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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
esa.raivioContributor

Group by option to all list viewsClosed

Now there is only "sort by" option. There could be also "group by" option which will group items with subheaders.

0
Contributor
8 years ago
Apprentice
djm29Apprentice

Ability to insert solution link in canned responseClosed

Would be great to be able to insert a solution link into a canned response rather than have to use the full URL of the solution.  It looks better to the customer and is more consistent with the ticket responses.  Would also like this ability in the forums.

0
Apprentice
8 years ago
Apprentice
steve.kirkApprentice

API v2.0 ImprovementsClosed

Hi,Aware that its currently in beta still but will the API v2.0 be getting the 'Filter Tickets' functionality soon thats available for FreshDesk?(https://developer.freshdesk.com/api/#filter_tickets)Theres some nice improvements in v2.0 but as you can't use custom views to pre-filter tickets as you could in v1.0 I'll have to pull vast amounts of data to get what I need.ThanksSteve

0
Apprentice
8 years ago
Contributor
luke_10029Contributor

Access to Freshdesk support solutions from inside company admin siteClosed

It would be great if the support widget for Freshdesk and/or a quick access to support was available right in the company admin section.

1
aravind.sundararajan
8 years ago
Apprentice
mrgpowerApprentice

Moveable Drag & Drop Side Panels For A More Personal Custom ViewClosed

It would be great if i could re arrange drag and drop the sections in the side panel to a different position.Example: i would like to move my Tags section to the top of the side panel above groups for a more personal view.Hope this is  an idea people like.Thank You

1
aravind.sundararajan
8 years ago
Apprentice
pbreitenbachApprentice

On ticket creation forms, display possible answers prior to submissionClosed

On ticket creation forms, display possible answers prior to submission (like UserVoice).

2
aravind.sundararajan
8 years ago
Contributor
cmoyerContributor

High-Density Slim Ticket viewClosed

Currently there's a lot of information displayed about each ticket in the Tickets tab. However, it would be nice to have a view that removed the image, and fit all of the details of a ticket into one line, similar to a Gmail style view (old Gmail, not the new one). I think the idea of packing in a lot of data into smaller areas would expand how many tickets you could present on one page, and make it easier to glance through a large stack of tickets.

1
aravind.sundararajan
8 years ago
Apprentice
lukeApprentice

Facebook IntegrationClosed

The ability to receive tickets directly from facebook using a Freshdesk app built specifically for facebook.

4
aravind.sundararajan
8 years ago
Contributor
marioContributor

Adding HTML Blocks to pagesClosed

The ability of adding HTML blocks to pages such as the main page or inside the forms themselves would be most appreciated. Inside you could place aditional information that could help guiding the user in the right direction.

2
aravind.sundararajan
8 years ago
Apprentice
siksniusApprentice

Change Times on Tickets (Snooze Bar)Closed

Would there be a way to incrementally update the ticket time on open issues? There are cases that we are asking our customers to reply back in a few days, and it is on an open ticket. I am looking to have something like a "snooze button" on the ticket instead of it just accumulating time. The issue will show up as being overdue for weeks, but there is a back and forth that requires time to elapse, the ticket is still fresh, but will not be revisited for 3-5 days for example. The same would be if we were having to ship replacement parts. The agent should not be penalized for transit time.

2
aravind.sundararajan
8 years ago
Apprentice
chris_10048Apprentice

Reordering forums / categories & the ability to move forums.Closed

I started to implement our forum structure to see how it would look (we have quite a few different categories > forums) and noticed that its not possible to reorder the categories or forums (it seems that they are currently ordered alphabetically).   This is a bit of a problem, as our forums are split up as:   General Business category Pre-sales, post-sales, announcements, general discussion, etc.   Primary product category Product support, feature requests, tips & tricks, report bugs, etc.   Secondary product category Template A, Template B, Tempate C, etc.   It doesn't make any logical sense to order them   - Primary Product - General Business - Secondary Product   I realize i could trick the system by prefixing the categories with 1, 2, 3 - but thats not really ideal.   We'd also like to be able to re-order the individual forums ordering in a category and change the category parent.

1
aravind.sundararajan
8 years ago
Apprentice
chris_10048Apprentice

Global & forum specific announcements.Closed

I'm not sure if this is already implemented, but I couldn't find it if it is. It would be great to be able to post global and forum specific announcements that are displayed above the main forum block. Taking it a step further would be to add custom rules for these announcements, for example:   - Expire after x amount of days. - Only display above x, y, z forums. - Only display to public or logged in users. - Only display outside of business hours.   It would also be nice if there was a summary page that lists all of these announcements.

1
aravind.sundararajan
8 years ago
Apprentice
andreas.johnApprentice

Multiple Agents in one Ticket (sprout plan)Closed

Hello, we are using the sprout plan. Is it possible to add multiple Agents to one ticket?Kind regardsAndreas John

1
aravind.sundararajan
8 years ago
Apprentice
p.royerApprentice

Add Project tasks support to Microsoft Office 365 integrationClosed

Currently, only tasks created in main modules (incident/request/problem/change/release) are synched with Office 365 Calendar. All tasks created in Project module are not synched. We can't manage our schedule with Outlook without Project tasks.Thanks.

0
Apprentice
8 years ago
Contributor
laurence.hendyContributor

CSI RegisterClosed

Could we have the option to create a CSI Register which is part CSI i.e. some where we can keep a record of improvement suggestions

1
8 years ago
Contributor
kweeksContributor

Forwarding of ticketsClosed

It seams when forwarding tickets that only the initial ticket is sent to the new recipient.  This results in us having to retype info in the forwarding ticket that is already in the ticket.... Our scenario.A customer sends a request in as an email (ticket created).We forward their request to a 3rd party for actioning.The 3rd party responds (gets added to the original ticket).We then have to reply to the original customer who sent the request.  (we forward the ticket but have to retype what the 3rd party has said).Is there anyway around this please?

5
8 years ago
Apprentice
jon.macfarlandApprentice

Widget for current ticketsClosed

Is there any way to show how many tickets are available, in real time, to an outside source? Or an inside source to that matter. I just want something that can sit up in the top of the screen, where I can see if a new ticket has come in, since I am regularly working in other boxes and sometimes dont remember to go back and check at regular intervals.ThanksJon

1
Apprentice
8 years ago
Skilled Expert
mhallSkilled Expert

Randomized SurveysClosed

I would like to see some type of built-in system that will randomly send out a survey once a ticket has been marked resolved. Currently, you have the option to have a survey go out EVERYTIME you resolve a ticket or when the agent elects to add a survey. In our industry, we have customer's that email us 20 times a day; if they got 20 surveys, we'd be lucky if they replied to 1. Add randomized surveys when a ticket is resolved as well as give the agent the ability to still add a survey. I think this will even the playing field for an agent, instead of them just electing to send a survey whenever they think the customer is in a good mood.

7
aravind.sundararajan
8 years ago
Apprentice
chris_10048Apprentice

@Name tagging in discussion threadsClosed

It would be great to be able to @name tag users in discussion threads, as often we'll mention another member (user or admin) in a post and tagging them inline is probably the most elegant way to have a user notified that they've been mentioned. For example, someone points out our documentation needs to be adjusted, so I reply to the user: Thanks for pointing that John! I can tell how that part of the docs can be confusing. We'll get right on to updating it so that its relevant to the recent updates. @Tess, can you please update the guide accordingly. Thanks :) Tess is then automatically notified about being mentioned. There could also be a tab on the user profile to display the various posts they've been tagged in.

1
aravind.sundararajan
8 years ago
Contributor
marioContributor

Ticket mouse-over preview after reply...Closed

The mouse-over preview of the message is excelent to quick scan all tickets and answer the most important first, but this only works if the ticket is fresh. If the customer has replied to my respose, the ticket shows up again and the mouse-over still shows the original message. I think it would make more sense to preview the latest...

5
aravind.sundararajan
8 years ago
Contributor
marioContributor

Name fieldClosed

Tickets coming from Widgets lack the name of the person. Of course we can always create a custom field but in the ticket list that name doesn't appear. There should be a way to "link" our custom field with the "name" of that client automatically.

2
aravind.sundararajan
8 years ago
Apprentice
chris_10048Apprentice

Agent/Admin only replies in discussion threadsClosed

We provide our customers with hands on support with their sites and as such, we're often required to login to their sites to help with issues. In order to do so though, we first need to get their sensistive site login info. In our current forum setup we're doing this by the user sending the support agent a private message on the forum. This is still not ideal, as it segments the workflow, so I got thinking about how this could be improved.   Being able to make a reply in a discussion thread as "staff only" (similar to the staff only notes feature on tickets) would solve this in an elegant way. You're not taken away from the discussion and if for some reason an agent is not available, another agent could easily pick up from where the other agent left off.   I've put together 2 quick mockups to illustrate the concept.   Cheers, Chris   ** Note, the insert inline image function is actually quite unusable. The fact that everybodys images are displayed a bit crazy and after a few attempts i just gave it up completely. Using the attach to post instead. Hopefully this is something you guys can improve on soon. HTML drag and drop image upload anyone? :P

3
aravind.sundararajan
8 years ago
Contributor
marioContributor

Fórum search feedbackClosed

Somehow, when we are searching the fórum in the Questions field, when nothing is found there should be any kind of feedback otherwise people might think it is not working. As an adition, there should be the possibility of posting right away a topic with the subject we typed on the question field. For example: I type "Shipping costs rates". If there's nothing on the fórum, something like this should show up: "No posts found on that subject. [link]Create new one based on this[/link]?" - Then, the question would automatically fill up the new topic's name.

1
aravind.sundararajan
8 years ago
Contributor
chrisContributor

Show last edited by and iconClosed

In my list of tickets I'd like to see a column with who the ticket was last edited by. Simular to how web forums do. This way I can see if there is a new reply by a customer, or if I was the last to edit the ticket. In addition a visual icon or something would be nice on tickets that were last edited by a customer and require your attention.

1
aravind.sundararajan
8 years ago
Contributor
nikkiContributor

Ability to forward a note to another agent without the requester seeing the noteClosed

I have come into a situation where I need another agent to approve something from a request before I can complete the request. In this case, it would be handy to have the ability to shoot a note off to the agent and have them get an email notification because this is information that I do not wish to show to the requester. I understand that you can cc someone with the email ability (which is great) but I would like to see something similar in the notes section.

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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