Skip to main content

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

Filter by idea status

Filter by product

8947 Ideas

Back to top of the list
Contributor
jon.mcnamaraContributor

Forward Email to Freshdesk and set Requester using Email CommandsClosed

I have disabled the automatic processing of forwarded emails changing the requester as the results were inconsistent. If the user was internal (within our Exchange domain) and they had forwarded an email from an external party, the external party became the requester when the email was then forwarded to Freshdesk by the agent. You can imagine the potential embarrassing outcome should the user forwarding the original email be including some sensitive information about that 3rd party!Now I still have lots of internal users emailing our agents directly and have an adapted Macro from this site that works well but I need the requester to be set automatically.Since I have disabled the "use original sender as requester" option due to the inconsistent results, I need this to be added to the Email Commands feature in Freshdesk so that I can specify the requester within the Macro.Something along the lines of @Simonsays "Requester":"user@company.com" @Simonsays would work really well and give us the automation I'm looking for when forwarding emails from within Outlook.My adapted code is attached which includes the fix for showing the internal users Exchange email address. It also includes where the above Email Command would show in the forwarded email which is set to display before sending but can be set to automatically send once working properly.

6
6 years ago
Contributor
tineke.corinContributor

Email commands for ticket creationClosed

Is there any plan to make email commands work for raising new tickets?We send a lot of automated emails, some of which we'd like to send to our support email address in order to open a new ticket.  It would be great if we could just add commands to those emails, rather than needing to set up dispatch'r rules for each different alert.

6
hemanth.ramya
6 years ago
Apprentice
anuratransfersdevApprentice

Integrate read receipts in custom templateClosed

Hello,We use Freshdesk api  /api/v2/tickets/ticketId/replyTo create reply to tickets using the above API. We send an HTML content to freshdesk which includes the following as the first line the body tag.<img src="https://fd-api.myreadreceipts.com/pixel?org=sn-anuratransfers-stagingtid=2803&ts=2019-11-07%2007:03:22%20UTC&aid=42000311926" class="fr-fic fr-dii inline-image" style="">The FD receipt app works fine if I send an email from Freshdesk directly using Canned Templates.But does not work when we send an email from our API. Even our after opening the email the tag unread is not removed

1
6 years ago
Apprentice
ernest.charlotApprentice

export ticket by customerClosed

Hello  I am getting closer to you because I have been looking for 1 month how I could have a ticket export made by a client.  Example, I would like to know how many tickets Jean, Paul, Arthur made, etc.  In fact I would like the same thing as the export of the agents but for the customers.  Thank you in advance,

3
suprabha.somanathan
6 years ago
Apprentice
ben_20353Apprentice

Microsoft Teams New TicketClosed

Hi,I can see you have a bot on Microsoft teams that allows users to get notified of tickets assigned to them.Just wondering if there is going to be an option where users can open a ticket within the bot in teams?

1
6 years ago
Apprentice
thomas.jaegerApprentice

Create one ticket per group if when forwarding an e-mailClosed

Right now, when I create a new e-mail and forward it to group1@freshdeskand group2@freshdeskit creates two tickets.When I forward an e-mail to group1@freshdeskand group2@freshdesk it will create one ticket and append the ticket again to the second one.I would like to see settings that allow us to define if we want one or the other behaviour.The reason we do that is that when the e-mail gets forwarded to two groups, we want both groups to resolve their issues separately and not jointly work on it.

1
6 years ago
Apprentice
tgarciaApprentice

Native NetSuite IntegrationClosed

I know there are existing general requests for expanded integration, but I would like to formally request native integration with NetSuite, the CRM software my company uses.I was really impressed with how easy it was to get JIRA and Freshdesk talking to each other, and we'd be sold for life if we could get similar syncing capabilities with NetSuite.Thanks for building great stuff, I'm impressed!

17
6 years ago
Apprentice
markhorrocksApprentice

How to create multiple support emails using our outgoing smtp?Closed

I'm trying to create this scenario:Our customer sends a support request to *@mydomain.com. Our mail server forwards it to a fresh desk email address where it creates a ticket in an assigned group.Our support agent replies and the reply email is sent to our smtp server which sends it to our customer.I can't figure out how to obtain a forwarding email because as soon as I select "other" email server the option for a freshdesk support email disappears. I have read the documents but they seem not to help at all.

2
6 years ago
Apprentice
dave_10110Apprentice

Cannot change label for "Full name" fieldClosed

I don't want customers to enter their "Full name" on the account creation page - but when I try to edit the label for "Full name" it is disabled.I'm at a loss. I can't delete the field, I can't edit it. Am I FORCED to ask users for their FULL name? AND, even though "Display to customer" is NOT checked, it's displayed to customers, rather than the "First name" field I have (which IS required.)

1
6 years ago
Contributor
igreenhalghContributor

Sort Tickets in PortalClosed

Would it be possible to add a simple sort feature to the ticket list in the portal? Something that matches our agent view sort options?

1
6 years ago
Contributor
chris.phillipsContributor

Configurable Customer ViewsClosed

I have a customer who's account is set to "view all tickets for this customer" but they are asking about the view and if it can be set to show only their own unless they select show all?This is the tickets view for the customers, not the agents.If implemented, I'd suggest the views should be configurable by different scopes; i.e. portal wide, groups of companies, a company, groups of users, a single user.It could be achieved if we have the filter option(like the filters under the tickets tab for agents) in the customer portal as well.

1
6 years ago
Contributor
jhoelzContributor

Force Unique Agent Email Based On Acting AgentClosed

The problem is basic. The unique identifier for the individual requesting support is their email address. As we work with many of our clients or customers to adopt FreshDesk as a customer service solution we are loosing the ability to track the individuals that are generating the requests. They are having the same problem with interacting with us.support@companyname.com could come from anyone and tickets are not flowing properly.To get around this we have started using agentname.support@companyname.com for our agents and force the system to reply with the assigned agents information. This works fine for tickets that go through the entire process with the same agent but it causes a problem when another agent steps in to help or get engaged in the case.The system should have a setting option to force the information to be (Agent Name) agentname.support@company.com. This is really important when working directly with other companies that employ FreshDesk because we are loosing the ability to tie a ticket to a person. If a users email address is the unique identifier it needs to be unique in both incoming or outgoing communications.

1
6 years ago
Apprentice
jtroutApprentice

Slack integration note notificationClosed

I see where you can push a notification to Slack via Observer when a note is added. This is awesome but if I add a note to a ticket that I am assigned, I do not need to receive the Slack push. Is there an way to resolve this?

2
6 years ago
Apprentice
marketing_19635Apprentice

Black Pearl Mail signatures and Freshdesk integrationClosed

Has anyone had success integrating Black Pearl email signatures (blackpearlmail.com) into Freshdesk agent signatures?The premise of Black Pearl is the ability to make all team member signatures consistent, while also giving the ability to market to customers via a banner in the signature. It works great when emails are sent via Gmail; however, for emails being sent from Freshdesk - the signatures don't show up.

1
6 years ago
Apprentice
dfingerApprentice

Solution for ScenarioClosed

I am looking into using FreshDesk as a company wide Task Management solution (as well as our support solution). Working with our first department I am trying to automate a scenario like this:- Ticket comes into <AGENT GROUP>- <AGENT> determines if the ticket is "Valid"   (This is where I am stuck, either by adding a Tag, or something to the ticket to mark it as "Valid")- IF ticket = Valid THEN > Create <ChildTicket1> & <ChildTicket2>- Assign Child tickets to <AGENT>

1
6 years ago
Apprentice
gabriel.moraesApprentice

Jira Sprint and EpicClosed

Is there any updates on the integration with Jira in the matter of Sprint and Epic? I mean, in this topic (308465) there's a comment referring to this but only assignee field was added since then. It would be really helpful to add the sprint and epic directly from Freshdesk ticket. Or someone got another way to do that?Thanks.

1
6 years ago
Contributor
antoine.grabowskiContributor

Reactions to internal notes OR/AND Team HuddlesClosed

Hello!It would be interesting to add feature in order to react to internal notes.Such as applause, thumbs-up, heart...Same feature as JIRA software or Slack software.Only for internal notes.OR Team HuddlesIt would be available for All FreshDesk plans.Best,

1
6 years ago
Apprentice
info_14138Apprentice

Integration with MoodleClosed

If we could integrate with the Australian based Online Learning Platform (Moodle) we could offer the feedback widget within the platform and have students easily able to submit a ticket if they have a question.

9
6 years ago
Apprentice
alec_19836Apprentice

FreshDesk Hangouts integrationClosed

We have installed the Hangouts integration app, but none of the features as outline HERE do not appear to be working. (no button to initiate a hangouts call on tickets)Wondering if we missed anything. Thanks. 

1
6 years ago
Apprentice
jwatermanApprentice

Zulip WebhookClosed

We have Freshdesk sending updates to Zulip using a webhook.  In their instructions, you include the following: {"freshdesk_webhook": { "triggered_event":"{{triggered_event}}", "ticket_id":"{{ticket.id}}", "ticket_url":"{{ticket.url}}", "ticket_type":"{{ticket.ticket_type}}", "ticket_subject":"{{ticket.subject}}", "ticket_description":"{{ticket.description}}", "ticket_status":"{{ticket.status}}", "ticket_priority":"{{ticket.priority}}", "requester_name":"{{ticket.requester.name}}", "requester_email":"{{ticket.requester.email}}", } } When we get the messages in Zulip, they are unable to show the correct person who updated the ticket.  The person credited with updating the ticket is always the ticket creator.  We want it to show us who changed the ticket.  Has anyone worked with something like this in their environments?

1
6 years ago
Contributor
florisContributor

Whatsapp integrationClosed

I just came back from the Netherlands, and it's amazing to see most stores already offer whatsapp support and not only that, people are using it like crazy (some stores do 10 to 20% of their support over whatsapp now, in 1-2 months time). I hear it's already very big in latin America and Asia as well. Here in Germany, I also see it's coming up.  Therefore I think it would be great to get this into native Freshdesk asap. Thanks!

23
6 years ago
Apprentice
jesper.hasselquistApprentice

Remove border around CTI iframeClosed

I am developing a CTI app and there is a white 20px wide padding around it. It is sitting on the div with class "cti-widget-container". Is there a way to get rid of this?

1
6 years ago
Apprentice
andrea.lopezApprentice

Client is not defined in a Request APIClosed

Hi. Im building an app to bring information from an crm but I got this error: app.js:484 Uncaught ReferenceError: client is not definedThis is my code in app.js:  $(document).ready( function() { app.initialized() .then(function(_client) { var client = _client; client.events.on('app.activated', function() { client.data.get('contact') .then(function(data) { $('#apptext').text("Ticket created by " + data.contact.name); }) .catch(function(e) { console.log('Exception - ', e); }); client.events.on("ticket.customFieldChanged", eventCallback); }); }); }); var eventCallback = function(event) { var customField = event.data; // { cf_single_line: { new: "1234", old: undefined } } var test = customField.cf_numero_fp.new; var headers = {"Authorization": "eyJhbGciOiJIUzI1NiJ9.eyJzdWIiOiJhYjQwMzIwM2MzNDE0MjYyOWVmNjcyMTUwZGQ4OGUxNCIsInJvbGUiOiJCUUFBQVFBQUFBQUFBQUFBQUFBQUFBQUFBQUE9IiwibmFtZSI6IkZyZXNoZGVzayBBUEkiLCJleHAiOjE1NzI4ODYxNjB9.xrYMTEoVfPSceb1HG6znsrgL5P617xiseyfy6fQoKB8"}; var options = { headers: headers }; var url = "https://ngapi.freedompop.mx/api/freshdesk/phone/" + test; client.request.get(url, options) .then ( function(data) { console.log('Esto funciona'); //client.interface.trigger("setValue", { id: "cf_number", value:data.cf_serie_sim_iccid}) //client.interface.trigger("setValue", { id: "cf_number", value:data.iccid}) }, function(error) { console.log(error); }); } I will be grateful if you can help me. Thanks 

1
6 years ago
Active Contributor
labattActive Contributor

Freshdesk and IntercomClosed

Hi -I just installed your new Intercom/Freshdesk integration. Can you tell me what data it keys on the match between the platforms? I can't seem to get any info from Intercom on any of our tickets. Thanks!

1
6 years ago
Apprentice
athieleApprentice

Office 365 IntegrationClosed

For businesses that have Office 365 plans, it would be nice to use and API to allow users to login to Fresh Desk portals with existing Office 365 accounts. 

19
6 years ago
Show more discussion threads

Filter by product

  • All products
  • Freshservice
  • Freshservice IT Asset Management
  • FireHydrant
  • Freshdesk
  • Freshdesk Omni
  • Freshcaller
  • Freshchat
  • Freshmarketer
  • Freshsuccess
  • Freshteam
  • Freshsales
  • Freshworks Neo

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.

Terms of UseAccessibility statement