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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
jake.m.bloomfieldContributor

Make the Ticket Properties Panel 'Float'Closed

Hi, With long tickets (where I have the scroll), it would be useful if the ticket properties panel would float down to the right when I'm scrolling down through the ticket, as naturally the latest response is at the bottom by default. At the moment, I have to scroll to the top of the page to amend the properties and also resolve/close the ticket (I know that you can close it with the down arrow next to the 'Send' button'. Cheers, Jake

12
aravind.sundararajan
8 years ago
Apprentice
mshethApprentice

Canned responses from ticket creationClosed

We've brought this up numerous times before.Please allow agents to use canned responses when creating tickets. We've invested a lot of time creating many canned responses that unfortunately can only be used when responding to inquiries. (ALSO THEY CANNOT BE ORGANIZED!) Having agents keep windows open so they can load and copy responses to enter into tickets they are creating is not efficient, nor an intelligent method of working. Most patiently awaiting a response. .. again. Thank you.

2
aravind.sundararajan
8 years ago
Contributor
simon.morganContributor

Improved reporting or an alternative?Closed

We have been using Freshdesk for a few months and have followed the request for improved reporting waiting for some form of update to no avail.I have been trying to find tools to enable me (a layman who knows of SQL and other languages, but not how to use them successfully) to gain better statistics from Freshdesk and stumbled across Grappster.Grappster enables you to use Saved Ticket Layouts in Freshdesk to then either provide a list or a count. Using this, I have been able to gain some statistics from Freshdesk. However, this uncovered another issue, any count or list will only show the first 30 tickets as per the setting in Freshdesk only allowing a view of 30 tickets per page.If a new and improved reporting suite is not coming in the near future, may I ask that you somehow change this value of 30 tickets to allow external applications to successfully report on Freshdesk data and maybe see if there are ways that enables these external applications to display meaningful charts from those ticket views.

1
aravind.sundararajan
8 years ago
Apprentice
mike_10132Apprentice

Client AdminsClosed

I'd like to see the ability to assign client admins on a per company basis. A client admin could log in and effectively run reports on tickets associated with their users. This way they can check up on Service Desk performance as well as re-open tickets on behalf of company users if need be (although this is a side thought).

4
aravind.sundararajan
8 years ago
Apprentice
coremadaiApprentice

How do I Import HTML pages or Word Documents into my Solutions?Closed

I have over 300 articles in an old KB that I need to migrate into Freshdesk. These are in html format but we also have Word versions.Any idea how I can import these into Freshdesk?

1
aravind.sundararajan
8 years ago
Apprentice
dcarneyApprentice

Ability to Set End Date for Customer Report to "Today"Closed

Currently the "Customer at a glance doesn't allow me to choose "Today" as an end date. I think this is an oversight as it would be important to see cases logged for today as well as historically.Is this something that can be easily fixed?Thanks!

5
aravind.sundararajan
8 years ago
Apprentice
apatelApprentice

Pinning side menu while scrolling long pagesClosed

When scrolling tickets that have long threads of messages, the menu on the right does not follow.  This makes it difficult to use some of the tools in any other place but the top of the page.  This makes Inserting Solution URL or Content nearly impossible.

3
aravind.sundararajan
8 years ago
Contributor
escallinContributor

"Submit Ticket" button for anonymous usersClosed

When the site settings require login to create ticket, then the "Submit Ticket" button is not visible to anonymous users.  In this case, they may not be aware that they must create a username first.  The Submit Ticket button should be shown for ALL users and anonymous users should be brought to a Login or Signup page.

1
aravind.sundararajan
8 years ago
Apprentice
jmooreApprentice

Additional Tickets Tab quick viewsClosed

It would be great if you could either sort the order of the view options to be more relevant to an agent, to set a default view, or to have a quick select of all tickets, my tickets, unassigned tickets when on the tickets tab.   thanks   John

4
aravind.sundararajan
8 years ago
Apprentice
khomsteadApprentice

Integration with Solve360Closed

Please consider integrating with the Solve360 CRM, which has a similar market as Capsule.  It also syncs with Google Contacts, which ties the contact universe together nicely.More info about Solve360 can be found here: http://norada.com/

10
aravind.sundararajan
8 years ago
Contributor
chris.tintaContributor

Search tickets by custom dates (received, replied etc)Closed

It would be great if you could search for tickets based on a date range....for example all tickets I replied to between 24/9/12 and 28/9/12.

4
aravind.sundararajan
8 years ago
Contributor
campbellwildContributor

Support pasting of formatted textClosed

If I paste text into the message box to reply to an email through the ticket system, it would be nice if any formatting on that text was retained.For example, if I paste in text from SQL Server Management Studio (or from Word), the text is formatted with colour.  That colour is lost when the text is pasted, and has to be manually added back.

2
aravind.sundararajan
8 years ago
Apprentice
cmetcalfeApprentice

Request SAMLClosed

We make heavy use of SAML with other services and would like to request that you add support for it.Chris

4
aravind.sundararajan
8 years ago
Contributor
paultContributor

Add tags during ticket creationClosed

Hi,Is it possible to have the tags field added to the new ticket creation form? It's a bit of a pain having the extra step for service desk guys to add tags after the ticket is created.CheersPaul

3
aravind.sundararajan
8 years ago
Contributor
marc.turnerContributor

XML ticket exportClosed

Why is CSV the only export option? It is out dated and unusable. Please use the industry standard XML export so we can create the reports that as lacking in the system.Why is XML not an option? Seems like an oversight.

3
aravind.sundararajan
8 years ago
Apprentice
d.combestApprentice

Moving an Attachment from note to a replyClosed

If an agent replies to a private note with an attachment, it would be great to be able to reply to the customer and grab the attachment from the private note and send that to the customer.  Right now, i have to download and then reattach the attached document/code from my private note.  This would be a great feature.This is similar to: Attachments related to a ticket Forwarding Tickets with Attachments

1
aravind.sundararajan
8 years ago
Contributor
viniciusContributor

Improvement oncreating tickets from forwarded messagesClosed

I get a lot of requests in my personal email and have to forward it to the support email.It's already great feature, but there's room for improvements:1. the cc'ed email adresses should also go into the ticket2. the header should be stripped from the original message, as if the message was received directly, this way the reply message is cleaner.

2
aravind.sundararajan
8 years ago
Apprentice
jcorneliusApprentice

Forward an email that's already been forwardedClosed

Currently there is no way to forward a message that's already been forwarded.Quite often we need to followup with other departments that do not have visibility of the helpdesk. When following up, we need to include the contents of the original message we forwarded them.This is not currently possible, and we have to copy and paste the contents in a new message.

2
aravind.sundararajan
8 years ago
Apprentice
fhatfieldApprentice

Gamification - FeedbackClosed

In order for the gamification to be useful, the system needs to give users instant feedback on what they're doing.  In using the system, many of our agents didn't understand when they get points, how many points they get for things, etc...  I'd recommend that any time the user does something that gets them points, the system tells them, and any time they're about to lose points, the system tells them, etc...If the user doesn't understand the rules of the game, it's hard to get them to play it and instant feedback goes a long way here.

3
aravind.sundararajan
8 years ago
Apprentice
james.wilsonApprentice

LiveChat SurveyClosed

Would really like to be able to have a quick survey after the Chat window has been exited by the agent. Just a simple, 'how would you rate us' or something along those lines would be fantastic. Similar to the ticket resolution feedback!

4
aravind.sundararajan
8 years ago
Apprentice
phietApprentice

Export tickets WITH agent-customer interactionsClosed

Hi Freshdesk,When export the tickets, it would be nice to see all the agent-customer interactions. At the moment there is only the subject and description field exported.Could you please make it possible?Phiet

8
aravind.sundararajan
8 years ago
Contributor
hmorneauContributor

Mark problems as "FIXED"Closed

It would be nice to be able to close a problem that was reported in the "report problem" section.

4
aravind.sundararajan
8 years ago
Apprentice
dnewelApprentice

Showing certain tickets as forum postsClosed

I'd like to be able to expose some tickets (those that we accept as bugs) in the forums somehow so others can see that the bug has been reported and what the state of it is (as well as provide more input).

3
aravind.sundararajan
8 years ago
Contributor
alex_10481Contributor

Merged Ticket - auto-link to merged ticket.Closed

 When merging a ticket, the text that auto-adds in that states "This ticket is closed and merged into ticket 144." should have a hyperlink to ticket 144, and/or, auto-redirect the linked ticket so that the page does not exist anymore.

5
aravind.sundararajan
8 years ago
Contributor
villeContributor

Implement "Save and Reply" button to "New Ticket" screenClosed

As we know, Freshdesk cannot be currently well used for initiating email conversation from agents to customers. I was wondering whether it would be possible to simply create a new "Save and Reply" button to the New Ticket view. The behavior would be simply as follos:- a new ticket is created,  but no notifications are sent to the requestor... this is as "Save and Close" works already now- the ticket is assigned to the creating agent- the agent is forwarded to "Reply" functionalityThis would be (in my point of view) simple solution and makes agents able to initiate conversations to the customers from Freshdesk. Each conversation would get a new ticket number right away.In further development, New Ticket screen could be modified so that the reply could be typed right away on the same screen. In this case, the ticket description could be optional. I was first thinking that the description could be handled as reply, but it's too confusing - and still it's possible that the agent may need to enter some background details about the ticket.A use case in e-commerce world is that customer should be informed about an ordered product that is not available. The customer service agent can create new ticket for the issue and use "Save and Reply" to write the first message to the customer. When customer replies, there is already the ticket number and customer's possible questions and all other further conversation is easily tracked by Freshdesk.- Ville

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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