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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
norbert.bedeContributor

Time Sheet Report group by Ticket typeClosed

would be nice to group timesheets by Ticket Typeuse case: want to get timesheets for a company group by Ticket types (list of incindents, or service requests)

1
aravind.sundararajan
8 years ago
Contributor
jmarchContributor

Show all recipients of a ticket responseClosed

Seems undiscoverable unless one knows all the settings at the time it was sent.

1
aravind.sundararajan
8 years ago
Contributor
rodrigo.pereiraContributor

Save & Continue button on editorClosed

Hello,Given that editing as Agent isn't really WYSIWYG, I suggest a Save & Continue button on the new article page for Agents, so that it's less time-consuming to edit pages until a final resultThanks.

1
aravind.sundararajan
8 years ago
Apprentice
sathishanbu1985Apprentice

How to add users detail?Closed

 How to add user detail

2
aravind.sundararajan
8 years ago
Apprentice
mmurphyApprentice

Simple One: Tighten the padding in the ticket properties windowClosed

We are making great use of the wonderful new Integration / Widgets to pull user account info directly form our main application.  This works great and I want to thank you for such a beautiful implementation.The addition of the widget pushes the ticket properties window down so that the agent has to scroll down to get to the options and buttons to manage the ticket properties.  We've done what we can to minimize the widget and do a mouse-over expansion.It would be great if the page could know there's a widget on it, and tighten the padding in the ticket properties window.  Alternatively,  if the "ticket fields" configuration had a 'ticket-window-padding' setting that we could use to tighten things up, that would be wonderful.  Perhaps it could tighten itself up, based on the number if items present and the presence of a widget.  Thanks for adding that widget.  It's a fantastic implementation.

1
aravind.sundararajan
8 years ago
Contributor
norbert.bedeContributor

Time Sheet Report group by ContactsClosed

would be nice to group timesheets by Contact personsuse case: want to get timesheets for a company group by Contact Person

1
aravind.sundararajan
8 years ago
Contributor
mfrischmanContributor

Forum Topic Posts: SPAM Review Email NotificationsClosed

When forum topics are marked as SPAM by Akismet, they must be reviewed by an agent before they are displayed on the forum. Unfortunately agents have only one way to know if there are Spam topics awaiting review – they must open the forums tab in Freshdesk. If they are busy fielding tickets or doing other work, these posts will age while waiting review. Feature Request:As an Administrator, I should be able to enable Email Notification to Agents of Forum Topics pending review, based on an escalation rule.For example:If Topic is Pending Review   AndTopic is more than [xx] mins. old   thenNotify [Agent / Group / CC] Additionally, an Email Notification Template would be available for this purpose.Thanks!

2
aravind.sundararajan
8 years ago
Contributor
rodrigo.pereiraContributor

Read-Only forunsClosed

Hello,I'fd like to be able to have a Ideas / Feature Requests like forum where customers can not post topics or replies. They could vote though. This would be essentially  a "Roadmap" forum, where posts are only submitted by agents. I could do this with a Ideas type forum if it had the option to be read-only for customers. This brings me to another point.. my account is Estate, so I can edit the templates, and I did remove the start new topic link when the topic type name is "Ideas". This solves part of it. The problem is, the new topic snippet, where you can select the topic destination. In that selector, I can still choose any forum aside of announcements, which is hard-coded in Freshdesk to not allow customer posts. Unfortunately, the template customization does not allow to dig deep into the snippets, which would allow me the customization by myself.So, we should be able to mark other forums (or even a whole type) with the option to now allow customer posts.

1
aravind.sundararajan
8 years ago
Contributor
alessio.fattoriniContributor

Show customer data when agent creates a ticketClosed

When an agent creates a new bug insert requester email and Freshdesk autocompletes email and requester name.Agent who creates a new ticket should check cellular number or phone number or other customer's data, if they are wrong or not complete agents should modify them! Requester data should be showed on the right.The case is simple, if requester ask a recall agent should check cell number presence or property, during ticket creation and not after.

3
aravind.sundararajan
8 years ago
Contributor
kendallContributor

Provide company information during Single Sign OnClosed

We've implemented the simple SSO procedure and it's working great, but what's missing is the ability to pass company information.  As part of our infrastructure we know what companies a user is part of so we want to be sure when someone logs in for the first time they get associated with the right company and can immediately view all tickets for that company (so we'd want to pass that option as well)Conceptually, I'd hope we could pass pretty much all of the fields along that are used as part of the profile (phones, title, etc.) so that the FreshDesk contact data stays in sync with our main database.

4
aravind.sundararajan
8 years ago
Apprentice
justinsApprentice

Load Analysis Reports Add Customer ParameterClosed

We segment our upper tiers of support by pools of clients.  It would be great to have Customer as an additional parameter on the Load Analysis reports as we are review client volume shifts overtime to identify assignment changes for staff.

2
aravind.sundararajan
8 years ago
Apprentice
robert.rychcickiApprentice

Binding onunload event to prevent loss of entered reply textClosed

Support agents would benefit from the following functionality:Binding onunload event to prevent loss of entered reply textIt is already implemented eg. in Wordpress CMS - when user enter a text into a field, a flag is set that makes the browser ask user for confirmation before leaving the page.Example code:var inputChanged = false;function navigateAway() {  if(inputChanged) {    return 'If you leave this page, the text you have entered will be lost.';  }}$(window).bind('beforeunload', navigateAway); $(document).delegate(':input', 'change', function(e) { inputChanged = true; }); $(document).delegate('a', 'click', function() { inputChanged = false; }); $(document).delegate('form', 'submit', function() { inputChanged = false; });

1
aravind.sundararajan
8 years ago
Contributor
georginaContributor

Bulk upload to SolutionsClosed

Hi there,We use a content management database (Author-it) to publish user manuals, user guides, How To guides and on-screen Help.Is there a way this could be integrated with Freshdesk? We can publish to HTML and XML. We are trying to reduce double handling, and having to create the topic in our content management database and then manually re-create it in Freshdesk is very time consuming, especially when it comes to maintaining the content and keeping it up to date.How do other organisations handle this?Georgie

2
aravind.sundararajan
8 years ago
Contributor
keith_11877Contributor

Missing email notification templates...Closed

Thre are some email templates that I can't seem to find in the system (for customization). For example the notification when an agent is in the To: of a private note.Please consider this a bug and not a feature...

1
aravind.sundararajan
8 years ago
Apprentice
phacops9999Apprentice

Filter Time Sheet Summary by statusClosed

Hi,we put tickets, that  are invoicable into a special status.It would be perfect, if we could filter this status in the report "Time Sheet Summary".Best regardsMArco

1
aravind.sundararajan
8 years ago
Contributor
sbeesonContributor

Occasional Agent vs Customer?Closed

I have a couple project managers that are "Occasional Agents".  What happens if I create a ticket with them as the requester and they view the ticket.  Does it consider them an agent and charge us or does it consider them a customer?

2
aravind.sundararajan
8 years ago
support_11849
Contributor
support_11849Contributor

Screen Capture or Screen RecordClosed

Currently the only option is Ilios at $250/month. If there any other way to add screen capture or record to ticket submissions and replies? So many other competitors have this functionality.

1
aravind.sundararajan
8 years ago
Contributor
dinesh.singhContributor

Avaya IPOCC Integration with FreshDeskClosed

We have Avaya IPOCC Call Center solution in place and would like to integrate the softphone with FreshDesk. Please advise on how to do this. If this integration does not exist, please take this as feature request.

3
aravind.sundararajan
8 years ago
Apprentice
pramod.kumarApprentice

fetching the agent detail from a backend ser iceClosed

Hi It is possible to auto allot a service ticket to an Agent based on response from a back end webservice providing info on which agent will deal with the request. How escalation hierarchy is managed. Can their be custom input fields in the new ticket input page. Regards Pramod

1
aravind.sundararajan
8 years ago
Apprentice
michal.aniolApprentice

Tickets formsClosed

Can I create a ticket forms for different purposes? complaint, request for goods - for each different field?

1
aravind.sundararajan
8 years ago
Apprentice
info_15036Apprentice

create button, copy from originalClosed

create button, copy from original: title and body now you cannot switch between the translations, because you first have to enter something, then click save etc...... create a button to : copy from original from there we can start translating https://snag.gy/N1sTZ7.jpg

1
aravind.sundararajan
8 years ago
Apprentice
leila.rolikeApprentice

Guide to the end user?Closed

is there a guide to teach our end users how to navigate the site?

3
aravind.sundararajan
8 years ago
Apprentice
jonny_11369Apprentice

Observer Rules - Ticket Created Event & Option To Suppress Response EmailsClosed

We would like to send all of our system generated emails into our helpdesk (backup status reports, WSUS reports etc.) but with an option to automatically mark as closed any which are just saying that everything's fine. I can achieve the latter with the subject matching in the observer rules, but I can't make it apply to a ticket being created, just to one being updated.To avoid any ticket creation emails being sent back to the email addresses that generated the status reports and bounced I would also like an option to suppress any emails coming back out of Freshdesk where they match an observer rule, although a global list of email addresses not to respond to would work as well.The reasoning behind sending all these status reports into a helpdesk is so that anything that fails automatically has a ticket waiting to be assigned to a team member (like a 'lite' version of System Center Ops Manager / Service Manager), but if someone has to manually close every ticket that is created due to an "everything's fine" email then it's going to work out less efficient, as well as skewing the statistics.

1
aravind.sundararajan
8 years ago
Apprentice
rodolfo.macapagalApprentice

Separate Export/Import CustomersClosed

In Roles, there should be a separate option to disable permissions on exporting/importing customer csv files for security. 

1
aravind.sundararajan
8 years ago
Apprentice
christian.feddernApprentice

Scenario Automations should support removing the agentClosed

We use scenario automations to move the tickets between our support areas (development,IT, documentation etc.). If I would like to assign a ticket to a support group without assigning it to an agent, I can't use automations because you can't clear the agent field or select an empty agent.I would really like to be able to select ---- in the agent field or select "unassigned" in a scenario automation.

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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