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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

Back to top of the list
Contributor
elarsenContributor

Live chat integrated with external servicesClosed

It would be great if you can integrate the live chat system to an external service like Slack. I am not always at my computer, but I would love to get notified when someone initiates a chat. That could be a mobile app that you create, or if you are integrated with Slack, then I can just respond through slack to the customer.

5
aravind.sundararajan
8 years ago
Apprentice
juergenApprentice

Make monitoring automatic for the Assigned AgentClosed

Hi all,I've done some searching and found some other good requests regarding monitoring. I think it is important for the assigned agent of a ticket to be kept up to date on any activity for that ticket.So my proposal is to automatically enable monitoring for the assigned agent. Perhaps controlled an application or account level preference to do so, but not necessary.Hope I'll get some me-too's on this one.Thanks for listening,Juergen

1
aravind.sundararajan
8 years ago
Contributor
tmcdadeContributor

Dependent Field TypesClosed

We like the dependent field option, but we need input options other than a dropdown box. Could we get other input types like single line text, number, etc? If the Group field = IT, then require a dependent field that asks for IP address..etc. This is a serious need for our organization and I can't find another workaround. I want to be able to require the IP address field for IT requests, but not show the field for Marketing requests, etc

1
aravind.sundararajan
8 years ago
Apprentice
barton.myersApprentice

Add a Public Note FilterClosed

Scenario: A customer creates a ticket and I forward the ticket to a fellow agent for their input. Currently if they reply to this it inputs their comment as a public note. The customer then receives an email with the public note included.I would like to request the feature to be added that if an agent in your organization replies to an email for a ticket it is entered as a private note.Or if an agent replies and it is still entered as a public note, a way to turn off external notification of public notes to people outside our company while still allowing our agents to receive public note notification.Thank you.

1
aravind.sundararajan
8 years ago
Apprentice
vharrisApprentice

Add in a link back to a forum post like the link back to a ticketClosed

When I reply to something in the forum, and I “follow” the post and someone else added a comment (/response), I get an email stating that someone commented on my post.  Is there any way to modify the email template so it includes a link back to the forum post? It would be handy for my users, but more importantly, since the emails come from support@freightquote.com, it seems like most people just reply to them, which means that my agents have to find the post and paste in the response. If the email said “To reply, click here:”, then perhaps more people would just go straight back to the forum for their replies.

1
aravind.sundararajan
8 years ago
Apprentice
james_10222Apprentice

Collect customer infoClosed

When a customer uses the helpdesk, a lot of the time they only provide their email address instead of signing in with Google/Facebook etc. This means I only have their email address and I can't address them by name. I've noticed that by searching their email address in the Gmail search bar, it actually finds their Google profile even without any previous correspondence from them. Is it possible to integrate something like this? A service similar to Smartr (Xobni) would be awesome but I understand that is pretty complex. I believe uservoice have a "customer dashboard" or something similar which works like this - it basically just tries to fetch social profiles by email address and gather a bit of info about the person and sometimes even a picture.  

1
aravind.sundararajan
8 years ago
Apprentice
ndrewprivateApprentice

Add "Agent" and "Group" to rules in SupervisorClosed

I'd like to make a rules with tickets, which assigned to certain Agent or group, or unassigned (for example I need to send a email to the group)all my rules can be more flexible if we have  "Agent" and "Group" in "When should this rule be applied?"

1
aravind.sundararajan
8 years ago
Contributor
matthew_12159Contributor

Customer Number on Customer ProfileClosed

It would be great if you could add a customer number or customer reference box for the customers.I.e when you edit a customer there would be a box saying Customer Number : ________It would be even better if that were searchable as well.Any large scale organisation uses a reference or number so I can't imagine we'd be alone in finding this useful.

3
aravind.sundararajan
8 years ago
Contributor
matt_11585Contributor

Archive old topicsClosed

it's a bit like this one - Move open tickets at the top of the ticket status page

2
8 years ago
Contributor
cleeContributor

Display count of total number of Contacts and CompaniesClosed

On each list page of Customers and Contacts, it would be very helpful to have an overall total number shown.Currently you are only showing the number of pages in the list. It would be much more helpful to also be able to see at a glance the total number of actual contacts in the database. Same with companies.

1
aravind.sundararajan
8 years ago
Contributor
stefan_10564Contributor

Release planningClosed

Our developers would really like to see a way to work with a release planning. Incoming tickets from our customers are now tagged with "releasenumbers" to group them.What we would like is a way to - Add a duplicate functionality to tickets to group different features with eachother for the new release- To group tickets underneath one ticketAre there any features from Freshservice that will become available to in Freshdesk?

1
aravind.sundararajan
8 years ago
Contributor
withoudeContributor

Add 'resolution' to ticketClosed

I would like to see the addition of an optional/mandatory (system setting) 'Resolution' free text field eg at the side under where you can put in your hours.so that instead of going through 50 different converstations we can simply put the resolution in, so when you look back at a ticket you can simply open it up and see how you resolved a certain ticket.This would speed up helpdesk significantly, certainly when we do scripting.

2
aravind.sundararajan
8 years ago
Contributor
michael_11448Contributor

Allow removing helpdesk title on all paid plansClosed

I think that you should allow removing the helpdesk title on all paid plans. This is because some companies have logotypes (stylized text as logos) and so after adding the logo the company name is displayed twice.I realise this can be changed on the garden and estate plans, but I think that like adding a logo, it should be available on all plans via a checkbox.

1
aravind.sundararajan
8 years ago
Apprentice
rob_10277Apprentice

Expand the "More articles in..." list when reading an article (if there is space)Closed

Hello, I like the ability to navigate directly to other articles in the same group, when you are in an article. However, one thing that would make this better, would be if the full list of other articles were displayed when possible. Currently the list of other articles is limited to 10 items, with a "See all..." link at the bottom. If the article is long enough, there is white space below the "more articles" list. I think it would be better to use this space to display the rest of the articles.It would be even better to provide the full list of articles, with the current article highlighted so you know where you are. This is especially helpful if the author intended you to proceed through the articles in sequence.

2
aravind.sundararajan
8 years ago
Apprentice
tgriesingerApprentice

While creating a new ticket and adding a new requestor, allow the option(s) to edit, overwrite, merge, duplicate and/or delete an existing Customer/Company.Closed

Explanation: The FreshDesk system currently has a message that says "user already exists" and forces you to choose the existing user while attempting to add a requester with more information than the same existing requester. If the "new requester" has more information than the existing user, the new information is forgotten and is not appended to the existing user.Example: Existing Customer has First Name and Email only. New requester (same Customer) has First Name, Last Name, Email, Company, and Phone number. All the additional information from the "new requester" will be forgotten and will not be merged into the exiting Customer that we were forced to select.Additionally, sometimes the existing Customer/Company information is misspelled or incorrect. There is no easy way to quickly edit/merge/overwrite/duplicate/delete this information on-the-fly while creating the ticket. A busy call center does not always have time to go back in and manually edit/merge/overwrite/duplicate/delete information. In this case many false duplicates are created and the ticket history is "lost" (disconnected from the "real" Customer/Company history) if the false duplicate is not later found and manually corrected.Summary: Our Customer/Company database is full of duplicates, incomplete and/or incorrect Customers/Companies, and contains scattered tickets that don't point to where they should. While the issue is mostly agent/data entry error, FreshDesk does not make it possible to make corrections, merge entities, or overwrite requester data while making a new ticket. In fact, it almost works against you by forcing you to select the incomplete/incorrect existing requester without the possibility of adding/merging the correct/additional information. Since each new ticket has the potential to create a new false duplicate Customer/Company, my request is to make the requester field more functional allowing for agents to edit/merge/overwrite/duplicate/delete existing Customer/Company information on-the-fly while still inside the New Ticket submission screen.

1
aravind.sundararajan
8 years ago
Skilled Expert
geirmundSkilled Expert

SLA Violation should not apply to tickets raised on behalf of customersClosed

Hi,When raising a ticket on behalf of a customer (creating a ticket), the response time should never be violated as the ticket originated with the agent.Thanks,geirmund

1
aravind.sundararajan
8 years ago
Apprentice
craig.douglasApprentice

Option to choose Agent Group in Live Chat TransferClosed

When using the Chat Transfer feature, in addition to Available Agents list, would be helpful if agents could transfer to a group defined in the Help Desk.

1
aravind.sundararajan
8 years ago
Apprentice
tpittardApprentice

Remove agents ability to assign tickets to other agents?Closed

Is it possible to remove an agents ability to assign tasks to another agent?Make it where they can only assign tasks to themselves? 

3
aravind.sundararajan
8 years ago
Contributor
tloContributor

SLA target timeframeClosed

HiWhy is the SLA target timeframes hardcoded in Freshdesk? 30 minutes, 1 hour, 2 hours, 4 hours and so on. What if our policy is 3 hours? We are forced to change our SLA targets to match one of the hardcoded timeframes Freshdesk have set.This should be any number, from 1 to 999999999 minutes.Also, "resolve within" should be optional. Currently we set all to "1 year".

2
aravind.sundararajan
8 years ago
Contributor
dferberContributor

LoggingClosed

On the customer list it would be nice to see "last log in" date/time.I know it's been listed before but we would like to see who is using day passes and when so we can tell if we need to add them as full time agents.logging of most commonly used Solutions - would be nice to display a Top "x" Solutions on the home page

2
aravind.sundararajan
8 years ago
Contributor
dean.faulknerContributor

Many Save Buttons for new ticket in Agent PortalClosed

Hi,Currently there are many types of save button in the agent portal and this is confusing - for better usability it would make sense to only 2 buttons.[Save] [Cancel]This will cause much less confusion (the save and close button is often misunderstood as a "Save this button and close this window" button)For adding lots of tickets on bulk I would suggest adding a checkbox under or beside the button that asks you if you would like to create another ticket after this one - as below.[ Save ]          [ Cancel ][  ] Create another ticket upon saveSave and close seems pointless as this can be done by setting the status to closed within the window. but if you needed to keep this action then, again this would be better dealt with as a Check Box.[ Save ]          [ Cancel ][  ] Create another ticket upon save[  ] Automatically Close this ticket upon saveThis provides a much less confusing interface for people and I would think make it easier for everyone.

1
aravind.sundararajan
8 years ago
Contributor
shaunContributor

Customers tab: how to show "all" instead of "verified" by default?Closed

Being able to show "verified" customers is nice, but I would prefer to see "all" customers by default.  Is this possible?Thanks,Shaun

2
aravind.sundararajan
8 years ago
Apprentice
ahernandezApprentice

Automatic Time TrackingClosed

We don't bill support time spend, Our clients are all in Costumer support time contract, Our Agents don't get paid by the time spend. WE just need an automatic way to know how much time a n Agent spend resolving the tickets, so we can measure performance or time spend on clients also is useful to know which clients hogs more of our Agent's Time. Simple, after the Agent do the first repones or since is the ticket assign to him (able to choose this variable will be nice) so until the ticket is resolve or closed (also able to choose which of those states stop time will be nice). See? so we can click on any ticket and see how much time took to resolve or if is still open how much time has taken so far. But with no input from the Agent, but automatic, since I don't want the control of time on hands of the agent. Thanks.

3
8 years ago
Apprentice
smenziesApprentice

Watch other Agent's ticketsClosed

 I would like to add a feature request - for watching another Agent's tickets.The Watch feature only works for tickets that the Agent already has access to.I would like to increase the ability so an Agent can view (and possibly edit) tickets that aren't assigned to them, or are outside their Group.Eg, Agent A in Sales Group gets a ticket.  Works on it.  Assigns it to Agent B in Technicians Group.  Agent B now works on the ticket.  However Agent A from Sales Group has no view, no access or information on the ticket (apart from notifications with Watch).This is also an issue if Agents don't have Group view access on tickets, they can't even Watch tickets not assigned to them.

1
aravind.sundararajan
8 years ago
Contributor
kylee.hudsonContributor

ACL groups for allowing customers\third party to view tickets.Closed

Hi,We have situations where we have large companies with different departments and also have another third party supporting them.They only want their tickets seen by the people in that department and the person from the third party who looks after them as well and will also log tickets on their behalf.All of the company have the same email address eg.  @company.comThird party are @thirdcompany.comIs it possible for the Contacts to have a department\project filedThe project field you can assign to any user no matter which company they are in and allow them to view all tickets from that project\department etc...The other way would be to have the option to create a group and add the users who are releveant to the tickets.  You would then add the group to the tickets to give them access.  (like having an access control to individuel tickets)Currently we are trying to work around this by creating the companies as the projects however this is a problem for people who are in both projects and require access to both areas as you cant assign them to two companies....Is it possible to two another fields added to the contacts for their departments and optional projects and only allow the to view all tickets related to that department or project.Would also be nice if could also allow 3rd party companies to also view certain 

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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