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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
harryContributor

Disabling captcha when signing up optionClosed

Could we have the option to disable captcha when signing up? 

4
aravind.sundararajan
8 years ago
Contributor
jsohnContributor

See which Solutions are published vs. draftClosed

I'm working on adding a bunch of new solutions. Some are in draft state because I'm still editing on them. Unfortunately, I can't see any indication when I look at the list of solutions in a category whether or not it's published or draft. I have to click through each one and look at the status, or open my public-facing Solutions tab in another window and compare. Please add an indicator at list level to show which solutions are draft vs. published in a category that is set to be visible to others.

4
aravind.sundararajan
8 years ago
Apprentice
sanjitokApprentice

Better Message Formatting; Code HighlightingClosed

After using Freshdesk for a while, I'm quite disappointed to find that the available text editor and the text formatting ( at least for the Agent interface ) is inferior compared to many other available text editors from other competitors ( namely Kayako, Zendesk, etc. ).There have been some similar feature requests in the forum, e.g.:Code highlightingMarkdown Support for all areas in FreshdeskCode block formatting doesn't work in "Agent" ViewWhile the Redactor Editor is robust and provides a lot of formatting features that are easy to use for non tech savvy users, it slows down users(especially agents) who are used to the system for trying to format the message, since you have to click multiple times instead of simply typing it. Adding markdown support would save users who can use it a lot of time if it's available.I just wrote an userscript to parse the message with Marked, and I was quite disappointed to find out that Freshdesk doesn't even have proper styling for some common elements ( e.g. pre, code, table ) and you would probably need to upgrade your plan to at least the 3rd Tier ( Garden ) just to add custom stylesheet to properly format these elements in the Web Interface.This is quite frustrating, as I have to accommodate by not using any formatting at all, since it is slow if not impossible to do. The main problem I am having is the lack of code highlighting support for non-solution messages. Please style pre and code elements and add it to the editor.tl;dr please add code styling to normal non solution messages and prioritize markdown support.

1
aravind.sundararajan
8 years ago
Apprentice
neville.franksApprentice

Display Customer Activation status in 'Custom List' and enable mass delete of Spam Customers.Closed

I would like to see whether a customer has activated their account or not in the 'Customer List'. This would enable me to delete customers which were created via. spam emails quickly. Better still would be an option to delete all customers who have not activated after say 14 days.The ability to Delete a Customer when viewing their details would also be welcome addition.Thanks,Neville

3
aravind.sundararajan
8 years ago
Apprentice
aloke.nathApprentice

Change default sort order and default tab for 'Check your ticket status'Closed

Currently when you select 'Check your ticket status' the tickets are list in chronological sequence (oldest ticket first) and the default view is All tickets.Change this so that the default sort order is reverse chronological order (most recent first) and the default tab view is 'Open and Pending'. This just makes sense, rather than having to wade through several pages of tickets (some of our users have many tickets going back over a year).If you do not want to just change it to the defaults above, then please let us set it.

1
aravind.sundararajan
8 years ago
Apprentice
mkoechlerApprentice

forwarding phone callsClosed

As a agent I would like to be able to forward a call to any phone number. Not just to another agent. This way I could use Freshdesk as our 1-800 number and then forward calls to our internal phone system

1
aravind.sundararajan
8 years ago
Apprentice
jreillyApprentice

Customer-Specific Forums / SolutionsClosed

Any plans on allowing forums / slution to be associated with a specific customer?  We have a need for both a general knowledgebase as well as for topics that would be specific to a customer. Thanks!

7
aravind.sundararajan
8 years ago
Contributor
villeContributor

Temporarily disable agent's email notificationsClosed

It would be excellent if there were an option to temporarily disable all agent's email notifications without disabling the whole agent account. This makes sense in a situation where an agent leaves for a vacation. It's not good idea to full the inbox with notifications when, especially when returing from the vacation, the agent can check out all the messages from the web UI.Ville

2
aravind.sundararajan
8 years ago
Apprentice
kpytlarczykApprentice

MS CRM 2011 OnlineClosed

Hello,Are there any plans for integration of Freshdesk with MS CRM 2011 Online? If yes, what is the timescale?ThanksKarolina

5
aravind.sundararajan
8 years ago
Contributor
awarner20Contributor

Insert Images and Video Into Canned ResponsesClosed

 We often use screenshots and screencasts to support our written support replies and it would be great to include the image and video insert options into the Canned Response creation editor.I'm sure there's a reason but it seems odd that it's not included just like the support ticket editor.

2
aravind.sundararajan
8 years ago
Active Contributor
j.haguetActive Contributor

Filter Helpdesk-in-depth-report by Tag applied to the __requester__Closed

Today, we have the possibility to filter the report data using the Tags in the helpdesk But it deals with the tags on the ticket  I would like to have the same possibility with the tags on the requester.

0
Active Contributor
8 years ago
Contributor
jens.hartmannContributor

Community for customersClosed

It would be great to have Communities for our customers like on Freshdesk. Are there any plans to expand the Forum/Community to Freshservice?

0
Contributor
8 years ago
Apprentice
adiApprentice

Raising support tickets for clientsClosed

Sometimes we raise a support ticket for a client and we want them to know that we've done that by being able to send them a notification.We've turned the email notification off as default for the requester when a new ticket is created but in the scenario when the Agent creates a ticket for the client it'd be useful to have the option on screen to say 'Send client a notification?' We find it useful to raise tickets for clients in some scenarios and i'm sure others do too.ThanksAdi

5
aravind.sundararajan
8 years ago
Apprentice
atsuro.kagawaApprentice

In-app notificationClosed

I would like to see an in-app notification functionality that will notify agents with certain events such as important announcements or ticket updates from customers. We like the feature we saw in Zendesk during our earlier evaluation phase - https://support.zendesk.com/hc/en-us/articles/204276956-Using-the-Zendesk-Agent-Notification-App

2
Apprentice
8 years ago
Contributor
jijsaxtonContributor

Browser push notificationsClosed

It would be nice to have browser push notifications. Just like Gmail when using Chrome, new emails show up as a notification.

21
Contributor
8 years ago
Contributor
dloewContributor

Reply All Via Scenario AutomationClosed

It appears that you can automate a reply to only the Requestor.  Many of our inbound tickets have multiple CC recipients as well.  We would like the ability to include these other recipient in emails sent via Scenario Automation.thanks

4
aravind.sundararajan
8 years ago
Apprentice
erikApprentice

Mandatory TODO listsClosed

Currenty it's possible to create a TODO list with a ticket. This is a nice feature, but it's possible to close the ticket without completing the TODO list. I'd like to make the TODO list mandatory. Agents should be able to close the ticket unless all items are checked.

4
aravind.sundararajan
8 years ago
Contributor
thanos.massiasContributor

Merged tickets and reportsClosed

If ticket A is merged into ticket B, them ticket A must not be included in any report. Only ticket B should be used in reports. My understanding ( and please correct me if I am wrong ) is that now both ticket A and ticket B are included in reports. If you do not want to make this the hardwired behaviour, I would like having an Admin option to configure it.

7
aravind.sundararajan
8 years ago
Apprentice
brandon.pattonApprentice

Move Phone Call Recordings to different ticketsClosed

Confirmed with support that this is currently not possible.  Had an agent associate a phone call recording with the wrong ticket - unfortunately, we have no method to move that recording to the correct ticket.  Would love to be able to go to the Call Records screen, click a button to EDIT the ticket associated to that call, and upon submit, that call recording gets associated.  We deal with a lot of calls and recordings - and I could quickly see this becoming an issue. 

0
Apprentice
8 years ago
Contributor
luke_10029Contributor

Notify All Agents by group versus individual selectionClosed

Add ability to quickly add all agents to a private note notification.  Perhaps using a group like "all agents".

3
aravind.sundararajan
8 years ago
Apprentice
jeff_11631Apprentice

Limit Ticket Submission capability to a specific user role/typeClosed

We would like all users to be able to access the portal so they can view the Knowledgebase however we only allow admin users the ability to submit tickets.  We would need the ability to have a flag that allows us to ID user roles that can submit tickets.

3
aravind.sundararajan
8 years ago
Contributor
rodrigo.pereiraContributor

About Mailchimp Integration - missing two-way integrationClosed

I see that FD has integration with MailChimp. You have to edit each contact and then add the contact to a Mailchimp list. But I don't think this is the most useful use case at all. I want an all-import function. I can do an export on FD and then import CSV on MC, but MC also has integrations (Zendesk, Zoho et al) that facilitate this, yet there's no FD integration on MC. So my suggestion: work with MC for two-way integration. Or, a function on FD that automatically exports all (or those selected) contacts into a MC list. Thanks.

7
aravind.sundararajan
8 years ago
Contributor
suporteContributor

Switch languagesClosed

1. Is possible in the future to have an option to which language the customer wants to view the helpdesk2. is possible to setup one language in the frontend and another in the backend.Thank you

2
aravind.sundararajan
8 years ago
Contributor
marioContributor

Helpdesk Solutions on WidgetClosed

I believe Freshdesk would be perfect if there was the feature of adding helpdesk solutions to the website contact form widget. That is a major feature that Uservoice delivers in a very efficient way. With this, many questions can be answered without the customer sending an email. By default it would display the most important answers (admin ponderated). Then the suggestion process could be done in two ways:- With ajax interface, just like Uservoice helpdesk, where solutions are listed while you type.- Or after the user clicks submit, a new window shows up asking him if any of the presented solutions fit his need or if he wishes to continue with the contact.

8
aravind.sundararajan
8 years ago
Apprentice
hmayfieldApprentice

Including Attachments in Canned ResponsesClosed

I would love the ability to include attachments in canned responses.  (pdf., video, etc.)

6
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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