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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
sangApprentice

Lock Ticket Fields after CLOSEClosed

I don't see a way to lock out ticket fields AFTER a ticket has been closed?  We want customers to be able to set Priority and Type -- but after tickets are closed, we do not want anyone to be able to change this information.  If anyone has accomplished this, please let us know! Thanks in advance.

1
aravind.sundararajan
8 years ago
Apprentice
info_12969Apprentice

Show only the canned responses belonging to the group of a specific ticketClosed

We have 7 brands and all of our agents need to handle them. Per brand we use about 7 different folders with Canned Responses. When replying to a ticket it gets very confusing since you need to scroll down like 42 different canned response folders.   Please add a feature too only show the group Canned Responses of the ticket which is being handled.  

1
aravind.sundararajan
8 years ago
Contributor
nicholasbContributor

Time entry 'Note' text field - increase to a size that is usableClosed

Currently the 'Note' time entry text field is so small, it's a joke - especially when writing up detailed time reports.  Please increase the size of the text field to make it more usable. The ability to 'click and drag' the text field to a custom size would also be welcome.

1
aravind.sundararajan
8 years ago
e.feurich
Contributor
e.feurichContributor

Need for tickets per customerClosed

We have a SLA with our customers that gives them 3 free support tickets per year and the others are billable. Now I need to find a way to automatically see how many tickets a customer already has registered per year or per SLA period. Is there away of doing this with the standard portal? Regards, Eric

1
aravind.sundararajan
8 years ago
Contributor
d.nieuwendijkContributor

Quickwin: Window to search canned responses is too smallClosed

This is a very quick quickwin, I would imagine. Make it so that the overlay window where you find and choose a canned response is enlarged. The crampedness of the current implementation actually hinders productivity, in my experience.

1
aravind.sundararajan
8 years ago
Apprentice
zandiApprentice

Ticket assignment in dispatch'rClosed

I see in older articles - https://support.freshdesk.com/support/discussions/topics/32910 that you were able to assign tickets to agents based on events. We'd like the system to auto assign a ticket to the agent who replied or opened it and are unable to figure it out using the current Ticket, Contact and Company fields. Is this no longer possible?

1
aravind.sundararajan
8 years ago
Apprentice
kevin_15428Apprentice

Show tags of Customers in the Requester'ss infoClosed

https://drive.google.com/a/chefremi.com/file/d/0B4qvJqhCm8qCLXpjZ1VtRC1QMWs/view?usp=drivesdkI have just sync our Google Contacts into freshdesk and imported the tags we used. Freshdesk already supports it, I would just like to show it in the requester's info of every ticket I think this is a simple feature to do since the system already supports the customer tags Hoping you could see this Thanks

1
aravind.sundararajan
8 years ago
Contributor
roberto_garciaContributor

Integrate Internal Agent and Group in ticket view report.Closed

Allow to add "Internal Agent" and "Internal Group" as an additional field when exporting tickets from the ticket view.

1
aravind.sundararajan
8 years ago
Apprentice
_15716Apprentice

Custominize Products for CustomerClosed

Hi, Team. I hope you're doing well. Currently, we're working in IT Management Course and how final test we need to create the Incident, Problems, Know base Management but our real problem we would like to add a new field in Customer Tab where we can add products for each client.  Also, we would like when customer create a ticket should appear the products that they have created in customer tab. Do you know if this kind of thing can be possible create in fresh desk and how we can do it?. Any advice can be the help. Thanks for your help. Regards.

1
aravind.sundararajan
8 years ago
Apprentice
bhoppeApprentice

run supervisor rule on old ticketsClosed

 i set up a rule to mark certain tickets as resolved after s set time ( 120 hours ) didn't seem to work. now these are still pending.  can i run the rule on the old tickets or make a new one to close all of these?

1
aravind.sundararajan
8 years ago
Apprentice
mughalrulesApprentice

Open Live chat widget when custom link is clickedClosed

i have website where live chat widget is working but i want to open Live chat widget on custom link  for example :- --> This live chat (http://prntscr.com/fkml6b) open when someone click over it (see screenshot) but i want to open live widget popup when someone will click on this (http://prntscr.com/fkmlp8) icon thanks  Ameer

1
aravind.sundararajan
8 years ago
Contributor
eiren.smithContributor

Measure feedback widget popularity with our customersClosed

I'd like to know if a ticket was created via the feedback widget on our web site, or if it was created via the portal page. This way we can measure the usefulness of the feedback widget. Is this possible?

1
aravind.sundararajan
8 years ago
Apprentice
knorfleetApprentice

Can I report on custom fieldsClosed

Evaluating product and would like to know if I can report on custom fields or not.

2
aravind.sundararajan
8 years ago
Contributor
josh_15767Contributor

Customer Desk TabsClosed

It would be great if we could add custom tabs to the Agent Portal that would load content either (a) from another site (iframe or ajax) or (b) from content stored within Freshdesk. (This would be comparable to Parature's Customer Service Desk Tabs feature.)

1
aravind.sundararajan
8 years ago
Apprentice
hjeffriesApprentice

Scroll FreezeClosed

Currently when viewing any tickets the app is frozen at the ticket informaton: Ideally this would freeze higher so that the dashboard, tickets, customers, search, etc. appears at the top.  We consistently find ourselves scrolling and jumping around. We understand that clicking on the pencil option brings us to the top of the page, but this adds an extra click and isn't as beneficial. If the page froze at this other level this would greatly decrease our time.

1
aravind.sundararajan
8 years ago
Apprentice
matthieu.giorginiApprentice

Export emails and identify spamClosed

Hello Is there a way to export emails and identify those which are spam? I need to export and import our freshdesk emails into our CRM regularly but I don't want to import the SPAM ones. Thanks

1
aravind.sundararajan
8 years ago
Apprentice
it_17301Apprentice

Access to Freshdesk support from company admin siteClosed

This previous topic: https://support.freshdesk.com/support/discussions/topics/2773 was never actually solved, the admin just said it existed without providing any additional support or direction except that it's at the bottom of the screen.  Please provide a screenshot of how we can send feedback directly to Freshdesk support from our own admin accounts?  It is not in ours as per the attached screenshot.Freshchat does a great job of having chat available for admin support while in our own agent admin space.  Would it be possible to add this functionality to the admin site of freshdesk? It would be hugely helpful to be able to chat with a freshdesk agent inside our own sites instead of going to the freshdesk support page and flip back and forth while trying to fix an issue.

2
Apprentice
8 years ago
Contributor
eiren.smithContributor

Single-click to add myself to watch list for current ticketClosed

Could we please make it a single-click action to add myself to the watch list for the current ticket?

5
Contributor
8 years ago
Contributor
joe.stacavichContributor

Pasted Excel SheetsClosed

Customers have complained that pasting an Excel sheet into a ticket reply creates quite a mess, they gave a possible solution..p-desc {overflow-x: scroll;}Said we could add that to the CSS, so that scroll bars are present instead of making the text go off the screen. Not sure if that is something you can add to the back end style sheet or not.

2
8 years ago
Contributor
roberto_garciaContributor

Observer - Tag Even Performing AgentClosed

An observer tag that will tag the event performing agent instead of the assigned agent (or internal agent).

3
Contributor
8 years ago
Apprentice
mwoodstrupApprentice

Assigned toClosed

When you click on a active ticket, and have the "properties" window to the right... why can we see WHO it is assigned to without clicking on the arrow?  Yes, I can see the group, but I want to see who the agent is without clicking on it.

2
8 years ago
Contributor
chris.alfaroContributor

SugarCRM/SuiteCRM Integration Needs Settings!Closed

See the attached screenshots. We moved from Zendesk to Freshdesk because of the integrations it offered for a competitive price. I added the SugarCRM plugin to our hosted version of SuiteCRM (SugarCRM Community Edition 6.5 based) and we get a wall of Freshdesk tickets that takes minutes to scroll through. The integration defaults to "Showing: ALL TICKETS" and not "Open and Pending". REALLY?There are no options in the settings of the integration for default toggles, deciding what fields are shown, or anything at all basically. Please add some settings to this integration because it is very difficult to use it like this. Thanks.

2
aravind.sundararajan
8 years ago
Apprentice
samantha_15457Apprentice

Automation to update ticket if email reply contains a specific messageClosed

I have a quick question based on an automation i am working on. I am trying to learn how to automatically resolve a ticket if a reply is received with the message "I approve" right now, I tried using the @emailcommands, but i think that will be inconvenient for uses to have to type all of those @ and "

1
aravind.sundararajan
8 years ago
Contributor
jeremy.bellContributor

3 tiered structure for Canned ResponsesClosed

We decided to recategorize all our canned responses and use a tiered folder structure, because the bugs in FD's text search algorithm have made it increasingly difficult for us to find the CRs that we're after.We're finally almost done with our recategorization project, but we can't figure out how to move the subfolders into the parent folders. We can select and move the individual CRs, but not the folders. So right now, all our folders just appear in a flat list, instead of being tiered. Please let me know how we can do it, thanks!

7
aravind.sundararajan
8 years ago
Apprentice
rivkyApprentice

customers ratesClosed

When customers rate tickets the ticket stays in closed or resolved status, we want the tickets to be changed as customer responded, can you help us set this up?

1
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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