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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
s.sosidaApprentice

payment problemClosed

help urgently, we can’t work, there is money on the card.

5
6 years ago
Apprentice
brian.starksApprentice

Remove "New Ticket" button for non-AgentsClosed

How do I do it?  We want to drive our users to the Service Catalog where we can funnel them into the correct place and ask the right questions up front.For reference, it's this button:

1
Apprentice
6 years ago
Contributor
kjungContributor

Export Canned ResponsesClosed

Please add a way to export canned responses for easier modifications on a large scale.

17
6 years ago
Contributor
jev.bjorsellContributor

When replying to a private note email notification, response goes to the client via a public note (Warning: halitosis)Closed

Scenario;#1 Client emails support, a freshdesk ticket gets created.#2 AgentBob takes new ticket#3 AgentBon adds private note stating that client suffers from chronic halitosis and adds AgentSmith to the notification. #4 AgentSmith gets an email notification informing him that client has chronic halitosis.#5 AgentSmith does not varnish his opinion, and replies to email stating that client has poor personal hygiene habits.#6 FreshDesk cheerfully adds a public note to the ticket and sends a notification that a new note has been added to her ticket.#7 Client is reminded of her chronic halitosis, and becomes offended by AgentSmiths opinion of her personal hygiene. #8 Client spends fours hours brushing teeth, then cancels service with AgentBob. AgentSmith takes his unvarnished opinion to the job center.Is there a way to make sure replies to 'Private Notes' stay Private?Is there a way to disable 'Public Notes' entirely?

44
6 years ago
Contributor
donnyContributor

Getting SPAM from FreshDesk (has my FreshDesk instance been exploited?)Closed

Anybody else seeing some of their Freshdesk contacts receiving SPAM now for things like bogus Amazon AWS invoices, etc? -- coming from the legit FreshDesk sendgrid registered servers?Happened to me - and can only assume all of my system contacts.  My personal gmail is loaded as a test contact, received 2 emails tonight, subjects below:Subject: Amazon.com: Payment Receipt Subject: Amazon Web Services Billing Statement Available 

1
hemanth.ramya
6 years ago
Apprentice
syloveyouzfApprentice

The problem with the spam filterClosed

I register freshdesk. I try to work with him. But at the first notification by mail (through the feedback channel), activation and invitation letters fly to spam in gmail services. How to fix it ?

1
hemanth.ramya
6 years ago
Apprentice
kavit.patelApprentice

Agent Reply automatically created new ticket.Closed

 Hi,As a agent while we are replying to the existing ticket from freshdesk portal it will create automatically new ticket with new ticket # attached the screenshot.

1
6 years ago
Apprentice
ana.sequeiraApprentice

Integration with IntercomClosed

Hi guys,  I would like to know if freshdesk integrates with intercom, or if it's scheduled this feature to a near future? Ana 

9
6 years ago
Apprentice
jiayingApprentice

Time Tracking and Automated Notifications to Internal AgentClosed

Some tickets that require additional support will be assigned to an internal agent and for instance the target completion for the task is 14 days. 1) We will need a feature to monitor the time the internal agent spent working on the ticket and export the data in a monthly report for performance tracking. 2) A feature that allows an automated notification to be sent after 7 days since assignment to the internal agent and the supervisor, similar to the supervisor rule that works for primary agents.

1
6 years ago
Apprentice
vito_20141Apprentice

Add Tag Trigger Automation or WebhookClosed

Can adding (or removing) a tag trigger an automation or Webhook?  We're trying to get our tags in Freshdesk to sync with those in Hubspot.  Ideally this would be a customer tag, and not the tags within the tickets.  But ticket tag would likely work.If we change our tag in Freshdesk, we'd like it to then change in Hubspot via Webhook or even via the API.  Any help would be appreciated.

1
6 years ago
Apprentice
pzentnerApprentice

use modern authentication for Office 365Closed

Due to the requirements from Microsoft for CSPs to enable Multi Factor Authentication together with Security Defaults, it is no longer possible to use IMAP/SMTP for email communication. You would have to use a paid AD plan to get the ability to use app passwords again.I would like to see that we can connect to Office 365 using modern authentication. Basically, you would have to create an app in the Azure AD that then allows authentication via Graph to either read or send emails.

1
6 years ago
Apprentice
john.stevensApprentice

Integration with HarvestClosed

We are using Harvest to track our hours. It would be great that Freshdesk will be available on Harvest. I will ask Harvest to do the same with Freshdesk by the way :)

5
6 years ago
Apprentice
jake.mckeanApprentice

Watchman MonitoringClosed

It would be awesome if FreshDesk could integrate directly with Watchman Monitoring.About 40% of my incoming tickets come from Watchman and managing that manually is turning into a pain in the ass.My understanding is that they have tried to work with your API but that just isn't working. Would it be possible to work with them on this?

7
6 years ago
Apprentice
sayfullahyusufzaiApprentice

integrating Clickbank to FreshdeskClosed

I am looking for a way to integrate Clickbank to the freshdesk.

1
6 years ago
Contributor
steve.gossettContributor

TeamViewer V2 pluginClosed

Theres nowhere to leave feedback for Freshdesk users so Ill add it. At first it seemed ok but then it constantly asks the agent to re-authorize and the link provided to the customer in their ticket sometimes shows to download the full and quick support version and sometimes just the quick support version. I found it so annoying I finally turned it off and had my agents go back to just sending the login info by email or giving it over the phone. When a plugin adds more work its hardly useful....

1
6 years ago
Apprentice
remco_18908Apprentice

Integration of Ringdesk Plug-inClosed

We are looking for a developper who is willing to create a Freshdesk plug-in for us based on Ringdesk.Ringdesk provides a Call-controll plugin that allows to controll various PBX solutions like Swyx, Broadsoft, 3CX, Teams...If you have experience with building a Freshdesk Plug-in, feel free to contact me!

4
6 years ago
Apprentice
adam_11095Apprentice

Deeper Zapier IntegrationClosed

It would be great to see more integration between Zapier and FreshDesk. For example adding the ability to set more ticket attributes (priority, status, agent). Also the ability to notify an agent when a note is created via Zapier would be great to see!

8
6 years ago
Apprentice
aftershock911Apprentice

visibility dependent on fieldsClosed

First I love freshdesk But it just doesnt do all that I need it too, I need to be able to have different fields appear dependent on other fields. Example Drop Box 1 with the items New Email, Reset password, and DeleteWhen New email is selected I need a text box that asks for the new account holders name.When Password is selected I need a text box that asks for the user name.When Delete Email is selected I need boxes that ask for Account holders name, User Name, date for deletion and a drop box for terminated and resigned. I do not need all these fields all the time. Honestly our users are not very techsavy the easier I can make it on them the more likely they will use the helpdesk. There are many other ways this would be helpful. The dependent tree that is implemented currently just doesn't cover 

6
6 years ago
Apprentice
douglas.cardonaApprentice

Jira Plus APP can't choose AssigneeClosed

I have to change from the JIRA pluggin because of JIRA update, blocking user/pass authentication, so i have to install JIRA Plus app for the integration between both FD and JIRA. I can link tickets and create issues, but i can't choose the assignee, the only option available is Unassigned. I'm using the same JIRA admin account, and freshdesk administrator account, i used for the other plugin and didn't have this issue. 

3
6 years ago
Contributor
mitchContributor

making API calls to freshdesk within a an APPClosed

is it possible to call a fresh desk API (for example to do a PUT updating a ticket property) from within an App?I am trying to build an app for our internal use that will allow us to set a field on a customer from within an app.The problem is managing security, without putting the actual password or secure token within the app javascript code.

1
6 years ago
Apprentice
vanessa_12271Apprentice

Jira plus - Comments and status from Jira not syncing to FreshdeskClosed

I updated to Jira Plus with the new API for Jira Cloud.  The Jira account being used is an admin account.I can in tickets in Jira from Freshdesk just fine.I have the settings set up so a comment in Freshdesk will show in Jira and a comment or status change in Jira leaves a private note in Freshdesk.Comments from both platforms are not syncing.  1) if a Jira ticket is made after any Freshdesk comments have been added those comments do not get pushed to the jira ticket.2) Comments made in Freshdesk *may* make it over to Jira, but usually don't3) no comments made in Jira show up in Freshdesk4) when the status is updated in Jira, nothing happens in Freshdesk.Now of this was a problem until I switched to Jira Plus.The old Jira plugin handled comments correctly.Is there a solution for this? I am having to spend a significant amount of time copying and pasting comments back and forth so our Freshdesk agents can see what the Jira devs said and vice versa.

4
6 years ago
Contributor
gcattaniContributor

Add option to bulk reply to customers from Linked Tickets (Tracker ticket)Closed

Hi, We use the Linked Tickets function to track the same issue being reported by multiple customers. Once we have a solution to the issue being reported, I'd like to be able to perform a bulk action reply to customers linked to the tracker ticket. Currently I can only use the Broadcast function to inform the agents assigned to each ticket what they should tell the customers. It would be more efficient if one agent could go in, and select multiple tickets to reply to in one go. (I'd like to be able to select which tickets, as we perform support in 5 languages, so would need a localised response for each) I know that bulk action replies are possible from the main ticket view, but that involves having to go and find each ticket. Given I have them all linked in the Tracker ticket already, it will be much easier to do it from there.

8
6 years ago
Apprentice
gemma.downApprentice

Ability to store responses as drafts that other agents can seeClosed

We often collaborate on tickets, and it would be good to be able to draft a response to a ticket which we can then ask other agents to check over before sending.

1
6 years ago
Apprentice
dbrown_20152Apprentice

Customer or Account fieldClosed

User story: need a exportable / reportable Customer field on the Project > General Settings so we can reconcile billing easily and know whcih projects belong to which customers (similar to having a Customer field in Freshdesk or Freshsales).

0
Apprentice
6 years ago
Apprentice
gemma.downApprentice

Adding 'next action' in the table viewClosed

It would be great to have a feature whereby you could have a 'friendly' ticket title only visible to agents where we could write a quick summary of where the ticket is at. It means that we could quickly look down on the table view and see where we are with each one, without looking into the ticket itself.

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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