Apprentice
dyakubikApprentice

Addition to "Ability to unarchive tickets and make archiving optional"Closed

Freshdesk replied to my thread and closed it, so I can't add to it, but it's this one:https://support.freshdesk.com/support/discussions/topics/50000000860I need to comment further because the admin's response has nothing to do with the original request. A lot of our old tickets were created when we had poor control over contact and company account creation. We're now in the process of trying to clean that stuff up so we can do accurate reporting on historical performance, but because of archiving, we're unable to remove incorrect contact and company values from tickets and replace them with accurate values.The solution given doesn't help at all.

2
suprabha.somanathan
6 years ago
Contributor
jreesorContributor

Enable Summary App in AutomationsClosed

The Summary app is awesome albeit function light. I would love the ability to add template notes to the Summary. Today we use Private notes for our Escalations to our Tier 2 Support. We use a Scenario Automation to pre-fill a template of questions the agent fills out for the Tier 2 team. The problem is Private notes get lost in the thread we would love to leverage the Summary App but it doesn't allow us to add a Summary via any automations, my ideal would be to have this as an option in the Ticket Update automations and would act similar to the Add note except it would be add to the Summary, aka Edit Summary and add a block of formatted text below any content that is there in the case of the summary already existing.If anyone has other workflows to add Escalation notes when sending to a specialized team I would love to hear how you are doing it. 

1
suprabha.somanathan
6 years ago
Apprentice
elizabeth.schipperApprentice

Automation to send reminder email to customer if CSAT is not takenClosed

We would like to send a reminder email to a customer if their CSAT is not taken within 7 days of the original CSAT notification going out. 

1
6 years ago
Apprentice
bfraserApprentice

How to recover default automation triggerClosed

Hi, I'm new to automations and I accidently deleted the default automation trigger under "Rules that run on: Ticket Creation". Is there a way to recover it? If not, can someone tell me what the default was and I can re-add it manually.Thanks!

1
6 years ago
Apprentice
sapb1Apprentice

Tickets automatically gets created 2 times.Closed

As this freshdesk is synced with our outlook but we are getting only 1 time the mail but it is creating 2 freshdesk tickets . first one is at the time of mail and 2nd one is after some hours. can ayone has any solutions.

1
hemanth.ramya
6 years ago
Contributor
kevin_13599Contributor

Chat Hourly ReportingClosed

As far as I can tell there is not currently a way to see how many chats are coming in per hour, unless every chat is first converted to a ticket.  Unfortunately, they are not all turned into tickets.  I would like to request a separate chat report that allows an hour by hour breakdown by customer service agent.

4
6 years ago
Apprentice
doris.brown-harrisonApprentice

Need more informative error message when forwarding failsClosed

When i try to forward a ticket and it fails, i get this error message:'Oops! Something went wrong and the message was not sent. Please try again.'This error message provides me with no information that i can use to determine why the ticket could not be forwarded, so there is no point in trying again as i can't resolve the issue.Thanks!

1
hemanth.ramya
6 years ago
Apprentice
r.zwartjesApprentice

Option to not mark deleted contacts a spamClosed

I see a similar topic with the stamp 'implemented' but this seems wrong, so a new topic. We would like to regulary clean up the contactlist due to privacy regulations but contacts should not be marked as SPAM automaticly. Is this a possibility?Actually strange that if you delete a contact the emailaddress is still saved on a spamlist or not (See GDPR right to be forgotten).Best Ronald

3
6 years ago
Apprentice
po.chanApprentice

Option to not mark deleted contacts as spam automaticallyClosed

Our business requires the agents to maintain and update a customer list in Freshdesk. We will occasionally delete the contact in the list. As a result, the incoming tickets of those contacts will be marked as spam automatically.  Right now, we need to check the spam mail every hour to make sure we do not miss any ticket from our customers. It is very time-consuming. I request to change this behavior or at least give us the option to not mark deleted contact as spam in the admin setting page. 

19
6 years ago
Apprentice
nathan_20618Apprentice

Monday.com integration problemsClosed

Not syncing:It's creating the new tickets, but doesn't seem to be updating the columns / fields either way. It says it hasn't synced since 21:00 last night (about 12 hrs).How often is it supposed to sync?I can only create an item in Monday based on a new ticket. Is there a way to create a ticket if (e.g.) status changes to something?

0
Apprentice
6 years ago
Apprentice
andre.correiaApprentice

Parent child owner - Service Request BundleClosed

How can I change the owner of the child ticket?The child ticket requester is SYSTEM, but I want that the child ticket has the same owner of the parent ticket.Simply because two separate teams will act on this, one in the parent ticket and another team on the child ticket, and they possibly will interact with the client.Today, with the owner of the child ticket set to be SYSTEM I dont have a conversation with the client.

6
Apprentice
6 years ago
Contributor
victor.prataContributor

Contact Industry option - GovernmentClosed

When adding a new company contact, the "Industry" field has 60 different options, but none of these are "Government". Can this option be added?Also, it would be useful if the drop-down list was ordered alphabetically.

1
6 years ago
Contributor
steve.gossettContributor

Bulk delete contactsClosed

The lack of bulk delete options in Freshdesk is disturbing. We cant bulk delete tickets by search terms and also cannot bulk delete contacts. These are items that stack up rather rapidly into the thousands and is not something sustainable to perform manually. Bulk delete options are default on demand admin functions in most CRMs I have used, it needs to be added to Freshdesk. 

4
6 years ago
Apprentice
kelvin.wardApprentice

Add a "URL" type for custom Ticket FieldsClosed

For custom fields in Contacts and Companies we have the option to specify the field as a URL. I would like to have this same functionality for Ticket custom fields.For some of our more complex tickets we use an external collaboration tool to work through issues. I would like to be able to hyperlink directly to this system for a given ticket.Currently, I have to define the custom field as a single line text field, and then if I want to use the link, I have to 'select all' and then right click and choose go to. It would be far better to just be able to click on the field to go to the page.

7
6 years ago
Contributor
paultContributor

Update status when reply received from ccClosed

Hi,We have an observer rule set up to change the status of tickets from waiting on customer back to in progress when the requester replies or ads a note. This has been working, but we've noticed some tickets falling through. The issue is that we can't seem to find any way to initiate the rule when one of the CC recipients on the ticket replies, or in fact if anyone replies to it outside our organsiation.Is there anyway to achieve this? If not can this functionality be considered for implementation please?

4
6 years ago
Contributor
genesysccContributor

Update TAG with custom fieldClosed

HiI am trying to do the following:I created a custom field which will hold an external ID which will be filled manually.So when a ticket enters there is an agent who will update this and run an Situation task which will inform the customer the external ID.So far so good.Now, when this happens the agent is forced to update the type of the ticket, so I will use this as a trigger a webhook to update the tags with the value of the custom field...this is what is not working.I guess maybe because at the moment of the update, the value of the field is not yet defined?My API webhook URL:PUT https://domain.freshdesk.com/api/v2/tickets/{{ticket.id}}JSON body:{ "tags":[{{ticket.cf_hp_id}}] }Conditions:When an action performed by Agent  When Ticket Type is changed from NONE to ANY When updatedBut I am receiving a warning message from API but no specific error attached or whatsoever for me to take a look at and have a better idea.I ran the API by REST method with some external tool and works fine...of course, here I fill my JSON with valid values manually.Any idea what is wrong?

1
6 years ago
Apprentice
joe_20212Apprentice

Automation wildcards?Closed

Can wildcards be used.. ie: *@customer.com, and take action on it with automations? v/s having it have to be a known contact? Ie: Single Consulting company email helpdesk@consultingcompany.com, multiple customers. Set automation to see *@customer.com and be able to associate to a Company, and do customer specific routing as needed.

1
6 years ago
Apprentice
ziv.bApprentice

Push to Slack stopped workingClosed

 Hi,I've configured an automation to push a Slack notification once a ticket's priority is set to "Urgent" by the user.The trigger stopped working even though I did not change any associated configuration.Any idea how to resolve this? Thanks

1
6 years ago
Apprentice
pradeep.kApprentice

Create attachments through APIClosed

Hi, How do i create a ticket with attachments where file name is in the form of URL (salesforce file). For example: curl -v -u test@company.com:test -H 'Content-type: multipart/form-data' -F "attachments[]=https://companyname.my.salesforce.com/sfc/p/0t0000000wk5/a/0t0000000Cp7/K0CKHoc_6OTY.GLNrdGLMg_XCBcUr8HhRKvxBEAHF.Y" -F "email=example@example.com" -F "subject=Ticket Title" -F "description=this is a sample ticket" -X POST 'https://demo.freshdesk.com/api/v2/tickets'Thanks,

1
6 years ago
Apprentice
lijomathew80Apprentice

Interacting with multiple customer support teams and multiple application vendor support teamsClosed

Hi,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

2
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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