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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
johannes.birkContributor

Reports on ticket statusClosed

is there a way to get reports on the duration of the ticket status ?for example : product A has an average time on "waiting for third party".

3
aravind.sundararajan
7 years ago
Contributor
marie.weston-smithContributor

Scheduling report runClosed

We would like the ability to schedule a report to be run & emailed at pre-set times, to pre-determined people. This would give us the following benefits:- time-saving, allowing us to get the same data to a group of people at once- enable point-in-time historical reporting, enabling trend reporting. We simply can't achieve this while we are relying on people remembering to run a report at the same time every day- allow us to provide consistent reporting to our customers, again not relying on someone to remember to send.Thanks!Marie

2
aravind.sundararajan
7 years ago
Apprentice
buttonit_78Apprentice

Schedule the reports to automatically runClosed

A really useful feature would be to shchedule the reports to run and be sent in an email rather than have manual intervention.  Ideally I'd like each agent to have their timesheet report sent to them each week, and for myself to have an overall delivered to me for inclusion in my weekly reporting to Directors.Please advise if this is possible.Many thanks,Chris

4
aravind.sundararajan
7 years ago
Apprentice
anthony.bullimoreApprentice

Reporting dataClosed

The reporting in Freshdesk doesn't really support our needs. An example is the phone reports do not exclude calls outside of business hours.If we could grab ALL the data available and dump it into excel each evening, then we could create any reports we like as quickly as we like?Would this be useful to others?

2
aravind.sundararajan
7 years ago
Apprentice
info_14223Apprentice

2 or more agents working on same ticket, Problem with notification when adding notesClosed

Hello Guys, hello freshdesk support team, we have got a big problem if two or more agents are working on the same ticket.the notification fails when we add a private note to another agent. Therefore we started to switch a ticket among each other anytime when a comment was added, so that the other agent is able to see the note. very annoying. Let's have an example: Person A is Agent of a ticket. He or she can only solve it by getting feedback of Agent B. So he or she leaves a private note in the ticket and notifies the Agent B. but the email notification fails in many cases, so we must change the assigned agent, so that Agent B can see the ticket and the added note. Then let`s say agent B is also adding a note for Agent A... so again also the assigned agent must be changed into agent a. There is no direct notification within Freshdesk. please guys take some minutes to read this topic here. i guess it is important, not only for us. meanhwile i have found many topics from other users, which seems to have the same problems. take a look below to these topics and postings: https://support.freshdesk.com/support/discussions/topics/311631 https://support.freshdesk.com/support/discussions/topics/110 https://support.freshdesk.com/support/discussions/topics/2787 https://support.freshdesk.com/support/discussions/topics/311394 https://support.freshdesk.com/support/discussions/topics/332 https://support.freshdesk.com/support/discussions/topics/307936 and forsure there exist much more postings from other users with the same question. But ofcourse each customer is writing in his own words and you guys from the freshdesk support seem not realize that they all talk about the same problem. Me and and my team we tried a lot of settings and scenarios out. we tested several email notification settings, we also tested several dispatchr rules scenarios.. and also we tested observer scenarios like mentioned by Freshdesk Admin Janani in the topic id#307936 but it does not work ! it fails for some reasons. i would like to write down here the facts again. more clearly: Main target : we want to notify other agents when a comment was added. ( ofcourse this should be done in freshdesk internally. not outside by a thirdparty mailbox or mail software... in easy words: the affected agent must be notified in some way when a private note was added to his or her tickets... and that agent must be also able to see this ticket in his dashboard. Idea: the best solution would be if the ticket comes up with an icon to indicate that a note was added... but even an email notification related to to affected agent would be fine. but it fails in freshdesk ! the problem is: once we use the "notify agents" functionality, an email will be sent out in real. it will also arrive to the email mailbox in external mailserver and mailsoftware like gmail etc... but these emails does not come into freshdesk. At least not in all cases. very often it fails. like you can see in the other topics reported by other users. Maybe it fails because of conflicts on different dispatchr rules. ok. maybe that is the reason. But it doesnt matter. we need a stable and good working solution. and the very best solution would be an internal solution in freshdesk itself. without email notification and without emails forwarding. Example: when an agent ( Agent A ) is adding a private note to a ticket and chooses another agent to be notified ( Agent B ), then this Agent B should see this specific ticket in his dashboard with an icon or any other indication that a comment was added. also when Agent B is adding a private note, and wants to inform Agent A, then that ticket should come up on the dashboard of Agent A again,with an indication that a comment was added. But the key is, this should be possible without changing the assigned agent! @ the whole community and @ the freshdesk support: please share with us your suggestions, your ideas and solutions and your experience. i really hope we can this done. Freshdesk is a great software, lets make it more better for the future. Thanks

6
aravind.sundararajan
7 years ago
Apprentice
elliott_melissaApprentice

Browser Extensions ?Closed

Any thoughts on browser extensions. Whilst I have Freshdesk open in a browser somewhere on my desktop, it would be good to see some sort of push notification appear in the browser toolbar as I usually get busy and forget to check my tickets.

2
aravind.sundararajan
7 years ago
Apprentice
debaccountsApprentice

Push Notification when a new ticket is coming inClosed

Goodday, I know it is frequently asked, but what it the status of the chrome extension, for a push notification when a new ticked is generated/a reply is sent.Kind regards

2
aravind.sundararajan
7 years ago
Apprentice
justin_11217Apprentice

Notification Area IdeaClosed

Hey,I am fairly new to Freshdesk, but I think it is a great system and general speaking I have nothing to criticize. An idea I had when one of our helpdesk team members was talking about how the activity summary is hard to get to was...Having a notification area that is always visible (or perhaps just visible on the 'tickets page'). The ultimate thing would be something similar to the notification area that Facebook has where it tells you when new notifications/updates happen within your Freshdesk.Does that make sense?Justin Showellhelpdesk.rubratec.com.au

2
aravind.sundararajan
7 years ago
Contributor
josh.thayerContributor

Schedule Export of Tickets Based on Criteria.Closed

It would be great to be able to schedule an export of a particular set tickets based on specific criteria. Use-case:  I need to create a report that Freshdesk currently does not offer, and I doubt would be able to due to it being specific to our needs. Since the report I create is not available in the system, I have to export the tickets to Excel that match my criteria, then turn it into a pivot table, and review the data to determine trends in the tickets.  It would be wonderful to just have that data pop-up in my inbox the 1st of each month so I can begin slicing and dicing it without having to do the monthly chore of going to the site, re-specifying all my criteria, and then exporting it.  Some examples of criteria I use are:  Ticket Creation Date - last 6 months. Menu Month (custom) - changes each month I have to pull the data, in Feb I pull the January Menu Month, in March I'll pull the Feb Menu Month. Menu Year (custom) - changes each year I have to pull the data. Category (Custom dependent list) Sub-Category (Custom dependent list) Item (Custom dependent list) Thanks for considering.

2
aravind.sundararajan
7 years ago
Contributor
chuck_15113Contributor

Visibility of tickets when not in the groupClosed

This is half feature request and half "is this possible now"?The setup:I have two products/groups (say Support & Sales).I have agents assigned to each product.I want agents in the Sales group to be able to search for a customer, and see the tickets for that customer that are assigned to the Support group, but I don't wan't them to be in the Support group and see of the tickets in their dashboard and such by default.Right now, nobody in the Sales group can even see tickets assigned to Support.(Tier 1 vs Tier 2 may be a better example. Tier 1 can see tickets assigned to Tier 2 so they know something has been escalated if someone calls in, but their job isn't to fix Tier 2 issues, so it doesn't show up in their queue)

4
aravind.sundararajan
7 years ago
Contributor
daniel.youngContributor

Customizable Live PanelClosed

Hi, So allowing us to create our own BI/Dashboard that is updated when we want with what we want. So we can create "Widgets" with different Charts using any of our data, we can set how often to update that chart, any filters, e.t.c. then we can put this on the Big Screen in our area and let people look at it online (With user permissions). Thanks Dan

2
aravind.sundararajan
7 years ago
Contributor
adam.feldmanContributor

Admin Snapshot - Custom Dashboards with Full Filtering and DesignClosed

It is quite hard to make use of the Admin Snapshot page when you have more than 5 multiple products. I recommend to give us the ability to customize the size of the charts. Also, it would be great if you can add more filtering options, as what is shown is usually not helpful.

2
aravind.sundararajan
7 years ago
Contributor
jared_14403Contributor

Reorder report columnsClosed

Small feature request: Add ability to rearrange and save the column and sort order for both custom reports and for the "unresolved tickets" view that is accessed on the top-right corner of the dashboard. Right now, seeing the ticket totals all the way to the right (where you have to scroll to see them) isn't effective from a supervisor standpoint in saving time. It's a cosmetic difference, but as admins and supervisors monitor agent performance, being able to change the appearance would make it easier to see this information at a glance. Thank you!

3
aravind.sundararajan
7 years ago
Apprentice
ross.masonApprentice

Email non delivery reportsClosed

It would be great if when replying to tickets outgoing emails that could not be delivered were displayed in the ticket. For one of our current projects people tend to sign up with fake email addresses. When we contact them often the email isn't delivered. When this contact is through FreshDesk we don't know if they have not replied to us because they were ignoring the email or because the email was fake and was not delivered. Because of this we are looking for alternate solutions for this aspect of our syste,

4
aravind.sundararajan
7 years ago
Apprentice
nbhloginApprentice

Make email subject lines GMail friendly by allowing subject line templating everywhereClosed

Emails containing square brackets [] in the subject line confuse GMail. When the conversation view (default) is used GMail ignores anything inside square brackets. Like the standard ticket id that is formatted like this: [#{{ticket.id}}]. This means that all email with the same subject line is added to the same conversation, because is has not been differentiated by the ticket id. This is probably not what you would want when referring to separate tickets. This occurs for us as we use website forms to create tickets - they have the same description in the subject line.One possible solution would be to allowing email subject line templating everywhere so we can choose the format of the subject text as needed by the use case.With the system as it is today this would involve changing the email reply template and adding an email forwarding template.

2
aravind.sundararajan
7 years ago
Apprentice
nbhloginApprentice

Make email template functionality consistentClosed

I'd like to be able to control the consistency of emails sent by the help desk so that our customers see a consistent image from us. After all they see a body of correspondence in one screen and variations in style are very obvious.Email templates appear in various forms:- Agent Notifications- Requestor notifications- Reply templates- Dispatch'r rules- Supervisor rules- Observer rulesSome of these allow you to specify the content of the subject line but others do not.Some of these allow you to format the text in the body of the message but others do not.And Forwarded messages do not appear to have the ability to template any of these, subject line or body.

5
aravind.sundararajan
7 years ago
Apprentice
david.tredinnickApprentice

Agent Reply Template - Cursor PositionClosed

When replying to a user ticket the Hi {{ticket.requester.name}}, appears correctly and is a timesaver.However the really annoying thing is that the cursor appears at the start of the same line and requires a click or keystroke or two to position it correctly before starting to type.I have tried to reposition the cursor starting position by editing the Reply Template but to no avail.On what is supposed to be a timesaving feature this is a real waste of time

19
aravind.sundararajan
7 years ago
Contributor
selleckjContributor

First Name or Salutation field for ContactsClosed

Instead of using Full Name, we want to be able to include just the contacts first name or a salutation that the customer prefers to be named.My name for example, instead of Dear James Selleckwe would prefer just the first name,Dear JamesThis is the normal way of addressing clients in correspondence for us.

2
aravind.sundararajan
7 years ago
Apprentice
travisApprentice

Ability to insert images into NotificationsClosed

Can we have the ability to insert images into the Notification emails like we can in Solutions and Canned Responses?

2
aravind.sundararajan
7 years ago
Apprentice
info_15036Apprentice

Create option in templates where to put the CURSORClosed

Create option in templates where to put the CURSOR On default reply template please create a method/option to define where the CURSOR should be placed in the message so one can start typing right away https://snag.gy/P2T3EX.jpg

2
aravind.sundararajan
7 years ago
Contributor
mworlandContributor

Email commands for ticket creationClosed

Are we any closer to getting this ability? 

22
aravind.sundararajan
7 years ago
Apprentice
dkeelerApprentice

Email FROM: headerClosed

Is it possible to set the username in the FROM header to the person sending the email?So if a customer sends a reply it would comeFROM: Customer Name <support@mycompany.com>and when the agent replies the customer gets the emailFROM: Agent Name <support@mycompany.com>This way inside the email client, the agent and the customer know who sent the email to them instead of showing up as Help Desk or Support Desk or whatever.

2
aravind.sundararajan
7 years ago
Contributor
grairanContributor

Auto Reply Email per User's GroupClosed

Use case:I have x amount of agents. Some are in TS Group, others are in the FE Group. I'd like to set the default reply email per user's group, not just what is the default from when the ticket is created.Example:Stephanie, from TS, created a ticket. When she replies, the default email comes from the TS Group. When Mike, who is in the FE Group, replies on that ticket, it is still default in the Reply From: field as coming from the TS Group, even though he's not in that group.

2
aravind.sundararajan
7 years ago
Contributor
sean.schroederContributor

Separate Activation emails for multiple productsClosed

It'd would be great to allow custom activation emails and a welcome message for individual products. We have 3 separate products with different content we'd like to email to every user when they sign up. I looked at Email Notifications, Dispatch'r, Supervisor, and Scenario Automations but couldn't figure out a way to send an email upon user creation or activation. Is there a way to do this that I'm not finding?

9
aravind.sundararajan
7 years ago
Apprentice
ian.mcmillanApprentice

Public Note notificationsClosed

Currently it is not possible to receive e-mail notifications of Public Notes on tickets.For customers who have access to all tickets in their organisation, when they reply to a ticket they did not create, the reply is logged as a Public Note.  This means we have no visibility of any such replies unless we monitor tickets manually.Can it please either be made possible for e-mail notifications of Public Notes to be sent, or for such replies to be logged in Freshdesk as Replies instead of Public Notes?Thanks,Ian

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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