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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
ben_strachanApprentice

Napier Mobile Number FieldClosed

Can you please provide mobile number field access to zapier? This will make SMS integration lots easier. 

1
aravind.sundararajan
8 years ago
Contributor
rajendra.bhupathiContributor

FreshPlug for Zoho CRMClosed

Hi,I would like to sync my Zhoho CRM contacts with Freshdesk contacts. Every Day i have new customers registering / sending email to my helpdesk and tickets are opened, I wanted to push the new contact details to Zoho CRM.RegardsRajendra 

4
aravind.sundararajan
8 years ago
Apprentice
andrewoldApprentice

Integration with quickbooksClosed

Integrate with quickbooks installed version.

2
aravind.sundararajan
8 years ago
Contributor
tristanContributor

Exchange Magento customer & order information with FreshdeskClosed

We would love to see the Freshdesk Magento extension expanded with the following features:1. Allow exchange of customer contact information from Magento to Freshdesk2. Allow exchange of order/invoice/credit memo/shipment information from Magento to Freshdesk (connect a ticket to an order/invoice/credit memo or shipment)3. Allow to create a new Freshdesk ticket straight from the Edit Customer page by clicking "Create New Ticket" button(index.php/admin/customer/edit/id/CUSTOMERID/)

3
aravind.sundararajan
8 years ago
Contributor
thomas_14589Contributor

Add Trello as a supported appClosed

As JIRA and Github issues are today supported ... We would need a way to Create a Trello card from a Freshdesk ticket, and have a link back from the Trello card to the ticket. Thanks! Thomas

3
aravind.sundararajan
8 years ago
Contributor
sean.yContributor

Google Drive Attachments when Submitting a TicketClosed

We we are a G Suite SMB in the franchise space. All of our customers (franchisees) are on the same domain, and we want to ensure we keep all assets in the Google ecosystem. It would be awesome if users submitting a ticket through the portal could attach Google Drive attachments (as a drive links) with the submission. 

0
Contributor
8 years ago
Apprentice
schwerzmannApprentice

Integration into OneDrive/OneNoteClosed

As we host all our data and knowledge on OneDrive/OneNote, an Integration for Solutions and Customer Descriptions into OneDrive and OneNote (O365) would be warmly welcome.

2
aravind.sundararajan
8 years ago
Contributor
chaseContributor

How do you get people to create an account on your site before freshdesk when using SSO?Closed

I want my support portal to work as seamless as possible for my clients. So I don't want them to have to have two login accounts, as it stands there is one for my site and one for the Freshdesk portal. I plan on using SSO which allows them to sign into the portal using their account on my site. But if they don't have an account yet, and they end up on my support portal first, what's the best way to have them register on my site instead of on the support portal?  My initial thought is to turn of new accounts and then on the sign in page add a register button or something that pops up my webpages account registration page for them to register on my site first.  Has anyone else found an elegant solution for this? If not, could this be a feature that is added to load your websites registration page?

3
aravind.sundararajan
8 years ago
Apprentice
hari_radApprentice

Active Directory integrationClosed

I have been trying out the trial version since last 2 days and I must say it is very easy to set up, intuitive In order for me to convince my colleagues, I would like the following features a. active directory integration - some way for our Microsoft Exchange/Outlook email ID, phone#s etc to be automatically loaded as Customers we do not want to create a .csv file to load contacts

2
aravind.sundararajan
8 years ago
Apprentice
sean_14998Apprentice

Integrate Let's Encrypt For SSL or allow us to manage our own CertificatesClosed

Your pricing for SSL for a year $180 is unreasonable.  Especially when so many low cost / no cost options are available.   1) Integrating Letsencrypt would enable custom URLs to be secured with SSL immediately and for free.   2) If a customer needs a better certificate, let them purchase and manage it themselves.  Having to wait 5-7 business days to get a shared DigiCert isn't cool.

9
aravind.sundararajan
8 years ago
Contributor
daniel.youngContributor

Add the ability to Search for a Company or CustomerClosed

Hi, I would like to be able to Search for a Company or Customer. Thanks Dan

4
aravind.sundararajan
8 years ago
Apprentice
gopalApprentice

Wildcard search option for the company's and customers.Closed

All the new features that i noticed today are seems to good. we have been requesting one additional feature for very long time but no response. We need a wildcard search option for the company's and customers. Reason being, we have 400 companies, and every time we have use the alphabet to find customers which is really hard or some times we know only the customer last name. It is hard to find the user. Also if you provide search option for customer, and if you type the domain, we need the users belongs to it.

1
aravind.sundararajan
8 years ago
Contributor
ruth.cheesleyContributor

SLA start/end dates, contract docs etc stored against companyClosed

It would be really useful to be able to enter the start/end date of support agreements for companies, and potentially to store (for admin reference) their contract/s and/or signed SLA's for ease of reference? Also to be able to tweak SLA's to each company would be useful.   Ruth

18
aravind.sundararajan
8 years ago
Contributor
yishaiContributor

upload files to costumers detailsClosed

When managing my clients I would like to have as much relevant info about the client in the system. Uploading documents and files will allow us to manage the entire client folder online 

2
aravind.sundararajan
8 years ago
Apprentice
susan.marxApprentice

New Company Address FieldClosed

Hello, We are interested in having the Company fields similar to the Contact fields. Instead of adding the Company address in the description, it would be beneficial to have those fields be discrete. Thanks,Susan

1
aravind.sundararajan
8 years ago
Apprentice
kkellyApprentice

Adding More Fields to Company InformationClosed

Hi, It would be most beneficial to amend the company information form to add more fields, for example I have 50 customers, each one is given a specific version of software. It would be great to add who the main contact is for the company, IT contacts for that company and what software and version they are using. Is this something that can be done already or planned for the future. Many thanks for the great product, I am enjoying it at the moment. RegardsKaty

10
aravind.sundararajan
8 years ago
Contributor
kevinContributor

Custom fields for contacts and organizationsClosed

Hi I noticed this is "in progress"  is there any news as to when it might happen?comments are generally closed so one has to assume it is imminentSome feedback would be niceI dont really need (or want) a full CRM if my helpdesk held sufficient info as far as clients wentFreshdesk is nearly there and i am surprised they havent pushed that extra step

17
aravind.sundararajan
8 years ago
Apprentice
robert.hauApprentice

Custom Fields per companyClosed

In some cases we have some custom fields that apply only to certain clients, but we would like to have them not available for certain compaines

21
aravind.sundararajan
8 years ago
Contributor
simon.bradleyContributor

Add Attachments to Customers - CompaniesClosed

It would be a great feature to be able to add attachments against the companies in the customers - companies tab. Its great how you can add custom fields etc but it would also be great to add attachments relating to that customer.

3
aravind.sundararajan
8 years ago
Contributor
crystalContributor

Create SEARCH filter to locate customers: by domainClosed

I currently have no way to search for customers that sign up unless I know the entire email address. Provide a method to search by a partial entry using *

2
aravind.sundararajan
8 years ago
Contributor
julien.paillardContributor

Show "All" Customers by defaultClosed

Would it be possible to please show "All" customers by default in the Customers' tab, rather than just "Verified" customers.  What would be even better would be to make this default configurable.We do not make our customers verify their email address and as a result all of them are "Unverified".  It is a bit tedious to always have to switch back to "All" to view them in the customer's page, so a change of default would be much appreciated.

2
aravind.sundararajan
8 years ago
Contributor
eiren.smithContributor

Button to create new ticket for currently open CustomerClosed

When I'm in a Customer record, I'd like to have a button to create a new ticket with the current customer as the requester. Is this something you guys are looking to add? Seems simple and useful.

5
aravind.sundararajan
8 years ago
Contributor
darrylContributor

Hyperlink existing email address on contacts page to save time when wishing to email them.Closed

Sometimes you are looking for the name of someone in an organization and you find the person in the contacts section. Then you want to email that person but you have to copy the email address into a new email. It would be preferred if the email address inside the contacts page was a live hyperlink that brought up a new email inside Freshdesk with the email address already entered.  It would be a nice time saver.  Thanks,

3
aravind.sundararajan
8 years ago
Apprentice
lars.kristian.hansenApprentice

Ticket from Contact formClosed

we would like to hav a button on the contact form that creates a new ticket with the requester field filled out. Has any one done this kind modification? 

4
aravind.sundararajan
8 years ago
Contributor
vinnie.burtonshawContributor

Customer support hoursClosed

Is it possible to have a countdown or a notice when a customer uses all of their purchased support hours?

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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