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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
rodrigo.pereiraContributor

Insert solutions links at cursor locationClosed

Hi,While editing a ticket reply, you have the function to search and insert a solution link. However, the link is inserted at the top of the reply, which is not practical. Much better would be to insert it at the cursor position, and you can just carry on typing.Thanks.

3
aravind.sundararajan
8 years ago
Contributor
marc.turnerContributor

Need more export typesClosed

You cant have CSV as the only export option. If you export the description the field truncates at the first comma. Please add another export option ASAP

1
aravind.sundararajan
8 years ago
Contributor
keith_11877Contributor

Importing to company/contact fieldsClosed

The import function for Contacts is incomplete, in that you can't import into custom fields.The import function for Companies is non-existent and equally important.Importing Contacts seems to cause existing Companies to disappear (at least sometimes). This is a real problem when combined with the fact that you can't (re) import the Companies...You should also add a staging capability so that import can be validated before committing - it's potentially highly destructive (e.g. user error on the import can destroy your contact base)

6
aravind.sundararajan
8 years ago
Apprentice
sbauerApprentice

Add new setting for disabling user profileClosed

In the admin tab under portal settings, there you can define that for e.g. forum is accessible without logging in or something like that. There would be another new option cool. To disable the user profile in the portal. Because if you use only single sign on and 100% customized help desk, and controlling is based on your own backend, then this profile should be not appear. Well, of course you can remove all profile links in the portal, but you know, if the user knows the url, he is able to open it nevertheless.

6
aravind.sundararajan
8 years ago
Apprentice
jack_17147Apprentice

Is it possible to auto fill a ticket?Closed

Hi, we use Freshdesk as a ticketing system for our IT Support company. Clients ring us to report problems and we log them using Freshdesk so both our agents and the customer can see updates and info regarding their issue.We offer various contract plans to our customers for example some clients are "Platinum" and receive full remote and on site support where as other clients are "Remote Only"Is it possible that when we are logging a ticket when we enter a clients email that a field would automatically populate telling us their contract type? for example our client is called "Computer Services" and when we type in an email address with their domain name it would automatically fill in a field saying "Platinum"We are a very busy company and sometimes it is hard to keep tabs on which contract type some of our customers are on so this would make our agents job so much easier if when logging the ticket it automatically pops up telling us the contract type.Is this possible?Thank you

4
aravind.sundararajan
8 years ago
Contributor
gwelstedContributor

Allow embedding WEBM or MP4 filetypes,Closed

when greating animated screencasts for user support such as the attached gifI can also create a WEBM or MP4 filetype which in my experience is a much smaller file size. this would be beneficial to embed in replies to make communication better

0
Contributor
8 years ago
Apprentice
lindaApprentice

Facebook tickets updated when someone else repliesClosed

Currently tickets that come from Facebooks only show the first wall post, but aren't updated when somebody replies to the post, regardless of the source of this reply (inhoue or another FB fan). Is it possible to change that?

1
aravind.sundararajan
8 years ago
Contributor
support_12792Contributor

Change Due Date QuickerClosed

Why do I have to click so many times to change the due date. Couldn't we have directly on the page ability to click f.ex tomorrow, the day after tomorrow or directly the date and time. F.ex entering time is so tedious with a drop down menu. Why not have it directly accessible like the date calendar?The interface could be very much quicker to work with if we didn't have to click click click all the time. 

3
aravind.sundararajan
8 years ago
Apprentice
atimodaApprentice

Update Ticket Properties when sending replyClosed

Hi,One thing I noted by using freshdesk for about 3 days is that everytime I send a reply to a costumer, I lose the changes I'd made in the "Ticket Properties" sidebar (I am using the new Ticket View). This happens because I always "Send and set as Pending", and then the software closes the page and go back to tickets view (which I think is the right thing to do). The problem is that the user expects that changing Ticket Properties and Reply to a ticket are all part of the same task. So, the "Send" button should save the properties too. Or, at least, before exiting the page, the user expects to be warned if he is going to lose something not saved.The normal workflow of an agent is:1 - Enter the Ticket2 - Read the message3 - Set the Ticket Properties properly4 - Reply to the customer So, I think the software should:a) Auto-save Ticket Properties as it changesorb) After "Save and set X", save Ticket Properties before exiting the page orc) Warn user that there is changes not saved in the Ticket Properties section and he will loose it if continues.For me, the best option for usability is A...Thanks,Atimoda

5
aravind.sundararajan
8 years ago
Apprentice
christian.feddernApprentice

Customer List as ticket field - Select customers manually in ticket fieldClosed

 I would like to have the customer list as a ticket field. We don't allow customers direct access to the ticket systems, so we had to create a custom customer ticket field that we have to populate manually. Having the customer list as an (optional) field in the ticket would make our life a lot easier, and would allow us to use the reports and everything. It would also allows us to use the customer import feature to upload all our customers at once.Let me know what you thinkChristian

3
aravind.sundararajan
8 years ago
Apprentice
sajaanApprentice

Xero to freshdeskClosed

I would be more interested in knowing, if there is a integration between freshdesk and xero, is the reverse also possible, i. e. Sending a xero invoice to freshdesk to create a ticket. The workflow we want to automate is this - when a purchase order is processed and invoiced, a product implementation ticket needs to be created and an internal ticket raised to support team. Kindly revert. Rgds, SJ

2
8 years ago
Contributor
dferberContributor

Add Users As Recipients When MergingClosed

Add Users As Recipients When Merging When two tickets are merged, add users whose email addresses are associated with either ticket as recipients in the ticket that results from the merge. This ensures that all users will receive future correspondence associated with the tickets.

3
aravind.sundararajan
8 years ago
Contributor
astedfastContributor

Add "Execute Scenario" to Bulk actions listClosed

The ability to perform bulk actions from the ticket view is great, but I'd like to be able to apply my custom "Scenarios" in this fashion, as well.

2
aravind.sundararajan
8 years ago
Contributor
staffan.einarssonContributor

Creating JIRA issue does not include comment historyClosed

When having configured the JIRA integration to copy comments made in Freshdesk to a linked JIRA issue, this does not affect comments made before the link is set up. A typical workflow is that a user submits a question, a support agent investigates through a couple of emails, and then decides to promote the question to a bug report, which should be linked into JIRA. At that point the complete history of the ticket contains much of the information needed to diagnose the bug, but when creating a JIRA issue, only the original question is copied. This leaves the support agent with having to manually copy the comments to JIRA, which is not time well spent.

5
aravind.sundararajan
8 years ago
Apprentice
tgrazianoApprentice

Documentation Upload/Link specific to CompanyClosed

When you have to support multiple facets for a company, you have to keep access to documents somewhere. Example: Company ABC is a small healthcare company and experiences outages during earthquakes and hurricanes. They expect your personnel to intercede on their behalf to support them with different products, services or functions. For each of these you might have to keep supporting documentation. The NOTES section of COMPANY/CONTACT makes it difficult to locate the information. It would be nice to go to the Company and have a list of supporting documentation that the customer might also have "read only" access to. Perhaps an area between the Copany SLA and Creating a NEW CONTACT there would be a simple document list (with an option to upload or delete documents). This would be a good placeholder for very specific customer information, that is not SLA specific. The customer might have a specific proedure for adding/deleting user accounts on a file server, or a specific escalation chain, etc. There should be a way to create this specific to a Company, and wouldn't necessarily fall under Solutions or Forums as it could contain sensitive information. In our case we might have a specific policy on hurricane or earthquake or other emergency procedures for repair or service related things. You might be enabled to speak with the utility company on their behalf, but have to store the proper information (Account Name, Contact Numbers, Account Information, Service Address, etc.). This is not something that would be covered under the SLA policy, because SLA's are about tickets and followup times. Of course, the documents can be specific to what your company does for theirs, but I am sure this would be useful to a lot uf FD'ers. SLA PolicyDefault SLA Policydefault policyCompany Specific Supporting Reference Documents4 attachments, BROWSE them hereCompany Contact Escalation List(1 KB) Utility Company Account and trouble reporting (1 KB)and 2 more,  BROWSE them hereNew Contact in COMPANY ABCFull NameEmailPhone No

4
aravind.sundararajan
8 years ago
Apprentice
nick.bellApprentice

FreshService Chat - please can it made availableClosed

Hello, please may we request the chat service that the FreshService support team use is included in the Estate plan/made available for our internal users/requestors. This is increasingly a common way of interacting with users thanks Nick

15
Apprentice
8 years ago
Apprentice
david.mooreApprentice

Bulk print selected ticketsClosed

We'd like to be able to bulk print tickets from the main ticket screen (as in select multiple tickets, and then print them with one click instead of going into each ticket individually) - is this possible?Many thanks

0
Apprentice
8 years ago
Apprentice
jasond_11322Apprentice

New Ticket Button Placement and Size ChangeClosed

I am constantly mousing over the search area and having it hide the New Ticket button. Then waiting for the expanded search box to go away.  If the + New Button could be moved further to the left and Enlarged as it is a main button that would be great.   See attached for location.

2
aravind.sundararajan
8 years ago
Apprentice
osmanApprentice

Ability to change requester via dispatch ruleClosed

I have a need that when a ticket is created via email, that the requester becomes one of our internal team and the original requester just becomes a CC. I need this to be done for certain tickets that are being sent to a helpdesk@domain.com email. Is that possible to do via rules or automation? Thanks.

4
aravind.sundararajan
8 years ago
Contributor
villeContributor

Add new date+time custom field type (+ include it in Supervisor)Closed

We'd like to add a custom date + time information to tickets, but currently date/time is not supported field type.Some of our tickets should be set to pending state for a set period, whichafter the ticket should automatically return to Open status and an assigned agent or group should be notified. This scenario could be automated easily with Supervisor.

3
aravind.sundararajan
8 years ago
Apprentice
michele.longhiApprentice

Insert link to tickets, topics and solutions without the whole URLClosed

Making a link to tickets, topics and solutions require to copy and paste the entire URL.Solution 1Currently the link panel in the editor has tre tabs: URL, Email and AnchorIt would be the perfect place to have a third tab with an embedded search for ticket, topics and solutions.Solution 2 (for tickets)enclose the ticket number in brackets e.g. [#246] expanded publicly to the correct url.

2
aravind.sundararajan
8 years ago
Apprentice
bob_11021Apprentice

FreshPhone reportingClosed

I’d love to move our call center to Freshfone, but would need reporting features that include call center data.  Here is the current reporting that we get from our current call center, and would have to have this in order to move:Inbound calls, abandoned calls, handled calls, calls abandoned %, average speed of answer, average handle time, after hours calls received.Is this something you are considering?Thanks,Bob Wallis

5
aravind.sundararajan
8 years ago
Apprentice
tpretiApprentice

Custom ReportsClosed

Hello, I wanted to know if there is a way to have some graphical reporting.For exemple I wanted to create report with the number of resolved ticket with a type of tags during last month ...a module to create custom report will be very good. Thomas

4
aravind.sundararajan
8 years ago
Apprentice
jeffwApprentice

Is there a way to set something up to be notified when credits (phone) are low?Closed

 Is there something that either I can do or Freshdesk can do that we are notified when our phone credits are low. Our phone service was ended without notification and was not aware that this was the cause. Is the phone credits not part of the monthly bill?

1
aravind.sundararajan
8 years ago
Contributor
cmarriottContributor

Custom field optionClosed

Hi,Could I request the ability to be able to add a custom fields to the templates that allow for the richer editing (such as this one i'm using right now) this would allow us to add tables and images etc.. into custom sections of the template.Many Thanks :)

4
Contributor
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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