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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
hmayfieldApprentice

Advanced Reporting - Load BalanceClosed

Is there an easy way to see "load" for support tickets by day of week without running the report over and over in 7 day increments?  For example, I am trying to determine if I need to change my staffing strategy for agents available for tickets by day of week as well as what types of agents are needed (will they mostly be doing task a or task b).  All the data is available but it isn't as easy to see by day of week as it is in many of the other views.  

3
aravind.sundararajan
8 years ago
Contributor
jamesgroveContributor

Live Chat Routing: Roll-over the routing if an agent is offlineClosed

We recently turned on Chat Routing in Freshdesk, and put each agent into one or two of our routing groups based on their expertise. If a customer requests a specific topic, and the agent in that routing group is offline, then the chats are immediately and unceremoniously dumped into the Missed Chat group.I think there should be a fallback group if the designated agent is not available or doesn't pick up.  That way we could say "If the agents in Group A are offline or don't answer, then re-route the chat request to Group B (which could include all my agents)The chat widget is already smart enough to know when all my agents are offline (in which case it doesn't show the chat window). Add a little more intelligence to re-route chats to offline groups.Thank YouJames Grove

3
aravind.sundararajan
8 years ago
Apprentice
helpdesk_12511Apprentice

Capsule CRM BCC e-mail fieldClosed

It would be nice if we can add Mail Drop Box address from Capsule CRM automaticly to BCC field in OUTGOING mail. 

1
aravind.sundararajan
8 years ago
Apprentice
jtkApprentice

Can you not search forums?Closed

I see that matching topics found came up when I started typing, but is there not a global forum search so people can find things easier?

4
aravind.sundararajan
8 years ago
Contributor
sbeesonContributor

Redesign the [x] close button on all modal dialogsClosed

It's in an odd location and the color makes it difficult to identify.  I've been using the product for days and I still find myself pausing for a second to figure out how to close the dialogs.  Please make the color and location more traditional.

1
aravind.sundararajan
8 years ago
Apprentice
jstocktonApprentice

Citrix Sharefile IntegrationClosed

Would love to see a Citrix ShareFile Integration. We are in the process of adding that to our organization. 

2
aravind.sundararajan
8 years ago
Apprentice
barton.myersApprentice

Leaderboard Daily/Weekly ViewClosed

It would be great if there was a way to view a daily and weekly count of standings for the Leaderboard. Seeing a 1, 2, and 3 month view is great but it would be very nice to see where you stack up with your fellow agents that week or day.

1
aravind.sundararajan
8 years ago
Apprentice
lesley.browneApprentice

Sharing Tickets with PartnersClosed

Is there a comparable feature to Zendesk's Ticket Sharing? Or any workarounds others have used?

1
aravind.sundararajan
8 years ago
Contributor
yishaiContributor

Monitor emails sent to my usersClosed

Hi,I would like to verify that an email was sent (or wasn't) to my users.This can be done as some kind of a log that shows me the subject and email and time.

2
aravind.sundararajan
8 years ago
Contributor
varezziContributor

Simple Company Breakdown ReportClosed

Hi Freshdesk Team,I may be missing this, but I'm looking for a simple company breakdown report.  What I would like to see is a bar chart that lists all customers where I can choose to display one of several paramaters:  Tickets Submitted, Tickets resolved, Average time Per Ticket, Interactions per Ticket, Response rate.Thank you,Vincent

6
aravind.sundararajan
8 years ago
Apprentice
jamie.straussApprentice

Display ticket priority to customerClosed

Hi guys,I am trying to bump this uphttps://support.freshdesk.com/support/discussions/topics/72688This is an incredibly importan and standard functionality in most support systems; I am so disappointed this isn't currently in the system I am about to revoke our account.Thanks,Jamie. 

1
aravind.sundararajan
8 years ago
Apprentice
tmisquitaApprentice

Language change on WebpageClosed

Hi,Is there a way to setup the language on the webpage instead of change in the profile; for instance EN / FR.  So that when a user enters the website have the option of setting the language and then logging in?Could I have a step by step process on how to do this?

1
aravind.sundararajan
8 years ago
Contributor
luke_10029Contributor

Add Feature Request Status of "In Progress" or "Started"Closed

It would be great if we could let our users know when a "Planned" feature has made it out of planning stages and is in the process of being built.

1
aravind.sundararajan
8 years ago
Contributor
rkramerContributor

Notifications to SELFClosed

I would like it to check and see if the person entering the ticket is the person being notified before it generates an email. If I type the ticket I do not need to know the following:1) Ticket Was Created (I just typed it)2) Ticket Was Received ( I just typed it)3) Ticket Was Assigned to me (I just typed it)Maybe this could be a personalized setting in Agent Setup. Checkbox that says receive your own notifications.Any other thoughts on this?

3
aravind.sundararajan
8 years ago
Contributor
barbara.nixonContributor

Integration with Litmos (Learning Management System)Closed

Our company uses Litmos as our learning management system. It would be extremely helpful to our customers if Litmos and Freshdesk had an integration, so that we could easily include modules (videos, primarily) from Litmos into Freshdesk.(Zendesk already has an integration with Litmos in place, for what it's worth.)

8
aravind.sundararajan
8 years ago
Apprentice
tim.bacheApprentice

Options before closing or resolving ticketClosed

HiCould someone please advise me how i can get our system to not allow the closing or resolving of a ticket without adding time to a ticket.Also is there a way i can change the default of billable to not billable?thanksTim

1
aravind.sundararajan
8 years ago
Contributor
astedfastContributor

Detail field in "Pending" & "Waiting on Third Party/Customer"Closed

Currently, when we're waiting to receive a part or must do one task prior to starting ticket, we can select "Pending".  It would be great to have a field to indicate what we are waiting for.  When I select "Pending" from the drop down menu, a text box would appear, where I could enter either plain text ("parts delivery") or a pre-existing ticket number, which would pull up a link to the corresponding ticket.  That tells other agents, and possibly customers, what the reason is for not starting the task immediately.If entering a pre-existing ticket number, that corresponding ticket should then receive an update to say that other tickets are backed up until this one is completed.  For example, the ticket to install a new VOIP phone in a room must wait until the ticket for installing the new POE switch is installed.  The VOIP ticket wouldn't begin to "start" until the POE ticket is resolved, because it's impossible to do one until the other is completed.Similar to entering a ticket number, a text box could appear for "Waiting on Third Party/Customer", where I can enter an agent, customer or an email address.  If they are in the system, it pulls up a link to their profile, just as entering names into the "Requester" field does.  They can also be notified when this ticket is saved.  If they are not in the system, it will still be displayed in plain text.  That could be useful when you don't need to notify anyone, but want agents to be aware that you're "Waiting on Third Party: Lenovo Support", for example.

1
aravind.sundararajan
8 years ago
Apprentice
nsr786Apprentice

Scheduled & structured Reporting system in FreshDeskClosed

1) Scheduled reporting be enabled for tickets submitted day on day which can run automatically through a back-end scheduled job.2) Access to overdue tickets from the past (At the moment only report accessible is the consolidated SLA percentage for a specific period of time however one cannot view or export only those ticket which have gone overdue as per the SLA).3) Ability to link all tickets created data and time sheet while sending out final reports to clients on daily basis (At the moment one has to export all tickets data first to show how many tickets submitted and then have to export time sheet separately to show how much time/ effort was put in per day)

2
aravind.sundararajan
8 years ago
Apprentice
jonathanApprentice

Automatically assign group to Facebook and Twitter postsClosed

The "assign to group" feature under email settings is great.Would it be possible to add something similar to incoming Facebook and Twitter posts?

4
aravind.sundararajan
8 years ago
Apprentice
mkoosApprentice

The Ability to embed Documents in Solutions not just attach !Closed

I think the ability to be able to embed PDFs in to a solution , would be rather handy !  I know that there is an attachment option and it's what  i am currently using , however i think the ability to be able embed a PDF or PPT  would be beneficial and would provide a faster and more user friendly customer service system ! Would appreciate your thoughts and comments on this matter !

5
aravind.sundararajan
8 years ago
Apprentice
hilton.jonApprentice

Private ModeClosed

Hi, In order to use this as our helpdesk we would need to require users to log in to view any of the content (forums, solutions etc) as the content would not be for public consumption. Is this an option? Thanks

3
aravind.sundararajan
8 years ago
Apprentice
alison.hughesApprentice

Public / Private Solutions and ForumsClosed

As an alternative to using SSO for managing user sign up and the admin tasks that creates. I would like to manage what users can see. I can do this in solutions by using the company filter as we have control over this on the user. So only users assigned to a company can see selected solutions. This works well for solutions that are only visible to one or two customers but for the knowledge base area which we allow all customers access it is time consuming to add every company and then maintain this going forward. What would be good would be to be able to select all companies or exclude users with no company. This would also be required on the forums , once company restriction has been added in this area. We also need to be alerted that a new user has signed up and then assess whether it is a member of the public or a customer. A filter on the user enquiry screen would also be very useful as we have had to tag each user to enable us to drill quickly to users in a specific company.

1
aravind.sundararajan
8 years ago
Apprentice
joseph.lombardiApprentice

Multiple Products - LimitationsClosed

I am currently evaluating FreshDesk and it seems to meet all of our basic needs except the multiple product feature doesn't seem to be very thorough.  It needs to more cleanly separate products.Specifically, it doesn't allow each product to have its own FreshDesk URL for forums and solutions.  Here is what we desperately need to be able to do:Holding Company - holdingcompany.freshdesk.com - Only displays Holding Company forums and solutions and subordinate forums and solutions should be allowed to be displayed or not.Subordinate Company 1 - subordinatecompany1.freshdesk.com - Only displays Subordinate Company 1 forums and solutions.Subordinate Company 2 - subordinatecompany2.freshdesk.com - Only displays Subordinate Company 2 forums and solutions.Subordinate Company 3 - subordinatecompany3.freshdesk.com - Only displays Subordinate Company 3 forums and solutions.From what I have read and tested, this is not currently possible so multiple products/brands isn't really multiple products/brands since there is no end customer segregation.Am I missing something?

9
aravind.sundararajan
8 years ago
Apprentice
tpittardApprentice

Does FD live chat allow admins to shadow chats?Closed

In other chat services the admin can "shadow" a live chat while it is currently going on, is this possible in Fresh desk live chat?

2
aravind.sundararajan
8 years ago
Contributor
eiren.smithContributor

Add ability to sort customer list by creation and modification date/time.Closed

Add ability to sort customer list by creation and modification date/time. I want to inspect our newly created Customers tab entries — new contact records. If I cannot sort them by creation date, this gets really hard as the list gets bigger. To do this, we really need it to be possible to sort this list by:   Customer record creation date/time   Customer record last modified date/time Including time isn't that important to me. But of course it would be a factor in accurate sorting.

6
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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