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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
bennyhoffjApprentice

Software Lic / Contract nestingClosed

I need the ability for nested subcontracts for the software module.I need software licenses tracking down to Business Unit level and have it role up into a master level contract.  The biggest part of the request is to have a nested struture in the contracts module.  Without the nest it will get out of control fast. For example,  I have 29 business units and 400 pieces of software. If i went the contract module i would have to seach through 12,000 contracts.  As it stands right now the software will do all the totalling up,  They just need to add the nested struture. ExampleContract 1  Adobe Pro 2017 (All subcontract total up in to main contract for a total of 20 licenses)         Adobe Pro 2017  subcontract Department 1 contract for 5 license         Adobe Pro 2017 subcontract Department 2 contract for 12 licenses         Adobe Pro 2017 subcontract Department 3 Contract for 3 licenses Contract 2       AutoCAD 22 (All subcontract total up in to main contract for a total of 13 licenses)                AutoCAD 22 subcontract Department 1 contract for 5 license                AutoCAD 22 subcontract Department 2 contract for 5 license                AutoCAD 22 subcontract Department 3 contract for 3 licenseContract N      Software Y                     Subcotract Department 1                     Subcontact Department 2

0
Apprentice
8 years ago
Contributor
craig_14155Contributor

Tags field scrolls out of viewClosed

When I am reading over a ticket with multiple replies such that the Tags field scrolls off the top of the screen and out of view, I have to scroll back up to add more tags which is really annoying. Please make the Tags field sticky (or that entire panel that shows the status & due date)  so that it is always in view or put it back in the ticket fields panel where I can easily access it.This is especially bad UX when you have a lot of replies and you have expanded them and have to scroll way too much to get back to the top.

0
Contributor
8 years ago
Contributor
d.nieuwendijkContributor

Alert if e-mail can't be deliveredClosed

If a customer has entered an e-mail address in our website's contact form, that doesn't exist, and we respond via Freshdesk in the ticket that has been generated based on the e-mail sent by the contact form, problems arise if the customer made a typo. For example, the customer entered daniel@hotmai.com. If we don't happen to notice this, we will just reply in FD. However, there doesn't seem to be any alert to us if the e-mail turns out to be undeliverable. As a result, we think the question has been duly answered, but the customer in the mean time is still waiting for an answer! Feature request: re-open a ticket if our response turns out to be undeliverable, with an alert in the ticket, about what happened and the the e-mail address should be checked.

2
aravind.sundararajan
8 years ago
Contributor
dloewContributor

Note Added By Another UserClosed

We allow anyone to submit a ticket directly to us.  We also allow our end-user admins access to these tickets via "Can see all tickets from this company" setting.When one of our end-user admins adds a comment, no notification is sent back to the original requester.  We have set up an Observer rule to send an email back to the requester when a public note is added, but this doesn't catch notes added by the end-user admin.  This does work properly when an agent adds a public note.Am I missing something or is this not possible?  Thx

2
aravind.sundararajan
8 years ago
Contributor
pmesritzContributor

Changing Email Content with "Add Note" on Notify AgentClosed

Is it possible to change the email contents on Add Note on Notify Agent? The email now says: XYZ person added a note and wants you to have a look  One major problem with the tool is that a private note with a reply by email breaks (https://support.freshdesk.com/support/discussions/topics/18815) when it's responded to by an agent.  What I'd like to do is update the email with a warning to say that any reply to this email will be a public comment and immediately notify the customer.  Without the ability to modify this, I'll run into problems of training. I haven't found the location for this email. Can anyone help?

4
aravind.sundararajan
8 years ago
Contributor
draContributor

Ticket fields on Portals with different languageClosed

Hi,We currently run two different portal via FD, in each their language, Danish and Swedish. I have edited the ticket fields for what customers need to fill out when submitting a support ticket. One of the tickets field is a drop-down menu linked to each support group with us, in order to place each subject in the right support group.However, ticket fields and groups are all linked back to the main language we have on our freshdesk account, which is quite inconvenient when our two FAQ portal are run in each their language. To give an example, the drop-down menu in question is currently for our support groups, which have been named in Danish, but for our Swedish FAQ portal, we need this drop-down menu to show support groups in Swedish. Can this in any way be changed so that we have the ability to change languages for ticket setup on each of the portals, or do we need completely different FD accounts for Danish and Swedish to make this work?Thank you in advance. / Danni

9
aravind.sundararajan
8 years ago
Contributor
darren.iwakiContributor

Fields visible to specific customersClosed

We have partners and customers.  It would be nice if we could allow ticket fields visible to certain customers.

2
aravind.sundararajan
8 years ago
Contributor
nikkiContributor

Ability to create form fields depending on the response collectedClosed

Freskdesk has been great; however, one of the things that we really need is the ability to ask for certian information depending on the type of request that has been submitted.  For instance, if we had a drop-down field called "request type" and if someone selected "new equipment", we would have fields that would be required and that may be different if someone were to select a request type of say "incident".

11
aravind.sundararajan
8 years ago
Apprentice
zoe.frearApprentice

Required ticket field dependant on Fields selectedClosed

Hi, Would it be possible to make certain fields which are not required as standard required based on certain field selections? For example I have a field as query type, I choose a certain query type and it then forces other fields to be required? Thanks Zoe

2
aravind.sundararajan
8 years ago
Apprentice
rewital.schneider-chashperApprentice

Custom Ticket Fields - enforce setting field before closingClosed

I have added a custom Ticket field to my Helpdesk.  The field is Mandatory.  If the user does not populate this field, it defaults to the first value in the drop-down list. --- Please add option to configure "no default value".  The User should not be able to Close or Resolve the ticket until this field is populated.

4
aravind.sundararajan
8 years ago
Apprentice
ccassettyApprentice

Requester name when submitting ticketClosed

Is there a way to make the requester name a required field when submitting a ticket? After they enter their email address a name field appears below it, but it is not required. I need it to be. My workaround is to create an additional 'Requester Name" field, but that makes two of them appear and does not look very nice.

2
aravind.sundararajan
8 years ago
Contributor
bart-jan.woltersContributor

Filter on ticket fields based on group (both customer and agent view)Closed

Hello,It would be awesome to be able to filter some ticket fields based on the group the ticket is currently in.This to make the views clean and keep it easy to fill in.We have multiple departments using the systemwith different required fields, yet all are visible for all departments currently.

2
aravind.sundararajan
8 years ago
Contributor
trace.symondsContributor

Ability to "Limit" Ticket Detail options by GroupClosed

We have been working to onboard other product support groups within our organization into one instance of Freshdesk.  For the most part we have been quite successful but one "ask" that comes up every time is for the ability to limit the custom ticket details fields by Grouping.  For example if we had a custom field called "User Group" and it only applied to the group supporting "Product X", then agents who are part of Product X would only see that field, not any agent of any other group. Along those same lines, we also use the same fields across products.  One particular field has more than 50 entries (it tracks the topic of the request).  As we add more products, this list grows.  My agents would like the ability to permission each option to one or more groups. Therefore, if one of the options is called "Login" and this option only applies to groups who support Product X and Y, be able to limit these choices to only be viewable to agent groups who support Product X and Y. Thanks for listening!

3
aravind.sundararajan
8 years ago
Skilled Expert
geirmundSkilled Expert

Multiple products and the Dynamic fieldClosed

Hi all, When it comes to accommodating multiple products, Freshdesk has nearly done it all - product-specific web portals, email notifications, SLAs etc. There is, however, one functional area that remains: product-specific ticket forms. With one ticket form shared by multiple products, all fields for all products have to be included. The new Dynamic Form is the solution BUT it needs to be liberated from its' default TYPE field. Why? As it is the only dynamic field on the ticket form I will drop its intended use for a higher purpose: getting a product-specific ticket form in place. This means that I will sacrifice the default TYPE values (Question, Problem etc.) for: Product A  Product B  Product C  This gives me the power to group the product-specific fields in to sections associated with the above products/types. Job done. Well, nearly. I do not want the end-user raising a ticket for Product A to have to select 'Product A' before revealing the product-specific fields. I want it to be pre-selected and I will use javascript to make this happen. This works BUT (developers, listen) the handler - jQuery('#helpdesk_ticket_ticket_type') - is not on pageLoad so I have to delay setting the value of the product/type field until it starts 'listening'. --I'll live with this for now but there is a better option. When you start using multiple products, a new field turns up at the account level ticket form: 'Product' - this should be dynamic.Thanks for listening.geirmund

3
aravind.sundararajan
8 years ago
Contributor
mark.erlandsonContributor

Product Based Ticket FieldsClosed

We use Freshdesk to support multiple products. Since products have different characteristics, we have created ticket fields that correspond to a particular product (but are not relevant for others). Freshdesk exposes ticket fields (default and custom) to both agents and requesters (portal) for ALL products. There needs to be a configuration option through the UI to associate fields to 1 or more products.  There are numerous posts on the Freshdesk discussions requesting this feature. It is difficult to correlate all of them since some people refer to this as ticket forms, but I assure you this is a necessary feature. I myself have opened tickets with support years ago and requested my issue be converted to a feature request.The responses I have received and seen on the portal suggest 2 solutions (both of which are unacceptable)1) use Javascript to specify which fields should be hiddenThis would need to be done at the Agent portal (which does not work with the new interface... we had this working and it broke with the new interface).  This would also need to be done for each product's portal (each portal would need this done for the "New ticket" & "Ticket details" portal pages).   If a new field is created, we must remember to revisit each of those pages and hide it or it will show (you specify what is to be hidden). Some of our fields are customer specific so this can expose information that should NOT be visible for other customers.Hiding fields with JS does not allow fields to be mandatory. If a field is configured as required/mandatory for an agent and is hidden for the agent with JS, the ticket cannot be closed. The field is required but is not visible to the agent.2) Use the 3rd party "Custom Ticket Fields" appThis will only hide fields for agents (not requestors through the portal). To hide from the portal we must hide with JS like the first solution (see above limitations).This app does not allow hiding dependent fieldsThe same problem occurs as the first solution where if a field is mandatory/required (but hidden for a product) the agent cannot resolve the ticket. The agent will receive an error of "Please fill the mandatory fields to resolve/close the ticket", however, the field is not visible to the agent. This renders mandatory fields useless, thus resulting in missing information.The folks at Honeybadger (the creators of this app) have done a great job implementing the functionality that it does have. It is easy to use and works well (with the exception of the aforementioned limits). I do have security concerns about allowing any 3rd party full access to our freshdesk instance. If a 3rd party wanted to export our customer list, I presume they could do so through these apps as I was not told what APIs are being used to make this app work. This is a major issue for us and has been plaguing our configuration for years. This functionality must be added to Freshdesk for editions that support multiple products. Relying on 3rd parties isn't an acceptable solution. My prior support interactions and forum posts gave me false hope that this functionality was coming soon, but it seems clear that this is not planned.Anyone reading this that feels the same way, please login and upvote and comment.  Or please educate me on a solution if I have missed something.

2
aravind.sundararajan
8 years ago
Contributor
info_13951Contributor

Custom Form Fields per ProductsClosed

 Hello, why custom fields form ticket cannot be set "per product" ? was more fast and easy way to add strange code every page as you can see on image, you can choise if field is visible/editable per products Thanks

4
aravind.sundararajan
8 years ago
Apprentice
duongtn34Apprentice

Product Based Ticket FieldsClosed

We use Freshdesk to support multiple products. Since products have different characteristics, we have created ticket fields that correspond to a particular product (but are not relevant for others). Freshdesk exposes ticket fields (default and custom) to both agents and requesters (portal) for ALL products. There needs to be a configuration option through the UI to associate fields to 1 or more products.  There are numerous posts on the Freshdesk discussions requesting this feature. It is difficult to correlate all of them since some people refer to this as ticket forms, but I assure you this is a necessary feature. I myself have opened tickets with support years ago and requested my issue be converted to a feature request.The responses I have received and seen on the portal suggest 2 solutions (both of which are unacceptable)

2
aravind.sundararajan
8 years ago
Apprentice
alexandre_12085Apprentice

File transfer on live chatClosed

Hey guys,Will be great if we can send files to customer by chat or receive files from customers by chat. This will speedup our support.Thanks.

7
aravind.sundararajan
8 years ago
Apprentice
juanApprentice

Customer satisfaction after a chatClosed

It would be really important for us to have a way to track the satisfaction after a chat. The system used could be the same as the satisfaction survey for tickets.

7
aravind.sundararajan
8 years ago
Contributor
jacob_14607Contributor

Sending & Receiving Files In ChatClosed

Does Freshdesk plan to add a feature for users & agents to send attachments/files to chat the help desk platform?  Looking forward to a reply

2
aravind.sundararajan
8 years ago
Apprentice
jeana.dejeanApprentice

Allow Screenshots in ChatClosed

We need to send/receive screenshots in Chat. The ability to show our users around the portal is not an advantage. We frequently have to create a ticket and have our customers chat and email us at the same time to show the issue they are having which is a huge inconvenience. 

3
aravind.sundararajan
8 years ago
Contributor
jacob_14607Contributor

Sending Attachments via LiveChatClosed

Hello, Sending Attachments via the live chat channel within Freshdesk would help service my customers better so they can send me screen shots of things that they are facing (Tech support) and also I can send them attachments such as forms, data & screen shots.  Does this plan to be added? 

2
aravind.sundararajan
8 years ago
Contributor
info_11971Contributor

Freshdesk eBay integration - eBay is blocking messagesClosed

At the moment there is no way to do eBay customer support on Freshdesk. eBay is blocking Freshdesk messages. eBay has been setup to accept sending messages from our support inbox and Freshdesk was setup properly to use same inbox. Here is an example of eBay message:==========Oops. We weren't able to send your message to XYZ, because the email address you used to send this message, bounces+20379-6cff-wookie_gyn2728uczg=members.ebay.com.au@email.freshdesk.com, isn't linked to your eBay account.==========Somehow eBay doesn't see that Freshdesk is sending messages using 'support@mycompany.com' addressThat should be fairly easy to implement.

6
aravind.sundararajan
8 years ago
Apprentice
ninjaitservicesApprentice

Team Viewer Integration RequestClosed

I wanted to see if you guys had any plans on integrating with Team Viewer Remote Support Software?  Thanks!

2
aravind.sundararajan
8 years ago
Apprentice
john_14181Apprentice

Netsuite ERP IntegrationClosed

Is this a possibility?  We are migrating to Netsuite ERP and SCA and currently use Freshdesk as our CRM.  Please advise

2
aravind.sundararajan
8 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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