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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
saopaulo2000Apprentice

Customer replying ticketsClosed

HelloI have  a doubt after i have responded to a ticket, Fresh desk will sent an e-mail to the person who originally wrote the ticket. Then this person simply opens the  e-mail sent by freshdesk to see my answer, but the problem is that if this person whants to reply again, i receive the e-mail in my freshdesk service, (portal) but the original ticket is not updated with the person´s new replycould you help me, setting up fresh desk so every time i receive a reply from my costumers, the tickets get updated. Basically at this moment we just keep on sending us e-mails each other, but the original ticket is not being updated.

2
aravind.sundararajan
8 years ago
Contributor
jared_11031Contributor

Add an ID number to Forum PostClosed

We use an internal(agents only)  ideas forum for tracking feature requests and an internal agents only problem forum for internal bug management.It would be really useful for us to have an ID (same as a ticket number) for each post to make it easier to track. (this is only for internal use for us so it would not need to be visible on the portal)ThanksPS we LOVE freshdesk. It has streamlined and systemised our business process in a way we could never have imagined.

1
aravind.sundararajan
8 years ago
Apprentice
robert.simpsonApprentice

Add a Save Button to the top of the New Ticket PageClosed

HelloAs a new user I see things in a different light than those who have been around longer which can sometimes be a welcome change.When creating a new ticket, the save button is at the bottom of the page. If you have a few custom fields it lengthens the page forcing you to scroll down to the bottom to save; Not a problem. However, if when you created the ticket you missed a mandatory field, the page displays the mandatory field warning - at the top of the page - where you can see it. You now have to scroll up, fix the missing data, scroll back down and save.If a Save button was added to the top of the page it would be very helpful.Thanks Team!Robert

1
aravind.sundararajan
8 years ago
Apprentice
davidkApprentice

Customers Page UIClosed

I would like to see some improvements in the Customers page UI, such as: When a letter is selected in the alphabet picker, you can switch between the Contacts and Company tab and still stay on that letter of the alphabet. Counts of how many Companies and how may Contacts are contained in the support portal Ability to set the default tab to "Companies"

1
aravind.sundararajan
8 years ago
Contributor
marc_11439Contributor

Tracking time spend by groupClosed

We are using Groups to implement the Tiers of our service desk. Its the standard three tier service desk arrangement.How can we produce reports on time spent by Tier?So, we created SLA rules and the idea is that tickets should spend 2 hours in Tier 1 and then escalate to Tier 2. Tickets should spend 1 day in Tier 2 and then escalate to Tier 3.How can I see total time, per ticket, in each tier (group)?Marc

1
aravind.sundararajan
8 years ago
Apprentice
untersteinApprentice

Customization of how solution suggestions are shownClosed

Hi,currently, when user creates a new ticket, we get suggestions for solutions based on the subject. This is great but the result could be displayed in a nicer fashion because currently fragments of the article are shown without any formatting and ripped out of context.It would be good to specify in an article the parts to be shown to have more control over this.The suggestion shown for new forum topic creation in this forum is much nicer with respect to that because it at least always shows the beginning of the topic and does not start somewhere in between.Thanks and bye

1
aravind.sundararajan
8 years ago
Apprentice
dave_11705Apprentice

Simple request for mobile use (Samsung Galaxy S4)Closed

This is a very small bug but things like this matter:On my mobile phone, when I attempt the click the "Description" box (when I click directly on the "Description" text), nothing happens.  I have to click in the box again to get the curser to show.  Just an extra step that users shouldn't have to take.  Please fix.Additional request:Please give us the option to hide the formatting bar from the description field on embedded forms.  I have no use for this and it could just cause aggravation to customers.Thanks!Dave

1
aravind.sundararajan
8 years ago
Apprentice
juhamatti.muuraiskangasApprentice

Restrict acces to spesific customer's tickets?Closed

 Hiis it possible to restrict access to certain customer's cases. We would need to restrict access so, that only specified agents could access to certain customers cases.Thanks in advance

1
aravind.sundararajan
8 years ago
Contributor
ryantContributor

Ability to set source on senerios or auto - supervisor featuresClosed

We have chats emailed in from snapengage and would like to have these auto assigned to the source: Chat 

3
8 years ago
Apprentice
sbauerApprentice

Forum Categories also for productsClosed

It is only possible to use categories in the portal for the main helpdesk. For products it is not possible, because you have always to select a top level categorie in the settings for a product. Therefore the minimum level is at least THIS selected categorie. So on the portal itself, there can only be shown the "Forums" based on that categorie. In the main helpdesk, you can see all categories AND the respective forums. Maybe you can solve this by adding one more level over the categories or assigning categories to specific products.

1
aravind.sundararajan
8 years ago
Contributor
info_10949Contributor

remember ticket feilds as user dataClosed

 when a ticket comes in, the user has to set some custom feilds.for example:What System are you on WIN OSX Linux What License do you have Studio Broadcast Prime These are custom feilds, which the user is required to select before they can submit the ticket.For many of these choices, It is very unlikely that they ever change. So it would be good for the user if freshdesk could remember what they previously selected, and I could decide which fields are allowed to be remembered.What I would like to see, is that these ticket feilds can be stored in the users account data. So the next time this user comes back for more support, the ticket feilds can be automatically filled out (pre-selected based on previous choice), making the process much smoother and less annoying for them.

1
aravind.sundararajan
8 years ago
Apprentice
james.wilsonApprentice

LiveChat Customer LocationClosed

Currently when a new LiveChat comes onto the site it gives us a great insight into the page that they are looking at.If they don't accept it at that point and the end user continues to navigate around your page it keeps you updated as to what page they are looking at.As soon as you accept the chat it locks it to the page that the end user opened the chat on.

2
aravind.sundararajan
8 years ago
Apprentice
brianna.tussingApprentice

FreshFone Automated RecordingsClosed

Because of the legality surrounding wire tapping and call recording, we would LOVE to have a setting to enable a mandatory message for both inbound and outbound calls that states that the call is being recorded. For inbound calls, we have set our IVR to provide that information. For outbound calls, we have to verbally inform the customer. Any solutions?

1
aravind.sundararajan
8 years ago
Apprentice
daniel_12993Apprentice

Split tickets in iOS.Closed

It would be useful if we could split a note into a new ticket through the iOS app.

1
aravind.sundararajan
8 years ago
Contributor
rkramerContributor

Attach previous attachments (include)Closed

While researching tickets for clients, we attach things relevant to notes in the service tickets. We would love the ability to click a button that says attach previous attachments and give a check box for the ones we want to include.For Example,  We do screen dumps/sniptool, they may be several across a service ticket were done at different times. those we might want to attach.  If another tech to talking to another through Private notes, and attaches something we may want to attach it. If the original email had attachments, we may want to include those in the reply. If you look at the attached picture, A customer sent in a service ticket. Later in day I tested her issue and took screen dumps of each stage to show user that everything worked fine. To add these to the Reply, I have to SAVE them then re-attach them. This is counter productive.

1
aravind.sundararajan
8 years ago
Apprentice
simon_11242Apprentice

Add a way to control what people or suscriber write in every possible place sush as Annoncement, Forum, Comment etc..Closed

Some time people will wrote bad thing in our system, so need a way to approve or not comment, solution, topic etc.

1
aravind.sundararajan
8 years ago
Apprentice
mkupferman_12461Apprentice

Improved API documentation and feedbackClosed

It would be helpful if the API listed all of the fields for a ticket (or for any object) and then indicated which could be retrieved, which could be used for creating a ticket and then which could be used for updating a ticket. It would also be exceptionally useful if the system provided a little more feedback when it comes across a field that it doesn't like. Right now, it just spits back a 500 error and I have to guess what it didn't like about my submission.

2
aravind.sundararajan
8 years ago
Apprentice
febinttApprentice

Magento Freshdesk- Knowlarity IntegrationClosed

 I come across a requirement of an agent identifying an existing customer (from magento customer database)through his phone number from knowlarity, at the same time when the agent receive the call from customer thourgh knowlarity IVR. Do freshdesk has the built in support to this feature by their knowlarity Ingegration?

2
aravind.sundararajan
8 years ago
Apprentice
dr.ulbrichApprentice

New Reports - Ticket Volume Trends by field status (show how it was resolved)Closed

Hello Freshdesk team, I like your new reports. Just it would be good to see how a ticket would be resolved. The background is that we can resolve tickets successfully (and help the customer) or we have to close tickets non-successfully and tell the customer that we can do nothing. The difference would be interesting.Idea: add a status filter or give opportunity to show status in addition to resolved and received. (or give me idea how I can see in which way the ticket was closed - field status overview)

1
aravind.sundararajan
8 years ago
Apprentice
dnegrottoApprentice

One email creating many tickets, possibly with different ownersClosed

I am currently considering the move to FreshDesk from our current solution. One of the main sources of tickets are from our onboarding and separation processes from HR. The current solution receives one email from a generic HR web entry portal. That specific email generates either X or Y numbers of tickets, based on whether they are a new employee or leaving the company. For instance, the New Hire process creates a master ticket and sub-tickets for login account, machines, and telephones. The Separation tickets contain the same, plus extras to recoup equipment and make sure that we check all nooks and crannies for the various accounts (and data) users may have picked up over the years, beyond the basics. The master ticket in each process is owned by the HR person, with no one really being in charge of the sub-tickets. When the last sub-ticket is closed, the master ticket closes, notifying the HR person. This prevents the HR person from being spammed into oblivion and gives us a checklist. It wouldn't be a deal breaker if the different owner portion wasn't supported. The bigger deal is a single email creating multiple tickets, hopefully in a master/child relationship. Is that possible?

2
aravind.sundararajan
8 years ago
Apprentice
lilian.cheongApprentice

To Include Attachment in Parent Ticket When Creating Child TicketClosed

Hello, I would like to check if there is any possibility to include the attachment from Parent ticket when creating a Child ticket. The original requester send in request with attachment and as an agent, some of other support team need to do some updates based on the information in the attachment before I can close the ticket. I had created a child ticket for another team but I can't include the attachment. Please advise. Thank you. 

2
aravind.sundararajan
8 years ago
Contributor
marketing_13987Contributor

Remove hyphens from the end of support article linksClosed

Hi team, it would be great if you could set up a development rule that removes hyphens from the end of links. We currently have a lot of links that look like this:  There is a completely unnecessary hyphen at the end of this link. Even if you remove the hyphen at the end manually, the link still opens. Could you please remove all hyphens at the end of links when they are generated?

2
aravind.sundararajan
8 years ago
Apprentice
shaun_pondApprentice

More flexibility with code snippets in SolutionsClosed

Two things that are sub-optimal in Solutions, when using code snippets: you cannot add your own colour-code, so if, for example, you want to highlight one line in a code snippet, you are unable to do so word-wrapping: when displaying some code, it's vital that the line does not wrap, so that the customer isn't confused into thinking the code is on two lines. Outside of Freshdesk, we would just use the <pre></pre> tags to get what we want, but the Freshdesk editor "corrects" the use of the pre-formatting tag, and replaces it with one of the code options.

1
aravind.sundararajan
8 years ago
Contributor
juneContributor

Company ContactsClosed

Hi there, Freshdesk! Two requests for Company Contacts: 1.  Edit picture.  I would love it if I could upload a LOGO for the company contacts (the same way we can add a photograph for the customer contacts). 2.  Cross-over Clients.  I require the ability to associate some customers with more than one Company!  As it stands, we can currently only link a customer to one company.  I have customers who have more than one organization or a "sister" organization, or one point of contact who helps with multiple companies I service. Respectfully Submitted, JD

2
aravind.sundararajan
8 years ago
Contributor
houston_vargasContributor

New ticket with today's dateClosed

Is there a setting to create a ticket without having to set the date every time a new ticket is created? It should automatically choose today's date but instead is required to set a date in the field.

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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