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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
barnett.lobelApprentice

How to Auto Stop Timer when status is updated as 'waiting on customer' or 'pending'?Closed

When I "Send and set as Closed" or "Resolved," the Freshdesk timer automatically stops. However, when I "Send and set as Waiting on Customer" or "Pending," the timer keeps going even when I exit the ticket and continue to work on other tickets.  How do I make the timer stop automatically after sending and setting as Waiting on Customer? 

1
aravind.sundararajan
8 years ago
Apprentice
jalalApprentice

[REQUEST] Response Due FilterClosed

FreshDesk, This is an issue that I am running into know that our company has SLAs full set up. ------------ Agents can see when a ticket is due and further filter by, Overdue, Due Today, Due Tomorrow, Due Next 8 hours. They can also when the ticket is due in the overall ticket search field. However there is no way for agents to view by when the Response is Due. I'm finding that this is causing our First Response SLA to plummet dramatically as agents have no way to accurately find these tickets. This seems like a relatively simple feature to add in that would increase the overall functionality and efficiency of FreshDesk. Of course agents can view Response Due in each individual ticket, but that isn't really efficient at all. Regards, Jalal Hassan

1
aravind.sundararajan
8 years ago
Contributor
davidspinksContributor

Latest InteractionClosed

What is the definition of the "latest interaction?"  Is the "latest interaction" either a private or public note?  If that is true that would be great because i am trying set up an observer rule based on content of the last interaction.  If a certain phrase is included in a note then i want to change the status of a ticket.  Hoping I can do this the above way.

1
aravind.sundararajan
8 years ago
Apprentice
pbrecevicApprentice

Have a today button on the calendar widgetClosed

Currently, when using the calendar widget to set a date it opens on the previous date and requires several clicks to get to today. As we are using a Last updated field often, we would appreciate having a Today button.

2
aravind.sundararajan
8 years ago
Contributor
john.bowContributor

agent receives email after broadcasted message for ticket linked to trackerClosed

Currently, when a ticket is linked to a tracker, and a message is broadcasted, the message is appended to all tickets that are linked to that tracker. Additionally, an email with the broadcasted message is sent to assigned agents, but only for cases that are open.   we would like these emails to also be sent to agents on closed tickets that are linked to trackers. This is a very important feature for my organiztion

2
aravind.sundararajan
8 years ago
Apprentice
frankApprentice

Add more custom data to surveymonkey integrationClosed

I am looking for a more robust solution for customer feedback for our supportdesk. I noticed that there is a surveymonkey plugin and signed up for the free trial. I couldn't find the option to add "user agent name" to the weblink. I would like to use the user agent name to track individual scores on customer support in surveymonkey.How is this possible? Or is there another tool/integration available which has this feature? Thanks and regards, Frank

1
aravind.sundararajan
8 years ago
Apprentice
legastronomApprentice

Count agent replying/outgoing emailsClosed

 hi,I  didn't find this information on report.Where could I find outgoing email by agent ?thanks

1
aravind.sundararajan
8 years ago
Contributor
julien.paillardContributor

Order posts to merged tickets by time posted, not by time mergedClosed

When merging tickets, all the posts belonging to the secondary ticket(s) are appended to the end of the primary ticket as a single bloc dated from the time of merging.  When the primary and secondary tickets have had some time overlap, this can make the order of the overall thread very confusing, as posts the overall thread are not necessarily in chronological order.Please order all posts to merged tickets by chronological order of time posted, rather than by time merged.  At the very least, this should be an option.

1
aravind.sundararajan
8 years ago
Apprentice
shazaan.ansariApprentice

Searching amongst tickets logged under one company.Closed

Hi,We would like to find out if there's a way to search for tickets logged under one company. I'll elaborate using a use case (fictitious):Suppose one of our customers is a trucking / logistics company named King Roadlines. This company makes use of a software named Truckman. It so happens that Truckman is also used by two other client companies, not related in any capacity to King Roadlines. Now, if we would like to look up a ticket logged 6 months ago by an employee @ King Roadlines, regarding an issue with Truckman, how would we go about doing it? Searching for keywords "truckman king roadlines" is not very helpful, as it still brings up results from tickets logged for Truckman issues from the other two client companies.What would really be helpful, in my opinion, is after creating a new view for all the tickets (current as well as historical ones) logged by King Roadlines, we should be able to search for tickets containing keyword "truckman", so that the results do not contain any tickets from the other two client companies.Hope this explains our scenario. Feel free to give me a ring if you would like a more detailed explanation. +64 7 282 2081Thanks a lot!Kind Regards,Shazaan

1
aravind.sundararajan
8 years ago
Apprentice
stephApprentice

Allow pre-populating ticket subject from within solution articleClosed

We're writing our solution articles and want to have the user be able to create a new ticket from within the article.  We are able to do that by inserting a link to the new ticket page of our portal.  But we also want to pass in the subject field so the user doesn't have to type that.  

1
aravind.sundararajan
8 years ago
Apprentice
nbhloginApprentice

Have all emails sent from the iOS app and website use the same templates (especially the footer)Closed

Local regulations require certain business details to be part of every email sent by our company. There is a fine for not doing so. This is a requirement for all EU companies.I would like a setting to enforce a formatted footer to be added to every email sent. This would simplify the email templates currently being used and having one place to edit the footer would prevent mistakes when the footer needs updating.Currently the emails sent from iOS do not match the style sent by the website - so using the app would impact the consistency of our image.

1
aravind.sundararajan
8 years ago
Apprentice
michael_12220Apprentice

Consent field in Ticket Custom fieldsClosed

We need a solution for a custom checkbox that will be required on creating ticket but cannot be changed later even by Agent.this is to indicate that user gave explicit permission to access his/her private information for support purposes.

1
aravind.sundararajan
8 years ago
Apprentice
andre_14485Apprentice

Reply commandsClosed

There is commands that we can use inside the reply text to change like an example the status of a ticket?I ask that because I cant nearly not use the mouse in some ocasions, but if I want to send and set status to Waiting Customer I need to use the mouse.

1
aravind.sundararajan
8 years ago
Contributor
david.goringContributor

Day pass usage reportsClosed

The day pass page that shows remaining passes is not good enough to use as a way to determine whether you need to convert occasional agents to full time agents as it doesn't have the facility to put in a custom time span.       The Occasional agent page only shows the total of passes used by individual agents with no time context at all.      Neither of these alone or in combination can help you judge how many passes to buy or at what point to convert the agents status.     The data is in the application it just needs the will of the developers to make Freshdesk capable of producing a report that can be used to accomplish both of these tasks.     Without this feature it makes it near impossible to budget successfully for the correct use of the product.

4
8 years ago
Apprentice
yumikoiApprentice

Enable "Attach a file" option when editing a noteClosed

Hi,It will be great to have an "Attach a file" option when editing a note.

1
aravind.sundararajan
8 years ago
Apprentice
chris.frankApprentice

Specify "manager" for Group.Closed

I'd request the ability to set a Manager for a Group, which would give you more options from an escalation perspective.  A very rudimentary org structure could exist.While the function does exist to escalate if a ticket is not assigned with "X", if we could list a manager, we could do various escalations using the "Supervisor" function.I'm envisioning:Hours since created:  Greater than 2Number of agent interactions:  Less than 1Send Email to Agent:    GROUP MANAGERAlternatively, this could be a function built into the SLA POLICIES, under the "WHAT HAPPENS WHEN THIS SLA IS VIOLATED"

1
aravind.sundararajan
8 years ago
Contributor
bart-jan.woltersContributor

Filter Tickets on languageClosed

With the new functions based on language, it might be good to be able to filter on language also in your ticket view.This so agents can adjust view to their language sets.

1
aravind.sundararajan
8 years ago
Contributor
somesh.pantContributor

Upload progress bar when file is attached to a messageClosed

When we attach a file, it does not show upload progress bar so we do not know when the attachment is uploaded completely. Even the tool shows big files as attached when selected, instantly.  We need to click on "Send" and then the file gets uploaded. What if the agent realizes it late after clicking on Send that the file is not what was supposed to be sent? There is no UNDO button to revert as well. There must be a file upload progress bar when a file is being attached to the message.Thanks,SomeshWingify

1
aravind.sundararajan
8 years ago
Apprentice
muhammad.shakeelApprentice

Customize "Text for Merged Tickets"Closed

When we Merge Two Tickets, the Requester gets closing email stating: "This Ticket has been closed since ___ Reply" whether the notification switch is ON of OFF in email notification option.I want to customize it to "This ticket has been merged into (ticketNo) since ___ Reply"Please add this option by "Merged notification" Name in same category in you feature Release.It would be really helpful for your customers and their clients.Best Regards,Muhammad Shakeel

1
aravind.sundararajan
8 years ago
Apprentice
brianna.tussingApprentice

Viewing the call queueClosed

I would love to be able to view how many people are queued up at any given time to be able to toggle support. 

1
aravind.sundararajan
8 years ago
Apprentice
tphippsApprentice

End user loses ticket email historyClosed

So we have had an option with previous help desk software where an end user cleans out their inbox/outbox and no longer has any history of the ticket traffic but they want to add to an existing ticket that they submitted to us. With other software, they could just type ##their ticket number## in the subject line of a new email and that would post the body of the email into that ticket number. Is this type of thing possible in FreshDesk?

2
aravind.sundararajan
8 years ago
Apprentice
mboyleApprentice

No SMTP Support = No customerClosed

I really liked Freshdesk and it was perfect for my needs in every way except one.Not being able to use my own SMTP servers - so my outbound emails were idenfied as "via Freshdesk" - is simply unacceptable at any price. Frankly it should be included in every level of service, not just the Forest tier.So I suspended my trial and will move to another product that does offer this feature.Honestly I was very disappointed - Freshdesk was my obvious first choice in all other ways.

2
aravind.sundararajan
8 years ago
Contributor
steven.glickmanContributor

Can't seem to change agents availability statusClosed

Hi, I am not seeing an option to change an agents chat availability (I am the administrator). I see the instructions in the Forum, but the toggle does not seem to be available. Thank you, Steven

1
aravind.sundararajan
8 years ago
Apprentice
24hmail

LiveZilla chat integrationClosed

Please consider developing an integration with LiveZilla as Freshdesk's chat is lacking many features essential for support team's workflow.

2
aravind.sundararajan
8 years ago
Apprentice
jack.phillipsApprentice

Schedule ticket exportClosed

it would be good if you could schedule ticket exports similar to how you can the build in reports. We pull our our data via the export to CSV functionality as a number of fields e.g. resolution status are not accessible using a custom API. thanks, Jack

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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