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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

Subcontracts that total up to main contractClosed

In the contract module. I would like to have the ability to have nested subcontracts.Example:Contract    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 I need to track cost, ownership, and compliance down to the department level, not just the organizational level. 

0
Apprentice
8 years ago
Contributor
c.payneContributor

Analytics Date and Time fields group by YearClosed

Would it be possible to add Year to the Group By, Date and Time fields, and possibly also include Quarter + Year, and Month + Year?  Currently reporting on several years of data and, for example, grouping by Month, there's no way to differentiate between January 2017 figures, January 2016 figures, or 2015 figures.  By Quarter seems to be the largest time frame grouping available currently, meaning that any reports on a time frame of over a year are generally misleading, inaccurate, or irrelevant. 

0
Contributor
8 years ago
Apprentice
tim_12846Apprentice

Trello "PowerUp" for FreshdeskClosed

There's a Trello "PowerUp" for Helpscout, but not one for FreshDesk. I know there is a "FreshPlug" for Trello (https://support.freshdesk.com/support/discussions/topics/311073) but that is just a one-way communication to create a card in Trello (useful).the HelpScout "PowerUp" in Trello also updates the Trello card with information:What Powerups look like in Trello (these powerups are only available if you have a Trello Business subscription)It would give FreshDesk visibility within Trello FWIW.You should talk to Trello...

10
8 years ago
Apprentice
joey.salazarApprentice

Better Arcade controlsClosed

My team loves the arcade and they are frequently checking their profiles and having competitions to see who can get the most points.  I'd like it if me as an admin were able to manually give points, and badges.  The functionality is there to create our own badges which is fine but the criteria is still locked to FB.  As an example I held a contest last week for a group of 8 techs.  The stipulations were you had to resolve 100 tickets in a week AND be in attendance all week.  The ability to make the 100 tickets is there however the attendance requirement is not.  If I had the ability to give badges as I saw fit we would use them quite a bit more.   There are also times where I'd like to award a tech with X amount of points that would be great as well. 

0
Apprentice
8 years ago
Apprentice
gonzalo.morillasApprentice

Message not delivered - Resend buttonClosed

As a: Freshdesk userI want to: be able to easily edit and resend an email that has failed to be delivered.So that: I do not need to hit on Reply, Copy-paste the text of the original not delivered message into a new reply and click on send again.At the moment, if a ticket reply could not be delivered, we show an error message that says the user should try again later. However, "trying again" means clicking on Reply, copy pasting the content of the original message and then clicking on Send. That's a very long way which could be easily be solved with a "Resend" button.

0
Apprentice
8 years ago
Apprentice
beheerApprentice

Use signature per productClosed

Is it possible to use a picture or header to customize emails?We use product to service projects of different clients. Therefore we use rules (dispatch)to send out mails as confirmation of new tickets. These are not HTML text. Is there a way to implement a logo/header in this per product?In the signature of answers in mails we would like to add a logo. Is this possible to automatically do this *per project*?With regards,Femke

13
aravind.sundararajan
8 years ago
Contributor
scantrellContributor

Mint: Enable option to open notifications in a new tab / windowClosed

Mint Feature Request:   Recommend enabling the ability to Right-click the notification and display the option to "Open in new Tab [Window]".   When viewing / working in a ticket and a user wants to view a notification in a new tab (to retain the present position in the current ticket), this is currently not an option.

3
aravind.sundararajan
8 years ago
Apprentice
juanApprentice

Multiple Shopify accountsClosed

We have two Shopify accounts, one for the US/$ purchases and the other for Europe/€. At the moment only one of those accounts can be integrated to Freshdesk, but it would be important for us to have both accounts as we had when we used Zendesk.

1
aravind.sundararajan
8 years ago
Apprentice
shawn_14058Apprentice

Forward emails into existing ticketsClosed

I see workarounds, but no built in native solutions. PLEASE - there should be an easy way to take any email and forward it into Freshdesk to have it automatically attached to an existing case. It should not change the email address, it should not notify the customer that a public ticket was sent, it should be able to be marked as private etc...I'm find with using "shortcuts" to help assign that it's a private note etc... but there is no easy way to have it assign to the existing ticket unless the email is changed - which I don't want to occur. I want to have everything remain the same as the original email.

0
Apprentice
8 years ago
Apprentice
k.burivalApprentice

Short FeedbackClosed

 Hello Everybody,one of our customers left a brief feedback regarding Freshdesk that I wanted to share.It's to ideas for improvement:your Freshdesk help platform swallowed the first note I typed, with a error message “not authorised to make a note”. It would be helpful if along with an error message like that you would paste my input text, so that I could copy paste it and not have to re-type the whole thing. And stripping trailing spaces from an email address should mandatory behaviour of an online form.Would be awesome if you could follow his advice, would definitely make for a more pleasant end-user experience.Please let me know in case there's any questions.

0
Apprentice
8 years ago
Apprentice
kelly.meehanApprentice

Convert Tickets to Forum ItemsClosed

We would like the ability to individually or bulk convert Freshdesk tickets into Forum items, specifically Feature Request Forum items. This ability would be available to target Agents or Groups of Agents. Permissions to do so should be broken down such that individual ticket conversion  and/or bulk ticket conversion can be applied to an Agent, Agents or Group.

18
8 years ago
Contributor
selleckjContributor

Edit and remove entries from the CC field when replying to a customerClosed

We have clients making a habit of ccing many people in their support cases, sometimes cc'ing our internal staff and account reps.Also, sometimes someone will cc to an address like john@our_client.com . When it gets to their email server and into Outlook.. it figures out that job@our_client.com is one of their own email addresses and it tidies it up with the display name - for example "John Smith <john@our_client.com>"  . Then when this comes back to Freshdesk - it does not recognise this as the same address and now I have both john@our_client.com and "John Smith <john@our_client.com>"Overtime, the Freshdesk builds up a heap of cc and everytime when I edit them out - they are back in there the next time.I dont want support tickets cc'd to everyone all the time. We need to be able to edit these out and have them stick.THanks

12
aravind.sundararajan
8 years ago
Contributor
matt_13504Contributor

Preview image attachments in ticket viewClosed

In GMail and other email clients, any image attachments are displayed with a thumbnail for quick preview.This is a very important feature for a helpdesk as customers will attach several  images to illustrate their issue and it is difficult to refer to the correct image without opening all attacments.

15
8 years ago
Contributor
mellestadContributor

Better ticket dashboard?Closed

Hello,Is there a way to get a more comprehensive display of unresolved tickets? It's very difficult for our team leads to monitor what's going on when they can't see other ticket metadata in the dashboard like group, priority, last updated by, due dates, last activity dates, and being able to "group" the ticket display by agent or group are all missing.You can export or make analytics reports that show everything you need but that isn't interactive so isn't very helpful.Has anyone been able to use the API or anything to make a more useful dashboard?

0
Contributor
8 years ago
Apprentice
lcuttillApprentice

Group customers for access rightsClosed

 It would be hugely helpful to be able to define types of "customers" and group them for purposes of access rights.  We use our support portal for pre-sales support, where they're technically a prospect, for ongoing maintenance & support, where they'd be a customer, and for our partners, which are neither, but still individuals we need to provide support to. As you can imagine, for each level - prospects, customers, and partners, they have access to increasingly more technically in-depth information.  Right now, for everything that I want customers to see, but not prospects, I have to list out all of our customers (which is an ever-increasing list) into the "Visible to" field. This is a big hassle and VERY error-prone.

3
8 years ago
Apprentice
aaron_15869Apprentice

Ability to Collapse and Expand Notes within Ticket, and remember the settings!Closed

Some tickets can get quite long.FreshDesk already does a nice job of collapsing everything between the ticket definition and the last three notes:But some times there is a Note inside that "Expand" that I always want to read, and other Notes that are basically meaningless at this point.It would be nice to be able to somehow indicate which Notes are important and should always be visible; sort of like making them "sticky", though not necessarily pulling them out of the timeline.Cheers,Atg

0
Apprentice
8 years ago
Apprentice
contact_14873Apprentice

Pass in data (query strings) to Solutions Portal to pre-populate ticketsClosed

I would love to be able to add query strings and data to my Solutions Portal url when customers open it so that if they do end up clicking to open a ticket after browsing the solutions portal it will pre-populate with some helpful information about them. Like user-id, device, app version, etc

2
Apprentice
8 years ago
Contributor
gwelstedContributor

Automator steps for SolutionsClosed

Add entries for solution in automator so we can perform tasks when solutions are created/updates etc

0
Contributor
8 years ago
Contributor
petezContributor

Merge Tickets Actually Merges TicketsClosed

In the years since we moved over to Freshdesk, this hasn't become any less of any issue for us. When merging 2 or more tickets, it is of no value to us for multiple tickets to still exist. The reason we merge tickets at all is so that only 1 ticket remains with all relevant data. It messes up our ticket numbers to have more than 1 ticket assigned to an agent, so we had to create a fake agent just to assign those left over merged tickets to. This is really inconvenient, and honestly, I can't think of a single reason why we or anyone would want it to work the way it currently does.

3
8 years ago
Apprentice
sian.middletonApprentice

Lock Agent Portal for SSOClosed

Would it be possible to add a feature to restrict users to the Customer Portal only when using SSO? That way we could make agent portal only available to users who logged on via baseUrl/login/normal, which would be a very useful feature for us. Many thanks.

0
Apprentice
8 years ago
Apprentice
neil_17291Apprentice

Bigger or Better User Activation link message at sign-upClosed

Had a complaint from a user that they didn't notice the message that an Activation link had been sent to their email address, so they got confused with the sign-up process. Message is indeed rather small and easy to miss, and they don't have great eyesight, so a more prominent message - either larger or a pop-up box - would help them, and indeed others with less than perfect eyesight. So from a usability/accessibility point of view, such an improvement would be beneficial.

0
Apprentice
8 years ago
Apprentice
tchotoApprentice

Custom Email Template Add on for Mozilla's Thunderbird Email ClientClosed

 Greetings!Does anybody have the know how or can you direct me to resources I would need to create an email add-on/ button within the Thunderbird email application, that when activated will present a Freshdesk ticket template that users can fill in and send - all from within Thunderbird.

0
Apprentice
8 years ago
Contributor
jeff.famatid

Send email to Internal Group or Internal Agent in Observer RuleClosed

In the observer rule, there is no option to email an Internal Group or Internal Agent with tickets that are Shared.  Internal Group/Agent is a ticket property.I'd like to notify the Internal Group assigned to the ticket rather than the Assigned Group/Agent when as a specific event occurs.

0
Contributor
8 years ago
Apprentice
scott_12673Apprentice

open app on link with androidClosed

Often I'm sent links to tickets via IM when I'm on my phone. Is there any way to have the freshdesk app open the ticket rather than my browser? Other apps handle HTTPS links with regard to their domain URL so I know such functionality is possible. I'm on Android.

5
aravind.sundararajan
8 years ago
Apprentice
decoremlogoApprentice

Shortcut to edit costumer nameClosed

I recommend a shortcut so we can edit the costumer name while in the ticket. This will be better when we their names as a placeholder  specially in automated responses.Today we have to click on the costumer "name" on the side > press edit > change and save the correct name > go back to the ticket.The suggestion is to change it without leaving the ticket page

3
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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