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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
dan.pinderApprentice

freshdesk is almost a great dispatch solution for field service. why not go all the way?Closed

We use FreshDesk as a dispatch solution for field technicians. It works great but it's not exactly designed for that. Why not take it all the way? The only thing you need are en-rout, on-site, complete buttons (with timers) and time stamps.Another useful tool would be to have the system push one job at a time to a tech, rather than show them the whole pool. We could manually split them up into regions of the city as different groups.

4
aravind.sundararajan
7 years ago
Contributor
d.nieuwendijkContributor

Combine Ticket filters with text searchClosed

Often, I find myself looking for a certain ticket and alternating between text search and filtering the ticket view. I think these two should be combined, or aspects of both should be added to the other. In the text search results, I'd like to be able to apply further filter, such as status, date, type et cetera. In the ticket filter view, I often would like to add a text filter. Since these features exist already, and seem to work very well, it should be possible to combine them.

3
aravind.sundararajan
7 years ago
Contributor
liz.aitkenContributor

Filter search results by companyClosed

When I run a search for keywords in tickets, I get back results from all our customers.Often I also know which customer/company raised the ticket I want.I would like to be able to restrict the search results to show me only results from that company, to help me find things more easily.

2
aravind.sundararajan
7 years ago
Apprentice
andrew.clifforthApprentice

Greater features composing emailClosed

Hello,We often need to contact a customer to inform them about heir account information. For these we have canned responses.The current 'compose email' functionality is basic and doesn't even allow you to change the subject.It would be amazing to have more features when composing an email to customers, including the ability to change the subject, add a canned response and the ability to add attachments.Thanks for your help with this!

3
aravind.sundararajan
7 years ago
Apprentice
beheerApprentice

Start ticket with an emailClosed

We would like to start a ticket with an email.We don't want to have RE or FW in the email subject because that's a bit strange for the 'requester'. Who is in fact not always a requester, because we start the ticket.We now tried:- create a ticket with the person as requester then sending an email: subject line contains RE- create a ticket with random person as requester and then sending an email: subject line contains FWWe would like to have an option to not put in a ticket, but under new have the option to add an email, which automatically becomes a ticket as well.In the email subject the number can we added, but not RE or FW

3
aravind.sundararajan
7 years ago
Apprentice
lee_10700Apprentice

Option for Create New Ticket to Send Email (Temp Override Notifications)Closed

By default, we have the Notifications settings for notifying the requestor (our clients) disabled. We do not want to notify our clients when tickets are created for their issues, due to various reasons.However, on many occasions, we need to be able to create a ticket where we initiate contact to the client via the ticket. We're unable to do this without using a Reply or Forward--both of which remove the personal touch and feel to our e-mails that we'd like to convey. We would like an option--perhaps a check box or similar--that only appears when disabling Notifications to Requestors on New Tickets. Something that temporarily enables the ability to send out an e-mail to that one particular client for that one particular ticket.Or, having the ability to e-mail a client by a separate "email description" text box when creating a ticket. Perhaps this field would toggle on when that check box is enabled. Thus allowing our Agents to Create a New Ticket, enable "Send Email to Client" and fill in "Email Description", and then hit "Create and Send".The way we'd like it to work, we have different often technical information that we communicate internally to benefit our Dev/QA department and less technical user-friendly information that we communicate to our clients. We'd like the ability to send a different email body to the client than the description body that goes in our tickets, at the time that we create our tickets, but not have that option be the "all or nothing" Notifications setting as it currently exists.

2
aravind.sundararajan
7 years ago
Contributor
sbeesonContributor

More import optionsClosed

It would be nice if there were options to import from more than just ZenDesk.  I need a Spiceworks option. I'm currently working on using the API to do this but it's very time consuming.   Are there plans to offer more import options?

2
aravind.sundararajan
7 years ago
Apprentice
jack.michael.grahamApprentice

Transferring old tickets to new helpdeskClosed

HiI'm making this post because my company has decided to migrate our old freshdesk helpdesk into a universal freshdesk for of our clients to use. So far I have managed to important all of our FAQs and documented information for our agents and I've managed to important previous contacts using the export function and organize them into separate company groups.The final problem we face is transferring old tickets which contain useful information which we would like to archive in our new freshdesk being able to do this is important to the success of amalgamating our helpdesks.We want to test out and see how freshdesk manages in a multiple company scenario with the view of buying it if it's satisfactory in the future, however is there anyway we can automatically amalgamate our old tickets without having to do them manually one by one (as the tickets are in the 1000s) and it would take many man hours to complete.Thanksjagg

5
aravind.sundararajan
7 years ago
Apprentice
tommy_14830Apprentice

Make custom 'customer fields' searchableClosed

We've made a custom field that we use for our internal customer ID number. We would like to be able to search for this number as our customers often identifies themselves with their customer ID. Summarized: Make custom 'customer fields' searchable. -Tommy

2
aravind.sundararajan
7 years ago
Apprentice
jonwApprentice

option to tag search resultsClosed

It'd be great to be able to tag all tickets that appear as results for a particular search. For example, if I search for tickets that mention a flavor of our product, I'd like to be able to then apply a tag to all results to refer back to later. On a side note, I'd also like to see the number of search results to appear when searching. Thanks Freshdesk!

1
aravind.sundararajan
7 years ago
Apprentice
ash.baileyApprentice

search/filter/remove Calendar Invites from outlookClosed

 I need to be able to search/filter and then delete calendar invites (from outlook) that have created tickets.I can currently search by attachment.ics but then can only action one ticket at a time. This is going to take for ever as there are 92 tickets to close.

1
aravind.sundararajan
7 years ago
Apprentice
eduardoApprentice

Mint UIClosed

Could guys update alphadog.freshdesk.com to Mint UI.  Thanks Regards Eduardo - AlphaDog Solutions

25
aravind.sundararajan
7 years ago
Apprentice
chuck_17826Apprentice

Sorting by clicking on the column titles e.g. Contact / Subject / StateClosed

hi there, is it possible to have a feature where clicking on a column title allows us to sort by ascending/descending order instead of the dropdown?simple reason being some things can't be sorted, for example - "State", when I want all my "Response due" tickets to be at the top, it almost seems impossible or too difficult to do so.same thing goes for the "Waiting since.." column

1
aravind.sundararajan
7 years ago
Apprentice
d.foster1970Apprentice

Last to RespondClosed

It would be nice if looking at the main ticket area if it showed a little text that said "Last response from: (responder/agent)" so that at a glance we could see who last responded to a ticket.Here is a screencast: http://screencast.com/t/D0s4yzS7A1http://screencast.com/t/TcfPMu4iXZJlThank you! Love this platform thus far!

2
aravind.sundararajan
7 years ago
Apprentice
mrgpowerApprentice

Preview Ticket Message To Be ClearerClosed

I like the preview ticket message when you hover your mouse over the message and see who they are from but it would be nice if the main ticket content of the message to be clearer and easier to read may be in bold?

2
aravind.sundararajan
7 years ago
Contributor
graemeContributor

Display Customer Company name in the ticket listClosed

HiIt'd be very helpful to have the requester's company name displayed in the ticket list. It currently just shows the person's name but there is plenty of room to include their company name too.This would save repeated filtering by company as I cherry pick my next ticket. I prioritise tickets in part by the company that raised it and I don't know all of the names of the people at the company.RegardsGraeme

6
aravind.sundararajan
7 years ago
Apprentice
vanessaApprentice

Ability to customize ticket view pageClosed

It would be helpful if we had the ability to edit what shows on the right of the tickets.Currently it shows, Agent, Status, and Priority.Please see screenshot.Thank you

13
aravind.sundararajan
7 years ago
Apprentice
laura.maceApprentice

Customise ticket overview pagesClosed

It would be really useful to our agents to be able to customise the summary/overview page of their own queues. For example, it would be useful to specify that tags (for example) are visible on the overview page, and maybe that 'pending' tickets are coloured slightly differently so that at a glance the agents can prioritise without clicking each one or without adding an additional filter. We previously used Desk.com and although we prefer Freshdesk on every other level, the way that Desk.com handled the ticket overview page was very engaging for the agents, using different colours and giving admins the option to customise what information what shown.

2
aravind.sundararajan
7 years ago
Apprentice
r.freemanApprentice

Customize Field Display on ticket viewClosed

 Our team attempts to work with the time zones.  It would be great to be able to have the ticket view customizable to change from priority to time zone, etc based on business need. See this post:  https://support.freshdesk.com/support/discussions/topics/5223

2
aravind.sundararajan
7 years ago
Apprentice
stuartgebhardtApprentice

Rows and columns in list viewClosed

I just found out that I am not able to change the fields that show in list view.  Every other ticketing system I've ever used has had this ability.  Freshdesk needs to have a basic row/column view that is customizable, just like Zendesk, where this has been a feature for years.  If I knew this functionality wasn't available I would have stayed with Zendesk.

2
aravind.sundararajan
7 years ago
Apprentice
quirin.pfaffApprentice

export featuresClosed

 hi there,it would be extremly helpful if you could implement a possibility to preselect (or depreselect) all attributes when exporting the tickets. we have a lot of fields and have to run quiete some exports.so everytime we have to click through 40+ fields before exporting.besides from beiing anoying there is always a higher possibility of error (missing one field etc).so this would be really helpful. i will attatch a screenshot that it will become more clear what i mean.regards,quirin.

2
aravind.sundararajan
7 years ago
Apprentice
buckerschrisApprentice

Include new customer fields in Ticket view?Closed

Hi,Just started using the system properly, and we've created a new customer field called Project, so we can identify which of our projects the ticket is associated with.Currently the only place we can see this is in the ticket itself, not in the full Ticket view.Is it possible to alter the default view at all?Chris.

2
aravind.sundararajan
7 years ago
Apprentice
newcamjobsApprentice

Tags in default viewClosed

 It would be great if we could see tags or at least the 1st tag on a ticket in the default ticket view over to the right where you see Agent Status Priority Thanks!

5
aravind.sundararajan
7 years ago
Apprentice
jp_12444Apprentice

Tags should be visible in Ticket ListClosed

Just like Gmail, tags should be visible in the "inbox" (Ticket List).  We tag tickets with customer site names.  Our CSRs plan their work day routes based on the locations of the open tickets.  Presently they cannot see the location in the ticket list.  (We don't put site names in the subject because we need to generate reports by site, and tags are the only way to ensure that a site name is not mis-spelled; it's auto-completed during entry).I'm sure there are many other use cases for seeing tags in the Ticket List.

3
aravind.sundararajan
7 years ago
Apprentice
info_15036Apprentice

PLz show the product name as it's OWN column in ticket gridClosed

PLz show the product name as it's OWN column in ticket grid https://snag.gy/9h8Cm4.jpg

2
aravind.sundararajan
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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