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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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Contributor
ian_14285Contributor

Does the Jira Plus plugin show links to FD tickets?Closed

So I've just realised that my old Jira plugin has stopped working (Atlassian removing support for username-based authentication probably had a bit part in this).I've just gone through a lot of work to get the new Jira Plus plugin working, and my first impression is that I like the new linking mechanism, being able to search directly from within FreshDesk is very helpful.BUT, what I'm really missing from the old plugin is that it previously updated my Jira tickets with links directly to my FD tickets.Where has this, or its equivalent, gone??  I can't see any way to backtrace a Jira ticket to a FD ticket.  The only thing I get is a ticket number buried in the comments, and even then only if an update occurs on the ticket.Please tell me I'm missing something.

6
6 years ago
Apprentice
sachin.patelApprentice

Custom Case Layouts controlled via GroupsClosed

We have multiple business units using FreshDesk and they require different custom fields. It would be great to have the ability to create different layout pages and assign them to specific groups.This functionality is available in a lot of other tools such as Desk.com and Salesforce. I am sure this would be useful for lots of customers using FreshDesk. 

1
6 years ago
Apprentice
shawn_14058Apprentice

Reply to tickets (email) should reply to customer - not post as public note.Closed

If a ticket is opened and a tech is assigned to it and replies to the ticket - the customer receives an email with that message in it (action in Freshdesk is REPLY). After that, the customer starts to just reply to that email to communicate back with the agent. The agent, however, does not have the same feature/grace in replying to the customer's email. If the agent replies to the email received by the customer (which is sent through Freshdesk) the customer, instead, gets an email that a public note was added to their ticket and should log in to see the results.We'd like to have Freshdesk CHANGE the default action of an agent when an email is "REPLIED" to via email back to Freshdesk. Instead of marking the agent's reply as a public ticket - we'd like the default action to be "REPLY". This way the client and the agent can have a quick conversation via email without anyone having to log in to Freshdesk, however, the conversation is 100% being tracked via Freshdesk.If a public "NOTE" is required - we can use email commands to flag it as such.The way the current system works forces agents to use the Freshdesk app on their phones (which is nowhere near as powerful as the web GUI). Responding to tickets in a quick fashion is very important and this will make our team 10x more productive.

2
6 years ago
Apprentice
shane.crounseApprentice

ticket.urlClosed

Hello,Where can I edit the ticket.url parameter?The ticket notifications to my agents are pointing to the old freshdesk login screen and they have to get re-directed before they arrive at the right place. I want to fix this!Thank you

1
6 years ago
Apprentice
daniel.carneiroApprentice

API Key - Gravity FormsClosed

Hi There,Good evening. I have 2 sites that have Gravity Forms forms with integration for Freshdesk.1. The first has been installed, configured and works perfectly well. The user fills out the form and when submitting, a ticket is created on Freshdesk instantly.2. On the second site, in the Freshdesk configuration I put the URL of my helpdesk and the API key, but it is failing with the message "API Token is Not Valid" and also the message "Connection to Freshdesk is NOT Working".I tried with another API Key from a co-worker in my organization because I imagined that it could be limitation of using the API Key for only one access and it gave the same problem. Can anyone help me with this problem? I am very urgent. Thank you so much!

1
6 years ago
Apprentice
nicky.doranApprentice

Creating distribution lists for new tickets or emailsClosed

When creating a new email, and sending to more than onerecipient,  we have to add the email addresses manually each time. Is there a way to create a distribution list or group email for groups of email addresses that we email out to regularly?

3
6 years ago
Apprentice
alex_16111Apprentice

Office 365 Calendar in FreshdeskClosed

Any plans on bringing Office 365 Calendar to Freshdesk?I noticed your team has put out a Google Calendar app for Freshdesk/Freshservice/Freshsales but only have Office 365 Calendar for Freshservice/Freshsales.This would be very helpful for us!

1
6 years ago
Apprentice
support_13686Apprentice

Dates/times not showing enough detail in User PortalClosed

Hello,We have noticed that in tickets/forums that customers do not see any detailed information of dates/times.We have had customers complain that this is not accurate enough as they would like a detailed date and time for reporting purposes.I could not see any configuration sections in the settings for this.Would this be something which could possibly be added for future releases?Thanks.

3
6 years ago
Apprentice
neville.franksApprentice

Placeholder request for Portal URL.Closed

I am unable to find a Placeholder for 'product specific url' ie. The Portal URL, not the {{ticket.portal_url}}. If this exists what is it, if not please add this.Thanks,Neville 

4
6 years ago
Apprentice
chris_10048Apprentice

Forum + Solutions Navigation WidgetsClosed

When navigating any app, you want to make the route-to-completion as quick as possible. So having a widget for the forum heirarchy would help to reduce the steps needed when navigating the forum. Same goes for the solutions heirarchy. Pretty much how Zendesk does it.   Btw, it would be great to be able to change the Solutions label to something more appropriate for our individual setups (like Guides would be more appropriate for us).

5
6 years ago
Apprentice
kurt.kroekerApprentice

Freshdesk Widget for User ForumsClosed

I'd like to propose adding Forum Topics to the Feedback Widget and add more options for what items come back in the search box. For context, here is how my company wants to use FreshDesk as a whole. Our SaaS product has many users throughout the United States and some in Canada. Until we bought FreshDesk, feedback and feature ideas filtered down to our Development team through the CEO, Sales, Project Managers, and Tech Support - we had no direct feedback from end users. Thanks to the very useful Feedback Widget which we have embedded into our software (see screenshot), we have feature requests flowing into FreshDesk as Tickets:However, it is necessary for users to be able to see each others' requests and ideas so they can comment on or upvote them. Unless users can see each others' ideas, I cannot measure customer interest without manual work to pull the ideas out of FreshDesk, and without the ability to submit Forum Topics direct from the Feedback Widget, I have to manually convert Tickets to Topics which I can't even do using the "Convert to Topic" feature if the submitter isn't verified in FreshDesk (at least half of my ideas).In short, I'd like the Feedback Widget to ONLY submit Forum Topics, searching the Forum ONLY for possible duplicate features. Having browsed some of the other comments in other threads re: the Feedback Widget/Tickets to Topics, it looks like my interests would be shared by other FreshDesk users.Please consider beefing up

2
6 years ago
Apprentice
cvolkmanApprentice

Grab the user agent string from the browser on submissionClosed

It would be great if we could grab the agent user string from the browser so we can determine what OS, browser and version our customers are using when they fill out a ticket.

8
6 years ago
Apprentice
elliotsthomasApprentice

SpamClosed

I have a rule that makes it so only certain email domains can get through (our business email domains only). So if a @hotmail.com or @gmail.com emails us, it will automatically get marked as spam and deleted. HOWEVER, it still increments our ticket numbers :/!!!I need a way to have it so whenever a ticket is automatically marked as spam and/or deleted, it will NOT even get a ticket number. This will prevent our counts from being off for audits. If we want to mark a spammed ticket as not-spam, then it can get the next available number.We need this to work for both email replies and portal entries (we use google sign-in, as our company uses Gmail for Business with our own domains).I can set the email account to only forward to FreshDesk if it is our domain, but that does not work for portal entries as anyone with a Google Account could access the portal...Thank you!!! - Elliot

5
6 years ago
Apprentice
dan.taylorApprentice

Google calendar errorClosed

Getting error when trying to add to google calendar, has been working fine until recently. As a result I tried removing and reinstalling the app but get this message "Sign in with google temporarily disabled for this app". Please advise. 

4
6 years ago
Apprentice
michael_20334Apprentice

Help widget feature requestClosed

Hi, I like the idea of the widget, but I have a few items of feedback before it would be ready for us to incorporate in our app. - When users close the help widget (say, in order to see behind it). And then re-open, the ticket they have been writing is gone. It would be great if there was an option to preserve a ticket that somebody is working on - Would it be possible to automatically attach a file. We would like to automatically attach today's log to each ticket

1
6 years ago
Apprentice
ajmeidingerApprentice

Jira Integration CommentsClosed

Hello,We recently just started using the freshdesk to Jira Atlassian Plus integration.  One thing we've noticed is that any comments added to tickets in either freshdesk or Jira sync to the other tool as comments from the Admin User we used to configure the integration and not the actual user that added the comment.  Is there a way to make comments show under the user that created them vs the admin account to setup the integration?  Picture included is an example:Philip actually added the comment but it shows Becky (admin) as the creator; same in Freshdesk.

1
6 years ago
Apprentice
ajmeidingerApprentice

Atlassian Jira Plus Default UserClosed

Hi,We just setup the integration between Freshdesk and Jira so our call center teams can create tickets for our development teams.  We've run into an issue and I cant seem to find how to resolve it.  Anytime a ticket is created out of Freshdesk it comes across with the admin user account we used to setup the integration; we were expecting that the user would come across as the person who created the ticket; subsequently any comments added via Freshdesk also come across to Jira as the default user.  We are using the cloud version of Jira and all the users in freshdesk have been setup with a Jira account but that doesnt seem to resolve the issue.  Anyone run into this or know how to resolve?Image attached:  We used Becky's admin account to setup the integration but Phillip actually created this ticket but everything comes across looking like Becky.  

1
6 years ago
Apprentice
kristian.mannApprentice

Map IP addresses to asset locationsClosed

To be able to assign asset IP ranges to locations would be extremely beneficial.  Otherwise, with the location field being manual, the tracking aspect of the inventory is almost useless.  If a user has a laptop assigned to a particular location, but then moves around office to office, the detail is inaccurate. I have seen this done well in Lansweeper, but would be really good if we could automatically track assets with Freshservice.

3
Apprentice
6 years ago
Apprentice
rworzallaApprentice

Ability To Add CC / BCC on Scenarios / Canned ResponseClosed

It would be very beneficial for us to have a CC / BCC option in the Scenario Actions or To be prefilled out on Canned Responses. Our project tracking (Trello Board) has an email and when we mark a ticket as a project we'd like to cc/bcc that board to automatically create our card to work on and visualize with our projects.

4
6 years ago
Contributor
danielbContributor

Set Subject in Canned ResponseClosed

 It would be helpful to Add or Edit the Subject in a canned response.For example a customer asks for a quote. We would like to change the subject to{{Ticket.Subject}}  Quote # {{Ticket.ID}}Thanks,Daniel

7
6 years ago
Apprentice
brian_12880Apprentice

Integration with QuickBooks Online.Closed

We can do all we need to do with Freskdesk to support our internal users and our clients, and we can track billable time as well, but we can't export that time to QuickBooks Online.  In order to replace our old ticketing system 100% we need to be able to bill per hour and track those hours in Freshdesk.QuickBooks Online is dead or dying.  Long live hosted solutions!  But please make them talk to each other.

4
6 years ago
Apprentice
frogportalApprentice

Email notifications per producctClosed

Hey,It could be really nice to have an option to customize the email notification per product:customize the text itself and the "Agents to notify" feature per product.For example: have a different "New Ticket Created" template per Product A and for product B.If a ticket is being raised for product A, the team of product B won't receive an email about this ticket.Today it is not possible, since all emails of "new tickets" are being sent to a specific notification address, no matter what product it is.Also, the same template is used for both products, and although we can use the placeholders for minor changes, its not enough..Thanks

6
6 years ago
Contributor
tiele.declercqContributor

Use Active Directory groupsClosed

Our contacts (synchronized with Active Directory Users) reside in over 30 companies and each company has it's own vision on job title. These are far from standardized. As a result, the current Group filters cannot be used.We are in need of filtering by Active Directory Groups. All our Users are classified in multiple groups and it would help a lot if we could limit service requests based on these Active Directory groups.

3
6 years ago
Contributor
len.smithContributor

Allow an Agent to Make an Existing Ticket a TrackerClosed

When issues are raised through FreshDesk and these are all related to the same issue, FreshDesk offers the ability for an Agent to link the tickets to a master ticket, called a Tracker.I am proposing that FreshDesk implement the ability for an agent to take an existing ticket and assign this the tracker role versus our needing to essentially create a wholly new ticket.  This is extra work that an agent shouldn't need to perform.The agent should be able to perform this action from the main ticket page. Once that is done, the agent can then click on any tickets in that list and link them to the ticket they just made a tracker.   If someone clicked on multiple tickets and then clicked on Link, I think you should give them the option of either creating a separate tracker or allowing them to pick one ticket among the group selected to make a tracker.

5
6 years ago
Apprentice
carlos.e.martinezApprentice

Using mutiple ticket templateClosed

Hello FD Community:Have any of you ever wonder the possibility of having multiple ticket templates, and assigning each of them to several "Customer Support Portal" that you have created?Is there any possibility to implement it? any workaround?Thanks!Carlos Martinez

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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