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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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Apprentice
siva.devakiApprentice

Make Submit Ticket Form spam compliantClosed

We are getting lot of spam tickets. I have exchanged emails with your support team and the resolution you provided is not enough which is flagging the ticket as spam, blocking the sender etc.First of all you need to stop the spam bots by making support ticket form spam protected. Easiest way is to have the honeypot hidden field and robust way is to have reCAPTCHA code.Following is an example how Pardot implements the form handlers to make them spam protected.http://www.pardot.com/faqs/forms/invisible-bot-protection/Please implement similar techniques in your form too.

2
aravind.sundararajan
9 years ago
Apprentice
sean_14998Apprentice

Make Google reCAPTCHA an option for formsClosed

Google's reCAPTCHA form is much more user-friendly when it knows to be easy on people.  The I'm not a robot click is easy for people who have a hard time seeing or even trying to read blurry images of text. We've decided to disable the current solution because it will be too difficult for our end-users, but don't like being this vulnerable to SPAM This integration will also put Fresh Desk in a good place to integrate invisible captcha when it is finished.

8
aravind.sundararajan
9 years ago
Contributor
sjoyceContributor

Email ParametersClosed

When an email is sent by a requestor, have the ability to parse the email for certain tokens. For example setting a CI relationship automatically (what I am after):$$asset: computer-1Where $$asset is the token, and computer-1 is the value. This is mainly to be used in monitoring software when they shoot off emails when an SNMP trigger occurs.

3
9 years ago
Contributor
chaseContributor

Web Phone audio hard ware selectionClosed

Currently when using the web portal to receive phone calls on a Windows PC, all audio including the phone call goes through the default audio device instead of the default communication device. This should be fixed to direct phone call audio to the communication device setup or allow the user to select which audio device to use. Currently I have all audio going to my external speakers and I have a bluetooth headset to accept calls through. All my other VOIP services handles this properly but Freshdesk phone does not.  Currently the only way to deal with this is to only accept calls on my mobile phone or direct all audio to my headset (the reason this is an issue for me is that I take my headset off when i'm not in a call so with it off I don't hear any notifications or other audio from other software).  All VOIP services I've ever used allow you to select the audio device to use, please add this feature or at least direct the audio to the communication device instead of the standard audio device. 

2
9 years ago
Contributor
reese.freemanContributor

Set Default View for AgentsClosed

The default views provided by Freshervice don't encompass all that we need in our organization. I have created various custom views but have to remind people to use them because the default on login is of course the system views. It would be highly beneficial to have a custom default view upon logon.

0
Contributor
9 years ago
Apprentice
premithemeApprentice

Site-wide / Announcement messageClosed

Hi, it will be great if you implemented a feature to show custom announcement message in the header of the customer portal, with the option to close it.Thanks

1
aravind.sundararajan
9 years ago
Apprentice
aloke.nathApprentice

Ability to group tickets by companyClosed

Maybe there is away to do this already, but I could not figure out how to search for ticket by company. Since multiple users from a company may file a ticket it would be nice to be able to categorize and search for tickets by company, rather than by username or user email.

1
aravind.sundararajan
9 years ago
Contributor
simon.morganContributor

Replying to ticketsClosed

We frequently receive tickets from customers that require liaising with either another department or external companies.If we forward a ticket to an email address and they reply, we are unable to reply directly to that message. It would be useful if there was an option to reply to a response to a forwarded message.Many thanks

1
aravind.sundararajan
9 years ago
Contributor
adam_12921Contributor

Freshdesk Outlook Add-on Suggestion "Add Email to Freshdesk"Closed

It would be great to see an Outlook App or Add-on that allows a user to select an email within Outlook, click "Add to Freshdesk" and be presented with 2 options: Create New Ticket  Add to Existing Ticket (with a further dialogue allowing you to select current open tickets for that requester) This would allow all e-mails captured or sent outside of Freshdesk to be directly added into Freshdesk.The current situation for adding additional e-mails already sent from outside of Freshdesk is to forward the sent e-mail to the helpdesk which will create a new ticket, a new ticket notification to customer (unwanted) and then agent interaction to undertake the matching and manual merging of the ticket to an existing open ticket.Thanks!

2
aravind.sundararajan
9 years ago
Apprentice
benrpalmerApprentice

Ability to change 'Requester' label on Submit ticket form to 'Email address' or similarClosed

A lot of our customers get confused when creating a ticket because on the submit a ticket page, the form says 'Requester' for the email address field. I think it would make much more sense to have this field called 'Email address' or 'Your email address', or better still give us the ability to customise this and other elements of the 'Submit a ticket' form ourselves. 

4
aravind.sundararajan
9 years ago
Apprentice
jamie.kesterApprentice

Ability to Reply/Mark Pending at same timeClosed

Would be nice to have a Reply/Pending option, same as the Reply/Resolve button

1
aravind.sundararajan
9 years ago
Apprentice
sam.davisApprentice

Make the default of Billiable/Non-Billable a settingClosed

It would be nice if you could allow for the setting of Billable / Non-Billable default to one or the other instead of always being Billable. Most of my teams time is non-billable with the exception of Billable. It would be nice if they didn't have to go back and change the flag every time.

13
aravind.sundararajan
9 years ago
Apprentice
dan.harrisonApprentice

Feature Request: InfusionSoft IntegrationClosed

Hi GuysI'm shortly testing out the InfusionSoft CRM shortly, and I noticed that apart from 1 tool, there's no real support for InfusionSoft with any helpdesk solutions. I love FreshDesk and it would be great to see basic integration with InfusionSoft in the near future.Clearly, deep integration would be nice, but I know that's a lot of work. The level of integration that you have with CapsuleCRM is what I had in mind.Oh, and ZenDesk doesn't support InfusionSoft. Just saying. :)Thanks for being awesome.Dan

11
aravind.sundararajan
9 years ago
Contributor
alexandreContributor

Logmein (Pro or Free) and/or TeamViewer/VNC or soClosed

Sometimes we are supporting coworkers (or even clients with a close bond) and it would be nice to be able to start a remote session from the Freshdesk website. I use Panda COP Antivírus and it is possible to do that from their web interface.

19
aravind.sundararajan
9 years ago
Apprentice
dilbert166Apprentice

Restrict Forum Access to a subgroup of customersClosed

It would be helpful if we could put customers into groups and then create forums that only these groups can access.I'm thinking about a Beta Users Forum for example where only selected Beta Users have access.Maybe that's already possible, if so, I must have missed it.

6
aravind.sundararajan
9 years ago
Contributor
jonie.alcazarContributor

Prevent ticket resolution or closure if there is a pending approvalClosed

I found out today that service requests with pending approvals can still be closed, and the action cancels the pending approval request. In our case, we need two people to approve some service requests. What happened was that the service requests with one approval done and one pending approval request had its Status changed to "Closed". This cancelled the pending approval request and automatically changed the Approval Status to "Approved".   I saw another user had reported this problem and a freshplug was provided. It would have been better if that freshplug was accessible and not privately shared to that users, so those of us who also want to put a validation for approvals could add it to our system. (See https://support.freshservice.com/support/discussions/topics/313760). It would be great if you could add this feature soon! Thanks, Jonie

0
Contributor
9 years ago
Apprentice
mbkApprentice

Approval not logged in the activities of a changeClosed

When a change is approved, this is not logged in the activities, this is also an important event in the change lifecycle since you otherwise cannot see if the approval was done after the change was done...

4
Contributor
9 years ago
Contributor
craig_14155Contributor

Filter tickets on "Pending since X hours"Closed

I can create automations based on how long a ticket has been pending but I can't seem to create a filter based on same criteria. If this is possible, someone shed some light. If not, please add this to the list of feature requests.

0
Contributor
9 years ago
Apprentice
fwatsonApprentice

Authentication by OUClosed

We would like to be able to allow authentication by OU within our Google Apps Domain. This is a feature alot of other vendors offer. Is this something that would be possible with the Freshdesk app.

0
Apprentice
9 years ago
Apprentice
mschwartzApprentice

Project Managment templatesClosed

I would love to see the ability to create a template or copy an existing project.  It is a pain to have to create the same tasks over again if we have a repeating project.

0
Apprentice
9 years ago
Apprentice
james_10306Apprentice

Freshdesk Drupal ModuleClosed

Do you have plans to build a Drupal module like Zendesk has? http://drupal.org/project/zendesk

9
9 years ago
Apprentice
hubrocketApprentice

Business HoursClosed

Hello,I saw the "Business Hous" section in the admin area and noticed I couldn't set it to have different days open on different times.Example: Monday - Fri - 24 hours openSat - 10am - 5.30pmSunday - ClosedCould you add this please?Thanks.

5
aravind.sundararajan
9 years ago
Apprentice
daveApprentice

Enter customer name when creating ticketClosed

If I enter a customer email address in the Requester field when creating a ticket, and no matching contact exists, Freshdesk automatically creates one. However, there is no way to specify the user's name, so Freshdesk just assigns the first part of their email address as their name. That means that if I create a ticket for bob123@email.com, he would get emails that say "Dear bob123", which doesn't look very professional. I've tried entering the Requester information like this, Bob Smith<bob123@email.com>, but in that case Freshdesk creates a new contact with the name "Bob" only, and drops the "Smith"

4
aravind.sundararajan
9 years ago
Apprentice
richardApprentice

Forwarding Tickets with AttachementsClosed

If a ticket comes in and i want to forward it to a 3rd party any attachments on original email are not included. I have to then download attachment and then upload it again into the forward. Could this please be improved so that original attachemnts can simply be selected with a checkbox for inclusion in any reply or forward.Thanks!

4
aravind.sundararajan
9 years ago
Contributor
marc.turnerContributor

Ticket Currently Been Worked OnClosed

Like ZenDesk it would be great to have the feature that showed when a ticket is currently been worked on by another agent. ZenDesk has a small slide down header that alerts an agent when another agent has that same ticket open on their screen. This is a fantastic feature that prevents accidental double touching of the ticket.Also not having the ticket list or individual ticket pages on an auto-refresh is a massive drawback.

19
aravind.sundararajan
9 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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