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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
mmasonApprentice

Add Group to list of tickets on Tickets screenClosed

It would be very helpful if the Group would be listed for each ticket along with the Agent, Status & Priority.  Some agents are in multiple Groups and right now the only way to see all is to Filter on the selected Group and/or Groups.  This makes it very difficult to see an overall picture and list of tickets that shows not only the agent but what Group they are assigned to for the tickets in the list.  See the example in the attached...

2
aravind.sundararajan
7 years ago
Apprentice
garciaApprentice

Add Group Info to Ticket List ViewClosed

Would it be possible to add Group info on the ticket list view? Right above the agent info, and also editable inline would be nice... A more complete solution would be allowing users to choose which fields should be displayed in some locations on the view.

3
aravind.sundararajan
7 years ago
Contributor
chris.tintaContributor

Show Assigned Group on Ticket WindowClosed

On the ticket screen you can currently see (and change) the following:AgentStatusPriorityIt would be GREAT if you could see/change GROUP here also.

12
aravind.sundararajan
7 years ago
Apprentice
matt.jordanApprentice

Changing default feilds on Tickets fiew screenClosed

I want to change one of the default esditable dropdowns on the Tickets tab.   I show what I mean in the pic   I want to remove Priority and add one for Office as it will suit our workflow… 

3
aravind.sundararajan
7 years ago
Contributor
marsha.jamesContributor

When exporting tickets filter by last updated timeClosed

At the moment when you export tickets, it is possible to filter by the:Created timeResolved timeClosed timeI would find it extremely helpful to be able to filter by "Last updated time", as then we would be able to only download tickets that have been recently edited.Would anyone else want this feature?

2
aravind.sundararajan
7 years ago
Apprentice
david_10227Apprentice

Blue "Customer responded" flag whenever customer responds, not just first timeClosed

HiFreshdesk does show a blue "Customer responded" flag when a customer has responded to a ticket, but strangely this only seems to happen the first time the customer responds.After the first time, the only way of telling who responded last is to read the detail of the ticket, which will say either "Agent responded" or "Customer responded" xx time ago, and so be able to work out that if the last response was the customer then the agent needs to respond.Would it not be possible to have the blue "Customer responded" flag whenever the customer was the last to respond to a ticket, not just the first time?  This seems really obvious to me so maybe there is a setting that I have incorrect?Thanks.

5
aravind.sundararajan
7 years ago
Contributor
alessio.fattoriniContributor

Ticket details page refreshClosed

Can you implement this feature? It prevents us to ctrl +r to every intraction

3
aravind.sundararajan
7 years ago
Contributor
simon.bradleyContributor

Request for Notes / Action to be written to ticket when Supervisor / Observer action performed.Closed

There is no way of knowing if actions and emails sent by those actions have taken place as there is no record on the ticket. For a number of rules we send the customer emails to inform them of various actions. To ensure that a full audit of communication sent and received is recorded on the ticket these emails should also be recorded. If this is not possible then at least a note should be able to be added to say an action has occurred. This would significantly benefit the whole automated action functionality by allowing full tracking of those actions that have taken place on a ticket.

5
aravind.sundararajan
7 years ago
Apprentice
chrisclarkgoldApprentice

Adding files to note after saving noteClosed

 I'm impressed with Freshdesk in the round, but why does it not seem possible to attach any files after I've created a note, but I can only attach them when I'm creating it. I'm always having to fish round for files after the writing and this is frustrating me.Anyone else agree with me that this does sound a bit like an obvious omission?It's a good system though.

2
aravind.sundararajan
7 years ago
Contributor
stefan_10564Contributor

Mention agents in NotesClosed

It would be cool to be able to mention agents in notes, so that they will be notified when mentioned.For example: @Stefanis a mention and will notify me when used in a note.

6
aravind.sundararajan
7 years ago
Apprentice
fredericApprentice

Notes should show who they were sent toClosed

If a note was entered and sent to anyone else with the "notify agent" feature, the fact that it was sent to anyone else is not recorded.  I would like to go back and look at the note and know who it was sent to.

2
aravind.sundararajan
7 years ago
Apprentice
rainer.fehrenbacherApprentice

Increase size of text box for Note field of Time TrackedClosed

 We use the entries from 'Time Tracked' as a way to create line items that will be included on future invoices. The Note section is particularly important because it is where we include a description of the work that has been done. The size of the text box for the Note field is too small to comfortably write a long description of the work that was completed. Please increase the size of this text area by several lines. Thanks!

2
aravind.sundararajan
7 years ago
Contributor
nicholasbContributor

Please make the tiny 'note' section when creating time entries bigger, or at least re-sizableClosed

When creating a time entry in Freshdesk, the note section is sooooooo small. Can you please increase the size of the field, or at least make it re-sizable.  The current size is frustrating to use, and makes it near-impossible to review what has already been written.

2
aravind.sundararajan
7 years ago
Contributor
roberto_garciaContributor

Pinned note or response.Closed

Allow agents (permission based) to pin specific notes or response within a ticket to the top of the feed at all times. 

3
aravind.sundararajan
7 years ago
Contributor
richard.levyContributor

Different Section for Internal NotesClosed

I would like different sections within a ticket to add internal notes. At present if you have private notes internally then the ticket gets ridiculously long and really hard to navigate. It makes it very difficult to find the customers notes compared to internal notes.Thanks,

2
aravind.sundararajan
7 years ago
Apprentice
amApprentice

Visualization for user which are editing ticketsClosed

In a previous version of freshdesk, there was a feature which showed, which user is already working/ editing a ticket ( it was an eye-butten). Where is this feature? It´s a big problem to edit tickets with multiple user. Nobody knows who is working on which ticket.

3
aravind.sundararajan
7 years ago
Contributor
varezziContributor

Collision DetectionClosed

Hello Freshdesk Team,We're currently in our trial period and comparing multiple helpdesk products.  I like your collision detection feature, but was disappointed to learn that it's not available on the cheaper plans our small company is interested in.  I'm wondering if there's any plans to implement the existing, or a light version, of it in the blossom plan.  We're not quite big enough to need Multiple SLAs, language support or any of the other high-end features associated with the Estate plan that would justify double the price. This is something that would very clearly sway us over to the FreshDesk camp of users as it's a feature that is hit or miss with other providers.Thank you,Vincent

3
aravind.sundararajan
7 years ago
Apprentice
uros.vogrinecApprentice

Seing who is "on" the ticketClosed

Is there any option to see who is on a ticket. If i click a ticket that i see who is working on it? Lets say HelpScout marks a triangle  when someone opens a ticket, does Freshdesk offer something similar so that i exclude that 2 people would be working on the same ticket?

2
aravind.sundararajan
7 years ago
Contributor
rafael.cintraaContributor

Notice of update for Ticket SummaryClosed

Create a notice of updates to Dashboard / Ticket Summary. The update notice should be similar to the mechanisms that already exist in: 1. Dashboard / Recent Activities: 2. Tickets / Detais :NOTE: We understand that the absence of an update notice in Ticket Summary cause a false impression of efficient monitoring.

3
aravind.sundararajan
7 years ago
Apprentice
rynerApprentice

Collision DetectionClosed

Currently, the "eye" option when another agent is either viewing or replying is not very evident. Furthermore, if you update a ticket, the pop up blocks that visual warning.  Is there a way to make this warning more visible to grab the agent's attention, and prevent double work on the same ticket? 

2
aravind.sundararajan
7 years ago
Apprentice
greg_10875Apprentice

"or Add new Requester" option when Editing a ticket.Closed

When you create/submit a new ticket you have the option to Add a new requester into the system at that time. See below.However when you are editing an existing ticket you have no such option. See below.Please add this option to add a new requester on the edit ticket page. Please!

2
aravind.sundararajan
7 years ago
Contributor
jmayhewContributor

"Edit" in Mint InterfaceClosed

There may be something fairly significant missing from the Mint interface (or we're just not seeing it). In the previous interface we had the option to edit the ticket via More > Edit.  In the Mint interface, we don't appear to have this option:

6
aravind.sundararajan
7 years ago
Apprentice
ross.bawlerApprentice

Allow editing of email ticket titleClosed

Currently if you send an email from Freshdesk you are not able to edit the ticket that is generated, even after the recipient has replied. What would be very useful is being able to edit the topic title so that if a customer replies with confidential information we can amend the title to say something such as 'Confidential'. This would also mean Freshdesk allows us to comply with ISO 27001 standard. Thanks, Ross

5
aravind.sundararajan
7 years ago
Apprentice
aurisonApprentice

Reports and dashboardsClosed

Hello, we need two improvements in freshdesk: 1- Custom Reports 2- Custom Dashboards The idea is that I can put together my own views. gratefulAurison Reis

4
aravind.sundararajan
7 years ago
Apprentice
elie.yacoubApprentice

Customized ReportClosed

wondering if there is a way to customize a report, or create a new report

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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