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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
frederic.cozicApprentice

Adding phone number for a new contact created from an emailClosed

On our website, we have a contact form requesting a customer to give us his phone number with his message. This contact form send an email in Freshdesk -> creating automatically a new ticket -> creating automatically a new contact in Freshdesk database with the email of the customer.Is it possible to automatically add the phone number in the Freshdesk database ?Exemple, when a new ticket is created, we receive : Name : FrédéricEmail : frederic@cozic.frPhone : 06xxxxxxxxMessage : blablablablThe new Freshdesk contact contains only the email frederic@cozic.fr without a name our a number.I would like the new Freshdesk contact contains email + Name + Phone Number.It's an important feature for us, because we also use Freshcaller and that's a way to regroup email contact and phone contact.Thanks for the help

1
suprabha.somanathan
6 years ago
Apprentice
shaun.mcdonaldApprentice

Support more than 20 Slack channels, including group - slack channel linkClosed

I'd find it useful to support sending message to more than 20 slack channels, as we're going to be having around 50-150 groups and slack channels.To make it simpler to setup slack notifications via slack instead of email, I'd be keen to be able to set each group to have an optional slack channel. Then I can setup integrations, if there's a new reply or ticket assigned to the group send a message to the slack channel for the group, without having to setup a separate automation for every group.

1
6 years ago
Apprentice
bobApprentice

Envato Integration APIClosed

I love Fresh desk because of all its great features. I have created an account and decided to use its premium version to give support our wordpress themes in Themeforest.netafter setting up, I tried to create an external authentication which hosted in our server. but it didnt work well. we did this to authenticate only users that have purchased our theme and the method was via envato purchase code API.Since we couldnt succeed to make it working well, we decided to choose ticksy.com which is very simple but integrated with envato.after few days of using we found it has alot of important bugs and issues. so we dont see any other choice to just request you if you could give such feature for envato authors to connect to envato API so we can return back to freshdesk. currently there are alot of envato elite authors like us are looking for a better solution and some of them are using ticksy which is cheap but really sucks (I mean ticksy is not comparable with freshdesk, its just an small forum). if you give this feature you I bet, you will get alot of customers from envato marketplaces. I can even advertise you in our items for free if you do this favor for us. there are hot competition in envato marketplaces among elite authors and if they see someone is using a better solution (I mean freshdesk) they will upgrade without any objection.I know you will ask me to use external authentication, but even it works correctly I cant host it in a shared host which all the user data is there. I mean maintaining this is difficult and we as author do not have time to handle these kind of works.Thanks for your consideration. Hope I will hear good news from you.

11
6 years ago
Apprentice
saca.analyticsApprentice

Missing Tickets submitted from Feedback widgetClosed

We've submitted several times from the Feedback widget we've embedded in our website, and receive the 'Thank you for your feeback' message. But these submissions never come through to our Freshdesk dashboard, or our email.The website is herehttps://www.saca.org/

1
6 years ago
Contributor
melodyContributor

Knowledgebase MetricsClosed

It would be excellent if we could see how much traffic different articles in our knowledge base were getting over a specific time period. This would help us determine: if our help widget was increasing traffic to the support portal, as well as where we may need to improve our articles. Another idea to provide even more granular data-  it would be great to be able to see where the the user came from. We place the widget on many different pages/URLs, or send links to articles to our customers, so even a URL or "email" would help. There is another CRM we use that has the ability to "track" links and documents sent so that you can tell if the customer has opened, read, clicked, etc. what was sent. This feature works very well for us, and ensures we don't spend time explaining things before the customer has done their homework. 

1
6 years ago
Apprentice
mariabarraza903bApprentice

Need loginClosed

Need login and my password or my email is incorrect and I don’t know what do

1
6 years ago
Apprentice
amirApprentice

Canned Response FormattingClosed

Hi,When creating/editing a "Canned Response" there is no option to select the font.This means that with the new layout (and text font) we can end up replying with different fonts to customers.The only solution is to manually clear the formatting each time we use a response.It would be great if you change the default of the canned response font to match the messages or add the option to format the font when creating one.

5
6 years ago
Apprentice
waynemaskApprentice

A "Do Not Reopen Ticket" featureClosed

I'd like to be able to stop specific tickets from being reopened once they're resolved. For example, there's an active email in my domain that the service desk email is CC'd on, and every time someone replies to that email the ticket reopens. I'd like the ability to choose whether or not each individual ticket will be reopened by a response. 

1
6 years ago
Apprentice
jhewittApprentice

Freshdesk-initiated SSO login and returning to original pageClosed

If the user browses directly to an article on my portal that requires login, but they are not logged in, they get redirected to my login URL. As far as I can tell, there is no way for me to see which article they wanted to read, which means they are sent back to the portal home page, which is not as good as returning directly to the URL they wanted to view. Is there anything I can do about this? If not, I'd like to request that feature be added. I know the Simple SSO has a redirect_to parameter, but this doesn't help if I don't know where to send them (which URL they were trying to view.) As far as I can tell neither Simple SSO nor SAML have access to that, and I don't know a way to redirect after SAML even if I did know. Also, it seems to work as I would like (redirect to Freshdesk login page, then back to article) if SSO is not enabled, so it seems to be related to SSO not just login in general.

4
6 years ago
Apprentice
marthurApprentice

Agent Can Change Their ProfileClosed

Agents are able to change their own attributes.  While support maintains that this is best practice, they are unable to specifically point to a single use case where it would be beneficial for an agent to have the ability to change their name, phone, signature, etc.An agent could theoretically change their name to mine (the admin/their manager) and send emails out to both internal/external partners.  Further, by being able to change their signature, I lose the ability to maintain brand consistency.  Competitors have safeguards in place to prevent this from occurring.  Admins, and admins ONLY, should have the ability to edit agent profile information.  I own their account no matter which Fresh product they are using.

1
6 years ago
Contributor
len.smithContributor

Support a View or Read-Only for TIckets as a Agent Role PermissionClosed

FreshDesk Support informed me that there isn't any way in the current version of FreshDesk to create an Agent Role with View or Read Only permissions to a Ticket.  I ran into this when looking to create a "QA" agent role, where someone on the QA team can view Ticket information but cannot change the Ticket's contents or Properties.  Please include support in FreshDesk that allows the creation of a custom Agent role that can limit an Agent to read-only access to tickets. 

2
6 years ago
Apprentice
info_19533Apprentice

SSO Automatic loginClosed

Hi guys,doest it SSO work as automatic login or you have to fill username and passowrd too ?Is there any way how to automaticly read credential from logged profile?Thx and bestMartin 

1
6 years ago
Contributor
johannes.riebleContributor

Extended Facebook IntegrationClosed

Facebook comments and messages can currently be converted into Freshdesk tickets and thus answered via Freshdesk. However, we can not implement Facebook into Freshdesk until all of Facebooks other features to handle comments can be handled directly in Freshdesk: Like Reply Hide Comment Embed Comment

5
6 years ago
Apprentice
jeff_19800Apprentice

DISABLE normal login when SSO is active?Closed

I have configured SAML SSO with G Suite as my idP . This works fine.BUT users can still navigate to /login/normal, and login with a uname/pwd. if they have no password, they can hit 'Forgot Password' and are sent a reset link where they can set a password.The purpose of SSO is to centrally manage accounts and authentication.There is no point if users can simple go AROUND the idP and generate their own login credentials.Is it possible to DISABLE normal login when SSO is active?

2
6 years ago
Apprentice
info_15036Apprentice

Distinguish between Firstname and Lastname; new placeholder ShortnameClosed

Distinguish between Firstname and Lastname In the system we now enter 1 Full name But over here we sometimes use only the Firstname, sometimes the last name: It can also differ per product ......  The system should have 2 fields, or at least a second field called "Shortname" so we can use this as a placeholder too https://snag.gy/IbK82M.jpg

3
hemanth.ramya
6 years ago
Contributor
kubackovaContributor

Turn off e-mail notifications for discussionClosed

Hi,when someone mentions my name in a ticket discussion, I get an e-mail notification. Is there any way to turn this off?I tried to do this by going to Admin -> E-mail notifications but discussion notifications are not on the list there.Thanks for answering,Kristýna Kubáčková

4
6 years ago
Apprentice
michael.collinsApprentice

Forwarded email from FD user creates ticket with text not meant for requester to seeClosed

When a FD user who is also an agent fwds an email, a ticket is created on behalf of the original sender (assuming this option is turned on).  The issue is that if the FD user adds some commentary to their forward, this is included as a part of the ticket and would be included in the Agent' reply and visible in the ticket to the requester.  This commentary could include notes meant ONLY for internal eyes so this presents a huge problem.  It would be ideal if this text could be put in a private note instead.  Anyone have any solutions to this?

1
6 years ago
Contributor
len.smithContributor

Add New "assign_time" variablesClosed

Hi,Please consider adding the following variables for emails {{ticket.group.assign_time_hours}} - Elapsed Business Hours {{ticket.group.assign_time_days}} - Elapsed Business Days

1
hemanth.ramya
6 years ago
Apprentice
daniel.willenApprentice

Forward email to a ticket (Still doesn't work)Closed

The general idea seems that you can use [#TICKETID] in your subject line to append said email to an existing ticket.This works, HOWEVER, if you forward a longer email the actual email content does not get added in the ticket,  only whatever you type before you forward the email (at the very top of the email chain).Any way to easily forward an email to a ticket? 

1
6 years ago
Apprentice
ruben.tuitelApprentice

Automatically link group based on 'from' e-mail addressClosed

Automatically select a group based on the 'from' e-mail address when creating a 'new e-mail'. When creating a new e-mail, the first thing you have to select is the 'from' address. Later on you have to select the group. In our case, one e-mail address is linked to only one group. It would save a lot of time if the right group is automatically selected based on the e-mail address. 

1
6 years ago
Contributor
len.smithContributor

Add a separator between the reply and the original email when responding via a ticket.Closed

Automatically add a some sort of visual separator between the reply and the prior ticket response much in the same manner as does Outlook. I know that we can paste in a line in our signature as a workaround, but I think that this should be a default behavior.Please see the example below.

1
6 years ago
Contributor
patricktContributor

multiple email signatureClosed

Today the signature is for each agent. I suggest to have multiple signature for each email sender. very usefull for agents who have to send emails using diffefent senders.

18
6 years ago
Contributor
jimmyContributor

SpamClosed

Hello,There are an awful lot spammed with Fresh Desk. You have to get a better filter for this.

31
hemanth.ramya
6 years ago
Contributor
cleeContributor

Text message notification on new ticket openingClosed

It would be great to add text messaging capability to the email notifications for agents. I would like to receive a text message when a customer opens a new ticket.

11
6 years ago
Apprentice
chris_17648Apprentice

bigger reply box / NEW EMAIL boxClosed

see https://support.freshdesk.com/support/tickets/3467231please have an expandable reply box & NEW EMAIL box

1
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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