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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
mpaineContributor

LucidChart IntegrationClosed

It would be fantastic if an integration could be developed with LucidChart. Other manufacturers such as Confluence have done this and it would be very helpful to be able to link diagrams of how things are hooked up to certain assets or networks.

2
Contributor
8 years ago
Apprentice
klausApprentice

Multiple categories for products or brandsClosed

Right now we only have the option to pick one category (or all of them) in the support area for brands. This is insufficient for us. We'd like to be able to pick category 1, 3 & 5 for product A and category 2, 3 & 4 for product B. This becomes especially important when you want to work in multiple languages but don't want to confuse customers and if you have a social media community that is a little separate from your online store where consumers focus more on shopping specific questions.

3
aravind.sundararajan
8 years ago
Apprentice
stephenlApprentice

iCalendar feed of tickets (by due date)Closed

Hi   We'd love to have a per-agent iCalendar feed of all tickets by due date. For Google Apps users it would be nice for the agent to have some UI to automatically subscribe his/her Google Calendar to the feed URL (via the Google Calendar API).   Stephen

4
aravind.sundararajan
8 years ago
Contributor
matthijs.lokContributor

Live Chat RequestsClosed

We would like to see the following with Freshchat: Be able to disallow agents to chat. Certain agents should be allowed to chat, while others shouldn't have this option. Different chats per product. We work with several websites and it would be nice to know on which website the chat was started, so our agents already know what the chat is about

25
aravind.sundararajan
8 years ago
Contributor
davenContributor

Mint: Contact / Companies Page needs A-Z optionClosed

The Mint Contacts / Companies page needs the ability to filter by alphabetical letter - as per the old interface.Clicking through pages, page-by-page to find a contact is terrible... and you don't always want to use the search tool (as that literally searches everything) - so, please, can you being back the A - Z buttons.Thanks.

3
Contributor
8 years ago
Contributor
norbert.bedeContributor

implement group hierarchy (nested groups)Closed

would be nice to use groups in hierarchy as nested groups. (like queus in OTRS.com)

3
8 years ago
Contributor
luke_10029Contributor

Indicate customer todo items with some type of notification indicatorClosed

As it stands now an agent has to remember to check the todo icon to see open tasks items associated with a ticket.  What if the ToDo icon had a notification badge on it like iOS mail when active todos existed to inform the agent to check it?

3
aravind.sundararajan
8 years ago
Contributor
dferberContributor

Show billing history under the Plans & Billing tabClosed

Under the Day Pass settings you can see the purchase history, it would be nice to be able to see the full history for purchasing the agent plans also.

6
aravind.sundararajan
8 years ago
Apprentice
jrothwellApprentice

New Ticket Button within Contact ScreenClosed

It would be useful to see a new ticket button within a contact, that would automatically open a new ticket with the contact field completed

8
aravind.sundararajan
8 years ago
Contributor
villeContributor

Graphical element to identify a product in the ticket listClosed

I would appreciate if there were a graphical element, for example a small logo image, to identify tickets related to different products in the ticket listing. It would help an agent to quickly figure out an overview what all the tickets may concern.

11
aravind.sundararajan
8 years ago
Apprentice
andy.milliornApprentice

Company Name in Ticket SummaryClosed

We are using Freshdesk for B2B end user support, so all of our users are associated with companies.In the ticket list under the Tickets tab, I would like to see the Company name along with each user.

11
aravind.sundararajan
8 years ago
Apprentice
dale.jackowskiApprentice

ability to customize what fields display on tickets on "tickets" pageClosed

I feel it's very important to be able to customize the view of tickets on the ticket page. currently, were shown the assignee, the status, the due date and the priority. The ability to view custom ticket properties in the main ticket window would be extremely helpful. Thanks!

3
aravind.sundararajan
8 years ago
Contributor
nikkiContributor

Solutions UsabilityClosed

It would be great if we had the ability to create a solution from within the ticket and then add it to solutions. 

5
aravind.sundararajan
8 years ago
Apprentice
coreybrApprentice

Include Comments/Notes in "Export" ticketsClosed

I noticed that you can export tickets to .cvs, which is nice, but there isn't an option to include the ticket's comments/notes. Seeing the requestor's question/issue is nice, but without comments/notes there is no way to see what happened after the question was asked in the .csv. I want to be able to see the conversation between the requestor and agent in the csv. This seems like an easy to add feature, since you Freshdesk already stores this data. 

2
aravind.sundararajan
8 years ago
Apprentice
kymApprentice

freshdesk needs a fully integrated screen capture tool or screenr screencast integrationClosed

hi notice zendesk has screenr.com integrationwould be great to be able to include a screenr button in the support areaand also importantly on the help widget screenso customers can take screencast vidoes and attach to their tickets are there any plans for this or a screen cpature function similar to snapengage.com?thanks Kym 

6
aravind.sundararajan
8 years ago
Contributor
jochenContributor

Website for Freshdesk Service Status AvailabilityClosed

Hey folks!You should definitely consider setting up a dedicated website where we (your customers) can see the current status of the Freshdesk System.This could be likehttp://status.mailchimp.com/or better and more detailedhttp://www.hetzner-status.de/Thanks and best,Jochen

5
8 years ago
Apprentice
jleppertApprentice

Calendar formatClosed

Currently the calendar format only allows seems to allow you to click through month by month.  This is very cumbersome and would be better off if you were allowed to type the date if you need to jump ahead or go back a significant amount of time.

3
Apprentice
8 years ago
Apprentice
smusthaqApprentice

Change Templates enhacements requestClosed

Usually templates are used for different options and different purpose. As I noticed on change templates are only used for to choose the options fill the info and save and reuse.I am looking for enhancement for change request form fields. There should be a default master template, and other templates I can change, add fields and options based on requirements. Each template different than others for different agents or groups ( Developers, infra, Network, Application, Web). Do you like this idea???

0
Apprentice
8 years ago
Apprentice
gtunnicliffeApprentice

Reports/Analytics - Tickets not updated in 4 daysClosed

Hi everyone!We have a guidance rule here that tickets should be updated at least every 4 days to keep them alive with users and agents.Is there any report or analytic table we can use to track this?Thank you in advance for any help!George 

0
Apprentice
8 years ago
Contributor
dave.kavanaghContributor

Option to set status of parent ticket when mergingClosed

When an agent merges tickets, the browser would display the status of the parent ticket and give an option to set the status. This feature would answer this common problem:Customer opens ticketAgent repliesTicket gets no reply so closed automaticallyCustomer replies using a different email addressThe new reply opens a new ticketAgent merges the contact and the ticketWhen the new ticket is merged into the old, the agent doesn't realise that the old ticket is already closed.The new ticket is added to a closed ticket and both are forgotten.

0
Contributor
8 years ago
Apprentice
owenApprentice

Support for "View Ticket" button in gMail subject lineClosed

In gmail and I believe some other email clients have the ability to put a button in the subject of the email that says "View Ticket"...it's a great way to highlight the email that is related to a trouble ticket.Several other ticketing systems support this (see attached jpg) and ebay is doing it with a "Track Package" button. I believe we will start to see this more in the future.I believe it's called Email Markup, but is based on schema.org stuff.https://developers.google.com/gmail/markup/reference/go-to-actionThanks,-Owen

2
8 years ago
Contributor
gwelstedContributor

Zoom integrationClosed

Would love to see a Zoom intergration similar to the teamview intergration where we could start a meeting directly from the freshservice UI

2
Contributor
8 years ago
Apprentice
derekApprentice

pinning important responses so they don't collapseClosed

I would like the options to pin certain replys or notes in the ticket view so they are always visible.  

1
aravind.sundararajan
8 years ago
Skilled Expert
martin.jSkilled Expert

Requester to see other requester ticketsClosed

Is it possible for requesters (mainly supervidors / managers) to see their staff's tickets?Or the ability to 'share' them to other people?We get lots of emails from managers asking on the status of their staff members tickets

3
Skilled Expert
8 years ago
Apprentice
robertjandreuApprentice

Is it possible to choose language for the guest by url?Closed

By default the language is English is it possible for a use to choose their language by setting a variable like lang=nl in the url?

12
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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