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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
mike_10132Apprentice

Ticket Type - Sub CategoriesClosed

I'd like to see the introduction ticket sub types or sub categories. This would help identify more precisely area's of time consumption eg:1.) Ticket Type = REQUEST sub type = PASSWORD RESET2.) Ticket Type = INCIDENT sub type = INTERNET OUTAGE3.) Ticket Type = QUESTION sub type = APPLICATION RELATED Thanks,Mike

4
aravind.sundararajan
8 years ago
Contributor
liz.aitkenContributor

Improve top bar search to help me find the results I wantClosed

I find the top bar search difficult to use - I rarely find what I am looking for. Several improvements would make this better: You can order the search results by "Relevance" -- but how is this judged? It doesn't seem to provide any relevance to me. Only show results that match exactly (or let me choose this as an option). For example, I search for "Runtime Error 53" in my instance of Freshdesk, and then click to see just the tickets. Only the top 5 results actually contain hits for this. The rest of the search results hit on "Runtime Error" but are other error codes - I don't want to see these as they are not relevant to what I am looking for and it wastes my time looking through them. Allow further filtering of search results to narrow down the results. E.g. receive 50 results back but filtering by company would let me narrow this to 5 options. Allow field names to be specified in the search so that I can search only the fields that i want. (e.g. subject: "Error 1234" would only return tickets where this exact phrase was included in the subject line).

2
aravind.sundararajan
8 years ago
Apprentice
betsy.ketchamApprentice

Chat History available during chatClosed

 It is often necessary to review past chats while chatting with a repeat visitor.  Please include a convenient link to past chats for the visitor.  An indication of presence, dates and operators of past chats in the current chat would be really valuable.  

2
aravind.sundararajan
8 years ago
Apprentice
viktorApprentice

Allow Prompt to Update Report ValuesClosed

Doesn't really make sense why reports only update every 4-5 hours. Please implement a feature that allows one to update reports to provide more insightful information. I can give two immediate examples for why this is mandatory: a) your staff is underperforming and you want to examine their work for a given day. b) you launch a special promotional event and aside from global tickets outstanding, there is no way to see how many tickets are being created and resolved - being that such events cause new scenarios, new conversations, you're unable to gauge exactly how long responses and resolutions will take. Allowing live reporting will let you act on information that will help you allocate extra agents to this event, reduce your budget or other push-marketing, etc.. etc... This is by no means an outrageous request. Every single software we currently use allows one to manually import/update/renew information available. Why not FD?

5
aravind.sundararajan
8 years ago
Apprentice
callardApprentice

Search Settings - Would like to search open tickets onlyClosed

It would be so nice to only get search results back for tickets that are not closed/resolved. Perhaps there could be a setting for search so you can choose to include/exclude certain filters whenever you search. This is different from doing an advanced search as I'd like the setting to be always on & not set it every time I search to enter time on a ticket.Thanks!

3
aravind.sundararajan
8 years ago
Apprentice
sgarrandApprentice

Exclude agents from new ticket e-mailsClosed

In my setup, we (agents) will create tickets ourselves when needed. I still get e-mails as if I'm an end user. Can there be a way to exclude at least the agent who created the ticket from getting these? Thanks.

1
aravind.sundararajan
8 years ago
Apprentice
sbauerApprentice

Please add a new field "Gender" to contact detailsClosed

Here is Germany it is normal, that your salutation is "Dear Mr. <lastname>" or "Dear Mrs. <lastname>". But for that i need to know what the gender is, for an automatic reply template. So we would maintain the gender after first mail. So please add gender to the contact details, or try to find a possiblity that we as freshdesk user can add individual fields there.

1
aravind.sundararajan
8 years ago
mrenaud
Skilled Expert
mrenaudSkilled Expert

Allow live chat to be multi-languageClosed

We have to support two official national languages and Freshdesk's Customer Portal is doing a great jog at that, except may be in some small areas. However, we have enabled Freshchat (nice feature) and to our dismay, it does not support multi-languages... We are surprised because it is a high visibility application and some users will no doubt complain about this.Please consider making this cool feature multi-language like the rest of the Customer Portal.Thanks!Michel

14
aravind.sundararajan
8 years ago
Contributor
jonContributor

Password ManagementClosed

Are there any plans to have something dedicated to keeping track of usernames, passwords, logins, and other credentials.Do assets already serve this purpose?

15
8 years ago
Contributor
elarsenContributor

Custom App to show on Company PageClosed

Custom apps have the option of being displayed in 4 different areas including "Contact detail page". However, this only displays the app on the customer view, not the company view.  I am trying to show a list of invoices by company (not customer/contact).  Can you add the company view as either part of the contact detail page, or a separate option? Thanks!

5
aravind.sundararajan
8 years ago
Apprentice
devinApprentice

Integrate status submission to the submit buttonClosed

Please modify the submit button to include the status. I am a former Zendesk user and while I am happy to get away from zendesk they have one feature that Freshdesk should implement.e.g. when submitting updates to the ticket it would be very helpful if you could submit a ticket with the following.submit as opensubmit as closedsubmit as pendingsubmit as on holdsubmit as resolvedThe reason this would make more sense is that when I reply to a customer I have to manually select the status "pending." I often forget due to the extra unnecessary step so many of my tickets end up with the wrong status. With Zendesk this was never an issue because you would submit the ticket with the status together. A much more efficient approach.

1
aravind.sundararajan
8 years ago
Apprentice
cakersApprentice

Forum CommentsClosed

We need the ability to order Forum Comments Ascending and Descending.We need the ability to set permissions for Comments.  For example only Agents can comment.

1
aravind.sundararajan
8 years ago
Apprentice
noriApprentice

Scroll down featureClosed

It would be great to have the ability to scroll down between the ticket field vs the email conversation. This feature is from Zendesk - and it would be great to have this in FreshDesk as well. 

2
aravind.sundararajan
8 years ago
Contributor
andrew_11954Contributor

Freshfone play mp3 whilst calling agentClosed

I'd really like to have the option to play an mp3 at the same time as calling an agent. This will mean that the customer no longer hears ringtones but music instead. Currently we only have the option to Call Agent, Call Agent Group, Call Number or Jump To. Being able to Play Music AND Call Agent would mean that customers would not have to hear an American ringtone when outside the US whilst their call was being connected.

3
aravind.sundararajan
8 years ago
Apprentice
andrew.edwardsApprentice

Include ticket type when listing multiple ticketsClosed

Hi,When displaying a list of tickets based on the left hand filter tool, it would be very useful if we could see the "type" value against each ticket. Currently it is limited to its status and priority.It might be useful to develop this as an option within the ticket fields settings, to let the admin choose which fields appear in the ticket listing summary data when display multiple tickets, row by row. In addition to type, I often wish I could also see which product the ticket came in against at a glance without opening it up. Thanks, Andrew.

1
aravind.sundararajan
8 years ago
Apprentice
alApprentice

Custom depending fields creationClosed

I need to create a type of ticket something like "application form for new working place" - when customer chose it, new ticket fields are appearing, dropdown list "office", checkboxes "needed equipment" and so on.

1
aravind.sundararajan
8 years ago
Apprentice
shaun.sextonApprentice

email notifications to clientsClosed

Is there a way to allow email notifications to clients if they create a ticket but not do notifications if my team manual creates notifications?

1
aravind.sundararajan
8 years ago
Apprentice
dilbert166Apprentice

Make Satisfaction Survey more useful for supervisorsClosed

It would be great to have the individual response link back to the original ticket. That way a supervisor could review the satisfaction ratings for each agent and check whether he can do anything in cases where satisfaction was rated as not good. What do you think?

1
aravind.sundararajan
8 years ago
Apprentice
andrew.wittonApprentice

Time Sheet ReportClosed

Could the Time Sheet report be updated to include a reporting time period of Today instead of using the date picker?  I note that some of the other reports already have this feature.

2
aravind.sundararajan
8 years ago
Apprentice
ndrewprivateApprentice

"Check your tickets status" for Agents - agents also can be a customers!Closed

Please add "company" field and "Check your tickets status" tab in Agents interface - it will be very useful when agent also act as a customer.For example in interna helpdesk this is a usual situation when one person can be an agent and a customer at the same time.  

2
aravind.sundararajan
8 years ago
Contributor
bmercerContributor

Email commands are pretty crypticClosed

The use of email commands to perform actions on tickets is a great feature to have, but the way it's implemented in Freshdesk is really awkward. Having to enter the commands between two sets of delimiters, and having to remember the JSON-like syntax for the individual commands means most agents can't remember and use them reliably. Being able to configure your own delimiter is nice, but I would like to see the addition of some short one-line tokens that could be entered on a single line to do quick common actions without having to use the full syntax. So for example, instead of having to type all this:@simonsays "status:resolved", "agent":"John Smith", "priority":"urgent" @simonsaysI could enter something like this:&&resolved&&assign John Smith&&urgent

4
aravind.sundararajan
8 years ago
Apprentice
matt.fioreApprentice

Facility to Search Solutions and Forum When Ticket is Raised in PortalClosed

Hi,It would be great if you could include a facility to bring back search results from the solutions and forums when a user has created a ticket in the portal and before the ticket is sent to the support team.I've seen this facility used on other desks and believe it could really help cut down on the number of tickets created as many users will find their answer in the search results and subsequently won't send the ticket.Strikes me that this wouldn't be too difficult as in a nutshell it's simply adding the search facility that is used on the homepage of the portal to the ticket creation page?

5
aravind.sundararajan
8 years ago
Contributor
caley.ballentineContributor

non-serial number asset idClosed

 We are transitioning to to FreshService and our current asset system auto increments an an asset ID that we then print on a barcode to label equipment.A lot of our equipment has been built in our shop and doesn't have a serial number on the case. It's also easier for our employees to read off a 6 digit tag number, instead of trying read a tiny s/n.Is there a way to do something similar in FreshService?

1
Contributor
8 years ago
Contributor
petezContributor

Merging Tickets Becomes 1 TicketClosed

Since moving my team to freshdesk, the biggest complaint I've gotten is that merging tickets does not actually merge tickets. To me, merging two or more tickets means that you start with two or more, and result with 1. Instead Freshdesk merges content of the tickets only, but keeps them as separate tickets which count toward total numbers and really throws off our reporting and organization.I can't understand how or why it was done this way, as there is no advantage that I can see, to keeping tickets as separate entries when they have been deliberately merged, because you don't want separate tickets at all.

2
Contributor
8 years ago
Apprentice
spApprentice

Requested new observer events: Ticket creation & Ticket forwardingClosed

Hi FD-Team,quick feature request (couldn't get this working):I'd like to have two events in the observer: new ticket created ticket forwarded with 1., I'd like to create the rule "When a new ticket gets created, assign the agent to that ticket, who created it"with 2. I'd like to create the rule "When a ticket gets forwarded, assign the agent to that ticket who forwarded it"I'd appreciate if you could add this to your feature list (or help me get it working, in case it's already possible!)Thank youSimon

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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