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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
lsimpsonApprentice

How to Require a reply before closing TicketClosed

How to Require a reply before closing Ticket? 

4
aravind.sundararajan
8 years ago
Apprentice
alex_10982Apprentice

Freshbooks Integration for multiple staff/agentsClosed

Hello, Is it possible for each agent to enter their own Freshbooks API key so that they can only see their list of projects/tasks for putting time against? From what I can tell, we can only enter a single API key at a time for all users which means that our agents can track time against someone else. Alternatively, is it possible to default the Freshbooks staff member on a per agent basis? Cheers, AP

2
aravind.sundararajan
8 years ago
Contributor
lschorrContributor

Fresh Phone Hold featureClosed

I will like to see the "Hold" feature when using fresh phone 

2
aravind.sundararajan
8 years ago
Apprentice
mailApprentice

Flat design for customer portalClosed

Please redesign the customer portal to give it a modern flat design even for the free plans.ThanksMichael

1
aravind.sundararajan
8 years ago
Contributor
budo.renContributor

FR - Very basic Observer filters missing - "Ticket is - CREATED" - "On Password Reset" - "On New User"Closed

 As the title says.Currently there is no way to set up true MULTIPLE LANGUAGE/MULTIPLE PRODUCT auto email notifications even with a lot of hacking in Dispatcher and Observer in the Garden and Estate plans.The three auto email notifications that cannot be set up per language/product are User Activation Email Password Reset Emai New ticket create To fix these the following needs to be implemented.Observer filtersTicket is - "CREATED"  - to allow for when an agent creates a new ticket for the customer and wants to tailor the email sent           currently there is only "updated", "deleted", "marked as spam" On Password Reset On New User This will allow for tailored emails to be sent per product per language.It goes without saying that your customers will be put off by sending them 2 or 3 languages in a single auto response email.This is especially true when dealing with 2-byte languages and the case where a customer might see garbled text along with their language.It really looks unprofessional and tardy.In my humble opinion, and while falling in love with Freshdesk, without these fixes Garden and Estate plans are not really multiple product, multiple language as advertized.kind regards,Bren

2
aravind.sundararajan
8 years ago
Apprentice
jeanApprentice

Users can use another user's e-mail account to open Tickets without a identity confirmationClosed

 When you are opening a Ticket, i can change my e-mail and open a Ticket as another person, without a  identity confirmation. It sometimes may be a problem. What could be made is disable the option to change the email address when requester tries to submit a ticket using FRESHDESK.

2
aravind.sundararajan
8 years ago
Contributor
tloContributor

Show SLA policy info and customer info at ticket levelClosed

We would like to see some more information about the customer (especially SLA) on the ticket view page.An on/off option (checkbox) to show the customer description info in the requester info box should also be available.

5
aravind.sundararajan
8 years ago
Apprentice
malliettaApprentice

Ability to customize Ticket PropertiesClosed

In the current state, the Ticket Properties fields are auto-created from ticket fields. It would be great if we could choose which of those fields are shown in particular Group's tickets (or at least be able to rearrange so that most commonly used/important fields are moved to the top). Thanks!

4
aravind.sundararajan
8 years ago
Apprentice
vanpApprentice

Proofread and review posts on forum before they are posted publiclyClosed

the forum set up should have option to allow moderators to approve all comments, posts, questions,  etc. before they are posted publicly

3
aravind.sundararajan
8 years ago
Apprentice
gsmithApprentice

Placeholders for 2nd Second Level Custom FieldsClosed

Dependent Fields are great!  Now I just need a placeholder for more than just the primary level custom field.For example:   Dependent Field Called “Company”  Level 1 = Company  Level 2 = Site    {{ticket.company}}  works as a placeholder {{ticket.site}} does not work {{ticket.company.site}} does not work either

3
aravind.sundararajan
8 years ago
Apprentice
timApprentice

Export "Type" in CSV formatClosed

At the moment if you want to do any serious analysis of performance you need to export data from Freshdesk to a CSV file (BTW would be nice to have Excel too...). If you want to analyse by ticket type (Question, Problem, Incident, etc.) you have to first filter by type and then export the result.It would be SO much easier just to include ticket type as another data item that can be exported, I can't see why this is missing at present.ThanksTim

10
aravind.sundararajan
8 years ago
Apprentice
chris_10048Apprentice

Adding code snippets to discussion threadsClosed

When posting on the forum, the code snippet in the editor doesn't work very well. Since our product is related to web development, we often post code snippets in our support replies. This is something which is pretty important for us to get right. Am i missing something here? I tried adding a snippet of css and chose the css option from the code block drop down.  

4
artoon
8 years ago
Apprentice
bill.boydApprentice

Ticket Fields and RulesClosed

HiI'm currently trialing Freshdesk - and have been looking at it with a view to solving specific areas for our small business.Critical for us is the ability to set custom tickets based on what our customer actually wants from us.  An example - we have customers who have different systems under agreement with us.  We offer both reactive and preventative maintenance.  The questions we ask to support say "Fire Alarm Maintenance" would be very different from those we ask to support "Burglar Alarm Fault" - in the former case, we'd ask things like "When would you like this done" and "Are any faults apparent on the system" - whereas for the latter, we'd want to collect information such as "What does the message on the keypad say" or "Are there any lights on the display", and other such questions.All of the questions we normally ask are set on two key fields - Reason for Call and then System Type.  Those two fields set everything about our response.  They set not only the questions we then ask, but also response times, advice given, and more.  It's kind of critical to us that we ask the right questions, so as not to let our customers down - I'm not at all sure I can trust the ticket we're given to do any of that, as it's so inflexible.  I can't find any way to remove some of the "default" fields either - "Subject" is no good to us, for example, and while I can hide it from customer portal view, I can't clear it from the ticket design window, and it's very cluttered - I have no idea at a glance what will appear on my ticket and what won't.  Is there any chance that this kind of conditional field functionality will be available soon, even if it were to allow us to present different sub forms based on a couple of initial answers?  

4
aravind.sundararajan
8 years ago
Apprentice
morearApprentice

Embed link into the text of a chat windowClosed

It would be nice to be able to embed a link into the text of a chat, to do away with length links that I send to our customers. Could function like the Insert Link option that is available for replies. 

1
aravind.sundararajan
8 years ago
Contributor
alex.mcmillanContributor

Start Timer without 2 ClicksClosed

The button to start the timer, should be directly on the ticket screen and not in the popover.

1
aravind.sundararajan
8 years ago
Contributor
d.nieuwendijkContributor

New Ticket for New Requestor: can't set languageClosed

As an agent, I'd like to be able to choose the requester's language from the New Ticket form. When I create a new ticket, and from the new ticket form I put in a new requester, it is currently not possible to choose the requester's language. It will always be the default language. If you operate a company which is active in several countries with different languages, it is an annoyance to have to update the language from the requester's details each time, thereby having to leave the ticket. Therefore, this extra field would be very helpful.

1
aravind.sundararajan
8 years ago
Contributor
d.nieuwendijkContributor

Choose requester's e-mail address when replying to ticketClosed

When replying to a ticket, it should be possible to choose from the Requester's e-mail addresses, to which one the reply should go, or in fact that it should go to the updated Requester's address. This is especially necessary when customers have contacted us via a contact form and entered an invalid e-mail address (for example containing "hotmai.com" instead of "hotmail.com"). Currently, Freshdesk will still send the reply to the invalid e-mail address, even if the Requester's address has been updated.

2
aravind.sundararajan
8 years ago
Contributor
mark_11668Contributor

Add more customisations for Timesheet ReportsClosed

THIS IS A KILLER FEATURE for me an my clients. I have added a custom fields to my client tickets called ticket type. - Incident - Covered by support contract (i.e. non-billable) - Service Request - Covered by support contract (i.e. non-billable) - Request for Change - NOT Covered by support contract (i.e. billable) - Content - NOT Covered by support contract (i.e.billable) e.g. /timesheet_reports Currently there is no way to add / customise the timesheet report columns. If I could add the custom field  'ticket type' to the timesheet report, and then group by this, I could then automate my monthly billing tasks. Currently there is no way to customise the columns, 

1
aravind.sundararajan
8 years ago
Contributor
d.nieuwendijkContributor

Individual chat routing (round robin)Closed

If multiple agents are on chat, and multiple chats are offered, it would be more efficient to have the chats divided to them by a round-robin mechanism. Suggested configurations: Turn Round robin on/off Amount of seconds of inactivity after which the chat is re-routed to the next agent

2
aravind.sundararajan
8 years ago
Apprentice
rsspokemongoApprentice

Unable to reply to Facebook comment itselfClosed

When a comment is posted on a Facebook visitor post, we are unable to reply to the actual comment itself. Instead we have to add a completely separate reply and it makes us look like we have no technical know-how. Can we get this extremely basic feature implemented so we can carry a public conversation on Facebook?

1
aravind.sundararajan
8 years ago
Apprentice
david.infingerApprentice

Agent Title PlaceholderClosed

Can we get a placeholder for the agent's title field? We would like to apply the agent's title to the signature when replying to a customer/requester. Example: {{ticket.agent.name}} {{agent.title}} {{ticket.company.name}} Resulting with the reply showing: John Doe Technical Support Technician  Freshdesk Inc.

2
aravind.sundararajan
8 years ago
Apprentice
mark.mApprentice

Change ticket Group without re-selecting AgentClosed

Currently when you change a ticket's Group, it clears the Agent as the drop down is repopulated with the Group's members.This is counter intuitive when you have groups that most agents are all members of.(Our line of business calls for a structure of many groups, often all with the same members)Often an agent will change the group and click update -- without realising they have just unassigned the ticket as well.If the drop down could automatically select the previously selected agent, assuming they are a member of new group, it would save time and eliminate the accidental un-assigning.

1
aravind.sundararajan
8 years ago
Contributor
jbredenhofContributor

Report by statusClosed

I'm still trying to evaluate if the reports in Freshdesk are worth the additional cost. I may be unique, in that many of my tickets stay open for a long time in various stages. For example, we have a custom stage "Fix to be delivered", but due to delays in our customers' IT deployment side, it could take many months for it to finally move to Closed status. It would be interesting to see the breakdown of our tickets by status. Ideally, it would be good to omit certain statuses (example, our "Fix to be delivered" status). The Help Desk Load Analysis report is close to the presentation that I'm looking for, but because there's a huge number of dormant tickets, it's hard to see the smaller number of active tickets.

1
aravind.sundararajan
8 years ago
Apprentice
bkravApprentice

Default Ticket View - TagsClosed

When viewing tickets it would be nice to be able to see TAGS associated with the tickets.

0
Apprentice
8 years ago
Contributor
charlie.hawardContributor

Display both mobile and landline phone numbers on ticketClosed

When we have both a landline and a mobile phone number populated for a requester, the system only displays the landline when viewing the ticket.It would be really useful if both contact numbers were displayed on the ticket so you could call the mobile without having to click into the requester record.

3
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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