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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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Active Contributor
labattActive Contributor

Slack BOT so DM's come from the right placeClosed

Right now, when Freshdesk sends a Slack DM, the DM is "from" the user who matches the Slack API key in Freshdesk. As a result, all Freshdesk DM messages show up in slack as private messages between the API user and the user the message is destined for. Pretty much all new Slack integrations are done via Slack bot's so the messages come from the bot instead of the API user. We'd love to see this implemented as right now it's extremely confusing inside Slack to receive a direct message, and it creates noise in existing DM conversations on Slack.BTW - this topic seems to have been deleted so I've re-added it. I'm not sure why it was deleted?

0
Active Contributor
7 years ago
Contributor
dave.kavanaghContributor

Automatically link phrases to solutionsClosed

Think of this as 'suggested solutions' taken an extra step and mixed with a spell checker interface.Agent writes an emailAgent hits a buttonFreshdesk finds predetermined keywords or phrases in the emailJust like a spell checker, Freshdesk highlights each keyword or phrase but instead of offering to replace it with the correct spelling, it offers to hyperlink it to a specific Knowledge Base article (or perhaps offer 2 or 3 articles to select from)Agent clicks through each suggestion, adding or skipping suggested hyperlinks no until the email is ready.OK, and here's why: When discussing a matter that requires some background understanding of technical concepts with a customer, it's cumbersome to assume that they need more detailed explanations along the way, yet it's bad service to assume that they already understand, and simply speak jargon at them. We try to keep our emails brief and legible, with links to more info in case the customer needs it.For example:I'm sorry to hear that you crashed into a snowman. It's recommended that you allow more braking distance when driving in the snow. You might also want to check that your tires have the optimum tread before heading out again. Santa has a strict policy against giving presents to people who kill snowmen.Let's just assume that each of those links was to a Solution in our Knowledge Base. Now, if Freshdesk could recommend articles in that manner, whether based on content, tags, or admin-defined terms, it would make our job much quicker, and our emails more helpful (for example, being able to link to product pages when a product is mentioned, to ensure there's no confusion about the product). It would also pull out suggestions that an individual agent may have forgotten about.Thanks for considering it.

0
Contributor
7 years ago
Apprentice
leon_15165Apprentice

Feature Request for Slack Group ChannelsClosed

Need the ability to create ticket from Group Channel such as #techhelp channel we support in our organization. Our users are slack heavy and rarely use DM's for issues as we have a support channel for all agents to communicate with MFG operations as issues arise. However the user then has to send email or open ticket through portal. 

1
7 years ago
Contributor
kyle_16355Contributor

Project time downloadClosed

Currently you are only able to have the project time on tasks emailed to you as a link.We need the functionality to be able to download the CSV directly from the projects portal which you can do as part of the reporting function 

1
7 years ago
Contributor
kyle_16355Contributor

Enabling filter views of projects as per ticketsClosed

We need to be able to filer all projects by CompanyAgentDue dateOpenIn progressClosed/archived I would think this should be easy to enough to add given it is already in place for tickets? 

1
7 years ago
Contributor
kyle_16355Contributor

Viewing current and historical changes on customer support portalsClosed

Currently customers are only able to view open and historical tickets.We need the functionality for our customers to view all open and historical changes for their companies in their own portals also 

1
7 years ago
Contributor
thomasdContributor

Bot HistoryClosed

We recently started using the bot in our support portal and I feel like the "Insights" doesn't really give enough information to understand how the bot is working with our customers. I would suggest a 'history' feature, where agents can analyze all conversations that the bot has, would be a beneficial addition. I would imagine there would be a lot of useful information in there to analyze and update our portal / solution articles based on it. Some examples off the top of my head: Reoccurring questions for 'what is the helpdesk number' This would perhaps point to us not communicating properly to our clients, or a UI change to a program we have negatively effects our helpdesk. Reoccurring questions about a issue with an app or program As helpdesk agents we could pass along the information to our infra team to actively work on. Sometimes tickets are always generated and we can proactively work on something. The current "Insights" works well for showing value of the bot; resolving issues without agents and giving them time back to them. It would be a huge benefit for the more technical to have average chat times with bot, articles linked by bot, questions asked to bot, etc. If available and used properly it would result in a better user experience and adoption with the bot.Regards

4
Contributor
7 years ago
Contributor
rehab.zakyContributor

Dependent fieldClosed

 Hi dears,      Could we've a dependent fields of texts instead of drop down menus. That will be so helpful !Thanks,

6
7 years ago
Apprentice
b.nicoliApprentice

Custom fields in Time-SheetsClosed

Hi all, We would like to categorize the different type of time entries our engineering are inserting in the tickets. Unfortunately I don't see an option to add custom fields in the time-sheet schema. Is there a way to accomplish this? Regards Biagio

1
7 years ago
Apprentice
alan_11949Apprentice

Inventory ReportClosed

The inventory feature is nice, but is there a feature to allow to export a PDF report of the inventory for a location?

12
7 years ago
Contributor
rinchContributor

Alternate Reply to Email AddressesClosed

Please consider adding the functionality to reply to email addresses other than support@mycompany.com. Currently Freshdesk can accept emails addressed to support@mycompany.com, sales@mycompany.com, bugs@mycompany.com, etc. But any replies to those emails can only come from support@mycompany.com. Which means that customers that started out with a request to the sales department at sales@mycompany.com will receive follow-up emails from support@mycompany.com. Will potentially cause confusion for the customer and make it difficult for the sales group to keep track of the messages that end up going to the support group. Thanks.

8
gcecil
7 years ago
Contributor
jrodierContributor

Statuses for linked incidents visible from problemClosed

We would like to be able to see the statuses of all the incidents that are linked to a problem from within the problem, instead of opening each one individually. This would be helpful especially after a change has been implemented or when considering if a workaround has been applied. 

1
7 years ago
Apprentice
tracy.meehanApprentice

Export "Tags" in Contact exportClosed

It would be very helpful to be able to include "tags" in the contact CSV export as we use these to segment our customers.

1
7 years ago
Contributor
tiele.declercqContributor

Live update on ticket overviewClosed

When a ticket is modified or created, the ticket overview should refresh or at least warn the agent about this update. This prevents the need to manually refresh the page to see if any new tickets have arrived and improved the time a ticket can be picked up by a pending agent.If you are working in a team of first-liners, when a ticket is 'picked' it should be removed from the view of another agent.

67
7 years ago
Apprentice
avner.kotlerApprentice

search within attachmentsClosed

Hi,I would like to have the option that the search will include attachments such as word, excel, mails etc.Is there already such option?Thanks

0
Apprentice
7 years ago
Apprentice
mhaydenApprentice

SimonSays command for setting requestor email addressClosed

I set up a Google form that logs walk-in traffic to our office and emails the HelpDesk to create a ticket for them.  The form captures email address; it would be great if there were a SimonSays command that I could use to set the requestor.  Currently all the tickets are in my name until we manually fix each one.  It's mildly annoying.

3
7 years ago
Apprentice
christian.karlssonApprentice

Add contacts from Company siteClosed

It would be very good if you could add a contact directly to a company just as you can create a ticket directly on a contact:

0
Apprentice
7 years ago
Apprentice
danaApprentice

Link Solutions to branded portal when linked to ticketClosed

Currently if we use the tool to insert a link to a solution in a ticket response, the requester is sent to the default support URL when viewing the solution. We would prefer to have the solution link to the branded URL for the requester. The reason for this is that many of our solutions are not public, but as an MSP we have branded portals for several of our customers. These portals are accessed via SSO so requesters are only able to log into the customized portal and not the main portal.Our current workaround is to manually copy and insert the solution URL into the reply, but we would love to be able to use the simpler search and insert process.

0
Apprentice
7 years ago
Contributor
onlinebiblesupportContributor

Copying properties on a split ticketClosed

There is functionality to split a ticket when for example a customer asks a second question when a first question has been resolved. We can then also edit the title if necessary. This works fine. However, I notice that all the properties are left blank. In our case most of the properties would be identical. For instance Name is a mandatory ticket field. So we would prefer for the properties to be copied to the split ticket (except status), leaving us to manually change what is not applicable. Would this also appeal to others? Or does anyone see major objections?

1
7 years ago
Apprentice
bdemarcoApprentice

Calendar Enhancements - PTO/Office VisitClosed

Hello, I would like to see a couple of enhancements to the built in Calendar. We used to use Service Desk by Manage Engine, and within their Calendar a technician could add whether they were on PTO or an office visit. Plus, this was an easy way to track when people weren't in the office and our Director of IT could easily pull this information. So, if possible I would like to see a menu or an option to choose in the calendar for PTO/Office Visit.

2
7 years ago
Contributor
chris.alfaroContributor

Make JIRA app Compatible with the Mint interface.Closed

Please make the JIRA app compatible with the new Mint interface.

13
aravind.sundararajan
7 years ago
Apprentice
matthias.bestfleischApprentice

JIRA App - Freshdesk must not delete JIRA TicketsClosed

Hello, i tried to link the JIRA-App with our JIRA. Works fine so far. But after linking a Freshdesk Ticket to a JIRA Issue the JIRA Issue can be deleted from Freshdesk.  How can i prevent this? I do not want Freshdesk-Users delete any JIRA Issues! Thanks in advance! Best regards, Matthias

2
aravind.sundararajan
7 years ago
Apprentice
abe.sharpApprentice

Freshdesk ticket detail page should show more information about linked JIRA issuesClosed

For Freshdesk accounts that use the JIRA plugin. At the moment, if you link a JIRA issue to a Freshdesk ticket, the only information you see about the issue on the ticket detail page is 'Atlassian JIRA - View issue' down at the lower right of the page. When you click on 'View issue' you get some JIRA detail in a square box in the middle of the screen. It would be much better if the JIRA detail (the issue number, title and status) was put on the main ticket detail page itself directly under the 'Atlassian JIRA' heading, and have the 'View issue' link go direct to the issue in JIRA in a new browser tab.What we would like even better would be to have the JIRA issue number and status shown on the ticket listing pages, along with the Agent/Status/Priority info on the right.The attached image is a mock-up of what we would like to see on the ticket detail page.thanksAbe

3
aravind.sundararajan
7 years ago
Apprentice
hououounino02Apprentice

办理肯特大学毕业文凭成绩单qq+微信860155399购买肯特大学毕业证成绩单|仿制英国假文凭假学历|真实回国人员证明留信存档认证 University of KentClosed

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0
Apprentice
7 years ago
Apprentice
dsgdsgdfgh9988Apprentice

办圣玛丽大学毕业证书SMU毕业证成绩单学历认证Q/微501146313【高仿制作假毕业证成绩单】专业为留学生解决就业难的问题▎购买加拿大毕业证文凭Saint Mary's UniversityClosed

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Apprentice
7 years ago
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