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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
kubackovaContributor

Printing JPG filesClosed

Hi, we are having problems with printing attachments from FreshDesk - specifically, when we need to print an attachment that is in JPG format. JPG files are the only ones that we can't print directly from FreshDesk - we have to save them locally and then print them ourselves. Are you planning to implement printing JPG files firectly from FreshDesk in the future?   Thanks for answering,   Kristýna

1
aravind.sundararajan
8 years ago
Apprentice
mwoodstrupApprentice

To Do NotesClosed

Since you moved this to the left, from the right... can we at least make it so we can minimize it?  Or move it?  We rarely use it and it is just in the way on the left.

1
aravind.sundararajan
8 years ago
Contributor
bqgames.bnContributor

[Dispatch'r - Supervisor - Observer] Why separate?Closed

Why do we need 3 different names for the trigger function?Since the trigger conditions for each functions are different, there are situation that cant be addressed. For example, the Observer cannot check for Business hours condition.Cant we just have a single "Trigger" settings and be able add conditions, actions, etc. as we need? That will make it much more customizable.I can see how some conditions may not work well together, but its not like each of us are writing our own script. As long as we are selecting from the drop down menu there should be a way to handle any combinations.

1
8 years ago
Apprentice
ericpApprentice

Chat TimerClosed

Is there any functionality in freshdesk to add a timer to the chat window so that an agent can see how long it has been since the customer or they (the agent) has responded?  This would be valuable as they are working multiple chats, so they can quickly see which customer has been holding for a response the longest and give that customer priority. The timer could be color coded (Red or green) depending on who replied last (the agent or the customer) Thanks in advance.

1
aravind.sundararajan
8 years ago
Apprentice
dave_17354Apprentice

Improved attachment checkClosed

Hello,Here's an idea for a small improvement, when an email is sent the body is scanned for the word "attachment". If this is found without something attached a warning is generated.It would be great if this would ignore the signature block, often email footers/signatures contain a legal spiel with the word "attachment". This creates a false warning on every email and renders the check useless.All the best. 

2
Apprentice
8 years ago
Contributor
rohan.harrisContributor

Use Outlook to send emails?Closed

Hi, Is there any way to use Outlook to send and reply to tickets easily? eg. ticket comes in to support/Freshdesk, then an email of the ticket gets sent to me, and I can reply directly from that? I often work on a few jobs at once and have a couple of emails open as I work through them, getting info from it and writing the replies as I go. This is not very streamlined when using Freshdesk as the main interface. Also, I find it very limiting when I am used to using lots of the features in Outlook. Tickets are taking longer to answer as I often use screenshots, circle the relevant sections on screenshots, tables, and the file:/// hyperlink. If you Add a picture or attachment then you can't do anything else. Can it let you continue typing while it does this? Thanks!

1
aravind.sundararajan
8 years ago
Apprentice
piyush.aiyaApprentice

Comment Numbering for threadClosed

Hi, I have been using freshdesk from 2 years now and one of the feature I miss is numbering to the comments, reply or notes added to the ticket. When we reach large thread on a particular ticket it is sometime very difficult to communicate our peers to refer some comment from a ticket. Currently we need to provide Agent Name, Date and Time to locate a comment. Instead if there is a feature where each comment can have a sequential commenting we can easily refer to comment number in a ticket.  Please refer to attached screenshot by what do I mean about the same. Each note added has a number for exmple comment#10,11 and 12.  I will appreaciate if this feature is developed. Thanks, Piyush Aiya

1
aravind.sundararajan
8 years ago
Apprentice
patrick.gruberApprentice

Remove automatic ticket reply saluteClosed

HelloIs there a way to remove the default reply text to a ticket:Hallo {{ticket.requester.firstname},Ticket: {{ticketUrl}} Most of times I have to delete it, which is a bit annoying in my opinion.Thank you!

2
aravind.sundararajan
8 years ago
Contributor
davidspinksContributor

Delete data in a fieldClosed

I need the functionality to delete data in a ticket field based on a rule.  I am storing data in the field to trigger other actions.  But when I close the ticket I want that field to be null.  Can that be done?

1
aravind.sundararajan
8 years ago
Apprentice
benjamin.stuberApprentice

Move and merge solutionsClosed

In the solutions should it be possible to move folders and articles to another categories. This function doesn't currently exist, but would be very helpful. Currently i must delete a folder or an article first, before i can create a new folder/ article in the right category. 

1
aravind.sundararajan
8 years ago
Apprentice
dineshApprentice

Is Ticketing a team collaborative task offered by Freshdesk?Closed

I would like to know more about this feature.Is Ticketing a team collaborative task offered by Freshdesk? We are facing problems while creating tickets for our website www.Apps4Rent.com . We need better collaborative platform. Regards,Adrian GatesSales Executive - Apps4Rent

1
aravind.sundararajan
8 years ago
Contributor
vu.kimsonContributor

Stick ticket for contact / company view?Closed

Hi,I want to suggest new future. It is stick ticket for contact / company view. It means that we will see some important ticket and more information note about these contact / company each time we view that contact / company.Is it possible now?

1
aravind.sundararajan
8 years ago
Apprentice
george.mccrindleApprentice

Enable support portals to delete recorded callsClosed

Hi Freshdesk,I need agents within my support portal to have the ability to delete the recorded freshdesk calls if needed.On occasions directors may talk about commercial information which may be sensitive if these calls are recorded then we need to be able to delete them or limit who can listen to them. Cheers,George

1
aravind.sundararajan
8 years ago
Contributor
dmckennaContributor

Master default date field on reporting page - so dates don't change to defaultClosed

I pull reports out of FD all the time and ALL the time the dates always default back to the standard after i change them then generate a new report. Can you please fix this? UJ example below....1. generate report "agent top end analysis" set date as whole month of Jan2. exit report, go to "agent ticket summary" I have to reset the date again!ideally on the reports home page put in a "Master date field" at the top nice and BIG!this would be then the default date setting for all further reports the person attempts to pull out in that session!Damn this would be a time saver!

1
aravind.sundararajan
8 years ago
Contributor
georginaContributor

Attachments dropping off draftsClosed

Hi there, We're having a problem where attachments are dropping off draft replies whenever you navigate away from the page. The draft text is saved, but the attachment is lost. This leads to replies being sent missing the mentioned attachment and can get a bit embarrassing when it happens a lot. Is there a way to improve the saving of drafts so that attachments are retained? Cheers, Georgie

1
aravind.sundararajan
8 years ago
Apprentice
comprehensivewebdesignsApprentice

Multiple Hours in the Sprout PlanClosed

I think we should have multiple hours in the Sprout Plan. They should give Multiple Hours because if a ticket is due and they are not finished with it they can get penalized when it was not their shift hours. I also think they should have multiple hours because of holidays when you are open different hours then you normally are. That is why I think that they should have multiple hours on the Sprout Plan. 

1
aravind.sundararajan
8 years ago
Contributor
pmesritzContributor

Show Agent Status on ForwardClosed

It would be beneficial if on the "forward" option from a ticket that you could tell if someone was an Agent or not. Even tagging the email address displaying with [Agent] would be good enough.The reason for this is the issue where an agent replies to a message and it is automatically marked public for the client vs where a non-agent replies to a message it is automatically marked private.  There is a work around, however that certainly takes more time. The workaround is to click add note first, see if the person is in the list, and then go to forward if they're not.- Philippe

1
aravind.sundararajan
8 years ago
Apprentice
elliottcApprentice

One click to set company in customer contact?Closed

Is it possible to have a one click action to set the Company field (within Customer Contacts) as a set value?  We support both businesses and end users - therefore when we get a new end user (very frequent) it is currently too many steps to edit the customer then get back to the ticket.Is there a way to achieve this (ideally from within a ticket) - or does anyone know of a work around that could be used for the same outcome?Was thinking Scenario, or similar?Thanks in advance guys and gals!

1
aravind.sundararajan
8 years ago
Apprentice
sylvainApprentice

Is there a way to integrate a small Db of parts list in FreshdeskClosed

Our environment makes it that our techs need to capture parts and items that would be in a table or list and display them on the Ticket, is there such integration possible?

1
aravind.sundararajan
8 years ago
Contributor
matthew_12159Contributor

Ticket Requester to be extracted from mail headersClosed

Would it be possible rather than having Fresh Desk extract the requester from before the @domain.com to use the headers in an email i.eFrom: Joe Bloggs<test@domain.com>Currently comes up as "test"It really should be able to make the requester : Joe Bloggs

1
aravind.sundararajan
8 years ago
Contributor
matthew_12159Contributor

Private Notes to update Ticket Last Modified FieldClosed

When adding a private note it should update the last modified so the agents can see the ticket has been updated in their ticket stream as this tends to be the main screen agents use as their interface with FreshDesk.Currently it only updates the dashboard and email notification.

1
aravind.sundararajan
8 years ago
Apprentice
johnatthebarApprentice

Shared authentication (for customers) with our own SaaSClosed

I am looking into various support systems, and can't seem to find a clear answer regarding one of my requirements.  We have a SaaS, and need two things to happen:1) Customers who have already authenticated within our SaaS should not have to create additional credentials or take additional steps to use the support solution2) The support solution should have  the ability to pull from our SaaS their information (company, URL, name, email, role, etc). 3) Our team should have simple visibility into the information pulled from our SaaS by the support solution when it is associated with a customer who has submitted an issue.3) Customers who email our support team from an email address already on file, should be associated with their existing account informationWe understand some dev work will be needed on our end, and this is fine, I'm just trying to establish the feasibility of freshdesk as our support solution.  

2
aravind.sundararajan
8 years ago
Contributor
jan.biedkaContributor

Freshphone second lineClosed

I would like to see second line available for support.We currently have technicians level 1 cooperating with customers, but it would be amazing to have second line where customers can't reach technician directly, but only after they been patched through.I think I',m not the only one which would like this feature.

1
aravind.sundararajan
8 years ago
Contributor
campbellwildContributor

Auto-watch items taken off youClosed

It would be great if you could auto-watch items if they were taken off you, i.e. they had been assigned to you but someone else takes ownership of that item.

1
aravind.sundararajan
8 years ago
Apprentice
steve_11844Apprentice

To-Do List on the Ticket ScreenClosed

We would like to see the To-Do list on the Ticket page as well as the Dashboard.Our team find we spend 99% of our time on the Ticket screen and never ever look to the Dashboard other than to reach our To-Do Lists.Could we ask that this be added down the right hand side just like it is on the Dashboard as this would make our Ticket screens a one stop shop for supporting our customers.

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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