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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
justinsApprentice

Ability for Admin to Remove Agent from Auto Assign PoolClosed

We utilize auto assignment within several of our group levels.  This works great 90% of the time however.  If an agent is out sick or on vacation we must take one of the following steps.  it would be great if an Admin could remove an agent from the auto assign pool via the Agent page or within the group without dropping the user from the group.1) Drop user from group2) Turn off auto assignment or override auto-assignment by updating observer/dispatcher rules.

1
aravind.sundararajan
8 years ago
Contributor
connieContributor

Search Capability by Actual DateClosed

 I know we have posted this before, but since it's been awhile, I thought I would do it again.We need the ability to search by an actual date range and not just 2 months ago, etc. We have clients that swear they send us requests that were not processed and they give us a date.We spend hours going through the search list, clicking on a ticket to open to see an actual date. This ties in to the other issue of just displaying on the search display:Closed about a 1 month ago, etc.

2
aravind.sundararajan
8 years ago
Contributor
suresh.sambandamContributor

Rally support for a feature requestClosed

I want to ability for our customers to promote a feature they are interested to their peers i.e. other customers so that we know if we need to prioritize a feature or not.Features championed by customers are better received from peers rather than the service provider.

1
aravind.sundararajan
8 years ago
Apprentice
john_10250Apprentice

Everything except filtered viewClosed

Hi There,Love the product, would like to see an option for displaying all tickets except those with a specific status.

1
aravind.sundararajan
8 years ago
Contributor
hlasherContributor

Making the Reporting Time Period More UsefulClosed

When I am running the reports in the system, I always end up having to set the date range, because the built-in times of last 7/30/90 days aren't really useful. Today, This week, This month, and This year would be much more useful to me. Could those be the default available options instead?

1
aravind.sundararajan
8 years ago
Apprentice
support_13344Apprentice

Missing critical Agent Permissions for Customers sectionClosed

We've integrated our B2B platform with freshdesk and noticed one major issue.There is no way to select what Customers an Agent can see.There is a way to hide the Customers section from an Agent completely, but we need more detailed permissions.Right now you can limit the Agent to only seeing tickets assigned to a specific Group, this need to be further expanded to Customers.If Agents can't see tickets not assigned to their group, why should they be able to see customer info, which is usually more sensitive?This is more of a problem when using Multiple Products, because customers signup at different Product Portals.If Product1 Portal has new tickets assigned to Group1, then we also need a way to assign new Customers signing up at Product1 Portal to Group1.Then it would be easy to limit an Agent to only see customers that signed up at Product1 Portal, because those customers belong to Group1.So we need 2 things here:1) a new field for Customers to associate them with a group or product portal, 2) a new permission for Agents to limit their customer visibility to customers assigned to a specific group/product.We plan to have 20+ agents in our support desk, 1 per product, and each Agent must only be able to see customers that signed up at their product's portal.The products we are providing support for need to be completely isolated from one another. Showing Customers belonging to other products to Agents that have nothing to do with those products is a major security issue.Thank you,Serge

2
8 years ago
Apprentice
timsinescpaApprentice

In the Dashboard add Menu Button to View PortalClosed

To view the portal, if you are logged in, you have to go to Admin > Portals > View Portal.  It would be nice to access the View Portal directly from the Dashboard.  Should be an easy enhancement providing the community and the developers see an advantage to have this option.  If there is an easier way to do this, please suggest!

1
aravind.sundararajan
8 years ago
Contributor
nico_12984Contributor

Attachments in LiveChatClosed

Hi,One of the functionality we're missing (from the system we were using before) is the ability to attach a screenshot to livechat. We have a lot of non-tech-savy visitors and sometimes it's just easier to send them a screenshot taken with the snipping tool to show them something.It can work the same way than attachment in email, I mean the file stored on cdn (https://s3.amazonaws.com) and then livechat will present a link to click for the visitor to see it in a different tab.Having to tell them, we sent you an email, go read it, open the attachment and then come back on livechat is not providing a good user experience.

4
aravind.sundararajan
8 years ago
Apprentice
nnewApprentice

Automatically set origin dateClosed

Is there a way to have the origin date set automatically instead of having to pick on the calendar every time?  We would still like to be able to set it as well should we put a ticket in on a later day.

2
aravind.sundararajan
8 years ago
Apprentice
nurenaApprentice

Fresh desk should be able to allow their users to access accounts with permission without penalizing the customer.Closed

Every time we need support directly from a Freshdesk agent i.e. to help us set a workaround. When we add the Freshdesk agent as an occasional agent and he accesses the system With our account he consumes our day passes.  Fresh desk should be able to allow their users to access accounts with permission without penalizing the customer. We truly appreciate the ability to add them for help/ support but there should be another way to add them without consuming the customer day passes.

5
aravind.sundararajan
8 years ago
Contributor
charlie_14117Contributor

Customer Satisfaction Survey: Option to flip the rating scaleClosed

Currently the rating scale always goes from bad to good (1 to 5, 1 to 7, etc). There should at least be the option to have it go from good to bad (5 to 1, 7 to 1, etc).  It is a psychological thing, but members are more likely to give false negative feedback when it is rated bad to good. 

2
aravind.sundararajan
8 years ago
Apprentice
singh.aniApprentice

SLA Non-Conformance reportClosed

Hi Everyone,  I am in process of evaluating Freshdesk for our helpdesk needs and although I am so far happy with all the features FreshDesk has to provide but am stuck at a stupid point. Hoping someone will help as FreshDesk support executive says it is not possible in the system  We need a very simple report -  List of tickets created during a specific period who do not conform to our SLA policies. Such tickets may have a status of "resolved" or "Closed" but as may be open tickets which are "Overdue". So basically a single list or report containing all the tickets who have breached SLA (either resolved or closed or still open)   I am being told by the support executive that it is not possible in FreshDesk, which I find it hard to believe as any helpdesk system should provide Non-Conformance report.  Any help here will be highly appreciated.  Thanks, Animesh    

2
aravind.sundararajan
8 years ago
Apprentice
sean_14998Apprentice

Change ringtone sound to localized ringtoneClosed

The ringtone for VoIP service is very European.  However, we are a company based in the U.S., and we would like that to be apparent throughout the customer experience.  We are afraid that customers who dislike outsourced call center will believe they are being rerouted out of the country, when in fact, our support is based in the U.S.  We hope they don't hang up before they get to speak to us.

1
aravind.sundararajan
8 years ago
Apprentice
bmullenApprentice

Clean up contact detailsClosed

Hello,I'd like to perform a full clean up of our contact list to clear invalid/old emails and reassign previously used email addresses to new contacts.Is there any quick way I could do this or will I need to manage each correction one at a time?

3
aravind.sundararajan
8 years ago
Contributor
pmesritzContributor

Searching customersClosed

It would be useful to be able to search by your customers.  We have over 100 contacts and it's hard to always locate people. 

3
aravind.sundararajan
8 years ago
Apprentice
cgallagherApprentice

Take it ticket optionClosed

Is there is a option like a fresh plug that we can add in the top row of buttons for a agent to click on to automatically assign themselves the ticket instead of changing the Agent name and then updating it ?

1
aravind.sundararajan
8 years ago
Contributor
darren.iwakiContributor

More actions for Escalation rules when SLA is violatedClosed

When a SLA is violated, just an email gets sent out.There needs to be an option to change the group, or assign to a new agent.

1
aravind.sundararajan
8 years ago
Contributor
paultContributor

Extend pivotal tracker integration to to include labelsClosed

HI,It would be really useful if the pivotal integration could also have a field to add labels to the story as it's created. This would allow such a richer experience. For example we use labels with customer name in pivotal, to be bale to add that label when it's raise through freshdesk, makes the whole process extremely streamlined.I don't believe this would be a big request to fulfil. It is basically just adding and extra field to the form and posting that with the request to pivotal. I attempted to build my own version of your pivotal freshplug. I added and extra field and made the changes to include the labels parameter, but it seems that somewhere between your http_request_proxy/fetch and pivotal it doesn't seem to like the sub array for labels. This is what the body looks like in the requestrest_url:services/v5/projects/1087850/storiesmethod:postdataType:jsoncontent_type:application/jsonbody:{"name":"test","story_type":"bug","description":"Ticket ID - #233\n\nRequester Email - support@somedomain.com\n\nDescription - ","labels":"[{\"name\": \"test\"}]"}This is the response I get{ "code": "invalid_parameter", "kind": "error", "error": "One or more request parameters was missing or invalid.", "general_problem": "'labels' must be an array of label values" }Any chance this functionality could be added please?

2
aravind.sundararajan
8 years ago
Contributor
alessio.fattoriniContributor

Box for notes about ticketClosed

Often a ticket I have dozens of questions and answers, and should have a small box of notes where pinning the salient data that would otherwise be scattered in the various responses. In my case, IP, technical data or a brief summary of the problem.Is there any possibility to have this? Todo list is useless for me.

4
aravind.sundararajan
8 years ago
Apprentice
shawnApprentice

Share Knowledge Base solution via emailClosed

Customers frequently ask questions for which an answer exists - as a 'solutions' page. They don't always do this via a support request. Often it happens via an email or phone call to their account rep. It would be very useful to be able to simply share the solutions page with the customer via email, even if the page requires login.The experience for the recipient of the email could be either of the following: The email contains a link to the content in a location that does not require full login authentication (clicking the link in the email should be sufficient to authenticate them). The email contains the entire contents of the solution page, nicely formatted.

1
aravind.sundararajan
8 years ago
Apprentice
d.foster1970Apprentice

Set Default OrderClosed

Hey guys...quick video to request that our last used sorting order would be saved and default until we change it again...http://screencast.com/t/DdJN50TOu

1
aravind.sundararajan
8 years ago
Apprentice
amillerApprentice

Portal Email Placeholder?Closed

Is there a placeholder that contains the mailbox/portal email address?  I'm trying to do a dynamic signature for new tickets and we use multiple products.  I'm seeing portal names and ticket URLs but have not seen the mailbox/email address assigned to each product as a placeholder.

1
aravind.sundararajan
8 years ago
Apprentice
ronnie.jorgensenApprentice

Ticket FormsClosed

Dependant on ticket type, the ticket fields change. This would would make it possible for other department to get relevant fields for their tickets that might not be relevant to other departments. My best scenario is that an internal IT team need fields like Issue with Hardware or Software, what hardware and software etc. but external customers emailing in for customer support does not need these fields.

1
aravind.sundararajan
8 years ago
Apprentice
shobhit.dixitApprentice

knowlarity integrationClosed

Hello, I would like to integrate knowlarity with freshdesk. Folks in Knowlarity have asked me to ask Freshdesk what API's would they need access to, to make sure they can integrate freshdesk freshphone like service with Knowlarity. Hence I am reaching out to you. The integration which I seek is as follows: a. When a customer calls, the CRM detects the name of the caller and the details (from the phone number), and shows a popup in the CRM b. When a ticket is created in the CRM, the customer is notified via sms about the status of the ticket. c. When a ticket is closed, the customer is notified via sms about the status of the ticket. d. When a registered customer sends the sms from the registered phone number, the sms is stored in freshdesk as a new ticket. Knowlarity has conveyed that they need to know what API's does Freshdesk seek access to, to integrate their services with Freshdesk.  Please help me.

3
aravind.sundararajan
8 years ago
Contributor
mgeschiereContributor

Ability to show WHO is votingClosed

Me as an support agent (support dashboard) would like to know who of my customers is voting for a specific feature request. One customer had more weight than another. 

4
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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