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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
harryContributor

Date Ticket field - select dates from a calendar in a ticketClosed

Have a date (also time) field for selecting when perhaps booking appointments or remote sessions with customers - different than due date 

5
7 years ago
Contributor
craig_14155Contributor

support wikiClosed

We often have to go to our company wiki to lookup processes, procedures and other internal and external links to help us provide solutions to our customers. Rather than going to our wiki (Confluence) support page and then looking for the page/link we need, it would great if Freshdesk had a mini-wiki that we could list commonly used links to these valuable resources.This could be added as an add-on application that is easily referenced in the ticket details. It would great to have that same wiki, or a more general (non-ticket details specific wiki) that can be referenced from ticket list, contacts, companies, dashboard, etc.So maybe a wiki-widget creator that you can pick which sections of Freshdesk it wouild appear.I used to have a customer Freshdesk app in the old UI that just had a bunch of links to useful resources. I could make my own Freshdesk app for this but would be great as a larger, formal integration from Freshdesk.

0
Contributor
7 years ago
Contributor
len.smithContributor

Support "Single Article, Multiple Folders"Closed

Please allow a single article to show up under more than one folder.  There are many times when the subject of an articleFor example. we may want to publish a "How to print..." article that we want to how up in the "Getting Started..." folder, but also under the "Reporting Tips" folder.  We are currently migrating from a legacy version of Kayako to FreshDesk and Kayako supports publishing articles on a one:many bases.  See an example below.

1
aravind.sundararajan
7 years ago
Apprentice
stefanosApprentice

Freshcaller IntegrationClosed

Hello,I was looking into a call center application when I stumbled upon Freshcaller. "What an awesome product" I thought to myself... "This will help wonders!".Unfortunately, my moment of happiness didn't last longer than that moment, as soon as I realized that what could help me organize things so much better, was not available for the product I'm using! I quickly figured out that is available for FreshDesk, a product that I was previously using before switched to Freshservice. I will say this... Since you have such an amazing product as the Freshcaller, I believe you should make it available for all of your clients so they can all benefit from it.I'd love to see that integration available to Freshservice, and I hope it is on your plans to make it available soon.Thank you,Steve

2
Apprentice
7 years ago
Apprentice
wcburdettApprentice

Restrict/disable autocomplete info for some agentsClosed

We have an agent setup to only administer a single customer/company in our Freshdesk. We've been able to restrict almost all of his access to information pertaining to that single company except for the autocomplete information in the requester (to, cc, bcc) fields.Is there a way to restrict that information so that the agent sees no autocomplete information or only autocomplete information for the domain assigned to his company? Something like enhancement #2 mentioned here, but for the requester fields instead of search alone.

0
Apprentice
7 years ago
Contributor
jeroen.mantenContributor

Ability to edit customer repliesClosed

We would like to be able to edit customer replies (later in the ticket/correspondence), as sometimes they contain the message history and large images, which forces us to scroll a long way before reading the next message (if you do not pass it accidentally)..Now we only have the option to 'Forward' or 'Split ticket'.Unfortunately selecting 'Split ticket' does not remove that particular message from the original ticket.

0
Contributor
7 years ago
Contributor
ttubbsContributor

Receive Notifications with Trigger Webhook action in Workflow Automator failsClosed

We're in the process of implementing a webhook in a Workflow Automation. While believe we have set it up properly, the action we're attempting to get it to perform (create a new ticket in Freshservice), it doesn't seem to be functioning properly.Unfortunately, we have no idea specifically where the failure is occurring as there is no notification of any kind that tells us the error occurring when the webhook is triggered.We need Freshservice to provide a way to obtain notifications (either in-app and/or via email) when a Webhook fails.Having these notifications will also be helpful at a later time in the event a Webhook fails for other reasons (service unavailable, outdated calls, etc.).

2
Contributor
7 years ago
Contributor
len.smithContributor

Support Status Value that allow "Treat as Closed"Closed

It would be helpful if you added the capability in the Status configuration dialog to treat any user defined field as Closed.  For example, I'd like to add values such as "Withdrawn," "Duplicate," etc. and want to treat these as Closed.I found some other Community postings on this issue, but nothing that asked for this capability directly.See also:  https://support.freshdesk.com/support/discussions/topics/67?page=1 

0
Contributor
7 years ago
Contributor
chrisContributor

Closed ReasonClosed

I think it would be a nice to enter a reason a ticket is being closed. Could be a simple text box or dropdown of options.

10
Contributor
7 years ago
Contributor
len.smithContributor

Add Custom Section Break / Read-only Text to Drag and Drop Ticket Field OptionsClosed

It would be very helpful if you could offer the ability to drag and drop onto a ticket template a section break (e.g, a line) as well as the ability to add a read only text common onto the ticket, which could be used to add some narrative to a ticket to help a customer know what we need them to do.

0
Contributor
7 years ago
Contributor
chris.alfaroContributor

Make SUGARCRM app compatible with the new Mint Interface.Closed

Please make the SugarCRM app compatible with Mint. Thanks.

4
aravind.sundararajan
7 years ago
Apprentice
ward.vangeel_16973Apprentice

Add tags in table viewClosed

It would be great tyo be able to add tags to a ticket in the table view, so without having to open the ticket.The same as you can add/change Group/Agent in the list view.

0
Apprentice
7 years ago
Contributor
ttubbsContributor

Allow HTML Source editing in Send Email Action of Workflow AutomationsClosed

Workflow Automations allow for sending emails as an Action. While we can copy/paste an already formatted HTML page into the Body of emails in Events, it can ruin the formatting (such as with tables). This isn't good when you're trying to keep to a specific look and feel for branding.It would be great to be able to edit the HTML Source in the Body of emails for Events in Workflow Automations. Having this control would help ensure emails are sent out exactly as you expect.(The HTML Source can already be edited for Email Notifications so having that option in Emails from Workflows would be very helpful too.)

1
7 years ago
Apprentice
jeannetteApprentice

Group tickets by customer/company nameClosed

Hi there,I want to be able to group/filter support tickets by customer/company name, as follows:1. Group support tickets by customer/company name so that we can view reporting stats by customer/company - e.g. how many tickets relate to customer/company X over a given time period (time of day of week/date/month, etc.)?2. Group tickets by customer/company name?3. ADD company field to the drop-down quick-view PROPERTIES that you see on a ticket?Can you tell me if it's possible to do any of these?

0
Apprentice
7 years ago
Apprentice
andreasa82Apprentice

Easier to see if a ticket have been answered or not.Closed

Can you make it easier to see if some other agent have already replyed to a customer? At the moment most you from the ticket overview open the ticket before you can see if some other have replyed to the customer or not. That's time consuming.

8
7 years ago
Apprentice
mindeApprentice

Duplicate ticketsClosed

It can be helpfull if we can duplicate tickets with the same content. 

0
Apprentice
7 years ago
Apprentice
wbaileyApprentice

Change open ticket to a different requesterClosed

I am testing out the FreshFone option and am having it forward directly to voice mail, which will then automatically open tickets. There is no way to assign the ticket to a requester that is already in the system. You should be able to do a search and pick a requester, but you cannot do so. We cannot properly use FreshFone without this feature. I think you should be able to change requesters on a ticket in general. There are times one staff member might email FreshDesk on behalf of the "real" requester, or even an IT staff member might email FreshDesk on behalf of the "real" requester. Therefore, there should be an option to select the appropriate requester...Thanks!Will

13
7 years ago
Apprentice
shilpa.mathewApprentice

Analytics - Placeholder in Scheduled emails subjectClosed

It will be great if you can add placeholders for "Report Date"in the scheduled email subject line.

1
7 years ago
Apprentice
rebecca.wilcoxApprentice

Merge Replies to forwarded emails when they are sent from another email addressClosed

If we forward a ticket to a supplier, we email their support address however when it is picked up by one of their team, they reply from their own email address.  This creates a new ticket which we merge into the original. We can, of course, merge the reply, however, this causes issues when we want to reply to the supplier as this is not possible from a merged ticket.  We would need to reply to the closed ticket but this loses the activity trail.What I would like is that any reply to our forwarded email to be added to the original ticket.

0
Apprentice
7 years ago
Contributor
laurence.hendyContributor

Feature RequestsClosed

Add the 'Feature Request' option in Freshdesk to Freshservice Its a great feature and as we are using Freshservice as our main support tool it would be good to have this option.

2
Apprentice
7 years ago
Apprentice
tim.assinckApprentice

upgrading to the mint versionClosed

I'm using the standard version of freshdesk at this moment. But I really want to upgrade to the mint version for all the expansions. I just can't find the option anywhere

290
7 years ago
Contributor
len.smithContributor

Support the Ability to Create Customer GroupsClosed

It would be extremely useful if FreshDesk implemented the capability to assign customers to Groups.  These would be specific to customers versus the Groups available for an agent.  Below are some examples of how we would use Customer Groups:All customers who are participating in a particular beta programGroups of customers by products they have purchasedGroups of customers by their role (e.g., System Administrator, Delegated Administrator)and so on.Moreover, it would be also helpful if we could then use those groups under Solutions or Forums to help manage visibility.  For example, we may want to spin up a temporary Forum for a beta release and only want those customers in the "Beta Group" to see and have access to the beta forum.Related topic: https://support.freshdesk.com/support/discussions/topics/44287 

0
Contributor
7 years ago
Contributor
len.smithContributor

Support User Defined "Status" values in the "Ideas" forumClosed

I love the Ideas forum.  We plan to use it for our Product Roadmap and it would be very helpful if FreshDesk allowed admins the ability to add or modify the existing list of status values.  For example, we need to include statuses such as:  "In Development," "In Beta," "Pending Deployment," "Duplicate," and so on.

0
Contributor
7 years ago
Apprentice
support_16368Apprentice

Assign Company Admin Role to ContactClosed

Hi,I'm an MSP and i add different companies and their contacts all the time, it's a waste of time and not practical for me to create each company contacts every time. I would love if there's a way to assign a customer contact as an admin to a given company so they can create accounts for their coworkers within their company on the portal. So lets say I have Company A, I create their account and make user John in Company A the company admin. John can sign into the portal and create contact accounts for his colleagues. 

1
aravind.sundararajan
7 years ago
Active Contributor
labattActive Contributor

Integration with the Intercom BotClosed

We currently use Intercom for customer and prospect messaging and communications. We also use Olark as a front end sales chat. We're now looking at combining these functions to use only the Intercom bot.Intercom's bot allows for external lookups of data  and responses. We'd love to see an integration where a customer could be asked by the bot - is this support or sales. if it's support, ask what the problem is and then do a lookup against the FreshDesk knowledgebase and return links to potential articles that solve the problem.We can't use the Freshdesk Support Bot as it really only does support and doesn't have the rest of the capabilities of Intercom that we use (in-app messaging triggers, journeys, etc.)Thanks!

0
Active Contributor
7 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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