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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
len.smithContributor

Allow the Option for a Tracker to Update all Linked TicketsClosed

When an agent links tickets together using a tracker, it would be very helpful if FreshDesk allowed the agent the option of deciding if they want any changes to the tracker to also apply to the linked tickets.In many cases, linked tickets are used because the tickets are all related to the same issue (e.g., network outage).  When the issue is resolved, it would greatly streamline work if then, the change in status to "Resolved" (or later "Closed") was applied to each linked ticket and any email reply would also go out for each linked ticket.Using the example of a network outage, let's say there are 40 tickets all reporting the same issue. The agent would simply need to set the Status of the Tracker to "Resolved," create an appropriate email reply and then save.  Once that is done, each of the 40 tickets would be set to "Resolved" and each individual submitting one of the 40 tickets would get an email reply based on the one used in the Tracker.

1
6 years ago
Contributor
m.gerberContributor

Add ability to Reply All to any messageClosed

Someone will add 10 people to the CC: on a thread. If I hit Reply it only replies to the one person that originated the email. THIS IS BEYOND FRUSTRATING. To have to manually add 9 more people because this basic functionality doesn't exist is not acceptable. You can't even paste in the list of 9 email addresses and have to manually type them all in again. AWFUL! Fix ASAP!!!

1
hemanth.ramya
6 years ago
Apprentice
david.covertApprentice

When adding a CC to a ticket they do not receive an email.Closed

It appears the customer does receive the Reply email to the ticket, but anyone added to the CC field does not.

1
hemanth.ramya
6 years ago
Apprentice
per.d.jonssonApprentice

Configure Email SubjectClosed

In order to personalize the support experience with our customers, we would like to be able to configure the email subject in addition to the body.The "Ticket Received [number]" part is a bit of a turnoff for our customers, they're people not numbers ;)

6
hemanth.ramya
6 years ago
Apprentice
craig.hicksApprentice

Email notifications not being sentClosed

Hi,We are seeing an issue when no email notifications are being sent when tickets are being updated when the Status is set to a custom status, ie not Open/Pending/Resolved/Closed.I've checked Admin->Email Notification and all notifications are enabled. Do you need to something different for tickets that have a status that we have created.Thanks, Craig.

5
hemanth.ramya
6 years ago
Apprentice
steven.harmonApprentice

Email replies from Ticket WatchersClosed

We are starting to use the Watcher functionality within our support workflow.  Recently, we noticed an issue when after Watcher set an out-of-office message.   Any time we update the ticket in a way that triggers an email, their out-of-office message is added to the ticket as a Public Note.  This should really be added as a private note. Has anyone else noticed this issue?   We are looking to manage internally based on how the out of office is created, but would like to an update on the Freshdesk side.

2
6 years ago
Skilled Expert
richard.nallySkilled Expert

Reply to those in CopyClosed

HelloWe have on a regular bassis a need to reply only to the person in CC on a ticket - would be great to have that option with an option to inform the submitter at that point. Possible? At the moment we have to send an external email and copy in the ticket. Thanks

1
hemanth.ramya
6 years ago
Contributor
info_11971Contributor

eBay intergation - blocked messagesClosed

At the moment there is no way to do eBay customer support on Freshdesk. eBay is blocking Freshdesk messages. eBay has been setup to accept sending messages from our support inbox and Freshdesk was setup properly to use same inbox. Here is an example of eBay message:==========Oops. We weren't able to send your message to XYZ, because the email address you used to send this message, bounces+20379-6cff-wookie_gyn2728uczg=members.ebay.com.au@email.freshdesk.com, isn't linked to your eBay account.==========Somehow eBay doesn't see that Freshdesk is sending messages using 'support@mycompany.com' addressThat should be fairly easy to implement.

3
6 years ago
Contributor
drtrider200Contributor

Creating a ticket with the correct requester from a forwardClosed

Hello Freshdesk community!So, I came across this article: https://support.freshdesk.com/support/discussions/topics/41345 Stating that when an agent forwards an email into freshdesk, it should correctly assign the contact to the ticket, however we're unable to get that feature to work. Thanks!

1
hemanth.ramya
6 years ago
Apprentice
adriandApprentice

Read receipts and bounce warningsClosed

It would be very useful if an item could be marked as 'read' or 'bounced'.  At the moment we have no idea if a message has been read by a customer or if they've actually received the message - we don't get a warning if the email is bounced.  Then if a customer service rep has entered an email incorrectly we'll know to follow up and correct it.

7
hemanth.ramya
6 years ago
Contributor
adam_18378Contributor

Separate requestor notification templates per productClosed

We would like to have different emails sent out depending on the product that the customer is requesting support for (as different products have slightly differently support policies).Currently, we can put in a couple variables, but are not able to completely change the template based on the product.

5
hemanth.ramya
6 years ago
Apprentice
caioApprentice

Ticket re-opened - How to Translate Message to Portuguese (BR)Closed

Hi guys,hope you're well.When a ticket is re-opened we are receiving the above mesage:"Ticket re-opened - [#48**]Hi Admin,Ticket “#48** – Cliente regularizado” has been reopened, please visit https:/48** to view the ticket.Ticket commentBom dia, Agent!"I would like to know how to edit the information and body message for a re-opened ticket (the automatic message)?

1
6 years ago
Contributor
peterminneContributor

Twitter integrationClosed

Related to the Facebook integration, it would be interesting to have a Twitter search/timeline integrated so that tweets can be turned into tickets.

6
6 years ago
Apprentice
paul.lindseyApprentice

Email forwarding not workingClosed

we have been using Freshdesk for around 4 years with no issues what so ever, email forwards have been setup and working without issue, but since Monday we have noticed that any email sent to our internal email address which is then forwarded by a rule in O365 doesnt arrive, i can see it leaving both O365 and our spam solution but they dont arrive at our helpdesk but if we send direct to our Freshdesk support email address they arrive fine, weve made no changes recently and as i said everything was working fine, just wondered if anyone else had this issue or could give any pointers

11
6 years ago
Contributor
adam.steeperContributor

Completed ReleasesClosed

It would be nice once a release's status has been updated to "Released" to not include it in the option in the edit modal dropdown, alternatively maybe applying a "Completed" flag to the release could handle this.We've only been using Freshrelease for about 2 months and at the moment we already have 13 releases. This list is going to become much larger over time. When we release a new version of our application, we package everything up, publish and rollout our new code, at this time we flag the release to "Released" in freshrelease at this point we will never be adding new cards to this release and don't need them to appear in the dropdown list.It would also be nice to have a filter on the releases page to toggle between Released and Unreleased.

2
6 years ago
Contributor
hirschContributor

Freshdesk Requestor Notifications Ticket createdClosed

When does Freshdesk consider a customers email reply a new ticket?I dont see any pattern, sometimes Freshdesk creates a new ticket sometimes not.

1
6 years ago
Contributor
daniel.youngContributor

Mark a reply as a "Thank You" (Button/Icon)Closed

Hi, When a customer replies with Thanks, Thank You, e.t.c. it of course re-opens the ticket, adds a new interaction and times to the SLA/KPI. I don't think you can safely automate to not reopen if it contains "thank" as some customers might reply "that didn't answer my question please just do what I asked thanks" so I would like a button (Icon) on the replies/notes to just mark as a thank you reply so it clears any changes that made to the ticket, KPI's. As a bonus you could give that reply/note another flag (Icon on the corner) and therefore also report on how many tickets get a thank you or which agents get thank you replies, e.t.c. Thanks Dan

3
6 years ago
Contributor
len.smithContributor

Expand "Select Filter" in Scheduled Reports to Include Contacts and CompaniesClosed

Please expand the "Select Filter" capabilities under "Schedule a Report" so that we can also filter on conditions related to Contacts and Companies.  This is especially important considering that you currently do not support all data types when filtering under the Customer or Contact view (e.g., you can't filter on dates).You currently support this level of filtering under two of your three automation rules, as depicted below.

1
suprabha.somanathan
6 years ago
Apprentice
darlaApprentice

Reports for Knowledgebase Usage and StatisticsClosed

Hi.I'd like to see some out-of-the-box reports on Knowledgebase Usage and Statistics.Some information I'm interested to know:how many times/users go to our Knowledgebase? how many searches they run? how many times they find a matching article (success/hit rate)? how many times they find nothing (not successful/miss rate)? what their searches are (ie. what did they type in the search bar)?Thanks.

2
suprabha.somanathan
6 years ago
Apprentice
jwesterApprentice

Custom Condition-Fields for Quest (Arcade) CreationClosed

Greetings, Currently, when creating custom "Quests" from the arcade admin panel, we are only able to select conditions that are hard-coded into Freshdesk, but we would like to request the ability to add our dependency fields.  All of our case types and sub-types now live as dependency drop down menus, and we would like to build "quests" around those.Thanks for consideration!--Jeff W.

3
suprabha.somanathan
6 years ago
Contributor
chris.tintaContributor

Advances Search Options in Search screenClosed

It would be great if there were advanced search options in the search screen....for example only search through tickets for the last 12 months for a specific agent etc.

28
6 years ago
Apprentice
mitchell_19110Apprentice

Add created_by field to ticket export and Core API for reportingClosed

The created by field is available in the system--you can see it listed on each ticket near the top of the screen--but it's not a reportable field in the ticket export or in the Core API.  We are wanting to track the number of calls logged by an agent to see if it matches the volume of calls from our phone system. The only available field in the sytem is Agent, but this is not helpful because Agent is the currently assigned agent, and not the agent that created the ticket.

1
suprabha.somanathan
6 years ago
Apprentice
brian.leeApprentice

Annual Option for Report SchedulingClosed

We would like the option to schedule a monthly report for our customer that shows all their tickets to date for the year. 

1
suprabha.somanathan
6 years ago
Contributor
adam.raymondContributor

Pin Recent Activity to Dashboard (or add as widget)Closed

 Overall I'm liking how Mint functions, however, it would be very useful to us if we could either pin recent activity to the dashboard or add it as a widget. So far that's the number one complaint from our agents.

3
suprabha.somanathan
6 years ago
Apprentice
tdoolittleApprentice

Tickets Scheduling, Unresolved by AgeClosed

Hi,I've been able to automate everything I need for building internal daily dashboards for our customer service, with the exception of one metric: open tickets last updated over 24h ago. The Reports > Schedule an Export feature comes close; however, the schedule only pulls data for tickets that were created/updated within the last hour/day/week, where I need all open tickets regardless of having a created/updated timestamp within the last x period of time.I of course can create this report manually and download it, but as I said, I'm looking to automate the report and have it sent to me daily at a certain time. If this could be implemented in the future, that would be great. Thanks.Specific details of my export from Tickets section:Groups: [2 custom groups]Created: Last 30 daysStatus: OpenTicket Fields: Ticket ID, Last update time

1
suprabha.somanathan
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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