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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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Contributor
graemeContributor

Show full attachment name in ticketsClosed

The file names of attachments in the ticket thread are truncated to a varying number of characters.I have lots of files with long names that all start the same and can't tell which is which without opening each one.I attach an example image of what I mean.It would be great if the full file name was displayed

4
aravind.sundararajan
8 years ago
Apprentice
nbrisacApprentice

Missing translation for vote-feedback formClosed

The vote-feedback form always show in English even though our portal is in french.A possible translation could be as follow :Désolé de n'avoir pas pu vous aider. Merci de nous aider à améliorer cet article.Votre avis :    * Besoin de plus d'information    * Difficile à comprendre    * Contenu imprécis / non pertinent    * Lien manquant / casséThe caption in the text field (commentaires) is translated fine, as well as the text of the submit/cancel buttons

1
aravind.sundararajan
8 years ago
Contributor
ddownsContributor

Company View - sort by activated vs unactivatedClosed

I've looked through the feature requests and didn't see this - but if this is a duplicate I apologize.  I would like to be able to sort my customers within the company view page.  For example, when I go to view ABC company and there are 112 users listed I would like to sort by unactivated vs activated. It would be helpful when I am dealing with one contact with the "company" and I need to be able to tell them which users in their group are not yet activated.  This would be partially addressed if we could sort the entire customer list by their activation status, however, I'm talking about just within the company view page as well.  

2
aravind.sundararajan
8 years ago
Contributor
marc.turnerContributor

Need to delete customer commentsClosed

We need to be able to delete customer comments. As an administrator this should be available.

13
8 years ago
Contributor
yishaiContributor

Company custom fieldClosed

Hi,I would like to have for my different clients some custom fields where I can write who is the main contactwhich version they are usingwhat are best hours to contactetc.

1
aravind.sundararajan
8 years ago
Apprentice
brent.millsApprentice

Ability to respond to any activity in a ticket's timelineClosed

Today, hitting Reply always responds to the original user.  However, I want the ability to respond to additional users in the ticket's timeline.  For example:John opens a ticket saying that his VM is having networking problems.  I know that Steve is playing around with the network.  I want to forward to Steve and ask if he knows what is going on.  When Steve responds, I want to be able to either reply directly to Steve, or reply to John, depending on what Steve's response is.As things sit now, I can either respond to the requestor and CC someone else, or I can forward to a third party.  However, if the third party responds, I have no way to respond back to them.  I have to forward again (which excludes their response), or I can respond to the requestor and CC the third party.

1
aravind.sundararajan
8 years ago
Contributor
cbarinaContributor

Allow SLAs to be bulk assigned to companiesClosed

Just checked in with this, and would like more linkage between SLA options and companies; while you can set the company SLA via API, this doesn't actually add it to the list of companies in a particular SLA. And there's no API to manage SLAs.When adding 800+ organizations, this makes SLA management basically impossible; there's no way to assign, say, half of them to SLA programattically or easily in the existing GUI interface.

1
aravind.sundararajan
8 years ago
Apprentice
tim.suttonApprentice

New Capabilities For FreshFoneClosed

I would like to request a couple of enhancements for FreshFone.1) Send an email when a voicemail is left.  This could possibly be handled by automatically raising a ticket when a voicemail is left.  (NB:  I actually asked for this 5 months ago here but that post has not received any response)2) Allow a call to be transferred to a specified number if:   a) Outside of business hours   b) Call unanswered (instead of voicemail)ThanksTim

1
aravind.sundararajan
8 years ago
Contributor
tpurcellContributor

Initiate Client Contact via Email by Specific Product (Variant of Compose Email)Closed

Use case scenario: We support multiple products/services. For one of our products/services our work flow is as follows: Client signs up for service Implementation team gathers information for setup of service Service is setup via phases: 1-3 Development works on phase 1 Phase 1 completed, customer must be notified and prompted for more interaction to move on to phase 2. CLIENT IS SENT NEW EMAIL Work flow repeats as above for all phases until service is fully implemented for client.  We need to track these email communications via a central support tool. Previously it has been done via standard email, but that isn't scaleable as we need agents to be able to reassign tasks or shift responsibilities by assigning the work to other team members. For the new agent to jump in, they need to see the client interaction history. Using Freshdesk for this would be ideal as the ticket will track client interaction and keep a central history of interaction. Currently email is sent from one agent to the client and then the agent cc's all other agents who may need to back them up. This is terrible because it generates so much email noise and isn't an automated or complete contact history based on a number of factors. We MUST have a tool/process for centralizing this client communication that looks and feel like email to the client but functions as a Freshdesk ticket on our side.I've attempted to use a combination of Dispatcher rules and custom ticket fields to create a ticket that looks like it is composing email to the client, but have hit two significant road blocks. Ideally, there will just be an expanded specific feature that address this issue/workflow, but if there isn't then the next best solution will be to expand the function of the Dispatcher rules to address the two primary roadblocks I've encountered.My current "work-a-round" solution that is close, but not close enough for actual use: Agent that needs to initiate client contact creates a new ticket In the new ticket it is filled out with the following method:Requester = Email To (Recipient)The Ticket Subject = Email SubjectThe Ticket Description = Email Body Agent sets a custom field to "Initiate New Email" (arbitrarily named) Then I have a Dispatcher Rule set that any new tickets with the custom field set to "Initiate New Email" will then have an action of Send Email to Requester, formatted with the following email placeholders: Subject = {{ticket.subject}}, Body = {{ticket.description}}. The client then gets an email with the details without a "RE:" in the subject line and it looks very close to the way we need it with two deal breaking exceptions.Two Primary Problems: The sent from address isn't product specific. So the client receives the email from our Global Support Email. This is a major deal breaker as we need the reply to address to be product and group specific. We will often need to send these new email messages to a group of stakeholders in the client's organization. We commonly have to send these new email/tickets to 2-6 recipients. We we attempt to use the "Add CC" feature in the New Ticket process in Freshdesk it send an email formatted with: "RE:" added to the subject line, and this line "{{Agent}} submitted a new Ticket to {{The Support Center}} and requested that we copy you" Thus, if the new email composition feature can't be added, I'd request the following features be added to work with our Dispatcher work flow: Select a "From/Reply to Address" in Dispatcher -I feel this should be added regardless in order to make Freshdesk better at Multi-brand support. Add the ability to have multiple requesters on a ticket, that way the dispatcher rule would work and we wouldn't need to use the "add CC" feature. -I feel this should be added regardless, as it is common that a ticket will be worked on for multiple client contacts and it would be nice to search a client history and see all the issues they had input on even if they weren't/aren't the ticket's primary "Requester" Add the ability to change the canned response for every automated reply from the Freshdesk system. We can change almost every thing else, why can't we change the "Add CC" notification format? As it stands, I can't fully migrate all my agents to Freshdesk until this work-flow is addressed. 

3
aravind.sundararajan
8 years ago
Apprentice
whitneyApprentice

Automatically show 5 most recent ticketsClosed

When viewing a ticket, it would be helpful to automatically see the 5 most recent tickets without having to hit "Recent Tickets." We often receive duplicate emails/voicemails, and it is an extra unnecessary step for our agents to have to hit a button on every single ticket to check if the customer has inquired in multiple times. 

2
aravind.sundararajan
8 years ago
Contributor
caley.ballentineContributor

Link asset to invoiceClosed

 I would like to be able to import an invoice and tie assets back to that invoice, like you can with a contract. Say I order 20 laptops and want to have the invoice with all the associated assets linked back. I'm thinking like the contract piece works now, but with out the expiration and inability to edit an active contract. I did create a new contract type, added an invoice there, but I can't edit it or get rid of expiration ranges.

0
Contributor
8 years ago
Contributor
charlie_14117Contributor

Chat: Insert SolutionsClosed

I've been searching through here and can hardly believe this hasn't been suggest. But having the ability to insert solutions into chat, like we do into ticket would be great. Currently I have to go search for the tutorial (solution) then copy the link, take it to a Google Shortener or Bit.ly and shorten it, because otherwise its way to long. Copy that, then take it to chat.  Inserting tutorials into a chat would be huge improvement. 

3
aravind.sundararajan
8 years ago
Apprentice
coreybrookerApprentice

Watchers for groups?Closed

It is nice to be able to set watchers on individual tickets, but is it possible to set watchers for every ticket assigned to particular agents/groups? 

1
aravind.sundararajan
8 years ago
Contributor
ggirdwoodContributor

Canned Reports - Include "today so far"Closed

At present reports in the reporting suite can only be run on data from the previous day backwards and not on data from the day so far.Could this functionality be added so I can run reports on all historic data including the day so far.Thanks,Grant

3
aravind.sundararajan
8 years ago
Contributor
msteuerContributor

Facebook Tab should be product specificClosed

When using the Facebook Tab and Multiple Products, the topics for ALL your products show up on each Facebook Tab. We are using FreshDesk for support of our multiple Facebook apps, and not being able to limit the content for each app makes the Facebook Tab feature more or less unusable.

4
aravind.sundararajan
8 years ago
Contributor
keith_11877Contributor

Custom fields should have same abilities as canned fieldsClosed

There are several requests scattered about regarding the new custom fields for contact/company. They are all related to simply making them "first class" objects in the system, the same as the canned fields. FD should learn from history as this area trips up all the major CRM vendors (and it's not really that hard..)Custom fields should be able to: be used as placeholders Trigger events Be available in canned responses Act as filters Accessed from API Import/export etc same as the canned fields. 

2
aravind.sundararajan
8 years ago
Apprentice
sylvain.guerryApprentice

Attachment functionalityClosed

Today we need to attach a folder with a ticket to share a screenshot. Some new technologies allow to copy/past in the text a screenshot to attach it. This will improve a lot the customer experience. Thx

1
aravind.sundararajan
8 years ago
Apprentice
dilbert166Apprentice

Limit number of LikesClosed

When discussing a feature people can click Like. It seems that each user has an unlimited number of these likes.The one thing I like dig UserVoice.com is that they limit the amount of Likes per user. That way users really have to think and make sure they distribute their Likes on the important stuff instead of light-heartedly liking everything.How about making this an option in the Admin interface.

1
aravind.sundararajan
8 years ago
Contributor
villeContributor

Better distinction for tickets that an agent reported behalf of the requestorClosed

When agent enters a new ticket behalf of the requester (phone tickets, transferred email tickets), the difference to requestor initiated tickets are minimal. It would be useful if the ticket is marked as "created behalf" already in the very first step and this flag would be visible also in the dashboard and ticket notifications, as well as in the ticket page itself. This would give a better overview for the agents and provide also ability to customize the email messages and notifications.

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

Satisfaction Survey penetration percentageClosed

Hello. It would be interesting to have the total number of sent out surveys, and the response rate.This to see how much customers actually give comments.It is well known that customers take more time to give negative feedback then postive feedback, so it would be good to have the total of surveys sent in the reports also.

3
aravind.sundararajan
8 years ago
Contributor
graemeContributor

Add Decimal ticket custom fieldsClosed

I can add a "number" field to a ticket to hold integers but it does not hold decimals.Unfortunately it lets you type in a decimal and when you update the ticket the field still has a decimal displayed in it but when you close and reopen the ticket page the decimal part of the number has been lost.I would suggest that value truncation should be raised as an error to alert users to this as it is losing information form the ticket when saved. If I type "fred" into a number field I get a validation error message. a decimal value should also generate a validation failure message to alert me to the fact that I will lose information when it is saved.It would be great if we could create a decimal field on the ticket to hold decimal values, which would have validation that rejects non decimal (ie alpha) values. 

4
aravind.sundararajan
8 years ago
Contributor
rkramerContributor

Phone Placeholder?Closed

I would like to be able to add requester's phone number to the Emails Sent to the Technicians. Is there a placeholder for those fields?Thanks,Ron KramerConsultants On Call

1
aravind.sundararajan
8 years ago
Apprentice
fredericApprentice

Billable checkmark when entering timeClosed

Currently, the only way to mark time not billable is to fully enter the time, then go back and hit edit, and then uncheck billable.  The option to mark a time as not billable should be visible in the same form as the initial time entry.

1
aravind.sundararajan
8 years ago
Apprentice
svanderpaeltApprentice

Multilingual SolutionsClosed

Hey Guys Would it be possible to also provide the solutions with the possibility of being multilingual please? I saw in Freshdesk that this is already available and this would be very helpful for our service desk as we have employees from Belgium, France, UK and the US (so English, French and Dutch). Below you can find the link to the article on the Freshdesk website. Starting from 'Step 3: Create solution articles for supported languages': https://support.freshdesk.com/support/solutions/articles/219745-how-to-set-up-a-multilingual-knowledge-base Kind Regards Steven

1
Apprentice
8 years ago
Apprentice
l.tielensApprentice

Ticket fields only editable when ticket is newClosed

Is it possible to make ticket fields only available for customers when the ticket is new? Especially fields like priority.  To our customers the priority is always Urgent, so when we change it to the real priority they shouldn't be allowed to change it back.Maybe assign the right to change ticket fields on existing tickets to the role supervisor (and higher).

2
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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