Skip to main content

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

Filter by idea status

Filter by product

8947 Ideas

Back to top of the list
Contributor
harryContributor

Automated ticket to be raisedClosed

Would it be possible to get an automatic ticket raised? E.g. every 4 weeks or on the 17th of each month? This would be a really great feature! 

1
aravind.sundararajan
8 years ago
Apprentice
philippe.dalgerApprentice

Knowledge Base - recently viewed articlesClosed

When browsing a knowledge base, it is quite common and useful to have a history of the recently viewed articles. I could not find this feature in Freshdesk.

3
aravind.sundararajan
8 years ago
Contributor
jyensenContributor

Quickbooks Online IntegrationClosed

When tracking time in Freshdesk the time is brought over to quickbooks with a no billable rate. This means that when doing biling the rate has to be changed on each time entry which is a huge pain. This is an issue with freshdesk. I have called Quickbooks online and they said it was Freshdesk. I have used other time tracking software like tsheets which works fine so I know its possible and that the issue lies with Freshdesk.

4
8 years ago
Contributor
nathan.griffithsContributor

Option to display square profile photos instead of circular onesClosed

 This might seem minor but it's actually a bit of a pain - when we upload a photo or a company logo to a contact profile it is always square or rectangular. Freshdesk then trims off the corners to make the image circular (e.g. in Tickets list) - this often cuts off part of a logo image or hides part of someones face. It would be great if we had the option to display the uploaded images in a square format rather then mangling them into a circle.

1
aravind.sundararajan
8 years ago
Contributor
rusty.wilsonContributor

Reporting - Add Last Month as date presetClosed

Every month I report on the prior month's metrics. Thus every month I have to adjust the reporting dates by selecting a custom range, then selecting the first day of the prior month, then the last day of the prior month, then clicking done, then clicking generate.Sure would be a LOT easier if there was a "Last Month" selection.

2
aravind.sundararajan
8 years ago
Apprentice
adam_13646Apprentice

Ability for agents to "Like" a feature requestClosed

 In our organisation we have a lot of agents who can see the value in a feature request, but as an agent they cannot vote to show support of the feature, relying solely on our customers to show support for the feature. Is there a way that I am missing to show support for a feature as an agent?

2
aravind.sundararajan
8 years ago
Contributor
thanos.massiasContributor

When executing a scenario that adds a note, ticket page should refreshClosed

 When an agent executes a scenario that adds a note, the note will not be visible in the browser until the page is reloaded. At the moment, the agent has to do this manually. It seems reasonable that for such scenarios the page should be reloaded automatically after the excution.

1
aravind.sundararajan
8 years ago
Contributor
carlssonContributor

Real Time summary of overdue ticket numbersClosed

At the moment, there is no place to find a summary of the breakdown of overdue tickets.  On the dashboard, in unresolved tickets, it would be great if a filter could be added so that we could filter the numbers to show overdue only.  That way, we can see in which ticket groups or agents have the overdue tickets.  This way a supervisor can review and action remedial action with certain groups / agents.

1
aravind.sundararajan
8 years ago
Contributor
casaqa1Contributor

Product Support Emails cannot use for different productsClosed

seems like an email cannot be shared when setup a new product? is there a reason cannot re-use an email when setup a new product? seems like user should have option to do so ... thanks for the information

1
aravind.sundararajan
8 years ago
Apprentice
choltApprentice

Ability to make a ticket field required on resolve only if issue is of a certain typeClosed

When marking a field required it would be nice to allow us to set that condition based upon issue type. A very common scenario here is say a field Version Fixed.  If the issue ends up being a bug or some enhancement a customer wants then this field makes sense and definitely should be required when resolving the ticket.  However this field makes no sense if the issue is just a normal support issue.

1
aravind.sundararajan
8 years ago
Apprentice
coachsvaApprentice

File size limitations of files attached to ticketsClosed

Hi- Is there a file size limitation on the size of files that can be attached to a ticket? Thanks! Donna Gunter

1
aravind.sundararajan
8 years ago
Apprentice
steve_14066Apprentice

Pro-active ChatClosed

- Set customisations (1) specify pages that it will show on  (2) set pop-up times per day i.e. a Monday may allow 90 secs while Tues-Fri could be 30 secs   Further ideas - Intercom has a great implementaiton: - How many times they visit your website. - What pages they visit.  - How many times they visit specific pages.  - How long they stay on specific pages.  I am sure we can get pro-active chat to be world-class, it just needs some work. Thanks, Steve

1
aravind.sundararajan
8 years ago
Contributor
adam.feldmanContributor

Show Entire Numbers in Account Summary Widget for iPhoneClosed

The current IPhone Widget for Freshdesk doesn't show the complete information. The numbers in the account summary stop at 99+, which does no good for larger companies that get 300+ tickets each day. It would be nice to see the real number and I think that it would be a rather easy addition to the Widget that has a big impact for managers on the go and with an iPhone. See the attached image for a closer look!

4
aravind.sundararajan
8 years ago
Apprentice
alan.huntApprentice

Log activities on tickets from Dispatcher, Supervisor, ObserverClosed

Please can you add the option to the Dispatcher, Supervisor, Observer rules to allow the changes to be logged on the ticket activities. E.g.  A rule that changes the priority or assigns a group  should log that activity in the ticket  in the same way it would if an agent made the change.This could be a check box on each rule  to optionally log these activities if the Admin wanted to.

11
aravind.sundararajan
8 years ago
Apprentice
jesse.pearceApprentice

Adding pricing to Time TrackingClosed

Ideally it would be good if we could track cost as well as time in the time tracking section. IE - Within time tracking put the cost next to the amount of time spent on the job. But have it configurable in the back end so you can assign hourly rates to clients etc. Cheers. 

3
8 years ago
Apprentice
jeanneApprentice

Requestors vs. AgentsClosed

How many requestors can we set up under our plan?  Are they unlimited?  How many agents can we have, 5?

1
Apprentice
8 years ago
Contributor
eiren.smithContributor

Replace text in multiple knowledge base articles?Closed

I'd like to be able to change the same text string (including markup/formatting) in multiple articles in our Freshdesk knowledge base. For example, if we use a URL in a lot of articles and that URL needs to be updated down the road. Or if our company changes something used broadly, like the our company name, phone number, address, etc. Does anybody else need this?

4
Contributor
8 years ago
Contributor
trace.symondsContributor

Preview Ticket while in the Edit ModeClosed

As an ADMIN USER, I need the ability to preview how a ticket form would look if I made edits to any part of the ticket form within the ADMIN module, SO THAT I do not have to exit the ticket editing screen to preview the changes I've made to the ticket.  This will allow me to "see' how it looks and make an immediate decision if I want to make further edits.

2
Contributor
8 years ago
Contributor
eiren.smithContributor

Don't send agent emails about his own actions.Closed

For example, if Agent X creates a new ticket and is the assignee, don't notify him (email and Notifications list). My main Support guy is spending too much time dealing with these pointless emails and Notifications list entries.

5
Contributor
8 years ago
Contributor
kevin_13599Contributor

Live Chat Handle Time InaccuraciesClosed

We are charged per minute for our live chat.  Unfortunately, we've found the handle times are not an accurate reflections of the actual chat time.  We discovered that the chat time continued to track--even if the customer closed out the chat--anytime the agent left the chat open.   We would like to request that chat handle time stops recording the moment that either the agent or the customer closes the chat. 

1
aravind.sundararajan
8 years ago
Contributor
daniel.youngContributor

Link Dialer to current TicketClosed

Hi, What I would like is today when you get a voice mail and you click on the number on the ticket it opens the dialer but it doesnt add the current ticket varible so to log the call to the same ticket (Phone "Reply") you have to enter the ticket manually. Can you not add "&ticketid=url_ticketid_variable" to the dialer link so it opens the dialer and links to the ticket if on a ticket page with that url variable populated. Thanks Dan

1
aravind.sundararajan
8 years ago
Contributor
jacob_14607Contributor

Chat Channel within Mobile App (Freshdesk)Closed

Hi There,  Does Freshdesk have plans to include live chat in the mobile app to chat with customers on the websites where the chat widget is?  Looking forward to your reply ~ Jacob

1
aravind.sundararajan
8 years ago
Apprentice
po.chanApprentice

Filter/sort/search ticket by date and time in addition to time period agoClosed

We receive hundreds of tickets every hour. Currently, we are unable to search a ticket based on exact created time (e.g. 12 Nov 9:35am). I understand Freshdesk display the created time in another format (e.g. an hour ago, 2 days ago etc.) but it is not useful for my operation needs.  I request Freshdesk to enhance the ticket page which could filter by created date time and display the ticket’s created date time without mouse over.

1
aravind.sundararajan
8 years ago
Apprentice
ernie.ngApprentice

Preview attachments on replyClosed

Preview the attachments just like Gmail while sending an email from within Freshdesk web portal. That it useful, agent can double confirm the correct attachment (a picture usually) was uploaded and display proplably on ticket rely.

1
aravind.sundararajan
8 years ago
Apprentice
erikApprentice

Convert ticket to lead in freshsalesClosed

Our support reps often spot commercial opportunities in tickets. We'd like to be able to send a ticket to freshsales as a qualified lead for our sales department to act upon. I'd like to attach the entire email conversation to the lead, but let the main text of the lead be a short text typed by the agent in order to have an orderly handover. Let the agent assign a first monetary value and chance to the lead (to be refined by the sales rep of course).

2
aravind.sundararajan
8 years ago
Show more discussion threads

Filter by product

  • All products
  • Freshservice
  • Freshservice IT Asset Management
  • FireHydrant
  • Freshdesk
  • Freshdesk Omni
  • Freshcaller
  • Freshchat
  • Freshmarketer
  • Freshsuccess
  • Freshteam
  • Freshsales
  • Freshworks Neo

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.

Terms of UseAccessibility statement