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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
scagasContributor

[FD Feature] SLA Response Time Violation Report for Breached Response Time TicketClosed

Would it be nice if we can have this on report generation wherein the management is able to see the reports for breached response time tickets. Because right now based on the report generation view the avaialable reprrt only is the "Average Response Time (In hours). It will be more nice if we can pull the data wherein how many tickets where breach in Response Time. What do you think?

2
aravind.sundararajan
8 years ago
Apprentice
arydamanApprentice

Cuenta freshservice Julio AngelClosed

Buenos días, hemos creado una cuenta nueva

0
Apprentice
8 years ago
Apprentice
romstadApprentice

Internal File ManagementClosed

Incorporate some form of file manager/library to handle situations where one solution needs numerous files that need to remain behind the freshdesk login. Attaching a dozen files or more is tedious, especially when the same files are needed across multiple solutions.

2
aravind.sundararajan
8 years ago
Contributor
jnguyenContributor

Sortable Search ResultsClosed

Is there a way to sort/filter search results?Would be good to be able to sort on a date field, ticket requester, tickets/solution/notes or even subject.Search results look so messy right now.

5
aravind.sundararajan
8 years ago
Apprentice
nathalie.bollmanApprentice

Searching for a ticket right awayClosed

For some reasons it is impossible to search a ticket right away. This is not very efficient for business practice. Can you please look into this?

2
aravind.sundararajan
8 years ago
Contributor
hmorneauContributor

Show "Planned" "Not taken" "Implented" directly in the forum tab viewClosed

That way it would look more alive and we won't have to drill down to see the status.

2
aravind.sundararajan
8 years ago
Contributor
luke_10029Contributor

Default to Open Ticket view when clicking "Check your ticket status"Closed

I'd like to suggest that the default view when a user clicks "Check your ticket status" becomes the open tickets, not all tickets.  I would guess most users want to see their open tickets first, before a combined listing.

2
aravind.sundararajan
8 years ago
Apprentice
prestonApprentice

Having a way to "favorite" or "Save" forums or solutions threadsClosed

Having a way to "favorite" or "Save" forums or solutions threads for us to be able to access them again in the future.

2
aravind.sundararajan
8 years ago
Contributor
luke_10029Contributor

System NotifcationsClosed

Please consider adding a notifications bar or area in the app so agents and admins can quickly see when they have a notifications due to activity in the app.  I realize we currently get emails for these, but I'm probably safe to assume that most support gurus out there already have email overload and can miss important notifications.  Here is one implementation that our development PM app uses that works well:  http://blog.assembla.com/assemblablog/tabid/12618/bid/91173/Assembla-s-Social-Collaboration-Pack-Makes-Real-Time-Feedback-Fun.aspxSpeaking of Assembla... this would be great to connect to Freshdesk using Webhooks (hint hint) ;-)

2
aravind.sundararajan
8 years ago
Apprentice
neville.franksApprentice

Enable Products to be private in Multiple ProductsClosed

I'd like to be able to set up a new Product in Multiple Products and not have it visible in any way, until some future point in time. This would allow me to create Solutions and Forums etc. without them being publicly visible.-Neville

1
aravind.sundararajan
8 years ago
Apprentice
kevinmApprentice

FreshDesk Status PageClosed

HiHave had a couple of instances where we have been unable to get to our Helpdesk or there has been a problem with email delivery, would be great to have a Freshdesk Status Page perhaps on the main Freskdesk website showing any problems with the email queues or web interface, would save having to raise a ticket with Freshdesk and ask if there were any problemsKev

1
aravind.sundararajan
8 years ago
Apprentice
yumikoiApprentice

Track changes made to the original ticket in Show ActivitiesClosed

When changes are made to the original ticket (Requester, Subject line, Description), allow us to see the changes as logs in the Show Activities view. 

3
aravind.sundararajan
8 years ago
Apprentice
millieApprentice

Insert Brand logo in Email ResponsesClosed

Has this been solved yet? Looks like there's a few Freshdesk users wanting this. We certainly do.

3
aravind.sundararajan
8 years ago
Apprentice
james_10429Apprentice

Requester Preferred NameClosed

A simple request - I'd like to see a 'preferred name' field for customers, so the templates can sound more friendly. e.g. instead of saying:Dear John Smith,they can sayDear John,J 

1
aravind.sundararajan
8 years ago
Apprentice
bApprentice

Saved social searchesClosed

I'm surprised freshdesk doesn't have this. It is one area where Zendesk works way better. Would be great if we could save social searches instead of always having to type them again and again.

3
aravind.sundararajan
8 years ago
Apprentice
jimApprentice

Scenario automation - Assign to the current agent (Me)Closed

As of now, there is no way to define a scenario which assign the ticket to the agent who is executing it. Essentially what we are looking for is a <Me> listed in the agents list drop-down.

1
aravind.sundararajan
8 years ago
Contributor
paul_10315Contributor

Dispatch'r / Supervisor / Observer rulesClosed

It would be useful to have "Hours since last response" and last response by (agent/requester) in the conditions And in the actions, it would be really useful to be able to include the time sheet as a placeholder, then when a ticket closed I could send the details to accounts to get the invoice raised and to our crm for account managers.

1
aravind.sundararajan
8 years ago
Contributor
harryContributor

See IP address in FreshchatClosed

Hi,Would it be possible to see the external IP address of someone when they send a chat through Freshchat?Currently the location already comes up - I assume this is because the IP is matched to a town/city - is it possible for the IP to be displayed as well?Thanks,Harry SassoonHITS-Computing Ltd

5
aravind.sundararajan
8 years ago
Contributor
norbert.bedeContributor

Time Sheet Report show ticket ID in ticket ColumnClosed

for better identification, referencing it is important to show ticket #ID like - ticketname (#22343) - must be re-clickable.

3
aravind.sundararajan
8 years ago
Apprentice
brendan_12272Apprentice

External Mail RelayClosed

Just a suggestion. To both work around SPF, potential blacklisting and indirectly reduce your bandwidth fee's, provide the option for a helpdesk operator to optionally specify a submission server along with authentication, falling back to your existing method if none provided.For example if Mary of maryjane.example.com wants emails to be sent via her own mail server, she could fill in the following options: -  * Outbound Email Host:  mail.maryjane.example.com  * Outbound Email Port (25 or 587 being defaults normally)  * Outbound Username  * Outbound PasswordThis means all mail will come from her server's IP address rather than the freshdesk one.This also indirectly works around a bug with the freshdesk MTA. It does not seem obey RFC-2821 properly in that it does not wait for responses from the mail server before sending its next response. This trips a bunch of anti-spam measures that have to be manually whitelisted around. I'll log this as a bug later once I've tested it properly and can put down more details.

2
aravind.sundararajan
8 years ago
Contributor
chris.tintaContributor

Merge Multiple Tickets into one from Tickets WindowClosed

It would be great if you could merge multiple tickets into one from the tickets window, rather than opening each ticket and merging one at a time.Thanks

2
aravind.sundararajan
8 years ago
Apprentice
joseph.balderasApprentice

Asset Column Adjustability/CustomizationClosed

There are certain columns that are available through the asset management sub-filters that  are not available when I am in the "All Assets" filter. Why is this? Is there a way to consult with development teams to fix this inconsistency?I just want there to be consistency in the columns on all filters so that I may display a column for IP, MAC address, and Operating system. Rather than having to go into the device's details. We are excited about purchasing your services, but that is our only concern. 

0
Apprentice
8 years ago
Apprentice
bulrickApprentice

Link to ticket in agents replyClosed

The link to a ticket should be able to be in the agents response email to customer. I realize that they can just reply and the agent gets the customers response but it might be nice if the customer wants to see the history of the conversation,

2
aravind.sundararajan
8 years ago
Contributor
michel.renaudContributor

Allow dispatcher rules conditions to case on the contacts "Language" parameterClosed

We serve customers with multiple languages, even within a same Company (offices in multiple countries, multilingual countries or provinces/states) which means that a Dispatcher rule based on domain or Email would be useless. However, since each contact can  pick its favorite communication language, allowing the Dispatcher's rules to be able to case on the contact language parameter would offer a much more flexible solution when it comes to sending notification messages, in the language selected by the end-user.  Thanks for considering this feature. Michel Renaud

4
aravind.sundararajan
8 years ago
Apprentice
jamie.kesterApprentice

Reply email automatically set to incoming emailClosed

I have received tickets from my affiliate email address.  When replying the from email address defaults to the support email causing me to remember to manually change the from email to my affiliate email address.  Can this be changed to have the system automatically have the from email that matches the incoming email selected on replies?

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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